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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:
      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 last delivery I received was on April 29th 2025. I will get a new delivery date then the day of delivery the date will change. The first three times the date changed I had zero warning. The 4th date change I received an email the night before. The other delivery dates were all canceled day of delivery. I was supposed to receive an order on the 20th of May. The driver came to the house and picked up five empty bottles but didnt deliver any water. When I called the company to reschedule they did so for the 22nd. That delivery was canceled and moved to the 23rd. When the driver came he said he didnt have water. Ive been without water since May 8th. Every time I called its over and hour wait. We did get ahold of a supervisor who assured us a delivery for the 28th and a discount on the water since wed been without for so long and constantly on the phone with the company. That order never arrived. It was moved to the 5th of June. Now when I look in my account the order says replenish at 13 dollars but no bottles of water in the order. Im currently on hold waiting for customer service and its currently been a 45 minute wait. Ive called and talked to this company 8 times over the course of the weeks since my last delivery. Still no water, still no answers.

    • 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.
      May 2025 Water delivery service and equipment rental the company has not tried to resolve Want a refund of ***** Want the equipment and water bottle picked up want the glass bottle deposit returned as well which is ***** dollars

    • Initial Complaint

      Date:06/02/2025

      Type:Product 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 was charged twice for a water dispenser cleaning service on 01/02/2025 and 01/08/2025 but it was for a single cleaning. I've called about this three times with promise that refund would be issued each time. It still has not happened

    • 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.
      No one answers at Primo for past few weeks, chat function is disabled? I have been waiting since March to have ten empty bottles picked up. When I spoke to three reps on three separate occasions tickets were created and I was guaranteed resolution. Still waiting. Why is it so difficult to get empties picked up? I just want you to get the empties and close my account. I need to do business with a company that cares about their customer, responds and follow through. By the way on hold for third time today for 50 minutes. Tried every prompt. No one picks up. Please pick up my empty bottles that the driver refused to pick up in March.

      Customer Answer

      Date: 06/12/2025

      I have not heard from the business in response to my complaint.

    • 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 purchased a readyrefresh hydration hero membership for $128 in February 2025, which should come with a free yearly cleaning of the water dispenser. I have now scheduled my free cleaning 5 times through Primo and waiting all day at home for a delivery window from 7am-6pm. All 5 times, I have been stood up. I have also scheduled a water delivery service twice. I have been stood up both times. This is unacceptable. I tried calling for a refund of my membership, as I'm neither getting the free water delivery nor the free cleaning service that should come with the membership. They refused my refund and I've filed a dispute on my credit card.

      Customer Answer

      Date: 06/12/2025

      I have not heard from the business in response to my complaint.

    • 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 writing to formally express my deep dissatisfaction with the service I have received from your company. Over the past several weeks, I have spent more than two hours attempting to resolve an issue that remains unresolved. Despite paying a total of $167.21 for two separate water deliveries, neither of these deliveries was correct or matched what I requested.Prior to your companys merger, deliveries were seamless, efficient, and customer support was responsive. Since the merger, the level of service has deteriorated dramatically. I continue to receive water I did not request, and despite numerous attempts to correct the issue, I have been met with unhelpful representatives, excessive wait times, and no resolution.Not only have I not received the products I paid for, but I am now effectively out $167.21 without a single successful delivery. From my perspective, this constitutes a form of theft and unacceptable business practice. It is beyond frustrating to be kept on hold for extended periods without any progress, let alone an acknowledgment of the issue.I am requesting a full refund of $167.21 and immediate cessation of all incorrect deliveries. If this issue is not resolved within 7 business days, I will be forced to escalate this matter further.

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair 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.
      My May water delivery did not take place. They were not able to reschedule it, so I cancelled my service and chose a different water company. Since then, I've tried 5 different times to get them to pick up my five empty bottles and credit my account $30.00 ($6.00 per bottle).I get put on hold when I call them for over an hour each time just to be able to get through to customer service. I finally get through, and they tell me that it's been rescheduled. That day comes and goes with no notification from them and water bottles still sitting on my front porch. I cannot close out my account until they pick up these bottles and credit my account.

      Business Response

      Date: 06/24/2025

      Date: 6/24/2025

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

      Consumer: ***** *******
       
      <Resolutions> Spoke with customer she advised bottles have been picked up. 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: 06/24/2025

       
      Complaint: 23407224

      I am rejecting this response because:

      The bottles have been picked up, however, I do not want gloss over how much of a hassle it was to FINALLY get the water bottles picked up.  I spent hours on the phone calling twice on scheduled pick up days to verify that the pick up would happen in the morning, and then again in the evening when it didn't happen. This went on for weeks.  The customer service **** did nothing to help even though they said they were "escalating" the problem.  It took a legal action threat to get any kind of true escalation that resulted in the pick up of my empty water bottles and termination of their service.  This merger was the worst thing that could happen.  They are in over their heads and their services are cannot keep up.  I do not recommend them as a reliable water delivery service.


      Sincerely,

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

    • 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 has not delivered a scheduled water delivery for 3+ weeks to our business and has missed other deliveries before then. We try to call customer service and we are on hold for over an hour and then they disconnect the call. Recently the order weve been waiting on for weeks was marked as delivered by the company/driver but the delivery never came. We called and were disconnected.

      Business Response

      Date: 06/12/2025

      Date: June 12, 2025
       
      Complaint ID #:********
       
      Consumer: ******* *********
       
      We have reviewed the consumer's concerns regarding delayed delivery. A delivery was scheduled for the earliest available date in response to the request, and we can confirm that a delivery has recently been completed. Recent delays have been addressed, and the matter has been escalated to upper management to support improved on-time service moving forward. 
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

    • 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.
      The water delivery service has repeatedly failed to deliver on schedule. The most recent delivery, set for May 26, was missed, and empty bottles are still waiting for pickup a week later. No notificationemail, call, or otherwisewas provided. **************** has been unresponsive, with wait times exceeding 1 hour and 50 minutes. I want to cancel my service, have the empty bottles picked up without a delivery fee or be given a drop-off location, and receive a refund for the bottle deposit as soon as possible. It's water. This is a water delivery businessit's not complicated. Improve your service. Do better.

      Customer Answer

      Date: 06/13/2025

      I have not heard from the business in response to my complaint.

      There were only 2 options available to me from the BBB. The business has resolved my complaint -or- I have not heard from the business. You need to have an option that the business has responded and currently working on a solution. 
       
      They have contacted me. They have finally canceled my account. They have NOT issued me a refund for the water bottle deposits but they say they are working on it to issue me a refund via check. So all of this is currently in progress. It's slow and painful.
       
      Thanks,

      Business Response

      Date: 06/18/2025

      Date:6/18/25
       
      Complaint ID #:********
       
      Consumer: **** *******
       
      The consumers account had been closed as requested. A refund for the applicable bottle deposits was processed. An invoice confirming the refund has been sent to the consumer for reference. The pick up was completed and communications regarding these resolutions was provided directly to the consumer via email.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/18/2025

       
      Complaint: 23406955

      I am rejecting this response because: Before the 12 water bottles were picked up on 6/4, I clearly stated in all emails that the credit card was invalid and explicitly requested a check. The invoice shows a bottle deposit refund dated 5/31, before the pickup, but no credit appears on my credit card.  The merchants attempt to refund the inactive card instead of issuing a check creates an issue they must resolve.

      Sincerely,

      **** *******

      Business Response

      Date: 06/27/2025

      Date: 6/27/25

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

      Consumer: **** *******
       
      <Resolutions> refund request for the customer  is complete and being mail as a check per customers request 

      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 07/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Primo took responsibility and finally issued a check per my original request. The process was excessively slow but resolved.

      Sincerely,

      **** *******

    • 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.
      Ever since ************************************** delivery changed to Primo Water (************************) the scheduled deliveries and customer service has been horrendous and non existent!Last delivery, was wrong, purified water instead of spring water. To speak to anyone, you must be on hold for a minimum of 1 hour. Ive emailed several times as well with zero responses! (4 times)I have been waiting for weeks for them to pick up the wrong water delivered. Im given a date for pickup and deliver the correct water. They have canceled 4 times!!!!!Yet, they charged me for the wrong delivery!Im so frustrated, Im actually on hold right AGAIN right now for over 47 minutes to try to get them to rectify. ***, the latest delivery date I received was for today, 6/2/25. The truck was here to deliver to other condos and LEFT WITHOUT DELIVERING TO ME!This is totally unacceptable, begging for delivery, them delivering the wrong product, charging for it and not making this right.

    Primo Water North America is NOT a BBB Accredited Business.

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