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Business Profile

Bottled Water Companies

Primo Water North America

This 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

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Primo Water North America has 4 locations, listed below.

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    Customer Review Ratings

    1.03

    Average of 475 Customer Reviews

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    Review Details

    • Jennifer A

      Date: 01/16/2024

      I was supposed to get a delivery 12/29 but they never showed up. I called last week and was told that they escalated the delivery to Friday 1/12. Not only did they never show up, but I got a notification that the order was delivered and I was charged the fee delivery and the bottles. Called again today and was told there's nothing they could do about getting the delivery to me and it would be 10 days at the earliest.

    • Thinh H

      Date: 01/08/2024

      Thinh H

      Date: 01/08/2024

      This is the worse water service company I have ever dealt with. I have called in six times to their customer service and ALL six times they have told me they will deliver the water the next day and never did, told me the branch manager, supervisor will call me, never did. Each time i call they said the same thing. " We have escalated the matter to the district manager, and he/she will call you i promise within 24-48hrs. I still have not received a call. I have been out of water for an entire month now. Below are the days i was promised and called CS.
      Dec 21 - I was expecting 5 bottles. It never showed up. I called CS and they said they have someone rerouting for Dec 22 delivery.
      Dec 22 - No show. I called and they said they have rescheduled for the 27 due to Christmas and we have emailed the branch and district manager about the matter.
      Dec 27 - No show. I called and they said the same thing. We have escalated the matter to the district, branch and supervisors of the matter. Someone will i promise call you back. I never received a call. They also said," we see your scheduled for a Saturday delivery now on Dec 30. Your guarantee a delivery because if they scheduled you for a Saturday, it would come, in the meantime we have emailed our district manager, and they will contact you at the number on file.
      Dec 30 - No show. I called again complained about the no show and no call. All they said was that they are behind and there are millions of customers a month they have to deal with. I respectfully said if they look on my account all the missed deliveries and false call backs can your company at least give me a call or email letting me know that I would not be expecting any water. They said sure we will call. NO CALL.. Again, they rescheduled me for Jan 3.
      Jan - 3 - No Show. I called and this time they said ok, we have you for Saturday Jan 6 we will get this to you.. Same run around...
      Jan -6 - No Show
      I have kids at home that I need water to provide.

      Primo Water North America

      Date: 01/11/2024

      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 have confirmed with our Local Branch that your issues have been resolved and contact has been made. 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

    • Liza W

      Date: 01/04/2024

      Liza W

      Date: 01/04/2024

      Primo Water DISCRIMINATES against persons with disabilities.
      Primo Water's DISCRIMINATORY PRACTICES are detrimental to those needing reasonable accommodations. Not only will you not get reasonable accommodations, but you will also not be able to reach anyone and resolve issues. No one will call you back.
      Primo Water DENIED MY REQUEST FOR REASONABLE ACCOMMODATIONS TO RECEIVE an alternate form of billing, just ONE TIME.
      Primo Water's policies are INHERENTLY DISCRIMINATORY AGAINST PERSONS WITH DISABILITIES because they are a paperless company, and refuse to send bills by mail, or even by email.
      Their failure to accommodate my request to receive a bill or my balance by mail even ONCE resulted in the company trying to EXTORT me. Even when it is their own fault that only they can fix, Primo’s Inferior Water Co. makes NO exceptions to their rules.
      PRIMO Water is ARROGANT, and they DISCRIMINATE AGAINST PERSONS WITH DISABILITIES.
      I was never able to access my bill, because their system never recognized my changed passwords, even though it allowed me to reset it. NO one ever returned my calls or responded to my emails to know how much I owed so I could pay the bill!
      Primo Water has NO customer service because they have no CS employees who work to resolve issues. After numerous failed attempts to reach them by phone and email without any response, my account landed in collections. This was the only time I was able to see a bill. But now instead of $100, they claim I owe them over $600.
      This is EXTORTION!
      PRIMO WATER EXTORTS ITS CUSTOMERS; and they will do the same to you, with or without a disability!
      PRIMO WATER's FAILURE to accommodate my disability and to provide any customer service whatsoever has resulted in this negative review
      Sparkletts Water used to be a good company with quality water and service. But today, GREED is the only thing that drives this company. Their equipment is all refurbished. In one day they replaced it three times!
      Primo=GREED!

      Primo Water North America

      Date: 01/12/2024

      01/12/2024
      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 your billing.
      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 have spoken to you regarding your account and are processing to remove your account from collections. Your accout will be reinstated and balance owed will be placed back on the account.
      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 America

    • J. W.

      Date: 01/03/2024

      J. W.

      Date: 01/03/2024

      Horrible service in Tennessee
      I transferred my service from California where I was 25+ year customer. Excellent service. However, my service in Columbia Tennessee was sporadic no deliveries cancelled deliveries. I cancelled in December after no water deliveries in 8 weeks. Today the equipment was scheduled to be picked up. Driver arrived walked to driveway looked walked away didn’t ring doorbell to pickup up dispenser. I called customer service another pick up scheduled for tomorrow. Frustrating to have a water dispenser and no water delivered in 8 weeks.

      Primo Water North America

      Date: 01/10/2024

      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 sent an email requesting for your account information and no response has yet to be received.
      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 America

      J. W.

      Date: 01/11/2024

      I did not receive email requesting account information. I have been a customer for 25+ years. I would not recommend Primo Water to anyone living in Middle Tennessee. Service is Horrible

    • April S

      Date: 12/21/2023

      April S

      Date: 12/21/2023

      They are not consistent with deliveries and very bad customer service. They were great for the first two months of service, then all of a sudden, they stopped delivering my water. The last delivery was the wrong water, and the bottle wasn't full. I sent an email telling them and they gave me a free bottle. Then after that no more deliveries were made, no notice that they weren't coming, nothing! Just no show. I called multiple times and was given the run around. Supposedly rescheduled the delivery, Again, no show. Three times this happened so I cancel service. Now I'm waiting for the empty bottles to be picked up. Again, I call and get the same old **. I told them I better not be billed for the empty bottles. Now today I get an email where they are charging me $5.00. I can't get log into my account to see what it's for so again I call. Well, low and behold I'm being charged for the bottles that they failed to pick up. I told them I'm not paying it and I will dispute the charge. So here we go again another reschedule to pick up the bottles. I won't hold my breath. I'm making a long story short here because I want to throw up talking about this. I can't believe the terrible customer service this company has. I went through Costco for the service thinking it would be good but learned a hard lesson.

      Primo Water North America

      Date: 12/28/2023

      12/28/2023
      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.
      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 have picked up and removed the bottles from your location December 27, 2023.
      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 America

    • David T S

      Date: 12/18/2023

      David T S

      Date: 12/18/2023

      Missed my water delivery. I called four times and could not get a delivery, even thought was told my delivery was elevated to a priority. Canceled service and they missed pick-up of equipment. I am due a refund but they tell me I can not receive the refund until they pick up the equipment, which they have already missed. A terribly run company with no regard for their customers.

      Primo Water North America

      Date: 12/21/2023

      12/21/2023
      Consumer: ***** * ***** 
      Review ID#: ******  Thank you for reaching out to us and writing a review we would like an opportunity to get it right. We apologize for your experience you have had thus far. Your business is important to us; we sent an email requesting account information to better assist you and we have received no response.
      If our assistance is still needed please reply back with your account information via phone or email us at [email protected].
      For anymore questions or concerns regarding your account you can also contact us back at 844-237-3747.
      Best Regards,
      Primo Water North America

    • Teal A

      Date: 12/11/2023

      Teal A

      Date: 12/11/2023

      Horrible Customer service… I was trying to have questions answered and they gave me the run around. Constantly putting me on hold, hoping I would hang up. After being extremely rude and not transferring me to a manager or supervisor. They ended up transferring me to dead end calls and I would then have to call back and explain my situation and ask the same questions over and over. Would not recommend using this company at all. Horrible costumer service.

      Primo Water North America

      Date: 12/20/2023

      10/20/2023
      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 account.
      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 have spoken and discussed your account will be removed from collections and a final payment with be made of $65.89. Please allow 10-14 days and a letter will be sent to you that all collections efforts have been ceased. Thank you for your time and patience.
      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 America

    • Hayley S

      Date: 12/08/2023

      Hayley S

      Date: 12/08/2023

      Incredibly unethical billing practices. Firstly, they deduct your payment *before* they send you an invoice, so you don't have a chance to review the invoice for any errors. Which you really need to do, because they will charge you anything they feel like charging you, apparently. I have been double billed for the water jugs I've ordered, I've been charged delivery fees on exchange orders (when they are exchanging an incorrect item they've given me for the correct one), and will periodically say that my auto-payment card was declined, resulting in a double charge when I pay the bill manually. They did not refund the double charge, but instead carried it over into the next billing cycle. I have been on the phone with multiple people multiple times and it seems like their only priority is scamming customers out of money and hoping they won't notice.

      Primo Water North America

      Date: 12/13/2023

      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.
      Your account records show you were credited the amount of $26.23, and if there are anymore adjustments that need to be made please contact us to ensure the reason for you reaching out has been resolved.
      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

    • Patricia P

      Date: 12/04/2023

      For 3 months they did not deliver my water and everytime I called I was told that it would be delivered the next month.then I was told that I would have to go and pick the water up myself because they didn't have a driver.so I closed my account, now for the 2nd time I'm still waiting for someone to come and pick up the empty bottles so I can get my deposit.
      They were for my first 2 years of their service.
      sorry I had to drop them but I had no choice.

    • Holly H

      Date: 12/01/2023

      I also have had an extremely disappointing experience with Crystal Springs Water Company AKA Prima. They've left their cooler and bottles at our facility for well over 8 months now and continue to charge us the rental fee. I have to call each month to get the charge taken off... and sit on hold for 20 minutes each time. I have begun reverse billing them for storage fees. Our hands are tied - if we throw the cooler away, we are charged, if we keep it, it takes space that we do not have. Each time, they promise to pick everything up the following week... then not show up.

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