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Business Profile

Bottled Water Companies

Primo Brands

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

This profile includes complaints for Primo Brands's headquarters and its corporate-owned locations. To view all corporate locations, see

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Primo Brands has 92 locations, listed below.

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    Customer Complaints Summary

    • 2,373 total complaints in the last 3 years.
    • 1,188 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have received three bills for water service from Primo Brqnds that I did not request nor receive. I have tried to call the company, but was unable to reach a customer service representative. I am requesting cancellation of the service and the bill to be canceled. Thank you.

      Business Response

      Date: 08/04/2025

      Dear ****,

      I am responding to you regarding your complaint filed with the Better Business Bureau. 

      I have closed the account per your request. The balance on the account has been adjusted to $0.00 effective today, 8/4/25.

      Should you have any further concerns, please feel free to reach out to me. I am happy to assist you.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 08/04/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      **** ******

    • Initial Complaint

      Date:08/04/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ready refresh has been purchased by primo brands. They shipped me a skipped order and I had to call customer service to have them refund me because they charged my card. They told me they could not remove or unenroll me from autopay and that they would cancel all future orders a refund me the 90 dollars they charged me for something I didn’t order. They also just raised prices again on customers when the price was just raised in Feb from ReadyRefresh. They also didn’t cancel all future orders but have them on skip so worried they will keep charging my account. I want my account cancel asap and then to remove my data including autopay and my credit card from their system. They claim you cancel do this on your account but there’s no option available.

      Business Response

      Date: 08/04/2025

      Dear *********,

      I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this inconvenience. 

      I can confirm that the account has been closed per your request. A final pickup is scheduled for 8/15/25. I have also requested that your payment information be deleted from the account. This can take up to 3 business days to be reflected.

      Please let me know if you have any questions. I am happy to assist you.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 08/04/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      *** ******

    • Initial Complaint

      Date:08/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In early July, we received an invoice dated 6/26/2025 (Invoice #*************) for an account (#*********) that was closed at our request in September of 2021. This account has not been reopened by our company and all bills were previously paid at the close of the account.

      The June invoice included a "previous balance" of $12.00 and a paper invoice fee of $6.00. Per the instructions on the invoice, we submitted a written dispute and mailed the dispute on 7/8/2025 to the specified address of: Primo Brands, ** *** ****** ******* ******** ** *****.

      We recently received a new invoice dated 7/26/2025 (Invoice #*************) with a "previous balance" of $18.00 and an "Administrative Fee" of $6.00 for a total balance of $24.00. We were not contacted regarding the letter sent disputing the invoice.

      We are requesting these erroneous invoices be eliminated and that the account #********* be fully closed as requested in 2021. We will not being doing business with this company ever again due to past questionable billing and business practices that have seemingly re-emerged four years later.

      All copies of correspondence mentioned above are attached to this complaint.

      Business Response

      Date: 08/01/2025

      Dear ****.

      I am responding to you regarding your complaint filed with the Better Business Bureau. I would first like to apologize for this error.

      I have adjusted the balance on the account to $0.00. No further billing will apply.

      Should you have any further concerns, please feel free to reach out to me. 

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 08/01/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      **** ****** ********* *** ******** ****

    • Initial Complaint

      Date:08/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 30th, 2025, I was schedule to receive a delivery of four (4) 5 gallon ******** ****** Spring water bottles. I had also left 5 empty bottles to be removed by the driver in order to be credited back the $40 per bottle deposit required.
      The driver delivered 2 bottles, took only 3 of the empty bottles, BUT reported with a picture to confirm that they delivered four(4) new bottles of water. The picture is of the 2 new bottles, and the 2 empty bottles they left behind. I was charged for 4 new bottles and the bottle deposits.
      I have spoken with Customer Service 5 times since the above date, and with a supervisor or escalation specialist twice on phone calls lasting over an hour (waiting and talking).
      After viewing the delivery picture which clearly shows 2 empty bottles, we are all in agreement that I should be refunded for the never delivered 2 bottles and a bottle deposit, approximately $120.
      In my 5th phone call speaking to the Escalation Specialist, I was assured all would be resolved by Friday, July 25th and would see the refund deposit in my bank account.
      I don't understand what the delay is and why the delivery person did this. They clearly knew that they were taking a picture of 2 empty and 2 full bottles when they reported they delivered 4 new, full water bottles. I am not accepting any further deliveries because I cannot trust this won't happen again! I would like my refund immediately.

      Business Response

      Date: 08/01/2025

      Dear *****,

      I am responding to you regarding your complaint filed with the Better Business Bureau. I apologize that your refund has not yet processed. 

      I have processed this refund for you. You will see this reflected back to your card on file within 5 business days. 

      Please feel free to reach out to me if there are any concerns. I am happy to assist you further.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 08/02/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if the refund actually posts to my account. They have given me assurances before that it would be done but it was never done.



      Sincerely,



      ***** *******

    • Initial Complaint

      Date:07/31/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I’ve exhausted all means by contacting you in every which way I can. I was owed a credit if $250 on my account. At this point you all have not replied to my messages calls or emails nor chats. I was promised the credit but then realized you guys deceived me and the invoice you have fraudenltly altered will prove this because I have all my Inovices. I know I only owe $62.97. I’ve done all I could to reach you and resolve this issue. But you instead what to send me to collections for water not received. I have videos on my **** *** and also pictures and text with the driver. I will be contacting the BBB and the ***** ******** ******** I will not be scammed by a company that I’ve used for 11 years. Like I said before I will be posting my invoice on ******* and *** ***… so that other customers will notice this and realize what’s going on. This is illegal and deceptive business practice! This is not acceptable!
      You have not taken NO effort to reach out to me to resolve this issue. I will do what I have to do, to resolve this by other means. Even if I have to also contact my local media. This is downright wrong and illegal!


      ********* ****
      On Jul 29, 2025, at 11:47 AM, Primo Brands wrote:

      ?
      Hi, ********* ****,
      Login to Your Account
      Ready Refresh Logo
      Important notification regarding your account.

      ********* ****
      ***** **** ****** ** *** ***
      ******** ** **********
      Date: 07/29/2025
      Account Number: 8720150139
      Amount Due: $317.39

      Dear ********* ****;

      Every effort has been made through friendly reminders and/or phone calls to notify you of the extreme delinquency of your account with Primo Brands.

      This is our last attempt to notify you of your delinquent account. The next notice you receive will be from a collection agency unless your balance is paid in full immediately.

      If payment is not received immediately, we may exercise our rights under law and/or under the Terms and Conditions of our Service Agreement, including,










      ©

      Business Response

      Date: 07/31/2025

      Dear *********,

      I am responding to you regarding your complaint filed with the Better Business Bureau. 

      I have adjusted $250.00 from the due balance for you. The current balance is $67.39. You will see this reflected on your account in 24 hours.

      Please let me know if you have any further questions. I am happy to assist you. 


      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 07/31/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ********* ****

    • Initial Complaint

      Date:07/30/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company doesn't seem to know what it's doing since the Primo takeover from Readyfresh. They were supposed to deliver 3 bottles of water June 3, 2025 and pick up any remaining bottles left on the f***t porch area. That never happened, yet they claim to have delivered ONE bottle and picked up two empties. Not true! All I want is to have my account cleared of the supposed amount owed, empty bottles picked up so I'm not charged for them, and account closed completely. I've tried calling but no one ever answers. I'm not staying on hold for an hour. Emailing at least got a response that they messed up and apologized, but they never corrected the problem, even after 2 or 3 follow up emails. I sent a paper letter to them via US Mail two weeks ago stating all of this with no response. I cancelled my form of payment as I don't want to have to try and recover money for things I've not received. Whoever is in charge of this new company isn't doing a good job. I've read MANY one star reviews that have the same or similar complaints.

      Business Response

      Date: 07/30/2025

      Dear ***,

      I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this matter.

      The balance on the account has been adjusted to $0.00. The account is closed, and no further billing will apply. 

      Should you have any further concerns, please feel free to reach out to me directly.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 07/30/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      *** *******

    • Initial Complaint

      Date:07/29/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Charges for services not rendered

      Business Response

      Date: 07/29/2025

      Good afternoon, 

      It appears that your account is not merged with Primo Brands. It is still under ***** ******. You will need to contact them directly at ###-###-####.

      I apologize for any inconvenience. 

      Sincerely,

      Darcy A***

      Digital Communications Manager

      *************************

    • Initial Complaint

      Date:07/29/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer of ****** ******* for over a decade, ready fresh took over and for both businesses I could always reach someone to inquire about my orders. Primo has taken over apparently and all their numbers lead to dead ends. I’ve tried reaching them for over a month (a June 1 delivery was delayed )and all I’ve received were a few generic emails about having patience. My order was delayed over 3 weeks without any communication and I still can’t get thru to anyone to find out why my scheduled delivery did not turn up yesterday.

      Business Response

      Date: 07/29/2025

      Dear ********, 

      I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this inconvenience. 

      There have been operational challenges in many areas since the company merger. This has caused delivery delays and route realignments nationally. At this time your delivery is set to arrive for you tomorrow, 7/30/25.

      Please feel free to reach out to me directly if there are any concerns. I am happy to assist you.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

    • Initial Complaint

      Date:07/29/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We cancelled our account and they continue to deliver water and charge us. Customer service is non existent.

      Business Response

      Date: 07/29/2025

      **** ******

      I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this matter. 

      I can confirm that the account has been closed per your request. I have adjusted the cost for the delivery completed on 7/28/25. No further billing will apply.

      Please feel free to reach out to me directly. I am happy to assist you.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

      Customer Answer

      Date: 07/29/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ********

    • Initial Complaint

      Date:07/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had been using the ******* ******* (under Primo) water delivery service for years. I had scheduled monthly water delivery service of their 5 Gallon Spring Water bottles following their portal/website to manage my account and view future deliveries. On this site I had also selected email and phone notification of upcoming water deliveries with reminders so that I can have empty bottles prepared for pick up and ensure the accuracy of the order based on need. Sometime between June 20th and June 28th Primo with their new portal modified my existing delivery schedule I had reviewed and set up through August to every 2 weeks delivery of 3 or 4 bottles. To my surprise Primo delivered three 5 Gallon water bottles on Saturday June 30th without any notice by email or phone and this left me with 8 bottles of water after I had just received my June delivery earlier in the month. I logged into my account on their portal and this was when I saw my modified delivery schedule and change of product quantities ordered that I did not authorize. I checked my email (spam) and phone and did not find any call or correspondence from the company about an upcoming delivery, changes to my delivery schedule, or change to my account. I was also charged for this delivery.I contacted the company on Monday June 30th and after over an hour of waiting on the phone and skipping past AI customer service I requested cancellation of services and a pick up on the bottles I had along with a refund for the delivery on the 28th I did not authorize. The company stated they could not pick until Monday July 14th. This date came I had all the bottles out ready to go and no one came, I logged in the next day seeing the pick up was now for the 15th, and again no pick up was made, I called customer service who stated they "guarantee pick up on Wednesday the 16th." This also did not happen. Now the date has been changed to the 18th, 21st, 23rd, 25th, and 28th with no refund and no update from the company.

      Business Response

      Date: 07/28/2025

      Dear ********,

      I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for this matter. 

      I can confirm that the account has been closed per your request. I have adjusted the disputed charge in the amount of $57.46. Your card on file will be refunded within 5 business days. If you wish, you can dispose of the empty bottles. You are no longer responsible for them,

      Please feel free to reach out to me directly. I am happy to assist you further.

      Sincerely, 

      Darcy A***
      Digital Communication Specialist
      *************************

    Primo Brands is NOT a BBB Accredited Business.

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