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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.

    Sort by

    Complaint status

    Complaint type

    • 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.
      Complete disregard for our order, late delivery, no available customer service/responsiveness to resolve the issue.

    • 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.
      Company refuses to deliver water even though they took my money for the months May and June. Have yet to refund me for those months. Ive tried to cancel as well and they said they will but Ive received no confirmation. They are holding my card info and refusing to deliver the goods which were paid for.

      Business Response

      Date: 06/12/2025

      Date: June 12, 2025
       
      Complaint ID #:********
       
      Consumer: ******** *******
       
      We have reviewed the consumer's concerns regarding confirmation of cancelation and billing inquiry. We have since communicated with the customer and discussed and confirmed all of their concerns. A confirmation email addressing her concerns has also been sent per their request.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/12/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    • Initial Complaint

      Date:06/03/2025

      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 got primo water thru ****** in February 2025 Since I got primo water its been only problem No billing they wait months to tell you ! You how money , you try to call they never answer Or give you to different service with no way to Talk to someone . On June 2 2025 I was supposed to get a delivery the apps show you the truck is on is way and it disappears from your account And you dont get delivered I paid for June 2 2025 $ ***** I try to call for pass 2 days no one return your call I send email no response! I just dont want to deal with a dishonest company shame on ****** to promote this type of company I had to block every delivery from my account All the way thru December 2025 for I still have to paid for their bottle and water fountain until I can return it where are we supposed to bring back the equipment when they dont tell you where since no one return your call or email you back !!!! ****** dont even try to help they just give you a brochure to contact primo its a scam no responsibility from ****** or primo !!!!I just want to give back there water machine And the water bottle I dont want the money back !!! I just want to cancel this subscription and never add to go thru this company or ****** deal ever again

    • Initial Complaint

      Date:06/03/2025

      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 been ordering ********************** Waters **************** Bi-Weekly. It was recently bought by Primo Brands. They changed the app and things started to change for the worse. ******** my deliveries were getting automatically rescheduled, prices went up without warning and then I tried contacting them their customer service line is always busy or you will be on hold for up to a hour at least. The only line that picks up is their New Customer Account line. This feels very problematic because they cant meet their current customers demands. I have been without my ********************** for over a month, I have contacted them several times. They keep giving me the run around and I am unable to even cancel my account. I have to keep requesting to skip my deliveries every week because I cant cancel my account. When the change originally happened, I had considered paying more because this has been such a nice delivery service to have. But when the change of ownership was so negligent to the customers, I now know its time to part ways with this service. I have several friends who use the service and they are all going through the same exact issues with the company. Bottom line, Im not sure how to cancel my account or even contact the company if there was any solution to their ongoing operation issues. I do not want to be charged for this unreliable service and I need confirmation that my account has been closed.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23416072, and find that this resolution is satisfactory to me.




      Sincerely,



      Abrielle Stedman

    • Initial Complaint

      Date:06/03/2025

      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.
      Since merging with ready refresh and creating an illegal monopoly on spring water in the area, it has been problem after problem with this company. There are unexplained charges being charged to my credit card, its impossible to get through to customer service, and if/when you do they give you false information. There is no way to cancel online, no one seems able to help at all on the phone, and they have not delivered water to me in two months, missing several deliveries.

    • Initial Complaint

      Date:06/03/2025

      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.
      I have never been late on my bill then I start getting late notice I attempted to call primo water for 2 weeks...I'm on hold for 5 hours then someone will hang up an I have to call back. They lie and say you can chat online but the chat say " I'm new can't help...i need help this is the worse customer service ever and they keep stressing me out with these late notice I finally got to speak with an agent who was unable to assist me i requested a supervisor call back

    • Initial Complaint

      Date:06/03/2025

      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 not been able to cancel my account with the company. The customer service line does not ring through and always gives me a busy signal. There is no way to cancel my account using my online username and password to access my account information. The online chat function does not work. I have sent 3 emails to the "contact us" link and have received no reply. I am currently a trapped customer and have to be sure to cancel my recurring order so that I do not get a "no-delivery/no-notification" charge.

      Business Response

      Date: 06/26/2025

      Date: 6/26/2025

      Complaint ID #: 23415551

      Consumer: Amy Villafranca
       
      <Resolutions> Spoke with customer account is closed and she confirm p/u was complete no further actions close case 

      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/26/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23415551, and find that this resolution is satisfactory to me.




      Sincerely,



      Amy Villafranca

    • Initial Complaint

      Date:06/03/2025

      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.
      The business has over one hour phone call wait times. They no longer recognize my phone number, account number or email address even though I do have an active account. They have missed my delivery for three straight months. I have their water cooler, and I'm not sure if I am paying rent on it. Since the only way to contact them is through phone call since I can't sign into my account online I no longer have time to deal with them. They don't even answer my emails. I need them to cancel my account and need them to come pick up their cooler.

    • Initial Complaint

      Date:06/03/2025

      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 a monthly water delivery set up with Primo Water. I received an unexpected delivery on April 10, 2025 which was 4 days earlier than the scheduled delivery date, which didn't allow for me to return my empty jugs. I contacted Primo Water and they confirmed, in writing, that my next delivery wouldn't be until May 24th. I then received an unscheduled delivery on April 24th, leaving me with even more empty and full jugs of water for which I did not have space.After several weeks of back and forth with Primo Water, they finally cancelled my account and scheduled a pickup of the remaining empty jugs on May 15th. They have failed to pick up the jugs to this date. Every day they send me an email saying "your pickup has been rescheduled."For three weeks I have had 13 jugs sitting outside of my apartment waiting for pickup. My landlord is threatening to fine me, but I can't bring them inside in case Primo Water actually shows up. Each jug is worth an $8 rebate, totally $104. I cannot keep the jugs outside much longer, and I would like a refund whether they pickup the jugs or not.

    • Initial Complaint

      Date:06/03/2025

      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 tried to cancel my service. I have called several times to. Close my account and return my bottles. They say that they have canceled my account but will not give me a confirmation number to retain to confirm that they did their job. Now I constantly get emails that my water delivery has been rescheduled. Im not sure if they are doing this to not have to get their bottles? All I would like is my service to be done and my bottle deposit back. Every time I call it is a minimum 30 minute wait to talk to someone. Even before their merger. I have been patient I have waited several weeks to see what they would do. Thank you for your time.

    Primo Water North America is NOT a BBB Accredited Business.

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