Reviews

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

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  Primo Water North America

  1150 Assembly Dr Ste 800 Tampa, FL 33607

• 

  Primo Water Corporation

  101 N Cherry St Ste 501 Winston Salem, NC 27101

• 

  Kentwood Spring Water

  4405 S Macarthur Dr Alexandria, LA 71302

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  DS Services of America, Inc.

  430 Commerce St Williston, VT 05495

Review Details

• Review fromSusan M

  Date: 07/17/2023

  1 star

  Susan M

  Date: 07/17/2023

  Zero stars!
  
  I am disgusted with the pathetic lack of follow through by Primo Water of North America. I had mush more reliable service with Crystal Springs before it was bought by Primo. I have been waiting for water delivery for more than two weeks and been on hold with customer service for more than an hour at at time five separate dates for consecutive business days since July 7. I have been more than patient and polite when speaking with customer service representatives, I have written letters, emailed and I have been promised a call back from the facility manager in Beltsville, MD and have yet to be contacted. At this point, I would be willing to drive to the facility in Beltsville and have them put the water in my car, just so that I could have water at home! I also want to note that I have returned water bottles that leaked all over my floor and have marked them as leaking but received no call from the company nor was I given a refund for a product that was not able to be used.
  This level of pathetic follow through and lack of delivery is unacceptable by any standard. For a company that touts its commitment to provide quality service to their customers, I question what their definition of quality service is. They lack follow through and effective management. They should have no excuse, Covid-19 is "under control," other companies don't have this lack of service. Primo Water has truly failed as a business serving residential customers.

  Primo Water North America

  Date: 08/02/2023

  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. Our Local Management Team has 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

• Review fromDesirae F

  Date: 07/17/2023

  1 star
  Terrible experience. They have canceled and rescheduled my delivery 5 times and every time I call in I'm just told the driver ran out of water. I was then promised on the 4th time I would be scheduled for the 1st delivery and they again didn't deliver and rescheduled.
  
  I've been promised multiple calls from corporate after having the driver cancel deliveries, throw bottles against my front door and get in my face. I have never once received one of the promised calls and have basically been told since I'm last on his route I'm not guaranteed delivery. Why am I paying for a service then if my place on the route means I may not receive said service.

• Review fromSeema C

  Date: 07/15/2023

  1 star

  Seema C

  Date: 07/15/2023

  We like the water, but customer service is terribly sub par. They will say they will deliver water, but then the water is not delivered. And if you try calling customer service, they will say, tough, sorry the driver did not deliver your water, but we cannot do anything till the next delivery date. Today is the next delivery date, and no water was delivered. I feel that they have absolutely no customer service, it’s almost as if they don’t care if you use their service or not. They must not need the revenue.

  Primo Water North America

  Date: 07/20/2023

  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.
  The branch has confirmed your final pickup will be completed this Friday on 07/21 as scheduled.
  Should you need any additional assistance, please do not hesitate to contact us back.
  Kind Regards,
  Phelisha L.

• Review fromKaren O

  Date: 07/14/2023

  1 star

  Karen O

  Date: 07/14/2023

  The only easy part about joining was signing up. I was told the machine would be delivered and installed, that was not the case. I got a knock on the door after everything was left at my door and opened my door as the truck drove away. The water dispenser sometimes would dispense cold water, sometimes the water would flow slow. I was supposed to have my delivery for Wednesday 7/12 and without notice or any kind of communication, I called that evening and was told that it was delayed to the next day. I have 4 kids, 2 of which are newborn twins and I rely on that water for formula. I expected my ord r to come yesterday 7/13, then it was rescheduled to today 7/14, again with no notice. I decided to check check my app for delivery again, as I was told I'd get a call 30 minutes before my water would be delivered, and still not call. Now the app says 7/19 delivery. What's the point of paying top dollar for a service that is not servicing. No one can give me clear answers. I want ALL of my money back and no one helps.

  Primo Water North America

  Date: 07/19/2023

  *** CS Corp Response (Portal) ***
  
  
  
  Date: 7/19/23
  
  
  
  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.
  
  
  
  Records indicate that a free of charge delivery was made yesterday 7/18/23 and the dispenser was exchanged today 7/19/23.
  
  
  
  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

• Review fromMaddie C

  Date: 07/13/2023

  1 star

  Maddie C

  Date: 07/13/2023

  Awful! Zero stars. PRIMO is the worst to get at refill stations. Reverse osmosis? Really. What medium do they use? Paper towel? It tastes and smells like a highly chlorinated swimming pool. All Bradenton and sarasota kiosks I have tried are the same. Been an unaddressed issue for 2 years now. I can't believe whole foods has it in their stores.

  Primo Water North America

  Date: 07/18/2023

  Thank you for taking the time to provide us with your complaint as your business is extremely valuable to us. We have attempted to reach you via the email address provided on this review. Please feel free to respond to the email for further assistance. 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

• Review fromChristine J

  Date: 07/12/2023

  1 star

  Christine J

  Date: 07/12/2023

  They bought out Sparkletts in CA and after having water delivered to my home once Covid hit, my delivery guy was told he could not deliver to my garage. Then they slapped a service charge for delivery, saying gasoline price hikes caused it, then the delivery charge changed to $12 per delivery, more than the cost of a bottle. My husband underwent spinal surgery and could no longer lift the bottles. I am 74 years old. I could not lift them either. I asked that we not receive the 5 gallon, but I would try the 3 gallon ones. The charge for the deposit on the bottles is $6, even though it is smaller. i had to order twice as many 3 gallon ones and when I finally said I could no longer pick up & move all of them into my garage, then into the house one at a time, I cancelled the service. No problem. They picked up 10 empty bottles & their cooler, which they charged me the monthly fee. Now is the kicker, this was back in March, 2023. After not getting a check for a lousy $54, which was supposedly processed on 4/19/23, I contacted them again on 5/13/23 to be told that a check had been reissued. Well, my husband is 76, I am 74 and no check, and there are just too many things we want to do than deal with a piece of crap company as Primo Water North America (the owners of Sparkletts). They don't mind cheating old people of a few bucks (Isn't this considered Elder Abuse?). So I go to my local Walmart and I do not buy filled Primo bottles or their holders. I buy 2 40-bottle packs, other heavy items like detergents, fabric softeners, soda cans and I have them load them in my car. Once home, I unpack all but the water, then I cut the packs open, transfer 10 bottles at a time into a carry bag & into the house, which I have a nice Amazon metal stand which holds well over 60 bottles. Then I remove the remaining water, usually under 20 bottles & leave those in the plastic sleeve in the garage by the soda packs. I am retired, I take the emptys to recycle for $5 for 100.

  Primo Water North America

  Date: 07/18/2023

  Date: 7/18/23
  
  
  
  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.
  
  
  
  Per our conversation the refund for the $54.00 has been submitted. Refund process can take 6-8 weeks to complete and be received. We confirmed the address. It was offered to have the refund issued to a card since it would only take 5-7 business days, but the offer was declined.
  
  
  
  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

  Christine J

  Date: 07/18/2023

  Yes, they did offer to put the refund on my card, but twice they said they had issued a check to refund the $54. As I was lied to, in e-mails, I did not feel comfortable giving them my credit card, based on what had transpired.

  Christine J

  Date: 08/04/2023

  Today is August 4, 2023. Today I received a FedEx overnight envelope with a check for $54.00, to refund the bottle deposit upon our cancellation of service & subsequent return of empty bottles & unit. I was told twice that checks had been issued, although never received. Definitely a buyer beware situation. Not until I got the Better Business Bureau involved did they react to my issue. The check was issued by DS Services of America, Inc, which owns all your local bottled water companies. Check before you order service, see who really owns the company. I don't know how many independents are left, but this company either is stretched thin due to all the acquisitions or they don't care about legitimate business practices....just keep telling them something, eventually they will give up. I made the mistake of explaining that I am elderly and could no longer handle the bottles & my husband had back surgery and could definitely not. Sounds like this multi-million dollar company lacks compassion and practices elder abuse. Just do your due diligence, look into any company you are thinking of using and get their ratings.

• Review fromK. M.

  Date: 07/12/2023

  1 star

  K. M.

  Date: 07/12/2023

  The entire company is crap!
  "Make sure you're home, clear the way, our RSR will install your dispenser, meet you and answer all your questions." I didn't even get a knock on the door nevermind my dispenser being installed or questions answered. Yes, I was home!
  I ordered 2 bottles but somehow received and PAID FOR 4! I wanted 2!
  It shows a monthly amount upon set up and as soon as your items are dropped off (for you to install yourself), they up the cost by $30 more per month!
  After 3 days and all these lies, I told them to come get their crap and give me a refund. This is ridiculous! Now, they can't pick up the items for another 12 days.. how much do you want to bet that I WON'T receive my credit and will be charged these additional days due to their schedule!? I cannot believe this is how they run a business! Update your dang email templates, app and website with ACCURATE information!

  Primo Water North America

  Date: 07/19/2023

  07/18/2023
  Consumer: ****** ******** 
  Complaint ID#: ******  
  Thank you for taking the time to provide us with your review as your business is extremely valuable to us.
  We are sorry to hear about the difficulties you experienced regarding your water delivery services with us and because of this the account was cancelled.
  We have received confirmation from the branch pickup can't be completed until 07/24 we apologize for the inconvenience.
  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

  K. M.

  Date: 07/20/2023

  How dare you give customers the impression they won't have to lift a finger and that you'll take care of them. How dare you up the quantities/delivery withOUT communicating, withOUT their permission and then CHARGE them for it! Maybe other people haven't noticed how shady this is but I have. Honesty goes a long way, even in business.
  The LEAST you can do is update your email templates and website. If there is a minimum quantity for delivery, communicate that! Communication is key and when all of your communication is false, how do you expect to have happy customers?
  I better get all FOUR bottle deposits back. I should get credited the delivery fee as well since I had to install everything myself due to your miscommunication but I won't hold my breath.
  Update your email templates, update your website, update your communications... do better!

• Review fromRich C

  Date: 07/10/2023

  1 star

  Rich C

  Date: 07/10/2023

  Last July we cancelled this account, verbally, as stipulated by their policy. We were informed that they were unable to email or provide acknowledgment of this in any format. We assumed the account had been closed
  Recently we received a bill for $62.50 - attached. This bill was for $6.00/month and it was a bill for sending us a paper bill, even though we have not purchased anything from them since we closed the account. Seriously!? THEY SENT US A BILL FOR SENDING US A BILL - AND ON A CLOSED ACCOUNT.
  We contacted them regarding this again recently and were informed that we couldn’t receive confirmation of any kind that we have closed our account. ***** *****, our Co-General Manager offered to pay the $62.50 just to settle this and she was informed that no confirmation of this payment would be forthcoming.
  I’m only hitting the high points here. I don’t have time to mention the remarkably inept service and mismanagement we received which led to our cancellation of the account. Check out other review sites: 1 star on Yelp, 1.05 stars here from the Better Business Bureau, 1.5 stars on Trustpilot, 2.6 on Amazon.
  I have no precedent for this in any business dealings - ever. These people are criminals.

  Primo Water North America

  Date: 07/17/2023

  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 services 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.

• Review fromAnn B

  Date: 07/10/2023

  1 star

  Ann B

  Date: 07/10/2023

  I am a new customer. Only received 1 delivery. Out if water since 7-5-23.
  Called every day starting 7-3-23; no delivery!
  All I am told is, “i will text driver”. Every day told this!!
  Will I refer them, **** no!
  Registered to start service at my Costco.
  I will advise them when I go in next to shop, this Primo is NOT.

  Primo Water North America

  Date: 07/11/2023

  07/11/2023
  Consumer: *** *******  Complaint ID#: ******  
  Thank you for taking the time to provide us with your complaint as your business is extremely valuable to us.
  We are sorry to hear about the difficulties you experienced regarding your water services with us. We have escalated this issue to the branch and we show a delivery was completed yestaerday.
  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

• Review fromChristopher M

  Date: 07/08/2023

  1 star

  Christopher M

  Date: 07/08/2023

  Very unreliable!! They have rescheduled our delivery 3X and still didn't show up the 3rd time. I am trying to reach the front office, but of course, no one answers! Save yourself the headache and dehydration. Go somewhere else. If I could give negative stars I would.

  Primo Water North America

  Date: 07/11/2023

  Date: 07/11/2023
  Review ID #: ******  
  Consumer: *********** ******** 
  Thank you for taking the time to provide us with your feedback and we sincerely apologize for the inconvenience we have caused you. We have established direct contact with you and confirmed delivery was completed yesterday, 07/11 to your location.
  Should you require additional assistance, please do not hesitate to contact us back directly.
  Regards,
  Primo Water North America