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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:04/05/2023

      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 ****** from Best Buy at the beginning of February 2023. I had just moved so it took me a few weeks to open the ******. I could not brew the coffee without turning the unit on and off several times. The light would flash and then nothing would happen or sometimes it would make a noise as if it was going to brew and nothing would happen. I contacted Keurig at the end of March after having tried to brew several timed (I am rarely home so only tried to use it a handful of times). I would hate to have wasted my money and now I have to go purchase another unit after just moving.After a few emails they told me to call. I called and the person was giving me the run around. I provided all my info and then she insisted she walk me through the use of the unit and cleaning. The unit is practically new and I cleaned it prior. It never worked. Why give me a hard time?

      Business Response

      Date: 04/10/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 4/10 to assist.

      Customer Answer

      Date: 04/10/2023

      The business emailed me and offered me a replacement.  I would prefer a different machine even if I have to pay the difference after the trouble with the last one 
      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:03/31/2023

      Type:Billing 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 K-Cafe for $199 from the home shopping network. The coffee maker suddenly stopped working. I contacted Keurig for a repair and was given email instructions to receive a replacement. However, after I sent the email with the requested information I was sent another email stating they were not going to send the replacement as promised in the first email. When I called to get a resolution, I was told that someone from corporate would call me back but I never received the call back. Keurig also declined my request to speak with a manager multiple times.

      Business Response

      Date: 04/03/2023

      We are sorry our customer experienced a problem. We reached out to them on 4/3 to assist.

    • Initial Complaint

      Date:03/26/2023

      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.
      We have a one cup Keurig coffee maker and cannot remove the ****** from it. We only use bottled water and there is even stains and whatever in the pouring part. I have had at least 20 e-mails with them and they keep asking for something different. This is not the way anyone should do business. I would like the coffee maker replaced. If they were a reputable company this would not be necessary or a problem. T U

      Business Response

      Date: 03/27/2023

      Thank you, we will reach out to the consumer to provide resolution.

      Customer Answer

      Date: 03/27/2023

      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. 



      Thank you. I will wait to hear from you.

      Business Response

      Date: 03/28/2023

      We have worked with the consumer to find resolution.

    • Initial Complaint

      Date:03/25/2023

      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.
      My Keurig K-Supreme Plus is less than 6 months old. It said descale and I followed the instructions. The add water never displays. It overheated and fried itself. After looking online I found this is a known problem and has even had a class action in the past. I contacted Keurig and was told that it was a known problem but they could not help me. It was suggested I get a newer model. I tried to return it to ******* and it could not be returned. This is a known problem that Keurig is not addressing. Their customer service is horrible.

      Business Response

      Date: 03/27/2023

      We will reach out to the consumer and provide resolution. Thank you!

    • Initial Complaint

      Date:03/21/2023

      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 ordered a Smart coffee maker and thought it would be a good idea because it would help me with not running out of coffee pods. I have contacted customer service 6 times since the middle of March I am being told that they can not help me a special department can and they transfer me and my problem is still not resolved. I keep getting an order review that Keurig placed for 6 or 7 boxes of coffee. I never want that many and I have to go in there and adjust the total amount before they send it and if you do the math 15 times 7 or 8 boxes is alot of money and it is not getting fixed. It keeps reverting back to a large number of coffee pods. I was told someone was calling me from the escalations team and noone has. This is happening every 2 days. I would like someone to please address my issues with me over the phone together. I am not allowed to add the coffee I drink or prefer only certain ones that is another problem.

      Business Response

      Date: 03/22/2023

      Thank you, we will reach out to the customer to address and provide resolution.

      Customer Answer

      Date: 03/22/2023

      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 would like to wait until they reach out to me before accepting any response 

      [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: 03/23/2023

      We have connected with the consumer and are currently working towards resolution.

    • Initial Complaint

      Date:03/18/2023

      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.
      This is my third replacement of a KSLIm machine. Each time it last a few months then despite purchasing the official descaler and following all instructions these replacement refurbished Keurigs smoke,stop working and cause me to waste several pods to get an 8 ounce cup of coffee. I called the company. On hold transferred and to.d ** get a call back sometime within a week. Very poor customer service . Absolute waste of money product.

      Business Response

      Date: 03/20/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 3/20. Please contact Keurig with any further questions. 

    • Initial Complaint

      Date:03/16/2023

      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.
      Have a Ieurig Elite machine that is leaking underneath and has **** cord connection problems (at the back of the machine on the bottom)Waited on chat only to be told to call which I did today and was told that the machine is out of the one year warranty and offered a discount which they quoted the cost of replacement of the machine at $189.00. With the discount would be same price as on the website!

      Business Response

      Date: 03/20/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 3/20. Please contact us with any further questions.

    • Initial Complaint

      Date:03/15/2023

      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.
      My husband and I purchased a Keurig Duo Coffee Maker from ******* around 7 months ago and after two weeks it stopped working all together. When we called customer service they said they would send us a new Duo and send us something to send the old one back with coupons. They sent the new one with no return label or coupons. The second Duo worked fine until it made 4 cups of coffee when I asked for 8, once was okay but it continued to do this a few times a week. I once again called Keurig to hear the same thing; they sent me a new Duo and once again it will only make 4 cups when I ask for 8. This time I spoke with some in ******* office and once again they said they could only send me a new one. No refund or upgrade. I am so disappointed that Keurig doe NOT stand behind their product.

      Business Response

      Date: 03/17/2023

      We are sorry to hear our customer experienced a problem. We contacted them on 3/16 with a resolution. Please contact us with any further questions.

      Customer Answer

      Date: 03/17/2023

      [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,

      M And ************

    • Initial Complaint

      Date:03/14/2023

      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 purchased a Keurig for my grandfather for Christmas. He began using it in December 25, 2022. On March 14, 2023 it stopped working and no water would come out when attempting to brew a cup of coffee. I contacted Keurig customer service before 6pm CST on 3/14/23. During the hour I was on the phone I spoke to three different representatives. During all three calls there was an obvious language barrier and there was so much background noise I had a very difficult time understanding them. During my time on the line with Keurig I repeatedly requested to be transferred to either a U.S. call center and/or a supervisor. These requests were denied and the representatives said that U.S. call centers were not open. I informed them that Keurigs official website showed that U.S. call centers were open from 7am-12am EST. When I asked to speak to a supervisor I was told that there werent any supervisors to speak to. After speaking to a fourth call representative it was finally determined that I needed to be sent a replacement Keurig. I was provided an email to send proof of purchase and other pertinent documentation to. In the past I have received wonderful customer service from ********************** and I must say I am deeply disappointed in the customer service I received from ********************** tonight. I can honestly say that when we need to purchase another single cup ****** it will not be a Keurig.

      Business Response

      Date: 03/17/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 3/15 to assist them. Thank you

    • Initial Complaint

      Date:03/13/2023

      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 K-Supreme coffee maker from Keurig's website on 12/12/2022. It stopped working and I was sent a replacement under warranty on 2/27/2023. The replacement unit also stopped working and I was sent a second warranty replacement on 3/8/2023. The second replacement also does not work properly. I would like Keurig to issue me a refund for the purchase of the original coffee maker, along with 2 orders of K-Cups and a 3 month maintenance kit that I cannot use since Keurig is unable to send me a working coffee maker. I've attached screenshots of these 3 orders. The total is $219.66.

      Business Response

      Date: 03/14/2023

      We are sorry to hear our customer experienced a problem. We left the customer a voicemail on 3/14. Please contact Keurig with any further questions.

      Customer Answer

      Date: 03/14/2023

      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. 

      I have stated several times that I am not going to spend more time on the phone troubleshooting this issue with Keurig. I've already spoken to and chatted with their customer support several times and I have received 2 replacement coffee makers from them. Each coffee maker had a different issue. I am a customer, not a beta tester. I feel strongly that I have already given Keurig an appropriate opportunity to address this issue and they have been unable to do so. I paid for a product that has not been delivered and I want a refund.


      Regards,

      *******

       

       

      Business Response

      Date: 03/15/2023

      Thank you, we have spoken with the customer and advised we need a serial number to assist any further.

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

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