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 has 4 locations, listed below.

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  Primo Water North America

  1150 Assembly Dr Ste 800 Tampa, FL 33607

• 

  DS Services of America, Inc.

  430 Commerce St Williston, VT 05495

• 

  Primo Water Corporation

  101 N Cherry St Ste 501 Winston Salem, NC 27101

• 

  Kentwood Spring Water

  4405 S Macarthur Dr Alexandria, LA 71302

Review Details

• Review fromHaidy N

  Date: 07/03/2023

  1 star
  Terrible experience trying to cancel my account they are telling me I owe lots of bottles to return even though I place the empty bottles with each delivery and the truck driver takes it. They take bottles and dont credit it to your account and try to charge your for massive number of bottles or you are stuck with them.

• Review fromJose A

  Date: 07/03/2023

  1 star

  Jose A

  Date: 07/03/2023

  Primo water delivery water dispenser on Thursday that machine didn’t work hot water coffee brew didn’t work as well i call soon was install told customer they scheduled other delivery for next day Friday come nothing was delivery to my home i call customer services today they telling driver was not available to complete is route on Friday now i have been push to Wednesday this type customer services is unacceptable.

  Primo Water North America

  Date: 07/06/2023

  Thank you for making us aware of your concerns. We sincerely apologize for the delayed water dispenser exchange. After speaking with you we on July 5th, we replaced your water dispenser the same day. We also credited the rental fee for one month for the inconvenience you experienced.
  
  If you have any further questions or concerns, please give us a call at 800-728-5508.
  
  Kind Regards,
  Primo Water North America

• Review fromLuis d

  Date: 06/27/2023

  1 star

  Luis d

  Date: 06/27/2023

  These people are thieves. Had to go without water for weeks because of staff shortages. Then when they do deliver they send the wrong products and then expect the client to pay for their mistakes. This company is a joke and please save yourself the pain and headaches of dealing with them. I wish I could give them 0 stars.

  Primo Water North America

  Date: 06/29/2023

  Date: 06/28/2023
  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 connected with you directly on this matter and have since resolved the expressed concerns.
  Should you have any additional questions or concerns please do not hesitate to contact us directly.
  Regards,
  Primo Water North America

• Review fromDan P

  Date: 06/26/2023

  1 star

  Dan P

  Date: 06/26/2023

  Poor customer service.
  Do not use them!
  The number of Delivery bottles changes from time to time. Unexpected delivery happens from time to time. Customer service person sounds like your boss. They do nothing but tell you whatever happened is final, cannot be undone.
  If I can go back and tell myself, I’d rather carry water from Costco myself every week.

  Primo Water North America

  Date: 06/30/2023

  Date: 6/30/23
  
  
  
  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 time to get in contact with no success. If further assistance is needed, please feel free to reach out.
  
  
  
  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 fromJennifer S

  Date: 06/22/2023

  1 star

  Jennifer S

  Date: 06/22/2023

  Horrible customer service. No response to emails. Several calls made and no resolution.

  Primo Water North America

  Date: 06/27/2023

  Date: 6/27/23
  
  
  
  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.
  
  
  
  The equipment has been picked up and the payment of $32.64 processed on 06/21/23 has been refunded and should be available back to the card within 5-7 business days.
  
  
  
  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 fromShervin J

  Date: 06/21/2023

  1 star

  Shervin J

  Date: 06/21/2023

  Believe all the bad reviews. Notice how much pain the customers had to endure before the company took one simple corrective action. My water delivery was late in June when we needed water. On the day of the delivery their system indicated the delivery was on time till late afternoon, then they just delayed it to the following weekend. After waiting for 4 hours for them to call back, their explanation was that Mon was a holiday! Are holidays a surprise? Do they not have a calendar to keep track of holidays? My expectation was that after they screwed up, they would make an attempt to make things right. Instead, they said there was nothing they could do and I had to wait till the next weekend.
  
  Do yourself a big favor and use anyone else than these guys. We will install a reverse osmosis system just so we don't have to deal with Primo. I learned to check reviews more carefully in the future, even when signing up for services at Costco who we trust.
  

  Primo Water North America

  Date: 06/22/2023

  Date: 6/22/23
  
  
  
  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 to ensure that your delivery is completed by Saturday 06/24/23 or before.
  
  
  
  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 fromMonica H

  Date: 06/19/2023

  1 star
  Placed order for replacement caps on June 2. They were in stock at the time and the money was taken from our account. Still have not received the caps and when you call the number on their website it tells you to call back during normal business hours no matter what time or day you are calling. Tried submitting contact form on their website and when you hit submit button it clears everything instead. This is the worst customer service i have ever experienced with a company. We had planned on getting delivery set up for home and business but if they can’t handle a simple order like replacement bottle caps, we will take it business elsewhere.

• Review fromAdeola O

  Date: 06/15/2023

  1 star

  Adeola O

  Date: 06/15/2023

  I would give then no star If I could. I moved to a new home February of 2023 and since u was always out of town, I signed up to their water delivery service to provide for my family. After the first delivery, it's always been a rescheduled delivery with me having to call each time just to ensure my family has water. The last straw was that since last month no deliveries has been made to my home and I have had to beg friends to bring water for my family as I am not home and I can't fly out to Georgia just of such a common available commodity like water. I ended the service and I am waiting on them to pick their bottles from my porch where it has been sitting for almost a month. So what happens if some random people take the bottles I asked as it's been there for too long, they said I will get charged. Get charged for your ****** service and negligence? They still havent come to pick their bottles and credit my acct for the bottles. Don't do business with them ever!!! Good thing I bought my dispenser. Buy water from other companies.

  Primo Water North America

  Date: 06/23/2023

  06/23/2023
  BBB Review ID# ******  Hello ******,
  Thank you for taking the time to provide us your feedback, 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.
  Can you please advise how many bottles you are needing to be picked so we can make the proper adjustment? We are here to ensure your request for contacting us is resolved in a timely manner.
  Should you need any additional assistance, please do not hesitate to contact us back.
  Kind Regards,
  Phelisha L.

• Review fromJohn P

  Date: 06/14/2023

  1 star
  Worst customer service experience ever! Cancelled service before it even got started!Ordered Primo Water **************** online. Placed order for (1) 5 gallon bottle of water & (1) Primo Bottom Load Hot/Cold Dispenser. I chose Wednesday, June 14th as my delivery date and selected the 8:00 AM 12:00 PM delivery window. I received an email confirming my order and my delivery date. Both the web site and email indicated I needed to be home so they could set up the equipment. Its important that youre there for our first visit and the area is clear, so we can set up any equipment & explain how everything works.On the morning of June 14th, I logged into my account and was presented with a delivery status saying my order was being loaded onto their truck. At around 7:30 AM, my order status changed stating my delivery was on its way.At noon, I had still not received my delivery, so I called customer service. I was told all their delivery windows are 8:00 AM 5:00 PM. (So, why did their web site direct me to select a 4 hour window?). The rep ******** my phone number and stated he would find an estimated time for my delivery and call me back to let me know.At 4:50 PM, I had not received my delivery and had not gotten a call back with an estimated time. I logged back into my account to get the customer service phone number and saw that the status on my order had changed to Delivery on Thursday, June 15th. Just like that, my order was no longer "On the way". I didn't any notification via phone, text or email.At that point, I called customer service and told them I would not be doing business with them and I wanted to cancel everything.

• Review fromayman e

  Date: 06/14/2023

  1 star

  ayman e

  Date: 06/14/2023

  WORST COMPANY EVER . I HAVE BEEN CALLING FOR MY ORDER FOR THREE DAYS AND HAVE NOT YET RECEIVED IT . THEY MAKE PROMISES THAT HAVE NEVER BEEN MET . IM CURRENTLY LOOKING FOR ANOTHER COMPANY THAT IS MORE PROFICIENT AND DELIVERS IN A TIMELY MANNER. IF I COULD GIVE NEGATIVE STARS I WOULD DO.

  Primo Water North America

  Date: 06/15/2023

  Good afternoon *****,
  We apologize for the inconvenience that we have caused and for the delay in resolving this issue.
  We have confirmed via email communication that your delivery was completed on 06/14. We have provided direct contact information in the event you need any assistance in the future.
  Thank you and have a great day!