Primo Water Refill & Exchange

Reviews

• LR

  L R

  May 2, 2026
  1.0
  I had been purchasing my water from Mountain Valley Spring Water for years, but after they were sold to Primo Brands, my experience became extremely disappointing. Without my permission or request, they delivered 7 extra water bottles to my house even though: * I had already received a delivery the previous week * I did not place a new order * I did not leave any empty bottles outside for exchange I immediately called customer service twice and explained the mistake. I specifically told them: * I did not need the extra bottles * Please pick them back up * Do not charge my credit card During both calls, they said they could not even properly find my account. Later, they picked up the 7 unopened bottles, yet I still received a bill for around $230 as if I had used the water — which I never touched. The only charge that should have applied was for the regular 5 water bottles delivered for my April service, because they picked up my empty bottles and left the usual replacement bottles. That delivery was expected and valid. The additional 7 bottles were completely unauthorized and were later returned unopened. This entire situation was caused by their own delivery and billing errors, but instead of correcting it properly, they attempted to overcharge me anyway. Very frustrating experience, especially after being a loyal customer for years. If this issue is not resolved correctly, I will cancel my service and stop purchasing from them altogether. And of course, I will not pay an incorrect bill for products I never ordered or used.

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