Review Time
This is the MOST unreliable company I’ve ever had the misfortune to deal with. They gave me a delivery date and 2 weeks later, I’m still waiting. This happened several times. I tried calling today. The first representative hung up on me. The second one supposedly was to connect me to a different representative., instantly. Well, 45 minutes later, I’m still on hold. The usual wait time to talk to someone is almost an hour. I canceled the service and they owe me a refund. I haven’t seen it yet. Meantime, I have had 9 empty bottles sitting outside for almost 2 weeks. Totally frustrating and unreliable.
We signed up for this water service and our first delivery was delayed by a week but no big deal. Our first replacement was missed completely but we assumed it was our own miscalculation so we just waited for the next one. The next one never came. Customer service was impossible to reach. We finally got a hold of them and they were very apologetic and scheduled us for the following week. It was cancelled the day of. We called and it was rescheduled for the following week. It was cancelled the day of. We called and it was rescheduled for the following week but this time they were VERY sorry and offered us two five gallon bottles free for the inconvenience. The delivery was cancelled the day of. We called and told them okay. This is your last chance. They scheduled us for the following week on a Wednesday but we could see on our account it was actually scheduled for Friday. Fine. That works too. We didn't get the free extra water but we did finally get our first water replacement after two months of waiting. This merger is not going well. I would recommend avoiding this service until they get their stuff together.
Worst experience ever. Since Primo took over Sparklettes in March, we have had only one delivery in the past four months. We have delivery dates reset 1-2 times each week for two solid months. We have glass bottles with deposits and cannot leave them unattended. I called 3 weeks ago to CXL and was offered a free restock and priority delivery, which, guess what, never came. You cannot cxl accounts in the portal, and the number I am calling into now kicks me over to a satisfaction survey after holding for 30+ minutes, as if the call was answered, which it was not. I have called in 3 times today alone. I have even emailed Mountain Valley Customer Support because we love their water, but cannot get it through this distributor. I am still unsure how I am going to CXL account and get my deposits back. :(
Over 30 minutes on hold to cancel my water service. The recording that replays over and over mentions you can use the chat function, click on live chat and it’s says, “live chat is not available.” Reading reviews while waiting in hold and all complaints mention you can’t get ahold of customer service and they are not following through with delivery. I have a feeling I’m going to have to waste a lot of time to cancel and will probably end up having to drive my equipment and bottles to the local office to get rid of it. I also noticed on my bill they mention I have 7 bottles which is not and has never been the case. I see a merger happened and it’s nothing but a nightmare from others experience.
This company has the absolute worst customer service ! They never deliver on the day that was scheduled and then continues to cancel deliveries time after time. They do not answer the phone calls ( my guess is they hide from speaking to customers) Do not respond to emails !
Ready Refresh was bought out by Primo and since the acquisition, my deliveries have been delayed by at least two weeks. We are now out of water.I called customer service and held for about 7 minutes and then was pushed to the survey about how the call went. No one ever answered the call. I will be looking for a new service.
I had to call 5 times to finally get my first delivery after it being rescheduled multiple times. The next delivery is being rescheduled almost daily to a different future date and each time I call (30 minute average wait time) they keep promising that I'll be receiving what I ordered. It's also impossible to make any changes on their website.
Sparklett was taken over by Primo water and everything has gone downhill. In 7 weeks I've had 2 delivery days where nothing came, even though I got an email, saying they were on their way. And I've had 10, 10 reschedules. They keep pushing the delivery days out weeks, and then not showing up. In the past 7 weeks, I've only had 1 single delivery where water actually showed up, and it was only for 1 single bottle and not the 4 that I ordered. Customer support is useless, they just tell me everything will be fine next week. Only have the order be rescheduled multiple times and then not show up at all. And on top of the horrible service, they've raised the prices. Oh and they started asking me to submit a tip ahead of time of this awful service. I just called customer support today June 20th 2025, and after waiting for 35 minutes on the phone the customer support agent hung up on me in the middle of me talking. So that was also horrible. This company is straight trash. I signed up through costco, and I'll be submitting a complaint to costco as well.
Primo Brands (Household Water Services) No respect for the customer, incrementally increasing prices without consent, changed name from Ready Refresh, since 2021. Many services not delivered, yet still charged. Couldn't keep up with their orders to be delivered on time (on the day planned), yet sends a letter threatening to report to credit bureau after a single payment missed due to card expiration.You can't look up your bills because you don't know what name they're currently under. You call their customer service and expect a 45 minutes wait time. Chat support doesn't work. You login to cancel subscriptions, the website only wants you to buy more productsIt gives the impression of a company excited to make money, but have no intention of sustaining their services or keep their end of the bargain. I bought lemonade from 8 year olds with better sense of business responsibility than this.Canceling all my subscriptions. I rarely say this about companies, I can overlook mistakes, or even rudeness, but when there's a fundamental, consistent pattern of disrespecting the most basic values of business entrepreneurship, which is trust, after 5 years, I look the other way.
Claim your business profile now and gain access to all features and respond to customer reviews.
Stay refreshed anywhere with our reliable beverage and water delivery to your home and office. Experience premium taste and service from Primo Water.
