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 fromMichael T
Date: 09/20/2023
1 starMichael T
Date: 09/20/2023
They constantly deliver more water than what I have ordered and charge me for it.
I have 3 messages into them, asking for an explanation as to why I have been charged twice this month with no response.
I have been over charged many many times with this service.
This is an awful company!!!!!Primo Water North America
Date: 09/25/2023
09/25/2023
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 connected with you directly on the expressed concerns and have since achieved a resolution.
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 AmericaReview fromAllen L
Date: 09/20/2023
1 starAllen L
Date: 09/20/2023
I have had this company for 6 weeks and it has not been a good experience. They continue to double the number of bottles they deliver each time. I have called and complained and nothing changed. I now have 15 bottles of water at my house and they just left another 8 at my front door. I told them I didn't need them but they dropped them off anyway. I called and asked them to come and pick them up and the customer service agent was extremely rude. She said they would not come and pick them up today but I could bring them into their office. I cancelled the service today and she again, insisted that they would NOT come pick them up today and it would be a week before they came. I asked to speak to a manager, but she denied me, I asked to get Oscar M*******'s phone number and she said she couldn't give the number out. This company has extremely poor customer service and unethical business practices.Primo Water North America
Date: 09/26/2023
Name: ***** *** Review ID: ****** Date: September 26, 2023
Thank you for making us aware of your concerns. We sincerely apologize for the inconvenience that you have experienced. Upon further reviewing your account, it has been confirmed that your local regional coordinator contacted you and arranged the pickup of bottles and has adjusted your delivery schedule and quantity moving forward. We picked up and credited 10 bottles on September 25th and you are scheduled to receive two bottles on October 18th. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North AmericaReview fromSuzy Y
Date: 09/18/2023
1 starSuzy Y
Date: 09/18/2023
This is the worst company I have ever dealt with. They kept delivering extra bottles to my 93 year old moms apartment. I have spent hours on the phone with them and they still have not fixed the problem. I finally had to cancel but now see they charged another r$85 to her account for bottle they picked up because of their mistakes. Seems like they do this to many people. Very frustrating and a terrible business to deal with. I need a refund my mom needs to pay her other bills. Watch out. They are crooksPrimo Water North America
Date: 09/21/2023
Name: **** *** Review ID: ****** Date: September 21, 2023
Thank you for bringing your concerns to our attention. We sincerely apologize for the delivery and billing issues that you have experienced with our company. We tried reaching by email on September 19th but we have not heard back from you. Please reach us at ********************* for further assistance. Thank you.
Kind regards,
Primo Water North AmericaReview fromVANECHIA R
Date: 09/12/2023
2 starsVANECHIA R
Date: 09/12/2023
The water - when they actually deliver it is fine. The problem is the delivery service. It is September 12, 2023 and I haven't received a delivery since June 5th. The company doesn't even reach out to explain the lack of delivery or any means of restitution. However, when the bill is due, they are Johnny on the spot with making sure you know to pay your bill. When I've called to inquire, I'm "assured" a delivery will be made by a certain date. That date comes and goes, but still nothing. One excuse a customer service agent gave was that delivery wasn't made due to bad weather in Florida. What does making delivery in Atlanta, GA have to do with Florida???Primo Water North America
Date: 09/20/2023
Name: ******** ******* Review ID: ****** Date: September 20, 2023
Thank you for making us aware of your concerns. We sincerely apologize for the severely delayed delivery. Upon further review, it has been confirmed that on September 19th, three bottles were delivered. We have credited the delivery fee and a bottle for your inconvenience. Please reach out to us if you have any further questions or concerns.
Kind regards,
Primo Water North AmericaReview fromGiselle J
Date: 09/11/2023
1 starGiselle J
Date: 09/11/2023
One of my deliveries was messed up when my account was specifically set up to replace the number of empty 5-gallon bottles outside of my residence with new ones. Instead more bottles were left at my residence and I was charged for the extra bottles. I called customer service in order to fix my invoice because I was not paying for the extra bottles. I got my next scheduled delivery and then scheduled another call with customer service in order to fix my invoice. I scheduled a call back twice and have not heard from customer service. Please help me get a customer service rep on the line to fix Primo Water's mistake.Primo Water North America
Date: 09/18/2023
Name: ******* ** Review ID: ****** Date: September 18, 2023
Thank you for making us aware of your concerns. We sincerely apologize for the inconvenience that you have experienced. We were unable to find your account with the provided name, so we attempted to contact you via email. We have not received a response. If you are still needing assistance, please reach out to us at *********************.
Kind regards,
Primo Water North AmericaReview fromLiz D
Date: 09/11/2023
1 starLiz D
Date: 09/11/2023
To be honest, I’ve had such a bad experience with Primo Water that I am finding myself struggling with where to start.
Our household signed up through Costco which was a pretty smooth process.
Upon delivery we realized we were given a used unit with a broken top.
Figured we had a good deal and the water dispensed fine so let it go.
Two years later, we decided to stop service.
I tried to call their 800 number and apparently they had a customer at one point who had my same number and so every time I call, my call is redirected to a debt collector who can’t help me and just advises me to call back.
I use my kids phone to call, cancel service and for a pickup and final bill.
I then notice they’ve been charging me a $10 “miscellaneous” fee every month the entire time we’ve had the account. Which was not a part of the original deal.
My account is closed and has been two months and they’re still adding the $10 fee each month, so they actually owe us money! How can you keep charging a closed account?!
I am currently on hold with them (again, using someone else’s phone so my call
Isn’t re/directed) and have been waiting 24 minutes. I’d I could give them no stars, I would.Primo Water North America
Date: 09/13/2023
Name: *** ** *******
Date: September 13, 2023
Review ID: ****** Thank you for making us aware of your concerns. We sincerely apologize for the inconvenience you have experienced. Upon further review and after speaking with you, we were able to credit your account for the $10 late fees, as well as some of the rental fees, since it was broken. Your account balance has been paid and your account is closed. Please let us know if you have any further questions or concerns.
Kind regards,
Primo Water North AmericaReview fromAdrian B
Date: 09/10/2023
1 starAdrian B
Date: 09/10/2023
Since Primo Water took over Mountain Valley Spring Water the service has been horrible 0/5. I’ve spent an inordinate amount of time on the phone with customer service as a result of regular no shows on delivery days and double deliveries when they did show up. Most recently, I received close to 4 times the quantity ordered!!! After more than a dozen calls to customer service I still cannot get the issue resolved and my bill corrected, which is astronomical. Primo Water Co is by far the worst water delivery service I’ve had by far. My rating is 0/5 and it is well deserved by Primo Water Co.Primo Water North America
Date: 09/19/2023
09/19/23
Consumer: ****** ******** Complaint 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 trying to get this issue resolved concerning your billing.
Our records show you are being assisted with another agent with your request that is being resolved. We are sorry for the delayed response and thank you for your patience.
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 fromChristy W
Date: 09/09/2023
1 starHi. My name is ******* ******.
I’m sure you are a reasonable and socially responsible man.
I had an account with Primo/Crystal Springs Water.
I have cancelled my service due to such poor customer service with your company. I also see through the Better Business Bureau that I am not the only one having the same issues with you and your company. What is going on????
I have your customer service center make several different dates for delivery of water then NO ONE SHOWS UP and then when bottles need to be picked up NO ONE SHOWS UP.
I am not going to pay my last invoice until my account completely resolved and CORRECT.
I have stopped water delivery service BUT I have 3 empty 5-gallon glass bottles that need to be picked up TO NO AVAL.
Then I even state I will take them to the distribution center to drop off in Norfolk and NO ONE will give me a physical address to drop them off. (Not company policy). I call it “totally shady business practice”).
So NO ONE FROM YOUR COMPANY will pick up my bottles to be returned for a refund to my account and NO ONE FROM YOUR COMPANY will give me any information where I can take care of getting the bottles to you for a refund. Do you see the conundrum ??????
I need this handled so I can move past this terrible experience I have had with this company.
Please contact me so we can resolve this issue.Review fromAlissa Q
Date: 09/08/2023
1 starAlissa Q
Date: 09/08/2023
I canceled my subscription 2 months ago and have been trying to return the equipment they requested. Twice they have ghosted me and now charged me for a service I no longer have!Primo Water North America
Date: 09/15/2023
Name: ****** **** Review ID: ****** Date: September 15, 2023
Thank you for making us aware of the delayed final pickup. We apologize that it took several weeks to resolve this. After reviewing your account and speaking with you, it has been confirmed that your pickup was completed on September 14th. We have credited the $30 that you were billed for these bottles and you will be receiving a refund back to your card in 5-10 days. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North AmericaReview fromAndrea G
Date: 09/08/2023
1 starAndrea G
Date: 09/08/2023
They are the worst!!!" I too cancelled the account which took 5 phone calls to do. No show on pick up and postponed. I have tried by email to receive a call from a representative above their normal customer service line and nothing. She said Michael was the branch manager and maybe he would call me.. Primo Water Chrystal Water whatever they are they are Worthless!!! They came by this morning and picked up the cooler, which they were charging me for 2 and we only had one and left 11 full bottles of water. The nice girl on the phone said maybe he could come back for them but we would still be paying for them!! The absolute Worst!!!!!Primo Water North America
Date: 09/15/2023
Name: ****** **** Date: September 14th, 2023
Review ID: ****** Thank you for making us aware of the delayed final pickup and the billing errors thay ou have experienced. We apologize for the inconvenience. It has been confirmed that all the bottles have been picked up and we have also credited the rental fees that you were being double billed for 11 months. You will be receiving a refund check for $93.95 within 4-6 weeks. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North America
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