Absolutely horrible I've been trying to get my billing straightened out with them when they were Sparklets. I never had a problem now they're saying I owe them $195 when they have $258 worth of payments that they haven't applied to my account. I've sent them proof five times Absolutely awful as soon as it gets straightened out I'm changing providers. I can't do this anymore with them they're absolutely pathetic. They don't know how to do billing and they are just horrible. I mean there are people in the office are OK they're trying to help but they're billing department is awful and I can't get anywhere with him and I'm just tired of it. I don't wanna do it anymore. read more

We pay for Poland Spring and get left walmart-grade primo water. This is bait and switch and completely unethical. Since the hedge fund purchased ready-refresh service to roll it into Primo Brands it has gone completely to shit. We are cancelling read more

I wish i could give them 0 stars. We have used Sparkletts/Primo for years with great service. Never had single issue with them. Unfortunately they were bought by or merged to ready refresh which is terrible. This change been only 2-3 months only and having issues already every month. They either dont deliver and charge you, or overcharge you. Costumer service is absolutely terrible, long wait times, fake promises, keep apologizing for no reason instead of fixing the issues. I had to go through my bank to dispute their over charge. Such hassle. Im glad i cancelled them. read more

I was getting 6 bottles delivered consistently and when they merged they switched to 3 and I had to sit on hold for 139 minutes. I spoke to India twice but neither could help me. Finally a lady from the states helped me and supposedly everything is fixed otherwise we are canceling next month. read more

Terrible Experience. They are scammers. No customer service. NO ONE TO CALL. BEEN ON THE PHONE 1 hr waiting. Bunch of phantom charges

I wish I could give zero. They are IMPOSSIBLE to communicate with. I have been trying to PAY my bill for months! I was on hold for an hour. I was able to talk with an agent a month or so ago. Said agent said they could not take payment information over the phone. They instructed me to create an on-line acct. I did so insisting that they stay on the line with me until the issue was resolved. After another 30 minutes with the agent I was informed that the system was not working correctly and then the agent HUNG UP ON ME. I just tried to file a complaint with the Better Business Bureau and guess what - Primo is not registered with them ... big surprise. For the life of me I can not comprehend why they will not help me PAY A BILL. DO NOT USE THEM unless you want to take a crash course in frustration. read more

Worst company ever, makes you wait on hold forever if you ever have any issue. No option for call back and doesn't even let you know how much longer you have to hold. Absolute garbage company read more

Primo Water - Basterds - Water Stores Near Me - Placerville, California

horrible company. I get 3 bottles of water every money and every month I pay a totally different price. It's ridiculous. im canceling the subscription. please do not do business with this company. They're crooks read more

One of the worst B2B companies I have ever dealt with. They are a hands-off company when it comes to service and support. Their 800 number leads to nowhere with no option of speaking with an actual human and their communication is unsightly. Sheryl- Calsak Plastics read more

Primo Water provides the worst customer service ever. I wouldn't wish it on my worst enemy. They discontinue water products often (always the least expensive) and raise prices without ANY communication. That isn't acceptable. They keep buying out the competition, so it's pretty much a monopoly. I have nothing good to say about Primo. read more

Almost impossible to cancel. They keep invoicing and it is not possible to delete the account. Compound that with amazingly poor customer service. Much better as Ready Refresh. Primo is horrible! read more

Website doesn't work. Customer service calls get disconnected. No email to reach out to. What a mess.

Primo water is the absolute worst company I've ever dealt with. First of all, they bought our old company, which was excellent service. They didn't bother to show up for deliveries and said that we had canceled them when we didn't. They charged us for a late fee when they took us off auto pay and we could not contact them to try to set it up again. Finally. When we did try to contact them they never ever responded back. Again do not ever use them!! read more

I'm a former ready fresh customer. I spent so many hours try to get a customer service to cancel my account. My call finally went through and I requested to close my account. The customer service person said I will receive the confirmation by email which I never received. Now I received invoice for auto pay via email. Promo brand won't let you cancel. This company is beyond unethical. read more

Forgot half of my last delivery. They promised "we will take care of it" and just never came back, they didn't charge me. I wanted water, not money. They have now rescheduled me 3 days in a row for my next delivery and had me on hold for more than half an hour with the worst recording reminding me that there is "up to a half an hour wait" on a loop for the ENTIRE TIME. Horrible service. read more

Believe the reviews! Words truly cannot express how abysmal this service is. Every month I lug multiple large glass bottles to my lobby, and EVERY month, without fail, they do not show up when they say they will. They push it back by a day, so I tell my super. Then they don't come that new day either. So they sit in the lobby all weekend, and I fight with my super. Then I bring them back up and down another time. Then MAYBE they come on the 3rd or 4th rescheduled day they said. EVERY time, without fail. I like the water, but the Primo delivery service is criminal. Customer service says they'll fix it, but its the same every time. read more

No water deliveries for the past 2 weeks!! Customer service had scheduled a delivery for today however they never showed up. They totally missed the mark when it comes to managing our expectations as consumers. The app tells you that they are on their way, but the whole day goes by without a water delivery. I'm down to my last bottle. They charged my credit card, but again no water. I don't know what else we can do because this company has no interest in improving their business. It appears that I will need to get my own bottles myself by purchasing them at Walmart. At the rate they are going, and by looking at the reviews here, they aren't going to last long. read more

PRIMO BRANDS is no better than the previous READY REFRESH. I'm trying to call& talk to a MANAGER in the U.S.A. but only get someone in PHILLIPINES. I want to close my ACCT. & have bottles P/U The service since ARROWHEAD was taken over by ready refresh has been poor at best. Why can't U.S. corps. use employees from UNITED STATES of AMERICA. Bill Andrew read more

started with them when they were ready refresh, but now they're Primo. Always unreliable no matter what the name but way worse now. Haven't picked up empties in months. Too many times our water was delayed so we needed to order 11 bottles at a time so we didn't run out. Finally, this June they delayed the water delivery twice and my family would have had no drinking water again. So I bought a brita and cancelled the service. They were supposed to pick up the empty bottles beginning of July. it's now September and I still have the 11 empty 5 gallon bottles taking up space in my house because they delayed the pick up AGAIN! This is the MOST unreliable company I've ever dealt with. Do not buy from them. Also, when I went to cancel they said to leave the water dispenser out for pick up. We had returned their water dispenser to them many months before and bought our own. Apparently they were still billing us the rental fee. So unreliable. read more

Maybe it's because they hold the water-monopoly in the area, but Primo Water is a terrible service with shady practices. Their computer system seems to never work and always seems to make mistakes or change my order. I would painstakingly ask for a certain amount of bottles, only for them to deliver a different amount. I check the sight and it changes to the amount they delivered. I even called customer service multiple times and had them change it, only for it to change back to something else. It has been a small percentage that they've ever gotten my order correct. I've dealt with it because of lack of options, but at this point I'll just save money getting a water filter system instead. On top of that, they make it very difficult for you to cancel your account! TL;DR: Their ordering system sucks + they never get the order right + They make it hard to cancel your account. read more

Got a Dear Valued Customer letter today from Bob Mason President Primo Brands. Noticed the date was June 6 today is June 30. Promising Weekend deliveries Product availability and selection Call Center enhancements Then if you need help call 800-728-5634 I called been on hold over an hour no help. My delivery gets pushed out every afternoon With zero product ever delivered They seem to have no clue how to fix their issues. read more

Horrible customer service! unable to place an order! They have no record of our account with Ready Refresh nor do they recognize our phone number. We have been a customer of Ready Refresh for three years. plan to look for another read more

Primo automatically added a delivery that cannot be canceled online when they took over a local water company. Canceling by phone is a long and painful process. AVOID PRIMO read more

If there were an option to leave zero stars, Primo Water / Ready Refresh would earn it without hesitation. For months, I have been paying for their most expensive product, expecting at the very least the basic courtesy of reliable delivery. Instead, every scheduled delivery has either been rescheduled at the last minute or outright canceled--always on the very day I was supposed to receive it. This isn't an occasional inconvenience; it's a consistent pattern of failure that shows a complete lack of respect for their customers' time and trust. The worst part? Their customer service is nothing more than hollow apologies followed by the same repeated failures. There is no accountability, no solution, and certainly no urgency. Primo Water and Ready Refresh are essentially the same company, and both operate with the same broken system. They are happy to take your money upfront but cannot provide the most basic fulfillment of the service they advertise. At this point, it feels less like a business and more like a scam hiding behind glossy branding. I rarely write reviews, but this is by far the worst experience I've ever had with any company. If you value reliability, respect, and professionalism, do yourself a favor--avoid Primo Water / Ready Refresh at all costs. read more

Warning: Stay Far Away from Primo Water This company has been a nightmare from start to finish. When the company was Alhambra, they had the best customer service. Since the switch, everything has gone downhill. I wont get into all the phone calls and emails, but here is a summary of what this last month has been like dealing with them. First, they changed my subscription to a more costly product without my consent or notifying me, nearly doubling my bill for two months. When I asked why, I received no explanation. When I asked for a refund for the difference of $191.50, they ignored my requests. Even in my communications with the Better Business Bureau, Primo has never acknowledged this unauthorized change. On top of that, they charged me in early August $121.93 over my invoice amount. After multiple calls and emails, they let me know if was for part of my September invoice. I said this was unethical to decided to suddenly change their billing policies from charging for 1 month at a time to 1.5 months at a time. I requested the invoice multiple times and they have repeatedly told me I can't see the invoice until September. I certain they overcharged me on this one too. I repeatedly asked for billing transparency and an explanation of the charges. My contact, Darcy Amin, ignored those requests and has never acknowledged the overcharge. After weeks of asking, I still haven't received a clear response or a proper refund. Instead, I saw a small "credit" on my account, which isn't even close to the amount in dispute. I made it clear that I wanted a refund, not a credit, since I will not be continuing services. Because of their refusal to provide invoices, their unauthorized changes, and their attempts to keep money owed to me, I had to cancel my card to prevent further charges. I cancelled my services last week and scheduled a pickup for my dispenser and bottles on Thursday evening. No one showed up. No one notified me. Everything sat out on my porch overnight. When I called Friday evening, I was told my pickup was rescheduled for next week with no explanation for why I wasn't informed. I explained that the equipment could have been stolen, sitting out like that. Their response? If it's stolen, I'll be charged the full cost of the unit and bottles. I asked for an earlier pickup since I had already moved other things into the storage space where the equipment was kept. They told me that wasn't possible. So at this point: * They changed my subscription without consent and nearly doubled my bill. * They overcharged me and won't refund me. * They ignore customer concerns and refuse to respond. * They no-showed on my scheduled pickup and then threatened to charge me if their equipment (which I had to leave unsecured) gets stolen. Advice if you're dealing with Primo: 1. Document everything (calls, emails, charges). 2. File complaints with the Better Business Bureau, the Connecticut Department of Consumer Protection (where the company is based), and the FTC: reportfraud.ftc.gov. 3. Don't bother with California agencies because Primo is based in Connecticut, they can't help you. So far BBB has been helpful and Connecticut Department of Consumer Protection has started an investigation. read more

THEY OVERCHARGE EVERYTHING I am paying like $70 per delivery or month, when I can get these bottled water 5 gallon at WATERIA here in telegraph road for $30 in alkaline water for $7 regular water. And once you forget to skip delivery they will deliver more than you required them so it was just an overkill, like charging you more than you can use. Online help or support is not even working. Their website SUCKS read more

terrible service... delayed deliveries. Claims of delivery when I've received nothing but still charged. delivered frozen bottles... horrible read more

Utterly trash company, they have you wait on hold for over 25 min, nobody speaks English, they skip deliveries and never let you know, over charge you. They botched their merger with Nestle and Sparkletts and whoever is in charged should be replaced immediately. read more

Terrible, unreliable and incompetent service. I've had a problem with EVERY delivery thinking at some point, it should be better, it must get better....but alas not! Missed deliveries, false deliveries, broken bottles, lip service, no pick up of empty bottle, lots of "we are sorry" but nothing happens and service still sucks! Truly the worst. Stay away!!! read more

This is a scam and most unsatisfactory experience I've ever had!!! I was approached in Sams club by rep for primo and now I cannot cancel my account after they missed intial delivery!! I would look at reviews for PRIMO!! 2 hours and they wont let me cancel put on hold now 2 hours read more

GREED. Since the Nestle merger with Primo and Crystal Springs in Fall of 2024, the quality of the bottles have gone DOWNhill (they leak), prices have gone UP (and not just for delivery - that would make sense) but even for renting the same old dispenser. I cancelled after 7 years a customer with Crystal Springs, that is, after finding the correct active website for those who started with Crystal Springs and had to find my NEW account number that they assigned me. Fun times just to cancel. And, in addition, for anyone else wanting to cancel, be sure Nestle doesn't keep your info, including credit card number on file, because they will sell your data: that link is here: http://www.primobrands.com/my-data-requests read more

1 but if Yelp allowed me to give 0, I would. Primo Water is an absolute nightmare of a company. Do yourself a favor and RUN the other way. They are incompetent at every level. They delivered to the wrong address multiple times, and then had the audacity to charge my account $81 FOUR different times in a single month. That's not a mistake -- that's theft. Their so-called "customer service" is a joke. You get routed overseas to people who sound like robots reading from a script and who have zero power to actually fix anything. Every call was a waste of time and left me more frustrated. Even after I canceled my account, Primo kept sending bills and trying to deliver water to my house like nothing ever happened. It's beyond ridiculous. This company is shady, unprofessional, and completely careless with customers' money and time. If you're even considering signing up, DON'T. You will regret it -- just like I do. read more

I've had Alhambra water thru Costco for about a decade now. Since Promo Brands merger, it's been a disaster. 100% I want to cancel, but they don't answer phone or respond to emails or chat. I'm spiteful and will see them in small claims court if Costco can't help me with canceling. The water vending machine at my local supermarketwould be more convenient than a company that misses delivery after delivery, charges for services and product not rendered, NEVER ANSWERS THE PHONE OR RESPONDS TO EMAIL, and loses your credit card info for autopay no matter how many times you set it up and get confirmation that everyhthing is in order. read more

Randomly skips deliveries with no resolution - They consistently promised and then skip deliveries, charge twice the price of the water in delivery fees, and while charging $100 for equipment cleaning. Customer service repeatedly promises management follow-up that never happens. Despite receiving 'out for delivery' notifications, the water never arrives, and no one shows up to resolve the issue. - If delivery is important to you, I would skip them. read more

We started with this company through Sam's the first of July. We received the machine and the first 2 bottles of water with no issues. Since the nada, zip, zilch. We have called customer svc numerous times, have been given several excuses and empty delivery updates. Today the talking head said there was a problem with route and a critical water shortage. Really, a water shortage? I can go to Walmart and buy water by the case/bottle, but, the deal was to deliver it every 2 weeks. We have been given the phone number of someone in Ga, supposedly the delivery person to call. We'll see how much bovine excrement he comes up with. read more

Worst water delivery company ever their apps don't even operate properly when you're trying to schedule things and then over schedule water and then charges you for it as well never will use them ever again stay away from them, especially due to the amount of better off just going to the store read more

Completely unreliable delivery and customer service. Every merger creates a worse company.

If I could give zero stars, I would. My first delivery of 78 cases went smoothly without any issues. However, my second delivery--scheduled two weeks later--was a completely different story. At the last minute, I received an email claiming, "We stopped by for your delivery, but no one was available." This was simply not true. Instead of being honest about why they couldn't deliver, they used the same excuse again when the delivery was rescheduled two days later. The repeated lack of transparency and accountability was extremely frustrating. I would have had more respect for this company if they were upfront about the issue instead of misleading their customers. Would not recommend this company at all. read more

Sentara Moore Been using Ready Refresh for 5 years switched to primo brands they have been awful !!! Charged me twice called customer service and sent emails several times no refund and refused to get my water. Spoke with a manager was okay to cancel the service but not refund my money they are a scam of a company! read more

Avoid this company at all costs. They send unauthorized items and charge your card without permission. They even used an old card on file and hit me with a $500 charge for no reason. The PRIMO brand is nothing but a parasite on the nation's water delivery service. I cannot express strongly enough how much I recommend staying away from this company. read more