Bottled Water Companies
Primo BrandsThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,251 total complaints in the last 3 years.
- 1,042 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/03/2025
Type:Service or Repair IssuesStatus: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.
When Ready Refresh merged with Primo Water, their service declined significantly. They missed multiple water deliveries and would not arrive with products after numerous rescheduled dates. I decided to cancel my account and scheduled their pick up of my rented water cooler equipment for June 30th. They rescheduled me 3 times again already. Since we work and can not accommodate their constantly changing dates and no-shows, I unplugged the cooler, wrapped it to protect it from elements, and put it outside my house to await whenever they arrive to pick it up (which I explained that I had to do because we all work and can't be home at all times waiting for them). They also need to pick up 7 empty 5 gallon water jugs. This is unacceptable. I will not be held responsible for any damage to their equipment as I cannot store it in my house. We already purchased a cooler to own and there is no where to store their equipment for who knows how long. I have contacted the company several times with no resolution. In addition, there is no way to remove my form of payment from their website. I called (waited 45 minutes on hold) and asked the representative to remove it. She said it may take 24 hours to show that it is removed on my end. I still see it though. This is the cooler information that they need to pick up and are already way past the time they said they would pick it up:Aqua Barista ************ And Cold Cooler Combo BLACK Serial Number: ***********Customer Answer
Date: 07/16/2025
I heard from the company and my issues are now resolved.Initial Complaint
Date:07/03/2025
Type:Billing IssuesStatus: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 acquired our company's current water supplier without notification to us. Everything changed after that. The service was awful, billing issues could not be resolved as there was no possible way to get in touch with anyone over the phone, I sat on hold for hours trying to talk to someone without anyone picking up - I do not have time to continually try to contact them! I tried sending a contact form thru the website, they finally emailed me back and were not helpful. I asked them to cancel the service and pickup their equip/bottles and it's been weeks and they still have not come. I am also trying to get our banking info off the website and there is no way to do so which means they are holding our info hostage and they also have it set up on autopay which I NEVER authorized and there is no way to remove that on the website. I made one ACH payment and never set it to autopay or save the banking info for future use. I want to get this resolved and there doesn't seem to be any way to do that. I see they have an F rating as a non-accredited company and I know firsthand why because I'm experiencing all the awful things others have experienced!Customer Answer
Date: 07/16/2025
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:06/27/2025
Type:Service or Repair IssuesStatus: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 Brands decided to merge with Ready Refresh within the last 5 months. Once the merger began, we did not receive ANY water deliveries for the month of April. I called over 15 times trying to get the issue resolved to no avail. Finally I was able to speak with someone here in the ** and they were able to get one delivery to us with the promise that our account had been finally fixed and transferred over to Primo Water Brands from Ready Refresh. However, since that delivery on April 29th, we have not received any deliveries. We are on auto delivery every week from them but are still being overlooked! I have spent over 20+ hours of my time since that last delivery in two hour increments on the phone with the company trying to get the problem resolved. Every single time I speak to someone, they say that the problem is now fixed and we GUARANTEE A DELIVERY TO YOU. But then the day comes for the scheduled delivery and no one shows up. They are making false and empty promises which is very upsetting and unfortunately we live in a very small town of less than ***** people and so we do not have the options that other larger cities do for water deliveries. This is basically our only option (other than that, we have to drive over an hour to any major city). We are desperate to get this resolved and we also want BBB to know how absolutely terrible this company is.Initial Complaint
Date:06/27/2025
Type:Service or Repair IssuesStatus: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 rented water dispenser machine and get 1-3 5 gallons of water delivered periodically. Recently withing the past 1-2 months every scheduled delivery gets delayed, postponed, or cancelled without getting any notices from Primo Water. I've been trying multiple times in reaching out to a customer service *** to get a resolution of sort so I can get water delivered to my house and still no delivery attempts have been made with no communication from Primo Water. As a result, my family without drinking water for several *************** **************** with ******************************************* is either seldom or non-existent.Initial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus: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.
They cancel deliveries without noticeThey are rude and unprofessional They refuse to pick up their equipmentInitial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus: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.
**************** non-responsive and cannot cancel account. **************** just said "canceled" on the day it was supposed to be delivered for no reason. I cannot get in touch with anyone from customer service. This company is acting like criminals. They take your money and do not provide service. Never had issues like this when it was Ready Refresh. Since Primo Brands took over, the service has been horrible. I am contacting my bank to freeze any further charges against my account. I would not recommend this company to anyone. Worst service (or lack thereof) of any company I have ever dealt with.Initial Complaint
Date:06/27/2025
Type:Delivery IssuesStatus: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 Brand merged with Sparklettes Water. I have not had delivery of water since April and they charged me. You can have to wait at least an hour for customer service to pick up the phone then when they do they lie to you regarding delivery service. You can never complain to a supervisor because there is no supervisor. Now I get a delivery date and they keep rescheduling. This company needs to be investigated for their miscommunication with customers and the constant lies given to customer from the representatives. Just yesterday someone told me I would get a delivery and again it was rescheduled.Initial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus: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 is not giving me access to cancel my subscription. I am now calling my bank and reporting any new charges as fraud as I have let the customer service advocate know I am cancelling effective immediately. However they allegedly cannot access my account due to a systems merge on their end. Though other departments were able to access my account. This seems to be a trend with not allowing their customers with access to cancellation. Its clear online that this is a strategy the company uses.Initial Complaint
Date:06/27/2025
Type:Service or Repair IssuesStatus: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 had a biweekly water delivery service with ********************** who changed to Primo Water and ever since the change the customer service is horrible. My ********************** delivery date kept getting pushed back multiple times so I cancelled via the website because no one answers the phone and emails are automated. The email said I would continue being charged for the equipment until its picked up which is not acceptable. Theyve now pushed back the pick up date for my equip 4 times! Its been sitting in my porch ready for pick up since June 19th which was the first pick up date they gave me. It then changed to 6/19, then 6/20, then 6/25 then 6/26 .and still not picked up. This is unacceptable!!Initial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus: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 can not answer customers calling in any less than 30 mins when calling. They dont respond to emails. I have been charged for missed deliveries on the companies end, have asked multiple times for notes to be added to my account to assist in deliveries that have note been added, as well as being hung up on mid phone call multiple times while trying to handle an issue.
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