Primo Water is a leading provider of water delivery services catering to both residential and commercial customers. Through their user-friendly platform, the company offers convenient solutions for accessing high-quality bottled water and beverage options delivered directly to homes and offices. Primo Water focuses on ensuring that customers have a reliable source of hydration, enhancing their everyday experiences with premium taste and dependable service.
The company's offerings include a range of water products, suitable for various needs, whether for personal use or business consumption. By utilizing a straightforward ordering process and a commitment to customer satisfaction, Primo Water aims to meet the hydration demands of its diverse clientele. With an emphasis on convenience and quality, the company serves individuals, families, and businesses seeking efficient water delivery solutions.
Primo Water faces overwhelming criticism from consumers, primarily due to severe delivery issues and poor customer service following its merger with ReadyRefresh. Many reviewers express frustration over multiple missed deliveries, with some waiting weeks for water that never arrives.
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Complaints about billing practices and unexpected fees are also common, leading to a sense of betrayal among long-time customers. While some people appreciate the quality of the water itself, this positive sentiment is overshadowed by the overall dissatisfaction with the service. Reviewers report inaccurate orders and a lack of responsiveness from customer support, further exacerbating their disappointment. The sentiment is overwhelmingly negative, with many actively seeking alternatives to Primo Water.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.1
100
100%
● Medium
1.1 / 5 overall
=
100 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
1.1
12-month avg
1.1
All-time
1.1
Category avg
4.1
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Jun 25
1.1
44
Jul 25
1.1
56
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 100 most recent reviews.
Top complaintsof 98 negative reviews
Delivery80%
78 mentions
Customer service70%
69 mentions
Cancellation38%
37 mentions
Account issues27%
26 mentions
“Primo Water repeatedly sent notices saying my delivery was arriving within hours, only for no one to show up”
On “Delivery” · Jul 4, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Beverages & Drinks.
Overall rating and review count for this company and similar companies
Thanks. Honestly I doubt they will show up. This is the worst customer service I've ever had. I will be talking to Coca-Cola and Pepsi co to see how they can mainstream this market bc that is exactly what you guys are trying to do with no avail. I wont hold my breath that it will be here tomorrow. It hasn't shown up in weeks and was supposed to be here Monday, then today now tomorrow. Please just cancel my account at this point. I don't need this aggrevation in my life. It was supposed to be easier. Easier on my body, easier to deal with. I means it's water people rely on YOUR WATER and u never show. Plus there is noone to speak with. So I will let everyone I know to find another company. Maybe I will start my own. Good grief. Logistics from TX
Bye .. btw they never show up on time, they don't show up at all. WORST COMPANY EVER
Primo recently took over my service from ReadyRefresh and it's been a disaster. I have had my water delivery date changed seven times within seven days with absolutely no notice given (6/25 - 7/1/25). I only learned of the changes after checking their app. On 6/29/25 I received a written response to my complaint assuring me our water would be delivered on 7/1. On 7/1, according to the app my delivery was changed to 7/2, again with no notification! For the 1st time in 8 years we have had to buy water ourselves. Update: After reading hundreds of recent negative reviews I have now cancelled my service.
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Don't waste my time and I won't waste yours. I hope you loose more long time customer accounts. Your website is horrible. I never canceled my regular monthly delivery on July 1, 2025, but you automatically canceled the scheduled delivery. You rescheduled the delivery to July 25, 2025.
"Remember to be honest, helpful, and constructive." OK. Honestly, Primo sucks. In effort to be helpful, I suggest that all top-management staff should be fired for allowing this company to corkscrew itself into the dung heap in which it now finds itself. (That's also a remembered, constructive comment.) We are now on our third rental dispenser, because the first two lasted less than six months each. "Hi. We're from Primo and we rely on equipment that's poorly designed and poorly built." Water that was supposed to have been delivered two-plus weeks ago did not arrive. No explanation. No "We're sorry." Just "We'll deliver the water this coming Friday." Comes Friday, no water. No "We're sorry." And -- most galling of all -- no explanation. Then, "Water will be there Monday." Nope. Then, "Wednesday." Nope. Then "Next Monday [yesterday]." Nope. Why? What's wrong? "We're not going to tell you." So I tried calling. On hold for about 15 minutes with a lessening hope for a human to answer the phone. "Type in your phone number and we'll call you back." That's the best laugh of the day, so far. "Please forgive the delay. Our crackerjack customer service team has been unable to contact you because team members rely on two tin cans connected by a piece of string. You'll need to bring your own can and string." Another option: "Use our website chat feature. Our robots are nice." Try awful. (It's tough to imagine robots that are dumber than the humans they were designed to replace.) This has been going on for just under a month. Checking for alternative providers.
Something has gone wrong since they merged. Deliveries are canceled,arrive without notification, and are delivered to the front of the house instead of the garage, as listed in my instructions. They need to get their act together.
Extremely Disappointed – Worst Company I’ve Ever Dealt With
I rarely leave reviews, but I felt compelled to share my experience. This was hands down the worst company I’ve ever dealt with. From the start, communication was nonexistent or misleading. Promises were made and never kept. I encountered delays, errors, and a complete lack of accountability. Customer service was either unavailable or unhelpful, and at times, outright rude.
What should have been a straightforward process turned into a frustrating, time-consuming nightmare. I tried to resolve the issues multiple times, but the company showed no interest in making things right. Based on my experience, I would strongly advise others to avoid doing business with them.
The company has switched over in the last 3 months and I’ve only received one delivery compared to the every other week of 6 bottles. Everytime it’s scheduled that day comes and gos and I can’t contact anyone to find out what’s going on.
I can’t even close my account at this point. To say I’m frustrated is underrated. I can’t call, use their messaging app and have not gotten responses to emails either.
Have been told everyday for the last 2 weeks it will be delivered tomorrow. After being on hold for up to an hr. Horrible. The unfortunate part is Primo Water has bought up all their competitors.
Literally the WORST water company who buys out the GOOD water companies and makes them TERRIBLE! AVOID AT ALL COSTS
We had a lovely local water company we used for our office services, and it was great! They were bought out by Ready Refresh/Primo Brands, and it went downhill FAST! We couldn't get the water we needed for our office delivered on time. We then dropped Primo and went with Crystal Springs. They were great, no issues! Low and behold Primo bought out Crystal Springs and we immediately started having issues again. We have been waiting for our delivery that was supposed to come 6/18, rescheduled to 6/20, rescheduled to 6/30 called and was promised it was prioritized for 6/30 and WOULD come. Rescheduled to 7/1 called and was promised it was prioritized for 7/2! Each time it has been over an hour to get to someone on the phone. It's a NON-LOCAL call center where they really can't do much. We are now OUT of water and it's going to be over 100 degrees today. I had to go BUY individual water bottles for my employees. I WILL be cancelling Primo AGAIN and finding ANYONE else.
Company is the worst! My delivery has been bumped everyday for a month. They never deliver when they say they will. Never should have done the merger and Ready Refresh should have stayed as is (ready Refresh was the best). I cancelled my account and am still waiting for them to pickup the dispenser and the empty jugs i have. Even the pickup has been bumped everyday since cancelation. I will be seeing what i can do legally as i want the items off my property ASAP and they never pickup when they say they will. Customer service is no help as they keep saying someone is coming and no one ever does!
Primo Water is by far the worst delivery service I’ve ever dealt with. They took over ReadyRefresh—and ever since, it’s been a disaster. I never had problems with ReadyRefresh, but Primo has been nothing but unreliable and careless.
I’ve been waiting on a delivery that was supposed to happen last Tuesday. Then it got pushed to Monday. Today they promised it would come between 11 a.m. and 2 p.m. It’s now been a full 8 days. STILL NO WATER and absolutely no communication. I have a baby and teenagers at home. We need water. This is beyond frustrating and completely unacceptable.
Primo, get it together. You’re messing with people’s basic necessities. I’m done.
The absolute worst customer service in the modern world!! “Don’t take my money” means if you do that you stole it!! Worst mistake of my adult life joining them. I look forward to hearing about the class action suit I’ll be part of.
Primo is completely unreliable. They missed the very first delivery with no explanation. You cannot contact anyone by phone unless you hold for over 30 minutes. A recording constantly directs you to their website which can't handle any of the issues I had to call about. Attempts to send a message or receive a callback are futile; they don't respond. After 3 months of no shows and the inability to get anything resolved easily, I spent 2 hours on the phone to get my account cancelled (not an option on the website despite the recording's continuous attempts to reroute phone customers there). They had the nerve to tell me to wait around all day in the future for an equipment pickup. I told them I won't be waiting around for their no shows anymore but their equipment will be on my porch if they ever decide to come get it. What a waste of time and money. Avoid this unprofessional, incompetent, inconsiderate business at all costs.
Declining Service and Rising Costs Since Primo Water Takeover – A Longtime Customer’s Disappointing Experience
We’ve been loyal ReadyRefresh customers for many years. For a long time, the service was reliable, the deliveries were timely, and the pricing was fair for the convenience and quality of bottled water delivery. We appreciated the consistency and customer service, which kept us coming back year after year. However, ever since Primo Water took over ReadyRefresh, our experience has dramatically changed — and not for the better.
The problems started shortly after the acquisition. One of the most frustrating issues has been the unreliable delivery service. Where deliveries were once predictable and punctual, we now find ourselves dealing with frequent delays, missed deliveries, and incorrect orders. There have been multiple occasions where we’ve waited days beyond our scheduled delivery window, only to find out that the driver either skipped us or that our order was inexplicably canceled. Trying to reschedule or get clarity from customer service is its own headache — which brings me to the next issue.
Customer support has gone downhill significantly. Getting in touch with a real person has become more difficult, and when we do manage to reach someone, the answers we get are inconsistent at best. We’ve been told different things by different representatives, and issues often go unresolved for weeks. In one instance, we were promised a credit due to a missed delivery that never came — despite following up multiple times.
Another major concern is the steady increase in prices, with no corresponding improvement in service (in fact, the opposite). The cost per bottle and delivery fees have steadily crept up over time, and now it feels like we’re paying premium rates for subpar service. We understand inflation and increased costs of business, but the price hikes seem excessive considering the decline in reliability and responsiveness.
It’s also worth mentioning that their online account management system has become more cumbersome. Placing or changing orders used to be straightforward, but now the site is prone to errors, and changes don’t always go through as expected. This adds another layer of frustration when trying to manage something that used to be simple and stress-free.
What’s particularly disheartening is that we used to recommend ReadyRefresh to friends and family. It used to be a seamless, dependable service that made our lives easier. Now, we’re actively considering canceling our account altogether and looking for alternatives. It’s sad to see a company with such a good track record lose its way after an acquisition.
In summary:
• Delivery issues: Frequent delays, missed or incorrect deliveries.
• Poor customer service: Long wait times, inconsistent information, unresolved issues.
• Rising prices: Cost increases that don’t match the value provided.
• Declining user experience: A once-smooth service now riddled with problems.
Unless major improvements are made soon, I can’t recommend ReadyRefresh under Primo Water’s management. Longtime customers like us deserve better.
Absolutely unreliable delivery. Was suppose to get delivery June 12, didn't get it. Was told they couldn't deliver on 19th due to holiday, next delivery was set for 26th, still nothing. Called them back was supposed to get delivery June 30. Nope nothing again. Will be calling Corporate.
A water delivery service that won't deliver you water...
Ever since ReadyRefesh merged with Primo Brands the service and customer support has been ABYSMAL to the point of absurdity. For the past month they were unable to organize their delivery routes to even get one scheduled delivery to our house. We had deliveries cancelled and rescheduled 3 times back to back. And keep in mind there was not notification or communication given till the end of the day on the scheduled delivery day. We would check the app throughout the day on the day of delivery and it would say the delivery was on the way, and toward the end of the day it would change to "delivery rescheduled." The reason given was route adjustment.
My family had no dependable water the entire month and I was very upset and decided to cancel. When I go on the phone with an agent -- after a 45 minute hold -- they tried to talk me into accepting a small discount on a few bottles and waived delivery fees on the next delivery. I reluctantly accepted the offer, more out of a morbid curiosity to see if they could even make good on a delivery at all. What do you know, they missed the next delivery too. And the following week when they finally made good on a delivery, the delivery fee was still in effect. Diabolical business tactic, apply your good faith apology discounts to a delivery, cancel the delivery, and then poof -- no discount. So done with this service of this company.
The fact that the the social media accounts of the brand and new CEO have comments turned off should tell you something.
I have been using water delivery services prior to Primo Brands taking over the routes for ReadyRefresh in Plano TX for years. For the last several months since Primo Brands took over, they have only made one delivery. Customer service is unable to help and the website even tells you that deliveries will be delayed or that product or drivers are not available. You will be on hold for over an hour if you call for customer service and the chat feature is only programmed for limited responses that are not specific to you or your account. The app will show your delivery is scheduled but on the day of delivery, no water is delivered. I am searching for a different company to use but it appears Primo has a monopoly on water delivery that they are unable to fulfill. Please beware of the unacceptable service with no ability to rectify or even get an explanation.
Apparently private equity has taken over the company and fired everyone. I've been a customer of Sparkletts for over 20 years! Since the private equity takeover, water just isn't getting delivered. I haven't gotten a water delivery since May and today is the end of June!!! The billionaires that own the company are happy, but at the cost of ALL of their customer's satisfaction. Despicable behavior by billionaires!!! I agree with what others say: STAY AWAY FROM PRIMO BRANDS!!!
Won't let me cancel the account after 2 wrong deliveries.
I ordered 3 Poland Springs. They send me 3 Deer Park. I messaged them in their hard to find contact page: readyrefresh dot com /en /misc / contactUs
They said "we'll fix it" and sent me 3 more Deer Park. Now I have 6 unopened Deer Park that they won't pick up.
I requested to cancel my account and get a refund. They ignored my request and said "we'll fix it". I messaged again asking to cancel my account.
Today I called the customer service number, waited 40 minutes on hold. The rep told me that not only could she not cancel my account today, but that I would be charged $43 for my next delivery, after which, I could cancel my account. What? I asked her to send me this information in an email and she said she couldn't email me and she couldn't transfer me to her supervisor.
I called my Costco Visa Card (highly recommend) and they put a dispute on the original charge and cancelled my current card so they would not be able to charge me again.
Absolutely worst drinking water company , Today my 8th scheduled delivery day has been cancelled again. This company will surely go out of business because they totally suck !
Primo Water is a leading provider of water delivery services catering to both residential and commercial customers. Through their user-friendly platform, the company offers convenient solutions for accessing high-quality bottled water and beverage options delivered directly to homes and offices. Primo Water focuses on ensuring that customers have a reliable source of hydration, enhancing their everyday experiences with premium taste and dependable service.
The company's offerings include a range of water products, suitable for various needs, whether for personal use or business consumption. By utilizing a straightforward ordering process and a commitment to customer satisfaction, Primo Water aims to meet the hydration demands of its diverse clientele. With an emphasis on convenience and quality, the company serves individuals, families, and businesses seeking efficient water delivery solutions.
