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. has 10 locations, listed below.

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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:07/13/2024

  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 registered my machine and on app said I would get 96 pods for free and that never happened

  Business Response

  Date: 07/15/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 7/15 to assist. Thank you

  Customer Answer

  Date: 07/15/2024

  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. 

  the offer is in the screen shot for setting up smart delivery. I fulfilled that obligation and got nothing including 50 percent off as mentioned. unacceptable from a long standing customer and deceiving practices.
  
  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: 07/26/2024

  We contacted the customer on July 18th and have not heard back from the customer. Thank you

  Customer Answer

  Date: 07/29/2024

  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 have also called back and received 0 call back or half off coupons that I keep hearing about.
  
  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: 08/15/2024

  We left the customer a detailed voicemail on 8/12. Thank you

• Initial Complaint

  Date:07/09/2024

  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 a gift of Keurig coffee maker in April and registered it online promptly. The machine was used 4 times and then made a dangerous burning odor that I thought was on fire. I called customer service , was transferred three times and was treated very rudely by your escalation manager *****. He refused to honor the warranty because of lack of receipt when it was registered timely. This coffee maker has many complaints on it. Serial number is ****************. I offered to ship the defective unit back with the warranty to prove the defective nature. ***** was rude and threatened to hang up on me several times. Horrible service. I want my replacement. *************************************

  Business Response

  Date: 07/10/2024

  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: 07/10/2024

  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 ********************************* requires the customer to register proving purchase.   This is a direct, sneaky way to avoid replacing products that they know are defective.  Many reviews online show how defective the product is.  Keurig needs to stand behind their product and exchange.  They can have their defective one back as proof.  
  
  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: 07/18/2024

  Again we apologize for the inconvenience. 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:07/08/2024

  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.

  They had me register my keurig ice coffee ****** for a warranty online. Never once mentioned need proof of purchase. Did not get receipt as it was a gift. They are now refusing to honor there warranty. This company told me it's a know issue but will not replace because I don't have proof of purchase but did not request proof of purchase from the registration. This company will state the have a 100% guarantee but will not replace an item if you received as a gift and did everything to register. If you don't have the receipt they are a bunch if crooks and will not replace there items even if it's a know problem.

  Business Response

  Date: 07/09/2024

  Thank you for the feedback. 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. 

  Customer Answer

  Date: 07/09/2024

  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. 

  No where when I registered my keurig did it state I needed proof of purchase since I registered it as a gift. You are wanting to say you have a guarantee but nowhere will you up hold this guarantee and I'm not the first one to complain about this looking through your previous reviews. You need to correct or I will never purchase another item from you. Nor will friends and family word of mouth is strong and I won't be scared to use my mouth to tell all of them you guys do not back your customer satisfaction nor your warranty I have had this keurig since 12/24/23 and it's 7/24 just over half a year and you guys will not honor even though I registered on you website 
  
  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: 07/18/2024

  Again we apologize for the inconvenience. 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: 07/22/2024

  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 the proof of purchase was needed for warranty and not just registration on your site why do you not require proof of purchase at registration why do you have the option to register it as a gift ? Please explain or better yet replace my faulty item that has a know issue with the descale function. Why has this not been recalled yet? Are you stalling to allow my warranty to run out. I need someone from corporate to contact me.

  
  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:07/05/2024

  Type:Customer Service 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 a Keurig coffee maker as a gift for Christmas approximately 6 months ago. After less than 3 months, the coffee maker completely stopped working and will not turn on. I contacted Keurig customer service and they confirmed that my coffee maker is still under warranty (1 year). However, since this was a gift and I dont have the receipt, they refuse to honor the warranty. I am simply requesting that they honor the warranty and repair or replace the coffee maker.

  Business Response

  Date: 07/08/2024

  We are sorry to hear our customers 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: 07/12/2024

  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 # ********. 
  

  When I spoke with customer service, they were able to confirm that my machine is still under warranty via the serial number. It is not a reasonable expectation that someone can produce a receipt for something that was purchased as a gift 7 months after the gift was received. If thats the case, the warranty is bogus will rarely be honored.

  Regards,
  

  Matt

   

   

  Business Response

  Date: 07/18/2024

  Again we apologize for the inconvenience. 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: 07/24/2024

  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.

  The companys failure to honor their warranty after failing in less than two months is not acceptable. Whats next, arbitration?

  
  FAQ
  
  Regards,

  Matt

   

   

• Initial Complaint

  Date:07/01/2024

  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.

  received Keurig Ksmart ****** for Christmas 2023 registered product with serial number online. within less than 2 months would not put out correct amount of water selected. I do not have receipt due to being a gift. Keurig support won't do anything other than offer discount for new ******. So, I just used it like it was until today now it is completely dead no power whatsoever. I called again Keurig would only offer a larger discount. surely, they know when this ****** was manufactured by serial number, and when I first put it online and used it. why register if it will not help with warranty? I don't trust spending big money again for junk with bad customer service when there is a major issue so soon after purchase. If I had purchased it, I would have receipt but again it was a gift. I am currently unemployed due to no fault of my own I cannot afford to buy another ****** and should not have to. Keurig products should reflect the quality they claim to be. my ****** is defective, and they know it. If this is not resolved I will never do business again with Keurig period. And my reviews will reflect my experience with Keurig.

  Business Response

  Date: 07/01/2024

  We are sorry 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:07/01/2024

  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 registered my Keurig under the warranty under the site. Currently, it does not work correctly. I contacted support but they refused to replace the Keurig without a receipt. I already registered the appliance when we bought it. Contacted ******* and they could not find the receipt. It is obvious that I purchased a Keurig and it is malfunctioning. I don't understand if I registered the appliance already why I need to provide a receipt. A replacement should have been sent out as I already registered ot through the Keurig website.

  Business Response

  Date: 07/01/2024

  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: 07/01/2024

  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,

  Cameron

   

   

• Initial Complaint

  Date:06/22/2024

  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.

  Purchased a Keurig coffee ****** online from Keurig.com on 2/28/24. The total cost was $253.23 but they were offering a $100 discount if you signed up for their coffee service. When we received the ******, it was defective and wouldn't work. I made multiple phone calls with a promise of a resolution - new coffee maker would be sent, refund, etc. but none of the promises were followed through. I also sent an email to follow up and on 3/31/24 received an email stating that a refund in the amount of $153.24 (not a typo) for order number: ********* would be issued within 7-10 business days. After not receiving the credit, I have tried to follow up by email and phone with zero response. I have been told there is nothing they can do to assist me and my email goes unanswered. Then, on 4/30/24, we were charged $100 for the coffee service that we cancelled because we didn't have a ****** to use the service with. So we have been charged for the total cost of $253.23 for a ****** that was defective and cannot be used. I have repeatedly told them I will ship it back if they send me a shipping label and RMA number but have been repeatedly told there is no need to send it back, they will just give me the refund...until they stopped responding and then charged me more money.

  Business Response

  Date: 06/26/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 6/24 to assist. Thank you

• Initial Complaint

  Date:06/21/2024

  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.

  Thursday June 20th, I ordered drinks using doordash. ******** b.w.s. is the store that provided my drinks for my order. Which the order was completely messed up so i ended up receiving 1 of the snapple drinks out of the 2 I paid for. And the snapple drink I got wasn't even the right one. I wanted an element one but received a fruit punch snapple instead. So I took a few good big sips out of this unopened bottle of fruit punch snapple. Thought it tasted weird but I was thirsty. Took another sip and I ended up with a mouthful of purple slimy glob that felt like a giant tape worm. I took a picture of it that I'm attaching to this complaint but it is seriously the most disgusting thing I've ever drank. I assume this is a pile of rotten mold of some sort. I would like an explanation of how this can possibly happen and inspect your products better and prevent this from happening again. I do feel that a refund and some sort of compensation should be awarded to me. Would be nice anyways.

  Customer Answer

  Date: 07/05/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/08/2024

  We are sorry to hear our customer experienced a problem. You have reached the hot side of the business. We have forwarded this on to our cold side to handle. Thank you

  Customer Answer

  Date: 07/10/2024

  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.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:06/20/2024

  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 received a Keurig K Express for Christmas a few years ago. It died with in 1 year. Luckily it was still under the 1 year warranty and they replaced it for free. I've had this Keurig K Express for almost 2 years and it suddenly died yesterday, 6/19/24, while I was brewing coffee. It's dead as a door nail.I called Keurig and they said they can't replace it cause it's not within 1 year warranty. They said they could give me 50% off, but they are out stock and don't have date when back in stock. Yet they are in stock online 20% off. So I ordered 1 for $75.The problem is 2 of them have only lasted 1 and 2 years!! They should last many years! At least 5-10! 2 of them have been faulty products? That seems unlikely. Something is wrong with them or the way they make them. It must be happening to others. How can it just be me? I take good care of it, clean it, and descale it.

  Business Response

  Date: 06/21/2024

  Hello, we've connected with this customer and resolved the issue. Thank you!

  Customer Answer

  Date: 06/21/2024

  [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,
  
  ***************************

  Customer Answer

  Date: 07/15/2024

  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 day after I filed Bbb complaint and agreed to give me 50% off Keurig I already ordered,  but I still have not received refund on credit card. 
  
  Kitrina Windon  

  Business Response

  Date: 07/29/2024

  We apologize, it looks like the issue was resolved on 7/10. Please contact us if there is anything else we can do. Thank you

• Initial Complaint

  Date:06/17/2024

  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.

  My issue continues with this company, I respond when they send me an email or call, but nothing gets resolved, I want them to cancel my card, so I can place an order but I keep getting the run around, I am starting to believe this company is a scam or fraud! The customer service is the worst I have ever dealt with. Beware this company, might be a fraud. I called again today, I asked to speak to a supervisor but they said supervisors are at lunch! I want someone who is higher up than a supervisor to call me, so tired of this run around since Saturday June 15, 2024. They don't allow me to order because they gave my card info to corporate to call they are telling me.

  Business Response

  Date: 06/19/2024

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 6/18 to assist. Thank you

  Customer Answer

  Date: 06/19/2024

  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 ********************************** is a fraud! They continually call me with a private number, when you call the back they can't help me nor when I request to speak to a supervisor everytime the response is their not available. They have my credit card info and I fear them having it. I tried placing an order but they say it declined which I have more than enough on that card. They said they will refer to corporate, never heard back from corporate, these customer service people are foreigners. Something is up with this company. I requested a call from this business and they have yet to call me back re: this complaint. I have ordered my product somewhere else. Even though I had to pay $56 dollars more than what this company was offering but the $57 more was worth it, 8nstead of dealing with this company! Buyers beware!!!!!
  
  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: 06/27/2024

  We have tried to contact this customer multiple times. We left them another voicemail on 6/27. Thank you