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:02/20/2024
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 been trying for going on 2 months to get compensated aftwr submitting 3 seperate complaints and dealing with your ruse unprofessional discourteous outsourced call center. I have been promised 4 12 pack coupons which have as of this complaint not appeared and everyone I talk to tells me "oh u need to talk to X as it is not my job"
Customer Answer
Date: 03/02/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/05/2024
We are sorry. We spoke to the customer to confirm this is all set. Thank you
Customer Answer
Date: 03/05/2024
[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:02/17/2024
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 ****** a little over a year ago. That Smart ****** started to smoke and stopped working. I contacted Keurig and they sent me another smart ******. I went to make a cup of coffee about two weeks ago, and the replacement machine they sent me started to smoke even worse and got really hot. I am unable to use the machine as I do not feel safe with it in my home. I have contacted Keurig on numerous occasions to let them know if this issue and also let them know that I do not want replacement machine, but instead want a refund as my experience has been a scary one. I have been told that corporate will contact me. No one from corporate has contacted me and every time that I call, they are unable to give me the contact person at corporate, who is responsible for the complaint that I filed with them. As stated to them, I do not feel safe with this machine smoking in my house and getting really hot. Especially since I have children in my house.
Business Response
Date: 02/23/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 2/19 to assist. Thank you
Customer Answer
Date: 02/23/2024
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.]

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:02/16/2024
Type:Billing 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.
2/12/2024 thru today 2/16/2024, I have contacted Keurig with phone calls and many emails to correct my account. I have been unable to login to my account to make changes, etc. I keep telling them that the reset emails do not work and they continue to send them anyway. They promised their tech department would contact me within 24 hours, that's not happening. Keurig can send me emails, but when I try to login it says email is not recognized. I have requested to have the account deleted/closed and I would start over and they tell me they can't do that. I want Keurig techicians to call me to fix my ********************** account so I can login to my account or just delete all together.
Customer Answer
Date: 02/26/2024
[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:02/15/2024
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 purchased a pack of ****** Dry and two cans were smashed and half empty. I contacted them to get a refund on that right away, this was around November of 2023. I had to call at least 4 times and every time they told me a different story varying from we will send you a paper coupon to we are having issues and transitioning to virtual coupons but it will be mailed to you in the second week of January. Ive been contacting them on social media, calling, emailing them since January and they refuse to refund the amount or send a replacement coupon. I provided them pictures and all the product information at the time. This company has the worst customer service ever and they think that lying and making people wait forever will make them get away with selling a defective product.Case # SR0005844699
Customer Answer
Date: 02/13/2024
Screenshot to show for how long Ive been trying to make them address the issue.
Business Response
Date: 02/23/2024
We made contact with this consumer and sent her a digital coupon. A direct contact phone number has also been provided to her if she has any additional issues.

Customer Answer
Date: 02/24/2024
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.
[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,
Flavia
Initial Complaint
Date:02/05/2024
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.
After many calls to customer service including 2 escalationsI have no coffee maker since about 1/22/24After 25-year Keurig'smultiplepurchases. This simple return of a machine I have had just 6 months
Business Response
Date: 02/13/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 2/6 to assist. Thank you
Customer Answer
Date: 02/13/2024
[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:02/01/2024
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.
On January 28,2024, I inquired and purchased a Smart Keurig Coffee maker. The coffemaker wasnt as described therefore I requested to return it. The first agent disconnected the call and I got the survey. I called back and spoke to JJ where insisted I talked to their Tech Support. If it wasnt as described why do not I need to speak to their Tech Support? He said the refund was processed and would waive the shipping return. *** would send me a label in 1-3 business days. I told him the process to receive a return label was strange and doesnt care about the customer. ** kept ************************* minutes and refused transfer me to a supervisor. I insisted on waiting for a supervisor so I waited another 30 minutes. Then transferred to Tech support to process a refund that he said was processed. After waiting 30 minutes, I was transferred to Tech Support and spoke to Raya where she says I would receive a *** label and I would need to pay for the return even though ** says he waive the return fee. I should have to wait 10 business days once they receive the item when the y can track it.
Customer Answer
Date: 02/12/2024
I have not heard from the business in response to my complaint.
Customer Answer
Date: 02/12/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 02/13/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 2/13 to assist. Thank you
Initial Complaint
Date:02/01/2024
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 bought a Keurig a month ago, I registered said Keurig and at that time, the agent asked for a copy of my receipt, my receipt was sent as proof of purchase and it was registered. With that being said, this morning that Keurig quit working, so I called customer warrantee ***** I explained I no longer had receipt , however Keurig warrantee **** asked for a copy when registering my coffee maker and it will be on file. I was told no worry, just send photos and the picture of the serial number. They would replace it according to the warrantee. She(third party agent) stated she will send a follow up email along with a few more instructions on returning my broken one, when I received the letter it states I need my receipt as proof!! She lied to me, I got a follow-up email by another representative and it stated exact same thing , no receipt? Im just out of luck. Keurig has a copy of that receipt when I registered it, but they are not conveniently locating it so they dont have to replace it. Ill never buy or use another Keurig again, I will throw out my other two when I get home. I bought this Keurig to travel with as I am a nurse. I do not appreciate a company as big as Keurig basically negating the warrantee and being lied to by their third party customer care ***************************** has my receipt and will not replace my broken coffee maker. I bought this maker on sale. Now I see why, it lasted 1 month. It was $65 plus tax, reasonable for travel. Ill be throwing out or donating both my 2.0 makers since this company has left me high and dry. Its not how business is done, they should of retrieved my scanned receipt at time I registered my coffee maker. I have the welcome emails, the photos, the inserts from when I purchased this, its in its original box cause I keep them to repack as I travel the **. It was bought in ****. Keurig specifically asked for the receipt transaction code and they got it. So this should never have happened.
Customer Answer
Date: 02/11/2024
I have not heard from the business in response to my complaint. The lady I was dealing with made me initially send back the coffee pot before they are going to anything. She didnt believe it was broken, we sent it back via *** with a label that they sent me but Im still dealing with third party person, and not corporate or Keurig directly.
Business Response
Date: 02/12/2024
We are sorry to hear our customer experienced a problem. We reached out to them on Feb, 2nd to assist. Thanks
Customer Answer
Date: 02/27/2024
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 bought a Keurig machine, submitted my receipt when I registered it for my warranty. It broke less then a month later, I contacted Keurig 3rd party customer service, I explained I uploaded my receipt which was required, to register the warranty! I explained I no longer had the receipt, customer service said no problem send a photo of serial # and the machine, Then they proceeded to send me a letter that says if I dont have a receipt, they will not honor the warranty, again I sent that receipt in order to register my coffee pot with the serial number, it is a requirement, at time its registered, so the warranty department has a copy of my receipt. I explained this The email was clear they (Keurig ***************** were not gonna honor the warranty, even though it had been registered and the receipt was sent. She lied to me. I got upset because she lied to me and acted like yes theyll replace it and then sent me an email to say too bad if you dont have a receipt!, then had the nerve to tell me to send the machine back before they will replace it ( basically calling me a liar about it not working) I asked her why she lied to me in a return email, I then filed a complaint with the Better Business Bureau, the Better Business Bureau turned around and said that I did not respond after ****** told them they reached out!! That is not true that is not a fact, I did respond. not only did I respond, I told BBB I never heard back from Keurig then Better Business Bureau reached out to close my case with NO resolution, just CLOSED! Keurig is just letting the Better Business Bureau handle it. The Better Business Bureau turned around and closed my case with no further follow up. The BBB needs to be on the side of the consumer and not just take the word of the company in question. Keurig needs to honor the warranty. The warranty department has a copy of my receipt I want this resolved. Keurig got the machine back I have the *** receipts. .
Business Response
Date: 02/27/2024
We are sorry to hear our customer experienced a problem. We spoke to them on 2/27 to assist. Thank you
Initial Complaint
Date:01/31/2024
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.
This is a complaint against ****** juice company. I recently purchased their apple juice from a Publix store in *******. Once home, I tried to open the plastic bottle. The cap was sealed. I tried with a knife and scissors, but to no avail. It was sealed, so I could not open it. I telephoned the ****** customer service number and a person in an overseas call center answered. A rude and angry person, who hung up. So I called back and spoke to another person with poor language skills. I asked to speak to a manager, who seemed to be an American living in the country where the offshore call center was located. He was very unfriendly and in fact a bully. But I was persistent. He reluctantly took the complaint and promised that I would receive TWO electronic coupons for replacement juices. He said I would receive a first email with the complaint, and then a second email with the electronic coupons. The first one arrived but never the coupons. I do not wish to call ****** back because they are horrible to deal with and could care less. No regard for customers and very disrespectful. A horrible reflection of an **************** dating to the 19th century. I want my two coupons, kindly. This should not be so difficult and unsettling. What is wrong with ******?
Customer Answer
Date: 02/11/2024
I have not heard from the business in response to my complaint. The issue involves the ****** Company, which Keurig and Dr. ******************** apparently own. This complaint has been tossed around between these big companies who do nothing to appease loyal customers. They represent the worst of corporate *******.
Business Response
Date: 02/12/2024
We apologize, the customers issue will be resolved on 2/13. Thank you
Customer Answer
Date: 02/14/2024
Business did not reply to BBB on a timely basis, but finally they did and promised to contact me (it needs to be by phone at ************ or ************ only) by yesterday, February 13. They did not. A false narrative/promise. Very bad form. Not good.

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,
***

Business Response
Date: 03/05/2024
We are sorry our customer experienced a problem. We spoke with them to confirm their issue has been resolved. Thank you
Customer Answer
Date: 03/05/2024
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.
As of March 5, 2024, I still have not received the coupons as promised. As a reminder, this matter has been going on for multiple weeks. Until I have the coupons, it is not possible to close this complaint. I hope they finally arrive. I keep thinking that the mid-19th century Motts family who founded the company would not be amused.
[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:01/30/2024
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 K-Slim on June 9, 2023. When signaled to do so, I attempted to descale it using the Keurig brand solution and following directions on the package. The Descale light did not go out.I called **************** and after a series of questions was told more or less that congratulations, you qualify for a new brewers. Yours is defective. I was then directed to upload several proofs of purchase: a picture of the ******, a picture of the serial number/barcode on the back and a proof of purchase.I did that on December 20, 2023 but got told there was something wrong with what I submitted.I submitted new pictures on January 11, **** with the same result.I called and was asked to once again submit two of the three items I had already submitted twice. I did this.I reminded the person that I had spoken to that he had agreed to follow this through and call me back. He didn't. Instead I got another notice denying my claim and saying that now I was going to have to return the ****** first.This same thing happened to me last June which precipitated the emergency purchase through Target. The only difference was that the customer service person at that time just told me to do it over again. And I kept trying till the signal that I needed to add water failed also and the machine just "burned up".I have no intention of buying the same machine which has proven twice to be defective for a third time and have elected to purchase something different. Rightfully I should be refunded for two machines but I will settle for one. I think this matter was handled very poorly and in bad faith and believe there was nothing wrong with any of the items I submitted. I
Business Response
Date: 01/31/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 1/31 to assist. Thank you
Customer Answer
Date: 01/31/2024
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 has previously asked me to provide proof of purchase and I have complied with their request all three times. They seem to be back to admitting that the machine I have is defective, but their response does not acknowledge that I DO NOT want this replaced with another of the same model. In fact, because I have guests staying with me next month, I have had to purchase a different coffeemaker so that I will not be continually embarrassed by the descale light blinking relentlessly. IF they can tell me EXACTLY what is wrong with the evidence I have submitted I am willing to attempt to comply ONCE AGAIN, but I would ask that they recognize that I am 79 years old (will be 80 in two weeks). I have a recent model smart phone and a near genius mental capacity, but I DO NOT know what they want that has not already been supplied multiple times.

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: 02/01/2024
We are sorry, we have left the customer another voicemail with the information we require from them. Thank you
Customer Answer
Date: 02/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did respond to the voicemail that said they needed only the serial number. I took yet another photo of the serial number and then blew it up and screenshotted it and sent it to them.
I have the message saved and am holding this open pending their response.

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:01/30/2024
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.
Dear Keurig Customer Support,I am writing to express my extreme disappointment with my Keurig smart ******, serial number ***************. Despite the fact that I have only used the device less than 10 times, I am already experiencing significant issues with it.The main problem I am encountering is that the smart ****** abruptly shuts down and refuses to power back up. I have tried troubleshooting the device by following the instructions in the user manual, but to no avail.As a loyal customer of **********************, I expected a higher level of quality and reliability from your products. It is disheartening to have spent my hard-earned money on a device that fails to function properly after such minimal use. I have always trusted the Keurig brand for its reputation of producing top-notch coffee brewing machines, but my recent experience has left me questioning that trust.I kindly request that you address this issue as soon as possible. I would appreciate a prompt resolution, whether it involves repairing or replacing the smart ******. I believe that as a customer who has faithfully supported the ********************** brand, I deserve a product that functions reliably and meets my expectations.I hope that you take my complaint seriously and understand the level of disappointment and inconvenience that I am currently facing. I look forward to your swift response and a resolution to this matter.
Business Response
Date: 02/01/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 1/31 to assist. Thank you
Customer Answer
Date: 02/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Im attempted to return your call on 2/1/2024

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: 02/05/2024
We apologize for the inconvenience. We reached back out to the customer on 2/5 to assist.

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