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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 464 Customer Reviews

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    Review Details

    • denise s

      Date: 01/17/2023

      denise s

      Date: 01/17/2023

      I started service with this company after they took over Mountain Valley water. Upon commencing services, I was supposedly credited with 12 - 2.5 gal glass bottles. So far, I have had delivered 6 bottles of Mountain Valley water. On 12/12/22, Primo charged me $82.93 and deducted it from my card. I called them and they apologized and said they would credit me which they never did. On 1/9/23, $195.70 was deducted from my card. I called them on 1/10/23 and the customer service person said she would credit me for both charges. I requested that a manager call me and requested that my card. As of this date (1/17/23) I have not received the credits nor have I received a call from a manager. I am currently on hold waiting to speak with a customer service rep and I've been waiting 1 hour and 38 minutes. I have the option of pressing "1" to have my call returned so I don't have to wait, but whenever I've done this in the past, no one ever calls me. After reading the horrible reviews on the BBB site, I will be looking into other options for water.

      Primo Water North America

      Date: 01/26/2023

      01/26/2023
      Consumer: ****** ******* 
      Reviewing ID#: ********  Thank you for taking the time to provide us your review as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced trying to get your issue resolved.
      Our records show on 01/17/23 a credit was applied in the amount of $300 for bottle deposits.
      We have processed a request for refund check to be mailed to billing address on the account. This was completed on 01/24/23, please allow up to 30 days to receive this and 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

    • Meredith I

      Date: 01/09/2023

      They won't let me cancel and continue to charge me. Is this criminal?

    • Chrishandra K

      Date: 01/07/2023

      Chrishandra K

      Date: 01/07/2023

      I’ve been with this company for years and the delivery service is terrible!! My husband and I, we pay for this service for our elderly grandmother. Who we would like to have clean drinking water. They don’t deliver when schedule(Bartow,Fl area) . However, they make sure that payment comes out of your account. Also, I’ve received a delivery of leaking water jugs, which was supposed to be replaced the next day (1/6/23) and it has not been. I am so tired of this company. I think it’s about time to go with somebody new.

      Primo Water North America

      Date: 01/11/2023

      Review ID #: ****** 
      Consumer: *********** **** 
      Thank you for reaching out to us and we sincerely apologize for the inconvenience we have caused you.
      We have made direct contact with you regarding your expressed concerns and in result a delivery was provided Monday, 1/09, for replacement product at no cost.
      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

    • Melissa M

      Date: 01/04/2023

      Melissa M

      Date: 01/04/2023

      Primo bought the original water service. I started getting so much water that I didn't want or need that I had to purchase a holder. At one point I had 7 bottles. I kept calling asking for water not to be delivered and even asked for it to be picked up and was told that they could not pick it up. This created a large bill that eventually went to collections. I still have water BTW. they sent me to collections for over $500. I have spoken to so many people there and they provided no care of help. I will take them to court. This amount is not accurate.

      Primo Water North America

      Date: 01/09/2023

      Hi *******,
      Thank you for reaching out to us and filing a review we would like an opportunity to get it right. We apologize for your experience you have had thus far. Your business is important to us; therefore, please reply to this email your account information, and we will be more than happy to assist you better.
      Best Regards,
      Primo Water North America

      Melissa M

      Date: 01/12/2023

      My account number is *******. I am open to discussing this in hopes to resolve.

    • James H.

      Date: 12/31/2022

      James H.

      Date: 12/31/2022

      First water delivery only delivered part of my order which was 24 pack of bottled water and NO five gallon jugs of water... They charged me for it all and was supposed to deliver another day when I called which never happened... If I had another option for delivery I would definitely be a lost customer.

      Primo Water North America

      Date: 01/05/2023

      Hello *****,
      We sincerely apologize for the inconveniences you have experienced with out company. We spoke with you over the phone regarding this matter. We offered to assist with this matter but you unfortunately already cancelled our service before we could get with you and you do not wish to continue, due to the delay in getting this matter resolved. We credited he 5 bottles of water that you were charged for, as well as the delivery fee. You will be receiving your refund as a check in 4-6 weeks. If you have any further questions or concerns, please let us know.
      Sincerely,
      Primo Water North America

    • Andreia J

      Date: 12/08/2022

      Andreia J

      Date: 12/08/2022

      Wish 0 was an option. My unit was lost in 2021 & I started reaching out asking how much would it be to pay for it. For months no response so I stopped paying the bill. I went from an online account to them sending paper bills But still no one would provide the payoff. I started pursuing the matter again as Now not only the monthly fee was behind they were charging me for sending the paper bill. I explained Again I no longer had the unit & asked for the payoff. I got the unit in 2018. I went Months without Any response from them until I received a letter they had turned the matter over to collections and were charging me more than $350. The lack of communication & poor customer service as well as the unhelpful staff. You would be MUCH better served to buy a unit outright from Walmart or Amazon, then use Instacart or DoorDash etc through your local grocery store for delivery.

      Primo Water North America

      Date: 12/12/2022

      Good morning, *****,
      We sincerely apologize for the inconvenience you’ve experienced regarding the water dispenser and being sent to collections. We would be happy to further assist you. We have sent you an email to further discuss this matter.
      Kind regards,
      Primo Water North America

      Andreia J

      Date: 12/15/2022

      I would like to thank them for their Very timely response and more than that they took my concern seriously and took action to make it a favorable outcome. The company stepped in, researched I made contact trying to work things out before coming here & gave me an unexpected response. If you don’t get the assistance you seek at first Don’t give up on them as there are others who WILL take care of you as a customer (& respect you as an individual). Thank you

    • Steve S

      Date: 12/06/2022

      This business is very disappointing to say the least. I've been told empties would be picked up and new ones delivered four times now and yet no one has ever shown up. I finally called to cancel the service and there was no effort made to save the business or apologize. Very unprofessional company. I recommend you look elsewhere. There are better options.

    • Jacob P

      Date: 12/06/2022

      They canceled my service saying I was dead I'm alive I want proof of thst

    • Lindsay H

      Date: 11/29/2022

      Lindsay H

      Date: 11/29/2022

      Absolutely terrible. I was a Highland Mountain customer - Primo bought them and delivered product that I never ordered. After 15 emails and 12+ phone calls, I finally got the account closed and the product picked up. I then received a letter in the mail saying my account was "severely past due" because I owed .01. I am STILL trying to get this resolved 5 months later.

      Primo Water North America

      Date: 11/30/2022

      Hello *******,
      Thank you for reaching out and making us aware of your concerns. We sincerely apologize for the inconvenience. We tried calling you to further discuss this matter but we were unsuccessful in reaching you. We removed the 1 cent charge and your account is closed with a $0 balance. We sent you an email with our contact information if you need further assistance.
      Kind regards,
      Primo Water North America

    • David H

      Date: 11/14/2022

      Do not buy water from this company. Been with them for 10 years cause we needed the water and cooler. But the driver had a bad attitude and does not do his job. They came on Thursday and swapped bottles and was to bring a rack to hold the bottles. He didn't bring it. Called right away to have driver come back and he didn't. They rescheduled for Friday, He never showed up. Then they rescheduled for Monday "today", And he still never showed up. This is not the kind of service you should pay for! AVOID PRIMO WATER!!

    Primo Water North America is NOT a BBB Accredited Business.

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