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

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  Primo Water Corporation

  101 N Cherry St Ste 501 Winston Salem, NC 27101

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  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 fromkathy n

  Date: 05/03/2023

  1 star

  kathy n

  Date: 05/03/2023

  notified company by phone on 4-11-23 that I am moving -selling my house and need 9 empty bottles picked up asap. pick up was scheduled for April 18, 2023 while I was on vacation regular scheduled day for deliveries. When I really turned home on May 1, the bottles were still on my porch. I called again on May 2, 2023 and they could not find my account. That’s because they closed my account before the bottles were picked up finally found my CLOSED account and scheduled pick up for the second time, for today, May 3, 2023 .
  
  if my bottles are not picked up TODAY, I will file a formal complaint tomorrow, I EXPECT a timely refund of $6 per bottle immediately mailed to my current address. I do not recommend this company. Poor customer service I wasn’t even notified that the pick up would not happen but you get regular emails asking you the day before your scheduled delivery if you’d like to buy more items.

  Primo Water North America

  Date: 05/08/2023

  Date: 05/08/2023
  Review ID #: ****** Consumer: ***** **** 
  Thank you for providing us with your feedback and we sincerely apologize for the inconvenience. Our team has connected with you directly and completed final pickup of the bottles left on hand. In result, the warranted returned bottle deposits have been issued as a refund check to your mailing address. Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.

• Review fromNancy M

  Date: 04/21/2023

  5 stars

  Nancy M

  Date: 04/21/2023

  I’m revising my prior one star review to five stars. Primo is sending me a new dispenser to make up for the damaged one I received. I’m very happy and impressed that they are doing this. They did not ask me to reverse my original review and I have no idea if they even know it’s here in the bbb’s website. I’m doing this on my own because of them doing the honorable thing and switching out damaged product to non damaged (hopefully, it’s not here yet).

  Primo Water North America

  Date: 04/28/2023

  Good afternoon,
  
  Thank you so much for the 5 star review! I'm sorry you had a poor experience, but I am very happy that we were able to turn it around for you. If you have any questions or concerns in the future, please feel free to reach out at [email protected] and we'll ensure everything is handled. Thank you for being a valued customer.
  
  Primo Water North America

• Review fromF. V.

  Date: 04/10/2023

  1 star

  F. V.

  Date: 04/10/2023

  I am owed a credit from Primo for around $75, since December, 2022. My secretary has in vain tried to contact them, and they have promised us the check is in the USMail.
  Not so!!!!
  It’s April 9th, 2023, and no check!!!
  DO not do business with such a CORRUPT company EVER!!!
  ******** *********** **** Santa Fe, NM,
  USA

  Primo Water North America

  Date: 04/18/2023

  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 members. 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
  Phelisha L.

  F. V.

  Date: 04/18/2023

  Just pay me, and then this post will come off the internet review!!!!
  ******** ********** 

  F. V.

  Date: 04/18/2023

  My secretary just got in touch with you today 4/18/23, and was told a check was issued on 3/31/23, but it would take 4-6 weeks to get to Santa Fe, NM from Atlanta, GA?!
  I never heard of such egregious lies in my life!
  Standard USPS mail takes maximum 6-8 business days !!!!

• Review fromMary B

  Date: 04/10/2023

  1 star

  Mary B

  Date: 04/10/2023

  They are AWFUL!!! Where do I begin. Constantly late deliveries (by weeks at a time), no one ever calls you back, they are rude, they charge you when they don’t deliver, again they don’t communicate. I can’t believe I stuck with them as long as I have. I enjoyed the Costco perk but would rather pay full price than this hoopla. they are the worst service I have ever had in my life. Save yourself time and money because they are not worth it! I doubt when I cancel they will even pick up their crap.

  Primo Water North America

  Date: 04/17/2023

  Hello ****. We sincerely apologize that 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 reviewed this matter with our local management and can have reached out to you to confirm your equipment and bottles will be picked up from you location tomorrow April 18, 2023. We applied credits to remove any additional charges from the account. 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 America

• Review fromGreg S

  Date: 04/10/2023

  1 star

  Greg S

  Date: 04/10/2023

  This is a terrible company that should not be in business. We have been trying to cancel the service for 5 months. Numerous emails, phone calls, etc. and they claim they continue to service an empty building in which they removed the machines 3 months ago. For example, called again today and they said the service was cancelled and yet I just sent them screen shots of the account having a delivery set for May 4. They deny, bill and avoid talking to you. The employees are either corrupt or inept. Stay far away from this firm.

  Primo Water North America

  Date: 04/18/2023

  Hello ****. We sincerely apologize that 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 reviewed this matter with our local management and have reached out to you and confirmed the equipment has been removed from the account. Also, we applied credits to remove any additional charges from the account. 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 America

• Review fromSusan F

  Date: 04/07/2023

  1 star
  Only giving one start because you have to give a star. Never received water deliveries, no calls for not showing up - but got automated emails that they were coming - then just no shows, scheduled multiple times for special deliveries since they missed regular deliveries and called multiple times. No call backs, yet still get charged for dispenser. Cancelled account, scheduled pick up of equipment, of course no show. Called the call center (which is in ******* and has nothing to do with the local services. You can't talked to anyone locally) and they said account was placed on hold and not cancelled...no record of the pick up date that I was given for the equipment. Such a scam...because then I was charged again for another month for the dispenser. Literally received one water delivery in 4 months "because of snow (*******), worker shortage, and multiple other excuses". Don't take new business if you can't support it.

• Review fromPaul T

  Date: 04/05/2023

  1 star
  This company is not ethical or trustworthy. I scheduled for them to pick up several empty water bottles about a half dozen times and the company never showed up once. Then they charged me for the bottles not being returned and kept adding late fees over and over again for not returning the bottles they didn't pick up. They make it impossible to dispute the charge and extremely difficult and time-consuming to cancel our contract. It takes weeks for customer service to respond to an email and when they do it isn't helpful. If you try to call them, you're forced to **** through multiple levels of a phone tree only to wind up on hold for hours. If you're able to speak to a live person, the person you get us unable to take any actions or else they make promises to resolve the issue but don't follow through . I discourage anyone from doing business with them.

• Review fromJT J

  Date: 04/01/2023

  1 star
  Never get orders right and overcharge. They say I have more than twice the amount of bottles I have! Plus, they don't have any place to order 1 gal distilled.

• Review fromJT J

  Date: 04/01/2023

  1 star
  Save yourself the trouble and skip this headache of a company. Overcharge and can't keep track of their bottles!

• Review fromNilou B.

  Date: 03/29/2023

  1 star

  Nilou B.

  Date: 03/29/2023

  Terrible customer care! They bill you for no service and when you complain they claim that they have taken care of it instead they send it to the collection agency!

  Primo Water North America

  Date: 04/03/2023

  Thank you for providing us with your feedback. We sincerely apologize for the inconvenience you've experienced due to our error. We spoke on the phone on March 30, when we advised you that we would begin the collections removal process. As of today, April 3rd, your account has been removed from collections with a $0 balance. We have emailed you the letter confirmation for your records. If you have any further questions or concerns, please call us at 800-728-5508.
  
  Kind regards,
  Primo Water North America