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 464 Customer Reviews
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Review fromBrett B
Date: 08/29/2022
1 starBrett B
Date: 08/29/2022
Your customer service agents don't know Primo business policy, nor do they understand what they can modify with a customer's account. I was told three different things by three different representatives while trying to get assistance with my account. It's not that they meant to be difficult but they seem poorly trained. It's as if someone was pulled off of the street and sat at a desk to answer phones, and in one instance, they didn't really understand where they worked.
The automated system that answers the calls provides information that do not parallel information that reps do.
Lastly, your phone system is entirely unreliable. In each call, signal cuts out, or changes in volume, and Primo reps admit it's on their end.
Understand that if you drastically increase the cost of delivery and just to receive invoices, your customers will cut back on your services.Primo Water North America
Date: 08/31/2022
Hello *****,
We are sorry to hear of the poor experience that you have had with our customer service. We appreciate your feedback, as we are always looking for ways to improve our company. Please send us an email to [email protected] so we can further assist you with your concerns.
Primo Water North AmericaBrett B
Date: 12/06/2022
Your customer service agents don't know Primo business policy, nor do they understand what they can modify with a customer's account. I was told three different things by three different representatives while trying to get assistance with my account. It's not that they meant to be difficult but they seem poorly trained. It's as if someone was pulled off of the street and sat at a desk to answer phones, and in one instance, they didn't really understand where they worked. The automated system that answers the calls provides information that do not parallel information that reps do. Lastly, your phone system is entirely unreliable. In each call, signal cuts out, or changes in volume, and Primo reps admit it's on their end. Understand that if you drastically increase the cost of delivery and just to receive invoices, your customers will cut back on your services.Review fromMark S.
Date: 08/26/2022
1 starCrystal Springs failed to deliver our water orders on several dates. We typically purchase six 5 gallon bottles of water.
We call the Crystal Springs office staff. They provide an excuse about the driver running late, or other reason, and advise delivery would be the following day. The delivery doesn’t arrive until next delivery date two weeks later. Recently, the second delivery make-up delivery was missed.
Crystal Springs will not cancel our account until they pick up their empty bottles. Each bottle has a $6 deposit. There are 7 bottles sitting in our driveway awaiting pick up. The bottles have been there over two weeks now.Review fromMark B
Date: 08/26/2022
1 starMark B
Date: 08/26/2022
After repeated telephone conversations early on in my association with Primo Water/Crystal Springs Water, I thought we had resolved a number of delivery/billing problems.
However, here we are, over 2 years on and they are still delivering DOUBLE the originally agreed amount of water, delivering on the wrong day, and of course overcharging me. Since these same mistakes keep being repeated, I have begun to feel some deliberate negligence is at work here.
I have given up talking to these people because their word, obviously, cannot be trusted.
I contacted their Customer Service executive online and laid out my complaints, informing him of my untenable situation and that I was reporting his company's mismanagement to the BBB.
I am waiting for a reply.Primo Water North America
Date: 08/31/2022
Hello ****,
Thank you for reaching out to us here and we apologize for the inconveniences you have experienced with billing and deliveries. We recently received your email and have replied back to you there offering further assistance. We look forward to your response.
Kind regards,
Primo Water North AmericaReview fromJay M
Date: 08/24/2022
1 starI signed up for Sparkletts delivery at Costco. Water was supposed to be delivered last week. I've called customer service 4 times, each time was told the driver was running late and would call with an approximate delivery time. Did not receive one call. I'm cancelling service today with delivery a week late. Their customer service is closed at this time, will probably receive delivery tomorrow morning before I wake up, but highly doubt that. Costco, if you are reading this you need to remove them from your store. I recently had similar issues with AT&T getting internet installed thru Costco. Starting to lose my love for Costco! Primo doesn't deserve one star!Review fromLaura N
Date: 08/14/2022
1 starLaura N
Date: 08/14/2022
This company never picked up their dispenser even though I gave them 7 days notice and even held it for weeks at a friend's apartment waiting for them, and now they're trying to charge me for it!Primo Water North America
Date: 08/15/2022
We are so sorry to hear this *****. We would be happy to further assist you with this matter. Please email us at [email protected] so we can get this resolved.
Thank you
Primo WaterLaura N
Date: 08/15/2022
I have sent your customer service 6 emails. Tell THEM to respond to me!Primo Water North America
Date: 08/17/2022
08/17/2022
Consumer: Laura Nelson
Reviewing ID#: 100348
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 have had regarding your account.
This complaint is not customary of our level of service and we are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention.
As per our email conversation your issue for contacting us has been resolved.
For anymore questions or concerns regarding your request please do not hesitate contact us back by email at [email protected] or by phone 844-237-7466. We will be more than happy to assist you.
Best Regards,
Primo Water North AmericaReview fromTanya T
Date: 08/12/2022
1 starTanya T
Date: 08/12/2022
This company is crap I have been waiting for a refund to my card on account after closing and returning all their equipment to them on July 8,2022.
I was originally told my refund would be received in 30 business days. I had to call them after 30 business days, a Customer Service Manager Courtney assured me it would be just 2 to 4 more days to receive the refund on my card.
On the 4th day no refund so I called them back now they are claiming I will receive my refund in 7 more business days. If I receive my money in the next week I would be totally shocked. During this call today I was also told a supervisor would call me back to verify that I will receive my money with in a week. I haven’t received that call back as of yet, it has been 5 hrs.
Like I said this company is crap and as far as I am concerned they are lying thieves.Primo Water North America
Date: 08/15/2022
Hi *****,
We are so sorry to hear about the delayed refund that you've been expecting. We would be happy to further assist you with this matter. We are currently speaking with you through social media and you are also welcome to reach out to us at [email protected].
Thank you
Primo WaterReview fromKathryn S
Date: 08/11/2022
1 starThey have missed the last 5 deliveries in a row. Every time I call they tell me they are escalating my issue and that they will set up my next delivery. Then they never show up or call, they just pretend like my appointment never existed. It has been over 15 days and we have not received one delivery. I cancelled my service as of today. This is such a scam.Review fromHunter W
Date: 08/11/2022
1 starThe water is fine but the service is absolutely horrible, and the bottles show up absolutely covered in warehouse dust. I have only been a customer for 6 months, yet almost every order has been late, including my last order that never showed up after a week and then mysteriously got rescheduled to the following month. There is no local representative to speak to, and customer service told me that orders will not be going out for at least two weeks, but that I could drive to the warehouse myself to pick up the water. As I attempted to cancel service, I was spoken over, gaslit and manipulated to attempt to keep my business. Now I have an appointment to pick up my empty bottles which I have very little faith in. The most poorly run business I have encountered, with despicable morals.Review fromDaniella M
Date: 08/06/2022
1 starThey charged me three times the amount that I agreed to paying without my permission. They regularly billed me more than I agreed to. After the original price was tripled was when I cancelled my card and threw away their machine instead of returning it just to say **** you for robbing me and refusing to give me a refund. They said they will still bill me for the machine and I can keep it because they won't remove my card on file. They're disgusting thieves. And no you can't charge my card however much you want to.Review fromMariah M
Date: 08/06/2022
1 starMariah M
Date: 08/06/2022
I bought 2 empty jugs before the Dispenser that I cant return. (Refund policy is hidden on checkout page) I get emails with a discount code good for ANY Dispenser, yet when I try to use them it says " discount code isn’t valid for the items in your cart". Girl in customer service was very condescending, with attitude & Not listening to my issues. Im glad I havent been able to buy it. Reviews arent good. I think I dodged a bullet. I see a big lawsuit coming about the False discount emails. I will be notifying FTC. Coupon fraud is almost always a violation of federal, state or local laws and those who participate in it face the possibility of criminal punishmentPrimo Water North America
Date: 08/08/2022
We are so sorry to hear of your poor experience with our company. We would be more than happy to resolve your concerns. Please send us an email at [email protected] for further assistance.
Kind regards,
Primo Water North America
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