Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

375 total complaints in the last 3 years.
157 complaints closed in the last 12 months.

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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:10/29/2022
Type:Product 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 purchased a Keurig Duo Plus. I had it for a few months and it stopped working. Contacted Keurig who sent a replacement. I had the exact same problem with the replacement after a few more months. Called back again and they sent yet another replacement. Less than 2 months, the same problem occurred with this replacement. I called again requesting a refund as this is obviously a flawed product. They refused a refund and instead sent yet another replacement. When the replacement arrived, it was damaged. I have owned Keurigs for a long time prior to this purchase. I will absolutely NEVER purchase another Keurig product after all of this!!!
Business Response
Date: 11/07/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.
Initial Complaint
Date:10/28/2022
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 bought a Keurig K-Supreme Plus SMART on September 29, 2022 for $220.00. One month later the coffee maker stopped brewing coffee. I called them to request a replacement and was given the run around. They told me that my coffee maker was out of warranty. How is this possible since I just bought it??? When I spoke to the "supervisor" ******, he was rude and unprofessional. He told me that I could only have a 20% discount if I bought another coffee maker. Why would I do that if I just bought one in September 2022 and it's only October 2022?!?! I am so frustrated with this company who cares nothing about their customers. I just wanted them to honor the warranty that they claim comes with the coffee maker and send me a new one.
Business Response
Date: 11/02/2022
We are sorry to hear our customer experienced a problem. We left them a voicemail on 11/1.
Customer Answer
Date: 11/02/2022
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 do not accept the response from the business. No one called me or left a message. All I'm asking for is that Keurig honor the warranty and replace my ****** as the representative ***** said they would.

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: 11/07/2022
Thank you for contacting Keurig. We spoke with the customer on 11/4. Please contact ********************** with any further questions.
Initial Complaint
Date:10/21/2022
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.
Hi,Since the beginning of September I have tried and failed numerous times to continue my monthly scheduled delivery and to purchase other items using my reward points. I have spoken with their overseas staff several times and each time I was told it would be addressed. At first they said it was a credit card issue and so I tried deleting it and adding a new one. The new one I use often but that was also denied. I did find out my original credit card used had been compromised and reported the card as stolen. We have since received a new one but that too has been denied by Keurig. I received a text from someone in ***** saying to call them and they would address the issue. In the meantime we are purchasing from our local supermarket but I do have over ***** reward points I cannot access and was told that after the end of the year the points would no longer be available for ordering. Thank you!
Business Response
Date: 10/25/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them on 10/25 and left a voicemail. Please contact Keurig with any further questions.
Customer Answer
Date: 10/25/2022
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 have spoken to Keurig but it was the same service that has said it was taken care of before. I tried the website again, logged in and tried to continue my monthly order only to be told I did not have paying info listed but on the checkout page my credit card is listed. I again have put in the security code but after hitting submit my order it immediately states payment not received. I use this card all the time, it is different from the old card that was compromised and so this continues. I would appreciate being able to speak with a manager and through the regular phone service.
Thank you,
*************************
Business Response
Date: 10/26/2022
Thank you, we spoke with the customer on 10/26 and have addressed her issue. Please contact Keurig with any further questions.
Initial Complaint
Date:10/18/2022
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.
Keurig purchased 11/2/21 and now will not puncture pods properly. Called the 1st time and asked to speak to a supervisor, they would not let me. The machine will not piece the top of the pods. Called again and the agent wanted me to trouble shoot the same techniques as the 1st agent from the 1st call. I bought the product at Bed, Bath, and Beyond with a gift card. I wish I never did. The customer service and product support is horrible. I need the piece with the top needles. These machines are not cheap. All I'm asking for is free parts to get me Keurig working properly and I have yet to get that. I want a new machine or the top piece of the pod department with the needles. I descale, I use spring water, I keep the machine clean! Model **** S/R 910.B193.0128168
Business Response
Date: 10/20/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.
Customer Answer
Date: 10/20/2022
[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. Keurig corporate went above and beyond my expectations with resolving my issue. Thank you Keurig Corporate for handling the issue so promptly.

Regards,

*****************************
Initial Complaint
Date:10/18/2022
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 coffee pot stop working purchased less than a year ago someone told me three times and a supervisor would give me a call. Ive never heard from one and Im still without a coffee maker.
Business Response
Date: 10/20/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.
Initial Complaint
Date:10/17/2022
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.
Keurig's manufacturing has gone way downhill, along with customer service. This issue started with defective manufacturing & is continuing with the same. The corporate supervisor that finally got the ball rolling previously was supposed to give me her direct contact information, so that I wouldn't have to deal with all of the ridiculous run around again in the future, however she did not follow through with that & we are stuck in the same situation with yet another defective product. This time with the potential of costly water damage. Someone needs to actually do something to correct their problems. Thank you.
Business Response
Date: 10/19/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.
Initial Complaint
Date:10/15/2022
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 purchased the product Perfect Pod Caf Pure Cleaning Kit for my Keurig to specifically descale it. However, while the product was "in use" the Keurig started smoking and is now totally non-functioning. Keurig offered no resolution. My only option is to purchase a new machine at a cost in excess of $200.00.Thank you.
Business Response
Date: 10/18/2022
Thank you for contacting Keurig. We have reached out to the customer and left them a voicemail. Please contact Keurig with any further questions.
Initial Complaint
Date:10/15/2022
Type:Product 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.
We purchased a Keurig Drinkworks machine on 11/13/2021. After the purchase, we received notification that the machine was discontinued, and we would be reimbursed for our purchase. We filed a settlement claim with ***** ************************* on January 25, 2022. We never received the reimbursement, despite submitting all the required documentation and following up multiple times with emails and phone calls. ***** ************************* has been unresponsive. When we call Keurig, they say they cannot help us and instruct us to call *****. However, ***** does not give you the option to speak with a person, only to leave a message for a customer service representative to call you back. We have left multiple messages and have not received a call back to resolve our unsettled reimbursement.
Business Response
Date: 10/25/2022
We apologize in the delay in responding to this complaint. We have to work with a third party to see where the status of this request stands. As soon as we hear back from them we will contact the customer back. We apologize again for the delay.
Customer Answer
Date: 11/08/2022
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 # ********. The response from the business indicated that someone would reach out to me and I have not been contacted

FAQ

Regards,
*******

Business Response
Date: 11/18/2022
Thank you for contacting Keurig. We have reached out to the customer with a resolution. Please contact Keurig with any further questions.
Customer Answer
Date: 11/28/2022
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.
Details of why we are not satisfied with this resolution:
In both the first and second response to this complaint, Keurig indicated they have reached out to us however, we have not been contacted since filing this complaint and have not received reimbursement.

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: 12/08/2022
We emailed the customer on Nov 18th and again today 12/8 with instructions for her next steps. Thank you
Customer Answer
Date: 12/17/2022
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.
To date, we have not received any emails from Keurig in response to this complaint. We have checked/searched our inbox and junk folders and found nothing from Keurig or Drinkworks. Can we confirm the email address they are using to send responses to is the same as the one we provided in the complaint filing?
Perhaps they could send their instructions through BBB, as we are getting your emails with updates.
Much appreciated!
******* & ***************************

Business Response
Date: 12/22/2022
I apologize, we emailed you on 11/18 and 12/8. We will have someone call you at the number we have on file since you are not receiving the emails. Thank you
Customer Answer
Date: 12/27/2022
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.
We are rejecting response and keeping the complaint open since a refund/resolution has not yet been provided. We did receive an email from Better Business Bureau on 12/8 but not from Keurig. We did receive a voicemail message from an individual from Keurig on 12/22 that provided a name and contact number with instructions to contact them directly for the refund. We tried to contact the individual on 12/22 and again on 12/23. Both times we called and it went to voicemail. We have not yet received a call back.

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: 12/27/2022
We do apologize, this needs to be handled through Drinkworks. We have forwarded your message along to them but they would be the ones you would need to speak with.
Initial Complaint
Date:10/13/2022
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.
During hurricane *** my house experienced repeated power issues before losing power on 9/29/22. When power was restored my Keurig K150P would no longer turn on. I contacted Keurig and was given instructions to try that did not work. They then told me that since it is over a year old it is out of warranty, and it cannot be fixed. I then contacted my utility company since I have a surge protection plan and was told that they need written documentation from a qualified service provider to submit a claim. I called Keurig back on 10/3/2022 to try and get it and was told that they can only verbally tell me that it cannot be fixed and that they cannot provide anything in writing for privacy reasons but could not explain how it is a privacy issue. After going back and forth they finally said they would escalate it to the ************************** but that they were not available so that I would get a call back. On 10/7/22 I followed up since I did not receive a call back and was again told that ************************** was not available and that they would again forward the issue to them, but as a priority this time. On 10/13/22 I again followed up and asked to speak to a supervisor since I still have not received a call back and was told yet again that they cannot help and that nobody was available, but that they are escalating it to ************************** and to again wait for a call back, yet still nobody can tell me when that will be. I just want to be able to submit a claim thru my utility company but need the required documentation to do it otherwise they should send me a comparable replacement since it is their choice to not allow me to file a claim.
Business Response
Date: 10/18/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have forwarded this complaint to our Away ******************** to handle. Please contact Keurig with any further questions.
Customer Answer
Date: 10/18/2022
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
Date:10/12/2022
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 purchased a whole new keurig, SERIAL #*****************. I was told from customer service I didnt have to do anything they will go ahead and replace it. No one told me about taking any photos or anything he said you can donate it or throw it away and the new one will be on its way. After speaking with customer service. I was told I had to sent a photo of it and the my name and date on a paper if I knew that before he told me to throw it I would had done so. But customer service said thats what needs to be done in order to get a replacement. Now Im without a coffee maker because customer service told me to go ahead and throw now calling again they said thats in correct. So Im not sure what to do. Im very upset
Business Response
Date: 10/13/2022
We apologize, we advised the customer we would need a proof of purchase to assist him further. Thank you for contacting Keurig.
Customer Answer
Date: 10/13/2022
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, I dont have no receipt. I have sent over my serial number
******

Business Response
Date: 10/17/2022
I apologize without a ****** or a receipt there is nothing we can do further. We listened to the call and we did not advise to dispose of the ******. Please contact Keurig with any further questions.

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Keurig Green Mountain, Inc. is NOT a BBB Accredited Business.