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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:06/13/2025

      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.
      We have received ************************************** delivery for over 8 years, and since the merger involving Primo Water, my water delivery service has drastically deteriorated. I have experienced no fewer than 8 postponed delivery dates since March, with water still undelivered as of today. The company has failed to pick up empty water bottles and rented equipment, despite repeated assurances.I have been erroneously charged multiple times and have spent over 5 hours on hold across multiple calls, trying to resolve these issues. I am unable to access any invoice older than March 2025 since the merger. Each time, I was met with a different excuse from computer glitches and account merge problems, to distribution and supply delays. While customer service agents have occasionally offered discounts or free bottles, these gestures have not resolved the root issues, and the service remains unacceptable.This situation is particularly concerning given that Primo appears to have a regional monopoly on the delivery of 2.5 and 5-gallon water bottles in my area. Customers have no alternative provider, leaving us with no recourse for consistent, reliable service. I am seeking the following:* Immediate pickup of all empty bottles and equipment.* Correction of all erroneous charges and proper account reconciliation.* Timely delivery of water as originally scheduled.* A clear resolution plan and restored confidence in service reliability.Primo's pattern of neglect and mismanagement is unacceptable, and I am requesting the BBBs assistance in holding them accountable for their business practices.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair 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 tried to cancel my water delivery subscription multiple times. It cannot be done by logining in on my online account. When you call, it drops your call to the survey after 5-6 minutes with no one answering. It says you can cancel through the online chat, but you cannot. I just need to cancel my account.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair 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.
      As of March 2025, ********** informed me that Primo Brands Water had bought them out. Ever since then, I have been trying to cancel the service, which they make exceedingly difficult to do so. I have scheduled for them to pick up their water dispenser and 3 bottles and 4 times they have re-scheduled me without asking me if it's convenient for me. Our office is not open everyday and it's very hard for me to have someone there waiting all day, without a time window, for this pickup. In the meantime, they put me on autopay without my knowledge and consent, and have charged my card for "cleaning" on May 10, 2025. They don't answer phone calls and emailing them is futile. This company is dragging its feet picking up equipment, and customer service is nonresponsive. The toll-free number just abruptly rings busy when you call it. It's a dead end. It's like they do it on purpose so people won't be able to cancel their service.

      Business Response

      Date: 06/09/2025

      Dear *******,


      Thank you for being a Primo Brands customer since May of 2011. We received your message, and we understand that youd like to discontinue your service. Per your request, we have canceled your account as of May 6, 2025. We aim to keep our customers happy and hydrated, but sometimes we miss the *****

      Our customer experience team is dedicated to making sure we do everything we can to address any questions or concerns you might have about continuing on with your service if you would ever like to reactivate your account.

      While we hope to hear back from you, this email serves as confirmation that your service with Primo Brands has been cancelled, effective May 6, 2025. We hope you will reconsider, but in the meantime, we have scheduled the pick-up of your dispenser and empty bottles on May 8, 2025. Which have confirmed to be completed. Thank you.

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

      Best Regards,
      Primo Brands


    • Initial Complaint

      Date:06/13/2025

      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.
      On April 11th,2025 I received a quote for water dispenser and water for my work break room. After promise on paper of $50 off first months order I agreed to proceed. Then after water arrived (after they kept changing my promised arrival date) I received a fraud text on my phone that a bill for $75 was trying to go thru from Primo water. I refused payment as it did not reflect $50 discount. I have emailed numerous times and called. Each time I call i get a different answer always with the promise to escalate the complaint in order to give me $50 off first order AND charge only $6.99 for rental of dispenser. On 5/5 I spoke with ******* and on 5/8 spoke with ******. Each time assuring me matter would be handled and promised different ***s. Both reflecting credit and $6.99 rental, not over $9 as billed. I have excellent credit and do not want this to be turned over to collections. I want to pay what I owe and only what I owe, reflecting the $50 off. I feel i cannot trust this company and until my account reflects current *** due I will not pay. Please see if you can get anywhere bc I cannot. My account online says I owe $82. Constantly changing. I will say there are 2 accts at my hospital in collections that are not mine. With service like this I can see why.Thank you!**** ******

      Business Response

      Date: 06/09/2025

      DEAR ****,

      THANK YOU FOR CONTACTING US REGARDING YOUR ACCOUNT. PLEASE ACCEPT OUR APOLOGIES FOR THE DELAYED RESPONSE. THIS ISSUE HAS BEEN RESOLVED AS OF 5/14/25.

      FROM OUR CONVERSATION ON 05/14/2025. YOUR $50 PROMOTIONAL CREDIT HAS BEEN POSTED TO YOUR ACCOUNT. I ISSUED YOUR ACCOUNT A TOTAL CREDIT OF $5.79 FOR THE COOLER OVERAGE AND THE DELIVERY FEE OVERAGE. THESE CREDITS WILL BE REFLECTED ON YOUR NEXT MONTHLY INVOICE. YOUR ACCOUNT HAS BEEN UPDATED, AND MOVING FORWARD, YOU WILL BE CHARGED A $9.99 DELIVERY FEE PER DELIVERY.

      WE WILL MAKE EVERY EFFORT TO ENSURE THAT YOUR SERVICE MEETS YOUR EXPECTATIONS GOING FORWARD. WE APPRECIATE THE OPPORTUNITY TO SERVE YOU.

    • Initial Complaint

      Date:06/13/2025

      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.
      In 2013 I cancelled my water service from Sparklets. I had a pottery jug and wooden stand. The waterstand was picked up by the then ************** and water service stopped. The rental was $.25 cents a month. After several years of billing I called the company (then called a different name-McKesson waters) to correct the continued billing a was told the account was closed and bill would stop (at that time the bill was around $4.75. The bills continued to come, I gave up. On 5./6/25 I received a notice from "Primo Brands ******************************** *****, that if I did not pay my now $10.08 owning they would send me to collections. After waiting 45 minutes, I got a **************** *** who stated that she had cancel the account but stated she could not remove the $10.08 charge. She could not give me a confirmation code all she said was her name was OSH. She stated a supervisor would return the call and I received no call. The customer service number on their web page was not working so I acted like I needed service and got a *** who said she had no access to customers recorded and forwarded me to customer service. The company now is called Primo and I believe they are cheating people out of their money. They hind behind the statement that they have acquired other company and service time is extra long.

      Business Response

      Date: 06/04/2025

      Date: June 4th, 2025

       

       

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


       

       

      Consumer Name: ****** ******


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and were unable to locate your account with the information provided. Therefore, we are unable to assist. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

    • Initial Complaint

      Date:06/13/2025

      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.
      This company recently bought out the water provider we were using. Service has been absolutely terrible. They have canceled multiple deliveries in a row. They make it impossible to cancel their membership. It's not possible to cancel online, and no one picks up their customer service line. I've waited over an hour to speak to a human twice now.

      Business Response

      Date: 06/04/2025

      Date: June 4th, 2025

       

       

      Complaint ID #: 23319710


       

       

      Consumer Name: Michael Kane


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we attempted to make contact with you. Unfortunately we were unable to connect and therefore cannot further assist. 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

    • Initial Complaint

      Date:06/13/2025

      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.
      I am filing a complaint against ReadyRefresh for unfair and potentially unlawful billing practices. On May 6, 2025, I received a water delivery, but my debit card was charged without consent on May 9well before my billing due date of May 27.When I contacted customer service on May 9 (speaking with a representative named **** and supervisor ******), I was told I could not remove my debit card from their system. This is unacceptable, especially as I clearly stated I do not authorize automatic charges.This violates the ************************ Act (prohibiting unfair practices) and the *************** Transfer Act, which gives consumers the right to revoke payment authorization.I request the following:1.That ReadyRefresh stop charging my card before the due date.2.That I be allowed to remove my debit card from their system.3.That the BBB review their practices for compliance with consumer protection laws.

      Business Response

      Date: 06/04/2025

      Date: June 4th, 2025

       

       

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


       

       

      Consumer Name: ****** *******


      We sincerely and greatly apologize for any inconvenience caused to you by this situation. After revieiwing the account, we can confirm we made contact with you, We discussed the rental and deliveries with you and gave a direct point of contact for anything future. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair 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 customer of *************** for over 15 years,, I have delivery at my home and office.. Had to move in February due to a mold issue,, Called arranged to have dispenser and bottles picked up at old address. set up new service at new apartment.. They haven't picked it up. This was 3 months ago i call 2x a week and which takes hours... I simply need them to pick them up and they refuse

      Business Response

      Date: 05/15/2025

      Date: May 15th, 2025

       

       

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


       

       

      Consumer Name: ****** *****


      We sincerely and greatly apologize for any inconvenience caused to you by this situation.

      After reviewing the account, we can confirm that your bottles and equipment were confirmed as picked up. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. 

       

      Regards, 

       

       

      Primo Brands

      Customer Answer

      Date: 05/15/2025

       I am rejecting this response because:
      The equipment was gone when I came home on Saturday (which is a good thing) but when I called the 800 # you gave me they had no record of it,, no credit to my current account,,,

      I really need someone to call me back,, I am back living at this apartment now ***************************************** and I need a water delivery and yo get my account credited for the picked up items,,,, please please have someone call me that is capable of seeing both accounts,, the 800# does not have anyone capable of even understanding this issue ************..,,. Thank you ****** *****

       

      Business Response

      Date: 06/04/2025

      Date:06/04/25
       
      Complaint ID #:********
       
      Consumer: ****** *****
       
      Got in contact with the customer, was able to confirm their pickup and get them credited for the bottles picked up. 
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/09/2025

       I am rejecting this response because:
      This company is terrible,, the guy called said he was gonna credit my account,, never did... I said I got a txt message that i am getting a delivery on 6/5/25.. I have 2 inactive accounts so I asked him to check all of them... said he did, no deliveries scheduled... sure enough 6/5 comes,, driver is at my apartment for delivery.... now yesterday i get a txt your water will be delivered 6/10/24... nothing scheduled on my account until 6/12.....  no deliveries showing on any of the accounts,... called **********************.. waited 50 ,mins begin to explain the situation... in the middle put on hold and asked how likely i am to recommend Primo water and disconnected me...This company is terrible...I have my entire building ready to cancel as soon as there is an alternative.... whoever called,, even though it did nothing at all please please call back ************  

    • Initial Complaint

      Date:06/13/2025

      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 am trying to have my water delivered to my house. They was suppose to deliver 6/6/25, they did not, no response from them saying it was not going to be delivered. I thought maybe it would be delivered on 6/9/25, nope. I called them Tuesday, 1st time got hung up on by gentlemen. I called back and talked to someone different, he arranged for deliver on 6/12/25 (with 2 free bottles). They had a message on the apt. that delivery would be 6/13/25, now I got another message delivery on 6/16/25. I have had to go and purchase additional water since I do not have any more of their jugs, I told them, I have a disabled person that relies on the water but doesn't seem to bother them. I called them today (6/13/25) and got put on hold and never came back. So I am turning you to try to help me.

    • Initial Complaint

      Date:06/13/2025

      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 canceled this service because they kept pushing my water delivery date. I take care of my elderly mother, and this service was convenient for me because I work all the time I explained that them yet my water was never delivered. The date kept getting pushed. So I spoke to a representative named *****, and he said that he would cancel my service no charge and that my equipment will be picked up June 10 to this day the date to pick up the equipment and empty bottles keeps getting pushed to the 11th to the 13th now recently 16 June. I just want them to pick up their equipment, but keep getting the runaround. Please help. Also, every time I call Im on hold at least an hour..

    Primo Water North America is NOT a BBB Accredited Business.

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