Since Hinckley Springs became Primo brands, their service has decreased tremendously : -They have delivered incorrect orders -Failed to pick up empty bottles -Failed to return to correct problem deliveries -Customer service makes promises and the delivery people do not comply Tired of all of the problem deliveries. Currently, since we have received a double order and empty bottles have not been picked up for weeks, we have a bill of $322.00 for a household of 2 people. Absolutely horrible service!! We're cancelling. read more

had a very frustrating experience with Hinkley Water Delivery Service. They repeatedly delivered our water to the wrong company, causing delays and unnecessary inconvenience. What made the situation worse was the lack of communication. It was difficult to get updates, and no one seemed to take ownership of resolving the problem. Reliable delivery and clear communication are basic expectations for a delivery service, and unfortunately, Hinkley fell short in both areas. I hope they improve their delivery accuracy and customer communication so other customers don't have the same experience. read more

We have been with Hinckley for over 30 years and had relatively few issues with their service. And they NEVER missed a delivery! That all changed when PRIMO bought them. Now I've had nothing BUT PROBLEMS. My 30 year account disappered, major billing issues, and now for the first time ever a delivery scheduled for June 18 for my usual delivery of 6 - 5 gallon bottles of water NEVER SHOWED UP!!!!! I called, I emailed, I texted, and pleaded for help in getting my delivery as scheduled. NO ONE EVEN HAD THE COURTESY TO RESPOND EVEN AFTER I BEGGED! I've finally made the decision to DUMP PRIMO. I work at Costco and management at HQ will be getting a letter about the TERRIBLE treatment someone on the Coastco\Primo water plan received after over 30 years of loyalty. I have cancelled my program with BIG CORPORATE PRIMO and am looking into Culligan, Water One, and a couple of other independemts because CORPORATE primo doesn't want me apparently! Good Riddance! read more

Hinckley Springs Water - Should charge them by the minute. Please Hold, Primo Brand LOVES your business so please hold for 1 more hour, Thank you!!! - Water Delivery Near Me - Chicago, Illinois

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1. Water wasn't delivered - kept rescheduling 2. Took 1.5 months to pick up water jugs. 3. Got water filtration system - in my house, flooded my cabinets. 4. Installer reeked of alcohol one time, didn't know- and acknowledged, wasn't sure how you fix it. 5. Claim dept. didn't cover all the costs to repair cabinet and then ghosted me when I ask for a number for the installer (who had the pictures of the damage) RUN RUN AWAY FROM THIS COMPANY read more

Since the Primo Water takeover/merger--the experience has been awful. Our delivery guy is very good--but the product and corporate customer service is terrible. As of late, we've had: -faulty equipment that we've had to change out numerous times -debris and minerals in the spring water -then they switched websites and ghosted us for two weeks with no water. Finally they showed up and left 12 bottles for some reason--we never have ordered that many. Chat and phone customer service is awful--based offshore. Bad English and no resolution. They'll lie a few times about not being able to credit you--eventually they will offer more and more. By that time--I was done--and had to go through the gauntlet of trying to cancel the service. Now I can't get them to come and pick up the 12 bottles and dispenser for over a week. Avoid this company. read more

I have had delivery to both my business and my home for many years! They have 100% provided me with consistent delivery and over- the-top courtesy from the driver(s). Occasionally there are changes to who the driver is, but every one is considerate and friendly! There has to be a regional problem to cause the low rating ‍. In my area ! read more

So, just an update that I was contacted through Yelp with a message and told if I DM'd me they would give me a call. Here we are on 5/22 and nothing, they reached out on 5/19. I am also still waiting for the original call back from a phone call with a rep on 5/ 1, LOL. OH!!! Did I mention that this is a "KEY ACCOUNT" (supposedly) we are talking about. BAHAHAHAHAHAHA, key account, more like a "we will gladly take your money and provide NO SERVICE" account. All I want to do is cancel with them and have been on the phone trying for 1 hour and 32 minutes!!! You can't cancel on the website because this is a "Key Account". I am literally not even sure what to think at this point other than load up our gear, drive to the warehouse and dump it on our dock. This is the craziest thing!!!! read more

Started with a bot on the chat. Asked for a human. It said a human joined the chat, but it was clearly another bot. We are approaching our April delivery and online it says there's no water coming, but May's does. All I wanted to know was why my April delivery didn't show any water coming. I repeatedly asked how many jugs were coming and it was not answered. I confirmed the quantity that was coming in May and then the bot changed all my orders to the quantity coming in May even though I did not agree to any changes. Then, I wrote that I did not confirm, and it said it was too late to change anything and it disconnected the chat. It then had the brash audacity to send a survey...but after clicking the link, the cherry on top of this absolutely terrible customer service is that the link didn't even work. read more

I signed up for their service, they changed the delivery time 3 times without asking me or letting me know. Terrible company. Canceled.

Ever since Hinckley became Primo they have provided the worst service ever. Had been waiting for my 4-5 gallon delivery for over 1 weeks and keep on getting rescheduled every 2 days until today. Today was my last strike after speaking with a manager. Customer service is awful, manager awful! They cannot deliver water but he wanted me to confirm a day to pick up the empty gallons prior to canceling my account? This has been so frustrating and so ridiculous!!!! PLEASE DO NOT GUVE THEM TOUR MONEY! THIS HAS BEEN SO AWFUL!!!!!!!!!!!!!!!!! ​ read more

Since Primo took over, I have made monthly phone calls. Listen, the job is simple, drop off a bottle or two of water, take my empties and charge me accordingly. They can't manage to do that correctly any longer. I have had Hinckley deliver water to my home for 4 DECADES. Yes, 40 years. I am about done with the issues and no water where I will go purchase water (FROM ANYONE OTHER THAN ONE OF THE PRIMO BRANDS--even if it costs more!) at retail, or get a filter. 40 years and no one there can get the billing correct? Screaming on the phone, terrible customer service. From Monday - supervisor will escalate and have an answer by Friday!! And, in the meantime, the account is locked (without notice!) and no water will be delivered (skipped delivery without notice). Seriously - they do NOT believe I have not paid rental for decades that it takes a week (or MONTHS to be honest since this is not the first phone call) to clear my account, send me a corrected invoice and deliver my water? Here is this month's issue. Decades ago, we bought our dispenser and it is billed at $0. I have a 2011 bill showing zero rental, so before that date. JULY we start getting charged for the dispenser!! We are OWED a credit for the overcharge, called several months now, no credit, and NOW the account is on hold, I am out of water --- THEIR ONLY JOB -- and a LATE FEE!! ON what they OWE ME!!! They say read your contract?? WHAT contract? I have nothing from PRIMO - and decades of a great Hinckley relationship. Means nothing. They want to charge for something I do NOT have. They did not provide me with a brand new dispenser now did they? And NO I don't need one or want one. No one will refund the money or release the account - tho we will see what they say, IF they bother to respond at all Friday. If zero stars was an option, they worked hard to get the zero. Who yells at customers? Who misses delivery, misses reschedule, and creates phantom charges for customers who may not look at their bills - SCAMMY!! Stealing from customers. IF YOU USE THEM _ LOOK at EACH and EVERY BiLL for agreed charges!!! EDIT: One MONTH Later, got some water, but the BILL still shows I owe water cooler rental for a unit I stopped paying for in 2008 - almost 20 years ago!!!!! Still no resolution. :( read more

I give them a -1 out of 5 Stars. They are the worst water delivery company that I've ever dealt with. Just like another review, I too was skipped and charged. I also was promised delivery the next day or promised a phone call from deliver representative, but nothing. Their "chat" for customer service doesn't even work. Do not get this water bottle service. read more

The Spirit Airlines of water delivery services... My delivery date has changed 9 times in the last 3 weeks. Each time, on the day before I have received an automated call reminding me of my delivery date and to leave my empty water bottles to be picked up, nobody shows up, I login to my account and see my date has been moved back. I've spent around an hour total on hold waiting for a customer service person and not gotten any response or resolution. Part of me feels bad for the person responsible for reading and responding to these messages with generic apologies when it's likely caused by bad managers and poor leadership decisions. It's not that hard to get water on a truck and delivery it to a location OR provide a modicum of customer service when you can't live up to your promises. read more

Primo Water Company has to be the worst! Their billing system is terrible. For the last three of the five months, they have locked my account due to nonpayment. I called and re-entered by SAME billing information each month. Even though, everything is the same, my account is locked and can't be reopened until I provide a different method of payment. I tried to use the automated system only to be told that my payment was declined! Why is it so difficult to get a simple service without hav my account suspended when they ALREADY have all my payment information?? Try another company who will respect having your business without hassle. Loretta Huddleston read more

Hinckley Springs Water - Water Delivery Near Me - Chicago, Illinois

If I could give zero stars I would. The regular delivery guy is great,but when he's off and someone else delivers, they leave the water a couple of flights up a wrong building,or in front of stairs for the laundry area if a multi unit building. I've called asking for a credit since its happened twice,and management could care less. I was late for an appt because they f'd up AGAIN, and was denied any credit. They don't care about their customers, they're GREEDY AF read more

They charged us, but didn't deliver the water. Then I called customer service, who said they would be out tomorrow. They didn't come. If they cheat on delivery, what else -- maybe the water is just Chicago Tap as well. read more

Horrific service. I have been a customer on and off for years but simply reached my boiling point with their irregular service and them not showing up on scheduled delivery dates and then the billing issues. When I experience an issue and request a manager, they assure me that I will be contacted and never receive any follow up or even compensation for all the issues. I am once again cancelling my account once my bottles are returned. I would highly recommend against primo and Hinckley Springs since they are so difficult to work with when they regularly provide abysmal service. read more

Scamming practices, wouldn't recommend at all . Thieves. They would just come and drop bottles of water, even after they are tell not to , charge you for it and won't take them back. Might as well come with a gun and forced me to buy it . read more

Very disappointed - I used to have fluoridated water delivered without difficulty. For the past 6 months it has been a problem. It typically says "out of stock". I recetnly chatted with the company before my delivery last week. I was promised fluoridated water would be delivered. I printed out the chat and left it for the delivery person who ignored it and left purified water - no fluoride in it. read more

I see so many poor reviews about delivery issues. I can say for sure I've not had one delivery issue with them. I've used this company for many years, too many to remember now in Illinois and Indiana. They have always been amazing and very easy to work with come rain, snow ice or sunshine. I've left notes if I wanted my bottles left in a certain area and even had my delivery guy offer to bring my bottles around back to my deck when I lived in an apartment so I wouldn't have to drag them through the building and my place to the area where I kept them. I often recommend them to all of my friends and family. I will be a customer for a long time to come! read more

Way overpriced, when they came to take my water cooler and bottles, they stole 2 of my bottles that I bought separately. Better off buying your own water dispenser and having the bottles refilled at the store for a quarter of the price. read more

I've been trying to order water 4 different times now. They keep emailing me it's out for delivery and then never shows up. Customer service is not responsive and it's impossible to delete your account. Don't waste your time. read more

If I could give 0 stars I would. I had to cancel the service due to them missing deliveries without any communication. They kept on charging me a monthly fee for the water dispenser even though they kept on missing the pick up date they scheduled. I have called 7 times in the last month and had 4 missed pickups for this dispenser. Go somewhere else if you are in the Chicago area. They obviously do not have their routes set up to fulfill scheduled deliveries and pickups made to the customer. Also you cannot chat with them online so if yo have an issue you need to call which makes the process even more painful. read more

While I was getting deliveries, service was okay. After canceling service, trying to get bottles picked up has been a nightmare. Between phone calls and chats, I've contacted them 6 times. I've been promised that bottles would be picked up, yet here they are. A truck actually stopped a couple weeks ago and left a moment later without the bottles. Since there is a deposit on these bottles, picking them up is needed so I can settle the balance, which would be about $4. Now they are adding late charges!!! Their response has been aweful and they have lost me forever over this. read more

Hinckley Springs Water - Water Delivery Near Me - Chicago, Illinois

Horrible experience with always being sent to collections with no forewarning... literally set up autopay to avoid such an issue and always had problems. Water delivery was sporadic at best with calls to company taking half hour for them to say "hmm we can schedule another delivery." When I ended up closing account I was told I needed to return the dispenser and leftover bottles myself and it would not be picked up-- which was NOT what was told when I decided to go with their service years ago. Past 4 years have been such a disappointment and let down. Only good thing was helpful prompt workers at the actual company where they took my dispenser. Don't go with this company ever. Not worth half the trouble. read more

No water for a month and a 5 1/2 year Hinckley customer WTF? And same the month before and called customer service for 3 days and was supposed to have (4) 5 Gallons of distilled water delivered on July 17, 2025 and empty bottles still outside.. Total F@cking BS!! read more

Save the headache! These people have the worst service I've ever experienced. Good luck getting water delivered to your home. This business is a joke! Customer service reps are full of promises but never deliver. Who's in charge of the circus over there? What's corporate doing? read more

Trash company find somewhere who cares about their customers. Left my bottles in freezing temp without any notifications to bust and would not replace read more

Hinckley Springs Water - Frozen bottle no notification no door bell ring left in the cold to freeze and would not replace - Water Delivery Near Me - Chicago, Illinois

I just have to say that I have been with this company for the last six years and I have always had great service. If I ask them to skip a delivery, they always do..my delivery guy is very good and always pleasant. I would have to say that I would highly recommend them based on the service that I have had over the years. read more

The product is good but the service is horrible. They only deliver when they decide to deliver regardless how many days you call them.

DO NOT USE THIS COMPANY! I cannot afford to pay for this water any longer ($12.99 per 5 gallons, but delivery is $13.99). After my experience trying to cancel my account, I never want to do business with this company again, anyway. The Service Agreement available on the website says I can cancel the account one of 4 ways: 1) mailed letter, 2) email, 3) in my account, or 4) by calling. I have attempted all options except mailing a letter (so help me if the response to this post is "you should mail a letter"). I haven't gotten a response to my email. The customer service reps online (I think there are only 2 ...) tell me I can only cancel by calling. One rep told me a manager would call me in 40 minutes - it's been 3 hours and no call. In total, I have spent 4 hours on hold waiting for someone to answer the phone. I think Primo would rather I just store their jugs and dispenser in my garage than have to pick them up. That would save them the time and money to pick up AND they wouldn't have to pay me the deposits for the jugs. And they wouldn't have another cancelled account on the books. Primo, come and get your stuff and give me my money! read more

Was given the wrong delivery date twice, waited over six hours both days and nobody showed up. Called customer service 5 times and had to wait over 45 minutes each time before someone answered. Absolutely ridiculous, I don't know how they're still in business. read more

"Primo Water prioritizes customer satisfaction" but yet it is easier for them to deliver me full 5 gal jug versus taking the empty one. Over the last 3-4 months, I have been receiving my water delivery on time, sometimes even early. But, when it comes to picking up my empties, it is like pulling teeth. THE ABSOLUTE WORST. Just this week alone has had me shopping around for other water companies. I called Monday when I received a notification my water was being delivered. WEIRD. (My scheduled day is Tuesday!). I quickly called and I asked that Tuesday (my actual scheduled day) the empty bottled the driver didn't pick up from my last TWO deliveries, to be picked up that day. Neil (the rep) put the request in (so he said). Tuesday came and went NOTHING. I called just before end of business day Tuesday to get another schedule day which was Wednesday. And, in true fashion Wednesday came and went. So, now today (Thursday )im still in possession of 10 empty 5 gal jug. And, can't get anyone from the branch to contact, pick up or even communicate. I asked if there is a location to drop the jugs off myself. Nope there isn't. But, still being charged for what I have. You may asked why the driver didn't just take them when he delivered on Monday. He can only take, what he gives. My delivery on Monday was for 3 bottles, so that means he can only take 3 empty bottles. Which still left me with 9 empty and this morning while I was on a 40 minute hold with customer service for a supervisor I finished another bottle, which brings my grand total to 10 empties...... read more

do not use them they do not care about customers and they stole my empty water bottles and wont give them back or pay the deposit to me that i paid for them. i have the video of their driver takng them read more

Before now I would have given them a five star, but now that I have a new machine after moving to a new place the water does not come out cold anymore. I really hate that part. This is my second cooler and still no cold water. The old cooler was the best. Please get it right because I'm calling again for a third one until I can get cold water or I will have to cancel . read more

total scam, I cancelled the account 6 months ago yet I had to pay $55 to cancel the account again. or else the account would have going to collection. read more

Worst customer service experience ever! Cancelled service before it even got started! Ordered Primo Water Delivery Service online. Placed order for (1) 5 gallon bottle of water & (1) Primo Bottom Load Hot/Cold Dispenser. I chose Wednesday, June 14th as my delivery date and selected the 8:00 AM - 12:00 PM delivery window. I received an email confirming my order and my delivery date. Both the web site and email indicated I needed to be home so they could set up the equipment. "It's important that you're there for our first visit and the area is clear, so we can set up any equipment & explain how everything works." On the morning of June 14th, I logged into my account and was presented with a delivery status saying my order was being loaded onto their truck. At around 7:30 AM, my order status changed stating my delivery was on its way. At noon, I had still not received my delivery, so I called customer service. I was told all their delivery windows are 8:00 AM - 5:00 PM. (So, why did their web site direct me to select a 4 hour window?). The rep verified my phone number and stated he would find an estimated time for my delivery and call me back to let me know. At 4:50 PM, I had not received my delivery and had not gotten a call back with an estimated time. I logged back into my account to get the customer service phone number and saw that the status on my order had changed to Delivery on Thursday, June 15th. Just like that, my order was no longer "On the way". I didn't any notification via phone, text or email. At that point, I called customer service and told them I would not be doing business with them and I wanted to cancel everything. Of course the rep asked about doing something to keep my business. I told her I couldn't waste my time and miss another day of work waiting for them. Then, as if the coffin needed another nail, I was told I didn't need to be there for the delivery, the driver would just leave the dispenser and water outside my door. Seriously? What about "It's important that you're there for our first visit and the area is clear, so we can set up any equipment & explain how everything works."? Then I was offered the bottle of water for free! Really? My entire day is worth $6 to you? What if they throw in a 24 pack of individual bottles? Great, so now my day is worth a whopping $14? No thank you. Just cancel everything. The ONLY plus side is that everyone I spoke with was very professional and courteous. Certainly none of them is to blame. However, I have honestly never seen a company work so hard to create such a horrendous first impression on a new customer. The primary reason I cancelled is the thought that if they are that terrible with a brand new customer, I could only imagine it would get worse from there. read more

Update - I spoke to my driver and will go through him if I have any problems instead of calling Florida. He never received any of the notices of deliveries or the specific delivery time. The driver was very apologetic and professional. read more

UPDATE: The response they gave below is sad and ridiculous because I did reach out to them three times before I wrote this review. Twice via email and once I left feedback. They never reached out to me and yet their response to me below is "reach out to us, we'll take care of this", well I'm still waiting. You just typed that so as to give people the sense that you follow up with your customers, well you don't. It kills me that companies haven't come up with something better because everyone knows that when you give a response like that nothing's happened. How about following up with your customer and then typing the response that states the resolution given to the problem? Original review: Been with them for 6 months now and was not happy at all that they changed my delivery two days up to a Saturday with a 46 min. notice at 7:50 a.m. They are the only company that doesn't text and I don't check my emails at 8:00 a.m. on a Saturday. No phone call, no ringing of the doorbell (I haven't tipped the driver yet???), no notice at all. I did not have room for 21 bottles of water in my home and they gave me no notice to put out my 11 empties. I called and no one except drivers work on Saturdays? Emailed them two complaints that are 5 days old, of which, I haven't received a response on. Gave them negative feedback with no response. When I called on Monday to get my 11 bottles I was told "yeah we have a lot of people on vacation". Okay, so no one's working overtime, where's the managers? I swear there's no customer service at all anymore. They did come and pick up my bottles Tuesday. They are so lucky I was in town this weekend because if I would have been out of town with those bottles sitting on my front porch for 2 days I would have been irate. Nothing like your water delivery company announcing that you're out of town. I've given them five days to respond to me and felt I needed to leave the review. read more

I had no idea so many negative reviews. I have had nothing but problems since Primo took over. Delivery guys forget to pick up empties. You have to call to get another pick up date. They don't show up a second time. Now rescheduled for a third time. 25 years I was with Hinckley and never had this many issues. I have been paying sometimes $100 month for terrible service. There is a hefty monthly delivery fee added to the bill so tell me why they cannot deliver the service promised? I no longer feel they value me as a customer and cannot recommend this company. read more