Primo Water Refill & Exchange

Reviews

• LH

  Lauren Hunt

  May 23, 2025
  1.0
  Stay away! I never leave bad reviews but I am at my wits end after 6 weeks of back-and-forth with customer service and no resolution. In short, they made two unscheduled deliveries even after confirming the dates in writing. I have 10 extra 5 gallon jugs that they have failed to pickup 3 times now (again, after confirming). Absolutely zero assistance or offer to reimburse me for anything. If you look at their IG, there are hundreds of comments with the same exact issues. DON’T DO IT.
• BW

  Brittany Wagoner

  May 20, 2025
  1.0
  I am infuriated as I have already spoken with them and it continues to be garbage communication and incorrect deliveries. The month of April we did not receive our shipment at all. Like we didn’t get anything! Then come May we were told we’d get our delivery May 5th then that didn’t come and they rescheduled it for May 7th then that didn’t come either so now missing three shipments that kept getting pushed. Then finally they said we’d get our order on May 12th. It did show up, but then they double our order and delivered again just 7 days later! We were told that the one on May 12th would be our May delivery and we’d get our next shipment on June 9th and they charged us again! Now we have freaking 10 five gallon water jugs which is actually insane! What is going on with your company. I’ve been through a merger and this is sloppy and not helpful for a family. What am I supposed to do with that many jugs?!?!?! I’m so frustrated because it continues to be crap then before the merge it was great customer service!
• TR

  Taylor Runge

  Apr 26, 2025
  1.0
  I've been using primo brands for about 4 years now and since the merger it's been absolute TRASH! I spent 30 minutes last week just verifying that I had an account. Once my call was pushed to someone higher THEN they found my account. I schedule a pick up AND drop off for today - got email confirmation AND THE DELIVERY DID NOT COME.TODAY! for some reason they decided delivery on Friday is a good idea when everyone is out of office over the weekend - so I'm left without water that I expected. When I called the customer service number it says my # os not associated with any account!?!?!? I've been a part of company mergers before but there is ZERO excuse for this when dealing with people's water supply. Absolute trash. Come Monday when I can get a hold of them I will probably be on hold for 30 minutes so someone can transfer me just to "find my account" like last time. Genuinely a joke
• GF

  Gregorio Francois

  Apr 8, 2025
  1.0
  Primo Water earned this one. Without warning, I suddenly received SIX 5-gallon jugs of water on my doorstep—no email, no delivery notice, nothing. When I called to figure out what was going on, I was told my account was “in migration.” Not only was that never communicated to me, but it also led to total chaos in trying to track down my own account. It took multiple calls, getting transferred around, and finally someone told me the issue was that my address was in all caps… seriously? That was the reason no one could find my account for days? This is a basic service being run with zero attention to customer experience or operational efficiency. For a company whose job is to deliver water on schedule and keep accounts updated, Primo is shockingly unprofessional. If you’re considering their service—save yourself the headache and look elsewhere.

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