Primo Water Reviews

HORRIBLE AWFUL SERVICE!! We used to love our water service and the courteous, friendly professional delivery driver. Since they've been bought out I have received ZERO water deliveries - in the hottest months of the year, no less. I've had to make special trips to the grocery store ever since just simply so we have water to drink!! My account alternately says we have a zero balance then says a payment didn't go through, the POS chatbot on their website is beyond frustrating, as it can't do anything except regurgitate some very basic help information. I can NOT get ahold of a live person to save my life.........it seems like all the good people are no longer there....RUN AWAY from this company!!

They are terrible. We discontinued service May 1 and they were to pick up empty bottles and refund the balance to our credit card. To date, 2 months later, they picked up the bottles but are now sending us invoices with the credit balance. I called them twice. Each time they said they would refund the credit balance. They haven't. This month they sent us an invoice and indicated that the balance was in dispute and charged a $6 service fee. For what??? Service was horrible so we stopped. Now their bookkeeping is horrible. Stay away.

I have been without water for 2 weeks. I was told you were delivering water 2 weeks ago, my water bottles sat out for 2 weeks, no one showed. Emailed 1 week ago, no return email. Sat on hold twice for over 25 minutes and no answer. Asked for a return call a week ago, no call back.

We were customers of Water Event in Texas long before they were taken over by Ready Refresh or "Primo". It's been downhill ever since. The first thing they did was start raising prices. We enrolled in autopay which, unbeknownst to us, is not working. So of course our account became "past due". Not until someone from Primo left us a voice mail to call them did I check our account. Like other reviewers, I tried paying but says our account & tel # don't exist. Seriously ?!! And like other reviewers it's impossible to contact them - "high caller volume". They spent a fortune on website design but raise prices and can't even conduct business remotely with customers. This company is poorly managed. "Primo" is a slang word in Spanish meaning "sucker". How appropriate.

Literally no customer service. Have called SEVERAL times, waited for over an hour and no one answers. Chat function in the app doesn’t work. Our dispenser stopped working and we can not reach anyone to help DO NOT GO WITH THIS COMPANY

I’ve been trying to place an order. When I call all I get is a recording saying there’s high volume at the time. Then I ask for a return phone call which I did get and when I proceeded to tell the girl what I was calling for she disappeared and was no longer on the line. I called again and again. We have dealt with Ready Refresh for three years and Primo took over. Obviously they are not able to handle the volume. This is horrible customer service! Upon giving our account number and phone number they claim they have no record of it so I can’t do it online either

I hate to say it, but this is the worst company I have ever dealt with. They pushed us back on delivery for 4 weeks so I canceled my delivery and have a new provider. They were supposed to pickup my empty bottles for credit but instead delivered new bottles. It has now been over a month and they have not come back to pick them up. The bottles are still sitting on my driveway. I have called so many times to confirm pickup and they keep moving the date. Extremely frustrating! Before their mergers they were good. Now the worst!

I would enter 0 if I could. This company has now missed 2 deliveries on our account, yes they also provide coffee service and they have now left us stranded without coffee products for our office two months in a row. They changed their system for coffee and can no longer find out account. I have called, and left messages on their website several times and received no response. I waited on phone for over an hours finally talked to someone was told they would send out our supplies but could not give me a date and then was transferred and finally hung up after waiting on additional 40 minutes. Now this past Friday should have been my other delivery and they did not show up for that one either.

Always tell you coming next day-then next day,so on - AWFUL delivery service and charging my account for water delivery and nobody will help you!

They have pushed our water delivery service for over 2 weeks!! You can’t get through to customer service! Now they have cancelled all of our deliveries for NO reason!! Ready fresh should have never merged with Primo!

They changed to primo and now they suck. They never came on time, I was promised a free bottle and never got it. I finally said no more. They came to get my cooler and jugs, they took the jugs and did not knock for the cooler. I called and was on hole 50 minutes when they picked up and they pushed me back to the start of the call cycle again. It's impossible to get help. They don't mind charging you for stuff though. They are still invoicing me..

I have been a customer of ready refresh since early 2023 to which I have never had an issue with a delivery or servicing of my rented machine.With Ready Refresh my delivery was consistent and customer service was wonderful! Every since Primo brands has taken over, I can not get a live person on the phone without waiting over 20 min and all they do is tell me the same scripted response. I have not received a delivery in over 6 weeks at this point and all the keep doing is delaying my delivery telling me "oh there was a situation that impacted your route.." for 4 weeks? At this point I cannot even get them to pick up the equipment! Every time I call they give me something for free like that is going to appease me... No I want the service I signed up for 2 years ago to deliver water to my door every 4 weeks.

HORRIBLE!!! Do not bother, it was working just fine until Primo took over. No water delivery for weeks and I just get emails saying they will deliver and it’s on its way and then they reschedule for days and days. Have no water and just empty bottles. I regret wasting my time.

For anyone considering Primo Water / Primo Brands - the recent influx of positive reviews are HIGHLY suspect, to counter the wave of furious, loyal customers who cancelled their service after the catastrophic merger failure. This a failing, ZERO STAR company! (They're so bad it's impossible to write about them without sounding like a DJT tweet)

Do yourself a favor, dont waste your time and money.This company is a total JOKE. Since i signed up with them nothing has ever been delivered on time, they give you an entire day window for deliveries and dont show up. You dont get a call, an apology or anything.3 months in, I've received one delivery.And good luck getting anyone on the phone, it took me an hour and half to finally speak to someone who couldn't even locate my account and said that it was probably due to a migration issue.

If 0 stars is an option, I would give it that. Do you like it when PrimoBrands/ReadyRefresh changes your account information without telling you? Do you like it when you're not sent invoices, then charged late fees because they didn't give you the invoices? Do you like spending hours and weeks on the phone with a call center in India for them to get the information wrong, even through you had them spell out each letter phonetically? If you like talking on the phone, paying late fees, not getting water delivered, then Primo Brands/Ready Refresh is right for you

Trying to get someone from Primo out to service equipment is a nightmare. They make appointments, don't keep them, I wait all day, call to follow up and they say the appointment has been rescheduled. I come back at the time they say it's been rescheduled for and the whole thing starts all over again. This has happened at least eight times in less than a year and I'm still waiting for them to come and take the equipment as I type this.

Our water delivery was postponed about 4 times and then just fully cancelled until the next delivery date. We were out of water for over a month so we decided to cancel our service entirely and switch to a new company (Tribeca Beverage, very helpful and easy to contact!). Had to wait for over an hour on the phone for a real representative with terrible hold music and then fight off the offers of cheaper water they kept pushing while I was trying to cancel. It doesn't matter if it's cheaper if we aren't even receiving it! After finally being able to cancel, I was told they would pick up the cooler and the empty bottles on 6/9. As of today, 6/27, they are still cluttering our small office. I have called 5 times, had to be on hold for an hour every time, and each time been given a new date that they will be coming and lo and behold it is still here. How are they even in business right now? After this merger it seems like no one is getting their orders. We used to be very happy with the service before all this went down. Get it together.

Since Primo brands bought ReadyRefresh my they rescheduled my water delivery 8 times. I've been waiting for my water since May and out still hasn't been delivered. I talked to a supervisor 3 times and each time I was assured the next delivery will be delivered. It hasn't. Every time when the delivery day comes, they reschedule it to another future date. I never had a problem with Ready Refresh. They were always on time. Since Primo bought them I have not had any deliveries.

Ever since ReadyRefresh was taken over by Primo Brands, the service has gone completely downhill. What used to be a reliable water delivery service has turned into one of the worst customer experiences I’ve ever had. Customer service is rude, completely unhelpful, and it's nearly impossible to get anyone on the phone without waiting 40+ minutes—every single time. On top of that, our deliveries are constantly delayed or rescheduled without notice. We rely on this service for our household, and it's now a monthly struggle just to receive water. Deliveries get pushed back day after day with no explanation and no accountability. This is unacceptable. We shouldn’t have to chase down drinking water. Get it together, Primo.