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

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

• 

  Dr Pepper Snapple Group

  100 Aviation Pkwy Waco, TX 76705

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

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:10/03/2022

  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.

  The company will not honor the warranty of the coffee machine that was purchased less than 12 months ago.I originally sent all the information about the coffee machine in June when it broke and I never received a replacement for the machine.I sent the information again today, Oct 3 and they still will not honor the warranty. I sent the serial number, the purchase information, and the pictures of the machine. They are now trying to say that the pictures aren't good.They have made every effort to delay sending me a replacement.

  Business Response

  Date: 10/04/2022

  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: 10/04/2022

  [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:10/02/2022

  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.

  We had to buy a new coffee maker, our last Keurig quit working. This new Keurig won't fit our normal size mugs under it. I have called and talked to supervisors, and they say they are so sorry and want to help us. However, they do not get back to us they just let it go. The whole purpose of a Keurig is to use your own mugs. We have had multiple other Keurig machines and they all fit any mug. They just quit working after a year also, so you are forced to buy a new one.. that won't fit any mugs. Keurig needs to recall their machines and make it right.

  Business Response

  Date: 10/04/2022

  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: 10/04/2022

  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:09/29/2022

  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/Dr.Pepper produced a product called Drinkworks. This machine was a home bar, purchased as a Christmas present on 12/08/22 for approx $500+. Weeks later, the company announced closure and gave us an opportunity to have the money spent on a product they knew would become obsolete within weeks of purchase. We filed all appropriate paperwork long before the deadline date, received our reimbursement ID# and, to date, have never received our monies. I have all paperwork from the date of purchase. We have the reimbursement id# proof and have called several times only to be told the process was backed up due to the many individuals requesting their money to be returned. I have also emailed Keurig to which they basically said there was nothing that they could do. This is a completely poor business practice and the machine should have never been sold when the company **** well knew they were ceasing production when the sold the unit to us. We would like what was promised our monies returned as the machine is useless. Thank you.

  Business Response

  Date: 09/30/2022

  Thank you for contacting Keurig. Please provide a receipt as well as a photo of the serial number so we can look into this further. Thank you

  Customer Answer

  Date: 10/02/2022

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

  Business Response

  Date: 10/04/2022

  Thank you for providing the serial number. However we do need a receipt from the retailer you purchased it from. The credit card statement does not show where or what was purchased. Thank you.

  Customer Answer

  Date: 10/04/2022

  I have attached a picture of the online purchase. This product was purchased directly from Drinkworks online.. on their website

  no receipt was received.. just an order number, the list of products purchased and we already provided the matching credit card statement .

  Again, we purchased this product directly from Drinkworks site as we are in Central upstate NY., product was only available online directly from Drinkworks. 

   

  Thank You! 

  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: 10/13/2022

  Thank you for contacting Keurig. We have reached out to the customer directly to assist them. 

• Initial Complaint

  Date:09/21/2022

  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 received a Keurig coffee brewing machine for Christmas. Every day it leaks water from the bottom of the unit. I contacted the company several times and provided all the information they requested. All my calls and complaints fell on def ears. No replacement was made under warranty. They refuse to replace the $300 unit.

  Business Response

  Date: 09/22/2022

  Thank you for contacting Keurig. We have replaced the ****** you are inquiring about already. Please call us if you have any further questions.

• Initial Complaint

  Date:09/15/2022

  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 purchase Schweppes from a Publix store on *********** in ************ **. The product appeared to be spoiled and ultimately gave my guests and I indigestion for few days which caused me to consult with a medical professional and purchase medicine. Publix put me in contact with the manufacturer of this product and no solution has come out of it. I turned in the defective products to Publix in order to return it to the manufacturer for inspection.

  Business Response

  Date: 09/21/2022

  Thank you for contacting the hot side of Keurig. We have forwarded this over to our cold side with Dr. ********************* Thank you

• Initial Complaint

  Date:09/13/2022

  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.

  Hello ***, I have drank Bai Puna Coconut Pineapple waters for many years. For the first time, out of 12 new bottles that I purchased, three of the waters are the color of muddy water. It is shocking the difference in color. I googled this and there are many customers on Amazon that became sick, or found the dark ones disgusting. I also give these to my grandsons. There is no way that I would allow them to drink these 3 and or myself. There is no sediment, just brown water instead of clear. I read that brown coconut water is old and stale. Can you at least send me a answer to help me to understand. Also, could you send me coupons for 3 new bottles and or new drinks. Thank you, **************** did not know Dr ******************** and Keurig were your company. This week we actually bought the new Keurig Coffee machine and we only drink Dr ********************.Dear BBB, Above is the actual email that I mailed to Bai August 30,2022, Sept 4 and the 5. Never any reply. I used the email which states online by customer service to send too. ************************* On September 4 and the 5, I resent to that email and also ************** I Believe for such a huge company, this is unacceptable. I just had sholder surgery and decided to see if you could get them to answer. Thank you BBB. *******

  Business Response

  Date: 09/21/2022

  Thank you for contacting Keurig hot. We have forwarded this over to Dr. ******************** on our cold side to handle. Please contact us if you have any further questions.

  Customer Answer

  Date: 09/24/2022

  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,

  *******

  Best I can tell, someone possibly might have left a voice message that was very difficult to understand and was talking very fast.  They left no number and sounded like they didn't care about me contacting them back.   They never called back the rest of the week.  The phone the message came from had a blocked number.  I am not even sure it was from them.  Sigh  

  Business Response

  Date: 09/26/2022

  We left a voicemail on 9/21 as well as sent an email to respond. Please contact Dr. ******************** with any further issues since you have reached Keurig on the hot side.

  Customer Answer

  Date: 09/26/2022

  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 DO NOT accept the past two pathetic responses from Dr ******************** ~ *****!  They did not leave me any number, email, or person to even contact.  They have zero **************** and not concerned with the people who purchase their products.

   This 2nd response is a joke. They NEVER sent me a email and the message was unprofessional, poor quality of a man talking very quickly and hard to underestand anything he said.  He did not leave any contact info for me to even call back.  He called from a blocked number.  

  I am a grandmother and it saddens me how corporate America seems to not care about their customers any more.  *******

   

  Business Response

  Date: 10/03/2022

  Hello, we called consumer again on 9/27/2022 and left a message and call back number.
  

  Customer Answer

  Date: 10/04/2022

  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,

  *******

   

  This person is Not telling the truth about leaving a call back number!  Such run around over a simple resolution.  He said something about coupons to send to replace the bad ones.  Well....they have my address.  I truly do not get why they continue to leave a message and DO NOT leave me a number to contact.  He was nicer this time and spoke more clearly.   

• Initial Complaint

  Date:09/07/2022

  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 have been having issues with the descaling process of the Keurig * supreme plus since owning it. I have had other Keurig model for years with no issues at all not one time. When first having and issue with the * supreme it caused coffee grinds to enter a cup of coffee and grinds of coffee was everywhere and I returned it to Bed Bath and beyond,they replaced it without an issue it was only a couple of days old at that time. Forward to 2021 I had an issue again this time during descaling the ****** and ot turned off and would no longer work I called Keurig and they replaced it. Now sometime after that when descaling the ****** no problems but afterwards it happens again and again around June 2022 there's yet another issue and this time I called and had a rep from Keurig walk me through the process but it happened again but I was told don't worry we will send you another one at that time I requested to please expedite the shipping and jave someone look into this problem with descaling this model and was told that I could speak with a manager and everything would be documented in the system and they would have corporate get back to me but no ever did fast forward to now and I called again because it is now time to descale this ****** as per the display. I called Keurig and once again explained all of the above and was walked through descalling the ****** as to not have a repeat of the same problem but that failed and now I am being told after they garranted they **** just replace my Keurig that they will not do so until they receive the old non working ******. I also was told that I would have to find a way ro package it and send it in as per the email sent by Keurig. I sorry but this is very unfair when I have begged and pleaded to Keurig to please look into this defect or descaling process because it seems that there's something wrong and may cost the company a loss in revenue to continue this way and now they are punishing me for my good deeds.

  Business Response

  Date: 09/12/2022

  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: 09/12/2022

  [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:09/07/2022

  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 bought a coffee machine from Keurig December 12, 2021. It stopped working the beginning of June. I paid $169.59 for this coffee machine. They sent me a replacement frother cup-that did not work. So then I had to call back to go through all the channels again for a replacement. Finally by the end of June the were going to send me a replacement machine-I had to send the paperwork and photo requirements for this replacement machine. It came-same issue-frother did not work. I called back frustrated-they said they would send me a replacement cup-I said no I'm not doing that. I'm wasting money having to go out for coffee every day. They sent me another machine-frother not only didn't froth-by day 2 of trying stopped running at all. They told me to use different milk-I said that what I used worked before but I tried every kind of milk. They were going to send me another machine -I said NO. I now have 3! I went out and bought another brand. I called for a refund-they had me on the phone for 1 hour and 40 minutes. Could not locate my order number-she said I could have a refund and would have someone call me in the next 2 days from a different sept-they never called. I sent emails bc I do not have the time to call for another hour and 40 min-as I have a small child and work. 10 emails!! Keurig wrote me back August 8th and said they would send me another machine-NO I want a refund-they said no. Not only has it been frustrating w a broken machine, extra cost in going to ********** then having to go buy another machine, spend hours on the phone and email with nothing back from Keurig. I work really hard for my money as a single mom with 2 kids. I make 50cents a claim for my job-that's about 340 claims. I want my money back like I was told when I was on the phone. You don't have a rep tell you yes-then another one no. I've never been so frustrated. Not only is every dollar important -especially today but all the time I have had to put into this-my time is valuable too.

  Business Response

  Date: 09/12/2022

  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: 09/12/2022

  [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:09/06/2022

  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.

  My coffee pot wont heat up to work just quit.

  Business Response

  Date: 09/07/2022

  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: 09/08/2022

  [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:08/27/2022

  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 doesn't assist you with a supervisor they claim they are but never do. I have called several times and always get told I will get called back and never do. They won't even put you on hold. They say they have to have a supervisor call you back. I am trying to resolve a issue with their smart auto ship and no one cares to help at all the system doesn't work right and not user friendly at all

  Business Response

  Date: 10/04/2022

  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.