Primo Water Reviews 

I signed up for primo and was told it was $14.99 for delivery/install and then $27.99/mo.

I ended up with a bill of $121 for the first month. I would recommend you look elsewhere

I live in a third floor apartment, so I thought it’d be easier to just have water delivered. The price was a bit too steep, so I canceled. I was then left with three empty 5 gallons that I needed picked up. I’m already on my third time requesting a pick up and they have still not come! I even spoke to an agent who guaranteed someone would come, and nothing. I get a notification every time that someone came to pick up the empty gallons, but they are still here when I get home. Completely disorganized and terrible customer service. Having to reschedule it for a fourth time is ridiculous. Will never do business with them again.

For the third time in a row, my delivery wasn't made and without any communication. This is by far the worst business I have ever dealt with! I WOULD NOT RECOMMEND THIS PLACE TO MY WORST ENEMY!

I have been trying since January to cancel my contract & I won't ever know if it's canceled until I see a debit from my bank account
I'm very upset they have put my bank account in the negative over a charge I requested canceled. The agent who I dealt with was very rude. I'll NEVER do business with them & wouldn't ever recommend this service. You have to call multiple times to request this service be canceled. Very upsetting.

Ever since Primo bought our existing water service provider, the customer service has plummeted! They consistently change delivery dates, without notice, show up and don’t leave the requested amount, and this week—they delivered twice AFTER being notified that their delivery date change was unacceptable. Their website is useless, it doesn’t allow any real time changes, and don’t bother sending messages as there is NO ONE there to receive them. They have bought up every last water delivery service in our area—it’s a MONOPOLY and the must be stopped!!!!

They delivery of my water. Drivers are dependable and reliable.

We have had Primo water for a while. The delivery man we have is the most cheerful, kind man. I think without him delivering our water it would just be water !!!! The service is on time and we are never without what we need. Thank You

I used to get me water delivered for years from a local distributor. They recently got bought out from Primo. I’ve been attempting for a month to get a delivery.

After Primo purchased my local distributor, I received an email asking me to login to the new website and set up my account. I figured I’d give Primo a try so I set everything up. It look like my delivery was good to go.

I did not receive the delivery. It turns out for some reason they had my old expired credit card and not the new one I entered on the website. I thought this was weird because I never entered my old credit card in to Primo’s website and have no idea how they got it. It was the same credit card number I used with my old distributor. Somehow they obtained it without my permission. OK, no big deal. At least now we figured it out and I can get my water. I called back and explained to them over the phone. They said they would fix it and I would have a new delivery on Thursday. They took my credit card information over the phone and confirm my order.

The next day, I got an email saying my delivery was coming on Friday. Then on Thursday morning, I got an email saying my delivery is coming today between 2 and 6 PM. I already took off from work Friday to be home for the delivery. So I switched my work schedule around last minute. It cost me some jobs but OK no problem. At least I’ll get my delivery finally.

So then, at noon, (2 hours before delivery window) a delivery truck shows up with the wrong order.

If this is the level of service I can expect from Primo, I will not be a customer of theirs for very long. I’m praying they don’t have monopoly on distribution and I can find another company that knows what they’re doing.

I have had a purchase order with Primo/DS Services for years. I just received a monthly bill asking me to log into a system that I am not enrolled in. This is outside our purchasing agreement. After 20 minutes on hold with customer service, I hung up. What is going on?

Please be careful and check your invoices closely. I discovered that this company charges a $6 fee just to receive a paper invoice. I have never seen a company charge $6 simply to mail a bill.

I understand there is a small cost for paper, printing, an envelope, and a stamp, but $6 is completely unreasonable to me. Many companies encourage customers to go paperless by offering a discount or credit. This company does the opposite and charges $6 for a paper bill.

Because of this type of unnecessary fee, I canceled my service with them. I am sharing my experience so other customers know to carefully check all charges on their invoices before signing up or continuing service. This feels like taking money from customers in broad daylight. A business cannot expect money to keep coming in while refusing to absorb even the basic cost of doing business. Charging $6 just to send an invoice is ridiculous.

Returned the dispenser and water bottles the next day after arrived. They scammed me by presenting a different product. The water has bad smell and taste. That happened in April 3rd and they still didn't refund me in July 14 but still charged me for delivery (which didn't happened as I returned their dispenser and don't need anything else from them). They don't want to close my account even if I spend hours on the phone and chat with them in the last 3 months. Extremely awful customer service.

I’m very disappointed in the horrible service that this company is been providing lately. I was supposed to get my water last week and it’s been about a week so far and No delivery Yet. Today I got a message that my water had been delivered, but my empty bottles were still outside and again No water was delivered, and this is being going on for a while. Horrible experience and so inconvenient since I’ve been buying gallon of water at the corner spot until the delivery arrives but nothing so far. It defeats the purpose of having to pay for a service that I am not receiving and spending extra money outside. The quality of service has been declining exponentially every year. I’m supposed to get three 5 gallon jugs and sometimes I get 4 but I have only subscribed to 3 jugs to be delivered. It’s like they have no control of the service they providing at all. In others occasions they have delivered my water without noticed and I have no chance to take the empty bottles outside and then I have the empty bottles piled up in my hallway waiting for the next delivery. I will be looking for other option that provide water service and are more reliable then this company. Again if I could give them a zero star I would and I don’t like writing reviews unless it’s really necessary like in this case.

Have an a primo brand water cooler in our home. Is the best thing since sliced bread.

Customer Service more interested in Sales than Service 07/10/2026 02:17 PM GMT
Automated PB Agent ➕
Process
PB Agent Good day! Thank you for holding. My name is Marco, and I’m happy to assist you today. May I please know who I’m speaking with, and could you confirm your complete delivery address and account number?
07/10/2026 02:19 PM GMT
Guest hi this is Terri H***
07/10/2026 02:20 PM GMT
PB Agent Thank you, Terri! How may I assist you today?
07/10/2026 02:21 PM GMT
Guest We are moving to *** and want to schedule a pick up of the cooler and empties. We will probably have 1 or 2 full bottles to return for credit. My cart still shows 3 bottles and I need it to be emptied so it doesn't auto deliver to ***
PB Agent We apologize for any inconvenience this may have caused. To make sure that we understand your concern, please tell us more about it so we can further assist you.
07/10/2026 02:24 PM GMT
Guest what else do you need me to tell you?
Guest could you please have an agent phone me so I can discuss?

07/10/2026 02:25 PM GMT
PB Agent I understand that you are moving, and I'm happy to assist you with this.
Would you like me to update your delivery address to your new location? If so, please provide the new address, and I'll be happy to review whether service is available in that area and assist with updating your account.
07/10/2026 02:26 PM GMT
Guest we aren't moving in right away, will be retiring, traveling and staying with friends. When we find a new place we will see how the water is there and decide if we need bottled water delivery.
07/10/2026 02:27 PM GMT
PB Agent How can we assist you?
07/10/2026 02:28 PM GMT
Guest i appreciate your point of view that you want to continue selling bottled water. At this time I need you to understand where I am coming from and just do as I have requested. Schedule a pick up and clear out my cart to prevent future deliveries.
07/10/2026 02:31 PM GMT
PB Agent I understand your concern regarding your pickup request, and I'm happy to assist you with this.
Upon reviewing your account, it shows that a pickup order has already been placed and is scheduled for the earliest available pickup date, which is 07/14.
We appreciate your patience and apologize for any inconvenience. If you have any questions regarding the pickup or need further assistance, please let us know, and we'll be happy to help.
07/10/2026 02:32 PM GMT
Guest what about my cart currently showing 3 bottles. i don't want to have to keep going in and refusing delivery
07/10/2026 02:34 PM GMT
PB Agent I understand your concern, and I'm happy to assist you with this.

Would you like us to skip your upcoming delivery? Please provide more details regarding your concern so I can better understand the situation and review the available options for your account.
Once I have a little more information, I'll be happy to assist you further and find the best solution for your needs.
Guest i'm sorry are you a bot or a live representative please?
07/10/2026 02:35 PM GMT
PB Agent I am a live representative.
07/10/2026 02:38 PM GMT
Guest so why would I want to skip an upcoming delivery ? I want to schedule a pickup of the equipment, return all empties and return any full bottles i have on that day and I want to cancel all purchases that your system might schedule after that last day - which you say is set for next Tuesday July 14th. KEEP July 14th appt. Refund me for returned bottles. Close account.
07/10/2026 02:40 PM GMT
PB Agent One moment please.
07/10/2026 02:42 PM GMT
PB Agent Cancelling your account is the last thing we want to hear, and I truly appreciate the chance to assist you. I’d be more than willing to help resolve any concerns you may have. May I ask what led you to consider closing your account?
07/10/2026 02:44 PM GMT
PB Agent Are you still there? Please reply if you would like to continue this chat.
(MEANWHILE I AM STILL TYPING – WHICH I KNOW THEY CAN SEE…… AND HE MARCO CHOSE TO HANG UP ON ME)
07/10/2026 02:45 PM GMT
Automated PB Agent ➖
Process
Guest I am 66. Retiring Today. Moving out of state. Selling our Home. Traveling. No known future address. I'll never buy from Primo Brands and I will tell all my friends and post publicly on every forum this entire chat. Primo Brand Customer Service SUCKS.. I hate to be ugly but they really need to have some Service in their customer service. If I wanted SALES I'd call them.
Automated Primo Bot
Process
Primo Bot Hi Terri H***! I'm your Primo BrandsTM Support Assistant.
Primo Bot I can help you with the following topics. Please
choose one of the options below:
Delivery
Billing
Account Update

Delivery out the window. You get notified between 8am and 6pm. It’s now 6:53 pm and no water delivery yet. I made changes to the order before cut off and didn’t see it on the app as being done. I called and was reassured the new order was the only one in the system. Today at 6:05 when I called oh it’s on next months delivery, I missed the cut off time. When I spoke to the representative last week it was confirmed that 4-5 gallon jugs and 2 cases of Mountian Valley Spring water was included on this delivery. I grew up on Hot Springs, Arkansas Home of Mountain Valley Spring Water.

I almost opened the new accounts today for my business locations but hadn’t got around to it. I’m glad. I am looking for a new company for the stores until the Publix Spring Water

Primo has no concept for TIME. Unapologetically the don’t follow time that they set. They give you a window for delivery 8.00am - 12.00pm and you can sit and wait cluelessly / indefinitely. You call them, they will tell you that its standard and they have up to 5pm to deliver. Terrible. Lack of professionalism.

Highly Disappoint in Primo Brands here in Muskogee, OK! Failure after Failure with their inability to deliver. Have been with this vendor multiple yrs and during that time there have been the "regular" no-shows but during the last year they have failed miserably. Promised delivery and Failure after Failure to show. They have not serviced our account since “2025” Extremely difficult to actually talk to a person and when you do they promise to make it better only for you to be disappointed once again and they are clearly ok with their failures. We requested multiple times to cancel service and they Failed to cancel. After repeated Failures on their part, in April 2026 after receiving an invoice for the cooler that they've Failed to supply product for, spoke to "Randy" and he assured us that he would cancel the account and scheduled the collection of equipment. They did credit the invoice but never collected the equipment.. On Jul 1, 2026 “3” months later, spoke to "Guila" and she sounded genuine and committed to the same items that "Randy" previously promised. This time she confirmed with an email with the credit of the once again charge to equipment w/o any water as well as the order for equipment pickup. And to no surprise Primo once again FAILED/No Showed to collect their equipment. I would never recommend this vendor to anyone! I believe it should Primo should be charged with a storage fee for FAILING customers… How long should we expect to walk around their unused equipment…

Since they bought sparkletts my service has been awful. They missed every delivery saying they delivered but can’t prove they did. Then I have to call and wait on hold for 20 mins for them to “try” to get a delivery for 2-4 weeks