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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 fromMichael B
Date: 02/28/2024
1 starMichael B
Date: 02/28/2024
This is the MOST unresponsive company I have EVER dealt with and this is the first time in my 75 years of age to write a review of ANY kind. I have been drinking Mt. Valley Water for over ****************************** *********, ** was a company called Water Event. All that time I have had 5-8 5gallon bottles of water delivered to my home every month. I bet I called them less than 5 times in all those years. I have lost count of the times I have called this company, and I even sent a letter, which was not responded to by anyone. This has been going on since their first delivery! I called 2 days ago to have my bill sent since my delivery was supposed to be Feb. 12. (It was a week late, however, because there was a problem with "being able to fill the bottles". REALLY? They said the bill would be sent later that day of Feb. 26th. It was not. Today, Feb28, I called and said I had not received my bill and I asked to speak with someone in the bill paying department and the response I got from the operator was that she was unable to do that. I said, "There is no one in this company higher up that I can speak to?" and her response was "No, there is no one I can pass this call onto." Then I asked for the name of the *** and she could not give me that either. This company has a monopoly on delivering Mt. Valley Water products because I have even called the ***************** in Hot Springs, ******** and asked if I could drive anywhere in this area and get the bottles myself. The only option is small plastic bottles at Whole Foods and I will not drink water out of plastic bottles at the advice of my doctor. How hard is it to get a bill in a timely manner?Primo Water North America
Date: 03/07/2024
03/07/2024 Consumer: ************************* Reviewing ID#: ********* Thank you for submitting your review and bringing this matter to our attention. Your feedback is very valuable to us. Thank you for taking our call, understanding our 28-day billing cycle, and going over your account billing details. We thank you for your continued business and support.For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************. Best *************************************************** North **********************Review fromChloe M
Date: 02/24/2024
1 starChloe M
Date: 02/24/2024
This company is a joke. I had one singular delivery with a new customer promotion. They repeatedly charged my card over and over for an incorrect and higher amount and did not reply to my first email, simply updating to the correct total with no contact.I have been trying to get my dispenser and bottles picked up for months. A customer service representative lied to me about being a supervisor. 6 calls later, the pickup keeps being "rescheduled" and I continue to have attempted charges from the company despite every single representative telling me otherwise.Fraud.Primo Water North America
Date: 03/01/2024
03/01/24 Consumer: ********************* Review ID#: ****** Thank you for taking the time to provide us with your complaint, your business is extremely valuable to us. We are sorry to hear about the difficulties you experienced trying to get a resolution regarding your final pickup. We understand your frustrations and concerns.We received an update from the branch that your pickup was copleted and the asccount is closed no longer active.For anymore questions or concerns regarding your account you can also contact us back at ************.Best Regards,Primo Water North AmericaReview fromLara C
Date: 02/01/2024
1 starLara C
Date: 02/01/2024
Received an automated call to bring my water bottles to the front of the property second to the last week of January , which I did the next morning and I called in to validate that I had 7 bottles to return. I was told my account was locked and that I would need to pay the whole bill including the unreturned bottles in the amount of $745 and that I would get a credit for the bottles for future use. I do not want a credit because number one I don’t have extra money to pay for a “credit” and number 2 I no longer want to do business with a company that was not willing to work with me. I was unaware of my account being locked. I don’t have $745 to throw around and at this point no longer want to do business with a company that won’t work with a customer. I requested for Sparkletts to follow through with their automated request to pick up my bottles but they refuse to work with me. I also made a $220 payment. So now all 7 bottles, now 8 will be sitting at the front of my property until a supposed pick up of February 21st which is 20 days from now. I will pay my final bill of $229.81 on the 20th February which is the balance minus 10 water bottles to be returned at that time. There will be 10 bottles to be picked up by the 21st. Very disappointed in the way I’ve been treated. I have called numerous times to get this resolved and all I hear is you have to pay the whole bill even though our automated system called you to leave bottles at the front of your property. I’d like to make a request to remove customers from automated calls if you have locked their accounts and are not following through with your request of picking up bottles that you asked to leave at the front of our property. It was a lot of effort to walk the bottles to the front of my property and I’m concerned the bottles will get stolen or damaged. Follow through with your requests!!! If your going to leave automated requests for bottles, pick those bottles up!!!Primo Water North America
Date: 02/08/2024
02/09/2024
Consumer: **** *****
Reviewing ID#: ******
Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We apologize we were not able to provide service to your satisfaction. We have contacted you regarding your final pick up of bottles will be on February 21, 2024. You will receive the return credit for the (10) bottles. We will continue to remain in contact until this is completed and your account is closed.
For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromHeather K
Date: 02/01/2024
1 starI have been a customer with Primo Water for over 5 years, and for the last 3 months all of the water delivered was flat (it was sparkling water), and at times, my delivery did not show up, or they would leave parts of the delivery out without communicating. There was no concern from the customer service agent or attempt to correct any of these issues, and I have since cancelled my service. I would not recommend this water delivery service.Review fromRobbie D
Date: 02/01/2024
1 starRobbie D
Date: 02/01/2024
Primo Water should be shut down. I got the service through Costco and from day one of delivery it has been a complete nightmare!
My account was closed in October 2023. I called to advise they can pick up their units and send me the final bill.
I was advised since the account was closed with a balance owing I had to wait for the account to make it to the collection department before they could schedule pick up.
Fast forward, from October 2023 until January 16th, I have been lied to, several appointments for pick up were scheduled however to date no one has shown up. I have been told the regional manager would reach out to me, much to no avail. I have reached out to the corporate office via email and I have left several voicemails that say I’ll receive a return . It’s February 2024 and I have yet to receive a response via email or call.
The collection department is threatening to put the now delinquent account on my credit for none payment. When I spoke with them last week they advised me that in order to keep this off my credit because the account is closed, they hold me responsible for taking the coolers to an address they would provide.
I am disabled and I am not mobile which means I have to spend money I don’t have to take their products to them. This situation is overwhelming. Since October 2023, appointments have been made and not kept more than 5 times. Each time I set the units outside my door only to have to bring them back inside because no one showed up. I am being held responsible to get units that were brought into my home out of my home at my expense or risk damage to my credit. One extremely frustrated ex-customer here. Shame on you Primo Water.
Stay away from them??Primo Water North America
Date: 02/16/2024
02/16/2024Consumer: ************************* ID#: 128638Thank you for taking the time to provide us with your complaint, your business is extremely valuable to us. We are sorry to hear about the difficulties you experienced trying to get a resolution regarding your account which is in collections. We understand your frustrations.We have made several attempts to speak with you by phone and unable speak with you concerning your complaint.We sent an email to inform you what can be the next step and if you agree reply back to the email so we can move forward to get this resolved.For anymore questions or concerns regarding your account you can also contact us back at ************.Best Regards,Primo Water North AmericaReview fromwanda w
Date: 01/27/2024
1 starwanda w
Date: 01/27/2024
Returned their cooler which I was renting for $4.79 per month; sent it with the driver who left a delivery of water. I returned 10 empty bottles at the same time, one of them being inside the cooler clearly visible because the DOOR was UP. However,, the driver said he didn't have any paper to give me because he didn't know he was picking up a cooler. I immediately called Crystal or Premo Water (number on the invoice) and told them the driver picked up my cooler. It was not cooling really cold and I didn't want a monthly bill anymore, so returning it.
My son also called them the same day and stated we were returning the cooler.
Every month they bill me for this cooler. Per their records, I returned 9 bottles (not 10), but on representative said "It doesn't make any difference how many bottles you return".
I have had a 45 min. conversation with them every month since then trying to explain that their driver took off with the cooler and an empty inside that cooler. It has been returned and I am not responsible for any more rentals for the cooler.
On the delivery, the driver dropped off 10 new bottles except he let some of them bounce and roll off the truck onto the asphalt road and driveway, and several were cracked and leaking. Another driver came and dropped off a couple full containers and picked up the cracked ones...and i got charged delivery fee and for 2 bottles for water. I had to call and inform them that a representative promised I wouldn't be charged for the bottle return delivery or for 2 new bottles of water. EVERY month I am reminded how out of control and irresponsible this company is. There are many more issues I have had with this company, and how I put up with it, I do not know.
Have to wait to Monday to talk to another one of these "reassuring" irresponsible reps about the bills they keep sending me.Primo Water North America
Date: 02/06/2024
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 service 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 hope that you can accept our sincerest apologies for any inconvenience this matter has caused you. We sincerely regret to hear due to this matter we lost you as a valued customer.
For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466.
Kind Regards,
Primo Water North AmericaReview fromKevin
Date: 01/25/2024
1 starKevin
Date: 01/25/2024
Terrible customer service. If you phone them on their customer service DO NOT expect your call to be answered or returned (if you opt for the "we will call you back when your place in line is up". I have called on 4 occasions.
I never received this delivery. 75% or more of my deliveries have been; missed 50%, or delayed 25%. You run a very sloppy company. Have your drivers take pictures of the pick-ups and delivery. I am going to change companies if this trend continues.
Delivered Items
Crystal Springs 5g Spring Water
Bottle Deposits
1 $6.99 $6.99
5.0 Gallon Bottle 1 $7.00 $7.00
Delivery Totals
Items 1 $6.99
Bottle Deposits 1 $7.00
Sales Tax $0.49
Bottle Tax $0.00
Delivery Fee $13.99
Delivery Total $28.47
Ticket Details
Delivery Date: 01/12/2024
Delivery Time: 12:04:40 PM
Route Number: **** Delivered by: JeremyPrimo Water North America
Date: 01/30/2024
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 confirmed with you that your delivery was completed, and we will monitor your account for the completion of next month's delivery. For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466. Kind Regards, Primo Water North AmericaKevin
Date: 02/05/2024
Thanks for the reply. Got a 2 bottle delivery this time. I hope it continues. The last thing a person needs to deal with is poor customer service, your phone-in support needs work.Review fromThomas K
Date: 01/24/2024
1 starThomas K
Date: 01/24/2024
Delivery was scheduled for 22-JAN-2024. No water arrived. I called 23-JAN-2024 and told delivery was refused (which is a lie because nobody talked to myself or my wife). I was promised delivery on 24-JAN-2024. Called 24-JAN-2024 to find out what time delivery was to arrive and was told will now be 29-JAN-2024. I told the rep I expect the delivery today as promised but was told they do not do same-day service. So why did they promise the date? Asked to talk to a supervisor but nobody called back.
This is absolute awful service. I looked at the reviews below and I see a lot of people have the same experience. Should have looked here first. Live and learn.Primo Water North America
Date: 01/31/2024
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 confirmed with you that your delivery was completed. For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466. Kind Regards, Primo Water North AmericaReview fromsue p
Date: 01/22/2024
1 starsue p
Date: 01/22/2024
my original water delivery schedule was 01/17/24, then changed to 01/18/24, and changed to 01/22/24 and changed to 01/23/24 without advising me of these changes. absolutely no email, text or phone call. When i call the representative, all they say is sorry and of course at the end they appreciate my business? but do not know the reason why i am not getting the water. I waited all day today with an app opened, while on the phone holding for over an hour and saw an alert at 3pm that this delivery will be rescheduled, again!. when i finally got customer service on the phone she told me that the delivery is in route. 3 minutes after i hung up the phone, close to 4pm, I saw the date changed. this is most insane, ridiculous, extremely frustrating service i received!!Primo Water North America
Date: 02/01/2024
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 attempted to contact you, but we have not received a response. For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466. Kind Regards, Primo Water North AmericaReview fromManuel S.
Date: 01/18/2024
3 starsManuel S.
Date: 01/18/2024
Bought a Primo water dispenser from Sam’s Club about 4 years ago about 6 months ago the cold water stopped being cold and now it’s not working at all.Primo Water North America
Date: 01/26/2024
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 attempted to contact you, but the email communication we received was blank. For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466. Kind Regards, Primo Water North America
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