Business Profile
Bottled Water Companies
Primo Water North AmericaThis business is NOT BBB Accredited.
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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
1.03/5 stars
Average of 483 Customer Reviews
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Review fromKelsey D
Date: 07/09/2024
1 starKelsey D
Date: 07/09/2024
Since the company was bought out by Primo Water the quality of service has been awful. The delivery fee went from $2/delivery to $14/delivery. The delivery date would be inconsistent and would go months without a delivery. It has now been 9 months without a delivery but I still get charged every month despite trying to close my account. Several times I am overcharged. With every delivery I am supposed to be credited for the empty bottles and then charged for the new ones. The invoice will be marked with the bottles they take but they don't credit me for the returned bottles, but I am charged for the new bottles. This has resulted in being overcharged by $100+! Embarrassing for a large nationwide company. Every time I've reached out to customer service they do not response to their customer service email. Every time i reach out via phone I have to explain everything over again and it's over an hour on the phone every time. **************** people I've chatted with are very kind. But overall this company is an embarrassment :( Before Crystal Spring was bought out they were fabulous.As of 7/9/2024 the company has refused to refund the overpayments I was charged.Primo Water North America
Date: 07/29/2024
07/29/2024 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 the lack of deliveries and contact. 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 did contact the customer to assist with the ********************. It was advised on our side that due to the account being on a military base we no longer had access to, we were unable to make deliveries to them. We did attempt to complete the final pickup; however, we were unable to re-establish contact with the customer to coordinate it. We did call and left voicemails along with emailing the customer. For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best Regards,************, Corporate Resolution Specialist Primo Water North America Office: ************************* Email: ****************************************************************Review fromMarwan T
Date: 07/02/2024
1 starMarwan T
Date: 07/02/2024
Unprofessional people they promised me on the 27th of June the delivery and they collected $50 authorization on my debit card then on the 27th they changed the delivery to the third without a notice after emailing me to have somebody waiting a day before on the 27th they said that we will deliver on the 2nd of July they emailed me and made sure that somebody will be waiting a day before which is the second of July on the 2nd of July they said that it's going to be on the 3rd of July because there is a gate code and I don't have a gate on my community she apologized she said the notes was there that way they're discriminating against me because I am disabled and I can hear the laughing in the back two times at the beginning I thought they were just laughing but then when they did it the second time I knew because I chatted with several of them on the chat and they promised that it's going to be done in the same thing happened on the 2nd just now and I asked for the supervisor they put me on hold and then they hang up the phone wow free countryPrimo Water North America
Date: 07/25/2024
Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience. We have attempted to connect with you at the provided email address and were unsuccessful in reaching you. At your convenience, please contact us at ************** Monday-Friday between the hours of 10 am and 6 pm EST so that we may further assist you. Thank you and we look forward to hearing from you. Regards, Primo Water North AmericaReview fromKelli S
Date: 07/02/2024
1 starKelli S
Date: 07/02/2024
Worst company EVER! Worst customer service EVER!! They dont return calls. Dont come when they say theyre coming or come on the wrong day when bottles arent out. Delivery the wrong product / equipment. Constantly have to call to have things corrected or take off time from work to sit around waiting for them just to find that they dont show up. I absolutely despise this company & do not recommend it to anyone!Primo Water North America
Date: 07/08/2024
07/08/2024 Review ID: ****** Consumer: *********************** Thank you for sharing your feedback and we apologize sincerely for the inconvenience. We have connected with you directly regarding the expressed concerns and have since resolved this issue. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.*************************************************** North **********************Review fromRosemary J
Date: 06/27/2024
1 starRosemary J
Date: 06/27/2024
They skipped our water delivery this week and when I notified them of the no-show, they said they'd get to us in a few days. I'm not going to do that to my people here at the office so I cancelled their service. They then insisted that I store all their empty bottles here for free for the next couple of weeks. Terrible water delivery service.Primo Water North America
Date: 07/10/2024
07/10/2024 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 the final pickup not being 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 complete the pickup as of July 2nd, 2024, retrieving all items. Customer was contacted to confirm the pickup had been completed. For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best Regards,************, Corporate Resolution Specialist Primo Water North America Office: ************************* Email: ****************************************************************Review fromIleana D
Date: 06/27/2024
1 starIleana D
Date: 06/27/2024
So upset with this company! After I called and canceled my account last august 2023. I had a credit on my account which they said it will be sent by mail after a couple of weeks. I was like ok its fine. Here I am never received my credit back, many emails have been sent back and forth , and when I finally got my check it bounced because their company cancelled it. Its very frustrating having to be sending emails back and forth to confirm my billing address . Wouldnt personally recommend this water service to anyone. Like I should be getting my credit plus interest and late fees since its taken almost a whole year to resolve something so simple??Primo Water North America
Date: 07/03/2024
07/03/2024 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 receiving a cancelled check and delays with receiving a refund. 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 confirmed with the customer that the new refund check had been received and that the new check is valid and has not been cancelled. We discussed with the customer their concerns with how long the refund took and promised to bring this up with management to assist with streamlining the process. For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best Regards,************, Corporate Resolution Specialist Primo Water North America Office: ************************* Email: ****************************************************************Review fromChao F
Date: 06/25/2024
1 starChao F
Date: 06/25/2024
This company deliver the items i didnt order and trying to charge me for it. I called and they promised to take the item back and credit me the money. They never showed up and trying keep continue bill me.Primo Water North America
Date: 07/01/2024
Date: 07/01/2024 Review ID: ****** Consumer: ************ Thank you for taking the time to share your feedback with us and we apologize sincerely for the inconvenience. We have attempted to contact you directly regarding the expressed concerns but have been unable to reach you successfully. Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.*************************************************** North **********************Review fromAlissa G
Date: 06/14/2024
1 starAlissa G
Date: 06/14/2024
Machine reservoir starting freezing- temperature guage must be broke. Fill sensor broke when froze- had machine just over a year. Tried to troubleshoot myself, reached out to Primo and spoke with multiple different customer service reps in hopes to get a new part or some help, and was met with the same rude apathetic responses. Their solution was simply to buy a new unit. After spending $250 on this unit, I will not be buying Primo again. Very disappointed with the customer service.Primo Water North America
Date: 06/21/2024
06/21/2024 Review ID #: ****** Consumer: ******************************* We value your feedback and apologize sincerely for the frustrations we may have caused you. We have contacted you to advise you of the status of your warranty claim regarding your Primo dispenser. Should you have any additional questions or concerns please do not hesitate to contact us back directly. Best regards, Primo Water North AmericaReview fromFredrick H.
Date: 06/12/2024
1 starFredrick H.
Date: 06/12/2024
This company is horrible. They couldnt get my first delivery correct. I canceled my order and customer service and resolution team will pass you around if you ask to speak to a manager. Please any Military veteran out there dont use this company . Im still waiting on my refundPrimo Water North America
Date: 06/20/2024
06/20/2024 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 receiving a refund.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 confirmed with the customer that the refund was being sent out. The refund for $73.12 was officially sent out as of June 18th. All refunds take five to seven business days to be received.For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best Regards,************, Corporate Resolution Specialist Primo Water North America Office: ************************* Email: ****************************************************************Review fromJon G
Date: 05/30/2024
1 starJon G
Date: 05/30/2024
Absolutely terrible. Never sent me an invoice, quoted me one price through ****** and then billed me a different price 2 months later only after I called them. The never sent me an initial invoice and when I finally called told me my account was locked out for non payment and then admitted that they had a glitch and never actually sent me an invoice. Clearly this company is very disorganized and a waste of my and everyone elses time. They also initially promised free delivery but added a delivery of $13.99 on top of every month fee just lie after lie insane.Primo Water North America
Date: 06/04/2024
06/04/2024 Review ID #: ****** Consumer: ******************* We value your feedback and apologize sincerely for the frustrations we may have caused you. We have connected with you directly to further discuss the expressed concerns and have since resolved this matter. Should you have any additional questions or concerns please do not hesitate to contact us back directly. Regards,Primo Water North AmericaReview fromNancy R
Date: 05/29/2024
1 starNancy R
Date: 05/29/2024
I returned 6 glass bottles in February to get my deposit $30/bottle refunded ($180 total!). It is now May 29th, and after 10 phone call attempts to get my money back NOT ONE customer service person has done so successfully. Worst customer service EVER. You can get ************************************** in 2.5 gallon glass bottles from Whole Foods and not have to deal with this absurdity. I am on hold for the second time today as I type. I think I've wasted about 6 hours on hold and with agents since March. Zero stars if I could.Primo Water North America
Date: 06/04/2024
Hello *****, thank you for taking the time to provide us with your review, as your feedback is extremely valuable to us. We regret to hear that your experience with our product was below satisfaction and we would like to assure you that this is not the level of service that we strive to provide to our customers. We have credited your account for the bottle deposits, and a refund check has been requested to be mailed to you. Please give 6-8 business weeks for this check to arrive. For anymore questions or concerns regarding your account you can also contact us back at customer service ************. Best Regards, Primo Water North America
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