Purchased a water dispenser 2 years ago. We've had problems off and on with dispensing water. Very low dispensing in non-dispensing. As for suggestions, guidance on how to fix or repair to no avail. Most recently they stated they wanted documentation of bottle. But I don't have a contract for water service with them. Tried 3 emails of asking for suggestions, guidance on solving the non-working dispenser to no avail. read more

I would give them a -5 if I could!!!! I am supposed to get water every other month, but they charge me for deliveries for every month. invoices are all messed up. And it is fairly impossible to talk to someone on the phone!!!! Stay away from this company they are the worst!!!! scandalous!!!!!! read more

I had left a 1 star review ( technically should be 0 star) but here we go again. This morning I go to change a new bottle, peel the sticker and notice something white floating inside the water my family is about to drink. NOT ACCEPTABLE We are installing a kitchen sink filtration and canceling this overpriced company. read more

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Since primo took over our local delivery service has become both expensive and AWFUL I feel bad for the hardworking employees who have previously handled our needs.... And trying to cancel service is impossible read more

Been a nightmare since Primo took over. They abuse my card on file and over charge me multiple times in the last few months. I feel like I'm always calling them to "fix an issue" and ask for a credit or refund. They will say I have "credit" from the overcharge then overcharge me AGAIN!! When I tried calling to address it, they gaslit me and tried to make it seem like all the overcharges are valid. How did I end up paying them $128 over the course of two months for a simple water dispenser and one bottle delivery?? They think their customers are stupid and won't notice or dispute the card abuse and at this point they won't even do anything about it and just offer me nothing so I cancelled my service. STAY AWAY !! read more

Water is horrible, this type of water causes health problems With gut issues that can potentially cause cancer read more

The water quality is great! However, I went from paying $50 for 5 jugs (I thought that was a lot for water) to $90 for 6 jugs in less than a year. It's waaaayyyy cheaper to buy the water at the store and plan to cancel this month. read more

When Arrowhead and then ReadyRefresh were delivering my water for almost 35 years, I had only a few delivery issues. Since Primo Water has taken over, in less than two years I've had complaints and problems about 1/3 of the time. The most recent are my last two deliveries. I ordered two Arrowhead Mtn Spring 5-gal bottles but three were delivered. I called to complain, they had no solution, so I swallowed the cost of the bottle because I knew I could order one less the next time. And the 'next time' came, I submitted my order for TWO bottles and when the delivery truck came, the driver left THREE bottles at my door. I caught him walking away and told him I only ordered two. He seemed annoyed and said, "I already entered '3.'" Apparently he has to enter the number delivered and cannot change that on his own. Calls to customer service were tortuous, as usual, but I finally got the agent to understand what happened and she said they would correct my bill. Three weeks and many emails later my bill hasn't changed. Emails from the company make it clear they do not understand what was delivered was two, not three as the driver submitted. So the company can stonewall you if their drivers make a mistake. 'Customer service' is a mystery to Primo Water. read more

Literally the worst company every. When Primo bought ReadyRefresh, it went downhill quickly. I finally cancelled after they sent me multiple 5gal glass bottles of what looked like pond water with green algae and mold in it. The water this company provides is not safe. read more

Primo Water - Water Stores Near Me - Placerville, California

I have had this delivery service for 6 years now. why maybe because im a glutton for ounishmenet. they never follow instruction, they always elave more or less than what i order depsite me calling them several times over the years. I finally had enough and started phasing them out. I called for a pick up and yesterday they stated they delivered 2 water bottles on what was supposed to be a pick up. I wasnt home at the time so i called to confirm and they said yes they did so i had the back and forth, i canceled my account with them, and the person over the phone siafd they would credit me the bottles and i could arrange a pick up day. i told them that today was supposed to be a pcik up day, mind you they refused to pick up the full bottles. When i got home there was no bottles, meaning i would have been charged for 2 bottles i did not order. today i woke up to a charge after cancelling my account and currently on the phone and they cant tell me where the charge is from and have me on hold keeping me in the dark about whats going on with my account. read more

While my Mountain Valley Water quality is still excellent, there was an immediate and very noticeable drop off in the service and delivery experience from day one after they acquired the local Miami distributor. Sad. read more

This is the worst company in corporate America's existence that deserves to be launched directly into the 4th circle of hell for all of eternity. Originally signed up through Costco when it was run by Alhambra. Back then pricing was reasonable, and billing was seamless and predictable. In comes the fattest, greediest PE firms dumping the stink that is ReadyFresh and Primo. Since the take over, they jack up the price every 6 months, tack on erroneous late fees you have to call in on a monthly basis to dispute, and when you try to pay them good luck getting their barely functioning website to accept your payment. I hope the class action permanently ends this company for good, and I never waste my breath on these thieves. Can't wait to cancel you tomorrow when I call your competitor! read more

To All Primo Employee Operations Customer Staff, Ask to be a part of the Product Teams Conversations. I signed up for Primo Water service full of hope and hydration dreams... but my onboarding experience has been more survival challenge than customer service. When I signed up, I specifically requested installation inside my home. Instead, the equipment was lovingly abandoned at my front door like a heavy, expensive orphan. I'm a little old lady with arthritis -- and sadly, no big burly bearded man around to carry giant water contraptions across my threshold. So there it sat. Waiting. Judging me. Next came the digital obstacle course. I can't log into the app. I can't log into the website. When I called for help, I was essentially told, "Best of luck on your journey." The unopened packaging didn't include a confirmation or an account number either, so at this point I appear to be the proud owner of mysterious water equipment with no official relationship to the company that sent it. Is this the new customer experience? Ship it, wish it well, and hope customers summon the strength and technical wizardry to figure it out? At this rate, I may have to go back to my old ways of water drinking -- standing at the sink, clutching a glass, whispering "just one more sip" like a former party girl relapsing. Not the glamorous hydration lifestyle I was promised. I'd love to become a happy customer someday, but right now the onboarding experience has been confusing, frustrating, and unexpectedly heavy (literally). read more

Primo Water - Water Stores Near Me - Placerville, California

Please pick up my dispenser and after a few unauthorized drop off of water I am done. Cancel my account but after no one has picked up the empty bottles I called and my delivery is for another day. If I didn't call how would I know?? The email mailbox stays full !! Worst customer service read more

Primo Water - Waiting to be picked up !!! Please cancel - Water Stores Near Me - Placerville, California

This delivery service is a scam. Over $30 a month to rent the cooler, the advertise pricing MUCH lower than what they charge. When you question it they tell you they have no control over the pricing, the "system" comes up with the prices. Just an example of what quality we are talking about....2 water coolers, 2 x 5 gallon spring and 1 x 5 gallon distilled water with this company + $200 a month! Not to mention, even if you are on auto pay, watch of for late fees being slipped in. read more

Do not use this delivery service!! I would give them no stars. I used their service for several years and then decided to cancel. They offered me a discount which they did not honor and once I officially cancelled, they over charged me excess fees including the items that they said I would be getting at a discount - I needed paying full price plus more! Customer service is a joke; they are not helpful whatsoever. I will never go back to them. Stay away! read more

I've been a customer for about 1.5 years and finally had enough. They are a trash company who should go out of business. Incorrect billing, horrible customer service, deliveries wrong, just a mess to do business with. read more

I really wanted this to work out but it did not. Ist I was charged 3 different times before my items were delivered. My unit never worked. Took me 3 days to get ahold of customer service to be treated terribly. Then the manager spoke with me after the rude support agent made me wait 45 minutes before Jerry came on to help me. He was very kind but nothing he said happene but I did get my deposit back. But was charged 60.00 then 40.00 than 7.00. For something that never worked but did get a refund of $27 when Jerry said i would get all my money back did not happen. They picked up my machine a week later after Jerry said they would be out the next day between 3/5 pm. He arrived at 7;30 the next morning not 3pm so nobody was home. But the delivery driver did call me and was so kind and came back like he said the following Friday. Picked up the machine and 4 bottle of new water he poured out in my yard so I guess that's why I didn't get my money back. Got a product that was not working. Treated like crap for returning it and was charged 3 times for something that never worked. Im done thank God. It cost me 60 bucks to be t reated like crap and be on the phone for 2 hours to get help. read more

Been a subscriber since 2020. Everything was going well until Primo bought Sparkletts. We literally had this service on pause for 90 days meaning we did NOT want to be charged. Once the service resumed, we found we were still being charged and charged a LATE FEE. So essentially we were still accumulating delivery fees when we weren't getting any deliveries. Canceled service immediately. There is currently a class action lawsuit against Primo for deceptive pricing. I understand why now. If you are able, just get the water yourself from a dispenser at a grocery store. It's cheaper to get it yourself. read more

If I could leave no stars I would. This is the second delivery they missed and now won't deliver for a month? They are the worst delivery service I have ever encountered. I have to call every time. They ruined sparklets. Never go with them read more

The new website for skipping/unskipping deliveries is awful. I have my settings so that I get deliveries every 3 mos. I often have to skip my deliveries b/c I don't finish my order in that time. However, over the last 2 years (esp. since the change from Ready Refresh to Primo) the system somehow unskips deliveries or adds deliveries on it's own. So as an example... In Dec. of last year, I saw that I had too much water & skipped my until April of this year. I made a note to myself to check back in March in case I needed to skip my April delivery, too. Then without warning, I got a delivery in February. I logged back onto the website & saw that I had another delivery set in March & then in June. I called customer service to complain & they apologized & said that they'd skip the deliveries until Aug., which was the furthest out that they could pause my deliveries. I logged back on & confirmed that I had no deliveries until Aug. Again, I made a note to myself to check back on the website in July b/c I would likely need to skip that delivery, too. But yesterday (June) I received yet another delivery that was supposed to have been skipped. I checked back on the website & saw that I had another scheduled delivery in July, just 2 weeks after this past delivery... I called customer service again to complain & was told that sometimes the system updates itself & schedules deliveries if too many have been skipped, or something like that... The good thing is that I was given a credit for the order that was supposed to be skipped. The bad thing is that now I have to check the website every month to make sure I don't have any deliveries. I already have enough water to last me a year. I may need to cancel my service so I can be sure that I won't get anymore water & I can just finish the water that I have... read more

If I could give a minus to this company I would! customer service is non-existen. we have a home rental unit and I'm currently trying to schedule a service call after 2 scheduled appts where no one showed up. I'm now looking around for another company. read more

PRIMO is never on time, always messes up the orders. the delivery guys are rude and never take the empties in a timely manner. this the SECOND time i've had a foreign object in my water container - the most expensive one they sell too. in this particular instance pictured... i wrote to them about HAVING A PAINT BRUSH AND STRAW CLEANER IN MY BOTTLE and they sent me a new water bottle one week later and LEFT the dirty foregin object one on my porch- made me PAY FOR THE DELIVERY TOO!. DISGUSTING! can't even easily cancel the service due to the fact you have to contact the customer support to do so. no button that's like "cancel service" like any normal + functioning business. im furious at this service and devastated because sparkletts was amazing. the only little luxury i had was water delivery and now its part of my bi weekly (IF they come on schedule- NOT likely) NIGHTMARE! BEWARE!!!!! DO NOT USE THIS SERVICE!!!!!!!!!!!!!!!!!! read more

Primo Water - this is a paint brush and a straw cleaner in my mountain valley 5 gallon water jug - Water Stores Near Me - Placerville, California

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

Primo Water - Demand email showing $0.00 balance - Water Stores Near Me - Placerville, California

I'm on the phone as I write trying to resolve a billing issue. I had cancelled this account back Aug of 2025. I've spoken wit 6 different people in which 3 people have hung up on me. I'm trying to understand the charges and if necessary, pay them. But they are crooks. I even have an email confirming my cancellation. HEY PRIMO...get out of business!!!!! read more

The absolute worst company ever!!!! I just started with primo October of 2025 and nothing has ever been right with my billing. The app is useless! I absolutely have had the worst customer experience of my entire life with them. I can't wait to cancel!!! read more

WOW Primo is awful service. they flaked on two of my deliveries in one week on two different accounts. I chatted with an agent online, once I expressed my concerns, they left the chat. So I called them, and they truly don't care. Basically "oops". WORST FIRST IMPRESSION OF A COMPANY. If I could give them negative 5 stars I would. Steer very clear feom them read more

Stay away from this company. While shopping at BJ's, a Primo/Poland Spring sales representative signed us up for what was supposed to be a "great deal" on home water delivery service. Unfortunately, the pricing, delivery charges, and overall service did not match what was promised. Our latest delivery was rescheduled 4 different times, with the explanation that they were "out of water." A water delivery company being out of water is unacceptable. After the repeated delays and lack of reliability, I called and cancelled the service. There seems to be no accountability within this company. They use Crystal Rock as their local delivery service in our area which explains why there is no direct access to management only an 800 number with no real resolution. There are plenty of other companies offering similar services, and I would strongly recommend looking elsewhere rather than dealing with this frustration. read more

I wanted to return everything including the cooler at the first day. They are going to refund for the water but won't refund for the cooler. As a customer I have requested many times that the machine is in the package and not used. We are returning it and they are going to take it tomorrow but won't refund the amount. It is not at all recommended. read more

My husband and son were hooked by the salesperson at Sam's Club! It was helpful this summer with our health issues! BUT NOW, for the last three months we keep canceling and keep trying to get their equipment! The company kept double charging us! They keep promising to pick up their machine! Now I tell everyone don't sign up read more

If you're thinking of using this company for water delivery services, please save yourself the headache! I have never done business with such an unorganized, unpredictable company such as this. After only ONE MONTH I quickly canceled my membership after they kept postponing my water delivery date! My business was left with NO WATER for our dispensers and when I called the 1-800 number the dispatcher would give me a delivery date and the app would show a completely different date for delivery. NEVER AGAIN!! read more

They refused to deliver water b multiple occasions saying they would be there next week and would never show

I signed up with this service 1/9/26. Needless to say I didn't receive my water/dispenser until 1/22/26 after being told I'd get it in 2 to 3 days. I was very patient because of the snow. However when I finally received my purchase the dispenser was dirty not new as promised. The call was made on the same day of delivery and I was told they would send another dispenser out immediately. Well it's now 2/13/26 and I'm still waiting for my dispenser. With that said I've received 17 text messages with different reschedule days for delivery. I've called the company about 20 times asking to speak to a manager. I'm still waiting to speak to one. So I assume I'll never receive the dispenser thatI paid for so I cancelled the service. It gets better. I ordered my dispenser 2/12/26 from Walmart and this is what I received... Of yes it was brand new. Not retapped. Still stapled, with the protective covering around it which means it came from the company (Primo) that way. Do Not Use This Company!!!! read more

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Don't walk.. RUN!! from this company! Shame on Costco for letting Primo scam people in their stores. I am in Arizona and this has been the worst experience. "Managing" your account online is a joke! It doesn't work.. scheduling doesn't work, skipping delivery doesn't work, email to remind to skip delivery doesn't work, CALLING customer service THREE times to skip delivery doesn't work! This is 100% a scam. I called 10 mins after last delivery to have them pick it back up... they said some one was coming out. That was SIX days ago! Four 5 gallon bottles still sitting outside my front door. Now they are trying to charge me.. AGAIN! Trust these reviews!!! DONT DO IT!! I'm filing official complaint with BBB! read more

I will never ever ever ever ever ever ever ever ever ever ever ever give this company my business again. Deliver wrong orders, charge me for deals that was true, if they deliver it was wrong and if they picked up driver wouldn't put down what he picked up to give me credit. Terrible business. read more

Primo Water - Plus 5 bottles inside. - Water Stores Near Me - Placerville, California

I should have checked the previous reviews before signing up. they sent me a faulty equipment on April 22. when I called they said they'd replace it by April 29th (one week after) i said ok reluctantly, then on April 29 they told me it wouldn't be delivered till May 4th. the customer service is nice but there is nothing they can do. Do not use their services read more

Extremely concerning experience. This is now the SECOND debt collection company attempting to collect on the same alleged account. The first debt collector was previously paid and we were told the matter was resolved and closed. The equipment in question was also returned years ago through the company's own pickup/collection process. However, no pickup receipt or return documentation was ever provided to us at the time. Now years later another collection agency is attempting to collect alleged "equipment charges" despite no proof being provided that the equipment was not returned. Consumers should not have to defend themselves years later because a company failed to maintain proper records, failed to issue return receipts during equipment pickup, or failed to properly account for prior collection payments. The lack of documentation, inconsistent accounting, and multiple collectors involved in the same account is extremely concerning. My advice to anyone dealing with this company or its related brands: document absolutely everything, insist on written confirmation for all equipment returns, and never assume an account is truly closed unless you have it fully in writing. read more

The worst company on planet earth :( Please stay far away for your water needs. - Missed deliveries - Wrong water delivered (We received Arrowhead instead of spring water ) - Terrible customer service All this, and it's only been two weeks. read more

I canceled my service with Primo Brands on June 15, 2025 and left all equipment with my doorman for pickup as instructed. They continued to charge me for three additional months (through September) for service I did NOT receive -- totaling nearly $300. I called repeatedly -- June 15, July 1, July 15, August 1, and August 15 -- and got nowhere. Every time I was transferred, given empty assurances, and told I'd receive follow-up emails that never came. No one took ownership, and nothing was fixed. Instead of correcting their mistake, they escalated this to collections. I have never missed a payment in my life, and now I'm dealing with a credit issue over charges for a service I canceled and never used. Their customer service is completely broken -- endless transfers, no accountability, and no way to reach someone who can actually resolve anything. I have documentation of everything and am formally disputing these charges. This is unacceptable business practice. Avoid this company. read more

Don't fall for the Primo Brands pitch at Costco. I paid $50 to start and set up weekly deliveries (~$100/month for four 5-gallon jugs and a case of sparkling water). My first delivery never showed--no notification, no response. Two weeks later, I finally got a delivery notice... after I had already gone out and bought water myself. I canceled immediately. The whole point of a delivery service is reliability. Primo charges delivery fees, deposits, and even pushes for tips--but doesn't deliver when promised. I wanted this to work, but the service just isn't dependable. read more