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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

    • 1,248 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2025

      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.
      Primo water company is supposed to come pick up my water machine and empty bottles but just keep making changes to the date and coming up with excuses. When I first got service with them I got a delivery right away but then three times they didn't show up when they were supposed to deliver. It started off as June 2nd to pick up the machine and bottles and know it's supposedly June 13th but each time they never show up and keep changing the date. One day they sent an email saying they were on the way but then came up with an excuse and still did not pick up my equipment. I hope you can do something to resolve my issue as it's been the past month or so trying to get them to pick up my equipment and Everytime you call customer service you get put on hold forever and they promise someone will come to pick it up but no one ever does.I just want to be done with this company its getting tiring when no one shows to pick up the equipment.

    • Initial Complaint

      Date:06/12/2025

      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 ordered from this company. My first order was wrong. They were late and they didn't set up my cooler as I ordered. Nor did they bring the water I ordered. I called to cancel. Instead they offered a refund and brought my water the next week. Then the next week they delivered water I didn't order. I called and they told me they no longer carry Crystal Rocks Spring Water. I asked for ***************. They no longer have that either. I called and canceled. They set up a date to come get the cooler and unopened water. They didn't show up. 1 week later they deleted my account but are charging for water they aren't delivering.

    • Initial Complaint

      Date:06/12/2025

      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.
      Ready Refresh was supposed to deliver water 2 weeks ago. They keep cancelling and changing delivery. Spoke to customer service past 2 days. Both times, I was told tomorrow, now Friday. Have been out of water past 2 days. The website and app never lets you speak directly to a supervisor. Hold times are 45 minutes each time you call.

    • Initial Complaint

      Date:06/12/2025

      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 would like to cancel my account because they keep bringing water when I havent ordered water then charging me for the water. When you call their phone number, no one answers. When you use the chat on their website, its a machine, not a real person and theres no way to ask a question or cancel your account.. I want to cancel my account. Have them come take back the equipment and credit me for the equipment and take back the six bottles of water that I still have. I require a credit for the water.

    • Initial Complaint

      Date:06/11/2025

      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.
      Business in question: Primo Brands-previously Ready Refresh.I have contacted this business in the beginning of April 2025, requesting to cancel my account since I no longer need water delivery, an agent returned my message and I contacted them through phone and set up the last service-empty bottles return.However, after the last service, they keep sending me invoices including late fee for a delivery that did not happen and my account is still open even after 2 months recurring late fees. I am still getting payment reminder for my future delivery till this day. I have already canceled all recurring products and disabled the auto pay method because I will be charged for an unwanted delivery if I keep my card on file.On top of that, their customer service agents rarely pick up calls, the live chat feature is fake and no agent is ever online so it was basically impossible to get in touch with them.

    • Initial Complaint

      Date:06/11/2025

      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.
      Primo Brands recently bought ReadyRefresh. I'm trying to cancel my account because I no longer need their services. They have four ways to connect with them: 1) Form on their website, 2) phone number, 3) email, 4) chat through their website or app. All four of these ways are not being answered. I was able to get through by calling their corporate headquarters number a month ago, but they have since taken that number down. They keep charging me late fees and tell me they are going to send me to collections, but they won't respond about the bottle deposits that I'm owed. There is absolutely no way to get ahold of anyone at the company. I've spent hours on hold waiting. They say I don't even exist in their system, but they're charging me.

    • Initial Complaint

      Date:06/11/2025

      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.
      Primo water /crystal Springs water delivery has claimed they merged with a new computer service causing delays. This has gone on for many months. They have charged me for deliveries much I never received. I keep getting texts saying they made the delivery but nothing has been delivered. I have asked for a refund and never got one. I have the phone and bank documents.

    • Initial Complaint

      Date:06/11/2025

      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.
      the business has a water delivery service, that has not been delivering water but charging as if they have. Try to contact customer service but online chat is unavailable and lines never answer, kept on hold for hours. At this point just want to cancel my account and have my money refunded, but cant even do that. Unable to get ahold of anyone from the company

    • Initial Complaint

      Date:06/11/2025

      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.
      My water delivery has been rescheduled EVERY SINGLE DAY. Ive called customer support and every time they said it will be delivered the next day and then at 5am the delivery get moved to the next day in the system. After they assure me that it will be delivered from 9-11am. I have case numbers and issues documentmented on the account, but no one is helping me in this situation. I live on a homestead and rely on this service to get water delivered to my house for my whole family. Absolutely horrible treatment everytime I call and they give me false promises. I finally got someone today who said we cant guarantee delivery, but I specifically ask them if they can guarantee and they said yes EVERYTIME on the phone. This is a horrible business practice and I am ******. Just look at the ******* account. So many others are in my situation and this company needs to be SHUT DOWN, FINED, and MORE.

    • Initial Complaint

      Date:06/11/2025

      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.
      Weve been a client for years. This company has skipped deliveries, claimed deliveries that never occurred, has not credited us for empty bottles. They have skipped and delayed our deliveries at least 10x. They charged a late fee for deliveries that were inaccurate or didnt occur. When calling for assistance, you are made to stay on hold for close to 40mins before speaking to a rep. ** 4 separate calls, we are guaranteed delivery, but no one shows up or they change the date on the day of delivery or Jst the day before!

    Primo Water North America is NOT a BBB Accredited Business.

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