Primo Water Reviews

This company is the WORST. They keep increasing the price of the water bottles and cancel deliveries without any notification to us. If the delivery does get completed it is usually delayed at least four of five times. Incompetent, dishonest, and frankly, should be shut down.

I have been a customer of ready refresh for 4 years. I have never experienced such a level of disorganization and disregard for customer time and communication. My professional background is in the hospitality industry, where I deal with customer service daily, and I find your company's current practices to be utterly despicable. THis is the second day i have waited for a pickup of my water unit and have called and been on the phone with them for over 11 hours. they have changed the delivery date and times without my knowledge. I can not wait to cancel the deliveries for this but have to get this rectified first otherwise they plan on charging for the pickup.

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.

DO NOT go with Primo Water brands! They have recently gone under new ownership. It's atrocious. I needed 5 gallon jugs picked up over 2 months ago - and they still haven't come by to get them. I also spent over 3 hours on the phone with promises to come and pick up the jugs, and all I get are invoices for items they cannot seem to come by and pick up. During one of my long calls I spoke to a customer service agent who stated she's getting calls like mine all day and it breaks her heart because it used to actually be a good company. Also notice they have silenced all comments on their Instagram accounts because they were getting comments only about how bad their customer service wait times and water delivery is.

Over the past two months, my experience with Primo Brands has gone from bad to worse, largely due to their recent merger with ReadyRefresh. Initially, there was a month-long delay in my water deliveries, which I patiently accepted after being informed about the merger. However, the real issues began when deliveries resumed. I was promised a courtesy delivery of three free gallons to make up for the delay, but instead, I ended up receiving multiple deliveries back-to-back, leaving me with an overwhelming amount of water that I couldn’t store in my small apartment. Contacting Primo Water’s customer service was another frustrating ordeal. Every time I called, I was transferred from one agent to another, having to repeat my story multiple times. By the time I reached the third agent, I was exhausted, and this happened on more than one occasion. Despite all my efforts, I ultimately decided to cancel my subscription because the experience was simply too frustrating. I know that a representative may respond to this review with an apology and a promise of better service, but honestly, it doesn’t change the experience I’ve had.

Complaint Regarding Service and Unauthorized Product Change I am extremely disappointed with Primo’s service. Without my consent, you switched my water delivery from Hinckley Springs to Iceland Mountain, which is unacceptable. I canceled my account, yet no one has come to pick up the equipment. I’ve tried contacting your customer service multiple times, but I’m constantly put on hold for hours, and then the call is disconnected. This has been one of the worst customer service experiences I’ve ever had. Please arrange immediate pickup of your equipment and confirm cancellation of my account. I do not want to be charged any further. Mahasin Bey

Been using Ready Refresh for a few years. Never had a problem. As of Mar/Apr 2025 I never received another delivery. My parents depended on water deliveries and were left high and dry through mths of no deliveries and back and forth unsuccessful communications. Multiple reschedules, some last minute and promised deliveries and to this date still no water. And we've had given dates to have the empties picked up and nothing. Forget it. They're going to recycling and I canceled my account (which is another painstaking back and forth, waiting for a reply process)

They have promised to deliver water bottles 4 different and never delivered them. This is a terrible company. Find your bottled water elsewhere.

This company is a total scam!!! Do not use this company. You cannot contact them to cancel your account. No one answers the phone. I've waited for hours on hold an no one answers. They say they are updating their website... That's been over 2 months ago. They keep delivering water and if you want to skip the delivery it will not let you. I have now had to go to my bank to dispute the charges on my card. I used this company because it was set up by Costco. Avoid this company!!!

I don't know how these guys have gotten a 3.7 rating. Their service barely rates a score of 1: 1. Abysmal communication. They change their delivery dates and times without notification. Because of this, I have a collection of empty bottles that haven't been picked up because I don't know when to set them out. 2. They do not follow instructions provided to them by their customers on their website: --Deliveries marked as skipped by me on their website are delivered anyways. --They sometimes show up when my office is closed, despite my instructions to only deliver in the afternoon when the office is open. --They deliver more than I have ordered. My standard order is for 2 bottles. Delivery before last , they delivered 3 bottles. So, I currently have 6 bottles in my office for these reasons and I only need and want 2. 3. Terrible customer support. Very long hold times and a "tough luck, deal with it" response. No help at all.

DO YOURSELF A FAVOR - DO NOT DEAL WITH PRIMO BRANDS. This review is for Primo Brands delivery service after their takeover of Ready Refresh. I’ve had 5 gallon bottles of Ice Mountain water delivered for over 10 yrs with zero problems. The 1st month Primo took over it has been an absolute train wreck. Cancelled deliveries with no communication, changed dates, not enough product for orders. In a 1 week period they changed our delivery 4 times! They assured us delivery on the last day (today). No call, no message, this month’s delivery was just plain cancelled. I had no idea until I called them AGAIN!!! Hour long hold times. Oh, and they raised their prices too.

Since Readyrefresh switched to Primo Brands, the service has gone from bad to terrible. They always reschedule the deliveries, and when they finally come, the order is incomplete. This is a total headache.

Products are fine when they are in stock. Customer service online and by phone is absolutely terrible. It’s hard to reach a person and when you do, they usually are not helpful. Josh, the local delivery rep, was terrific. He reached out to us and took personal responsibility to address issues. Josh was the only reason we continued the service past the first month. If you don’t have a Josh to help you, find a different water company than Primo.

We first signed up with them a few years ago to get purified and fluoridated water delivered. One delivery, I noticed that all the bottles were purified. Turns out, they stopped carrying fluoridated weeks ago but no one told me or adjusted the cost of my bill. So, I canceled them and signed up with Ready Refresh -- great company until Primo recently purchased them. Again, my fluoridated suddenly stops, no notice or adjustment. Our delivery date suddenly changed (no notice), and now, we're no longer receiving deliveries at all. Last month? Nothing. No notice, no explanation. When I check the website to try and figure out what's going on, I either get a page flashing so violently I worry about seizures (Safari), or delivery dates that continue to move (Chrome). We were supposed to get our order last Friday (nothing), and then today (Monday, still nothing); now it's tomorrow. We'll see. Today I got a letter apologizing for the mess that is supposedly a water delivery company: it was dated over three weeks ago. So, yeah. Anybody but these guys. We're looking now.

They deliver our water but never picked up the empty bottles. Then when you request to have The empty bottles picked up they have this automated reply through the email that next pick up bottle is on the next delivery which is like 28 days and when you tried to call them they never pick up. Horrible customer service and their site. Might start looking around for another company who can do their job correctly.

From the last Five weeks , no delivery at Deluxe Logistics Inc. Winchester, VA. Still you are charging monthly fee and for paper invoice. Every time when call, only one answer will deliver this week. Show any evidence that you supply water in last five weeks. Such poor customer service and bad experience that have no option except close the account. Harry

The worst customer service I have ever experienced. Its non existent. Waste of time never use this company.

Would give no stars if I could. Once they merged with my original company we have not received a delivery. Three deliveries cancelled or re scheduled to never show up.

I have had my account with ReadyRefresh for years, monthly ordered on autopay, never missed. Now that Primo took over, deliveries are late, empty bottles aren't picked up, and the wrong brand is delivered. My most recent order was over 2 weeks late, half my empties were left in the driveway, and all of my new bottles are the wrong brand. Customer service basically just shrugged and said they cant fix it until my next order next month. I'll absolutely be looking for a new provider and writing my brands to let them know how their distributors are treating customers.

If I could give negative stars I would. This is literally the WORST company I have EVER dealt with. We got this service through Costco (Sams uses the same company). They got bought out by Primo I guess....or Ready Fresh, not sure but they SUCK. They dont answer their phones, you will be stuck in a queue for over an hour before anyone answers, maybe longer i dont know because it was at that point, I hung up. They NEVER deliver your water on time. We continue to run out of water because of this. We've tried to go up to the various stores to fill our bottles because we are out and they are out as well because apparently PRIMO or Ready fresh has the monopoly on water! We are SO DONE WITH THIS COMPANY. When you are able to get someone to answer the phone, its very rare, if you complain, they just sit there and say nothing! WORST COMPANY EVER! WE'RE DUMPING THEM and going back to plastic bottles. Oh well.