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.
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:05/01/2024
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 have a Smart Keurig K Supreme Plus SMART ****************** 29.C171.0147723 that is still under warranty with the manufacturer. I do not have the receipt, but I did register for warranty and was NEVER asked for a receipt. I attempted to use my Keurig today, and it started smoking and shorted out. After 4 calls totally 2.5 hours on the phone, they are not replacing the device because I do not have a receipt. Mind you, I already registered the product. I want this replaced or my money back to go to another company. This is completely unacceptable.
Business Response
Date: 05/02/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 5/1 to assist. Thank you
Customer Answer
Date: 05/02/2024
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.]
I have not received a call or email confirming that the replacement was sent to me and I was told Id receive confirmation email in a few hours yesterday.

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: 05/07/2024
We apologize for the problem. We followed up with the customer. Thank you
Initial Complaint
Date:04/24/2024
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.
On apr10th I emailed keurig the issue regarding the mykcup filter. And then on apr11th I was emailed by a rep to call them. I did and I reached a very rude and unprofessional rep who kept making me repeat myself and then I got in touch with a manager who promised they will call me back after they listen to the previous phone call but this never happened so then I emailed back on that same day of what happened. This is a under case:SR0006670223 Fast forward to apr22 I call again and speak to "*****" and he promises me a few things. He says he will tell the engineering team to remove the sticker or at least have a easy peel off method for the mykcup filters and then upon sending me a replacement he will make sure with the warehouse to send one without a sticker or to able it easy peel off. None of this ever happened. As of apr24th,2024 I recieved again a mykcup filter with sticker on it and if I remove it there is alot of residue on it. And I have stated to keurig many times" There is no display on the manual on how the mykcup filter fits in the keurig machine,Here is the sticky residue with dirt on it even if I try to remove with isopropyl alcohol 70-90% and also dish soap with warm and hot water it does not come out. It says the sticker must be removed, I need the engineering team to fix this issue for future reference. And for the warehouse to make note of this and try to send me one without sticker or with easy peel off sticker."
Business Response
Date: 04/26/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 4/25 to assist. Thank you
Customer Answer
Date: 04/26/2024
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 claims to have reached out to me on 4/25 but I have no response for this date, I checked my emails and my phone]

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: 04/30/2024
We left the customer another voicemail as well as an email on 4/30. Thank you
Initial Complaint
Date:04/23/2024
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.
Two machines in 9 months suddenly stopped working. The first was a combo keurig single and brew system with a pot. After just a few months the unit stopped pushing water through. All the lights work but no water would come through. We replaced it with the vintage blue single cup. Within a few months the same thing happened. It just stopped working. Almost like there was a kill switch inside. Only two of us drink coffee so its not over used. I wrote the company, they said thank you for letting them know, they appreciate it and goodbye. When I told them I wanted the unit replaced they ghosted me and only sent we have received your message will get back to me. But its been days passed thier three days and I have not heard back except another form letter. Everything costs so much as it is that products should last longer than 3 months.
Business Response
Date: 04/25/2024
We are sorry to hear our customer experienced a problem. We have forwarded this on to Keurig.CA to handle. Thank you
Customer Answer
Date: 04/25/2024
[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:
The company has agreed to replace the coffee maker.
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:04/16/2024
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.
The date of the transaction was 4/14/2024 Green Mountain Coffee was DECEPTIVE in the terms of their agreement. They owe me a refund of $125.00 but they have been giving me the runaround..
Business Response
Date: 04/17/2024
Thank you, we will reach out to the consumer to provide resolution.
Customer Answer
Date: 04/18/2024
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 message from the "Business" Green Mountain Coffee stated only that they would reach out to the customer... That's not a resolution.
[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: 04/22/2024
We have left a voicemail for the consumer and are awaiting to hear back to assist with resolution.
Customer Answer
Date: 04/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[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.]
The business called and left a voice mail and I return their call and left a message to be called back

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:04/16/2024
Type:Sales and Advertising 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 Keurig duo as a birthday gift September 2023. It malfunction last week. My complaint is the first representative saw where I had registered it and we went through all steps to make sure it wasn't working. He would they would send a replacement. I called a second time bc I never received a second email on what steps were next. The second representative did send that email but instantly started emailing that the Keurig was too old, I disputed, they sent another email stating I had put in the wrong ref number. I just feel like I am getting the run around. They are not honoring their warranty.
Business Response
Date: 04/16/2024
Thank you, we will reach out to the consumer to provide resolution.
Customer Answer
Date: 04/19/2024
[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:04/15/2024
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.
My keurig coffee marker stopped working after in less than three months. Called keurig company and talked with technician who walked me through the trouble shooting process. At the end nothing worked so he told me he would replace my keurig coffee maker with the same model. I sent all required photos and receipt. I received a email saying my photos were rejected. I checked requirements again and sent what was requested. I was told I have to return coffee Maker, that was a week ago. I have not heard from them since. They have not responded to my emails sent. I feel I am Being ignored, lied to and cheated.
Business Response
Date: 04/16/2024
Thank you, we will reach out to the consumer to provide resolution.
Customer Answer
Date: 04/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***********************
Initial Complaint
Date:04/05/2024
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.
Went onto Keurig website on Fri 5 Apr 2024 to purchase a Keurig coffee machine and coffee gift for my sister. Filled in her shipping address and filled in my name and Billing address which is obviously different. Keurig declined the transaction 8 times. I called my Bank and had my bank fraud department on line. They told me to retry the transaction again, yet again declined again by Keurig. Called Keurig, agent tried to rerun transaction, again declined. This is unacceptable from a huge Company. I can understand if it was a huge amount but its a small amount. Lots of people go on line and purchase gifts for other people. Keurig do not seem to want to try and resolve this matter or figure out why they keep declining my card.
Business Response
Date: 04/09/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 4/8 to assist. Thank you
Customer Answer
Date: 04/09/2024
[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:04/02/2024
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.
I bought a keurig elite coffee maker didnt have it long yet I noticed my counter around the machine was ALWAYS WET! I didnt think anything at first and brushed it off as a connection issue between the water reservoir and the machine. - Upon closer look the water reservoir is cracked!!!! And Leaking! I buy bottled water to put in the machine in attempt to alleviate buildup. There is no telling how much bottled water cost to me! Before I realized the crack and leakage is due to faulty manufacturing of the water reservoir!I even attempted to buy another reservoir prior to writing this complaint. But I cant find the one that looks like it fits what product I bought. I have pics and receipt of purchase to back my claim. For as much? As I paid? For this product it is theft at its finest by keurig! And no ability? To even try to replace the water reservoir? I am not independently wealthy and can not! Purchase every model of water reservoirsthis company puts out! I want my money back! ( will return the defective) or a water reservoir replacement. I believe I am being - above fair!
Business Response
Date: 04/05/2024
We are sorry to hear our customer experienced a problem. We spoke to them on 4/5 to assist. Thank you,
Initial Complaint
Date:03/31/2024
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.
Purchased keurig machine earlier on 3/30/24, tried to cancel order later that day when it had not shipped. Sat on hold for 20 min and they said they cant help me because office is closed (closed at 10pm and phone call was 8pm) immediately called back and was told they cant cancel order and just submit a review to higher **** Waited until next morning 3/31/24 to call back, called back and was told they cannot cancel order and will charge me extra $50 full price of item because it was a deal and commitment to buy a starter kit. I never signed up for a commitment I was told on the website its a one time starter kit. They are making me jump through hoops to try and cancel this order and threatening to charge me extra money. I tried to cancel the order online and they immediately charge me an extra $50 and still havent shipped the order.
Business Response
Date: 04/02/2024
We are sorry to hear our customer experienced a problem. We spoke with them on 4/1 to assist. Thank you
Initial Complaint
Date:03/29/2024
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 Smart ****** & within 6 months of owning the device, it kept breaking. It would not recognize the **cups, would not froth milk, would send random error messages and just cancel the brew. I contacted Keurig for assistance, and after trying all the tech instructed resets, it was still broken, but they refused to replace it despite no misuse of the device & within the 1 year warranty period. After my 3rd call to try to get the device fixed, a representative finally agreed to replace it, but first I had to PROVE identity of the device with multiple photographs, including one in front of a white background with my name, the date, reference and serial numbers. I bought the device FROM Keurig.com directly, the device was registered to my account and I could provide the serial number from the back, yet they refused to acknowledge the replacement until I sent them "proof of purchase": "Acceptable proof of purchase - Please provide the following photos:-Photo, scan, or screenshot of your receipt or order confirmation, including date and place of purchase. Please note, for Amazon purchases we require the Order confirmation and the Delivery confirmation.-Photo of the serial number on the ****** itself (found on a sticker on the bottom of the ******, on the side of the ****** behind the water reservoir, or on the ****** behind the drip tray)-A photo of the ****** with a handwritten note (as shown in example photo) that includes your name, today's date, and the reference number from the subject of this email." (Copy from Keurig email).I provided 5 photos, the above 3 AND email screenshot of my receipt from Keurig, and a screenshot of my bank statement with purchase. I received an email stating they did not receive acceptable evidence and therefore denied it (the representative did not scroll down the email for all of the photos). It has been 3 months total of back & *************** to abide by their warranty statement. Buyer BEWARE.
Business Response
Date: 04/02/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 4/1 to assist. Thank you
Customer Answer
Date: 04/02/2024
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 indeed try to call me, then emailed me and said I had still not provided evidence of the photographs they requested, despite providing them two separate times. I responded to their email with a THIRD attempt at providing the requested photos (this time with ****** photo links in case they have weird file blocking software preventing delivery of the photos) and I have attached the requested photographic evidence above as further evidence that they are failing to abide by their warranty contract as I have met all of their demands of proof of purchase.
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: 04/05/2024
We are sorry. We spoke to the customer on 4/3 to assist. Thank you.

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