They skip delivery to my office over one month and now I am out of water. I try calling but no available. I have been using their water over decades and I may have to cancel after all this year. read more

Primo acquired my prior water delivery company and since then they have not shown up at least 5 times for water delivery. They are the worst and you can't reach anyone by phone. Avoid Primo! read more

I wish, I would give ZERO stars! Sparklett's water service has merged with Primo Water and now they go by the Primo Water name. I will start by saying that Sparklett's water offered excellent service, and I never had an issue with them. The problems started when Primo Water started the transition with Sparklett's Water. This review about Primo's awful service. I do have to say that Primo is great at apologizing but not good with resolving issues. My son was moving out of his college apartment. He needed to be out by May 16, 2025. I called on April 22, 2025, to schedule the pickup for a water dispenser and the empty water bottles. I scheduled pick up for May 15, 2025. I was told that I would be provided with a window of time for pick up the night before May 15th. At 7:15 am on May 15th I received a text and an email stating that the pickup would occur between 7am and 2pm. My son was at the apartment, so the late notice was not a problem. On my online account it stated that the pickup window of time was 5am to 2pm. At 1pm I called because we were starving and wanted to leave to get food. I was told that they could not provide a better estimate. Then 2pm came and went. I was told to wait that they were coming. On May 15th, I made 24 calls to Primo water. One time, I was on hold for 90 minutes. The situation was escalated, and I spoke to multiple supervisors none with a real solution. When I suggested to leave the items outside the door, I was warned against it and told that I would I have to pay at the very least $160 for the dispenser. By 5:00pm I was told that I was it would not be picked up. On May 16th the final day my son would be in the apartment I called first thing in the morning and explained the entire situation. I was on hold for 2 hours until a supervisor was available to speak with me. Again, she apologized. She asked me to take the dispenser to my house 45 miles away for Primo to pick up there on May 29, 2025. She was surprised that I was told not to leave the items outside. She said they encourage it. She said that customers aren't responsible for items damaged or taken when told to leave them outside. She said she would be writing in her notes that I would not be responsible for damaged or stolen items. May 29, 2025, came and went without a pickup. Another pickup for today June 3, 2025. I called yesterday (6/2) to confirm and was told that there was a pickup but that it had been cancelled. I NEVER cancelled it. The representative on the phone did not know who canceled or why. This morning, I lugged the heavy dispenser from my garage (I have a bad back) and the four empty bottles and left them by my front door. I can see from my two camaras that the dispenser and bottles are still there. I have been on hold for 18 minutes waiting for the Primo representative to answer and tell me they are sorry, but they will have to reschedule the pickup. The Primo representatives and supervisors have been an experience some have been nice, but others really don't care. People have told me different things and provided alternating instructions. I put in a call to my lawyer to see if there is anything we can do. At this point Primo Water owes me storage fees. It is 5:36pm and a representative finally answered. I reviewed the entire story with her, and she has apologized about six times. We are now rescheduled for June 11, 2025. From April 22 - June 3, 2025, in total I have made 144 calls to Primo just to try to get them to pick up their items. I have been on hold from 30 minutes to 2 hours. I have been hung up on and put on endless holds. If you are contemplating going with Primo Water, please don't save yourself the aggravation. read more

Nonexistent customer service. Every delivery is a week or more later than scheduled. Deliveries are bumped 2 days at a time and without notice. They regularly deliver busted bottles, and each time I get to wait on hold for an hour just to be told that it will be a couple of weeks before they can replace up the busted one... Since setting up service, I've pretty much constantly had a busted 5-gallon bottle laying on its side on my floor waiting for someone to actually do their job. read more

Terrible water service. I have not received my water in 3 months. Just keeps getting pushed to the following week!

Complete waste of time. They promise you and confirm something but it never happens. Just got rescheduled for the sixth time even though 4 consultants said I will receive my order for 100%.... what a joke read more

I had a delivery of four 5-gallon water jugs from Primo. My standing delivery instructions clearly state the water should be delivered to the rear of my house. Instead, the order was left next door at the bottom of my handicapped neighbor's stairs, blocking her way out. This is completely unacceptable. I pay for delivery so I don't have to carry these heavy bottles--if I have to move them myself, I could just buy them from the store with no delivery fee or tip. This was careless and inconsiderate, and it created an unnecessary hardship for my neighbor and me. read more

I have a problem with the delivery ever since they switched from ready for us to Primo in June. I've been having issues having my water delivered. Every time they scheduled me for a date they rescheduled me for another date. Every time I call customer service they tell me we can give you a free bottle of water or we could waive the delivery fee at first. I was fine with that, but it was constantly the same thing over and over and over again. My water was supposed to be delivered on July August. I'm sorry August 8. I OK and today is August 14 today's August 14. I called them today because they guarantee me my water to be delivered now five it was 515. I called customer service and was like what's going on with my water. You guys said that she was gonna deliver it before five I checked my account and it was rescheduled to August 29 so when I called you guys and I spoke to a supervisor I was tired of talking to a representative. I spoke to a supervisor and they were like oh we can't do it until August 25. That's the latest the earliest I said no that's ridiculous. You since I've been going through this crap with you guys since June Cancel my account and come and pick up the bottle of waters. know the supervisor nerve to tell me OK we can schedule the water pick up on Monday so wait a minute you the empty bottles of water to pick up on Monday but you can't deliver my of water so I'm really pissed off at this company, you a piece of crap and you guys are not here to help the customer. You just need to make money because simple fact is if you switch contractors, you should've had your poverty straight. I needed my water and I was willing to wait and wait for you to send me a for you to have information on my delivery that was supposed to be delivered today and then all of a sudden rescheduled to August 29 that is ridiculous that 3 1/2 weeks from now. read more

I have had water delivery that I purchased originally through Costco for a decade now. Originally it was delivered by Alhambra-then it was Primo Water (I think) now with this recent merger it's "Primo Brands." For past three months, it has totally gone to shit. Ever since the Primo Brands merger. My auto pay keeps canceling, nobody EVER ANSWERS THE PHONE. YET, I KEEP PAYING DELIVERY FEES-WITHOUT ANY F'ING DELIVERIES!!! In fact, I feel like I am forced to cancel because I'm not getting deliveries and I'm still being charged delivery fee fees and nobody answers the phone and all I get from customer service email are automated replies. Literally the biggest POS company I've ever dealt with. Which is sad, because for the last 10 years, everything was fine. Primo brands can go GFTS. read more

Deliver water when you say you will deliver. I don't know how they make money. It's certainly not by delivering water.

If zero was an option, that's what I would have selected. Since they bought out our recent water supplier, we haven't had a delivery in two months. Customer service is a complete joke. not sure how they remain in business. Highly recommend using another water company. read more

As a business customer of Readyrefresh for over 15 years, I am beyond disappointed of them merging with Primo. My water delivery has been reschedule for the past two weeks and its impossible to get someone on the phone. I spoke to the representative who assured me water would be delivered this Friday and i Just received an email that its been reschedule again to Monday. I an switching to a different company and moving both of my accounts. read more

On my delivery day I put out my empty bottles like I always do. Later in the day I get an email saying that I had canceled my delivery which I had not. I have not had a delivery since. I have tried to navigate my account to figure out how to get my water and it's useless. Chat bots and links that send you in circles. I have been a long time sparklets customer and always had excellent service. I feel bad for the drivers and the good people who have been caught up in this mess. I assume that Primo is attempting to go bankrupt. read more

We had not received our water for about two weeks and then we received a notification we would get our delivery yesterday that didn't happen, got a notification it would be delivered today first by 2 pm then it changed to 6 pm it was 6:14 and nothing. read more

I originally had Primo Brands but moved to Ready Refresh because Primo constantly moved or just skipped without advising me. I have had Ready Refresh for a while and before they were acquired by Primo Brands, Ready Refresh was great. Delivered on time every time. Now back as Primo Brands they are constantly missing scheduled deliveries and moving the delivery, this time from Friday to Monday. we will see if they actually deliver Monday, it is a mystery. read more

I had horrifying experience with this company ever since Sparkletts were merged with Primo, customer service is useless and there is nowhere to message them, they delayed my dispenser replacement for over a week and when I checked my online account it shows its been exchanged. Tried to call and was put on hold for hours, she never came back.... read more

I was a customer of Sparkletts water delivery, which was recently acquired by Primo brands. Since then, it has been a nightmare, with missed deliveries and recurring delivery delays. It is impossible to cancel your subscription online or reach anyone on the phone. To add insult to injury, after a long wait I was transferred directly to their automated survey and and dumped, without every speaking to a customer representative. I've read online about mass layoffs following the merger - corporate greed at its worst. read more

Let me add my voice to the dozens of horrified customers. I never signed up to do business with these losers and neither should you. They keep buying out smaller companies that I do business with and then I am stuck trying to cancel my account with them once again. They have missed three scheduled pick up dates. HORRIBLE, INCOMPETENT, IMMORAL company. Hands down the worst customer service I have ever dealt with. It is infuriating. read more

Missed deliveries and long call wait times. Rescheduled my delivery a dozen times and them just never delivered our refill waters. Canceling service. Absolute worse merger ever! read more

Absolutely Awful Service! delivery late every time. no notice. communication is sub par. cancelled account. Do Not recommend. stay away.

Primo water is becoming a garbage of a company . It's just a mess. I don't even get notified when I get delivered. I get deliveries once a month.And my driver only gave me four bottles.I usually have between eleven and twelve. And it's so hard to complain or talk to a live person, because the options that they give you are never the ones that you need. read more

This company is a scam. They don't allow membership cancellations on their website. Instead, I need to speak with "specialist", waiting on the line for over 45min. Shady, scammy, will never use them again and highly encourage you to do the same. read more

This is my second primo water dispenser. I have the bottom load with the hot, cool, cold option. When this thing works, it works. But then it doesn't. They only last about a year, if that. I asked for help troubleshooting for issues and got a reply something like "sorry, if it's been a year you're sol" read more

The review is more for Costco + Primo water service. The Primo rep had a stand at the South San Francisco, CA costco on November 7th. They were promoting a $50 costco gift card, and all you needed to do was get two deliveries of water at Costco's expense with a $20 deposit that you'll get back once you canceled the service. Too good to be true? Yes, yes it was. The rep original explained that I would need to sign up for the service, get two deliveries of the water that Costco would cover (but also repeatedly said "we'll cover it" through out the conversation), and after the two deliveries I would automatically get a Costco gift card, but I had to wait after the two deliveries. That I needed to include a cc were only $20 deposit would be charged, and I would get back once I canceled and returned the water bottles. I even asked her many times if there was anything else or hidden fees that I would be charged later on, and she with a straight face said no. We'll I received my first delivery last week, and the day after I got a $49.97 charge. I've called customer service to ask why the charge if "costco/they'll cover this" they've apologize for the misinformation but they don't have a promotion like this. They have a partnership with costco for a lower cost in water $15.98 for 2 jugs, the $20 deposit, and $13.99 delivery fee (that I was never told about) and there wasn't anything else they can do. They offered a free delivery fee for the next delivery (which I'm not interested in continuing), but all they ended up doing was canceling the service and said they'll return the $20 deposit even though the water hasn't been touched and will remain outside until they pick it up. I decided to write the negative review so other people are aware of this scam that happened inside Costco by Primo representatives. read more

I used Primo's service for years until they finally drove me away with missed deliveries, wrong water delivered, wrong amount of water left, and a 40 minute wait to speak to customer service. read more

If I could give 0 star I would. We have not had service since 2018 and then all of a sudden we receive a bill for $30ish for delivery service. I contacted them by phone and they reversed the charges. Then we received another bill for another date. For any company to do this, they must be struggling or desperate to defraud consumers. To date, they are adding fees + late fees despite us never reinstating the service. Stay far away from this company. read more

This has to be the worst ran company I have ever delt with. Even worse customer service. They will NEVER come to your home or office to deliver water. We just cancelled services with them, and they came to pick up their coolers and took our new water cooler that was not even theirs. I can not get anyone on the phone to try and get our new water cooler back! They are liars and thief's. Management had me waiting over an hour on hold and I still never got the issue resoled. read more

Primo water can't deliver water, they haven't been by our office for over a month now. You can't count on them to do what they say they will do read more

They are the worst company ever! Switch deliveries without notice or just do not show up at all! Their customer service is pathetic and they do not do anything to remedy the fact that they never show up. read more

They are horrible, started off great then went to shit. Rep was at sams club talked me into the cooler told me wont get charged shipping since im a sams club Member. after 2 months they started charging me shipping called they supposedly refund me the shipping never did then my shipment started getting delayed kept telling me that'll be shipped out the next day the next day next day no delivery then when I called they told me that they ran out of water inquired about the delivery charge that I shouldn't be charged. They said that there was nothing in there and then I have to contact Sam's Club when it was a rep from the company at Sam's Club. told them to cancel my membership. I'm not paying that. He said OK fine switched me to someone else to cancel and then they disconnected me and now I looked on their website and states that they're picking up my cooler and empty water bottles, which is fine with me, but I will never go with Primo Water company again so if you wanna get ripped off and lie to then order from Primo Water. read more

Like others, I enjoyed Ready Refresh but since Primo bought them, we haven't had a delivery on time. We keep running out of water and purchasing more at a grocery store is just adding to our costs. I'll be looking for an alternative. read more

never deliver on time or at all. they missed 3 deliveries but still billed me for it. overpriced for the service

Prirmo Brands has been a total nightmare for my business. My last delivery was in May and I am supposed to get deliveries every 2 weeks for my business. They cancel and reschedule every delivery and I was supposed to get one today and now it says tomorrow. I have called and waited on the phone for hours to speak to someone and if I get a customer service rep., they tell me all is well and schedule a delivery that gets changed or doesn't come....WTH is going on??? AWFUL COMPANY ...If I could give them a zero, I would. read more

Worst service!!!!!!!!!!!!!!!! Have not received water for months and when you call you wait for an hour and a half to speak to someone.

SCAM!! Ordered like a month ago and they still wouldn't deliver my water. Cannot reach customer support either.

Absolutely horrific service. if I could give 0 stars I would. missed water delivery dates. such long wait times. they rescheduled multiple times. talked to Costco to have them reschedule since there is a dedicated customer service if you ordered through Costco. almost 4 weeks no water. I will be canceling if I ever get ahold of the correct customer service. read more

I'm honestly shocked that this company was able to acquire ReadyRefresh. ReadyRefresh used to be a fantastic, reliable company with great service--and now it's been taken over by Primo, a company I had already dealt with and left due to their terrible service and shady practices. Primo is the definition of a conman operation in my experience. I immediately canceled my membership as soon as I found out about the acquisition and am now looking for a new provider. Very disappointed in the direction this once-great company has gone. read more

This company is awful. They never deliver on time. Then they schedule another day and still don't show up. We are on our third delivery day reschedule. Mean while we need to go out and buy bottled water while waiting. we will be canceling services. read more

This new Primo company is horrible. I've been on autopay for 3 years since I opened my account. They ask me to update my credit card and I did on the app.before card expiration. They didn't charge it and then I got a late payment notice. I checked the app, updated credit card is there! . This is all happening during company having been bought out, so, is their system not working ? I also noticed 4 extra bottles show on my account, meaning I have not gotten credit for returning them. First call (25 minutes on hold), they ask me to authorize (again) autopay and charge the card. And this time I'll have a 3% charge for using my credit card! I demanded to have any finance charges for late payment removed as the mistake was on their end. The are patronizing "this is a one time thing", well you did t charge the card, so it's on you Primo! Call again to resolve the missing credits for 4 bottles. They say las invoice had a credit, so may be it's the system and not that they owe me any money. I can only see invoices back 3 months and I don't have a credit in May, I'm sure missing in others. The rep says he'll lower the number of bottles on hand in the system but won't give me a credit. Well, I don't trust them now, so I decided to cancel. IMPOSSIBLE to cancel on the app. You have to call! 30 minutes holding and then they say they would give me a $50 credit to stay. Too late. Then, they say they will send request to Jacksonville and it will be confirmed in 72 hours. WHAT?! Now I see a large charge in my credit card and no invoice to match (I had already zeroed out my account)! I guess I'll have to waste another hour trying to fix this. Forget them. You can't trust them. read more

Look at all the terrible reviews. Is ANYONE at Primo looking and actually DOING anything to improves customer service? Very unhappy since the merger. They are requiring autopayment and I have had identity theft so have been advised not to have CC# stored anywhere. They refused to work with me on a solution - even offered to leave a deposit ahead of deliveries. They delivered the wrong water last delivery and I have to wait 2 weeks for them to correct it. They also stopped carrying the water I used to get - no notification - perhaps that is why they decided - on their own - without contacting me - THE CUSTOMER - to substitute a completely different product. I live in an area without a lot of choices/competition - but believe me - I'm looking for one and hope all the other negative reviewers are also cancelling service. Even the people on the phone and the drivers seem unhappy with the company. read more