Primo Water
Read all reviews for Primo Water →
Repeated Failures, No Accountability, and Zero Customer Support
I do not usually write reviews, but my experience with Primo Brands has been so consistently bad that I feel obligated to warn others. Since April, their delivery service has been a mess. My first missed delivery was on April 16, followed by another on May 21. I did not change or cancel anything. Their system kept rescheduling my deliveries without my input, and I was forced to adjust my schedule each time. When they finally delivered in June, the driver ignored the clear instructions on my account. He left heavy five-gallon glass bottles outside in high heat and did not pick up the empty ones. I have been overcharged ever since for bottles they never collected. Today is July 2 and once again, the driver left the bottles outside and failed to take the empties. This has happened multiple times and nothing has been done to fix it. Customer service has been completely ineffective. Every agent I have spoken with is offshore, cannot access the distribution center, and has no way to communicate with the delivery team. The support phone number does not work. The chat agents just repeat scripted responses with no real solutions. This is not a one-off issue. There are dozens of reviews just like mine, describing the same problems. There is clearly no accountability or structure in place to support existing customers. I canceled my service today. The product itself is fine, but the overall experience is frustrating and unacceptable. I would not recommend Primo Brands to anyone.