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Business Profile

Bottled Water Companies

Primo Water North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

This profile includes complaints for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primo Water North America has 4 locations, listed below.

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    Customer Complaints Summary

    • 1,280 total complaints in the last 3 years.
    • 728 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had been receiving two 5-gallon bottles of Primo water every two weeks until May 14, 2025. I was then informed that Primo Water was merging with Blue Triton to become Primo Brands, and that another company, ReadyRefresh, was doing the deliveries. The website FAQs stated there would be no change in amount charged and possibly a SLIGHT change in delivery date. I was supposed to receive a delivery on May 28. The ReadyRefresh app (which is trash) had a banner telling customers to expect longer wait times for delivery and on customer service calls. I checked the app daily and delivery date was postponed to the next day. I still have no water. Current date is June 6. We'll see what it says tomorrow. Also, the amount due for this delivery on the website is $ *****. The amount I was billed, per the app, on May 28 for my non-existent water was $35.43. I sent 2 messages to customer service requesting clarification of the $14.00 "refundable" bottle deposit fee because the verbiage trying to explain it is nonsensical. And when shall I expect to receive this refund? I also called yesterday and sat on hold for 35 minutes. No one ever took the call. My family genuinely appreciated the convenience of water delivery before this chaotic merger. Thanks.

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been requesting a water delivery for over a month. I have called the company numerous time. I have even requested a manager but they refuse to give me a call. They keep moving my water delivery back saying that due to the recent merger, they have had issues with delivery. When I talked to customer service they say that they escalated my request to make it priority and I will get a delivery the next day. But I have yet to receive my water delivery.

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My water delivery is being rescheduled daily but never arrives. Hold times exceed 1 hour. There is no one for live on-line chat and their AI bot is useless. Just a terrible firm to deal with

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23423796, and find that this resolution is satisfactory to me.




      Sincerely,



      William Kane

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our first Primo Water delivery was scheduled for April 15. My husband waited home all day, but it never came. The portal showed it had been rescheduledthis happened 34 more times before we finally received our water. Meanwhile, we had to buy water elsewhere at higher prices.Customer Service said theyd waive 3 months of water cooler rental. But our latest **** ***** charged us $45 for those months.Our next delivery, set for May 29, also didnt arrive. My husband waited again. The portal showed it was moved to June 3, then June 10. As of now, no delivery has been made.We've spent about $85 on outside water due to these delays. On top of that, its been nearly impossible to speak with a real person. Calls and live chat go nowhere.Access to clean water is essential. Primos repeated missed deliveries, broken billing promises, and unreachable support have made this service unreliable.Resolution Requested:Refund the $45 in incorrect cooler rental charges Reimburse $85 for water we had to buy Provide 3 months of free delivery, as goodwill for poor service

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear **************** Team,I am writing to formally express my dissatisfaction with the ongoing service issues I have experienced with Primo Water / Ready Refresh. Since mid-April, I have not received any water deliveries, despite numerous communications with your representatives.I have spoken with several representatives, including Floreleyn (Reference Number: ********), **** (Reference Number: *********), and most recently ***** (Reference Number: ********). Each representative attempted to provide service recovery but only offered commitments of free delivery and additional bottles of water, which now amount to nine bottles that have not been delivered to date.Additionally, I have encountered problems with billing. I have been charged $68.50 for water that I never received in April. Now I am being told that my card could not be processed for six weeks during which my water was not delivered. This is particularly troubling given that I was charged again in May for non-delivery.This situation has become a significant inconvenience and has resulted in poor customer service. I find it appalling that I have had to follow up so frequently just to receive timely service. As of today, June 4th, I have been promised a delivery, but given my experience, I am doubtful that this will ******** this point, I am seeking a resolution to this ongoing issue and would appreciate being able to speak with someone who can take ownership of my complaint and turn this experience around. If this matter is not resolved satisfactorily, I will share my experience on public forums and review platforms to advise others against using your services.Thank you for your attention to this matter. I look forward to your prompt *********** of 6/4 no water has been delivered but my card has been charged again.

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have a recurring delivery water service every month. They have postponed deliver multiple times despit my calling and speaking to representatives. They assure me they will deliver the water the next day. I then receive a notification that my delivery has been rescheduled. This has happened 4 times now. We are out of water. They claimed its because they are trying to better align their delivery routes. However, they assured my e today they will deliver my order tomorrow as emergent with 2 bottles free (and ut would not happen again.)This evening they delayed the order again.

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      HELP ME! I'm being over charged by Alhambra/Primo water company. They just merged together and my invoices are doubled. The only way to fix or cancel the issues/service is by calling. I continue to call the last week and half and am placed on hold waiting for a representative for one to two hours. I have called multiple times and have not been able to speak to an associate to help my water service. It is incredibly frustrating. I have been a customer for over 5 years. I want my money back. I cant take my credit card on file off online website or the app. Only by calling but I cant get anyone to help me or answer. Clearly, this is an attempt to prevent me from canceling service. This is unacceptable. I don't know what to do. My last attempt is calling my credit card company but that is a pain and I still wont get my money back that they have been over charging me. CAN SOMEONE PLEASE HELP ME I'm begging. If I cancel my credit card then all my auto pay bills will have to be re entered and declined its a huge mess all because I cant get this company to answer.

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are attempting to cancel our service. I have been on hold for over two hours on your 1800 number and cannot reach anyone. We will simply initiate a dispute with American Express for any and all future charges should this continue, which reflects poorly on your company with the credit card company.The address is ****************************************** for ***** Capital Advisors. Pick up the cooler and empty bottles week of June 23.

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Primo Water recently took over Ready Refresh and since then I haven't received a water delivery since May 2, I cannot get through to Primo Water via telephone, email, or chat, the delivery date on my app changes every single day, plus the company continues to charge me for dispenser rental and water, despite not providing water to me. Now I want to cancel, but there is no way to get a hold of a human at this company.

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to call them for the past 5 days and no answer wait time is more than 1 hr, with five failed attempts. They over billed me, I would like to confirm service, invoice is incorrect and who the contract is under. They seem to have gone through changes. I reached out to the local branch and same response. NONE. They are billing me but no feedback, no explanation of price change and no chat available, even though as I waited on the phone they say go to our Chat line for faster service. I tried it and it says no Chat available. No success to a phone call, no response to my email, or online request. I can't modify my Credit Card on the app. They changed ownership or merged, some big change leaving the consumer without answers. They are just continuing to charge successfully, everything else is on the wayside, so long as they have their money coming in. I am so frustrated and disappointed.

    Primo Water North America is NOT a BBB Accredited Business.

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