Similar story as Bitty B. and others. 20+ year customer who cannot get water. There are literally NO future deliveries in my account. Apparently, they just gave up. FINALLY got a delivery from a small van, but only after pushing a supervisor and email customer service complaint. Hard. And ONLY after I advised them that they are withholding water from a customer with an urgent medical issue. I have had surgery and cannot simply run out and to the store while waiting for another non-existent delivery. After promising priority for the delivery, they - wait for it - canceled again. But ordered water actually showed up anyway, despite the cancel. Only received notice for the last day's worth of delivery screw-ups with my usual product claiming "out of stock" (hard to believe that EVERYONE's product is out of stock). No app, text or phone notify. Nothing. Zilch. Adding insult to injury, after changing to a substitute smaller bottle that was a recommended replacement from several phone agents - including a supervisor - the water that showed up may have been the same spring water we usually order, but it is NOT compatible our water cooler! If ANYONE would have CHECKED the account, bottles for our water cooler are ALL WE EVER ORDER! To summarize, a water company that stumbles all over themselves to NOT deliver water - which is their business. Thanks for the culligan suggestion. RIP Ice Mountain. read more

The bottles delivered as 5 gallon size are visibly smaller then my last delivery, shorter with a smaller diameter. They are too short for the 5 gallon nozzle. What are we actually paying for? read more

7/17 final update: our 7/16 pickup was showing on our account until sometime on 7/16 when it changed to 7/17. At 4Am on 7/17 we were still set for 7/17 (today). Put bottles and dispenser out again and ... I can't make this up ... our account then updated to show no deliveries scheduled at this time. They just cancelled all of it and I guess are abandoning equipment. We will eat the bottle deposits and they can eat the dispenser. Everything goes out to recycling / trash next week. I have time and date stamped screenshots of every new date change, NONE of which were communicated via notification. Checking the dates has been a part-time job. Two neighbors on my street have the same issues. Both now have "new" delivery dates two weeks from now. I think this company will get their wish soon of having no customers to blow off in our area. One of the two neighbors is a 20+ year customer, like us at 25 years. It's really unbelievable. In summary, we had SEVEN delivery dates continuously rescheduled (without notice) in a ten business day window. I could not be more grateful for Culligan Man, we would still be sitting here waiting for water. 7/11 update: no show again 7/10, account updated to show pick up would be 7/11. On 7/11 the 9 bottles were put out for the 5th time in a week and the water cooler out for the 2nd time. All day my account showed 7/11 pick up until 7 PM when it moved to 7/16. So now 2 weeks out from the original delivery date that was blown off with every reschedule done without notification. I found a Reddit thread with well over a dozen people having the same serious issues across the country. This company really has no regard for their customers. Meanwhile, hours after I spoke with Culligan a human called me to narrow their delivery window on Thursday, and then they showed up 10 minutes early. So Culligan went from my cold call to setting up a new dispenser in my home and delivering my bottles in less than 24 hours. I encourage everyone to give their local Culligan a try. ----- 7/9 original post: Now a FORMER 25-year customer -- this is the worst service provider I've ever encountered. I've never seen a company work harder at failing to (literally) deliver contracted services. Something really changed earlier this year, likely tied to new Primo ownership. Delivery dates would change on the fly and without any notice. You Just figure it out when no one comes on the scheduled day, then log in and see that they decided to change dates. With new ownership I first thought they were re-aligning schedules and routes and just had some grace. Our drivers have always been good people. For 2 weeks I tried to move up our July 3 delivery without success. We stretched to the 3rd and then no one came. The date had been confirmed even the day before. Logged in and now the date moved from July 3 to July 9, a big gap. I spent 45 mins on a call to get us in for Monday July 7, all confirmed. Morning of the 7th our status showed bottles out for delivery. They lied. Hours later with no delivery I logged in again to find we were moved to Wednesday. This prompted another marathon call that lasted over an hour. Don't believe the lie - these aren't "unusually high" wait times. Everyone is pissed and calling in all the time - wait is 20-30+ minutes. Second call confirmed Wednesday, couldn't move it up. This was the original reschedule date. As recent as last night we were set for today. This morning, for the third time, I moved our 11 empty bottles outside. I logged in later and saw we were now scheduled for tomorrow instead of today. We NEVER receive notifications about the changes despite our profile indicating we are set up to receive. They don't want anyone proactively calling - just shut up and live with the service and communication failures. I called Culligan this morning, an 11 minute call that began with a human answering and the same person concluding our call; I wasn't placed on hold even once. I asked questions, set up our account, and scheduled new service to begin tomorrow between 8 snd 11 AM, all in 11 minutes. Then I called Primo (again) and waited 32 minutes for a human so we could cancel service. I wonder if they will show up tomorrow as scheduled to collect bottles and dispenser. Worth repeating - we have been a customer since 2000. I love Ice Mountain drinking water. We rely on their service. Whatever changes have occurred, they simply cannot meet their customer commitments and are driving customers away. I feel bad for the good employees who deserve better, along with customers. Primo leadership should be embarrassed about these failures - they are consistent now and simply inexcusable. THANK YOU CULLIGAN MAN!! read more

New customer and they couldn't get the initial delivery done. Delivery was screwed up on first attempt and just dumped in lobby of apartment building with no notification of delivery on second attempt. I told customer service when first attempt was made that if second attempt was screwed up, I was cancelling. Account cancelled. If delivery isn't reliable, how can you possibly continue? Customer service on the phone acknowledges your complaint but somehow the complaint or delivery instruction does not get related to delivery personel. Or maybe they don't care. read more

So, so awful. When we started service with this company, we purchased, instead of rented, the dispenser. We ultimately became so dissatisfied with their service, that we switched to another provider. ReadyRefresh's dispenser is terrible. It only attaches to a very specific 5-gallon lid and replacing bottles is cumbersome. When we switched to the new provider, we purchased their dispenser (works with any 5-gallon jug and so much simpler to replace bottles) and moved the old dispenser into our home gym. I also bought several (very expensive) filters for the old dispenser (new dispenser doesn't require filters) so I would have to deal with ReadyRefresh as little as possible. Now the old dispenser has stopped working (doesn't chill the water). So I wasted money on this dispenser as well as the filters. A really terrible company. Please avoid. read more

They constantly push out deliveries. I never really know if I'll get water when I order it. Most months we don't have any because they don't show up. read more

If I could give negative stars I would. The customer service literally does not exist. I signed up for the service few weeks ago. They delivered a water dispenser which does not work. No one answers the calls or support request messages. Furthermore, they overcharge my credit card, and again it is impossible to talk to anyone... Will try to cancel the service and dispute the charger thru credit card. read more

Terrible customer service. Tried repeatedly this month to contact customer service - the service representative was never available. Sent messages to customer service, received a ticket number with instructions to call customer service, a big runaround. The issue: ready refresh delivered water to my home this December despite the fact that my account was closed in August of 2021. read more

ReadyRefresh is the worst company I've ever done business with. After a decade of being a customer, I finally canceled when they started missing all their delivery dates. They also delivered a water dispenser that was clearly broken -- you could tell just looking at it that it was damaged -- and promised me a replacement the next day but of course never showed up. After the endless reschedules, the broken dispenser, and big price increases, I finally canceled. And of course they repeatedly rescheduled the pickup of my dispenser and empty bottles which was infuriating. Hauling all that stuff outside only to bring it in every time they rescheduled was beyond irritating. Especially since some of the reschedule text message notifications arrived late so I was forced to put the stuff on the porch before going to bed, only to have to drag it all back in every time so it didn't get covered in snow and ice or stolen off my porch. They also charged me a $50 "reconditioning fee" when I returned the dispenser. That was part of the contract but you'd think they could waive that fee considering they put me through way more than $50 worth of inconvenience. Also, good luck getting anyone on the phone if you need customer service. I do not recommend ReadyRefresh. I switched to Culligan and things have been great ever since. read more

I cancelled my account twice. Once over the summer when I called and paid 4.99 to chat with a live person. My delivery stopped as requested then magically started again without my consent in November. I tried to call, but they no longer have live customer support. So I emailed them as instructed on the website. Both cancellations were acknowledged via system email. And yet today I got a text a text about an upcoming $40 delivery to my old address. This company used to be great and no it sucks. Reactivating my account without my authorization is a deceptive business practice. I see that other customers have been similarly affected. A state attorney general ought to investigate them for violation of an unfair and deceptive practices act and hold them accountable under the law read more

if i could give a negative 5 stars i would. the people are incompetent idiots. this is the 3rd time in 6 months that they have delivered bottles to the wrong location. water is to be delivered to the back porch of an apartment building. they keep leaving the bottles in the foyer of the front door. i am 73 years old and cannot carry the bottles. three times customer service has given me credits for the incorrect delivery. i pay a significant fee to have the water delivered. there are written instructions for the delivery which they seem unable or unwilling to follow. i am cancelling service after 15 years because they are unable to deliver water correctly. i am also leaving this review on as many sites as possible to try warning others of this issue. read more

This is BY FAR the worst company to get water delivery from. We were customers of there's for years, then suddenly the deliveries would never show up on the delivery date. We would get texts about our delivery, but it would never show up, sometimes even for weeks later. Not only did the deliveries get delayed by weeks, but the price continuously increased month after month. Customer service is next to impossible to get a hold of when you need them. Trying to cancel service and schedule empty bottle pickup takes over a month. Never, I repeat, NEVER plan to get your water delivery needs through this company! read more

Scam!!!! They lied about the price and sent me into collections after i refused to pay what they overcharged me. Do not get anything from them!!! read more

Beware of this company fraudulent actions to get more money, no customer service, pretty bad. Charging for deliveries that they never made, the account was closed and trying to charge for deliveries that we never had and never notified account was closed, sent regular billing as if we still were with an active account even saying our next delivery will be today and next one in October, pretty bad business, to add I had surgery and I need to drink a lot of water. They don't care about their customers only charging and taking nature and what we should be getting free from nature and making it a bad business. read more

lauro is excellent. he is very attentive to stocking water where we need it and how much we need. he is also just a really nice guy.

Not sure if this is the same company but their record keeping and service is crap. Under no circumstances should you "rent" a dispenser unit from this company. They will charge you a monthly rent long - read YEARS - after you have paid an amount equal to the cost of buying the machine. Water delivery service is ok but not always delivered at the same time of the day. The cost has increased steadily with no sign of leveling off. read more

I have been a customer since 1999. They continuously increase their prices. They ask you to transact your business on their web page. The web page is horrible. After you view several pages of products they offer you are able to get to your account. When you change your information it does not always register. Recently I received a letter indicating their increasing their prices again. In the letter it's stated " should you require assistance with paying for your service, please contact us and inquire about our "Ready Refresh Always There Program'". I called the number and waited 18 minutes for them to answer. I was disconnected as soon as the call was answered. I replaced my call, waited nine additional minutes, and spoke with representative. I asked about their program. I asked what assistance they could offer. She said thank you for calling. Then she proceeded to tell me 1) I could set up internet billing and save $3.00/month; 2) I could arrange delivery every 2-3 months instead of every month and that would cut a delivery fee; and other lame suggestions. In other words .. THEY CAN DO NOTHING! Obviously I'm seeking another service. Unfortunately, less than 1 star is unavailable. read more

I have been getting water from ReadyRefresh since 2013. I am very unhappy but there are not a lot of choices in my area and I am on a well. Since they upgraded their computer system earlier this year, I have had nothing but problems! Their system couldn't get my bank account number to work because it was too short so instead of contacting me, they just cancelled my service - TWICE! I have had to call 4 times and the hold time to answer was 45 mins to over an hour but that is only when they were receiving calls. Multiple times there was a canned message to use the website or call back another time. I sent an email through their website asking for help and it took a full 7 sevens days for a response which said to call the toll free number. It isn't the customer's fault if their system can't accommodate a non-standard bank account number. I will be looking for a better way to get drinking water at my home. read more