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Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

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

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

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    Customer Complaints Summary

    • 372 total complaints in the last 3 years.
    • 158 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 from ******. I tried to register it on line to activate the warranty, but could not. I called customer service numerous times. B/c cs is offshored, representatives cannot and do not understand English. I repeatedly asked for "onshore representation" which they did not understand. I asked for a supervisor and was told I would have to provide my phone# and availability for a call back. Of course, they don't give you a time. I guess they expect you to be on call for their call, no matter when or what time it comes. Beyond ridiculous. SN# **B.1282.MTPNFXH.

      Business Response

      Date: 12/11/2024

      We are sorry to hear the our customer experienced a problem. We were able to register their ****** on 12/11. Thank you

      Customer Answer

      Date: 12/11/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Thank you for getting this product registered; however it doesn't seem to be working correctly. It makes odd gurgling sounds and also is brewing coffee that results in grinds in the cup; therefore, having to discard and brew another cup.

      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: 12/13/2024

      We have emailed the customer for their proof of purchase. We require a proof of purchase to honor the one-year warranty. Thank you.

      Customer Answer

      Date: 12/16/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I provided both the receipt (attached here as well) and the serial number (picture) to ********************** customer service email. 

      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:12/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 K-Supreme Smart on November 30, 2024. The package arrived today and the unit doesnt connect to WiFi. Contacted their customer auppprt where they were also unable to assist with connecting me to wifi. They said they would escalate my problem to a higher level and never heard from anyone thereafter. Ive since called to make arrangements to return and was advised by the customer service *** that they would make an exception and provide a return shipment label, which they have not and the *** rushed me off the phone. Now Im responsible for returning and if this gets lost, then Im out of the money I paid. I feel they falsely advertise that its a smart unit when they know the coffee makers have difficulty connecting to wifi and continue to mislead consumers to believe that it will. I would like for them to provide a return label at their expense for sending back as its not fault this unit doesnt connect.

      Business Response

      Date: 12/06/2024

      We apologize for the miscommunication. A return shipping label has been issued to the customer via email. 

      Customer Answer

      Date: 12/06/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:12/03/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 credit card was used fraudulently with this company. I have asked for information and they have been difficult to deal with. I would think that fraud would be important to them however I keep ending up in dead end conversations with their phone banks. They are outsourcing these calls and basically they take your info and promise someone will call you back. I have had to cancel my card and still the issue is not resolved with them.

      Business Response

      Date: 12/09/2024

      Hello, we've been in contact with ***** on 12/5 and 12/6 and the issue has been resolved. 

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought this Keurig Coffee Maker Classic but within 1 year itstarted giving issues with brewing less than 5oz for an 8 oz cup of water. I ran the clean cycle, Cleaned nozzeles with paper clip , did not help. Called customer service which was terrible, some asian lady who wasted my time and than at the end tells me that your machine is no longer under warracty so we can give you a discount for you to buy a new one from our company. No replacement at all.

      Business Response

      Date: 12/05/2024

      We are sorry the customer experienced a problem. The ****** the customer was calling about is three years old. Our warranty is good for one year. We offered the customer a significant discount since the ****** is outside the one-year warranty. We consider this matter resolved. Thank you

    • Initial Complaint

      Date:12/02/2024

      Type:Order Issues
      Status:
      Answered
      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 11/21/24 I ordered various items from Keurig. Order #********* spent $57.90 for this particular order. I noticed the Dunkin Midnight pods, some were damaged. I attempted to resolve with the customer service department. They kept asking me for the order number and repeat my concerns. After a third time. I got quite tired of this routine and asked them to repeat the order number to me. I was then placed on hold for 30 minutes. A representative never returned to the line. So I hung up the phone. I attempted to send an email. But their system doesn't allow an email complaint.

      Business Response

      Date: 12/04/2024

      We apologize the customer experienced a problem. We have issued them a coupon for their issue. Thank you

    • Initial Complaint

      Date:11/30/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Complaint Against Keurig for Health Issues Caused by Product Dear Better Business Bureau,I am writing to formally lodge a complaint against Keurig regarding their '1 Step Vanilla Latte' instant coffee pods, which I believe have caused me significant harm on two separate occasions.Incident Details:After using the product on two separate occasions, exactly two weeks apart, I developed strep throat each time.I have sent the coffee pods to a laboratory for testing.I possess official letters from my college medic confirming my diagnosis of strep throat on both occasions.Impact on My Life:Physical Impact: Repeated bouts of strep throat have left me suffering from severe pain, fever, and fatigue, greatly affecting my overall well-being.Emotional Impact: The stress and anxiety caused by these illnesses have significantly impacted my mental health.Academic Impact: As a college student, my studies have been disrupted, forcing me to miss classes and assignments, thus hindering my academic progress.Request for Compensation: Under the Consumer Product Safety Act (CPSA) and the ************************ Act (FTCA), consumers are entitled to products that are safe and free from contaminants that could cause health issues. Keurig's product failed to meet these safety standards, resulting in my repeated illness.I have requested compensation of $2,700 from Keurig to cover the physical, emotional, and academic disruptions caused by their product. I have not received a satisfactory resolution from the company. Therefore, I am seeking the BBB's assistance in resolving this matter.Thank you for your attention to this urgent issue. I look forward to your assistance in achieving a resolution.Sincerely,***** ****, Student

      Business Response

      Date: 12/02/2024

      We are very sorry our customer experienced a problem. We have no record of this customer contacting us regarding this issue. We take these matters very seriously and will be contacting the customer right away. Thank you.

       

    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 received a Keurig Slim on November 10th 2024 as a gift from a church. It was donated so we have no idea or way to get the receipt. As soon as we open the box, which had not been opened it did not heat. I contacted the company and they said we would resolve it in an email. So I called them gave them the serial number and the lady on the phone said it was still covered under warranty. Because it was new. But when it came down to it they said I had to have a receipt. Even though I told them it was a gift. They told me there was nothing they could do. I would like a new Keurig, because they should stand by their products. This is actually the third Keurig we've had, the first two stopped working within 6 months.

      Business Response

      Date: 12/02/2024

      We are sorry to hear our customer experienced a problem. Our warranty requires proof of ownership and receipt of purchase. In order for any claim to be considered, both of these items must be provided and deemed valid. Without a receipt we can offer the customer a discount on a new ******. Thank you

      Customer Answer

      Date: 12/02/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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:11/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 keurig. Its covered by warranty for a year. They refuse to honor warranty. I uploaddd proof of purchase and photos and still not being accommodated.

      Business Response

      Date: 12/02/2024

      We are sorry the customer experienced a problem. We replaced their ****** on 11/27. We consider this matter resolved. Thank you

    • Initial Complaint

      Date:11/25/2024

      Type:Product Issues
      Status:
      Answered
      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 ordered a keurig back in March for a special, within 2 weeks I stopped using it. I was supposed to be auto shipped cups every 6 weeks or so, cut to 8 months later being randomly billed the amount for the K-Cups. Id like to just return the entire device as it just sits in my cabinet, but even Keurigd website just has glitch after glitch. First when I got the machine I couldnt register it and had to contact them..? And then, when I needed to reach out to them via the email fill out form, another website error. Just a headache and a half for such a cheap machine

      Business Response

      Date: 12/02/2024

      We are sorry the customer experienced a problem. The customer signed up for our ********************** Starter Kit. The Keurig Starter Kit is a coffee maker at a reduced price as long as they fulfill a commitment of ordering a certain amount of coffee. The customer canceled their commitment before they fulfilled it, charging them the cancelation fee. We have waived the cancelation fee and restarted their commitment. As long as they fulfil their commitment the cancelation fee will remain waived. Thank you

      Customer Answer

      Date: 12/03/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      I have cancelled the starter kit as I havent used it since I got it. Id rather pay $140 than pay another $248 in k-cups for 4 more boxes. I spoke with **** briefly and he has not replied back to my emails. I canceled the starter kit, they reinstated it which I DID NOT WANT and so I had to go through canceling it all over again  I just want refunded for the K-Cups they attempted to send me. I had to stay home from work that day to refuse the package as they dont do returns on K-Cups and I would have put to cancel the Starter Kit but the company failed to charge my card every 12 weeks, instead the company waited 8 months to charge my card. The package was refused for the most recent K-Cup autoship and Keurig should be able to see that to refund me.


      Regards,

      ****

       

       

      Business Response

      Date: 12/04/2024

      We apologize the customer was not happy. Since the customer has not fulfilled the commitment, we have gone ahead and charged them the cancelation fee. We see that the customer has refused the order and we have refunded them. We have reached out to the customer via email to let them know. We consider this matter resolved. Thank you

    • Initial Complaint

      Date:11/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 my Keurig Smart ****** on March 5, 2024 and I am very frustrated with Keurig and this whole Auto Delivery stuff. For some reason my card never goes through, there is nothing wrong with my address or zip - but on November 22 when my auto delivery was supposed to ship, I get an email that there is a card issue and they just cancelled it out and scheduled it for the next delivery 6 weeks away!I tried to contact support on the phone but the hold is so long and the people are extremely rude and make you sound like an inconvenience, and was told to contact my card issuer but my card issuer says there is no problem - and the payment goes through but keeps getting reversed my Keurig.I tried to contact Live chat but only got an error saying "having trouble". This is pathetic.I decided to cancel my Auto Delivery - and of course Keurig sends me an email right away saying I did not meet my obligation of 12 boxes so they are going to charge me $100. I WAS TRYING COUNTLESS TIMES BUT I AM SICK OF THIS! I am considering just throwing the machine away and getting a Nespresso so I don't have to go through this headache.

      Business Response

      Date: 11/26/2024

      We're sorry to learn of our customer's experience. We have left them a voicemail message and followed that up with an email so we can assist them further. 

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

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