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.
160 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/20/2022
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 slim Keurig as a present. After using for a few months it wont power on. I called customer service for help they said they troubleshooted by telling me to unplug Keurig and plug back in it still wont power on. They did not offer to fix or replace. I was told to buy a new one and they would give a discount.
Business Response
Date: 08/22/2022
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: 08/24/2022
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.
I returned phone call to Keurig on August 24th and waited 1 hour and 16 minutes on hold, see attachment. After 1 hour and 16 minutes I hear a recorded message that their phone system isnt working. I received an inferior Keurig system and would like it to be repaired or replaced at no cost.

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: 08/31/2022
Hello, we spoke to the customer on 8/30 and their issue was resolved. Thank you
Initial Complaint
Date:08/19/2022
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.
This is the 3rd warranty problem I have had with my Keurig K-Supreme coffee maker. The 1st time I received an immediate warranty replacement. The 2nd time I did not receive a replacement until I tired of contacting them and filed a report with you. Now I have another problem and have spoken with their customer support multiple times. First they supposedly send email instructions to send pictures of the serial number. Never received email. Then they ordered a *** pickup for the faulty ******. Tracking indicates it was delivered to them on 8/11. After two lengthy followup calls I was advised today that a supervisor would return my call. I don't believe it. They confirmed the unit is still under warranty but I cannot obtain any information about a replacement. Their customer service is non existent and I would like to get this resolved. I will never recommend this company to anyone
Business Response
Date: 08/29/2022
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.
Initial Complaint
Date:08/18/2022
Type:Delivery 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. ********************* Inc.53 ********************************************************* ********** This is one of their addresses they keep everything so secretive that customers cannot find a real address I accidentally ordered something on the 13th of august and then called 5 minuets latter and asked the Filipino lady to cancel my account, my order and delete my card # from there files and have a manager call me.She had said "not to worry" BUT never did anything i asked, NEVER canceled the order NEVER deleted my account and NEVER had a manager call **** guess the Filipino clerks they have don't need to follow US business statutes. or any ethics laws, she uses deception and kept the order regardless of what i the customer asked.Two days later I called, and I left an email and no one got back to me no one canceled my account no one canceled my order and they just seem like they were more intent on getting paid orders then caring about customers wishes. I feel for investigation of the company is warranted as the corruption and deception of customers is a daily occurrence they keep customers credit card number on file even if you ask them not to and if you order something for a single shipment they keep your file and account intact and then they converted into an auto shipment and charge your credit card whenever they want. They have no ethical business policies (i guess the overseas employees) A full investigation of there unethical business policies must be carried out .because off the numerous US. Statues and ethical violations.
Business Response
Date: 08/22/2022
We are sorry to hear our customer experienced a problem. We have called the customer to address his concerns.
Customer Answer
Date: 08/22/2022
Even though Keurig refunded me the ethical issues still remain. The *** can refund moneys to customers and sweep issues under the rug BUT the issues still remains. UNETHICAL BUSINESS PRACTICES. a lot of the people they have in the front office that are talking to customers are deceiving them.
The corruption and the numerous violations are just to many to list that's why they must be fully investigated at once based on their numerous violations. ******* prides itself on a complete business ethical practices statures, overseas employees do not follow ************* ethics laws and constantly deceive customers and create numerous violations of the business ethics statues of *****************
Regards,
****

Business Response
Date: 08/24/2022
We have done everything the customer requested regarding his account. Thank you
Initial Complaint
Date:08/12/2022
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.
Im very disappointed and frustrated with this company. I keep getting coffee but its not satisfying my smart delivery for the coffee brewery. I have spent more the machine is worth. I dont get what the difference between smart and auto delivery. Im still spending money on this company coffee. I believe i satisfied my end of the deal. I also, wrote a email to the asking the same question.
Business Response
Date: 08/22/2022
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.
Initial Complaint
Date:08/10/2022
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 purchase February 2022, product stopped working. Contacted manufacturer for replacement, replacement came defective, contacted manufacturer 2nd time, replacement arrived via *** coffee maker was not in a shipping box as were others and keurig security seal was broken. Attempted to contact keurig customer service, representative by name of ***** who would not speak into phone to be heard by customer clearly. Asked service rep to speak clearly and was disconnected call. I have a 6mo old $200 coffee maker that does not work 2 replacement defective and no resolution by manufacturer or *** shipper
Business Response
Date: 08/16/2022
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.
Initial Complaint
Date:08/10/2022
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.
We purchased a Keurig **Supreme ****** on 2/19/2022. Descale light would not go off after descaling process. Called customer service, determined it was defective and sent replacement which we received on 5/3/2022. Replacement machine does not provide consistent coffee temperature and often only delivers a very small amount of coffee then turns off. Contacted customer service 8/5/2022, determined it was defective. They offered to replace with another of the same, however at this point I do not want another of the same. Was told I would be contacted by the corporate team. After several days had to call customer service again since I did not get a call. Was told corporate team would call that day (8/9/2022) but instead received an email saying they sent the same replacement. I made it clear that I was willing to pay the difference in cost to change the model to the **Elite. I have little faith that the replacement will work any better than the first two. Keurig complaint reference number is SR0003031564.
Business Response
Date: 08/19/2022
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: 08/23/2022
[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:08/10/2022
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 had two Keuring Supreme coffee machines - first one stopped working a little after a year, the second one did not make 6 months. The machines need to be "descaled" which is not a problem. The problem is that after the descaling process both machines stopped powering on. I searched on line and found several videos on how to take your machine apart and fix it so that it will power on again. Apparently this is a common problem - one that I should not have to fix after 6 months!
Business Response
Date: 08/19/2022
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.
Initial Complaint
Date:08/05/2022
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 DrinkWorks Machine from Keurig. The company went out of business. I was unaware. I was not notified. Tried contacting company because machine stopped working. I am unable to get a refund or help with the machine. I have pods that I have to use with the machine that I am unable to use. I would like a refund.
Business Response
Date: 08/08/2022
Drinkworks made the difficult decision to close and discontinue the sale and production of its ********** machines and accessories.
Drinkworks provided an opportunity for reimbursement of Home Bar purchases that is unfortunately no longer available. Additionally, the Drinkworks business is now closed. Regardless of where you purchased your Drinkworks Home Bar, the refund offer was only available directly through Drinkworks. We apologize that we are unable to assist any further.
Initial Complaint
Date:07/29/2022
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 received a Keurig Drink works machine as a Christmas gift 12/2021 from one of my best friends. I opened my box on 02/2/2022 to finally use the machine with some friends and noticed there were no pods that came with the machine to use. That day I googled where to buy the pods and went to the nearest store which was Total Wine and Spirits. When i got to the store the manager told me they would no longer be carrying the pods due to the machine being discontinued. I confirmed this information by going on the website and was directed to a website that required me to complete a form that i was eligible for a full refund. I completed the form on ***** Settlement website received a confirmation number and never received any additional feed back. I have called Keurig and ***** numerous times with no answers or resolutions. I called ***** today and was advised by an agent that I was emailed back in March which is not true, advising me that I was not eligible for a refund which I cant understand why i wouldn't. The machine is brand new, never used and the company has discontinued the item prior to my friend purchasing it so now i have an over ****** gift that i cannot use, enjoy or return and the company has failed to honor the full refund that was promised based on the questionnaire received. this has been since 02/5/2022 we are now in 07/29/2022 and still no resolution has been given.
Business Response
Date: 08/02/2022
Thank you for contacting Keurig. If you could please provide us with a receipt and a picture of the serial number we can look into this further for you. We look forward to hearing from you.
Customer Answer
Date: 08/08/2022
[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,

*************************
Customer Answer
Date: 08/22/2022
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.

I noticed my case was closed but still has not been resolved. The company only gave me a case id number for a claim which I already have and was denied with. I explanation from the third party.
Business Response
Date: 08/29/2022
Hi, as we asked before please provide us with a receipt and a picture of the serial number we can look into this further for you. We look forward to hearing from you.
Customer Answer
Date: 08/29/2022
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.
Please see the receipt from the purchase of this item as well as a photo of the serial number listed at the bottom of the machine.

There has already been a request made through ***** the company which was supposed to issue the refund and when I called they said my request was declined but gave no reason as to why. Kureg stopped making this machine and selling items for it locally. The machine was purchased in December never used and I have been unable to find pods to use it.


Business Response
Date: 08/29/2022
Hello, the serial number is located underneath the drip tray in front of the water tank or the lower left back of the appliance. It is not located on the bottom of the machine. Thank you
Customer Answer
Date: 08/30/2022
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:07/21/2022
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.
On February 26th 2022 I purchased a Keurig coffee ****** for *****. After three and a half months it stopped working. They asked for several pieces of information which I provided. I was told I do not qualify for a replacement or refund. I have contacted them through several different means and have not received any information about why I don't get the product replaced.
Business Response
Date: 07/28/2022
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.

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