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

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

• 

  Keurig, Inc.

  PO Box 1757 Brunswick, GA 31521

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

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:11/23/2024

  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 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. 

• Initial Complaint

  Date:11/20/2024

  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 Keurig single serve coffee maker last November. This month a descaling light came on. I went to the keurig website, purchased their descaling solution, and followed their descaling instructional video for my coffeemaker. The video informs you to run the solution through the machine until the low water level light turns on. What it doesnt tell you is that the low light does not come on while in descaling mode. My water ran out and my machine started steaming and then powered off permanently. What I have since learned is that the Keurig instructional video is wrong and that this is a fairly common occurrence. Multiple threads suggested contacting the manufacturer for a replacement. I contacted Keurig and explained the situation. They asked if I had a receipt. This purchase being nearly a year old and having no desire to return said product I no longer had my receipt. They were able to verify my purchase by serial number. Due to their policy they werent able to replace without a physical receipt. My call was escalated to ***** (a mgr) He pretended to be sympathetic but instead was condescending offering a discount on another purchase. He could care less if this issue got resolved. I explained to him that had I not followed Keurigs video I would not be in this predicament. I know better than to let the water run out. I explained that many people have had this issue and have gotten replacements without a receipt. This is not my first Keurig. I have been a big supporter and early adopter. This ends here!! This company is responsible for my machine breaking due to inaccurate instructions. The diligence I used in order to protect my product ended up destroying it. Somehow this company feels theyre not responsible for a resolution. ******** customer service! Horrible way to treat people. Beware!!! Do not follow Keurigs descaling instructions. Read the threads. They will not support you for their own shortcomings. So incredibly disappointing!

  Business Response

  Date: 11/22/2024

  We are sorry our customer experienced a problem. We emailed them on 11/21 to assist. Thank you.

• Initial Complaint

  Date:11/14/2024

  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 currently have a Keurig K10 mini coffee maker (S/N: 31.2100.0014165) that I was recently informed is a hazard and under recall. Keurig and the ************************************** both list it as recall on their websites and instruct consumers to contact Keurig for a repair kit. I have contacted Keurig multiple times and as recent as 11/8/24 and customer service representatives have told me after being placed on long holds that they are processing my concern to address the issue. Each time I have been informed that I will receive an email to explain the process. No verbal information has been given. All have declined my request to speak to someone in upper management. Two days ago, an UPS driver showed up at my home asking for a package. He was not sure of the requestor and I had no idea what was going on. Days later now I think perhaps it was arranged by Keurig in request to pick up my coffee maker, however I received no emails indicating this as part of the process. The only email I have received from Keurig have been thanking me for contacting them and assigned #SR0007633696, stating to call with questions.

  Business Response

  Date: 11/14/2024

  We're sorry to here this has been our customer's experience. We spoke with her today and informed her of the process and resolution. 

  Customer Answer

  Date: 11/21/2024

  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 received a call from the Keurig representative on 11/14. She provided me instructions on the resolution process which included returning the recalled coffee maker to them and receiving a replacement at no charge to me. She stated she was placing an order that day for the replacement. *** (scheduled by Keurig) picked up the recalled coffee maker from my home on 11/15. The replacement coffee maker is showing on my account as ordered on 11/14 with the delivery method as standard 3 to 7 days. Unfortunately, it has been seven days and the replacement still has not shipped. 
  
  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: 12/03/2024

  Our records indicate the replacement was shipped and delivered on November 25th to the address provided. *** has a proof of delivery associated with the tracking number. If you have not received it we suggest contacting **** Thank you

• Initial Complaint

  Date:11/13/2024

  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 a Keurig Supreme single serve Bluetooth enabled coffee maker that was a gift to me in approx. March of 2024. There is no receipt available. I followed the instructions they gave me and on the phone they confirmed my unit as per the serial number I gave them have a "code 11" malfunction and was covered under warranty. I suspect the call center was an overseas unit but regardless without a receipt my under a year old unit when they said was failing cannot be replaced if I don't have the receipt. This is completely unacceptable as the s/n indicates it IS under warranty per Their reply. They would off a new unit for $141.00 a discounted price.

  Business Response

  Date: 11/14/2024

  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. Thank you

  Customer Answer

  Date: 11/14/2024

  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,

  ******

  This machine was a gift and the receipt was probably thrown out with the box. I have no way of providing a receipt. You can  see it is a valid serial number and when I registered it. 

   

  Business Response

  Date: 11/19/2024

  We apologize for the inconvenience. Our policy requires a receipt for any warranty replacement to be considered. We offered the customer a discount on a new ********************** maker but they did not want to take us up on the offer. We consider this matter resolved. Thank you

  Customer Answer

  Date: 11/19/2024

  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,

  ******

  I am sorry but to have a new unit with a serial number within the 1 year warranty and confirmed by Keurig phone assistance that it IS under warranty and can be replaced ONLY if we provide a copy of the receipt. I explained now multiple time this was a gift from my son and the box was discarded along with the receipt. Code 11 problems can be found as quite common with an internet search. Also common is Keurig response denied warranty and off an embarrassing option of paying $140.00 to get a new one shipped to me. This will be not only my last reply but my last Keurig solely because their customer response and empathy is arrogant at best.

   

• Initial Complaint

  Date:11/13/2024

  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 coffee maker November 17 of last year. It stopped working. I filed a claim with them on November 7th of this year, and after speaking with them, I was told it was under warranty and to submit a picture of serial number through their link. I have tried to do that multiple times and every picture is denied, so I emailed all the pictures to their support team with receipt and date of purchase and serial numbers. Now I want my replacement.

  Business Response

  Date: 11/13/2024

  We are sorry to hear our customer experienced a problem. We have reviewed the documentation they sent to us and have processed their warranty replacement. Thank you

• Initial Complaint

  Date:11/12/2024

  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.

  Brand new in the box Keurig Duo purchased September 2024 ******************** store. There was no warning stating warranty wasnt valid if not purchased directly from Keurig. The coffee maker stopped working October 12th 2024. ***orted to Keurig email and received instruction to call their customer service number, which I did. ********************** customer service *** stated they couldn't refund because I didnt purchase directly from Keurig. How was I supposed to know that? There are no disclaimers on the box or at the retailer. Keurig cs *** stated they would ***lace the item and *** stated they would send me an email so I could send photo of serial number and receipt. I never received an email. I sent another email followup, and sent the photos as requested. Today, I received two eperate emails denying my claim. Eqxh email contained inaccurate denial reasons. The item was purchased ***** new at **************** store. It was not purchased used. The serial number is directly from the ********************** maker unit. I provided the receipt from Sept 22 2024 purchase. The item is defective. It will not power on. It stopped working 18 days after purchase. I ***orted within 30 days and now almost 60 days later they're denying me a refund and denying a ***lacement. At this time Keurig has not honored the warranty they have published and I have a defective item and no recourse? How is that allowed to occur?

  Business Response

  Date: 11/14/2024

  We apologize for the experience our customer had. Upon further review of the account, we were able to issue a warranty replacement ******. We've attempted to contact our customer by phone but were unable to leave a voicemail message. We have sent her an email with the details and resolution. 

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  Our Keurig coffee pot is under warranty - I have called Keurig for 2 weeks trying to get a replacement. They initially sent us the wrong one and then they sent us a coffee pot that doesnt work. Keurig refuses to send a working Keurig k-supreme plus smart that is under warranty

  Business Response

  Date: 11/15/2024

  We are sorry to hear our customer experienced a problem. We sent them a warranty replacement on 11/11. We consider this matter resolved. Thank you

• Initial Complaint

  Date:11/10/2024

  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 brought a Keurig coffee machine, on June 26, 2024. It quit working. I went to to the store I purchased it at which is *******. They told me it was over 30 days for the warranty and to contact Keurig. I was on the phone for over an hour with a horrible connection and was finally sent an email to send in the information. I was told to send pictures of the serial number, original retail receipt and my address. Which I did. I did all of this. The receipt was from the ******* site with serial number and all items purchased. I printed the reciept from my ******* account. This is the email I received today 11/10/24. Looking over the complaints this company- has an issue with #1 the product and #2 honoring the warranty of the product sold.I attached the email sent to me. And respectfully ask for any help you can provide. I just want a replacement."Hello ******* ********,We have received your photos for your proof of purchase. Upon review, we regret that we are unable to accept your photo(s) as they do not meet our requirements per our warranty policy. We could not process your request due to one the following reasons:Serial number is not valid.Proof of purchase provided is not valid.Proof of purchase shows a purchase date outside of our 1-year warranty.Proof of purchase states ****** was purchased Used.Proof of purchase provided is not from an authorized retailer.If you have any further questions, you may reach us at ************** (2739). Should you need to call, please reference the *** in the subject of this email for faster processing.Sincerely,Keurig ************* ****************************** 1 866 901 BREW (2739)Invalid Proof of Purchase {##***************##}"I thank you for all your help in advance.Respectfully,Ms. ******* ******** MSW ************

  Business Response

  Date: 11/14/2024

  We apologize for the poor experience our customer had. We reviewed the proof of purchase submitted and have issued a warranty replacement ****** to the customer. 

  Customer Answer

  Date: 11/14/2024

  [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:11/08/2024

  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.

  Ordered a coffee machine via their website. Upon entering the final page it ended in an infinite loading loop where I refreshed and ordered the item again. I was charged twice for the product when I only meant to order 1 due to terrible website mechanics. Tried contacting via email and I get error messages no matter what I type and what I put in the response emails won't go through. I tried contacting via chat support. Every agent disconnected the call after several times trying to contact them. Same thing for phone call agents can barely be understood and either disconnect the call from me or don't pick up after long periods of time. No real support or help being made for my issue.

  Business Response

  Date: 11/14/2024

  We apologize that our customer had trouble connecting with us. We've reviewed the issue and have emailed the customer with a resolution. We're awaiting their response. 

  Customer Answer

  Date: 11/27/2024

  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 # ********.

  I was contacted by a person via Keurig and they were helping me but stopped responding to me after I returned the item and have not received a refund and seems they are scamming me unless I get a refund for the product I returned. 

  
  Regards,

  *****

   

   

  Business Response

  Date: 12/03/2024

  We apologize for the inconvenience. Our records indicate we issued a credit back on 11/27. If it was not received yet, we recommend the customer reach out to their payment provider. Thank you

• Initial Complaint

  Date:11/05/2024

  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 have spent the morning screaming at ******** who refuses to solve the problem. Please send me my $14 in form of a check. These ecoupons were ridiculous they did not work, stores laughed at me and I am still out to extra large containers of applesauce which my family loves. Which I make my cakes with also. This person said there were no coupons and they sent me this e nonsense. I'm a senior and nobody had any of these stores could make it work. I will accept a refund please. I've spent another half hour with someone in ******** who knows nothing obviously cheap labor. Thank you

  Business Response

  Date: 11/07/2024

  We are sorry to hear our customer experienced a problem. We have issued the customer several coupons to make up for the money she has lost. The first coupon was issued on 10/30. We issued her coupons again today on 11/7. Thank you.

  Customer Answer

  Date: 11/10/2024

  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.

   

  I bought four containers of applesauce to make an applesauce cake. I received coupon for one replacement bottle. The company **** me three coupons. I've spent hours trying to explain this to people that don't speak good English when they answer for this company in foreign countries. Please help me get my other three coupons. I am due to make another applesauce cake for Thanksgiving for my son coming from the military for leave. Thank you.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 11/19/2024

  We apologize we have sent the customer a coupon to help with her issue. We are not able to provide free coupons for four jars of applesauce. Thank you