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

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

• 

  Keurig, Inc.

  PO Box 1757 Brunswick, GA 31521

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

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:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I specifically bought the smart ****** with wi fi connectivity the ****** counts and reorders pods automatically through the app however u will not be able to access the app to turn off this feature.i called keurig made 8 attempts to reset the password with their technical support they were unable to resolve the problem I was told they are very busy some one some day will call me.in the meantime use the ****** manually.

  Business Response

  Date: 03/10/2023

  We are sorry to hear our customer experienced a problem. We contacted them on 3/9 to let them know their issue has been resolved. Please contact Keurig with any further questions.

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased the Keurig brand "drink works" from ****************************. I also bought dozens of beverages to go along with the item. Recently, I went back to order more beverages from Keurig's website and found that the item was discontinued. I called Keurig and found that customers were refunded for purchasing this item for hundreds of dollars that abruptly was removed from the market rendering this machine investment worthless. The agent I spoke with from Keurig said he could not refund me because the window had closed. I never received any notice, as a customer , that this item was discontinued and that refunds were given. I never had an opportunity to get a refund because I was never informed of this. I am asking if Keurig will refund me as well for this purchase. I still have the item and can provide photos and the item number etc. for proof of purchase. Thank you for your help and fairness with refunding customers for this investment.

  Business Response

  Date: 03/01/2023

  Thank you for contacting Keurig. We reached out on 3/1. Please contact Keurig if you have any further questions.

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau: I WAS UNSATISFIED TO HAVE KEURIG CALL ME ME TO DECLINE A REFUND STATING THAT THEY DIDNT OWE ANYONE A REFUND. I WILL NEVER BUY ANOTHER KUERIG PRODUCT AGAIN BECAUSE THEY DO NOT STAND BY THEIR PRODUCTS OR WORD. BUYER BEWARE THAT KUERIG RANDOMLY DISMISSES PRODUCTS AND YOULL BE OUT THE HUNDREDS OF DOLLARS PAID TO FIND ITS USELESS A YEAR LATER. KEURIG DIDNT EVEN HAVE THE DECENCY TO STATE PUBLICLY THEIR RESPONSE. THEY TRIED TO KEEP IT HIDDEN THAT THEY DENIED A REFUND FOR THIS ITEM THAT THEY PROMISED REFUNDS FOR.  ADDITIONALLY, I BELIEVE THERE ARE LIKELY A LOT MORE CUSTOMERS ASKING FOR A REFUND THAT THEY ALSO REFUSE TO GIVE. THIS IS VERY LOW AND SHOWS HOW BADLY THIS COMPANY TREATS CUSTOMERS AND HAVE ZERO LOYALTY TO CONSUMERS WHOVE SPENT THEIR HARD EARNED MONEY WITH ******. THIS IS SHAMEFUL

  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,

  Ashley

   

   

  Business Response

  Date: 03/06/2023

  On 12/15/21, Drinkworks made the difficult decision to close and discontinue the sale and production of its ********** machines and accessories.
  Drinkworks provided an opportunity for reimbursement of Home Bar purchases that is unfortunately no longer available. Additionally, the Drinkworks  business is now closed. Regardless of where you purchased your Drinkworks  Home Bar, the refund offer was only available directly through Drinkworks.  We apologize that we are unable to assist any further.

• Initial Complaint

  Date:02/28/2023

  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.

  About three weeks ago my coffee machine just stopped working. It would not turn on. After basic troubleshooting I called Keurig technical support. The agent asked me to unplug my machine for 60 seconds and plug it back it. When it did not turn on, he said I need to replace it. That troubleshooting seemed VERY basic. In any event he offered me a 20% discount online for any machine on the Keurig website. After several failed attempts to use the discount, I called Keurig again. I spent several hours and finally got to a supervisor. Her name was **** and she told me that the discount would not be applicable to the Keurig Starter kits. After a lengthy conversation she agreed that it should be applicable to any purchase since I was replacing a broken machine. As we stepped through trying to input an order, she said she would just replace my machine free of charge and she needed me to send her the purchase receipt or, if I could not find it, then a picture of my broken machine and a picture of the serial number. I complied and sent what we had discussed on 20FEB23. Since then, I have received multiple e-mail exchanges from generic email addresses that are asking for more information, and they are no longer speaking of a replacement item. All I am asking is that **** review the call that we had, and they ship me a replacement ****** or honor the 20% on a starter kit. The last e-mail I received stated that they will not put me in contact with the supervisor that I soke with. The whole process is extremely frustrating. My service reference number is SR0004352147.

  Business Response

  Date: 02/28/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 2/28 to assist. Please contact Keurig with any further questions.

  Customer Answer

  Date: 03/04/2023

  [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:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29th, 2022, I purchased a Keurig Cafe Smart Coffee Maker from Keurig Green Mountain website with the assistance of a **************** Representative. I paid $199.99 for the Keurig K-Caf Smart coffee maker. Yesterday February 26th 2023 I want to make a cup of coffee and the coffee maker did not start. There were no lights indicating that the coffee maker was operational, and every troubleshooting suggestion I tried did not work. I contacted Keurig customer service, and I was told that I was covered under warranty and that I would be required to show a picture of the coffee maker, a copy of my receipt, and a copy of the serial number of the ********************** maker. It should be known that on November 30th, 2022, I registered the coffee maker with Keurig website to include the serial number. The purchase was actually made from Keurigs website itself, however, the customer service representative said that I am required to show that I purchased it and that I would have to provide pictures of their serial number and ownership of the ********************** maker. Today February 27th, 2023, I received an e-mail from their customer service department that indicated that my request for replacement was declined because the picture that I sent of the serial number was not good enough, (it was obvious this was a canned email response). I checked my sent e-mail and pulled up the picture, and the picture clearly shows the serial number. This redundancy that is required by the consumer to show proof of purchase and ownership is lacking trust. Keurig has records of my purchase and the serial number of the ********************** maker, yet the customer service representative stated that it was their policy that I had to provide all this information. I had to jump through hoops.As a matter of point, this is the second coffee maker that I have purchased from Keurig that stopped working. The first coffee maker was out of warranty which I understood but there was no faithful assistance from the Keurig company itself in replacing or discounting a replacement coffee maker. I took that purchase on the chin because I liked the coffee. Through my research, Keurig has made a disproportionate effort to save money and to make a return as troublesome as possible for the consumer.

  Business Response

  Date: 02/28/2023

  We are sorry to hear our customer experienced a problem. We reached out on 2/28 with a resolution. 

  Customer Answer

  Date: 03/01/2023

  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:02/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/22/22 ordered a Keurig Starter Kit at a reduced price with the commitment to purchase 16 boxes of coffee over the next 12 months. I received the ****** and the first 4 boxes of coffee. I have subsequently ordered 8 more boxes toward the commitment (2X4 boxes on Jan 12 and Feb 20). These orders show up on online on my account with Keurig, but the company still shows only 4 boxes purchased. I have spent hours on chat, e-mail, and now 45 minutes on the phone to the *********** (only to be cut off by a supervisor) to try an straighten this simple accounting error out. They want to just continue to Auto-ship the coffee, and are counting on the buyer to not realize that they are being taken advantage of with a spread-out auto delivery system that their commitment has been realized. I have my complaint file # as : SR0004402423 Sincerely,*****************************, MD ************ *********************

  Business Response

  Date: 02/28/2023

  We are sorry to hear our customer experienced a problem. We reached out on 2/27 to assist.

  Customer Answer

  Date: 02/28/2023

  [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 am awaiting the response submitted by the business and have determined that no response has been presented to  satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the adequate business response (when it is presented) that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a drink from a newly bought, bottle of the zero sugar Snapple tea, from a local BJ's ************** located in ************, ** and to my dismay I ingested a mold invested drink. The smell was rancid. I immediately ran to the bathroom to vomit. I wanted to accomplish two things with this complaint. First is so that this does not happen to another person or child. Secondly, I would like compensation for the replacement of the product as well the product causing my emesis. I have taken several photos of the bottle(inside and outside) and can send them upon request if needed. Thank you.

  Customer Answer

  Date: 03/09/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/10/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 3/10 to assist.

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About the Keurig coffee maker and several times trouble shooter and still not working talk someone in headquarter the number **************************** and got last month in January 2023, ********** out on 1-20-2023. and **************** is really bad ask for this and that serval times don't want to patience at all. Somer customer service is one star and this lady said that got the coffee maker already. This company need get their act together..

  Business Response

  Date: 02/06/2023

  We are sorry to hear our customer experienced an issue. We replied to them on 2/2 with a resolution. Please contact Keurig with any further questions.

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the Keurig customer service at ************* in the early part of January2023 and told them my Keurig elite that I bought April 2022 had stopped working, it is still under warranty. The gentlemen, with a thick foreign accent stated he would send me an email asking for information and that after they received the email they would send a replacement. I sent the email with the information requested (picture of Keurig, picture of serial number on ******, order conformation, reference number of the email sent, and a note with my name and date). Granted I bought this Keurig directly from the Keurig Co, itself. They emailed me back stating that they could not "open attachments". I resent the information requested with attachments as (jpg )as requested. Consequently, they emailed on on Jan.26, asking me to call them, which I did on Jan27, (since I work) and again spoke to a lady with a thick accent that just kept repeating herself and telling me to resend the information, over and over again. When I asked for a supervisor she just kept repeating herself telling me to send the information. I called Keurig Corp number that I found online ************** and all I got was a recording that stated to stay on hold due to high volume of calls or leave a message and they'll call me back. Needless to say I stayed on hold for a very long time, an no one came to the phone. I didn't leave a message because I know no one will call be back. Keurig is NOT honoring their one year warranty and is hiding behind their incompetent customer service reps,( in a foreign country,). I want my Keurig replaced and I'm tired of dealing with their customer service reps, all they do is read off a script. The request number is SR0004144478. Please contact Keurig and have them replace my Keurig. Thank you.

  Business Response

  Date: 01/31/2023

  We are sorry to hear our customer experienced a problem. We reached out to them on 1/31 to assist. Please contact Keurig with any further questions.

  Customer Answer

  Date: 02/01/2023

  [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:01/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/8/22 I purchased my wife the Keurig K-Supreme coffee maker under the terms of the Starter Kit program. I created her an account using her email and we ordered several types of coffee on a recurring schedule. She proceeded to download the Keurig app and in doing so inadvertently created an alternate/additional account. She placed orders for no less than 10 boxes of coffee under the account she created on a recurring schedule. We discovered the multiple accounts after we were notified that a recurring order with coffee we didnt want was on the way. This is when we discovered we had two accounts. Per your websites instructions we sent an email on or about 11/12/22 requesting merger of the two accounts. My wife received a phone call from Keurig but was unable to take the call. She asked the rep if she could call her back. The rep stated they would call my wife back. No return phone call was ever received and no voicemails left. We later discovered on or about 12/1/22 that Keurig took it upon themselves to DELETE the account my wife had created along with all of our order history associated with that account. We have made numerous attempts to resolve the issue with multiple escalations to corporate which customer service says are the only ones who can address the issue. We have had no response from the multiple escalations. Keurig corporate office hides behind foreign customer service and refuses to speak directly to the public either by email or phone. I am requesting release from the terms of the starter kit agreement due to Keurigs unwillingness or inability to resolve the issue THEY created without any consultation with the account holders. I am tired of making phone call after phone call trying to resolve this with no response from Keurig. This is beyond ridiculous. Current account email used and originally created: ******************** Account inadvertently created and deleted along with all order history: ***********************

  Business Response

  Date: 01/30/2023

  We are sorry to hear our customer experienced a problem. We have reached out to them on 1/30 with a resolution. Please contact Keurig with any further issues.

  Customer Answer

  Date: 01/30/2023

  [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:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Keurig ********** and the machine dont work properly or function as its supposed to. Keurig claims the smart feature allows you to connect the coffee maker through Wi-Fi and your able to control and save information directly to your phone via Keurig app. I realized a few days ago that my machine wasnt connecting to Wi-Fi and tried numerous troubleshooting attempts to correct the problem. After many failed attempts I called Keurig January 26th and they informed me that the technical issue was a fault of their own. He could not Inform me as to when the issue would be resolved and said they would send an email. First of all I should have received an email informing me of the issue when it first occurred. Im disappointed and bought this machine solely because of its capabilities. I feel as if keurig has made false claims and overcharged me and others for a coffee machine that dont work properly. I feel I should be compensated.

  Business Response

  Date: 01/27/2023

  We are sorry to hear our customer experienced a problem. We have reached out to them on 1/27 with a resolution. Please contact Keurig with any further questions.