We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Primo Water North America has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Customer Service 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.
      On April 22, 2025 I Called to cancel service and scheduled a pickup for 12 empty bottles on May 16, 2025. May 16 - they never picked up. Called May 17 and they didnt know why nobody showed up. Scheduled pickup for 05/20/2025 and they never showed up. Still refused to give us the deposit despite them not showing up. Spoke to Shey on 05/21 at 9:30AM Confirmation # ******** May 23rd - ***** said we would receive Deposit within ***** hours and GUARANTEED pickup no later than May 24. 05/23 4:00pm ***** supervisor Case # ******** On MAY 28 twelve empty bottles are still here and we have not received a refund to our account.I spoke to ******** account specialist For Case # ********. ******** again GUARANTEED these 12 bottles would be picked up and my deposit refunded by the end of the day on June 2, 2025. I asked what I am supposed to do if they are not picked up because I have been GUARANTEED 4 times now. She said they will issue the refund for the deposit of twelve empty bottles either way. Now it is the end of the day on June 4, 2025 and the twelve empty bottles are STILL on my front porch and nobody has come to pick them up. I also have not received the deposit in ***** hours as I was told. Everytime I call, I sit on hotels for an hour then I am transferred and then just happen to get hung up on/disconnected. We are an active duty military family LEAVING the region we currently live. We cannot take these bottles with us and we will get charged our deposit fee if they are not removed from the premises. I have asked for a local phone number or location and I will go return them. They say theres no local phone number or address they can give me. Please help us get these bottles returned as soon as possible and our deposit for the twelve bottles refunded.

    • 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 had an account for ********************** delivery and have been renting a dispenser. They charge us about six dollars every month for the dispenser. Back in November, we called to cancel and we were told that someone would be coming by to pick up the dispenser. We were given a date and time. No one showed up for the dispenser. We have called four different times since and I've talked to a different we have scheduled pick up for our dispenser and empty bottles. Every single visit has been missed. Every time we call they tell us we still have to pay for the dispenser as long as we have it and every time we schedule someone to come pick it up no one shows up. We just had another miss visit today. We have the name and the day that we've called and every single time we've called. They are not picking up the suspense and we are not paying the fines anymore.

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair 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.
      I have made several attempts to stop deliveries and close my account. Their apps option to chat with an agent feature cannot close an account. Over a week ago I sent a message asking to close my account. I have not received a reply. Today I called and was put on hold only to be sent to a survey asking how the agent did. To be clear, my call was never answered. I called back and pressed the option for English and was put on hold with messages in Spanish. I held anyway and was disconnected from this call eventually as well. I need these empty bottles scheduled for a pick up and I want my account closed. I better not be charged for a future delivery.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23418725, and find that this resolution is satisfactory to me.




      Sincerely,



      Michele Lacey

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Answered
      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 was a customer of ********************************************* that became Primo Brand Water. I had a scheduled delivery for 6/2/2025 for my standard order, 4 bottles of ********* Water. On Saturday 5/31/2025 I received a delivery of 4 bottles of water that I didn't order. The brand was different from my standard order and the price was roughly $40 more than my usual bill. My delivery for 6/2 of the ******************************** was canceled by the company. I tried calling various phone numbers and after being on hold for an hour and a half, the call was disconnected. I called again and still no answer. The website does not offer the ability to cancel service. I also tried the online chat, which didn't result in any help.I am very disappointed with the Company.

      Business Response

      Date: 07/03/2025

      Date: July 3rd, 2025

       

       

      Complaint ID #: ********


       

       

      Consumer Name: ******** ********


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and therefore, we are unable to assist. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Unresolved
      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 Brands/ReadyRefresh water delivery has caused enormous problems for me over the last three months. They repeatedly failed to deliver water on time with numerous delays--I have run out of water which I needed for health reasons. Then, they cancelled my account for unknown reasons, saying I requested they do so which is false. Due to ongoing issues, I told them I would not reactivate. They indicated they would pick up remaining bottles, empties and the dispenser by May 30, and have since delayed many times--it's scheduled for June 9. They. have never provided notification of the delays--I check their website each day. I live on the 5th floor of an apartment building, have a physical disability and cannot haul several 5-gallon bottles and a heavy electric dispenser up and down on a daily basis. My building manager will not allow me to leave these items outside in the front of the building for any length of time without penalty. When I have called Primo/ReadyRefresh, the wait times are ***** minutes and they transfer the calls and there is never any resolution. When I leave a callback number they never call back. I have sent many emails and do not receive a reply. Further, they are keeping my credit card on file and will not allow me to change or remove it, which means they can charge me whatever they want--I did not agree to this and have indicated so in writing. Again, I have sent many emails and have called many, many times without assistance. They just keep saying they are going through a merger, but this has been going on for months. They need to pick up their equipment and bottles immediately.

      Business Response

      Date: 07/03/2025

      Date: July 3rd, 2025

       

       

      Complaint ID #: ********


       

       

      Consumer Name: ****** Nobleman


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and therefore, we are unable to assist. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23418402

      I am rejecting this response because: *I only received an automated message* that did not contain any details about anything. Since May 30, every pickup attempt scheduled by Primo have resulted in no-shows. Primo attempted to charge me for rental of the dispenser, which is not applicable because my account was closed and there has been no pickup since May 30th. I had to obtain a new debit card just to avoid these erroneous charges by Primo. I have spent HOURS and HOURS dealing with this issue to no avail. Hold times on the phone have been ***** minutes, which is untenable. I am not able to take any more of my precious time to deal with this company.

      Sincerely,

      Blythe Nobleman

    • Initial Complaint

      Date:06/04/2025

      Type:Customer Service 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.
      I have made multiple attempts to cancel my Primo Water delivery and account through your customer service channels. Ive sent several emails and called repeatedly, only to be left on hold and then disconnected after being redirected to a survey. This behavior appears to be an intentional tactic to block customers from canceling and its unacceptable.

      Customer Answer

      Date: 07/01/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23418270, and find that this resolution is satisfactory to me.




      Sincerely,



      Yulien Ramirez

    • 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 not received a water delivery in over a month. I have called the company and spent hours on hold just to be given a new date and no one ever comes to deliver. Weve been customers for over a decade and will now have to cancel our account. This company has become so bad.

    • 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.
      Primo Water/ Ready refresh has recently merged. My water deliveries stopped a few weeks ago, when I was on a delivery schedule. I have invoices for deliveries I have not received. I cannot get through to customer service by phone for over an hour. Even when I did reach a person, they did not help. Chat does not work. I even went on ******* and was told to DM them, which I did and got no response. Now I was supposed to get a water bottle delivery on June 2nd, I did not get the delivery, but was billed for the delivery. I am at a loss, I want a refund, they can come get their empty bottles and I want my account closed. I cannot even get a person to close my account. I am going to have to do a chargeback on my cc if I do not get any resolution. I have been a customer for 6 years with no issues, and now it is a mess. Many posts online of people having the same issues I am having.

    • Initial Complaint

      Date:06/04/2025

      Type:Delivery Issues
      Status:
      Answered
      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 monthly office water orders are continually canceled or skipped or delayed. I was on hold for 45 minutes before my call was answered, then had to be transferred to another department because my account has apparently been migrated to a 'new system'. I've now been on hold for an additional 10 mins with no end in sight. This is unacceptable.

      Business Response

      Date: 07/03/2025

      Date: July 3rd, 2025

       

       

      Complaint ID #: ********


       

       

      Consumer Name: ***** Belt


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and therefore, we are unable to assist. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

    • Initial Complaint

      Date:06/04/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am trying to cancel my subscription and they are impossible to contact. I have tried phone and email with no response

      Business Response

      Date: 07/03/2025

      Date: July 3rd, 2025

       

       

      Complaint ID #: ********


       

       

      Consumer Name: ******** ******


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and therefore, we are unable to assist. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

    Primo Water North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.