Update, I called the number Luigi offered in his response, it was the same number I've been calling. This time Jay answered and wanted to know why I wanted to speak to a manager? After I explained everything to her. She told me there would be no more charges because my account was now closed. No mention of restarting my account and very dry. I'll just buy my water from Costco. read more

If I could leave zero stars, I would. One star is far too generous for the level of dysfunction and outright negligence I've experienced with ReadyRefresh (formerly Primo). I was a satisfied customer for about a year until the merger between Primo and ReadyRefresh, which immediately turned a previously smooth experience into an absolute nightmare. DELIVERY CHAOS & UNAUTHORIZED CHARGES Following the merger, my scheduled delivery dates began changing without my knowledge or consent -- often with little to no notice. This change meant I was unable to leave out my empty bottles, which carry a $40 holding fee each. Before the merger, I followed a clear, predictable system: place bottles out on delivery day, get my holding fee credited, receive my new bottles, and repeat. No issues. Once ReadyRefresh took over, all of that fell apart. Because of their internal failures, I accrued $200 in holding feesfor bottles I physically couldn't return due to surprise delivery reschedules. This was their mistake, not mine, yet I was left footing the bill. On top of that, I noticed unauthorized charges and unapproved deliveries started appearing on my account -- adding insult to injury. It became clear that this was no longer just disorganization -- it felt like manipulation to squeeze more money out of customers. BROKEN PROMISES & CUSTOMER SERVICE FAILURES I made multiple calls to cancel my service, but was repeatedly convinced by agents that the service would improve. It never did. In July, I finally succeeded in canceling. I had five bottles to return, which again, had piled up due to their mishandled deliveries. I explicitly confirmed, multiple times, that my $200 in holding fees would be refunded directly to my cardupon return. Their bottle pickup system is just as broken. I lost count of how many pickups I scheduled, only to receive cancellation notifications without explanation. It wasn't until August 1st that my bottles were finally picked up. I immediately contacted customer service and was told to expect my refund within 3-5 business days. I waited. Nothing. I followed up on August 11th, only to be told the refund was posted as an account credit -- which is completely nonsensical, as I had already cancelled my account. I explained the situation (again), confirmed that I expected a refund to my original payment method, and was told to allow another 24-48 hours. That was just the start of the endless cycle of false promises. ENDLESS LOOP OF LIES Since then, I've been calling every 48 hours, only to hear the same canned response from different reps: "Yes, I see the credit on your account. I'll escalate it and initiate a refund to your card." They confirm my card on file, acknowledge my previous calls and emails, and yet... still no refund. As someone who works in customer service leadership, I find this entire experience appalling. I fully understand that certain processes take time -- but this isn't a process delay. It's deliberate incompetence, and at this point, theft. NO ACCOUNTABILITY, NO MANAGEMENT, NO EXCUSES Where is the accountability? Where are the internal notes? Who is supervising these agents? Is anyone overseeing what's going on at this company? From my experience (and clearly based on many other reviews), ReadyRefresh is operating without any functioning management, oversight, or customer service infrastructure. Their accounting team seems non-existent. Their agents are powerless and poorly trained. And their system is designed in a way that makes it as difficult as possible for customers to get their money back after cancellation. They are holding onto customer funds illegally and failing to provide services in good faith. That's not just bad business -- that's fraudulent behavior. FINAL THOUGHTS I am disgusted by the way this company operates and appalled that they are still in business. I've spent countless hours trying to resolve an issue entirely caused by their internal dysfunction, and to this day, I'm still out $200. Avoid this company at all costs. They are disorganized, dishonest, and exploitative. If you value your time, money, and sanity -- look elsewhere. Thank you for coming to my (very justified) TED Talk. read more

Haven't had a delivery since May 30. Delivery date keeps getting pushed back and they never show up. I guess they only have interest in servicing retail accounts. I can't imagine they get any new customers as they can't deliver. As others have stated they are now essentially the only option since the merger. If I could give negative stars sign me up. Ready Refresh has a spiffy app which gives you the option to tip your driver. I would love to tip my driver but they never show up. read more

This company is a total Sham. I cancelled my service on June 18th but they charged me for cooler rental for the month of July. I have been going back and forth with their email bot with no resolution but to call the customer service number which I already did and it was supposably fixed. Not so. I can't handle being on hold for over an hour. My time is worth more than 19.99 so I paid the bill and am hoping this will be my last interaction. Stay as far away from Primo Waters as you can. Totally sham billing and the worst customer service I have ever experienced. They finally picked up the water cooler almost two weeks after the scheduled date. So glad to be done with them. read more

Their switch to Primo Brands was a bit of a mess. They missed a delivery, then delivered the wrong item, then pushed out another "fix it" delivery despite promises over phone. Now I'll run out of water before the delivery. The driver on the first fix it delivery not only left the bottle in the wrong place, but entered my garage without permission. I am leaving Primo Brands/Ready Refresh/Sparkletts ASAP! read more

Been a customer with Primo / sparkletts for over 25 years merger with this company and nothing but empty promises and lies. Called Customer Service 6 times, always given a date of delivery and then no one shows up. worst experience ever! Terrible merger. read more

Zero stars- used Sparkletts for 2+ years without any major issues, and in the off chance I needed to speak with a representative, the matter was handled quickly. Since the acquisition I have been overcharged, over/under delivered on delivery days (which change/get pushed back every week), and it's nearly impossible to get ahold of someone. Cancelling my account- that is, when someone finally gets back to me and confirms it read more

Primo Brands which has taken over Ready Refresh has been an absolute NIGHTMARE. They have not shown up for two scheduled deliveries and I have not been able to reach anyone at the company for customer service - been on hold 3 different times on two separate days for over 30 minutes each time. WORST company experience ever. Can't even cancel right now bc nobody will pick up the call. They just leave you on hold. What a joke. read more

Worst company ever. Do not use them you will be sorry. Customer service may be the worst I have ever experienced. Criminals they will over charge your card and never refund you. They deserve -100. I asked to speak to a manager and they told me that the managers are not doing call backs. That's crazy. Stay away read more

No delivery for over 6 weeks, told them we were done using them after not being able to get a hold of anyone. They were suppose to come over a week ago to get their bottles and water dispenser. Still nothing, however they still charged our credit card about 70.00 for this month... read more

if I could give 0 stars I would. All the reviews here are true. Ive tried reaching out to customer service 4 times. The first time I was on the phone for 3 hours then they hang up the call. Every other time its been about 2 hours. worst customer service. I will be cancelling my service with them. The bottles come dirty with white in the inside of the bottle. If you're thinking of signing up with them DON'T DO IT!!! read more

This company turned into fraud. The customer service phone numbers they provide, are not working, and there is no other way to reach them out. They force you to keep business with them. Good reason to apply to the court. read more

Same as everyone - they merged and never delivered our water for last month and now won't answer the phone. Supposed to have delivered the water on 5/15, then 5/16 and then 5/17 - it's now 5/19 and still no water. Their 'we'll get back to you within 2 days' promise for portal messages is a lie as well. I've got 14 bottles sitting on my front porch waiting for pickup as they said they were coming on a few days ago. Can't believe they fumbled the transition this bad. Whoever purchased the other is losing out on this deal as prior refresh customers are cancelling in droves. read more

Primo brands or ready refresh or whatever they call themselves deserve a negative rating. One star is a gift. They have not delivered since April. I have 6 empties and no water. I'm still being charged for equipment rental. I can't get to anyone by phone or email (each email auto response says they will call within 2 days.... 3 tries and a week + later and no response). This company is the worst. I can't even cancel, despite my efforts. How many of us are going to give this one star just because you don't offer a zero, and still receive invoices for nothing? What is our recourse? read more

A customer since 2018...never a problem until the merge with Primo Brands...A scheduled delivery on June 13th...it is now June 24...after several calls and emails...was told June 25...now been bumped to June 26th...just canceled my account...stay away...terrible...if I could give negative stars I would. Primo brands does not have a clue. read more

They just disappeared!!! I had a delivery this month and it kept changing dates and then I tried calling, emailing several times and several different phone numbers and no one answered or responded. Blocked our credit card from being charged and have 5 bottles that are going in the garbage if they don't contact me ! read more

First let me say that Shawn/Sean, the customer service rep I finally spoke to was great. Second, the chat bot customer service system this company uses is EXTREMELY painful. Hand down the worst bot system I've ever had to use. It took at least 4-5 tries to get a resolution due to the chat bot freezing or reloading and losing my convo, always coming back without keeping our previous conversation. read more

Has anyone been able to contact their support? Opened 3 tickets which never gets replied and called multiple times just to be left on hold for over 20 minutes. read more

If I could give them ZERO stars I would. NEVER did I have these troubles when w/Sparkletts/Primo. They (Ready Refresh) merged w/Primo & now I can't get water delivered, empty bottle 12+ picked-up, my account is in collections now BUT I can't even pay the $79 I owe because Ready Refresh can't figure it out & my account is NOT in collections w/their collection department. IT IS INSANE & I'VE SPEND 3 DAY & OVER 7 HOURS ON HOLD & TRYING TO CALMLY SORT OUT! read more

If I could give this company a minus 1000, I would do it. It started with them missing deliveries, and I called to cancel, and they promised to deliver on another date with a discount. So I agreed, the delivery never showed up. They didn't text,they didn't call, nothing. So I called to cancel. They gave me a cancelation reference number and said they would pick up my empties. It took them at least 2 weeks to do that and then instead of crediting my account for the return of the glass bottles. They charged me instead. I called, but nobody answers. I called my credit card company to make sure I'm off auto pay, but they said I would have to call Primo water to do that. I have called many times, but there is still no answer. I canceled my credit card because I don't trust Primo water.i think I will have to take this further in order to get a resolution. My recommendation is stay clear of this company. They are also a part of a conglomerate of several well known companies so do your homework when finding a water delivery source. Absolutely the worst experience to date working with any business in my lifetime. read more

Never in all my life have I had more issues with a delivery service! This company changes my charges every single month! They will not deliver water with a past due balance yet they keep charging me an extra $111.97 and saying its from a past due balance but can't tell me when it's from! I will continue to fight until they give me my money back and then find anyone else to deliver my water! This company is full of thieves and will rob you. Do not buy water from them! read more

The worst company! We got switched over to them from Primo and can't find out when our delivery date is and never, never answer the phone. Will cancel service. read more

The people running this place are obviously on crack. I took over my deceased partner's business a day after he died they were trying to make a huge delivery and I told them not to. I requested a delivery and they couldn't get the information right. They couldn't get my email address, right They couldn't get my phone number right or the delivery address right after much frustration. I just said cancel now I keep receiving a bill with $20 a month late charges for order I didn't get we never ordered the plastic cups. Only the bottle of water but plastic cups are on the bill. I figured this was a revenge billing. They have harassed me to know in and I'm about to turn it over to my attorney do not do business with these people. I agree with all the other one ratings. A monkey could handle this business better than they can do not do not do business with these people Just buy your water at H-E-B it's cheaper. I would give a zero, but guess one's better than nothing. Trying to get a hold of them as possible trying to use your codes in your passwords is impossible. This business really sucks. read more

they are horrible. they will say they delivered your water and never do then bill you. i had to cancel my cc because when i cancelled services they still took out money. they billed me for equipment that they picked up. even after cancellation i get a bill every month read more

DOUBLE ZERO STAR!!! This is becoming ridiculous. Once again, I never received ANY water deliveries from this company. They delivered my first delivery to the wrong address and there were subsequent delivery problems so I have closed this account in January. They continued to invoice me, even after I talked to them, and was told this would not happen again. But once again, I just got yet ANOTHER invoice! What is going on? People, please spread the word and tell everyone to NOT do business with this company. read more

Save your money and sanity. They will bait and switch the prices on you continuously. I called to complain about the price switch after the delivery and they promise it won't happen again and try to give me credit for my next deliveries.... But every time the price switches to more than double or triple the price it says on the website. I was duped into thinking it would only be $19 for a delivery and I was just charge $61... How is this legal? read more

Worst service ever. This new company doesn't know what I paid, what I owe, or where I live. No deliveries for over a month and I have a dozen empty bottles on my porch. I can't get an earlier delivery scheduled because the website says my payment wasn't processed (it was, according to my bank and their own records) and that I have to make a payment before resuming service. But the website also says I have a $0 balance, so I can't pay anything anyway. The chatbot was useless, couldn't even answer the first question and sent me back to the main menu. I tried to send an email request, but the form said that my zip code doesn't match my state, even though it's the same zip code on my account that is clearly shown in the upper left corner, so it wouldn't let me submit even that. How does a company fail so badly? I'm very close to reporting any future charges to my bank as fraud since I'm not getting anything that I'm paying for. read more

If negative stars were allowed I would give those! I had been a customer for years and never had any problems until the merge with Primo. Since the merge not one delivery has shown up on time. Not only did the deliveries get delayed, I was never notified. I would wait weeks without water trying to get ahold of customer service to find out what was going on. I finally got a hold of a customer service rep and the service was TERRIBLE! The lady told me she couldn't hear me because her phone alarm was going off in her ear telling her that her shift was over. Not only the lack of that professionalism, but I had to repeat myself multiple times because her background noise was people screaming and laughing and she couldn't focus. The call ended with zero resolution. Fast forward to this month I tried to cancel and was given a date for dispenser pick up. Well that date has come and gone and every night/morning I'm having to bring everything inside just to put it back out every morning. AND to top it off, in order to return the dispenser there is a $50 fee. RIDICULOUS! I would not recommend this business to anyone. read more

I wish I had read reviews before I signed up. I was charged twice with no delivery and then a month later I had the account closed and product picked up on Sept 15. it's now December 7th and I am still getting monthly bills. I am so sick of calling. I'm going to call one more time then I am reporting to the BBB and I will also not pay the bill. Period. I am so over it. I even took a pic of the delivery driver picking up the wayer dispenser and the 3 bottles. Don't waste your time. read more

BUYER BEWARE. If I could leave zero stars I would. See a copy of my recent email to the company below: Your company not only has disgusting humanitarian and environmental practices but you're also an incredible pain in the ass!! When I realized you were owned by Nestlé shortly after enrolling, I immediately canceled my service. You have rescheduled pick up of bottles 3 times. In June you rescheduled, then did not pick them up.  This week you again changed it from 7/8 to 7/9 (today). I just received a text and email saying you "were unable to make the 'delivery' because nobody was home" -which is complete bullshit -  And are rescheduling again to 7/12. The 4 bottles have been outside since 9 PM last night! I also have Ring video which proves that nobody came to attempt the pick up. I'm tired of dealing with you asshats. I'm going to donate these 5-gallon bottles (which you probably don't reuse/recycle anyway because you're a bunch of lying corporate douchebags). Do not contact me anymore; take me off your email and text list & permanently delete any account I may still have with you.  Fuck off. ---- And like others have posted, they excel at customer disservice. Their "chat" feature on their site is trash and just says someone will supposedly follow up in 2 DAYS - which is excessive by today's standards - but it's much longer than that! read more

I called up again a second time and this time spoke to someone who was better able to assist. Very surprising the contrast between this interaction and the prior one But anyways, they arranged for a new visit to fix what was broken from previous repair and also offered to refund the prior service charge Definitely what I was expecting - so I have again updated my review to reflect that Let's hope this consistency w improved customer service continues read more

RUN BY MONKEYS I've been with ReadyRefresh for over 4 years and it's been great. However, this past year they keep changing the delivery window. It used to always be the 1st week of the month. Now it's sporadic. Sometimes they come the 3rd week, sometimes the 2nd week - I HAVE NO IDEA HOW MUCH WATER TO ORDER IF I DON'T KNOW WHEN YOU'RE COMING BACK!!! - Extremely Frustrating. Customer Service is a child in another country. read more

I rarely give shitty reviews but this must be put out there. Their customer service is abhorrent. The call center is in India so the reps have no idea what you're even talking about when you mention "HOA." The delivery guy delivered the bottles but didn't pick up the empties that were 6 feet away. You'd have thought they were placed on a ten foot wall and covered in Indiana Jones snakes or something ridiculous but nooooo, they were literally six f-cking feet away, easily accessible. I automatically include 5 bucks for every delivery tip and this is the crap service I get. Was on hold too long to even be able to cancel. Jeez. I'm sure that's by design. Well, the bottles are out there and I'm sure we'll get a nasty notice from the HOA about it because I'm not going to pay 20 bucks for an empty bottle pickup when your idiot delivery guy didn't feel like picking them up. Enjoy your tip, asshole. read more

If I had the option to give ReadyRefresh zero stars, I would. Just like most of the recent reviews, I have been a ReadyRefresh customer for the past year and a half or so, prior to the Primo Brands merger which just messed everything up for everyone. My water delivery date has been getting pushed out to the next day super last minute every day for the past 2 weeks. My family has been out of drinking water for the past week because of that to the point that my husband has to take a few empty water jugs to Safeway to fill them there. Whenever I call to talk to a human being agent with the company to try and figure out what the hell is going on, I am placed on hold for over an hour every time. Every time I try to chat online with an agent during their business hours, an agent is never available. When I finally did get a hold of a person on the phone she assured me the water would be delivered the next day and that she would leave a note for the delivery dispatch. I'm pretty sure she was lying because it just got pushed out again and I still have not received any water. What am I paying for if nothing is being delivered?!?! This horrific service, or serious lack there of is completely unacceptable. ReadyRefresh sold its soul to Primo Brands to diminish the decent service they used to provide. Then when I try to cancel my service due to how terrible this has been, I can only write a short message that will be replied to in 3-5 business days. At this point I doubt I'll even get a response. WHAT A TERRIBLE SHAME. DO NOT PURCHASE SERVICES WITH READYREFRESH OR PRIMO BRANDS. THEY SUCK! YOU'LL REGRET IT! read more

If you want to reach customer support you are out of luck. Tried to cancel my service and so far I have been on hold for 30 minutes. I think they have me on a line thats they're never plan to answer. Horrible customer service! Never again! read more

If I can I would give them NO stars!!! They pressure you to buy on the initial visit. We really needed a water service and decided to give them a shot. Well victory celebrated early they really are UNPROFESSIONAL and have lots of issues. From the moment we got service. There's always something going on They cancel deliveries without notice. And customer service sucks. Their solution is offer $10 off!!! Are you kidding me what the heck does that do when they ruined your expectation and need. DONT DO BUSINESS WITH THEM!!!! I REPEAT. DONT DO BUSINESS WITH THEM!!! if you're reading this come pickup your crap! I've tried calling and they even lag to get their equipment. read more

They bait you with one price and switch it to triple the price when they bill you. Disgusting. SAVE YOUR MONEY. Their customer service is terrible and they'll just continue to tell you it will cost you $19 but bill you over $60.... read more

Horrible company! The company really went down, they became very dishonest and shady. I canceled my service because I bought a water ionizer and a filtration system. They are supposed to send me a refund of $30 dollars, but never did, after number phone calls and emails. It has been 5 months. They are a very dishonest company. I'm sure they will go out of business soon! BEWARE! read more

After eating at one of those Brad A. Johnson-approved restaurants with a double-barreled name (I think it was called Fork & Expensive), we all realized that we cancelled our Arrowhead service at about the same time. Was it the name change to the Orwellian "ReadyRefresh"? Was it the constant emails to satisfy your "hydration needs"? (Another Orwellian phrase.) Was it them leaving the scratched-up plastic bottles on the sidewalk even though it was communicated to them that we were travelling and that our office was closed? No, the final straw was when the driver dropped off the dirty bottles and then asked to use the loo. Thinking that it would be just a quick potty, this driver decided to plant a giant Francis Ford [Crappola] into our toilet and forgot to flush, leaving a bolus of methane molecules floating through our office and stinking it up. This company thinks it's "carbon-free". Nope, not when those methane molecules are still sinking into our office carpet. Liars. read more

Haven't had the chance to do biz with these guys yet. Why? Cause they don't answer the phone ! See the recent reviews. So apparently, Arrowhead/Nestle was bought by One Rock Capital Partners for over 4 billon dollars (yes, billion with a capital B)! And these ass hats can't seem to find a warm body to answer the phone with that kind of money ?!?!?! You must be kidding ! Spent 20 minutes just searching for a phone number to this business. Once I found it, it simply disconnects once the automated voice picks up. So typical for massive companies these days that are so large, they really don't have time to be bothered with things like "questions" or "billing discrepancies" from the plebs. They just want money...with little to no accountability. I rank these knuckleheads in the same class as Verizon wireless, or the Biden Administration....completely overpriced and worthless. Glad I read the other reviews and did some homework before trying to do biz with their ilk ! read more