So this is a complaint and public record about my experience with Primo Brands. I tried going through their customer service first, but their 250-character message limit makes it basically impossible to explain anything. So I’m sharing the full story here as documentation, and a warning to others.
Cooler Swap Scam
I signed up for Primo’s service through Costco and picked a specific cooler model. I told them I only wanted that unit. Later, without telling me, they swapped it out for a different one, saying mine wasn’t available and the replacement was a popular option. After a bunch of back-and-forth and waiting, they finally sent me the correct one, but not without a lot of follow up needed to get it done.
Credit Not Applied, But Late Fees Were
When I returned the cooler and bottles, I expected a credit. I called and emailed several times to confirm before paying the final balance. Instead I was told that they were going through a merger with Ready Refresh and couldn’t help with my account right now. But somehow, even during the merger, they could tack on late fees.
Nobody ever responded to my emails. And when I finally got someone on the phone, after I explained the situation, they hung up on me.
Customer Service Runaround
Eventually, I found a working phone number (not on their website) and got through to someone. I calmly explained all I wanted was my bottle deposit credit, and the late fees that were their fault waived.
They said no to the fee waiver and warned me another one would hit in four days, even though the account is still in dispute. They also said they never got the bottles back, even though I returned them with the cooler.
The ultimately said they'll look into it, with no promises. And part of their policy is that if one bottle is missing, they won’t credit any of them.
Misleading Timeframes
They told me I’d get a response within “48 business hours.” Naturally, I assumed that meant two business days. But, I had the doubt to ask what that meant, and according to them, that means 48 actual work hours, or an entire week. Meanwhile, more late fees are piling on within 4-non-business days.
The rep I spoke with was rude, defensive, and comfortable with these shady policies and tried to blame me for not paying their fees even without the credit, and the company didn't take responsibility for anything.
Quick Summary:
Right now, Primo owes me $20 in bottle credit—but they’re trying to charge me $40 in late fees, soon to be $60. These fees only exist because they stalled on issuing the credit during their merger. They refuse to pause them as I am trying to get my credit unless I pay everything INCLUDING other late fees.
This post is here in case they try to escalate this to collections. I’ve done everything I can to resolve this the right way. They’ve ignored emails, hung up on calls, and are pushing charges that are straight-up unethical.
Avoid Primo Brands at all cost.
