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

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

• 

  Keurig Dr Pepper Inc.

  PO Box 1911 Frisco, TX 75034

• 

  Keurig Dr Pepper Inc.

  6425 Hall of Fame Ln Frisco, TX 75034

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:05/18/2024

  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.

  Keurig Slim model quit working after almost 5 months of use. Keurig knows the exact date of purchase from their own records but will not replace faulty machine without a receipt. No one I know keeps receipts for such a low dollar item. Their best offer was a 50% off coupon for the purchase of a new machine. This is not an acceptable offer. From the conversation I had with the company representative they knew the exact date I purchased the item.

  Business Response

  Date: 05/20/2024

  We are sorry to hear our customer experienced a problem. We would happy to assist further if they are able to provide us with a receipt. Thank you.

  Customer Answer

  Date: 05/20/2024

  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,

  ******

   

   

• Initial Complaint

  Date:05/14/2024

  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.

  We bought a Keurig (serial number ****************** in December of 2023. Our Keurig failed on the 2nd of May 2024. I called their customer support line and spoke with person who specialized in troubleshooting the product. After I explained the characteristics of the failure, she said she could not help me. I told we no longer had the receipt, whereupon she offered me a 20 percent discount on a new Keurig. I turned it down and asked if I could speak to someone else. She then connected me to the next level in the resolution process. After a brief conversation about our Keurig and the lack of a receipt, I asked him if he could determine when it was manufactured based on the serial number, he stated yes. So I asked him when was it was manufactured. He stated November of 2023. Keurig has a one year warranty. Since the product is obviously less than a year old, it should still be under warranty. However, Keurig has refused to replace the faulty unit. Interestingly, a search on the internet indicated that quite a few people have had problems with this unit (Keurig Duo Essentials). Therefore we believe Keurig should replace the unit at no cost to us as it failed within the warranty period (less than a year after its manufacture), not to mention it has not proven to have been a reliable product.

  Business Response

  Date: 05/14/2024

  We are sorry to hear our customer experienced a problem. We would be happy to look into this further if they are able to provide a receipt. Thank you.

  Customer Answer

  Date: 05/15/2024

  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 item was only 7 months old, in other words since its manufacture date. Apparently, this company does not want to stand behind its products. It is doubtful at this point that they will take any other action with this case. The obviously dont care about their customers. I hope other people can benefit from our experience and reconsider whether to buy their products or not.

  [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: 05/20/2024

  We are sorry to hear our customer experienced a problem. If they are able to provide a receipt, we would be happy to look into this further. Thank you

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising 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 June 9, 2023 I purchased a K Supreme Plus coffee maker from ****** and submitted an online registration for the unit with Keurig. I have attached a photo of the online record of the registration. I have also submitted a copy of the Warranty that came with the unit. Lastly, I have submitted a photo of the serial number from the ********************** maker for your review. It now sits on the floor of my apartment totally useless.I have a home in ******* where my wife and I go for the winter. On approximately November 1st of 2023 we left for ******* and just returned the other day. So, we used the coffee maker for approximately 5 months last year. When I turned on the coffee machine last week, it lit top for approximately 5 seconds and then went dead. Under the terms of the warranty, I am entitled to have the machine either repaired or replaced. Since I had registered the unit when I purchased it, I felt that I had complied with their requirement that Keurig had proof of the purchase date since the warranty states "It is recommended that you register your ****** on Keurig,com/new so that your purchase information will be stored in our system.When I called Keurig I was informed that I needed a receipt from ****** to confirm the purchase date. Although I spoke to several Keuring representatives, I was unable to have them honor their warranty, and was offered only a 50% discount on the list price of a new unit of my choice plus two free boxes of coffee. This is actually quite ridiculous since they regularly sell their coffee makers at an almost comparable discount.The bottom line is that they are not honoring their warranty and offering a sham discount as a replacement. If they had said in their warranty that a sales receipt was required in order to obtain the warranty coverage I would have saved the receipt. However they clearly said the online submission was all that was needed for their records. I am a senior citizen and am in no position to waste my money.

  Business Response

  Date: 05/14/2024

  We are sorry to hear our customer experienced a problem. If they are able to provide a receipt we would be happy to look into this further. Thank you.

  Customer Answer

  Date: 05/14/2024

  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: 05/14/2024

  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: 05/17/2024

  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. 

  [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,

  ******

  My position is this:

  The warranty clearly states that when you register the ****** online, Keurig will have a record of your purchase. It does not state anywhere that the purchaser must supply or keep a copy of the original receipt for the ******. In my submission to the BBB I have also shown that I have the broken ****** in my home together with photo of the serial number for the unit. 

  It appears that Keurig wants to limit warranty repairs or replacements by making a new requirement that in addition to registering online the purchaser must also now present a receipt for the purchase. I have no problem with that if the warranty clearly stated that requirement. However, it doesn't. Therefore, I feel that I properly and promptly registered the ****** online, with all the required information and am entitled to have the unit either repaired or replaced as per the warranty included with the unit when purchased.

   

   

  Business Response

  Date: 05/20/2024

  We are sorry to hear our customer experienced a problem. We would be happy to look into this further for them if they are able to provide a receipt. Thank you

  Customer Answer

  Date: 05/21/2024

  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
  
  Regards,

  ******

  Keurig's response is identical to their previous one. It is evident that they do not want to honor their warranty. They are requesting that I provide a receipt for the purchase of the coffee maker. I have explained that I did not keep the receipt because it was not requested as a requirement in the original warranty for the product. 

   

• Initial Complaint

  Date:05/10/2024

  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 purchased 2 Keurig Coffee Makers from ******* in December 2023 as part of their Black Friday specials. In March 2024, both coffee makers stopped working. One would not even turn on. the other was leaking. I contacted Keurig and they stated that the machines were under warranty and that I could get them replaced. I advised the representative that I didn't have the receipt for the machines. He stated that they would send me an email and I would take a picture of the machines and their serial numbers, put them in an email, and that would be sufficient. I gave him the s/n of the machine in my house and stated I would call back when I had the s/n for the machine at my son's house.I took pictures of both machines and then called Keurig to advise of the s/n of the other machine. At that time, I was advised that the receipt was now necessary to get the machines replaced. Once again, I advised that I didn't have the receipts. The rep and 2 supervisors stated they could make exceptions but in my case, they were not going to. They stated this was an updated policy change. I asked for the corporate number since I feel that I was lied to. The last supervisor stated that she would have someone in customer care in their corporate office call me. Four days later, I have yet to receive a call. I got an email stating that they would offer me half off on a new machine.I was told originally that they would honor the warranty and replace the machines once they received the pictures with the serial numbers. Now, they don't want to replace them without the receipt. I would like Keurig to honor the warranty and replace the machines, which were the $49.95 specials offered at *******. I was told I would get a call from corporate but didn't get one. I feel they are just not wanting to replace the machines and don't want to call me.

  Business Response

  Date: 05/13/2024

  We are sorry to hear our customer experienced a problem. If they are able to provide us with a receipt, we would be happy to look into this further. Thank you.

  Customer Answer

  Date: 05/13/2024

  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. 

  [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:05/09/2024

  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.

  4/18/2024 Wrong coffee pot item was returned with zero response 11 call email escalated and NOTHING

  Business Response

  Date: 05/28/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 5/13 to assist. Thank you

• Initial Complaint

  Date:05/09/2024

  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 purchased a new coffee ****** from **************** store. I registered the product December 2023 so that I was covered under their warranty during that time I was moving so I did not save the receipt however, nothing on their registration page showed that the receipt was needed in case of a warranty replacement. I called And they told me that without the receipt theres nothing they can do to help me and that that policy changed in 2024 even though I purchased the machine late 2023 all Im looking for is a replacement machine

  Business Response

  Date: 05/09/2024

  We are sorry our customer experienced a problem. We would be happy to assist them further if they are able to provide a receipt. Thank you

  Customer Answer

  Date: 05/09/2024

  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. 

  [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:05/08/2024

  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 K supreme keurig from a warehouse 6months ago, suddenly it stoped turning on at all. Called ***** to get help, they said to plug it in and out this did not work then they asked for info such as email name etc and they would help with an exchange of product accepted. Got an email requesting pictures of product with info on a piece of paper they want the pictures a certain way because they did not accept the images I sent.All this for the to answer they would not send me an exchange since I did not provide a receipt, I told them since day 1 I could not find it, they still said we will help you.Called the ***** number the only they offered was a 20% discount since I did not accept then a 50% discount on a new machine it sounded just a sales pitch done by a sales man on a store floor. Very disappointed in this regard they have lost their customer touch with this call center since there is a language barrier and now they just want to sell you a product instead of really helping the customer.

  Business Response

  Date: 05/09/2024

  We are sorry to hear our customer experienced a problem. If the customer is able to provide a receipt, we can look into this further. Thank you

  Customer Answer

  Date: 05/09/2024

  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. 

  [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:05/08/2024

  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.

  I purchased a Keurig duo coffee maker in Oct of 2023 and I registered it so the warrenty could be saved as per your welcome packet in the pakaging . It worked well until this past month when it over flowed and then stopped working. i called to get it warrentied and then that where the problem begins. all of a sudden they are sorry that it stopped working but could give me a 20% off the next purchase, but i have warrenty. well they couldnt honor it cuz i needed a recipet. I advised that i registered it and you can see that. I was told that it could be an old one and that customer have tried to register old ***********************. They are accusing me off trying to **** off an old one. I told them it was registered and that i dont want any coupons cuz i just wanted the warrenty honored. Someone claiming they were from corp called me at 7:30am and said need a reciept and didnt offer a resolution. I told it says on your website that you should register your purchase and they couldnt answer i asked to speak to someone else and then hung up. I just want my warrenty honored. i wont be buying this brand anymore. plus i will be reaching out to local media as well as letting everyone know this product you are selling is no good and you dont honor what you claim

  Business Response

  Date: 05/13/2024

  We are sorry to hear our customer experienced a problem. If the customer is able to provide a receipt we would be happy to look into this further. Thank you

• Initial Complaint

  Date:05/02/2024

  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.

  I got this coffee maker as a wedding gift and after 3 months the machine stopped working I called today because it's suppose to have one year warranty and I did not get a receipt with it so when i called Keurig to get help with it the just told me that they could not do anything for me although the rep mentioned that it did had the one year warranty she could only give me 20% discount because I did not have a receipt was very rude and hung up on me I could've very well sent the machine back to them as it happen to my mother and show that it did not work I lost my wedding gift and my coffee maker

  Business Response

  Date: 05/03/2024

  We are sorry to hear out customer experienced a problem. We emailed them on 5/3 to assist. Thank you

  Customer Answer

  Date: 05/13/2024

  [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:05/01/2024

  Type:Sales and Advertising 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 my coffee maker not turning on and I have maybe used it a handful of times since I bought it I also had same problem with the keurig maker I brought before this one. The employee told me the best he could do was 50% off and some free k cups but when I had went to accept the offer because after numerous times of asking for a replacement as it was not my fault it was a faulty issue the answer was always no they cant so went to get deal they offered then they proceeded to tell me it wouldnt be allowed to be used on the prides online and I would need to pay full price to get the 50 percent off which was not a very fair deal after I had been sent the website and told nothing about not using the online price. Finally I just agreed hesitantly because I wasnt given any other choice and I ended up paying for the coffee maker with the deal they had offered and I had tried to get a replacement again one last time or a better deal as this has happened to me twice now.

  Business Response

  Date: 05/06/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 5/2 to assist. Thank you