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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

    • 1,248 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.

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    Complaint status

    Complaint type

    • 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 in *********** I have had Ready Refresh for awhile now since they changed to Primo Water *** HORRIBLE service. I had been waiting for water since May 16, 2025 they kept rescheduling me for next day and this went on. I finally had it with them so I cancelled service and I closed my account on May 20, 2025, I have been waiting for them to pick up the water dispenser and 6 - 5 gallon waters. It is May 29th ever since May 20 they keep putting me off for the next day which never comes. *** I have spoke with Tita on 5/21/25, May on 5-23-2025 assured me they would pick up water and dispenser on 27th & now on the line with San 5/29/2025 over an hour & 25mins now and still nothing have not received a response of a firm pick up date. It took them 34 mins to answer the call and still on the line with them as I write this complaint. I have asked to speak to a manager no luck. I am so frustrated. They make it impossible to cancel your account.....

    • 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.
      I have been trying to cancel my ReadyRefresh water delivery service for over two weeks with no success. Despite calling customer service over five times, I have never reached a live person. The phone system places me on indefinite hold and then routes me to a survey. The online chat is always unavailable, and multiple emails sent to customer service have gone unanswered. I have also messaged the company on social media with no response.All I want is to cancel my membership, stop future deliveries, and schedule a pickup of the companys equipment (empty water bottles and water cooler). This should not be so difficult.I have been a customer for over four years and have never had a problem until the recent merger with Primo. This level of inaccessibility is unacceptable and feels intentionally obstructive.I am requesting:- Immediate cancellation of my account - Pickup of all equipment - Written confirmation of cancellation Please help me resolve this issue.

      Customer Answer

      Date: 06/12/2025

      I have not heard from the business in response to my complaint via any reasonable means. I reached out both through Facebook and X and finally got responses, here and there but not consistently. FINALLY I received confirmation that they would pick up empty bottles on 6/11/25. It is the next day and THEY NEVER CAME

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23391428, and find that this resolution is satisfactory to me.




      Sincerely,



      Lexie Rosen

    • Initial Complaint

      Date:05/28/2025

      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.
      Company is no longer delivering water and is not allowing me to cancel my subscription and receive refund on empty 2.5 gallon glass bottles deposits. Each bottle they charged me 30 dollars for deposit and I have 9 empty bottles I want them to pick ***** one answers their phones, replies to emails trying to cancel membership or will arrange for me to be refunded.

    • Initial Complaint

      Date:05/28/2025

      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 defaulted on my water delivery for over a month. ***************** email or phone, does nothing but claim to have delivery scheduled but it changes the next day. Contact via phone takes 2-3 hours on hold and agents are not even in this country! I can get no resolution after being a customer for 31 years!! The internet is loaded wit customers suffering the same plight!

    • Initial Complaint

      Date:05/28/2025

      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.
      Ever since ********** changed management to Primo Water, approximately 2 months ago, my service has been horrible!!! My delivery schedule has changed without notification. I have no idea when they will show up or if they'll even show up when they're scheduled to show up. Today was the last straw! I had a delivery scheduled today (5/28/25) by 2pm. Today, I happened to be outside and the driver drove past my house and waved at me. He never stopped to deliver and now I have no water. Now, I am forced to go to the grocery store AGAIN to get water for my family. Why do I have to go to the store if I'm paying a lot of money to have my water delivered. My next delivery is scheduled for June 11th. When this happened last month, they were not able to adjust the schedule and I went without water again. I would like a credit for the inconvenience and unexpected cost of purchasing water from the store. If you visit ****, there are numerous complaints! Link provided below:************************************************************************

    • Initial Complaint

      Date:05/28/2025

      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.
      Primo Brand is holding my money and won't refund it. After I've made all the proper payments to have water for my household, they are still holding onto extra money that is rightfully mine and I want it back. With my account on automatic payment, they took more than what they needed. In the attempt to get a refund, their service has been terrible where I was kept on hold for almost 2 hours. They aren't considerate and aren't communicating well at all.

    • Initial Complaint

      Date:05/28/2025

      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.
      Delivery orders have been rescheduled multiple times with customer service taking 20+ minutes to get ahold of and only giving a response of we dont know when the delivery will be or when it will be resolved. This is the 2nd time *** filed a complaint with the BBB for delivery issues for this company and a lack of customer service support.

      Customer Answer

      Date: 06/09/2025

      I have not heard from the business in response to my complaint. They still have not given me a confirmed delivery date or delivered the product. 

    • Initial Complaint

      Date:05/28/2025

      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.
      They have not closed my account after 5 seperate times calling to cancel and have continued to comit fraud against us with false orders and a account that was closed then reopened by them without our permission

    • Initial Complaint

      Date:05/28/2025

      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.
      PrimoBrands has monopolized water delivery service in my area, leaving me with limited alternatives to receive water gallons delivered monthly directly to my home. I have not received water delivery service since April 25, 2025. I have spoken to customer service multiple times via telephone and was told water delivery was being rescheduled, but it has now been over a month of waiting and over 10+ failed attempts to reschedule my delivery service. With children and elderly in my residence, it has been extremely difficult trying to stay hydrated during hot California days. Our area was also affected by neighboring wild fires earlier this year, making having water resources vital in cases of new emergencies. I have already tried canceling my service with PrimoBrands directly via customer service telephone calls, but have been unsuccessful making any progress individually and each call averages over 1.5 hours of holding time. My hope is that BBB can help connect me with a direct agent of PrimoBrands to resolve this issue, as working with their third party customer service agents has been extremely challenging and consistently result in no resolution.

      Customer Answer

      Date: 06/09/2025

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

    • Initial Complaint

      Date:05/28/2025

      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.
      Invoice number: 25D6708292825 Invoice date: 05/16/25 I am writing to formally raise a complaint regarding a recent delivery and billing issue.For months, I have consistently received 8 bottles of Arrowhead water as part of my regular order, paying approximately $132 per delivery. However, in my most recent delivery, a different brand was delivered, and I was charged an inflated amount of approximately $245nearly double my usual bill.This change was made without any prior notice or consent on my part. Furthermore, your customer support has been entirely unresponsive. I have sent five emails and attempted to reach you by phone multiple times, with no success. This lack of communication is unacceptable for a service of this nature.I am willing to return the bottles that were delivered in error, but I refuse to pay this unexpected and unauthorized charge. I request the following actions immediately:1.A full correction of the billing error and refund of the overcharge.2.Resumption of delivery of the ********* brand only.3.A clear explanation of how this occurred, and confirmation that it will not happen again.

      Customer Answer

      Date: 06/09/2025

      No, I have not heard from the business in response to my complaint. I tried in-app chat, email and call. They didn't respond to any of them.

    Primo Water North America is NOT a BBB Accredited Business.

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