Primo Water Customer Care Center

Reviews

• MD

  Marykay Dadetto

  Jan 6, 2026
  1.0
  11 year loyal customer (scott) had a locked in rate on 6 bottles with once a mth delivery because I got tired of being ripped off with increased delivery fee from 5.00 to 14.99 outrageous & constant bottle increases every 4 mths without our knowledge. Now company changed hands again for the worst. So I had to call 3 times, work from home employees dont care, one crying baby, another dog barking. After 5 calls an an escalation to bring my 14.99 delivery back to 9.99 for once a month service got declined - I now terminated crystal/primo. Walmart only charges 5.00 for delivery of the same non purified water with better tds reading then crystal being zero tds on there purified water which is bad for humans to consume pure osmosis water tds 0, which is used for saltwater tanks only. Do Not use primo or crystal water delivery, switch to Walmart and 5 gals of 1 gallon bottles is still cheaper even if Walmart delivers for free with membership the membership is paid for with what these delivery fees yearly are 180.00. Why should we the consumer pay for your company going bankrupt. We will pour our 1 gallons into our 5 gal jug & still use our dispenser. Primo/crystal owes me $80.00 diff or more for zero notification on our increases for 2025 & that is the only way this review will be removed. Glad our billing headache of constant calling in is done. We will save 20+ dollars a mth & close to 300.00 a year allowing walmart purified water to be delivered to our home half the headache half the cost & better purified water. goodbye! ((Ps to customers dont go to zepherhills cause they merged with primo)). Goodbye.
• DC

  Department Cummins

  Dec 26, 2025
  1.0
  Terrible customer service. I can never get a honest response regarding delivery.
• KN

  Karrie Nowell

  Dec 1, 2025
  2.0
  The Tulsa, Oklahoma branch SUCKS at their job. November 2025, I leave out 5 bottles, I come back home to find 3 bottles. Had to wait an entire week to get the other 2 AND they charged an additional delivery fee, that went up from $10 to $15. December 2025, again I leave out 5 bottles but this time they only leave 2. After numerous calls and only getting the call center and the “promise” of an escalation, I hang up disappointed. They attempted to assure me that the other 3 bottles would be delivered the following Monday, without a delivery fee. I am calling the Lakeland, Florida BBB to lodge a complaint.
• JS

  Joe Smith

  Dec 1, 2025
  2.0
  Over filled bottles spill in the floor make a mess with every bottle change. I’ve called and written this problem many times and apparently Primo can’t fix it or doesn’t care. I’m looking for another vendor.
• CD

  Clarice Domenici

  Nov 4, 2025
  1.0
  I can’t even describe how absolutely pissed off I am with this company. This whole thing was supposed to make my life easier, I’m pregnant and can’t be lifting heavy packs of water or gallons from the store. That’s the whole reason I paid for a damn delivery service. I ordered two Pure Life Purified Water 5-gallon bottles. My delivery was supposed to arrive on October 30th, but I didn’t get anything until November 3rd, which forced me to go to the store anyway to buy water in the meantime. When the order finally arrived, they delivered only one 5-gallon spring water bottle. I called customer service and spent a ridiculous 50 minutes on the phone trying to fix this mess, just to be told they didn’t even have the water I ordered! Then the rep tried to charge me almost $4 more for a different brand, like, are you kidding me? I told her absolutely not, I don’t give a damn about the brand, I just want purified water like I ordered. She couldn’t help me and said she had to send an email that probably wouldn’t even get answered soon. Meaning I’d have to go buy more damn water myself again. After wasting almost an hour, I begged them to just cancel my account and give me my money back. That led to another 20-minute wait to talk to the cancellation department. When I finally got someone, the lady was unbelievably rude and sarcastic on the phone. She told me they couldn’t cancel until someone came to pick up the wrong bottle on Wednesday, fine, whatever, the damn bottle is here. But today I wake up to an email saying I was charged $35.03 for this piece of crap spring water that I never even ordered! I already paid $28.98 for the water that never showed up, and now I’m being charged again for this bullshit mistake?! This company is completely incompetent. My very first delivery turned into nothing but headaches, wasted time, and endless phone calls to their useless customer service. You people are an absolute joke. I’d give you zero stars if I could. One star is the lowest possible, and even that feels like too much for you.

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