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.
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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.
Primo Water had some difficulty last year with expanding the company through purchasing existing water delivery companies. It was a rough 6 months, but they have worked everything out and the delivery service is very reliable, billing is always correct and we have no complaints. Thanks for working so hard to make the transition.
Reply from Primo Water2026-07-29
Hi there! Thank you so much for sticking with us through the transition! We really appreciate your loyalty, and we're so glad to hear that things have finally started to go smoothly. We're grateful for your patience and understanding, and we hope to continue providing amazing service for years to come!
I buy my water at Walmart! and I am okay with that but I don't fill the battles or jugs due to I wanted more info on that system first! But water shouldn't have a tast to it but your water dose!!! So why not tell us whats been added to your water?
Reply from Primo Water2026-07-28
Hello there, we appreciate you reaching out and bringing this to our attention. We'd like to look into this further. We've located your account information and our team will follow-up to assist. Thank you!
Never again . Had it for a month and I canceled my subscription with them . They are complicated and they tell you nothing but lies . You need something delivered or picked up and they tell you one date and end up changing it with out telling you . I would give it zero stars if I could
Reply from Primo Water2026-07-27
Hello Cindy. We're very sorry to hear about your experience with us. Please know this is not the experience we wish to provide. Please email [email protected] referencing your review and include your account info so our team can follow-up and assist. Thank you!
I recently received a bottle with visible algae inside, and during my last delivery the driver left all 10 water bottles on my lawn in the Texas heat instead of placing them in a safer location. The bottles concentrated the sunlight, causing the grass underneath to scorch and smoke, creating a serious fire hazard.
I repeatedly tried to resolve both issues in writing through Primo’s app and contact form. I spent hours attempting to reach customer service, but live agents were unavailable, and my written requests went unanswered. When my case was finally escalated, I specifically requested communication by email, yet I received a phone call instead. To make matters worse, the voicemail referred to my case as an “algae and billing issue,” even though my complaint was about algae and a potential fire hazard, not billing.
I expect contaminated products and serious safety concerns to be taken seriously and handled accurately. I hope Primo Brands improves both its customer service and its response to legitimate safety complaints.
Reply from Primo Water2026-07-27
Thank you for taking the time to share your experience with us, Jasmin. We're truly sorry to hear about the repeated issues you've encountered and understand how frustrating this has been, especially after your efforts to contact us and have your concerns addressed. We've located your account and will be reaching out to you directly to review everything you've shared and work toward a resolution. We appreciate your feedback and the opportunity to regain your confidence.
Blatantly ignores what I want and say keep leaving the stuff outside
When we have an elevator and a call box and they refuse to take the old ones so they keep charging me fees.
Reply from Primo Water2026-07-27
Hello Chaim. 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!
Delivery is fine but water quality an issue- had several bottles with an odd taste and odor. I don't have that issue from local groceries when I pick up. Tried to cancel but they delivered and charged me anyway... trying again this time after yet another smelly bottle I have to flush from my system.
Reply from Primo Water2026-07-27
Hi Ashlea. We regret to hear about your recent experience and would like the opportunity to look into this further. Please email us at [email protected] referencing this review along with your account, contact information and additional details about the concerns you've experienced, and our team will be happy to assist you.
Horrible customer service I can't speak to a real person on the phone and one of my contact tickets was never responded to after a week just opened a second one about a new seperate issue where my delivery shows as delivered already date shows as tomorrow and charged me but nothing was delivered.
Reply from Primo Water2026-07-23
Hi Ryan, we're sorry to hear about your experience with us. We would appreciate the opportunity to look into this issue and help resolve it for you. Please email us at [email protected] .Thank you.
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.
Reply from Primo Water2026-07-23
Hello Alicia. We're so sorry to hear about this, as this is not the experience we wish to provide. Please send us an email to [email protected] so we can review what happened and make sure this is addressed. Thank you.
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
Reply from Primo Water2026-07-23
Hi Heath, we are sorry to hear about your experience with us. We have located the account and a representative will be in contact with you soon to assist.
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!
Reply from Primo Water2026-07-21
Hello Dawn. We are sorry to hear about this and understand your disappointment. Please send us an email at [email protected], referencing your review. We would appreciate the opportunity to look into this and help resolve it for you. Thank you.
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!!!!
Reply from Primo Water2026-07-18
Hello Erin, thank you for sharing your feedback. It's disappointing that your recent experience has not met your expectations, and we'd like the opportunity to look into it further. Please email [email protected] referencing your review along with your account info so our team can review the situation and work toward a resolution.
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.
Reply from Primo Water2026-07-18
Hello, we appreciate you taking the time to share your experience and regret that your recent interactions have fallen short of your expectations. We'd like the opportunity to review this further. Please email [email protected] referencing your review along with your account info so our team can investigate and assist with your concerns.
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
Reply from Primo Water2026-07-17
Thank you for your kind words, Monica! We're delighted to hear your delivery experience has been so dependable, and we'll be sure to share your recognition. Knowing they've made such a positive impact means a great deal to us.
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.
Reply from Primo Water2026-07-16
Thank you for taking the time to share your experience, Michael. We're truly sorry to hear about the repeated issues you've encountered and understand how frustrating this has been. This is definitely not the kind of experience we want our customers to have. We take comments like yours seriously. If you could please contact us at [email protected] , our team will review and make sure all your concerns are addressed as soon as possible. We appreciate your feedback and the opportunity to regain your confidence.
Title: $6 Paper Invoice Fee — I Canceled My Serviceitle
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.
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?
Reply from Primo Water2026-07-16
Hello. Thank you for sharing your feedback. We can see you've experienced unexpected changes with your account and had difficulty getting the assistance you needed. We have your account information and will have an agent reach out to you as soon as possible to review your concerns and assist further.
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.
Reply from Primo Water2026-07-15
Hello there. 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.
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