Primo Brands

Thank you so much for your recent letter, which bravely acknowledged that some customers may have experienced possible service disruptions while your organization boldly embarked on the heroic quest of network optimization.

As one of those lucky few whose deliveries evaporated, whose phone calls were swallowed by an abyss of hold music, and whose time was consumed by rescheduled promises that never arrived, I feel truly honored to be part of this Series of Unfortunate Events.

Your letter helpfully explained that these disruptions were due to increased pressure on delivery routes and customer support. Its reassuring to know that these mysterious pressuresclearly from the same shadowy forces that cause traffic jams, printer errors, and Monday morningsare entirely beyond anyones control, least of all yours.

I was especially moved by the complete lack of anything resembling an apology.

It's a bold strategyskip the whole sorry thing and just focus on what a great job you're going to do once the stars align. Confidence is key.

I also noticed that you've turned off comments on social media.

A wise move. When faced with dissatisfied customers, the best approach is always to unplug the microphone, draw the curtains, and whisper we value your loyalty into the void.

I look forward to your next letter, which I assume will inform me that my bottled water is currently being held hostage by time-traveling supply chain goblins, and that help is on the way just as soon as your PR department finishes its next vision board.

Warmest regards (and driest mouth),

Thirsty Customer #294,081

Over the past two months, my experience with Primo Brands has gone from bad to worse, largely due to their recent merger with ReadyRefresh. Initially, there was a month-long delay in my water deliveries, which I patiently accepted after being informed about the merger.

However, the real issues began when deliveries resumed. I was promised a courtesy delivery of three free gallons to make up for the delay, but instead, I ended up receiving multiple deliveries back-to-back, leaving me with an overwhelming amount of water that I couldnt store in my small apartment.

Contacting Primo Waters customer service was another frustrating ordeal. Every time I called, I was transferred from one agent to another, having to repeat my story multiple times. By the time I reached the third agent, I was exhaustedand this happened more than once.

Despite all my efforts, I ultimately decided to cancel my subscription because the experience was simply too frustrating.

I know that a representative may respond to this review with an apology and a request to please call us or send us a message with your phone number, but honestly, that doesnt change the experience Ive had.

P.S. As I was about to submit this review, I noticed that many other customers have reported the exact same problems: poor communication, excessive deliveries, incorrect charges, and difficulty getting through to a real person. Whats even more surprising is that the managers response to almost every review is identicalan apology and a vague request to contact them with your phone number. But they never say where to send it or whom to contact.

If youre truly offering help, please be specific: What number should we call?

What department or person should we message? Without that clarity, your responses feel like empty gestures.