I am a new Primo customer who was stopped by a representative in SAMS to sign up for service. He said I only had to pay 6.49 for the rental, 7.99 for the water, and 6.00 deposit for the bottle for the first month (Sept). At the end of setup, the charge was $50.00. I should have known then to walk away. Thr delivery was scheduled for that Tuesday which was 9/2. The delivery came 9/10 after I threatened to cancel. On 9/12, I was charged 28.62 and then on 10/10, I was charged 81.90 and since I was setup for auto draft, the funds were taken from my account. On 10/16, I spent 30 minutes on the phone with a male customer service person trying ro explain that I was gravely overcharged before he told me to hold and never came back. I called back and spent another 2.15 hours with a female escalation specialist who could not add or explain why I was charged on 9/12. When I said perhaps I should contact an attorney and the BBB, she said I had to speak to a higher manager. Next, a female with laryngitis came on the phone and told me their was no recors of the 50.00 or the 28.62. She wanted to subtract the monthly rental from the 81.90 and send me the difference. We went back and forth with me having much difficulty hearing her until she sent me an email staying an adjustment would be made to my account. I told her I needed the amount of the adjustment in the email and she finally sent me a one-liner that said the adjustment is 81.90. She then told me she couldn't stay on the phone any longer because she was off. I reminded her that I had been on the phone for over 2.5 hours and it wasn't my fault that they were over charging customers. If this is done to everyone customer who doesn't pay close attention to their bank account, they are getting rich by dishonest means. LT McZeal- Customer Experience Manager was more concerned about getting off the phone than she was about customer service. I asked that my account be closed effective immediately and I expect a refund of all overcharge. If needed, I will take further action. Never again. read more

Title: Disappointed with Primo Water Delivery Service Rating: (1/5) I recently had an incredibly disappointing experience with Primo Water Delivery Service, and I feel compelled to share my frustration and dissatisfaction. The level of service I received was far below my expectations, and I cannot recommend their service to others. Firstly, the delivery schedule was inconsistent and unreliable. Despite reassurances of punctuality, my water deliveries were often delayed or missed altogether. This inconsistency caused a great deal of inconvenience and disrupted my routine, leaving me without a fresh supply of water when I needed it most. Furthermore, the customer service was incredibly underwhelming. Whenever I reached out to Primo Water Delivery Service to address my concerns and report the delivery issues, I encountered unhelpful and dismissive representatives. They displayed a lack of empathy and failed to take responsibility for their service failures, leaving me feeling unheard and frustrated. In addition to the unreliable deliveries and unhelpful customer service, the quality of the water itself was subpar. On multiple occasions, the water bottles delivered had an unpleasant taste and odor, making it difficult to enjoy a refreshing drink. This lack of attention to quality is unacceptable, especially when paying for a premium water delivery service. Given the consistent issues I faced with Primo Water Delivery Service, I have decided to terminate my subscription and seek a more reliable and customer-oriented alternative. I expected a professional and dependable water delivery service, but unfortunately, Primo failed to deliver on their promises. In conclusion, I strongly advise against using Primo Water Delivery Service. Their inconsistent delivery schedule, unhelpful customer service, and poor water quality make them an unreliable and unsatisfactory choice. Save yourself the frustration and seek out a more reliable and customer-centric water delivery service. read more

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

Delayed my delivery 5x so far for this delivery. At this rate, I will get my delivery by the time my next one is due. Customer service is awful. "Rest assured, it will come tomorrow" & never does. You will wait on hold forever when you try to call. Chat may say available, but there never is an agent to take your chat, leaving you no option but to call and wait around. The call backs don't work, don't hit that button. The merge was the worst thing they could have done for their company. Nothing is coming on time, and then all you get when you call is the recorded line repeatedly telling you that they're experiencing high call volumes. Well, I wonder why. Everyone's deliveries are behind and they pay you to deliver the water, they want it back. $14 for delivery and then you still can't get it on time. I decided to pay for it to be delivered for more convenience for my family and I. But at this point, there's no reason to even pay for the extra. They'll take all your bottles, and the credit you used to receive off the next purchase for returning the bottles doesn't happen either. There is 0 care in the world from the customer service reps. I spoke with a lady this week that tried to raise her voice until I explained that if she raised her voice again, I would happily wait the hour and a half to explain to her manager how unprofessional she was. Which she replied by asking me not to do that because she has 5 children and she would lose her job. All you're going to get is an apology and an excuse that it has been submitted to the executives for review due to the amount of customer complaints and delivery issues that they're having. This is only our third delivery and once I get the two free deliveries (maybe within the next 6 months), I'm cancelling and I'll happily send my husband to lift the bottles because at least then I know I'll have water when I need it. read more

My experience with Primo Brands Water Delivery in San Diego has been nothing short of a nightmare since their merger with another company. I was never informed about the merger, which left me completely blindsided when our first delivery arrived with a different brand of water that my family does not like. This lack of communication set the tone for the frustrating experience that followed. For the past month, I've spent hours on hold trying to reach a human representative to get clarity on my account, but it's been impossible. Their customer service is virtually nonexistent, and their online chat bot is useless, endlessly looping me back to the same unhelpful page with a message about "learning." The online portal is equally dysfunctional--I can't view previous invoices, and there's no option to cancel my account. The only action I can take is to order more water, which is absurd given their track record. To make matters worse, it's now the second month since the merger, and Primo has stopped delivering water altogether, yet they're still charging me $15 a month, including a delivery fee for non-existent service. Last month's delivery was incorrect, and now I'm stuck paying for nothing with no way to resolve it. I feel completely helpless, trapped in a cycle of unauthorized charges and unable to contact anyone to address these issues. The merger has clearly been mishandled, and Primo's lack of transparency, poor customer service, and broken systems have made this a terrible experience. I strongly advise others in San Diego to avoid Primo Brands Water Delivery and explore alternative providers. I'm currently looking into filing a complaint with the Better Business Bureau and seeking legal assistance to stop these charges and cancel my account. Save yourself the headache and steer clear of this company. read more

I initially started using Ready Fresh over a year ago, and the experience was excellent--timely delivery and no issues. However, when Primo Water Delivery took over, the quality of service declined significantly. They increased their prices within the first few months, and communication became frustrating, often informing me the night before that they wouldn't be delivering. The final straw was when, after numerous missed deliveries and continued texts, I requested to discontinue service and scheduled pickup of the water cooler and bottles. They were supposed to come on a designated day but never showed or contacted me. I even moved the water cooler and empty bottles to my porch. Despite this, they never arrived, and I had to set everything back up myself. Eventually, they charged my card without my permission after I had closed my account for the water cooler. When I contacted them, they offered to sell me the cooler at an inflated price--over $250--despite having had it for more than a year. I declined and bought a comparable one elsewhere for a fraction of the cost. In the end, I've decided to purchase my own bottles and equipment to avoid such poor service and exorbitant charges. They're scheduled to deliver today, but I remain skeptical given the history. Overall, I believe this company needs to reevaluate their processes and customer service standards, as my experience has been extremely disappointing. I wouldn't recommend Primo Water Delivery based on my personal experience. read more

As with everyone else, things were mostly fine until the merger between Primo Brands and Ready Refresh.. a few missed or rescheduled deliveries here or there over the years - no big deal, things happen. However - we had a commercial business account and did not get a water delivery for over 3 months. Every time we called, we were told they were escalating the issue and our delivery would be rescheduled for the very next day - only to log on to our account the next day and see that it was already pushed to the following day. For 63 DAYS, this process repeated. Finally fed up, we cancelled our service and switched providers. During the cancellation call, we were told that their rented equipment and 7 empty bottles would be collected the day after we cancelled. After they didn't show up, we called. And again at 7 days. And again at two weeks. And again at one month. We recently got a bill for the rented equipment. I called yesterday to demand a credit and an escalation to pick up their equipment immediately and to stop charging us for equipment we can't use/have no room for/ have practically begged them to pick up for over a month. I was told it was escalated, the charge would be dropped and ASSURED they would be here today to pick up the equipment/empties. Logged in to our old account today to see the pick up date was once again cancelled and the charge remains. I would give them 0 stars if that was possible. read more

Primo Water is the absolute worst! They were inconsistent in their communication. They create bogus charges and their customer service is absolutely abysmal when you can actually get someone on the phone they have no idea what they're doing. We had two separate occasions where they charged us over $120 for deliveries that were never made. Our regular monthly bill sat somewhere about $55-$61 monthly yet we were charged over $260 in back to back transactions a day apart. They stated that they were charging us for 3 months of nonpayment and when I showed them my bank statements showing the payments being made they could not give me a straight answer and sent me an invoice stating that the invoice explained the charges. The invoice only proved that what I was trying to explain to them was correct. They then sent me items I did not order and when I called them on it they could not explain themselves. I finally contacted my bank to dispute the charges and sent them everything I had proving that all my payments were made in full and on time and the bank verified that fact. I was finally able to cancel my service and free myself from this horrible company. Please PLEASE DO NOT GET SERVICE FROM PRIMO WATER!! You will 100% regret that decision. From their lack of professionalism to their shady ways this place needs to be closed down. Please heed my warning and stay as far away from this place as possible!! read more

I've been a loyal customer of this service for years, but I'm beyond frustrated with their billing practices. I paused my water delivery for several months, yet continued paying the full monthly amount--around $30--to build up a credit for when I resumed service. Now, I check my account and see a balance due of over $80. How does that make any sense? I called to get clarity, and after 45 minutes and being transferred to four different departments, no one could resolve the issue. They claim they're in the middle of a system migration--which has apparently been going on for months--so their support teams have limited access to billing history, if any at all. And if I want a mailed invoice? That'll cost me $6.99/mo. Seriously? And I can't see the billing and payment history online. To top it off, the last rep said they'd escalate my case to a "special department." When I asked for the name of the department, he said he wasn't allowed to tell me. I asked, "So... it's a secret?" He replied, "No, but I can't divulge the name." I said, "Isn't that the definition of a secret?" He had no real answer. SMH. I feel completely taken advantage of. At this point, I'm seriously considering canceling the service altogether and just picking up my own water. read more

Service from HELL To Whom It May Concern, I am writing to express my deep frustration and complete disappointment with the abysmal service I've received from Costco's water delivery partner, Primo Water. Your team failed to complete both the scheduled pickup and drop-off, leaving multiple empty water jugs on my property. These containers are not only a massive inconvenience--they're a liability hazard. If someone were to trip or get injured, the responsibility will fall directly on Primo and Costco for failure to follow through on basic service obligations. What's worse, I've called multiple times and spoken with representatives who seem completely unaware of what day of the week it is, let alone capable of solving a problem. This has wasted over an hour of my time on hold, all while being subjected to the same grating, never-ending piano music. Absolutely maddening. This kind of negligence, miscommunication, and total lack of accountability is unacceptable--especially from a company associated with Costco, a brand I typically trust. I expect this issue to be escalated and resolved immediately. If I don't hear back with a confirmed plan of action, I will be reconsidering any future business with Primo or Costco's delivery services. read more

I am writing to express my extreme dissatisfaction with Primo Water. As a loyal Costco member of over four years, I have never encountered such egregious issues with a sparkling water service Primo Water has repeatedly debited my account and enrolled me in autopay without my consent. Over the past three months,1 have received and been billed for deliveries that were canceled weeks in advance. Despite speaking with multiple supervisors who assured me they would resolve the issue, the problems persist. These supervisors misled me into paying my bill under false pretenses. One supervisor falsely claimed 1 had authorized autopay, and I was informed that Primo Water is unable to remove customers from autopay, effectively forcing enrollment without consent. Furthermore, a supervisor promised to switch me to a bi-monthly delivery schedule, yet water was delivered the following week. Another supervisor stated that my next delivery would be waived, but this was later denied. Upon canceling my membership, I was informed that no deliveries could be waived. The stress and anxiety caused by these issues are unacceptable. I strongly advise anyone considering a Primo Water membership to avoid it. read more

We've had this company delivering our drinking water for 3 years now, and only late a couple of times by one day. Now? Without any type of notice (phone call, text message or email) they were a no show. Our water should have been delivered on 9/24/25, along with at least 3 of our neighbors and they didn't come. I emailed them twice with no reply. I prefer email for a paper trail. I saw their truck and our delivery driver delivering to Walmart, but they didn't come to us. They charged us our monthly unit rental, but failed to deliver the water. When I logged onto our account the day after it was supposed to be delivered it only showed our next one for late October. No notice! No automated phone call. Nothing. I'm fixing to cancel them altogether because this is ridiculous and poor customer service. We have 1/2 of our last 5 gallon left, and we are elderly. We have it delivered because our well water was contaminated with PFAS thanks to the military base next to us. We are absolutely livid. IF they actually show up on the next scheduled delivery I'm going to give it all back and give them a piece of my mind. Our bottles have been outside waiting for them for a week now. read more

I would give this company a 0 star if it was available. We used them in the past, but left them for delivery issues. We switched to ReadyRefresh and had no problems, but unfortunately they have bought ReadyRefresh and we are back to the same issue. We had paused delivery from ReadyRefresh due to an abundance of water, and during our pause is when the transition to Primo Water happened. After resuming service, it took Primo 3 weeks to get a delivery to us, causing us to have to purchase water in the meantime since we are on well water. Our next delivery was supposed to be every 2 weeks, however when the next delivery was supposed to arrive, it never did. Even after calling on the same day to verify that we would be receiving our water. Now the customer service representative informs me that he we won't be receiving our delivery until 2 weeks after it was supposed to arrive, then adjusting it down to one week after. We ran out of water this morning, so we are going to have to purchase water until they do get a delivery here, which I am not counting on being delivered when it's supposed to. I suggest using another company if possible. read more

I haven't received a single water delivery in over three months. Every time I check my account, it shows a delivery is scheduled--for example, today was supposed to be the day--but when the day comes, it either gets pushed back or no one shows up at all. I've contacted support more than 15 times, and every single agent gives me the same scripted answer: "It's showing on our end as scheduled, it will be there today." Spoiler: it never is. They promise escalations and warehouse callbacks that never happen. I'm stuck dragging 8 heavy empty bottles out to the front of my house every time, just for them to sit there all day. No communication. No follow-up. No delivery. The worst part? It's been three months of this cycle. I've provided screenshots and recordings of calls, and still, nothing changes. This is beyond frustrating, and I still have no answers. Water is a basic need, and this company is failing to provide what I pay for. Do better. read more

The worst ! I am writing to express my ongoing dissatisfaction with the service provided by Primo Water. Over the past several months, I have experienced repeated issues with delayed deliveries, inconsistent scheduling, and a billing system that lacks transparency and clarity. These problems have made it increasingly difficult to rely on the service for regular water needs. Since the merger, the overall service quality appears to have declined significantly. The elimination of the Sparkletts brand, once a trusted name in the region, has only added to customer confusion and dissatisfaction. At this point, I am seriously reconsidering my continued use of Primo Water. What was intended to be a streamlined and improved experience post-merger has instead become more complicated and unreliable. I urge the company to reassess its service model and prioritize consistent delivery, accurate billing, and clear communication with customers. read more