Primo Water
Reviews and Complaints

Listen, I'm 36 years old. I've been a paying customer for a long timelong enough to know what good service looks like and, more importantly, what a complete and total clown show looks like. And what you people just put me through? That was a clown show, start to finish.

I had to call your customer service line SIX TIMES. Not two. Not three. Six. Do you know how much time that is? That's time I had to take out of my work day, time I had to spend on hold listening to your awful elevator music, and time I had to spend re-explaining the same damn problem over and over again to six different people who all sounded like they just started their job five minutes ago.

Let me walk you through the infuriating cycle I experienced, because this isn't about one bad agent; it's about a broken system:

Call 1 (The Transfer): The first person was nice enough, but after hearing my issuewhich wasn't even complex, mind youthey immediately said, "Oh, you need Technical Support." Click. Straight to a transfer, not a resolution.

Call 2 (The Wait): I waited on hold for 20 minutes for Technical Support. When I finally got someone, they informed me that they only handle new accounts and that I needed to talk to Existing Customer Support. Another transfer.

Call 3 (The Confusion): The third person, bless their heart, clearly didn't have the first clue what I was talking about. I spent 15 minutes spelling out the problem, only for them to suggest a completely irrelevant solution. They said they'd "escalate" it and someone would call me back in an hour. Spoiler Alert: Nobody called back.

Call 4 (The Restart): An hour and a half later, I called again. The new agent (the fourth one!) told me there were no notes in the system from the previous call. NO NOTES! So I had to start over. She promised to follow up, gave me a case number (finally!), and said she'd personally handle it. I felt hopeful for about five minutes.

Call 5 (The Dead End): I called back using the case number. The fifth agent couldn't find the case number. I read it to them three times. They insisted I must have the wrong number. They said the original issue was now locked behind a "special internal department" that only operates during certain hours. They couldn't connect me.

Call 6 (The Rage Quit): At this point, I was ready to throw my phone through a wall. The sixth agent tried to put me through the same basic troubleshooting steps as the first five. When I demanded to speak to a supervisor, they tried to send me back to Technical Support, completing the perfect circle of bureaucratic *** I hung up.

Here's the kicker: I still don't have an answer.

I haven't been given a resolution, a valid explanation, or even an accurate estimate of when my problem will be solved. All I've gotten is six separate agents passing the buck like it's a hot potato and wasting an hour of my valuable time.

This isn't customer service; it's an insult. It shows a complete lack of respect for your customers' time and a pathetic internal system where no one is accountable for anything. I expect better, I deserve better, and I'm not going to stop until someonea real person with actual authorityfixes this mess.

What exactly was the issue I needed solving? I want to know if this level of incompetence is unique to my specific problem or if this is just how your company operates day-to-day.

Signed up for the service in June 2025. Never came!

Called and quit the service in August. Delivery truck showed up on November 4th, 2025, with 4 bottles. The driver said, 'I just deliver,' and didn't want to hear anything about the company. I called at the beginning of December to see when they were coming again, and it has been a *** show.

Every time I call, they say I'm scheduled for tomorrow. That has been two a week all month. Nothing delivered. Talked to a supposed supervisor last Friday, December 19, 2025.

She called me back twice that day and said I was scheduled on the truck route for Monday, December 22, 2025, for a mid-day delivery. No show. No water. I'm done.

I'll find another company. I do not have time for incompetence.

I had started with Ready Fresh a few years ago. The prices kept going up, the delivery service would change last minute, and the customer service was horrific.

Once Primo took over, I finally cancelled my service and squared away my balance, so I thought. Now I'm getting charged after my service and pickup ended in May 2025 for the pickup and return of my machine: $112. I reached out to Ali on 10/27/25, and he said he would put in for a credit (ref. #7006****).

I am now getting collection texts. I called yesterday, on 11/19/25, and spoke to Mileyvi, who put me on hold to look into the matter, and I was transferred back to whoever picked up. After repeating my situation, he transferred me to their collections, where I was then given a machine to leave a message. So now I know a new name, but the same crap service.

You never speak to anyone from this country. So if you purchase a machine, buy it and refill the water at whatever stores offer it.

So upsetting dealing with this.

B.S.