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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:10/17/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I own a Keurig supreme smart plus coffee maker. This machine is connected to Wi-Fi and reads the * cup pods so the machine knows what type of coffee you are brewing. At the beginning of August 2024, my machine disconnected from Wi-Fi and stopped reading the * cups. I have done everything on my end to troubleshoot the issue; unplugging & plugging the machine back in, resetting my modem, resetting the machine back to factoryIt just doesnt want to pick up my wifi anymore. I started calling Keurig customer service ***************) mid August. The front line customers service agents can not handle this issue so they have to escalate the issue to corporate support. Corporate support is supposed to contact you within 48 hours. At the beginning they said they tried to email me with further instructions. When I called customer service back, I advised them that I was not receiving the emails and to please call me. I have been calling every 3 days for almost 2 months, now, without any response from Corporate support. I have tried to call every phone number I could find and not one person could help me. I have also filled out the email support request form 3 times without any response.

      Business Response

      Date: 10/22/2024

      We are sorry our customer experienced a problem. We have sent this over to Keurig ****** to handle. They reached out to the customer and are working to resolve her issue. Thank you

      Customer Answer

      Date: 10/22/2024

      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. 

      Keurig called me but the agent could not resolve my issue and sent my issue to another department. They advised it could take up to a week to receive a call back. They did not offer a replacement. This issue started at the beginning of August and I started calling  Keurig mid August, every 3 days.

      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,

      *******

      Keurig called me but the agent could not resolve my issue and sent my issue to another department. They advised it could take up to a week to receive a call back. They did not offer a replacement. This issue started at the beginning of August and I started called Keurig mid August. 

      Business Response

      Date: 10/28/2024

      Thank you for the response. Keurig Canada has issued a replacement ****** on October 22nd after speaking with the customer. The ****** is scheduled to be delivered on October 31st. 
    • Initial Complaint

      Date:10/14/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Aug. 26 2024I I brought a Keurig coffee machine, on Sept. ******* it quit working.contracted Keurig. I was told to send pictures of the serial number, original retail receipt and my address. Which I did, Received email that the serial number didnt match.I am sending you the pictures that I send them

      Business Response

      Date: 10/16/2024

      We apologize our customer experienced a problem. We have reviewed his proof of purchase and realized we made a mistake. We have gone ahead and sent out a warranty replacement. Thank you

      Customer Answer

      Date: 10/16/2024

      [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 #22421018. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      I want thank the BBB for your help,I know that my complaint wolud not have been resolved without you.

      Regards,



      Francisco Chavez
    • Initial Complaint

      Date:10/10/2024

      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.
      Bought a Keurig Supreme coffee machine and it stopped working suddenly after 1 year + 1 week. I was given a replacement with a new warranty. The new machine now suddenly stopped working after 1 year and 1 month. There is obviously something defective with this machine, unless it was purposely designed to magically stop working several weeks after the warranty ends. I have an older Keurig machine ***** years old that still works with no issue, but this new SUPREME machine costing $150+ just cuts off completely right after the warranty expires? This happened twice, in the exact same manner as well, so it is not a one-off event. The machines magically don't get power.I was offered a 25% discount, which is a complete joke seeing as there is very little compelling me to want anything to do with this company's products in any capacity at this point. If this was a $50 product, fine, but this is supposed to be a top-of-the-line product. I understand warranty time periods, however I can't imagine it means "this product will suddenly become literally a pile of junk a week or so after the warranty expires."SN: 910.2200.0097023

      Business Response

      Date: 10/11/2024

      We are sorry our customer experienced a problem. We reached out to them on 10/11 but reached their voicemail. We left a detailed message indicating what we can do for them. If they need to reach us we are available 7 days a week at **************. Thank you
    • Initial Complaint

      Date:09/30/2024

      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.
      I placed an order a few days ago. The website said nothing was in the cart so I redid another order. I GET 2 ORDERS listed! Called CS & the phone connection was awful. Could hardly hear her. I chatted with 2 people. They said I could NOT cancel 1 order as it was already processed. HUH? Supposedly a Supervisor was going to call me at 6 PM CT. ****. I've been buying coffee from them for years & THIS is how I'm treated? Needless to say: I may not order as I was treated like a fool.

      Business Response

      Date: 10/01/2024

      We are sorry our customer experienced a problem. We reached out to them on 10/1 to assist. Thank you
    • Initial Complaint

      Date:09/22/2024

      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.
      On 8/27/2024 I contacted Keurig regarding a warranty replacement. I provided all necessary documentation and did not hear back for over a week, despite even sending a follow up email. I had to reach back out to them to ask what was going on since they did not respond to my email inquiries. They told me on the phone that I was approved for a warranty replacement, and the replacement order was made on 9/6/2024 (order number *********). I received tracking information on 9/8/2024 and patiently awaited the arrival of my replacement. On 9/12/2024 I get a notification that my order arrived. I checked the photo that was attached to the tracking number to see that it was delivered to someone elses home. I contacted the carrier to which they said they will launch an investigation and in the meantime, I should contact the merchant for a replacement as the packages are usually insured and the merchant should reship my package. I contacted Keurig on 9/12/2024 within an hour of the delivery to inform them of this issue. They claim to escalate the issue and tell me that I will receive a follow up via email. I receive an email at 3:33pm saying: Thank you for contacting Keurig. Unfortunately, we are unable to refund or replace this order as *** has verified delivery. I reach out again by phone because I am VERY UPSET. I ask several times to be transferred to a supervisor or someone who can rectify this situation since I CAN PROVE the house in the photo is not my house. I got put on hold more than once then completely hung up on. I reached out again via email multiple times and got the same response each time: Thank you for contacting Keurig. Unfortunately, we are unable to refund or replace this order as *** has verified delivery. Its like they refuse to have an actual human talk to me about this! They just copy/paste this response rather than actually looking into this and fixing it!!! Selling coffee makers at this price then having ATROCIOUS customer service is wild!!!

      Business Response

      Date: 09/23/2024

      We apologize the customer experienced a problem. We have confirmation the package was delivered to the address that was provided by the customer. They would need to reach out to *** with any further questions. Thank you

      Customer Answer

      Date: 09/23/2024

      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. 

      I did reach out to **** I was told to check surrounding areas and contact the merchant for replacement. I was told that the merchant can initiate *** investigation and file an insurance claim in this situation. It was with the advice of *** that I reached back out to Keurig and Keurig refuse to do anything. The house in the photo of delivery is not my house.  How many more times do I need to say that?

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

      FAQ

      Regards,

      Heather

       

       

      Business Response

      Date: 09/24/2024

      We are sorry the photo *** submitted is proof of delivery. You would need to take it up with them. Thank you
    • Initial Complaint

      Date:09/21/2024

      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.
      Purchased Keurig express coffee maker February 2024. Will now not power up..has one year warranty. Called several time to check on status of claim.always a problem I sent what they asked for..Amazon invoice, photos of machine and machine serial number. Nothing has been done.

      Business Response

      Date: 09/23/2024

      We apologize the customer experienced a problem. We sent the customer a replacement ****** on 9/20. We apologize for any inconvenience. Thank you
    • Initial Complaint

      Date:09/18/2024

      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.
      I received an email from the company stating that some of their products were being offered at a reduced price and can be applied to the Auto shipment. I placed the items in my order however they did not adjust the pricing. I tried to email them showing them their error with no response. I spoke to them on the phone and they said that that it is impossible for them to adjust the pricing And that they did not send the email this is false advertising

      Business Response

      Date: 09/19/2024

      We apologize for the customers experience. We reached out to them on 9/19 to assist. Thank you

      Customer Answer

      Date: 09/19/2024

      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,

      *******

       

       

      Business Response

      Date: 09/24/2024

      We apologize the issue was handled on 9/21. Please check with your bank. Thank you.
    • Initial Complaint

      Date:09/17/2024

      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 Machine at ***** in May 2024 and it broke down 3 months latter I call the company and they asked for the serial number which I gave them and receipt I told them I would have to go back to ***** to get a receipt I told them I still need a coffee machine and they said they will give me 25 percent off the one I bought from them They charged me ****** and gave me a old coffe machine with which I could have bought at target for ****** I then got the receipt and called them again which they said oh no you gave me 25 percent off the one I bought from them and no replacement will be give back They never said that when I first contacted them that if I buy this coffee machine there will be no replacement There website states they will replace a broken coffee machine within 12 months I want my money back or a replacement for the broken machine

      Business Response

      Date: 09/17/2024

      We are sorry to hear our customer experienced a problem. We reached out to them on 9/17 to assist. Thank you.
    • Initial Complaint

      Date:09/10/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sept 9, I ordered 88 Count Pack ****'s Coffee ... I received email with my ****'s, plus two, 96 Count "Green Mountain" which I did not order ... I immediately called Keurig and several calls later with rude staff, it was my understanding they stopped the shipment and reversed charges. Today, Sept 10, less than 24 hours later, I received the order with Green Mountain.... it appears they totally Rushed shipment to scam me and funny I find out that "Green Mountain" is owned by Keurig. This appears to be a total scam and they ripped me off for 91 bucks plus I have all this coffee sitting here that I will not touch. The major time trying to reverse this mess cost me way more than any of this coffee. This is a frustrating rip Off and they have my credit card info.

      Business Response

      Date: 09/17/2024

      We apologize for the inconvenience. We left the customer a voicemail on 9/17 to assist. Thank you.

      Customer Answer

      Date: 09/17/2024

      [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:09/10/2024

      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 ordered a Keurig machine on 9/3/24, it arrived on 9/6/2024, $161 for the machine and a pod that is supposed to fit the machine. The wifi cannot connect and their app doesn't work. I contacted them by phone and was promised a callback with a resolution, to no avail. The pod is entirely too big to fit in the machine. I purchased another, off brand that did fit and it did work, despite the machine spitting liquid everywhere, it would not allow me to take the pod out. I called again and was assured a supervisor would call me back, to no avail. Someone did finally call me about the wifi issue. I informed her that the entire machine doesn't work and I want a full refund, shipping included. The *** assured me I will receive an email confirmation and that this would be handled. It was not. After reading the reviews, these are known issues, yet they still continue to sell this product and I assume it's the luck of the draw whether or not yours will work properly. The *** informed me that she read that a sup did call me and left me a voicemail, this is a complete lie. I asked her to review my calls, to no avail. The customer service is terrible and so is this product. The 1st *** told me I can still use it without wifi. I would have bought the $60 one and not the $160 one if that's what I wanted. I am asking for a full refund from them PLUS the $5 I spent on a pod that fit that is still stuck in the machine.

      Business Response

      Date: 09/11/2024

      We are sorry to hear our customer experienced a problem. We spoke to them on 9/9 with a resolution. Thank you

      Customer Answer

      Date: 09/11/2024

      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. 

      [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,

      *******

       

       

      Customer Answer

      Date: 09/17/2024

      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. 

      My complaint was closed with no resolution.  I do not have any emails from this company,  no refund and no machine. 

      Business Response

      Date: 09/17/2024

      We apologize, we have reached back out to the customer on 9/17. Thank you

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