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Business Profile

Coffee and Tea

Keurig Green Mountain, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

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

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Keurig Green Mountain, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 372 total complaints in the last 3 years.
    • 158 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 that included Dunkin' Hazelnut 66 K cups. I was sent 3 boxes of 22 that did not taste like hazelnut, they tasted like stale water with slight coffee flavor. Not even drinkable, all 3 boxes. I made FOUR attempts to get this corrected and all four contacts I had to keep giving all the same info and answering all the same questions. A very intentional waste of time, I guess in hopes I will give up. They kept claiming the customer service person emailed me, but no emails came, none in spam, none in email. On my fifth attempt, again going through ALL the same nonsense, they offered me coupon for 4 free boxes to replace. They then sent me the same use by date, all boxes with the same issue. No flavor, don't taste like hazelnut or drinkable coffee. I attempted to contact them again, now 4 times again, and they are now offering a coupon for 2 free boxes. I don't want more bad undrinkable coffee, and will not keep calling./emailing/chatting this time wasting nonsense seems to be intentional. No one could possibly be this incompetent. Clearly there is something wrong with this batch/use by date. I don't want you to keep sending it to me. Replace all 66 k cups with a DIFFERENT batch or give me back my money. Not sure when Keurig customer service went from being great to being absolutely worthless but here we are. Such a disappointment as they used to be very easy to contact and now you can't get anyone to help they just keep asking for the same info over and over that you already gave and then dump you to someone else. I just want the coffee, clearly there was an issue with the use by Dec batch don't send me that, if you can't send different batch refund mat money and reward points used on this order. I just want what I ordered- 66 Dunkin Hazelnut k cups. Look at all my prior contacts to see batch info and numbers from all the boxes, I've sent a million times.

      Business Response

      Date: 02/26/2025

      We apologize for our customers experience. We left them a voicemail letting them know we will be refunding them for the three boxes of coffee. 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:

      While I accept this solution, it should not have taken filing a complaint with BBB to get them to assist me for something so clear and get them to actually help me.  I gave the company so many chances and they just I refused to help. How far they have fallen from the company they once were. Bad coffee followed by bad customer service after I tried so many times to get them to help. The coffee and cust service used to be great.  Probably going to have to get rid of this Keurig machine.  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:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 K-Duo Essentials on 9/16/24. In January, the coffee pot side stopped working -- the heating element would not warm and it would not brew coffee. I contacted Keurig for my 1-year Warranty ***lacement and by direction from the customer service agent, I obtained the 'serial number' from *******'s (the place of purchase) customer service team because I was told it could be found on the proof of purchase, but it was not there, and I could not find it on the back or bottom of the machine. Keurig then sent me a link to upload proof of purchase and photo of the serial number which directed me to remove the water tank and find the serial number hidden on the back (which would have been helpful to find the first time!) According to them, the serial numbers did not match and they denied the ***lacement. I called in again a few weeks ago to see what the problem was and they told me they were escalating to a Supervisor and I would receive a call the next day. I never received a call so I submitted another email to the open ticket. That was 14 days ago and I still have not heard back. I only own 1 Keurig and I'm only asking for the machine to be ***laced for a known issue (there are dozens of customers online that state their heating element also quickly broke after purchase) while I am well within my 1-year warranty. The fact that I cannot get ahold of anyone to finalize this situation (only being told it's being escalated, but never followed up on, or no email responses) is very frustrating as this is a $100 machine that currently does not work and I'm asking for what they guarantee, a ***lacement. I appreciate your help -- no one should be dismissed after seeking guidance from a customer service *** when they are well within their allowance to make an ask of a business that promises a ***lacement.

      Business Response

      Date: 02/21/2025

      We are sorry the customer experienced a problem. We spoke to the customer on 2/21 and let them know that we would not be replacing the ******. The serial number provided by the customer does not match the photo of the serial number submitted. We would be happy to offer a discount but will not be honoring the warranty. The customer did let us know they would report this to the BBB.

    • Initial Complaint

      Date:02/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      only received an email notification 7 hours ago that this order was being processed. want to cancel the order but getting the runaround.

      Business Response

      Date: 02/26/2025

      We apologize for the inconvenience. We have refunded the customer back for the order they were trying to cancel. Thank you

      Customer Answer

      Date: 02/26/2025

      [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:

      Customers should be given an adequate amount of time to cancel an autoship order - you didn't give me that courtesy.  Also, when a customer attempts to cancel an order, you should honor that request and not put up such a fight. After this experience, I will no longer be purchasing from you due to this bad experience.  Also, I will be sharing my bad experience with others, so that they may avoid the same hassle that you have caused me.

      All you have accomplished with this controversy is damaging your business reputation.  You reap what you sow.

      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:02/18/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      In December of 2023 I purchased a Keurig K-Supreme Plus Special Edition Single Serve Coffee Maker, from ******. In January of 2025 the coffee maker started spewing liquid in only 1-2 ounces at a time and the temperature was lukewarm warm at the hottest setting. I called Keurig to let them know. I expected keurig to take responsibility for this issue after over ***** reviews stating this is a common concern with this model so numerous complaints. I was told by your representative that there was nothing to be done. After I asked for a Supervisor the same representative i was talking to passed herself off as the supervisor. After disconnecting the call I reached out on Messenger to state my complaint on the ****** and a ****** *. From CORPORATE CONSUMER CARE emailed me with this service request SR0008087021 number to get 50% off a ******. But i didnt want a refurbished or one with no warranty. So I purchased a brand new one from ****** on 2/16/25 receipt will be in photos. In the box there was a flyer from keurig stating 50% off 5 boxes of k cups. As I was registering my coffee maker on your site there was the same offer of 50% off the boxes. It stated after registering I would receive an email with my offer. Well it never came. Only a 100 points. I called your customer service number and i was accused of getting a ****** from keurig. I stated no it was brand new from ****** and explained i didnt get my 50% off code. *** stated i had to order it right then over phone ( I dont give my credit card numbers) I stated no that as stated on your site i should get the code and be able to take my time picking what i want. Not to be rushed. *** then stated that i was to receive the code in an email after we ended the call. Well that was FALSE and very deceptive. I NEVER Received anything. This has been so upsetting dealing with your company. I have had a ****** since the first Brew 100 came out. And to be treated with such disrespect and dishonesty doesnt show well on you.

      Business Response

      Date: 02/21/2025

      We are sorry our customer experienced a problem. We spoke to them on 2/19 and resolved their issue. Thank you

      Customer Answer

      Date: 02/21/2025

      [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:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Gifted a coffee maker that stopped working. Fixed that part myself - however now the 5 needle system floods and k-cup and pours water into the cup so fast it overflows and spills grounds and water everywhere.

      Business Response

      Date: 02/19/2025

      We are sorry our customer experienced a problem. We sent them an email asking for them to contact us so we may assist them. Thank you

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 machine with the starter kit. It stated 4 free boxes and only 12 needed to purchase after. So initially with the order I purchased 8 boxes so only 4 boxes are left to purchase until November. I contacted customer service prior months ago and they said it would be fixed but to this time still nothing.

      Business Response

      Date: 02/21/2025

      We are sorry our customer experienced a problem. We spoke to them on 2/20 and advised the meter has been adjusted to 11 boxes with a 5 box commitment remaining. Thank you

      Customer Answer

      Date: 02/21/2025

      [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:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ive been sitting for a while trying to figure out what to do with this. 2 cans in a 12 pack completely empty. Leaked all over apparently. Stain in my rug.

      Business Response

      Date: 02/18/2025

      We are sorry to hear our customer experienced a problem. We emailed them on 2/18 since the phone number provided is not valid. Thank you

      Customer Answer

      Date: 02/19/2025

      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. 

      please no phone calls.  I replied to their email.  

      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: 02/26/2025

      We attempted to send the customer a digital coupon but they declined. We are sending the customer a gift card to their home address. Thank you

      Customer Answer

      Date: 03/02/2025

      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 understand a gift card is in the mail but hasnt been received yet   Unfortunately I cant delay this response so I have to reject until it is received in hand   

      [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:02/14/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am missing a box from this order (the McCafe box) and I have sent multiple emails with no response. Also the link to the form for issues with an order won't let me submit the form with multiple attempts. I have attached the screenshot for that. I paid for 6 boxes of Kcups and received only 5.

      Business Response

      Date: 02/18/2025

      We are sorry the customer experienced a problem. We attempted to call them on 2/17 but their voicemail box is full. We emailed them on 2/17 to assist. Thank you

    • Initial Complaint

      Date:02/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Got the coffee maker as a gift brand new register the coffee maker for warranty machine stopped working with it. Six months company policy machine got oneyear warranty, even though I explained to them this was a gift they still asking me for a receipt in as a resolution, they offered me 25% of a new purchase. I explained to them that if this was the case they should Advertise to each customer to save Receipt in the event machine comes effective. This is false advertising.

      Business Response

      Date: 02/13/2025

      We are sorry to hear our customer experienced a problem. Our warranty requires proof of ownership and receipt of purchase. In order for any claim to be
      considered, both of these items must be provided and deemed valid. We offered the customer a discount on a new ****** but customer was not happy. We consider this matter resolved.

    • Initial Complaint

      Date:02/08/2025

      Type:Product Issues
      Status:
      Answered
      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 coffee maker from ********************************************** for a Christmas gift for my wife. Within 14 days of installation, the coffee maker started leaking water from the bottom of the ******* first call to Keurig was on 1/20/2025. Because I was unsuccessful in speaking to an actual person and having a resolution to my problem, I also emailed on 1/22/2025. Emailing customer service sends an automated email back to call ***************************. I have attempted to call that number multiple times and have never reached an agent. I have held multiple times for over 40 minutes listening to the automated "hold" message without any answer. They do give an option to leave a message, each time I tried that the line was disconnected upon making the selection.I have also called ************ (Keuring Commercial Support). When I speak with them, they refer me to the ************** option 5 that does not pick up the phone. The last time I called ************ I eventually spoke with the customer service lead who said they'd have to "Contact Keurig" and would be escalating the request for replacement and/or service. That was on Monday 2/3/2025. I asked for the lead to send me an email with the ticket number, what the status of the ticket was, who they were contacting, and when I could expect someone to contact me. She agreed, but no email was ever ******* service request # is SR0008053998

      Business Response

      Date: 02/10/2025

      We apologize the customer experienced a problem. We reached out to them on 2/10 and replaced the defective ******. Please contact Keurig with any further questions.

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

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