In 8 months of poor customer service
In 8 months of service, I've had to call 3 separate times to figure out why our water isn't being delivered. Each call takes about 45-min to work through and at the end of the day it's their error in administration for why our water isn't arriving. The website portal provides 0 account or delivery information so essentially useless. This has been a VERY frustrating experience. I'd recommend working with any company but this one.
Elizabeth Rudkin
I cancelled my service a month ago
I cancelled my service a month ago. I’ve had at least six reschedules to come pick up the water cooler. They showed up once to pick up the empty bottles and left the cooler. I have a tiny front porch and not sure how long I need to hang onto this dispenser. I am so pissed!
Rachel Chapman
If I could give less then 1 star I…
If I could give less then 1 star I would. Delivery is very unreliable. Customer service is aweful. They just keep giving you a new day for delivery and it never comes. If this is how they run a business they will not be around for very long
michele lukasik
Primo is hands down one of the most…
Primo is hands down one of the most incompetent companies I’ve ever dealt with. I closed my account almost a year ago, and they’re still billing me every single month. It’s beyond ridiculous at this point. Their customer service is completely useless — every time I call or email, I get the same empty promise that “it’ll be taken care of,” and absolutely nothing ever happens. No follow-through, no accountability, no basic competence.Dealing with them feels like shouting into a void. Save yourself the aggravation and avoid this company entirely. You’d be better off finding literally any other option than wasting your time and money here.
Frank Ribeiro
Concerned Customer - I really like the Service but in last…
I really like the Service but in last than 2 months of service with Primo Brands Waterservice my charges have double with no explanation. 12/25/25 - I was charged $49.361/9/26 - I was charged $58.742/5/26 - I was charged 89.202/11/26 - I was charged another $7.07 I need to speak to a customer service manager asap because of several concerns..
Ecordero83
Water left as ordered.
Water left as ordered.
Molly
Accounting and Billing
I do not like your accounting and billing processess. It seems like I always owe money. On one webpage it tells you that you owe nothing at this time and on another it tells me i have to pay X amount to continue delivery. The water and deliveries are fine. Seems like this new buyer hasn't merged accounting systems very well. And i understand my bank mails you a check. I assume your billing system cant take electronic payments. As a result, I added my debit card to your system today, and ended up having to pay more than i owe. It was the only amount it would let me pay.
Al Donnell
This water delivery sucks
This water delivery sucks. Skipped multiple deliveries that they said were on their way. Delivered how ever many water bottles they wanted instead of the ordered amount. Raised my rates without telling me. Save yourself the headache and use a different company.
Anna Cerveny
Randomly skips deliveries with no resolution
They consistently promised and then skip deliveries, charge twice the price of the water in delivery fees, and while charging $100 for equipment cleaning. Customer service repeatedly promises management follow-up that never happens. Despite receiving 'out for delivery' notifications, the water never arrives, and no one shows up to resolve the issue. - If delivery is important to you, I would skip them.
Scott Pier
If I could give less than one start I…
If I could give less than one start I would.This company was an absolute failure to deliver water. for over 4 months. they kept charging my card for the water dispensary. I talked to a supervisor twice and they credit my account then said they would absolutely pick up the dispensary 2x in the following week; they did not and kept charging me again. I have blocked my credit card from them and they owe me around 100.
Scarlet Graham
Scam
Scam ! Scam !Month long delays, late fee charges …
Esmail
Matt my delivery guy is always on time…
Matt my delivery guy is always on time with my delivery and a very nice young man. He always brings it into my apt door for me and is very polite.
Marion
Clean,safe product
The delivery person is friendly as can be, conversates when delivering and is helpfulto delivery suggestions.
Canselo
I would not recommend signing up without getting everything clearly documented in writing.
I purchased Primo Brands water delivery service through BJ’s, and unfortunately my experience has been very disappointing. The seller informed me that the equipment would be free and that I would only need to pay for the water. That information was not accurate. After signing up, I discovered that the equipment was not actually free as stated.Additionally, I was told that I would receive a compensation card with credit back, as stipulated during the sale. That card was never provided. I also asked specifically whether I could change the amount of water required each month, and I was assured that I could adjust it as needed. However, once the account was set up, I realized that this setting is locked in the app and cannot be modified as promised.Overall, the sales information I received was misleading. I feel that I was not given transparent or accurate details before committing to the service. I would not recommend signing up without getting everything clearly documented in writing.
Rolando Ramirez Alejo
Stay Away!
Stay Away! Absolutely the worst. I had recurring deliveries turned off when I was dealing with the predecessor company, and when Primo took over they turned recurring orders on.I cancelled recurring orders via the chat support, and did not receive water for several months. Then, all of a sudden, I received another order. I called customer service and spoke to Brian. He confirmed that I had cancelled recurring orders but said, "when there is no activity for some time, they turn recurring orders back on." This time, I cancelled my account. I will buy my water elsewhere.
DAKNYC
Water contains mold
Water contains mold! The 5 gallon jars arrived with water that has green color. It raises a lot of questions and too bad I can't upload photos in here.
Maxim Razmakhin
Delivery is on time
Delivery is on time
Jane
Deliveries are always on time and…
Deliveries are always on time and delivered in a respectful manner! Thank you for yoir service.
Lorena
The water was tasty
The water was tasty
Betty Murph
Never received my water
Never received my water
Denise Bethley
