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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:01/25/2023

      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 received a Keurig coffee latte and cappuccino maker coffee pot as a Christmas gift. I will never ever use this coffee maker as I am a strictly black coffee drinker. I have emailed repeatedly to request directions to return the coffee maker and I feel like Im being ignored and then Ill be told that Im past the date of returning it. I just want my money for the pot. It has never been out of the box. I just need to know what to do to get my money out of this crazy thing.Thank you *************************

      Business Response

      Date: 01/27/2023

      We apologize our customer experienced an issue. We have left them a detailed messaged on 1/26 with a resolution. Please contact Keurig with any further questions.

    • Initial Complaint

      Date:01/25/2023

      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 K-Supreme Plus single serve coffee maker and in less than a year the unit broke. Keurig sent me another one in June 22 and now the replacement does not work. I have called and spoke to ******* on 1/25/23, emailed and continue to be told they need to troubleshoot yet again. This unit is for an 86 yr old woman and it is simply unfair to have to keep purchasing units because of Keurig's inept customer service. I had to go out and buy yet another machine due to their incompetence and wait times. I did all of the troubleshooting and they are requesting it be done again.

      Business Response

      Date: 01/30/2023

      We are sorry to hear our customer experienced a problem. We left them a voicemail on 1/30 and hope to hear from them soon. Thank you for contacting Keurig.

      Customer Answer

      Date: 01/31/2023

      [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:01/12/2023

      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.
      Purchase Keurig Duo carafe&KCup $99.99@******, **********, ** online. This company is ridiculous! Coffee pot throwing up grinds since purchase! Calling company offers 20% disc on future purchases. I want a replacement PLEASE

      Business Response

      Date: 01/17/2023

      We are sorry our customer experienced a problem. We reached out to them on 1/12 with a resolution. Thank you

    • Initial Complaint

      Date:01/11/2023

      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.
      In May 2022, my husband *************************** ordered a smart ****** package from keurig. The requirements were you had to buy 16 boxes of coffee within a year. Our account is under ********************* we have purchased per our records 21 boxes so our account should be closed. They updated their app around August or September 2022 to where you could not adjust your smart count of coffee pods you had on hand. Since then, we have received multiple shipments not counted towards our smart delivery. They even shipped 2 boxed of the same coffee when we had 22 pods at home. Their app does not work most times, and I have called in numerous times to fix the issues. They state, it is an auto delivery, it's a one time order. That is how their app does it. I feel there is a scam going on where they have access to credit cards and shipping and charging whatever they want. Per the pictures submitted, 21 boxes were ordered. Their reps say they fix the issue and they don't. One day i spent 4 1/2 hours in October on the phone with them and no resolution. Today it's been 2 hours and they just put you on hold and leave you there. The consumer should not be responsible for app flaws, and should fix this issue.

      Business Response

      Date: 01/12/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 1/12 with a resolution.

    • Initial Complaint

      Date:01/07/2023

      Type:Product 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.
      case number SR0003943220 i bought some pods for my coffee machine at work and all the pods were defective I contacted the company and explain the issue and they told me they would replace my defective pods I provided the necessary information they asked for and I was told I would receive a response from someone from corporate but a week and a half goes by and no one contacted me so I contacted them back and they said again they will replace the defective pods when I contacted again they tell me to go to the post office with an account number to get a shipping label and when I asked why can't I just be provided with a shipping label on the email I just receive a sarcastic reply from the customer service rep telling me to follow the return instructions. and now when I'm replying back my emails are being ignored and whenever I ask if my replacement is being shipped out they always dodge my question or don't respond at all I just want my replacement pods that the company promised they would replace

      Business Response

      Date: 01/09/2023

      We are sorry to hear this customer experienced a problem. We have forwarded this on to Keurig ****** to assist.

      Customer Answer

      Date: 01/09/2023

      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. 

      my issue is still not slove

      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: 01/17/2023

      We are sorry it looks like the issue was resolved on 1/14. Thank you.

    • Initial Complaint

      Date:01/02/2023

      Type:Product 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.
      In December 2021, my husband and I purchased a Keurig machine, Kcup caddy, and multiple boxes of coffee and tea for Christmas from Keurig.com.The agreement between Keurig and ** was to receive a special price on machine if we purchased 16 boxes of coffee and tea from Keurig.com without a 12 month period.December 2022 Keurig took $90 from my bank account which the email they sent me stated I did not make the required 16 Boxes of product within the 12 month period.My Keyring account clearly shows I have purchased 29 boxes with the time period.I have tried many times to contact the company by phone and email but have received no response.

      Business Response

      Date: 01/03/2023

      We are sorry to hear our customer had a problem. We have reached out to them on 1/3 with a resolution.

      Customer Answer

      Date: 01/06/2023

      [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:12/31/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Keurig.com has a promotion all over their website that they are not honoring. It states that when you are signing up for a "Starter kit" and purchasing a "Smart coffee maker" you get the following offer. 50% off SMART Coffee Makers Up to $125 off SMART ****** Your first 4 boxes (96 pods) of your 16-box commitment are FREE*25% off pods with SMART Delivery BrewID for flavorful coffee and delicious caf beverages They are honoring all but the "Your first 4 boxes of the 16-box commitment are FREE* portion of this. I called 12/28 and was told after explaining the issue in length that they would have a specialist call me back in 3 days as their que line was too long to wait. I then called again 12/31 and they refused to honor the promotion but could not give a reason only saying that certain pods aren't combinable but could not say which ones. Here is a copy of the fine print of the * on their site BONUS OFFER: 4 Free Boxes when enrolling in SMART Delivery. This offer is valid for up to four (4) free boxes of K-Cup pods (20/22/24 -count), in your first SMART Delivery order only, on www.Keurig.com through 11:59 p.m. PST on 1/31/23. Offer excludes Rivo pods, Keurig bundles and illy K-Cup pods. Offer is valid upon initial enrollment in SMART Delivery whether at the time of the purchase of a Keurig Starter Kit or after a SMART Coffee Maker is connected and a first SMART Delivery order is established. Upon enrollment in SMART Delivery, if you add less than 4 eligible boxes, you will only receive the quantity in your cart for free. If you add more than 4 eligible boxes, boxes in excess of the 4 those boxes will not be free.

      Business Response

      Date: 01/03/2023

      We are sorry to hear our customer experienced a problem. We reached out to them on 1/3 with a resolution. Please contact us with any further questions.

    • Initial Complaint

      Date:12/29/2022

      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.
      Yes I got a replacement coffee maker because my old coffee maker had a defect. They sent me a replacement the coffee maker I got replaced is not heating right. I called the company they told me they can only offer me a discount won't replace it like last one. Well the time they replaced it the older one. It was way past 3days like there policy. Why can't they do same thing like last time. They don't stand by there product I guess. Only want too give me discount only not fair. Won't buy there product again

      Business Response

      Date: 12/29/2022

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

      Customer Answer

      Date: 12/29/2022

      [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:12/28/2022

      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.
      On Nov 28 2022, I purchased a Keurig Coffee Maker online directly from Keurig. The order with shipping cost me around $200.00. Keurig promised to provide excellent customer service and a working **********************, however, upon receiving this Keurig coffee maker, I had a horrible experience brewing the coffee, it barely brewed , had a major defect. I contacted the customer service, calls went to *********** call center, the reps were not able to assist me. I had to return this machine. after returning this Keurig, I called and emailed the company numerous times about a refund , the company STOPPED RESPONDING TO ME.CUSTOMER SERVICE TOLD ME SOMEONE WILL CALL ME, IT HAS BEEN WEEKS NO ONE HAS CALLED. THIS IS JUST A SCAM AND HORRIBLE EXPERIENCE.

      Business Response

      Date: 12/29/2022

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

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a commercial model Keurig for at home use. Warranty guarantees it for 1 year and a replacement is due and Keurig customer service confirmed that a replacement is due. For the past 3 months after first contacting them to tell them that the machine broke after ************************************ a replacement. We have been going around and around with customer services for months. They cannot back up their warranty and we can't get anywhere with our claim.We asked to speak with a supervisor so maybe this can be escalated and we are told they cannot provide that service. We just keep getting the run around. They need to be held accountable for backing up their warranty. If they cannot provide a replacement, then give us our money back. It was a ****** machine.

      Business Response

      Date: 12/19/2022

      Thank you for contacting Keurig. We left the customer a voicemail today 12/19 at 3:15 pm with our contact information. Please contact Keurig with any further questions.

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

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