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.

close

Find a Location

Keurig Green Mountain, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  Keurig Dr Pepper Inc.

  6425 Hall of Fame Ln Frisco, TX 75034

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  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:03/21/2024

  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 called the keurig customer service line and was told because my product was out of warranty they could at best provide a 50% coupon to purchase another product. The issue Ive been having is that when I turn the machine on it automatically runs water through the machine. They deemed the product as defective and because I couldnt provide proof of purchase they couldnt offer a replacement. I explained to them the coffee maker was approximately $200. If the products are only meant to last 1-year I wont be wasting anymore money on a crappy coffee maker that will eventually go bad after a year. I have never complained or had issues with Keurig but knowing this is how they handle their customers after their product goes bad is ridiculous. I will not be purchasing any further products from Keurig and will be telling family and friends to go with another manufacturer/product when choosing a coffee maker.

  Business Response

  Date: 03/22/2024

  We are sorry to hear the customer experienced a problem. We reached out to them on 3/22 to assist. Thank you

• Initial Complaint

  Date:03/17/2024

  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.

  Hello Canada Dry,The cans in this box have black stuff on them. Im requesting an internal investigation. I was contacted by a staff member who left a voicemail but has been refusing to return my calls. Please have corporate contact me. Requesting contact with the business to discuss resolution. Heres a video of the box. ********************************************************* Thank you,*************************

  Business Response

  Date: 03/20/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 3/18 to assist. Thank you

  Customer Answer

  Date: 03/22/2024

  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 you do not provide any details, your complaint will be closed as Answered. 

  I was contacted by a female who left a voicemail. I returned the call and left a voicemail. Havent heard back yet about a resolution. 
  
  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: 03/25/2024

  Sr ******* contacted *************** on 3/22/24 to resolve case.  Case is resolved and closed.

  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. 

  I had been in contact with a male. When that didnt suffice, I requested to speak with a supervisor. The supervisor left a voicemail. I left a voicemail. I was able to speak with her on March 22nd. She explained the source, mentioned QA was made aware and provided a resolution. I have no desire to keep this open. I just needed to follow up before the matter was closed. 
  

  Thank you 

  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:03/15/2024

  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.

  There is presently a contest from Keurig Dr. ******************** related to the basketball tournaments, called Fill Your Bracket with Flavor Instant Win Game. A search under this name will have numerous hits. Companies, such as Freeflys.com, that advertise such contests/promotions have publicized this contest.For the Instant Win Game, participants are shown 16 cards. They click on two of these, and if the pictures of Dr. ******************** cans match, they are an instant winner, with ****** gift cards as prizes, most of which are for $100. On Wednesday, March 13, I successfully matched two of these, so my computer screen said that I won a $100 Kroger gift card. As a backup, just in case something were to go wrong, I took screenshots to prove that I won. There was nothing additional on the screen for me to click on to get the gift card. There have been no emails, phone calls, or anything else to tell me how I could get the gift card. Therefore, I have made phone calls and emails to Keurig Dr. ********************, but nobody with the company claims to be aware of this contest. I have also contacted ******, but they have told me that this is not their contest.To get started, one clicks on Enter and Play Now.***************************************************** enter the contest, fill out the form and click the PLAY NOW.**************************************************** The next page will say to Pair the ********************s, whereby contestants click on two of the sixteen cards, with the hope that two will have the matching Dr. ******************** cans.************************************************************* To see the rules:******************************************************** I am asking Keurig Dr. ******************** to send me a $100 Kroger Gift Card or $100 (check or *************** giftcard).

  Business Response

  Date: 03/21/2024

  Thank you for contacting Keurig Dr Pepper. Information outlined in official rules states that gift cards for Winners will be sent digitally through email and can take up to 3 weeks for prize fulfillment. Someone from the promotion agency will contact the consumer directly. Thank you

  Customer Answer

  Date: 03/27/2024

  [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. 

  This entire matter should have never risen to the level where I had no recourse but to file a complaint with the Better Business Bureau. 

  For whatever reason, when I got the screen that I was a winner, there was no email or anything else to confirm that I had won. Calls to Dr. ******************************************* resulted in a waste of time, as the various agents told me that they knew nothing about this contest, that it was someone else's contest (possibly ******), or that it was a scam. They should have connected me to the promotions department, who would have verified that I was a winner and would have told me to expect the gift card to be emailed to me. 

  Regards,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  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.

  In November, 2023, I sent a complaint to the Keurig *************************** based on a recent purchase of A&W Diet Cream Soda 12 packs, where three of the cases contained sodas that tasted musty and expired. I received a response on 11/27/23 from the Keurig Dr. ******************** *************************** as follows:Dear ****,Thank you for contacting us about A&W Diet Cream Soda. It upsets us to hear that we did not provide you with an experience that met your expectations. We take great pride in producing high quality products and any experience to the contrary is cause for concern. High quality control standards and precautionary procedures are observed throughout the production of our products.To ensure that appropriate action is taken to prevent future incidents such as yours, we have forwarded your comments to our quality assurance team. Our current coupons expire at the end of 2023, and we are making a move to digital coupons in 2024. To ensure you have time to redeem your coupons, and to provide your new coupons in the new easy to use digital format, we will be emailing your coupons the first week of January 2024. We apologize for the delay and appreciate your patience.Thanks again for alerting us to this, ****. Your feedback will assist us in our ongoing quality assurance efforts. Sincerely,*** Consumer Relations SR0005922273 3 Multibrand 1 Free 6, 8 or 12 Pack - 7.99 I have since reached out on at least three occasions since early January with no response from Keurig Dr. ******************** regarding the digital coupons, nor have I received a response. I am simply asking to receive the 3 digital coupons to replace the musty soda 12 packs.

  Business Response

  Date: 03/21/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 3/20 to assist. Thank you.

  Customer Answer

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/10/2024

  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 Schweppes Tonic Water, 7.5 oz cans, at Kroger Grocery store on or about May 31, 2023. The unopened can leaked out of the bottom through a very small hole. The tonic water reacted with my marble top cabinet. The tonic water reacted with the marble causing a chemical reaction "etching" the top of the marble. This is a can manufacturing defect. I wrote a written complaint to Keurig Dr. ******************** on 12/8/23, case number SR0006001464. I have followed up by phone multiple times including 1/10/24 and 2/28/24. There has been no resolution and no response from Keurig Dr Pepper. When I call, I am transferred multiple times always with the last statement being " I am forwarding to my superiors and they will contact you within a few days". They never contact me! This is terrible customer service! They should stand behind their product. I have been patient and reasonable, with no results. The value of the repairs is around $500, estimate only. I am only asking that they remove the etching by means of stone honing and buffing.

  Business Response

  Date: 03/12/2024

  We are sorry to hear our customer experienced a problem. We contacted them on 3/11 to assist. Thank you.

  Customer Answer

  Date: 03/12/2024

  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 comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  Keurig Dr Pepper called and left a voicemail on March 10, 2024, three months after the initial complaint. The call does not resolve the issue. A repair or replacement needs to occur to resolve the issue. I encourage Keurig Dr Pepper to diligently proceed to fix or replace my damaged marble cabinet top, at which time the complaint will be resolved. Thank you

  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: 03/14/2024

  We are sorry our customer is unsatisfied. We spoke with them and advised them of next steps. Thank you

  Customer Answer

  Date: 03/18/2024

  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. 
  

  I was advised on next steps however there is no resolution until the damaged item is repaired. I will gladly close and resolve the case when the damage has been repaired. The company is trying to have a subcontractor work on the case on their behalf. By having the subcontractor contact me does not resolve the case it just simply is another round of moving the customer from one office to another. I continue to work diligently from my side to facilitate repair. Thank you

  
  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 our customer is unsatisfied. We spoke with them and advised them of next steps. Thank you

  Customer Answer

  Date: 04/09/2024

  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. 

  Hello, I have followed the steps asked of me. The company passed off the complaint to a sub contractor. This hand-off does not settle the complaint. The product is the companys responsibility and the company is responsible for their sub contractor. The sub contractor has put me through an additional process and has not settled the claim. The sub contractor admits that the can was unopened and pressurized with only a small amount of product left in the can, thus leakage did occur. Keurig is responsible for their sub contractorss manufacturing defect. I will gladly mark the claim settled when it is settled. The customer should not be put through 40 hours of work trying to get Keurig to fairly settle a very small claim. Thank you.
  
  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:03/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Keurig K-Express Essentials coffee maker on 12/24/2023.On opening, I discovered that the coffee maker is not stable because two of the four feet on the bottom of the coffee maker were missing from the factory. Contacted Keurig support on 1/8/2024 requesting the missing parts be mailed to me. Serial number and missing parts were shared in the two attached photos.Received the wrong feet and emailed Keurig on 1/29/2024 asking them to send the correct parts. I received no response. Called on 2/12/2024 and spoke with a customer service agent. They indicated that the correct parts would be shipped and a notification of shipment would be sent to me. I have not received any notice or shipment.I would like the missing parts to be shipped to me.

  Business Response

  Date: 03/13/2024

  We are sorry to hear our customer experienced a problem. We reached out to them on 3/12 to assist. Thank you.

  Customer Answer

  Date: 03/13/2024

  BBB: The response does not satisfy complaint # ********.

  This complaint was initiated because Keurig failed to communicate in an open and reliable manner over many weeks.  I'd like to have all communication with Keurig (since the start of this complaint) documented on this BBB channel.  I'm asking Keurig to please respond over this BBB channel with a detailed response to my original complaint.   Thank you!    
  

   

   

  Business Response

  Date: 03/14/2024

  We apologize we have left the customer another voicemail on 3/14. Thank you

  Customer Answer

  Date: 03/18/2024

  BBB: Keurig continues to respond to this BBB complaint by private messages rather than over this BBB mediated channel.  In these messages, Keurig's explanation for the missing feet is difficult to believe.

  This coffee maker is not stable; it rocks back and forth on a countertop because it has only two feet (and empty locations that would accept another two feet).

   I'm asking Keurig to kindly demonstrate the authenticity of their explanation by providing it over this BBB channel so that it's visible to you as our mediator.  Thank you.

• Initial Complaint

  Date:03/06/2024

  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 refrigerator in the restaurant from Snapple. Account number . ********************** us ****************** *****. I've called customer service many times. (Phone number: ************** ). they always said somebody will call me back. I wait 3 weeks already . I called again. (Mar 4 , ) they still told me same . I dont want waste my time . I just want somebody call me back . And go to my restaurant take the refrigerator away. Please help me contact them! Thanks a lot!This refrigerator is from the old owner.when they sold the store for me . The fridge is kept at restaurant. But i dont want used that!

  Customer Answer

  Date: 03/05/2024

  Snapple Provided a refrigerator for the restaurant to use but now the refrigerator is not working. I need them to fix it or take the broken refrigerator away. I can't contact their agent ,because the machine was very long time before. All the number I called is no working any more. I called the Snapple customer service (phone number:**************.this is the NEW JERSERY Snapple customer service. They should find the person who handle my business  near my area. I dont know where is the company address. My account number .********. ********************************************************************** phone number .**********
  

  Business Response

  Date: 03/13/2024

  We are sorry to hear this customer experienced a problem. We have someone reaching out on 3/13 to assist. Thank you

  Customer Answer

  Date: 03/14/2024

  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. 

  [I didnt got the  call from the Snapple provider .Maybe they call .But  maybe I am not at store so I didnt spoke with them .if they can call again or call my cellphone:********** . Thanks a lot. .]
  
  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: 03/20/2024

  We apologize, we reached out to the customer on 3/19 to assist. Thank you

• Initial Complaint

  Date:03/05/2024

  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.

  I bought a Keurig coffee maker a little over a year ago. I saved the box because I got it via Target online. They don't send paper receipts anymore and the company Keurig new where I bought it from. I sent them pictures of the defective coffee pot. They told me that even though it was past the warranty ( and this is the third Keurig coffee pot I've had to replace) She told me this:"Hello *************************,We are following up on your recent call regarding a ****** issue. We will be happy to process your warranty replacement once your proof of purchase is verified. Please retain your ****** until your submission has been accepted. The process is easy. Simply reply to this email and attach a copy of your proof of purchase, a photo of the ******** serial number, and 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. Again I told her I did not have the receipt because I never received one because I got it online through Target. They had all the information they needed. They even told me they knew it came from Target because of the serial number and she said all I needed to do is to take pictures with a note and send it to her.Then I get this in an email... SR0006205097 Hello *************************,We have received your proof of purchase. Upon review, we regret that we are unable to accept your image as it does not meet our requirements as a valid proof of purchase. We could not process your request due to:No attachment received They send me this email after I sent them six pictures including the note in serial number that they wanted. So basically they tricked me into a false sense of security that they were going to help me and now they've reneged on the arrangement.I am an RN that specializes in emergency & OR medicine! I expect companies like Keurig to be professional as well and they're not! Please help! Thank you! Gracefully yours, ************************* RN

  Business Response

  Date: 03/06/2024

  We are sorry to hear our customer experienced a problem. We left them a voicemail as well as sent an email on 3/6 to assist. Thank you

  Customer Answer

  Date: 03/10/2024

  [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:03/03/2024

  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 recieved a Keurig as a gift for valentines day 2024. This item has been sparking and and leaked scorching water on me with resulted in me getting burned. I personally purchased another keurig, different model, and have contacted keurig nurerous times for a refund of the gift purchase. they are refusing. please assist

  Business Response

  Date: 03/05/2024

  We are sorry the customer experienced a problem. We spoke to them on 3/4 to assist. Thank you.

• Initial Complaint

  Date:02/22/2024

  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.

  Initial date of transaction: 5/28/2023 Placed the order then wanted to change to another but they did not let me cancel order that was placed 10 mins ago. This was fine then there was a fine print on the discount i received that i had to buy 16 boxes of coffee kcups. Another mistake from me on not carefully reading terms of the discount. another transaction: 2/22/2023 placed order for the 12 remaining boxes but now they say that does not count and if i do not place another 12 from a particular subscription box i would have to pay back the remainder of the old discount that i received.

  Customer Answer

  Date: 03/06/2024

  [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,
  
  Khush Deoja