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

373 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:05/18/2025
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.
During the first year of warranty and purchase of the keurig coffe maker Keurig K-Classic Coffee Maker I reported issues with it, after troubleshooting, and excessive time to fish the issue keurig failed to resolve the issue, after the warranty I continue having the same issues and continue reporting it to the company. However, the issues were not resolved either until I was told that they warranty expirein a can no longer make a claim when in fact the issue was reported during the time of the warranty ************ requesting for keurig company to comply with the obligations of their warranty in every product and either replace this product or provide store credit so I can purchase a newproduct from the webpage. This has been unacceptable and completely unfair for me buying a product for $160 in the company note commit to that warranty advertised. I know a long time has passed however, this does not take the fact that ****** company did not act properly under the warranty terms, and they still havetheir responsibility to fix the issue. Im requesting to please for the company to fix this issue as I will proceed with contacting government agencies, including ************************, the Department of justice and consumer financial protectionbureau if this issue is not resolved in a timely manner if the company does not give me any choice to fix this issue, thank you
Business Response
Date: 05/20/2025
We are sorry to hear that the customer encountered an issue. In 2021, they reached out to inform us that their 10-year-old ****** was experiencing problems and we have not received any further communication from them until now. On May 18, they sent an email however it was blank. Unfortunately, the ****** comes with a one-year warranty, and we are unable to extend coverage beyond that period. Thank you for your understanding.
Customer Answer
Date: 05/20/2025
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 will go ahead and forward your response to a customer to your board of directors, including the CEO and other of the members just to show how the executive office of whoever respond to this complaint treats customers I have been bringing up this issue for a few years yes however I ***orted the first year that I had the issue with and your company failed to do the right thing which she wants to ***lace that machine and now that Im reaching out to you yes after years later because you didnt do it your job in the first time when I reach out to you the first time this is unacceptable and your board of directors will see how employees are treating customers, and whoever these *** is that didnt even put their name in the response would be held accountable for those issues and yes, more complaints will be submitted additional complaints. Your response and my response will be attached to that communication sent to the board of directors.
[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: 05/27/2025
We appreciate your feedback! Our brewers come with a one-year warranty, but we'd be happy to offer the customer a discount as a goodwill gesture. Thank you!
Customer Answer
Date: 05/28/2025
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.
the issue was reported within one year of warranty and your company failed to correct the issue. if the employee who handle this request doesnt fix the issue I am contacting members of the board of director and executive team in this list :
**********************************************
I expect resolution and not having to submit an additional complaint and forward that complaint to executive office
I will wait til tomorrow noon
[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:05/15/2025
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.
On 02/03/2025, when participating in the daily Core Hydration--New Year New You Instant Win Giveaway, I received the prize winning notification: "Congratulations! You have won a Reward Code valid for one $50 eGift Card at select merchants!" As Core Hydration is owned by Keurig Dr Pepper, when I never received the prize email, I contacted them [Request ID # ************] but was referred to the promo administrator, Fandango Rewards. After reaching out to them and going back and forth via email for over 30 days [Customer Support Case # ********], they responded by saying, without any explanation, "Please be advised your submission was rejected and not eligible for the prize after review." This is not valid, as I meet all stated Eligibility Requirements of the promotion, but Fandago Rewards will not respond to my subsequent communications and I've been unable to get any help through Keurig Dr Pepper consumer relations.
Business Response
Date: 05/21/2025
We apologize for any inconvenience. The customer has successfully provided verification and is confirmed as eligible for the prize. To promptly resolve this matter, we will be delivering the $50 eGift Card code via email today. Thank you
Customer Answer
Date: 05/27/2025
[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 #********. After being asked to provide a copy of a recent utility bill as verification of residency for Name at Address, I am finally in receipt of the Reward Code that I was able to successfully redeem for the $50 merchant-specific eGift Card. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,
**** *******
Initial Complaint
Date:05/15/2025
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.
Feb 19 2025, I purchased a Keurig Brew+Chill coffee machine, which stopped dispensing water for either hot or cold coffee. Ive talked to customer service and watch videos and tried suggested solutions to no avail. Ive sent three emails requesting a tech to call me to discuss solutions, all I get is computerized email response. At this point I just want a new machine exchange. Thank you.
Business Response
Date: 05/21/2025
We apologize for the inconvenience. We have left the customer voicemails on 5/19 & 5/20. We would be happy to assist them when they are available at 866-901-BREW (2739). Thank you
Customer Answer
Date: 05/21/2025
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.
Keurig still hasnt called me back. The last time they called I was still in bed so we decided for them to call me back at 10 cst. They never did. Im very frustrated.
Business Response
Date: 05/29/2025
We have attempted to call this customer multiple times. Our most recent try was 5/27 at 12pm CST. We are available 7am-10pm EST seven days a week and invite the customer to call us back at their convenience. Thank you
Initial Complaint
Date:05/14/2025
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 purchased a coffee maker and a start up kit, which requires me to buy 16 boxes of K-cups in a year.They entered the wrong spelling on the email address, so I never received my proof of purchase and warranty information. I would like this in case I have any problems and I would like to change the coffee choices. I have made 4 phone calls to the company and they "can not" send me my proof of purchase or warranty info and I can not change my choice of coffees
Business Response
Date: 05/15/2025
We sincerely apologize for the inconvenience. As requested, we have updated the customer's email. Please don't hesitate to reach out if you have any further questions.
Customer Answer
Date: 05/15/2025
[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:05/12/2025
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.
My Keurig K-Duo Essentials ********** quit working after only eight months. I called customer support. Even though I registered it for the warranty as soon as I brought it home, they will not honor it until I provide a receipt. After eight months of use, there isn't a receipt and though I purchased it at ******* I paid with a credit card that does not supply individual receipts. I feel this is a shoddy business practice. They just don't want to honor their warranty.
Business Response
Date: 05/13/2025
We regret that our customer encountered an issue. On May 13, we reached out to inform them that we successfully processed a warranty replacement. We apologize for any confusion this may have caused and appreciate their patience. Thank you.
Customer Answer
Date: 05/14/2025
[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:05/04/2025
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.
On 2-6-25 I won a prize, in the Core Hydration ********* demanded a phone # to be entered, quickly within 10 minutes. I immediately entered my parents phone #, (which I was seated 3 feet from at the time), but conveniently for Core Hydration, the phone never rang, therefore, and I never received the code, to claim my prize.I promptly looked up Core Hydration online, and found out that they were owned by Keurig Dr Pepper.On 2/6/25, I contacted them via their website, and explained the above.On 2/6/25 I received an automated response from Keurig Dr Pepper, via *************************** stating that they would get back to me in 3 days.Four days later, on 2/10/25 I received the bizarre response, stating from ***** at Keurig Dr Pepper, stating that a phone is required to claim a prize; and asking me Do you have a relative or friend that has a phone number that you can use?.Absent time travel, I could not go back, and enter a phone #, under the extremely short time frame dictated by Keurig Dr Pepper and they are fully aware that that time from had long since lapsed.On 2/10/25 I replied to Robing at Keurig Dr Pepper, stating that I did provide my parent's phone #, immediately, but that their phone never rang.On 2/11/25 ***** at Keurig Dr Pepper told me to contact ******************************************************** On 2/11/25 I forwarded the above email chain, in its entirely, to that email address. To this day, they have never responded.On 2/19/25 I replied to ***** at *************************** that the other email address that she had given me, refused to respond to me, and that it had been 8 days, since I contacted them. I never heard from Keurig Dr Pepper, again.On 2/19/25 I emailed Core Hydration, by replying to a previous sweepstakes confirmation email from them, via HelloWorld.That email came back undeliverable.Ive contacted them repeatedly, in good faith; not only have I not received my prize yet, but in bad faith, they have refused to respond.
Business Response
Date: 05/07/2025
We sincerely regret that our customer encountered an issue. Our brand team has thoroughly investigated the matter and will be reaching out to the consumer within the next few days to work toward a resolution. Thank you for your patience
Customer Answer
Date: 05/13/2025
Better Business Bureau:

The business has reached out to me, just as they stated that they would.
They have offered me a gift card.
I accept this result; and thank the BBB for their help with this matter.
You may close complaint # ********.
Regards,
***** *******
Initial Complaint
Date:05/02/2025
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 purchased on July 3, 2023 a K-Supreme SMART Single Serve Coffee Maker. While making a cup of coffee, the ****** shut down, and will not turn back on. I have researched this issue and many state it's the thermostat. Keurig offers an extended warranty if you connect or attempt to connect your ****** to WiFi through the Keurig app at least once each ninety days during the first 2 years from date of delivery. We do use the app periodically, not daily. Since the ****** is currently not able to turn on, it is currently not connected to. I have contacted them numerous times, been put on hold several times and I'm now waiting for their IT department to research the last time WiFi was used.
Business Response
Date: 05/06/2025
We regret that our customer encountered an issue. After verifying their eligibility for the extended warranty, we processed their replacement order on 5/5. We apologize for any inconvenience and appreciate their patience. Thank you.
Customer Answer
Date: 05/06/2025
[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:04/30/2025
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 purchased the original Keurig machine in November 2024 from **********. After it failed, Keurig replaced it under warranty. That replacement unit has now also failed within 6 months of the original purchase. I submitted all necessary documentation, but Keurig is refusing to honor the warranty, stating I must go through the retailer (******) for a refund even though this is clearly a manufacturer warranty issue and not a retail return request.
Business Response
Date: 05/01/2025
We apologize for the inconvenience the customer experienced. On April 30th, the customer reached out to us via email regarding their ******, which was not functioning properly. We informed them that we would be happy to assist with troubleshooting and, if unsuccessful, we could explore warranty options. However, the customer expressed that they were not interested in troubleshooting and instead demanded a refund.
We kindly explained that we were unable to process a refund since the ****** was not purchased directly from us, and advised the customer to contact the retailer where the purchase was made. Unfortunately, the customer declined to follow this suggestion.
Should the customer reconsider, we remain ready to troubleshoot the issue and explore warranty solutions. We encourage them to contact us directly for further assistance.
Customer Answer
Date: 05/01/2025
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 appreciate the opportunity to respond.Unfortunately, Keurigs explanation leaves out key context and misrepresents the nature of my request. Here are the facts:

I purchased the Keurig Duo in November 2024 through *******
The unit completely failed in February 2025, and I contacted Keurig, who issued a warranty replacement.
The replacement machine also failed less than 3 months later with the exact same issue.

I contacted Keurig again in April, clearly stating that this was not a standard troubleshooting scenario. I had now experienced the same failure twice under warranty, with the same model.
At that point, I asked for a refund due to accumulated product failure. My request was based on the fact that I had now owned two defective machines within a six-month period.

Keurig's response claims I refused to troubleshoot, which is not accurate. I had already been through troubleshooting with the first machine, and I was not interested in wasting more time repeating steps that had clearly not resolved the underlying defect.

Their suggestion to contact the retailer also fails to acknowledge that this was their own replacement machine, not a unit I purchased separately. The original purchase was made through ******, yes, but the failing unit was issued directly by Keurig under their warranty program.

This is not about refusing to troubleshoot.
This is not about declining to contact the retailer.

This is about a customer receiving a defective product, receiving a second defective product, and asking for accountability when the issue repeated itself. I provided receipts, serial numbers, and documentation, and was essentially told that unless I was willing to go through the motions again, I was out of luck.

This kind of response from a major brand is frustrating, dismissive, and ultimately unprofessional. At no point did Keurig offer a refund, partial credit, or alternative model, just more scripted responses and recycled troubleshooting options that had already failed.

Respectfully,I reject their characterization of events and stand by my request for better resolution and for others to be aware of this pattern.

Respectfully,
Heather

Business Response
Date: 05/07/2025
Thank you for the feedback. At no time did the customer request another model, just a refund. We left them a voicemail on 5/7 to discuss replacing with another model. Thank you.
Customer Answer
Date: 05/07/2025
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.
Good afternoon,
At no point during the original email exchange did Keurig offer a different machine or model. The only phrase used was to proceed with the replacement process, which I understood, based on prior experience, to mean sending the same model that had already failed twice.

My insistence on a refund came from that very knowledge. I had already received a warranty replacement once, and that second machine failed within three months. I made it clear I was not open to another machine.I wanted a refund because I had lost confidence in the product.

Keurig customer service refused that request, stating that I would need to contact the original retailer. However, the failing unit in question was not from ******. It was sent directly by Keurig as a warranty replacement. Telling me to contact a third party for a product you issued is both illogical and evasive.

Amazon, for the record, had already closed the return window for the original purchase. But after reviewing the full situation, they made an exception and agreed to issue a refund, as long as I returned the machine, which I did. That refund was granted in spite of Keurigs handling, not because of it.

Furthermore, your published warranty documentation contains no language stating that refunds must be handled exclusively through the original retailer. That condition is not listed anywhere in your policy.Directing customers elsewhere while omitting that from your public terms is misleading and unfair.

The voicemail I received on 5/7 made no mention of offering a different model or any specific resolution. It simply left a name and callback number with no explanation. If a different model was truly being considered, it was never communicated. Only in this BBB response is that being implied.

I am not confused. I am thoroughly disappointed by how this was handled. This response is an attempt to reframe the timeline and downplay the lack of support I received. I reject it.
This matter is closed because I resolved it without Keurigs help.

That said, while the issue is technically resolved, it came at the cost of time, frustration, and unnecessary escalation. Given the effort involved, I believe a gesture of goodwill in the form of product credit or compensation would be appropriate.

I remain a customer, albeit a disappointed one. But acknowledging this experience with action and not just words would go a long way.

******* ********

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,
Heather
Initial Complaint
Date:04/28/2025
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 was given a Keurig Coffee Maker, Serial Number **************** as a gift for Christmas, I registered it. The coffeemaker broke the first time I tried to descale it using Keurig descaler, and essentially the Keurig fried the electronics in the ****** and it no longer works, I tried an online chat with the company and a phone call where I was kept on hold for more than a half hour, to be told even though I registered it, I need the sales receipt, it was a gift and the gift giver, my daughter, does not have the receipt, Keurig refuses to honor the warranty.
Business Response
Date: 04/29/2025
We apologize for the inconvenience our customer experienced. To process warranty replacements, we require a receipt to verify the purchase date under our one-year warranty policy. During our conversation with the customer on April 28, they were able to locate the receipt. We are now just waiting to receive it in order to proceed. Thank you for your understanding.
Initial Complaint
Date:04/27/2025
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.
Keurig took over a month to replace my coffee maker after a technical issue with the product. I have the same technical problem occurring again and the ** *** said it cannot be replaced even though it is the exact same issue. This model is faulty. They stated with the original coffeemaker that they couldn't replace with a different model. The model # ****.0100.RV5PB3Z This model is faulty and I would like a different/compatible model knowing this is the second occurrence of the same issue.
Business Response
Date: 04/28/2025
We are sorry to hear our customer experienced an issue with their ******. Unfortunately, as the ****** is no longer covered by the one-year warranty, we are unable to provide a replacement free of charge. However, we are pleased to offer a discount on a new model as a goodwill gesture. Additionally, we proposed sending a replacement cold water tank that might resolve the problem, but the customer opted not to accept this solution. Thank you
Customer Answer
Date: 04/29/2025
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 Answere

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,
****

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