Primo Water Refill & Exchange

Reviews

• AC

  Annette Castaneda

  Aug 21, 2026
  1.0
  I've been a customer for some time, and unfortunately, I've had repeated problems with deliveries from this company, including incomplete orders and deliveries being left at the wrong location. I had previously reported issues with the driver and thought the situation had finally been resolved. Unfortunately, I experienced another serious problem this month. My scheduled delivery was somehow cancelled, even though I never requested a cancellation. There was no phone call or email notifying me of the cancellation, and my account indicated that I had requested it. When I contacted customer service, the first representative told me the earliest available delivery was a week later. They also never addressed my question about who had actually cancelled my order. I called again and was told the company couldn't determine why the delivery had been cancelled, but that they would expedite my delivery for Thursday. I was also told that my complaint was being escalated to an operations manager who would contact me. No one ever did. Later that evening, I noticed that my empty water bottles had been removed. After reviewing my security cameras, I saw the same driver I had previously complained about picking them up. Because customer service was closed, I couldn't immediately find out what was happening. I waited for the promised Thursday delivery, but it never arrived. When I contacted customer service again, I was told the driver was actually supposed to deliver the water on Wednesday—the same day he picked up my empty bottles. That clearly hadn't happened. I was then told the issue was actually caused by a shortage at the regional warehouse. Again, there was no call, email, or other notification explaining this to me. At this point, I have been left without my normal water supply and have to spend approximately $10 per bottle at Lowe's to get water until my next scheduled delivery on Tuesday. After all of this, I asked what the company was going to do to compensate me for the inconvenience. I was offered two free bottles and told my delivery would occur Tuesday—the same delivery date I was originally given. The problem isn't simply that a delivery was delayed. It's the repeated lack of communication, conflicting explanations, failure to follow through on escalations, and the fact that I had to repeatedly contact customer service just to find out what was happening with an order I never cancelled. I've been a paying customer and don't expect perfection. I do expect accurate information, communication when there is a problem, and for the company to take responsibility when something goes wrong. After this experience, I genuinely question whether my business is valued.