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

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

• 

  Keurig, Inc.

  PO Box 1757 Brunswick, GA 31521

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:11/16/2022

  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 online at Keurig.com. I did not get the price that was advertised on television. I called Keurig and told them I wanted to cancel my order. They never sent me an order number or a confirmation of the purchase. They did, however, charged my debit card. When I tried to get my money refunded to me and they say they cannot give me my money without a confirmation #. They said someone from their customer care department will call me and I am still waiting three days later.

  Business Response

  Date: 11/18/2022

  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.

• Initial Complaint

  Date:11/13/2022

  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.

  Have a COMMERCIAL keurig machine an went to unplug it to clean round it an went to put it back an plug it back in an now it doesnt work. And already called, keurig an all they want u todo is to buy a new machine after u spent $300 on a commcerial on thats only 2 years old. Ive had nothing but problems with keurig. Not sure why I bought another machine. I will not be buying any more products from them. And the one with the whole coffe pot was a stupid idea. It *****.

  Business Response

  Date: 11/14/2022

  We are sorry to hear our customer experienced a problem. We attempted to reach out on 11/14 and left a voicemail. Please contact Keurig with any further questions.

• Initial Complaint

  Date:11/06/2022

  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 have TWO issues that need addressed with this company....1. I reached out to Keurig about extending my warranty for an additional 12 months on my new Keurig machine, because there was a photo in the box stating if you scan the ** code you can get an additional 12 months of warranty added to the time frame of when you bought the keruig. The ** code did not work. and Keurig expected me to call a number to which the person wasn't understandable. Their English was broken! I want my Keurig K-smart machine that i bought at Bed bath and beyond to get the additional extended warranty on it!2. I deleted an email that i used to sign in with Keurig. I cant log in now because I do not know my password nor can i reset my password because that email address no longer exists, i contacted Keurig and the person couldn't find my account! When its registered to my current Keurig! It's beyond FRUSTRATING!!!!******************** is the OLD email address, I need that removed and ******************* to be the NEW email address added so i can access my account and see my Keurig machine registered!

  Business Response

  Date: 11/07/2022

  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: 11/08/2022

  NO ONE CONTACTED ME! THAT IS A LIE

   

   

  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,

  ****

   

   

  Business Response

  Date: 11/08/2022

  Thank you. We reached out to the phone number you provided us on this bbb complaint on 11/7 at 3:10 pm yesterday. We have left another voicemail today, 11/8 at 2:13 pm. On both voicemails we left detailed information regarding your complaint. Please contact Keurig with any further questions.

• Initial Complaint

  Date:11/02/2022

  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.

  Keurig uses incredibly shady business practices. They don't allow you to cancel orders and they don't allow returns on beverages. So when they sign you up for auto-renew orders that you don't want, you can't do anything about it. I ordered two of their coffee advent calendars in October as gifts and today, they auto-renewed and charged me for two more. Why would anyone want to auto-renew advent calendar purchases? As soon as I got a notification that they had been "purchased" I went to my account to try and cancel the order, only to find out that Keurig doesn't allow you to cancel any order, for any reason, period. They also won't allow you to return beverages for any reason. So they force customers to order products that will auto-renew and they can't do anything about it. In addition, I bought a coffee ****** from Keurig.com last November in one of their sales where the machine was half off, but I had to subscribe to a 16 box coffee commitment. Basically, I had to order 16 boxes of coffee over the next 12 months or they would charge me the difference in the sale price of the coffee ****** and the regular price. I have ordered more than 20 boxes of coffee since I ordered the ****** that meet the requirements, but only the 4 that I purchased in the same order as the ****** have counted towards the commitment. I have ordered all 20 of these boxes under "Smart Delivery", but none of them are counted towards the commitment anyway. Keurig has simply set up their ordering system to not allow customers to fulfill the commitments that are part of their coffee ****** sale requirements. This way, customers buy lots of boxes of coffee, and they still have to pay the entire cost of their coffee brewers (instead of the advertised sale price). I have reached out to customer service several times and they simply tell me nothing can be done. That is a lie! I am done doing business with this company.

  Customer Answer

  Date: 11/14/2022

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

  Business Response

  Date: 11/15/2022

  Thank you for contacting ******. We left this customer a vm on 11/7 with a resolution. Please contact Keurig with any further questions.

  Customer Answer

  Date: 11/19/2022

  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. 

  Keurig responded and said they left a voicemail on 11/7, but I don't have any record of one on my phone. I would prefer to be contacted by email if possible. 
  
  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 have emailed the customer on 11/28. Please contact ********************** with any further questions.

• Initial Complaint

  Date:10/29/2022

  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.

  I purchased a Keurig Duo Plus. I had it for a few months and it stopped working. Contacted Keurig who sent a replacement. I had the exact same problem with the replacement after a few more months. Called back again and they sent yet another replacement. Less than 2 months, the same problem occurred with this replacement. I called again requesting a refund as this is obviously a flawed product. They refused a refund and instead sent yet another replacement. When the replacement arrived, it was damaged. I have owned Keurigs for a long time prior to this purchase. I will absolutely NEVER purchase another Keurig product after all of this!!!

  Business Response

  Date: 11/07/2022

  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.

• Initial Complaint

  Date:10/28/2022

  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 bought a Keurig K-Supreme Plus SMART on September 29, 2022 for $220.00. One month later the coffee maker stopped brewing coffee. I called them to request a replacement and was given the run around. They told me that my coffee maker was out of warranty. How is this possible since I just bought it??? When I spoke to the "supervisor" ******, he was rude and unprofessional. He told me that I could only have a 20% discount if I bought another coffee maker. Why would I do that if I just bought one in September 2022 and it's only October 2022?!?! I am so frustrated with this company who cares nothing about their customers. I just wanted them to honor the warranty that they claim comes with the coffee maker and send me a new one.

  Business Response

  Date: 11/02/2022

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 11/1. 

  Customer Answer

  Date: 11/02/2022

  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. 

  I do not accept the response from the business. No one called me or left a message. All I'm asking for is that Keurig honor the warranty and replace my ****** as the representative ***** said they would. 
  
  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: 11/07/2022

  Thank you for contacting Keurig. We spoke with the customer on 11/4. Please contact ********************** with any further questions.

• Initial Complaint

  Date:10/21/2022

  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.

  Hi,Since the beginning of September I have tried and failed numerous times to continue my monthly scheduled delivery and to purchase other items using my reward points. I have spoken with their overseas staff several times and each time I was told it would be addressed. At first they said it was a credit card issue and so I tried deleting it and adding a new one. The new one I use often but that was also denied. I did find out my original credit card used had been compromised and reported the card as stolen. We have since received a new one but that too has been denied by Keurig. I received a text from someone in ***** saying to call them and they would address the issue. In the meantime we are purchasing from our local supermarket but I do have over ***** reward points I cannot access and was told that after the end of the year the points would no longer be available for ordering. Thank you!

  Business Response

  Date: 10/25/2022

  Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have reached out to them on 10/25 and left a voicemail. Please contact Keurig with any further questions.

  Customer Answer

  Date: 10/25/2022

  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. 

  I have spoken to Keurig but it was the same service that has said it was taken care of before.  I tried the website again, logged in and tried to continue my monthly order only to be told I did not have paying info listed but on the checkout page my credit card is listed.  I again have put in the security code but after hitting submit my order it immediately states payment not received.  I use this card all the time, it is different from the old card that was compromised and so this continues.  I would appreciate being able to speak with a manager and through the regular phone service.
  Thank you,
  ************************* 

  Business Response

  Date: 10/26/2022

  Thank you, we spoke with the customer on 10/26 and have addressed her issue. Please contact Keurig with any further questions.

• Initial Complaint

  Date:10/18/2022

  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.

  Keurig purchased 11/2/21 and now will not puncture pods properly. Called the 1st time and asked to speak to a supervisor, they would not let me. The machine will not piece the top of the pods. Called again and the agent wanted me to trouble shoot the same techniques as the 1st agent from the 1st call. I bought the product at Bed, Bath, and Beyond with a gift card. I wish I never did. The customer service and product support is horrible. I need the piece with the top needles. These machines are not cheap. All I'm asking for is free parts to get me Keurig working properly and I have yet to get that. I want a new machine or the top piece of the pod department with the needles. I descale, I use spring water, I keep the machine clean! Model **** S/R 910.B193.0128168

  Business Response

  Date: 10/20/2022

  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: 10/20/2022

  [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. Keurig corporate went above and beyond my expectations with resolving my issue. Thank you Keurig Corporate for handling the issue so promptly.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/18/2022

  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.

  My coffee pot stop working purchased less than a year ago someone told me three times and a supervisor would give me a call. Ive never heard from one and Im still without a coffee maker.

  Business Response

  Date: 10/20/2022

  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.

   

• Initial Complaint

  Date:10/17/2022

  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.

  Keurig's manufacturing has gone way downhill, along with customer service. This issue started with defective manufacturing & is continuing with the same. The corporate supervisor that finally got the ball rolling previously was supposed to give me her direct contact information, so that I wouldn't have to deal with all of the ridiculous run around again in the future, however she did not follow through with that & we are stuck in the same situation with yet another defective product. This time with the potential of costly water damage. Someone needs to actually do something to correct their problems. Thank you.

  Business Response

  Date: 10/19/2022

  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.