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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:11/04/2024

      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.
      Their core water bottles started leaking out of nowhere when I put in in my bag! ***************!

      Business Response

      Date: 11/12/2024

      We are sorry to hear our customer experienced a problem. We have attempted to call them 3 times at the phone number provided and each time it disconnects. We have emailed the customer as well but have not heard back. Thank you

      Customer Answer

      Date: 11/13/2024

      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 need more options for resolution.

      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,

      Junior

       

       

      Business Response

      Date: 11/19/2024

      We tried to call the customer several times. We had to email them since we were unable to reach them by phone. With limited information on their issue and our inability to speak to them it was challenging for us to resolve the issue. We sent the customer digital coupons following their email to us. We consider this matter resolved. Thank you

      Customer Answer

      Date: 11/20/2024

      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. 

      No coupons were sent
      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,

      Junior

       

       

    • Initial Complaint

      Date:11/04/2024

      Type:Product 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.
      **** ******** *********************************************** **************************** ************ [Date]Dr. Pepper Snapple Group Subject: Request for Status Update on Coupons ************************************* Customer Service,I hope this message finds you well. I am writing to follow up on an issue I previously reported regarding three 12-packs of Canada Dry. I was promised three $10.00 off coupons as compensation for the inconvenience caused.Despite my repeated follow-ups, I have not received any updates on the status of these replacement coupons.I would appreciate a clear answer regarding their whereabouts. While I consider filing a complaint with the Better Business Bureau a last resort, I would prefer to resolve this matter directly with your team.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,**** ******** **************************** ************

      Business Response

      Date: 11/05/2024

      We are sorry to hear our customer experienced a problem. We attempted to call him today with no availability to leave a message. We emailed the customer asking them to return our call.

      Mr. ******** contacted us by email on 10/6, reporting he had a 12 pack of soda that wasnt carbonated.  He requested 3 coupons and we agreed on two free 12 packs which were emailed on the morning of 10/18. Mr. ******** emailed asking for physical coupons, which unfortunately we cant provide. Mr. ******** emailed again on 10/24, stating that his email address had changed, and asking us to resend the coupons to a new email. Two additional coupons were emailed to his new email address on 10/31.

      Customer Answer

      Date: 11/05/2024

      I have checked my inbox, spam, junk and related folders. I do not have an email on 10/18 or 10/31 with the agreed upon offer to my Gmail address. 

      Can you resend the offer?

      Also, feel free to call me at: ************.

      Thank you 

       

       



      FAQ

      Regards,

      ****

       

       

      Business Response

      Date: 11/08/2024

      We spoke with Mr. ******** by phone this afternoon and confirmed delivery of his coupons by email.  This issue has been resolved.

    • Initial Complaint

      Date:10/30/2024

      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.
      I ordered a K-Supreme smart ****** i. January 2024 SERIAL # ***************. This ****** stopped working in April 2024. I contacted customer support and they stated they would send a replacement. I received the replacement SERIAL # *************** and the ****** worked fine until October 2024. At this point, I called and asked for my money back. This was not a reliable product and is highly priced. I was told that the only resolution was ANOTHER replacement because it was past the 30 day money back. I would like my money back, as the product is faulty. This last ****** made a loud pop sound and stopped working altogether.

      Business Response

      Date: 10/30/2024

      We are sorry the customer experienced a problem. We let the customer know we offer a 30 day money back guarantee. Since the customer is out of the 30 day period we would not be able to honor it. The customer accepted a warranty replacement that we sent on 10/30. Therefore we consider this matter resolved. Thank you

      Customer Answer

      Date: 10/30/2024

      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 reject this resolution, as I was not offered a refund.  I was either to accept the replacement or lose the money I paid.  This item did not last even one year.  After an initial replacement, it still died again.  I do NOT want another coffee ******, I want a refund.  They can keep the replacement.   

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

      FAQ

      Regards,

      ***

       

       

      Business Response

      Date: 11/07/2024

      We apologize the customer is out of the timeframe where we can offer the money back. The customer accepted a replacement ****** that we sent to replace her broken ******. We consider this matter resolved.

    • Initial Complaint

      Date:10/29/2024

      Type:Billing 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 signed up for a Keurig business account sometime in 2023. I have a commitment to order so many packages of Keurig pods by April 2025. I needed to update my payment info. Cannot do this online their Web page is configured. So mi must call a toll free number. I guess kuerig offshored their call center. I cannot understand their call center ***. She cannot understand me. I also have a permanent medial condition that makes it challenging for me to talk on the phone as it is. All I want to do is iodate my payment info so all future orders I place can be successfully completed. No idea how else to do this. Very frustrating. ****** is not the same company it once was. I have a few other non Keurig coffee makers, I am going to start using these once I fulfill my prescription. Soils be nice if someone from their corporate office would contact me so I can successfully update my business account payment info.

      Business Response

      Date: 10/31/2024

      We are sorry to hear our customer experienced a problem. We spoke with them on 10/31 and were able to resolve their issue. Thank you

      Customer Answer

      Date: 10/31/2024

      [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. The Keurig employee whod promptly contacted me was very helpful too. 

      Regards,

      *** ******

    • Initial Complaint

      Date:10/28/2024

      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.
      10/7/2024 Ordered replacement for a Keurig we had used for less than a week. We still have not received the product. Ive been calling daily and they cant give me an explanation of where the ****** is or why it hasnt been shipped. They keep telling me someone will call back. No one ever calls back. Ive been demanding my money back but they do the same thing - tell me someone will call back. Whenever I call the representatives speak very very bad broken English. This is the worst. Company Ive ever dealt with. I want my ****** back or I want the product shipped overnight

      Business Response

      Date: 10/31/2024

      We are sorry to hear our customer experienced a problem. We spoke to them on 10/30 and resent their replacement ******. Thank you

    • Initial Complaint

      Date:10/24/2024

      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 buy this Keurig coffee maker k due essentials and i used it only 3 times and it stop working the power on switch does not work. i try calling to get a refund or credit or exchange and they would not give anything ..

      Business Response

      Date: 10/24/2024

      We are sorry to hear our customer experienced a problem. We let our customer know that 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. We did offer the customer a significant discount since he cannot provide a receipt. Thank you

    • Initial Complaint

      Date:10/23/2024

      Type:Billing 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 3 boxes of 24ct coffee pods through my account with **********************. One of the payment options was ****** so I clicked ******. I then get a message from Keurig that says We are unable to receive authorization from your payment provider. Please contact your payment provider for further assistance or yet another payment method. One of the other payment methods was Apple Pay which we dont have. I then received this message from ****** You won't be charged until Keurig Green Mountain, Inc. processes your order. To see the full transaction details, log in to your ****** account. Keep in mind, it may take a few moments for this transaction to appear. Thanks for using ******. My transaction number is Transaction ID ******************** I called Keurig yesterday and the customer service person couldnt help me she told me that she would have someone call me too sort this out. I am not going to put my life on hold waiting for a call from them.I am hoping that you can assist me in this matter. Your faithfully,********* ***

      Business Response

      Date: 10/24/2024

      We apologize our customer experienced a problem. We left them a voicemail on 10/23 to let them know we do not see an order on our end. Thank you

      Customer Answer

      Date: 10/24/2024

      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,

      *********

       

       

      Business Response

      Date: 10/30/2024

      We are sorry our customer experienced a problem. We spoke to them on 10/30 and were able to resolve their issue. Thank you

    • Initial Complaint

      Date:10/22/2024

      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.
      A couple of weeks ago the coffee maker stopped working, no power on. Contacted the company few times since the unit still under warranty. Without any response. I explained to the company that I am going to file a complaint with the BBB. They ask me for the receipt but since I can't find it and we bought that unit with my wife debit card. I wish I know that's company is not alignment business . I am asking them to be up to their responsibilities and repair the unit, not asking to replace the unit. Thanks for your help

      Business Response

      Date: 10/23/2024

      We are sorry to hear our customer experienced a problem. We left the customer a voicemail on 10/23. 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. We would be happy to offer the customer a significant discount on a new unit. Thank you

      Customer Answer

      Date: 10/23/2024

      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:10/20/2024

      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.
      On October 13th, 2024 I woke up in the morning and proceeded to our Keurig coffee maker to make coffee. As I went to push the power button the machine did not turn on. I plugged the machine into a different outlet and it still would not turn on. So I plugged my Apple watch into both outets to double check the power. The watched turned on and started to charge. The night of October 14th I called at 6:11 pm Keurig support number ************** to report this. The representative I spoke with asked for my name, phone number, and serial number of the machine. I gave her all the information and had to repeat due to quality of the call. She informed me to unplug machine and plug in a different outlet. Again, it did not power on so the **** stated that we need a new machine and ours was registed & showed purchased in December 2023. I was given the machine as a house warming gift and asked if it is still under warranty. She informed me it is still under 1 year warranty. So I asked do I send this one and they send me a new one. She then said she could give me a 25% discount on a new one because I would have to go to the store to get the receipt. I asked how could I know where my in-laws purchased this and it shows in the system register and still under 1 year warranty. She then said it is under warranty but nothing she could do. At that point I felt I was being lied to and pressured to buy a new one when this one was under a year old. I asked to speak to a supervisor/manager but don't hang up because I want to do the survey at the end. The manager came on the line asked for my information again and wanted the model number to make sure it was the right one. Now I felt like this was being deflected because I have not bought one before and I just wanted this repaired or renewed. The supervisor's name is Jesa and she would not give me the 1st **** name. Also, she said good night, we will have someone call you, and hung up. I have not received a call since.

      Business Response

      Date: 10/23/2024

      We are sorry to hear our customer experienced a problem. We reached out to her on 10/23 to let her know 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. If she is able to provide a receipt and we can validate it we would be happy to offer her a warranty replacement. If she is not able to provide a receipt we can offer a significant discount on a new ******. The customer advised she was not happy with our solution and would reach back out to the BBB. Thank you

      Customer Answer

      Date: 10/28/2024

      [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:10/18/2024

      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.
      - May 11 2024 ordered a Keurig Supreme Single Serve Keurig for $139 and received it May 13 2024 - Machine stopped working in August. Contacted Keurig and they sent me a new one August 5 2024 - That machine stopped working and they sent me another machine August 19 2024 - The issues with the before-mentioned machines include smoking, machine shorting and no longer powering on, and the lid to the * Cup port not closing properly - October 18: Went to brew coffee and the machine smoked, shorted, and now does not turn on. Called Keurig and explained I do not want a 4th machine in less than 6 months, and that I will be purchasing a new coffee machine from a different company. I wanted to inquire about a monetary refund for the machine and/or for the $44.83 in * Cup pods I purchased at the end of August for the machine that I can no longer use. Everyone I spoke to said that since the original was purchased on ******, they could not send me any refund and that I would have to go through ****** for that (I am outside the window for that with ******). For the pods, they said that since there is nothing wrong with them they cannot issue me a refund. * This is the 3rd time I have had an issue with my Keurig in less than 6 months and the only solution they offered me was to send me a new machine *

      Business Response

      Date: 10/21/2024

      We are sorry our customer experienced a problem. We shipped them a warranty replacement on 10/18. Thank you

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

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