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

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  Keurig Dr Pepper Inc.

  PO Box 1911 Frisco, TX 75034

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

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:03/20/2025

  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.

  Hello,I called keurig several times, finally got through to an agent who barely spoke English, was on hold for ***** mins while he was troubleshooting and then I asked for a supervisor since we were getting nowhere and all he could offer was 25% ****** keurig isnt working and I need a replacement. I was on hold for a supervisor and the call ended from your end.

  Business Response

  Date: 03/21/2025

  We apologize for the inconvenience our customer has experienced. We left a voicemail on March 21st to address the issue. As the ****** was manufactured in 2017, it is out of warranty. However, we are pleased to offer a 25% discount as a gesture of goodwill. Please feel free to call us back at your earliest convenience. Thank you.

  Customer Answer

  Date: 03/21/2025

  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. 

  You should offer more than a mere 25%. Every time I call Im out 30 mins. Please email me with a 75% off or offer to replace my ****** based on the merits of your poor customer service and my time that is wasted
  
  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,

  Muhammad

   

   

  Business Response

  Date: 03/25/2025

  We regret to hear that the customer is dissatisfied with the 25% discount offered. As the ****** was purchased eight years ago, this discount represents the maximum we are able to offer. Thank you for your understanding.

  Customer Answer

  Date: 03/25/2025

  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. 

  Your customer service is unfortunately below subpar. The keurig was put into use December 2023. A device that didnt even last two years
  
  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,

  Muhammad

   

   

• Initial Complaint

  Date:03/17/2025

  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 an order last week and it was delivered with no problems. I next received an email that another order was placed, that of 3 Nantucket coffee boxes, and was going to be shipped. I did not place this order, my "smart coffee maker" did, which has not worked properly for the last 2 years. As soon as I read the email I called in at 8:08 a.m. EST. I was told by the first *** the order was canceled and that I would get a refund. In the early afternoon, I received another email stating the order had been shipped. I made over FIVE attempts to get this corrected and for every single one I had to give the same info each time. I was put on hold for 20 minutes at a time by several of them. I was told the same thing over and over again. I spent over 2 1/2 hours on this. They claimed a *** emailed me, but there was no email about a refund or canceling the order. I was told I would have to pay for the return shipping. P***osterous! I received a call early this a.m. today telling me they would not approve paying for the return even though it is a glitch with their system. The incompetency is overwhelming and customer service is worthless. They used to be rational and now there is none. It is disturbing to me that it takes me to contact the BBB to make a complaint about this. Terrible customer service. I just want the return shipping paid for by them, not me. I don't have a room in my small apartment for more coffee boxes as I already received my shipment. I have no use for more coffee.

  Business Response

  Date: 03/20/2025

  We are sorry the customer experienced a problem. We have refunded them for order ******** on 3/19. Please contact us with any further questions.

• Initial Complaint

  Date:03/11/2025

  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.

  am reaching out to report an issue with my Keurig coffeemaker, serial number *****************. Recently, the machine has stopped functioning properly, specifically with the K-Cup brewing feature. While the rest of the machine appears to be operating as expected, it is unable to brew coffee when a K-Cup is inserted. This issue has disrupted my daily use of the coffeemaker, and I am disappointed as I rely on your product for its quality and convenience. I have ensured that the machine is cleaned and maintained according to your guidelines, so I am unsure why this problem has occurred. I kindly request your assistance in resolving this matter promptly. Please advise whether this can be repaired or if a replacement unit can be provided under warranty or otherwise. I look forward to hearing from you soon regarding the next steps.

  Business Response

  Date: 03/13/2025

  We sincerely apologize for the inconvenience our customer experienced. On March 12th, we discussed their issue and were pleased to offer a discount on a new ******. Thank you

  Customer Answer

  Date: 03/22/2025

  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 # ********.

  Thank you for your response regarding the issue with my coffeemaker. While I appreciate your offer to provide a 50% discount on a new machine, I must respectfully decline. Your offer is based on the full price of the machines on your website, despite many of them currently being on sale. This raises the question: why would I accept a discount based on the full price when the machines are already discounted?  
  
  Furthermore, if you are willing to provide me with a discount that amounts to upwards of $300, I do not understand why my malfunctioning machine cannot simply be replaced. As a loyal customer who has purchased ********************** products for others and consistently recommended your brand, I find this resolution unsatisfactory.  
  
  I trust that Keurig values its customers and stands by its products. I kindly request reconsideration of my case and hope you will provide a replacement for my defective machine rather than a discount offer.  
  
  Thank you for your attention to this matter, and I look forward to hearing from you soon.  
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/25/2025

  We apologize for any inconvenience. During our conversation with the customer on 3/12, they expressed satisfaction with the offer of a 50% discount along with some free coffee. As previously stated on 3/12, this ****** is no longer under warranty. Thank you for your understanding.

  Customer Answer

  Date: 03/28/2025

  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 # ********. I feel that I should be offered 50% off the sale price. 

  
  
  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:03/07/2025

  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 Keurig supreme Plus smart coffee maker on **** from a company ysf. It was an open box purchase. It was supposed to connect to the internet, which I was unable to do. I called Keurig, giving them the serial number, and they told me that that particular machine was not able to connect therefore they would replace it. Following that I uploaded required information and they kept turning me down for a variety of reasons including the serial number is not valid although they had already said it was valid. They also said I didn't buy it from an approved source, which I don't think is legal, and not even mentioned and theirwarranty. I went back and forth with them for about a week again unable to resolve the issue. They also kept saying this was not a new machine I assumed based on an open box. But the fact is when I got it it was new fully taped up and all documentation with it. The vendor that I purchased from on ****, ysf, was quite supportive during this ordeal and eventually I had to return the machine to them. In addition to not connecting to the internet there were display issues and the machine kept telling me it needed water, went it was full. This required me to unplug and replug to make it functional. This whole process was a disaster.

  Business Response

  Date: 03/10/2025

  We apologize the customer experienced a problem. After reviewing the account, we asked the customer for a receipt. I do not see that we received a valid receipt. Since the customer already exchanged the ****** with the company he purchase it from we consider this matter resolved. Thank you

• Initial Complaint

  Date:03/05/2025

  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 bought a coffee maker from keurig 5 months ago, and the unit stopped working.I called the support line to troubleshoot the problem. The problem could not be corrected by any of the steps they gave to fix the problem, and agreed the unit was to be replaced.However, when I provided the ** code and serial number in a photo from the back of the machine, and a proof of purchase from *******,They responded with these problems 1 - serial number is was considered non valid 2 - proof of purchase not valid 3 - records showed its past 1 year the warranty period( but it was purchased only 5 months prior)4 - records sho the unit was purchased used ( from *******?) really?5 - unit wasnt bought from an authorized dealer. ******* not an authorized dealer? They are clearly intentionally rejecting claims because they dont want to honor their obligation.

  Business Response

  Date: 03/05/2025

  We apologize for the inconvenience. We originally declined the proof of purchase due to an incorrect serial number that we recorded due to agent error. We apologize for the confusion. The warranty replacement has been sent out on 3/5. Thank you.

• Initial Complaint

  Date:03/05/2025

  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.

  I purchased a coffee maker on sale for total with tax for $176.54 on 2/13 that was delivered 2/18. It came with a 30 day refund policy. Several days later it went on sale for $139 plus tax. I called several times and got connected with the company's Off Shore support. I was told they don't match prices. I tried to explain it wasn't a price match from another company, it was just a "price adjustment" since it was within the refund period. There seemed to be a language barrier as they didn't understand. I was told to send it back and repurchase it. It seemed as though it was read from a script and not good for customer service and not good for the company as they would wind up selling the item at a lower price, absorb shipping charges for 2 units and wind up with a used unit. In addition I received 2 boxes of coffee that were not required to be returned and I would receive another 2 boxes of "free" coffee with the order at the lower price. All documentation for the aforementioned prices are attached.

  Business Response

  Date: 03/10/2025

  We sincerely apologize for any inconvenience the customer has experienced. We discussed their issue with them on March 6th and have provided them with coupons to offset the cost.

• Initial Complaint

  Date:03/04/2025

  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 a Keurig Brew plus cold on December 30th 2024. I received the ****** and it acted defective for a month. I complained in February and Keurig offered to replace the ******. The new one shipped on February 11th. Now, today, after very minor use the Keurig will not stay turned on. I open it. It lights up, I put in a k-cup, I close the lid and make my selections, it sounds like it's going to do something and then it shuts itself off. I, again, complain to customer service. They offered to replace the item again. But after going through two of the same Keurig makers in 2 months I have no faith left in this type of machine. I would like my money back. Actually, I would like it exchanged for a different ******. I would like the ****** Single Serve SMART ****** (photo attached). At this point corporate is supposed to be calling me about a refund. However the customer service agent spoke unclearly. She also could not tell me what number would be calling me or when. So, now I'm left in a lurch. I have an unworking product, no replacement, and no Exchange. I am attaching a screenshot of the two orders that have both been defective as well as the replacement item I would like sent instead.

  Business Response

  Date: 03/05/2025

  We are sorry our customer experienced a problem. We left them a voicemail on 3/5 to assist. Thank you

  Customer Answer

  Date: 03/05/2025

  [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:03/03/2025

  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.

  On or about February 3rd, 2025 I placed an online order through the Keurig coffee maker website for a Keurig K- Supreme coffeemaker.I paid $104.94 via a credit card. The coffee maker arrived about 2 days later. Upon attempting to use it, I noticed the lid did not close all the way when there was a pod in it, it also spit coffee grounds into the cup. I called Keurig the same day. They told me to "discard" the coffee maker and they would send me a new one. I did not discard the pot. The replacement pot arrived around Feb 9th and had the same issue. I again called customer service the same day and asked for a free shipping label to return both the makers and a full refund to my credit card. They agreed and sent the shipping label but only for one pot and I didn't receive the refund. I sent the replacement coffee maker back with the prepaid label they sent me but they still have not refunded my card. I called them back and they said their policy is because they sent me a replacement maker, they would not refund my money. I told them that wasn't fair and asked to speak to a supervisor who came on the phone and told me the same thing. I was not satisfied and they said that "corporate" would call me on a first come, first serve basis. That was about 10 days ago and I have not heard from them. I contacted my credit card company to file a dispute and they agreed to handle it for me. So, I made multiple attempts by phone calls to Keurig to deal with this on my own. I consider their policy unfair practice. I was willing to return their defective products in exchange for a refund of my money. When they replaced the original defective coffee maker, they did not tell me about their policy. They just send to discard the original product and they would replace it. Because I did what they told me, I was unable to get a refund of $104.94 for the defective coffee makers.

  Business Response

  Date: 03/03/2025

  We apologize for the inconvenience. We credited the customer back for the original order on 2/25. We suggest they check with their bank if they have still not received the credit. Thank you

• Initial Complaint

  Date:02/28/2025

  Type:Order 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.

  February 18th 2025 I go to use my keurig machine and little to no water came out. I checked the water container. The place where you put the pods and I even plugged it out and let it rest for a little bit before I tried again, nothing. Hopeful, I reached out to Keurigs customer support line to maybe troubleshoot the problem. We went through all the steps and came to a conclusion that the machine is not able to be fixed. The representative advised me to send in my proof of purchase and my serial number. Worried I wouldnt be able to find my receipt she advised me that I could find it on ******** app. I found it emailed pictures of the receipt and serial number to email provided. I purchased the Keurig K-Express Essentials Pacific Blue Single-Serve K-Cup Pod Coffee Maker from ******* November 9, 2024. This coffee maker comes with a 1 year warranty. So I was well within my warranty time. But I received a follow up email saying We have received your photos for your proof of purchase. Upon review, we regret that we are unable to accept your photo(s) as they do not meet our requirements per our warranty policy. Which really confused me because again, I was well under a year. So I responded back again letting them know I was getting my attorney involved and then they responded back saying Thank you for contacting us. Please be advised that we already received your proof of purchase and considered valid. However, the warranty replacement for K-Express Essentials Alpine Blue is currently out of stock. Had they said that initially this could have been a simple fix. So I reach out to the customer care line and they told me that the initial email after the proof of purchase was sent was an automatic response but if I didnt escalate the issue I wouldnt have know that and gave up and would have been out of the money that I spent on a product that I had a warranty on. This is a scam! They send out that initial email hoping that customers give up.

  Business Response

  Date: 03/03/2025

  We apologize for the inconvenience. Our system did reject the proof of purchase that was submitted initially. The serial number provided on the first phone call did not match what our system was seeing when the proof of purchase was submitted. It appears the representative may have misheard one of the digits in the serial number. We apologize a warranty replacement was sent out.

  The customer did let us know via email they would be reaching out to the BBB. Thank you

• Initial Complaint

  Date:02/25/2025

  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 was burned by a machine last year. I have had countless calls and emails with Keurig. They were supposed to send me a coupon to upgrade the machine. I never got this. I called again and again and again, and they said I would get a replacement. I am sick and tired of waiting. This has been over 6 months to replace a machine that burned me!!! I have tried to get them to correct my email address (*******) shut down at least 15 years ago! They cant update my email or street addresses. It is infuriating!

  Business Response

  Date: 02/26/2025

  We apologize for the inconvenience. We attempted to call the customer back in Oct of 2024 but the phone number we had on file did not work. We emailed the customer and asked them for a better number to reach them and we did not receive a response. The customer called us back yesterday, 2/25 and we were able to assist him and replace his ******. He let us know he was going to file a complaint with the BBB. Thank you

  Customer Answer

  Date: 02/26/2025

  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 

   

  I gave Keurig the correct number, email and home address at least 5 times. They did not try to contact me. I had to contact them each time!

  
  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: 03/04/2025

  We apologize we did try to contact the customer. Thank you