Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Keurig Green Mountain, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

372 total complaints in the last 3 years.
159 complaints closed in the last 12 months.

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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:10/15/2022
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 the product Perfect Pod Caf Pure Cleaning Kit for my Keurig to specifically descale it. However, while the product was "in use" the Keurig started smoking and is now totally non-functioning. Keurig offered no resolution. My only option is to purchase a new machine at a cost in excess of $200.00.Thank you.
Business Response
Date: 10/18/2022
Thank you for contacting Keurig. We have reached out to the customer and left them a voicemail. Please contact Keurig with any further questions.
Initial Complaint
Date:10/15/2022
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 purchased a Keurig Drinkworks machine on 11/13/2021. After the purchase, we received notification that the machine was discontinued, and we would be reimbursed for our purchase. We filed a settlement claim with ***** ************************* on January 25, 2022. We never received the reimbursement, despite submitting all the required documentation and following up multiple times with emails and phone calls. ***** ************************* has been unresponsive. When we call Keurig, they say they cannot help us and instruct us to call *****. However, ***** does not give you the option to speak with a person, only to leave a message for a customer service representative to call you back. We have left multiple messages and have not received a call back to resolve our unsettled reimbursement.
Business Response
Date: 10/25/2022
We apologize in the delay in responding to this complaint. We have to work with a third party to see where the status of this request stands. As soon as we hear back from them we will contact the customer back. We apologize again for the delay.
Customer Answer
Date: 11/08/2022
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 # ********. The response from the business indicated that someone would reach out to me and I have not been contacted

FAQ

Regards,
*******

Business Response
Date: 11/18/2022
Thank you for contacting Keurig. We have reached out to the customer with a resolution. Please contact Keurig with any further questions.
Customer Answer
Date: 11/28/2022
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.
Details of why we are not satisfied with this resolution:
In both the first and second response to this complaint, Keurig indicated they have reached out to us however, we have not been contacted since filing this complaint and have not received reimbursement.

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: 12/08/2022
We emailed the customer on Nov 18th and again today 12/8 with instructions for her next steps. Thank you
Customer Answer
Date: 12/17/2022
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.
To date, we have not received any emails from Keurig in response to this complaint. We have checked/searched our inbox and junk folders and found nothing from Keurig or Drinkworks. Can we confirm the email address they are using to send responses to is the same as the one we provided in the complaint filing?
Perhaps they could send their instructions through BBB, as we are getting your emails with updates.
Much appreciated!
******* & ***************************

Business Response
Date: 12/22/2022
I apologize, we emailed you on 11/18 and 12/8. We will have someone call you at the number we have on file since you are not receiving the emails. Thank you
Customer Answer
Date: 12/27/2022
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.
We are rejecting response and keeping the complaint open since a refund/resolution has not yet been provided. We did receive an email from Better Business Bureau on 12/8 but not from Keurig. We did receive a voicemail message from an individual from Keurig on 12/22 that provided a name and contact number with instructions to contact them directly for the refund. We tried to contact the individual on 12/22 and again on 12/23. Both times we called and it went to voicemail. We have not yet received a call back.

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: 12/27/2022
We do apologize, this needs to be handled through Drinkworks. We have forwarded your message along to them but they would be the ones you would need to speak with.
Initial Complaint
Date:10/13/2022
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.
During hurricane *** my house experienced repeated power issues before losing power on 9/29/22. When power was restored my Keurig K150P would no longer turn on. I contacted Keurig and was given instructions to try that did not work. They then told me that since it is over a year old it is out of warranty, and it cannot be fixed. I then contacted my utility company since I have a surge protection plan and was told that they need written documentation from a qualified service provider to submit a claim. I called Keurig back on 10/3/2022 to try and get it and was told that they can only verbally tell me that it cannot be fixed and that they cannot provide anything in writing for privacy reasons but could not explain how it is a privacy issue. After going back and forth they finally said they would escalate it to the ************************** but that they were not available so that I would get a call back. On 10/7/22 I followed up since I did not receive a call back and was again told that ************************** was not available and that they would again forward the issue to them, but as a priority this time. On 10/13/22 I again followed up and asked to speak to a supervisor since I still have not received a call back and was told yet again that they cannot help and that nobody was available, but that they are escalating it to ************************** and to again wait for a call back, yet still nobody can tell me when that will be. I just want to be able to submit a claim thru my utility company but need the required documentation to do it otherwise they should send me a comparable replacement since it is their choice to not allow me to file a claim.
Business Response
Date: 10/18/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We have forwarded this complaint to our Away ******************** to handle. Please contact Keurig with any further questions.
Customer Answer
Date: 10/18/2022
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.
[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:10/12/2022
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 whole new keurig, SERIAL #*****************. I was told from customer service I didnt have to do anything they will go ahead and replace it. No one told me about taking any photos or anything he said you can donate it or throw it away and the new one will be on its way. After speaking with customer service. I was told I had to sent a photo of it and the my name and date on a paper if I knew that before he told me to throw it I would had done so. But customer service said thats what needs to be done in order to get a replacement. Now Im without a coffee maker because customer service told me to go ahead and throw now calling again they said thats in correct. So Im not sure what to do. Im very upset
Business Response
Date: 10/13/2022
We apologize, we advised the customer we would need a proof of purchase to assist him further. Thank you for contacting Keurig.
Customer Answer
Date: 10/13/2022
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.
[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, I dont have no receipt. I have sent over my serial number
******

Business Response
Date: 10/17/2022
I apologize without a ****** or a receipt there is nothing we can do further. We listened to the call and we did not advise to dispose of the ******. Please contact Keurig with any further questions.
Initial Complaint
Date:10/10/2022
Type:Customer Service 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 am having issues with this company. They are not honoring a promotion that was advertised 50 percent of. I have called the customer service only to be treated poorly and not have my issue addressed
Business Response
Date: 10/13/2022
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: 10/13/2022
[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:10/09/2022
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.
This company is scamming people. I ordered a starter kit and decided to cancel the order 30 minutes after I placed it. I called customer service because there is no option to cancel the order online. 3 calls and over an hour and a half on the phone everyone is saying they cannot cancel the order. The are refusing to cancel it. The said " after 2 minutes an order cannot be cancelled" They take a lot longer than 2 minutes to answer the phone. And they refuse to let you speak to a supervisor. The are holding my order hostage and refusing to cancel it, even though I tried to cancel it immediately. I could understand if it had already been shipped, but no one has lifted a finger.
Business Response
Date: 10/13/2022
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: 10/14/2022
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.
[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,
*****
Wow, even your response is as pathetic as your customer service. "we have reached out to them for a resolution" Who is them? Because no one has reached out to me for a resolution. Never got a solid confirmation from you company that your not going to continue to try and charge me. Last I heard is if I cancel I'm going to get a "penalty" Eventually after calling and calling asking for a supervisor someone called me back from an unknown number, saying they will attempt to stop it and if I were to get charged they would give me a credit but couldn't give me any details on what that actually means. I haven't received the machine so I assume you cancelled it, but an actual confirmation would be great. No one at your company seems to be able to give solid information. When question their response is " I am not sure" . You're better off just selling your product through retail stores that stand behind their word and have actual return/ cancel policies.
Business Response
Date: 10/18/2022
We left a voicemail for the customer on 10/18 at 8:46 am est. Please contact Keurig with any further questions.
Initial Complaint
Date:10/08/2022
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.
So I have a keurig thats doesnt work that I purchased at target. I dont have the box or the receipt for it. I called into to keurig to inform them that my coffee maker isnt working they do the steps and troubleshoot which failed, my coffee maker isnt working it wont turn on. After speaking to them they said they can offer me only 10% off and thats the best they can do because its out of warranty. I purchased this in 2021 and I didnt know just because you guys dont make it now I have to get a whole new one. He said theres nothing he can do. No manager or anyone can give me a new one. This is horrible and this isnt right at all. Im beyond mad that now I have to purchase a new one and this company is failing to help its customers
Business Response
Date: 10/12/2022
Thank you for contacting Keurig. We are sorry to hear our customer experienced a problem. We reached out to them on 10/10 with a resolution. Please contact Keurig with any further questions.

Customer Answer
Date: 10/12/2022
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

I dont agree with the outcome I had to buy Whole new coffee maker and they failed to have the one replacement or fixed.

Regards,
******

Business Response
Date: 10/12/2022
We apologize, we did let the customer know that if he can provide a proof of purchase we can assist him further. The serial number he provided has already been replaced.
Initial Complaint
Date:10/06/2022
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.
I noticed a charge of ****** recently on my charge card. My only order with Keurig was satisfied last year there is no reason that I should have been charged. **************** is no help and no one has returned my several calls.
Business Response
Date: 10/11/2022
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:10/05/2022
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 ****** on Monday morning at $119.00 and a few hours later the item went on sale at $79.99. Thats the first problem. I called but no one has called me back yet. I was assured that the company would call me back right away. The second problem is that I was charged an extra $100 and Im not sure why. It may be because I purchased a Keurig smart ****** last year in September/October and it broke within 4 months and I not only wrote an e mail but I called to make absolutely sure that I was not charged the other $100 because their poor working machine had broken. I simply want my money back. I did this all on their app. They no longer *** sell that smart ****** so what does that say?
Business Response
Date: 10/11/2022
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:10/05/2022
Type:Billing 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 ordered a coffee starter kit last November- *********. The coffee maker was out of stock. Email- ************************** They sent the coffee ( part of the discount is that you need to buy 16 boxes of coffee to qualify) . I couldn't reorder the coffee pot as my email was already associated with a starter kit. Can only have one I guess. I reordered the starter kit under my personal email *************************** order #*********. the coffee and the maker came. I wasn't allowed to cancel the order under ************************ without a penalty. So I purchased 16 boxes of coffee for both accounts. I'm down to 4 boxes left for ***************************. each time it goes to process the payment, it automatically cancels my account and wants to charge me 90 dollars. I have called multiple time and been assured that my order will process. This last time I was told to wait a month, I did and the system canceled my account again. I either want my last 4 boxes of coffee or to cancel all together without a penalty. I used the same form of payment for both accounts. Card ending ****.
Business Response
Date: 10/06/2022
Thank you for contacting Keurig. We have reached out to the customer with a resolution. Please contact Keurig with any further questions.

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