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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

    • 1,279 total complaints in the last 3 years.
    • 729 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:06/02/2025

      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.
      WAs sparkletts after that primo now primo brands or something like that. Agree with everyone else that this service is absolutely the worst. They deliver bottles when you don't ask for them and don't even knock to let you know they're leaving them or leave them in the wee hours of the morning when you're not even awake. We have nine bottles right now. We wanted to upgrade our system to a Keurig type, but they ended up bringing the exact duplicate of our current system. They showed up randomly early in the morning and we didn't get the door so they just left everything on the front porch we had no idea they were coming. Then we've scheduled three different appointments to have them come and rectify the situation and no one has showed up even though its showed scheduled and on the way on the website. What an absolute waste of time and energy. You're on hold for about an hour to speak to someone and then nothing comes of what was discussed. We had to put a sign on our front door that says do not leave any more bottles so they don't keep leaving bottles. It's just absurd and awful.

      Customer Answer

      Date: 06/27/2025

      We ultimately received a random visit by an employee who provided the correct replacement we requested for our water system and who collected the two no longer needed systems along with our empty water bottles.

      Still communication / customer service/ reliability remains an issue.

      We appreciate your help.

    • Initial Complaint

      Date:06/02/2025

      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 has been cancelled at least 10 times! Delayed almost 3 weeks. I called and held on 4ever but I was able to cancel all future deliveries...I told them I was done with them after over a decade! All I wanted was for them to pick up the empty water bottles: 2 five gallon and 3 three gallon and then give me the credit to my credit card and close the account completely and REMOVE MY CREDIT CARD FROM THEIR RECORDS.....If you can't handle your business that is not my problem but I am tired of them making it my problem! Added is the fact that their prices and delivery charges have gone through the roof. Not worth it anymore.

      Business Response

      Date: 07/02/2025

      Date: 7/1/25

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

      Consumer: ***** *******
       
      <Resolutions> Customer requested refund for bottle deposts  and the refund has been processed to go back to the card on file. No further action required  

      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: 23409844

      I am rejecting this response because there is no indication that the monies have been refunded to the account. I want the amount refunded, when it was refunded and the last 4 of the account it was credited to. Also THE CREDIT CARD NEEDS TO BE TOTALLY REMOVED FROM THEIR SITE AND/OR THEIR ACCOUNT DATA BASE OR WHEREVER MY CARD IS STORED AND I NEED PROOF OF THAT. When this is completed than the issue will be put to rest.

      Sincerely,

      ***** *******

      Customer Answer

      Date: 07/15/2025

      I thank you for your help. They did give me the refund on my card yesterday. So we can consider this matter finally closed after months of their nonsense. You are very helpful and an asset to our communities.

    • Initial Complaint

      Date:06/02/2025

      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 am a customer with ********************************************* for over 5 years. They delivered to the wrong area that I needed the water to be delivered to and I am a disabled senior citizen and had to hire someone to move the bottled waters 5gal jugs and since they did not deliver to correct area they never took the 8 empty bottles I had to credit me. I have been calling since last Tuesday May 27 and No one Answes the phone. I was just on hold over 2 hours and it went to a survey of how my call went. I didnt get to talk to anyone and I need this resolved before my next visit Please help me to get them to return or answer my call so I can get help with water delivery. I can not drink the water in my well it has high arsenic. Ive complained on their social media and sent messages but its just random responses not by a human

    • Initial Complaint

      Date:06/02/2025

      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 didn't deliver my water, yet they claim my water was delivered. I was charged for this delivery anyway. I cannot contact anyone to speak about this as I've been a hold for a long time. This is no way to do business!

    • Initial Complaint

      Date:06/02/2025

      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.
      Since merger, I have not received my water delivery. When it was Ready Refresh I always received my orders. Now delivery has been delayed 5 times and there is no response to my emails. The app says chat is available and then when I try to use it, I am told the chat is not available. Infuriating to wait 30 minutes to speak to an associate to be told on the recording to chat on their app for easy and quick answers.

    • Initial Complaint

      Date:06/02/2025

      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 originally had a Sparkletts water delivery account through a ****** partnership. This has now been taken over by Primo water. The last delivery I had was April 17, 2025. I now have 9 empty water bottles and have had to go grab water bottles for home use and was promised our next water delivery would be on June 2, 2025. I then received an email that o had canceled the delivery. We did not. I cant talk to a person and just want to cancel the account. But they have charged us deposits on all of the empty water containers so we are still out money even if we cancel the account. I want to cancel the order and find out how to get the deposits back for all of the empty containers. I dont even know the amount I would receive back for the empty water bottles as the new account system does not work so I cant see out account.

    • Initial Complaint

      Date:06/02/2025

      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.
      I am attempting to pay a bill of $5.56 to this company and have attempted to pay this off several times. Today I was on the phone for over 3 hours and the company told me that my account was closed and sent to collections. The representative (*****) told me to speak with collections and I asked to speak with a supervisor. The company hung up the phone. I called Associated Credited Services ******************** There number is ************ and I spoke to ****. He attempted to look up my account with them by name, telephone number and address and nothing matched his system. **** stated that there was no outside collection at his agency but what does happen is in the transition from the **** ***** to his agency and he said to check back with the collection company in a week. I truly wanted to resolve and called *************** (Primo) back and waited until 5:37pm, where they hung up on me again. Please help me rectify this issue. Thank you.

    • Initial Complaint

      Date:06/02/2025

      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.
      I've been overcharged for an extended period of time. I'm being charged $12.99 a bottle for Sparkletts Spring water and the website shows $8.99 a bottle. I have only received Sparkletts water ever and the customer service *** said that she can get me to $8.99 for what I've already been receiving! I have been on hold nor for 2 hours and 45 minutes trying to reach a supervisor. The customer service *** is telling me that one is not available. I want a refund for the difference that I have been over charged for likely over a years time.

    • Initial Complaint

      Date:06/02/2025

      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.
      Every since the merger of Primo Brands and ReadyRefresh, I have had issues. My deliveries keep getting missed, causing our office to run out of water, and every time I call it takes over 1 hour to get to someone on the phone! And when I do, they guarantee my delivery will be that day and yet it gets pushed out again and never delivered. I need my water delivered ****, and the excuse of "the merger is causing delays" is not acceptable anymore. It's been weeks, they need to stick to their schedule and get their deliveries out on time. I should also be notified of any delays.

    • Initial Complaint

      Date:06/02/2025

      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.
      Company does not deliver water as scheduled. I want to cancel this account due to horrible customer service.

    Primo Water North America is NOT a BBB Accredited Business.

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