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.