I don't even know where to begin. ReadyRefresh (formerly Primo Water) has been, without question, one of the worst consumer service experiences I've ever had. First, canceling my subscription required an actual phone call--which then required two transfers and a long hold time that was blamed on "system issues." Even after I clearly explained that I no longer wanted the service, the rep refused to listen and kept pushing alternative offers. It took nearly three minutes before she would even acknowledge my request to cancel. Throughout my time as a customer, deliveries were inconsistent. Some weeks they simply didn't show up. I requested replacements for top-loader dispensers multiple times; sometimes the requests were ignored entirely. One time I specifically asked for a top loader and they delivered a bottom loader instead. Delivery days were unpredictable, changing week to week without notice. But the biggest issue by far was their failure to pick up used water jugs. I would accumulate hundreds of dollars--sometimes $500 to $1,000--in deposits because the driver would just choose not to collect the empties. This happened repeatedly. I rarely leave negative reviews, but this experience was so consistently frustrating that I feel obligated to warn others. This has been one of the worst direct-to-consumer services I've ever dealt with. Do yourself a favor and choose another provider. I switched to Aqua Carpatica and the process was unbelievably smooth by comparison. read more

Primo water delivery absolutely is the worst. I ordered 2 bottles and a dispenser 3 times before I finally got the 2 bottles of water. Yes you are correct I never got the dispenser. 3 attempts. When I finally got ahold of a live person for the third time about my non delivery. "Oh I'm sorry that dispenser is out of stock". Then why didn't you say so. Funny Walmart and Costco both have the same dispenser in stock. Don't waste your time with Primo water. They are quick to take your money but you won't get your products If I could give them negative stars I would. read more

Watch your invoice. They add charges to your invoice for items (in our case cold plastic cups) that had not been ordered or approved.

Since ReadyRefresh was acquired by Primo Brands the service has become a disaster. Deliveries have been consistently missed, incorrect items have been delivered, and an old address I had was reopened to create a second account without my authorization or consent. It is almost impossible to contact customer service and the website often does not work. I would not recommend this service to anyone. read more

Primo Brands now owns ReadyFresh and Sparkletts. An absolute disaster of leadership and change management by the acquiring company. I did not know the local company, ReadyFresh, was being acquired by Primo Brands. Had I known how badly the change management was going to be, I would never have signed up. My first delivery in April and second delivery in May went smoothly. For July, I used their mobile app to move our delivery up by three business days; well within their delivery edit time frame. My target delivery date for Wed, July 25th, was completely missed and with zero advance notice. I had to check the mobile app to find out it was delayed to Friday, July 27th. Not the biggest deal. Delays sometimes happen and we can pick up a case of water bottles for our customers till Friday. When the delivery no-showed again on Friday, AGAIN without advance notice, I had to find out through the app that it was now delayed to Monday, June 30th. I emailed customer service asking if these type of no notice delays were common. They replied the next day stating delays due to service merges across branches and assured me that our delivery for Monday, June 30th, will be made by 6pm. You won't have to guess that they no-showed on Monday, June 30th. AGAIN, without notice. They no-showed on Tuesday, July 1st, WITHOUT NOTICE. And now, checking the mobile app, our delivery is now set for July 2nd. They have completed eroded what little trust they had and now I can not count on them being able to deliver water on time for our staff and customers. BUYER BEWARE. read more

Following the information elsewhere in these reviews, I decided to call the number for customer service they provided. It is an automated voice system without access to a human, at any point, and very limited prompts that won't let you address any issues, only order more water. I'm reporting this company to the BBB for shady business practices. I've had enough of being exploited by greedy companies that don't deliver on their promises and instead of offering ACTUAL help, they give the same canned response to every review and literally do nothing else. read more

Raised the prices 2x in the past year, then AGAIN when the PRIMO monopoly is implemented? Whoever is responsible needs to be put in prison for corruption and theft. There's no way to remove your payment information on the web site-- not even with the automated chat BOT. You have to call and wait on hold for 30 minutes to talk to someone. WHY is water still scheduled if my account has been closed? I have already gotten the email verifications and texts- saying that it has been closed. read more

The absolute worst company I have ever had the displeasure of dealing with. Despite multiple attempts to close my account, they refuse to do so and continue to make deliveries despite my repeated attempts via multiple avenues to cancel. I have filed a complaint with the Better Business Bureau and encourage the many, many others with this experience to do the same. Do NOT give me a generic response to call the 1-800 number. Contact ME to close my account immediately. read more

This is a really bad company. I enrolled the delivery service from Costco, that is a nightmare. They promised no rental fee but I moved to a new address, they began to over charged me. I have contacted them several time, but no one help. This is really bad company. read more

Absolute disaster is Right! Inconsistent delayed delivery. Cannot count on this company.

I've been waiting for water delivery for over 6 weeks. I was charged for something I didn't order and am still waiting for a refund, weeks later. Meanwhile I have 5 glass bottles ( $40 deposit for each) which they will not pick up. I have called and emailed customer service daily and they say pick up is scheduled for tomorrow. It never happens. I've also offered to drop off my bottles ( not an option) and flagged down the delivery guy (not his route). Just don't do it. Install RO water instead. read more

The worst company ever. Had to call them to cancel. And let's see if it's really canceled or not. They make delivery without notify me ahead, and refuse to take the fully sealed jugs back because of some "regulation". The costum service is pretty bad too, just tring to waste people's time. Especially a guy called Jim... just no common sense, it's like talking to an AI. And another guy names Jude, lied right infront of my face, claiming I can still access the history of the account after the account canceled... and they need to send another woman to tell me it's not true. So just purely wasting my time. read more

They make it so hard to cancel, they don't honor your delivery dates. $13.99 delivery fee is absurd. You can go to HEB and get a bottle for $8.49 read more

If I could give them 0 stars I would. We had been getting deliveries from ReadyRefresh for about 2 years before this takeover by Primo Brands. Since then, the website doesn't always work, deliveries have not been on time, I can't change my payment method, and it is nothing but frustration. The problem is customer service, 100%. The product is fine, but my patience is running out. It is not a convenience if it doesn't get delivered, or is delayed several times. I am tired of seeing the responses of "We are sorry you experienced a problem". This is a nothing response. They are not promising to make things better. This is not temporary as it has been happening for months now. Do better, Primo Brands. It's funny how ReadyRefresh didn't have these problems, so what changed besides your mismanagement?? I will be cancelling. I have better ways of getting dependable water! read more

Don't do it; run away. Did service for a year; quickly became too expensive as we drank more water. Cancelled last month; dispenser picked up, account supposedly closed. Nope. Today, 6 weeks later, my card is still saved in their system, and cannot be removed by me. I called; they said they've removed, but didn't. I have a pending $1 charge from them today. Why, who knows. I contacted my credit card company and put a future block on all payments from them. Frustrating it came to this, but the company is shady and horrible. I might still have a balance due for "reconditioning" the dispenser. When that comes due, I'll call and pay it with a different card. Probably a credit card, so I have protection, and can block that one too. Just a sheer nightmare; we liked the service, but the inability to actually cancel the account even after dispenser pickup erases all good will. Run away; I do Brita filters now. $20 for a year of filters. A bargain. At the max, I paid $100 a month for the water, and the week I cancelled, they mailed me a notice they were increasing prices. Just say no; run away and don't look back. read more

AWFUL, INCOMPETENT COMPANY. I have called them numerous times to discontinue service because I no longer need the service. They asked me 7 questions to convince me not to cancel my membership. Irritating. Then I scheduled a time to have them come pick up the jugs of water and the dispenser. All three times they've "attempted" but never knocked or anything. The most recent time instead of picking up my stuff, they dropped off a SECOND DISPENSER... I'm on the verge of calling corporate or someone because the cognitive dissonance is upsetting. read more

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As of today 7/17/2025 still no new cooler. Been waiting 1 month for a cooler that doesn't smoke when plugged in.

The worst customer support I've ever had. I tried calling the Toll Free number and it was automated I said I need to speak to a representative. The answer was my phone number was not the right number and couldn't be found and I was hung up on. I have been a customer for about 15 years or more and my number hasn't changed. I have tried logging in and all I get is a blank page for the past couple of days. Irritated!!! If something doesn't change I will be going elsewhere!!!! read more

DO NOT DO IT! They will say the deliver the water, they will not. Trying to speak to someone is impossible. Trying to cancel is impossible. This is a scam. read more

My company has 124 stores with Primo/ReadyRefresh in TX, OK, and MO. We rent coolers and have 5-gallon bottles delivered each month or two. I have called and written corporate trying to get an account manager assigned to us as we are a medium-size business client. I cannot even speak to a supervisor in their call center -- there is never a supervisor there. Service with Primo was so bad, it is impossible to tell you -- missed deliveries, help desk horror, etc. Now I see that ReadyRefresh is going to raise the rent for their bottom-load coolers from $4.05 to $81.99 per month now that they have taken over Primo. What??? We have had 3 customer service reps tell us that price if we wanted to have a unit delivered to a new location or replace an old location. We are actively shopping for a new vendor. read more

They don't deserve even a single star rating! The worst non-existent customer service, and the most incompetent. I don't care if it costs 5X more at the store, I cannot tolerate them. Nestle bought them out and apparently this is when Big Frankenfood destroyed what had been a decent company. read more

Awful company that seems to have a monopoly on water delivery in my area. I currently cant order water because it says I have an outstanding balance of $0.00. There has never been an outstanding balance as its direct payment. If I try to pay the Zero it tells me I can't because its zero. I spent hours talking with people and have recevied no help at all. read more

I have been with Ozarka/Ready Refresh for many years. And I don't normally write negative reviews. But this is insane. You cannot get a person on the phone. You tell them they forgot to deliver something via their email contact, then they tell you to call a number and then they don't answer or call you back. I am not ordering from them again. What the heck happened?? They were so reliable and easy to work with. Now, it feels very sketchy and unprofessional. I love Ozarka water, but I'll just go buy it at the store myself. Very disappointed. read more

Like most the other reviews, I feel like I can't warn people enough to just STAY AWAY. I've experienced most of the same issues with them that everyone else has - missed deliveries, random fees, inability to contact customer service, rude drivers, etc. I ultimately decided to cancel after the 4th time they delivered and then charged me for a product I didn't order, then refused to refund me for over 3 months. They are now making it impossible to cancel, just like the other reviews warn. I don't usually write reviews but I noticed something here and wanted to call it out. Potential customers can get a taste of what it's like to deal with these people without even leaving this page!! Just read the other reviews, and notice that "Christopher H" has responded to several. Each response is the same - a boiler plate response telling you to call them at a 1-800 number or fill out a webform. That will be your experience with them... They will never listen to your actual issue. They will just tell you to call a number or fill out a form, then gaslight you or pull out some smoke and mirrors until you just get tired and give up. There are many other options out there to satisfy your water needs. Stay away from ReadyRefresh. read more

This company used to be good, but the quality of service has gone downhill. I like having my water delivered, but they have a tendency to lie about making the delivery. They also increased the minimum number of gallons that can be delivered. No one mentioned this to me. I found this out when they postponed my delivery for 4 weeks straight. I called customer service and they were rude, but it was resolved. I suggest using another water delivery service. Saves the headache. read more

Terrible company. Cancelling with them is a NIGHTMARE. Avoid at all costs. Cheaper and less headache to get the jugs refilled at the grocery store. read more

Absolutely worst company. Made me jump through countless hoops to cancel my account. Tried via website--NOPE. Tried via e-mail. NOPE. Tried via phone...had to speak to 3 people..answer dozens of irrelevant questions. read more

Awful. Just awful... either it's missed deliveries, or ready refresh changing delivery dates without notice when it's supposed to be a reoccurring delivery. Their website is not user friendly and you can't update anything immediately or add another address without "submitting a request" which takes WEEKS. This company is living in the dinosaur ages and truly they don't care about their customers. Just do an order with Walmart, or target or really any body else. They are more likely to get the water to you than ready refresh. read more

They donot deliver any water. They havent delivered since last 3 months even after repeated calling. Absolute worst customer service. Charged me $100 for nothing. Absolute clusterfuck of a company read more

Delivery without order. Refurbishment fee for rental fee which was not mentioned. just don't do business with them. read more

Beware, an additional $50 fee is included in the return of equipment if you ever decide to cancel. They call it a 'refurbishing' fee. My water machine is in excellent shape, and cleaned weekly. I understand the fee for damaged/dirty equipment. I will update my review if someone from their team can provide a detailed description of the refurbishing that takes place and why it costs $50. No longer recommend this service. I recommend just getting a Britta and spend some extra $ on bottled water from the store read more

Stay away from them in Sam's Club I've been waiting over six months to get a $30 gift card even though I followed everything they said the girl trapped me in the store for over an hour because she couldn't get something to work and then I still didn't get my gift card! This is a huge scam and then when you call Sam's Club they give you the runaround do not do business with them use Primo instead read more

They skipped the delivery without notice, then charged me for nothing. Their customer service does not answer calls; they put you on hold and then hang up. They are very rude when you try to explain that you didn't receive the delivery. Stay away from them! I was waiting for a supervisor to call me, but instead, I got a call from a credit collection agency because they reported me. read more

DO NOT SIGN UP WITH THIS COMPANY! YOU CAN NEVER CANCEL, they will charge your card forever. Do not sign up with this company. I would give 0 stars if I could, I'm writing this as a PSA. read more

I ordered ReadyRefresh through Sam's Club. What a mistake, my window for the 1st delivery was 8-2pm, it's after 5pm and still no phone call no delivery. I called and they're closed. I text chatted with customer service and they said they can't help me because Ready Refresh through Sans Club is different. They will take no responsibility and too bad for me. I will cancel tomorrow and let SamClub know this is a company they do not want to be affiliated with. read more

Do not use these guys. Prices frequently increases, and deliveries inconsistent. I've canceled my subscription many months ago and they are still billing me. read more

They are impossible to get a live person to speak with and cancelling your subscription was a pain. I am still dealing with billing issues. I am still getting notifications about a delivery when I have already had them come pick up my equipment which they rescheduled 3-4 times. Don't sign up read more

If I could give zero stars, I would. This is the ABSOLUTE WORST WATER SERVICE AVAILABLE. They don't do the basics of their job, and are completely unavailable to answer questions. read more

Charged a BS $50 cancellation charge for cancelling their service and picking up their equipment. They kept changing (increasing) the price that's the reason to cancel in the first place. Stay away from this scam. read more

At first service is great, then they start to nickel and dime you for every little thing. It started out at $23/mo a little over a year ago and convenience was great. Just cancelled service because cost got up to $50/$70 with new delivery fee and raised cost of bottles and service. I do NOT recommend this company. Just buy your own cooler from Amazon for $100 and save yourself some money. And now after canceling a $50 fee for reconditioning a perfectly clean working dispenser read more

ReadyRefresh - $50 charge for reconditioning is BS!! I hope they reverse that charge. - Water Delivery Near Me - Austin, Texas