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:05/21/2025

  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.

  This company is a water delivery service that engages in extremely deceptive business practices. First, they lie about their fees and costs up front. As soon as you sign up, they double the subscription fee and apologize for misrepresenting their charges. They also have routinely levied inexplicable charges against my account. These charges range from $3 to $50 and they occur biweekly. They make it impossible to speak with anyone. Their phone lines dont answer. They miss deliveries. Their app requires you to be in autopay and doesnt let you unenroll from autopay. They dont let you even change your credit card info. This is a bait and switch fraud business scheme.

• 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.

  I am submitting this complaint due to Primo Brands consistent failure to deliver my prepaid water order, lack of proper communication, and failure to resolve the issue despite repeated outreach.I placed an order for:Three (3) 5-gallon bottles of Pure Life Purified Water One (1) Tempest Bottom Load ********** Water Dispenser Since mid-April 2025, the delivery has been rescheduled more than a dozen times, often at the last minute, with no successful completion. Examples of rescheduled dates include April 15, 16, 17, 18, 21, 22, 23, May 6, 7, 8, 9, 12, 13, 14, and beyond with each update followed by another failure notice.Despite receiving a message on April 23 claiming the order was delivered, nothing was delivered. I even attempted to contact the driver multiple times with no response. No valid delivery photo was provided.When I reached out to Primo Brands customer service, they cited a merger with ReadyRefresh as the cause of the disruption and offered a $5 discount on two future orders. However, the delivery never occurred even after that promise.This ongoing situation has caused great inconvenience and wasted time over several weeks, and Ive yet to receive either the products or a refund.Resolution Requested:I am requesting either of the following actions:Fulfillment of my full order as originally placed, including the 3 water bottles and the water dispenser as soon as possible.OR A full refund for the undelivered items.Additionally:Written assurance that my account will not be charged further.A formal apology for the extended inconvenience.Evidence Provided (supporting documents):Screenshots of repeated rescheduling messages via SMS Email correspondence with customer service (proof of attempts to resolve the issue)

  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.

  I have a standing order with Primo Water (formerly Ready Refresh) for 5 - 5 gallon bottles of water. This delivery is scheduled to occur every 4 weeks. This has been my standard delivery for over 10 years. I received my monthly order on May 2, 2025. Today, on May 21, Primo delivered another 5 - 5 gallon bottles without any warning. Normally, I would receive notification letting me know that my delivery is on the way. I did not receive notification. I do not have room for all of this water. I do not want all this water and I do not want to incur the added expense Previously, Ready Refresh had been warned, not to deliver anything to me that I did not order. I have tried to contact Primo Brands after a 25 minute wait ****** told me that he could not help me because, I was formerly a Ready Refresh customer.. I held on the phone for 1 hour and 5 minutes and no resolve.Primo Brands needs to refund my $48.17 as I did not authorize this charge. They are free to come back and pick up the 5 -5 gallon bottles they delivered to day.

  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: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.

  At the beginning of 2025, I called Primo Water (now rebranded as Primo Brands) to request the closure of my account and the removal of their water dispensing equipment, as their delivery fees were too high. During the call, the customer service representative assured me that my account would be closed and someone would be sent to collect the equipment.About a month later, no one had come to pick up the water jugs or the dispenser, so I called customer service again. I received the same response they would close the account and arrange for the equipment to be picked ***** April, I started receiving invoices from the newly rebranded Primo Brands, with a charge of $5.99. I called again, and the customer service representative repeated that the account would be closed and the equipment collected. They explained that the company was undergoing a merger, and the accounts had not been properly updated.However, up to this day, I have continued to receive invoices, with the latest bill increasing to $19.13. During this entire period, I have not used any water delivery service, nor are there any records of service usage. The company has continuously sent invoices while completely ignoring my repeated **************, I called customer service again and was told my issue needed to be escalated to a "special list" for resolution. After waiting for an hour to be connected, the call was immediately disconnected upon being answered.

  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.

  Primo Water has apparently done a merger with another company and it has drastically affected our service, and they have repeatedly lied/misrepresented deliveries that were never received and refused to do anything to actually correct the problem. We have been Primo clients for over 6 years now.We have had to call at least 7 times in the last 6 months for deliveries that were scheduled, we received emails and phone calls saying deliveries were confirmed, kept up-to-date on our online delivery portal, and still, literally no one shows up, no one calls, or ever follows up. Then I have to sit on hold - today for 2 HOURS - only to be told it was "delivered (it wasn't)," "sorry, we have a merger," "can't do anything 'til June 2 and won't guarantee someone will actually show up this time, "and when I asked for some kind of restitution monetarily for all my time and inconvenience, was offered to waive the $13.99 delivery fee. When I admonished the representative that was not enough for all the hassle this has been, he hung up on me. Whatever has happened to this company, they are NOT the company they started out to be. I am seeking some kind of reasonable financial compensation for all the time they have wasted and failed customer service over all this time.

  Customer Answer

  Date: 06/01/2025

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

  
  

  Customer Answer

  Date: 07/01/2025

  I have not heard from Primo Water Corporation about my complaint, but the situation with them has continued to get worse since I filed it. We filed for cancellation of the whole account on their website - we then received an auto-generated email saying they would pick up the cooler and glass bottles they owe us a deposit for (and they appear to have charged us a rental fee on the cooler the past few months, despite not delivering any water, meaning we couldn't use it at all). 

  
  

  They subsequently did NOT show up for the supposed pickup time, I sent an email in complaint, I got another auto-response saying they'd come for a different pickup date, they didn't come for that either, then we got an auto-generated voicemail earlier this week saying again they'd be here to pick up, and once again, no one came. I've emailed several times, told them they are in breach, insisted someone contact me about this pickup and rectify the account to show we do not owe them anything, but no one has responded at all to that either. I'm not entirely sure what more to do, to be honest!

  
  

  Heather

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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 am filing this complaint due to Primo Waters failure to address a serious service issue and complete lack of customer support.On 5/************************* delivered a 5-gallon water bottle to my home that had a visible crack. As a result, water leaked all over my house, causing a mess and inconvenience. I immediately contacted their customer service via email. I received an automated response stating I would get a reply within 2 business days. Instead, I received another message saying it would take another 2 daysthen ********** addition to email, I have called their customer service line three separate times. Each time, I was on hold for over 30 minutes and never reached a live representative. No one ever picked up. Once I got ahold of someone they told me they couldnt do anything because of the new system. He said he would transfer me to a special number of supervisors and staid there on hold too. At this point, its clear that Primo is either unable or unwilling to provide basic customer support.This is absolutely ridiculous. The product they delivered caused damage, and the company has taken zero accountability. I am now actively looking to cancel my account, but even that feels impossible given the complete lack of communication.I am requesting the following:A full refund for or the damaged bottle Immediate assistance to cancel my account and stop future deliveries Primo needs to take this issue seriously and address their unacceptable customer service practices.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  Primo waters is insane. They are not only a monopoly, they illegally deliver when its not the delivery month, refuse to come back to pick up unwanted or unordered water then try to charge. This is ILLEGAL. You cannot force people to take products they do not want. You change company names, change websites to try to trick consumers. This company should not be allowed to be in business. This is insane.

• Initial Complaint

  Date:05/21/2025

  Type:Billing 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.

  Billing and past due amounts. We used the service for many years, having payments sent electronically via billpay for monthly service for a cooler only, Issues arose when payments were not veing applied, i spoke with customer service and supervisors, as well as forwarding copies of checks as proof of payment.Calls and emails have not resolved the issue and relationship has been terminated.

  Customer Answer

  Date: 06/01/2025

  I have not heard from the business in response to my complaint.  Numerous calls & emails with attempts to rectify the issue have produced nothing.

  Their emails now are returned as undeliverable and requests for returned calls produce nothing.

   

  
  

  Business Response

  Date: 06/04/2025

  Date:06/04/25
   
  Complaint ID #:23360321
   
  Consumer: Stephen Chapin
   
  We have gotten in contact with the customer and advised them we have made the correct adjustments and confirmed their balance at zero. They will be getting their invoice final invoice to confirm this as well. 
   
  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: 06/16/2025

   
  
  Complaint: 23360321
  
  
  
  I am rejecting this response because:  

   

  I eill gladly respond and indicate a positive resolution to this matter when i receive the invoice from Primo Wster indicating application of payments and a ZERO BALANCE.

   

  Thank You

  
  
  
  
  Sincerely,
  
  
  
  Stephen Chapin

  Business Response

  Date: 06/25/2025

  Date:6/25/25
   
  Complaint ID #:23360321
   
  Consumer: Stephen Chapin
  

  We have remained in contact with the consumer to address and resolve all concerns. A final invoice reflecting the updated account activity has since been generated and shared with the consumer as requested. After confirming receipt of the invoice and following up directly, the consumer stated that no further assistance was needed.

  
  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: 06/29/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23360321, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Stephen Chapin

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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.

  Primo Water has made it impossible for me to gain access to my account information. I spent 45 minutes on hold and never got through to ***************** I also tried their web site which cannot recognize my 20+ year old account. I'm at my wit's end!

  Business Response

  Date: 06/04/2025

  Date:06/04/25
   
  Complaint ID #:********
   
  Consumer: ****** *******
   
  Made contact with customer and updated her with new account information. Updated customer with call-back number and advised of new communications on the account.
   
  Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
   
  Regards,
   
  Primo Brands
  
  
  

  Customer Answer

  Date: 06/17/2025

   
  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:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Primo Water recently went through a merger with *********** and I have been trying to cancel my account and cannot get a hold of anyone to do so. I continually get hung up when I call their customer service #************ before speaking with a rep, their chat feature is only an AI bot, and the email form has not received a response in the 3-5 day response period.

  Customer Answer

  Date: 06/02/2025

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

  
  

  Business Response

  Date: 06/03/2025

  Date:6/3/25
   
  Complaint ID #:23359383
   
  Consumer: Annette Robinson
   
  We have gotten in contact with customer and per customers request closed the account and scheduled a pickup of all items.
   
  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: 06/09/2025

   I am rejecting this response because:
  
  They responded in email that they’d cancel my account & pickup equipment on 6/5. They haven’t picked up equipment and I am still receiving text messages about upcoming deliveries and my account still shows open when I login. 
  
  
  

  Business Response

  Date: 06/12/2025

  Date: June 12, 2025
   
  Complaint ID #:23359383
   
  Consumer: Anette Robinson
   
  We have reviewed the consumers rebuttal regarding equipment pickup and account visibility. We have been in direct contact with the consumer and provided clarification regarding account status, system notifications, and the reason her account may have appeared active. The account is marked as quit with no further deliveries scheduled. A final pickup is currently scheduled and communications has been sent to local management to ensure completion. We will continue to monitor this final step and remain available should the consumer need further assistance. 
   
  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