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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.

    Sort by

    Complaint status

    Complaint type

    • 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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