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