Primo Water Customer Care Center

Reviews

• MM

  MKD

  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.
• KK

  Kurt

  Jun 19, 2025
  1.0
  Avoid. They will continuously skip your deliveries and say they'll have the driver reach out. They never do. I have had to call them practically every month for about a year now. We have had more missed/delayed/cancelled orders than we have received. Twice now, we did not have a delivery at all in March and they are not delivering to us in June either. For months, the driver also did not pick up our empty bottles when he delivered. Stay away from this company, they are not worth the headache
• KF

  Kk F.

  Feb 26, 2025
  1.0
  1 Star – Primo Water is a complete disaster DO NOT USE PRIMO WATER. Their service is beyond terrible—unreliable, unprofessional, and completely disrespectful of customers' time. I scheduled a pickup for my water dispenser on Feb 12—no one showed up, no call, no email, no notice. I contacted customer service, and they rescheduled me for Feb 25. Guess what? Again, no one came. On the morning of Feb 25, I checked my account and saw the appointment was still scheduled for that day. Then suddenly, at noon, it moved to Feb 26 without any notice. When I reached out to customer support, they told me they couldn't help and that I should call instead—what’s the point of online support then? Now it's Feb 26, 8 PM, and still no pickup. No call. No email. NOTHING. To make things worse, they kept charging my card because I couldn’t return the dispenser—due to their own repeated failures. I had to manually disable auto-pay to stop them from taking my money. Their website also crashed when I tried to check my delivery status, so I had no way to see what was going on. 🚨 Primo Water is a scam. They fail to provide the most basic service, ignore customers, and continue charging fees without fulfilling their obligations. If you value your time and money, stay far away from this company. We can see each review they will reply and send a email link to ask you to write to them, I sent email to them on Feb 12 which I never got a response, great job!
• BE

  B E

  Nov 3, 2024
  2.0
  Dec 2024 and January 2025/Walmart, 12610 US 19, Hudson, 34667- I added another picture for today's visit. I'm writing this on a Saturday and the website says your closed. Have you closed down permanently? The call center in Lakeland is 24 hr. Machine down again. Why don't you just remove the water dispenser so we aren't expecting to get water. PLEASE FIX OR REMOVE Nov. 2nd, 2024. Two of the many water dispensers, Walmart's in Hudson & Port Richey, are not properly maintained. Seems they're down more than working. Water got worse and worse tasting, to the point I stopped using it as it was NOT filtered. I tried Publix, and the one in the Walmart, PR, gas station, to only lose more money. First picture shows how the nozzle can't be lowered. Second, it's obvious, but an improvement. Brita ain't cutting it, so I went back today, to Walmart in Hudson, it was down AGAIN, then Port Richey. Plastic single water bottles are unhealthy, especially in the heat, bought some, using them sparingly. Sad, really, really sad. This company has really lost their vision. Reply to your reply. I've said the obvious. Someone is not doing their job. This has been happening more frequently in the last nine months, much more so in the last six. Fire those who maintain this area. They have taken advantage of the company's trust. Simple. No excuses here. One thing they're good at, is they are consistent. Last picture shows they FINALLY replaced their water dispenser with a new one around January 2025. I always like to give credit when due. So, one star increased to two.
• AM

  Al M

  Dec 28, 2023
  1.0
  12/2023-Initially we were very pleased with delivery, and we love the Mountain Valley water in glass jugs that we ordered. However, over the last couple months our delivery is inconsistent, causing us to run out of water. November 2023, our water delivery was weeks late, when it was finally delivered it was left 50+ feet from my home (5 gallon glass jugs are very heavy) and they didn't pick up the empty bottles when dropping off- so I'm still being charged for the bottle deposit which is $40+ for each jug. The most recent issue was December 2023 when the company rescheduled our delivery, twice, then on the delivery day I received a notification that my water was delivered. I checked my entire yard, and security cameras. However, no product was delivered. I contacted the company and informed them of the situation and told them I wanted to cancel my services. Easy enough. Two weeks later my bill came and I'm being charged for 12/14/2023 delivery that never occured. I've since contacted the company 3 times by phone and once by messaging through the app. My account is still not adjusted. I'm very frustrated and just want to move on from this experience. Please don't do business with this company. I've attempted to resolve it directly with the company but will be reaching out to the BBB to obtain assistance in finding a resolution. After many calls and follow up, they finally picked up their water bottles and fixed the billing on my account. I highly recommend NOT using this company for any services. Definitely a very rough experience.

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