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 has 4 locations, listed below.

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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:06/13/2025

  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 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:

  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 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..

• Initial Complaint

  Date:06/13/2025

  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 ordered the ReadyRefresh water delivery service but starting this year they never deliver on time its been couple weeks they keep delay the water delivery

• Initial Complaint

  Date:06/13/2025

  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.

  We have made multiple unsuccessful attempts to contact Primo Water since June 2, 2025, regarding the rescheduling of an equipment pickup. We have emailed their support team, used the website chat function and called daily, using various phone prompts in an effort to speak with someone. Despite these efforts, we have consistently been placed on hold for extended periodswaiting up to 45 minuteswithout ever reaching a representative, ultimately forcing me to hang ***** researching whether others were experiencing similar issues, we came across this Reddit thread that documents widespread customer service problems with *******************************************:************************************************************************************************************************************************ that Primo Water has been unreachable and their system will not allow me to remove my payment method or cancel the account, I do not believe I should be charged for equipment rental going forward. We want Primo Water to come and pick up the equipment so we can stop doing business with them.

  Customer Answer

  Date: 06/26/2025

  they responded to the email that was sent but it took more than two weeks.    We have ended service with them and are fine.  

• Initial Complaint

  Date:06/13/2025

  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 been using Primo water brands for delivery of water and rental of water dispense for about 4 years now. Have not has an issue until their merger. I have not received appropriate delivery of my water bottle for over 4 months now. They are either skipped without reason and just cancelled. There is no way of speaking with someone over the phone or via chat. I have sent multiple emails asking them to please come pick up water dispense and empty bottles because I have cancel my service due to terrible service. I have now emailed over 6 times with a response telling me someone is coming out. When said date comes I get an email stating delivery is rescheduled (which I did not request). This has happened about ***************************************************************** for the last 4 months of water dispenser fee.

• Initial Complaint

  Date:06/13/2025

  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.

  5-7-2025 PRIMO bought out Sparkletts, we already paid for Apirl.. I tried calling was put on hold 4 hours transfered 4 times!!! THEN HUNG UP ON! You can not contact them via email/online

• Initial Complaint

  Date:06/13/2025

  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.

  This is quite possibly the worst company, in terms of any service provider, I have ever had the misfortune to be involved with. They recently transitioned to a new system by merging with another brand **********. My initial thought was that they would adopt the better infrastructure of the 2 companies. I was very, veryvery wrong. The service has become abysmal at this point. Since the transition no delivery has been on time. In fact, at the time of this writing, my current monthly delivery has been rescheduled six times over the course of 2 1/2 weeks. Their ineptitude has proved quite costly for us, and that we have had to purchase the product, that we have come to rely on this company to be delivered, elsewhere. Entirely defeating the purpose of a water delivery service. All of this with no communication from the company. After multiple chat sessions, and leaving messages on the system that the ReadyRefresh My Water+ app provides, we have been given no resolution and still continue to have our delivery date moved back, again and again. It really is such a shame because we absolutely loved the Sparkletts product. However, you have to receive the product to enjoy it. Very disappointed in the service provided and realize that the recent merger has been an utter failure.

• Initial Complaint

  Date:06/13/2025

  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 was renting a water dispenser from this company and recently moved and was told that the company would be picking up my water dispenser. After not picking it up from my previous address they have continuously rescheduled my pick up date. I have contacted the customer service team and been given multiple guarantees that my dispenser would be picked up which is their responsibility as per the service contract.

• Initial Complaint

  Date:06/12/2025

  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 Brands seems to have taken over Ready Refresh, and we are caught in the middle. Not sure when ReadyRefresh stopped being our provider and Primo took over, but the portal remained more or less the same with a slight branding change, so I didn't pay much attention until we stopped receiving water. We were originally contracted with ReadyRefresh for monthly distilled water deliveries, and were expecting a water delivery at the end of April or beginning of May (the date is not documented anywhere, but my last delivery was March 31st) It has repeatedly been delayed, for a few days, significant number of times (over 5 times) I have contacted Primo by email twice, and was on hold on the phone for 30+ minutes with no answer, and received one email response, last week, and was told to expect a delivery which did not happen. Only upon going to the portal, without a date change notification of any kind, I saw my new date would be June 24rth (two weeks from that date). This is beyond unreliable, but to make matters worse, every time I open my computer I am bombarded with ads for ordering PRIMO water!! That pours salt in the wound every day. I just want them to commit to a real date and deliver, or tell me where I can get my $8 deposit back on the 12, 5 gallon bottles that have been crazily, sitting outside my front door for a never-to-happen pick-up for over a month. They may have cornered the market on water, but their monopoly should not mean that customers are left stranded to their whims. If they buy a company they should satisfy the current customers, or at least provide access where real communication about the problem with their service can be discussed.

• Initial Complaint

  Date:06/12/2025

  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 used to be a customer with *********************************************** which is now Primo Water. I cancelled my account with this business on May 16th. In order to cancel my account, I had to call their phone number and wait on hold to speak to a representative. I believe this cancellation is a violation of CA click-to-cancel law as I was able to sign up for their services online but needed to talk to someone to cancel. They still have not picked up the empty bottles and water dispenser. The original pick up was scheduled for June 3. Nobody showed up and I was not alerted to any issues. I had to reach out to them yet again to be told my pick up was scheduled for June 5. They would not answer my questions as to why they do not notify me of any changes. On June 5 I reached out to the company in the morning to confirm pick up was still scheduled for that day. They confirmed it was. However nobody showed up and the next day the company notified me it was rescheduled to June 10. Nobody showed up on June 10 either. It is now rescheduled to June 17, more than a month after I cancelled services. I live on the second floor. I either need to leave the bottles and equipment out and run the risk of them being stolen, or I need to lug them up and down stairs every single time this happens. I just want the company to collect their items and refund my deposits.