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

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 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

Horrible company. The billing doesn't make any sense. Will charge you random charges and make you pay. I dont recommend

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

I've had several unauthorized deliveries and payments. They know they screw up and still will give you the run around saying they will refund you but when they send you that peppy stupid little email they let you know they credited your account on primo(not an actual refund). Diane was really rude last person to talk to I decided to close my account. The previous time they credited 60+ dollars back to my account because they just couldn't refund me for their mistake. This was the same thing they did today. Diane knew that I went through this several times already. I decided to close my account asking for a refund of the two new deliveries as well as a partial because I hadn't used one of the bottles she kept cutting me off. I told her it was only right I gave them several chances tried for months to get previous refunds. I read her the email where Christian another employee let me know they would fix it if it ever happened again. He knew there was an issue. I just wanted a refund for the 3 waters and I was fine with an amicable end to this shitty experience. They steal your money that was never supposed to go to them in the first place and try to tell you that your account is a recurring one so they can't refund you. I am glad I emailed them she couldn't use that crap on me so she got mad and refuse to refund me. She also stated I wouldn't get an email for the cancelation of my account or for the refund I was told I was only getting a refund for the new delivery. The only reason I purchased this one time purchase again was because they credited my account and kept giving me the runaround for the previous refund. I had to use up that credit in order to close my account. She was really upset over the email I had as proof and asked me who had signed off on that email. Even with proof that they were trying to make it right their other worker(Diane) refused to help or make it right. She kept telling me they were not going to give me a refund because I should have skipped the delivery so it was my fault even after clearly stating to her that it was not supposed to be a recurring delivery account. I read her the email. Still did not care. She also stated that they wouldn't be picking up the bottles ; I found to be really bizarre I wanted it all in writing and asked for an email confirming what she was saying she refused and told me all I was getting was a reference number. read more

Primo Water - Even with proof Diane didn't care to refund me. - Water Stores Near Me - Placerville, California

my bottled water delivery got changed from alhambra to primo June 2025 my normal water delivery for each billing period is two 5 gallon waters 1) Jan 2026 billing period was billed for 3 but still got 2 and I did not modify my order 2) June 2026 billing period was billed for 3 but still got 2 and I did not modify my order 3) Juky 2026 billin period was billed for 7 but still got 2 and I did not modify my order after 3 phone calls with 72 hours of each other to fix this, so far not fixed Stay away from primo, if you get switched to primo -- cancel it!!! read more

Primo is by far the worst water-delivery company I've ever dealt with. It's unbelievable that a company providing something as essential as drinking water can operate with this level of incompetence. In six months of service, not once did a delivery go smoothly. My 5-gallon bottles were dropped in random places on my property, left sitting in direct sun, and only one delivery out of six was placed where I clearly instructed. I had to rely on neighbors to move the bottles because I couldn't carry them myself. I've been trying to cancel since August. It's now November, and I still can't get a single human being to help me. The moment I say "cancel," they either hang up on me or leave me on hold for over 40 minutes until I finally give up. This company is a complete failure, and I will be sharing my experience everywhere I can. My credit-card company is now handling this situation because Primo refuses to. read more

Avoid this company. You will never be able to cancel the service. They run it like a scam.

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 am still waiting for them to pick the crap up. 2 scheduled pick up dates and both times no call no show. And to top it off, even though my account is supposedly closed, they are still sending me invoices for renting the equipment. Almost $50 a month. Stay away from this company unless of course you enjoy missed deliverys, hours upon hours of being on hold, only to end up with a 3rd world call center, have them schedule pick up dates for the equipment only never to pick it up and charge you rental fees for the equipment that your not using and then to be on hold with a 3rd world country for hours to try and chancel a 3rd time. Joy Joy read more

Primo Water - 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

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

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

I would give negative stars if I could. I would go into detail about how much this company sucks but after reading just a handful of the other reviews, they are all having the same problems as me. -Delivery issues -Cancellation of my order (by the driver, not by me) on the day of delivery multiple times -Leaving me extra water I didn't ask for and then charging me for it -Promising me a refund and never providing it -Website is terrible When it was Sparkletts, no issues at all. Needless to say if I ever get my latest order it will be my last. How hard is it to just deliver water??? read more

I have had one of the most frustrating customer service experiences with Primo Water. Since their recent merger, the quality of service has plummeted. Beginning in July, my scheduled delivery was rescheduled every single day for over a week. Since I was preparing to travel, I asked them to move the delivery to the following week and was assured it would arrive then--but once again, they missed the date. At that point, I decided to cancel my service and requested pickup of my remaining water bottles and the rented dispenser. That was at the beginning of August. Since then, my pickup has been rescheduled daily with no follow-through. The only attempt made was on September 8th, when I was unavailable. I've called customer service at least 10 times, and each time I was told it would be resolved, yet no one has ever come. To make matters worse, I've now been charged for the dispenser rental, despite my repeated efforts to have it returned for over a month. This experience has been a complete nightmare. Deliveries/pickups are unreliable, customer service is "nice" but ineffective, and canceling your account doesn't even do anything. Since the merger, Primo Water has clearly failed its customers. I would strongly caution anyone considering this company--look elsewhere for a provider that actually values its customers. read more

Worst customer service experience possible. They will promise to have someone pick up empty bottles, and never do. I called a minimum of 5 to 6 times over two months, sometimes being told I had to wait two weeks for the next possible pickup after a promised pickup passed. Finally they said the issue would be escalated to a regional manager and I would receive a call from them within 48 hrs. I asked for their contact info in case I never received a call and was told that they could not share that info. Guess what - no one ever called and I never received the refund I was promised for those bottles. Seriously save yourself the headache and get your water elsewhere. absolutely terrible. read more

Blatantly ignores your instructions just drops everything wherever they want. You call customer service and they give you some shpiel how it's not their fault and they're going to escalate it and nothing ever happens 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

If I could give zero stars, I would. This company has no idea how to treat customers or run a business. They overcharged my credit card, added charges for products I never ordered, and then their driver tacked on a $14.99 "delivery fee" for cups that were never requested. The kicker? He was already at my door delivering water, so it was nothing but a money grab. To make matters worse, they refuse to provide invoices, which means I can't even process reimbursement through my company. I cancelled my service immediately, and I'd strongly warn anyone else to think twice before signing up. This feels like a scam operation--extra charges, no transparency, and terrible customer support. If you value your money and your sanity, look elsewhere. Plenty of other companies will deliver water without trying to rip you off. read more

These people are AWFUL. If you want to pay $140+ for water then be my guest. I try and cancel twice, offer great deals, 50% off then don't stick to it So after a 3rd time, you're out. Got my bill on 12/2 $46, then going to try and bill me AGAIN on 12/20 for $68, nice "discount" Not Miss deliveries and say oops, once they told me they had no water, REALLY! My suggestion-Get your own cooler/bottles and don't allow crooks like this to stay in business And I hate having to give even one star Oh and said I was 2 days late LOL! I was on auto-pay-DON'T DO IT 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

We've had ongoing issues with service ever since Primo took over Ready Refresh. You can only use the "transition" as an excuse for so long, they have not improved and service has only gotten worse. Unreliable delivery promises, minimal dates for delivery, poor communication. We reported issues with our dispenser and were told they would replace with our next water delivery. They took the dispenser and didn't replace so now we are sitting with full jugs of water no way to dispense. I reported immediately, received no response, reported again (2days later) no response, finally called direct and was told they will deliver in the next three days (no explanation why wasn't delivered first time). Delivery date came and went and still NO delivery - still have warm jugs of water - and I call again to ask about it and I was told they didn't have in stock so they moved delivery to another 4 days out. At NO PoInT did they communicate these delays. I only learned about them by calling direct - completely unacceptable and not customer first company. Highly recommend finding alternative, they are not worth the effort. read more

wish to leave 0. scammers, water is super expensive and never answer to the phone call, they keep going sending invoices suppose to be paid but never received any water and beside i asked them by emaul and by phone messages to close my account...never happened be awaere of these scammers 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 have been with Sparkletts for a long time since they started working with Primo everything went down hill. Let's start with the logging in it has logged me out and locked up on me where I keep restarting a new password and username it is a headache, almost every time.or they are alway doing some type of maintenance and you can't see your services to change update or why the driver missed. I noticed my payments have gone up drastically! I asked few of my family members and they said they stopped their business with them because it has gone up and the fees are crazy for some poor services. Therefore, I do not recommend this company at all!!!! read more

Everything is absolutely horrible!!! They finally came and picked up their equipment and water coolers- after 3 1/2 months of it sitting outside and our appointments being cancelled and rescheduled! I am sooooo grateful to be done!! read more

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Ever since Ready Fresh was bought out by Primo Brand, I had skipped deliveries, delayed deliveries and rescheduled deliveries. I had to make numerous calls to them EVERY month asking for my delivery. And, every time, they can offer an apology and free water. Well, an apology doesn't help when it happens every month and free water doesn't help when that gets delayed or rescheduled. Im so done with this incompetent company. Today was the last day Im going to deal with them. Cancelled their service and going with someone else. read more

I left Costco water delivery - through Primo - because of poor customer service. Sam's Club offered delivery through ReadyRefresh - and things were great until Primo acquired ReadyRefresh. Primo changed my delivery date without notice; removed my delivery instructions - again without notice; and can't seem to get me access to my online account. Customer service is hit or miss. Since Primo is monopolizing the water delivery market, there aren't many options available. Buyer beware!! read more

I'm extremely disappointed with Primo Water's customer service and delivery system. I waited over an hour to speak with someone just to update my delivery address. Despite confirming the change with the representative, my water was still delivered to my old address--and now I'm being billed for it. The app's chat feature doesn't work, and there's no way for customers to update their address without calling the severely understaffed call center. To make matters worse, there's no way to contact the delivery driver directly. I assumed the driver would have been informed of the address change, but that clearly didn't happen. His time and effort were wasted, and so was mine. What is going on with this company? It shouldn't be this difficult to manage a basic delivery service. Primo needs to improve communication, empower customers to manage their accounts online, and support their drivers more effectively. I am canceling my service immediately. read more

I started water delivery with Sparklettes water. The water wafter always tasted good. I had friends who when visiting would ask to fill up there water bottles and they always said the water tasted really good. Now primo has taken over and the water tastes really bad. My water comes out cold from my electric dispenser. When water is cold it has less flavor then if it's room temperature. But this water even though it's cold is very bad tasting, it's gross. I will just have to buy my water from Costco in the gallon bottles from now on. read more

If I could give them negative stars I would. We have used Sparkletts/Primo for years with reliable service. They recently merged to Ready Refresh and became the worst delivery service in the world. They cancelled 3 deliveries without notifying me. My latest delivery has been rescheduled and delayed by Primo at least 7 times. Their new portal deleted my login as an additional user for my company. Their customer service team is useless as they are a foreign call center. Though they are polite, they only make false promises and apologies. I have even spoken to supervisors who are no better. 5 customer service calls and hours on hold resulted in nothing but more delays. The president of the company sent a general apology letter which was a sad excuse. They blame the merger and portal. It's been weeks. They are too big to actually care. TRULY AWFUL! TOO BIG TO CARE. I'm switching to Zutra. read more

If you'll ever need customer service - since they merged with another company - you will not get any. They phone line thanks you for calling them and hangs up UNLESS you want to sign up as a new customer. Email support disappears for days. Chat... they just end it when they are asked for help. read more

We were long-time happy customers of Alhambra Water, which we signed up for through Costco. That all changed when Primo Water took over -- and everything went downhill fast. First, they delivered 10 five-gallon bottles instead of the 3 we ordered, simply because we had 10 empty bottles they failed to pick up from previous deliveries. Their logic? If empties are outside, you must want full ones -- regardless of what you actually ordered. Trying to resolve the issue was worse. It took over an hour just to speak to an agent -- completely unmanageable for anyone with a full-time job. The next month, even after leaving only 3 empties out, they delivered 10 bottles again. That's when I discovered Primo unilaterally changed our recurring order to 10 bottles per month without our consent. Unbelievable. After another hour-long phone call, they finally agreed to fix future deliveries -- but refused to correct the incorrect orders or pick up the extra water. To make things worse, they have a policy that doesn't allow skipping more than three months of service, even if you have more water than you can possibly use. When we finally decided to cancel the service, it took yet another painful hour on hold. They promised to pick up the empty bottles and water dispenser the following week. Instead, I got another automated text message confirming yet another water delivery. Seriously? This company is disorganized, unresponsive, and operates like a scam. What used to be a reliable service has turned into an absolute mess. Stay far away from Primo Water. read more

Primo Water - Water Stores Near Me - Placerville, California

I've never written a review in my 40+ years of life but having to call more than ten times, only three answered, spending more than an hour talking to them as the refund they promised me has never arrived... and I'm still on a call with them only to find out they now have a wrong billing address, I am called to leave this review because it is truly the worst customer experience from the product and service perspective. From frequent delivery missing to not picking up bottles on the day they would (even after a couple of phone calls to confirm this as otherwise the bottles would be stolen; which they were as they weren't picked up without any heads up) to refund not made after three phone calls over an hour total after I discontinued the service... Had I known, I would not have entered any business relationship with them. And I hope you stay away to save headaches and time. read more

Do NOT give these scam artists your business. They have continued billing me 3 months after I cancelled my service and charged me late fees. They refuse to fully delete my account and customer care is not helpful at all. read more

They finally picked up our equipment. The woman who picked up the equipment had been laid off when Primo took over and hired as a contractor to pick up the mess that Primo caused. She was professional and kind and listened. She lost all of her accounts that she had built over the years with Ready Fresh. It's really unfortunate that they are being treated this way. Primo is not a business I can support. read more

Primo Water - Numerous emails rescheduling - Water Stores Near Me - Placerville, California

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