ReadyRefresh review: Payment not applied, bottle deposit not applied, unresolved issues 4 weeks later, no delivery, wrong order, mischarged

As soon as the company merged, they turned to trash.

We’ve been loyal customers of Primo for over four years, but ever since the merger, the service has completely fallen apart. They missed our delivery and bottle pickup for an entire month. When they finally did show up, we returned 21 empty bottles and received ZERO credit.

Our standing order is 6 bottles every two weeks—they showed up with 16 bottles. We ordered a brand they actively advertise online for $12.99/bottle. Instead, they showed up with Arrowhead bottles, which their own website lists at $8.99/bottle. To make matters worse, they never informed us that they don’t actually offer the brand we ordered in our area, but still charged us the higher price—a $4.00 per bottle difference.

We've spoken to countless employees and no one can get it right. Our account still hasn’t been credited for the $126.00 bottle deposits or the $24.00 product overcharge. We paid $223.00 in April, provided proof of payment three times, and yet they refuse to apply it to our account. We even offered to re-issue the check, but they declined.

On top of all this, they change your order and delivery schedule without authorization, charge late fees, and refuse to provide an updated invoice that reflects the necessary adjustments. Every conversation is a new excuse. Then, the next day, we receive threatening emails from their collections department claiming they’ve “been trying to contact us.”

Now they’re demanding $724.74 from us. Below is a direct copy-paste of the intimidation email they sent:

*"Every effort has been made through friendly reminders and/or phone calls to notify you of the delinquency of your account with Primo Brands.

At this time we must insist that you pay the full balance upon receipt of this notice. If payment is not received within thirty days of the date of this notice, we may exercise our rights under law and/or under the Terms and Conditions of our Service Agreement, including, but not limited to:

Assessment of late fees

Suspension of deliveries

Assessment of full replacement value of all 3 or 5 gallon bottles

Assessment of full replacement value of all rented equipment
(Note: All warranties will be null and void)

Please note failure to comply with payment of your full balance at this time may also result in your account being forwarded to a collection agency. Our collection agency may report to multiple credit bureaus, so please take a moment to protect your credit rating by making full payment at this time."*
Mind you, we returned 22 bottles that we paid a deposit on and got ZERO dollars back in credits. The invoices don’t itemize anything like they did before the merger. It’s just a lump sum with no transparency.

This is 100% the worst company—DO NOT USE THEM. Also, if BBB accreditation matters to you, they are not accredited.

The incompetence, lack of accountability, and borderline fraudulent billing practices are a clear sign: stay far away.