Bottled Water Companies
Primo Water North AmericaThis 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
Customer Review Ratings
Average of 483 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromChris K
Date: 04/14/2025
1 starChris K
Date: 04/14/2025
This company will make it almost impossible to cancel your account when you want. Very dishonest business practices.Primo Water North America
Date: 04/22/2025
Date: April 22nd, 2025
Review 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 we have attempted to make contact with you but unfortunately, we have been unsuccessful and unable to connect.
Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
Regards,
Primo BrandsReview fromBelinda K
Date: 04/14/2025
1 starBelinda K
Date: 04/14/2025
I went through financial difficulty paid up and i asked if they can come collect their equipment and up to now its a merry go round. 3 days has become a song, they wont collect their equipment until it shows nothing and collection doesnt have the info am confused as to whom to contact. Collect your equipment and cancel my service cant seem to be done someone needs to handle these issues I see other people having the same problem tooPrimo Water North America
Date: 05/01/2025
Date: May 1st, 2025
Complaint ID #: ******
Consumer Name: ******* Kemigisa
We sincerely and greatly apologize for any inconvenience caused to you by this situation.
After reviewing the account, we can confirm that we have made contact with you. We have removed your account from collections and completed the pick-up of your bottles and equipment. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
Regards,
Primo BrandsReview fromTarcey W
Date: 04/14/2025
1 starTarcey W
Date: 04/14/2025
Horrible company I received my machine in the first 2 days the Kcup part of the machine did not work I call them they stated they will be bringing out a new one it was to come the next days they did not arrive till a week later. when the new machine came same thing happen the K-Cup did not work when I call to speak with a manager each time I was told they are not available. Instead of trying to fic the issue what did they do again send out another machine that does not work. Again I ask to speak with manager same response no one is available. This company is absolutely horrible.Primo Water North America
Date: 04/17/2025
Date: 04/17/2025 Review ID: ****** Consumer: ****** ******** Thank you for sharing your feedback with us and we sincerely apologize for the inconvenience. We have connected with you directly regarding the expressed concerns and confirmed that all items have been picked up from your location, and your account is now closed. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.*************************************************** North **********************Review fromJose A
Date: 04/10/2025
1 starJose A
Date: 04/10/2025
I paid my bill though ******** but ******** then merged with Prima water. It did not show that I paid my bill and they are asking me to pay my bill again. I have tried to work with them, but they told that the only way to resolve this issue was to pay the bill again. I refuse to pay a bill that I already paid for, so I needed up canceling my subscriptionPrimo Water North America
Date: 04/15/2025
04/15/2025
Consumer: **** *******
Reviewing ID#: ******
Dear **** *******,
Thank you for reaching out regarding your payment concerns. We apologize for the inconvenience and frustration you have experienced. We have located the payment and have submitted for the payment to be moved into the account. As a courtesy we have scheduled a free delivery for April 17th.
For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.
Best *****************************************Review fromMichael G
Date: 04/09/2025
1 starMichael G
Date: 04/09/2025
Yes, I experienced a period of financial difficulty. I contacted Primo to cancel my service until I could pay amount owed and feel confident of continuing; at first they agreed to cancel and set a date to pick up bottles (worth $120 toward my bill) and the cooler, but then no one showed up. When I called back, they told me they wouldn't pick up until balance due was paid and they insisted they would "suspend" my account instead, allowing them, apparently, to continue to charge me for monthly cooler rental and NOT credit me for the bottles (that they wouldn't pick up). I have had at least one other customer service person who agreed that they "should" pick up bottles and cooler and who did set another date, but again, no one came. So, I have been charged cooler rental for 3 months now. This could have been settled amicably to begin with since I could have paid the remaining balance once the bottles were credited. Arrogant attitudes, draconian business practices are not the way to satisfied customers.Primo Water North America
Date: 04/14/2025
04/14/2025
Consumer: ******* Geppner
Reviewing ID#: ******
Dear ******* *******,
Thank you for reaching out regarding your account. We apologize we have not been able to reach you by phone or email. Therefore, we are unable to proceed with resolving your concerns.
For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.
Best *****************************************Review fromSara D
Date: 04/07/2025
1 starSara D
Date: 04/07/2025
Primo Water has been completely unreliable. We got an unscheduled delivery we never asked for, and for over a month theyve failed to pick up 18 empty bottles. Every week Im told the pickup is rescheduled, yet no one shows up and no one communicates unless I reach out first. This level of service is unacceptable, and I wouldnt recommend them to anyone.Primo Water North America
Date: 04/14/2025
04/14/2025 Consumer: **** ******** Reviewing ID#: ****** Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your final pickup not having been completed.We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right. We were able to confirm that the final pickup was completed on April 9th. For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best *************************************************** North **********************Review fromMiriam H
Date: 04/01/2025
1 starMiriam H
Date: 04/01/2025
They have failed to deliver water ever while continuing to charge me for a dispenser which I've asked them to pick up. The customer ******************** is impossible and lacks basic knowledge of the business. Using this company is not worth the headache.Primo Water North America
Date: 04/09/2025
04/09/2025
Consumer: ****** ****
Reviewing ID#:******
Dear ****** ****,
Thank you for reaching out regarding your account. We apologize for the frustration and inconvenience you may have experienced. We have issued a credit for the delivery fee from the delivery of the dispenser on March 12th in the amount of $15.23. Our records indicate a delivery was completed on April 8th. Per our conversation I have voided the pending termination on the account and have your delivery profile set to deliver (3) 5 gallon ************************************** every 2 weeks starting April 29th.
For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.
Best Regards,
PRIMO BrandsReview fromLizette S
Date: 03/28/2025
1 starLizette S
Date: 03/28/2025
False advertisement. Lies and more lies. Worse customer service. First, I signed up for their water service through ******. The dispenser they show you at the warehouse IS NOT the one they send you for rent. I got an older, outdated dispenser version, not the one they have on display at the store.Immediately I gave it back to the driver. He called his manager and promised that they were going to send me the right one the next day. They never did. They brought it without any notice on a different date, and guess what? We were out of town. The dispenser and the bottles were left in our front porch for five days! Im not sure what would have happened if someone would have stolen the dispenser. No one was able to explain what happened. I cancelled the service but they said that I could not return the bottles and I had to keep the dispenser for three weeks until the next delivery date. I dont think I will get my full refund but I thought I should share our experience with this company affiliated to ******. Stay away from this business. If they cant be honest with their customers, I can only imagine the quality of their products. (Ej water)Primo Water North America
Date: 04/09/2025
Date: 4/9/2025 Review ID: ****** Consumer: ******* Shaffer ********** Thank you for sharing your feedback with us and we sincerely apologize for the inconvenience. We have connected with you directly regarding the expressed concerns and a final pickup of all items has been completed.Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.****************************** BrandsReview fromRaymond G
Date: 03/26/2025
2 starsRaymond G
Date: 03/26/2025
Refill machines are often broken and alternate locations listed are incorrect.Customer service is not responsive via email or phone. Very frustrating to deal with .Primo Water North America
Date: 04/01/2025
04/01/2025 Review ID: ****** Consumer: ******* ******** Thank you for bringing this matter to our attention and we apologize sincerely for the inconvenience. We have attempted to contact you directly to resolve this issue. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************. Regards, Primo Water North AmericaReview fromAuhilda M
Date: 03/25/2025
1 starAuhilda M
Date: 03/25/2025
I wish I could give it 0 stars, but 1 will do. I signed up to make my life easier. I live in second floor and I wanted the water delivered. They messed up since the first delivery. Left everything outside although I called out of work to wait for them to come installed because I was so excited. Whatever called complaint nothing changed, every delivery for 6 months was left downstairs with no knock on door or nothing. Second problem called about them delivering because 7am and not taking my empty bottles. Again nothing done. **************** doesnt care. Last and the cherry on the cake, I asked for a filter change which I was told was included with the $8 I paid a month for the machine itself. Again, work from home to wait for them to come because I was told they come in and change the filter. Well no I see the truck outside, I go and put clothes on and when I go down LOL guess what!? They left a brand new water dispenser at my doorstep!!!!! I live in a small apartment now I have 6 gallons and 2 water dispensers. Called them right away but waited 40 mins. ******* to cancel my subscription. Have to wait til Thursday for them to come and was told I would be hold accountable for new dispenser if it got Stolen. Because I told her it would stay down there as thats not what I requested. Anyways long story short. DO NOT USE!! Stay away. Paying nearly $50 for water delivery to deal with this.Primo Water North America
Date: 04/01/2025
04/01/2025
Consumer: Auhilda ******
Reviewing ID#: ******
Dear Auhilda ******,
Thank you for bringing this matter to our attention. We sincerely apologize for any inconveinence we have caused you. This is not the service we strive to provide. It is unfortunate we were unable to provide service and wanted to confirm the equipment and bottles were picked up and removed on March 31, 2025. Your account is now terminated as requested. For any more questions or concerns regarding your account please do not hesitate to contact us back.
Best Regards,
Primo Brands
Primo Water North America is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.