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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 464 Customer Reviews
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Review fromwendy e
Date: 11/04/2022
1 starThey keep raising their prices without notification. Their delivery fee a year ago was $8. Last month was $11. It is now $12. I called to ask why I was not send a notification with my previous bill. An employee named Ricardo said it was policy and they do not send out notifications. I'm done with them. I have tried to reach out to them for several issues such as locking me out of my account. I never regained access instead had to create another email. They tried sending me to collections for not being able to pay my bill when they locked my account. From now on, I'm refilling my own gallons. They can keep their $12 fee when their employees often show up to my door slamming gallons around and then ending up with broken gallons of water that leak all over my storage closet.Review fromKevin. M
Date: 10/26/2022
1 starKevin. M
Date: 10/26/2022
Would do negative stars.three month's with no service. Hours of wait time to cancel service with this awful customer service .did I mention no deliveries for three month's. When I tried to cancel service with this a awful water delivery I was put on hold for hours and they still have not picked up the dispenser or credited my account t.awful zero stars and should be bankrupt and ashamed.Primo Water North America
Date: 11/02/2022
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 have attempted multiple time to reach you but received no response. In order to assist, we'll need to speak to you to get the details on your concerns.!
If you need further assistance, please contact the Customer Care Center at 1-800-492-8377.Review fromba m
Date: 10/07/2022
1 starterrible. . . terrible customer service, delivery.. hard to cancel... run awayReview fromShaun H
Date: 10/03/2022
1 starShaun H
Date: 10/03/2022
I am beyond disgusted with the Nashville branch. I have never seen a paid service so bad! We got the Primo Water/Crystal Springs water delivery set up because of the partnership they have with Costco. I set our account up with them to have water delivered every two weeks and we vary between 5-7 bottles each delivery. Anyhow, in the last year they have missed/skipped/delayed our deliveries at a minimum of 15 or 24 times. I have had some deliveries completely skipped and no attempt to deliver water until the next pre-scheduled delivery causing us to have to go out and buy jugs of water elsewhere numerous times. In the past when I would call and speak to them they were at least apologetic and pleaded with me to allow them to earn our trust and service our account properly. I reluctantly went along with this for a while last year and this spring and I will admit that the deliveries over the summer were better. But----- the issues have returned this fall and they are missing deliveries again and forcing us to have to seek water elsewhere. The major difference this time is when I called, the customer service agent was a complete *** to me on the phone and showed no sympathy or concern for my issue. He basically told me that they will service the account when they service the account. This is absolutely where I draw the line- there is no way I will tolerate a company that I pay to neglect my account/deliveries the way they have and on top of it be treated like garbage by the customer service agent. I will be speaking with Costco about the terrible service so hopefully they take a second look at a company that they partner with as well as I will be looking for alternate service. I highly recommend that if you are looking for a home/business water delivery service to seek out other options and stay clear of Pimo/Crystal Springs.
Oh yeah- on top of all that; 80% of the deliveries that I have had for the last 7 months have had a bottle/jug that was cracked and leaking.Primo Water North America
Date: 10/10/2022
10/10/22
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 regarding your account and the customer service you received.
We appreciate you bringing this matter to our attention and because of this issue you choose to write a BBB review.
We sent you an email requesting for account information so we can assist you better and we have yet to get a reply 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 fromRichard W
Date: 09/16/2022
1 starRichard W
Date: 09/16/2022
I pay for water with my phone. I went to a dispensary and did not realize the price per gallon had doubled. DOUBLED. That is just wrong on all sorts of levels.Primo Water North America
Date: 10/07/2022
10/07/22
Consumer: ******* Wiles
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 concerning the pricing of the water
We appreciate you bringing this matter to our attention and because of this issue you choose to write a BBB review.
We understand how this can be frustrating the increase in pricing.
We are able to offer you a few coupons as a coutresy.
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 AmericaPrimo Water North America
Date: 10/10/2022
10/10/22
Consumer: ******* ***** Reviewing ID#: ****** Thank you for response and providing your address so we can mail you (3) free coupons for a 5G Primo bottle of water.
Please be on the lookout you should receive them within 2-3 weeks or sooner.
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 fromRolando G
Date: 09/07/2022
1 starI figured out their scam... They tell you they have shortage in water bottles so they will only deliver 1 bottle of water instead of more. Then they shorten their delivery service to twice a week. They charge $6.99 per bottle and $11.45 for delivery fee. So I told them just deliver once a month with 3 bottles. I buy a pack of gallon of water at costco so if I ran out of water, i use that for emergency. I got Sparkletts through Costco. If something else comes up, I'll cancel it. I live in Southern CaliforniaReview fromMyra F
Date: 09/07/2022
1 starMyra F
Date: 09/07/2022
I ordered 3 gallon water bottles for my home water cooler. They instead delivered 5 gallon bottles without informing me of the change. I was home when they were delivered but did not hear the truck and was not notified by the delivery person. I immediately called and told them of the mistake. I was told they would be back within and hour to get them. At that point, I said that would be fine but to be sure and not bill me for those and to cancel my account as they told me they frequently do not have the 3 gallon bottles. I was assured I would not be charged. Three days later, the charge came out of my checking account. Again I called and was assured it would immediately be refunded within 24 hours. Long story short, multiple phone calls and almost three weeks later, I still have no refund. This morning I was told it would take 10 to 30 days for my refund to process. It has been 17 and I was told it would be 13 more. That is not 10 to 30, that is exactly 30. So Crystal Springs has my $51.77 for water I do not have. Had I made the mistake, I would be fine with waiting for the refund, but I told them immediately of their mistake and I needed my money back. I call this pretty shoddy business. I can almost be certain if I had not had the funds to cover the amount when they sent it to my bank, they would have not given me 30 days to pay. I just want my money back and it should have been done in a timely manner.Primo Water North America
Date: 10/31/2022
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 to reach you via the email you provided but received no response. We apologize for any inconvenience.
If you need further assistance, please contact the Customer Care Center at 1-800-492-8377.Review fromAmber P
Date: 09/04/2022
1 starAmber P
Date: 09/04/2022
If I could give them a zero I would!
We’ve been a customer of Crystal Springs for almost 10 years. When they switched to Primo their customer service and delivery went to ****!
Twice this year alone our services were skipped due to “lack of drivers” or some other company misdoings. The first time they skipped us it was only a month, but the second time was over 3 months. I would get notifications that my delivery was scheduled then late at night we’d get an automatic apology email and a new rescheduled delivery- then they would skip that day too, promise a new date a few days later and next thing I know, it’s been 3 months and I’ve been buying water from the store!
Customer service is terrible- they also promise delivery and nothing happens. When I call them, I can’t get through and when I email them I get an automatic reply that currently they are “experiencing outages on our website and phone system, which is impacting our call center.” BTW, for over 3 months they’ve been experiencing this issue.
I get a reply every now and again and am told that they’ve escalated my account to the route manager in my area but I never hear anything from them and they don’t deliver!
I’m so disappointed in how they treat their customers. I’m tired of the broken promises and terrible routing.
They need to hire more drivers and pay them overtime to fulfill their promised orders.
After 3 months of skipped services- they lost another customer.Primo Water North America
Date: 09/07/2022
Good afternoon,
We are so sorry to hear you've had a poor experience, and we would like to rectify this situation. Could you email us your information at [email protected] so we can assist you?
ChrisReview fromIsabel G
Date: 08/30/2022
1 starI been without water for 2 weeks!! Very disappointed in Sparkletts service! I’ve had this service for over 10 years and never had a problem like this. Calling customer service is a waste of time because I still have no water! RidiculousReview fromHeather C.
Date: 08/30/2022
1 starHeather C.
Date: 08/30/2022
This morning we found a band aid stuck to the inside wall of our five gallon pre-filled water jug bought at Walmart in North GA on 8/5/22. The jug does not appear to have been damaged in any way or the seal tampered with. This jug came filled with water from the facility on 8/1/22. The code on the bottle reads "BTLD 08/01/22 13:32 MAB M". Looking at Primo's website, it appears they are regulated by the FDA with a sanitation process in place for reusable bottles. I have already spoken to the Georgia Department of Agriculture to report the issue to them, as recommended by the local county health department. I am concerned for the amount of 'band aid water' my family has consumed, especially my elementary aged daughter. What I am blown away by however, is the nonchalantness of the attitude of the customer service representative I spoke with at Primo. She says she is sorry this happened and is mailing us a voucher to get a free exhange. She told me I can dump the small amount remaining in the jug and discard it. There was no further discussion, no offer to speak with someone else to be sure the matter would be handled. What makes Primo think I want another refilled bottle after this experience, or that it is enough? This is most unbelievable and I want it reported to anyone it can be reported to, in hopes they take it seriously and investigate how a band aid even got inside a water bottle at their facility.Primo Water North America
Date: 08/31/2022
Hello *******,
This is very unfortunate to hear and we sincerely apologize. We will be passing this information over to our critical claims department who will be able to look further into this batch of bottles. Thank you for making us aware and for providing us with the bottle details. So that we can keep you updated, please email us at [email protected] with your address and phone number. We have also provided our critical claims team with the email listed on your review.
Kind regards,
Primo Water North America
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