Review Insights · App Store
My Water+
DS Services Of America, Inc. · 43,152 ratings · ★ 4.9
4.9
★★★★★
43,152 ratings
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Top complaints - extracted from 70 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
"service"
31 negative reviews mention this · 44% of all complaints
★★★★★ "DO NOT USE. The worst customer service experience I’ve ever had to unfortunate pleasure of dealing with. They don’t care if your deliveries aren’t right or get double charged for the cooler rental. Almost impossible to get a hold of a real person to tr…" - BigNeech31
2
"delivery"
31 negative reviews mention this · 44% of all complaints
★★★★★ "Garbage company. Yet again they changed my delivery with no notification. Just skipped it yet again. Takes a week to get back on calendar. They are changing to another app / company again. You really can’t count on this company, if you have any other option…" - Edonz
3
"water"
25 negative reviews mention this · 36% of all complaints
★★★★★ "False advertisement. Worst service. Employee at Costco said it was free the first month. Turn out they charged me 50 dollars in that month just for water" - Quỳnhh Hươnggg
4
"customer"
18 negative reviews mention this · 26% of all complaints
★★★★★ "DO NOT USE. The worst customer service experience I’ve ever had to unfortunate pleasure of dealing with. They don’t care if your deliveries aren’t right or get double charged for the cooler rental. Almost impossible to get a hold of a real person to tr…" - BigNeech31
5
"company"
16 negative reviews mention this · 23% of all complaints
★★★★★ "Garbage company. Yet again they changed my delivery with no notification. Just skipped it yet again. Takes a week to get back on calendar. They are changing to another app / company again. You really can’t count on this company, if you have any other option…" - Edonz
6
"account"
14 negative reviews mention this · 20% of all complaints
★★★★★ "Worthless app to match its billing service. App never loads, won’t connect to billing of account only when delivery is. Always says error." - blissclean
7
"customer service"
13 negative reviews mention this · 19% of all complaints
★★★★★ "DO NOT USE. The worst customer service experience I’ve ever had to unfortunate pleasure of dealing with. They don’t care if your deliveries aren’t right or get double charged for the cooler rental. Almost impossible to get a hold of a real person to tr…" - BigNeech31
8
"cancel"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Don’t get scammed. Ready refresh was a great company. Primo is full of underhanded tactics and will take your money without providing any services. They have been charging me for over a year. Took hundreds of dollars in deposit money and have now sent me to c…" - aubs_t
9
"doesn"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Doesn’t work. I get an error message every time I login. It is not possible to change any delivery or anything. I have no trouble logging in but once you login now you get us an error message and cannot make any changes to any interface within the app." - danimalpanda
10
"primo"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Don’t get scammed. Ready refresh was a great company. Primo is full of underhanded tactics and will take your money without providing any services. They have been charging me for over a year. Took hundreds of dollars in deposit money and have now sent me to c…" - aubs_t
11
"been"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Don’t get scammed. Ready refresh was a great company. Primo is full of underhanded tactics and will take your money without providing any services. They have been charging me for over a year. Took hundreds of dollars in deposit money and have now sent me to c…" - aubs_t
12
"every"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Doesn’t work. I get an error message every time I login. It is not possible to change any delivery or anything. I have no trouble logging in but once you login now you get us an error message and cannot make any changes to any interface within the app." - danimalpanda
📋 All 70 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").
DO NOT USE
The worst customer service experience I’ve ever had to unfortunate pleasure of dealing with. They don’t care if your deliveries aren’t right or get double charged for the cooler rental. Almost impossible to get a hold of a real person to try and even resolve it. Then when you finally do, they won’t even help you. Horrible experience, would not recommend!
False advertisement
Worst service. Employee at Costco said it was free the first month. Turn out they charged me 50 dollars in that month just for water
Garbage company
Yet again they changed my delivery with no notification. Just skipped it yet again. Takes a week to get back on calendar. They are changing to another app / company again. You really can’t count on this company, if you have any other options you should use the other option.
Don’t get scammed
Ready refresh was a great company. Primo is full of underhanded tactics and will take your money without providing any services. They have been charging me for over a year. Took hundreds of dollars in deposit money and have now sent me to collections cause I had to CANCEL my card to get them to stop charging me. I’ve collectively spent 8 hours on the phone to get this resolved. Have told me several times that the issue would be resolved just for them to do absolutely nothing and keep billing me. Do not use this company unless you enjoy your hard earned money being taken for nothing in return
Worthless app to match its billing service
App never loads, won’t connect to billing of account only when delivery is. Always says error.
1 in roughly 20 deliveries are correct
They charge fraudulent numbers, short orders and extort delivery fees. Terrible service that won’t even talk to you. Avoid these criminals
Doesn’t work
I get an error message every time I login. It is not possible to change any delivery or anything. I have no trouble logging in but once you login now you get us an error message and cannot make any changes to any interface within the app.
Head and bottom
Apparently some people’s head is playing with their bottoms because since July I have called 4 times to cancel service but they are keep billing me! 3 times scheduled to pick up their out of service despenser, I waited all day, they didn’t show up!
They even emailed me they have picked it up, I showed them picture that It’s waiting outside !by the trash!, they are keep billing me!also glitch in the app, they didn’t show submit button hides behind the keyboard and unable to send Trent about situation! I don’t have time to call again!..
They even emailed me they have picked it up, I showed them picture that It’s waiting outside !by the trash!, they are keep billing me!also glitch in the app, they didn’t show submit button hides behind the keyboard and unable to send Trent about situation! I don’t have time to call again!..
Gone downhill horribly this year
The app doesn’t work anymore, and the prices have increased multiple times in 2025 on all parts of the order: delivery, bottle rental charges and water, and all to just be given gross subpar Arrowhead water instead of the Spatklettes water I signed up for. Multiple delivery issues this year too: bottles claimed to be delivered when they weren’t and double charges for orders. Avoid like the plague.
There is no way to cancel your account.
The app is full of dark ux patterns. You can never cancel your service.
Worst app ever
Won’t even load
Day of my delivery they changed it *UPDATED*
*UPDATE* I received a callback. They did not fix the issue. They offered nothing to make up for the issue. They then changed the day back to the original. 0/10 Customer service
*Orginal* They changed the day of my delivery the day if my delivery. Then of course they closed so nothing I can do. They just decided "I’m not delivering today he can wait a week. Oh and I’m going to change the day of the week" UNPROFESSIONAL
*Orginal* They changed the day of my delivery the day if my delivery. Then of course they closed so nothing I can do. They just decided "I’m not delivering today he can wait a week. Oh and I’m going to change the day of the week" UNPROFESSIONAL
Okay app; Bad service
Primo was very hard to deal with. After multiple attempts and calling into customer service, they were not able to make delivery to me for almost a full month. This was caused by a shipping address change. They could not figure it out so I ended up canceling my service. App is okay.
Really bad service
Really bad service, too generous to give one start, the delivery and bills always have issues! Do not choose them!
Service has gone downhill
I’ve used Primo water for the last couple years and they were great until the last couple months. I’ve been on a recurring one 5gal bottle every 2 weeks and now all of the sudden they’re sending me 2-3 bottles every 2 weeks even though it says on my account I’m on a one 5gal bottle order and if I cancel a delivery they still drop off multiple bottles and charge me. Customer service is a disaster, if you try and contact via message on the app they never respond and on the phone it’s someone who barely speaks English. Absolute nightmare of a company.
The worst service I’ve ever had
I had my previous company ready refresh for 5 years with no issues, and when they got absorbed by Primo everything has gone wrong.
I have been without water for one month now. They keep saying my delivery came, but nobody has come yet. I was supposed to get a new machine replaced. I put my old machine out. They took my old machine, but did not give me a new machine. No one can help me. My deliveries have been rescheduled 3 times and no one showed. No one can answer any of my questions about my account or why my app is telling me I’m getting deliveries when I’m not. I am extremely disappointed and now I’m canceling my service and I’m being told that it’s a $50 charge to cancel my service even though the reason I’m canceling my service is because nothing I’m paying for is getting done. I have no machine or water now. My app is still staying I am scheduled for deliveries and there is no option to cancel or reschedule them. I have talked to customer support six times now on the phone and no one can give me the same answer. Everyone’s answer is different. I cannot get a confirmation my account is closed and that I will no longer be charged. I am extremely disappointed and dissatisfied with primo.
I have been without water for one month now. They keep saying my delivery came, but nobody has come yet. I was supposed to get a new machine replaced. I put my old machine out. They took my old machine, but did not give me a new machine. No one can help me. My deliveries have been rescheduled 3 times and no one showed. No one can answer any of my questions about my account or why my app is telling me I’m getting deliveries when I’m not. I am extremely disappointed and now I’m canceling my service and I’m being told that it’s a $50 charge to cancel my service even though the reason I’m canceling my service is because nothing I’m paying for is getting done. I have no machine or water now. My app is still staying I am scheduled for deliveries and there is no option to cancel or reschedule them. I have talked to customer support six times now on the phone and no one can give me the same answer. Everyone’s answer is different. I cannot get a confirmation my account is closed and that I will no longer be charged. I am extremely disappointed and dissatisfied with primo.
Scam
They will charge you to cancel the account, be aware. If you don’t pay they will send the account to collections.
Ugly Service
They cancelled twice my delivery with no reason no notice, I am shame on your services! Worse than the third world country.
Terrible Service
1. They secretly raise prices and hope you never notice on your invoice
2. They never deliver the water you actually ordered
3. They don’t communicate when a delivery can’t/won’t be made
I wish they didn’t have a monopoly on spring water delivery in my area.
2. They never deliver the water you actually ordered
3. They don’t communicate when a delivery can’t/won’t be made
I wish they didn’t have a monopoly on spring water delivery in my area.
Mountain Valley = poison
Mountain Valley lab tests confirm 40X the recommended amounts of arsenic in their water and they don’t care an ounce. Do not purchase ANYTHING from this company, they do not care about you.
Scam stay away
They fail to deliver and there is no way to reach customer support in the app or over phone. It was a great brand before acquisition. Stay away.
app not working at all
It keeps exiting when I click my delivery and always show maintenance going on
Primo Water
This company has been a major pain! They have communication problems. They never delivered the water when they said they would. I cannot get them to pick up the cooler and extra water bottles. I have requested them to pick them up for over a month and they failed to pick them up, I have contacted them twice and now I have given up. The problem is they will continue to bill me when I am not using it. I’m done calling them, I’ve tried!
Horrible service
If you’re going to buy up all the local water delivery services that used to be 100% reliable, the very least you could do is manage to deliver water. Apparently that is asking too much. Delivery date changed three times this week, then suddenly the next delivery is two weeks out again (*and* it says the delivery supposedly in a week was marked as skipped, which I absolutely did not do.)
Horrible, awful, company destroying small businesses and then failing to do their job. Avoid at all costs.
Horrible, awful, company destroying small businesses and then failing to do their job. Avoid at all costs.
Awful Service
Need to take a day off work to contact someone from customer service. Cancelled service and scheduled a pickup on a Friday. No pickup called on Tuesday and was told our account was not cancelled and there was a water delivery scheduled for the next day. But, there was a Note that showed our schedule for equipment pickup but no reason they didn’t show. No we must wait 2 and a half weeks to schedule another pickup. Even though they were supposed to come out tomorrow. Customer Service said they had no way of contacting local vendors. Pretty amazing. Also don’t know how the App has 4.9 stars when most are 1 star ratings
Broken
I can’t get the app to open any longer since the update
Where’s the water?
No water for over a month
Primo Brands is the WORST
Primo bought out every local water delivery company. They bill whatever they want for whatever water they feel like giving you. They don’t let you cancel service.
Primo deserves all the hate.
Primo deserves all the hate.
Awful app and service
Service is ok if you plan to keep it. But it has gotten too expensive to keep when compared to other options. Good luck canceling service. I receive phone notifications regarding deliveries but somehow they do not recognize my number when trying to call and speak with a live agent. Pressing zero didn’t help. This app is terrible when sending them a message. It constantly asked me if I wanted to allow paste even though I wasn’t trying to paste anything. Highly annoying. More annoying is that they use a bot service to assist you. These bot services are nowhere near ready. As of now I am having to skip deliveries while I wait for a response from them to cancel service since it doesn’t seem to be a direct option via the app.
Skip’s delivery
Zero stars if I could
Glitchy, bad customer experience
Login, account management all awful.
Worst customer service
Since the marriage two months ago, the new app became useless. I’ve been waiting for my delivery for 40 days now ,i called spent 20 hour plus waiting for a solution but until today I could not reach someone with the ability to fix my issue. I’ve sent emails called and text no solution. The app doesn’t not work the support team are useless
Skipped deliveries
Would not ever order from this company again if I didn’t have to. I order glass 5 gallon bottles and I have to schedule delivery every 2 weeks based on what their company wants. I pay $120 every 2 weeks for (2) 5 gallon jugs that are more often than not skipped. The driver had the courtesy of calling me on the day of this skipped shipment when he was already in front of my house to tell me production had stopped and was estimated delivery next week. Next week comes around and I have no water again, I text the driver and he tells me the same thing. This is not the first time this has happened and each time you will never know unless you contact them first. This company will NOT comp you for any inconvenience they’ve caused nor will they call, email, or text to update you that your order is going to be pushed back. I stare at 3 empty jugs for 2 weeks at a time more often than not. They’re the absolute worst
Poor Customer Service/ Poor Service Provided
I have had the service for three months and had nothing but issues with the delivery and set up. The day I should have had my service initiated didn’t happen and was rescheduled without informing me. Then the driver dropped off the equipment without setting it up. The driver came back a month later to set up with major negative attitude. The next delivery they brought the wrong bottle of water and too many. My account was charged the full price and of course I had auto pay set so they took their money with no remorse. The hold time on the phone is more than 25 minutes every time I call. The app always gives an error when you are attempting to manager your account be it change the service, skip a delivery or get live chat support. Today I’ve been on hold for 50 minutes. It’s a Thursday and I started the call at 4pm. No reason for the delay in my opinion. I highly would not recommend this service to anyone nor the app.
Terrible App
Terrible app and incompetent drivers. They never adhere to how many gallons you request.
RUN AWAY
DO NOT SIGN UP FOR WATER DELIVERY WITH THIS COMPANY!! There is no way to reach someone. When calling the number you are on infinite hold, I have waited nearly 1 hour before disconnecting. Chat is unavailable. Messaging just gives you an AI response. NO WAY TO CANCEL SERVICE.
Can’t login
Every time open this app, the only thing I saw is a logo page
Constantly broken
I’ve used Primo Water for 2 years, and honestly, their app has been unusable at least half the time. Most days it won’t even open, and the website often doesn’t load either. I’ve had to call customer service just to check basic order or delivery info, which defeats the purpose of having an app. There’s nothing fancy in the app, so I really don’t understand why it’s always crashing. At this point, I brace myself for disappointment every time I tap the icon.
Worst Water Delivery Co.
One Star is Too Generous - Primo Water is a Disaster
If you’re thinking about signing up with Primo Water, save yourself the headache and don’t. I ran out of water twice. Not once-twice. I used their app to schedule extra deliveries. Nothing. No water. No explanation. Just radio silence while I sat there staring at an empty jug like a fool.
Desperate, I tried to call them. Big mistake. What I got was a mind-numbing phone tree that led to an offshore call center where no one could even pull up my account. It’s like customer service is just a rumor over there. Remember when companies actually picked up the phone and helped you? Yeah, Primo doesn’t.
Then, while trying to log into my account to see what went wrong, I was greeted by some cryptic message about a merger and couldn’t log in at all. That’s the final straw. This company is disorganized, unresponsive, and flat-out careless with basic customer needs.
In contrast: I called a local water delivery company. A real person - the owner - picked up on the second ring. His son delivered eight bottles of clean, cold water the next day. That, folks, is called service. Something Primo Water has clearly never heard of.
I’m done. Primo, you’ve lost my business for good - and anyone else who asks me about you will hear this story. Get it together or get out of the game.
⸻
If you’re thinking about signing up with Primo Water, save yourself the headache and don’t. I ran out of water twice. Not once-twice. I used their app to schedule extra deliveries. Nothing. No water. No explanation. Just radio silence while I sat there staring at an empty jug like a fool.
Desperate, I tried to call them. Big mistake. What I got was a mind-numbing phone tree that led to an offshore call center where no one could even pull up my account. It’s like customer service is just a rumor over there. Remember when companies actually picked up the phone and helped you? Yeah, Primo doesn’t.
Then, while trying to log into my account to see what went wrong, I was greeted by some cryptic message about a merger and couldn’t log in at all. That’s the final straw. This company is disorganized, unresponsive, and flat-out careless with basic customer needs.
In contrast: I called a local water delivery company. A real person - the owner - picked up on the second ring. His son delivered eight bottles of clean, cold water the next day. That, folks, is called service. Something Primo Water has clearly never heard of.
I’m done. Primo, you’ve lost my business for good - and anyone else who asks me about you will hear this story. Get it together or get out of the game.
⸻
If you want to be aggravated
This app is a waste of time. Sparklettes used to leave a VM the day before delivery and it was one and done- every time- and reliable. Since this app has arrived, we have not gotten any water and the delivery date continues to move further and further out. I’m out of water and patience. Primo it is not.
No la recomiendo para nada
Precios caros cantidad, cuando devuelves las botellas no te descuentan el dinero automático, tratan de Colarte entregas a toda costa, una ves que quieres cerrar el servicio se tardan el tiempo que les da la gana para ir a recoger el articulo, haciendo a uno perder días por gusto esperando, no lo recomiendo para nada, mucho mejor cómprate una máquina dispensadora por market place y busca tus propias botellas mil veces mejor q esta aplicación.
Actual scam
Do not sign up with these people. Don’t sign up at their little stands at Costco or Sam’s Club. They make it actually impossible to cancel or change service. When I called to cancel they kept me on hold for over an hour, then finally transferred me to a collection’s agency(????) for some unknown reason, even the collection’s agency didn’t know. THIS IS A SCAM
You need to pick up the bottles and return my credits
I don’t know who wrote all the positive reviews but this is definitely a terrible company which made it impossible to close my account. Nobody has showed up to pick up the empty bottles after a month I scheduled the final pick up and closing of the account. Had to make so many calls and each time they apologized but the problem was never solved.
No new to primo button on IOS
Just trying to set up my account , but very difficult to sign up if there is no “new to primo” link that’s shown in the picture…
AP doesn’t Work
Tried 3 times and each time I log in nothing happens
No New Subscribers Login
I just recently downloaded this app. And no where on it is the capability to create a login for new subscribers.
With former company 3 years
Very poorly designed and confusing app. It has run me around in circles. Trying to correct a problem for 3 days. Still not corrected.
Beware of over charging and useless customer service.
This is the first bad review I’ve ever had to leave anywhere. I made a purchase for about $30, to my surprise I was instead charged $50 and then another $30 that same week. Customer service were unhelpful and transferred me to a closed department, when I finally got ahold of someone else, they refused to resolve my issue, stated that the $50 was “holding for accounts” which was never mentioned on the bill!!! I have screenshots of the amount I was supposed to pay and nowhere did it say that. They refused to pick up the product and refund my money, unless the bottle was empty. Which in that case I would still be charged for the purchase.
Buy your water elsewhere, this is a scam.
Buy your water elsewhere, this is a scam.
Horrible App
Ever since update and company merge nothing works. New customer service transferred me to team handling established accounts and I was on hold for 30 mins before I hung up. All I wanted to do was add an extra delivery day. We just went to Albertsons and got more jugs there for the same cost. If app and customer service doesn’t get sorted soon, we will be cancelling service.
Worst app
This worst app I ever used and water+ prime is worst ever customer support you can imagine
+ 20 more in the clipboard copy
Sentiment summary
99%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)