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.
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.
Reply from Primo Water2026-07-14
Hi there. We appreciate you bringing this matter to our attention, and are sorry to hear about the ongoing issues with your deliveries. This is not the kind of service we hoped to provide and understand your frustrations.
Please be assured that we've located your account, and an agent will reach out to assist you soon.
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
Reply from Primo Water2026-07-10
Hello Wil. We appreciate you taking the time to share your experience. We regret that your recent service did not meet your expectations, and we'd like the opportunity to review what happened. Please email [email protected] referencing your review along with your account information so our team can investigate and assist you.
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
Reply from Primo Water2026-07-11
Hi Terri. We appreciate you bringing this matter to our attention, and are sorry to hear about the frustrating experience you had with our customer service team. We understand your disappointment and regret that we did not meet your expectations. Please email [email protected] with your account details, and we'll address your concerns.
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.
Reply from Primo Water2026-07-10
Hello. Thank you for taking the time to share your feedback. We regret that your recent experience did not meet your expectations, and we'd like the opportunity to review it further. Please email [email protected] referencing your review along with your account information so our team can look into this and assist.
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
Reply from Primo Water2026-07-08
Hi Nicole. We appreciate you bringing this matter to our attention, and sorry to hear about the ongoing issues with your deliveries and the frustration you've experienced. Please email [email protected] with your account details, and one of our representatives will reach out to assist you.
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…
Reply from Primo Water2026-07-08
Thank you for your many years of loyalty and for taking the time to share your feedback with us, Joseph. We're sorry to hear about your experience with our customer service and the delivery / pick up inconsistencies. We truly apologize to hear how we failed to meet expectations, and for the frustration this has caused. We've located your account and will be reaching out to you directly to discuss this and work toward a resolution.
Whenever I call to change my delivery I never have any trouble. Your customer service department is very courteous and understanding. My deliveries are on time and the delivery man is also very courteous.
Reply from Primo Water2026-07-07
Hello there! We're happy to hear that our team can make your deliveries such a positive experience. We appreciate you sharing your positive five star review!
I am in Cedar Hill, MO. 3 out of the last 5 deliveries have been rescheduled. My latest delivery was delivered to the wrong house. I never got it delivered and the 7 empty jugs were not picked up. I called customer service but no service.
Reply from Primo Water2026-07-05
Hello Michael. We're so sorry to hear about this, 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 take a closer look and make things right.
Really bad service, they don’t care about customers.
Reply from Primo Water2026-07-04
Hi Daniel. We appreciate you bringing this matter to our attention, and apologize for your experience. This is not the kind of service we hoped to provide, and would like to gather more details. Please email [email protected] with your account details, and we'll address your concerns.
I was in Sam’s Club at Apopka today July 3 gearing up for the 4th of July Celebration. I was approached by a young man who gave me his pitch very nicely. I said I drink water from my tap and as I walked off a blonde woman said very loudly don’t drink that nasty shit! I turned my basket around and she said she was talking to him not me. Right! What was he drinking I asked her. She stuttered and covered her name badge. Very RUDE and in a public place like Sam’s Club which we pay to be members! She should be fired!
Reply from Primo Water2026-07-04
Hi LeAnn. We appreciate you reaching out about this, and apologize for your experience. We are concerned to hear about the interaction you described and the unprofessional behavior you encountered. Please send us an email at [email protected] with your contact details, as we'd like to gather more details and address your concerns.
When Arrowhead and then ReadyRefresh were delivering my water for almost 35 years, I had only a few delivery issues. Since Primo Water has taken over, in less than two years I've had complaints and problems about 1/3 of the time. The most recent are my last two deliveries.
I ordered two Arrowhead Mtn Spring 5-gal bottles but three were delivered. I called to complain, they had no solution, so I swallowed the cost of the bottle because I knew I could order one less the next time.
And the 'next time' came, I submitted my order for TWO bottles and when the delivery truck came, the driver left THREE bottles at my door. I caught him walking away and told him I only ordered two. He seemed annoyed and said, "I already entered '3.'" Apparently he has to enter the number delivered and cannot change that on his own.
Calls to customer service were tortuous, as usual, but I finally got the agent to understand what happened and she said they would correct my bill. Three weeks and many emails later my bill hasn't changed. Emails from the company make it clear they do not understand what was delivered was two, not three as the driver submitted.
So the company can stonewall you if their drivers make a mistake. 'Customer service' is a mystery to Primo Water.
Reply from Primo Water2026-07-04
Hi there, thank you for bringing this matter to our attention, and we apologize for your troubles. We appreciate your longtime loyalty and understand how frustrating it is when billing doesn't reflect the order you received. Please email [email protected] with your account details, and one of our agents will reach out to address your concerns.
Ready Refresh
Good Ranchers
Gamer Supps
Sip Whiskey
Varo Bank
Gobble
Wine.com
Holabird Sports