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 473 Customer Reviews
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Review fromPaul M
Date: 08/18/2023
1 starPrimo Water services is a scam stay away from this company. They are very difficult to deal with any issues. (customer service agents act like you are doing something to cause their bottles to leak from the bottom, you can visible see the bottle should be replaced and not in production) They deliver bottles that leak and give you attitude when you call and complain, don't try and cancel your account you will spend hours on the phone and they never cancel and then you spend at least 1 hour going over the same things with another agent. I can't get them to send me cancelation documents and they keep billing and billing. Will have to contact lawyer and have them send them a notice as they seem to like to send you to collections. Been a customer for over 5 years and they offer no apologizes for anything. Manger was also rude, would not let me speak kept interrupting and tried to explain all the reasons why they couldn't cancel. They have the notes that i called in prior 3 weeks to cancel and for them to pickup equipment but they did nothing.Review fromTiffany V
Date: 08/17/2023
1 starTiffany V
Date: 08/17/2023
I signed up again bc Mountain sPring is my fav water. Getting 3 jugs every 2 weeks. it was fine for 2/3 months, then suddenly I can't get a delivery or pickup to save my life. I called 5 times to set this straight and each time told the 'Branch Manager would be notified. Im convinced this manager needs to be replaced ASAP. incompetent indeed. I explained I don't even want to close the account but bc I can't get delivery for over 3 weeks, when I should have had 2 by now, I'm done. I have no idea how they're in business. I]m sad bc this is the only way to get MVS water in 5 gal jugs. They are very much the prorblem. Its so easy, ridiculous to be messing up this badly. Terrible. CS people are always nice and helpful as best they can. Too bad they aren't managers.Primo Water North America
Date: 08/25/2023
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. We sincerely regret to hear due to this matter we lost you as a valued customer.
Our records show you have a credit balance of $170.00 due to empty bottles being picked up and credited.
This amount will be credited back to the card on file set for autopay. It can take up to 5-7 business days depending on your bank.
For anymore questions or concerns regarding your account you can also contact us back at customer service 844-237-7466.
Kind Regards,
Phelisha L.Review fromTurquesa J
Date: 08/16/2023
1 starTurquesa J
Date: 08/16/2023
NO STARS
Absolutely HORRIBLE company. Primo water constantly missed our water delivery date. We would get an email stating sorry… I was always told they ran out of water. We canceled & they will not come & pick up their 2 water machines & 23 bottles we have! I’m going to put this out on every platform I can. This company is horrible. Do not use them!Primo Water North America
Date: 08/24/2023
Name: ******** ******* Review ID: ****** Date: August 24, 2023
Thank you for making us aware of your concerns. We are so sorry that your final pickup has been so delayed. Our records indicate that your water dispensers were picked up on August 16th. We attempted to call you on August 18th, 22nd and 24th and were unsuccessful reaching you. We also have sent you two emails. Your local branch attempted to pickup the empty bottles on August 22nd at 10:50 AM and no one was at the location to provide them with the empty bottles. If you are still needing this pickup, feel free to reach back out to me via email or phone call. Thank you and have a great day!
Kind regards,
Primo Water North AmericaReview fromAlison R
Date: 08/16/2023
1 starAlison R
Date: 08/16/2023
The worst customer service. I have had the same experience as others. I wish I had read these reviews. After multiple no shows of more water (I’ve been asking for several weeks), I am trying to cancel. However, shockingly, my equipment and bottles aren’t being picked up as customer service said they would. I’ve called multiple times and each time it’s “escalated.” The company is holding my deposit for 7 glass bottles by not picking them up. That’s a couple hundred dollars. I will push this further if my equipment and bottles are not picked up and my account closed for good. Do not use this company. It’s unfortunate bc the water is good. The service is the worst I’ve ever dealt with.Primo Water North America
Date: 08/24/2023
08/24/2023
Consumer: ****** ******* Complaint ID#: ****** Thank you for taking the time to provide us with your complaint, your business is extremely valuable to us.
We are sorry to hear about the difficulties you experienced regarding your account and getting this resolved.
Our records show your account is closed and we processed a refund in the amount of $210.00 on 08/22 back to the card on file. Please allow up to 5-7 business days depending upon your bank.
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 fromThomas T
Date: 08/15/2023
1 starThomas T
Date: 08/15/2023
I am writing to express my significant dissatisfaction with Primo Water Corporation regarding the ongoing issues I have encountered with their products. Despite the fact that the unit is out of warranty, I firmly believe that a replacement unit is entirely justified in this case. It's disheartening to note that I have had to go through several replacements, and none of them have managed to last beyond the span of two years.
Considering the initial cost of nearly $300 for the dispenser, it is only reasonable to expect a much higher level of durability and reliability. A product of this caliber should unquestionably maintain its functionality for a period longer than two years. Moreover, I want to emphasize that I diligently followed all the troubleshooting steps provided by the company in an earnest attempt to address the issues.
Regrettably, my interactions with customer support were far from adequate. Their responses did not meet my expectations, leaving me feeling unsatisfied and unsupported. While I fully grasp that the unit is no longer under warranty, I firmly hold the belief that given the circumstances, a replacement is a justifiable and fair resolution to this matter.Primo Water North America
Date: 08/16/2023
Hello ***,
Thank you for reaching out to us and making us aware of your concerns. We apologize for the poor experience you have had with our water dispensers. As a one time exception, we will be shipping you a new water dispenser. Please allow up to 14 days to receive your water dispenser. Once we have tracking information we will be sending that to you. Thank you and please let us know if you have any further questions.
Kind regards,
Primo Water North AmericaReview fromJim P
Date: 08/11/2023
1 starJim P
Date: 08/11/2023
This company purchased a small water firm that I had done business with for years. The first month they charged the same as the small company had been charging . The second month they charged me four times the amount I had been paying. I sent a check for the amount that I had been paying and called this company and complained about this charge that I never agreed on and told them to stop water delivery.
They have been harassing me with late charges, charging for billing me and threatening to turn me in to a collection company.
I have read on line reviews from others doing business with this firm that had similar experiences.Primo Water North America
Date: 08/16/2023
08/16/2023
Consumer: *** ******** Complaint ID#: ****** Thank you for taking the time to provide us with your complaint, your business is extremely valuable to us.
We are sorry to hear about the difficulties you experienced regarding your account.
Our records show we have applied a credit for all late and paper invoice fees totaling $89.49 and cleared out the balance from the account.
We also made an adjustment to the last delivery you stated did not receive.
For anymore questions or concerns regarding your account please do not hesitate contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromMichaeline R
Date: 08/10/2023
1 starMichaeline R
Date: 08/10/2023
This company is awful! They never deliver what or when contracted for.
They continue to bill even when they don’t deliver. They don’t pick up glasses and continue to charge. They are fraudulent!Primo Water North America
Date: 08/16/2023
08/16/2023
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 deliveries.
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 made contact and have picked up all bottles on August 15, 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 AmericaReview fromDonna S
Date: 08/07/2023
1 starDonna S
Date: 08/07/2023
The worst company in the entire world. It's been over 2 years and we are still trying to cancel our membership. They are intentionally not picking up our water cooler, and no one is responsible. They are an absolute scam, stay away!!!!!Primo Water North America
Date: 08/10/2023
Date: 8/10/23
Complaint ID #: *****
Consumer: ******* *****
Thank you for taking the time to provide us your feedback, as your feedback is extremely valuable to us. We sincerely apologize for the inconvenience we have caused you.
We have attempted multiple times to establish contact with the customer via email since it's the only infomation we have to communicate. If assistance is still needed, please reach out to our Customer Service line.
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 fromLeslie C
Date: 08/03/2023
1 starLeslie C
Date: 08/03/2023
Yea, total scam. Before they got bought out I had consistent service. I loved it! Now, I have consecutive no shows. So annoying and ridiculous! Just canceled todayPrimo Water North America
Date: 08/08/2023
Date: 8/8/23
Complaint ID #: ******
Consumer: ****** *******
Thank you for taking the time to provide us your feedback, as your feedback is extremely valuable to us. We sincerely apologize for the inconvenience we have caused you.
Thank you for taking the time to speak with us. Have reached out to the local team for assistance and ensuring that the pick up of the empty bottles is completed in a timely matter.
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 fromLesley W
Date: 08/02/2023
1 starLesley W
Date: 08/02/2023
I wish I had read these reviews before signing up for an account through the Costco membership referral. I signed up in July and within a couple of days received my machine and first delivery of water. That was the last positive experience I had with them. My next water delivery date was July 28th and with no warning or reason was updated in their system to be July 29th. July 29th came and went with no contact so I sent an email asking for status. All I received from the corporate customer service representative is that my route is backlogged and they will try to get out to deliver to me as soon as possible. On 7/30/23, 7/31/23, and 8/1/23 I received an alert and email saying my delivery day is today!! Only for hours later to receive one saying they are sorry and will try again tomorrow. Today I received one again apologizing and saying they will deliver to me by 8/11/23, which is the next standing delivery date. At this point I have been out of water since 7/27 and of course have received no account credit for my missed delivery date and no accountability as to the poor "product" that I have paid for.Primo Water North America
Date: 08/07/2023
Thank you for taking the time to provide us with your complaint as your business is extremely valuable to us. We can confirm that your delivery was completed successfully. For anymore questions or concerns regarding your account please do not hesitate contact us back at customer service 844-237-7466. Best Regards, Primo Water North America
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