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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.

    Sort by

    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 has charged me twice for water and delivery. I have tried to reach out to them but the only message you receive from them is no agent is available. My account is current and the invoice says I did not pay last month and I skipped my order after that because I had enough water. I have my bank statement that shows I have paid.

    • 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 received no updates on what is happening with our delivery other than it wasn't coming. We have been expecting water since Wednesday May 7, 2025. That delivery never was made but told it was being changed to Friday every two weeks and that our water would arrive on May 9, 2025, then the date was changed to May 12, 2025. From then on, every delivery was not able to be completed for the next 6 delivery dates. The last PROMISED delivery was May 22, 2025. No delivery and their communications have dropped off. Right now, our account is showing a May 28, 2025 delivery. I want the May 28, 2025 delivery to be with an extra bottle for a total of 4 bottles to be delivered at NO CHARGE for the incredible lack of customer service and the costs we've incurred finding alternative water sources. After countless calls to the foreign call center, spending hours talking to folks that had no power and no information with no escalation process, this is an insult. ReadyRefresh was terrible at logistics before which caused us to switch to Sparklettes years ago. Now we've been forced to endure the torture of another logistical nightmare with ReadyRefresh AGAIN!! I want an apology and an explanation of why this was so mismanaged.

      Customer Answer

      Date: 06/02/2025

      I have not heard from the business in response to my complaint. Their customer service doesn't exist so I don't expect they will ever respond. 

    • Initial Complaint

      Date:05/22/2025

      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 ********** merged with Primo Brands, it has been an inexcusable mess. They continue to waste hours of my time on the phone making false promises, fail to deliver my water per their scheduled days and times, reschedule my delivery with failure to deliver again. Today, I as on a 1 hour wait time to speak to a ***resentative who reassured me, like every other *** I have spoken to, that my water will be delivered. Of course, FAILURE at following through and the audacity to reschedule my delivery to next week claiming no one as home? 1. I have a ring camera that shows my front door 24 hours/day, 2. I have been home all day, and 3. I intentionally left my front gate unlocked with the bottles right up front. NO ONE ATTEMPTED TO DELIVER TODAY. I am tired of the run around and would like them to deliver my water ASAP or pick up their empty bottles and dispenser and I will gladly go to a more competent competitor to supply my water. I have a toddler and have been inconvenienced to visit the grocery store multiple times a week when I should have 5 bottles readily available at my disposal. Terrible business management, poor process to handle a merger, and lack of any business etiquette.

      Customer Answer

      Date: 06/02/2025

      I have not heard from the business in response to my complaint.  They have continued to reschedule my water delivery with no follow through of fulfilling this delivery.  I have now closed my account and they scheduled to pick-up my equipment and failed to follow through with this as well.  

    • Initial Complaint

      Date:05/22/2025

      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 May 15th, I have been trying to get this resolved with Primo Water who has merged with Readyfresh. Countless hours on hold, countless promises with no resolution. Ten cases of water were dropped off on our porch after I skipped the delivery. The delivery was suppose to be skipped because my *********** were out of town. I tried calling them immediately and they told me the water could not be picked up until May 20th. Here it is May 22, and every day after being on hold for hours, each day I am promised it will be picked up. We were charged ****** for a delivery that was never supposed to be made, and it has been sitting on our porch for a week in warm and rainy weather. We need this water picked up immediately, and we need a refund. I was promised a refund along with the water pick up and neither has been attempted after many promises. I am tired of hearing the excuse that because of their merge with Readyfresh that this may be the reason everything has been screwed up. I am through with this company and their endless promises. I have wasted enough time trying to resolve this. I appreciate your assistance with this.

      Customer Answer

      Date: 06/02/2025

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

    • Initial Complaint

      Date:05/22/2025

      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.
      On Invoice dated 05/22/2025 I was charged $5.99 twice. When calling to find out why, I was treated very rudely. After being on hold for over an hour, I don't need to be treated like I was. I also never got as call back as promised. Is this the way you treat all your long-time costumers? I Just want to find out why I was charged twice for my water machine. It was also charged the month before.

      Customer Answer

      Date: 06/07/2025

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

    • Initial Complaint

      Date:05/22/2025

      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 water delivery services with Sparkletts. They merged with Primo water. They changed my delivery date without notice. I called and claimed I didnt have a phone number on record so my notification were turned off. I had a delivery scheduled for 5/13/25. Its 5/22/25 still no water. But Ill getting billed for water I havent received.

    • Initial Complaint

      Date:05/22/2025

      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 is a scam. They charged me $62 this month, which should be $25. I ordered 1-5 gallon water for $10.99 and the delivery fee is $13.99. I looked at my past invoices and every single one is different. Last month was $44, and another for $11. March was $32 etc. I wanted to cancel the service but they wont let you do that online so I called and have been on hold for over 30 min. This is wrong!! **************** doesnt answer and then they proceed to give you a customer service survey - without ever answering the phone! I tried calling, messaging a robot on their website and emailing - nothing. No way to cancel the recurring service and very shady billing.

    • Initial Complaint

      Date:05/22/2025

      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.
      They cancel our drinking water delivery for no reason last week and this week they keep changing the delivery day. We already run out of drinking water since 3 days ago. They also made an error on our invoice. I have been calling them every day with no result or help from them, could not send them message thru their website either.

      Customer Answer

      Date: 06/02/2025

      The business never contacted me, I had to call them every day and they keep postponing the delivery every day. We finally received the water but we are not sure whether they will deliver our water regularly next time. Their customer service cannot do anything.

       


    • Initial Complaint

      Date:05/22/2025

      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 been a customer for multiple years. I no longer need water delivered. I need to cancel my service, and there is no way to do this online. I cannot delete my payment method online (and it is autopay of course). There has got to be a way to make this easier for the customer.I do not have any equipment that belongs to them (but I do have 7 empty bottles). I have waited on hold for HOURS multiple times, and cannot even reach a person to speak with. I simply want to cancel service.

      Customer Answer

      Date: 06/02/2025

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

    • Initial Complaint

      Date:05/22/2025

      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 received a delivery on May 14th, of 2 new water bottles. Prior to this delivery, I had reached out two times to confirm that the driver would pickup the empty bottles that were left in the designated pickup spot. They confirmed the driver was aware, and Ieft the bottles with notes on them that they were for pickup. Of course, the bottles were not picked up by the driver therefore I was not able to get my deposit back. Upon realizing, I have spent HOURS on hold with management and the escalation team. I was told on May 19th by multiple associates on the escalation team that they would honor the refund and I can throw away the bottles, and that it would be proccessed within 24 hours. I called back on May 21st, waiting on hold for over two hours as I have not recieved the refund. Upon further info, the associate told me they would have a manager call me back. A manager never called me back. Now it is May 22nd, I am on hold for over an hour with still no answer.

    Primo Water North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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