Primo Water
Read all reviews for Primo Water →
Declining Service and Rising Costs Since Primo Water Takeover – A Longtime Customer’s Disappointing Experience
We’ve been loyal ReadyRefresh customers for many years. For a long time, the service was reliable, the deliveries were timely, and the pricing was fair for the convenience and quality of bottled water delivery. We appreciated the consistency and customer service, which kept us coming back year after year. However, ever since Primo Water took over ReadyRefresh, our experience has dramatically changed — and not for the better. The problems started shortly after the acquisition. One of the most frustrating issues has been the unreliable delivery service. Where deliveries were once predictable and punctual, we now find ourselves dealing with frequent delays, missed deliveries, and incorrect orders. There have been multiple occasions where we’ve waited days beyond our scheduled delivery window, only to find out that the driver either skipped us or that our order was inexplicably canceled. Trying to reschedule or get clarity from customer service is its own headache — which brings me to the next issue. Customer support has gone downhill significantly. Getting in touch with a real person has become more difficult, and when we do manage to reach someone, the answers we get are inconsistent at best. We’ve been told different things by different representatives, and issues often go unresolved for weeks. In one instance, we were promised a credit due to a missed delivery that never came — despite following up multiple times. Another major concern is the steady increase in prices, with no corresponding improvement in service (in fact, the opposite). The cost per bottle and delivery fees have steadily crept up over time, and now it feels like we’re paying premium rates for subpar service. We understand inflation and increased costs of business, but the price hikes seem excessive considering the decline in reliability and responsiveness. It’s also worth mentioning that their online account management system has become more cumbersome. Placing or changing orders used to be straightforward, but now the site is prone to errors, and changes don’t always go through as expected. This adds another layer of frustration when trying to manage something that used to be simple and stress-free. What’s particularly disheartening is that we used to recommend ReadyRefresh to friends and family. It used to be a seamless, dependable service that made our lives easier. Now, we’re actively considering canceling our account altogether and looking for alternatives. It’s sad to see a company with such a good track record lose its way after an acquisition. In summary: • Delivery issues: Frequent delays, missed or incorrect deliveries. • Poor customer service: Long wait times, inconsistent information, unresolved issues. • Rising prices: Cost increases that don’t match the value provided. • Declining user experience: A once-smooth service now riddled with problems. Unless major improvements are made soon, I can’t recommend ReadyRefresh under Primo Water’s management. Longtime customers like us deserve better.