A few months ago, I signed up to use Primo Water / Sparkletts when I saw their kiosk set up at Costco on Dallas Pkwy. I had been using ReadyRefresh just a little prior to signing up with them and cancelled their services because they never delivered on time and kept re-scheduling their orders all the time.

I was skeptical about using a service, but since they were associated with Costco (and I have never had a bad experience as far as Costco services are concerned), I decided to go ahead and subscribe. I had a pretty decent experience with them the first couple of times. They delivered on time, as promised. ONLY the first couple of times.

I continued using them for 4 more months after. After the first couple of times, they began rescheduling orders too. At first, it wasn't too bad - they rescheduled by a couple of days, which was fine. For the past 2 months they have never even gotten CLOSE to getting an order to you on time. But that's not the part that makes their service abysmal. Here's what happens, each and every time:

• Order (scheduled for every 2 weeks by default) gets confirmed both on the app and through a phone call.
• I place all my empty cans outside for them to pick up and drop off the replenished ones.
• On the day of the delivery, the app still reflects the current date as the order date.
• Water does not get delivered on the order date at all.
• I check the app the next day, and there is no semblance of the order at all. No email or message or phone call or update on the app letting me know that the order has been rescheduled/cancelled.
• I contact customer service to find out, and they immediately mention that they are unable to see the order. I tell them that I have e-mail and SMS confirmation, along with screenshots. They THEN dig and find out that the branch which was supposed to deliver the order cancelled/rescheduled the order.
• They try to contact the branch, and claim there's no response from them (whether that's true is something I'm unsure of).
• I follow up with them over the course of the next few days, and they promise to deliver each day and fail miserably.
• Eventually they turn up 1.5 weeks later with water.
• Subsequent auto-scheduled delivery comes up about 4 days later, and the same cycle begins.
• Services (when rescheduled for a weekend - automatically) will leave you high-and-dry with no way to even contact customer service since they're only reachable Mon-Fri.

I've not incurred any monetary loss because of these delays, but having to entrust a water delivery service that does not deliver is frustrating, and I keep having to go back to H-E-B or Whole Foods to get a refill anyway.

If anyone has better recommendations for a reliable water service (already tried ReadyRefresh and ended up with similar service), please do let me know. I'd be happy to give them a try. I live in the Plano area, quite close to H-E-B.

TLDR: Be prepared for abysmal service if you decide to engage with Primo / Sparkletts Water Delivery service, even if they are associated with Costco; Orders will be rescheduled/cancelled without any intimation. Customer service CANNOT help you as the service is handled by local branches who are not held liable at all.