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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:06/17/2023

      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 June 16, 2023, my Keurig Smart ****** kept on providing Error codes on different coffee pods. Service ticket with Keurig is SR0005033596. I spent 30 minutes on the phone, essentially going through troubleshooting steps - of which I had done myself prior to the call but went through them again in hopes of a resolution for a warranty covered device. They then determined device was defective. They ask for pictures along with a note. I had purchased the device from them on and recieved on May 4, 2023. ORDER #********* I sent them three pictures along with required information including that this was a direct purchase from them. They claim they can't view the pictures, I verified, that they are readable and clear. I'm now getting unecessary run around by Keurig in an attempt to meet their obligiations on the 1 year warranty. My desired resolution, after sending required pictures, is for them to replace the device. Not a continued effort to drag this out.

      Business Response

      Date: 06/19/2023

      We are sorry to hear our customer experienced a problem. We reached out on 6/18 to resolve the issue. Please contact Keurig with any further questions.

      Customer Answer

      Date: 06/19/2023



      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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Keurig followed up and resolved the issue.  Thank you.


      Regards,

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

    • Initial Complaint

      Date:06/07/2023

      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 have been having issues with my system that we purchased in November. In order for the system to make coffee you have to stand and hold the handle down or it will not make coffee. I reached out to customer service and the stated that they would give me 25% off a new purchased. I am not paying for another system, I would like a replacement or a refund.

      Business Response

      Date: 06/07/2023

      We are sorry to hear our customer experienced a problem. We left them a voicemail on 6/7 to assist.

    • Initial Complaint

      Date:06/06/2023

      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 keurig K-**** coffee maker with filter and professional installation on October 31, 2022 and was installed on November 21, 2022 order #*********. We had an error of "runaway fill" display on May 26, 2023 and I contacted the company by phone that day, though couldn't get connected to a person. Since it was a holiday weekend I thought maybe they were closed and called again on May 30, 2023, still no answer, so I left a message and sent an email. It has been 1 week and the only response I received was an auto-reply email which told me to go to the ******* video for assistance. This is not acceptable. I need proper human assistance for the problem and I'd not repairable, need a replacement keurig under the warranty for our product.

      Business Response

      Date: 06/06/2023

      We are sorry to hear our customer experienced a problem. We reached out them on 6/6 with a resolution. Please contact Keurig with any further questions.

    • Initial Complaint

      Date:06/05/2023

      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 purchased a Keurig with auto delivery. When I updated the auto delivery coffee products, the online system did not save my new preferences. I reutrned the product on May 19th, 2023 as per customer support and I am still waiting for a refund. Everytime i call, customer support keeps saying that there is no agent available to take my request. I even have a service request number: SR0004856379 that is still open. I have emailed ************ ( a customer support personnel handling my case) several times and there is no response.I not only paid for coffee that I don't have, I now have a company that is not attending to this matter and seem to not care about their customer's.I was willing to pay for the correct order but now I am at a point where I don't want to do business with Keurig at all for their lack of concern towards their customers.**************

      Business Response

      Date: 06/09/2023

      We are sorry to hear our customer experienced a problem. We contacted them on 6/6 to assist. Please contact Keurig with any further questions.

    • Initial Complaint

      Date:05/31/2023

      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 was charged $120 saying I didn't fulfill buying so many boxes for a starter kit I purchased in 2019. I spoke with someone in ************* the day I was charged and they told me I didn't have to buy all 8 boxes I supposedly needed to buy at once and that if I made an order that day they would refund me the $120. I purchased 4 boxes and never received a refund and every time I would check in with them I would get a different answer. One person told me that the refund had been processed and then later I was told actually, I had to get all 8 boxes. After 6 weeks I finally received an email response from ************* that told me that I would need to purchase all 8 boxes. I replied back telling them I didn't feel comfortable spending more money with their company when they already promised me a refund and had told me it was on the way. Alas, I needed more coffee and decided to just order it through them and get my refund. Well it's now been a week of back and forth of not hearing from customer care and lower level employees telling me they would escalate it and I should hear from customer care but then getting nothing. I was told today that the refund was already processed and when I asked for email confirmation she got very uncomfortable and said she would need to ask if they could send me email confirmation. Very shady. When she got back on she said they would send email confirmation once the refund was processed. I told her she had just told me it was already processed. She then says "Oh well when it's processed good". Whatever that means. They are charging me $120 for something I ordered 2.5 years ago and can't even prove how many boxes I ordered previously and are now charging me another $120 to buy 8 boxes with the promise of a refund that they refuse to give me or even give written proof of the refund so I can dispute with my bank.

      Business Response

      Date: 06/01/2023

      We are sorry to hear our customer experienced a problem. We contacted them on 6/1 to assist. Please contact Keurig with any further questions.

    • Initial Complaint

      Date:05/28/2023

      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 had numerous issues over the past 5 years what your brewers. Once we descale it always breaks. I was promised the new ****** sent wouldn't have that issue. Less than a year later...SAME ISSUE.

      Business Response

      Date: 06/01/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 6/1 to assist. Please contact Keurig with any further questions.

      Customer Answer

      Date: 06/01/2023

      [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:05/27/2023

      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.
      Purchased a Keurig coffee maker 20 Feb 2023.The coffee maker will not turn on. I called the customer service and explained what the issue was. She asked for the serial number and confirmed its under warranty. She then said she would send me an email with instructions to take a picture of my sales receipt, the coffee maker, a hand written paper with my information and a picture of the serial number. She then said there was no need to return the coffee maker. I was told it would take 10 days to receive my new coffee maker. I then get an email saying they reviewed my receipt and have decided I need to return the coffee maker to them. I called and asked which is it?? Send ir dont send and whos going to pay for that shipping? She then tells me in 3-5 business days I will get an email with a shipping label. What? She also tells me that it will be a 10 day processing once the maker arrives AND then another 10 days for shipment to arrive. So now Im up to a month without a coffee maker!!! Does this seem reasonable to anyone?? So what I feel Keurig is hoping for is that I go buy yet another coffee maker and forget about going through the ridiculous and grueling process of getting my maker replaced. If Keurig doesnt believe methen why not ask for a picture with the cord cut?? I want my maker replaced and I want it done in a timely manner. Its 17 miles for me to drive to the nearest post office. Are they going to pay my gas too!

      Business Response

      Date: 05/30/2023

      Hello, a replacement Keurig ****** was ordered on 5/27. The malfunctioning ****** no longer needs to be returned to us. Thank you!

      Customer Answer

      Date: 05/30/2023

      [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:05/26/2023

      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 this coffee maker in January and it stopped working late April. I performed all of the tasks that one does when there is a problem with these machines and it still didn't work. I wrote to Keurig and after numerous emails I still don't have a refund or a replacement. I sis speak with someone who then transferred me to another department because I thought as long as they are replacing the unit, I could upgrade to a better one, of course I would pay the difference. I have no idea where I am one this issue.

      Business Response

      Date: 05/30/2023

      Hello, this has been resolved and a replacement Keurig ****** has been ordered. An upgraded K-Elite ****** is being sent at the customer's request. Thank you!

    • Initial Complaint

      Date:05/24/2023

      Type:Sales and Advertising 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 Keurig Ad on my ******** feed week of 5.14.23. 70 percent savings. Buy Keurig k-iced ****** for $29.99 when you build a starter kit. Starter kit consists of ordering 3 k-cup packages. Multiple choices. Did this on or about Thursday 5.18.23. My total charge cam eom$34 and some change. A little higher than I had calculated in my head (sales tax where I live is 6%). Should have been $31.17 roughly. Figured maybe an add in charge. Charge was not very detailed. Received *** delivery updated for this purchase via email (Keurig uses them for shipping). Delivery date changed from Sunday **** to Wednessday ****. Received delivery. Was only the 3 k-cup packages I had ordered as part of this promo. All were for iced coffee makers btw. Did not receive the coffee maker. Contacted Keurig today Wednessday 5.24.23 via phone. Spoke with *****. Call center. Explained my situation. He kept going back to an order I had placed back on ****.23. Finally got him to focus on this order. He kept stating he did not see the k-iced coffee maker in this order. Asked *** why would I order iced coffee k-cups then? He kept focusing on the ****. Order I had placed. That was fine a different hot coffee maker with 4 k-cup boxes. Different subscription. Also, Keurig web site can be difficult to navigate when ordering their promos. I have had past primo orders drop the coffee maker from the promo order. Had to continually start over. The iced coffee maker was included in this order before I had placed it. I checked. It appears I was charged for these three k-cup boxes, when I should have only been charged for the k-iced coffee maker I had ordered as part of this promo. Otherwise, I would have ordered nothing. I want that k-iced coffee maker I ordered at no charge. Not my fault their web site has functionality issues when one is adding components to place a Keurig promo order. I have a disability (TBI), and the functionality issues with their web page is very frustrating and taxing.

      Business Response

      Date: 05/25/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 5/25 to assist. Thank you

      Customer Answer

      Date: 05/25/2023

      [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:05/23/2023

      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.
      On 02/04/2023 I purchased an Keurig online directly from the company. They offered 1/2 price machine with Smart Delivey coffee service with a fulfillment of 16 boxes. 4 boxes were purchased with the machine. The machine communicated via wifi with Keurig that I was running low on coffee and generated an order. I received 8 emails stating that the coffee would ship and it never shipped. I called and the agent could not rectify the situation so they shipped me 4 boxes free and that the 4 boxes would count toward the 16 box fulfillmet; and said someone would call me about fixing the issue of the undelivered coffee. I continued to receive emails regaring a pending shipment from the Smart Delivery program and the boxes never ship. I tried to manually purcahse coffee from the website to fulfill the 16 boxes and the website would not accept any payment ****** MC, or Paypal). I called again and went through the same process to no avail. I was promised another 4 boxes for the inconvenience. I called multiple times to the # left on my voice mail and no could fix the issue. I was told that the ************************* was very busy and no one was available. I have read many reviews online that this is a common isssue with Keurig.

      Business Response

      Date: 05/28/2023

      We are sorry to hear our customer had a problem. We reached out to them on May 24th to assist. Thank you

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

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