8/17/21 9:00am 25 minute wait to talk to someone, unacceptable!!!!! They bought Palomar Water, raised prices and now I'm stuck dealing with a 25 minute wait to talk to someone as their automated service had me going in circles, only to be told once more that it will be a 25 minute wait. Bit of advice: when buying other water companies, which obviously increases customer base, HIRE ENOUGH STAFF TO COVER YOUR INCREASED CUSTOMER BASE. I'm shopping for better company with better customer service. Called back @ 9:30 and it's now 9:56am and still holding!!!!! 40 minutes now on hold!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

Wish I could give a 0 star. I missed one of the payments without noticing and they sent my account to collections without giving me a call. I called and paid what I owed for the missed payment and to return the water machine as it didn't sit well with me what they did. They were supposed to come on April 21st. I stayed home all day and nobody came. I called and they said they'll come on April 24th. Again stayed home all day and they didn't come. Called again said they had an issue with the delivery company or wtv and they'll come on the 28th. They were supposed to come today the 28th and they sent a text that my stuff was "delivered". And I hear a truck leave outside. Nobody came to my door, nobody called me when I specifically put in the instructions to call me. The truck was there for a whole 30 secs I wasn't even able to get outside before they left. I called them and said they'll have to pick it up by the end of the day or I'll put their water machine in the trash. I'm done staying home doing nothing and waiting for that unreliable company. ON TOP OF THAT when I first got my water machine the tray didn't even go with the machine I have but I brushed it off as it was only 2$ a month so I've been using it without the tray. Stay far away from this company they're absolute garbage. read more

Please never ever ever use this company. I didn't listen to the reviews and regret it. I was fooled as I signed up through the Costco preferred vendor/ discount. Costco has to remove this company because they are destroying Costco's reputation. The drivers are amazing. I feel terrible for them. They know their office/ customer service/ scheduling is terrible and I feel for them. Unfortunately, they aren't the ones the customer deals with the most. Between NONSTOP missed delivery's (not the driver's fault), nonstop billing issues, terrible customer service. I'm not sure why anyone would stay longer than a month or two. So many specific stories to choose from but the final straw for me was the October delivery. My debit card was frozen because it was lost. I called the company and talked to a MANAGER. She said "push through a payment using your checking account right now and as long as it's made by 5:00pm, you will be set for normal delivery". Made the payment at like 10am. The day before delivery, the account shows the payment was made but still says I won't get delivery until payment is made. I call again. Another manager says "well we don't know if you'll get your water or not. They can deliver it or they may not". She verifies she sees the payment made but says I'll have to see if water is delivered. No delivery. So I call back. Another agent and then manager verifies "ya the payment is on your account so let's schedule you for next week". THEY mess up and then claim it I'll take a week and a half to deliver. I say whatever and schedule the delivery. Day before that delivery, still shows my payment went through but still shows "on hold delivery". So I call again. She says "ya the system is messed up but I've verified the payment and you'll get your delivery". No delivery. Call again. Two different agents three different stories so I just cancel my service. All of a sudden they reverse the electronic payment system I made out of my account, remove it from anything I can see, and then tack on a late fee saying no payment has been made. This was after I canceled out of anger. Let me stress this too- I had the service for less than a year and in that time, half of them were messed up. In fact- it took them 2 months to deliver my Cooler when I signed up. They delivered bottles 2 times with no cooler. Getting that cooler rental charge refunded for the 2 months took 3 months. If they mess up a delivery, they will NOT prioritize your redelivery. You will wait 2-3 weeks until they "are in your area" so good luck with that. Thankfully I screenshot everything and have all the records of their system showing the payment was made on time. So no. I'm not paying the late fee. Now, I tell them "of course I'll pay for the payment you inexplicably refunded but I'm only paying the original amount minus the $40 bottle deposits you owe me back". They'd picked up all the equipment and bottles so that deposit goes back to me. They try saying "no you pay the full amount and we will process the bottle deposit as a refund after." Let me be very clear. There is exactly 0.00000% chance I would ever trust this company to properly issue me a refund. So I will not pay the full amount and hope and pray that they will actually refund the bottle deposit. So now I'm waiting for them to come to their senses or try to collect the full balance so I can take it to small claims court. I've never experienced such a poorly managed company in my entire life. Managers take 20-40 minutes to get (if the rude agents don't just leave the phone on hold for an hour before hanging up). And even if you get a manager, you'll get 10 different stories from 10 different ones. NEVER USE THIS COMPANY. Go to literally any other option in your area read more

Warning, this is a scam. Be aware. They do not deliver anything, and they will not allow you to cancel the service. If you fell for this, contact your bank or credit card company and repor them as fraud because they will keep charging your bank without any delivery. read more

Terrible service, way overpriced, and disorganized. Their billing practice is so deceptive too (so many hidden fees). I recommend buying your water equipment from Amazon and deliver through a local delivery company. read more

Horrible. Hard to get hold of. Terrible service, unreliable delivery, sending me late payment invoices, late fees that they said they would reverse. I used to also have Sparkletts and then they merged. The website doesn't match the account balance or when delivery is coming. Spoke to someone for 36 minutes this evening. He said he'd create a case for me and try to reverse my charges and also give me a future monthly discount. Even after receiving multiple apologies I don't trust my situation will be resolved. He read my charges and payments out of order and was very confusing. For a company that provided a service which should be a luxury we don't need to spend our time or money on something inconsistent. I can't believe in this day and age a company could be this much of a disaster. I'm slamming them on every site possible. read more

Primo Water should be shut down. It's clearly run by chat bots and greedy management. You have to wait 45 minutes just to talk to a real person. Every online inquiry ends with a different explanation. They have sent fraudulent photo saying they delivered. But the photos are clearly not my address- furthermore I have "deliveries" of product THEY NO LONGER CARRY. Their clear strategy is to ignore their loyal customers and only respond to new orders. My driver (after offering a product I didn't order) said many drivers are quitting in embarrassment. Class Action!!!! read more

This was a terrible experience! I canceled my service in April last year ( 2025). Then randomly was charged $50 in July ( no reason or delivery) $85 in November ( got 5 bottles on canceled service) then $95 this Monday. They were TERRIBLE! Tried to fix and I was told " we have no record of that" but they had records of all my equipment getting picked up! When I asked why I would reopen account ( which I didn't do) and not get the equipment they had NO answer. They were so terrible, it was the worse experience ever. DO NOT USE THEM EVER, I can't stress this enough. read more

They jacked up the prices way too much. Using Culligan now which is way cheaper and the taste of water is similar

Mistakes happen, and I understand that--but this service has caused more stress than it's relieved. I signed up for an every-4-weeks delivery, yet one delivery arrived two weeks early. Their app and scheduling system are awful and unreliable. Most recently, I was charged twice within three days. I called customer service, and no one could explain why the second charge occurred, yet they refused to issue a refund. Being overcharged with no explanation or resolution is unacceptable. Overall, poor system, poor communication, and disappointing customer service. I would not recommend READY FRESH Primo Brands. read more

Today was my delivery date between 7am-6p And we are out of water. I kept checking the app and it kept saying out for delivery and then all of a sudden, my delivery date got changed to NEXT MONTH without notifying me or my consent. Just up and changed it at 5:25pm. I've been calling all customer service numbers listed for them, including my city, and it'll either ring a few times and hang up or it'll ring and go busy real quick. Customer Service is TRASH. I'm hella pissed. No communication, you cannot get a live person on the phone. The Chat is awful- you can't really "chat" per se because it's automated. HORRIBLE CUSTOMER SERVICE. Imma be canceling my subscription momentarily. read more

ReadyRefresh - Been calling back to back and not one answer or response. - Water Delivery Near Me - San Diego, California

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Seriously the worst. Terrible customer service, they mess up EVERY MONTH and don't communicate when they're making changes. Customer support is DIFFICULT to get hold of (25+ min wait times, no online agents just a chat bot), and I'm doing it 1-2x every month. FRRRRUSTRATING. read more

I hate leaving this kind of review but it is warranted. I'd like to say my delivery person is AWESOME. He gets 5 stars. The company customer service is severely lacking. I won't get into all the details, but when reaching out to customer service, my experience has been very poor. Not helpful at all. I was disappointed this company was purchased by a company I had previously stopped service. I was SO bummed to learn they now own Primo now. Sadly, I'm on the hunt for a new service. read more

I became a member with primo water in Los Angeles. Customer service was awesome. Delivery team was very communicative and would call when near. Now that they have merged, they fucken suck! Takes over hours to get ahold of someone. I asked for call back, no one calls me. My water dispenser hasn't worked for months and they haven't switched it but they keep charging me for it. They indicated someone would be here on a Friday, I had to take the day off so I can open the door for them and change the dispenser, they cancelled on me. I honestly hate this service now and even trying to cancel is a nightmare. Water is awesome but the hassle is not worth it sadly. I am 1000% over them. I've tried to be patient about it to continue receiving their water. I don't write reviews but I'm just so fed upcoming no one is listening nor does it seem like the situation is getting better. They SUCK!!!! read more

Absolute scam, either salesman lied or company didn't honor what salesman offered. I have the whole sales offer on video. Offered free initial set up to get started plus $30 credit first month free following month about $18 ends up being over $50 first month and second delivery made 8 days after install bring Bill up to over $70 Customer service will not remedy or rectify the situation. This is not good business practice. I will contact better business bureau on this matter. read more

ReadyRefresh - 2 sales men scamming me into water service - Water Delivery Near Me - San Diego, California

RUN AWAY!! Do not use this company they are garbage!! They ghosted us and never brought our water and said it was a mishap in delivery but they still never brought water and still billed us. They left us without water for almost 2 weeks. Trying to get someone on the phone to correct it and get water scheduled was impossible! We just cancelled our membership and went someplace else... I wish I could give zero stars they are trash! read more

Horrible customer service and tons of hidden charges. 2 bottles every two weeks with no dispenser rental was $192.00 dollars. Customer service would not assist me and just left me on hold. Don't waste your time or money. I'll going with Costco water delivery. After changing to readyfresh, they started sucking. read more

My order was canceled 3 times, and now it's been canceled indefinitely with no explanation. I've been without water for 2 weeks. Customer service is unhelpful and unreliable. This is unacceptable for a basic necessity like water. read more

ReadyRefresh - Unexpected delay! - Water Delivery Near Me - San Diego, California

If I could give them a ZERO, I would. I was a Primo customer. I haven't gotten a single delivery since the merger. It's been over 6 weeks. I set up a one-time delivery, and they moved it. When I added another bottle, it got completely canceled. I tried calling and held for over 30 minutes before someone answered, and then put me on hold because I asked to speak with a supervisor when he couldn't explain why my one-time order got canceled. I tried using the chat function on the site, and there were no customer service agents available for the chat! AWFUL, AWFUL, AWFUL! read more

Update! I cancelled my membership 2 months ago and returned all my equipment and bottles. Guess what? They've billed me twice for non-existent equipment rental! Are any other customers experiencing this type of fraud? Given all the horrible reviews I've seen on this company I wouldn't be surprised if this is a widespread thing they're doing to try to pad their profits. Check your billing please, feel free to let me know if you notice them fraudulently charging you for things. read more

It is not my normal practice to write negative reviews of businesses, but in this case, I must join the chorus. Reliability and customer service are abysmal. At my current address, I was a PureFLo customer for over 30 years, getting cases of half-gallon water bottles twice a month. Even after Sparkletts acquired PureFlo, the service continued with the same reliability. Around the time Primo Brands acquired Sparkletts, it discontinued the half-gallon bottles and replaced them with gallon one-use bottles. The delivery date remained the same for a while, but then, on one Friday, the water did not show up. Online help services are nonexistent. I eventually found a phone number that connected me to an offshore call center, not the company's San Diego office. A replacement delivery turned up over a week later. Upon checking online, I noticed that my next delivery was scheduled for October 14, two weeks after the late delivery, which is not my normal delivery day. After not receiving a reminder email about the October 13 delivery, I checked online again and found that the next delivery was now scheduled for November 4! A call to "Customer Service" was unable to explain why the delivery date kept changing. I asked to speak to someone in the San Diego office who could explain, and I have yet to receive a call. It is not a bother, and in fact is less costly, to buy water bottles at the supermarket when my wife and I do our other shopping. At least when I buy water bottles from there, I know the delivery to my house will be timely. If there were a no-star rating, I would give Primo one. I will be cancelling this service. read more

I have been getting my water from arrowhead for the past few year. Then it became ready-refresh and then Primo. words are inadequate to write about this shitty company. They missed up my deliveries multiple times in the past 3 months. I get a text message about the delivery date and then the driver does not show up. A couple of months ago, I received a lease violation letter from my Apartment Complex for putting out water bottle so many times in a row over a 2 week period. Every time I call them, there is no person with any intelligence to talk with to resolve the problem. They put me on hold for 20-30 every time. They can't manage their dates nor their communication and deliveries. As I am writing this text, I am on hold on the line, waiting for a supervisor to cancel my account. With this much mismanagement, I am beginning to doubt the quality for water from this company. This company deserves a negative star, Even a one star is too much for them, because you can not give any star to such a bad service. read more

They have the worst customer service of any company I have ever dealt with, even the phone company. You cannot call them. The email communication is ineffective, and I went to the BBB but they already have an F with hundreds of unresolved complaints. At my business, they kept bringing so many waters that we had a pyramid of water in the break room. So we cancelled, them, and they are one week late picking up their equipment that I assume they are still charging me rent on. At home, they were kind of ok, but then we cancelled them, and they not only kept delivering, but they put our new bottles out on the curb and did not take the empties from the rack in the porch. Do not use them. read more

This water service was fine until about 4-5 months ago when they turned into primo brand they miss deliveries and still charge me and then charge me for items I did not order. Don't even try to contact them because it's not gana happen. If you see primo brand run they are trash read more

I was a customer with this company for over 20 years, but since they were transitioned over to Primo brands in May, the delivery and Customer Service has been horrible. I did not receive any water delivered in May or June and had to go by 5 gallon jugs of water from the store. From July to December my deliveries were delayed on three separate times with the last time being the delivery for December 19 being delayed to December 23. When I contacted customer service on December 23 and asked if my water was going to be delivered The customer service representative told me well it wasn't 6 PM yet. I then asked what if they don't deliver my water today. When will it be delivered and they told me it would be delivered on December 26. After I terminated my call with customer service I went to check my emails and saw an email from Primo brands a.k.a. ready refresh stating I canceled my delivery. I was flabbergasted as I'd had done no such thing. Needless to say, I googled another water delivery company and signed up for a new company and canceled my delivery from Primo brands altogether. Throughout the last seven months with Primo brands, I have requested a call or contact from a supervisor or Manager regarding the customer service and at no time was my request honored. I'm very sad that after being a customer so many years with this company that this is how I was treated. read more

Horrible experience. Hard to get hold of. Terrible service, unreliable delivery, sending me late payment invoices, late fees that they said they would reverse have not been. I used to also have Sparkletts and then they merged. The website doesn't match the account balance or when delivery is coming. Spoke to someone for 36 minutes this evening. He said he'd create a case for me and try to reverse my charges and also give me a future monthly discount. Even after receiving multiple apologies I don't trust my situation will be resolved. He read my charges and payments out of order and was very confusing. For a company that provided a service which should be a luxury we don't need to spend our time or money on something inconsistent. I can't believe in this day and age a company could be this much of a disaster. read more

Since they were taken over by Primo I have had nothing but bad experiences with their delivery system. They just texted me that again they would not be able to make a delivery that has been scheduled for a month. I don't have another option since they have bought up all companies in East County in San Diego, I thought monopolies were controlled and should not happen, I guess I was wrong read more

I've been getting water delivery for a few years. Now that they merged with ready refresh it's a miracle if I can get delivery once a month. You try to call but are on hold up to two hours. Than you speak with someone who says they don't know what's happening and can't get an answer. They will write issue down and try to remember to bring it up. Than the prices went up and I was not notified. You can't use online chat services because every agent is unavailable. Site tells you to send a message but no one ever responds. When you call they say they don't know if anyone is even monitoring those emails. Like seriously, every time I call it just keeps getting worse. And unfortunately they are the only water delivery providers in my area :( read more

I would give it a zero if I could. I have paid all my accounts on time one account now says a credit of $20 while the other one is -$40. When they changed companies, this whole thing became a mess. My deliveries have not been made, and the other account has had several deliveries that were not requested. This is a horrible mess. No one answers the phones or they keep telling me to call the phone number which then I did today and the person on the other line was rude. I tried canceling and they keep telling me I have to call the number and when I do, they put you on hold for a very long time or the call does not go through. read more

ReadyRefresh - Water Delivery Near Me - San Diego, California

Furious is is an understatement when it comes to this horrible company. I was a customer with Sparkletts for 5 years and never had one issue. Primo and then Ready Refresh took over and everything went to crap!! They legit STOLE money from me!!!! They automatically withdrew $379 from my card on file, which was a typo and should have been $37 for a cooler rental and a couple bottles of water. THEN I didn't even receive an invoice before they withdrew the amount. I had the same monthly bill all 5 years so I know I didn't rack up almost $379 dollars worth of water. It's been OVER 2 months and 20 calls and still no refund back to my bank!!! I have never seen such horrible customer service or incompetence with a company!!! STAY FAR AWAY FROM THIS COMPANY!!! read more

I'm updating my review to let everyone know this place is still ridiculous!! I cancelled my account and they were supposed to send someone to pick up the bottles and the water dispenser yesterday. Right on cue I got a text saying they couldn't come yesterday and would come today. I get an email this morning confirming they'd be out today for pick up. It's after 6pm and NOTHING! Not a call, or text or email. Just nothing. If you guys don't figure this out I'm just gonna leave this stuff outside and whatever happens to it, happens to it ‍ I've never dealt with a company like this before. read more

If I could not give any stars at all I would. First delivery didn't show up. They delivered a few days later. Second delivery also no show even tho I got email and text notifications that they would deliver. Called them (took a while to find the number!!). They insisted that I had emailed them on Nov 8 and asked for delivery to be cancelled. I did not. Then the customer service person asked me if we could negotiate when I told her I wanted to close my account. They are the worst read more

DO NOT SIGN UP! I started with Sparkletts and everything was great, then they merged with Primo and now Ready Refresh and my delivery keeps getting moved... 4 times so far and counting. The worst part is that you cannot get through to customer servicce, the app doesn't work, that chat function on website says no one is able to help you and the phone wait times exceed 30 minutes and then you are told the merger has made it so they can't see your information. How is this a business??? read more

Three changes to delivery date/time in the few months weve used them. Absolutely no customer support. Incorrect order and billing info on website. Purposefully confusing invoicing. read more

Terrible company! Such a scam. They charge late fees on closed accounts. We closed an account in July and squared away past dues in August. Literally have an August 30th invoice with $0 balance and they continued to charge and tack on late fees. Don't bother with this company! read more

I've been getting home water delivered from ReadyRefresh for the past 5 months. Since they became part of Primo Brands last month there have been delivery problems. My delivery this week has been rescheduled 3 TIMES over the past 6 days. Time to switch to another brand not owned by Primo like Culligan. read more

ReadyRefresh - 3 unexplained rescheduled water deliveries over the past 6 days! Avoid ReadyRefresh. - Water Delivery Near Me - San Diego, California

Very disappointed as a new customer. Just signed up and they couldn't follow delivery directions. They were supposed to check with my apartment building office and they would let them onto the elevator, instead they delivered the new cooler and 2 bottles that are incorrect to the lobby saying no key. I tried to reach this company by phone and it keeps disconnecting saying they are having a higher than normal call volume and their website is crashing. Its unfortunate because I did business with Sparkletts several years ago and they were pristine. read more

Terrible experience. I was using sparklettes\primo water and my account switched to ready fresh without notifying me (other than to pay my past due invoice because my card was no longer on file). They postponed my delivery and it's impossible to get any customer support. I'll be canceling my subscription and finding a different service. Very frustrating and terrible customer service. read more

Terrible service since the merger. Our delivery has been postponed 4 times! The number of bottles to be delivered is also wrong in the email they sent. It is now 5 p.m. and they have still not delivered the water. Our office/reception closed at 4:30 p.m. We have a long history with getting the water supplied and have never faced such issues in the past. They have always delivered between 11 a.m. and 2 p.m. (our preferred time) but right now I have been asked to wait till 6 p.m. as they have delays. Sorry, no can do! I have appointments after work. Already waited an extra half hour. I called and they said they will postpone the delivery but next available is July 16 or 17 ... no service for June?????? Does anybody know of another water delivery service out there that is more responsible? read more

Ready Refresh started out great for me in 2023. The prices were good, delivery was on time - easy peasy. Then the price increases started and by Jan 2025 I was paying double for the same products. Then enter Primo Brands. Since the very beginning of the word merger, this company has been a sh** show. I have had no deliveries, and customer service is non-existent. The hold times when calling -- if you can find the number -- have been 45 minutes every. single. time. A very nice agent comes on, apologizes, and offers a free bottle. Set me up for delivery two days from now, then boom! rescheduled. They can't get here during business hours. This has happened 7 times since May. Can't get here. Meanwhile, other people on my floor, 500 feet from my office, get their deliveries. Every time I call, apology, delivery scheduled for 2 days from now. NO SHOW. Rinse. Repeat. So they can't deliver water, but the billing department is in full force. They haven't missed a bill. I have a cooler (without water) and they sure bill for that each and every month - plus two water deliveries I never got. They owe me over $100 and their answer is a $30 credit on my next three deliveries. Deliveries??? What deliveries? I ain't got no deliveries. I had to file a fraud report with my credit card. Services never received. And I can't get them to pick up their equipment so the circus continues. read more