Review Time
Zero reliability and incompetent customer service. They have rescheduled my deliver 6 times!! I have called customer service multiple times and every time they can't provide answers, make empty promises and can't provide any information as to when my business will receive water. I will be cancelling ASAP and never using again.
We have water delivery through Costco..first it was Alhambra and I thought they were horrible to deal with but then it switched to Primo and shockingly they are even worse. There is no customer service and if by some miracle you get through they simply lie. The worst company to deal with and Costco doesn’t help deal with the delivery problems so they are useless.
I’ve experienced months of billing errors, missed deliveries, and terrible customer service from Primo Water while using their Mountain Valley glass bottle service. Despite multiple phone calls, emails, and a BBB complaint, they have not followed through on credits, pickups, or even basic responses. I returned bottles they won’t pick up, and they’ve made no effort to resolve anything.
My how things have changed since the merger with Ready Refresh and the change of the corporate name to Primo, my delivery keeps getting rescheduled without notice, good thing the heat real feel is only 110, here in Maryland. Once again I look on line and it says scheduled for tomorrow, don't believe it, will they reschedule for an 8th time? UPDATE:: Got my answer when I checked on line, no delivery scheduled for today, reschedule #8 is in the books.
I used Sparkletts for 5 years and had no issues. Then they merged with Primo and I have had nothing but problems. The first issue I ran into was trying to get water delivered. I kept on getting notifications almost every day that my order was rescheduled to the next day. This happened for about 2 weeks straight and I completely ran out of water. I ended up buying water from the store. Primo continued to charge me for water that was never delivered.Then the buttons on my water cooler stopped working. I reached out to primo and ordered a new water cooler and more water. The delivery of the water cooler and water never happened even after waiting several more weeks.I tried calling customer service. The automated service wouldn’t let me talk to a representative even though I provided my phone number and account number. The system said that I had no account with them therefore there was no way to connect me to a customer service representative. I sent several emails through Sparkletts before one was even responded to. It took Primo eleven days to respond to one of those emails. They cancelled my account as requested and set up a pick up date for the equipment and empty bottles. They charged me for the pickup of said equipment, yet it’s still sitting on my front porch several days after the suggested pick up date. I wouldn’t recommend using them. I ended up buying my own equipment and will supply my own water going forward.
This is the most horrible customer service experience I have ever had with any company.1. They don't have Mountain Valley water and have no idea when they will (I had this water delivered for 5 years, seamlessly with Alahambra).2. I finally speak with an associate, which they make painfully NEARLY IMPOSSIBLE. I purchased delivery of two cases of 2L Mountain Valley Water. They delivered a totally different type of water. I asked for it to be picked up and refunded - they never respond and never resolved.Mountain Valley should find any other way to help California customers get their water. This is insane and the worst company take over I have ever experienced.I HATE PRIMO WATER!
This is by far the worst ran company we have ever tried to work with, terrible from start to finish, signed up received all the wrong stuff and after 3 days no call back no email nothing so we just cancelled and now 3 days after they sent a email stating a day for pickup and 3 days after that date nothing still.Do not sign up if you are thinking about it call customer care and tell the generated answer system you have account and see for yourself nobody will get on the phone
Worst service. Change delivery date over and over. Wonder when they’ll deliver next? Probably never. Calling is hopeless, reps are polite but very poorly trained. Can’t find account even after providing account number. Repeatedly pull up wrong account. Oh how I wish there was another choice but Primo has bought all the water delivery companies in Los Angeles.
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