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
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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
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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.
I am extremely dissatisfied with the…
I am extremely dissatisfied with the service received. The delivery was significantly delayed, and when I sought assistance, the support provided was unhelpful and unprofessional.
September 11, 2025
Unprompted review
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Ordered water to be delivered
Ordered water to be delivered. 2-4 days. It’s now 8 days later. No water. The customer service is absolutely shocking. No one answers calls that are put through. No one can answer the simple question of “where is my order” I Was advised to email. Which I did. Still no response. Will never use again. I’ve emailed for an exact day of delivery or a full refund. Never, Never again.
May 11, 2025
Unprompted review
Lost Orders Constantly
We use their service frequently for a business order and numerous times our orders have been lost and we are constantly chasing the 'reshipment'.
Emails take days to get a response from and no shipping/tracking information regarding the courier is provided.
Suggestion to get a new courier. Last time we will be ordering.
December 10, 2024
Unprompted review
Water tower is exactly as…
Water tower is exactly as advertised....really good....my only gripe is that there's isn't any area to store the plastic cups!
August 14, 2024
Ease of order
July 8, 2024
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Junk right out of the box returned it…
Junk right out of the box returned it never going to get another
May 19, 2024
Unprompted review
Water cooler delivered very soon after…
Water cooler delivered very soon after order and was easy to install. Am still waiting to hear about the bottle recycling scheme otherwise I would have given 5 stars.
March 19, 2024
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Martec Training Review
Martec Training are really pleased with the service that you provide. Chris is always polite, helpful and approachable. I would recommend your company. Well done!
February 26, 2024
Unprompted review
Jerome Really Nice Guy
Jerome Really Nice Guy! Been using Eden Springs for a few years now and Jerome our driver for the same time - really nice guy, very friendly and always have a laugh with him - he takes the trouble to ask our names and nothing too much trouble
January 19, 2024
Unprompted review
Great service experience
My contact Mr.Peter Sullivan-Stark was very kind and helpful with answering my inquiries. I had a great service experience.
October 19, 2023
I'm still waiting for our water to be…
Here are our details as requested. Thank you for your quick response
Your Shipment #000001356 for Order #000026116
Shipped By Tracking Number
UPS Springwise 1ZFV23076827312359
Billing Info
Victoria Watson
Busy Bees
Montessori By Busy Bees
47-51 Fortune Green Road
London, NW6 1DR
United Kingdom
T: 02088195358
Shipping Info
Victoria Watson
Busy Bees
Montessori By Busy Bees
47-51 Fortune Green Road
London, NW6 1DR
United Kingdom
T: 02088195358
Payment Method
Pay by credit card
Paygate used "
Shipping Method
UPS - UPS
Items Qty
10L Bottled Spring Water 2 pack by primo
SKU: 331931
June 26, 2023
Reply from Hydrate Direct
Hi Victoria, Thank you for the information. I have now organised for it to be resent and hopefully you will receive it tomorrow. I have requested that a free second box is also sent as an apology, which should also be delivered tomorrow. Kind regards Peter
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Very good service good competitive…
Very good service good competitive prices. Shame the pump was sent without any packing, luckily it arrived unbroken. The water was well protected. Will use again and recommended.
June 11, 2023
Reply from Hydrate Direct
Thank you for the review and feedback. I will take a look into the pump packagaing and see how we can protect it better. I'm glad you enjoyed the water.
Regular communication and updates
June 4, 2023
Reply from Hydrate Direct
Thank you for the great feedback, that is good to see :-)
I was not able to find the button to…
I was not able to find the button to activate the hot water option
June 4, 2023
Reply from Hydrate Direct
I hope that you located the button OK? Thank you for the feedback and for choosing Primo
Reply from Hydrate Direct
Brilliant, thank you for the nice review :-)
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The sales person was very helpful and…
The sales person was very helpful and professional ordered one and was delivered quickly highly recommended the company excellent service
May 18, 2023
Reply from Hydrate Direct
That's excellent and thank you for taking the time to leave a review. Our team do try their best to help and it seems that everything went as planned which is great!
Reply from Hydrate Direct
Thank you for choosing Primo, I'm so glad you are enjoying the water
Incomplete
Delivery was done quickly. But package wasn't complete. There were missing parts. And since then I cann't get any help from customer care
April 26, 2023
Reply from Hydrate Direct
Good morning, I'm very sorry that you have had an issue with our product and especially sorry that you were unable to get help from customer care. Please can you provide more details, including your order number, so that we can investigate and help you further?
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