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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

    • 1,246 total complaints in the last 3 years.
    • 694 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:05/30/2025

      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 had an account with Sparklettes water ask Primo Water brands for a few years. Recently the company has merged with another company and the service being provided has become subpar. The wrong order was delivered. I've tried getting ahold of the company but to no avail. I have send messages, tried the chat feature, and called customer service.

    • Initial Complaint

      Date:05/30/2025

      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.
      This company charges monthly auto pay and does not deliver the product. No way to contact them or to cancel service. They need to be checked out how they are treating customers and taking their money.

    • Initial Complaint

      Date:05/30/2025

      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.
      Will not deliver water notified them twice.Tried to cancell service by e mail and phone cannot talk to representative.I want to cancell and pick up bottles and dispenser and remove me from there billing

    • Initial Complaint

      Date:05/29/2025

      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 a long-time customer of Sparkletts ******************** and experienced very few issues over the years. However, since Primo Water took over operations, the quality of service has drastically declined. There have been repeated disruptions to my essential water deliveries, unexplained billing changes, and serious difficulties reaching customer *********** of my scheduled deliveries was rescheduled or changed without notice, leaving me without drinking water. I have also started receiving late charges on my bill, which I was never charged before. Additionally, there is a recurring rental fee listed, even though I do not rent any equipment from the company.I have attempted multiple times to speak with a live representative to resolve these issues, but I have been unsuccessful. Hold times are often over 30 minutessomething even acknowledged in their automated messagesand on some occasions, Ive been told they are not accepting calls at ****** is unacceptable for a company to provide this level of service, especially considering the nature of their business involves essential water supply. I am extremely disappointed, as I would have preferred to handle this matter by phone but have been left with no choice but to file a formal complaint.Resolution Requested:Clear up my billing issues Remove all late fees that have been charged since the merger Remove any rental equipment fees from my account, as I do not rent equipment Ensure consistent, timely water delivery going forward

      Customer Answer

      Date: 06/09/2025

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

    • Initial Complaint

      Date:05/29/2025

      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 waiting for my water bottle delivery for over 3 weeks. Every day they kept changing my delivery date. I have spent every day for the last 2 weeks trying to get someone to come pick up over 20 bottles ans deliver my water. After each time being over 1 hour wait time, I finally got someone and they guaranteed it would come next day. Needless to say, it never came. I called back 2 days later and after 1 hour on hold, I finally spoke with someone, I closed my account and asked them to come pick up the empty bottles and dispenser. They still haven't come! Today I look at my bank account and they over charged me! Now I have a credit on my account of over 40 dollars and have spent over an hour on hold and can't get a person on the line! This is ridiculous!

      Customer Answer

      Date: 06/09/2025

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

      They came to pick up the bottles but, have not refunded my account. 

    • Initial Complaint

      Date:05/29/2025

      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 had water delivery from Primo Water / Sparklets in Surprise AZ for 6 months+ and have tried to contact the company on numerous occasions to cancel my service. I have called them over the last 2 weeks to try and get customer service to pick up and respond. I sit on hold for over 26 min. each time...no one ever answers. I have sent a message by email twice and have never heard back from them. I have also used their online chat function and have been told you can't cancel service over chat, I've asked for someone to contact me by phone and to date, I still have not received a call back. I have moved out of state and need to get this cancelled immediately and have them pick up the equipment and empty water bottles. There are 3 numbers I've called; *****************-492-8377 and ************. All I get is an AI generated automated service with no one answering.

      Customer Answer

      Date: 06/09/2025

      I have not heard from the business in response to my complaint.
      They sent me an email last week saying I need to call them to resolve. Ive tried again to call and have not been successful. They are still charging me the fees. I dont know what to do!

    • Initial Complaint

      Date:05/29/2025

      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.
      We were ordering water from a water delivery company, which was apparently bought by Primo brands. We have no way of contacting anyone. Automated phone service says that our number is not recognized. We are continually getting emails stating that our delivery is delayed, but each day, an additional day is added. We think we'll never get any deliveries and we are stuck with empty bottles and a machine. This is outrageous and unacceptable.

      Customer Answer

      Date: 06/27/2025

      We did hear from the company and thought all was resolved, but after one delivery, we are back to delayed deliveries---to date we have not gotten a second delivery.   It’s next to impossible to reach them by phone.  The company merged many of the water delivery companies in NYC are under one company---Primo.

      Customer Answer

      Date: 06/30/2025

      It looks like Primo Water has responded to our office--we got a letter sent to all customers.  I think this letter takes care of the issue, so we don't have to pursue the complaint.

    • Initial Complaint

      Date:05/29/2025

      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 am a customer of *********************************************** are the local Los Angeles distributor for my ******************************************* delivery. Within the last month, they merged with another company. While customers were notified that delivery routes and delivery dates may change, as a customer, I had no idea what was about to unfold. My water delivery has been rescheduled multiple times--as often as every day during a single week. It is May 28 and my last water delivery was scheduled for May 19. It has been rescheduled at least 5-6 times since then. And the delivery prior to May 19 was also rescheduled multiple times. **************** has twice told me the date they have confirmed it will be delivered, but the water does not arrive. This company needs to do better and do right by its customers and its employees who are on the front lines managing customer frustration from a completely botched merger.

      Customer Answer

      Date: 06/11/2025

      I have not heard from the business in response to my complaint.  However, I did receive my water delivery although I have yet to see a promised credit to my account.

    • Initial Complaint

      Date:05/29/2025

      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.
      This company is scamming people. They only have a call center that does nothing but say "sorry". they NEVER let you know if the delivery is not coming and they cope by saying they were out of the water. 0 communication about it though. They are quick to bill you for the month of using the water dispenser but if you have no water how can you use it?

    • Initial Complaint

      Date:05/29/2025

      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 the merger with Primo, my deliveries have become very unreliable. There are repeated unannounced delays and it is impossible to reach customer service for help. Most recently, a scheduled delivery was delayed for almost a week and then was removed from schedule altogether without any notification of cancellation. The empties were not collected either. At this point I see no alternative but to seek cancellation of the service altogether so that I can find a more reliable provider.

    Primo Water North America is NOT a BBB Accredited Business.

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