Primo is much harder to work with. They added more charges. Charged for paper invoice even though I always had in in auoto pay and didn't ask for paper invoice. They do deliver but not the ammount I asked for. Do they even check the account with my information? Ot top of everything I was charged twice for the same delivery on Dec 1 and on Dec 2nd. Double charge! Now I have to take time out of my work schedule to deal with it! Wat a shame! read more

I notice that on almost every negative review Primo asks you to contact them directly to work out any issues. I did so and basically got back a form response. No acceptance of the shortcomings, the unscheduled services or acknowledgment that they ever received any of the communications I sent them. Just they'll pick up the cooler and we still owe for services we didn't order. Not surprising, it's probably a bot on the other end. We set up the service originally through Costco. Next step is to contact them and if nothing else let them know what a crappy vendor Primo is read more

Some old customers have merged into Primo, and I am one of them unfortunately. First, the bill is still showing that there is a pending payment even after it has been paid, and it is not allowed to view/modify the delivery time because there is a pending payment. Secondly, there is still no news about the water that was supposed to be delivered last Wednesday. I called 3 times, but no one answered the phone except for a long wait. Who can really help with that? read more

I honestly cannot believe this company. I closed my account and they did not pick up the water cooler FOUR times. Then when you try to call them and ask questions, you will be put on hold for over ONE hour. I'm on hold right now as I wait to speak to someone right now. My phone shows 1 hour and 52 seconds. I must be crazy to stay on hold this long. Do not use this service. They do not care about their customers at all. To give a customer FOUR pick up times and NOT show up nor call the night before is unheard of. read more

Water promised again today and.... NO SHOW. Why am I surprised haha. Did not call because I didn't have an hour to wait on hold.... for another promise from the phone people in the Philippines. I asked last time and they said that's where they were. read more

Lies lies lies. Haven't delivered in WEEKS but keep giving me new delivery dates that come and go! read more

Sparkletts Water - ALL THE EMPTY WATER BOTTLES! Luckily I ordered extra for a few months but even those are gone!!! - Water Delivery Near Me - Irvine, California

I am writing for a place of business. We have been waiting for a water delivery since May 15. They keep on changing the date of delivery. Whom ever planned the merger should be fired. It is the worst transition of a company I have every seen. We keep calling which is a waste of time. They assure us they are coming and guess a no show.... read more

Prices have increased and more fees added. Service is most unreliable repeatedly with no way to get in touch with customer service in a reasonable timely manner. On hold for almost two hours to be told new delivery date. Then still no delivery on that new date. I'm so frustrated! read more

The absolute worst!! They've no showed us now 4 times! Summer is coming & kids are thirsty... completely unacceptable. I wait on hold for 40 mins for nothing. They know nothing since the merge. I'd give zero stars if possible. read more

Being on hold for 30 minutes after requesting a call back is so insulting to your customer's time. Last time I held for an hour before getting a promise of a delivery on June 20th that didn't happen! Please help. All our office buildings have empty bottles read more

Really terrible company after the merge from Sparkletts to PRIMO!!! If I could give negative stars I will! Delivery schedule keeps on changing WITHOUT NOTIFICATION for you to prepare! THEY WANT THEIR CUSTOMERS TO BE THIRSTY for not delivering water as promised!!! Very disorganized company! And calling takes too long to answer! They don't care about their clients! Awful service! Stay away!!! DON'T DO SERVICE WITH SPARKLETTS / PRIMO!!! read more

20 some years of good service, now, gone. Current Driver can't read English, so if you have multiple selections like I do (distilled, Spring & Purified), and you verify online what you need this time, you ain't goin get it. The driver is illiterate. He does not know the difference between these types of water. Apparently he can't or refuses to read. This is just another sad story of a good company going bad. Please, save yourself the trouble of dealing with a very unprofessional company. read more

LIERS they suddenly without notice started dropping 5 full bottles each week on our door step, not respecting our schedule and without any notice, we have 20 bottles now it's been more then a month we call them every other day they give us a day to pick up and never show up we have 13 empty bottles and they keep lying each day they tell us they are coming to pick the empty bottles up but they never do, I'm taking them to small court at this point they are not honoring our agreement and it's getting dangerous to have these bottles at home with kids around. read more

Worse water service , even worse service since they joined primo water . I was transferred 4 times . Never got through to anyone. So frustrating. read more

Ugggg...Sparkletts merged with Primo. Sparkletts was great. Primo...not so. The new Website only allows you to skip one delivery ahead. Called and the person who answered....after a LONG hold, did not have command of the English language. I kept trying to explain I needed to skip several deliveries and he kept repeating the wrong information back. No way to verify if the information of delivery skip was comprehended. They also have a place on their new website for tipping. Don't they pay their drivers? read more

I'm a long time Sparkletts delivery customer, and since Primo has takeover the company, I can no longer get it delivered anymore. When I call the customer service, they give me the impression that they would rather I cancel my account, or accept their Arrowhead alternative (which taste like my tap-water :-( read more

Do not use this service. They dont care about their customers, they dont deliver water on time or at all and the customer service center is ALWAYS closed. Fair warning. read more

Customer for over 15 years. Had a great delivery guy which I found was key. You could set your watch by him showing up. He helped keep prices down for me too. Then they got purchased several years ago and the whole thing turned to caca. My delivery driver took early retirement. Went weeks with no water delivery. They wouldn't pickup bottles. I had over 30 bottles on my side yard. Of course the accounting was all goofed up. Calling them is a joke. Get put on endless hold. Put in a water filtration system, cancelled the bottled water delivery and life is much less stressful. Life is too short to deal with these incompetent fools. read more

i been with sparkletts water for almost 5 in long beach the first 2 year;s it was good service, and after that, problems and problems my first problem was a leek from the plastic bottles the almost damaged my floor i call them they replace the bottle but the problem continue again and again i will never going to get they service again read more

If you enjoy waiting for delivery for hours on end, receiving false promises, being on hold for 40 minutes on the phone, calling Sparklettes daily only to get the same empty response (after listening to their annoying self advertisement on loop the whole time your waiting), being told the driver will text you (never happens), or getting things rescheduled without notifying you, and to top it all off - no water at all - by all means, you found your service!!! Good luck Sparklettes! You suck so bad and I really hope you go out of business because you deserve no business at all. read more

The delivery issues are horrible. They were over two weeks behind our 07/06/3021 delivery before I called. They were pleasant and told me they were short drivers. They finally delivered on 07/22/2021, which would've been a regularly scheduled delivery date. So we completely missed the delivery for the 07/06/2021. Then they missed yesterday's (08/03/2021) delivery so I called the 800 number. The lady I spoke with was pleasant and did ask if we had enough water to get us through until 08/17. She also stated they're short drivers due to injury and illness. When I asked about having water delivered tomorrow, she told me, "We've been told to avoid scheduling outside the delivery dates because it causes confusion, double deliveries and double billing." All these issues started when "Primo" took over for Sparkletts. I am wondering if they're short drivers because they reduced their number of drivers or is it really illness and injury. I'm not calling the customer service representative a liar, as she is only telling me what she is told to tell me. One last item here is the Yelp review response from the company. It's a generic response asking for a direct message. How about address in a response what everyone is complaining about, the missed deliveries and broken promises. read more

I ordered thru Costco 2 years ago. Since February 2021, I can't get deliveries, their web page is down, get different answers from customer service and run around from Route Manager. March, 2021 finally got through to Tony Alvarez,, Route Manager he said he doesn't have staff and is hiring.. he promised I would have water March 16; never received. Emails and customer service provide dates that are never met ...water Never arrives and date pushes out to the next day for weeks. This is no way to run a business. Seeking local water delivery services that understand concept of Customer Service. Costco today able to escalate to Sparkletts upper management. I spoke to DS Water, Cody, yes she confirmed. I will get water delivered today. Surprise.... It was not delivered today. Can anyone recommend a reliable water delivery. I am on Eastside Costa Mesa. read more

Seriously been on hold for over an hour now trying to figure out why they haven't delivered water in over a month. Find another water delivery service. Primo/sparkletts is terrible. If they answer. I'm just going to cancel our account. read more

Sparkletts Water - Seriously been on hold for over an hour now - Water Delivery Near Me - Irvine, California

I've been a loyal customer for many years. Only have had a missed delivery once but last week on my scheduled delivery on Tuesday the 13th no water. I called customer service and the rep rescheduled for the next day Wednesday the 14th. No water the 14th. Called again and this time rescheduled for Friday the 16th but was told I would get a credit on my account. No water on Friday and don't see my credit online. I went online and rescheduled for yesterday the 20th and nothing. I'm fed up with these people. read more

Going on 4x now that they have missed my delivery! Was given a contact for the district manager, he is also not returning our calls. This is the worse service ever! Why pay for a water delivery service if you have to replenish your water between deliveries! I have emailed several times with no response! Deliveries rescheduled and still missed, promises not kept. Costco really needs to stop selling this service if they cannot deliver the product. They need to work with a different company. I am now searching for a company to take over. So frustrated read more

Sparkletts Water - My hold Time today with no resolution - Water Delivery Near Me - Irvine, California

We have a Pureflo dispenser and in the past when we've had issues everything was quickly taken care of. I had to call yesterday because our water started to smell like fish. I was on hold for 3.5 hours before anyone came on the line to help me. They told me they'd be out the next morning to service our dispenser but still hadn't showed up by the afternoon. I honestly can't believe that they left me on hold for so long let alone that they would miss their appointment without so much as a heads up. Especially when our water is undrinkable. Very unprofessional. Update- Sparkletts no showed for their appointment. It's been 5 days (albeit including the weekend) And now I'm back on eternal hold. read more

WORST ever. Don't even want to waste MORE time by writing a long review. Dirty bottles. Bad deliveries. Missing deliveries. BUT NEVER missing billing! Delivery cost increased almost every month this year so far. AVOID. read more

DONT DO IT - you will regret it This is the worst thing you can ever do. Don't do it - they are RATS They're all too happy to sign you up and take your money but you're on your own after that. Look at all the yelp reviews. Got a wonder why they only show one star and most reviews. I'm sure they would be zero stars if it was available. Truly run away from these guys until they stopped or deceptive BS practices I mean really in today's day and age I should be able to manage my account and my subscription via the Internet or the website. They force you to call to cancel so they can wear you down. I was on hold for 15 minutes when I finally hit one to have them call me back. They did call me back and immediately hung up after they did. They suck. Next I have three phones calling them all at the same time. Was on hold 57 minutes before a girl finally answered and told me she needs to transfer me to another department. Again them just trying to wear me down. I was on hold about another 20 minutes before I was allowed to speak to somebody who could help me. I did cancel. I will never use this company again. read more

We moved and the moving company would not move anything with liquid. Therefore, we called to have equipment picked up. Two weeks later equipment is still sitting outside of house. Have made at least 6 calls and everyone promises to follow thru and call back. No one ever does. Supervisors are never available and also do not call back. Save yourself a headache and the stress and find a company that actually cares. This one does not. read more

I would give it a minus one if I could. I was scheduled to have a water dispenser and two bottles of water delivered yesterday. The driver came and the dispenser did not work. I asked him to have a manager call me and make sure that I was notified when a delivery would be made of my machine, I did not get a phone call or any correspondence at all except an email Friday morning, which is today saying that I would get a delivery today I did not get any kind of information about when it would be delivered or what time so I called Sparkletts I was told I was the third stop from the current schedule I asked to speak to a manager she took my information I have yet to speak to a manager. I called a second time. Oh yes, you'll get a delivery. Today was the statement I need to speak to a manager. Nothing at 2 o'clock this afternoon I called Sparkletts again and they're telling me I'll get a delivery on Monday without even asking me or calling me to see if I would be home which I will not be. The service is absolutely disgusting. No manager has yet to call me after three request. I have clearly been lied to not once not twice but three times. This company is lost. I would never in 1 million years. Recommend this company. read more

The experiences got worse and worse. Billing systems that made no sense, incorrect bottle amounts, drivers wouldn't take bottles for weeks because the "truck was full," management never contacted me to help with my issues, (despite asking for my info via Yelp) and customer service wait times were very long. I finally had enough and found a local water purveyor. Now I am in week 2, waiting for my bottle deposit returns, and still nothing... stay away, far far away. read more

Sparkletts has missed my delivery four times in a row. I wanted to give them the benefit of the doubt due to COVID but this is ridiculous. Every time they didn't come I called and they promised to deliver it on another date. I mean, if you don't want our business JUST SAY SO!!!!!! What is going on with this company? Are they going out of business? read more

I'm so disappointed with them because they missed delivery twice, and keep ignoring my inquiry. They missed the delivery last Thursday(6/10) without any notice. I had called the customer support on Friday(6/11) and they promised another delivery on next Monday (6/14). I checked that 3 bottles of water delivery schedule were shown on the portal web site on Monday (6/14) morning. However, they did not come again without any notice. I checked the portal site again in the evening (6/14) but that delivery schedule disappeared. Since they changed to Primo, they can't deliver water. read more

Awful!!! Zero customer service. Mountain Valley Water was a pleasure, in that they did their job, and treated customers with respect (by doing their job).....Once Sparklett's took over, immediate change in attitude and service....they messed up my first order...I called and got to wait on hold 40'....complained, and the rep's attitude was "fine...goodbye" One more ex-customer read more

If I could give zero stars I would. If you're thinking of signing up for this through Costco - run far and fast away! I cannot for the life of me understand why Costco would pair and promote such a horrible company. First, it's done by a company out of Florida called Primo. I received my first delivery along with machine fine - they didn't follow my instructions on delivery though. After that it was a swift slide down hill from there. I ran out of water- they were having computer issues and couldn't deliver the refill on the scheduled date. Ok I can buy that. A new delivery date was scheduled. No water! I understand the shortage of workers, what I can't understand is the poor customer service by Primo and Costco! I flagged down a Sparkletts truck asking if they were my delivery, he said no. Then began the endless loop of attempting to contact someone. No on ever answers the company phone, can't get a hold of the Costco service line again no answer, Endless minutes on hold listening to nails on a chalkboard music. I finally decided after 4 missed deliveries, I was done. They scheduled a date to pick up unit and empties, again no shows on 2 occasions so far. I switched to another company and am quite pleased. Do yourself a favor do not sign up for service from what I can see is a bogus company. read more

The worst customer service I did not receive water for 2 weeks now and they said they delivered My water and they never did plus they charged my account ... when I spoke with customer service after an hour wait they said expect that because of Corona virus we have shortage of employees...very bad excuse... then why you charge my account and say you delivered !! And I see sparkletts truck on my home street !! read more

Same experience as recent posts. Missed 4 deliveries in a row! Called customer service, long wait times, service people are nice, that's about it. I know the delivery issues are not their fault, but I was told my situation was being escalated and I would have my water delivered next day to make up for missed delivery, and it was still missed. I'd rather have them tell me they can't make up the deliveries than set a false expectation. They really need to work out their staffing issues. No need to have a water delivery service if they don't deliver. Really frustrating. Cancelled my service. read more

I think the most important issue to bring notice to is their erroneous billing. I skip deliveries often but still did get charged for deliveries I didn't receive. I was on auto pay and didn't catch the additional debits at first. I called them and got hustled, the person I spoke with convinced me I owed, even though I had proof (i.e. bank statement, my own delivery calendar) in front of me. My fault for getting swindled but they're good. The mismanagement of their accounting and dealing with getting it resolved was my biggest problem. The bottles we received were always dirty and had to be cleaned before we brought them in. I understand they take a ride on the back of a truck and dirt is inevitable but some of these bottles seemed like the truck they were on must of went off roading in the desert before getting delivered. The delivery person was always efficient and friendly. Delivery times varied which i find understandable. Delivery days did change without notice which I did find inconvenient. I am currently looking for a new water service provider. read more

I can't even rate this company as 1. Hours n 3 months they haves 3 deliveries and never call me to let me know. I have to wait 45 minutes on hold to get Custer no service, only to be told my delivery was rescheduled without letting me know. DO NOT GET WATER SERVICE FROM THIS COMPANY read more

Good tasting water , it's unfortunate that they have poor customer service . They skipped my delivery , we called them 6 times .They kept promising to deliver the next day. We still have not received our water . We pay for my daughters delivery service too. She too has not received her water . Oh and if your cooler breaks down , plan on a month before you get a new one . Poor service . read more