Primo Brands now owns ReadyFresh and Sparkletts. An absolute disaster of leadership and change management by the acquiring company. I did not know the local company, ReadyFresh, was being acquired by Primo Brands. Had I known how badly the change management was going to be, I would never have signed up. My first delivery in April and second delivery in May went smoothly. For July, I used their mobile app to move our delivery up by three business days; well within their delivery edit time frame. My target delivery date for Wed, July 25th, was completely missed and with zero advance notice. I had to check the mobile app to find out it was delayed to Friday, July 27th. Not the biggest deal. Delays sometimes happen and we can pick up a case of water bottles for our customers till Friday. When the delivery no-showed again on Friday, AGAIN without advance notice, I had to find out through the app that it was now delayed to Monday, June 30th. I emailed customer service asking if these type of no notice delays were common. They replied the next day stating delays due to service merges across branches and assured me that our delivery for Monday, June 30th, will be made by 6pm. You won't have to guess that they no-showed on Monday, June 30th. AGAIN, without notice. They no-showed on Tuesday, July 1st, WITHOUT NOTICE. And now, checking the mobile app, our delivery is now set for July 2nd. They have completed eroded what little trust they had and now I can not count on them being able to deliver water on time for our staff and customers. BUYER BEWARE. read more

This is the absolute worst company I've ever interacted with. Customer service is non-existent. And they've been bought up several times -- first by Primo Brands and then Nestle. They have completely lied about delivery -- and then sent emails that they missed my delivery window. I requested they picked up two bottles -- which they lied about picking up, even sending an email that they had. Then website has no way to get to a human. And they've jacked up prices since we started with them in 2017. After months of no service, I finally went with a local company which finally has decent service. BEWARE -- stay far far far away from this company. read more

And I still can't get a manager or supervisor on the line or help with my termination and a pick up date. 3 people refused to get me a supervisor to talk to I hope the review these calls and actually do something because I've been treated so poorly. - [ ] Inhumane behavior towards me and very short with me hanging up and transferring me to get off the phone and avoid any questions I had. I was promised a credit on April 4 by a representative I believe April and she lied to me. Dont recommend! I hope a representative will contact me after this! I'm praying for help because I've wasted so much time and energy also money by staying home till 5 to get this picked up! read more

Sparkletts Water - Still on hold!! - Water Delivery Near Me - Austin, Texas

Extremely poor customer service. Delivery and pick up dates were not adhered to. Customer service passes you from rep to rep

Literally the WORST customer service of any company I've dealt with in the past few years. I've had to call in at least 10+ times to a customer support representative for a half dozen reasons, including (but not limited to): - Dropping off the wrong # of bottles - Not picking up empty bottles - Not dropping off the correct type of unit - When the correct unit was dropped, it didn't have come with all the parts - Missed scheduled appointments (without any communication) Hate to say it, I'm still a customer b/c they're the only water delivery service that's local and delivers in glass :/ read more

1 Star If I could give zero stars, I would. I've been a customer of Primo Water (previously Sparkletts) for over three years. What's happened recently is beyond frustrating -- it's a complete failure in service, accountability, and basic communication. Nearly a month ago, I requested a simple equipment pickup -- a water dispenser and eight 5-gallon glass bottles. After receiving a confirmation email for the scheduled pickup, nothing happened. I reached out. No response. I emailed again. Still nothing. I've now sent six separate emails and tried calling multiple times, only to be left on hold for over 30 minutes with no one ever picking up. To this day, the equipment is still sitting outside my home, an eyesore and an embarrassment. I've even received multiple "confirmation" emails claiming it's been picked up -- total fiction. I've been more than patient. I've asked repeatedly for someone -- anyone -- to call me so we could resolve this professionally. Nothing. Instead, I get vague, automated apologies blaming "ongoing migration issues." What I haven't gotten is an actual person taking responsibility. Primo's customer service is nonexistent, their internal systems are clearly broken, and they seem completely indifferent to the experience of loyal customers. I'm now filing a formal complaint with the Better Business Bureau and will share this story on every platform possible to warn others. To anyone considering using Primo: don't. It's not worth the stress, the wasted time, or the runaround. There are better options out there -- even if they cost a little more -- that won't leave you chasing your tail for weeks over something as basic as a scheduled pickup. read more

They straight up stole money from me and when I inquired, they promised a refund and I never got it haha. Also, they do not make it easy to cancel their services. I'm warning anyone, do not give them your business!! They're horrible!! read more

Spent 2 hours on 2 separate days trying to find out wtf with my delivery. Csr barely speaks English and I STILL HAVE NO IDEA WHERE MY WATER IS!!! YET MY MONEY IS GONE. THIS IS BS!!!!!! read more

Absolute trash!!! They never show up, they can't enter a gate code to bring water up to the house like I asked them too. As I was writing this review guess who showed up 3 weeks late? Primo water, and guess what else? The guy was leaving the water at the front gate just like I asked not too. Luckily for me the guy who delivered today was kind enough to bring them up. Primo did not give him the gate code... OMG read more

Primo Water took over Sparklett's Water which took over ReadyRefresh and ever since then the service has gone downhill! I had a previous water dispenser from Sparklett's/ReadyRefresh and it started to leak (top load). I called and they had switched to Primo Water. Primo Water scheduled delivery for a new dispenser the following week. They never showed. Never called. Never rescheduled. I called back and Primo Water let me know they don't know what I am talking about as no dispenser is shown on my account. Nevertheless they scheduled a new dispenser to be delivered 2 days later. The new dispenser showed up. They did not take the old dispenser. Called them back. Again they tell me my account does not show a dispenser but they will schedule a pickup. 2 days later a new dispenser and (4) 5agllon jugs are delivered. I tell the driver to take the new one as I already have one and to take the old one. Driver says again that I don't have a dispenser listed on my account but he will take it. The very next day another driver shows up and delivers yet another dispenser and (4) more 5 gallon jugs and leaves them on my porch. I call Primo Water again and explain it needs to be picked up, I wont be charged for multiple dispensers. They seem confused and say I don' t have any dispensers on my account. Get your act together Primo. I will be cancelling service soon. Water quality has gone down and doesn't taste like it use to and customer service is obviously a huge mess as they don't know who has what and when drivers have already gone places. read more

I love Mountain Valley water. I've had it delivered for awhile, years ago. Recently tried it again and only got a few deliveries before they just stopped. Kept being rescheduled, Then they wouldn't show up. 5 TIMES IN A ROW. I canceled right then. Now waiting to get the six bottles we have and dispenser to get picked up and I'm not holding my breath. Incompetent all around except CS. Everyone there has been pleasant even after i got very upset bc of an hour hold. Hugely disappointed. I want the water for goodness sake. I don't want to cancel! I just want reliably! read more

Sparkletts Water - Water Delivery Near Me - Austin, Texas

They had an issue over a month ago when their systems went down. Not only were they unreachable they left us high and dry with out a delivery. We had emailed when we heard nothing back that we would like to cancel. We have since switched over to another water delivery service. It's been almost two months and yesterday they show up out of the blue without ringing the doorbell and randomly drop off 6 5gal jugs at my door. They are very very hard to contact -- it's as if no one cares. I have over 20 5gal containers that I want taken ASAP. Please please cancel our service. read more

Sparkletts Water - Water containers that have been here for months. - Water Delivery Near Me - Austin, Texas

Terrible. They were supposed to pick up equipment for weeks (and never show) and they still charges us (plus six empty bottles and dispenser just sitting outside our home/requiring us to lug in and out awaiting pickup) Unnecessary lies "we're coming to pick up tomorrow!" and charges! Had great service in GTX so it's unfortunate the Austin office dropped the ball! Zero stars!!!! read more

I love the Mountain Valley Spring Water, but the customer service at Primo is the worst. They obviously don't hire enough people to answer their phones, because every time I call with a problem or a change, I am on hold forever and forever, with the most insincere message playing over and over saying that they value great customer service. Obviously they do not, because they don't answer their phones! Also, several times I have gone online to my account to postpone deliveries and they totally ignore that and deliver anyway. And, the last dispenser I had quit pumping so I asked for a new one...it took me three days of calling to get through to anyone...and the new one, it's full of mildew. Can't drink the water from it at all. read more

Horrible service they don't even deserve a one. Do not use this service. The reason I chose this service was I work in Coctco. There is no communication with the company. Two days in a row they did not deliver because it was too cold. Did they tell us no. We called for an early delivery and they did not deliver when promised. When I called the company they had moved the order until the next scheduled delivery day. If I wanted to wait till the next delivery day I would not have asked for an early delivery. read more

Do NOT sign up for their service. It has been a nightmare since we first signed up at the local Costco. We never received our machine or water and then charged for double the amount of water that was delivered and still had no machine to even use the water. We finally received the machine and it was the wrong one. When I called to cancel my service they still wanted to charge me for water I never drank or a machine I never used and on top of that delivery fee for a machine that should have been delivered weeks ago. Horrible customer service. read more

I ordered because I love MountainValley Spring water, seems like a reputable brand BUT primo water is NOT. They have charged me $$$ in error, would not refund, instead said it's "in your account" as credit and would not refund. After agreeing, because it would likely be less hassle they proceeded to charge random charges. I had to call my bank in help retrieving $300+ from primo water. Save your time, energy and find another company. read more

I love Primo Water's selection of water and single serve bottles. There have been some challenge with deliveries but they will go above and beyond to ensure your delivery is made! Their drivers are always the nicest and very helpful! read more

Horrible experience. They lie, delivery whenever they feel like and just play in your bank account. Horrible company and I feel like an idiot for not looking at these reviews before ordering. They're escalating my MULTIPLE issues but after seeing this I'm just going to cancel service, there's clearly no chance they'll get this right. read more

Deliveries vary in quantity although I have never changed my order. Will not take more than 3 bottles. Have dealt with both issues multiple times. I'd recommend ozarka delivery. read more

Ordered delivery. First week did not come. Second week half of order came. Huge bottle deposit fees - zero stars. You call customer service and they aren't even in contact with the delivery team that's some other place - awful read more

HORRIBLE service! Been buying from them for 10 years and after Sparkletts bought water event my service has been horrendous. I am so annoyed with Sparkletts. read more

We've used Sparkletts (now Primo) for many years. Our delivery guy is friendly, courteous and helpful. Water is delivered on time and we get a reminder call the day before. The ease with which we can change our order online is great. The cooler was set up in a short time and they have no problem switching them out if there's a problem. We did have a problem once with a new setup that had a faulty pump but the guy came the next day to change it out. Plus we really like getting water without fluoride, chloramines and other hard water residues in Cedar Park. We rely on this company, plus PFAS free! read more

This company repeatedly misses their deliveries to us and then over promises that they are prioritizing us the next day. Well this week takes the cake.... They were supposed to deliver Monday.... NOPE, then promised Wednesday instead.... NOPE, let's try Thursday they promised through their apologies....NOPE, we are escalating this to the highest degree, you'll have your waters by 1 pm today (Friday).......NOPE, still not here. CANCEL CANCEL CANCEL CANCEL. Taking this all the way up the chain and all over social media. Messed with the wrong business to piss off. read more

Sparkletts Water - Empty water containers - Water Delivery Near Me - Austin, Texas

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I've had Sparkletts water for several years now and have been very pleased with the service. My driver Jesse is absolutely great, very considerate, and congenial always bringing my bottles right in the garage for me. This man is very dedicated to his job, I couldn't describe him any better. read more

Placed order at the beginning of May and received the water cooler and two 5 gallon water jugs. I hooked up the depenser and it didn't work correctly. No hot water and one of the jugs leaked all over my floor. I tried calling and sat on hold for 45 minutes only to be hung up on. My husband complained on social media and I had a call from a very nice young lady who send a new bottle and dispenser. Things were going great until this morning when I realized the despener was leaking from the back of the machine. Not sure how long it was leaking but it completely ruined my hardwood floor. I put the machine outside and now sitting on hold (and have been for 45 minutes again) to have them come pick up their crappy equipment. I should have taken the first go round as a sign and should have canceled right then and there. read more

Sparkletts Water - Water Delivery Near Me - Austin, Texas

They cut back on deliveries where I live, and just today was supposed to receive a delivery and they moved it to tomorrow. I called customer service and they told me it was "probably" because the item was unavailable.... no compensation for being inconvenienced. For the price I pay for this water, I EXPECT better customer service. Do yourself a favor and just refill your own water. This company is terrible. It was great 5 years ago but has gone downhill fast. If I could give 0 stars, I would. TERRIBLE!!!!! read more

Signed up at Costco. I did the auto-payment. Big mistake. Sparkletts/Primo first overcharged me on the 5 gallon cost. A long frustrating hassle to get it corrected involving talking to the company, then shuttled to the original salesman, then to the district manager, waiting 24-48 hours for each returned call/email/text. Jeez! They are extremely unprofessional and NOT oriented toward the customer. Final chapter-just now they refused to refund me their overcharge for 3 months of cooler rental. I'm done! Bye bye Primo/Sparkletts. FU too! read more

If you want a water company that doesn't care, you got the right one. I was with them for about 5 years, which is 5 years too long. Could never get a callback from the "manager". We had every other week delivery and you could rest assured, they got it wrong 98% of the time. Complete garbage company. There are many other companies, some even local in Austin, that I'd recommend. read more

I was rescheduled 6 different times (the day of delivery (driver never arrived but found our location The big Green truck caught on security camera going at least 25-30 mph on our gravel road only to turn around (we saw him in our yard ) Complained to customer service only to see that a second acct was set up. They called to verify one acct but closed both accts. The branch manager Rigo Beto Villegas was alerted I requested a call from him and never heard anything this all started three weeks before. Route#3656 Michael was given all opportunities to make good. I even said I would meet him in Bertram if it was easier. I requested a call from Michael prior to delivery so I could be sure we connected. No call. I would NOT recommend this company who is under Primo water http://water.com After closing my account on my end I picked up the phone and called Nestle ReadyRefresh (Ozarka) who gave Superior service! Easy to use-On Time-gave a call just before entering to verify drive took instructions well-drove with caution and respect-thanks to Sanchos Bertram TX we are pleased with ReadyRefresh read more

This service was great for the first few months. One day our driver completely skipped our house on the route. We ran out of water. Every delivery after that was problematic. There's no communication between driver and customer, customer service and customer, or driver and customer service. Sparkletts is extremely unreliable. Also, we rented a dispenser from them that had roaches living in it, which is DISGUSTING. read more

I stupidly kept them for 16 years. They are not dependable at all. Today was the last straw for me. They did not deliver this week as promised. I gave them the whole week to deliver. When I called the corporate 1-800 number they confirmed my delivery was skipped and would not be again until my February delivery. The 1-800 number people also called the Austin location and they said it was raining and they can not turn their truck around on my street. It was not raining on my delivery day. Plus I live on a culd-a-sac and they always can turn their truck around. On the big freeze a couple years ago they lied, too, and it took 3 months to finally get a delivery after that. There is no reason to use this service even though the call center for the corporation is very nice. ​ read more

sales guy gave me $3 water and promised me he was giving me his employee discount so i switched from company who was great to me over 12 years since that was unreal price. 3 deliveries later price went up to 10 per bottle so charged more than what i was before. quitting today and calling my other company back. what a scam read more

IF PROBLEMS CONTACT SAMANTHA JONES CORPORATE RESOLUTION, CorpResolution@primowater.com 866-586-7873 ext 4274 1. Still don't have the proper supplies been a customer for about a month 2. Driver Greg from Mesquite, TX branch lied re coming to my door and calling, after the main # sold me coming between 1-4, apparently he came around 11 and I was not available. The geo-tag that showed was to community not unit. Main number did not pass on how to get to my unit and it is below ground so not able to be found without instructions. got the following week, and was given a defective dispenser after lying about it. He must have know main number would email him so said he was out of dispensers so he would no have to come back, but if he 'came to my door' then why if he had a dispenser. Defective dispenser leaked about 5 cups and while trying to shut off as kept dispensing when I hit off and with extension plug could have gotten electrocution. Drive didn't give me a how to use lesson or offer ANY customer service. & ignoring my expressed medical needs, while rolling your eyes=DISCRIMINATION 3. Brought up two points to driver Greg that were medically necessary due to a disability & ignored, thus putting my poor health at risk 4. Store mgr for Mesquite, TX branch was rude. Main number is not allowed to pass out store numbers 5. Store mgr ignored multiple emails to contact me from main number, so did driver 6. Main number emailed 4 DM over a few days none called back, they have no consequences so don't follow up on any of those emails to help me.7. Can not change delivery date to next week online client portal locked to only change every two weeks 8. My Mom called since we use a shared CC for the service and was told the VP of Primo would call, not called 9. On Tuesday was awoken by hearing the water clank and tank driver left had a hairline fracture. If I could hear with ear plugs while sleeping and my dog could hear, THEN Greg, DRIVER HEARD & CHOOSE NOT TO REPLACE. 10. Tried to move 5 gallon distressed glass bottle out of doorway and 5 gallons of water went into my home under W/D, fridge, entry way closet. My vacuum was ruined, missed my dogs procedure and will cost $135 to do another as will take a month to get back in, ruined my medical shoes, and have to hire someone to help me at $30 an hour due to being disabled read more

If I could 0 star I would have done that. Please stay far away from this company. I had ordered to start service from Costco location on 08/08. Confirmation number - 2KWG3. They missed by delivery 3 times and inadvertently closed my account without consulting me. I had called Sparkletts customer service several times and they always said it will be delivered today but never got it delivered. I cancelled my services from the previous vendor based on this order. I trusted as they are via Costco, there services would be top notch. But Sparkletts water is BIG DISGRACE to Costco. Other than mental agony they haven't provided me anything. Edit - Kenneth Parker the Branch Manager in Texas called me and profusely apologized for the inconvenience. James got us setup the same day and we are happy now. Water tastes good and cooler is up to the mark too. Hoping all will be well for future deliveries. read more

I posted a review not long ago while I was dealing with this company. They charged me for products I never received. After countless phone calls and many assurances that it would be resolved, it never was resolved. After this significant loss in money, I decided to cancel my service. I should have received the deposits on the bottles they picked up weeks ago. Alas, I have never received the deposit. Overall, this company has kept approximately kept $240 from me. Do NOT use them. Just buy the water for yourself from a local grocery store and save yourself the hassle and hundreds of lost dollars. read more

ABSOLUTELY WORST COMPANY IN AUSTIN!! Horrendous customer service - Drivers ran over my grass - they dumped off glass water bottles on the street - multiple emails to communicate with no response!!! DO NOT ORDER WATER OR ANYTHING FROM THIS COMPANY!!!! read more

Well, where do I start? Their drivers are incapable of leaving the correct product, the correct amount of product and now they leave five, 5 gallon water bottles in our alley. They've always delivered to our front door, driver said he delivered 6 bottles, lied and only left 5. Left 12 empty bottles on our porch, guess that was too much work for him. Their management is a right up to par with their lazy drivers. Two phone calls to management, not one call back, this is the third identical incident. The rep that did finally call, really didn't care and was speaking as if I was his "homie" from the neighborhood, this is who they hire to represent their company. Save your money and take your business elsewhere. read more

I have called them twice, staying on hold for 45 minutes at a time, while doing something else at my desk. Then I emailed 3 weeks ago, requesting they reinitiate our previously on hold account. Nothing... read more

They mess up deliveries almost every time. The website is trash and doesn't work, so you have to call to make sure they bring you what you ordered. They don't replace them like empty bottles like they claim - to make it worse, if you wanted 3, but hey only left 1 (despite telling them etc), they will come back and charge you another 6.95 delivery fee! Ridiculous. They also add on all kinds of hidden monthly fees. read more