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 fromBrooke W
Date: 10/05/2023
1 starBrooke W
Date: 10/05/2023
TERRIBLE! I've been getting MVS water delivered for over 2 years when my small distributor was bought by Primo earlier this year. It's been a nightmare these past 8 months. They don't even bother to deliver anymore and keep charging me money for the dispenser and bottles (5) that they never seem to be able to pick up. I've called them 2X a month to CANCEL and pick up the equipment and bottles but every time they are scheduled to come, they NEVER do.
I'm so upset and keep getting charged. I really have no idea what to do anymore. I guess they'll send me to collections, but how can they when I've been trying to cancel my service for 5 months? Such a SCAM.
I even offered to drop off the equipment at the local office or call them myself, however, they won't give out the address. OH, and the price has gone up significantly to the point where it's not affordable.Primo Water North America
Date: 10/19/2023
Name: ****** ******* Date: October 19, 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 October 17th. We have applied a credit for the bottle deposits, and this credit is in the process of being refunded back to your card on file. Your final invoice will be emailed to you on October 19th. If you have any further questions or concerns, please let us know. Kind regards, Primo Water North AmericaReview fromThomas Y
Date: 10/05/2023
1 starThomas Y
Date: 10/05/2023
I cancelled months ago. I have 12 empty bottles for pick up but they tell me U must pay first then get a credit. There is no way I would trust them to give a credit. They missed delivering water for MONTHS and said it was because driver quit.
Horrible companyPrimo Water North America
Date: 10/11/2023
10/11/2023
Consumer: ****** **********
Reviewing ID#: ****** Thank you for taking the time to provide us with your review as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your account.
We have attempted to contact you via email to provide assistance with this issue, but have not received a response. Please feel free to respond to our contact requests and we will be happy to provide further assistance.
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 fromCourtney M
Date: 10/03/2023
1 starCourtney M
Date: 10/03/2023
They do not deliver according to agreed upon terms and do not answer the phone. Our account was acquired and with another service previously -- cost have increased significantly while service has become a disaster. Do NOT recommend, and if they answered their phone to cancel would already be with a new servicer.Primo Water North America
Date: 10/13/2023
10/13/2023 Consumer: ******** ******** Reviewing ID#: ****** Thank you for taking the time to provide us with your review as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your account. Our local team has completed a pickup of your empty bottles on 10/11/2023 and all credits for the empty bottles have been applied to your 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 AmericaReview fromApril E
Date: 10/03/2023
1 starThe absolute worst experience EVER with a water delivery service. I am still waiting for them to pick up my cooler after an entire month of receiving calls saying they were coming and NEVER showed up! I am still being charged for a service I am no longer using. They just DO NOT CARE! Please Please PLEASE PLEASE PLEASE PLEASE PLEASE DO NOT USE THEM!Review fromDavid B
Date: 10/02/2023
1 starDavid B
Date: 10/02/2023
I have never had such a terrible experience dealing with a company before. It is truly the worst customer service I have ever encountered. Were it not for the quality of one of their products, I would certainly end my relationship with this company. As it is, I still may. My last experience was less than a week ago and ended up with no resolution after 1 hour and 55 minutes on the telephone with two incompetent service representatives. Product delivered to my house that I specifically requested not to do so—it sat outside my house while I was away on vacation for two weeks. But I was charged anyway for a product I did not want and did not order. When I requested a refund, I was told that would only be possible after they had picked up the product...the following month!!! Moreover, they billed my credit card twice!!! And they had no record of having done so!!! So I was charged $466.68 for stuff I didn't want and couldn't get a refund. When I said I no longer wanted "auto pay" enabled because I was tired of their billing unauthorized charges to my account, I was told that this would slow the process of refunding my credit card. Outrageous. So they scheduled to pick up the product today. Well, you guessed it. After hauling cases of water and a five-gallon glass jug back out to the street for pickup, they didn't show up. This is now the third occasion that this has happened. I have filed a dispute with my credit card company over the charges which is the only way to do business with this company. My advice to anyone considering using this company for water delivery: Think long and hard about how willing you are to deal with a company that does not take responsibility for its mistakes and is seemingly not interested in helping to resolve problems once they have been identified.Primo Water North America
Date: 10/05/2023
Name: ***** ****** Review ID: ****** Date: October 5, 2023
Thank you for making us aware of your concerns and we apologize for the inconvenience that we caused you. Upon further review of your account and after speaking with you, you decided to keep the bottles that were delivered in error and skip your next delivery. For the inconvenience, we applied a credit for one bottle and the delivery fee, which we have processed back to your card and you will see that in 5-7 business days. Your card has been removed from autopay moving forward as we discussed as well. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North AmericaReview fromAshley H
Date: 10/02/2023
1 starAshley H
Date: 10/02/2023
This company is overall HORRIBLE! Have a corporate account with this company. We are scheduled to receive water twice a month. Deliveries are always late or not even delivered. Driver arrived last week and was being directed on where to unload water, he drives off without unloading water or picking up the 50 empty bottles we have on site. Reached out to customer service and they had no answer to give us beside "he'll back back today!". We have requested for someone in management to give us a call, but we have yet to receive a call or our delivery that they are being paid for! I WOULD NOT RECOMMEND STARTING SERVICE WITH THIS COMPANY! IF I COULD GIVE 0 STARS I WOULD!!Primo Water North America
Date: 10/05/2023
Name: ****** ********
Review ID: ****** Date: October 5, 2023
Thank you for making us aware of your concerns and we sincerely apologize for any inconvenience that we have caused you. We were unable to find an account with the name listed on your review, so we tried reaching you by email and have not received a response. If you still need assistance, please reach us at ******@**********.
Kind regards,
Primo Water North AmericaReview fromTracy M
Date: 10/02/2023
1 starTracy M
Date: 10/02/2023
This company has been nothing but headaches since I signed up. Now they are holding me hostage as I try to cancel this service. They were supposed to pick up their dispenser and bottles on 9/28 & they were a no show. They put my account on suspension because I refuse to pay until they pick up the water dispenser, the incorrect bottles they delivered as well as the empties. When I ask to speak to management they tell me I have to speak to the branch manager but they will not give me his contact information to reach out. They said they would have to send a message for him to reach out to me directly so here I wait. This is the worst service and wish I never signed up!Primo Water North America
Date: 10/04/2023
10/04/2023
Consumer: ***** ******
Reviewing ID#: ******
Thank you for taking the time to provide us with your review 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 confirmed that the equipment has been removed as of today October 4, 2023, and you received assistance from corporate resolution specialist Michael. Thank you for your time and patience to resolve this matter.
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 fromHaley R
Date: 09/24/2023
1 starThe worst company ever. I cancelled my account months ago and they continue to bill me for services at a company I no longer work for. They claim it is because they are unable to pick up the water dispenser. I tried to set up pick up so many times before I left the company. And every time they would cancel with no explanation and no warning. Then continue to bill me for services I do not use for an account that I have canceled multiple times. I would advise consumers to stay away from this company.Review fromAnnette T
Date: 09/23/2023
1 starAnnette T
Date: 09/23/2023
Disgusted with the horrible customer service of this company specially Jacksonville Florida. They never picked up my cooler and empty jugs after I canceled my service. They continued to charge me for the cooler rental. The district manager tried to place the blame on me when her driver had lied about his failure to pick up the cooler. Nine phone calls and I am still waiting for the credit due. Do not use them.Primo Water North America
Date: 10/05/2023
10/05/23
Consumer: ******* *******
Review ID#: ******
Thank you for taking the time to provide us with your review, your business is extremely valuable to us.
We show you spoke with a agent over the phone on 09/25 after this complaint was written concerning your refund.
A refund check in the amount of $22.98 was processed on 09/19 mailed to the billing address on file. Please allow up to 6-8 weeks to receive it in the mail.
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 fromBill Y
Date: 09/22/2023
1 starBill Y
Date: 09/22/2023
I began service with this company in January of this year with an agreed price of $7.99 per bottle with a Costco membership. They charged $12.99 per bottle for six months and after three phone calls over 2 months have not adjusted my bill, upon speaking with CS rep today I'm no further along than I was in July. His exact words were "I cannot tell you when this will be corrected" at which point I told him I would be contacting BBB... his response was "ok i will put that in the notes"
Non existent customer service and delivery methods that are predatory.Primo Water North America
Date: 09/27/2023
09/27/2023 Review ID #: ****** Consumer: **** *** Thank you for taking the time to provide us with your feedback as your feedback is extremely valuable to us. We have confirmed the price adjustment has been completed and proper credit has been applied for the price difference on previous charges. Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377. Regards, Primo Water North America
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