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

373 total complaints in the last 3 years.
159 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.

Initial Complaint
Date:06/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own a keurig my second one, I was having issues with my keurig, customer service ran a check thru the phone, it didn't work. They said I can purchase a new one for 50% off, So I thought about it, called back to order but my money card I use did not work, she stated she will send it to corporate for further review, not sure why. So I called later to cancel that card, so to use another card. But I been getting the run around from customer service. That I need to wait for corporate to call and they refuse to help me. I keep going in circles with these people. Then I hang up frustrated. Then I get a call back, saying private number, which is weird to me. So I miss the call, I call back to get the run around again that I need corporate to call me. I told them cancel my card, but they said, they can't. I am getting very lury of this company. They have my card info and haven't produced my product. This card I use for mostly everything just 2 companies it didn't go thru. But every other companies it works.
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 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:06/12/2024
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 K-Cafe Smart coffee ****** from Bed Bath and Beyond in May, 2023. I registered the ****** via the Keurig app which extended the warranty to 2 years. The ****** which is computer controlled malfunctioned recently (13 months into the 24 month warranty) and I am having difficulty obtaining any assistance from Keurig for a replacement because I cant locate my receipt. Bed Bath and Beyond is closed so I cannot seek their assistance. Keurig has offered me the same discount to purchase a replacement that is available to anyone who visits their website. I escalated the call requesting to speak to a higher level employee and received the same reply. I see that there are similar complaints of the same nature with a similar response to the one I received but these "smart" brewers are connected to the internet and they know who the registered user/owner is, whether or not it was previously registered and all aspects of its use. This is not an acceptable way to treat senior citizens or any customer. Yes the disclosure is on the back of the warranty card but I failed to pull out my magnifying glass to be able to read the details.Please don't reply as in prior customer complaints that a receipt is necessary because I already stated that it may have been discarded after I registered the product>
Business Response
Date: 06/13/2024
We apologize 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: 06/13/2024
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.
Keurig is fully able to check the manufacture date based on the serial number of this ******. The attachments show that it was duly registered and connected to the internet on May 12, 2023. Please stand by your product, it was purchased from a retailer brand new, not refurbished, with a 2 year registered warranty. It was not stolen from the back of a truck as your policy has made me feel. I spend hundreds of dollars per year on your products and I would hate to begin avoiding them.

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: 06/18/2024
Again, 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:06/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Contacted Keurig about recall on a coffee maker and I was informed that they are sending a shipment label for me to return the machine however, if a receipt is not included, they will not honor the recall. Im not sure I could find the receipt and I think a receipt should not be mandatory for something that is being recalled for safety concerns
Business Response
Date: 06/12/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 6/12 to assist. Thank you
Customer Answer
Date: 06/12/2024
[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: 06/20/2024
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.
Hi this is my second complaint because they did not keep their word with the first one . To briefly fill you in, I had a earlier complaint about a coffee maker that That had a safety recall on it, and the company would not return the product without a receipt however, I was by An employee from the corporate office after the complaint was filed with the Better Business Bureau to resolve the issue. She had told me that the four previous **************** agents I spoke with were unaware of the policy and a receipt is not necessary.. A week and a half later I receive an email that they will not return the product because there is no receipt, After wasting my time and speaking with four different people and it turns out nothing was put in the notes about our conversation and absolutely nothing was done to resolve this issue
Business Response
Date: 06/21/2024
Hello, we apologize again for the confusion that happened here. We've left the customer a voicemail message today. The replacement ****** has been ordered and a coupon for 2 free boxes of coffee has been emailed.
Customer Answer
Date: 06/25/2024
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,
Jossph
Initial Complaint
Date:06/06/2024
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.
Have sent many emails. Called at least 6 times, to 4 different numbers with 4 -9 options each. Spoke with at least employees that didn't know what to do. Sent me back to previous extensions. I was to I would be receiving a check for Defective products last year and replacement certificates for ones this year. I received nothing after numerous emails, attempted contact through social media.
Business Response
Date: 06/10/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 6/7 to assist. Thank you
Initial Complaint
Date:06/04/2024
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 own ********************** in *************** and have been doing business with 7Up/Dr Pepper for 11 years. In the past year, my sales rep has continuously refused to provide me with orders and recently informed me that they will no longer be able to deliver to our store because they are not making money off of delivering to us. This makes no sense because they have not delivered to our store since February 2024, it is now June. I have been purchasing product weekly from United Wholesale and other stores. I have over 30 bags of returnable cans and bottles that the company is refusing to take back and my sales rep is not answering my messages about how to get this resolved. I have called into corporate twice, and they have told me that my account is not inactive, and I have to work with my sales rep to reconcile. My sales rep is not cooperating or answering my messages, after numerous attempts to contact. In ********, companies are legally required to pick up their returnable bottles and cans for credit owed. I have no choice but to reach out to the Better Business Bureau for help.
Business Response
Date: 06/06/2024
We are sorry to hear our customer experienced a problem. A member of our sales team will be reaching out to them soon. Thank you
Initial Complaint
Date:06/02/2024
Type:Product Issues
Status:
UnresolvedMore 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 items and received June 2, 2024. I did not receive all my purchased items. Called customer service they were not willing to resolve the issue??!
Business Response
Date: 06/03/2024
We are sorry to hear our customer experienced a problem. We left them a voicemail on 6/3 to assist. Thank you
Customer Answer
Date: 06/04/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

Keurig reached out to me left message. I returned the call was left on hold then they hung up on me. This has not be resolved
Business Response
Date: 06/05/2024
We are sorry to hear our customer is unhappy. We spoke with her on 6/4 to explain the situation. Thank you
Customer Answer
Date: 06/11/2024
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.

I have already tried reaching out to the company. Apparently they are not willing to fix the issue!! They did not send my product nor are they willing to fix l. Have invoice showing should have been sent and they did not
Business Response
Date: 06/12/2024
We have reached out to this customer multiple times to explain. We are sorry if she is not satisfied with the solution. Thank you
Customer Answer
Date: 06/12/2024
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 # ********. Please add your rejection.
Company has not reached out to me multiple times!!! Nor have they tried to resolve the issue! They have called once L/M I returned that call only to be placed on hold then hung up on. Very frustrating and disappointing that company would lie. Not to mention they still owe me order thats states it was sent.

FAQ

Regards,
******
Initial Complaint
Date:05/31/2024
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.
Coffee Maker ***** Plus Single ************** Coffee Maker was working without issues. Run the cleaning cycle and after the coffee maker is stuck in the cycle and will not restart. Contact Keurig support and perform unsuccessful troubleshooting. The agent proceeded to mention that this is a common occurrence with this product and that there is no other solution other than purchasing a new coffee maker. Agent offered 20% discount and free shipping. I asked again if this is normal for this product to access the cleaning mode and malfunction making the device unusable (brick status). Agent responded that depending on the lifecycle of the product this is not an uncommon situation to occur. Please note that within the manual instructions or anywhere within the support website for the product there is an alert or faq or message warning users not to clean the machine because there is a possibility of turning the coffee maker into a brick.
Business Response
Date: 06/03/2024
We are sorry to hear our customer experienced a problem. We left them a voicemail on 6/1 to assist. Thank you.
Customer Answer
Date: 06/04/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have a missed call at 8:35am PST on Saturday 6/1 from ************. Whoever called left a distorted email that could not understand anything and when attempting to call back the number, i can't leave any information because the mailbox is full. Still the mailbox name is impossible to understand because of the quality of the audio recorded.
I am available daily between 9am PST until 7pm PST.
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: 06/04/2024
We apologize. We spoke to the customer on 6/4 to discuss his options. Thank you
Initial Complaint
Date:05/30/2024
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.
Subject: Warranty Coffee Maker A complaint filed against Keurig Corporate Headquarters for their failure to replace or refund defective Coffee Maker as part of their 1 year warranty. We first notified the *************************** on or about 17 April 2024 regarding the defective Coffee Maker and we were promised immediate action to replace or refund the coffee makers. Since April , we have made several calls to Keurig **************** and each time they require something different but promise to fix the issue and claiming that the coffee makers is fully covered under the 1 year warranty. Attached is the correspondence regarding this replacement/refund case and our efforts to date. We are seeking BBB assistance to hold Keurig Corporate Headquarters accountable for their failure honor their warranty by replacement or refund. Furthermore, the Corporation has also failed to act in good faith to address our many inquiries and provide a timely resolution.
Business Response
Date: 06/03/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 6/3 to assist. Thank you
Customer Answer
Date: 06/03/2024
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:05/25/2024
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.
Called today about my K Elite machine. I am not sure how long I have had it however, it hasnt been long at all! I reguarly clean the machine. When I put a k cup in and have it to brew it tries for about 3 seconds and then the machine completely turns off. I cant tell you how many k cups I have wasted on this. Called supporte spoke to 3 different agents and then hung up as they all would only offer me 50% off a new one if I buy it today. No that is admitting that they know something is wrong. Why cant you just replace it. I have wasted so much of my money on K cups and this machine does not work. Please let me know what to do 90.0471.0157049
Business Response
Date: 05/28/2024
We are very sorry to hear of your experience and appreciate you taking the time to share your feedback with us. Unfortunately, the coffee maker is too far out of our 1-year manufacturer warranty, and we are unable to replace it at no charge. If youd like to try troubleshooting your ****** again or would like to speak with our ************* team please call ************.

Thank you,
Customer Answer
Date: 05/28/2024
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 see that this is the answer you give everyone. I have replied to your email and have not heard a thing ever since I sent a response. You are offering me 50% off a new machine when I already have one that no longer works. You are also not taking into consideration how many K Cups I have purchased and have went to waste due to this defect.

Thanks

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: 05/29/2024
We are very sorry to hear of your experience and appreciate you taking the time to share your feedback with us. Unfortunately, the coffee maker is too far out of our 1-year manufacturer warranty, and we are unable to replace it at no charge. If youd like to try troubleshooting your ****** again or would like to speak with our ************* team please call ************.
Customer Answer
Date: 05/29/2024
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.
[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.]
It is not past the warranty period.
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:05/22/2024
Type:Customer Service 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 received a coupon for a free Dr ******************** coconut, 20 ounce, at ******** I went to ******** found the product, scanned at the register, but the barcode would not work to make it free. The cashier tried ringing in a regular bottle of Dr ******************** to see if the coupon would take that, which it would not either. Then they had me go to the customer service desk for further help, the customer service desk could not get it to work, and then they could not remove the original charge for the regular Dr ********************, because they kept scanning the coconut one. So long story short, not only did I not get the free one that I shouldve been authorized, I had to pay for a bottle that I never even received! Im requesting two free 20 ounce Dr ******************** coupons for a future visit to make up for this terrible experience.
Business Response
Date: 05/24/2024
We are sorry to hear our customer experienced a problem. We have forwarded this on to the Dr. ******************** side to assist. Thank you.
Customer Answer
Date: 05/24/2024
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.
The business did not provide a resolution, only that they are looking into this. So I am still awaiting a resolution on this.

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: 06/04/2024
We apologize for the inconvenience. We spoke with the customer on 6/3 to resolve. Thank you

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