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 Green Mountain, Inc.

  687 Marshall Ave Williston, VT 05495-7540

• 

  Keurig Dr Pepper Inc.

  6425 Hall of Fame Ln Frisco, TX 75034

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

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:12/19/2022

  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 have purchased a ****** from Keurig, once arrived, it was used for about ******* , and stopped working. I contacted customer service, they failed to fixed the issue, so I asked to return the product that was not working and still within 30 days from purchase !!!. The customer rep. could not spell my name and email after 5 times spelling it for them by letter!!!. I finally got my information ready for refund, and they told me that i would have to pay for shipping. Which i declined to do. After another 2 calls I finely go shipping label issued. I sent the machine, and it was received. When i called to check on status of my refund, the rep said it will be processed once they get the machine. I pointed out that based on the *** shipping it was received over 24h prior. The rep. stated: "Oh yes, i see it now, you refund will be processed". After a week of waiting for refund, i called again. The rep stated: your refund was processed, and agent will process your refund within **** business days". I pointed out that its contradictory statement, and want to confirm, was refund processed? or will it be processed? No answer was given, and the rep hang up the phone on me. I called back and asked different rep, the same answer was given, without clarification. I called again and asked for manager to speak with to clarify the issue, was put on the hold for 60 min!!!!!!. and after 60 min, the same rep came on the line and said no manager available, and ....HUNG UP THE ***** ON ME!!!!!!

  Business Response

  Date: 12/19/2022

  Thank you for contacting Keurig. We reached out to the customer on 12/19 with a resolution. Please contact Keurig with any further questions. 

  Customer Answer

  Date: 12/19/2022

  [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, (however it took over 20 contact attempts to get to this point)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:12/16/2022

  Type:Sales and Advertising 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 was charged by Keurig for $100 on 12/13/22. I didn't order anything and didn't receive anything either. I called the company and their representative put me on hold for an hour but didn't refund me. They said I was in a smart delivery system which again, I wasn't aware and didn't receive any service or product from them for that. Keurig have my credit card information only because I ordered a coffee machine from them a year ago on 12/10/2021, but that machine was returned, and I was refunded. I requested them to refund me $100 they charged on 12/13/2022. It was a bad customer service experience. Their customer service had transferred me through 3 representatives and just didn't want to refund me in the 1 hour call I was with them for such clear and simple event. I feel BBB can help to make them understand this is not a way to do business in this modern world. Thank you, BBB!

  Business Response

  Date: 12/19/2022

  We are sorry to hear our customer experienced a problem. We reached out to them on 12/19 with a resolution. Thank you.

• Initial Complaint

  Date:12/15/2022

  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 complaint comes with much frustration with Keurig and the ridiculous process we have been through since Feb of 2022. To make a VERY long story shorter, it started with the purchase of a * Supreme Plus maker in February. The coffee maker quit working in February, we contacted Keurig and they sent a replacement. In May, the replacement quit working and once again we contacted Keurig. They replaced it again. In October, the maker quit working and we asked to change the coffee maker model after believing that we were receiving refurbished machines as replacements. We asked for the Keurig *-Elite machine. We were asked to return the * Supreme Plus machine and we did. We were told as soon as the machine was received, they would then ship out the replacement. We shipped the machine back on Nov 21 and confirmed the machine was received on Nov 28th at the Keurig facility. As of the date of this complaint we still do not have a coffee maker replacement. The customer service calls that we have made are beyond frustrating. We have been told that just wait a couple days and it will be at your home but could not tell me when it shipped. The last call was on 12-13-2022 and I finally asked to speak with a supervisor when i received no answers. That took another 15 minutes waiting, and the customer service person told me that no one was responding to him. He then informed me that speaking to someone from corporate was another option. I told him that would be great and when would that happen. He told me by the end of the day. As of this date 12-15-2022 still no call. At this point I would like a full refund of the original purchase price of $149.00 (yes, we can provide a receipt) so we can purchase another coffee machine. I have also sent this as an email to ******************, CEO of Keurig Dr Pepper Inc. on 12-14-2022 and have not received any correspondence. Any help in this matter would be appreciated.

  Business Response

  Date: 12/16/2022

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

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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.

  We purchased the Keurig K155 Office Pro Commercial Coffee Maker on December 7, 2021. We contacted Keurig on November 30, 2022 because it stopped working. It was still under warranty and I submitted the requested documents to have it replaced. I received a response from Keurig that "The photo of the serial number on the ****** is not in the right location". I immediately called and explained that is where it is and it's not the customer fault if it's placed there. The representative said she approved the replacement and i would get a email of confirmation, I never received it. She also said the coffee maker is out of stock and she has no idea when I would receive the replacement. The service request #SR0003657000. Now I had to purchase a temporary coffee maker from ******* because I no longer had one.

  Business Response

  Date: 12/05/2022

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

  Customer Answer

  Date: 12/07/2022

  [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:12/02/2022

  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 received a Keurig coffee machine as a gift. It broke and is not working. The machine is still under warranty. I called them and the guy said no problem we will ship you a new Machine. Then I get a email from the claims ***** My claim has been denied because my pictures where not. Correct. I send them pictures and a picture with my adresse and the claim number several times. Now they don't answer. I even emailed I can sent the coffee machine to them. But they don't answer. Can you please help me to get my coffee machine?The claim number is SR0003805664 Their phone number is. ************.Thank you

  Business Response

  Date: 12/05/2022

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

  Customer Answer

  Date: 12/07/2022

  [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:12/02/2022

  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.

  Hello, I have a Kcup single serve machine that I purchased 8 months ago & it has completely broken. I called Keurig to get a replacement since its been less then a year & the rep told me since the machine was manufactured 2 years ago it was not covered. What kind of bs is this? the warranty should start when I purchase the machine not when the machine was manufactured. the *** 21P.9100.0373268 I had to throw the machine out

  Business Response

  Date: 12/05/2022

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

  Customer Answer

  Date: 12/05/2022

  [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:11/23/2022

  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 make the order of 5 units of K-Mini Single Serve Coffee Maker - ******************* Custom with 2 unit of K-Cup through Keurig.com, at November 10th, order number ********* According to the attached image, Keurig Team is supposed to ship by November 11th, but until today, I only receive 2 units of coffee maker with K cups (Showing on the attached image), the left 3 units of coffee maker I did not receive,I contact Keurig Team many times by phone and online inquiry, they either told me they are still processing or issue me a refund, until today, they neither processing the left 3 units of coffee maker nor issue me a refund of $112.47, no clear answer return from Keurig Team, I have to file a dispute to my bank today for the amount of $112.47.But I also hope BBB can do something for this case,Thanks!

  Business Response

  Date: 11/28/2022

  Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.

  Customer Answer

  Date: 11/28/2022

  [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:11/22/2022

  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.

  - We purch Coffee Maker directly from Keurig on 12/26/21 for $139.09 (1 Yr Warr).- On 11/19/22 (3 days ago) we called Keurig Customer Support since Descaling Light would NOT turn off. Were told that it would be replaced with Brand New unit.- We recd EM noting what should be sent in - we sent in ALL requested info (copy of Receipt / Pic of Serial # / Pic of Unit / Handwritten Note with Case # SR0003661309) - We later recd EM stating that our warr claim Would NOT BE HONORED since we did not follow directions. To say the least we were upset so we called Keurig back that day. Again, we spoke to someone that had difficulties speaking English & understanding us. - We requested to speak w/ US Based Agent & was told that we would receive a call back. Unfortunately, that call never came. We then called back on Monday & was told that someone tried to call us back but our phone number was disconnected - Can't be!!!!!!! When I asked what phone # they called they repeated our old phone# that we have not had for almost 10 years now! Ridiculous. I gave the correct # & was told that again I would receive that call back. I then called Keurig *********** to speak w/ someone on Monday @10:15am. I dialed ************ & the prompts prompted me to press "0" for the Operator which I pressed & the call got disconnected 4 times!!! To make matters worse, 24 hours went by & when I again did not receive a return call, I tried again on Tuesday @9:53am. All 6 calls were again disconnected so I then called Customer Support & asked for a U.S. agent to which I heard the same response from "****"- that someone will be calling me back. I again asked for the phone # listed & again I was told the wrong #!!! This was again corrected & I'm in the midst of waiting!- It's obvious that Keurig does NOT want to speak to Consumers!- I sent in everything they asked for!- They just don't want to honor their warranty!- HELP! It shouldnt be this hard!- I'D LIKE RETURN CALL FROM US SUP!

  Business Response

  Date: 11/22/2022

  Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.

  Customer Answer

  Date: 11/22/2022

  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. 

  [Dear BBB -   

  The only reason I rejected this resolution is because I have NOT RECEIVED the replacement unit as of yet.  The Keurig Agent told me that a replacement unit would be coming.  However we just found out that the replacement unit was NOT expedited and to make matters worse, was sent to my OLD ADDRESS FROM 10 YEARS AGO So it will NEVER get here!!!!!!!!!!!!!!  The Billing Address was correct but the Shipping Address was Wrong!!!!!!!!!!!!  How can this occur?????????   Who knows if we will ever receive it!!!!!!!!!!!!!! 

  Not only was this order shipped to the wrong address but another NEW order was JUST DELIVERED to the same OLD ADDRESS!!!!!!!  How are we supposed to get it????????   We are trying to arrange for someone to go and pick up the coffee shipment that was delivered today but I don't know if we will be able to get it since we do not know the homeowner.

  WHY WOULD KEURIG SHIP ORDERS TO AN ADDRESS THAT WE HAVE NOT LIVED AT FOR ALMOST 10 YEARS???????????  Especially when they have my new address on file??????????

  I am currently on the phone waiting for the Keurig Agent that I just spoke with about the Warranty Exchange but I have been on the phone "On Hold" for 45 minutes so far and who knows how long I will be waiting.

  So yes, Keurig agreed to send out a replacement unit but who knows how long it will take to get here or IF I will ever receive it.  So until I do receive it, I will not **** this case resolved.

  I hope you can understand. 

  When Keurig reads this response, I would appreciate it if the US Agent can call me back because I may be "On Hold" here for days at this rate.....

   

  Thanks.]

   

   
  
  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: 11/28/2022

  We are sorry, we have reached out to the customer on 11/28 with an update. 

• Initial Complaint

  Date:11/21/2022

  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 in April and it stopped working. It is still within warranty and I was told I would get a replacement if I sent in my proof of purchase and serial #. Despite doing on Nov. 18, 19 and 20 I have consistently gotten the run around. I have provided all of the documentation that I have available to me and the Keurig corporation is not following through on replacing the item.

  Business Response

  Date: 11/23/2022

  Thank you, we have reached out to provide resolution.

• Initial Complaint

  Date:11/18/2022

  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.

  Purchased Keurig *********** machine at my local Ace Hardware store. It did not work right out of the box. Called Keurig and after trouble shooting it was determined machine was defective and they would send me a new one. The same thing happened with the replacement machine. I called a third time and requested either my money back or a different model of *******. Told I'd be sent a different model than the ***********. However, I was again sent the same machine (the ***********). This time when I called I was told the policy for *********** is different than Keurig's other machines and that getting money refunded and getting a different machine were both not options. I said I did not want the Mini ********* as it clearly has design defects and I don't believe it will work. Was told too bad, basically.

  Business Response

  Date: 11/22/2022

  Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.

  Customer Answer

  Date: 11/22/2022

  [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,
  
  *************************