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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:05/23/2025

      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.
      Primo Water/ *************** owes me $120. But this is not the reason I am filing a complaint with BBB. Their billing practices with my company over the last 3 years have been filled with billing mistakes, always in their favor. I assume they are getting away with this, which I consider fraud and theft, with other commercial and residential clients as well.When you purchase any glass water bottle, they charge you for the water and also for a deposit fee in almost the same amount. In other words, if bottle of water costs $40, they charge your credit card $80. The driver then comes for scheduled delivery and takes the empty bottles and drops off full bottles. Every time they pick up an empty bottle, they should credit your account the deposit. Since we are a business and go through several bottles on a monthly basis, sometimes 4, sometimes 8, the empty bottle pick up varies. EVERY SINGLE TIME they pick up bottles, they do not give us the correct amount due to us. Example, they pick up 5 empty bottles, they only credit our account for 3 empty bottles. Their invoicing is also very confusing to keep track of empties. So we began to count on our own. The delivery driver says it's not his fault, that he reports correct amounts. Because this has happened multiple times over the years, I believe it is deliberate. A deceitful practice with American customers. The wait times to get this resolved is very long. On numerous occasions, after spending hours on the phone, they promise to credit our credit card for the due value within 72 hours but they do not. It takes numerous attempts to get our credits back which are currently outstanding $120. If these were accidental mistakes, the company would readily and quickly remedy the situation. But they do not. They do not credit the customer when do. They also CONSTANTLY do this. I believe this deceitful and fraudulent practice is widespread. BBB to the rescue, please.

    • Initial Complaint

      Date:05/23/2025

      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.
      Primo apparently bought out Sparkletts who was our bottled water/dispenser provider. Primo overcharged us for deposits, failed to deliver water as scheduled, and was not available by phone to address issues. After multiple attempts to resolve the problems we spoke to two people by phone who said they couldnt tell us anything. We repeatedly asked for Primo to pick up the empty bottles and dispenser to no avail. There is no physical location to drop them off.

      Customer Answer

      Date: 06/03/2025

      I have heard from the business via email and today they picked up the empty bottles and equipment. I have not received my refunded deposit. 

    • Initial Complaint

      Date:05/23/2025

      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 tried to cancel my subscription and close my account. But they didn't provide any way to do that.

    • Initial Complaint

      Date:05/23/2025

      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 Primo took over the last 2 deliveries have been delayed no less than a week. Last time we had to create a new delivery. This time I keep getting notified the date keeps moving. I scheduled to have delivery on Tuesday once month because I am home. Cannot get ahold of anyone no matter what I try. I need confirmation this issue will be resolved and my normal schedule will continue. If I don't hear from anyone I will cancel my account.

    • Initial Complaint

      Date:05/23/2025

      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.
      Ready refresh was merged with this company recently, they have overcharged me on my bill, postponed deliveries with no previous notice, I have called to resolve this issue, Ive emailed multiple times and left contact me information over the past 2 weeks my cooler needs servicing as the water is coming out warm and I rent the machine, this would typically be a service when they drop off water but I have not been able to get through, the one time I did on 5/23 (today) the associate I know disconnected the call, and I did not receive a call back although I confirmed that if the call got disconnected I expected a call back as for over 2 weeks I have not been able to get through

    • Initial Complaint

      Date:05/23/2025

      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.
      Ive tried calling crystal springs as well as primo brands & no one will answer the phone. I havent had a water delivery in 2 months. They keep pushing the delivery dates out online, I just want the service I pay for.

    • Initial Complaint

      Date:05/23/2025

      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.
      We cancelled this service in December of 2024, we paid a final bill as of January 13, 2025. They did not pick up the empty water bottles, we had to contact them to get them to pick them up. We have not had service since, however we received a bill in May for $590. The 800 number they provided on the bill is consistently a busy signal. We called an old number for primo we found online and after being on hold for 45 minutes were told they have a new system and can't access our information and said we would need to call the (non working) 800 number. We have attempted multiple times to resolve this and are getting no response. It seems to be a business practice and attempt to scam former customers out of money.

    • Initial Complaint

      Date:05/23/2025

      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 enrolled in water delivery service via Primo brands through a ****** partnership on April 28, 2025. I never received a copy of the contract I signed. I received my first delivery without on May 4. Since then, I have received multiple communications from the automated portion of the app. They state that my delivery is incoming Along with a time to track the driver, but then say the delivery could not be filled due to inventory. I am also moving and want to change addresses, but cannot do so without customer support. My delivert has been rescheduled and pushed back over a week. I have tried reaching out to customer support via every phone number that they have available on their website websites and in past email communications. I have chatted with the AI agent via the app, tried to send a message request to customer service via the app, and replied to their emails. I have also reached out to ****** to get involved with this vendor on my behalf, as I enrolled through their partnership. I am unable reach anyone from the company to assist me with canceling my subscription. The only time I have spoken to a representative was when ****** reached out my behalf, and they stated that they couldnt help me because of the current merger. My phone number and account number are coming up as invalid when the automated phone system asks for them. I just want cancel my service and they have given me no way to actually do so.

    • Initial Complaint

      Date:05/23/2025

      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.
      We have used this service for about a year and over the last 3 months our delivery schedule has not been followed with little to no notice. On May 21st, we should have received a delivery and were charged for a delivery service that was not made ( amount $50). Since then we have called them multiple times, have waiting on various holds for a collective amount of 5 hours over the last 3 days and now have attempted to cancel our services with no success. It appears that there call center for customer support may not exist. We are now concerned that we will continue to be billed with or without any deliveries and all we want is to have our services cancelled and the equipment picked up.

    • Initial Complaint

      Date:05/23/2025

      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.
      In January 2025 i purchased a membership from ReadyRefresh water delivery company that includes 12 free water deliveries. After I purchased a membership, ReadyRefresh was purchased by Primo Water. My last scheduled delivery was for May 9, 2025. It was not competed, was rescheduled and since May 9, Primo Water has not delivered water for 2 weeks now. They reschedule delivery almost daily (6 times already) for the last 2 weeks. I have a gated house and have to make arrangements to be home for a delivery. Also, I am a senior citizen and have a medical condition and have to reschedule my medical appointments to be home for a delivery. Primo Water is a monopoly and there are no other companies to order water from.

    Primo Water North America is NOT a BBB Accredited Business.

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