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.

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

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  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

• 

  Keurig Dr Pepper Inc.

  PO Box 1911 Frisco, TX 75034

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

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:11/06/2023

  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.

  My Keurig i went to use it made 2 cups of coffee went to open it remove the used k cup and went to close it its stuck open wont work any more

  Business Response

  Date: 11/07/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 11/7 to assist. Thank you 

• Initial Complaint

  Date:10/28/2023

  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.

  Keurig wont allow modifications on order or account. The page goes blank if using this options. It seems has keurig is intentionally doing this to prevent from canceling automatic payment orders. This has been an ongoing issue for the last 6 months.

  Business Response

  Date: 11/02/2023

  We are sorry to hear our customer experienced a problem. We have reached out to them. Thank you

• Initial Complaint

  Date:10/26/2023

  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. I purchased my Keurig on 11/22/22 in the amount of $119.99 and registered it on 11/25/22 so I could have coverage, per the terms of the 1 year warranty. On 10/26/23, I called Keurig to let them know my coffee maker was no longer working. The first Representative I spoke with told me my warranty was expired. I told him I was in my keurig.com account and it lists the purchase date and registration date and both are less than 1 year old. He stated I needed to provide a receipt. I asked to speak to a manager and then another Representative comes to the phone and tells me he understands I was offered 20% off and I was not pleased with this offer. I told the gentleman that no offer was made to me and that I did not wish to pay for another coffee maker when I was still within warranty. He stated my warranty has expired. I asked to speak to a Director or Regional Director. Another gentleman comes to the phone and offers me 50% off and 2 free boxes of coffee. I declined and stated I will not pay for another coffee maker when I spent over $100 for the one I currently have that is broken and still within warranty. He tells me someone from corporate will call me. After the call ended, I searched for and found my online receipt. I called back and spoke with a young lady. I asked if she would give me the email to send my proof of purchase. She placed me on hold for several minutes and then told me my account had been tagged for a call from corporate so she could not give me the email to send my proof of purchase.

  Business Response

  Date: 11/01/2023

  We are sorry our customer experienced a problem. We left them a voicemail on 10/30 to assist. Thank you

  Customer Answer

  Date: 11/05/2023

  [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:10/09/2023

  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.

  Received a Keurig K-Plus Mini for Christmas last year. Stopped working recently and reached out to customer service and although I had registered it timely, they would not help me with the warranty and tried to sell me a new one.

  Business Response

  Date: 10/13/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 10/10. Thank you.

  Customer Answer

  Date: 10/17/2023

  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. 

  [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:10/05/2023

  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.

  Purchased Keurig Coffee machine from Bed, ************* 1/3/2023 for $201.55. It has stopped working, and Bed, ************* is now out of business. Called Keurig to obtain a refund and they refused. I advised I already bought another Keurig and didn't want the same one, they refused. I have receipt. Would like to receive refund for machine.

  Business Response

  Date: 10/06/2023

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 10/6 to assist. Thank you.

  Customer Answer

  Date: 10/06/2023

  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. 

  [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,

  *******

   

  I called the number back and reached customer service.  They had no idea what I was calling about.  Please either give me a persons direct line, or email me at **********************

  Thank you,
  *******

  Business Response

  Date: 10/10/2023

  We emailed the customer on 10/10 to assist. Thank you.

• Initial Complaint

  Date:09/24/2023

  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.

  Last week my husband woke up at 4am with a headache. I awoke to see where he was. As we were talking at 4am, I noticed steam coming from my keurig. It was not turned on, but yes of course it was plugged in. It was hot, steaming ready to blow? I unplugged it. We have owned multiple keurigs in 10 years. We purchased this one 1 year ago. We have tried plugging in again days later. It does the same thing. It is a fire hazard. My whole family was at risk. We were lucky to be awake. Fix it please.

  Business Response

  Date: 09/26/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 9/25 to assist. Thank you.

• Initial Complaint

  Date:09/18/2023

  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.

  Lack of respect, true customer service. They are being ***** to denied warranty that is good until 11/2023, they keep rejecting proof of purchase. I even have an video I can provide they can see what the **mini is doing, not brewing. Since Wed 9/13, I have been calling, keep giving me the steps to troubleshoot & when it's only water, no k-cup inserted, the water brews, but when the k-cup added, it does not, splashes water, keeps water above, all the ground on the top of the location the k-cup. Friday, I called again (9/15) was told they wld replace the machine as long as I have the POP, send the pictures they required & serial# under the machine. We did go thru the troubleshooting again & she realized with the noise it was making & not brewing, it called for a replacement. She mentioned that I did not have to return damage one, to recycle or trash, which was to do. I sent same day ASAP docs reqstd, later got an email back stating sorry cld not accept POP because was blurry. So I called Target, they helped me get the receipt saved on the Target app, which is very clear. So I sent again, once again they denied. When I called Sat I was told that the **** was denying bc they cannot confirm serial number on the receipt. Which got me so upset bc it is very clear. I mentioned to person that was not right & they looking for anything to deny replacement. I asked if he can escalate this to another higher in charge & when he put me on hold, the call got disconnected. Called back even more angry, thinking a ** with the profits that it has, the ways they express their products as best, cannot seems to have a good response to assist consumers. They mad me feel I was lying. I now get the ratings here, I am not alone & to say will write to BBB does not faze them bc they are not accredited. But still they should not get away with this form of abuse towards their consumers. Without us, they have no company support, they should try harder to find a happy ending for us.

  Business Response

  Date: 09/18/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 9/18 to assist. Please contact Keurig with any questions.

  Customer Answer

  Date: 09/18/2023

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

  Customer Answer

  Date: 09/20/2023

  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. 

  Please send another notification to Keurig that I am waiting for tracking information as Ms. ****** promised I would get as of Tuesday, but nothing.  Once again silence and no help. 

  Business Response

  Date: 09/25/2023

  We are sorry the customer experienced an issue. In our records it shows the issue was resolved as of 9/22. Thank you.

• Initial Complaint

  Date:09/13/2023

  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.

  I was promised a refund for coffee machine purchased in March 2023 that is not operating properly.I originally was promised a replacement, then they denied my claim (9/1/23) due to the photo required didnt have a piece of paper with my name and return number - then Keurig went *** for the holiday weekend and had to f/u on 9/6/2023; I believe if I had not called I would never of heard from Keurig again. After learning how long it would take to get a replacement I requested a refund instead. After I was promised a refund, I purchased a new machine. I was told I would have to return the faulty machine (not required if you accept a replacement), however, the refund would not be applied until Keurig receives faulty machine. I have been waiting since the 6th for a return label and not yet received, I have followed up a few times now. This is not acceptable that my refund is contingent on waiting for label that is not being sent. Keurig owes me $159.99 + taxes. I also dont think I should have to be inconvenienced to package and return faulty machine.

  Business Response

  Date: 09/18/2023

  We are sorry to hear our customer experienced a problem. We contacted them on 9/14 to assist. Please contact Keurig with any further questions.

  Customer Answer

  Date: 09/21/2023

  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. 

  [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: 09/27/2023

  We are sorry to hear our customer experienced a problem. We have emailed them on 9/27 to assist. Thank you.

• Initial Complaint

  Date:08/26/2023

  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.

  Keurig was bought by my husband online and was delivered 5/2/2023. Around the beginning to middle of August it just stopped working. When I called Keurig customer service they said they couldnt honor the warranty because it was manufactured 2 years ago. The website says 1 year from purchase. PURHASE date not manufacture date. The website says nothing about manufacture date. So even though it was just purchased 3 months prior, they wouldnt replace or fix it. Deceptive fraudulent practice. Keurig does not honor the warranty they offer. These brewers are too expensive to break 3 months after buying. And mind you we only use it 3-4 days a week for no more than 10 cups of coffee brewed per week. Barely owned, barely used, barely worked.

  Business Response

  Date: 08/30/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 8/28 to assist. Please contact Keurig with any further questions. Thank you.
  
  

• Initial Complaint

  Date:08/24/2023

  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 purchased a Keurig K-Slim Single Serve Coffee Maker, and it went completely dead after only 9 months. It is still under manufacturer's warranty, so I contacted Keurig and was instructed to send the following:Acceptable proof of purchase - Please provide the following photos:- Photo, scan, or screenshot of your receipt or order confirmation, including date and place of purchase. Please note, for Amazon purchases we require the Order confirmation and the Delivery confirmation.- Photo of the serial number on the ****** itself (found on a sticker on the bottom of the ******, on the side of the ****** behind the water reservoir, or on the ****** behind the drip tray)- A photo of the ****** with a handwritten note (as shown in example photo) that includes your name, today's date, and the reference number from the subject of this email I sent information as requested, but they responded and said they could not open the images. I resent the images, then they said the S/N image was blurry. Me and my husband could see the images clearly. I called Keurig and spoke to a representative and he said that he could see the S/N image we sent just fine, and he would inform the review team. We contacted Keurig for a status, and they said resend the S/N image. They just do not want to send a replacement machine even after we sent the request information, and the product is still under manufacture warranty.

  Business Response

  Date: 08/25/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 8/25 to assist. Please contact Keurig with any further questions. Thank you.