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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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    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.

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    Complaint status

    Complaint type

    • 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..

    • 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 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:
      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.
      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:
      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 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:
      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.
      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

    Primo Water North America is NOT a BBB Accredited Business.

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