Primo Water - Horrible Customer Service

One star is about 5 too many for Primo.

Ever since Primo took over ReadyRefresh, I have had NOTHING but issues, problems, headaches, and drama. In over a year, ONE delivery went as scheduled.

When Primo first took over, because they chose to cut most of the ReadyRefresh staff, including delivery drivers, deliveries were delayed and rescheduled without any notification; you wouldn't know until the end of the day of the promised day that it wouldn't come.

Then there was the impossibility of reaching customer service.

They hid the ReadyRefresh customer service number in favor of their own (which is understandable, since it is now Primo), and you could not get ahold of ANYONE. There was no online customer service through Primo. You could never get a representative through chat.

You couldn't reach anyone by phone. I finally figured out if I called the READYREFRESH lines I was able to get someone.

Then there were billing issues because the dispenser fee got separated from the water and delivery fees, which caused problems because I never knew when I'd have my debit card hit and am on a tight budget.

So deliveries would be canceled without notification, even though the day of the delivery it would say they'd deliver.

The ReadyRefresh driver I had was THE BEST. He was always happy, polite, would offer help in getting the bottles to the right place if you were elderly or had a disability, gave advice on how to keep things running smoothly. These Primo drivers are ~think: donkeys~.

In the past, I had 5 bottles waiting outside my door -- they never even picked them up. I had to chase down the driver to get them picked up.

I asked a different Primo driver if he could just put the bottles just past my door inside because I had just had surgery and couldn't lift them, and they couldn't stay outside my already limited area outside my apartment door. This guy was pissed because it meant he had to put his phone conversation on hold for ten seconds. He was actually MAD... Seriously?

I have had more promotions on my account than you'd find at Walmart for Christmas.

Finally, I had enough. No promotion or retention offer could keep me after my dispenser was being replaced and the original dispenser picked up and the degenerate driver didn't even make contact to pick up the old dispenser.

He was supposed to deliver 6 bottles, but delivered four. He initially had the 6 being delivered until I said that I had photos and video proving otherwise. Leaving the dispenser outside my door with the wrong number of bottles being delivered, not even knocking on the door or ringing the Google Nest Video Doorbell to let me know it was there, no attempt at retrieving the other dispenser...

that was it.

It was the final nail in the coffin.

They wanted to deliver the other bottles a week later, as if my life revolves around waiting for Primo. No! That only made me more angry, and I told them I had other obligations, and they had to pick everything up the next day or I'd dispose of them.

Then they wanted to charge me a "reconditioning fee" for the dispenser. HAH!

I told them because I am canceling for more than enough reasons I would dispute it if they even tried to charge me the fee.

So she waived it.

Avoid this company at all costs.

Preferred solution (updated):

1) Primo to reimburse all funds owed immediately,

2) Primo provide a letter on company letterhead stating:

(a) no debts are owed and all obligations satisfied --AND--

(b) (1) Primo to provide a PRECISE, GUARANTEED, two-hour window for their arrival to pick up their equipment including both dispensers, the five empty bottles, and five full bottles of water --AND-- (2) They are NOT IN ANY WAY, SIZE, SHAPE, OR FORM allowed to empty on the property; where they do so is up to them, but it is not to be on neither the property nor street where I live --AND-- (3) If this time period is missed, then I shall have the authority, discretion, and right to dispose of all of said equipment without penalty or assignment and they, and any future assigns, shall waive all reimbursement, now and forever, OR (4) letter in writing stating that I have the authority and ability to dispose of the equipment should they not wish to come retrieve it , --AND--. (5) It be understood that I live in an apartment building. I cannot leave equipment in the common areas obstructing walkways or access points of other tenants or creating a potential hazard; additionally, I cannot be responsible for property that is not within my sole control, to wit, within my apartment.

If Primo wishes this to be left in an unsecure area, then they must agree to waive my responsibility for the equipment's return and condition thereof.

Primo shall have SEVEN business days to accept, decline, or offer another remedy. If no remedy is received within that time, or if they fail to honor such agreement, it shall be deemed an acceptance of my terms listed above.