Primo Brands is a leading North American branded beverage company with a focus on healthy hydration, delivering sustainably and domestically sourced diversified offerings across products, formats, channels, price points, and consumer occasions, distributed in every state and Canada. Primo Brands has an extensive portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 200,000 retail outlets, including established billion-dollar brands, Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®. These brands are sold directly across retail channels, including mass food, convenience, natural, drug, wholesale, distributors, and home improvement, as well as food service accounts in North America. Primo Brands also has extensive direct-to-consumer offerings with its industry-leading line-up of innovative water dispensers, which create consumer connectivity through recurring water purchases across its Water Direct, Water Exchange and Water Refill businesses.
Written by the business, not verified by us.
Is Primo Water legit?
Primo Water (water.com) has a 3.9 out of 5 rating on OK.one, based on 202 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is mixed. 22% of reviews are 1 star, a relatively high share; The business has replied to 96% of negative reviews; Reviews mostly discuss Customer service, Product. Last updated 2026-08-12.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the delivery drivers for being exceptionally friendly, helpful, and courteous when bringing heavy water bottles right inside the house. Many people also appreciate the reliable scheduling, prompt service, and the fresh taste of the purified water supplied.
However, some people mentioned issues with inconsistent delivery schedules, changed dates, and missed drop-off appointments altogether. A few other people also felt that customer service responses were slow, making it difficult to reach representatives or resolve account problems. Consumers also reported receiving bottles with unusual odors or unexpected tastes during some shipments.
Auto-generated from all reviews of this business. For reference only.
This company did not honor the company policy’s they bought out. I paid bottle deposit with old company when I opened my account, I was told when I closed my account I’d receive a refund for empty bottles that I initially paid. Not only did they not refund me when they picked up empties, they left 10 more full bottles and charged me for them AFTER my account was closed. I’ve reached out to them multiple times, by phone and email, and they refuse to pick up nor do a refund for the 18 empty bottles I still have.
Reply from Primo Water2026-08-11
Hi Sherry. We're sorry to hear about your experience, and we appreciate you taking the time to share your feedback. We take comments like yours seriously and will share them with the appropriate team for review. Please contact us at [email protected] so we can learn more about your experience and address your concerns.
On July 29 I wrote a very factual review of our very bad experience with Primo.
The BOT replied within 48 hours that they would be contacting me to ‘make things right'…
As of today, Aug 9, not one email or phone call from Primo.
That was clearly a SHAM to make it look like they provide the service that they should actually deliver.
See below:
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1 review
Rated 1 out of 5 stars
Jul 31, 2026
After 20 years of Sparkletts in OC…
After 20 years of Sparkletts in OC California, this outfit took over and destroyed everything that Sparkletts did right: missed deliveries, no answer to customer service calls, promised refunds for the THEIR errors lead to late payment threats. Last night, for the 3rd time in 6 months, a 5 gal. bottle leaked all over the kitchen floor and further delaminated it. I have photos.
July 29, 2026
Unprompted review
******
Primo Water logo
Reply from Primo Water
Jul 31, 2026
Hi there, we're so sorry to hear about your experience with us. Please know this is not the experience we wish to provide. We've located your account details and our team will be in contact to follow up and make things right. Thank you!
Horrible customer experience. Monopolistic behavior. Crappy products. Zero Stars.
Reply from Primo Water2026-08-09
Hello Tom, we're so sorry to hear about your experience with us. Please email [email protected] referencing your review and include your account info so our team can take a closer look and assist. Thank you!
July delivery was not correct, received case water not requested and charged for the brand that I did not get. August 7th delivery is a no show, account showed, out for delivery all day, when I checked on reschedule it's not coming Monday it's scheduled for Tuesday.
Reply from Primo Water2026-08-08
Hello Rick, we're so sorry to hear about your experience with us. Please email [email protected] referencing your review and include your account info so our team can take a closer look and assist. Thank you!
Yet another example of enshitification. A poorly run company more focused on rebranding and market rollup strategies than providing consistent service.
I used their delivery service for a few years. The drinking water in Spanish Fort, Alabama is barely drinkable and I wasn't thrilled with the copious amount of plastic waste generated by our drinking water habits. We signed up under the Kentwood Springs brand. The bottom-loading aquabarista is a decent and convenient dispenser. Having on-demand hot water was convenient for making tea and the K-cup support is cool for people that are into that. The water tasted very good, especially in contrast to our municipal drinking water.
For awhile the service just worked the way it should. I put out bottles every two weeks, someone came by swapped them out with the desired quantity of replacements. I didn't spawn a meeting for me to get my water and the driver was as disinterested about hanging around at our house as I was about being interrupted for nonsense during deliveries. I made it convenient for him, he made it convenient for me... we chin-nodded from across the yard and we added him to our Christmas-time appreciative gift recipient lists.
Last year the service took a turn for the worse. I'd come home from work to find way more bottles than I asked for or they'd miss our delivery entirely despite the flurry of text-reminders to put our bottles out. This turns a portion of my cramped garage into a bottle-storage warehouse and sends us moving bottles in and out multiple times based on the seemingly bipolar notification schemes.
When a driver would grace us with his presence, I'd get to hear him complain about being short-staffed and overworked and more than one time I caught them rolling 8 or 10 water bottles into the garage when I asked for 3.
We moved to an adjacent town in a new construction dead-end-for-now road and it is clear to me the driver doesn't like delivering to this location I update the app that I want 2 bottles and they leave 5 or 6 - every freaking time.
The water quality at our new place is passable and I realized that the hassle-to-value ratio of our Primo Brands service finally pushed me to cancel the service. Because again... My garage isn't your damned warehouse, I choose the amounts to order, not you.
...and of course they even no-showed us today on the equipment and remaining empty bottle pick up that they scheduled to close out our service.
Reply from Primo Water2026-08-06
Hello Bill. We're very sorry to hear about this and know this is not the experience we wish to provide. We've located your account information, and a member of our team will reach out to assist. Thank you for your patience.
1/5 Stars – Zero support for a broken machine
Extremely disappointed in both the quality of this water cooler and Primo’s customer support. My unit completely died right at the one-year mark. When I called customer service expecting basic troubleshooting or repair options, I was flatly told they couldn't help me because the warranty period had passed. They couldn't even offer a repair alternative, replacement parts, or a solution—they just passed the buck and told me to contact a Sam's Club sales rep since I originally purchased it there. A water cooler should last much longer than 12 months, and a company should stand behind what they manufacture. I will not be buying from Primo again.
Reply from Primo Water2026-08-06
Hi Juan, thank you for bringing this to our attention. We sincerely apologize for the inconvenience. We would appreciate the opportunity to look into this issue and help resolve it for you. Please email us at [email protected].
PRIMO water customer service is awful. They just keeping sending you back to the original automated system. No problems get fixed and no manager/superviosr to talk with. Their water dispenser at Publix on West New Haven Ave does not give the correct change - short $.25 for every gallon of water. TERRIBLE customer service.
Reply from Primo Water2026-08-05
Hi Linda, apologies for the confusion and any inconvenience. We're unable to locate an account with the information provided. We're truly sorry to hear about your experience. Please email us at [email protected] so we can review this matter further and assist you directly. We look forward to hearing from you.
Signed up thru costco. Was given a delivery date. No show/no call. They scheduled for the next day and same thing, no show. Both excuses was noone was home which is a lie. I contacted them via email and they acknowledged I wanted to cancel and they deliver the stuff 3 days later and leave it on the doorstep. Wasn't I supposed to be home for the first set up? Noone reached out to me after several calls and emails. I have never had such bad service and I'm surprised Costco is tied to this company. Do your research. It's all over Reddit etc
Reply from Primo Water2026-08-05
Hi Jerry. We sincerely apologize for the inconvenience caused by the delivery issues and understand how frustrating this situation must have been for you. Please email us at [email protected] so we can assist you further and work toward a solution that restores your confidence in our service.
I skipped a delivery and they just stopped delivering altogether. This is happening for the second time in 6 months. Their app does not work as well. It keeps blocking my log in and forcing me to reset my password while the same credentials work fine on their website. I was told the last time I called them that they were upgrading their app. Looks like 6 months later they are still "upgrading". This is what happens when you let Private Equity buy useful companies and then convert them into monopolies. I came to Primo from Culligan since they too were bought out by Private Equity and their service went down the tubes. I wonder if ever in this blessed country they will ever ban PE.
Reply from Primo Water2026-08-06
Hello Kiran, we're so sorry to hear about your experience with us. Please email [email protected] referencing your review and include your account info so our team can take a closer look and assist. Thank you!
5 Missed Deliveries, Double Charged, and Outsourced Customer Service Nightmare
I am writing this to warn others to stay far away from Primo Water. My nightmare started on July 28, 2026, when they charged my card but completely failed to deliver my water.When I called customer service, I was connected to an outsourced call center in India. The agents had absolutely no understanding of my account, insisting a delivery was made when it wasn't. They initially refused a refund and told me my next delivery wouldn't be until August 28th—meaning they intended to hold my money for a month without providing service.After requesting to have my account canceled, I was transferred to a local representative who admitted this was wrong, promised a refund, and scheduled a makeup delivery for July 29th. What followed was a cascade of lies and broken promises. They missed five consecutive delivery appointments: July 29th, July 31st, August 4th, and multiple promised same-day fixes. Every time, I received automated emails shifting the date or promises from support that someone would contact me. No one ever did.Out of sheer frustration, I called to cancel my service entirely and demanded all my funds and deposits back. They scheduled an empty bottle pickup for August 10th.Then, the ultimate breakdown in communication happened. On August 5th—the morning after I canceled—delivery drivers showed up with absolutely no notice, call, or email. They completely ignored my explicit delivery instructions and dumped the order in a lower area of my property. To make matters worse, I logged into my portal to find they had charged me yet again for multiple deliveries. When I called back, the confused customer service team claimed they are "working on a refund" and "will try" to make the August 10th pickup. This company thinks it is completely acceptable to take people's money, fail to deliver products, mislead consumers, and then charge them again after cancellation. Until my full refunds and deposits are back in my bank account, they have essentially stolen from me. Avoid this chaotic, predatory service at all costs.
UPDATE AS OF 8/10
SURPRISE, THEY DID IT AGAIN! Yes, they gave me a full refund and returned my deposit money, but it is now going on weeks of them refusing to pick up their wrong orders. Primo Water came by to pick up empty bottles from my past orders, plus the full bottles they dropped off after I already cancelled my account. Instead of clearing everything out, they only picked up the empties and intentionally left the full ones. This is beyond incompetence—it feels like petty retaliation. They are absolute liars. If you choose to do business with them after seeing this review, don’t be surprised when you end up in the exact same position wishing you had listened to the warnings!
I SENT YOU THE INFORMATION PRIMO WATER AND YOU NEVER RESPONDED!! I guess you wanted to know who I was for retaliation.
Reply from Primo Water2026-08-06
Hello Tyler, we're so sorry to hear about your experience with us. Please email [email protected] referencing your review and include your account info so our team can take a closer look and assist. Thank you!
I have no problems with the service I received from Prima water. My orders are delivered on time and the driver is personable and helpful as he place the orders inside our screen room. Keep up the good work.
Reply from Primo Water2026-08-04
Hello Frances! Thank you for reaching out and sharing your experience. We are so happy to hear you are loving your service with Primo!
Well I thought issues were fixed. Driver delivered and left bottles outside and didn't pick up the empties , I have 2 door bells, one is a door cam. He didn't ring or knock! I watched the cam. Not my driver a stand in I guess ( or replacement?) Problem is I live in a senior com tiny apt with no place to store anything and no sheds allowed. Luckily co when I called said they'll pu in 3 days (hopefully) but what happened to work ethics? Why not pick them up during delivery?
Reply from Primo Water2026-08-04
Hello Earlene, we're so sorry to hear about your experience with us. Please email [email protected] referencing your review and include your account info so our team can take a closer look and assist. Thank you!
Do not use this company. Everything with this company went wrong since they took over from Crystal Spring. In January they left 2 Jugs of water on a Saturday in the freezing cold outside the office door on a day that we are usually closed. The sign is on the door. The jugs froze. Their fees and charges were outrageous. I tried 3-4 times to cancel my account They were given instructions to pick up a water dispenser that is at least 12 years old . the driver came and left without the dispenser. for the next 3 months charges went from $79.00 to $250.00.
Save yourself a big headache , choose another company I finally paid them off today and I'm hoping that they will come to get their dispenser by tomorrow.
Reply from Primo Water2026-08-04
Hello Ava. We're very sorry to hear about this, and know that this is not the experience we wish to provide. We've located your account information and our team will be in contact to assist.
After 20 years of Sparkletts in OC California, this outfit took over and destrroyed everything that Sparkletts did right: missed deliveries, no answer to customer service calls, promised refunds for the THEIR errors lead to late payment threats. Last night, for the 3rd time in 6 months, a 5 gal. bottle leaked all over the kitchen floor and further delaminated it. I have photos.
Reply from Primo Water2026-08-01
Hi there, we're so sorry to hear about your experience with us. Please know this is not the experience we wish to provide. We've located your account details and our team will be in contact to follow up and make things right. Thank you!
★★☆☆☆
Delayed deliveries happen far too often with Primo. I understand that occasional delays are unavoidable, but this has become a recurring issue. My most recent delivery was pushed back several days, forcing me to drive to the grocery store and buy a heavy 5-gallon bottle of water myself—the exact inconvenience I'm paying to avoid.
Customer service has limited hours, and even submitting a complaint is frustrating due to character limits. If you're considering this service, just know that delivery dates don't seem to be very reliable. I hope Primo improves its consistency because the service is convenient when it actually arrives on time.
Reply from Primo Water2026-08-01
Hi Angelyce & Sijara, thank you for bringing this to our attention. We sincerely apologize for the inconvenience. We would appreciate the opportunity to look into this issue and help resolve it for you. Please email us at [email protected].
Very bad. I cancel the service because they never used to deliver on the day scheduled. After canceling they still deliver and charge to my credit card. I have called multiple times to costumer service, but no one can solve the pronlem
Reply from Primo Water2026-08-01
Hi Maria, thank you for bringing this to our attention. We sincerely apologize for the inconvenience. We would appreciate the opportunity to look into this issue and help resolve it for you. Please email us at [email protected].
I have been dealing with this company for 30 years. I was scheduled for a delivery this past Monday. It never came and I got no notification. No call, no text. On Wednesday, I called them, only to find out that I hadn't paid my bill. No communication from them. They just didn't make the delivery.
I think that's terrible business. Do you know how many times I patiently waited for a delivery over the years that never came because they were just too backed up.
Reply from Primo Water2026-07-30
Hi Laurell, thank you for bringing this to our attention. We sincerely apologize for the inconvenience. We would appreciate the opportunity to look into this issue and help resolve it for you. Please email us at [email protected] . Thank you.
This company is horrible! Inconsistent deliveries & sometimes missed all together. Also delivered a case of water I didn’t order. The driver told me there would be no charge. Of course it showed up on the bill so I had to take the time to reach out to have it removed. Outrageous fees on top of it. Stopped service and they charged a $50 recondition fee for the unit! The app and customer service is a complete joke!
Reply from Primo Water2026-07-29
Hi Teresa. We're truly sorry to hear that we failed to meet expectations. We understand how frustrating that must have been. If there is anything still unresolved with your account, please feel free to email us directly at [email protected] and we’ll be glad to review it. We appreciate the feedback, and we'll definitely share it with our team.
Water dispenser and water are phenomenal. But be prepared to have inconsistent delivery/pick up which also means you should set an entire room aside to store the empties that they miss picking up and storing the new delivery they bring you on the wrong date. I have a 5 gallon order a month yet I’m housing 18 gallons due to their inconsistency and lack of communication. Ps- I finally canceled after this being the story for the most part.
Reply from Primo Water2026-07-29
Hi Cesar, thank you for bringing this to our attention. We understand how important consistent delivery times are and are sorry for all the inconvenience caused. We appreciate you taking the time to share this. Please reach out to us at [email protected] so we can review what happened and make sure all of your concerns are addressed. Thank you.
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