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 fromNorma B
Date: 11/06/2023
1 starWe used to do business with ******* Springs but before Hinckley bought them out we cancelled and paid up, but nothing was communicated between the 2 businesses and Hinckley keeps insisting we owe but we have written them and talked with them on the phone saying we had already canceled with ******* Spring. They keep sending us a invoice with **** tacked on each time for the paper invoice and will not listen to us about how we paid up and do not owe anything but now they threatened us with debt collector. Hinckley is the worse business I have come into contact with.i left a star review but wish the options were zero.Review fromSriram R
Date: 11/01/2023
1 starSriram R
Date: 11/01/2023
Terrible company to be a customer of. I had signed up through Costco and was not told they will charge paper invoices. Their website login had stopped working for months and their phone hold time is like 20 to 30 minutes. In the end they over charged heavily, kept raising rates without consent. Violation of customer rights under California law, acting without consent.
Very devious and unethical company. Will request Costco to stop offering a company with such terrible service. I was expecting the level of service that Costco is known for. Not a firm that is mainly focused on gouging customers.Primo Water North America
Date: 11/08/2023
11/08/2023
Consumer: ****** ************ Review ID# ******
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 America.Review fromA. W.
Date: 10/31/2023
1 starA. W.
Date: 10/31/2023
Countless times I’ve asked this company to stop sending me multiple bottles then I emailed them about being out of the country and they are still billing me. They also requested equipment but I’m not in the states and no one else is living in my home and my mom is in another city and have a life of her own I highly doubt she will drive 3 hours after work to my house just to leave some equipment outside they may get stolen.Primo Water North America
Date: 11/08/2023
11/08/2023
Consumer: ****** ****
Review ID#: ******
Thank you for taking the time to provide us with your review, your business is extremely valuable to us.
We have applied credit for (4) late fees $40 and (3) cooler rental fees $20.97 from September until present.
The account is on indefinite hold but 122 days past due and in danger of going into collections if not paid. balance after credit adjustments is $61.51.
For anymore questions or concerns regarding your account you can also contact us back at 844-237-3747.
Kind Regards,
Primo Water North America.A. W.
Date: 11/08/2023
Active duty means I can’t contact you via phone please cancel this account I don’t know how long I’ll be deployedReview fromB. B.
Date: 10/24/2023
1 starB. B.
Date: 10/24/2023
Horrible customer service... We have an issue with being double billed. Phone wait time are WAY too long. The call back service does not work. Support requests through their on-line form are ignored.
The drivers are great!Primo Water North America
Date: 10/27/2023
Name: **** ****** Review ID: ****** Date: October 27, 2023 Thank you for providing us with your feedback. We sincerely apologize for the ongoing delays that you have been experiencing. We have contacted you to discuss your account and have confirmed a date for a final pickup. Please feel free to reach out to us if you have any questions or concerns in the future. Kind regards, Primo Water North AmericaB. B.
Date: 10/27/2023
It is too bad that it takes such drastic measures to get support. But support I did get. I am satisfied with the resultsReview fromBrad G
Date: 10/23/2023
1 starBrad G
Date: 10/23/2023
This is the worst company I've had to deal with in a long time. I am the owner of 2 dental offices and have a service to provide drinking water to my staff, and distilled water for the equipment in my facility. A driver when delivering my monthly water dropped their heavy box of water on a pipe in my wall - which as an aside cracked the pipe requiring damages to be repaired - but what's worse - to try and get someone from the company to acknowledge the issue, even to contact me for further investigation has been nothing short of incredibly difficult. I've now spent over 70 minutes on hold - over 3 conversations - and am not 1 minute closer to resolution. This company should be ashamed of how they are run. As soon as they own up to their end of the damages, I am promptly cancelling my service with them. Hoping to find another vendor soon.Primo Water North America
Date: 10/31/2023
Name: **** **** Review ID: ****** Date: October 31, 2023
Thank you for reaching out to us and making us aware of your concerns. We are so sorry to hear about this incident. We were unable to find an account with your name, so we contacted you via email and have not heard back. Please email us at [email protected] so we may further assist you with your concerns.
Kind regards,
Primo Water North AmericaReview fromAngela R
Date: 10/18/2023
1 starAngela R
Date: 10/18/2023
Horrible service. You can not cancel your account online. You need to speak to an account specialist, holding time 2 hours.Primo Water North America
Date: 10/19/2023
Name: ****** ******* Review ID: ****** Date: October 19, 2023
Thank you for reaching out to us and we sincerely apologize for any inconvenience this may have caused you. We are sorry to hear that you are wanting to cancel services and that it took 2 hours to contact customer service via phone. We also offer customer support via email and online chat options. We are showing your pickup is scheduled for November 1st, we will follow up then to ensure it is completed. Please let reach back out to us at ******@primowater.com if you have any further questions. Thank you.
Kind regards,
Primo Water North AmericaReview fromRichard H
Date: 10/17/2023
1 starRichard H
Date: 10/17/2023
What is the problem with Primo?
Perhaps they don't have enough people to deliver their product to their customers on a timely basis, perhaps they don't really care to take care of their customers. Maybe they can't pay their people enough to care. It's become very evident that lately they are not up to the task and are failing as a company.
They seam to think that a scheduled delivery is just made-up and fictitious. That they don't have to deliver on their core values and just take their customer's money and run... Well, to be more succent, disappear.
They actually canceled a delivery and told us that we were the ones that canceled it. Which since I'm the only one that manages the water delivery for the company, I can assure everyone that I didn't cancel any orders. Yet their customer service says that we did.
The call I was on with one of their representative was just dropped on their part after I told them, of course I want the water delivered. I spoke with a rep named Megan. Perhaps her batteries died. (Little humor there)
Very disgruntled here.Primo Water North America
Date: 10/26/2023
Name: ******* ******* Review ID: ****** Date: October 26, 2023
Thank you for providing us with your feedback. We sincerely apologize for the ongoing delays that you have been experiencing. Upon further review, your delivery was completed on October 25. We have credited four bottles and the delivery fee for your inconvenience. Please feel free to reach out to us if you have any questions or concerns in the future.
Kind regards,
Primo Water North AmericaReview fromColleen B
Date: 10/17/2023
1 starColleen B
Date: 10/17/2023
I have done business with Primo water since 2015. I have a hot and cold water dispenser. I received weekly or bi weekly water delivers. This summer I received NO WATER for 10 WEEKS! The excuse is they have no drivers to service my area. How is that MY problem???? They have NO remedy! Horrible business. I am extremely upset and dissatisfied. I am should apologize to the customer service staff that hear my flavorful language due to my emmense frustration and thirst. This company sucks. They make too much money to not be able to hire drivers to deliver the water. I have friends who live 6 miles away and they get their water weekly on time without issue. What incongruent service.Primo Water North America
Date: 10/26/2023
Name: ******* ******** Review ID: ****** Date: October 26, 2023
Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing delivery delays that you have been experiencing. After speaking with you, it has been determined that part of your delivery was completed on October 20th and the rest on October 24th. We applied a credit for one bottle and a delivery fee. If you have any trouble in the future please feel free to send us an email or give us a call so we can get it resolved right away.
Kind regards,
Primo Water North AmericaReview fromStephanie M
Date: 10/13/2023
1 starStephanie M
Date: 10/13/2023
This company has the worse service; Delivery and Customer Service. My delivery was scheduled for 10/10/2023 and was canceled/rescheduled for 10/11/2023. That delivery was rescheduled 10/12/2023. By mid afternoon, I had no delivery so I called. The rep said I was still due to have my water delivered. At 5:15pm, I concluded I was not getting a delivery that day. Mind you, I had set the bottles out each day and brought them back in the same day. I live in a apartment community that doesn't allow us to leave items outside at night. While on my way to the market to buy water, I called to cancel. Transferred to their retention rep, who offered to credit my order and said my order will still be delivered. I did get the water that evening, but was charged the very next day. Called today to cancel and asked them to pick up the water and equipment. The rep said the closest day she could have scheduled pick up was 10/21/2023. Of course they are going to charge for the full months rental of the dispenser.Primo Water North America
Date: 10/18/2023
Name: ********* ******** Review ID: ****** Date: October 18, 2023
Thank you for making us aware of your concerns and we sincerely apologize for the inconvenience. We tried reaching by phone and email and have been unsuccessful. Your account has been credited for two bottles, a delivery fee, and rental fee. If you have any further questions or concerns, feel free to send us an email at [email protected]. Thank you.
Kind regards,
Primo Water North AmericaReview fromApril E
Date: 10/05/2023
1 starApril E
Date: 10/05/2023
What the **** is wrong with this company and how do they continue to stay in business??? This is horrible business practice.... I was scheduled to have equipment picked up today and was informed the driver cancelled mid shift ridiculous!! I want this equipment out of my home! I am done with this service.. I have been waiting to have this equipment picked up for over a month... now if you throw it in the trash I'll be at fault! This is insane and disgusting at this point!Primo Water North America
Date: 10/13/2023
Name: ***** ******
Date: October 13, 2023
Review ID: ****** Thank you for making us aware of your concerns. We sincerely apologize for the severely delayed final pickup. It has been confirmed that your equipment and bottles have been picked up as of September 12th.
We have applied a credit for the bottle deposits, as well as two rental fees and one delivery for the inconvenience that this has caused you. Your final invoice will be emailed to you on November 1st with any remaining balance. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North America
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