Primo Brands Delivery — Local services in Town of Ancram

Update 8/5/25 finally got through to regional rep named Cindy who was absolutely wonderful! Able to see all previous open tickets and calls. She was able to resolve issues in a few clicks and was so pleasant. Thanks CINDY!!!

Original review: Hoping this review gets someone's attention. Had no issues through Costco water delivery until Ready Refresh merged Primo. Now the Primo experience is awful, misleading, and the deliveries are constantly in error. Here is the list if faulty service points which have happened within the last 6-8 months since merging that I never had before through Ready Refresh.

Deliveries are always in error. Scheduled day ends up getting cancelled and rescheduled with no notification. Most recent delivery was cancelled BY COMPANY the day of delivery and rescheduled to 2 weeks later - WHAT!? We have sports, illnesses etc. and we are just supposed to to 2 weeks without because the company says so? OR this is fun - When I call to see where my delivery is, it shows on their end that it has been delivered or they tell my current delivery is cancelled and will resume on the scheduled date the next month, a MONTH later.

Customer service is abroad and reads a script and does not problem solve. They read my name and address TO me did not prompt me to say it - NO security protocol followed. They log onto my account dashboard and read what is on my dashboard even though I can see it myself. They they play a recording of click and taps to make it sound like they are fixing something. Say "it is fixed and should reflect within 24 hrs" or that someone will call to confirm/follow up. This has never once been true.

When customer service cannot help, they put you on hold and drop the call. This happened 4 different times to me after on phone 30+ minutes.

My dashboard no longer shows my accounts accurately. I am on tech ticket #4. Previously, my online credentials signed into a dashboard with my personal and business delivery addresses - I could toggle between both to manage my payments/deliveries etc. Due to a "system upgrade" and after several phone calls to customer service where someone tells me it has been rectified it still has NOT. I called to see if I can simply set up a separate log in for my business account but it says my phone # and email address is already associated with another address therefore cannot be used to access business. However, my business is associated with that phone # and email address sooooo..I am locked out. When I call Cust. Service for solutions to help me, see points #2 and #3. I guess it was off script :(

The merger is not going well and the switch to abroad customer service has a LOT of growing to do. I hope the regional reps and supervisors from Primo, Ready Refresh, and/or Costco look into this for an improved...

The delivery people are great. The water was fine. Prices were ok.

I had a negative review up here for several days because Crystal Rock appeared to be extorting me for hundreds of dollars. It took some doing, but essentially one of their customer service reps gave me a bad piece of info about a cooler that was at a different location under my name and I believed it was returned, so they charged me for a cooler that was not returned. What had happened is the person who has the cooler in his place started doing drugs and acting crazy, wouldn't let them get the cooler back after I had been told it was already returned, hence the unexplained charges.

They have been so reasonable and nice dealing with me that I have to give them a high rating. They are knocking 50% off the cooler if we cannot get it back from Sam and the customer service is courteous, patient, friendly.

I never had a problem with the product, everybody wanted it who sampled the water and their drivers were more than cool,...

Wow 4 month in a row they are bailed on my delivery I’m done thanks anyways a customer for years but things have changed. Delivery guys are always great but for the 3rd month in a row they delayed my automatic delivery. Not a huge deal. I was warned by delivery guys this was gonna happen because new company was making moves My BIG ISSUE … they have not credited me for returned bottles over the months and they have me at 9 bottles. I have 3 !!!! Called twice (lady said the discrepancy was too large and she would contact local manager and they would call me 24 hours….that was a month ago. I left 3 emails and no response. They are $5 each so it’s not all about the money but I bet nobody is being undercharged I will give this 1 shot and then cancel (most places are cheaper but the drivers are really great) Please don’t respond with more steps. JUST FIX IT Here is my account number...