Review Insights · Google Play
My Water+
Primo Brands Corporation · 10,530 ratings · ★ 4.3
4.3
★★★★★
10,530 ratings
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Top complaints - extracted from 78 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"update"
26 negative reviews mention this · 33% of all complaints
★★★★★ "This app doesn't even work anymore. I can no longer sign in. There are no pending updates that could prevent me from signing in. I have to login to the browser to check and update my schedule now." - M A
2
"service"
17 negative reviews mention this · 22% of all complaints
★★★★★ "app doesnt work, same as website. terrible service.csnt reach anyone" - Gavin Fogg
3
"delivery"
15 negative reviews mention this · 19% of all complaints
★★★★★ "I can only access my account when using my pc. The app will not let me access my account, which is a huge problem. our delivery man is great. The water is ok. It sometimes tastes a bit stale." - Paula Parkhurst
4
"company"
15 negative reviews mention this · 19% of all complaints
★★★★★ "There has been no end of diminished customer service since this joke of a company took over the Costco deliveries. no phone number to call on their website, no notification when there was going to be a delivery despite all notifications set…" - Craig Schermerhorn
5
"install"
15 negative reviews mention this · 19% of all complaints
★★★★★ "was fine until it wasn't.. can't log in. reset password, nothing, deleted and reinstalled, nothing. called up Primo.. could not get it working... have to use the web to make changes or skip deliveries." - Whodat Letsgocaps
6
"account"
14 negative reviews mention this · 18% of all complaints
★★★★★ "impossible to sign in this app,I have an account with them and I can sign in online but when I tried to use the same credentials on the app it doesn't work, customer service takes for ever to answer and if they do they don't know what is go…" - Norge Lopez
7
"work"
12 negative reviews mention this · 15% of all complaints
★★★★★ "app doesnt work, same as website. terrible service.csnt reach anyone" - Gavin Fogg
8
"water"
12 negative reviews mention this · 15% of all complaints
★★★★★ "I can only access my account when using my pc. The app will not let me access my account, which is a huge problem. our delivery man is great. The water is ok. It sometimes tastes a bit stale." - Paula Parkhurst
9
"been"
12 negative reviews mention this · 15% of all complaints
★★★★★ "There has been no end of diminished customer service since this joke of a company took over the Costco deliveries. no phone number to call on their website, no notification when there was going to be a delivery despite all notifications set…" - Craig Schermerhorn
10
"phone"
12 negative reviews mention this · 15% of all complaints
★★★★★ "There has been no end of diminished customer service since this joke of a company took over the Costco deliveries. no phone number to call on their website, no notification when there was going to be a delivery despite all notifications set…" - Craig Schermerhorn
11
"customer"
8 negative reviews mention this · 10% of all complaints
★★★★★ "impossible to sign in this app,I have an account with them and I can sign in online but when I tried to use the same credentials on the app it doesn't work, customer service takes for ever to answer and if they do they don't know what is go…" - Norge Lopez
12
"anything"
8 negative reviews mention this · 10% of all complaints
★★★★★ "App is not user friendly. Can't update any products without calling to get them updated that way. After 3 deliveries, my account completely disappeared as if I never bought anything from them and can't get my account back." - Cameron Harris
📋 All 78 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
app doesnt work, same as website. terrible service.csnt reach anyone
doesn't work
impossible to sign in this app,I have an account with them and I can sign in online but when I tried to use the same credentials on the app it doesn't work, customer service takes for ever to answer and if they do they don't know what is going on,that's the reason that I am cancelling my service with them
no way to register for an account thru the app or online.
There has been no end of diminished customer service since this joke of a company took over the Costco deliveries. no phone number to call on their website, no notification when there was going to be a delivery despite all notifications set to on so we end up storing a bunch of empties and getting however many they decide to leave,I downloaded the app hoping to be able to contact them and immediately there's a banner saying we couldn't sign you in, contact customer service. There is none
With all the bad reviews you guys need to fix this app! why have an app if it doesn't work! doesn't make sense so fix it!
Fix the app we can't even login or contact support! Were paying you money. Try hiring a competent tech staff!
delivery logistics bad bad 👎 about the dispensary machine water very bad 👎
This app doesn't even work anymore. I can no longer sign in. There are no pending updates that could prevent me from signing in. I have to login to the browser to check and update my schedule now.
Cannot find the create an account?. It's asking me to sign in, I cannot sign in if it doesn't allow me to create an account
cant login even tho works on computer
can't log into the app. try with print, gives me red error saying it can't log me in at this time. I try with my username/pwd, still on the app, and it gives me the same message in red at the top. So I go to the website on browser, enter username/pwd and it logs me right in. what's up with the app?
Not working
The merger ruined it. You can't log in to this app anymore. They made you change your password on the WEBSITE (not through the app ofc) and now NEITHER of your passwords work. I have a card that I like to keep locked until payday and now because they've been trying to charge it for the auto pay, they wont let me charge it myself, unlocked, claiming its "invalid." Costumer support is NO HELP and immediately tried to sell me stuff I didnt ask for instead of helping. Fix ur 💩. 😮💨
tried your app and it won't let me on. says my email is wrong not
Misleading pricing and no refund. I was told bottles were $8.99 each (~$40 total) when signing up at Sam’s Club. I was charged $50, then another $75 the next day. Later told $50 was a deposit (never explained). I canceled, they picked up the bottles, and I received no refund at all. Very disappointing experience with Primo Water.
App is not user friendly. Can't update any products without calling to get them updated that way. After 3 deliveries, my account completely disappeared as if I never bought anything from them and can't get my account back.
Just about useless. I can't even find my account number on the app much less get anything updated. I went on there trying to change the water delivery frequency and nothing is doable on there. I called the 800 number and they don't even have my account listed.
this app locks me out if I miss my payment and forces me to call to make the payment instead of letting me do it in the app. terrible design and not user friendly. always under construction but never shows anything new.
blocking me from login
I had a lot of difficulties getting into my account, after the company switched owners. Also, they did not disclose that fact to customers until I asked.TERRIBLE customer service after that, I had difficulties understanding some customer service employees. They never followed through on dates for (item) pickups, even if it was their fault. I had enough and canceled the service. They didn't seem to know how to solve customer problems...
Do not sign up for the delivery service. I waited two weeks for the delivery, but the delivery date was pushed back. Tried calling to cancel my service but they were "Having issues" with loading my account. Now I'm being billed for a product I can't use.
this is by far one of the wise apps out there. using there web page is so much easier, I wish they would just delete this useless app!!
I signed up at Sam's and never received my order. Spoke with a agent on sight at SAMS signed up gave my information just to be feeling let down an it's a scheme
The app doesn't work the same as the employees at this company. The SECOND time I'm cancelling their service. I have CKD STAGE 3A and it has been like war to get a schedule CONDUCIVE to my needs. NOTHING complicated 5x5gal jugs once a month the beginning of the month. simple right❓. Not even close. As I'm writing this review 12/06 I have NO WATER. As I'm CANCELLING THEIR SERVICE the moron says- hope you recover and feel better soon 🙎🏾🤨😱 .
app dont work. their customer service didnt do anything. wouldn't even take payment. cant pay on the app. deleted my account a year ago and still no way to get a hold of anyone. ai scam business.
Awful service and false advertisement! This company is trash and advertises falsely. I ordered a dispenser 10 days ago, never got delivered, no one called. Didn't show up the next day. Called to cancel. Told me I can't cancel. I already paid the first payment up front. Refused to cancel service and give me a refund. Having to file a dispute with my bank to get my money back. Will be filing a complaint with BBB. Had to file a dispute with my bank in order to get my money back.
It doesn't show an accurate bill, and limits you on what you can do without calling customer service. Its basically pointless to use.
used for 3 years. 1st experience was bad but cust service fixed it. Issue with billing, again. if you like to be able to plan, this is not the service provider for you. things can and do get messed up. What the app shows is not what is going to happen on your delivery, necessarily. I will say the reps on the phone are kind. But the system itself just seems odd. not less expensive than just buying at the store. And the convenience is negated by having to watch the bills for issues.
So it's the last straw, they're trying to charge me for something I already paid for, then they went ahead and took the money out anyway after I canceled my subscription showing I have a $70 credit on an account that shouldn't exist anymore I live on a fixed income and now they've caused others to maybe not get paid and my account to get overdrawn. I warned them about this and they just don't care. They stole money from a disabled person. Do not use this service. contacting an attorney and Bank.
Once they merged with Arrowhead I stopped service from this company. Not only did they get all their bottles back and I even sent an order back. The refund from that 9/10/2025 charge never hit my account. I've talked and called and etc. So they can be all good when taking your money, but are HORRIBLE at ending service and refunds.
the app hasn't been working and can't get on account now. almost September and it still isn't working. have to call just to see if I'm getting a delivery and to pay bill. have spoke with your company many times and nothing has changed. notification of delivery and then not receiving anything. telling you that they can't come out on the app until next delivery Etc... unfortunately, canceled service with them today
never works
i canceled my membership over the phone and via the app they never delivered any water now they are sending me to collections do not use this service they got bought out for there terrible business practices I'm so furious rn it's been months and now they want to start sending false claims to collection see you in court
App is ok, but the company makes it hard to use it.
installed, but dont get me the option to get delivered or order nothing when I touch the order the app should down. only want is his mo ey be payed but never get my order the first time right , because my equipment they don carried, but I told him let the water, is I dint tell him let it, the water never been delivered ,mow no water no equipment and they expect pay for something that no is right been order or delivery.
¡this company continues being a consistent disappointment wasting my time!
They won't deliver your water anymore, since the "ready refresh" merger it takes 2-3 months of calling customer support to get ONE delivery. They always lie on the phone, the drivers will tell you it's their logistics team sending them all over the place, a teenager with a prius could deliver more water than this company. I fear they will never recover from this horrible mrrger. Athens, GA.
This is the worst app and one of the worst companies that I have ever dealt with. We had Absopure, and they were wonderful. We simply ordered water as we needed. Primo took over and scheduled regular deliveries as though we are a business. This app only gives you the option to cancel a delivery, but that simply moves it to the following week. It is a colossal waste of time to cancel orders that I never placed. Our water machine is from COSTCO, and we are so disappointed.
Says it's always under maintenance and you can't see anything in your account.
Disaster. After more than 2 years with little to no issue, I'm beginning to wonder if this is another company recently purchased by private equity and is being stripped for parts. Deliveries aren't showing up, despite the automated notifications still being sent to me the day before and the day of the delivery, saying to be ready by having my empties placed outside. Support has been completely unresponsive. I will likely be cancelling soon unless something drastic happens to improve things.
This app keeps on popping up when I'm reading or watching videos!
it was great when it worked. I'm unable to update the app, although it indicates to do so. it's useless now
Unable to update the app & always have issues with my order upon delivery. Even my Delivery Driver hates it and calls it pretty much useless.
The app does not work, and the service is horrible. I highly recommend frinding a different water delivery company.
won't update, app is never working correctly for help
As of 8/2 the app won't update. I uninstall the app and tried to download but it won't. FIX APP ASAP
the app stop working. it will not update so uninstall to try and reinstall and now it will not install at all.
tried repeatedly to install but always fails. it shows available in the Play store and I click on install and it downloads and then tries to install and then gives me an error saying unable to install on my device. I'm using a pixel 9 pro phone with the latest Android 16 update.
Has Stopped Working. Won't update, won't install. what's the point
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Sentiment summary
82%
Positive (4-5★)
2%
Neutral (3★)
16%
Negative (1-2★)