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Business Profile

Bottled Water Companies

Primo Water Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

This profile includes complaints for Primo Water Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primo Water Corporation has 91 locations, listed below.

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    Customer Complaints Summary

    • 811 total complaints in the last 3 years.
    • 231 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This service has no connection between the drivers who deliver water and the phone help line or the internet portal. I have cancelled deliveries of water several times and will still get a bottled water with a 20-30$ charge. I was assured my next delivery was a month away and it still arrived randomly. I spoke to a supervisor to cancel and she said she did and scheduled a pick up of the water i had to dump into the grass and they never came. I honestly don't know how to stop this service and each time i wait on the phone for an hour waiting to cancel. Meanwhile they bill my credit card.

      Business Response

      Date: 05/02/2025

      5/2/2025

      Consumer: ****** *****

      Case No: 23249937

      We sincerely apologize for any hardship or inconvenience we have caused you.

      We have completed the pickup of all items at your location.Your delivery account is now closed with no balance due. There will be no further charges made to this account.

      Regards,

      Primo Water North America

      Customer Answer

      Date: 05/02/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    • Initial Complaint

      Date:04/24/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a water delivery account with ******************** which I cancelled around mid-January 2025 due to **************** and delivery issues. After cancelling the account, it was verified no remaining balance was due (Primo actually owes be a credit of roughly $14). Over the last few weeks, I have been receiving multiple calls demanding payment for a balance due. Multiple communications have been made with ******* ****** in Corporate Resolutions (1/17/25 and again on 4/24/21) in which she confirmed no balance is due to Primo and confirming they still owe me roughly $14. I received another call from Primo on 4/24/25 demanding payment. I explained to representative *** that no balance is owed and a credit is due and provided the contact info for ******* ****** in Corporate Resolutions in order to get this straitened out.

      Business Response

      Date: 04/25/2025

      4/25/2025

      Consumer: **** ******

      Case No: 23246212

      We sincerely apologize for any hardship or inconvenience we have caused you.

      Our team has reached out to you and completed an adjustment to your account. The team has provided Case # ********, and email confirmation is being sent regarding this matter.

      Regards,

      Primo Water North America

    • Initial Complaint

      Date:04/22/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I am having an issue with Primo Water in the delivering area of *********************. My water deliveries are consistently being missed, and I haven't received my delivery since 3/10/2025 which is over a month. I've called customer service numerous of times and they ensured me that this will be corrected. Nothing was corrected to current date. I had a delivery scheduled for 4/22/2025 and they failed to deliver. I called customer service again and now they are saying it will be delivered on 4/24/25. It doesn't make sense for my deliveries to keep getting pushed to another date without any valid reason for it. I pay on time with auto pay and should have better service. Please help with my complaint as I have no other option but to terminate my business with Primo Water.

      Business Response

      Date: 04/25/2025

      4/25/2025

      Consumer: ***** ******

      Case No: 23238879

      We sincerely apologize for any hardship or inconvenience we have caused you.

      Our team has contacted you regarding your issues. We have confirmed that your delivery has been completed on 04/25. We have credited your account for three months of rental charges, and we have provided direct contact information if you need any assistance in the future.

      Regards,

      Primo Water North America

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been using Primo water home delivery for years. I've had issues with the Primo previously, such as non-functioning water dispenser, a plastic chip in a water bottle. In Feb 2025, I had another issue. One day I found clear water puddles on my hardwood floor. The water puddle was around the area where a 5-gallon Primo water bottle was. After some inspection, I found a tiny hole in the water bottle where the water came from. My hardwood floor was consequentially water damaged. I emailed Primo customer service who assigned a representative (****** *********) to my case. As ****** requested, I emailed him the pictures of water bottle, damaged floor and an estimate on floor repair from a contractor. Many weeks past I did not receive any response. Later I emailed **************** again asking about the status. They told me that ****** was no longer with the company and assigned my case to another representative (****** ********). ****** didn't agree to the estimate I sent and insisted that Primo will only be responsible for the damaged area or the room at best. However my contractor will not do just the damaged room alone because the colors will for sure not match and the post-refinished results can be a disaster. He thinks refinishing the entire floor is the only way to go to restore the floor to its previous state. I also want a consistent floor color throughout which was its original design.I was shocked when ****** told me that 'I think it is important to understand, no one is at fault here. This is a man-made product, and we are not able to guarantee no leakage at a location.' I was utterly shocked!My request is to seek the compensation equal to the estimate I sent to Primo asap.

      Business Response

      Date: 04/24/2025

      04/24/2025

      Consumer: ********* ***

      Reviewing ID#: ********

      Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning damage to your flooring.
      We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
      Our companys policy regarding assisting with damaged flooring is that we will provide compensation for the area that is damaged.
      For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.

      Best Regards,
      Primo Water North America

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a customer of Ready Refresh for monthly delivery of (four) 5 gallon water bottles. I ended my service in February 2025 and received a $20 refund for bottles returned. I have now had two water deliveries, one of (five) 5-gal. bottles on 4/3/25, and one of (four) 5-gallon bottles on 4/14/25. My credit card was billed by Primo Brands for $3.59 and $39.92 on 4/3/25 and for $44.64 on 4/14/25, presumably for the water that they delivered. I had my credit card company stop payment on the 4/3/25 delivery and that charge was refunded to me. I called Ready Refresh customer service on 4/18/25 to get the 4/14/25 charge refunded, which they said they would do. I see now that not only was that charge was not refunded, but an additional charge of $43,04 was put on my credit card on 4/18/25.Ready Refresh has been taken over by Primo Brands Water Service and apparently something is not functioning in their billing department. I can keep having my credit card stop the charge and make a refund, but I'd prefer that Primo/Ready Refresh stop delivering water that I didn't order, and stop billing me too.

      Business Response

      Date: 04/30/2025

      4/30/2025

      Consumer: **** *****

      Case No: 23233229

      We sincerely apologize for any hardship or inconvenience we have caused you.

      We have attempted to contact you regarding this matter but have not been able to reach you. We have issued the credit to your account, and we will process the refund once we can connect with you to confirm the refund information.

      Regards,

      Primo Water North America

      Customer Answer

      Date: 04/30/2025

       I am rejecting this response because:  The company called twice that I know of--one time the call was dropped and the other I didn't hear because I was using noisy machinery. They also said that an email was sent which I cannot find in my email accounts.

      I have tried--repeatedly--to contact them by phone at ************ (*****) and it always goes to voice mail. I have left multiple voice mails and have not received a reply.

      I'd be happy to give them my payment information but haven't had any luck reaching them.


      Business Response

      Date: 05/01/2025

      5/1/2025

      Consumer: **** *****

      Case No: 23233229

      We sincerely apologize for any hardship or inconvenience we have caused you.

      We have contacted you to confirm the card to process the refund. The refund request has been processed, and we will follow up with you to confirm the refund is completed.

      Regards,

      Primo Water North America

      Customer Answer

      Date: 05/01/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our rented equipment had to be replaced - built in coffee maker was producing coffee of yellowish color due to water spilling too fast, not brewing the coffee properly. We were promised the replacement within a couple of days. Which was about 2 months ago. Numerous calls, many missed delivery dates, clueless customer service and ton of broken promises. Few days ago, while no one was home, they dropped off the cooler without built in coffee maker, which is still living in front of my house. It was supposed to be replaced yesterday, then today, now on the 22nd. But based on the past experience - Im sure itll never come. ******** customer service! Not sure how they stay in business, They should NOT be in business!!

      Business Response

      Date: 04/24/2025

      4/24/2025

      Consumer: ********* ********-*****

      Case No: 23224841

      We sincerely apologize for any hardship or inconvenience we have caused you.

      We have reached out to resolve your issues regarding product availability. We have also confirmed that the incorrect dispenser and bottles were picked up on 04/22. Our team will work to confirm product availability with the local branch and will follow up with you once we have more information

      Regards,

      Primo Water North America

    • Initial Complaint

      Date:04/18/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Water delivered on 2/10/25 was an incorrect order, i had ordered 2- 5gallon crystal springs waters, what arrived was 2-5gallon Primo waters, they are different items on their website to order. **************** assured me that it would be swapped out at no charge to me the very next ********* week: no water exchange happened when it was scheduled to, no notification nothing. called customer service, they apologized and scheduled for thew next week for ************* week: same thig happened again no exchange when scheduled and no notification, called customer service and they said they would throw in a 3rd 5gallon of water for free because at this point i had run out of water at home. they scheduled the exchange again for the next week Next week: water exchange finally happened, but i also received an invoice for the exchange! i had already paid the invoice for the incorrect order, and was not supposed to be billed for the ************ in contact with customer service again, they had the branch manager reach out to me. when he contacted me he proceeded to tell me that the waters are the same.I said that is not what i ordered, if i wanted Primo i would of ordered Primo, why would you offer the same water under 2 different Brands, (from online sources the waters are sourced in different locations) so they may be selling the product that doesn't match the quality report.he basically told me tough luck you get what you get, and has not responded to emails or given my refund/credit and it has been almost 2 months now. i have since canceled my account because i am not paying the $25 dollar invoice, i will gladly pay the other invoices seeing there was no issue with order but i cannot pay the others without paying the disputed invoice.

      Business Response

      Date: 04/24/2025

      04/24/2025

      Consumer: **** *****

      Reviewing ID#: ********

      Dear **** *****,

      Thank you for reaching out regarding your delivery concerns. We apologize for the inconvenience and frustration you have experienced. We understand you received the wrong brand of water on February 10th and have been requesting for the billing to be corrected for this charge. A credit for the delivery fee was issued on February 24th of $14.97, and the credit for the water was issued on April 18th in the amount of $16.14. Our records indicate a final pickup was completed April 23rd which you confirmed as well. With the payment made today in the amount of $58.29 the account balance is at zero and the account has been closed in full. 

      For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.

      Best *****************************************

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    • Initial Complaint

      Date:04/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The water company has a customer service line that is never answered. I work for a health care org that has extremely protective email security measures, and I'm unable to reset a password for an online account via email. I need to speak to a person at Primo brand water. I have an account. I have sent a fax asking them to call me. I have even given my personal cell phone number. They have not been by to refill or exchange our water supply, and one of the jugs they previously left was leaking so we're down a jug. It's a simple problem that could be resolved but they never answer their customer support line.

      Business Response

      Date: 04/22/2025

      04/22/2025

      Consumer: ***** *****

      Reviewing ID#: ********

      Dear ***** *****,

      Thank you for reaching out regarding your delivery concerns. We apologize for the inconvenience and frustration you have experienced. Our records indicate a delivery was completed April 21st for five waters with one being at no cost to replace the leaking bottle. We have also notified the proper department to reach out to you to assist with the damages that were reported from the leaking bottle. 
         
      For any more questions or concerns regarding your account please do not hesitate to contact us back at **************.

      Best *****************************************

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my delivery service to my home and this Primo water service has no way of deleting my profile account information. If I cancel my service I should be able to remove my profile with all my personal information. I have no complaint with the service or anything other than this one issue.

      Business Response

      Date: 04/17/2025

      04/17/2025

      Consumer: ***** ********

      Case No: 23202788

      We sincerely apologize for any hardship or inconvenience we have caused you.

      We have confirmed that your record in our system has been removed.We are unable to locate an account in our system using your information, and there is no longer a record of your account.

      Regards,

      Primo Water North America

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had water service for over a year and I called and told them in January 2025 that I having financial issues and that I needed to stop the service of water the agent removed the water and said that I would only be charged for the rental of the water unit. About a month later or so I called to cancel the account and requested to the agent that I would like the unit and the bottles removed from my place of living and that I would be mailed a final bill. The agent proudly said that she will have those request met and told me that a date to leave those item outside for pick up. Then on the date that the items were supposed to be picked up they were not. I called primo and explained the situation and another agent told me that what the last *** said was not the policy. I requested the same thing that item were picked up and I was sent a final bill. The agent then told me NO and that she will not schedule a pick up without a payment, meaning that I was going to continue to be charged for the unit. After letting some time go by due to family issues, I received a call from a collection angacy saying that primo sent my bill to them for no payment for a bill for over $400 for not returning unit as well as the bill for water and rental. I explained what I said above to the agent. I then called primo and asked to speak to a manager and the agent told me there was no manager for me to speak to that they will call be back by end of day per a request she was submitting. I never got a call back and I am not able to get into my online account due to them deleting me information. Due to their poor communication and lack of training I know have an issue on my credit that I want removed.

      Business Response

      Date: 05/02/2025

      05/02/2025

      Consumer: ******* *******

      Reviewing ID#: ********

      Thank you for taking the time to provide us with your complaint as your feedback is extremely valuable to us. We are sorry to hear about the difficulties you experienced concerning the account being placed in collections.
      We are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention and allowing us the opportunity to make it right.
      We have removed the customers account from collection and are assisting with coordinating a final pickup.
      For any more questions or concerns regarding your account please do not hesitate to contact us back at customer service ************.

      Best Regards,
      Primo Water North America

      Customer Answer

      Date: 05/02/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    Primo Water Corporation is NOT a BBB Accredited Business.

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