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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.

Reviews

This profile includes reviews 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 Review Ratings

    1.03

    Average of 464 Customer Reviews

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    Review Details

    • Lisa M

      Date: 06/25/2025

      Absolutely horrible! Issues with delivery and billing errors. Last delivery they picked up 2 of my empty glass 5 gallon water bottles that have $40 deposit fee for each and you are to be credited once they pick up the empty bottles. Invoice shows 2 bottles returned and only 1 credit given. Tried calling to resolve multiple times but sit on hold for 15+ minutes. Trying to figure out how to get my money!

    • Dina M

      Date: 06/25/2025

      I wish I could give a negative or zero star for this company! Ever since ReadyRefresh merged with this company, everything went downhill so quickly. It all started with skipping deliveries and delayed deliveries to the point that my workplace had no water deliveries for more than 1 month. Then, they started giving invoices that do not match the actual charges they have on my credit card. Removing the Autopay and my credit card info on the account is impossible. In order to remove a credit card, another valid credit card info must be entered to substitute the current card used for the Autopay.
      Ever since the merge happened, it is impossible to talk to the customer service on the phone without being put on wait for hours, and sometimes, they also hang up once I got connected to them. Contacting them from their message page can result in no responses from them as well, and they only allow 250 characters to explain your issue with them. Their chat option is just a bot chat with unhelpful preset answers. Totally useless.
      They also started charging hidden credit card fees, bottle collection fees, rental fees, and so on.
      I already found a better and more reliable local drinking water company, and I have asked Primo Brands customer service to terminate my account, but they never did. They want to keep it open just in case I would like to order from them again in the future. I obviously will not order from them ever again after all the recent experiences with them, and I know that this company is doing a shady practice by keeping a valid credit card info that can't be removed unless it is substituted with another valid credit card that they can charge however they like.
      Please avoid this shady company if you can. I hope that FTC could review the shady practices from this company and close down this company for charging hidden fees and making it impossible for customers to remove credit card info, to cancel Autopay, and to close down the account.

    • Daniel C

      Date: 06/25/2025

      I canceled this service due to delivery not showing up for over a month and they charged me for equipment rental that is not in use due to no water delivery. I canceled they were supposed to pick up the empty bottles and equipment yesterday and did not no explanation just in limbo. My guess is they will try to charge me for another equipment rental.

    • Francesca C

      Date: 06/25/2025

      0 Stars! Do not use Primo! I was very happy with Ready Refresh, but they merged with Primo without my knowing ahead of time. As soon as this merger took place, my deliveries were rescheduled too many times to keep track. We would always run out of water and need to buy more at the store. Then we would eventually get a delivery a month later and then get billed so much (of which I was unprepared or budgeting for). There was no way to take out my form of payment when I decided to cancel and canceling took an act of Congress!
      Do Not Use This Company!

    • Bernadette H

      Date: 06/25/2025

      Charging for service after cancelation. Stopped providing service even while I had been a paying customer. Wait times for customer service are about 1.5 to 2 hours and still nothing is resolved. They were supposed to pick up their equipment nearly a month ago and have continuously cancelled the scheduled pick-ups.

    • Deana C

      Date: 06/24/2025

      We have had issues for several months. No deliveries as scheduled, waiting on hold for an hour on the phone to reschedule, still no delivery, waiting on hold another hour on phone, finally decided to cancel service and waited on hold another hour to cancel. Now they are telling me I owe them 16 empty 5 gallon water bottles to cancel. I replaced each empty with a full when they would show up for deliveries.

    • Erica H

      Date: 06/23/2025

      Worst customer service experience. We began our water delivery with them in December 2024, since that time we have only had 1 on time delivery and it was the first delivery. Since that time, our deliveries have always been delayed, sometime by a couple days but most times at least 1-2 WEEKS! Yes, WEEKS delays. We are now going on 21 day delay for delivery for our June delivery. Calling customer support is a joke, 30+ minute wait time every time I call just to be promised "it will be delivered tomorrow" and yet here we are still waiting on our delivery. BUYER BEWARE, DO NOT ORDER WATER SERVICE FROM THIS COMPANY!!

    • Steve R

      Date: 06/22/2025

      I would give them zero stars if I could. I called to cancel and was on hold for 2 hours. After finally picking up, they said they had no record of my account and transferred me 2 other times. Still couldn't find my account so I could cancel. One their site, contact us link, it says you cannot use it to cancel service. So you can't cancel online or by phone. You can't change your delivery to zero bottles, you can only keep skipping it. They charged for over the amount due and I can't reach anyone to correct it or cancel my service. I've messaged them through their site and also emailed them with NO response. My last resort was to call my credit card company and reverse the charges. I'm beyond frustrated with this company and am leaving this review so that others won't do business with them and have to go through the same ordeal. This should be illegal to do business like they do and not allow a customer to cancel their service.

    • Keri S

      Date: 06/20/2025

      Absolutely terrible. Ive used this water delivery service for 4 years, but this last year its surprising when they actually show up. They skip and reschedule delivery almost every single time and dont pick up the empties. Right now they skipped the last 2 deliveries so I havent had a delivery for a month now and have been completely out of water. Ive been trying to call to cancel the service and nobody answers their phone so I cant even cancel the service. I dont understand how theyre even still in business with how awful this service is.

    • Robert L

      Date: 06/20/2025

      Absolute scam. Water never comes. Promises promises promises. I have had repeated problems with this company. Unreliable.

    Primo Water North America is NOT a BBB Accredited Business.

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