Primo Water Refill & Exchange

Reviews

• ZM

  Zack Mills

  Dec 29, 2025
  1.0
  If I could give this company 0 stars, I would. Hands down the worst experience I've ever had as a paying customer to any service in my whole life. 0/10 would reccomend. I was signed up by a young sales representative at Costco. When I signed up we saw the cost of the water deliveries and said, "We don't want to pay that much for water." He said that was fine, he showed us how to go online to Primo water and turn deliveries off. I put my card info into the database when I signed up. Fast forward to months later when they were attempting to charge my account for the first payment. Their system lost my payment info (I never deleted it out, we just set up our account and left it.) They sent my account into collections due to not being able to process the payment because they lost my payment info. I had to work for hours with their customer service team and the debt collectors that they sent my account to. I had my account reinstated with Primo after them collecting my payment info over the phone, and settling up with the debt collector. I told the customer service agent that reinstated my account that I do not want water deliveries through Primo. Surprise surprise, they tried to deliver me water today (this is one month after being reinstated with them.) I call them to tell them about my continued frustrations with them, and that I want to opt out of water deliveries cause I get my water at Sprouts and Home Depot for a fraction of the cost. The customer service agent then tried telling me that I "cannot opt out of deliveries, that I must get water delivered through them to be able to use their dispenser." (which a pay monthly for.) I was given the worst customer service experiences possible through Primo and their team. From being signed up in an unethical way, to the poor customer service that they provide. They do not have the proper infrastructure to run a business of this scale. One visit to their website, you will be met with nothing but error messages and a non-operable site that they expect customers to use. The only way to actually get through to them is to speak with their lack luster customer service team. 0/10 reccomendation 10/10 chances of problems 100% avoid this business.

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