Primo Water Reviews

too bad they dont have 0 stars because that box would be checked, was on auto pay, randomly in april they stopped delivering rt when it starts getting hot in Texas, called no answer on all diff numbers i can find, sat on hold for 4 hours over the course of a week to find out what was going on, got billed for a delivery that never showed up and again spent 2 hours on the phone with no answer and when ur an employer i cant wait on hold for that long with no answers, left messages to call me , left messages on their chat and asked them not to charge my card as they dont have permission to charge my card and not deliver any bottles for my employees, again i was charged, Basically if you are expecting the water you pay for to show up you will be very disappointed. Water is sub-par at best, tasted like crappy lake water, DO NOT WASTE UR MONEY! Theres a much better place to get ur water from and they actually do what they say.

Not sure what is going on with this new company. I've been a customer with the service for over 20 years when they were Deep Rock Water. The water dispenser they lease to me no longer works. I scheduled time for them to pickup. They cancelled 3 times the day before the pickup.The 4th time, I actually got a confirmation. Unfortunately, it was a no show. Nothing. Very unprofessional. I called them only to be put on hold for 60+ minutes. Their solution? Schedule another date for a pickup which is two more weeks out. Needless to say, I cancelled.

We used to work with Crystal Springs / Primo for years for our restaurants. Since they merged companies and restructured their delivery system, it is impossible to get water delivered. We have been waiting for 3 weeks to get a delivery. The company keeps pushing the delivery dates back on a daily basis which is very frustrating. We contacted customer service multiple times and being on hold for over an hour each time we finally got to talk to someone. The customer service person is nice and assures us that the delivery will come the next day, but unfortunately the next day becomes the next day and so forth and no water gets delivered for 3 weeks. Luckily their are other companies out there which sell water and actually care about their customers getting a delivery. I would not recommend doing any business with them!

Decided to go bottles instead of filtered tap water and found this company top list in Google search. Since I don't know what our consumption is yet and which water brand we like, I made a one-time (non-recurring) order on 06/20. Delivery was scheduled in 5 days, on 06/25 (the earliest available date). On the delivery date I received a message with the time window, but no one actually showed up. I called their customer support line and spent 60 min (!) waiting for the agent. When they finally answered, turned out my delivery was cancelled for no reason. They apologized and promised I get my order the next day, 06/26, but no one showed up again. I called again, and again waited for 40 min just to find out that delivery is now scheduled for 07/01. No emails, no texts, no calls, nothing, they just do what they want. And this doesn't even cover other issues like items added to the invoice post order or invoice and delivery not showing up in my account. Better get water in ShopRite then deal with companies like this one.

Horrible service — called them 3 times to get my water delivery. Each time , I had to wait on the phone for 45 minutes to 1hour and 15 minutes listening to piano.. Primo missed all their scheduled delivery days in the past 2 weeks and never contacted us to reschedule: silence and no-show repeatedly in past 14 days!. Ozarka had great customer service, then readyRefresh had “ acceptable” service, now Primo has awful customer experience . I have been waiting for 12 days for my water! Each time there has been an acquisition , Customer experience has been downgraded. Now, we are at bottom on the well, it can’t get any worse. Just horrible !!

servicio es pecimo se danan las maquinas y jamas te traeran una muy muy malos su servicio

Everything is wrong with company, nothing works since they took over. Their customer service is one of the worse I have ever come across. I tried calling them numerous to fix a problem but the toll free number keeps telling my phone number is not linked to an account. Our dispenser doesn't work. Their delivery dates are not predictable. I hope they go bankrupt and someone else take over.

Water is great. However delivery should read notes when delivering. Left note for just 1 bottle. However, just returning extra empty bottle.

Todos son una bola de pendejos,no son una empresa confiable,no cumplen con lo que prometen,tienen 3 semanas posponiendo la entrega de agua y eso que solo yebo un mes con ellos,me siguen cobrando por el dispensador que llame para decirles que tira agua caliente por ambos lados y ya pasaron 3 semanas y siguen cobrando el uso del dispensador que no puedo usar porque no sirve y porque no me traen agua.todos los que disen que son una empresa confiable mienten,ellos mismos an de haser cuentas falsas para darse Buenos comentarios.

Plan on keeping their service once you sign on. I spent over 5 hours on the phone today trying to cancel my service. Had I known it would be this difficult to cancel, I would have never given them a try.

Had ready fresh, now since primo took over I have had 7 reschedules in 2.5 weeks. Spent 6 hours with customer service, who each time tells me that my new date is priority. Yet each night the day before scheduled delivery I get a text rescheduling me 2 days or more out. Bring back ready fresh

HORRIBLE COMPANY has not picked up empty bottles in 7+ months and keeps cancelling deliveries/pickups to times my business is closed. I've spent HOURS trying unsuccessfully to email customer service (all bots) and HOURS on hold trying to call customer service (useless). Horrible and unbelievably unprofessional, unreliable, mismanaged business.

New customer and I've yet to received my water gallons. They rescheduled it three times. Who does that? Primo, apparently. 👎🏽👎🏽👎🏽👎🏽👎🏽

Trash company after merger. Zero customer service. They will charge you and never deliver anything.

I’ve been trying to get a delivery for 20 days, 3 separate times we’ve been promised a delivery date, all of them no call, no shows. At least 6 hours spent on hold over the last week, hung up on multiple times today when put on a “hold” or a “transfer”.

Terrible customer service. Missed 5 scheduled deliveries in a row to Dallas Texas. Customer service online takes hours. Website is difficult to use. DO NOT USE THIS DELIVERY SERVICE. BEEN BAD FOR MONTHS AND NO IMPROVEMENT.

Awful Customer Service Long time customer cancelling. Cant get water delivered. Cant get empties picked up even after cancelling. Cant get customer service on the phone and when they do pick up they are very hard to understand and cant ever resolve an issue. Very disappointing.

This company must be collapsing. I've been calling support and waiting on hold for 45 minutes each time, only to be told the problem is fixed—but it never is. They promise a manager will call the next day, but no manager ever calls. The website continuously shows my next delivery as "tomorrow," then mysteriously updates to the following day, every single day. The support quality is absolutely shocking. As a loyal customer of at least 3 years, I'm baffled by how catastrophically poor the service has become.

AVOID AT ALL COSTS Nashville, TN I wish I could give zero stars. This company has missed my delivery date 4 of the last 5 weeks. They sell overpriced water to begin with and then can’t even run the appropriate logistics to deliver it. When they do deliver it, my order is wrong, on the off chance that it is delivered, >50% of the time because “they ran out”… of WATER AVOID AT ALL COSTS

Absolutely terrible experience with Primo Water. We cancelled our service after weeks of frustration. Our water machine has been broken, and Primo rescheduled our technician visit over FIVE times since 6/18/25. Every time we called, we were given a different excuse — first it was missing parts, then it was due to “recent company changes”. We were told the machine would be replaced due to a leak, yet nothing was ever resolved. We finally had enough and cancelled our service today. To top it all off, they want to charge us a $50 cancellation fee — despite all the inconvenience being entirely their fault. I asked to speak with a manager and was told the wait time was over an hour. Absolutely unacceptable customer service. Avoid Primo at all costs.