We don't really have any other choices in water deliver companies, however Primo has been very good. The delivery drivers are kind and professional. All instructions are followed. The cost is highe... See more
Company replied
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Review summary
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What people talk about most
Based on these reviews
There’s been a few issues since Primo has merged with Sierra Springs. I was delivered the wrong size bottle so scheduled the truck to pick up and replace immediately. Truck drove right by my house and... See more
Company replied
A couple of deliveries ago, we did not receive the Arrowhead bottles. I do not know if someone took them off the porch or the driver forgot. He has been great, so it might not be his fault. Can you g... See more
Company replied
I have been with Primo for several years because they bought out my original provider. Normally if I have a good driver everything is smooth but recently Primo merged with another... See more
Company replied
Company details
Written by the company
Primo Brands is a leading North American branded beverage company with a focus on healthy hydration, delivering sustainably and domestically sourced diversified offerings across products, formats, channels, price points, and consumer occasions, distributed in every state and Canada. Primo Brands has an extensive portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 200,000 retail outlets, including established billion-dollar brands, Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, and Zephyrhills®, purified brands including Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®. These brands are sold directly across retail channels, including mass food, convenience, natural, drug, wholesale, distributors, and home improvement, as well as food service accounts in North America. Primo Brands also has extensive direct-to-consumer offerings with its industry-leading line-up of innovative water dispensers, which create consumer connectivity through recurring water purchases across its Water Direct, Water Exchange and Water Refill businesses.
Contact info
United States
- water.com
High-Quality Water Delivered.
3.6
Average
9K reviews
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It is a good service
April 9, 2026
Reply from Primo Water
Thank you, Cordova, for sharing your feedback. We are glad to hear the service made a positive impression. Your support means a lot, and we appreciate you taking a moment to leave a review.
Billing is terrible
Billing is terrible. Billing come monthly for $47.90 and then periodically double billing come a few times a year. Suspicious 🧐
April 9, 2026
Reply from Primo Water
Hi Nicole. Thank you for sharing feedback about the billing pattern you noticed and the recent charges that appeared higher than expected. We do see the account details provided and have shared them with our team for review. An agent will be reaching out to connect with you and go over the account together.
They are very helpful when I need a…
They are very helpful when I need a question answered. Always on time when I need the water. Always polite when I call on the phone. The delivery service is always on time. Customer service is always polite
April 9, 2026
Reply from Primo Water
Hi Gloria! We really appreciate you sharing this. So glad our team has been helpful and dependable for you!
Great delivery service
Great delivery service, good customer service and a good quality product.
April 9, 2026
Reply from Primo Water
We appreciate the kind words, Ruggie!
I had an appointment scheduled TODAY…
I had an appointment scheduled TODAY (April 10) for Primo Water to pick up 6 empty 5-gallon bottles in NYC with a clear 9am–1pm window. No one showed up. When I called them they told me “don’t worry, they’ll be there by 6pm.” Still nothing. Now I check the website and they’ve magically moved the pickup to April 14th with ZERO notice or communication — even after I spoke to a representative on the phone! This is completely unacceptable. I took the entire day off work for this appointment. I lost a full day’s pay and wasted my time sitting around waiting because this company can’t be bothered to show up or even send a simple text/email that the date changed. How hard is it to respect people’s schedules when they have jobs and responsibilities? Primo Water / Primo Brands has zero accountability. Their scheduling system is broken, their drivers don’t show, and their customer service lies straight to your face while the website does whatever it wants. They have no problem wasting customers’ time and money but God forbid they actually fix their operations. If you value your time and your paycheck, stay far away from this company. They treat customers like we have nothing better to do than chase their broken promises. Fix your mess or get out of the business.
April 9, 2026
Unprompted review
Reply from Primo Water
Hi Marianne. Thank you for sharing details about the pickup scheduled, the time set aside during the window, and the later update showing a new date after your call. Our group would like to review the scheduling record and the pickup request more closely. Please email PBonlineReviews@primobrands.com referencing your review and include your account info so the appropriate team can look into this further and follow up.
Reply from Primo Water
Thanks for the feedback, Noel!
Primo Water in NYC stay away
I left this company long ago. They cannot be trusted anymore. I'm not even sure the water from Mountain valley spring water isn't just tap water. Many tested the water and found arsenic levels way above acceptable levels. I stopped using them also because they rarely honor their delivery date or time frame. They reschedule without notice. It's a company from hell. Stop using them or learn the hard way.
Update: Responding to the company’s reply
I'm not interested in having your company review anything. I sent your company my past account number. Nothing you say or do can undo the terrible experience I went through, and I posted this recent review because a close friend is currently going through similar experience and she will be cancelling her account. It's time people know the truth.
March 9, 2026
Unprompted review
Reply from Primo Water
Hi Vincent. Thank you for taking the time to share your perspective regarding past service, delivery timing concerns, and questions raised about product quality. Our team would appreciate the opportunity to review the details mentioned and provide further context. Please email PBonlineReviews@primobrands.com referencing your review and include your account info so the appropriate team can look into this further.
I enjoy every person who delivers my…
I enjoy every person who delivers my orders, they are friendly and on time.
April 9, 2026
Reply from Primo Water
We appreciate your positive feedback. We're happy to hear that you enjoy our friendly and punctual delivery service. Thank you for sharing your experiences with us!
We received a rotten bottle of water
We received a rotten bottle of water. We didn't know it was the water until we pulled it out of the dispenser. It had floating this in the 5 gallon bottle and had a terrible smell. We reached out to the company to remedy the situation and have not heard anything back. They have just ignored our request to remedy and prevent further incidents like this.
April 8, 2026
Unprompted review
Reply from Primo Water
Hi Tiffany. Thank you for bringing this to our attention and for sharing what you encountered with the bottle after removing it from the dispenser along with the follow up request you sent regarding the product. Our team would like to review the details and look into this further. Please email PBonlineReviews@primobrands.com referencing your review and include your account info so the appropriate team can follow up and assist.
Great selection of products
Great selection of products. Easy ordering and fast delivery.
April 10, 2026
Reply from Primo Water
We're happy you found a great variety of products! It's great to hear ordering was easy and delivery was fast. Thanks for your amazing feedback.
Reply from Primo Water
This is the type of feedback we love to see! It means a lot to know that your delivery guy has been so great to work with, Lisa. We hope we continue to make you happy. Thank you!
Terrible
Terrible. It is impossible to get answers through the automated system. It is actually a waste of time. Time. Time is impt for you as a business and for me as a customer. The system is flawed. Response time is the worst.
April 9, 2026
Reply from Primo Water
Hi Lewis. Thank you for taking the time to share feedback about the automated system and the time spent trying to reach assistance. We do see the account details provided and have shared them with our team for review. An agent will be reaching out to connect with you and continue the conversation.
I have been a customer forever
April 9, 2026
Reply from Primo Water
We appreciate your long-term support and are happy to have you as a customer. Thank you for your continued business!
I always called to find out when’s my…
I always called to find out when’s my delivery date and how much I have to have and they’re very helpful. I’m not good on the computer.
April 9, 2026
Reply from Primo Water
We're happy to hear that our team was so helpful when you called for your delivery date and amount due. We appreciate you taking the time to leave us this positive feedback, Wanda!
Reply from Primo Water
We are so happy our delivery person was friendly and efficient. This is the type of feedback we love to hear, and we hope we continue to impress you. We truly appreciate you taking the time to leave us this great feedback!
Messy scheduling
They change the dates of delivery and skip weeks without letting the customer know. Chat bots dont solve the problem, and when chatting with a human customer service, the person leaves the chat when the customer is typing.
April 9, 2026
Reply from Primo Water
Hi. Thank you for sharing feedback regarding the delivery timing and the recent chat interactions while trying to get assistance. We do see the account details provided and have shared them with our team. An agent will be reaching out to connect with you and review the situation more closely.
Great service
The help that was given in exchanging dispensers. Always on time. I can pause service and when I'm ready to start again, so are they.
April 9, 2026
Reply from Primo Water
We're happy to hear that you had a positive experience with our exchange process and service flexibility, Sharon. Thank you for your feedback; it's greatly appreciated!
If I could give it zero stars I would
If I could give it zero stars I would. We canceled our services in mid Feb 2026 because they have only dropped off full jugs and stopped picking up the empties. Once we ran out of full jugs, they stopped coming at all. Since they charge $8 per bottle and $20 per cooler, we were being charged for over a dozen empty bottles and coolers with no use for them. Here is it mid April and they keep pushing back our pickup appointment. They refuse to come get their stuff and we got tired of storing items. We refuse to pay anything. We finally put everything in the dumpster today.
April 10, 2026
Unprompted review
Reply from Primo Water
Hi. Thank you for sharing details about your canceled service, the remaining bottles and cooler, and the attempts to schedule a pickup that continued to move dates. Our team would like the opportunity to review the account and the equipment return noted in your message. Please email PBonlineReviews@primobrands.com referencing your review and include your account info so the appropriate team can take a closer look and follow up.
Sludge and "Stuff" in Water Jug
I purchased a jug of water that was full of "stuff" - slime, hair, unidentifiable stuff. Disgusting. Upon returning to store they stated they have seen this before, and have even seen sticks in the jugs.
April 1, 2026
Unprompted review
Reply from Primo Water
Hi Kim. Thank you for bringing this to our attention and for sharing what you encountered with the jug you purchased and the return experience at the store. Our team would like the chance to review the details further and gather more information about the product. Please email PBonlineReviews@primobrands.com referencing your review and include your account info so the appropriate team can follow up and assist.
Great service
Great service. Always received deliveries on time. Communication is great to keep me informed.
April 9, 2026
Reply from Primo Water
We're happy to hear that you had a great experience with our service! We appreciate your positive feedback about our on-time deliveries and communication. We hope we continue to keep you happy. Thank you so much!
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