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:07/29/2023

  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.

  Purchased the coffee maker duo 3 months ago, it stopped working, they said send proof of purchase, and take a photo with the date and service number on it. I did this, they said it wasn't valid, and continue to refuse to honor the warranty service for replacement.

  Business Response

  Date: 07/31/2023

  We are sorry our customer experienced a problem. We contacted them on 7/31 with a resolution. Please contact Keurig with any further questions.

• Initial Complaint

  Date:07/14/2023

  Type:Delivery 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 placed an order 6/24/23 and the order never arrived at my house. A replacement order was generated via chat and the person who placed the order chose the wrong address, so that order went somewhere I do not live. As of today, I have contacted Keurig over 20 times via chat and email to ask for my replacement order to be sent to the proper address. they tell me that it was sent and I received it , but this is not so. I have spent tons of hours and time just wanting to get what I paid for.

  Business Response

  Date: 07/18/2023

  We are sorry to hear our customer experienced a problem. We have left several voicemails for the customer as well as sent emails. Please contact Keurig with any further questions.

  Customer Answer

  Date: 07/18/2023

  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 responded to every call I have received. ******* has called me twice and i have left him 2 messages. I have got on the chat more than a dozen times.

  I am not willing to call again. I want my order processed or a refund.

  [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: 07/20/2023

  We are sorry to hear our customer experienced a problem. We assisted them on the 18th. Please contact Keurig with any further questions.

• Initial Complaint

  Date:07/08/2023

  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.

  Using fundraising, I purchased a Keurig at a local ****** in December of 2023. In June, it quit working. I called and told it was still under warranty and would be replaced. I had to send pictures of the serial number, a picture of the unit itself and with a number written for reference they supplied. I did all of this and sent extra. I was told they received it (the customer service rep online). She stated I would receive a replacement in **** days. IT is July 2023. They are stating that the picture of the serial number was TOO close and even though they can read it, I have to send the coffee maker to them now. I told them it was not required of me, and it did not state it in the email. (When I first called about the issue, the fact that I was on the phone and did everything asked (Sending the pictures and extra) and the rep ****** stated it was all accepted, and I was told I did NOT have to send it back is now a huge issue.)The person I spoke with was extremely rude and he is refusing to send me a replacement now. I asked to speak to the director of customer service, and he stated that he would forward the message. I am not sure what is happening with Keurig, but I know that I am being scammed. I would RATHER have a replacement, but if they refused, I would like the money refunded so I can purchase a different coffee maker for my students.

  Business Response

  Date: 07/13/2023

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

• Initial Complaint

  Date:07/06/2023

  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.

  Hello, I purchased this coffee maker on Dec 4,2022 this coffee maker had a 1 year warranty and I also purchased a extended warranty. The manufacturer warranty is still active. This coffee maker model has broke 3 time and keurig replaced 3 of them . This last time it broke they are refusing to replace the coffee maker . I called several times and one person apologized to me for having so many problems with the coffee maker that she said she was sending me 2 free boxes of coffee and there would be no reason to send my coffee maker back as I had went through enough with this coffee maker . My husband threw away the coffee maker. When I didnt hear from them for a few days I called again and was told I had to send back the coffee maker and when I told them it was thrown away as I was told , they said they couldnt honor my warranty without the coffee maker. I told them that I had never had to send back a coffee maker to them and was told they make exceptions but would not make them for me. I sent all the photos and information they needed . They said their corporate office would call me and they never did so I called back they said they tried calling me . I never got a call from them nor did they ever call my phone. So I now have 2 free boxes of coffee and no coffee maker

  Business Response

  Date: 07/13/2023

  We are sorry to hear our customer experienced a problem. We have reached out to them on 7/7 with a resolution.

• Initial Complaint

  Date:07/06/2023

  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.

  Warranties are an important part of a purchase. My Keurig Duo (PURCHASED ON KEURIG.COM 7/03/23) arrived with a card stating it has a "Limited One Year Warranty". When I registered the ******, directly below the registered ****** it showed: "*Exclusions apply: Limited Warranty Keurig brewers not eligible for 1-year warranty"So my question is why did that appear below my registration? It sounds as if the ****** does not have a warranty because the accompanying card read "Limited" and the statement says Limited Warranties are not eligible. So is Keurig misrepresenting their warranty to consumers? If a consumer has a product with a warranty, why should any statement that leads one to believe there is no warranty included with the final registration? Either the ****** has a warranty or it does not. There should be no confusion.I tried contacting Keurig via chat...the automated chat said call Keurig. I called and spoke to two representatives and they both kept saying I misunderstood and I have a warranty. It matters not what a representative is telling me when it clearly states below the registration that I do not have a warranty. What is in writing is what the law goes by.I requested a call from corporate with someone that could explain all of this. A representative named ******* left a voice mail and a phone number. I saved the voice mail as it made no sense at all when he left a phone number: ******** Ex ******* Of course I couldn't return the call as it was not a valid phone number!I am attaching an image of the warranty card that arrived with the ****** and a screenshot of what shows after I registered my ******.My desired outcome is that Keurig clearly show that I have a 1 year limited warranty and remove any claim that there is no warranty. I need my registration to CLEARLY reflect the warranty protection without a vague statement of not being eligible for warranty. If it does not apply to me, it should not show on my registration.

  Business Response

  Date: 07/07/2023

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 7/7 to assist. Thank you.

• Initial Complaint

  Date:07/05/2023

  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.

  We purchased a commercial grade Keurig machine for our ***** dealership for our customers in service. This machine has leaked hot water on our customers from inside the machine over 50 times in a year. We have contacted Keurig and they sent out a technician who said he couldnt find anything wrong with the machine. Since he left the machine is continuing to leak all over the countertop and onto customers. I have reached out to Keurig twice since the technician left and now they will not respond to me. I need this machine fixed or replaced.

  Business Response

  Date: 07/13/2023

  We are sorry to hear our customer experienced a problem. We have contacted them with a resolution. Please contact Keurig with any further questions.

• Initial Complaint

  Date:07/03/2023

  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.

  I had an auto delivery order placed and it automatically reships coffee to my home every month. However, when I tried to cancel it, for some reason it wasnt working on the website. So I waited for Monday, at 7am EST when the company opened to go ahead and call them. Because that same morning around 2am EST, the order was automatically placed by itself since I wasnt able to cancel it. Upon calling Keurig, they told me it cant be cancelled which is wrong because it was literally placed a few hours prior and still hasnt shipped. So why cant it be cancelled? I do not like the coffee flavors in ************** order so I had already placed an order the day before for different flavors. I have been trying to cancel to get my money back as I dont want the coffee and nobody can help me. The order number is: *********. Can someone cancel it immediately and refund me? Thank you.

  Business Response

  Date: 07/03/2023

  We are sorry to hear our customer experienced a problem. We spoke with them today to assist them. Please contact Keurig with any further questions. 

  Customer Answer

  Date: 07/03/2023

  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. 

  They did not reply to my concern. 
  

   
  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: 07/10/2023

  We apologize we have left the customer another voicemail on 7/10. Thank you

• Initial Complaint

  Date:07/01/2023

  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.

  We purchased a brand new Keurig coffee pot/k-cup maker in February 2023, it stopped working in May 2023. I contacted Keurig, they said it was under warranty and if I sent in the required information they would send out a free replacement. I asked them if I needed to ship the broken one back, they said that wasnt necessary, they just needed a photo of it. I gathered the required ******************** and emailed them and threw the coffee maker away. I didnt hear anything for several weeks. I called them and was told that they could not send out a replacement because they had not received the broken coffee maker. I told them that in a previous conversation I was told they didnt need it back and could throw it away. I was then transferred several times and ended up in some type of management department. That person told me that they did see that I emailed all that was required and they would send out the new coffee maker. I waited a few more weeks and nothing. I called again in which I was advised that someone would return my call. It has been a week now and I have not received a return call. I did receive an email stating that I am not eligible for the replacement. They did not give a reason. This coffee maker has a 1 year warranty and only lasted 3 months and cost $150.00. This is the 2nd coffee maker that has broken and we did it do anything about the first one, we just purchased a new one. I would appreciate Keurig standing behind their product and honoring their word.

  Business Response

  Date: 07/03/2023

  We are sorry to hear our customer experienced a problem. We left a voicemail on 7/3 advising of her options. Please contact Keurig with any further questions.

• Initial Complaint

  Date:06/23/2023

  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 purchased the Keurig single server K-Iced coffee maker around April 10, 2023. I decided to take advantage of an enclosed 50% off coffee pod offer. I tried to register my product, but the site was giving me problems. I called customer support and luckily I received a *** representative who stated she could finish the registration. Fine, I proceeded to put in my offer 50% discount from my coffee pod purchase. I was not able to put in a 96 pod order which is ****s and 1- 24 box, but I needed to place the order for 5-separate 24 boxes which I complied with. I was ready to place the order when I received a red message on top of my order that my address was wrong, so I went back in and checked my address which was inputted correctly the first time, nevertheless, I erased it and put it in again. I had to do this at least three times and each time the message came up wrong address. This is where my phone nightmare started. Three different oversea operators, *****, ****, ******, said they understood, but could not help with the order form. I asked for the phone number of a *** representative, but they said no. I asked for corporate phone number and address or a manager and each time that was a no. Each attempt to transfer my call to *** was that number is busy or no answer. I was promised a call from *** this morning 6/23/2023, but that did not happen. I called what I thought was the corporate *** number, but overseas again. ****** finally got me through to a *** representative, *******, who agreed to refund my original April 10, 2023 purchase and an email will be sent to me with all the information I needed for a return and a refund. I lost every bit of confidence in this Keurig Company to live up to anything they say or do. With all the time lost and aggravation I just do not want a reminder I purchased from them. I asked for a RMA (return goods authorization) and that is when *********************** up on me. I was polite, no yelling or profanity. I recorded this call.

  Business Response

  Date: 06/26/2023

  We are sorry to hear our customer experienced a problem. We have reached out to them on 6/26 to assist. Thank you

  Customer Answer

  Date: 07/07/2023

  [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 will be receiving my $50.00 refund for the return of the Keurig coffee maker. I have proof of the return attached to this complaint with the Better Business Bureau. I understand that by choosing to accept the business response that my complaint will be closed as resolved as long as I receive my promised refund. I wish to thank the excellent work of the Better Business Bureau.
  
  Regards,
  
  **************

• Initial Complaint

  Date:06/23/2023

  Type:Sales and Advertising 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 bought a Keurig that was damaged and had paint missing when I removed it from the box. I immediately emailed Keurig about the issue and did not get a response. I called customer service 4 times now asking for a return label or a replacement to be sent with no help. Everyone I talk to tells me something different. The WORST customer service and they make it impossible to return an item that has never been used.

  Business Response

  Date: 06/27/2023

  We are sorry to hear out customer experienced a problem. We spoke with the customer on 6/23 to assist. Please contact Keurig with any further questions.