I recently received a bottle with…
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.