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 475 Customer Reviews
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Review fromTrinity M
Date: 04/03/2024
1 starTrinity M
Date: 04/03/2024
I ordered in-person, through ****** and my membership. The sales associates were great and took me through the process. It was supposed to be delivered on a Friday, never came. Received an email stating they were sorry they missed by delivery and it was to be rescheduled for Monday. Monday rolls around and right at 7 am I get the same email. I check my app on Tuesday, it says your delivery is paused, okay no worries still figuring out a date, right. Today my app had 0 on it. Nothing, literally just promoting their products. I call corporate, turns out they terminated my account because my home was deemed unsafe despite them never showing up. No, I was not notified of anything other the missed deliveries, nothing in junk or spam, zero. In fact, they were able to pull all of my terminated information including my address from just my first name and phone number. I called ****** to make sure they dont have that info, but now Im watching my cards like a hawk. They did charge me initially (despite saying they wouldnt) but it was returned later that day. No other charges, but theres something fishy here. Sad that ****** chose to work with such a lowly and unaccredited brand.Primo Water North America
Date: 04/12/2024
04/12/2024 Consumer: Trinity ****** 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 issues with the account being closed out. 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 attempted to contact via phone and email however we did not receive a response. For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.Best *************************************************** North **********************Review fromTracy D
Date: 04/01/2024
1 starTracy D
Date: 04/01/2024
Obtained our water in November - on an ON CALL basis. Have had to call numerous times as they can't seem to comprehend the agreement they made and they kept trying to deliver and charge for water.. Also, we were told the delivery was free. On the very first delivery they told me they raised their price of delivery to $13.99. It's a scam. Sell you one thing and then change the contract to another. Should not be allowed to do businessPrimo Water North America
Date: 04/09/2024
04/09/2024
Consumer: Tracy DeLeon
Review ID#: 129896
Thank you for taking the time to provide us with your review, your business is extremely valuable to us.
We are sorry to hear about the difficulties you experienced concerning the delivery fee and you were not informed.
The Delivery Fee is designed to minimize stress points and confusion amongst our customers with our billing and the variability of our energy surcharge (ESC) fee. Moving to a fixed value Delivery Fee is easier for our customers to understand.
We are not trying to scam or overcharge we appreciate your business and we understand your concerns.
For anymore questions or concerns regarding your account you can also contact us back at 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromLauren P
Date: 03/28/2024
1 starLauren P
Date: 03/28/2024
You won't get your refund easily if at all. They owe me a refund and have never sent it and every time I follow up with them (5+ times at this point) they make excuses for why I still havent gotten my refund and they keep making excuses that they will send it. On and on and on. They wont let you speak to someone above them to get it handled in a satisfactory manner. I am just seeing at this point they arent sending my refund and want me to give up. I am not the first customer this has happened to.Primo Water North America
Date: 04/09/2024
Hello Indica, 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 services 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 attempted to reach you via email, and you have stated you do not want any further communication from us. Our refunds department has confirmed that your refund has been processed and will be sent to you. For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466. Best Regards, Primo Water North AmericaReview fromAshleigh F
Date: 03/14/2024
1 starAshleigh F
Date: 03/14/2024
Very unprofessional, does not tell you you cannot be reinstated if you have been with them only 6. On the , sends your unpaid bill to a shady collection agency with very low scores of rates. I was behind a couple of months . I called the collection agency paid my past due balance, then was told I would not be reinstated. Pretty much I paid a bill in full for nothing . Only good thing is no unpaid balance. Do better , and train your staff to be professional. Also make sure you tell customers they cannot be reinstated if they get behind and are only there 6 months or less.Primo Water North America
Date: 03/18/2024
03/18/2024 Review ID #: ****** Consumer: ***************************** Thank you for taking the time to provide us with your feedback as your feedback is extremely valuable to us. Should you require any additional assistance, please do not hesitate to contact us at ************.Regards,Primo Water North AmericaReview fromKimberly C
Date: 03/06/2024
1 starWe had erratic delivery with ********** but stayed with them because after we called to complain we would get a very attentive driver for a few months and be right back to the same problem of not having the water delivered to our door. The nail in the coffin is when we were charged for water that by their own records (we went to the distribution center and saw the note and have a photograph of the driver's note that the driver opted not to bring our water up one flights of stairs and instead leave it on a ground floor when neither my husband and I were capable of carrying it up the stairs ourselves. On numerous occasions paid someone to carry it up for us but the bottles were not there this time) We also have have 16 empty bottles in our apt because they claimed to have delivered the water but did not come to our door to retrieve the empty bottles. Collections offered that we pay half the bill for water we did not receive. Please, especially if you have a disability, do not trust this company's slogan of "we deliver water right to your door." You will get sympathy from the customer service people and no resolution. The claims "we care about your business and understand your frustration" is ultimately hollow and meaningless.Review fromCourtney C
Date: 03/06/2024
1 starAbsolutely horrible customer service. They told me I had to be home for my first delivery and they would come between 9 am and 5 pm on Wednesday. I made sure to cancel my plans for the day and rearranged things in my kitchen to fit my new water dispenser. I spoke to them Monday verifying the delivery and they emailed me Tuesday evening verifying the delivery as well. No one showed up at all on Wednesday however. I called and they did not care in the slightest. They said yea it was out of stock so we cancelled. They didnt even think to let me know. I asked if they could offer a discount then. She laughed and then said shes have to transfer me. By this point it was already decided I would be terminating any future deliveries. If this is how they treat a brand new customer, I cant imagine what its like with older customers. Absolute no regard for anyones time.Review fromNicole I
Date: 03/05/2024
1 starNicole I
Date: 03/05/2024
**************** is absolutely awful. I reached out to them via email regarding my billing since it was higher than normal (did not receive an email or ant type of communication saying there was a price increase coming, if that is what happened) and after following up with them 4 times (3 via the same email chain and 1 through their online customer service form) someone finally replied back to my email with my invoice....I know what my invoice was...I emailed you about it. My original email was sent on 2/13 and they finally got back to me on 3/5 with a response that blatantly ignored my concerns in my past emails, which is unacceptable for customer service. I have been billed twice before anyone even reached back out to me, and at this point I probably won't hear back for another 3 weeks. Maybe since I left a review here I will hear back in a somewhat timely manner.Primo Water North America
Date: 03/11/2024
Hello ***************,Thank you for taking the time to contact us and write a review we are sorry to hear about the difficulties you have had regarding your billing. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.However, you have contacted us back via email and stated you were able to resolve the issue.For anymore questions or concerns regarding your account you can also contact us back at ************.Best Regards,Primo Water North AmericaReview fromAri K
Date: 03/04/2024
1 starChatGPT ChatGPT Certainly, here's a version for a ****** review:?? Rating: 1 out of 5.I am extremely disappointed with Primo Water's customer service. I canceled my ********************** service before the scheduled delivery to an address I ultimately did not move into due to unforeseen circumstances. Despite the cancellation, I was charged for the service.My attempts to resolve this issue have been met with utter frustration. Numerous calls to customer service resulted in being hung up on or promised callbacks that never materialized. Emails detailing the situation have been consistently ignored, except for one response that failed to address the issue.This lack of communication and customer support is entirely unacceptable. The level of incompetence and unresponsiveness has irreversibly damaged any potential for future business. I had initially planned to reconsider using Primo Water services, but the ongoing issues have left me with no choice but to contact my bank and inform them of the unauthorized charge.This experience has caused significant stress and inconvenience. I hope this review serves as a wake-up call to the severe impact Primo Water's negligence has had on my trust and satisfaction as a customer.Review fromDena W
Date: 03/01/2024
1 starDena W
Date: 03/01/2024
Their customer service is horrible. I've submitted a "Contact us" form on the app as well as the website, and never received a response back. I've been simply trying to get clarification on my bill as I was charged twice in January. I've used the app to chat with a rep twice, and called several times to request management review of my account. I've not once received a call back. The only response I get from the reps is "Did you review your invoices?" Yes I did indeed, which is why I want clarification on them!Primo Water North America
Date: 03/06/2024
03/06/24 Consumer: *********************** BBB Review ID#: ****** Thank you for taking the time to provide us with your review, your business is extremely valuable to us. You sent an email response stating you have resolved the issue yourself concerning the billing. We do apologize for the inconvenience this has caused you.For anymore questions or concerns regarding your account you can also contact us back at ************.Best Regards,Primo Water North AmericaReview fromSusan P
Date: 02/29/2024
1 starTerrible service horrible customer service. Ordered new delivery and set up service received email confirmation stayed home all day waiting, cooler and water dumped on porch. Have called and emailed several times no response. Finally connected with employee she wasnt very friendly she said we dont do set up! Asked for refund and wanted it picked up. Put me on hold came back saying pick up March 11 two weeks away said would credit my account was billed again second time. After she told me that she hung up on me. Warning do not use them.
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