Complaints

This profile includes complaints for Keurig Green Mountain, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Keurig Green Mountain, Inc. has 10 locations, listed below.

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• 

  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Keuig with a coffee maker issue they could not resolve. So they suggested a new one I informed them that was fine but I wanted the exact model I had he said ok . Charged me i thought everything was great new machine on the way when it came my daughter set it up and when i got home i said this is not the same . I emailed them waiting for a response finally got a response send it back i returned it after a few ohone calks and explaining several times this is not what i asked for i have returned it and still have not received a refund. I explained I should also get my money for shipping to return it. I asked them for shipping labels never got a response. This is crazy i never had this before with this company. I soent ****** on the machine and ***** to return it i just want my money back. I have already found the exact midel i had and purchased it.

  Business Response

  Date: 07/31/2025

  Were sorry to hear the customer encountered an issue. A voicemail has been left informing them that, unfortunately, were unable to issue a credit for the shipping charges, as the transaction was not processed through us. However, were happy to offer complimentary coffee to offset the shipping cost. Additionally, a credit has been applied for the returned ******. Thank you.

  Customer Answer

  Date: 07/31/2025

  [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

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My deceased brother bought us a red keurig mini in March 2025. It has stopped working. I called customer service they said would replace it. Then said they needed a receipt. I got this ftom my dead brother. I do not have a receipt. I just want it to be replaced. It's the last he thing he got me.

  Business Response

  Date: 07/16/2025

  We're truly sorry for any frustration caused regarding our proof of purchase policy. To process a warranty claim, we do require both a valid receipt of purchase and proof of ownership. These documents must be provided and deemed acceptable for your claim to move forward. Thank you

  Customer Answer

  Date: 07/16/2025

  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. I am n9t excepting this because my brother died in do not have a receipt. 

  [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,

  Rose

   

   

  Business Response

  Date: 07/21/2025

  Our warranty policy does require the original receipt, and without it, were unable to issue a replacement. Thank you for understanding.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am submitting this formal complaint against Keurig **** regarding repeated and unacceptable product failures of the Keurig K25 model. In the span of just two years, I have gone through four separate units, each of which has ceased functioning without warning. The most recent failure occurred on June 23, 2025, when the machine began to emit smoke before shutting off completely and becoming non-operational. Notably, this particular unit had been issued as a warranty replacement for a prior defective machine, yet it, too, failed in the same hazardous and irreparable manner.This recurring pattern is both unacceptable and alarming. It raises serious concerns regarding product safety, long-term durability, and the adequacy of Keurigs internal quality control standards. It is wholly unreasonable for a consumer to experience identical and catastrophic malfunctions across multiple units of the same model within such a limited timeframe. These repeated failures are clearly not isolated incidents, but rather indicative of a systemic defect that continues to go unaddressed.Despite multiple failures and one replacement under warranty, no long-term remedy, recall, or meaningful resolution has been offered by Keurig **** The continued sale of a product with these known and repeated deficiencies, particularly those posing fire or electrical hazards, suggests a gross disregard for consumer safety and corporate accountability.Given this ongoing issue, I kindly request that Keurig consider sending a replacement unit of a different model, rather than issuing another K25. I believe this would be a fair and reasonable resolution to avoid continued frustration and potential safety ******** addition, I strongly urge Keurig **** to implement rigorous product testing and provide transparency on how such serious defects have escaped correction. Preventing future harm must be prioritized.Sincerely,*****

  Business Response

  Date: 07/11/2025

  We are sorry this customer experienced a problem. We sent them a replacement on June 25th. Thank you

  Customer Answer

  Date: 07/11/2025

  [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,
  
  ***** S

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number *********, case number SR0008816146. This order was automatically processed by Keurig's system on 7/4. When I saw the credit card charge and email I immediately called Keurig's ** line, which had a voicemail that office is closed for the holidays without a reopening time. I replied back to the order email that I do not want this order to be processed and I'd like them to cancel this subscription order. I also went on to their website to submit a form under their contact us page, which to-date continues to give me an error message when attempting to submit the form to them. I even contacted their social media team on X which I received no response. I received the order yesterday. Today I called them to return the order, to which the ** team on the phone insisted it's my fault and that if I want to return the order I would need to be responsible for shipping them back to Keurig's website. Under the Massachusetts state regulation on Auto-Renewals, merchants are required to send a renwal notice on subscriptions with terms longer than 31 days. I received no renewal notice from Keurig. The order was processed without my consent. I attempted to cancel the order and exahsuted all methods. Therefore, I should not carry the burden of fees for return.Given the amount of time I have spent on trying to return this order, at this point I'm requesting a full refund from Keurig. I'm also requesting Keurig to change their process on automatic renewals of orders by sending out email notifications of renewals to satisfy the Massachusetts state laws on automatic renewals.

  Business Response

  Date: 07/10/2025

  Were sorry to hear the customer experienced an issue. An email was sent on July 1st notifying them that their order would be processed within a few days. At that time, they were given the option to either cancel the order or postpone the shipping date. Since no action was taken, the order was shipped as scheduled.
  Were happy to accept a return; however, the customer would be responsible for the return shipping costs. Thank you for your understanding.

  Customer Answer

  Date: 07/10/2025

  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. 

  There is no option to cancel the order or delay the order on the auitomatic renewal email you sent out. This is false information of resolution you provided. If there is an option and I missed it, please provide detailed instruction on how to cancel the order within the renewal confirmation email you sent to me back on July 4th.

  
  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,

  Chihchao

   

   

  Business Response

  Date: 07/10/2025

  We apologize if you missed the email - the email sent on July 1st states - 

  One last shot
  And were not talking about espresso.
  Nows your chance to double check your
  Auto-Delivery order before it's processed on 7/4/2025.
  
  Not quite ready for your next order?
  You have until 11:59 PM EST on 07/03/25 to adjust your order.
  
  adjust your order
  If you need help making adjustments to
  your order, please scroll down to our
  helpful tips section in this email.
  

  Thank you

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************** and ******* never responded back to me! Cowards! I want a courtesy check made out to me for the broken core water bottles! Disgusting company!

  Business Response

  Date: 07/14/2025

  Hello, we received a separate complaint from the same customer previously. Here are the details:

  Attempted to call the consumer on 11/11/24 No answer
  2nd attempt to call Mr. ******* on 11/11/24 No Answer
  Attempted to call Mr. ******* on 11/12/24 No answer
  Email sent on 11/12/24
  Email follow-up submitted on 11/14
  2 Digital coupons submitted to Mr. ******* on 11/14

  Thank you

  Customer Answer

  Date: 07/14/2025

  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. 

  Don't come here and start lying to the BBB! You never sent me coupons via email! I sent an email on 11/20/24 and you ignored it! I don't answer phone calls! If you continue to lie and avoid accountability, I will file another complaint against you! Con-artists!
  
  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

  Date: 07/23/2025

  We sincerely apologize for the inconvenience Mr. ******* experienced. As a gesture of goodwill, we will be sending him three store gift cards to thank him for his patience and understanding.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter purchased a KEURIG K SUPREME PLUS SPECIAL EDITION SINGLE SERVE. As a gift for me.She purchased it on I believe it was 6-15-25. I registered the product on 6-22-25. The product stopped working on 6-26-25. I called the company, they tried to troubleshoot the problem but it didnt work. They told me to take a picture of the serial number along with the receipt and send it to the company. I dont have the receipt. Keurig then told me there was nothing they could do besides offer a 25% discount on a new product. The coffee maker is covered for a year. I would like my replacement ASAP.. I am presently not where the coffee maker is, however I registered the product under coolbutterfly92@ *********. They should be able to find it.

  Business Response

  Date: 07/11/2025

  We apologize for the inconvenience. We left the customer a voicemail on 7/2. Thank you

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/2025 I purchased a Keurig mini from ******. It lasted only a few weeks and ****** said to contact Keurig. On or about 2/11/25 a new one was shipped, however it was lost by **** 2/25/25 another was shipped. Exact same thing happened. 03/14/25 another shipped and it malfunctioned. I was going to report and another Keurig mini arrived. It was the first one that was lost it was shipped 2/11 and arrived 4/16/25. Several weeks later it did the same thing as the others. As the situation was getting complicated I asked to correspond by email. Since then I have received ******************************************************** 2-3 days. I would like Keurig to send me a coffee pot of equal or greater value. Not the mini. The mini cost over $100, plus purchasing another coffee pot and coffee. Since I have been trying to get this resolved for over six months with complete indifference by the company I also think they should send a few boxes of the coffee pods.

  Business Response

  Date: 06/25/2025

  Were sorry to hear the customer encountered an issue. We attempted to reach them by phone on June 25, but were unable to connect and there was no option to leave a voicemail. As a follow-up, **** sent them an email. Thank you.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am submitting this formal complaint against Keurig **** regarding repeated and unacceptable product failures of the Keurig K25 model. In the span of just two years, I have gone through four separate units, each of which has ceased functioning without warning. The most recent failure occurred on June 23, 2025, when the machine began to emit smoke before shutting off completely and becoming non-operational. Notably, this particular unit had been issued as a warranty replacement for a prior defective machine, yet it, too, failed in the same hazardous and irreparable manner.This recurring pattern is both unacceptable and alarming. It raises serious concerns regarding product safety, long-term durability, and the adequacy of Keurigs internal quality control standards. It is wholly unreasonable for a consumer to experience identical and catastrophic malfunctions across multiple units of the same model within such a limited timeframe. These repeated failures are clearly not isolated incidents, but rather indicative of a systemic defect that continues to go unaddressed.Despite multiple failures and one replacement under warranty, no long-term remedy, recall, or meaningful resolution has been offered by Keurig **** The continued sale of a product with these known and repeated deficiencies, particularly those posing fire or electrical hazards, suggests a gross disregard for consumer safety and corporate accountability.Given this ongoing issue, I kindly request that Keurig consider sending a replacement unit of a different model, rather than issuing another K25. I believe this would be a fair and reasonable resolution to avoid continued frustration and potential safety ******** addition, I strongly urge Keurig **** to implement rigorous product testing and provide transparency on how such serious defects have escaped correction. Preventing future harm must be prioritized.Sincerely,*****

  Business Response

  Date: 06/27/2025

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience the customer experienced. We spoke with them on June 25th and have shipped a replacement model under the warranty, as requested. Please dont hesitate to reach out if theres anything more we can assist with!

  Customer Answer

  Date: 07/07/2025

  [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

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this unit at ****** exactly 1 year ago and the machine has been acting up for a few weeks now. I called Keurig and was directed to troubleshoot. They determined the machine is not functioning and had me proceed with a warranty claim. I provided all of the necessary information and my warranty was declined. This machine stopped working less than 1 year from purchase.

  Business Response

  Date: 06/25/2025

  We apologize for any inconvenience. The serial number provided by the customer does not match the one listed on the receipt we received. We're happy to investigate this further if the customer can provide the correct receipt for review. We shared this information with them via email on June 24. Thank you.

  Customer Answer

  Date: 06/25/2025

  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. 

  I've attached the correct receipt. Please process the warranty. 

  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/26/2025

  Thank you for the correct photos. We have processed the warranty replacement order. Thanks again!

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Keurig coffee maker for Christmas as a gift, shortly after it stopped working, I wasnt sure what to do so I just put it in a closet about two weeks after mine stopped working I was conversing with my daughter who also received the same present for Christmas and ironically, her machine also no longer works.Upon hearing that her machine also stopped working. I contacted the company. Initially, I was told that I needed to have the faulty product in front of me to give them some numbers off of the product however, when I called-back later in the afternoon after returning home from work and provided them with these numbers, there was no resolution. I asked over and over for a supervisor to be put on the line so that I could be helped and possibly send the the old coffee maker back, I asked for a shipping label to be emailed to me or sent to me so that I could return the faulty coffee maker. This request was ignored. After being told that a supervisor will call me back. I waited and nothing happened. It is now the following day and I called the company and-spoke with someone who who denied my request to provide a shipping label so once again, I asked to speak to a supervisor after being put on hold. I was told that a supervisor was unavailable and that someone will call me back. That was approximately four hours ago, I am confused as to how a company can operate like this. They repeatedly asked me to provide a receipt for which I do not have one because it was a gift. I told them that multiple times in the conversations!! I would like for this company to replace my coffee maker, to accept accountability to their consumers. To learn how to treat their customers/consumers. Because obviously this is a faulty product theres no way that two coffee makers in two separate houses made by the company stopped working in the exact same manner they do not power on at all!The company blamed me.Please help! Because Ive gotten nowhere with the company!Thank you

  Business Response

  Date: 06/23/2025

  We sincerely regret that our customer encountered an issue. A supervisor returned the customers call on June 18 at 4:37 PM; however, the call was disconnected. During a prior conversation, we explained that a valid receipt is required as proof of purchase in order to confirm eligibility under the one-year warranty. We would be pleased to proceed with the warranty process upon receipt and verification of the documentation within the warranty period. Thank you for your understanding.

  Customer Answer

  Date: 06/23/2025

  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. HOW CAN I PROVIDE A RECEIPT IF IT WAS A Christmas GIFT? I am no longer in contact with my abusive husband. I have no way to provide a receipt. Thats unfair as well as unrealistic! I have YOUR faulty product in my possession and I would like to send it back for repair at the minimum. I also have multiple Keurig items that I can no longer use because the coffee maker stopped working!!! Again unfair and unrealistic for me to accept just an apology from this company. Need I mention again this also happened to my daughters coffee maker?! Why did 2 of the products stop working in the same way??! I want to enjoy my coffee. 

  [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,

  *******

   

   

  Business Response

  Date: 06/25/2025

  We apologize, but a receipt is required for all warranty replacement requests. Thank you

  Customer Answer

  Date: 06/25/2025

  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,

  *******