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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:08/18/2023

      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.
      I purchased a Keurig K Slim with the water reservoir in the back in February of 2023. Upon my first time descaling the machine, the light does not go out. I have further made the necessary attempts to manually make it turn off but the "descale" light is still blinking. I contacted Keurig ************************ and provided them the necessary information, photos, etc., after the online support person determined the machine to be defective. Now they have written and are refusing to accept my photos for reasons that I do not understand; and they want me to return my machine and I must go and purchase another coffee maker for the interim period I will be without a machine. If I have to purchase another coffee maker, rest assured it will not be a Keurig and that I will never purchase another of your products again. In addition, I will be posting my reviews online asap to let others know about your poor customer service. The Service Request is ************. I want this machine replaced immediately and not with a refurbished machine or I will accept a refund of the purchase price (you have a copy of the receipt) and I will return your defective machine so long as you provide me a return pre-paid label.

      Business Response

      Date: 08/22/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 8/21 to assist. Please contact Keurig with any further questions. Thank you.

      Customer Answer

      Date: 08/22/2023

      [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:08/18/2023

      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.
      I purchased a keurig over a year ago. It was a gift from my husband. The warrantee expired and I called customer service. I was told that I can get 20% off when Im ready to order a new one. I called back a week later and was told to tell the representative that answers that Im calling to get my 20% off. They documented my account, number and serial number of my ********************** machine. Each time I did this I was told that someone would call me back on my phone number to place my order. This occurred 3x. No one ever called me and I still do not have a replacement order placed. Im tempted to purchase on with out the discount by why should I if Im *********** 20% off. I would like my coffee machine to be replaced, for someone to call me back and at this point I would like to be compensated for my time.

      Business Response

      Date: 08/22/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 8/21 to assist. Please contact Keurig with any further questions. Thank you.

    • Initial Complaint

      Date:08/18/2023

      Type:Delivery 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 machine with a commitment of 16 box order. I placed the first order on 7.16.2023 of 4 boxes and another order of 4 boxes on 8.14.2023. My account shows I still have 12 boxes to purchase. This is misleading and fraudulent. I began a chat conversation with a live agent on 8.18.2023 at 11:48am and the person ***** never responded to my request. So I called and the woman I spoke with said she isn't empowered to help me and that the issue needs to be redirected to another department. It will take 3 days for someone to call me back at any given time of the day. This process is crazy especially when it takes seconds to take my money but it takes Keurig 3 days to review an issue. I want my account credited to show an 8 box balance effective 8.14.2023

      Business Response

      Date: 08/22/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 8/21 to assist. Please contact Keurig with any further questions. Thank you.

    • Initial Complaint

      Date:08/15/2023

      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 K-Supreme Plus SMART Single Serve Coffee Maker and it went completely dead after only a few months. It was replaced under warranty and the replacement lasted less than a year before it went dead too. These things are supposed to have a 1 year warranty and are very expensive at ******. I called **************** who said I have to buy a new machine because of the manufacture date of the replacement machine. But, I could have a 20% discount on a new machine, except for right now, because they were having a 20% off sale, for everyone, and I can't get 20% off of a 20% discount. So I'm actually getting nothing. **************** email is a bot directing you to call the 866 **************** number. I called **************** again today hoping to speak with someone here in the US but it's entirely outsourced and they disconnected me twice. Once right after I selected customer service button 2 and again when I asked for a supervisor. Product Review submission on their website is disabled as well, maybe it's just for my account lol.

      Business Response

      Date: 08/16/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 8/16 to assist. Please contact Keurig with any questions.

      Customer Answer

      Date: 08/16/2023

      [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. Thank you very much Keurig!

      Regards,

      ***** & ***************************

    • Initial Complaint

      Date:08/15/2023

      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.
      this ****** was originally recieved as a warranty replacement for another ****** I had an issue with.this time I am having a condensation problem under the plastic reservoir where the water goes to make coffee.the reservoir is not removable and it shows bubbles and white spots under the plastic of reservoir that im unable to clean.im worried about mold and health issues due to this defect.i tried calling and they said there is nothing they can do about it.im not looking to get any Money im just looking to get a coffee maker that works properly.thank you.

      Business Response

      Date: 08/16/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 8/16 to assist. Please contact Keurig with any questions.

      Customer Answer

      Date: 08/18/2023

      [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,

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

    • Initial Complaint

      Date:08/10/2023

      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.
      reference:.SR0005302557 I purchased a Keurig December 9, 2022 At *********** It stopped working August 7th ***************** warranty. Stopped working. I call Keurig customer support. Did what O was told to submit. The receipt on my phone is from ***'s club app on my phone they decided not to accept. I went to ***'s club today they CAN'T print that receipt. I am without a coffee maker. OF i call the bank card that's another 2 to 3 months.Keurig is selling junk this is the 2nd to go outbin a 18 month period but they didn't replace the 1st I purchased a new one again

      Business Response

      Date: 08/11/2023

      Hello, we have reached out to the consumer to facilitate ****** return and replacement. Thank you!

      Customer Answer

      Date: 08/14/2023

      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,

      ****

       

       This is about my 10th Keurig of different styles at least 2 - 3 of each.

      I JUST PURCHASED A NEW coffee maker on today same as I have.  Tired of their games and waiting. 

       

      BBByou can close this case. 

      Business Response

      Date: 08/15/2023

      The consumer has not replied with the required photos needed to process a warranty replacement. We have issued her a pre-paid return label to send the ****** back instead. Once received, we can proceed with a warranty replacement. 

    • Initial Complaint

      Date:08/10/2023

      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 have purchased 7up for 50 of my 60 years alive. In the last year I have purchased multiple times pop with no seal flat upon opening. I have spent in excess of ********************************************************************************************************** it's busy. Written complaints go unanswered. I want to be reimbursed and rest assured I will NEVER buy ANY product from this company again! Thank you

      Business Response

      Date: 08/14/2023

      We have forwarded this over to the appropriate team for handling, thank you!

      Customer Answer

      Date: 08/14/2023

      [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:08/03/2023

      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 ****** on June 26th. The following morning it was 50% off. I called the company and they told me my only option to get the price match was to cancel the order and replace it. I was told the item was still In processing and had not been shipped. I went ahead and cancelled the order with the representative on the phone and replaced the order at the cheaper price. 2 days later I get notified that the order went ahead and shipped(the one I had cancelled). I called immediately and received a return label. I returned the item right away and it was received back to Keurig on July 5th at 11:29 am. Signed by valezquesz at their dock, this is according to the tracking info. I waited 2 weeks for the refund and nothing. I have called 7 different times and keep getting different answers. Only corporate deals with returns. My info is being forwarded to the correct department. Its been a month and I have no resolution and no refund for my item. *** attempted to call corporate directly and am not able to get assistance.

      Business Response

      Date: 08/04/2023

      We are sorry to hear our customer experienced a problem. We left them a voicemail today, 8/4 to assist them. Please contact Keurig with any further questions. 

      Customer Answer

      Date: 08/06/2023

      [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:08/01/2023

      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.
      on 7/23/23 I tried to place an order for my coffee. I saw my account was on Auto-Delivery, so I changed it to a smart delivery. I was unable to place an order, so I sent an email at first, and I called in secondly. The agent I spoke to on the phone processed an order for me. Instead of the agent who responded to the email eventually checking she processed another order. I reached out to Keurig on multiple occasions. on 7/23/23 SR#**********, I responded to an email letting them know that an agent processed the order and asked why a duplicate order was processed no response received. I did another onsite contact SR#**********, I also called and was told it was their error and someone would reach out to me. No one reached out then I get an email on 7/25/23 saying they received my inquiry but unable to reach me and asked for a good number. I provided m cell phone and still no call. I contacted them again SR# ********** and called no one has yet addressed my issue. I chatted today 8/1/23 and received the run around I called and asked for a supervisor because I know my rights and was told I would get a call back. At this point I am tired of trying to rectify this myself when the representative clearly doesn't take my concerns seriously because it is not their money being spent.

      Business Response

      Date: 08/07/2023

      We are sorry to hear our customer experienced a problem. We contacted them on 8/2 to assist. Please contact Keurig with any questions.

      Customer Answer

      Date: 08/11/2023

      [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:07/31/2023

      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 duo essentials ****** in November. The plug overheated while plugged in, and melted the plastic around where the metal comes of of the plastic on the plug, and I smelt plastic burning. I contacted keurig for a warranty exchange and it has been a nightmare. The only serial number sticker on the ****** was placed on the plastic where the water tank slides in and out. Because of water and friction, some of the number is rubbed off. In order to exchange it, they wanted it sent to them first, which is reasonable. Whats not reasonable is the agent telling me I would get an email with the shipping label and to take it to **** I then got two emails- one with shipping label and second stating to send pics of the ****** with specific things written neat it and to not mail in until I get a reply from them. The next day I have *** at my door for a scheduled pick up from Keurig that i did not set up. The tracking label he has and put on the maker is different than the one i was sent. It was taken by *** the 19th of july and they state was received on their end (after me calling 3x for the update) and received by them 7/25. Its not taking *** 6 days to ship it, but thats neither here nor there. There has been no communication about my ****** replacement, and after calling three times and being told that it was getting escalated to higher customer care I still havent heard anything. On top of calling three different times, I also chatted to customer service today that also stated he was escalating to higher customer service. This whole experience in a warranty exchange has left a bad taste in my mouth.

      Business Response

      Date: 08/01/2023

      We are sorry to hear our customer experienced a problem. We spoke to them on 7/31 to address their issue. Please contact Keurig with any further questions.

      Customer Answer

      Date: 08/01/2023

      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 reached out via chat on 7/31 and after the agent telling me he was going to expedite my issue yet again to customer care, I asked him twice to have a manager call me. I never received a call, or any other communication other than a generic email after I filed this complaint that my order has shipped. So while my ****** is finally getting replacement, no-one should have to deal with this.

       

       

      [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: 08/01/2023

      We do apologize and left the customer a voicemail this morning 8/1. Thank you

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

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