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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  DS Services of America, Inc.

  430 Commerce St Williston, VT 05495

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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

Review Details

• Review fromJoey J

  Date: 06/16/2025

  1 star
  Absolutely awful customer service. Primo Brands Water abruptly stopped delivering without any notice. When I followed up, they claimed it was due to an expired credit card—but no one contacted me to let me know there was an issue. After updating both the delivery schedule and my payment info with a customer service rep, I was told water would arrive last week. It didn’t. Now, the next delivery is pushed to next week. Meanwhile, my tenants are upset because they’re not getting the water they’re paying for. To make matters worse, every time I call, I’m placed on hold for over two hours. Completely unacceptable service. Primo needs to drastically improve their communication and responsiveness.
  
  
  
  
  

• Review fromJeremy L

  Date: 06/15/2025

  1 star
  Ever since primo took over mountain mist water, it's been a mess, my bill every month seems to be double what it use to be, even though they said they aren't changing the price, and we'll inform us when they do. it well show me a $31.00 bill, then I'm billed over $70. 00 for some reason, not showing why. also sends different water then we're supposed to get, but charge's the same price for cheaper water.

• Review fromJohn B

  Date: 06/14/2025

  1 star
  I am profoundly disappointed in the service and unfair practices I have experienced with Primo Water, also known as ******** *******. I have been a customer for over a year, and during that time, my charges skyrocketed from $40 a month to $287 a month without any change in service or delivery and it did not stop there. After paying a $287 bill, I was surprised by an additional $150 charge just two days later. To make matters even more frustrating, I purchased the hot cocoa straws only once, yet I have been charged for them repeatedly for 7 months. The company's phone lines are nearly impossible to reach, promises to resolve these issues were made and then disregarded, and my account has been repeatedly overcharged without consent or explanation. My legal team has investigated this thoroughly and confirmed a key violation of Louisianas business code: Primo Water (******** *******) does not have a registered agent within the state. To operate a business in Louisiana, companies must be registered and have an active agent to handle service of process and other legal matters. The fact that this company is not properly registered underscores its unwillingness to be held accountable and highlights a pattern of questionable and unfair practices. My attorneys have successfully identified their corporate offices and the individuals responsible for these actions. We are now prepared to pursue legal action to resolve this matter once and for all. We have tried for over a year to resolve these issues directly, but the company has failed to do the right thing and return the amounts it unfairly charged. I want people to be fully aware: this is not a responsible, trustworthy company. They will continue to take your money and avoid addressing their unfair practices. If you are considering Primo Water (******** *******), I strongly advise you to avoid them and instead consider a more reputable service, such as ***** ******** *****.
  

• Review fromKimberly R

  Date: 06/13/2025

  1 star
  We are now on our 8th reset for delivery. We were scheduled for delivery on the 9th and today we are still being rescheduled. This is the worst customer service we have ever received. I have waited on hold.... currently on hold as I type this..... for 3 hours and I have been given credit after credit for future deliveries but cant even get this delivery. They apparently bought out Ready Refresh and before I could get an agent on the chat and now there is no one there.

• Review fromRoseanna M

  Date: 06/13/2025

  1 star
  They are terrible started with them and they sent wrong dispenser out. Was on hold 30 minutes 3 times. Someone was supposed to come they made appointment for 1 month latter to bring right dispenser. They never came twice so I am canceling.

• Review fromPatrick P

  Date: 06/13/2025

  1 star
  primo canceled my water now i'm not getting any water until July 3 and i was suppose to get water yesterday June 12. they canceled it and i get punish . they are a joke

• Review fromdonald n

  Date: 06/12/2025

  1 star
  WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED: Primo Water has the worst customer service I've ever experienced. I've had problems in the past, once closed my account but decided to give them a second chance about a year ago. They've failed to deliver on multiple occasions, delivered products I didn't order and charged me for them. The final straw came their recent merger. They changed my delivery date 5 times (without notifying me). Their website is dysfunctional, phone system even worse. I've called 3 times, each time waited over 30 minutes and yesterday I waited 45 minutes. When I called last Friday, the customer service person assured me my water delivery would happen on Monday (at this point they're 3 weeks late). Of course they didn't deliver on Monday. I waited until Wednesday to call and cancel my order. Waited 45 minutes to speak to a rep, asked them to close my account, pick up my empty bottles and send me a check. I don't want a credit. I was told I'd have to contact another department regarding my refund. The rep told me my bottles will be picked up on Friday although I'm certain they won't. Avoid this company like the plague. I wouldn't use them again if they were the only source of water on earth.
  

• Review fromBrigette W

  Date: 06/12/2025

  1 star
  STAY AWAY PRIMO WATER BRANDS! If negative stars were optional for ratings I'd give this company 1000 NEGATIVE stars! I was a Sparkletts/ReadyRefresh customer for almost 5 years. Merging with Primo Water was THE WORST MISTAKE EVER. Since the merger, I've only received ONE DELIVERY as scheduled. Right before I submitted this review, I received a text message from Primo stating that they were rescheduling my water delivery for the THIRD TIME! Calling customer service is pointless, unless you have 2 hours to kill because that's how long you'll be on hold. And once you actually reach a rep. they are ill equipped to help you and completely INCOMPETENT. Even their online chat service is USELESS. You never chat with an actual person, and the chat bot just takes you in circles. I've sent 2 emails to their corporate office and haven't received a response from anyone. The blatant LACK OF CUSTOMER SERVICE is mind boggling! They won't get another dime of my money!

• Review fromOmar G

  Date: 06/12/2025

  1 star
  Primo Water has been, without question, the most frustrating company I’ve ever dealt with in terms of customer service. Orders go undelivered, refunds are refused, and there’s virtually no recourse aside from filing complaints with the BBB. Their customer service team will say anything to get you off the phone, with no follow-through or accountability. The company’s leadership is completely disconnected from the customer experience, and the ongoing merger is no justification for such widespread disorganization and failure. It’s not just bad service - it’s outright incompetence.

• Review fromSeth D

  Date: 06/12/2025

  1 star
  This company is a scam, overcharge you every month beyond what the price was set at. Literally have been calling everyday for 2 months and have not been able to get ahold of a single person to cancel the service. Disputing all charges and canceling my card.