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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 469 Customer Reviews

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    Review Details

    • Patrick P

      Date: 06/13/2025

      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

    • donald n

      Date: 06/12/2025

      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.

    • Brigette W

      Date: 06/12/2025

      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!

    • Omar G

      Date: 06/12/2025

      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.

    • Seth D

      Date: 06/12/2025

      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.

    • Jessica G

      Date: 06/12/2025

      Our company has been using this company for an office water cooler. We went without water delivery March, April, and May but were still charged for water exchanges and delivery fees. I called to complain on 5/19 and was told our account was being transferred (no previous warning) and they couldn't help or start a ticket. This was after being on hold for about an hour, so I requested to speak with a manager to request a call back and sat on hold another 20 minutes to be disconnected. I called back 5/20 and sat on hold for over an hour before the phone was answered. I was informed an adjustment request to refund the erroneous charges would be processed within a week and a no charge pick up would be scheduled to collect our 15 empty bottles of water. I called back 6/5 to be informed the adjustment request was never entered. I was sent to a supervisor who gave me a confirmation number and assured me that it had been processed by her. That supervisor then scheduled a unit pick up for 6/10 and promised to call me on 6/11 to complete the closing of our account after all this trouble. I sit here now on hold (57 minutes and still no answer) because we just received our monthly statement with NO refund of the billed services that were NEVER completed in March April and May, the free delivery fee that WAS indeed charged to our account, and for water delivery that was not supposed to happen as I had requested for the account to be closed!

    • Marianna B

      Date: 06/11/2025

      I have called this company for the past 2 weeks to confirm that water would be delivered. I was promised that the delivery happen one day, and at the end of the day with no notification, pushed it out to the next day, I called and I was told that the issue was escalated, and that I would absolutely get the water that day because we are a medical practice and they had marked the delivery as urgent in order to get water for our staff and patients. I waited for the delivery, and again at the last minute it was cancelled without any notification as to why. I have spent 4 hours on the phone with these people just trying to fight to get a bottle of water delivered to an office. The level of service and customer care is negligent, and completely unacceptable. They kept making a promise that the water would get there "the next day" even though they had broken that promise multiple times. Again, it's a basic service that I shouldn't have to think about- especially on top of providing patient care. They kept citing that it was issues with the local branch that they had just acquired, but this was something that we had been experiencing for months. They would say that something was delivered when it wasn't, and they would force our staff to beg them to deliver the quantity we ordered, they would also regularly just miss deliveries without even claiming that they delivered it. Its literally just a water delivery.

    • David M

      Date: 06/11/2025

      Horrible customer service, I have been rescheduled 8 times, tried multiple times to resolve issue with absolutely no help

    • Tosha B

      Date: 06/11/2025

      Worst delivery service I've ever had. Customer service call center has the worst wait time...30 mins minimum wait time before even getting to a representative. If you are in a rural area, delivery gets rescheduled repetitively. Representatives vary...some are nice some are just passive and creative with their lies! It's terrible to have to resort to using this company due to no other options for a resident of a rural town on well water.

    • Sarah d

      Date: 06/11/2025

      No stars/ just actual *** is happening - dropped service from previous owner, no communication, not able to call customer service, not able to email, not able to cancel old service/ tried to just create a new account- which I did- but delivery never came-

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