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.

  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

• 

  Keurig Green Mountain, Inc.

  687 Marshall Ave Williston, VT 05495-7540

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:05/02/2025

  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 purchased on July 3, 2023 a K-Supreme SMART Single Serve Coffee Maker. While making a cup of coffee, the ****** shut down, and will not turn back on. I have researched this issue and many state it's the thermostat. Keurig offers an extended warranty if you connect or attempt to connect your ****** to WiFi through the Keurig app at least once each ninety days during the first 2 years from date of delivery. We do use the app periodically, not daily. Since the ****** is currently not able to turn on, it is currently not connected to. I have contacted them numerous times, been put on hold several times and I'm now waiting for their IT department to research the last time WiFi was used.

  Business Response

  Date: 05/06/2025

  We regret that our customer encountered an issue. After verifying their eligibility for the extended warranty, we processed their replacement order on 5/5. We apologize for any inconvenience and appreciate their patience. Thank you.

  Customer Answer

  Date: 05/06/2025

  [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:04/30/2025

  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 original Keurig machine in November 2024 from **********. After it failed, Keurig replaced it under warranty. That replacement unit has now also failed within 6 months of the original purchase. I submitted all necessary documentation, but Keurig is refusing to honor the warranty, stating I must go through the retailer (******) for a refund even though this is clearly a manufacturer warranty issue and not a retail return request.

  Business Response

  Date: 05/01/2025

  We apologize for the inconvenience the customer experienced. On April 30th, the customer reached out to us via email regarding their ******, which was not functioning properly. We informed them that we would be happy to assist with troubleshooting and, if unsuccessful, we could explore warranty options. However, the customer expressed that they were not interested in troubleshooting and instead demanded a refund.
  We kindly explained that we were unable to process a refund since the ****** was not purchased directly from us, and advised the customer to contact the retailer where the purchase was made. Unfortunately, the customer declined to follow this suggestion.
  Should the customer reconsider, we remain ready to troubleshoot the issue and explore warranty solutions. We encourage them to contact us directly for further assistance.

  Customer Answer

  Date: 05/01/2025

  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 appreciate the opportunity to respond.Unfortunately, Keurigs explanation leaves out key context and misrepresents the nature of my request. Here are the facts:

  
  I purchased the Keurig Duo in November 2024 through *******
  The unit completely failed in February 2025, and I contacted Keurig, who issued a warranty replacement.
  The replacement machine also failed less than 3 months later with the exact same issue.

  
  I contacted Keurig again in April, clearly stating that this was not a standard troubleshooting scenario. I had now experienced the same failure twice under warranty, with the same model.
  At that point, I asked for a refund due to accumulated product failure. My request was based on the fact that I had now owned two defective machines within a six-month period.
  
  Keurig's response claims I refused to troubleshoot, which is not accurate. I had already been through troubleshooting with the first machine, and I was not interested in wasting more time repeating steps that had clearly not resolved the underlying defect.
  
  Their suggestion to contact the retailer also fails to acknowledge that this was their own replacement machine, not a unit I purchased separately. The original purchase was made through ******, yes, but the failing unit was issued directly by Keurig under their warranty program.
  
  This is not about refusing to troubleshoot.
  This is not about declining to contact the retailer.

  
  This is about a customer receiving a defective product, receiving a second defective product, and asking for accountability when the issue repeated itself. I provided receipts, serial numbers, and documentation, and was essentially told that unless I was willing to go through the motions again, I was out of luck.

  
  This kind of response from a major brand is frustrating, dismissive, and ultimately unprofessional. At no point did Keurig offer a refund, partial credit, or alternative model, just more scripted responses and recycled troubleshooting options that had already failed.

  
  Respectfully,I reject their characterization of events and stand by my request for better resolution and for others to be aware of this pattern.
  
  Respectfully,

  Heather

   

   

  Business Response

  Date: 05/07/2025

  Thank you for the feedback. At no time did the customer request another model, just a refund. We left them a voicemail on 5/7 to discuss replacing with another model. Thank you.

  Customer Answer

  Date: 05/07/2025

  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. 

  Good afternoon, 
  At no point during the original email exchange did Keurig offer a different machine or model. The only phrase used was to proceed with the replacement process, which I understood, based on prior experience, to mean sending the same model that had already failed twice.

  
  My insistence on a refund came from that very knowledge. I had already received a warranty replacement once, and that second machine failed within three months. I made it clear I was not open to another machine.I wanted a refund because I had lost confidence in the product.

  
  Keurig customer service refused that request, stating that I would need to contact the original retailer. However, the failing unit in question was not from ******. It was sent directly by Keurig as a warranty replacement. Telling me to contact a third party for a product you issued is both illogical and evasive.

  
  Amazon, for the record, had already closed the return window for the original purchase. But after reviewing the full situation, they made an exception and agreed to issue a refund, as long as I returned the machine, which I did. That refund was granted in spite of Keurigs handling, not because of it.

  
  Furthermore, your published warranty documentation contains no language stating that refunds must be handled exclusively through the original retailer. That condition is not listed anywhere in your policy.Directing customers elsewhere while omitting that from your public terms is misleading and unfair.

  
  The voicemail I received on 5/7 made no mention of offering a different model or any specific resolution. It simply left a name and callback number with no explanation. If a different model was truly being considered, it was never communicated. Only in this BBB response is that being implied.

  
  I am not confused. I am thoroughly disappointed by how this was handled. This response is an attempt to reframe the timeline and downplay the lack of support I received. I reject it.
  This matter is closed because I resolved it without Keurigs help.

  
  That said, while the issue is technically resolved, it came at the cost of time, frustration, and unnecessary escalation. Given the effort involved, I believe a gesture of goodwill in the form of product credit or compensation would be appropriate.

  
  I remain a customer, albeit a disappointed one. But acknowledging this experience with action and not just words would go a long way.
  
  ******* ********
  
  
  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,

  Heather

   

   

• Initial Complaint

  Date:04/28/2025

  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 was given a Keurig Coffee Maker, Serial Number **************** as a gift for Christmas, I registered it. The coffeemaker broke the first time I tried to descale it using Keurig descaler, and essentially the Keurig fried the electronics in the ****** and it no longer works, I tried an online chat with the company and a phone call where I was kept on hold for more than a half hour, to be told even though I registered it, I need the sales receipt, it was a gift and the gift giver, my daughter, does not have the receipt, Keurig refuses to honor the warranty.

  Business Response

  Date: 04/29/2025

  We apologize for the inconvenience our customer experienced. To process warranty replacements, we require a receipt to verify the purchase date under our one-year warranty policy. During our conversation with the customer on April 28, they were able to locate the receipt. We are now just waiting to receive it in order to proceed. Thank you for your understanding.

• Initial Complaint

  Date:04/27/2025

  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 took over a month to replace my coffee maker after a technical issue with the product. I have the same technical problem occurring again and the ** *** said it cannot be replaced even though it is the exact same issue. This model is faulty. They stated with the original coffeemaker that they couldn't replace with a different model. The model # ****.0100.RV5PB3Z This model is faulty and I would like a different/compatible model knowing this is the second occurrence of the same issue.

  Business Response

  Date: 04/28/2025

  We are sorry to hear our customer experienced an issue with their ******. Unfortunately, as the ****** is no longer covered by the one-year warranty, we are unable to provide a replacement free of charge. However, we are pleased to offer a discount on a new model as a goodwill gesture. Additionally, we proposed sending a replacement cold water tank that might resolve the problem, but the customer opted not to accept this solution. Thank you

  Customer Answer

  Date: 04/29/2025

  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 Answere

  
  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:04/26/2025

  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 new Keurig K-Supreme coffee maker after a Keurig I'd had for nearly 10 years started having issues. The K-Supreme stopped powering on about 10.5 months after purchase. I'm not a typical coffee drinker that needs freshly brewed coffee everyday and I've had some family issues to attend to that have taken all of my free time outside of my full time job, so I didn't prioritize calling their customer service for assistance until today, even though it's been 14mo past my purchase date. As I was researching how to troubleshoot the issue online, I read that this is a common problem with this model and Keurig has admitted this to some of their customers they've provided replacements to, so I figured they'd be reputable enough to want to provide good customer service and make things right. I was mistaken, they were not very friendly and the best they would offer is a 25% discount on a new product, which as many other people have mentioned on their BBB complaints, is inadequate considering the length of time the machine was operable and their awareness of this issue. They're continuing to sell this faulty product at a deep discount. Keurig has determined they're willing to accept the risk of people complaining within the 1 year warranty and them having to send a replacement, because it is worth the reward of selling as many as possible. They're rolling the dice that the product will last a little over a year without the common issue occurring and/or their customers won't call to complain within the warranty window, like myself. This is an unethical business decision in my opinion. They should be held accountable and should want to make things right for customers that purchased this product if they expect to retain any type of loyalty. I will be sharing my experience with everyone in my family and community and do not intend to give them any of my business again unless they adequately remedy this situation.

  Business Response

  Date: 04/28/2025

  We are sorry to hear that our customer encountered an issue with their ******. As the ****** is no longer covered under the one-year warranty, we are unable to provide a replacement. However, we extended an offer for a discount on a new model, which the customer chose to decline. Thank you 

  Customer Answer

  Date: 04/28/2025

  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. 

  They offered 25% off of a new product. No customer should have to replace their product within such a short amount of time. It isnt fiscally wise to pay for 75% of a new Keurig coffee maker every 15 months if the company is knowingly selling poor quality products and is prioritizing profit over customer satisfaction and retaining a positive brand reputation. 

  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: 04/28/2025

  We regret that the customer is disappointed with the 25% discount offer. A coupon for 25% off a new coffee maker has been provided. If they decide to reconsider, we would be glad to honor it at a later time. Thank you.
  

• Initial Complaint

  Date:04/25/2025

  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 one cup keurig 8/2024 Iam having trouble with the descaling light not turning off after scaling. I have called keurig many times with no help trouble shooting my last call I was promised a return call from a supervisor and have yet to receive one. I would like a call from a supervisor **** to resolve my problem. Very poorly run customer service

  Business Response

  Date: 04/25/2025

  We apologize for any inconvenience our customer experienced. When they contacted us on 4/24, they declined to share the reason for their call and requested to speak directly with a supervisor. Although no supervisor was immediately available, one returned their call later that day at 3:48 PM. A voicemail was left providing our contact number, **************, and inviting them to call back at their earliest convenience. Thank you

• Initial Complaint

  Date:04/23/2025

  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 been trying to reach keurig about a warranty issue on a ******. They have been unresponsive and have yet to resolve the issue.

  Business Response

  Date: 04/25/2025

  We apologize that our customer experienced a problem reaching us. We reached out them on 4/24 to help resolve their issue. Thank you 

• Initial Complaint

  Date:04/22/2025

  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 maker was a gift. They asked for serial number and it was under warranty. They said they would send a new coffee maker. When I went to fill out my address to be sent they wanted a receipt. It was a gift so I dont have a receipt. They know the serial number and originally said they would send a new one. Now they want me to find a receipt for a gift. How can they be done

  Business Response

  Date: 04/22/2025

  We regret that you had this experience and appreciate you taking the time to share your feedback with us. To process all warranty claims, we require proof of purchasesuch as a receipt or order confirmationto verify the start date of your warranty period.

  If your item was a gift, we recommend reaching out to the gift giver for a copy of the receipt.
  

  Thank you for your understanding.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello:I participated in a promotion held by Core Hydration water, which Keurig Dr Pepper owns.The name of the sweepstakes was CORE HYDRATION NEW YEAR NEW YOU INSTANT WIN. I won a $500.00 e-gift card on February 20, 2025 at 11:49 pm, I received a text congratulating me after having confirmed my phone number. I was supposed to receive an email with instructions on how to receive my prize after they verified that my phone and address that I used to enter the sweepstakes was correct. Many weeks went by and nothing happened, so I contacted them and after waiting several more weeks they now say Im ineligible which is not correct and they dont even give an explanation. Would appreciate your help because this is unfair. Thank you ******* *********

  Business Response

  Date: 04/30/2025

  We apologize for the inconvenience our customer encountered. We have successfully resolved the issue, and the gift card prize was emailed on 4/29. If you have any additional questions, please don't hesitate to reach out.

  Customer Answer

  Date: 05/05/2025

  [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:04/21/2025

  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.

  Requested ***lacement Keurig and received 4-19-25, order number: *********. The coffee pot does not connect to internet, does display type of coffee, and would not register. Called company they told me: The white coffee makers are not updated to the correct software and they have to send me a new one in a different color.Why is a company SENDING OUT MERCHANDISE THAT IS NOT WORKING TO PEOPLE. The *** said. We send them out but white does not work.I called back on 4/21/25 to speak to a manager and was told no managers available. Stated we have calls coming in and no one is available. What company has no manager available.I received a message from *** my package is delayed because it was never received. Spoke to Marde and he no idea of anything. Each time to speak a ***, they do not listen to what you are saying and cannot understand them.I want this company investigated and stop being able to sell products to people knowing it is bad.Why are they selling white pots on the website and they are not updated to work properly.Very poor company.

  Business Response

  Date: 04/25/2025

  We apologize for the inconvenience caused to our customer. On April 24, we reached out to express our apologies directly. We are actively coordinating with our warehouse team to ensure a swift resolution. A replacement ****** will be sent to the customer shortly. Thank you for your understanding and patience.