Purchased a water dispenser 2 years ago. We've had problems off and on with dispensing water. Very low dispensing in non-dispensing. As for suggestions, guidance on how to fix or repair to no avail. Most recently they stated they wanted documentation of bottle. But I don't have a contract for water service with them. Tried 3 emails of asking for suggestions, guidance on solving the non-working dispenser to no avail. read more

Since primo took over our local delivery service has become both expensive and AWFUL I feel bad for the hardworking employees who have previously handled our needs.... And trying to cancel service is impossible read more

wish to leave 0. scammers, water is super expensive and never answer to the phone call, they keep going sending invoices suppose to be paid but never received any water and beside i asked them by emaul and by phone messages to close my account...never happened be awaere of these scammers read more

Been a subscriber since 2020. Everything was going well until Primo bought Sparkletts. We literally had this service on pause for 90 days meaning we did NOT want to be charged. Once the service resumed, we found we were still being charged and charged a LATE FEE. So essentially we were still accumulating delivery fees when we weren't getting any deliveries. Canceled service immediately. There is currently a class action lawsuit against Primo for deceptive pricing. I understand why now. If you are able, just get the water yourself from a dispenser at a grocery store. It's cheaper to get it yourself. read more

WOW Primo is awful service. they flaked on two of my deliveries in one week on two different accounts. I chatted with an agent online, once I expressed my concerns, they left the chat. So I called them, and they truly don't care. Basically "oops". WORST FIRST IMPRESSION OF A COMPANY. If I could give them negative 5 stars I would. Steer very clear feom them read more

Stay away from this company. While shopping at BJ's, a Primo/Poland Spring sales representative signed us up for what was supposed to be a "great deal" on home water delivery service. Unfortunately, the pricing, delivery charges, and overall service did not match what was promised. Our latest delivery was rescheduled 4 different times, with the explanation that they were "out of water." A water delivery company being out of water is unacceptable. After the repeated delays and lack of reliability, I called and cancelled the service. There seems to be no accountability within this company. They use Crystal Rock as their local delivery service in our area which explains why there is no direct access to management only an 800 number with no real resolution. There are plenty of other companies offering similar services, and I would strongly recommend looking elsewhere rather than dealing with this frustration. read more

I wanted to return everything including the cooler at the first day. They are going to refund for the water but won't refund for the cooler. As a customer I have requested many times that the machine is in the package and not used. We are returning it and they are going to take it tomorrow but won't refund the amount. It is not at all recommended. read more

I wouldn't recommend your company to my worst enemy. A brick would be more competent than your dumb ass employees. Maybe spend more money on your staff, you're hiring department, paychecks, and your training instead of putting your bottom line first. The only thing easy about your company is signing up. Everything else is a complete embarrassment. I was told I could set up delivery parameters since this is a BUSINESS. I clearly stated MULTIPLE TIMES I do not open until 10am do not delivery before 10am. You dropped off my dispenser and 3 bottles at 8:30am on the first delivery, and LEFT it in front of my business in an open box with no bottom. I got to my salon just in time to catch someone trying to walk off with my water. When I pulled the box off the water dispenser was covered in scuff marks. I called immediately the same day canceled my account and scheduled for the following Tuesday after 11 AM. Your agent said I would get a refund and it was not a problem. You sent your driver at 8:30am AGAIN. I called AGAIN the same day, your agent apologized and scheduled it for pick up today after 1 PM. I have a meeting with my special care coordinator this morning and will not be in before then. I told her if you guys do not pick this up as promised today at the time promised today you can schedule your next pick up at whatever time you want from the dumpster behind my salon where it belongs and I will not be responsible for any charges. I'm not holding your employees' hands again to do their job I have my own business to run. She said she notated the account and assured me directions would be followed I informed her that I recorded the entire conversation this is my final attempt to return the equipment. I got a message about my delivery window. I attempted to login and finally was able to your website has been down for over a week and I have not been able to login once. I saw the window is from 8 to 3pm. I had to attempt your chat process 3 times before speaking with someone. She said it was too late to change the delivery information. I told her that's not my problem, you know where to find it, she told me I have a balance of $1 on my account and I told her I don't owe a fucking penny they can go ahead and cancel that out she said she would contact billing and my refund has been processed. I have saved those transcripts as well and I am telling every single client, every business around me, and every single person I know to avoid your company like the plague. I should send you a bill for the amount of my time you've wasted. Remove me from your data and customer base and do not send me any emails again. read more

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To All Primo Employee Operations Customer Staff, Ask to be a part of the Product Teams Conversations. I signed up for Primo Water service full of hope and hydration dreams... but my onboarding experience has been more survival challenge than customer service. When I signed up, I specifically requested installation inside my home. Instead, the equipment was lovingly abandoned at my front door like a heavy, expensive orphan. I'm a little old lady with arthritis -- and sadly, no big burly bearded man around to carry giant water contraptions across my threshold. So there it sat. Waiting. Judging me. Next came the digital obstacle course. I can't log into the app. I can't log into the website. When I called for help, I was essentially told, "Best of luck on your journey." The unopened packaging didn't include a confirmation or an account number either, so at this point I appear to be the proud owner of mysterious water equipment with no official relationship to the company that sent it. Is this the new customer experience? Ship it, wish it well, and hope customers summon the strength and technical wizardry to figure it out? At this rate, I may have to go back to my old ways of water drinking -- standing at the sink, clutching a glass, whispering "just one more sip" like a former party girl relapsing. Not the glamorous hydration lifestyle I was promised. I'd love to become a happy customer someday, but right now the onboarding experience has been confusing, frustrating, and unexpectedly heavy (literally). read more

Primo Water - Water Stores Near Me - Placerville, California

Don't walk.. RUN!! from this company! Shame on Costco for letting Primo scam people in their stores. I am in Arizona and this has been the worst experience. "Managing" your account online is a joke! It doesn't work.. scheduling doesn't work, skipping delivery doesn't work, email to remind to skip delivery doesn't work, CALLING customer service THREE times to skip delivery doesn't work! This is 100% a scam. I called 10 mins after last delivery to have them pick it back up... they said some one was coming out. That was SIX days ago! Four 5 gallon bottles still sitting outside my front door. Now they are trying to charge me.. AGAIN! Trust these reviews!!! DONT DO IT!! I'm filing official complaint with BBB! read more

Where do I start? We had so many missed deliveries we end up having to buy our own water bottles! Oh my gosh, this is NOT supposed to happen when you subscribe to a water deliver compay. But the kicker was when my wife changed an empty water bottle, she saw something strange at the bottom of the bottle.. It was a plastic spoon. Was it dirty? Was it clean? Ewwww. And we drank all this water. HOW DISGUSTING!!! It's time to cancel this company. Yuck. read more

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The absolute worst company ever!!!! I just started with primo October of 2025 and nothing has ever been right with my billing. The app is useless! I absolutely have had the worst customer experience of my entire life with them. I can't wait to cancel!!! read more

I should have checked the previous reviews before signing up. they sent me a faulty equipment on April 22. when I called they said they'd replace it by April 29th (one week after) i said ok reluctantly, then on April 29 they told me it wouldn't be delivered till May 4th. the customer service is nice but there is nothing they can do. Do not use their services read more

Please pick up my dispenser and after a few unauthorized drop off of water I am done. Cancel my account but after no one has picked up the empty bottles I called and my delivery is for another day. If I didn't call how would I know?? The email mailbox stays full !! Worst customer service read more

Primo Water - Waiting to be picked up !!! Please cancel - Water Stores Near Me - Placerville, California

Cancelled Primo/ReadyRefresh on Jan 16. They still delivered water on Feb 3 that I did NOT authorize, then tried to get me to update my credit card to pay for it. Customer service admitted they couldn't take the unopened bottles back. To make it worse, their own billing notice shows I owe $0.00 -- yet they're still pushing payment. Disorganized, deceptive billing practices and a total headache to fix. Screenshot everything and don't assume "cancelled" actually means cancelled with this company. read more

Primo Water - Demand email showing $0.00 balance - Water Stores Near Me - Placerville, California

I canceled my service with Primo Brands on June 15, 2025 and left all equipment with my doorman for pickup as instructed. They continued to charge me for three additional months (through September) for service I did NOT receive -- totaling nearly $300. I called repeatedly -- June 15, July 1, July 15, August 1, and August 15 -- and got nowhere. Every time I was transferred, given empty assurances, and told I'd receive follow-up emails that never came. No one took ownership, and nothing was fixed. Instead of correcting their mistake, they escalated this to collections. I have never missed a payment in my life, and now I'm dealing with a credit issue over charges for a service I canceled and never used. Their customer service is completely broken -- endless transfers, no accountability, and no way to reach someone who can actually resolve anything. I have documentation of everything and am formally disputing these charges. This is unacceptable business practice. Avoid this company. read more

Awful, DO NOT subscribe to the service. Worst service ever if you decided to cancel the service. Ever since I subscribe to the service, the delivery guy never follow the instruction given online. They were either short or forgot to deliver. And we decided to cancel the service, they create so many tricks to try to delay you in cancelling the service. Once you confirmed and ask for the deposit, they said they cannot provide the information. I have a balance of $44, and 12 empty bottles at home. I would like to wait for their reply as not being overpaid. But not only they did not reply or adjust, they add $20 late fee to my account. I contacted them and argue about that, they decided to waive my $20, but insisted no deposit will be returned. A month later, they send a bill, asking for the late $20 again! They are scammed, this water delivery service should be blacklisted. So many people already suffered from their poor service!! read more

I'm on the phone as I write trying to resolve a billing issue. I had cancelled this account back Aug of 2025. I've spoken wit 6 different people in which 3 people have hung up on me. I'm trying to understand the charges and if necessary, pay them. But they are crooks. I even have an email confirming my cancellation. HEY PRIMO...get out of business!!!!! read more

PRIMO is never on time, always messes up the orders. the delivery guys are rude and never take the empties in a timely manner. this the SECOND time i've had a foreign object in my water container - the most expensive one they sell too. in this particular instance pictured... i wrote to them about HAVING A PAINT BRUSH AND STRAW CLEANER IN MY BOTTLE and they sent me a new water bottle one week later and LEFT the dirty foregin object one on my porch- made me PAY FOR THE DELIVERY TOO!. DISGUSTING! can't even easily cancel the service due to the fact you have to contact the customer support to do so. no button that's like "cancel service" like any normal + functioning business. im furious at this service and devastated because sparkletts was amazing. the only little luxury i had was water delivery and now its part of my bi weekly (IF they come on schedule- NOT likely) NIGHTMARE! BEWARE!!!!! DO NOT USE THIS SERVICE!!!!!!!!!!!!!!!!!! read more

Primo Water - this is a paint brush and a straw cleaner in my mountain valley 5 gallon water jug - Water Stores Near Me - Placerville, California

Don't fall for the Primo Brands pitch at Costco. I paid $50 to start and set up weekly deliveries (~$100/month for four 5-gallon jugs and a case of sparkling water). My first delivery never showed--no notification, no response. Two weeks later, I finally got a delivery notice... after I had already gone out and bought water myself. I canceled immediately. The whole point of a delivery service is reliability. Primo charges delivery fees, deposits, and even pushes for tips--but doesn't deliver when promised. I wanted this to work, but the service just isn't dependable. read more

I signed up with this service 1/9/26. Needless to say I didn't receive my water/dispenser until 1/22/26 after being told I'd get it in 2 to 3 days. I was very patient because of the snow. However when I finally received my purchase the dispenser was dirty not new as promised. The call was made on the same day of delivery and I was told they would send another dispenser out immediately. Well it's now 2/13/26 and I'm still waiting for my dispenser. With that said I've received 17 text messages with different reschedule days for delivery. I've called the company about 20 times asking to speak to a manager. I'm still waiting to speak to one. So I assume I'll never receive the dispenser thatI paid for so I cancelled the service. It gets better. I ordered my dispenser 2/12/26 from Walmart and this is what I received... Of yes it was brand new. Not retapped. Still stapled, with the protective covering around it which means it came from the company (Primo) that way. Do Not Use This Company!!!! read more

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My husband and son were hooked by the salesperson at Sam's Club! It was helpful this summer with our health issues! BUT NOW, for the last three months we keep canceling and keep trying to get their equipment! The company kept double charging us! They keep promising to pick up their machine! Now I tell everyone don't sign up read more

I agree with every one of these reviews. always late, can't get anyone online, they dont follow delivery instructions. In fact one of the delivery guys I managed to stop once told me they don't want to take them in the garage and they don't even look at the instructions! They don't care. This company is awful. I too would give zero. read more

I will never ever ever ever ever ever ever ever ever ever ever ever give this company my business again. Deliver wrong orders, charge me for deals that was true, if they deliver it was wrong and if they picked up driver wouldn't put down what he picked up to give me credit. Terrible business. read more

Primo Water - Plus 5 bottles inside. - Water Stores Near Me - Placerville, California

I am very disappointed with primo since they took over the costco sparkletts deliveries. They have missed 3 or 4 deliveries and keep saying they will delivery the next day and they don't Don't use them. They are not customer service focused. I am done with them! read more

Horrible service. Delivery schedule always screwed up. Impossible to get customer service. Impossible to cancel. It's a living breathing Hell. read more

Primo confirmed my acct.was closed 9/15/2023 with no outstanding balance but I just received a threatening collection letter this company has so serious issues and if they send me to collections it's lawyer time. DO NOT USE THIS COMPANY U WILL REGRET IT. read more

Primo Water - Proof from there own company - Water Stores Near Me - Placerville, California

The mess started when they sent me an unauthorized delivery and then took out of my account for it. They then attempted to make up for it but then recharged me the last straw and why I canceled my service with this horrible company is they sent me leaking water bottles that ruins my kitchen floor hardwood floor. I would not recommend the worst experience ever. read more

I left Costco water delivery - through Primo - because of poor customer service. Sam's Club offered delivery through ReadyRefresh - and things were great until Primo acquired ReadyRefresh. Primo changed my delivery date without notice; removed my delivery instructions - again without notice; and can't seem to get me access to my online account. Customer service is hit or miss. Since Primo is monopolizing the water delivery market, there aren't many options available. Buyer beware!! read more

The worst company on planet earth :( Please stay far away for your water needs. - Missed deliveries - Wrong water delivered (We received Arrowhead instead of spring water ) - Terrible customer service All this, and it's only been two weeks. read more

Primo Water Hello everyone, I advise anybody and everybody not to buy from this brand. My son and I were at BJ's, and I'm assuming a salesperson advertised to us, telling us about four cases of water for $53 and a dispenser. We took the offer, and the guy never mentioned any extra charges at all. All of a sudden, they are delivering water and charging me $45 then $53. I called and told them I don't want these charges, and support says that it is a rental. They transfer me, and then they tell me that they can only give me $26 back, my initial deposit, but not for all the water I have been charged for. Please, if you can, stay away from this brand or company; this is just straight fraud. read more

I am in the Phoenix area. I don't know that this issue is happening in other places. After Primo purchased Sparkletts, it has been an issue getting Sparkletts. The service is excellent but I asked for Sparkletts Spring Water. Twice now they have changed my recurring order to Arrowhead. I do not like Arrowhead. I have never liked Arrowhead. I will not drink Arrowhead. It is worse to my taste than tap water, and I can't make myself drink tap water. I just talked to them and they said they can't get Sparkletts for me. They have Arrowhead Spring Water (Or a different brand that is 3x or something the price) or I can get Primo Purified. I am one of those who has the weird genetics that makes some water taste bad. I am going to be putting a little juice in my water to make it palatable but Arrowhead just won't work. I wanted to post this so that new customers are aware of the Sparkletts supply problem. Their dispenser (hot & cold) is epic. I love it. The newer one (we had a really old one and just got it replaced) is quieter. The hot on demand is perfect for tea or instant mocha/hot chocolate. The cold is perfectly cold. Customer service has always been excellent. So the dispenser & the service is why they get 3 stars, because changing my water to something I won't drink wasn't cool. If they bought Sparkletts, WHY CAN'T I GET Sparkletts??? read more

Stay away from Primo water. If I could give them zero stars I would. What horrible customer service. They can't get their customer service agents properly trained. I have been waiting for our water delivery for a few months. After calling and calling they finally got things "right", so I thought, they got it all wrong. They have been reinstating my account for a month and still wanted me to wait another 24 hours and then tell me "oh it takes longer than 24 hours. It takes 2 weeks". Like really? They bounced me from person to person so I just told them that their customer service was horrible and I did not want to work with them and I was looking elsewhere. Most horrible experience, and their customer service is horrendous. read more

I've had several unauthorized deliveries and payments. They know they screw up and still will give you the run around saying they will refund you but when they send you that peppy stupid little email they let you know they credited your account on primo(not an actual refund). Diane was really rude last person to talk to I decided to close my account. The previous time they credited 60+ dollars back to my account because they just couldn't refund me for their mistake. This was the same thing they did today. Diane knew that I went through this several times already. I decided to close my account asking for a refund of the two new deliveries as well as a partial because I hadn't used one of the bottles she kept cutting me off. I told her it was only right I gave them several chances tried for months to get previous refunds. I read her the email where Christian another employee let me know they would fix it if it ever happened again. He knew there was an issue. I just wanted a refund for the 3 waters and I was fine with an amicable end to this shitty experience. They steal your money that was never supposed to go to them in the first place and try to tell you that your account is a recurring one so they can't refund you. I am glad I emailed them she couldn't use that crap on me so she got mad and refuse to refund me. She also stated I wouldn't get an email for the cancelation of my account or for the refund I was told I was only getting a refund for the new delivery. The only reason I purchased this one time purchase again was because they credited my account and kept giving me the runaround for the previous refund. I had to use up that credit in order to close my account. She was really upset over the email I had as proof and asked me who had signed off on that email. Even with proof that they were trying to make it right their other worker(Diane) refused to help or make it right. She kept telling me they were not going to give me a refund because I should have skipped the delivery so it was my fault even after clearly stating to her that it was not supposed to be a recurring delivery account. I read her the email. Still did not care. She also stated that they wouldn't be picking up the bottles ; I found to be really bizarre I wanted it all in writing and asked for an email confirming what she was saying she refused and told me all I was getting was a reference number. read more

Primo Water - Even with proof Diane didn't care to refund me. - Water Stores Near Me - Placerville, California

Primo is by far the worst water-delivery company I've ever dealt with. It's unbelievable that a company providing something as essential as drinking water can operate with this level of incompetence. In six months of service, not once did a delivery go smoothly. My 5-gallon bottles were dropped in random places on my property, left sitting in direct sun, and only one delivery out of six was placed where I clearly instructed. I had to rely on neighbors to move the bottles because I couldn't carry them myself. I've been trying to cancel since August. It's now November, and I still can't get a single human being to help me. The moment I say "cancel," they either hang up on me or leave me on hold for over 40 minutes until I finally give up. This company is a complete failure, and I will be sharing my experience everywhere I can. My credit-card company is now handling this situation because Primo refuses to. read more

I don't know what happened recently but it's not good. I'm getting water deliveries on random days even though I've previously skipped them. On The new app there is no way to skip future deliveries. Did my delivery date change? I don't know since I can't reach anyone. There is literally no one answering their phones! What happened to this company? read more

Avoid this company. You will never be able to cancel the service. They run it like a scam.

I am still waiting for them to pick the crap up. 2 scheduled pick up dates and both times no call no show. And to top it off, even though my account is supposedly closed, they are still sending me invoices for renting the equipment. Almost $50 a month. Stay away from this company unless of course you enjoy missed deliverys, hours upon hours of being on hold, only to end up with a 3rd world call center, have them schedule pick up dates for the equipment only never to pick it up and charge you rental fees for the equipment that your not using and then to be on hold with a 3rd world country for hours to try and chancel a 3rd time. Joy Joy read more

Primo Water - Water Stores Near Me - Placerville, California

Everything was going well until Primo bought Sparkletts. There was an issue logging in to the new app and eventually got there to find late fee already charged to my card as autopay even though I did not order water. Could not cancel account online. I called and canceled but I got charged admin fee the following month. I called to get refund and they refunded part of it. I could not remove my credit info from the system to avoid further charges. I called to remove my credit card from autopay but the customer service told my it will be removed automatically 30 days after cancelation and it is already more than 30 days since cancelation and my card still there. They are stealing my money. Be careful, don't let them store your credit info in the system. read more

I started water delivery with Sparklettes water. The water wafter always tasted good. I had friends who when visiting would ask to fill up there water bottles and they always said the water tasted really good. Now primo has taken over and the water tastes really bad. My water comes out cold from my electric dispenser. When water is cold it has less flavor then if it's room temperature. But this water even though it's cold is very bad tasting, it's gross. I will just have to buy my water from Costco in the gallon bottles from now on. read more