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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 476 Customer Reviews
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Review fromRobert S
Date: 09/07/2023
1 starRobert S
Date: 09/07/2023
Customer service doesn’t return calls after telling u to press 1 for call back. They changed delivery schedule from 2 weeks to 4 weeks without notification. Their reviews are cheated. If you leave a low number for review, service won’t acknowledge and keeps saying response was not noted. This tells me they are only accepting positive reviews and feedbackPrimo Water North America
Date: 09/13/2023
Name: ****** ****** Review ID: ****** Date: September 13, 2023 Thank you for reaching out to us and letting us know about the issues you have experienced with your delivery. We can confirm that our Local Team attempted a delivery. We can also confirm that your account has been updated with the correct delivery frequency. Please let us know if you need any further assistance. Best Regards, Primo Water North America.Review fromJeff F
Date: 09/06/2023
1 starYou guys are a joke. I’ve called numerous times. Left emails. Spoke with representatives. Was supposed to have my calls returned twice by route managers. Never heard a thing. Then it was supposed to go to the regional manager if I never got a response. I never got one. Still haven’t gotten one. Since I originally reached out about my delivery being repeatedly missed or late, I haven’t had a delivery since. Nor a call. Yet you continue to take my money and charge for deliveries. This is absolutely ridiculous. You guys are the most unprofessional company I’ve ever spent my money with. This will not be overlooked or tolerated. This is absolutely unacceptable.Review fromKatie D
Date: 09/06/2023
1 starIf I could give one star I would. I've had a horrible experience with this company. They mess up my bill constantly. One time they just send me 28 bottles a month they i didn't order then charged me for them and charge for me the deposits I didn't even order. They have been double charging me for the same water cooler for months. I have been working with them for months to try and solve their accounting error on my bill as they have been billing me for a water tank that I returned that they "lost". I have been told by their customer service the account is closed and handled every week for months now and when I call back the next week there is still a balance for the tank they are still charging me for. No one on the phone seems to ever actually do anything and never completes anything to make any progress on resolving this issue. The hold times are over 30 minutes as well. This company is a nightmare and I've been going in circles trying to close out this account and never work with this company again.Review fromZoser K
Date: 09/06/2023
1 starZoser K
Date: 09/06/2023
They don't deserve the one star. This is the absolute worst water service to ever exist on the planet. They have missed 5 delivery dates. I am unable to cancel my service or receive credit for my bottles because customer care doesn't actually answer any calls. I have waited on hold for over an hour on 3 separate occasions. I am writing this now while I'm on hold.. its been over 30 minutes this 4th time and they yet to answer. If you are considering this Water service.. DON'T... RUN!Primo Water North America
Date: 09/20/2023
09/20/23
Name: ***** ***** 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 AmericaReview fromPaulette M
Date: 08/31/2023
1 starLeaving a 1 star is gracious. I was suppose to have my Water delivered on 8/17/23, they canceled my delivery for no reason but I got the email at 6:30 pm after they stopped delivering at 5pm. When I first started with them they kept rescheduling that should have been the Red flag then but I wanted to give them a chance. I called on 8/17/23 , and was told someone would call me in 48hours that never happened. Then it showed me schedule for a delivery for 8/18, got canceled, then 8/21, got canceled again. I called their office on 8/18 and spoke with there Termination department. It is now 8/31. I still have there dispenser and bottles that I keep calling them to come pick up. I only get apologies nothing more. Primo/ Crystal Waters is awful!Review fromChristine C
Date: 08/30/2023
1 starChristine C
Date: 08/30/2023
I cancelled on service on 08/15/2023. Was told the company would come and pick up on containers and dispenser on Tuesday, 08/22. Confirmed their pickup. THEY WERE NO SHOW, bumped me to the next day. Wednesday, 08/23/2023, THEY WERE NO SHOW. Thursday 08/24/2023 THEY WERE NO SHOW. Friday 08/25/2023 THEY WERE NO SHOW. Monday 08/28/2023 THEY WERE NO SHOW. Tuesday 08/29/2023 THEY WERE NO SHOW.
Each of these days, i contacted Customer Service to confirm pickup only to find that i was bumped to the next day without any notification. I called Customer Service EVERY DAY. They all say the same script - "we can escalate to the local facility to have them call you". Been also waiting for local facility to contact me for the last four days. NO ONE IN THIS "UPPER LEVEL" HAS RESPONDED. They don't escalate to a higher level - you still get the same entry level customer service center.
It has been one week waiting at home for them to come. I don't want to leave anything outside "which they recommended" as it would've been stolen - for sure after waiting outside for a week. I realize cancellations are not as important as deliveries, but come on.... Am i expected to wait at home continuously while i get bumped for a full week straight without any contact? I will not recommend this company Primo/Sparklett to anyone. If this is their customer service - they obviously don't care about their customers enough to respond after 7 straight days of NO SHOW. Disgusted.Primo Water North America
Date: 09/11/2023
09/11/2023
Name: ********* ******* Review ID#: ******
Thank you for reaching out to us and writing a review and we are sorry for the difficulties you had getting this issue resolved.
Our records show a pickup has been completed and this account is closed.
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 fromAnthony F
Date: 08/25/2023
1 starAnthony F
Date: 08/25/2023
We are a construction company and absolutely the worst service I ever received.
Been trying to get our delivery for a week now and still no water.
How does this company do business?Primo Water North America
Date: 08/31/2023
Name: ******* ******* Review ID#: ****** Date: August 31, 2023
Thank you for reaching out to us and making us aware of your concerns. We are so sorry about the delivery delays that you have been experiencing.
We were unable to find an account under your name, so we sent you an email to further discuss this matter. We have not heard back from you. Please send us an email at [email protected] with your account information so we can further review this and get a resolution in place. Thank you.
Kind regards,
Primo Water North AmericaReview fromJen W
Date: 08/25/2023
1 starJen W
Date: 08/25/2023
I signed up for service a few months ago and was receiving deliveries every other Friday. I had 4 bottles at my location, and they were replacing as many bottles as I set out on Friday so that I would always have 4 bottles on hand. This past Friday (August 18, 2023), I received a notification that my delivery had been dropped off. I was skeptical because I always get a video camera notification of motion when they deliver, but I didn’t. So I went outside to check and the 2 empty bottles I had left outside were still there, but there were no new bottles. I’ve had this happen with other delivery companies where they’ve accidentally marked a package delivered and then it came later that day or the next, so I gave it a couple of days. By the following Monday, I realized I wasn’t getting water, however when I checked in the app, I had a new invoice of $41.97 for 2 bottles of water AND water deposits for 2 new bottles because they didn’t take the empties. So now it says I have 6 bottles on location. I still only have 4 bottle (and now they are all empty because we didn’t get any fresh water). I called Monday and the representative said it would take 24-48 hours to update. It had not updated yesterday so I called back and was told 24-48 hours. I called today and was told 24-48 hours. This run-around crap is completely unacceptable. I’m waiting to cancel my service until the balance is cleared out but I’ve deleted all autopay / credit card data and will file a fraud claim with my credit card company if a charge is made. If it goes to collections, I’ll be happy to dispute it there as well. Come on, guys, this is a valuable service but NOT when you do this to your customers who otherwise pay on time!Primo Water North America
Date: 08/29/2023
Name: *** ******** Date: August 29, 2023
Review ID#: ****** We apologize for the incorrect charge that you received and for the delay in getting it credited to your account. As of August 25th, the balance is $0, and the appropriate credits have been applied. If you have any questions or concerns in the future, please let us know.
Kind regards,
Primo Water North AmericaReview fromSamina Z
Date: 08/22/2023
1 starTheir customer service is horrible i call to edit my order i ask for not to deliver 8 bottles i want only two bottles the associate who helped me over the phone instead of changing my order 8 bottles to two she opened a new account and add two more bottles i ended up receiving 10 bottles on top of that they charge me two delivery fee and two water cooler fee for their mistake i had to pay $121 and $42 for 10 bottles their helpline people are very unprofessional instead of resolving your issue they will create another issueReview fromR. C.
Date: 08/21/2023
1 starR. C.
Date: 08/21/2023
We have been trying to get water delivered for 3 weeks. Do not use this place for deliveries if you are in the Bay Area.Primo Water North America
Date: 08/24/2023
Name: ******* ****** Review ID: ****** Date: August 24, 2023
Thank you for reaching out to us and making us aware of the delivery delays that you are experiencing. We apologize for the inconvenience that this has caused you. After speaking with you regarding this, we credited two bottles of water and were able to complete your delivery on August 23rd. If you have any further questions or concerns, please let us know.
Kind regards,
Primo Water North AmericaR. C.
Date: 08/24/2023
Thanks to Samantha J**** in the Corporate Resolutions Dept. we were able to finally get some water delivered.
She was able to make it happen after all the other reps. failed.
My hope is that the customer service reps. and the water deliveries will be corrected too in the future.
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