Review Time
Our delivery schedule was changed without notice to a day we are not open. They have not picked up any of our empties for months and we are being charged for the non-returned bottles! I have sent 2 messages on the website and spent a total of an hour on two separate days trying to reach someone at customer service. They only got 2 stars because the service was good and reliable for the past 2 years.
I really wanted to like Primo, but my experience has been beyond disappointing. After multiple failed water deliveries (despite being told they were scheduled), I had no choice but to cancel my service. I paid for deliveries that never showed up, was left scrambling to buy water elsewhere, and then began the endless loop of trying to get a refund.Primo’s communication is an absolute mess—different agents gave me three separate dates claiming my refund was processed, yet weeks later… still no refund in my bank account. Emails go unanswered or come back with generic copy-paste responses. Chat support? Completely useless—constantly redirected to bots or unavailable agents.To make things worse, my account was closed without resolving the financial issue. How is it acceptable to close a customer’s account while still holding their money?I expected better from a company providing something as essential as drinking water. If you value your time, money, and peace of mind—stay away until Primo seriously improves how they treat customers.
After their merger nothing works anymore. Suddenly my phone no. or acct no. is not known in their system anymore, and you can't reach anyone by phone. Emails are not being replied and deliveries are wrong. This is a total disaster
If I could leave negative stars I would! We are now waiting 10 days past our promised delivery date. My employees work hard and water on site for manual laboring people is imperative! I know mistakes happen but the inability to actually get a live person on the phone to address the situation is disgusting. Primo is not the only game in town. Get it together!
Primo bought out my prior water service. I am now going on week 6, with no delivery. Customer service is pathetic - excuses - every day they tell me the delivery is next day - I doubt they know when I will get my next delivery. Not reliable, not honest. And I am also set up for autopay - one customer service rep told me I had to give her my credit card as the account was past due - which it's not. Total disaster
Ever since primo water merged with ready refresh, my deliveries are constantly canceled and postponed. I've tried to reach Primo numerous times to discuss this matter and or cancel my account and it's impossible to get through. I would not sign up with this company.
Never order from them they took over Readyfresh and they have rescheduled my delivery 4 times and not ounce have they call or text to let me know and still waiting on my delivery PLEASE STAY AWAY FRON THIS COMPANY FIND A DIFFERENT COMPANY I HAVE REPORTED THEM TO BBB OUNCE AND WILL BE DOING AGAIN 5 MORE TIMES
I am shocked by the positive reviews for this company and can only assume that the reliability and quality is based on where you live. I am in the greater LA area and have torn my hair out over how unreliable, frustrating, and non responsive this company has been. We used this service for about nine months as we have hard water in our area that made it difficult to use Brita filters and we wanted clean drinking water throughout my pregnancy and early postpartum. We regularly had our deliveries missed or “rescheduled” with no notice, and were unable to get in contact with customer service. We needed drinking water! We had a baby! I was breastfeeding! It was SO frustrating. Each time we would hope the new delivery would come, and nine times out of ten it would be rescheduled two or three more times before it finally showed up. Eventually we got so fed up that we canceled, which in and of itself took several tries because they make it impossible to get ahold of anyone. Adding insult to injury, they never showed to pick up the empty bottles which we now are stuck with. Would never recommend them. They get one star because the water, when it came, was drinkable.
????? 1 Star – The Worst Customer Service I’ve Ever ExperiencedI don’t usually leave reviews, but my experience with Primo Water Company has been absolutely unacceptable. I’ve been trying to return my water dispenser for over a month, and they just keep rescheduling the pickup over and over again — and never show up.Every time I contact customer service, they promise it will be picked up “this time for sure,” and then… nothing. No one comes. No follow-up. No accountability. I’ve wasted so much time waiting and calling them, and I still have the dispenser sitting in my home, taking up space.This is by far the worst experience I’ve ever had with any company. If you’re considering using Primo — don’t. You’ll regret it. Their service is unreliable, their support team is useless, and they clearly don’t care about their customers once they’ve got your money.
Since Primo Brands took over earlier this year the service has been terrible. I did not receive service for more than a month, could not reach customer service via phone, email, chatbot. Only after I contacted BBB and requested to cancel did I get an email response with a time to pick up empty bottles and dispenser but now they’ve not shown up for that either. To add insult to injury they also double billed me and I had to file a dispute with my credit card company because I can’t get anyone on the phone. Very disappointing because I love the water and Primo seems to be the only option in this area. I don’t recommend this company unless you’re ok with poor service and inability to reach the company to resolve issues.
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