This is only my first delivery and 3 red flags have already popped out: 1. Got the rental dispenser but it didn't pump water - the sensor next to the door is not working. Called customer service and got promised a replacement on the next delivery. We'll see. 2. Got the first bill of $67 with no promo applied to it. When I signed up online it showed a $50 promo and my first bill should be $17. That's why I signed up online instead of Costco in order to get the promo. Called customer service on same day and got promised a $50 credit should show on the next bill. Wait until the next bill I won't be surprised if they forget again. 3. Got a surcharge of $2 on my bill for credit card. No way online can you change or cancel the autopay. Called customer service the 3rd time and they told me you're forced to pay this surcharge basically as you cannot use a checking account to do autopay. And once you set up the autopay you cannot cancel it. You have to pay the surcharge unless you use a debit, which I don't have. Water itself tasted fine, but I feel like as an established company, it's ridiculous to have so many problems with just the first delivery - hardware not working, got the wrong bill, and offer no autopay options for checking accounts. I called 3 times on the first delivery date, and it's very disappointing. read more

Horrible Service - Drivers Ignore Instructions, No Accountability I've been a customer for years, but the service has gone completely downhill. Water used to be delivered right to my front door -- now, for the past few months, drivers have been dumping it out on the street at the base of a shared driveway. This not only causes confusion (since multiple homes use that driveway) but is also a complete contradiction to what the company advertises: home delivery. Last month, I called and was assured delivery instructions would be added to my account. Today, I caught the driver in the act -- and he admitted there were no such instructions. I played him a voicemail from one of their supervisors who had promised the issue was being fixed. The driver basically shrugged it off and refused to bring the water to the front of the house. He told me he had a dolly but wasn't willing to use it. Instead, he offered to put the bottles in the trunk of my car and told me to ask someone to unload it for me! Absolutely unacceptable. He refused to provide a full name or contact info for a supervisor. At that point, I told him to take the water back which he did as I'm not accepting deliveries left out on the street. They still had the nerve to charge me for a delivery that was not done! Their customer service is completely disconnected from their field operations. They advertise "delivery to your home," but that's clearly not what they're delivering anymore. If you're considering this company, beware: you might end up dragging 40-pound bottles off the sidewalk yourself. I've emailed and called multiple times -- nothing changes. They don't care about customer experience anymore. AVOID THEM! read more

Title: Frustrating Experience with Primo Brands After Recent Merger Over the past two months, my experience with Primo Brands has gone from bad to worse, largely due to their recent merger with ReadyRefresh. Initially, there was a month-long delay in my water deliveries, which I patiently accepted after being informed about the merger. However, the real issues began when deliveries resumed. I was promised a courtesy delivery of three free gallons to make up for the delay, but instead, I ended up receiving multiple deliveries back-to-back, leaving me with an overwhelming amount of water that I couldn't store in my small apartment. Contacting Primo Water's customer service was another frustrating ordeal. Every time I called, I was transferred from one agent to another, having to repeat my story multiple times. By the time I reached the third agent, I was exhausted--and this happened more than once. Despite all my efforts, I ultimately decided to cancel my subscription because the experience was simply too frustrating. I know that a representative may respond to this review with an apology and a request to "please call us or send us a message with your phone number," but honestly, that doesn't change the experience I've had. P.S. As I was about to submit this review, I noticed that many other customers have reported the exact same problems: poor communication, excessive deliveries, incorrect charges, and difficulty getting through to a real person. What's even more surprising is that the manager's response to almost every review is identical--an apology and a vague request to contact them with your phone number. But they never say where to send it or whom to contact. If you're truly offering help, please be specific: What number should we call? What department or person should we message? Without that clarity, your responses feel like empty gestures. read more

Update: Finally they picked up my bottles after I complained here...but they also delivered five bottles more even though my account is closed. What the heck? Is this ever gonna end?? They rescheduled my final pick up three times and they still have not picked up the empty bottles and return the credits after a month of my request to close my account! Unbelievable. Now I'm on hold on the phone for an hour as they transfer me among three different departments! It's not a f*cking difficult thing to do to pick up the bottles!!! read more

Hello again. It is October and I have been charged 43.56 for September and 43.56 for October. I do not have an account with Primo anymore. I don't have any water. I don't have a dispenser/cooler and they are still taking money out of my CANCELED account!! I'm literally being robbed! Does anyone have any advice for me to really get back at these thieves, that truly do not and will not right a wrong?????? Horrible Company! read more

3/18/25 update: They generally managed to resolve the missed delivery issues, which they said was due to a shortage in Mountain Valley Spring water. My recent issues it that they missed a delivery two weeks ago and still charged me for it. I've called them 4 times now and they keep claiming they'll refund it, and it's still not refunded. I now have to contact my credit card company to report this company for fraud for refusing to refund me for a delivery that never happened. This is a horrible company to deal with and it's unfortunate they are the only delivery partner for Mountain Valley Spring Water in the area. read more

Update: Still to this day even after given my number no one has reach out. If anyone is considering services DO NOT DO IT! The call center promised so many time that someone will pickup the dispenser and the bottles, No one showed up and they sent my account to collections for the bottles and the dispenser THAT THEY DIDN'T PICK UP! read more

If I could give this company 0 stars I absolutely would. I would never ever ever recommend anyone use Alhambra for any water needs as their customer service is awful and their Milpitas District Office is dysfunctional beyond belief. My company has been a customer of Alhambra in the past and had previously positive experiences. However, our office building was undergoing renovations so we planned to cancel the account and restart once we had office space again. I scheduled a pick up for water bottles and our rental water dispenser in June of this year. Fast forward 6 MONTHS and I still have the items because no one has shown up for the 8 attempted deliveries or communicated anything beyond the poor customer service reps telling me they have "escalated" the situation to the district manager which does nothing. I have never worked with someone r received communication that actually helped me in this matter and I have NEVER been contacted by the company. All 20+ calls I have had to make on my own for an issue they created. I have missed days of work to be present when delivery people were slated to arrive and have even eaten the cost of the bottle deposits that should have also been picked up ($70+). I am stuck in a perpetual loop of having to wait on hold to be told the same thing without being transferred or actually helped beyond being told I will be charged $250+ if I get rid of the water cooler myself. Any self respecting person who values their time should not become a customer because you will be gaslit into oblivion without any kind of actual assistance. Take your business somewhere else. read more

What happened to this company? I lost my wonderful delivery driver (Eric). After recent mergers, there are new ruled for having water delivered. If I order 2 bottles at 7.49 each, that puts me .02 cents short of a minimum order so I have a fee. My delivery schedule changed without notice. The new driver did not know what "replenish" service is. And it appears I can not have replenish service any longer. Another new delivery driver. I no longer receive text reminders of deliveries. My billing is different. Although I signed up for Auto Pay, on my 2nd bill they did not ACH the payment so I got a late fee. They removed it after I called and waited on hold for a while. I am looking for another water company, however what ever this company (Primo or Ready Refresh) have a monopoly on this area. read more

I wish I could take stars back and report 10 negative stars about this company. I have never worked with a more ridiculously unprofessional business in my life. I have 9 different business accounts for locations we have. Since the mergers have occurred over the last 2 years, the customer services sucks over the phone and their portal is even worse than that. I just spoke to someone in training where I could hear the trainer in the background talking. The person actually on the phone was RUDE, snappy and talked over me when I tried to ask questions. Got upset when I apologized that his day was not going so well for him. We made a very large payment, that they cannot find in their system although the check was cashed yet they stopped water services. I have supplied them with all of the details and still I am unable to get services. I will be looking for a better business relationship moving forward. We have a large number of people who rely on this service in the 110 degree heat. Sad small companies are purchase by larger companies who turn around and employ this type of representation. I will say the staff that moved over and have "boots on the ground" are really good and policy does not represent them. I actually feel bad for them. I guess if they have a large number of customers who go elsewhere maybe they will consider action. read more

Zero delivery in over a month. These guys just don't have their act together. Customer service is polite but zero delivery week after week. Costco sign up. They can't seem to keep delivering consistently. What a friggin mess in Milpitas. Need new management at this Alhambra distribution. They are completely failing on all fronts. read more

Inconsistent service, poor customer service, can't even get a hold of customer service. We are a current customer. We have not had our water delivered in over a month. They keep changing the days of service and then don't show up. One of the worst water delivery companies Around. read more

In the beginning of May, I tried to log in to my online account to see and pay my bill, but their website was under maintenance and unavailable due to they're changing to be a different company now (from Alhambra to Primo Brand Water). So, next day I called them, but they couldn't recognize my phone number associate to the account, then I was transferred to the 3rd person, but no one response and put me on hold for 56 minutes. So, I hung up because I couldn't wait and keep holding forever. Since, they still haven't called back. Now, I got a letter from them my bill was past due, and I got late fee charged twice two days apart for $10 and $20 on the days I couldn't access into my online account or talk to someone over the phone to pay my bill! Today, after I got the late fee notice letter, I could log in to my online account for bill pay, and it says now I have to pay them late fees! This is very unreasonable and unfair! I tried to call Primo Brand Water customer service, the automate voice message said the wait time would be more than 30 minutes! And there is no options for calling back. I have no time to wait on hold for more than 30 minutes, while I'm trying to pay my bill and need to talk to someone to address the late fee issue at the first place! The previous Alhambra customer service never had problem and put customers on hold so long like this. I chatted with Primo Brand Water online, but it's bot and not a real human. Today I called all the numbers of their customer services, but the wait time would be more than 30 minutes. So, I sent them email message. It said they would response within 2 days. I'll wait to see if I can get response. I need this issue to be addressed! This is unreasonable!!! read more

Alhambra is now PRIMO WATER. It has started out on the wrong foot. First they state that they would deliver Friday the 9th of May and just now at 6:18 I get an email that they have rescheduled. We depend on our water delivery for many reasons but one main is we have a baby on formula who needs filtered water. So sorry, to give Alhambra the star but they too lacked on delivery. And once PRIMO gets their name up, I will be posting a not so friendly note on their page too! read more

Ugh, if I could give zero stars I would. Alhambra Water changed their name to Primo Water, but the same is true for either name. Deliveries are missed at least half the time, forcing me to call to get them rescheduled. Sometimes the rescheduled deliveries are also missed, or they can't reschedule for several weeks. I always have to order twice what I need to carry us through the missed deliveries, so I always have way too many big 5 gallon bottles taking up space. The company is very poorly run. I've asked different drivers why so many deliveries are missed, and they always say there aren't enough trucks, so the company has over extended themselves with more customers than they can actually service. Time for me to help them out by reducing their customer list by one. :( read more

December 19, I cancelled my service and have been lied to repeatedly about the cooler and empty bottle pick up since then and it's now 2/22. The call center and the one supervisor i have dealt with are worthless and after missing 6 dates to pick up the cooler, I will be sending and invoice to alhambra for 2 months storage and gas when I finally receive a drop off address to do your job, since your call center apparently doesn't even know that information either. Do not deal with Primo Water/Alhambra it's a nightmare. read more

Since merging, they are horrible - deliver WHEN they want, WHERE they want to leave the bottles and NO communication. Calling Customer Service is a joke! read more

Primo is the worst!!! Use to have Alhambra water then primo took over nothing but horrible experience. Customer service is terrible. Would never recommend this company to anyone they do not care about customers!! read more

Because July 4th was on a Friday, the app said they would deliver my water on the 3rd. Then on the 3rd the app was updated to say delivery would be on Monday and then on Monday it changed to Tuesday and on and on. Friday it changed to Saturday and today (Saturday) now the app is saying I wouldn't get a delivery until the 18th which is next Friday. So now it's been delayed for two weeks. I tried to call customer service and their voice menus said they didn't recognize my phone number as being associated with an account. So I pressed the option to enter my account number and I didn't even finish entering it in when they put me in the queue. I waited more than 20 minutes and no one answered. Deplorable customer service. My service was so much better before Alhambra sold to primo brands. read more

They are impossible to get in touch with orders are always wrong I have two machines and a bunch of bottles at my house can't get them picked up or any response waited on the phone over an hour two different times never had anyone answer. read more

Bottled water not delivered. Cancelled subscription. Took two months to pick up dispenser and uses bottles with multiple frustrating calls and charged fees for time they did not pick up their equipment. My daughter has experienced the same problems with this company since their merger to Primo. read more

I have been with Alhambra for 15 years. Never an issue. Great service. Since the merger it is horrific. Water delivery was 3 weeks late. I called 3 times inquiring and was on hold a minimum of 30 min each time. Each time they gave me a new date that never happened. All water delivery goes through them now. No other option I can find. read more

Been with Alhambra for years. My delivery was always on Fridays. Then there was a change in management?...delivery changed to Tuesday several months ago. I get delivery every two weeks. Problems started slowly...missed a week. They delivered next week. Now they missed Tuesday delivery again. App said change to Wednesday, then Thursday. When didn't arrive Thursday, I called. The gentleman said the delivery would definitely be Friday...said product in stock. No delivery yet today Friday afternoon. Checked app, now says Saturday. As I explained on phone I was on last bottle....now that bottle is empty. I am on phone again on hold. The say 15 minute wait but if like yesterday it will be over an hour. The company has gone downhill. I was going to cancel and order Arrowhead, but see it is under same company umbrella. So I will look for other source if they don't make things better soon. read more

They've been having supply issues and I've gotten two deliveries in a row that taste like chlorinated tap water. Have used this water for years, it's never happened before. REALLY shady if they're not using advertised source. read more

Absolutely worst experience fraught with miscommunication on delivery day and times. Unable to deliver water according to delivery instructions despite trying to resolve with customer service 3 times. Upon canceling my account I didn't even want to bother coordinating my empty bottles. The associate informed me I will get another charge for the bottles in addition to losing my bottle deposits. So now I have 2 glass bottles that cost $60 each. Run away! Zero stars read more

if I could give this company a negative rating I would. Where to begin? Don't begin with them. we cancelled our service and they showed a delivery coming up. I attempted to cancel it the day before but was told it was not within the 48 hour window. I said that we weren't supposed to be getting any more deliveries. I had requested no more delivers a month or two prior. We used to get Mt Shasta Spring water and were completely happy with them. The delivery fee was in the cost of the bottles of water. There were no added charges like this company does randomly and justifies it even tho it's unjustifiable. First, they began charging us a $4.99 delivery fee after raising the per bottle price by over $1 per bottle. Then randomly they bumped up the delivery fee to $13.99. The water tasted different even though we were told it was spring water, which Mt Shasta had been. I spoke with customer service finally after several attempts to get through as their phone system sometimes will ring and sometimes won't. After selecting an option I was told it would be at least a 30 minute wait. I called back and they almost force choosing delivery as your reason for calling. When I said 'no' they continued with delivery as an option. I managed to press different numbers and finally thought I was getting through to a person. I was able to provide my number for a call back which they did within about 5-10 minutes. I spoke with the agent and said we do not want any water, we are returning three bottles, left a note on the bottle to not leave any new water, and told the agent we should not be charged a delivery fee, to which he said we would be since we didn't cancel within 48 hours. I said that this delivery was without our consent as we had put all deliveries on hold until further notice since we were planning on cancelling due to their outrageous charges and to remove my credit card from their account, which was on autopay. I am unable to change or remove my card myself or turn off autopay, which seems completely illegal to not allow me to do so. He said he would remove my card but there still might be a delivery charge on there and to call and they will refund the charge if that happens. Today, there was a $60 charge on my account which was reversed, but come on! I went online to remove my credit card and was unable to do so and it shows autopay is turned on. They never deleted my card as I requested and they promised to do so. I called their number which was difficult for me to find, and after finally getting to something other than delivery options, which tells you to go online to manage your delivery options, I thought I was getting an agent and it rang then a recorded voice said they were closed and to call back during business hours Monday to Friday from 8-6 or something like that. It is Friday at 10 AM when I called. This company sucks and I don't like to leave bad reviews or use that language, but they suck! I have felt emotionally violated by this experience and will never go back to this company. No wonder they keep changing their name. Do better Alhambra/primo whatever your name is and you won't have to change your name. Answer your phones, stop adding random fees which you randomly increase or restricting people from managing their own credit cards or being able to delete from your website. Stop making customers feel as tho they have no rights to their payment cards on your website. Quit making a 48 hour deadline to change or skip delivery options. A 24 hour notice should be sufficient or even 12 hour. Don't run a business if you are unwilling to treat the customers right. We decided to get a couple of three gallon bottles from Walmart and go to our local health food store where we get free reverse osmosis water if we purchase a minimum of $1 from the store. You are serving customers not your pocketbook. If you want customers in order to stay in business, then treat us better. We got water service after a family member had open heart surgery. We were quite happy with Mt Shasta Water for years and even stayed with you for over a year I think or at least several months, not realizing we were paying more for our bottles and the added delivery fee. We had trusted what we had and hadn't realized the change. But when we did see we were ripped off by this company, we cancelled and it has still been a pain. We feel totally taken advantage of and powerless when calling and asking for help. We feel as though you want to take advantage of your customers and make them feel as though they have little to no rights to their own payment management. This still feels totally illegal to not allow me to remove my credit card by myself online and you still have it on there even though we were promised it would be removed. This is a violation! read more

I loved Alhambra Water. Worked there for 10 years. I've drank it since the 80's. With that being said, the new company is terrible. I haven't had a delivery for six weeks. They promised it. Then it gets postponed. It's been over 6 weeks. I've had it. read more

Spent two hours on the phone on hold and eventually spoke with a rep to skip a delivery. Rep promised us multiple times they have recorded the skip and water will not be delivered that day. Guess what? they delivered it. What's wrong with this company?!?!? read more

Stay away if you can. It is probably easier to dig a well and pump your own water than getting them deliver anything. They keep pushing the delivery date last minute, I'm stuck with 8 jags. Went back to plastic bottles from Costco. If anyone knows a service in the peninsula that isn't affiliated with Promo Brands - please post! read more

If I could give less than one star I would. One of these trucks (and they're Big) sped through our neighborhood, with brakes screeching they turned in front of our house, sped to the next intersection, again. I called to speak with supervisor was put on hold for more than half an hour. I called again they hung up on me. I called Again and was put on hold for 20 minutes. From other reviews it sounds like their customer service uses the hold button and walks away. I've called the police and placed a report on this. Ill do it again every time it happens. You're insane (and irresponsible) if you pay them for service. read more

We have not received a delivery in over 6 weeks. They are still charging for the dispensers. The customer service seems to want to help as I have called 3 times. They still cant seem to deliver the water. Now on the phone they want to postpone another day? This is a company that must be financial loss for a larger corporation. read more

Stay away! They are scammers and they will scam you with bottle deposits. I didn't receive any service in the last 3 months, all my scheduled deliveries got cancelled. They didn't pick up the empty bottles (I have 13 of them) and return my deposit. Contacting their customer service is futile, they will do nothing. By the way, don't get fooled by response from company on Yelp, where they say "contact us by email". No one will read those emails. read more

These fks keep sending me bills for $1 due, then they send me bills for $0 dollars due--yet I terminated my service just short of a year ago!! And I've called them now 3 times to stop (basically) harassing me. Fk you, Alhambra! --Super annoying and bothersome !! read more

I've been a customer of Alhambra Water for about five years. Up until recently, I've been relatively happy with their services. Their drivers were friendly, and water deliveries and empty bottle pick up were mostly reliable. However, these past couple of months, my experience with Alhambra Water's services has been nothing short of a disaster. Despite the excellent water quality from their vendor, Mountain Valley, their inability to fulfill a simple pick-up arrangement and questionable online payment gateway has disappointed me. On three separate occasions, I called them to schedule pick-ups for my empty water bottles. Each time, I was assured their driver would arrive on the designated date to collect the bottles. Unfortunately, these promises turned out to be nothing more than empty words. Time and again, I waited for the driver to show up, but the driver never appeared on any of the scheduled days. It felt like a cruel joke. Whenever I called Alhambra Water's customer service department, I encountered representatives who seemed indifferent to my concerns. I was treated with the same rehearsed apologies and empty promises. Despite their repeated assurances, the bottles remained untouched and continued to occupy space in my garage. Their website, although somewhat helpful, is also flawed as it says I have 23 empty bottles (I have eight empty 5-gallon glass bottles at the moment). When I left a message on their website, I never received a reply. Then they suspended my account for no payment when I enabled auto-pay with an activated credit card on file. So not only did they not pick up my empty bottles (again), but they also didn't deliver water on my delivery date. Their lack of communication and disregard for transparency are unforgivable. As a loyal customer, I expected better treatment, but instead, I received nothing but disappointment. I chose Alhambra Water for its water quality and delivery service, but its recent performance has let me down. Given this disappointing experience, I can no longer recommend Alhambra Water to anyone seeking a reliable and customer-focused water delivery service. The failure to uphold basic promises and follow through on their commitments indicates a company that lacks integrity and respect for its customers. Avoid Alhambra Water if you value your time and expect a reliable water delivery service. Update: After calling Customer Support three more times, Alhambra finally picked up the empty bottles and delivered more water on the expedited delivery date. When I don't have to deal with problems, Alhambra isn't all that bad. If problems arise, then good luck. read more

Since Primo took over Ready Refresh, it has been a nightmare. First, they got rid of Calistoga Water (which may have been something more about that brand than Primo, but no communication). They replaced it with Alhambra which is actually good. But then, the last 2 deliveries, they delivered 5 bottles of Arrowhead which is HORRIBLE. They won't take back full bottles so I have 10 bottles of Arrowhead which I won't drink. I called twice: first time when the first 5 bottles of Arrowhead arrived, the CS rep was nice, but all she could offer me was a $10 rebate and free delivery. She placed the order for Alhambra herself, and I was delivered an additional 5 bottles of Arrowhead! UGH! Called again. Again, CS rep was very nice, waiting outside during the delivery window to ensure they delivered Alhambra (again, arranged by the CS rep) and they cancelled that order! Now I have 10 bottles of Arrowhead, no confidence that Alhambra will ever be delivered, and am going to cancel my service unless someone can fix this once and for all. Fix your issues now, PLEASE! read more

Run away from these guys!!! I signed up for a water delivery service with Alhambra water at a nearby costco warehouse (April 2023) and the service has turned from good to bad to worse. They keep missing deliveries without any proper reason and I am out of water bottles for more than months together now at my Santa Clara, CA residence. I tried calling customer service who are equally helpless as the delivery driver intentionally kept skipping my delivery. Days, weeks and months passed by with no answer and back to being worse. I canceled the service after baby sitting the delivery driver "Brad" to do his job. read more

I'm really trying to be patient because I manage deliveries for a company and know the things that can and do happen. ive been a customer for 4 months and love the water. The billing is very questionable and complex that it's difficult to know what to even ask--or where to start. Cust service agents are live and polite, but really don't know anything. The company does not invest the time to empower them--consequently, rather useless. And now, suddenly, it's been 3 weeks since I've had a delivery and the app is telling me they are enroute. After reading all these reviews I realize I have a real problem. so--off to look for another solution. read more

Is this route even running at the moment? Going on almost 3 weeks now without my 1st delivery. 3 calls to the customer service line and I was told there were driver issues, delivery delays, non-running routes, and I promised a call back from the branch manager twice...then complete silence. Eventually my items (dispenser and water) all fell off my order invoice and I just had empty bi-weekly deliveries. I called to cancel service and was offered a free dispenser and 3 bottles of water, but what's the point if i'll never even get anything? I feel silly even leaving a review about something as simple as water, but its the principle at this point. Hire more drivers, or pay your existing ones more money. Its wild at this point that this company is presumably signing on more and more customers through Costco. Service finally canceled today. read more

The customer service is absolutely terrible. First, you spend at least 30 minutes on hold just to reach a representative in the Philippines, who is completely unable to resolve any issues. I've spent hours trying to cancel their service, but it's been unsuccessful. This is by far the worst experience I've ever had. read more

See previous posting. Well, it's been almost a year since I did a $90.00 job for this company and still have not been paid. Numerous emails have gone unanswered. I guess it's time to write it off. read more