I wanted a Primo water cooler before I left the United States and kept putting it off. I’m glad this was one of my first purchases post moving to England. The cooler works perfectly and it’s wonderful... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Top loading machine constantly leaks - we have had 4 machines so far through our supplier and each time there has been an issue. The taps either don't turn off fully (they're made from cheap flimsy pl... See more
Company replied
Here are our details as requested. Thank you for your quick response Your Shipment #000001356 for Order #000026116 Shipped By Tracking Number UPS Springwise 1ZFV2307... See more
Company replied
There was unfortunately a small mistake with my order but once I reported it, it was dealt with appropriately. Mistakes happen, but how you handle them is all the difference, especially when you o... See more
Company replied
Company details
Information provided by various external sources
Offering a simple solution to your hydration needs: Great-looking water coolers, British mineral water, and our WIFI enabled 'Hydrate Dash Button'
Contact info
TN22 3HW, Nutley, United Kingdom
- hydrate.direct
2.7
Poor
63 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This stuff is junk
This stuff is junk. I have a right to say so after buying 4 dispensers in a year. I don't get how a company today gets away with making and selling such junk. It isnt right. But my choice right. NEWVER AGAIN Primo. Youve gotten the last dollar from my pocket.
10 May 2023
Unprompted review
Reply from Hydrate Direct
Good morning, I am sorry that you have had a bad experience. Please can you provide me with some more information so that I can try and help you? I will message you through Trustpilot. Your experience certainly does not reflect that of many of our customers and I would like to see how I can help.
I bought one of Primo water dispensers…
I bought one of Primo water dispensers and I think they really good quality. Shipping was really fast ( international). One thing to improve - customer service telephone number for Poland is not existing anymore. Anyway I can recommend it.
12 April 2023
Reply from Hydrate Direct
Dear customer, thank you so much for taking the time to leave a review and such a good one too. We had not realised the phone number was missing and have now put it back, so thank you for bringing that to our attention. Primo Team
Dispenser does not work after only a…
Dispenser does not work after only a year old. Does not dispense cold water. Primo dispensers are defectively made with junk parts like the compressor that does not cool the water or release any water. This is the second one I bought in the last 4 years that has the same problem. Will try a different manufacturer next time instead of Primo junk.
23 April 2023
Unprompted review
Reply from Hydrate Direct
Dear Jacqui, I am sorry that your experience with our water coolers has not been positive. As a company we pride ourselves on customer service and quailty of machines. We have sold 1000's of these across the UK, EU and USA and infrequently we do have issues. However, many of these are resolved to the customer's satisfaction. Can I ask if you have contacted us and also where you bought the water cooler from? I will message you. Peter
Thanks very good
9 February 2023
Reply from Hydrate Direct
Thank you for choosing Primo, and it is great to hear that you are satisfied and what a lovely review. Kind regards Primo
Great service
27 December 2022
Reply from Hydrate Direct
Thank you as always for choosing Primo and for leaving such a nice review. We hope you are enjoying your Primo 10L Water. Peter
Primo 10 L bottled water
I ordered for primo 10 L bottled water. To my surprise l received the orders the next day. Water clean and very good. I wish they sell 18.9L. A bigger bottle.
5 October 2022
Reply from Hydrate Direct
Hi, thank you so much for choosing to buy your water from Primo. Yes, we should consider the larger bottles. I will speak to our team and see if this is something we can provide in the future. Kind regards Primo
Excellent customer service
31 August 2022
Reply from Hydrate Direct
Brilliant, it is so nice to hear that we have managed to meet your customer service expectations and thank you so much for taking the time to write such a lovely review for our site. Kind regards Primo
I have ordered the water dispenser and…
I have ordered the water dispenser and in 3 days was delivered, it’s medium size and perfect for not taking lots of space. Use for the office and the 10L water bottles are perfect to carry. Thank you.
22 August 2022
Terrible faulty item and no reply to messages and calls
Terrible. Faulty item delivered. It doesnt work! Contacted by email via their site and separately but no reply and telephone number rings then cuts off! Referred to paypal.
The customer service is atrocious.
22 August 2022
Reply from Hydrate Direct
Dear Customer, thank you for your review. I am sorry you have had a bad experience and I believe that we have managed to help conclude your issues satisfactorily. Kind regards Primo
Very good service and very helpful and well mannered.
Very good service no complaints and well mannered and very helpful.
18 August 2022
Reply from Hydrate Direct
Hi Dawn, that is a nice surprise. Thank you for spending the time to leave a review for our store and products. It was a pleasure speaking with you today and thank you for choosing Primo. Peter
Water came when it said it would
Water came when it said it would. Delivery driver nice & friendly
12 August 2022
Reply from Hydrate Direct
Thank you Jillian for leaving such a nice review and for taking the time to do so. I really hope you enjoy your water.
Very weak packaging
Very weak packaging, the underpart with transport damages, I tryed to repair myself, because I have no time to repack and send back, and because I need it very soon. It was my first and my LAST order.
I won't recommend you. It was disappointing.
14 July 2022
Reply from Hydrate Direct
Hi, I am sorry that you had such a bad experience with the weak packaging. Our coolers should be double boxed to help remove any chance of damage. Unfortunately though we cannot vouch for the way the products are handled by 3rd Party couriers. But, this is the first issue like this I have read and therefore I will make sure we take note and investigate internally. Thank you Peter
Super quick delivery
Super quick delivery, and the 10l bottles come packed so it’s easy to carry about.
9 July 2022
Reply from Hydrate Direct
Thank you so much for taking the time to leave a review, it really is appreciated and we are glad that you find the 10L Primo double pack easy to transport. Thank you again!
Reply from Hydrate Direct
Thank you so much for your kind review, we are very glad that you are enjoying your water cooler and the service provided. Primo
TOP CLASS ! Peter is an excellent asset to Primo ! Thank you for all of your help
Today I received techincal support on a water dispenser and I am so happy with the service I feel compelled to share my positive experience.
I telephoned the helpline and Peter responded straight away. He was very friendy, professional and clearly very knowledgeable of the product. I felt so valued as a customer - I could see straight away that he was determined to resolve my issue.
I didn't have much information to go off as my partner purchased the item but Peter contacted suppliers, sent photographs and called me again to offer further technical advice.
I would recommend this company to anyone and I hope if you have any issues you get through to Peter too as he is ten stars !
20 June 2022
Unprompted review
Reply from Hydrate Direct
That's so kind of you and your review really is lovely and much appreciated. I hope that you are enjoying your nice cool water in this amazing summer we are having.
Just keep drinking.....just keep drinking....
A brilliant purchase!! Well worth the money, So easy to set up, ambient tap just right, cold tap, perfect to quench your thirst on a hot day! Just keep on drinking ...........
6 June 2022
Reply from Hydrate Direct
Thank you Simon for your kind review. I hope your Primo Deluxe serves you well and you keep enjoying the Ambient and Chilled water :-)
Reply from Hydrate Direct
Thank you so much for the kind review Grant, it is much appreciated and we are glad you like the Deluxe water dispenser/ cooler
Top loading machine constantly leaks
Top loading machine constantly leaks - we have had 4 machines so far through our supplier and each time there has been an issue. The taps either don't turn off fully (they're made from cheap flimsy plastic) so it pours constantly into the drip tray which then overflows onto the floor, or it simply leaks from cracks in the side panels. Overall, a very poor experience with this machine.
4 May 2022
Unprompted review
Reply from Hydrate Direct
Dear Sue, I am sorry you have an issue with our water dispenser. It seems strange that you have had the same issue with 4 of the same machines. This is not normal. I will try and contact you to discuess this issue and from where you purchased the machines from. Kind regards Peter
Greatest purchase of the year
I wanted a Primo water cooler before I left the United States and kept putting it off. I’m glad this was one of my first purchases post moving to England. The cooler works perfectly and it’s wonderful having access to pure, fresh cold and ambient drinking water quickly and easily.
14 March 2022
Reply from Hydrate Direct
Thank you so much for choosing Primo and for leaving such a nice review. We are glad you enjoying your water dispenser.
Reply from Hydrate Direct
Dear Malcolm, thank you for being kind enough to leave a review. I'm so glad that you found the team helpful and we hope you enjoy the products you purchased from our store. Kind regards Peter
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.