Primo Water Reviews

After four consecutive missed deliveries—each one confirmed via email, text, and their app—I’ve had enough. Primo Water repeatedly sent notices saying my delivery was arriving within hours, only for no one to show up. No call, no email, no explanation. Each time, I put my return bottles outside as instructed—sometimes in 100-degree heat or during storms—only to bring them back in when the delivery vanished without a trace. When I checked my account, the delivery was either marked “skipped” with no notice… or simply never recorded. Reaching customer service is a joke. Their system couldn’t recognize my phone number or account number, making it impossible to speak to a human. I finally got through via online chat, where an agent offered me 50% off for six months to stay—but couldn’t guarantee their system or delivery issues would be fixed. I canceled immediately. I will never do business with Primo again. Their operations are broken, their service is negligent, and their support is unreliable. Don’t waste your time or money.

We have been waiting for delivery since June 25th. We have not received our delivery. It is now July 4th. We tried to get an earlier delivery because we were out of water. Each time we were told our delivery would be here the next day. We called on July 2nd and they assured us it would be here July 3rd. Of course it was not delivered. Today is now July 4th. We have had to go to the store and purchase water at $16.00 a bottle. Although Primo gave us a $20.00 credit for that purchase, we still have NO WATER!! Also when someone calls you back they say they’re call center it open till 9:00, but if you call after 6:00 they say the office is closed!! We used to have good service with them but not anymore!!

I’ve been a loyal customer of this service for years, but I’m beyond frustrated with their billing practices. I paused my water delivery for several months, yet continued paying the full monthly amount—around $30—to build up a credit for when I resumed service. Now, I check my account and see a balance due of over $80. How does that make any sense? I called to get clarity, and after 45 minutes and being transferred to four different departments, no one could resolve the issue. They claim they’re in the middle of a system migration—which has apparently been going on for months—so their support teams have limited access to billing history, if any at all. And if I want a mailed invoice? That’ll cost me $6.99/mo. Seriously? And I can't see the billing and payment history online. To top it off, the last rep said they’d escalate my case to a “special department.” When I asked for the name of the department, he said he wasn’t allowed to tell me. I asked, “So... it’s a secret?” He replied, “No, but I can’t divulge the name.” I said, “Isn’t that the definition of a secret?” He had no real answer. SMH. I feel completely taken advantage of. At this point, I’m seriously considering canceling the service altogether and just picking up my own water.

ABSOLUTELY DO NOT USE THIS COMPANY!!!!!! Primo water delivery bought out ready refresh/ozarka. They have been a scamming nightmare.. They will charge you all kinds of fees. They do it underhandedly. And if you rent, their cooler doesn't matter if you've rented it for five years when you return it they charge you an almost $60 reconditioning fee for it. Avoid this company like the plague. Trying to close and cancel my service took me almost a month from the time I tried to get hold of them to the time they actually finally picked up my equipment. They also told me my account was closed on one day then a different email said another day I couldn't do anything by phone, web or app because it wasn't working and if I called by phone, I would be on hold for at least five minutes then it would send me to a survey and hang up on me. after my equipment was picked up and returned, They charged after my “closed” account a reconditioning fee as well as another monthly cooler rental fee and all the time I was communicating with them regarding closing my account, not once did they tell me about a reconditioning fee of a five-year-old water cooler! If you do the math I paid at least $350 over that five year period to rent it. In January, I was charged a $21 rental fee for the cooler which I had never seen before. Then they once again started charging me the $6.09 monthly fee. Anyway, they can make a dollar where you may not notice it. They’re gonna do it. There are so many good filtration, water, pictures, and attachments that you can purchase do yourself a big favor if this is for your home and invest in one of those because this company is horrible and there aren’t many options out there.

Do NOT use. I have made multiple calls and received several inaccurate orders. First, Primo did not follow the online instructions and delivered what they wanted. Secondly, weeks later, too many bottles and charges were delivered. Third, yesterday (July 2, 2025), there was no delivery. Received an email on July 1st for a July 2nd delivery. Bottles were out the night before, and I received no delivery. When I called to ask why, I received multiple different reasons. 1. Routes changed, 2. Wrong day, and finally 3. There is a shortage of 5-gallon bottles. Therefore, I received no delivery. When the lady tried to call the local store (Dayton), she couldn't get hold of anyone. As a customer for only 6 to 8 months, I experienced multiple mistakes and inaccuracies with no immediate resolution that met the expectations I signed up for. Therefore, I canceled the service. You do you, but don't say you weren't warned. It's too hot to have a business that is not receptive or stands by its advertisements.

First go with last time they suck they tell me my water will get here by the second and I called him and I told him that I’m thinking about canceling they said no no to be here tomorrow on the third while today is the third and now they’re not gonna schedule it until the seventh that’s bullshit. I don’t know what’s going on with this company, but I will never buy from them again

My business has not received a delivery in 6 weeks with promises that it will be coming...

A moment ago If I could give a zero star I would! Ever since the merge, it's been a nightmare to say the least. It started with multiple missed deliveries that were rescheduled about 10 times! Then when I've had enough I tried to cancel and the pickup days were rescheduled three times. Customer service is the crappiest I've ever seen in any company I've dealt with. You. Wait on hold forever, people don't know what they're talking about, even the managers are just horrible! Horrible! They finally pick up their machine and eight empty bottles and send me a $40 refund check. It should have been closer to $70 for eight bottles and every time I call for the last two weeks, they told me that I had a late fee which I did die because they didn't deliver for 2 months! It's just been a effing nightmare and I'm just calling it a day cash and the stupid $40 check and be done with asinine company! If you are looking for water delivery......DO NOT ORDER FROM THIS COMPANY. HORRIBLE, UNPROFESSIONAL, AND A RIPOFF.

Over the last year it has been near impossible to get our water delivered on time and to have the empty jugs picked up, at all. They NEVER follow our business hours and change delivery times/days without telling us. Just this past 30 days they have canceled our delivery and/or moved it without our knowledge. When we call to find out what is going on we get nothing but the run around. This company is a joke.

I see that I am in the same boat as so many others. I really enjoyed the service that Primo Water provided right up until the merger. Once they did the merger everything positive I could say went away with it. The service was horrible, if they even showed up. I would watch my neighbors getting there delivery and I walk outside and nothing was delivered to me. You call to talk with support and wait an hour, to get we are sorry there is nothing we can do. Just canceled with them and was sent to 4 different people before someone could help me, and then they even had the audacity to ask if I would still be willing to take the next delivery that was scheduled a week away. Unreal, is all I can say. Never again will I work with this company.

Refused to close my account. I've tried since last October. I was even told it would be better to just put my account on hold rather than closing it. I've recorded every call but, now it's impossible to get them to pick up the phone. My final bill was to be $24, it's now $50 only because they refuse to close. Anyone interested in joining a class action suit? This is a total scam!!!!!

Horrible service. We were with Sparklett and it is good but since it was bought out, we are company that uses 12 5-Gallom water during winter every 2 weeks. Summer am we are out of water for a week now. they keep moving our delivery date every day. Called their custonmer service last week: "We are closed and call during business hours" and I was calling at 11:30am which is in their business hours. Finally spoke with someone 2 days agao and still no water today and move on Monday (Thursday today)!

It is proof that God favors some companies, such as PRIMO Water. To verify my claim, try using their chat feature as a customer and see if you can speak with a representative. Angels seem to be running this company; I haven't received my delivery properly since April 2025. No deliveries occurred in May 2025 and June 2025. For water, I may have to use tap water now, and if I fall sick, I will pray to the same Primo God for help.

No water delivery for nearly 3 weeks in spite of multiple calls to customer service who assure me water is on the way. Starting June 13-July 3 every single customer service person assures me this will be resolved the very next business day and we're still waiting

When PRIMO acquired/merged with ReadyRefresh, customer service as a whole disappeared. We changed water companies after three (3) weeks without water delivery. Deliveries are cancelled without notice ~~ simply rolling on their website to the next business day. Even after I finally received a return telephone call and was given a confirmation number and date certain that the empty bottles would be picked up, the empty bottles and the cooler have not been picked up. This company is a disaster on steriods...!

Since this company joined with Ready Fresh I’ve experienced several difficulties including wrong delivery dates in the app and not having Alkaline water in stock. I’m calling 1-2x a month being on hold for at least 30 minutes and then waiting to speak to a supervisor. They do compensate me but I’m only looking for my water to be delivered in a timely manner. This has occurred for the past 3 months.

water delivery rescheduled 4 times, merger was horrible, their operations team is totally disrupted, again, as indicated by continual missed deliveries, 4 times in one month, fact - operations part of their business is clearly ineffective

they keep pushing back my deliveries by weeks. Terrible customer service, expensive, actively looking for a new company.

I moved over a month ago, informed them that I moved, they told me they cancelled my service, told me they could not pick up my empties until I paid the bill, I paid them in full and now have a bill for a delivery to the people living in my old house!!! Don't waste your time!! They can't get anything straight or deliberately lie to their customers. I have had a whole house water filtration system installed so do not need bottled water anymore, but if I ever do I will look for ANYONE else other than Primo/ReadyFresh.

This company is AWFUL! BAD CUSTOMER SERVICE AND UNRELIABLE DELIVERY. SPENT HOURS WAITING TO TALK TO AN AGENT EVERY TIME YOU CALL. Cancelled service and will NEVER buy from them again.