Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:09/06/2024
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 product from ******* on 8/17 the product stopped working and I contacted Keurig on 9/2 to get a replacement per policy and they sent me an Email requesting a picture of the serial number and receipt of purchase. I received another email stating that my claim was denied because the receipt submitted in my behalf did not specifically say it was a Keurig product. I also submitted a picture receipts of items purchased that day received directly from ******* showing it was a Keurig product and still my claim was denied. I cannot control how retail stores name the products sold. I have tried multiple times to get a resolution with no luck. I provided the items they requested and yet they refuse to replace there product that broke in less than 3 weeks. I want a replacement for the product.
Business Response
Date: 09/09/2024
We apologize for the inconvenience. We sent a replacement ****** on 9/4 to this customer. Please contact ********************** with any further questions.
Customer Answer
Date: 09/09/2024
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.

Please see attach email stating from customer service that my receipt was denied. So how can I have been sent an email with that denial response. Where is the shipping confirmation for replacement?
[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: 09/10/2024
Thank you we left a voicemail for the customer on 9/10 to assist. Thank you
Initial Complaint
Date:09/02/2024
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.
Went to Best Buy and purchased a Keurig Smart Caf coffee maker. Spent somewhere around $250. Brought it home and registered it in the app on August 18, 2023. Company stated there was a two-year warranty if it was registered in the app. Two days ago, the coffee machine stopped working and no power was getting to the machine. Contacted Keurig support today and they stated my two-year warranty was void because the machine hadnt been connected to the app in the last 90 days. I had replaced my Wi-Fi router five or six months ago and never connected the app back to the machine because I dont need the app to make a cup of coffee. So at this point, *** had the machine for 12 months and 14 days and they stated there was only a ****************************************************************** the last three months and they voided the two-year warranty. Also, the customer service agent stated there was a purchase date of May 23, 2023, which is completely false and possibly a manipulation of records to avoid accountability. This is outright manipulation and false advertisement.-currently looking for a copy of the receipt
Business Response
Date: 09/03/2024
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
Initial Complaint
Date:09/02/2024
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.
In Reference to Keurig Green Mountains packaging:McCafe Breakfast Blend Light Roast 10 Cup UPC ************ This has been my Keurig Coffee of choice for a while ****** the past few months I have been keeping tract of packaging shortages of this ************* times my packages had eight coffee pods not ten.Six times my packages had nine coffee pods not ten.This clearly is false advertising. I do not appreciate being ripped off.I am also concerned about all the other packages of this product currently distributed across this country that are shorted. Am I going to continue having this problem ?This needs to be fixed now !
Business Response
Date: 09/09/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 9/6 to assist. Thank you
Initial Complaint
Date:08/31/2024
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 boxes of k cup with a coupon. Total came to $31.38. However I was advised they charged me an additional $30 when my purchase went through. I could not get through to customer service on the phone so I cancelled the order on line in my account. However, the order shipped anyway even though my account showed it was cancelled. I have contacted customer service several times. Most recent was 8/22/2024. They won't let me speak to a supervisor and they just keep telling me about a computer issue and that it will take 3-10 days for my credit. I have been told this 4 times. These charges went through 8/5/24 and I feel this is a scam. I was shown an invoice for $31.38 and they charged an additional $30.00 and I cannot get my money back. I have contacted the company on ******** and I have received no results.
Customer Answer
Date: 09/11/2024
I have called several times and they just keep telling me 3-10 days to process the credit. They have no interest in returning my money. I have filed a complaint of fraud with my bank and they have reversed the charge. I would not recommend doing any business with this on line company. They will not let you talk to a supervisor and never make good on promises.
Business Response
Date: 09/17/2024
We are sorry to hear our customer experienced a problem. We emailed them on 9/12 to assist. Thank you.
Customer Answer
Date: 09/17/2024
As I have advised the company on at least three occasions verbally on the phone and once in reply to an email from them, there was no credit issued to me on August 12th. I don't care what credit memo they show having. I have a text message from my bank that says they try to issue a $0.00 credit to my account. Obviously, they do not have a clue how to issue a credit or how not to scam their customers. Imagine, more than a month and I still do not have a credit over a month later. When you call to and ask to speak to a supervisor they refuse to put you through. Pretty crappy customer service and I will NEVER purchase from them again. I will never allow this company to have one of my credit card numbers again. Who knows how much they will scam me for next time?!
Sincerely,
******* ********

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: 09/18/2024
We have reached out to the customer but have not heard back from them. We would require to speak with them to assist them further. Thank you
Customer Answer
Date: 09/21/2024
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.
[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 not been contacted by Keurig in regards to this matter. They have left me no voice mails, I have no emails from them. I don't know how they can say they contacted me when I have never been contacted by them. They claim they processed a credit memo and I have never received a credit from them. The only communication I have ever received from them was that they were going to issue credit in an email to me on August 12, 2024. I have heard nothing else from this company.
Regards,
*******
Initial Complaint
Date:08/29/2024
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.
Date of transaction: 08-20-2024.This order was on an auto-recurring cycle. The company did not warn me before making the purchase. I didn't need this product anymore. I have contacted their customer support specialists and they keep telling me that they'll send an email about my refund. It's been 2 weeks and nothing from any customer support specialist.
Business Response
Date: 09/06/2024
Good morning. A refund was processed on 8/30 and a confirmation email was sent at that time. Thank you!
Initial Complaint
Date:08/29/2024
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.
April 2024 I received a gift when I moved to ******* of a Keurig K 40 black coffee maker today August 29, 2024 went to make coffee and it does not work. It does not come from the heated element to the cup contact several people and **************** had to call escalated twice the first ********* I spoke to said that he was going to send me a warranty replacement, took my name, address, phone number and email and when I told him it was a gift from my friend for a housewarming present moving to a new state, he said Im sorry I cant send you a replacement. Its a gift. I asked for a supervisor it escalated to a woman who then placed me on hold getting her supervisor since she refused to assist me and then she never came back on the line and neither did a supervisor after 22 minutes. I hung up and called back because my car was now over 45 minutes in length so on my second call, I spoke to ***** who also said she could not help me because it was a gift and she seen it was noted in the account not to assist me because it was a gift so I asked for a supervisor and ********* from the country of Columbia ************* got online and said he was the highest supervisor within the company and there is no way can he replace it under warranty because. It being a gift he also said that based on the serial number although it was not my fault, the company had an old machine still on their shelf and I said well thats not my fault Im going to contact the Better Business Bureau and possibly consumer protection he said go right ahead no ones going to assist me and I said have your higher-ups supervisor call me again. He said he was the highest and I said will reach out to the ************* and have somebody from the corporate office. Call me and Im still waiting. I attempted to contact the US number myself, but did not get anyone so I called the BBB who suggested I fill out this form. all I want is a replacement coffee pot
Business Response
Date: 08/29/2024
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: 08/30/2024
[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
thank you for taking my complaint and forwarding it on to the Keurig stone mountain company. The only resolution Im looking for since my coffee maker is only a few months old is a warranty replacement. Im not sure if I need to send this one back to the company the water will not come out of it, and its taking up a lot of room since its the * Classic, I live in a small apartment and Im not really sure what to do with this. Hopefully the company will let me know if I need to send it back or if I can discard it case.#********.
Regards,

*************************
Initial Complaint
Date:08/27/2024
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.
Keurig Dr Pepper is sponsoring an instant win sweepstakes called Classic Crush Arcade, and on July 25th, I received a message saying I had won a ******** Switch system after matching 3 icons and obtaining a winning message. However, there was no way to fill out a claim form despite the rules indicating its necessity to obtain the prizes.It has been a much discussed topic on ******** that the website for the sweepstakes had suffered multiple issues, including filling out personal information to proceed to the instant win game. Many others had received winning messages only to face radio silence days later. I had reached out to the prize fulfillment team on August 5th regarding my issues, but aside from indicating that they would look into my query, they have not replied to my follow-up emails.I dont believe its ethical to run a contest and not deliver on their promises. I almost feel like they had no intention of letting anyone win. All I want is to receive the prize their sweepstakes had promised me. It makes me lose faith in the company and not want to support them anymore.
Business Response
Date: 09/04/2024
Thank you for reaching out to Keurig Dr Pepper. You have reached the hot side of the business. We have forwarded this on to the cold side to look into this. Thank you.
Customer Answer
Date: 09/04/2024
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 feel like the companys response is the same one they gave me. I feel like theyre passing the ***** and I dont feel like any results will come from this. I believe I legitimately won but theyre not fulfilling their end of the deal.
I appreciate the Better Business Bureau reaching out on my behalf, but I feel like Im no better off than when I started.

Regards,
Kayla

Business Response
Date: 09/18/2024
Thank you for playing the Classic Crush Arcade Flavor Machine Instant Win Game. During the validation process for your game play, we determined that due to unauthorized bot activity impacting the integrity of the Instant Win Game during the time period of July *****, 2024, you were erroneously shown a winning message for a Vintage Game Console. We have confirmed that your game play during the affected time period did not correspond with one of the predetermined winning times.

Although you are not a prize winner in the Classic CrushArcade Flavor Machine Instant Win Game, as permitted by the Official Rules, we created a new pool of five (5) additional Game Consoles (each with an ARV:$380). Because you were affected by the error caused by the unauthorized bot activity, you will be entered automatically into a random drawing for the chance to win one of those additional prizes. The odds of winning an additional prize depends on the number of affected eligible non-winning game plays. In addition to this drawing, you will also be included in a Second Chance Drawing that may be held to award any unclaimed or unawarded prizes. The drawing for the additional five Vintage Game Consoles and the Second Chance Drawing will both be conducted on or about October 1, 2024. LIMIT: One (1) Instant Win Game prize per person.

Thank you for playing the Classic Crush Arcade Flavor Machine Instant Win Game, which continues until 11:59:59 pm ET on 9/14/24.
Initial Complaint
Date:08/27/2024
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 received my coffee maker for Christmas of last year it stopped working. I called and did all the troubleshooting they required over the phone the descaling light remains on now. I requested a phone call from the ************* someone called and left a voicemail that they would replace it since the troubleshooting did not work. However, I accidentally deleted that message so when called back they wanted a receipt for the product it was a gift they no longer have the receipt. Upon calling back they want me to start the process again there is a language barrier you can reach the **** to communicate effectively . I just want a replacement unit please.
Business Response
Date: 08/27/2024
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
Initial Complaint
Date:08/19/2024
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 on 9/17/23 through Amazon. I and paying through Affirm, Amazons version of a line of credit. I still have 2 payments to go when on 8/16) 24 while descaling the Keurig it broke.I contact Keurig, uploadeded the photos. Keurig claimed they didn't get the purchase price photo from Amazon when I sent it 3x..They kept telling me to send the photos, each with a new service *** and they claim to never see them
Business Response
Date: 08/20/2024
We apologize our customer is experiencing 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. We have not received a receipt from this customer. Thank you
Customer Answer
Date: 08/20/2024
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.
[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: 08/21/2024
There is no response to the rejection from the customer. Thank you
Initial Complaint
Date:08/18/2024
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.
Just purchased a Keurig K Supreme on August 15, 2024. Included was a Keurig brochure that has 96 Free K cups as part of this purchase. Requested Green Mountain Kcups...no decaf....about 25% strong brew from company. They will not recognize this offer that they have.Would like a full refund of my purchase price of $179.99.
Business Response
Date: 08/19/2024
Thanks, we will reach out to the consumer to provide resolution.

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