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

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

• 

  Keurig Green Mountain, Inc.

  687 Marshall Ave Williston, VT 05495-7540

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:05/26/2025

  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.

  This is a complaint about Keurig coffee makers. I purchased a Keurig K Supreme in April 2025, in May of 2025 I started to get coffee grinds in my coffee, then one morning the pod just exploded in the ******! It was a mess! I went through all the different ways to clean the ******, (as per the videos on the Keurig website), not to mention that I have been a Keurig fan for about 15 years! Have purchased several Brewers for myself,as well as gifts for my daughter. After cleaning the ****** I continue to use it& continue to have the same problem. I called customer service they were helpful & sent me a link with directions as to sending in *************** of purchase. I followed directions & got a email back saying I purchased a used ************ was out of warranty! Call back customer ************** tell me to do it over again this time it went through & they agree to send me new ****** in 7 to 10 day! Ok thank goodness I have a backup ****** from 10 years ago & it works just does not heat as well but I use that in the meantime. Received new ****** I set it up first cup perfect! Next day samething pod exploded in the ******! I have not called back or made a complaint as of yet & think I may just change brewers! There are so many other brands out there. I hate to say this cause I truly loved my Keurigs but they are not making them like they used to & its time for this Keurig lover to let go & try something new! Truly disappointed !

  Business Response

  Date: 05/29/2025

  We regret that our customer encountered an issue and appreciate the opportunity to assist. On May 28, we discussed the situation and suggested that water type might be a contributing factor. The customer plans to implement the recommended changes, and if the problem persists, we will be more than happy to provide further support. Thank you.

  Customer Answer

  Date: 05/30/2025

  [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 & did speak with a representative from the company.  They did make several suggestions that I was unaware of.  I am implementing their suggestions & Praying for the best, so far so good. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/23/2025

  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,The frother on our Keurig K-Cafe, serial number *************** stopped working. It spins, and heats the milk, but doesn't froth it (it only spins for a few seconds). We tried buying a replacement spinner but that did not fix the issue. Although the machine is slightly under 2 years old, we've only been using the frother for a few months now. The machine was a gift, so at the moment I don't have the original receipt of purchase (although I am actively speaking with the gifter to see if he has a receipt, which is unlikely). Today 5/23/2025 at 2:13PM EST I called Keurig at ************. The phone call was horrible. I could barely hear the agent, and had to keep repeating myself. My wife and I were asked what type of milk we're using. I advised 1%, almond, or oat milk. Nothing is frothing. We were then asked if we use expired milk (what kind of question is that???). When placed on hold, my wife and I were hysterical laughing - why is that even a question the agents ask? We were then asked how much milk we use (up to the cappuccino line). Then asked if it spins/heats the milk (yes it does). I advised it does not spin for very long though. We were then told to buy new milk. I advised the agent that the ******* stopped working last week after several months of working just fine, and that I was looking for either a way to fix the machine or a replacement machine. We were then told our machine (which is not that old) is out of warranty and that we would have to buy a new machine, but that we could be given a 35% discount, which I replied is unacceptable. Overall, the call was an absolute disaster, and if you want a solid laugh, pull the call.

  Business Response

  Date: 05/28/2025

   We are sorry our customer experienced a problem. We left them a voicemail on 5/28 letting them know we would be happy to assist them when they are able to call us back. Thank you

• Initial Complaint

  Date:05/21/2025

  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.

  Purchased three boxes of Green Mountain dark roast Colombian coffee. I only drink dark roast and am very parsnickety. Coffee taste disgusting bitter something wrong. Called customer service got nowhere. Was abused by the Philippines for an hour and a half with bad English in complaint sentences, customer service agents that sounded drunk customer service agents that could not complete a sentence that were dumbfounded as to what to do to me couldn't speak proper English and this charade went on for an hour and a half it is now 10:30 p.m. and I am a nurse and I am going to think twice and maybe Throw My K-cup machine and my K-Cups away and boycott this terrible terrible company. Why in the world would they hire customer service agents so ignorant? I want my two boxes of 22 count replaced. They promised me replacement and then they changed their mind and they told me to file a complaint this way. Very belligerent and abusive. Please help me get my two boxes replaced. Thank you

  Business Response

  Date: 05/22/2025

  We apologize for any confusion. Upon reviewing the customer's account, we found that a store manager contacted us on their behalf regarding an issue with the coffee. When addressing such concerns, we need to gather specific information, which the store manager was unable to provide. When we communicated this requirement, they became upset, used inappropriate language, and abruptly ended the call. We left the customer a voicemail on 5/22 letting them know without the product we would not be replacing anything for them. Thank you

  Customer Answer

  Date: 05/25/2025

  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.

  I am a minister at the ****************. This is an inappropriate response. This business is speaking about someone else quite obviously. I did not buy the K-Cups in a store I did not speak to anyone inappropriately and no one left me a message. This is all very very concerning. Please tell the business to straighten out there customer service customers because the customer there speaking about is not myself I would like my coffee replaced please. We use this on Wednesday evening at a church function and we used church funds to buy the K-Cups. We would like them replaced and replenished. Thank you very much
  FAQ
  
  Regards,

  Kie

   

   

  Business Response

  Date: 05/27/2025

  We spoke to the customer earlier and advised we would not be sending a replacement. They would need to go back to the place of purchase. Thank you

  Customer Answer

  Date: 06/06/2025

  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.

   

  I deserve a refund I have a business and I buy massive amounts of k-cups. There is no reason why this company should not replace my k-cups. Furthermore over and over again I will state I cannot take them back to the place of purchase they will not take them back. What about that doesn't anybody understand that's why I went to this company who was atrocious to deal with. I want my K-Cups replaced. This would be the appropriate ethical thing to do but I'm starting to see that Keurig is not an ethical company
  
  FAQ
  
  Regards,

  Kie

   

   

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  My initial order was marked delivered by the carrier and i did not recieve as it was delivered to the incorrect place. I called customer service TWICE letting them know i did not receive it when it was marked delivered they told me to wait an extra day. I waited and contacted back and informed the *** that very same day friday that i would be going out of town. She stated she notated that on my account that i was going out of town. They tried to reship an order knowing i was going to be out of town. SECOND, i asked if i could just be refunded as i am away on a business trip for a while they stated no. THIRD, if an item ends up getting shipped to me i am only going to return it BACK TO KEURIG BECAUSE I DONT WANT NOTHING FROM THIS COMPANY AS THEY CUSTOMER SERVICE IS AWFUL. So denying me a refund and pressing me to have it reshipped when i am just going to find someone to RESHIP it back to the company cause is pointless and i could just issued a refund and not waste time like that. So if you INSIST ON SHIPPING ME A REPLACMENT ORDER THAT I DO NOT WANT ANYMORE DUE TO AWFUL A** CUSTOMER SERVICE I WILL BE SENDING IT BACK FOR A REFUND. I will not be placing ANY more orders on yall site ever and i am not fulfilling any future orders for some i never got in the first place .

  Business Response

  Date: 05/21/2025

  We are sorry our customer encountered an issue. This morning, we processed a refund. The customer can expect to receive it within approximately 3-5 business days, depending on their bank's processing times. Thank you for your patience.

• Initial Complaint

  Date:05/18/2025

  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.

  During the first year of warranty and purchase of the keurig coffe maker Keurig K-Classic Coffee Maker I reported issues with it, after troubleshooting, and excessive time to fish the issue keurig failed to resolve the issue, after the warranty I continue having the same issues and continue reporting it to the company. However, the issues were not resolved either until I was told that they warranty expirein a can no longer make a claim when in fact the issue was reported during the time of the warranty ************ requesting for keurig company to comply with the obligations of their warranty in every product and either replace this product or provide store credit so I can purchase a newproduct from the webpage. This has been unacceptable and completely unfair for me buying a product for $160 in the company note commit to that warranty advertised. I know a long time has passed however, this does not take the fact that ****** company did not act properly under the warranty terms, and they still havetheir responsibility to fix the issue. Im requesting to please for the company to fix this issue as I will proceed with contacting government agencies, including ************************, the Department of justice and consumer financial protectionbureau if this issue is not resolved in a timely manner if the company does not give me any choice to fix this issue, thank you

  Business Response

  Date: 05/20/2025

  We are sorry to hear that the customer encountered an issue. In 2021, they reached out to inform us that their 10-year-old ****** was experiencing problems and we have not received any further communication from them until now. On May 18, they sent an email however it was blank. Unfortunately, the ****** comes with a one-year warranty, and we are unable to extend coverage beyond that period. Thank you for your understanding.

  Customer Answer

  Date: 05/20/2025

  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 will go ahead and forward your response to a customer to your board of directors, including the CEO and other of the members just to show how the executive office of whoever respond to this complaint treats customers I have been bringing up this issue for a few years yes however I ***orted the first year that I had the issue with and your company failed to do the right thing which she wants to ***lace that machine and now that Im reaching out to you yes after years later because you didnt do it your job in the first time when I reach out to you the first time this is unacceptable and your board of directors will see how employees are treating customers, and whoever these *** is that didnt even put their name in the response would be held accountable for those issues and yes, more complaints will be submitted additional complaints. Your response and my response will be attached to that communication sent to the board of directors. 

  [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: 05/27/2025

  We appreciate your feedback! Our brewers come with a one-year warranty, but we'd be happy to offer the customer a discount as a goodwill gesture. Thank you!
  

  Customer Answer

  Date: 05/28/2025

  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. 

  the issue was reported within one year of warranty and your company failed to correct the issue. if the employee who handle this request doesnt fix the issue I am contacting members of the board of director and executive team in this list : 
  **********************************************
  I expect resolution and not having to submit an additional complaint and forward that complaint to executive office 

  I will wait til tomorrow noon 
  [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:05/15/2025

  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.

  On 02/03/2025, when participating in the daily Core Hydration--New Year New You Instant Win Giveaway, I received the prize winning notification: "Congratulations! You have won a Reward Code valid for one $50 eGift Card at select merchants!" As Core Hydration is owned by Keurig Dr Pepper, when I never received the prize email, I contacted them [Request ID # ************] but was referred to the promo administrator, Fandango Rewards. After reaching out to them and going back and forth via email for over 30 days [Customer Support Case # ********], they responded by saying, without any explanation, "Please be advised your submission was rejected and not eligible for the prize after review." This is not valid, as I meet all stated Eligibility Requirements of the promotion, but Fandago Rewards will not respond to my subsequent communications and I've been unable to get any help through Keurig Dr Pepper consumer relations.

  Business Response

  Date: 05/21/2025

  We apologize for any inconvenience. The customer has successfully provided verification and is confirmed as eligible for the prize. To promptly resolve this matter, we will be delivering the $50 eGift Card code via email today. Thank you

  Customer Answer

  Date: 05/27/2025

  [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 #********. After being asked to provide a copy of a recent utility bill as verification of residency for Name at Address, I am finally in receipt of the Reward Code that I was able to successfully redeem for the $50 merchant-specific eGift Card. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  Regards,

  **** *******

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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.

  Feb 19 2025, I purchased a Keurig Brew+Chill coffee machine, which stopped dispensing water for either hot or cold coffee. Ive talked to customer service and watch videos and tried suggested solutions to no avail. Ive sent three emails requesting a tech to call me to discuss solutions, all I get is computerized email response. At this point I just want a new machine exchange. Thank you.

  Business Response

  Date: 05/21/2025

  We apologize for the inconvenience. We have left the customer voicemails on 5/19 & 5/20. We would be happy to assist them when they are available at 866-901-BREW (2739). Thank you

  Customer Answer

  Date: 05/21/2025

  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. 

  Keurig still hasnt called me back. The last time they called I was still in bed so we decided for them to call me back at 10 cst. They never did. Im very frustrated. 

  Business Response

  Date: 05/29/2025

  We have attempted to call this customer multiple times. Our most recent try was 5/27 at 12pm CST. We are available 7am-10pm EST seven days a week and invite the customer to call us back at their convenience. Thank you

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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 a coffee maker and a start up kit, which requires me to buy 16 boxes of K-cups in a year.They entered the wrong spelling on the email address, so I never received my proof of purchase and warranty information. I would like this in case I have any problems and I would like to change the coffee choices. I have made 4 phone calls to the company and they "can not" send me my proof of purchase or warranty info and I can not change my choice of coffees

  Business Response

  Date: 05/15/2025

  We sincerely apologize for the inconvenience. As requested, we have updated the customer's email. Please don't hesitate to reach out if you have any further questions.

  Customer Answer

  Date: 05/15/2025

  [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:05/12/2025

  Type:Service or Repair 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.

  My Keurig K-Duo Essentials ********** quit working after only eight months. I called customer support. Even though I registered it for the warranty as soon as I brought it home, they will not honor it until I provide a receipt. After eight months of use, there isn't a receipt and though I purchased it at ******* I paid with a credit card that does not supply individual receipts. I feel this is a shoddy business practice. They just don't want to honor their warranty.

  Business Response

  Date: 05/13/2025

  We regret that our customer encountered an issue. On May 13, we reached out to inform them that we successfully processed a warranty replacement. We apologize for any confusion this may have caused and appreciate their patience. Thank you.

  Customer Answer

  Date: 05/14/2025

  [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:05/04/2025

  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.

  On 2-6-25 I won a prize, in the Core Hydration ********* demanded a phone # to be entered, quickly within 10 minutes. I immediately entered my parents phone #, (which I was seated 3 feet from at the time), but conveniently for Core Hydration, the phone never rang, therefore, and I never received the code, to claim my prize.I promptly looked up Core Hydration online, and found out that they were owned by Keurig Dr Pepper.On 2/6/25, I contacted them via their website, and explained the above.On 2/6/25 I received an automated response from Keurig Dr Pepper, via *************************** stating that they would get back to me in 3 days.Four days later, on 2/10/25 I received the bizarre response, stating from ***** at Keurig Dr Pepper, stating that a phone is required to claim a prize; and asking me Do you have a relative or friend that has a phone number that you can use?.Absent time travel, I could not go back, and enter a phone #, under the extremely short time frame dictated by Keurig Dr Pepper and they are fully aware that that time from had long since lapsed.On 2/10/25 I replied to Robing at Keurig Dr Pepper, stating that I did provide my parent's phone #, immediately, but that their phone never rang.On 2/11/25 ***** at Keurig Dr Pepper told me to contact ******************************************************** On 2/11/25 I forwarded the above email chain, in its entirely, to that email address. To this day, they have never responded.On 2/19/25 I replied to ***** at *************************** that the other email address that she had given me, refused to respond to me, and that it had been 8 days, since I contacted them. I never heard from Keurig Dr Pepper, again.On 2/19/25 I emailed Core Hydration, by replying to a previous sweepstakes confirmation email from them, via HelloWorld.That email came back undeliverable.Ive contacted them repeatedly, in good faith; not only have I not received my prize yet, but in bad faith, they have refused to respond.

  Business Response

  Date: 05/07/2025

  We sincerely regret that our customer encountered an issue. Our brand team has thoroughly investigated the matter and will be reaching out to the consumer within the next few days to work toward a resolution. Thank you for your patience

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  The business has reached out to me, just as they stated that they would.

  They have offered me a gift card.

  I accept this result; and thank the BBB for their help with this matter.

  You may close complaint # ********.

  Regards,
  ***** *******