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Business Profile

Bottled Water Companies

Primo Water North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Reviews

This profile includes reviews for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primo Water North America has 4 locations, listed below.

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    Customer Review Ratings

    1.03

    Average of 473 Customer Reviews

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    Review Details

    • Sheila M

      Date: 07/31/2023

      Sheila M

      Date: 07/31/2023

      We are done with this company! We have been calling since mid June for a delivery. After being lied to for a month saying a delivery is scheduled, we fired this company. They are lying and saying a delivery was attempted. They cant even pick up their equipment. I was told Bryan the district operations manager would call me and never did. Customer service is rude. We will be sure to tell all colleagues to not use this company.

      Primo Water North America

      Date: 08/03/2023

      Date: 8/3/23



      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 reached out to the local team for assistance. The equipment has been picked up as of today.



      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

    • Jeannette Z

      Date: 07/29/2023

      Jeannette Z

      Date: 07/29/2023

      If I could I would give them zero stars. I tried to cancel and rep would not take no for an answer. I finally was able to cancel my account. They now want to charge me $12 for bottles I already paid a deposit for. There charges and fees are crazy. I will never us again.

      Primo Water North America

      Date: 08/02/2023

      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.
      Should you need any additional assistance, please do not hesitate to contact us back.
      Kind Regards,
      Phelisha L.

    • Penny S

      Date: 07/27/2023

      Horrible company to deal with. I wish I could give them zero stars. They never provided the service they sold us (our small business) and have never once provided any kind of maintenance on our equipment that we were supposedly paying for. They keep going up on their price every month, our last bottle was leaking, and the equipment quick working . . . we finally have cancelled. They have evaded us and refused to pick up our equipment and have extremely rude customer service. We aren't able to find out who our local branch manager is, or even the address where we could drop off the old equipment ourselves. Do not get involved with them.

    • Rosemarie V

      Date: 07/25/2023

      I had to stop water service because I lost my job and I was waiting for my bottle deposit. I was misinformed that the deposit would be put on my debit card immediately. Well, immediately the money deposit did not arrive. I called ******* Springs and they said I was misinformed and they were sending me a check in for to six weeks. So I told them I was reporting them to BBB because I am desperate for my deposit back. Thanks, **********************

    • Gary G

      Date: 07/25/2023

      Gary G

      Date: 07/25/2023

      Absolutely terrible. We are firing them as of today. This company has to be some sort of scam. They never EVER deliver what we ask them for and then they charge us for their mistakes.
      They left us hanging for water deliveries for weeks and now we have so much water that we are running out of places to put the extra...This company is either horribly incompetent or willfully deceitful. Run, do not walk from these people. Worse than *******!

      Primo Water North America

      Date: 08/02/2023

      Hello ****,
      Thank you for taking the time to provide us with your review, as your feedback is extremely valuable to us. We are sorry for the delayed response and thank you for your patience.
      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.
      Should you need any additional assistance, please do not hesitate to contact us back.
      Kind Regards,
      Phelisha L.

    • Kori A

      Date: 07/20/2023

      Kori A

      Date: 07/20/2023

      I signed up for Primo/Sparklettes through Costco and from day one it has been nothing but a frustration. My invoices do not reflect my actual bill, they read as follows: 2 bottle @ 7, total: 23.
      It took me a phone call several deliveries later to figure out that missing number was the delivery fee, which was nowhere on the Costco website, nowhere in any of the information I read/signed during sign up, and nowhere in my invoice. I went down to one bottle for delivery, my $20 bill did not change. I did the dumb thing of assuming the autopay overcharged me and it would fix itself on the next bill.
      Then I got 4 bottles delivered; a change I did not make and no one else has access to my account. So I get to call the company, this time to cancel because enough is enough. The person I talked to offered me a bunch of stuff not to cancel. When I finally convince him I need to cancel, he tells me I owe them 6 bottles. There are only five in my house. The first time someone dropped off water, they picked up a Primo bottle I already had. Apparently, since it was my first delivery, they just took it and didn't count it as part of the pick up/drop off process. They essentially stole a bottle still expect me to return 6 bottles, which I don't have.
      Matthew, who was so ready to give me anything not to cancel, suddenly can't help. Refused to let me speak to a supervisor, insisted I owed them six bottles and that was that.
      This company sucks. Their customer care is apparently only present if you agree to keep paying them. That's not customer service, that's bribery. I'm furious and will certainly never sign up for water delivery with them again. I will also go into Costco and relay this story in the hope that they stop offering them as a partner. Costco has amazing customer service, they're known for it. They absolutely shouldn't be partnered or advertising for a company that clearly doesn't.

      Primo Water North America

      Date: 07/28/2023

      Date: 7/28/23



      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.



      I attempted to establish contact on Friday 07/21/23, Tuesday 07/25/23 and today 07/28/23 at the phone number ***** ********. I left a voice message and sent an email on each of these days. Please let us know if assistance is still needed regarding the account.



      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

    • Cynthia B

      Date: 07/19/2023

      Cynthia B

      Date: 07/19/2023

      Horrible company. They won't Answer your concerns, I've tried over 2 months now. No show for delivery 2 months now. Absolutely horrific company to deal with. Run do not walk RUN to a better option!

      Primo Water North America

      Date: 07/31/2023

      Date: 7/31/23



      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 attempted multiple times to establish contact with the customer via phone and via email. None were replied to. We are happy to assist if contact is wished to be established with us.



      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

    • B. H.

      Date: 07/18/2023

      B. H.

      Date: 07/18/2023

      Terrible customer service.
      After cancelling the service because we are moving from this location, I was given a pick up date for the cooler and bottles. No one came to pick up and no one called to say they wouldn't be coming. I called and the company rescheduled for the next day. Again, no one showed up and no one called to communicate they would not be coming. Again, we were rescheduled for 7/14. No one came and no one called to say they weren't coming. We were rescheduled for 7/18. At 2pm on 7/18, still no one had come for the cooler. I called to confirm pick up was still scheduled and was told they had already collected the cooler, even though they had not. I was told they would reach out to the driver to tell him to come back. At 4.30pm, still no sign of of any one and no word. I call yet again, after waiting for 8 hours straight, because I was the only one in the office and didn't want to even leave to get lunch in case they showed up, being told that they would arrive before 5pm. I asked if he would have me believe that someone would be coming before 5pm and he repeated that they would. They didn't.
      This is absurd. My office is moving. We're vacating the building. I will not have access to the office. I am not paying someone to move it to my new office. I don't know how many times that needs to be communicated to you. I can't wait for someone to feel like they want to come pick up the cooler. And every time I call, it's, "I'm sorry, I'll reschedule." I don't want to reschedule, I want the water cooler to be picked up. I don't want sorry. I was told my information would be passed on to the District Manager. I have no proof that happened as I have not received a call, and still no one came for the cooler. This has been a terrible experience.
      Besides the fact that the water cooler frequently didn't even work, I'm now past the point that I would "not recommend" your service, so much as I will absolutely actively dissuade people from engaging with this company.

      Primo Water North America

      Date: 07/24/2023

      Date: 07/24/2023
      Review ID #: ******  Consumer: ******* ****** 
      Thank you for taking the time to provide us with your feedback as your feedback is extremely important to us. We have attempted to connect with you directly to further discuss the expressed concerns. However, we were unsuccessful in reaching you.
      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

      B. H.

      Date: 07/27/2023

      Respectfully, at the time of your response, I have not be contacted at all. I have been contacted 1 time by anyone from this company and it was 2 minutes ago, about my issue that needed to be resolved a week ago. Unless you intend to reimburse me the cost of having the cooler disposed of, at the direction of your company, no further communication is required.

    • Cal M

      Date: 07/18/2023

      Cal M

      Date: 07/18/2023

      They are a horrible company that is blatantly Price Gauging customers on Mountain Valley Spring Water, and because they are the "only show in town" who delivers it, they can do whatever they want. Since I started with them a couple of years ago, they have increased their 5 gallon bottle deposits from $15 to $40 per bottle!!! That is an unconscionable increase. Delivery charges have gone from $2.99 to $12.99 per delivery!!! and the water itself has also gone from $29.99 to $33.99 per 5 gallon bottle. Additionally, they now charge a fee to pay by Credit Card ( I think it's 3%). It's like some crazy conspiracy to keep truly clean water only in the mouths of the elite. But is it still truly clean???! Quotes from 2023 news reports: "Miami's Mountain Valley Water fails state, FDA inspection" and "had labels that lied about ingredients and a bottling machine so unsanitary, a state inspector ordered it out of service.Feb 6, 2023". Shame on you PRIMO water, and your abhorrent criminal business practices. Customer Service is awful as well. Currently on hold for over an hour. Seems like this company needs to be scrutinized by a higher authority! Wish I could give no stars.

      Primo Water North America

      Date: 07/21/2023

      Hello ***,
      We regret to hear that your experience with our service is 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 understand your concerns regarding price increases.
      We hope that you can accept our sincerest apologies for any inconvenience this matter has caused you.
      Should you need any additional assistance, please do not hesitate to contact us back.
      Kind Regards,
      Phelisha L.

    • A. J.

      Date: 07/17/2023

      A. J.

      Date: 07/17/2023

      I have used Primo water deli every service for 6 months now.

      That seems to be coming to an end… I have now not had my water delivery for over 5 weeks. I have had 3 separate NO CALL NO SHOWS!!! What kind of business is this?

      No response is given with emails and when you call in there is just an automated service. VERY disappointed to say the least

      Primo Water North America

      Date: 07/25/2023

      Thank you for taking the time to provide us with your complaint as your business is extremely valuable to us. We can confirm that our Local Management Team has contacted you regarding your issues, and you have received your delivery 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

      A. J.

      Date: 07/25/2023

      Yes thankfully after this review I finally was able to receive some help and my delivery was finally followed through on.

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