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.
158 complaints closed in the last 12 months.

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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:02/08/2025
Type:Sales and Advertising 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 had a Keurig that was registered, Keurig said that they could even see that I had sent in the proper paperwork and that it had been bought less than a year ago. I couldn't remember the exact purchase Date as it was a gift and I didnt keep hard copies after i sent in paperwork and registered it. Keurig then told me that even though I had done all that, they would not replace my faulty keurig that was less than one year old. that they would give me a discount code that i could only use on the full price of a keurig, so it would be even higher than the sale price of a keurig. they offered me free k pods and then told me that I could not even have those.They were horrible, Did not offer a replacement. Did not go through any thing with me to get my keurig working again. These keurigs have complaints all over the internet.
Business Response
Date: 02/10/2025
We apologize for the inconvenience. We are not able to find anyone in our system with the information provided. We would be happy to assist further if they could provide the contact information that was given when they called in. Thank you
Initial Complaint
Date:02/08/2025
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 new Keurig on January 23, 2025. I registered on February 8 2025 My new Keurig was supposed to come with 5 free packs of k pods upon registration. I registered this Keurig, My first Keurig and they did not give me the free 5 packs of pods. I called the number, they told me that I received a 50% off code, but they could also give me a code for 2 free packs of pods, although the 5 pod offer had not expired.i did not want to argue, so i took the offer, as they said i could use both coupons together. I then went to order my K PODS and guess what? I could not use them together. The 50 percent off would not work with my 2 free pods and my 2 free pods would only work on things I would hardly ever drink. Not LIke the 5 free packs of any pods in my Keurig welcome package, this is false advertising. I want my free k pods. THE ***** THAT KEURIG promises to new customers.
Business Response
Date: 02/10/2025
We apologize for the inconvenience. When registering a ******, we offer a coupon for 50% off on up to five boxes, not 5 free boxes (see below). We sent a coupon for two free boxes which was redeemed on 2/8. The coupon for 50% off of 5 boxes is still valid and can be redeemed on a future order. Thank you
For each new Keurig coffee maker you register within a year of purchase, you are eligible to receive a promotion code (limit three per household). Offer valid for 50% off select accessories and 50% off 5 boxes or fewer of select K-Cup Pods, bagged coffee, canned coffee, coffee shots and cold brew purchased on ******************************, while supplies last. Coupon is one-time use only and is valid through 11:59 p.m. PST 30 days from ****** registration date. Valid only on 24ct or smaller boxes of K-Cup pods. Free standard shipping for all orders $29 or more to contiguous U.S. addresses (excluding AK, HI, PR addresses), after any promo codes, discounts, or coupons are applied. Coupon cannot be combined with other offers, does not include Keurig bundles, illy K-Cup pods, Ember Mugs and K-Cycle Bags. Offer is not valid on previous purchases, Rewards Catalog purchases, or Auto-Delivery orders, and is not redeemable for cash. Offer only valid at **************************. Keurig reserves the right to cancel, remove or make changes to the products and/or product pricing available under this offer at any time without notice. Keurigs Website Terms of Use also apply. After online registration is verified, a coupon code will be provided in a confirmation email sent to the email address associated with the online account you create or use at the time of registration. Note: you do not need to be opted into ************************** promotional emails to receive this unique code. Your information will be used in accordance with our privacy policy. It may take up to one week to verify online registrations and process a coupon code request. The coupon code will allow you to apply the discount during the online checkout process for a future order. Once the coupon code is entered in the Coupon Code box during checkout, 50% of the price (up to 5 select boxes) or on accessories will be taken off (excluding tax). Contact Keurig **************** with questions: (7 a.m. - 12 a.m. EST) 866-901-BREW *************). Void where prohibited or taxed.
Customer Answer
Date: 02/11/2025
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 reject this response, because the paperwork inside my ****** said 5 free pods. In addition to this, I believe this company has continued to act in bad faith where my family is concerned. This is a replacement for the ****** that my sons late father bought him and although Keurig could see that it was less than a year old and his father sent in the receipt before he passed, Keurig claims to have never received it. Though he sent it multiple times. I believe that the company continues to act in bad faith and does this, because they can get away with it. I want this to be public record. My son has filed a separate complaint. Thank you for effectively being a horrible company twice.

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: 02/11/2025
Thank you for your response. We would be happy to look into this further if you could provide the paperwork regarding the free pods since this is not a deal we offer.
Regarding the complaint the customers son made, we are not able to see any information regarding that. We do require a receipt for all ****** replacements. Thank you

Customer Answer
Date: 02/12/2025
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 must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

I have already provided proof. As did my son's father before he passed away. Now, that he is passed on and can't send the information again, it is convenient for Keurig to say they didn't get it, nor do they have the information about the complaint.

Keurig is an awful company. They have acted in bad faith and they expect a spirit to come back and send a receipt that he already sent thrice. Have a good day and G-d bless you.

Bbb, please keep my complaint public, as everyone should see it.
Initial Complaint
Date:01/30/2025
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 June 26, 2024 we were gifted a Keurig coffee maker. On December 12, 2024 it stopped working completely. It kept telling us to add water, even if it was full and eventually just stopped working. I have emailed and called to no avail. They keep sending trouble shooting emails but that is not a solution. I am upset that our son spent so much money on a product that didn't last for six months. I also don't understand why they are not willing to find a resolution to this problem.
Business Response
Date: 01/31/2025
We apologize if there was any miscommunication during our warranty replacement process. We were able to see the customer provided the required information so we have issued them a warranty replacement ******.
Initial Complaint
Date:01/30/2025
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.
Purchased a K155 commercial coffee machine on 7/1/2024. This unit has stopped working correctly. It dispences water continuously, even when the power switch is off. I have been trying for 2 weeks to contact the warranty service department. I have spent hours on hold, I have left 2 messages for a call back. I need this unit replaced under a warranty exchange since nobody will contact me to send out a tech to repair it. I have spent a lot of money with this company on machines and products.If this is the customer service that they provide I will be forced to look into other brands.
Business Response
Date: 02/05/2025
We are sorry to hear our customer experienced a problem. We were able to validate their proof of purchase on 2/4 and were able to send out a warranty replacement. Thank you
Customer Answer
Date: 02/10/2025
[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:01/25/2025
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.
12/24/2024 opened brand new wifi coffee maker. It did not connect to wifi. Customer support said there was old software and will send me a new one. This happened 5 (five!) times in a row. After promises and assurance I would receive what I paid a lot of money for. Corporate refuses to call me back. At this point I want a refund.
Business Response
Date: 01/28/2025
We apologize for the inconvenience. We spoke to the customer on 1/28. We are having the customers ****** returned. Once we receive it back, we will be starting the refund process. Thank you.
Customer Answer
Date: 01/28/2025
[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:01/16/2025
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.
In early Oct. 2024, I purchased a Keurig mini Go coffeemaker from my Target on *******************, ********. I registered my coffee maker online at ******************************************************** as suggested by Keurig. About one and a half months later (late November 2024), I plugged in my coffee maker and it simply did not power on. I contacted Keurig via online chat. They found my registration but said i would have to call in order to make good on the one-year warranty. I did not have a chance to call until today, Jan. 16, 2025. Online, the Keurig representative confirmed that my item was registered with Keurig and that my registration would be used to verify proof of purchase and purchase date (vs having to produce a physical receipt). BUT, Keurig also demanded that I take a photo of the serial number as it appears on the ********************** maker itself. 1) Nothing in the Keurig warranty states that the purchaser must produce physical evidence that they are still in possession of the defective item. It says only that Keurig will make good on the warranty with proof of purchase, which Keurig itself said my registration on their website provides. 2) Since Keurig would not resolve the problem when I originally contacted them in late November, I have long since recycled the item as a defective coffee maker was taking up precious space on my counter. I have photos of both the warranty and the serial number/instruction manual that I got with the coffeemaker. I want Keurig to make good on their warranty: either a replacement coffeemaker or a full refund. Also, the Keurig representative I spoke with today promised a follow-up email, which I never received. Nor did I receive emails when I tried to log into their website but forgot my password.
Business Response
Date: 01/16/2025
We apologize for the inconvenience. Had the customer called us, we would have advised them to not dispose of the machine. We do require proof of ownership which is a photo of the serial number on the ****** as well as a copy of the receipt. We apologize but without this we cannot honor the warranty. Thank you
Initial Complaint
Date:01/15/2025
Type:Delivery 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.
Date of transaction was Jan.7th2025 I ORDERED COFFEE FROM KEURIG THEY PUT A HOLD OF 5.74 ON MY CHECKING ACCOUNT BECAUSE THE ORDER WAS SPLIT INTO TWO SHIPPMENTS AFTER MY PAYMENT CLEARED I CALLED THEM AND ASKED THEM TO RELEASE THE HOLD THEY TOLD ME MY BANK HAS TO DO THAT I TOLD THEM NO THAT BANK WILL NOT THEY HAVE TO BECAUSE THEY ARE THEY ONES WHO PUT THE HOLD ON WELL AS OF TODAY JAN.15th2025 THEY STILL HAVENT RELEASED THE HOLD AND I AM REALLY MAD IT WILL TAKE 3to 7 days before it will be released
Business Response
Date: 01/16/2025
We are sorry our customer experienced a problem. We were able to void the authorization on our end. The customer should see the authorization removed within the next 5 days depending on their bank. Thank you
Customer Answer
Date: 01/16/2025
[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:01/15/2025
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 Keurig my kcup reusable pod about 5 months ago. It is now failing. Today I tried making a cup and the entire thing came apart inside the Keurig and spewed wet coffee grounds all over the countertop and inside the machine which took over 30 minutes to clean up. There are hundreds of reviews stating the same. The plastic these are made of are not engineered for high heat environments and the ****** gets up to 190 degrees. I am calling on Keurig to make their reusable pod out of higher grade plastic or possibly metal, as well as to replace my reusable pod.
Business Response
Date: 01/15/2025
We appreciate your review and apologize that we could not meet your expectations. We will pass your feedback onto our engineering and quality teams for review. If you ever need assistance with any of our products going forward, please do not hesitate to reach out to our ************* team at ************. Representatives are available 7 days a week from 7am to 10pm EST to assist you.
Initial Complaint
Date:01/13/2025
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.
Subject: Complaint Regarding Keurig's Failure to Honor Warranty I am writing to file a complaint against Keurig for failing to honor the warranty on a coffee maker I received.I received a Keurig coffee maker as a gift and it came with a warranty extended through the credit card.The coffee maker broke down over a week ago, and despite reaching out to Keurig customer service more than 10 times, I have made no progress in resolving the issue. Each time, I was promised that a customer service specialist would call me back within 24 hours, yet no one ever follows ***** my only successful interaction with a representative, the representative hung up and no solution was provided.Keurigs customer service has been unhelpful and unresponsive, and I feel that the company is not genuinely relating to its customers concerns. Their failure to honor the warranty is incredibly frustrating, as this is not the first time Ive experienced this issue with other companies.I simply ask that Keurig honor the warranty and replace the faulty coffee maker.Its disheartening when companies fail to meet their warranty obligations, and I hope that Keurig will start taking customer concerns seriously. I trust the ********************** can assist in helping resolve this matter fairly.
Business Response
Date: 01/17/2025
We are sorry our customer experienced a problem. We sent a warranty replacement ****** on 1/6. Thank you
Customer Answer
Date: 01/21/2025
Thank you for your response. However, there seems to be a misunderstanding regarding the warranty replacement ******.
I have not received any warranty replacement ****** on or after January 6. I also have not been notified that a replacement was shipped, nor have I been provided with any tracking details or confirmation of the shipment.
Could you please confirm whether the replacement ****** has been sent and, if so, provide the tracking details? This clarification will help me understand the current status and ensure the issue is resolved.
Thank you for your prompt attention to this matter. I look forward to your reply.
*****
Business Response
Date: 01/29/2025
Hello, According to ***********, the order was delivered January 22nd. The delivery address was the address the customer provided us. Thank you
Initial Complaint
Date:01/12/2025
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 Elite at my local Target on 11/25/24 for $138. On January 3, when I went to make my second cup of coffee. I go to lift the handle on my ****** to remove the used pod and put in a new pod. The handle stuck in between the opened and closed position.I called customer service and explained the problem. I was told a replacement was being sent. Several days later a part arrived. This part holds the k-cup. I would not have been able to even put this part into the ****** as I could not open the lid. However, since I was told a replacement was being sent, I threw away the broken ******. I contacted customer service again and was informed they would be happy to replace the ******, but I needed to send a photo of the serial number. Given the ****** was disposed of, I could not provided this. The associate told me that they could send me to a manager, but instead I was hung up on. I have provided the following to them: a picture of the serial number from the original packaging and my receipt from purchase. For what it worth their warranty info on the website simply says proof of purchase needs to be provided. I was told on the phone that a receipt must accompany a picture of the serial number. That is not listed on their warranty information anywhere.
Business Response
Date: 01/14/2025
We apologize for the inconvenience. We reviewed the phone call and did not advise the customer to throw out the ******. Without a ****** we are not able to proceed with a warranty claim. Thank you.
Customer Answer
Date: 01/14/2025
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.
Thank you for taking the time to respond.

I would like to clarify.  I never made the suggestion that I had been told to throw the ****** away.  To follow this logic, I was also NOT told the following;
1.) A picture of the back of the ****** would be required for service on my initial call on 1/3/25 or for any additional follow-up.
2.) To keep the ****** until the replacement arrived.
3.) The representative also never said replacement part or explained what was being sent.  Had she done so, I could have clarified what was needed.  I would have been able to explain that the part would not work as I could not access the place the part was supposed to go.  We could have then figured out what needed to be done, including sending the photo.

My frustration stems from the fact that information presented on the Keurig website says a proof of purchase is required.  You have a proof of purchase.

Additionally, you have heard my call where I make a good faith effort to submit a warranty claim.  I gave all information that was requested and explained the problem.   I told her multiple times that the handle-henge was broken and I could not open the ****** to remove the pod or close the ******.

In follow-up communications, I have been told that given the nature of the problem with the ****** that a replacement would be sent.  Had I spoken to a different representative I would have a functioning ****** today.

I have also provided two receipts.  I purchased a ****** in August that stopped working after 105 days.  My November replacement lasted under 40 days.   I have spent over $250 on brewers that should each last a year.  I opted not to do a warranty claim on the first ****** thinking it wasnt a big deal.  Having a second ****** break so quickly was enough to submit a warranty claim.  I have gotten less than 150 days of operations out of $250 in expenditures.  Having two brewers that broke so quickly leads me to question the overall quality of the product.

I believe at this point you are operating in bad faith.  You have sold me two faulty brewers.  You are expecting a customer to know your INTERNAL policy, when you policy listed on a public website says something different.  If additional information is needed, it should be posted.

I did exactly what was asked of me, received poor customer service in the fact that the representative did not understand my problem nor fully explain the solution she was providing. Additionally, you are not honoring the terms set forth in your warranty information that is provided to customers.

I do not agree with the resolution of this complaint.

******

Business Response
Date: 01/19/2025
We apologize for the inconvenience. We spoke to the customer on 1/15 and were able to assist them. Thank you
Customer Answer
Date: 01/21/2025
[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,

****** ******

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