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Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

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

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

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    Customer Complaints Summary

    • 372 total complaints in the last 3 years.
    • 158 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 monthly subscription through them which included coffee pot the pot started leaking I called they said they would replace if I sent pictures of things they needed and I did numerous times and still no replacement

      Business Response

      Date: 12/27/2023

      We are sorry to hear our customer experienced a problem. We left them a voicemail on 12/27 to assist. Thank you.

    • Initial Complaint

      Date:12/18/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Followed customer service directions at ********************** on filling out a warranty claim. The first one screwed up the device and had to call back. Again, followed the directions of the representative. Once again, denied even though I followed directions. This has been a very distasteful experience with a company that supposed to have such a good business without all the hassles.

      Business Response

      Date: 12/19/2023

      We are sorry to hear our customer experienced a problem. We spoke to them on 12/19 to assist. Thank you

    • Initial Complaint

      Date:12/07/2023

      Type:Order Issues
      Status:
      Answered
      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 had my Keurig replaced twice now, it has been deemed defective both times. This last time I requested to send the machine back for a refund instead rather than continuing to have issues and having them waste product. The product was bought directly from Keurig.com and they were able to find the order (made by my husband as a Christmas present). The issue I reported the last time is now happening again. The bottom of the cup is wet as is the plastic piece of the Keurig. It also drips frequently. I do not want another machine which is the only thing they will offer. The amount paid would need to be pulled by Keurig from the order - I am listing the price of the unit plus tax. Please refund me and I will send the unit back and there will be no more back and forth. I said from the very beginning (first replacement) - I had no issues w. my old unit and would prefer a refund. Both times this was denied.

      Business Response

      Date: 12/11/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 12/9 to assist. Thank you

    • Initial Complaint

      Date:12/04/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      SR0005762053 Hello *****, We have received your proof of purchase photos. Upon review, we regret that we are unable to accept your photo(s) as they do not meet our requirements. Your ****** will need to be returned for further validation. You will receive a shipping label in a separate email from *** to return the ******. Please follow the instructions in that email. We will be unable to process your replacement until the ****** is received and validated. If you have any further questions, you may reach us at (866) 901-BREW (****). Should you need to call, please reference the SR# in the subject of this email for faster processing. Please dont hesitate to contact us at any time. Thank you and have a good day. Sincerely,***** Keurig ************* www.keurig.com 1 866 901 BREW (****)Request Id: ************

      Business Response

      Date: 12/05/2023

      We are sorry the customer experienced a problem. We assisted them on 12/4.

      Customer Answer

      Date: 12/06/2023

      [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:12/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 keirug express for christmas 12/25/2022**************It quit working and when I called on 11/29/23 to get technical help with figuring out the problem. They offered no trouble shooting at all they just said it will need to be replaced, and they would send me the information for them to replace it. However I then received an email that said my claim was denied "Based on the serial number you provided, our system indicates that your Keurig coffee maker is no longer within our 1-year warranty period and therefore cannot be replaced". It further said :However, if you feel that our information is incorrect and you are able to provide all of the following information, we would be happy to review your replacement claim.1. A receipt or order confirmation that shows the ****** was purchased within the last year.2. A 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).3. A handwritten note, pictured under the front of your ****** (as shown in example photo) that includes your name, today's date, and the reference number from the subject of this email."I included all of this information in an email to them on 11/29/23, except the receipt as it was a Christmas gift which they were told before they offered a replacement. I informed them of this in my reply I then received an email back that said "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. I then received a phone call saying they would offer me 50% off a new coffee pot but of course the only ones available on this deal are the more expensive larger sized coffee pots, none close to what I have or the size needed for my desk at work which is where my current one resides. I want my replacement coffee maker since my item was purchased within the 1 year warranty period. Terrible customer service

      Business Response

      Date: 12/05/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 12/5 to assist.

    • Initial Complaint

      Date:11/28/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Order: #********* On 11/28/23, I was unexpectedly charged $39.37 from Keurig, for an, "Auto-Delivery," order that I did not initiate. This is the second time, since I purchased my Keurig machine through Keurig directly, that I have erroneously been charged for coffee that I did not request or set-up for auto-delivery. I attempted to resolve through chat, which was unsuccessful, to include an extremely long chat, most of which was awaiting for the representative to chat back. I then spent over one hour on the phone, with both a representative, who continued to place me on hold, and then with a supervisor (after an extended wait time) who reinforced what I already knew: an order was shipped and I was charged. The supervisor was unable to refund my order. I continued to insist that this order was not my fault and I demanded my money returned. After another waiting period, the supervisor stated that I he would submit a refund request and if I was refunded, the time duration would be 3-4 weeks. Further, he would not provide me with any sort of confirmation message/document/email. He also would not ensure that my credit card information would be removed from their database, per my request to avoid this same issue yet again. All I want is my money returned that was taken from me without permission sooner than the next few weeks.

      Business Response

      Date: 11/30/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 11/30 to assist. Thank you

      Customer Answer

      Date: 11/30/2023

      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. 

      I have received no contact from Keurig today, 11/30/23, either through phone or email, per their response message. 

      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: 12/01/2023

      We are sorry our customer experienced a problem. We left them a voicemail on 12/1 to assist. Thank you

    • Initial Complaint

      Date:11/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 order: ********* I purchased a Keurig directly from Keurig.com and it arrived defective. Its never powered on or been able to brew a cup of coffee therefore deemed useless. Immediately, I contacted Keurig and was advised to return this to Target. Clearly, the agent was incredibly incompetent to give me such direction when I did not purchase this coffee maker from Target. After awaiting the next reply, I was advised to return this for a refund however I would be responsible for the return costs. How unfair, considering I received a non working unit. I stopped by my local *** store and was quoted $27 for return. I paid under $45 for this coffee maker and didnt see reasoning to spend that amount for a return, I again contacted Keurig who acknowledged my issue and portrayed to be able to assist me after trouble shooting and providing serial number. I spent 2 hours speaking with an agent all to be told again, return is my responsibility. How misleading! Today 11/27, I receive a private call and a voicemail from Keurig asking that I call them back: when I do so, I am asked again multiple questions and needed to provide a serial number. This was so inconvenient as I was on business travel by this point. The representative connected me with a manager who also told me I would need to pay the cost of return shipping then out of no where decided he would email me a return label. I was promised this would be received as soon as we disconnected the call. This never happened! Keurig lacks integrity and engaged in unfair business practices including unlawfully misguiding and misleading customers about their products and money back guarantee agreements. I demand an immediate review of my account and refund with no further inconvenience to me otherwise I will be escalating my complaint. As a corporate attorney with a doctorate in law, I am aware of the violations Keurig has committed and as a consumer I will not tolerate this, I expect more from Keurig.

      Business Response

      Date: 11/30/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 11/28 to assist. Thank you

    • Initial Complaint

      Date:11/27/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      They tried to take advantage of me on an issue, offering a higher price for replacement of a coffee ****** that was advertised in order to try to satisfy me, over a defective product. Had I agreed to pay them I would have been ripped off.

      Business Response

      Date: 11/30/2023

      We are sorry to hear our customer experienced a problem. We reached out to the on 11/28 to assist. Thank you

    • Initial Complaint

      Date:11/24/2023

      Type:Product Issues
      Status:
      Answered
      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 ordered a Keurig K-Supreme Plus SMART Single Serve ****** on Sunday, 11/19/2023. The original price of the ****** was $229.00 and Keurig offered the discount for 25% off. Three days later, on 11/22/2023, Keurig changed the price, offering a discount of 35% off. I called and spoke to a representative, and expressed my frustration with how Keurig changed their discount in less than 72 hours and that I wanted a credit card adjustment. I was told that I could not receive a credit card adjustment to my credit card but would be offered the difference with a coupon for free coffee, which I grudgingly accepted. I made it known I didn't appreciate I paid more for something that was reduced just 48 hours later. Today, 11/24/23, I discovered the same coffee maker I purchased was now discounted 50% off. I called customer service and expressed my dissatisfaction with how Keurig discounted the coffee maker a second time within an 48-hour period. I asked to return the coffee maker I purchased. I was told I would be responsible for shipping the ****** back. This is very unfair and unprofessional. I plan to return the ****** and I expect Keurig to *** for the return shipping.

      Business Response

      Date: 11/27/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 11/27 with a resolution. Please contact us with any further questions.

    • Initial Complaint

      Date:11/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 K-Duo Plus Single ************** Coffee Maker on 1/28/23 from Amazon. It quit working and when I called on 11/4/23 they said it will need to be replaced. However I then received an email that said my claim was denied "Based on the serial number you provided, our system indicates that your Keurig coffee maker is no longer within our 1-year warranty period and therefore cannot be replaced". It further said :However, if you feel that our information is incorrect and you are able to provide all of the following information, we would be happy to review your replacement claim.1. A receipt or order confirmation that shows the ****** was purchased within the last year.2. A 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).3. A handwritten note, pictured under the front of your ****** (as shown in example photo) that includes your name, today's date, and the reference number from the subject of this email."I included all of this information in an email to them on 11/5/23. I then received an email back that said "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 one of the following reasons:For Amazon purchases we require the Order confirmation and the Delivery confirmation."Amazon doesn't have Delivery confirmation info since is past the 120 days they keep it. I then called back again and asked to speak with with a supervisor or someone in the ************* area where these emails are coming from. After waiting 24 minutes I was told there was no one available in *************, nor was there a Supervisor available.I want my replacement coffee maker since my item was purchased within the 1 year warranty period.

      Business Response

      Date: 11/08/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 11/8 to assist. Thank you

      Customer Answer

      Date: 11/08/2023

      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 #********. They will be sending me a replacement coffee maker.   I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *******************

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

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