Did a review about 2 months ago. Told them to close the account. 2 weeks ago I get a delivery and then they send me a bill. Mind you the representative stated I see you called to cancel on 11/24/25. And here we go again with them trying to get me to continue. I lost it after begging the representative and telling her I don't want to have to curse you out. The problem is they're reading from a script and they aren't listening. Well she got it & then I hung up. Let's see if I continue to receive water. read more

I have been a loyal customer for over 5 years, back when the service was still ReadyRefresh, and unfortunately my experience after the transition to Primo Brands has been extremely disappointing. The delivery service has become very unreliable. I have had deliveries rescheduled up to seven times for a single order, which is honestly unacceptable. A system should not even allow that many reschedules without escalation or proper customer support involvement. This has happened multiple times, not just once. On top of that, my deliveries were confused with a completely different address and even a different borough in New York on two separate occasions. It has been incredibly frustrating trying to manage something that used to be simple and dependable. After over five years as a customer, I am now canceling my subscription because the service quality has declined so much since the transition from ReadyRefresh to Primo. I truly hope the company improves its logistics and customer service because long-time customers should not have to deal with this level of inconsistency. read more

Would give a zero if I could! A customer for over12 years and I'm supposed to get a free machine with a subscription. The machine broke and now I'm being charged a $7 rental fee per month to cover their high level of service an equipment. Besides this I've had charges for deliveries not received and customer service will simply hang up on you. We are looking into the reverse Osmosis water system to get rid of these Crooks. With the amount of money we paid them, we could have had it already. read more

The worst service ever! run away! Basically a scam! They keep charging you after you say you don't want anymore, it's like a nightmare like you see in the other reviews. read more

Do not do it! They changed delivery dates, skipped deliveries entirely, changed pricing, was unresponsive to requests and inquiries, the website and app never work right, and contact information is missing or inaccurate. Worst experience ever. read more

I've been a loyal customer since 2014, maintaining two active accounts with regular deliveries of 4-6 five-gallon bottles each month. After more than 10 years of renting a water dispenser and consistently paying for both the rental and water deliveries, I was disappointed to be charged a $50 fee when closing one of my accounts. It's unfortunate that after a decade of steady business and loyalty, there was no consideration given. When I contacted customer service for help closing one account and questioning the fee the representative became dismissive with standoffish attitude . When I mentioned that I felt there was no appreciation for over 10 years of loyalty, she simply responded that she would be happy to help me cancel, which I did. As a result, I have closed both accounts and will not be returning. read more

stay away from primo brand they will rip you up These people will charge you every 2 weeks a lots money and no service when you call them they will not give you any information if you dont pay them ...they will report you to credit fucking agency..they are scammers stay away read more

These guys are super unprofessional. Deliveries may or may not show up, and if they do, don't expect them to deliver to the door and pick up the empty bottles. Expect your deliveries to be left in the street for anyone to pick up. read more

Absolutely the worst customer service I've ever dealt with! They send you products that you didn't order and expect you to pay for them! I've called each month for the past 3 months to take care of issues and they never take care of the issues! I will be calling for the last time to cancel my account that I've had for 25 years because primo brands just took over and are a huge mess! read more

DO NOT EVER START A BUSINESS WITH THIS COMPANY. This is hands down the worst company we have ever dealt with. For three months, we begged Primo to pick up empty water gallons. We called every single day, sometimes hundreds of times, and were ignored. Instead of solving the issue, we ended up with 30 empty gallons taking up space we do not have -- right while preparing for major events. Yes, they apologize -- with words only. When it comes to actions, they completely disappear. Every time, the answer becomes: "We can't do it", and they simply leave you in serious trouble. They constantly: Change delivery and pickup times Give false promises and excuses Provide representatives with zero knowledge and zero authority Lie, transfer calls endlessly, or hang up Avoid responsibility at all costs There was no compensation, no resolution, and no accountability -- just empty apologies and wasted time. If you are thinking about doing business with Primo, don't. They will smile, apologize, and promise everything -- then abandon you when it matters most. This company is unreliable, unprofessional, and should be avoided at all costs. read more

One of the Worst Service Experiences I've Ever Had I rarely leave reviews, but feel compelled to in this case. I've been waiting over a month for water jug delivery and have spoken with seven different representatives over the last 10 days -- all of whom promised delivery "the next day." Not once has it arrived. I've wasted hours on the phone with staff who had no real information and no ability to follow through. Four separate reps assured me the delivery would arrive the following day -- each time, nothing showed up. Unfortunately, there seem to be few alternatives for water delivery in this area, but this level of disorganization and disregard for customers is unacceptable. This company should be reported to the BBB and seriously investigated. If you have other options, take them. read more

Cancelled service because we no longer needed the service and they had billed me for water that I never had delivered and it was difficult to correct. Cancelling service was very difficult to do, from their app or their website. It is NOT straightforward. They intentionally make it difficult. When I got an email notification about a charge two months after cancelling, I tried to resolve the issue over chat. Was dropped by three different chat agents during communication still without resolution of my issue. Finally called and requested a "representative" after being prompted through their automated system. She was nice and explained that I had received a late fee of $20 due to my final invoice being paid late (exorbitant!) and then since that late fee was not paid in 30 days they added another $20 late fee to the late fee. She also confirmed that they would just keep doing that. They had an old credit card on file and demanded that I attach new credit card information "on my account" in order to pay the bill. $40 dollars two months after I cancelled my service to make them leave me alone. Completely unethical billing practices and they make it very difficult if you decided to stop using their service. Don't bother! read more

Delivery service pricing changes delivery date changes the day before overseas customer service no local people to talk to what more can I say. Used to be Frank's Coffee then Roaring Springs then Crystal Springs now Primo. Frank's was great never an issue always was there to help you if the was something needing taken care of now you speak to someone in Manilla, Philippines. Very disgusting service. Example last delivery day on 12.6.25 they picked up all our empty bottles but left us no full bottles imagine that. When I phoned customer service they said they were sorry and would credit me for my full bottle they took with my 4 empties. This is just really unbelievable. I'm giving th one last chance but really am not expecting much improvement. read more

LOL they charge you a couple bucks to rent the dispenser, sounds fine. But when you return it, they charged you $50. You can literally buy a dispenser for that cost. Company is a complete scam read more

Where is the 0 rating. Buyer beware. After ordering, I received a message to confirm that someone over 18 would be home for the first delivery and set up. Instead the water and dispenser were left in the wrong place and they said they were unable to move. I then said I was going to cancel order. The rep hung up on me. I called again and went through the same process again -- two reps each time. Last one said they couldn't give me a refund and it would take a week to pick up the items. And that they couldn't send me an email to confirm cancellation and that there was no manager to speak with. Then to make matters worse, they asked if I had a referral. Do not do business with this firm. read more

Worst customrr service, they deliver when they are not supposed to and do not when they are supposed to. Merger made things worse. They lie and say they will not send paper bills and then send a paper bill! I tried to cancel service for months and when they pickup dispenser and bottles they say i owe them. Negative 10. Poor quality customer service, don't put a credit card on file or they will take all your money and give you nothing. They never called back as they promised to do and always have an excuse like that's not my department or we don't have your account on file or we need to have you call later read more

We have been attempting to terminate one location from our account since February 2025. Despite multiple emails and monthly calls with customer service representatives, the location was never properly removed, and we continued to be billed for a service we no longer use or want. Throughout this process, we received conflicting and unhelpful responses: We were told we needed to pay for the cooler, which we agreed to, yet no invoice was ever issued. We were told the termination was not completed correctly, without any clear explanation of what was missing or required. We were repeatedly assured the issue would be resolved "immediately," which never occurred. This situation ultimately required escalation beyond customer service due to the lack of follow-through and accountability. What should have been a straightforward account change turned into a months-long issue but is still not resolved as of this day. This experience reflects poorly on the company's billing practices and internal processes. Based on our experience, I would not recommend this company. read more

Hands down the worst company to deal with. They don't pay attention and they don't care. They will bill you even 3 months after your account has been closed. read more

Primo Water is the worst company to deal with. I have had nothing but aggravation with the delivery guys and customer service, who don't know what they are talking about and lie about their service. DO NOT BUY FROM PRIMO BRANDS!!! 1m Reply read more

Horrible customer service. I am still trying to cancel my account and deliveries and they do not stop. I have gone online to cancel and also called to cancel and they are still charging me and delivering . Avoid them !! read more

Worst service ever. They never deliver on time, overcharge you (make sure you CHECK your bill) and the customer service is the worst

Honestly, I've never dealt with service this bad. First they pushed my delivery back by five days, and then I got a message saying it was delivered -- but nothing ever showed up. After reading through all the other reviews, it really makes me question what kind of quality the product could possibly have if the service is already this terrible. read more

This company is literally the worst there is. When they were ready refresh, everything was great. Now under this primo company, they are literally worthless and looking to rip you off. I ordered a new cooler off the app three times in a row. The first time they took my old one and didn't leave me the new one. Called, got blatantly connected to someone in another country, they promised me the dispenser the next week. Delivery guy came and left water and no dispenser. Called again. They said they'd bring it that same week. Delivery guy shows up with no cooler and says their local place hasn't had that specific cooler in stock for over 6 months. My most recent delivery got randomly delayed. Worthless. read more

Why even give 1 star? This is the worst company to ever deal with. Stay far away from Primo Brands. Signed up while in a Costco; was told "white glove delivery service, they will set up your machine and each delivery will be delivered into your home and hooked up for you". First off, for the initial delivery, it was delivered over six hours early, the delivery driver left it on my porch in the pouring rain for the box to get soaked and didn't even try ringing the doorbell. We ended up cancelling the service two months later when we hated it. Deliveries were never right. It took multiple attempts to return the damn equipment that we ended up leaving it on our porch so they can figure it out after the third time of them cancelling. We have Ring footage of some random rented box truck pulling up to our driveway to pick up the cooler, not even Primo branded and chucking the machine inside of it. At least the driver had a clipboard with him. We thought we were done with them (in June) until we kept getting charged every month for the rental. We have called their customer service each time and that has been hell. We get refunded and then a few days later we will get charged again. Don't try to delete your credit card because they require you to input another card to even do that. We have spoken to multiple customer service reps, been directed to account payables, and even supervisors. Been told that we just have to wait for the refund and our card will be deleted by them. Lies. To make it better, my husband and I are told completely different stories each time we call them. I had to call today (November) since we have now been charged three additional times. The service rep refused to send a confirmation email saying "the machine was returned in June and there are X amount of refunds required". Just kept repeating that I have to wait for the refund. This company sucks. Just buy a machine from Home Depot and get jugs of water yourself. Cheaper and less BS. read more

Crystal Rock used to be a reliable and well-run company--until Primo bought them. Since then, the quality of customer service has fallen completely off a cliff. As many others have pointed out, Primo's business practices are riddled with false promises and outright lies. They routinely tell you a delivery is scheduled, send confirmation emails with specific dates, and even assure you over the phone that water will arrive "in a couple of days, for free." Then the day comes--and nothing. No delivery, no call, no explanation. Just silence and frustration. This isn't a one-off mistake--it's a pattern. Primo has consolidated several water delivery companies and in doing so has created a perfect example of corporate mismanagement. Like the dog who chases a car only to finally catch it, Primo has no idea what to do with the companies it gobbled up. The result? A broken system, angry customers, and a service you cannot rely on. If you value honesty, reliability, or even basic communication, avoid Primo at all costs. They have taken what used to be a good service and turned it into a disaster. read more

Extremely Disappointed in Primo Water's Service I am extremely disappointed with Primo Water's delivery service. Either deliver what is ordered, when it is ordered--or don't offer scheduled delivery at all. My last delivery request was for four bottles to be delivered on December 17th. Instead, Primo delivered only two bottles but picked up four empty bottles, leaving me short and without sufficient water. The only way to ensure we had water in the house was for me to go out and purchase two additional bottles, incurring new bottle fees that should never have been necessary. After calling customer service, I was assured that four bottles would be delivered at no charge on December 27th to correct the issue. That delivery was completely missed and then rescheduled to December 30th, and then again to January 5th. Now, to make matters worse, the order no longer reflects what was promised. Instead of the four bottles originally confirmed on the prior delivery notice at no charge, the current order now shows only one bottle--and at my expense. At this point, Primo has missed all three scheduled or rescheduled deliveries, failed to deliver the four bottles that were repeatedly promised, taken two additional empty bottles with no repayment or credit, and reduced my delivery to a single bottle. This company has demonstrated a complete inability to deliver on time, deliver as ordered, or correct its own mistakes. The service has been absolutely horrendous, and due to winter weather concerns, I have been repeatedly forced to buy water myself to avoid running out. Completely unacceptable read more

They have very unscrupulous billing practices. They charge late fees before the date the bill is due. I keep getting $20 late fees every month even though I pay my bills on time. It's like they are running a scam!!!! Customer service did not help at all - they kept repeating themselves and were rude. read more

Absolutely a fraudulent business. Changing prices without notice. Double billing. Check your bill every month.

Wish I could give negative stars. Terrible company all around. Tried to reach company about delivery. When wr finally reached them they were extremely rude. We had tulpelhocken before buyout. We were setup for auto payment withdrawal. Unsure what happened in the months up to Primo taking over but unknowingly to us we weren't being charged. Never once were we called or notified of an issue. Our fault ultimately that we didnt notice i guess, but!!!!. When we didnt get our normal delivery we called and called trying to reach a human. Website stated we didnt have an account by the way. Finally reach someone and they said we aren't getting water due to a past due balance(once again understood our fault ultimately) we asked for a breakdown of the past due charges thats when things changed. We dealt with telling them the website states no account for us and no account attached to our phone number. We confirmed our address and everything so they could send us a breakdown of the past due charges. Low and behold 3 days later we get a nasty post card stating our past due charges and that they tried numerous times to reach us by phone and mail. Never happened....These people are just nasty disgusting people. Been over a week and still no breakdown on our past due amount. read more

The absolute worst service in existence. I never get my scheduled orders and have probably been on hold with the customer service team for 5+ hours over the course of the last two weeks. Will be filing a complaint with BBB and the State Attorney General's Office. read more

Terrible customer service. Scheduled service 4 times, they never showed up. Cancelling! Do not recommend this company at all. read more

Primo brands took over my Sparkletts delivery, raised delivery, per bottle and unit rental by large amounts - I had instructed no delivery with prior service, but they delivered 2 bottles without request and charges a delivery fee, I called and told them I had too much water and not to deliver, but they delivered 4 more bottles without notice - giving me a one year supply at home. I returned 6 bottles on which I had previously paid deposit and they required me to appeal to try to get the deposit refund (sounds like they will refuse) read more

I had my water delivery skipped twice with no notice after waiting 8-5, because thats as small of a delivery window they are capable of scheduling( unbelievable). Now I received an email to pick up used bottles of which I have none, because I only received cases for three years. So I called and surprisingly spoke with customer service. I told them I am not home and have no bottles. I just received an email that said they are coming to pick up bottles today, Do yourself a favor and drink the crappy tap water, it will be better for your stress than dealing with a company that can't figure out how to make a delivery,.They should talk to Amazon they deliver a lot of stuff. read more

So after an initial order I made online I noticed another small charge to my credit card. When I called customer service, obviously outsourced to a 3rd world country, I was told that was an additional charge for using a credit card. What a scam that they would even do this considering that's the only way to pay when ordering. Total money grab by this monopoly conglomerate in the water delivery business! Imagine if every other business decided to pull this robbery??? Even the driver said the company now is terrible, as most employees are running for the doors. read more

This is a terribly run company Ridiculous wait times to order Automated Service is maddening Even the customer service representative (when you finally get one on the phone) was confused by what his own database was asking him Easier to buy a firearm than to get water delivered Will never use them again 0.5 out of 10 Unfortunately can't put less than one star read more

My experience has been very bad since ready refresh took over Sparklett's operation. I'm not notified of my charges and can't access my account online because they said I have overdue charges and my account has been turned over to a collection agency. I paid the collection agency, but I'm still unable to access my ready refresh account, and ready refresh told me my account is still with a collection agency. Customer service is terrible. The ready refresh operation is a total cluster. DO NOT USE THIS COMPANY! read more

Stay away thay steal from u even after u cancel. I canceled with ready fresh don't know y thay keep charging me and customer service is a joke even trying to cancel online. Doesn't let you read more

The service is absolutely horrible. Primo merged with Ready Refresh by Nestle of which I have been a customer for 20 years. While I have experienced a few issues in the past nothing comes close to this past month. I was expecting a delivery last month, mid July. My order was rescheduled 6 times from July right back to August. As of now, I still have not received my order because it was rescheduled. Nobody called me. I had to do the calling and go back and forth with them. The escalation supervisor that I spoke to reached out to my branch and told me they were backlogged 9000 customers. He managed to get them escalate my order and commit to a delivery date. Once again, it was rescheduled even though I received text notification that my order was out for delivery. I'm done. I discontinued my service after 20 years. I am not valued as a long time customer. They don't care about losing me when they have 9000+ customers. I'll take my business elsewhere. read more

I am following up on my refund once again. It was not resolved, i wasn't refunded as I was told i would be. I was charged when i received the incorrect order. Now i'm being ignored. I don't understand how a business can operate in such an unscrupulous and unprofessional manner. Customer service awful, mailboxes full and when you get through they are just stalling asking the same questions telling you they will look into it and no one actually helps. They are thieves, don't order from them. read more

The worst, since Premo Brands took over Ready fresh the company sucks. Can't find my account through my phone number or on line but i still get a bill???? They can't resolve the problems because their working off of 2 systems and they have two customer service phone numbers. I canceled delivery for two months cause Im on vacation and they continue to deliver. I called but they can't find my account. BUT I STILL RECEIVE A BILL 2 hours on the phone finally spoke to a supervisor and she said she was sorry but can't update their system to find me. Its been a year since the took over Ready Fresh. As of todaynImam no longer a customer... read more