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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

    • 1,244 total complaints in the last 3 years.
    • 694 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:05/16/2025

      Type:Service or Repair 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.
      Ive been a ReadyRefresh customer for ********************** delivery service, which is now operated by Primo Water. Since March 24th, 2025, my scheduled water deliveries have not been fulfilled. I have not been charged for the water itself, but I am still being billed for water dispenser rental, which I cannot use because no water has been delivered.I have attempted multiple times to contact customer service to resolve the issue, but calls are dropped, ignored, or Im simply hung up on. The company has made no effort to correct the problem or provide support.I am requesting the following:Immediate cancellation of my subscription No cancellation or equipment pickup fees Prompt pickup of their dispenser equipment at my address No further charges of any kind I no longer wish to be associated with this service due to the consistent lack of delivery, communication, and accountability. I hope BBB can help facilitate a fair and fast resolution.

      Business Response

      Date: 06/02/2025

      Date: 6/2/2025

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

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

      Hello,

      we have reached out to the customer 3 times via phone call with no correspondence. We have left 3 voicemails with a return call phone number for further assistance.

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

      Regards,

      Primo Brands

    • 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.

    Primo Water North America is NOT a BBB Accredited Business.

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