Let me start this post by saying I'm a very loyal customer. I try to be understanding when companies have hiccups or are undergoing changes. I strive to support small businesses (especially those that take pride in their customer service). I have been a patron of Sparklett's delivery service for 3+ years and originally signed up thru Costco's affiliate program. In the last two months, this company has failed to deliver to my home. I've contacted their customer service department 7 times. Between 6 phone calls, 2 emails, and attempting to contact my branch directly. I get told they are coming, appointments are constantly being rescheduled, and in the end it's a no show every time. It's unfortunate to see the rapid decline of this company we've used for years, but all I've ever asked for is honesty. *Update 8/4 - I appreciate Jose getting back to me on this board. I finally did get a delivery and did not cancel. Will let this group know if the service improves. read more

Cancelled Primo/ReadyRefresh on Jan 16. They still delivered water on Feb 3 that I did NOT authorize, then tried to get me to update my credit card to pay for it. Customer service admitted they couldn't take the unopened bottles back. To make it worse, their own billing notice shows I owe $0.00 -- yet they're still pushing payment. Disorganized, deceptive billing practices and a total headache to fix. Screenshot everything and don't assume "cancelled" actually means cancelled with this company. read more

Sparkletts Water - Demand email with $0.00 balance due - Water Delivery Near Me - Santa Ana, California

If I could leave 0 stars I would! This is absolutely the worst company.... They are in the business to rip people off. They don't deliver when they say they will and will charge you anyway. They are charging me 50 dollars for a cleaning fee of the equipment that I basically didn't even use because they never delivered any water! What a scam. I have called customer service several times and requested to speak with a supervisor, which by the way are also useless. That is if you can even get a hold of one because they are never available. I will NEVER use or recommend Primo Water (which is basically Sparkletts). I hope this thief company goes out of business! read more

We have been receiving Sparklets water for the past 10 years and the past 2 five gallon bottles have a different taste. Not sure if the purification process has changed. It tastes bad, like Arrowhead water. Has anybody else noticed a change? read more

Well, it's time to update my review. As bad as it was initially with Primo is how good it is today! Everything has been awesome for the past several months. Everything's been on time and the water is great! My water delivery person is Edgar and he is absolutely amazing. He drops the water off at my house and at my home. He could not be more helpful! Best water delivery person ever and the water delivery is back to being fantastic! read more

It has been two weeks since we scheduled our deliveries, and we arranged for the delivery driver to come the following day. However, every time they were supposed to show up, we missed the last five deliveries. I have spent 1.5 hours on the phone with Sparkletts, and the representatives assure me that the next auto-delivery is scheduled. Yet, this now adds up to five missed deliveries, and I am unsure what to do now. I attempted to call customer service to speak with a manager, but the representative pretended she couldn't hear me after I was put on hold. Although I could listen to my voice echoing back, she kept me on dead air, abruptly said she couldn't help me, and hung up because I requested to speak with a manager after waiting with dead air for another 15 minutes after claiming she could not hear me. If we do not receive a callback regarding our ongoing communication issues related to deliveries--which have always been timely until the past two to three weeks--we will close our Sparkletts account within the next 48 hours. We have been paying over $200 monthly for water deliveries and expect better service. read more

Sparkletts Water - empty water - Water Delivery Near Me - Santa Ana, California

Water delivery was ok but when our dispenser broke, they just kept rescheduling the pick up of the old one and drop off of the new one for weeks. Their pick up window was from 5:00am to 2:00pm so I had to be there every scheduled delivery day at 5:00am only for them to reschedule every time at 3:00pm. After almost a month I cancelled my account. read more

Really scummy business. As others have said, it's Primo Brand, not Sparkletts. Price increases have been insane last couple of years. But what made me cancel and write this review was their lack of customer service. For about a couple of months you couldn't call someone because the automated system got you to a dead end. So the only way you could deal with an issue was to cancel your service. Then after a couple of months I still got billed, I called and managed to get someone. Sounded like he was from Bangalore or Mumbai or something. So glad I canceled. read more

If I could give them a zero..... I have been a customer through Costco for 20+ years and ever since Sparkletts was sold to Primo, it has been nothing but headaches and overcharges and miscellaneous fees that have taken my normal (Sparketts) bill of about $21.97 to almost $50 per month with Primo with no change in water usage. They charge $6 to mail you an invoice, $13.99 to drop off the water and don't get me started on late fees for checks they have cashed but failed to credit to my account. I have attempted four times to get this resolved, even offering to send them copies of my cashed checks, all to no avail. I complained to Costco and they said everyone was complaining so I know it's not just me. I'm just waiting for this latest issue to be resolved before closing this account and going with a local water company since Primo has acquired both Sparkletts and Arrowhead. read more

Absolutely the worst!!! We have been getting water from their Sparkletts/Primo for our company for at least several years. Up until a few months ago, it was okay but now all hell has broken loose. We have not had a delivery in over 2 months now. Each day our Bookkeeper calls them and they keep rescheduling our delivery. They've delivered to multiple businesses here in our complex but keep canceling and rescheduling ours. We've been out of water for at least 6 weeks, forcing us to buy small bottles as well as fill up the large bottles at the water machines. Very inconvenient for a business. Last night we had an Avalon machine installed that gets water from the tap and purifies it. Today, we called Sparkletts and asked that they pick up our 3 machines and cancel our service. Goodbye and good riddance! read more

WAs sparkletts after that primo now primo brands or something like that. Agree with everyone else that this service is absolutely the worst. They deliver bottles when you don't ask for them and don't even knock to let you know they're leaving them or leave them in the wee hours of the morning when you're not even awake. We have nine bottles right now. We wanted to upgrade our system to a Keurig type, but they ended up bringing the exact duplicate of our current system. They showed up randomly early in the morning and we didn't get the door so they just left everything on the front porch we had no idea they were coming. Then we've scheduled three different appointments to have them come and rectify the situation and no one has showed up even though its showed scheduled and on the way on the website. What an absolute waste of time and energy. You're on hold for about an hour to speak to someone and then nothing comes of what was discussed. We had to put a sign on our front door that says do not leave any more bottles so they don't keep leaving bottles. It's just absurd and awful. Primo representatives: do not respond to this and say call me and give me your address and phone number because we have done that multiple times with zero results. Instead, fix the problems asap and rectify all the messes made through discounts and freebies. That would be nice. Do the job you're being paid for. Also, why on earth would you merge if you have no infrastructure or plan or capability to transition in the first place. horrific horrific mess. read more

Well Primo water did it again ! I called 2 weeks ago for my elderly parents who have not received water in 2 months. It will be delivered today before 7 pm they say and again NO FLIPPING DELIVERY! so now I will be canceling my parent service as well as my own. THIS SERVICE SUCKS DO NOT SIGN UP. read more

Primo.com has turned the water bottle business in so called into a monopoly. You are N idiot if you signup with ANY SERVICE FROM PRIMO!!! I have never known a company this bad. We are getting rid after 12 years. But Primo. Com is a stupid monopoly and they really don't care if you get water or not. We have been waiting for three weeks. And they lie and tell you it's on the way!!!!! It isn't!!!! Please don't be fooled by this miserable unprofessional company!!!! If they do a lawsuit I am going to be a part of that. A sad sick company filled with liars and that is all they are!!! If anyone hears of a law firm suing them I would greatly appreciate joining up!!! read more

I hesitate to give them even a 1. This company is disgusting. They will not answer phone calls, they leave you on hold for extended periods of time and people cannot helped because they aren't "trained" on assisting me (literally what came out of the "customer service" person). They raised their prices significantly and I can't dispute it because their phones and chat functions are being ignored. My delivery notification states that I have 0 delivery products but yet they charged me so I have no idea if or when my water will show up. I am trying to cancel but again how does one do that when you can't speak to anyone. They should be ashamed of themselves and put out of business. I have never in my life worked with such a horrible company read more

This company sucks ever since it merged with Primo or Arrowhead or whomever they merged with. I was charged on my commercial account for water that was never delivered, in fact we hadn't had a delivery in over a year yet, they were billing my Costco Citibank card monthly for water never delivered. I know it was never delivered because we were only open Sat and Sunday. Then I can't ever get ahold of anyone at the 800 number to ask any questions about my residential or my commercial account so at this point, I am so done with this water delivery service. read more

This company has turned into a joke the last few months you can't get water they're charging you for delivery services and charging you late fees when you can't get a hold of them you sit there and wait for 45 minutes at a time nobody comes to the phone who has time to sit there and wait and wait and wait still have no water they sent my account to collections I can't get online to pay I can't go online to order I went through Costco to get this service at this point they can shove it!!! They don't even deserve a one star they deserve a negative 10 read more

Sparkletts Water - Water Delivery Near Me - Santa Ana, California

I've been a customer for over 10 years. Service has become terrible. I have not received normal scheduled water deliveries. I have called customer service at least 6 times, been on hold for at least 30 min each time and sometimes waited an hour. They tell me a new delivery date and then water still doesn't arrive. I've emailed only to receive a formed response that doesn't address my problem at all. Extremely frustrated and disappointed! read more

Water delivery service scalping customers with their subscription service model. Deliveries will never be on time and they will hit you with "oh we are in the middle of changing our systems" when it never arrives. They respond to almost every single review, so we know you can read but can you comprehend? read more

Sparkletts offered premium service for many years until they were recently purchased by Primo (backed by One Rock Capital Equity.) I no longer had a consistent delivery schedule and switched to Paradise. Now that I cancelled service they refuse to pick up the eight empty containers and cooler. They also are continuing to charge me for the cooler that I no longer use. I cancelled the service six weeks ago and they schedule me for pick-up each week. They don't show up as scheduled and I have to call back and get "assurances" that they will pick up the next week. I decided to forego the deposit on the eight empties and will cancel the card so they can't continue to bill me for the cooler. Both are now in a dumpster I have for construction work. 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

Please please please help my commercial property! Have not gotten water since May 6th!!! Our office and many others in our buildings have stacks of empty bottles. We were promised service last Friday and still nothing. read more

We've been using Sparkletts delivery service, bi-weekly, for over 15 years, and it was great. We had the occasional leaky bottle, but for the most part the water was good, the service was reliable, and the delivery driver was awesome. Fast forward to several months ago when they were bought out by Primo. Service has become terrible, almost non-existent. At first there were a few missed delivery days, but that was during their web site switchover, so I patiently waited it out. A few weeks later, once the switch to the new website was complete, service became abysmal. My delivery date kept getting pushed back, always last-minute, the night before scheduled delivery. I went from Sparkletts' reliable service and never having to think about delivery time, to Primo's awful non-service and having to check every evening (after 8pm per their instructions) to see whether or not they've pushed back my delivery date. From reliable service every two weeks to not knowing anything anymore. It's been 3 weeks so far without service this latest cycle, with FOUR reschedules in the last week alone, no explanation other than they're updating their routes. This is absolute incompetence. Water delivery service is expensive enough (they also added a significant delivery charge that I didn't have with the prior Sparkletts), I refuse to pay for abysmal "service." I will be cancelling my service and closing my account. After 15+ years as a loyal Sparkletts customer, I'm done with them as Primo and would absolutely NOT recommend. read more

No zero stars available so I am forced to go with one star! This is by far the worst service I have experienced with any company in my life. Since Primobtook over I have not received one bottle of water at my home or office despite my best efforts. My wife and zi have called them at least twice a week and after being on hold for an hour or so we get them to agree to new delivery dates. These dates come and go and water is not delivered. The call center overseas says that the drivers are cancelling our deliveries and are not rescheduling them. Much of our account information has been lost in this acquisition. Is any of there executives looking at yelp, if not they need to learn whats going on stat. It's been 7 weeks of small bottled water bought at the store for work and home. How are you going to fix this Primo?​ read more

They've transitioned again. For weeks we've been told the water is coming and that day will come and go. We haven't seen them for weeks but they'll lie to your face & give you another delivery date that will come & go without any delivery! read more

This is the most horrible service I have ever encountered as this account was set through Costco with a deal set for a business. Service now interrupted as they said due to company consolidation but not only dropped a fraction of bottles on our previous shipment but stopped my next delivery until there convenience not ours as the paying consumers. Out right horrible..I don't recommend this company for anyone looking for this type of subscription. HORRIBLE !! read more

this company really sucks, do not I repeat do not ever get primo water. they suck at delivering and they suck at picking up their equipment. I canceled Monday 6/16 and was told on the phone they would pick up 7 bottles and 1 machine on 6/18. Can you guess what happened?? That's right they didn't show. Then it shows they will pick up 6/20. can we take another guess? That's right they didn't show again. Then I see it says 6/24. mind you I called Monday 6/23 to make sure they will pick it up on 6/24 Cause I have to lug that heavy ass machine in and out of the house. well today (6/24) I noticed in the morning they switched it to 6/25 then tonight I see they switched it yet again to 6/26. on the phone yesterday they promised me that they would pick it up today. Then I called today once I noticed that and explained the situation again (spoke calmly when inside I seriously wanted to yell at them) and he said he would mark it priority and they will pick it up tomorrow. Now I see it got switched again to Thursday. I am telling everyone on social media to cancel primo if they have it and I'm telling everyone on social media to avoid them at all costs. It shouldn't be this hard to get equipment picked up. I already Filed with better business bureau. read more

We have had this service with Sparkletts for over 15 years without any interruptions. There was a merger with Primo and we now haven't received water in over 2 months. We have been billed for water that has not been delivered. I have called several times and am on hold for over an hour each time not getting through to anyone. We were recently sent an email that water would finally be delivered on May 30. Nothing. We received another email that water would be delivered today June 3 between 10:14 and 2:14. Nothing. We are frustrated. read more

The worst customer service known to man. I can't even get ahold of them to cancel. Don't even try.1

Primo Water is a fantastic water delivery service - if you are never thirsty and don't drink or need water delivered, because their main logistical issues seem to be centered around *actually performing the one service that you pay them to do*. We've called a dozen times, they reschedule, never show. They're like the guy who says he's going out to get a pack of cigarettes in the evening but ends up never coming back and living with a hooker in Reno (thanks Dad!). It is obvious that these guys couldn't find a way to get you water if you lived in the middle of a lake. One star is infinitely more stars than they deserve but Yelp unfortunately doesn't allow me to take stars away from other reviews. Find literally anyone else. Drink out of your garden hose. Try to capture rainwater. Just for the love of all that is good in this world, don't subject yourself to this service. Edit: I went to the Water Store on 17th to fill my bottles myself. They're super pleasant, and make the process very easy. Update 8/24: As you can see, I got the same form response that everyone else did. We canceled our service before he reached out, so about a week ago. We put the water cooler out for them to pick up. They never showed to pick up the water cooler because OF COURSE THEY DIDN'T. However, they did show up today to (checks notes) DELIVER WATER. To an account that is canceled. After not delivering water to us when we were actual customers for like two months. Maybe the issue with this company is that they're caught in some sort of temporal bubble that causes time to work differently for them. That's the only thing I can think of to explain this insanity. read more

Sparkletts Water - Primo Water's supply chain - Water Delivery Near Me - Santa Ana, California

The worst customer experience I have ever had. After not receiving my water delivery, I called and they said my account was past due (which I had been trying to pay online but the website just spins and I cannot log into my account). So I paid it via telephone. Next month, no delivery again. Today I called again. They said that there was not account under the number I gave them, even though I had my bill in front of me with the account number. Put on hold for 45 minutes. They said it was because of a change in ownerhsip/companies???? Finally asked that they call me back. Still have not heard back. I just want to cancel my account now. Please help! read more

If I could give negative starts I would. Worst experience ever, they switch my delivery dates without notice and they owe my money for charging me double for some machine that I don't have. Worst customer service from over seas read more

Horrible company. I got Primo water through Sams Club. Was not happy with services especially the rude office staff. Told them to pick up machine and empty bottles a month ago and they have taken no notice. Now they are charging me an additional $9.95 for another month of machine rental. I also was overcharged for bottles that I didn't receive. Buyer beware . If I could give less than one star I would. I am still waiting for them to pick up. read more

My appreciation to Joe & Phil. These guys are ALWAYS accommodating & FRIENDLY. Their positive nature leaves behind a positive vibe, EVERYTIME. Please recognize their professionalism! read more

Once again we're left without water. We were set to get 15 waters delivered for a full house and got 6. Now we're out and one of us is really sick and need it. We had a date for the date for delivery for the rest and it never came. I really don't know why we keep this service as I'm sure there's more reliable places. It's water after all. We shouldn't be guessing if it'll come or not. Thanks again for having your delivery service be unavailable to loyal customers. Great... read more

DS Water Services through Costco recently transitioned from Sparklettes to Primo water bottles. Since this transition, my water deliveries have not been reliable at all. I have had to call more than once to get water delivered ASAP. Looking to make a switch...what a PITA! I recently called because they just eliminated my delivery due to the 4th of July holiday...? This is bad business, what am I supposed to do without a water delivery for a month??? This may help the business with their scheduling, however the customer that relies on their service gets bumped to the next delivery date...not ok! read more

Update on my review. I waited almost 2 weeks for someone to pick up the equipment and still no one showed up. I then took the equipment to the Santa Ana location myself yesterday and got a receipt for everything. When I asked the lady if I should tell my neighbors to do the same she said sure " If someone is here then it's okay." I'm so glad to be done with this company. read more

See all

Ever since sparkletts transitioned to Primo water the service has been horrible. This is the 2nd time this year that they have not delivered any water to us. First time it happened we had to call them 4 weeks in a row and had to beg them to deliver water. Skipped 3 of our scheduled delivery and skipped all the extra delivery we requested. Fast forward to today. Skipped our scheduled delivery again last week. Scheduled 2 more extra deliveries for last tuesday and today and guess what?!? They cancelled that too without warning. No courtesy call or notice. The customer service phone number is useless. You are on hold for over an hour and whoever picks up cant help you at all. I been told several times they will have a manager call me and never got a call. Never got my deliveries. Save yourself from the headache. Will be cancelling this service and suggest you dont even bother trying them. Go with someone else more reliable! UPDATE: cancelled our service on 6/9/2021. And they cant get here fast enough to pick up their bottles and water dispenser picked it up the following week!!. They dont have enough manpower to deliver your water but they will pick up their equipment right away I guess now we know what their priorities are. read more

Today will be the end of my relationship with Sparkletts. It has been 10 weeks since my last delivery. I kept putting my bottles out as I am supposed to get deliveries every 2 weeks.  I was told there was a system problem, a shortage of staff, I was even told I had a delivery in July...which I never got but was billed for, and in hopes of actually getting water when it was promised I paid. I regret that greatly. Money I will never get back for product I never received. Even with that it has been 10 WEEKS since Sparkletts has delivered any water to me.  No explanation, only "I am so sorry there is nothing we can do" After my THIRD phone call and spending over a total 2 hours on hold I was ASSURED that the next delivery would come on Monday the 16th, which at that point was still 2 weeks away. I had been assured before that my next delivery would definitely take place on the 2nd and my delivery calendar online said that as well.  Then, on the 2nd, no water and when I log back in it still shows the 2nd but now it also shows the 4th. I bring the bottles back in on the 2nd and back out on the 4th.  No delivery. Bring them back in again and call to find out it will now be the 16th definitely and we will GIVE YOU 4 free bottles for your inconvenience to keep me from cancelling my service. So today, I take my 6 dusty empty bottles out again.  I get an email saying "YOUR DELIVERY IS TODAY" at 9:30am.  YAHOO!!! The bottles sit out ALL DAY.  I just checked my email again when I got home and have one that just says "DELIVERY UPDATE: WE'RE GOING TO MISS YOUR SPARKLETTS SCHEDULED DELIVERY" What in the actual......?! I bring the bottles back in again, as my association has sent me warning letters about leaving them out days on end waiting for the deliveries that are promised but never come. I have been a customer for many years and this is what I get, well actually what I don't get. I don't get any water, no reason behind it, nothing for my long long inconvenience of lugging a bottle to the store to refill on my own and lug home. Just promises, a constantly changing delivery calendar with no notice and now just an email saying "Sorry, we're not coming" not coming to deliver the FREE water we offered to keep you from cancelling your account with us. Now I see that the next date on my ever changing, never correct delivery calendar is AUGUST 30th. Because when you hire a company to supply you with a product on a regular recurring basis, of which you have faithfully paid your bill, you can just wait 12 WEEKS between deliveries when you should have had 6 deliveries in that timeframe. But here I sit with ZERO deliveries. I will now discontinue this futile dance of believing what I am told, believing the calendar that your company posts notifying me of my delivery schedule, taking bottles out, bringing them back in, taking them out, bringing them back in, going to the store to fill one myself (and only 1 because you say you're coming so I surely won't need more that that right?), taking them out, bringing them back in, filling another bottle at the store, taking them out, bringing them back in. Seriously? I'm done. read more

Beware! This company is a bunch of criminals. I am blown away that the business practices of this company are legal. I have been a customer for nearly 15 years. Prior to Covid-19, water was never delivered on a scheduled time. I have had to call many times to find out what the issue is, why we have no water, or why they drop off so many bottles. It's always either too much or none at all. Once Covid-19 started, they stopped delivering water to one of my small businesses all together. I never requested to stop water delivery. It wasn't until one of my staff messaged me that they had to start bringing in their own cases of water and that the empty Sparkletts bottles were in the way that I even knew water had stopped. This began April 2020. Even though they stopped delivering water, they continued to charge me rental and other fees, for a machine we could not use. I called in August 2020 and they reviewed the bills and agreed to give me a credit for the months they had not delivered water. This never happened. I called again and they said the credit was still under review, so I took the account off auto-payment until they provided the credit. Then within 60 days, still no credit, they sent my account to collections. Now I have called several times and it's always over an hour hold time, and they basically say there is nothing they are going to do about it, pay the money and deal with it. They say there is no record of them providing any credits for the previous year, and are now charging several months late fees, charging for the rented machine value in full ($170 for a used machine I have been renting from them for several years), plus the cost of all the empty bottles we have. I have 7 other locations with water service from Sparkletts. You can be sure they will all be cancelled as well. Criminals. read more

Also experiencing the worst service in years as of late, Last 3 months since bottles changed to Primo, delivery was missed at every scheduled date. The last 2 deliveries I was able to call and wait on hold for an hour to get someone out relatively quickly but this month they have skipped 3 separate extra deliveries I asked for within 1 week. I called today and the CSR literally refused to connect me to the branch manager that services my area citing it was against company policy. I tried giving this company the benefit of the doubt, as I had no issues for years, but these last 3 months have been horrendous and I will likely cancel my service. Sorry to see them use up all the goodwill I had for them. read more