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.

  53 South Ave Burlington, MA 01803-4903

• 

  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

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

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:06/24/2025

  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.

  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 # 23508050. 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,
  

  Archna

  
  

  
  
  

   

  
  

   

  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 customer’s 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 # 23489270. 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. That’s 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 daughter’s 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,
  

  Theresa

  
  

  
  
  

   

  
  

   

  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 # 23489270. 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,
  

  Theresa

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/22/2025

  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.

  While under warred my coffee maker continues to trip my breaker. (S/N: 83.2300.0267036)I need to speak to somebody about honoring the good-faith warranty contract that this was sold with since the issue began while it was under warranty. please see reference number SR0008745643

  Business Response

  Date: 06/23/2025

  We're sorry to hear about the issue our customer experienced. We're happy to review a potential warranty replacement; however, as previously communicated, a valid receipt is required to honor the one-year warranty. Once the receipt is received, we'll be glad to take the next steps. Thank you!

• Initial Complaint

  Date:06/16/2025

  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.

  I attempted to purchase several Keurig machines on 6.11.25. When I hit the "submit" button for my order, the website sent me to a blank page that never stopped loading. I checked my email (including the spam folder) for an order confirmation and/ or a receipt and then I checked to see if I had a pending transaction on my credit card - I did not. Since all indications were that the order had not gone through, I called Keurig's customer service number. The customer service representative could not confirm the order had been placed and wanted me to set up an account to place an order with them over the phone. I didn't want to create an account because I didn't want to receive marketing emails. I tried once again to place an order and the same thing happened. I called customer service again with the same result. Frustrated, I ordered my coffee machines from a different vendor. The next day I received a ton of Keurig marketing emails mixed in with several order shipment emails, but still no invoices or receipts. Then ALL the coffee makers started showing up at the office. I called Keurig's customer service to explain that I tried every avenue to confirm that my orders had been placed and that their own team told me they had not. I said that I no longer needed any of the machines since I had ordered elsewhere and that I needed receipts for all charges made to my card and to return all the coffee makers. I spent an hour on the phone explaining the situation multiple times and the best they could do was to request receipts and tell me I should hear from someone within 3 business days. They also said I would be responsible for the shipping costs for the orders their team couldn't even confirm were placed, that I still don't have receipts for, and that no longer need. I can't upload a receipt for documentation as I never received one, but I do have the order numbers from the shipping emails.

  Business Response

  Date: 06/19/2025

  We apologize for the inconvenience the customer experienced. Return labels have been provided for the brewers, and once they are received, we will promptly process the return. Thank you for your understanding.

• Initial Complaint

  Date:06/16/2025

  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.

  Purchased two of the same brewing machines. Both machines stopped working in the same manner - power failure. Reached out to Keurig and followed technical support suggestion. Had to call with machine in front of me and follow directions given on phone - which eluded to plugging in coffee maker can confirming it would not work. Provided requested documentation via email as requested - proof of purchase and cost of machines. I have emailed 5 times about this issue. I spoken with technical support one time - no follow up as I was told happened. I have provided serial numbers of both machines on the phone with tech support.

  Business Response

  Date: 06/18/2025

  We apologize for the issue our customer encountered. On June 17, we reached out via email to request their shipping address for one of the brewers so that we can proceed with a warranty replacement. For the second ******, we still require a picture of the serial number to continue the warranty process. We appreciate their cooperation and look forward to resolving this promptly. Thank you.

  Customer Answer

  Date: 06/23/2025

  [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. 

  I regret having to get BBB involved but am happy that Keurig responded promptly after doing so. 

  
  Thank you,
  
  **** *********

• Initial Complaint

  Date:06/14/2025

  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.

  I have purchased numerous Keurig's in the past and never had a issue. This one is a double brew with pod and I have never used it since I purchased it and states add water. I called in to trouble shoot and customer service placed an order for a ***lacement of the water reservoir. that didn't work and I called back and the customer service *** wasn't helpful and I couldn't understand his english. I was fustrated an asked to speak to a Manager and the he was extremely unprofessional and told me to descale the machine which is brand new and then he didn't know the directions to descale the machine and then he hung up on me. this is absolutely horrible and I have purchased a lemon and going through hours of customer service and getting no where.

  Business Response

  Date: 06/18/2025

  We apologize for the issue our customer encountered. On June 17, we connected with them to work toward a resolution and determined that a warranty replacement is necessary. As soon as we receive their proof of purchase, we will promptly send the replacement. Thank you for your patience and understanding

  Customer Answer

  Date: 06/24/2025

  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,

  ********

   

   I left a message to customer service for someone to get back to me. I need another link sent because the one that was sent is going to expire. The customer service *** didn't understand so I asked to be called back and she got my number incorrect and I had to ***eat it several times. My callback number is ************.I am having a difficult time finding my receipt and need more time. 

  Business Response

  Date: 06/25/2025

  Thank you, we followed up with the customer on 6/25.

  Customer Answer

  Date: 07/01/2025

  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. 

  [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 submitted the photo of the Keurig machine, SN and receipt to the email listed 

• Initial Complaint

  Date:06/14/2025

  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.

  On June 10, 2025 at 4:50 PM, I placed an order for $120.28 worth of coffee pods through the Keurig website using Apple Pay. The payment was approved and is on hold for Keurig with my bank. However, Keurig has no record of the order and I have received no confirmation or product. I called the Keurig contact number ***************) and, over the course of one frustrating hour, spoke with three different representatives; each one insisting that the problem must be on my end through some fault of Apple Pay or my bank, but as stated above, the payment was approved and is on hold for Keurig. The second representative actually hung up on me.A screenshot of the pending/held transaction is attached.

  Business Response

  Date: 06/19/2025

  Thank you for reaching out to Keurig. On June 18th, we contacted the customer via email to clarify that the amount reflected was an authorization hold only, and no order was processed. We recommend using an alternative payment method and attempting the transaction again.

• Initial Complaint

  Date:06/14/2025

  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.

  We have been Keurig owners for the past 12 years or so. Have had all of the units from the single cup to our current unit the Keurig Supreme. Looking for the best and richest taste we can get.We got our latest Keurig this past October...Keurig Supreme Serial ******************* my wife and I use it daily for a total of 3 cups..2 for her and 1 for me.For the past couple of weeks, we have been getting an error #** for insufficient water.Don't know how that happens since our unit is always filled to the top ******* finally, we called in the evening on June 12, 2025 to see if there is a fix. The Keurig associate,who was difficult to understand, guided us to reset the control below the water container.This lasted only for that evening as the next morning, June 13, 2025 along with this morning June 14th, we had same error issue #**. This error requires us to take out our K cup pod and fully open the top of the lid until it resets and then works. Not good to say the least!Looking for a refund as guaranteed by Keurig

  Business Response

  Date: 06/19/2025

  We apologize for the inconvenience the customer experienced. After speaking directly with them, we determined that a warranty replacement was appropriate. We have since provided a replacement unit to resolve the issue. Thank you.

  Customer Answer

  Date: 06/19/2025

  [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,
  
  ****** *********