Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Keurig Green Mountain, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

373 total complaints in the last 3 years.
159 complaints closed in the last 12 months.

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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:01/28/2024
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.
Bought a new Keurig Dou from ******** Wasn't working. Called Keurig help line and was told it was defective and what info needed for a replacement. They said ingo Wasn't sufficient.
Business Response
Date: 02/05/2024
We are sorry to hear our customer experienced a problem. We left them a voicemail on 2/1 to assist. Thank you
Initial Complaint
Date:01/21/2024
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.
Bought a Keurig Supreme on Amazon last summer. After a couple of days, it stopped working. Amazon sent me to Keurig for a replacement.This is a nightmare. Incredibly long and tedious phone calls with super basic "troubleshooting" like (is it plugged in? do you have electricity in your house? etc.). Finally they approve a replacement and then the fun really starts with demands for pictures, handwritten notes, etc. The pictures can only be in pdf format, which means you have to use a photo editing program after taking a picture. And then no matter what I submitted, it was rejected over and over until I threatened to charge back.Then, finally, months later - a replacement Keurig arrives.Which breaks right away. Same thing. Use it a couple times and then you get a smell of burning plastic, no water coming out, and it won't turn on anymore.Wash rinse repeat the same process as above. Except this time ******* told me that they were having problems with that model and he'd get me an upgraded model. He didn't. he also said that I wouldn't have to go through the troubleshooting BS again. I did. Multiple times being told the photos weren't in the right format, without explanation, when they CLEARLY were pdfs. it's obvious that the whole process is designed to get busy consumers to give up in frustration.Anyway, I finally got another Keurig as a replacement and...same thing! Spent 3 more hours (!) on calls, ruining my weekend with my family yesterday, during which I was told that the only thing that was ever going to happen was that I could continue to go through the process again and Keurig would happily continue sending me (defective) machines until we reached 1 year from the original purchase, and then Keurig would be done.I have mailed Keurig to find out if this is indeed company policy and have not received a response.
Business Response
Date: 01/22/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 1/22 to assist. Thank you
Customer Answer
Date: 02/06/2024
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 situation has NOT been resolved. Keurig has still NOT resolved the issue.

The latest they have done is offer me a cheaper model a couple weeks ago and when I questioned why they were trying to keep half of my money and fob me off with a cheaper model, they didn't reply and haven't replied to multiple followups.

Business Response
Date: 02/06/2024
We are sorry to hear our customer is not happy with our solution. Thank you
Customer Answer
Date: 02/06/2024
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.
They got in touch and offered to replace the coffee maker I'd bought with a much cheaper model. When I questioned why I was being downgraded and if I would be receiving the difference in price as a refund, they did not answer. They have continued to refuse to answer despite daily followups for the past two weeks.

This is ridiculous. Keurig, please get me a working coffee maker or refund my money. It's been 9 months, 3 coffee makers, and over 30+ hours on my part.

Regards,
********
Initial Complaint
Date:01/14/2024
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.
Ordered my Keurig machine and autoship coffee starter on 12/28/2023, finally received it 2 weeks later. I had ordered the Rhubarb Red Classic, but received a black machine instead so I never took it out of the plastic. Immediately, I contacted customer service as you cannot initiate a return online which I was surprised about. They told me the return request would need to be "approved first" even though I never used it and JUST received it! And that I could expect a phonecall back within 3-7 business days. I have not heard a single word back, the only communication I have gotten back is an invite asking how I liked it and to leave a review. Seems they purposely make you wait for a long time in hopes you will get desperate for coffee and just use it and keep it! Every company I have ever shopped with allows initiating a return immediately with self service online and the ability to print an RMA or return label immediately...well...not Keurig! I am shocked and dissapointed at the lack of their customer service, and for such a reputable company too, I did not expect that from Keurig, I just thought they were a highly respected, reliable company and product and I was wrong. So if you don't want to wait weeks to a month to get a coffee maker, you may as well pay a few dollars more and order off of Amazon or ******** and actually, their prices I found to be less on Amazon than on Keurig's website. Unbelievable - how they lack customer service this bad!
Business Response
Date: 01/17/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 1/16 to assist. Thank you
Initial Complaint
Date:01/01/2024
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 am trying to get a response from the business to get my grandfathers Keurig replaced
Customer Answer
Date: 01/12/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 01/16/2024
We are sorry to hear our customer experienced a problem. We left them a voicemail on 1/16 to assist. Thank you.
Customer Answer
Date: 01/18/2024
[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. The business contacted me and we were able to get the issue resolved at that time.

Regards,

*********************************
Initial Complaint
Date:12/31/2023
Type:Customer Service 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.
Ended up reaching out to Keurig regarding your defective ******. Upon speaking to an agent he told me they would send me an email, and that I would need a photo of the receipt. and serial number off of the ****** and to dispose of the ****** after photos are taken. It wont be needed. After receiving the email, it clearly states that they need a photo of the ****** as well. Not just the serial number and receipt. Now Im out of luck based off of the information the previous agent gave me. I ended up reaching out to Keurig to see if somehow they could make this right I spoke to supervisor **** from the customer care specialist team. She was absolutely no help and simply told me theres nothing she can do regardless of whether the previous agent told me to dispose of the ****** or not. I absolutely dont understand how this is fair.I do have proof of purchase/receipt. And photo of serial number.
Customer Answer
Date: 01/11/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 01/17/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 1/5 to assist. Thank you
Initial Complaint
Date:12/29/2023
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.
2/20/23 Bought Coffee marker 12/15/23 Coffee marker broke There is supposed to be a one year warranty name from the manufacture, I contacted them in regards to the coffee maker and they refused to standby the one year manufacturer warranty for the coffee pot. They told me that the coffee pot was made back in 2020 which is perfectly fine but that was not the date that I purchased seths coffee pot, that was the manufacturing date. They also claimed that I audit in August 2020 which is not true.
Business Response
Date: 01/02/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 12/29 to assist. Thank you
Initial Complaint
Date:12/28/2023
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 **Duo Essentials Moonlight Gray Single-Serve **Cup Coffee...12/05/2022 Plus Additional 2 Year Warranty. Defective contacted Keurig 07/05/2023 no response. Again on 07/06/2023 no response.Contacted again 08/18/2023 including a copy of ***** Implied Warranty Act, that is when I received a response from ***************************. **************** stated Keurig would replace the item, it was still under the original warranty. She claimed she was sending an upgraded item that was appropriately $249.00 but because of all the miscommunications she thought it was warranted. It arrived the last week in August 2023. She sent a **Duo which is also Defective after 12 weeks. I also have learned it is an old 2020 Model that was is longer made & was liquidated by ******* for $79-89 dollars and still is. Its on there website along with Amazon.So I purchased a brand new 2022 ************* Warranty Package. To have Keurig **************** Team replace this defective product. With an Old Outdated 2020 Discontinued Model thats defective. The pictures show my current product & the leakage, this is with just 6 cups of water in it. The picture of the product at $189.00 is from original email from **************** but now this is the price on Keurig.com for $104.00 Or Clearance For $79-$89 *******, Amazon Discontinued Model 2020 **Duo Mine Brand New 2022 Model
Business Response
Date: 12/28/2023
We are sorry to hear our customer experienced a problem. We reached out to them on 12/28 to assist.
Customer Answer
Date: 12/28/2023
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.
[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 person who contacted me is the same person who created this issue, by deceiving us with an old 2020 defective product for our 2022 new model product.
You do not get to replace a 2022 year model thats defective with an old 2020 defective model. Then when you are caught expect the customer to trust the same person again. We will be happy to speak with someone who is honest, trustworthy about their product and customer service. Thats not asking for any more than the customer service
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: 01/02/2024
Thank you for your feedback
Initial Complaint
Date:12/27/2023
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 won an A & W sweepstakes and I was told in the email that I would be contacted by November 10,2023 and I have called the company on plenty of occasions and I have been getting the run around and I was told that they would get back to me and nothing!!
Business Response
Date: 01/05/2024
We are sorry to hear our customer experienced a problem. We contacted them to assist.
Initial Complaint
Date:12/27/2023
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.
Keurig will not honor the 1-year warranty for their coffee maker. My daughter purchased my Keurig K-Supreme Black Single Serve Coffee ************** of 2023, it broke and would not power up, so I do have coverage, per the terms of the 1-year warranty. On 12/26/23, I called Keurig to let them know my coffee maker was no longer working and I wanted a replacement one per their terms of their warranty. The first Representative I spoke with told me they couldnt replace the machine but could give me a 20% coupon because I didnt have the receipt. I told him the machine was only 8 months old and I gave him the serial number and I received it as a gift, and I did not have a receipt. He stated I needed to provide a receipt. I asked to speak to a manager and then another Representative came to the phone and told me he understood I was offered 20% off and I was not pleased with this offer. I told the gentleman that no replacement offer was made to me and that I did not wish to pay for another coffee maker when I was still within warranty. He then offers me 50% off and 2 free boxes of coffee. I declined and stated I will not pay for another coffee maker when my daughter spent over $100 for the one I currently have that is broken and still within warranty. He said he could not do that, but a manager that could replace the machine would call me right back in a little while to replace the machine. NO ONE CALLED ME BACK!! And now when I called three times ******* gets my information then acts like he cant hear me and hangs up. What a scam! I want my machine replaced!
Business Response
Date: 01/02/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 12/28 to assist. Thank you
Customer Answer
Date: 01/02/2024
[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:12/27/2023
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 purchase a Keurig ****** K155 18 month ago, I have tried and tried to get the ****** replaced because it does not work properly. It has never worked properly and each time I am transferred overseas where I cannot understand what they are saying, then I am transferred around the company and get nothing accomplished. I have been placed on hold for 30 minutes, told that someone would call me back and it never happened. I paid over $289 for this ****** and needs to be replaced. I have spent several hours on the phone trying to get this resolved. I am totally frustrated with Keurig at this point. I can't and should not have to keep buy Keurig Brewers every two years....In the past 6 years I have purchased 4 different Keurig Brewers.
Business Response
Date: 01/02/2024
We are sorry our customer experienced a problem. We reached out to them on 12/28 to assist. Thank you
Customer Answer
Date: 01/02/2024
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.]

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.

Keurig emailed me an arrogant reply suggesting I first provide the serial number and photo of the ****** and send it back to Keurig for their inspection. They transferred my call 5 times all overseas with no one addressing the issue. I have purchased 5 brewers from the over 6 to 7 years . As it is obvious they have no intention of standing behind their product in this case. All of the info they asked me to provide they already have via my Keurig account. This has been the worse experience I have had to deal within
FAQ

Regards,
*****

Business Response
Date: 01/03/2024
We are sorry to hear our customer is not happy with our response. We are more than happy to assist once we receive the information we have requested. Thank you

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