Primo Brands Delivery

Reviews

• AG

  Angel Gomez

  Sep 8, 2026
  1.0
  I don’t know what happened to the old company after this dumb merger. Now everything is different. Deliveries for me still come on time but the prices have gotten ridiculous. I used to pay for three 5 gallons water at $45 - $50. Now the bill has gotten to $80 after this merger. Not only that the company recently charged me for $100. Check app no invoice for me to see why they charged more. Here is the kicker I called customer service to see if I could find out why, they told me they don’t see the breakdown of my invoice. I was in the phone for almost an hour. Just kept saying can you hold on, can you hold on, can you hold on!!????!! Finally they will call me back within 48 hours!? Hahaha. They can bill me for something but I can’t have an invoice?! If you can charge me I believe you should get an invoice when you are charged.
• AN

  Ali Nemati

  Aug 27, 2026
  1.0
  I called to cancel my water delivery and asked them to come pick up their equipment. They told me to just keep it, and they never actually closed my account. A month or two later — no deliveries, no service — a $7 charge showed up. I called again, disputed it, and asked once more for pickup. That time they did come get the equipment, but they wouldn't take the charge off. Now I have a delinquency notice threatening collections and credit reporting over $7 nobody has ever explained to me, and it mentions the replacement value of equipment they already have back in their possession. The staff on the phone were polite enough, but nothing got fixed. If you're thinking about cancelling, get everything in writing and keep your case numbers.
• 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