The worst experience at all levels. Never had one delivery on time, customer service is on line in Manila, Philippines. They have no idea what they are doing. The local customer service is barely ever available after more than an hour hold. They overcharge, they don't deliver on their promised perks when you sign up. STAY AWAY FROM THEM. read more

First I was with Arrowhead, no problem, then they sold to Readifresh, no problem, now, after 13 years with prior companies, I get stuck with Primo. This the worst customer service EVER. I am extremely disappointed. My cooler has been plugged up for the past two months, which I scheduled a regular cleaning to clean and unplug. It is now two months later. No service. Worst of all, I kept getting hopeful emails continuously rolling the service date to the following day. I work! I took time off work to be there at the appointment made initially. No show, just rolling dates to reschedule. This went on for 2 weeks. They deserve the one star!!! read more

it is a scam! do not enroll! they have a class action lawsuit and continue the same behavior! you have to jump through hoops to cancel, and they fraudulently charge unexpected fees, while neglecting to reimburse the deposit as promised! DO MOT MAKE THIS MISTAKE read more

My experience with ReadyRefresh was nothing short of a nightmare. From the start, their customer service has been appalling. The main phone number rarely works, and when it does, you're stuck waiting endlessly just to speak to a representative. It's an absurd and frustrating waste of time. The app is another major pain point -- full of bugs and consistently malfunctioning. It's unreliable, glitchy, and clearly not maintained with care. For a delivery-based service, you'd think a functional app would be the bare minimum. Now let's talk cost. Each delivery comes with a $13 fee -- not including the tip for the delivery driver -- making every drop of water you receive outrageously overpriced. Honestly, if you're trying to get value for your money, this isn't the service for you. But hey, to each their own. The real kicker, though, was when I canceled my service. I spoke directly with a representative, confirmed every aspect of the cancellation, and was assured I'd be refunded my $20 bottle deposit, and that no extra charges would apply. The bottles, by the way, were returned in perfect condition after just one month of use. Weeks later, I was hit with a surprise $50 "recycling fee", and of course, my $20 deposit? Never refunded. It's ridiculous. It's dishonest. And it's just plain bad business. ReadyRefresh has one of the worst customer service experiences I've ever dealt with, and the whole system feels like it's designed to frustrate and nickel-and-dime you on the way out. read more

To whom it may concern, We've been long-time customers of ReadyRefresh and have never experienced this level of disorganization until the recent merger with Primo. Our scheduled water delivery has now been delayed multiple times--first Tuesday, then Thursday, then Friday, and now it's showing Monday. This is the exact same pattern we experienced two weeks ago. We've already paid for this service, and yet we continue to be left without water in our office. This is unacceptable, especially considering the number of people relying on this supply daily. Please resolve this issue immediately and ensure we receive what we've paid for. If this level of service continues, we will be forced to look for a new provider. read more

This place is a joke and a scam, if I were to skip a delivery they will still charge you, than all they say is we don't do refunds they will credit your account They never credit your account They have been giving me the run around for 6 months Finally closed my account and they offered me a 20 dollar refund, Do yourself a favor DO NOT USE THIS COMPANY read more

No Stars! Horrible service. Delivery has been postponed several times since June 30. It's July 22 and we still haven't received our water delivery. The quality of the water isn't anything special. It's just water. read more

After the Merge worst exprience ever! No one knows what s going on . I miss Sparklets. Will need to find a new water delivery

We had Sparkletts and loved them, when Primo took over we had nothing but problems, missed deliveries, no communication. I called customer service about them changing our delivery dates without letting us know. They cancelled my account twice. After several failed attempts I eventually cancelled our account. They never came to pick up the empty bottles or the dispenser but continues to send me a bill for them. read more

Since the company switched from Sparklette's, this is the worst service we have ever received. they screwed up our billing multiple times and charged us for their mistakes; their customer service gives nothing but the standard statements, and they apparently have no one with authority to fix our account after they screwed it up and we have contacted them over and over for months. read more

I HATE this company. With a deep fing passion. They get my blood boiling every time. Every time it's something new. They have made secret accounts under my name that I had to pay hundreds of dollars to get out of that account. Now it's a second machine they've been charging me months for. I hate you primo. I hate you with a passion. You are on the top of my hate list. Negative stars. read more

Terrible delivery. Sends me message out for delivery and they never come. .....................................

A total mess! I have yet to get one single delivery, constantly gets "rescheduled", it takes almost an hour to get anyone on the phone. I have issues with pick up of empty bottles from when I had Primo, canceled them, just to end back up with them at Ready Refresh! I am owed a refund for the bottles but again, I can't get pick up or delivery!! Paid $99 for nothing, as I am gonna end up canceling this place altogether, they just get worse and worse. I am SO over this unorganized, unprofessional company! read more

Primo water driver delivered water today to my house, I requested 4 bottles he did brought 4 bottle but I had more than 4 bottles empty, so the driver decided to pick up 4 empty ones and left behind rest at my house...I don't understand how Primo Water has people working like this, this is unacceptable read more

Primo Water - The smart driver - Water Stores Near Me - Placerville, California

The worst customer service! No delivery for a month but 25 charges on my AMEX bill just for the month of July. After being on hold for 45 minutes they tell me they don't see the charges and can't do anything to help. I hate these people read more

If I could give it zero stars I would. They suck! I have tried 3 times to cancel, we now have filtered water in the frig and it tastes better!, and have the empties picked up. It takes over 1 hour to get someone to answer the phone and then they schedule sometime and don't show up! I am tempted to trash everything! read more

Take your business elsewhere. This company is terrible. Readyrefresh were fine before they merged with primo. Then everything went downhill. Never deliver when they're scheduled to. read more

They should offer "0" as a review gauge. That is what I would give them. Had Ready Fresh for years and never had one issue with them. Primo takes over and the customer service and delivery schedule went downhill rapidly. There is no central phone number that you can call, you get forwarded from one answering service to another. Then when you send an email, it takes five business days to get a response, if you are lucky! During the hottest time of the year and heat waves in my region, I had to go without a water delivery for five weeks due to their negligence. A family member purchased 5 gal bottles from a grocery store for me, hence more bottle deposits. I have had several wonderful water delivery services through the years due to moving. I have never had an experience like the one I had with Primo. STAY AWAY! read more

signed up for service 6/10/25. They delivered my dispenser and three water jugs on 6/12/25. Awesome fast service until water jugs were out and we haven't received anything for a month now multiple phone calls multiple emails. Promising the next day. The next day the next day finally just canceled on Monday 7/14. Told them to come get the dispenser and empty water jugs lady said she canceled it and they'll be there Tuesday to pick it up. Well they didn't come called again person I talked to said my account was not canceled and now they're coming to pick everything up supposedly tomorrow again. They should not be accepting any new customers until they get their act together. This is ridiculous. read more

Do not use this company! They will continue to charge you for services via auto pay. Impossible to cancel services!

That water delivery service was terrible and that you had to be careful. They will bI'll you with the delivery service that did not do, be on the lookout. Watch your monthly bill carefully. read more

Don't be fooled by the "deposit" on these bottles. Primo makes it nearly impossible to get your money back once you want to stop using their service. Retailers will sell you the bottle, but they won't refund the cash when you return it. It's a one-way street designed to keep your money. Go with a different service if you value transparency. Water is hit or miss mostly miss and after they acquire a competing company it is nearly impossible to get water from the acquired company. read more

Primo's incompetence is endless. After cancelling my service on 7/1/25, as my water delivery was rescheduled 7 times in 7 days, all without notice, Primo stated my 8 empties would be picked up on 7/3. They never showed up. On 7/1, I told them their 8 bottles were still in my driveway, they rescheduled the pickup for 7/12. A few minutes ago they arrived and to my surprise they were delivering 8 bottles of water. The driver did not know that he was supposed to pickup and not deliver anything, he stated there were no notes/directions etc on his delivery schedule. The Good News! I started a new service on 7/1/25 with H2o who delivered 8 bottles on 7/2, they stated they are now happily providing service to hundreds of Ex-Primo customers, with more calling everyday. read more

Confusing, dates get scheduled, robo calls received to remind me to leave bottles out. Bottles remain, and no delivery. Try to upgrade equipment, by trying to use the chat function, chat broken, forced to use the number. Call the number wait on hold for over 35 minutes to no answer also while it tells you the whole time to use the chat function. Send them an email, no response either. Has the app never not been under maintenance? My driver is great though, I'm sure he gets hassled all the time for all the bogus dealings of Primo. I feel for him more than I do Primo. You'd think having a rating of 1.1 stars here would be a concern for them, but it clearly isn't. Things are still continuously breaking, and I'm not sure if there is any actual plans for recovery or if they're intentionally destroying both their brand and reputation to ease their supply chain by driving their customers away with the terrible customer experience. I want to give them more money, but they don't want it. They also don't appreciate those that came before me through acquired means. The amount of products they offer is great, but it'd be better if they could actually get it to their customers. Dark times being a Primo customer, I should have done more research before starting services with them. read more

On April 17, 2025, while accepting a paid delivery from Primo Water, one of their 5-gallon glass bottles spontaneously shattered in my hand -- right in front of the delivery driver. It sliced through my dominant hand, sending me to the ER for stitches and follow-up care. I now have a permanent scar and lingering physical and emotional effects. My total medical bills exceeded $16,000. Even after sending them full documentation and cooperating in good faith, Primo (and their insurance) only offered to reimburse my out-of-pocket costs. Nothing for the pain, injury, or ongoing impact. No real apology. No compensation for the long-term consequences. Just silence and red tape. If this is how they respond when their product injures someone, I think people deserve to know. read more

If I could use zero stars I would. Primo water took over crystal springs and it has been nothing but problems since. Our very first delivery was 3 weeks late with temperatures over 100. Customer service repeatedly guaranteed that it would be delivered and yet every day it was rescheduled for the next day. Every time it was rescheduled I had to call to follow up, this is a business and we can not be without water for our employees. Every time customer service and the supervisors would make promises and give discounts but still nothing happened. Once the delivery was finally made and the bill was received Primo Water did not keep any of the discounts promised on my account. I spent over an hour on the phone getting the promised discounts and had to argue with customer service just to get those. Now we are at our second delivery with Primo and we are now 14 days late on delivery. I have called every day go straight to supervisors and no matter what is promised we have yet to get our delivery. One customer service agent said it was because we had a large delivery. How can a water company not be able to deliver 20 bottles to one commercial location once a month. Crystal springs had no problem making the delivery every single month. If you can not do your job then you should not buy up every other company who delivers water!!!!!!!!!!!!!!!!! read more

OMG! Where do I begin; I was told delivery would be in two days . After waiting all day I called customer service who said they had up to six pm to deliver; well they were a no show. Two days later I received an e-mail saying they will deliver the dispenser w/water next week. I had to cancel that order. If you cant deliver when say someone needs to call and say something . My time is just as valauble.! Who has time to spend sitting around twice waiting for a delivery. Also, getting through to customer service was a nightmare. THINK AGAIN before making a purchase. read more

After their recent merger, suddenly our invoice went up, including a brand new $6 paper invoice fee. We decided to cancel. Waited hours on the phone, kept on getting redirected to a website that didn't work. Finally cancelled, a pickup window for them to come get their equipment from 10-2 was arranged. On the day of pickup, they cancelled and rescheduled to a different day when my office is not even open. And they insisted on an 11 hour delivery window (7 am to 6 pm). Waited around all day for them to show up, only to get another rescheduling notice at the very end of the day. This happened four more times. THEN after they had picked up the equipment, they tried to bill me additional rental and late fees, which were directly caused by them constantly rescheduling the pickup date. Unbelievable. Wonder how many people who are on autopay and not paying attention are going to get screwed. read more

If I could give zero stars, I would. Primo Water, through Costco, has been the worst delivery service experience I've ever had. While the idea of fresh, cold water at home is appealing, the actual service is a disaster--and the cost multiplies when you factor in all the time wasted on failed deliveries, broken equipment, and endless calls to customer service. In just seven months: I've had six missed appointments--no call, no show. Despite specifically requesting no more than two bottles, they repeatedly overdeliver. I now have three non-working dispensers, all being charged monthly, even after multiple attempts to get them picked up or exchanged. Of the dispensers: one doesn't work at all, and two dispense scalding hot water, causing burns and blisters. Customer service is useless--long hold times (enjoy Beethoven's Fifth on repeat), repeated promises, and absolutely no follow-through from the local branch. I've stayed home for appointments that never happened. I've called repeatedly, only to be ignored or misled. Even canceling the account hasn't worked--they confirmed cancellation, but continue to bill me for broken dispensers. Never again. Avoid Primo at all costs. read more

My water company (Sparkletts) switched me to this service and it is AWFUL. My delivery date is continuously pushed back. My deliveries are marked as not delivered per my request, when I made no such request. Water bottles are randomly delivered with no notice, just me walking out of my apartment and seeing a water bottle. I signed up to receive text message updates about my deliveries and haven't received a single text message. I will be looking into finding a new company as soon as possible. read more

I'll start by saying my delivery driver is top notch, he would rate a 5+. But the customer service at this place is disgusting! No phone number in my portal, don't answer email and their chatbot is useless! Definitely looking for other delivery options for my business! read more

My water delivery was changed 7 times. I haven't received water in a month. This has been happening for 4 months. My last delivery didn't arrive for 6 weeks! If I had an option in my area to switch companies I would. How come this company can't make deliveries twice a month? Instead I have to go get my water from food Lion at twice the cost!! read more

Absolutely poor service since the merger. Missed deliveries, leaving more and sometimes less than what I ordered, and customer service is a joke. I went from paying a one-time bottle deposit to paying a monthly bottle deposit with no notice whatsoever. I wish I could find another water delivery service. read more

Worst company ever! I cancelled my account in August because of service issues, and they have still not picked up the equipment AND continue to try to charge me. So ridiculous! read more

Worst company I have ever had to deal with. They cancel and reschedule deliveries constantly and then they leave the empties and want to charge to come back and get them when they screwed up. read more

Primo Water - Left the empties. They are in the same spot I've been living them for years. - Water Stores Near Me - Placerville, California

This company has the worst customer service I have ever experienced. They are unprofessional and can never keep to any delivery dates stated. Please do yourself a favor and avoid them. read more

THEY DESERVE NO STARS!!! DO NOT CONSIDER THIS SERVICE!!! Since they merged, they have proven to be INCOMPETENT and DISMISSIVE! There is no way to contact them, and if you do get through, they will scam you! Deliveries are ignored and you will have to go buy water somewhere else. At the very beginning of the service, 'The Honeymoon Phase', where you are treated right, the deliverer might ask you to please not deliver so many bottles (6) at once because he hurt his back before he got your route. He will convince you he will pay the extra delivery if you order twice a month instead of once! Then the company never compensates you and BOOM another delivery charge! I had enough of this crookedness! In June 2025, I closed my account and had them pick up their trash (bottles and dispenser). NOW, Sept. 2025, they are charging me, late fees, stupid fees, incompetent fees, and with a threat that they will ruin my credit if I don't pay! They are the worst business EVER!!! read more

If I could give minus stars I would! If you value your sanity and your money, NEVER deal with this company. They are the most incompetent company I have ever dealt with. I have been trying to get them to pick up their equipment from my business for 6 months. When I finally managed to speak to a human being, they set up a date for pick up, and keep rescheduling. I have had 3 rescheduled pick ups in 1 week! Still waiting. read more

Horrible service. We were with Sparklett and it is good but since it was bought out, we are company that uses 12 5-Gallom water during winter every 2 weeks. Summer am we are out of water for a week now. they keep moving our delivery date every day. Called their custonmer service last week: "We are closed and call during business hours" and I was calling at 11:30am which is in their business hours. Finally spoke with someone 2 days agao and still no water today and move on Monday (Thursday today)! read more

I would give 0 stars if I could. Terrible customer service, you call and usually have to call 2-3 times without being hung up on. I cancelled service for one of my offices on June 2, still have not picked up their equipment. Don't follow through on anything. They charge your card and set you up for autopay without permission. Was on water delivery for an office, don't take the empties and then just keep delivering jugs of water when there is water there, now yes, the staff should have said no more, but when they are busy, they can't always talk to the guy, but common sense tells you that when there are 20 jugs of unopened water there WE DON'T NEED ANYMORE! Couldn't get rid of them fast enough. Apparently, still can't because they won't pick up their equipment either. Chat is useless, don't return emails and phone system is the worst. read more