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 469 Customer Reviews
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Review fromSandra M
Date: 06/06/2023
1 starSandra M
Date: 06/06/2023
When we moved, we asked them to stop the service and pick up the two machines. They said they would and didn't. We had to put them in the moving truck and take them to our new home. They then refused to pick it up from a new address (15 minutes away).
My husband drove the units to Van Nuys. It took half a day to get them back.
This company dared to charge us for the next nine months. We disputed the charges with our credit card, and they always found a way to keep charging. If only they put that much effort into helping customers.
Today we called after 9 months for the second time and were told the same thing - we'd get a refund and they would stop the charges. We were told that 4 months ago... so we'll see! ??Primo Water North America
Date: 06/07/2023
Date: 06/07/23
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.
Your account is officially terminated, the equipment has been removed from file and an adjustment was submitted and applied for a total of $135.29. Once approved it will go back to your card withing 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 AmericaReview fromAmy A
Date: 06/04/2023
1 starAmy A
Date: 06/04/2023
I used their bottle service from Walmart for many years, buying full bottles, initially about double the cost with about half as a deposit, exchanging empty bottle for tickets and basically getting subsequent full bottles for half price. Now I don’t want it anymore and there’s no getting my deposit back. Why call it a deposit? You should call it a “gift for the company for the privilege of using our water” because the empty bottles in the final exchange get you nothing. Crap company.Primo Water North America
Date: 06/08/2023
06/08/2023
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 concerning purchasing water at your local Walmart not being able to get a deposit.
Please contact us at the information below for assistance and we will be more than happy to assist.
For anymore questions or concerns please do not hesitate to contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromTodd A
Date: 06/03/2023
1 starTodd A
Date: 06/03/2023
Horrible company late or at best sub par service.
Spoke with customer service in April 2023 to cancel service and they did not. Called again June1st 2023 to cancel and they said our account is now locked and they cannot discontinue service unless we pay. I told them we have 19 bottles for them to pick up which would nullify the small amount owing and still they would owe me.
Will let everyone i know about this experience so they will not use them.
Terrible!Primo Water North America
Date: 06/13/2023
06/13/2023
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 concerning cancellation of your services with us.
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.
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 fromBradley M
Date: 06/02/2023
1 starBradley M
Date: 06/02/2023
Do not waste your time. Missed 3 weeks in a row of deliveries and after multiple calls to their customer service with the reassurance that my concerns would be escalated, still received zero contact from management then at EOD an email that says we will miss another weeks delivery. Save your time. Save your money. Do not even bother.Primo Water North America
Date: 06/09/2023
06/09/2023
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 concerning your deliveries.
We contacted you by email at ******************** requesting account information so we are able to assist your better and we have yet to receive a response.
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 fromJamey K
Date: 05/30/2023
1 starJamey K
Date: 05/30/2023
We were with Primo for a while and are services were great, than all of a sudden the deliveries stopped and not on time. So we since cancelled our services on March 9th and still have the equipment I call and call and no one gets back to us and no one comes to pick up the equipment. We have have a scheduled pick up for today but I doubt it will get done what are we suppose to do? On top we are in the process of moving and have told them this and will not move the equipment with us!! Thank youPrimo Water North America
Date: 05/31/2023
Date: 05/31/23
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.
Spoke to Brooke and received confirmation that the equipment was picked up yesterday 05/30/23. The equipment pick up generated a $30.00 bottle deposit credit that will be mailed out. Full process for the refund is 4-6 weeks.
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 fromWilliam & Denise S.
Date: 05/11/2023
1 starWilliam & Denise S.
Date: 05/11/2023
0 STARS!!!! Recently, unbeknownst to us, the water delivery service we have used for over 8 years was bought out by Primo Water Corp/Sparkletts. We were never notified of any change in service provider & only found out yesterday when a Sparkletts distributor took the bottles of our regular water delivery service & their payment envelope containing a check made out to them (not Sparkletts) off our porch & left 4 bottles of Sparkletts water in their place. They did not leave any notice of change information, contact information, invoice, or delivery schedule, etc. When we contacted Sparkletts Customer Service number we were told they didn't know anything about it & would contact the local distributor & someone one would call us back. That never happened. Today, we spent over TWO hours on the phone with constant long hold times, repeated disconnections & dealings with NINE different incompetent reps trying to cancel this service as we have no desire to do business with them, only to be told insistently that we were notified of the buyout & that because we didn't cancel before 4/28/23 we "agreed" to the migration & would be responsible for any charges. One rep said they email the notices, but then also acknowledged they don't have our email address. Another insisted they email and US mail & because nothing was returned by USPS to them, we definitely received the notice & are now responsible for any charges. One "supervisor" rep said if we wanted to have them pick up the 4 bottles that were delivered yesterday & cancel our account, they would refund our money. The "Cancellation Team" insists we owe them for the bottles whether they pick them up or not, even though we did not order or agree to their service. Our original water service company states when they were bought out they were specifically instructed by Sparkletts NOT to tell any of the customers of the change in provider. In our opinion Primo Water Corp/Sparkletts runs a disreputable & dishonest business! Beware!Primo Water North America
Date: 05/22/2023
05/21/2023
Consumer: ******* & ****** *****
Reviewing ID#: ****** Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us.
We are sorry to hear about the difficulties you experienced regarding your services with us.
The reason for you contacting us has been resolved, the account is closed and you decided to dispose of the bottles.
Any charges that have been incurred were credited back and a refund check has been issued.
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 fromCorbin A
Date: 05/11/2023
1 starCorbin A
Date: 05/11/2023
Sparkletts/Primo water North Texas- Horrible service. Never able to pick up or deliver on time, typically messing up product type or quantity. Always rescheduling services. Finally decided to cancel service due to their inability to service my account properly and promptly when scheduled. I was understanding and flexible for almost 2 years of subpar service until they left a broken bottle outside my front door without replacement for almost a month which ensured the HOA fines accumulated heavily.
Since cancelling they still cannot come at scheduled times to pick up equipment and bottles and now provide no notice of scheduled pick up after service is cancelled, so products must be left out indefinitely until they decide to show up. They have rescheduled on me 5 times since cancelling. Fines have reached over $1000 despite my constant communication regarding HOA warnings and subsequent fines.
I’d suggest drinking your own urine daily instead of attempting to deal with this unprofessional and incompetent company and their nonexistent delivery services.Primo Water North America
Date: 05/18/2023
05/18/2023
Consumer: ****** *******
Reviewing ID#: ****** Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your deliveries and account cancellation.
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. As we discussed over the phone. The equipment and bottles were picked up, and the broken bottle was cleaned up and cleared from your location. A refund is being issued back to your card on file and takes about 5-7 business days before it will post to your bank account. Thank you for your time and patience with resolving the matter for you.
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 fromTerra F
Date: 05/11/2023
1 starTerra F
Date: 05/11/2023
I just received a collections notice for service that was canceled over two years ago. They are claiming that the equipment was never returned, however, their delivery people picked it up. After my service was canceled and equipment picked up they delivered 3 bottles of water. I called them immediately to please come and pick them up. They sat on my front porch for weeks before they finally came and got them. Recently I opened up a new account for my new business location and knew nothing of them claiming that I never returned the equipment or the water bottles from the previous closed account. I intend to cancel my current service with them and go with someone else who has their accounting together. And I will get evidence this time of equipment return. I do not trust this company or their accounting practices.Primo Water North America
Date: 05/22/2023
05/22/2023
Consumer: ***** ******* Reviewing ID#: ****** Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning your account closing.
We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention. We attempted to contact you but have been unsuccessful via email and phone.
To address the concerns regarding your account please do not hesitate to contact us back at customer service 844-237-7466.
Best Regards,
Primo Water North AmericaReview fromJohn N
Date: 05/04/2023
1 starThey sneak in extra charges. Apparently they have been charging me for a cooler rental for 4 years. It wasn't on my first bill. They also charge higher and higher delivery fees without any notice. They have delivered MULTIPLE broken bottles that leak in the office and they refuse to pay for the fan and dehumidifier rentals to clean the mess. Condescending customer service. I am done with this company!Review fromAndrea R
Date: 05/04/2023
1 starAndrea R
Date: 05/04/2023
I recently noticed my bill has been increasing and I decided to dig into my account and billing and noticed I had 3 water coolers in my "inventory". After speaking to a representative we found that have been over-charged for the last 3 YEARS!!!!! This is absolutely ridiculous. I initially called and was told it would get figured out, I did not realize the fact that I have been over-charged for the last 3 years. I was given a $47 credit but when I called back to discuss how the credit was calculated, when we realized I have been over-changed for the last 3 years (34 months), therefore over-paying Primo Water/Sparkletts HUNDREDS of dollars!!!!! This happened when I moved, the coolers just kept getting added on to my account and not removed from the inventory. I never noticed because the billing is so confusing. Spent over 40 mins on the phone with your rep who has actually been great and diligent in helping however she needs to wait for the branch and higher-ups to approve the credit. I do not want a credit on my account. I want a check written to me for my money that I have over-paid due to your mistakes.Primo Water North America
Date: 05/09/2023
Date: 05/09/23
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, your invoices have been reviewed and your account has been credited accordingly.
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
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