Complaints

This profile includes complaints for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Primo Water North America

  1150 Assembly Dr Ste 800 Tampa, FL 33607

• 

  DS Services of America, Inc.

  430 Commerce St Williston, VT 05495

• 

  Primo Water Corporation

  101 N Cherry St Ste 501 Winston Salem, NC 27101

• 

  Kentwood Spring Water

  4405 S Macarthur Dr Alexandria, LA 71302

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.

• Initial Complaint

  Date:05/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Business Response

  Date: 07/15/2025

  07/15/2025
  
  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 receiving a refund for the two bottles that had to be disposed of.
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
  We have it marked in our system that the credit was placed on the account on May 22nd and that the refund was sent out on May 24th.Please let us know if there is anything else we can assist you with.
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.
  
  Best Regards,
  Primo Water North America

  Customer Answer

  Date: 07/15/2025

   
  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:05/22/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Our prior excellent water delivery service was transferred to Primo, who now appear to have a monopoly on water delivery in the ******************* area, at the end of April. They immediately missed the first delivery but did email to give a re-scheduled date for the following week. No apology for the inconvenience of a missed delivery of course. We then expected delivery to occur every two weeks, per our account, but the next delivery did not happen. No text or email to re-schedule. I have checked my account on-line and there are now no future deliveries scheduled. I tried calling customer service but the automated system does not recognize my number or believe I have an account. I then tried calling the line for new customers and finally got an actual person who transferred my call within 20 seconds. I barely spoke five words and then held for 45 minutes to speak to customer service only to then be told that my account has been transferred to Ready Refresh and that, although Primo owns that company, they could see but not access my account. The number I was given for Ready Refresh (because at this point I have nothing better to do with my time right) finally connected and I am now back on hold again with an estimated wait time exceeding 30 minutes. This is not acceptable. So all I want now is to cancel my account with the assurance that all of my details are deleted from their system, whether that be Primo or Ready Refresh, and for them to pick up all of the empty water jugs that have been sitting outside for a week. They should be embarrassed but obviously they simply do not care about any one of their customers. If they insist on holding a monopoly on all water delivery in greater *********** then at a bare minimum they should staff customer service accordingly. I will never do business with this company again.

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 initiated service with this water delivery company in March 2025. **************** was satisfactory for March an April as was the initial promotional price. However I was not receiving my billing invoices or any communication due to a clerical error that my email address was misspelled. I was able to get that resolved however now I cannot reach anyone at the company. I last spoke to a representative two days ago. I attempted to cancel my service in response to delivery delays. The representative pleaded me to give them another chance and gave me a 50% discount. The delivery was to occur yesterday by 4 pm. I actually saw the delivery truck in my neighborhood precisely at 4pm however still no delivery. I called today at least 4 times waiting on hold at least 5 minutes only to be taken to a customer satisfaction survey and then disconnected. My portal on the website has no apparent option to cancel. The repeated reason for all this is a recent merger which occurred on or after I initiated service. I have 8 bottles stacked up for return. I wish to return the bottles, my service cancelled without further pay and the company investigated.

• Initial Complaint

  Date:05/22/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 not had water delivery since April 16th. I have made 6 phone calls where I have been placed on a brief hold (never came back), remained on hold for 40+ minutes only for no one to answer and be sent to a survey (during business hours), talked to a customer service agent which scheduled our delivery for the next day (didn't show up), talked to a customer service agent which told me our delivery would be made that day (didn't show up), talked to a customer service agent which acted like he couldn't hear me and sent me to the survey. I now am on hold yet again since our delivery that was supposed to show up Monday is now scheduled to be delivered on Wednesday. Update: The agent told me it would be delivered Wednesday again!!! It wasn't delivered and was pushed to Thursday, I just checked again and it now says Friday and we have no water for 20+ people. This is ridiculous. I just need a REAL answer on when we will be getting our water delivered. This merger is horrible!!! I'm ready to CANCEL SERVICE!!!!

• Initial Complaint

  Date:05/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Wrong delivery. Called for resolution, had to wait on hold for 40 minutes. I was promised a call back from a supervisor by the end of the day. Never happened. I had to call back the next day, waited 35 minutes gave ref#********, still no resolution. I ordered 6 cases of water and 2 5gallon bottles were delivered. My reoccurring order is 6 cases. Still no delivery, called back again waited 40 minutes. Again, promised a delivery by Tuesday 5/20. NO delivery. Went on the website to cancel my account. Cannot delete my credit card or cancel my account. One the phone waiting to do this and been on the phone for over 30 minutes. Anytime you call, longer than expected delays. I have been a member for almost 10 years. When it was deer park. Then it was readyfresh, app was awful customer service was not as good. Now it is primo water and it is absolutely TERRIBLE! How do you get 2 5 gallon bottles from 6 cases? Try to call or cancel your credit card or account. YOU CANNOT. You have to call and wait more than 30 minutes due to high volume calls?????????????????? They just opened!

  Business Response

  Date: 07/11/2025

  07/11/2025 
  ? 
  Consumer: ****** *******
  
  Reviewing ID#:?********
  
  
  Dear Valued Customer,? 
  
  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. Our records indicate that your account has been closed. Any balance due, has been cleared resulting in $0 balance. 
  
  We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.  
   
  
  For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. 
  
  ? 
  
  Best Regards, 
  
  Primo Brands

  Customer Answer

  Date: 07/13/2025

   
  Better Business Bureau:
  
  I was charged another monthly fee so they still have my credit card on file.  I want to wait to see if I am charged again this month.  If not, in reference to complaint ID ********, I would then find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 placed an order to get water delivery. When the delivery driver came, he said he didnt have any water equipment other than this more expensive one but I wouldnt be charged for it. Well I got charged for it. I called customer service five times Ive sent about 10 emails and Ive been unable to get a hold of anybody. And Im not able to get assistance. And now I got a Collection bill. All I want is for them to come pick up this stuff. I dont want it.

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Signed for water delivery and everything was delivered as planned on 3/29. I received a call on 4/8 for a delivery confirmation on 4/9, which I skipped. Was advised that my next scheduled delivery would be 4/23. Come 4/23, no delivery, so I had to call and wait about an hour to inquire. Once I got ahold to an agent, I was advised that my date had been moved to 4/26. There was no communication about a change in dates. On 4/26, I received one 5 gallon bottle instead of two as requested. Called and waited another hour to inform of the error. Sent an additional delivery for the one bottle on 5/1. The next scheduled delivery was 5/16. Once again, no delivery. No communication. Waited almost 2 hours to speak with someone. **** being advised that it was coming. Went with my gut and requested a supervisor, which confirmed the water would not be delivered because they no longer carry that particular water. No communication again. Just a no show. Advised I wanted to cancel due to the consistent issues. Scheduled pick up for dispenser and water bottle 5/21. Reinstated after thought, was told my order was converted to a delivery for 5/21 instead, with a fee waiver this mos. Needless to say, it was a no show again. Waited 30 mins then transferred to the ************ waited another 30 mins only to speak with an agent that was not helpful. Asked to speak a supervisor. Wait another 30+ mins only to speak with another agent. She simply put me back in queue. There were no supervisors available and a msg needed to be sent. I spent over 2 hours in the phone this time. The last agent was trying to be helpful but no water deliver until 5/30. A month! I signed up for water delivery but still have to go buy water! Empty containers still on my porch. Lousy service and all I hear is sorry, it is the merger. This is lousy service. I want my water delivered and for future deliveries to be correct. I am a new customer and this service is by far the worse.

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 PRIMO water service and I called to have it cancelled first week of April. I called again to verify the equipment was being picked up they said they have no record. So it scheduled a pickup date for rental equipment and they didnt come. Fast forward to today, this is the 6th time Ive had to reschedule to have it picked up because they never show up. Everytime Ive had to call was a 2 hour wait. I was assured I the equipment would be picked up and its been sitting by my door for a month and a half. The last representative I just talked to was rude. All he gave me was the name ****** and said they dont have ID numbers, couldnt provide me any sort of case number, and couldnt provide me any information to ensure this was being done. He arrogantly was saying that he wasnt sure what his last associates did but that he was doing it correctly. Implying that his associates werent doing it correctly. I never thought Id have to file a complaint in this matter but this has been absolutely ridiculous. Rescheduled 6 times and wait times of 2 hours. I have kept record of all emails, voicemails, and everytime I talk to a new representative, they cant see any of the notes. That doesnt make any sense.

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The customer service department of this company is in the wrong field. I have attempted calling on four different days to to cancel my service on one of my two accounts. After being transferred about 4 times each, and one hour later on each call, I was never able to be directed to the right department for cancellation. I understand there is a merger happening at this time with Ready Refresh and that complicates things, but this has been 4 separate occasions, totaling near 4 hours with no resolution or redirection. It appears that most of the people working on answering phones have no dedication to the company nor the customers. They also have no direction as to who will handle cancellations or edits to orders. This is likely a case of having a lot of customer service when trying to sign up and no customer service once you are a member. This company has terrible customer service, and that's putting it nicely.

  Customer Answer

  Date: 06/01/2025

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

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My deliver as scheduled for 5/1. I did not receive notice it was being rescheduled. I did try to schedule a one time delivery for May 7 that I received a text message later that it would be rescheduled after talkingto a customer service *** who said that the bottles would be credited back to my account for the inconvenience then I received another message that delivery was rescheduled for the ninth then canceled rescheduled for the 11th The 16th the 19th and all were sent with a text message the day before saying sorry we have to cancel I received a text messagetoday. The water was delivered, and it was not delivered. I still have a kitchen full of empty bottles and an office full of people wondering our water delivery is No idea where it went. I sat on hold for an hour and the customer service person I spoke with said our deliveries rescheduled for 27th but would not credit the entire order and frankly its an awful inconvenience and this company is now a monopoly were gonna be canceling for all of our offices and going with a different company and if we cannot find a different company were just going to cancel altogether and figure out another option because this is and terrible customer service