We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2023

      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.
      Received A Keurig Coffee Maker as a gift in late 2022. It stopped working in April 2023 as it spit pout out hot water and shut off. Contacted them via phone and they requested pictures by email. Picture submitted 3 times and each time they said pictures were not acceptable. Pictures were very clear. No communication since then. we want product replaced

      Business Response

      Date: 05/19/2023

      We are sorry to hear out customer experienced a problem. We reached out to them on 5/19 to assist. Thank you

    • Initial Complaint

      Date:05/13/2023

      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 two Keurig Commercial brewers, one for myself and one for my father. These brewers are the ****** commercial brewers specifically purchased as we drink coffee regularly and want a consistent cup of coffee in which we dont have to worry about continually replacing. We had upgraded from the K150 product which we had for years. I purchased these at in November and purchased them with the coffee agreement (32 boxes of Kcups each). While the price was reduced these were still expensive machines. The one ****** has been great (The one I kept for myself), unfortunately the one that my father had continually errored everytime a strong brew was attempted. After multiple calls and multiple emails to both Keurig Commercial tech support and **************** the technician decided to send out a new system. We received the new system and it no longer errored. However the system was missing options, specifically one that we used prior that is still on the unit that I kept for myself. It was missing the 'Intelligent Auto On'. Examining the options and differences between the units I found that the new one had Software version "1.2.0" while mine I own has "1.3.0.165".I had to make several calls and left several Voicemails on the regional technicians voicemail, on my last attempt to call I was able to speak with *********************, the original tech that replaced it. After arguing for a while that the option does exist and is on my existing unit he asked me to send the documentation by email with pictures and he would look it over when he is back in the office. I have not heard back it has nearly been a month. I have been attempting to get a resolution on this for months and cannot get anywhere as it seems like Keurig just wants this to fade away. I am tired of making endless calls and sending emails to ultimately not be responded to, these were expensive systems and Keurig is not upholding its warranty. I want the options I was promised and originally purchased

      Business Response

      Date: 05/15/2023

      We are sorry to hear this customer experienced a problem. We have reached out on 5/15 to assist. Thank you

      Customer Answer

      Date: 05/23/2023

      [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:05/10/2023

      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 placed an order for a Smart ****** and I have had issues with the way the order set up the starter kit. I could not get help from anyone and eventually had to file a complaint on here to resolve the issue. Someone from Corporate escalations did call me and I thought we resolved everything. However it is still showing inaccurate information I called customer service and of course it is a joke because they don't know what they are saying let alone on how to help a customer. I now cannot log in to my account or reset the password after chatting with customer service and then calling I still can not get in. I was told they have to have the corporate office call me to reset my password??? How is that even possible?? I have been on hold so far for ************************************************************************************************************ And this is a corporation who hires incompetent people to handle a simple task like this????? I need access to my account I have an order shipping on Friday and need to update the order before it ships. I am having issues with the smart ****** saying it needs to be descaled and I cannot even order the descaler???

      Business Response

      Date: 05/15/2023

      We are sorry to hear this customer experienced a problem. We contacted them on May 10th to assist.

      Customer Answer

      Date: 05/15/2023

      [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 had my matter taken care of by **** who is very professional and assisted me in a timely manner. I just really wish that they would train their reps to be professional and to stop telling customers they have no supervisors available. But thank you for helping me get a resolution.
      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:05/07/2023

      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 purchased a single cup Keurig Coffee Maker in Februarys 2023. I have been having issues every since. It does not brew correctly and HOT water goes all over the counter and other electrical appliances. I have burned myself with the hot water as well. When I called to get this replaced they would not help and was trying to sell me another machine. They stated that they do not make this model anymore and I asked for them to give me an equivalent one instead, but they said no and tried offering stuff that I should pay for. I am not working right now, but regardless they should replace the machine. I should not have to pay for another one since it is clearly defective, Can someone help with getting me new coffee maker that is safe and that i don't nor should I have to pay for. The model number is B31 and S/N number is 31.2000.1503840

      Business Response

      Date: 05/08/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 5/8 to assist. Thank you.

    • Initial Complaint

      Date:04/26/2023

      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 4/20..i followed up on an open ticket sr0004697277 because the warranty replacement part sent did not fix issue. They said they would replace entire unit but I had to send photos in response to an email they would send. I have sent the emails no response and called several times they keep stating they are not getting the emails although i am not getting any bounce backs. I

      Business Response

      Date: 05/01/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 5/1 to assist.

      Customer Answer

      Date: 05/01/2023

      The Business provided swift response and resolved matter timely!! 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:04/21/2023

      Type:Billing 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.
      Since January I have been trying to get this company to stop my subscription to their coffee. I moved from ******* to ********, gave them my new address and updated myself on my account, yet twice they sent coffee to the ******* address. I told them to cancel my subscription because I can't trust them and this has been an issue in the past with them. They tell me it's cancelled yet every month since January I receive a notice that a shipment is coming. I call them, tell them to cancel it and DO NOT CHARGE my account. Within 2 days my account is charged! I spend more time on the phone asking why, how are you going to stop this, I want my money back, remove my card. They repeatedly tell me it's done yet each month I receive another notice of order. I received notice for this month, immediately called, I asked to speak to a supervisor, they will not connect me, I've asked to be transferred to a manager in America, they refuse, hang up on me and this time even blocked my phone number. Today my account was charged AGAIN! I called, they are rude, they are unwilling to allow me to talk to a supervisor. They told me they would have someone call me. This is owned by Dr. ******************** and the corporate office is in America. The overseas people refused to give me a number in America! My bank has reversed charges on them at least 3 times this year. I spend hours dealing with this every month. My time is valuable too. The unprofessional behavior of those operators is unbelievable. I have avoided cancelling my card because EVERYTHING I do is online and by automatic debits. I have now cancelled the card and am going to have spend more of my time getting all my accounts set up on the new card. Where is the protection for the consumer from this type of abuse? My bank stated because its a subscription and charged by debit the company gets away with it. This is something that needs to be explained ANYTIME a subscription is issued by any company.

      Business Response

      Date: 04/21/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/21.

      Customer Answer

      Date: 04/21/2023

      [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 received a call from Keurig. They have closed my account and since I already filed a complaint with my bank, of which reversed the charge, the bank will be reaching out to them to accept the reversal as restitution in the amount of $36.89.

      I hope this complaint is used as a training tool to assure this does not happen again. I will no longer do business with Keurig as this has happened on multiple occasions over many years.

      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:04/20/2023

      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.
      We received the Keurig coffee machine last Christmass it never worked we have filed warranty request and given all information requested and we never hear back (12 emails). They do respond each time and request the same information. We have called six times and get no where!

      Business Response

      Date: 04/21/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/21 to assist.

      Customer Answer

      Date: 04/25/2023

      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:04/17/2023

      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 purchased green mountain muring cups for years . The last two boxes I purchased at *********************************. These have literally have 6 k cups in a box that should be 12 . Charging $9.99 is disgusting as the inflation with all groceries . But to be ripped out of 24 total k cups needs to be fixed and compensated.

      Business Response

      Date: 05/04/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/18 to assist. Please contact Keurig with any further questions.

    • Initial Complaint

      Date:04/12/2023

      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 from Amazon on 1/16/2023. Called Keurig to see if a phone fix was possible. They said they would replace it for free if I supply some information. Delivery conformation from Amazon, picture of serial number, complete unit, hand written note of name, address, etc etc. I have now sent 10 e-mails and every one, is BLURRY, TOO SMALL to read, DIDNT include date of call. Each time it is a different reason. Researching for reviews on line, there are several people with the same unit and having the same problem. The coffee maker had a 1 year warranty, but I now fell they have no intention of replacing it. On line reviews are 1.3 out of 5. I have always had great service from Keurig before, but they are terrible now. Similar people are having problems with the Descale light coming on and after cleaning it with the Keurig descale solution, then the problem starts.

      Business Response

      Date: 04/14/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/14 to assist.

      Customer Answer

      Date: 04/17/2023

      [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:04/11/2023

      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 called in because my Keurig machine was not working. I went through all of the troubleshooting with the technician over the phone. He advised that from his experience that I have a defective machine and that it should be replaced. I stood on the phone for over an hour and was finally told that they cannot replace the machine- even tho they sold a defective machine. I asked to speak to a supervisor - and while waiting I was disconnected. I called back and waiting another hour to speak to a rep who would not allow me to speak to a supervisor and would only offer a 20% discount on another machine. When I looked online Keurig was already running a 20% promotion. So they were not offering anything. He said he would put me through to customer service to buy another machine and not a supervisor. When I got to customer service they finally got me through to a supervisor who would only give me a 50% discount on a lesser model machine. I paid well over $300 for my machine and they were offering 50% off of a $120 machine. So Im every situation I lose because Keurig sold me a defective coffee maker. I said I was not happy with that and she said I would be receiving a call I. The next few days from her boss with a resolution. Its going on two weeks and I have yet to receive a call back.Its really sad that a business of this caliber would treat a long time customer this way and not replace the defective machine they made. To not receive a call back not only notes a lack of respect for their customers but it shows they they have no intention of replacing the defective machine they sold. This is extremely terrible and Im at a loss for money with this machine and I would like to have it replaced.

      Business Response

      Date: 04/14/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/12 with a resolution.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.