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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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    Customer Complaints Summary

    • 1,210 total complaints in the last 3 years.
    • 653 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:05/20/2025

      Type:Customer Service 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.
      On April 25 2025, we chose to cancel water service after multiple failed attempts trying to reach customer service, waiting on hold for an hour+. This company failed to deliver water service to us in addition never reached out to reschedule. We scheduled a pick up service for them to retrieve our empty water jugs as well as the rented dispenser for May 1 2025. They did not show up again. I sent multiple emails To this company, none of which have been replied to. Our equipment and empty water jugs have been sitting outside of our home for a month now. We are beyond disgusted with this company and thier for clear disrespect and care for thier customers

      Customer Answer

      Date: 05/31/2025

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

      Business Response

      Date: 06/17/2025

      Date: 6/17/2025

      Complaint ID #: 23355457

      Consumer: Lyndsey Hath
       
      <Resolutions> Spoke with customer and confirmed final p/u was complete on 6/16

      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/20/2025

      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.
      We have been calling Primo Water multiple times to have our account closed as they have been delivering products to our place without us ordering but they always put us on hold for more than 2 hours each time. We reached out to their social media accounts for help, finally someone called last week to let us know that our account is now closed and schedule for pick up of empty bottles is today May 20, 2025. To our surprise, they left 6 water bottles again outside our porch that we did not order when our account was ************************ closed. I am currently on hold again with their customer service for almost an hour and was not able to speak to any representative. This business is scamming people.

    • Initial Complaint

      Date:05/20/2025

      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 have a service water delivery to my home in 2024 from ready to refresh company I end up my service on November 2024. I follow the process to return the equipment. Return the empty bottles. I contact this company has somebody onthe phone do the legal process to finish my services because that was missing deliveries that was charting me for deliveries never complete and I just dont want the service anymore by January *********************** over the phone I guess the company has sale to Primo brands or whatever and they say Ihave a balance for $58. I say its impossible. My service has been and it in November 2024 I do not have a balance. I follow the process and return equipment so this guy is supposed to help me over the phone toremove me from the system. This man tell me over the phone that my my balance was zero and apologize for the inconvenience less than *************************************** saying that I owe $18. I see how I owe you $18 if you help me to supposedly solve this and you tell me that it was nothing farting with this account so the guy say this 8 feet for him to help me to complete thisprocess. I told his agent that it was hard to believe him while he was telling because I finish my services, we ready to refresh company I never sign anything with Primo brand of primo water company so why he was continue to contact meabout this issue so he consistent continue calling me every day treat me about increased chargers, late fees, and everything like that which I dont handle service from anymore Im not even signed anything with them I finish my services before they buy this other company so now I get an emails phone calls every day thread me about increased charges so the balance is $180. Im so tired of this company continue calling me. I do not owe anything to them. Theres nothing important that I can do for them because I returned equipment. I returned empty bottles and I have a phone with them talk to them and even they tell me my balance

    • Initial Complaint

      Date:05/19/2025

      Type:Customer Service 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.
      I have been a customer with this company for 6 years, but have been trying to cancel service for the past week as they keep increasing prices, adding fees and changing delivery days. IMPOSSIBLE TO REACH FOR CANCELLATION! Their chat is automated by a bot, and while says 'online', just redirects you to call from 8am-6pm local time when you try to 'quit' service - but when I've called during those business hours, I've been (a) redirected to a post-call survey or (b) had an automated voice tell me they were closed! I've sent multiple messages via their website forms and have email proof of delivery saying they'd get back to me within 2 business days. NO RESPONSE; completely unacceptable. I need to cancel ASAP, and literally have no way of getting a hold of this horribly corrupt company to do so... please help?!

      Business Response

      Date: 06/09/2025

      Date: 6/9/2025

      Complaint ID #: 23413026

      Consumer: Brandi Wright
       
      <Resolutions> 3 attempts to reach customer by phone and email no response

      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/14/2025

       

      Complaint: 23352246



      I am rejecting this response because:

      Apologies for the delay in my response; my job has been extremely demanding and I was out of the office for two days to scatter my father’s ashes.  While Primo Brands reached out to apologize via voicemail, they have still overcharged me; I was never credited for 2x bottle returns on the 4/24 bill, and 4x bottle returns on the 5/22 bill (images attached). I see they have since credited me -$24 on 5/30 which makes good the latter, but I am still owed $12. I will be calling them again Monday when they open.


      Sincerely,

      Kirstyn Schwartz

      Business Response

      Date: 06/24/2025

      Date: 06/24/2025

      Complaint ID #: 23352246

      Consumer: KIRSTYN SCHWARTZ
       
      <Resolutions> made 3 calls and 3 voicemail and sent email no response reason for closing complaint

      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/19/2025

      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 have been a Reddy refresh customer since 2017. We have never missed a payment and been good loyal customers. They emerge with ********************************************* and since then almost every delivery has been canceled. I called in to talk to him about why they keep canceling our deliveries, and they didnt have our phone number registered so I couldnt reach anybody. There was no option in the phone tree if you didnt give a phone number so I actually couldnt even reach a human. Also, the prices of increased.

      Customer Answer

      Date: 05/30/2025

      I have not heard from the business in response to my complaint. i talked to a delivery person who said they closed a bunch of plants when they merged and they failed to let us know or update their website if they cant provide this. its very disappointing

    • Initial Complaint

      Date:05/19/2025

      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.
      Company Name: Primo Water North America (formerly Sparkletts)Date of Incident: May 9, 2025 May 16, 2025Product/Service: Bottled Water Delivery ServiceComplaint:On May 9, 2025, I received a delivery of 5 bottles of Arrowhead water from Sparkletts/Primo Water. I had not requested ********* and do not prefer this brand. I called customer service immediately, which took approximately 50 minutes to reach a representative. I informed them that I did not want Arrowhead and was assured that the bottles would be swapped for Sparkletts water on my next delivery day, May 16.On May 16, I placed the 5 sealed bottles outside as instructed. However, the delivery driver showed up and left without taking the Arrowhead bottles or delivering any replacement. I have clear video evidence from my Ring doorbell camera showing that no exchange occurred.I called customer service again, waiting an additional 60 minutes to speak with someone. The representative informed me that Sparkletts water was no longer available. At that point, I requested to cancel my account. I was then surprised to see I was charged twiceonce for the May 9 delivery and again for the May 16 non-delivery, even though I received nothing new and still have the original 5 unwanted bottles.Adding to the frustration, the representative I spoke with at the end of the call was rude and dismissive.Desired Resolution:A full refund of both the May 9 and May 16 charges.Immediate cancellation of my account with no further charges.An apology for the poor customer service and miscommunication regarding product availability and delivery.I am disappointed in the lack of transparency and the difficulty in reaching support. I hope this complaint leads to a fair and prompt resolution.

      Customer Answer

      Date: 05/29/2025

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

    • Initial Complaint

      Date:05/17/2025

      Type:Billing 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.
      Primo Water took over a water service I used in the past but have not ordered anything from since January 2025. On 5/5/25 they delivered 10 water jugs and a 12 pack case of waters that I did not order. Primo water charged my credit card without my consent and has signed me up for an auto pay subscription that I have zero interest in. When I log into their website I can see they are adding orders to my account that I am not purchasing. Their website makes it impossible to edit or remove these products. The website directs you to customer service phone number. I have called customer service 5 different times, each of which took an hour of waiting to get through to a representative who offered no actual help and incorrectly stated the charges would be removed and my account closed. First they said a driver would pick up these products and process my return on 5/12. That day came and went without a pickup. Then they stated it would be picked up on 5/14 and again no pickup. Each of these times I have had to move multiple water jugs in and out of my house. On 5/15 a driver finally arrived stating he was there only to pick up empty bottles rather than the full return of the unopened products I did not order. I find it extremely troubling that a company is adding products not ordered by consumers and somehow unable to remove them from an auto pay service when customer contacts their customer service. This practice is predatory and unethical in nature. I am not only seeking immediate removal of this charge but also immediate account closure so that I am no longer charged for products I am not ordering.

      Business Response

      Date: 05/28/2025

      Date: 5/28/2025
       
      Complaint ID #: 23345028

      Consumer: SAMANTHA THOMPSON and Chris Vitela
       
      <Resolutions> Customer has received the credits requested and advised account has been closed as well no further concerns for this account.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/03/2025

      Hello,
      We are currently working with the company to get a full refund but this process is still ongoing. At this time, we haven’t had all our needs met but the company is working with us to resolve the issue. At this point, I cannot accept their response because I still have not been refunded and this matter is still ongoing. 





    • Initial Complaint

      Date:05/17/2025

      Type:Billing 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 long-time customers of ReadyFresh (taken over by ******************************************. We did not receive our early April standard monthly delivery (charged to credit card, which was on file for automatic payments throughout our relationship with ReadyFresh. I disputed charges for products we never received on my credit card. After many times on hold (for hours), numerous emails with no response, Primo kept emailing saying the delivery was delayed at least two or three times. Finally was able to cancel our account, but credit card was still on file and obviously they still had my email to send notifications that the delivery was coming or enroute, despite cancelling the account. Finally spoke to someone (again after a multi-hour wait) and they confirmed account was cancelled and credit card was taken off. We did return our empty bottles as well as the indoor cooler we rented per month for the water bottles. WELL, today, May 17, we received a bill from Primo Brands for $101.78 for a balance due. We certainly don't owe this company anything. It appears on this paper bill that they are charging us back for the amount we disputed with our credit card company as well as a credit card fee. Unbelievable. I am giving you the account number as listed on the paper bill, which was cancelled.Also the Invoice Number as listed on the paper bill.

      Customer Answer

      Date: 05/29/2025

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

      Hi *******,

      Thank you for your message. My issue has not been completely resolved.

       

      I just received a new paper bill from Primo even though I did speak to someone named ********* last Friday, who assured me I would get a confirmation email that account closed and credit card no longer on file. Not surprisingly, I never received the email which was supposed to come by Tuesday (yesterday). However, I did receive this new bill from the company yesterday. I just can't get them to stop communicating or trying to get payment for products never received or ordered.

       

      It's very frustrating and time-consuming as you can imagine.


      Business Response

      Date: 06/02/2025

      Date: 5/28/2025

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

      Consumer: *** *******

      <Resolutions> Customer has received the credits requested and advised account has been closed as well no further concerns for this account.

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

      Regards,

      Primo Brands

      Customer Answer

      Date: 06/09/2025

       I am rejecting this response because:  

       

      Hi *******,

      We just received another paper bill (today 6/7) from Primo with a total account balance of $77.19 for activity from 5/1/25 to 5/31/25.

       

      Ugh. How can we make them stop (since the account has been closed now for a while and we are not receiving ANY products for a while as well.

       

      The balance they indicate includes a negative previous balance of -$11.52; a C/Card charge back of $77.19 (date 5/28); a Water adjustment of $5.52 (date 5/29); and amazingly, an Administrative Fee (date 5/27) of $6

       

      This is truly unbelievable and I don't know how to stop getting them to stop sending bills etc.

       

      Thanks for your help.

       

      The bill is dated 6/3/2025

       




      Business Response

      Date: 06/11/2025

      Date: 6/11/2025

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

      Consumer: *** *******
       
      <Resolutions> Spoke with *** today 6/11/2025 and advise she will receive 1 more statement and it reflects $0 was sent on 6/6/2025.

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

      Customer Answer

      Date: 06/13/2025

       
      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.

      Sincerely,

      *** *******

    • Initial Complaint

      Date:05/17/2025

      Type:Product 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.
      This complaint is about the app that i was told i would have control about how many bottles i needed. Then they changed the app and i was told i needed to use the new one The new one would not take my password and when i tried to change it it asked for my account number which i was not given as i also had no contract. I got ahold of the driver who gave me their phone number and an inaccurate acct number he said they gave him He said he is no longer the delivery person the company merger changed things He really did try to help me to no avail I called the number 3 times with not much help. I had to wait on hold for a total of over two hours with horrible hyper music I wasted 3 hours of my day I lost money due to not working while being on hold, trying the app, texting with the driver, and hunting for an email address NOTHING I put a stop payment on my payment because they delivered 5 bottles and all i want is for them to pick up the water and the dispenser and be DONE WITH THEM D ****** order from them The cusomer service gets a BIG F X 200!

      Business Response

      Date: 06/02/2025

      Date: 6/02/2025
       
      Complaint ID #: ********

      Consumer: ******** *******
       
      <Resolutions> Customer has received the credits requested and advised account has been closed as well no further concerns for this account.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/17/2025

      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 of *************************************************** for 10 years, but since they have merged with Primo Water it has been an ABSOLUTE DISASTER. Primo Water business is unethical and needs to be shut down. I came on here not surprised to see all the similar complaints.The have charged me for service on my home that burned in the LA fires, of which I closed that account. However it is still saying active on their site.The site continues to say my current account is passed due and they cannot deliver- even though I was on the phone for 2 hours with a customer service representative who confirmed they did indeed receive payment.I spent an additional hour with an agent to arrange a delivery as well as pick up 9 empty bottles of which were never picked up as promised. She confirmed their would be a delivery a pick up May 9th. No one showed up.I have had empty bottles waiting to be picked up for a month and half.I then spent an additional hour on the phone 5/15 waiting to speak with a manager. After the long hold, I was assured a manager would call me back within 24 hours.Needless to say I have never heard from anyone.This is absolutely unacceptable to run a business like this. CEO *** ********* should be ashamed.BBB please help us all resolve this.

      Customer Answer

      Date: 05/29/2025

      I have not had any help resolving the issues of my complaint. Someone did call me from court resolutions with the promise to get back to me within 24 hours and fix the situation.I never heard back from them. That was Monday 5/26.

      I was promised last week a delivery Tuesday 5/27 and to pick up all the empty bottles.

      No one came.

      I called back again and was Thursday 5/29. They did not show up today. 

      This makes 5 missed deliveries. This has been going on for months.

      The website is not usable - it needs to be fixed.

      The phone calls to customer service take an hour at least.

       

       

       


    Primo Water North America is NOT a BBB Accredited Business.

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