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Complaint Details
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Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 2 Keurig Coffee Makers from ******* in December 2023 as part of their Black Friday specials. In March 2024, both coffee makers stopped working. One would not even turn on. the other was leaking. I contacted Keurig and they stated that the machines were under warranty and that I could get them replaced. I advised the representative that I didn't have the receipt for the machines. He stated that they would send me an email and I would take a picture of the machines and their serial numbers, put them in an email, and that would be sufficient. I gave him the s/n of the machine in my house and stated I would call back when I had the s/n for the machine at my son's house.I took pictures of both machines and then called Keurig to advise of the s/n of the other machine. At that time, I was advised that the receipt was now necessary to get the machines replaced. Once again, I advised that I didn't have the receipts. The rep and 2 supervisors stated they could make exceptions but in my case, they were not going to. They stated this was an updated policy change. I asked for the corporate number since I feel that I was lied to. The last supervisor stated that she would have someone in customer care in their corporate office call me. Four days later, I have yet to receive a call. I got an email stating that they would offer me half off on a new machine.I was told originally that they would honor the warranty and replace the machines once they received the pictures with the serial numbers. Now, they don't want to replace them without the receipt. I would like Keurig to honor the warranty and replace the machines, which were the $49.95 specials offered at *******. I was told I would get a call from corporate but didn't get one. I feel they are just not wanting to replace the machines and don't want to call me.
Business response
05/13/2024
We are sorry to hear our customer experienced a problem. If they are able to provide us with a receipt, we would be happy to look into this further. Thank you.Customer response
05/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new coffee ****** from **************** store. I registered the product December 2023 so that I was covered under their warranty during that time I was moving so I did not save the receipt however, nothing on their registration page showed that the receipt was needed in case of a warranty replacement. I called And they told me that without the receipt theres nothing they can do to help me and that that policy changed in 2024 even though I purchased the machine late 2023 all Im looking for is a replacement machineBusiness response
05/09/2024
We are sorry our customer experienced a problem. We would be happy to assist them further if they are able to provide a receipt. Thank youCustomer response
05/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased K supreme keurig from a warehouse 6months ago, suddenly it stoped turning on at all. Called ***** to get help, they said to plug it in and out this did not work then they asked for info such as email name etc and they would help with an exchange of product accepted. Got an email requesting pictures of product with info on a piece of paper they want the pictures a certain way because they did not accept the images I sent.All this for the to answer they would not send me an exchange since I did not provide a receipt, I told them since day 1 I could not find it, they still said we will help you.Called the ***** number the only they offered was a 20% discount since I did not accept then a 50% discount on a new machine it sounded just a sales pitch done by a sales man on a store floor. Very disappointed in this regard they have lost their customer touch with this call center since there is a language barrier and now they just want to sell you a product instead of really helping the customer.Business response
05/09/2024
We are sorry to hear our customer experienced a problem. If the customer is able to provide a receipt, we can look into this further. Thank youCustomer response
05/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I got this coffee maker as a wedding gift and after 3 months the machine stopped working I called today because it's suppose to have one year warranty and I did not get a receipt with it so when i called Keurig to get help with it the just told me that they could not do anything for me although the rep mentioned that it did had the one year warranty she could only give me 20% discount because I did not have a receipt was very rude and hung up on me I could've very well sent the machine back to them as it happen to my mother and show that it did not work I lost my wedding gift and my coffee makerBusiness response
05/03/2024
We are sorry to hear out customer experienced a problem. We emailed them on 5/3 to assist. Thank youCustomer response
05/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a Smart Keurig K Supreme Plus SMART ****************** 29.C171.0147723 that is still under warranty with the manufacturer. I do not have the receipt, but I did register for warranty and was NEVER asked for a receipt. I attempted to use my Keurig today, and it started smoking and shorted out. After 4 calls totally 2.5 hours on the phone, they are not replacing the device because I do not have a receipt. Mind you, I already registered the product. I want this replaced or my money back to go to another company. This is completely unacceptable.Business response
05/02/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 5/1 to assist. Thank youCustomer response
05/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I have not received a call or email confirming that the replacement was sent to me and I was told Id receive confirmation email in a few hours yesterday.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Business response
05/07/2024
We apologize for the problem. We followed up with the customer. Thank youInitial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On apr10th I emailed keurig the issue regarding the mykcup filter. And then on apr11th I was emailed by a rep to call them. I did and I reached a very rude and unprofessional rep who kept making me repeat myself and then I got in touch with a manager who promised they will call me back after they listen to the previous phone call but this never happened so then I emailed back on that same day of what happened. This is a under case:SR0006670223 Fast forward to apr22 I call again and speak to "*****" and he promises me a few things. He says he will tell the engineering team to remove the sticker or at least have a easy peel off method for the mykcup filters and then upon sending me a replacement he will make sure with the warehouse to send one without a sticker or to able it easy peel off. None of this ever happened. As of apr24th,2024 I recieved again a mykcup filter with sticker on it and if I remove it there is alot of residue on it. And I have stated to keurig many times" There is no display on the manual on how the mykcup filter fits in the keurig machine,Here is the sticky residue with dirt on it even if I try to remove with isopropyl alcohol 70-90% and also dish soap with warm and hot water it does not come out. It says the sticker must be removed, I need the engineering team to fix this issue for future reference. And for the warehouse to make note of this and try to send me one without sticker or with easy peel off sticker."Business response
04/26/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 4/25 to assist. Thank youCustomer response
04/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[Keurig claims to have reached out to me on 4/25 but I have no response for this date, I checked my emails and my phone]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
04/30/2024
We left the customer another voicemail as well as an email on 4/30. Thank youInitial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Two machines in 9 months suddenly stopped working. The first was a combo keurig single and brew system with a pot. After just a few months the unit stopped pushing water through. All the lights work but no water would come through. We replaced it with the vintage blue single cup. Within a few months the same thing happened. It just stopped working. Almost like there was a kill switch inside. Only two of us drink coffee so its not over used. I wrote the company, they said thank you for letting them know, they appreciate it and goodbye. When I told them I wanted the unit replaced they ghosted me and only sent we have received your message will get back to me. But its been days passed thier three days and I have not heard back except another form letter. Everything costs so much as it is that products should last longer than 3 months.Business response
04/25/2024
We are sorry to hear our customer experienced a problem. We have forwarded this on to Keurig.CA to handle. Thank youCustomer response
04/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
The company has agreed to replace the coffee maker.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I received a Keurig duo as a birthday gift September 2023. It malfunction last week. My complaint is the first representative saw where I had registered it and we went through all steps to make sure it wasn't working. He would they would send a replacement. I called a second time bc I never received a second email on what steps were next. The second representative did send that email but instantly started emailing that the Keurig was too old, I disputed, they sent another email stating I had put in the wrong ref number. I just feel like I am getting the run around. They are not honoring their warranty.Business response
04/16/2024
Thank you, we will reach out to the consumer to provide resolution.Customer response
04/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My keurig coffee marker stopped working after in less than three months. Called keurig company and talked with technician who walked me through the trouble shooting process. At the end nothing worked so he told me he would replace my keurig coffee maker with the same model. I sent all required photos and receipt. I received a email saying my photos were rejected. I checked requirements again and sent what was requested. I was told I have to return coffee Maker, that was a week ago. I have not heard from them since. They have not responded to my emails sent. I feel I am Being ignored, lied to and cheated.Business response
04/16/2024
Thank you, we will reach out to the consumer to provide resolution.Customer response
04/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Went onto Keurig website on Fri 5 Apr 2024 to purchase a Keurig coffee machine and coffee gift for my sister. Filled in her shipping address and filled in my name and Billing address which is obviously different. Keurig declined the transaction 8 times. I called my Bank and had my bank fraud department on line. They told me to retry the transaction again, yet again declined again by Keurig. Called Keurig, agent tried to rerun transaction, again declined. This is unacceptable from a huge Company. I can understand if it was a huge amount but its a small amount. Lots of people go on line and purchase gifts for other people. Keurig do not seem to want to try and resolve this matter or figure out why they keep declining my card.Business response
04/09/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 4/8 to assist. Thank youCustomer response
04/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************
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