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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

    • 1,210 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:05/15/2025

      Type:Order 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 cancelled my water delivery service in March 2025. The company picked up my remaining 5 gallon glass jugs on April 3, 2025. I was told a bottle deposits credit of $120 had been issued on April 4, 2025. I have contacted the company 3 times to inquire as to why I havent receive the refund, getting a different response each time. They also refused to send me any type of email proof that a refund had in fact been issued. It is now May 15, 2025 and I have no refund. There is no phone number listed with which to contact the company. There is a chat service but its only a bot, and today when I requested an actual agent it says none are available.

      Business Response

      Date: 06/02/2025

      Date:6/2/25
       
      Complaint ID #:********
       
      Consumer: ***** ****
       
      A Refund has been processed email confirmation sent to the customer
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:05/14/2025

      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.
      Received a home delivery of Primo/Sparkletts 5 gallon bottles after skipping this delivery. ***** to contact customer service to have the mistaken delivery (9 bottles) picked up and get a credit. On hold for about 24 minutes. **************** apologized for the error and transferred my call to another department for the credit to be processed and to schedule a pick up. On hold for 48 minutes. Called back, again waited 22 minutes again told I would be transferred, asked to speak with a person instead of being placed on hold.was transferred anyway, waited again. While waiting tried to chat with the app, they only offer drop down menus, nothing that fit this situation. After waiting another 52 minutes, called back again and was told the main number could not provide me with any help other than transferring my call. I asked to terminate my service and was again transferred to a line on hold that was never answered. Went back to the chat and selected an option to cancel my service and was directed to the phone number that just puts me on hold. I asked for an email response and was told it would take up to 2days.

    • Initial Complaint

      Date:05/14/2025

      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 brands water charged me for water I didnt order. When I go on their app or webpage they have no record of my phone number or account number

    • Initial Complaint

      Date:05/13/2025

      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 loyal customer of ReadyRefresh for over two years, regularly receiving bottled water through their recurring delivery service. However, after ReadyRefresh merged with Primo Brands, my most recent experience has been *************** order scheduled for May 5, 2025 was rescheduled by Primo to May 6. I stayed home all day waiting, but no delivery came. When I called customer service, they falsely claimed that I had declined the delivery, which is not true.On that call, I was told a new order would be placed for May 8, which was then rescheduled to May 9, then again to May 12. On May 9, I called customer service again. They apologized, confirmed delivery would occur on May 12, and added two free bottles as compensation.But on the night of May 9, I discovered the delivery had been rescheduled once again to May 13. On May 12, I called for confirmation. This issue was already reported under Case #********. **************** again promised it would be delivered without fail on May 13. On that day, the order status showed Out for Delivery. I stayed home all day, called to confirm mid-day, and was reassured it was on the way.Nothing ever arrived. And even worse, by the end of the day, the entire order had disappeared from my order history. I couldnt even find it in my account anymore.I have spent several hours on the phone over multiple days, received false promises, and wasted time waiting for deliveries that never came.Resolution Requested:Full refund or waiver of the entire order due to non-delivery and significant inconvenience.Immediate redelivery of all promised items, including the five complimentary bottles.Written explanation of why the order was rescheduled multiple times and ultimately deleted from my account.Formal apology for the poor service and wasted time.Commitment that my order history and customer relationship will be properly respected going forward.

    • Initial Complaint

      Date:05/13/2025

      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.
      Unable to receive customer service .Failure to deliver product in a timely manner. Automated system states no record of account.Send reschedule message every 24 hours for days on end with no delivery All does not work I want to cancel service and there is no way to do it

    • Initial Complaint

      Date:05/13/2025

      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 spoke to the company regarding an order I did not receive and then they dodged me for days and I spent 5 hours on one day being placed on hold trying to cancel and wasted so much time and energy until I had to threaten to contact my lawyer. They switched their brand to ********* and didnt let us know then I waited for them to deliver water for 2 months and they didnt deliver. Their app lies and there is no live person willing to do anything so that you dont cancel.

    • Initial Complaint

      Date:05/13/2025

      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 Overcharged Me $300 No Support Response Primo Water has overcharged my account by $300, and I havent been able to get in touch with anyone through their phone number or any other support channels. This is extremely frustrating and unacceptable. I need this resolved immediately.

    • Initial Complaint

      Date:05/12/2025

      Type:Order 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.
      Primo recently switched their website and no account # or prior invoices (incl. archived) are available to get this information. I want to cancel my service and contract (****************) immediately and there are no provisions to do this.

      Business Response

      Date: 07/10/2025

      07/10/2025

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

      Reviewing ID#: ********

      Our records indicate the account has been closed per customer request. A communication was sent to the customer via email to confirm the closing of the account.

      For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.

      Best Regards,
      PRIMO Brands

      Customer Answer

      Date: 07/10/2025

       
      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.  We suggest that you take steps to make it easy for your customers to cancel your ******************** online on your web interface.

      Sincerely,

      ******** ******

    • Initial Complaint

      Date:05/11/2025

      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.
      they keep messing up our orders and out of the blue they add unilaterally a delivery charge of $13.99 for no reason. I was never charged this in the past. Also on May 10 they delivered water and it was the wrong water. On May 12, I can see there will be another delivery with the correct water. This means they will double charge me and we will have 8 5-gallon bottles sitting around. I request an immediate refund and rectification with the correct water this time around.

    • Initial Complaint

      Date:04/20/2023

      Type:Delivery 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 requested Primo Water not to leave order unattended, to contact me prior to delivery in order for me to receive the delivery and delivery to apartment door on 8th floor. I was suppose to conduct an exchange of product with the company and the instructions were not followed. Product delivered was unattended, NO exchange of product took place since I was not contacted. I was waiting near the door expecting the delivery, no knock was heard, after seeing the email that the delivery was performed I checked outside of door and discovered delivery. I do not want to accept unattended deliveries I made Primo Water delivery aware of this. I did contact Primo and was informed that I would not be charged for the additional water and arrangements have to been made to return products involving this transaction. I was told by Primo Water customer service that I can expect to be contacted on tomorrow, April 21, 2023 between 8AM to 5PM to return product involving this delivery. I want Primo Water to know that I need to be present for deliveries and will not accept unattended deliveries. Primo Water agree to this request and is now not honoring this request. If something changes then Primo Water needs to keep me informed of any changes it needs to make. Primo Water indicated that is would credit me for the product that I am not satisfied with and for the additional product it delivered today. Also as requested from Primo Water customer service I want confirm that there are no issues with the recently returned water dispenser. My account profile landing page indicates that the water dispenser still needs attention, since this has been resolved it needs to be updated on my customer profile account as well. If ******************************************* is finding that the water dispenser has not been returned in acceptable condition, I need to be informed of that at this time by the company.

      Business Response

      Date: 05/23/2023

      05/23/2023

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

      Reviewing ID#: ********

      Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your deliveries.

      We appreciate you bringing this matter to our attention and allowing ** the opportunity to make it right. We have discussed and confirmed that you have received your refund as of May 16, 2023, the refund was for (6) Mountain Valley 1LT Spring Water Glass Bottle in the amount of $236.67. We reviewed your account and verified the account details are correct. We have placed service notes on the account with the delivery instructions, and the dispenser was removed from your location on March 23, 2023. After May 17, 2023, we made several attempts to contact you via phone and email but were unsuccessful.

      For any more questions or concerns regarding your account please do not hesitate to contact ** back at customer service ************. 

      Best Regards,
      Primo Water North America

    Primo Water North America is NOT a BBB Accredited Business.

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