Primo Brands Delivery

Reviews

• DJ

  Dr Janiece Jackson

  Aug 11, 2026
  1.0
  Totally disturbed and would not recommend this brand to anyone. Bottom load not dispensing water. Suddenly I'm told that there is no one in my area tor service but I get a delivery. This is egregious. I will use this time now to let everyone know about this poor practice and lack of professionalism. Dr. Jackson
• TL

  Temi Latinwo

  Jul 15, 2026
  2.0
  2 Stars Thank you for your response. I appreciate you taking the time to reply. I actually submitted a detailed message through my online Primo account before posting this review but haven’t yet received a response. I’ll also send the information to the email address you provided. My biggest concern isn’t the water itself—it’s the noticeable decline in the quality of the 5-gallon bottles. I’m hopeful Primo Brands will consider returning to a more durable bottle design because the current bottles collapse while being used in a bottom-loading dispenser. We’ve been loyal customers for many years, and I’d really like to see this issue addressed. We’ve been loyal Hinckley Springs customers for many years, and after the transition to Primo Brands, we’ve noticed a significant decline in quality. To Primo’s credit, we initially experienced delivery problems during the transition, but customer service eventually worked with us and resolved those issues. I appreciate that they made the effort to correct the delivery problem. However, the biggest issue now is the quality of the 5-gallon water bottles. The newer bottles are noticeably thinner than the ones we received for years under Hinckley Springs. As water is dispensed from the bottom-loading cooler, the vacuum created inside the bottle causes the bottle walls to collapse inward. We’ve never had this problem with the older, heavier bottles. The new bottles appear to be made from a much thinner plastic, and the difference is obvious. While the water itself continues to taste great, the packaging has become a disappointment. Reusable 5-gallon bottles should be durable enough to withstand normal use in a bottom-loading dispenser without collapsing. After doing some research, I also discovered that many other longtime customers have reported problems since the Primo transition. The complaints commonly mention missed deliveries, scheduling issues, billing concerns, customer service challenges, and declining overall service quality. While my own delivery issue was eventually resolved, it’s concerning to see so many customers reporting similar frustrations. (Better Business Bureau) My hope is that Primo Brands will invest in higher-quality reusable bottles like those Hinckley Springs previously supplied. Longtime customers notice these changes, and quality matters. I hope this feedback is taken constructively because I’d like to remain a customer, but the bottle quality needs to improve.
• JW

  johnny walters

  Jul 14, 2026
  5.0
  Easy delivery and pickup
• MS

  M Shafer

  Jun 29, 2026
  1.0
  My deliveries keep getting canceled with zero notice; they keep giving me water that isn’t what I’m supposed to get delivered or have set up to be delivered and it’s been 6 months and they still haven’t gotten the Aquaflo replacement delivered either. And we’ve had numerous delivery drivers; high turnover rate obviously for route drivers. These are just a few frustrations I’ve dealt with for the past year. Their customer service is horrible; they say they will respond in 2 business days but that never happens. Good luck getting an actual person. I wish there was another company to deal with for water delivery because this one is getting worse and worse. I don’t recommend using Primo. It may start out good like mine did at first and then it’s all down hill a few months later.
• GP

  Gabriela K. Chawla, Real Estate Professional

  Jun 22, 2026
  1.0
  I would not recommend Primo Brands based on my experience. Over the course of several months, I contacted customer service multiple times and spent well over an hour on the phone during each interaction trying to resolve a very simple issue. During a business transition, Primo Brands repeatedly delivered 5-gallon water bottles that were never requested. Our office is relatively small, and the bottles created clutter, took up valuable space, and became a potential safety hazard as employees had to navigate around them. I repeatedly requested that the unopened bottles be removed. On two separate occasions, I was assured that pickup had been scheduled. However, when delivery personnel arrived, they refused to take the full bottles. Meanwhile, additional bottles continued to appear. At one point, we had approximately ten 5-gallon bottles sitting in the office, some for months. No reasonable business wants to serve water that has been sitting for an extended period, especially when storage conditions are less than ideal. To make matters worse, our account continued to be charged, and no one seemed able to provide answers or take ownership of the problem. Every conversation resulted in promises, but no action. What is most disappointing is not the original mistake, it is the complete lack of follow-through, accountability, and responsiveness. A company can recover from an error, but it is very difficult to overlook repeated assurances that are never honored. The level of customer service I experienced was unacceptable, and unfortunately, I cannot recommend Primo Brands to other businesses.