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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/11/2025
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.
We moved into our new home on 12/13/24 and our realtor gave us a brand new K-Duo coffee maker brand new not opened. When we opened the box and we're setting up the machine we noticed that the coffee pot handle was broken. We contacted the Keurig customer service number and ***orted that it came broken and informed them what the issue was and the exact part that was broken the gentleman who took down our info could not understand us and kept ***eating wrong information after a hour and half on the phone correcting him, he read us all the information correctly. On 1-11-25 we got the ***lacement part, however it was the wrong part. I contacted Keurig again and asked for a manager. The customer service *** did not want to get me transferred and stated that everyone was busy and I will get a call back. I told the *** no I wanted help now and I wanted to speak to a manager. I was transferred to a supervisor named ****. Right off the back he called me *******, and I informed him that I never gave my name to the *** and he acted shocked. I then told him what my issue was and I did use profanity because I am very upset. He then stated that the best he could do without a receipt is give me a promotion of 50% off of a new machine. We don't need or want a new machine or ask the person who gifted us the machine for the receipt, that is incredibly rude. I asked **** to get me transferred to his manager and asked for the first letter of his last name so I could inform the manager of what their supervisor **** told me and he stated that the Keurig management is does not have to take my call or assist me. We just want the ***lacement part. **** stated that no parts are ***laceable we would need a new machine and would ***lace it with a receipt only and stated that will not give me his last name or the first letter of his last name and would not give me his managers information. I'm very upset due to the fact he lied. We got a ***lacement part for our machine but it was the wrong one
Business Response
Date: 01/13/2025
We apologize for this experience. We have reviewed all of information and are unable to locate anyone in our system based off the information provided. We would be happy to look into this further if we could be provided with the name, address or email that was used when they called in. Thank you
Customer Answer
Date: 01/13/2025
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.
There was no resolution. I have provided the information in my original claim. I don't know who I should provide the rest of the requested information to.

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: 01/17/2025
We emailed the customer on 1/16 to request the serial number so we can send the correct part. Thank you
Initial Complaint
Date:01/06/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order and set up for auto delivery however my order never showed up I sent emails to the company and NO one ever responded I than tried to call company and they told me sorry its over 10 days cant help you have a nice day I even sent them my emails showing I had reached out to them and I never heard from them again
Business Response
Date: 01/07/2025
We are sorry our customer experienced a problem. The customer reached out to us on 12/8 regarding an order that was delivered on 11/14. We have a ********************************************************************************************************************************** actions can be undertaken promptly. We do not have a record of the customer contacting us between 11/14 and 12/8 and will not be reshipping the order. Thank you
Customer Answer
Date: 01/30/2025
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 have attached one of my emails I sent on 12/2/2024 and I also sent one before that but clearly maybe with the holidays your emails were not coming in not sure but I made many attempts to speak with your company I WILL dispute the ORDER with my bank I have proof which is attached showing I made contact with you guys way before your time frame your giving. I would like a refund or again I will dispute it with my bank

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: 01/30/2025
Thank you, the email you provided is from Dec 2nd. That is still well outside our 10 day window for you to contact us for an order issue. We consider this matter resolved.
Customer Answer
Date: 02/04/2025
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 have other emails and it was a holiday anyway I will just dispute the charge with my bank thank you

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:01/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought the keurig coffee machine last December as a xmas present. In September it quit working, didn't get electricity. I called the customer service department, i believe it was 9/16/24, we did trouble shoot it then they assigned a case #SR0007381671 and asked to email us the receipt and serial number. i emailed that right away, called 2 more times since i didn't hear back, they claimed they didn't receive it. i emailed a 3rd time and today i called again, we filed the complaint under my husbands email but the last *** and today they said they would send it to my email . now. it is 2 hrs later and i still did not receive the email to attach the receipt and serial number AGAIN for the 3 rd. time.this is very disappointing and I'd like some help to get a new machine All 3 ***s i spoke to confirmed that it is still under warrantee the email addresses are: ************************ and mine ************************
Business Response
Date: 01/14/2025
We are sorry our customer experienced a problem. We were able to process a warranty replacement order for them on 1/8. Thank you
Customer Answer
Date: 01/15/2025
[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:01/04/2025
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.
My debit card was used fraudulently twice by this company in the span of 10 minutes. I have called them within minutes of this happening after freezing my bank account and they could do nothing to help me nor even opened an investigation about it.
Business Response
Date: 01/07/2025
We are sorry to hear our customer experienced a problem. We have left them a voicemail on 1/7 advising we would need some more information from them to look into this further. Thank you
Customer Answer
Date: 01/09/2025
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 did receive a voicemail stating they were going to forward the information to look into the situation, in the voicemail they did not state they needed more information, but did leave a reference number and a phone number with the extension. After reading their reply on the BBB, I called to provide whatever information they needed but I did not have time to stay on hold for a long time. After a bit I opted into leaving a message for them to call me back which hasn't happened yet. I would also like to add my bank is also disputing the charges at this time.

FAQ

Regards,
******

Business Response
Date: 01/14/2025
We apologize we were able to credit the customer back on 1/13. Thank you
Initial Complaint
Date:12/18/2024
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.
On 11/8/24 I purchased the Keurig mini go for $49.95 at Target in *********************. The Keurig was to be used for travel in December. Upon arrival on 12/13 the Keurig was opened and multiple attempts were made following the directions and online troubleshooting to brew a cup of coffee. On 12/14 Keurig CS was called for troubleshooting again this was unsuccessful. I was Informed an email would be received with directions to get permission from Keurig to return the defective machine. I did not have the purchase receipt. There is no notification on the outside of the box to retain your purchase receipt. Nor that this is a requirement in order to have a defective machine replaced. This requirement was confirmed by multiple staff informing me there are no exceptions. This included a transfer to ***** on 12/18 a customer service supervisor. I was offered a coupon for 25% off a new machine. I was informed they couldn't verify that I wasn't trying to return a used machine. I offered to send the defective Keurig to them to examine it to verify it had never brewed a cup of coffee he refused. When asked what would happen if this was a gift he said the same thing you would get a 25% off coupon. When I said I was shocked that Keurig does not stand behind it's product I heard the same words "I'm sorry, but you can get a25% off coupon." When asked "am I just supposed to throw it away" I was told they didn't want the defective machine." So I'm out $50. Since this is the Keurig policy I'm certainly not alone. Most Keurigs cost a lot more. If the policy is as stated by ***** and multiple CS staff no replacements even for defective machines without the original receipt that information needs to be on a label on the outside of the box in bold letters. When purchasing a product the expectation is that the product will work. If it doesn't work the expectation is that the company will fix or replace the item.
Business Response
Date: 12/19/2024
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 significant discount on a new ****** but customer was not happy. We consider this matter resolved.
Customer Answer
Date: 12/19/2024
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.]

12/19/24 - not satisfied response
A substantial discount of 25% off another Keurig product is not resolution of the problem. Replacement is resolution. I am saddled with a defective product from a company that does not stand behind their coffee maker. With their only suggestion is to throw away the machine. Again if this has been a gift I would have been told the same thing. Apparently this is keurig's idea of how to bury a problem. Slap the consumer across the face. Again resolution would be a replacement. I provided my bank card statement regarding the purchase date and location. My offer to return the device so they could verify it was a new machine that has not and cannot brew a cup of coffee was declined
******

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: 12/23/2024
Again, we apologize for the inconvenience. A receipt is required to fulfil the warranty. Without a receipt we are unable to move further. Thank you.
Customer Answer
Date: 12/30/2024
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.]
I finally understand why you require a receipt (which is not the industry standard) it is because you make an inferior product. I received multiple gifts over the holiday season not one of them required a receipt to return a product that did not work. They actually stand behind their products and provide quality customer service. I will never by another ********************** product. You were the first, now you are the worst. Congratulations. I hope no one got a Keurig as a Christmas gift because as you said they will just have to throw it away and embrace their 25% off coupon. Keep printing those coupons. Have a happy New Year.

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:12/15/2024
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.
Hi @Keurig,Im disappointed with the service Ive received regarding my coffee maker, case number SR0007830819. This was given to me as a gift a year ago, and now it has stopped working. The coffee maker is still under warranty, but because I dont have the receipt (as it was a gift), youre refusing to honor the warranty.Its unreasonable to expect someone who received a gift to keep the receipt. This policy leaves gift recipients like me with no options for support when something goes wrong. I trusted Keurig as a reliable brand and am now left with a faulty product and no resolution.Please let me know how we can resolve this fairly. Id like to continue being a loyal customer, but I need this issue addressed.Thank you.
Business Response
Date: 12/16/2024
Thank you for bringing this to our attention. To ensure we provide our consumers with the best service and uphold our warranty policy, we do require a receipt for validation. This allows us verify the purchase date and provide the appropriate support.
Customer Answer
Date: 12/16/2024
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.

Keurig Customer Support,

I am writing to express my concern regarding the denial of my warranty claim for a Keurig product. While I understand that receipts are often required for warranty verification, I believe it is unreasonable to expect the gift giver to retain the receipt over a year later. This places undue pressure on the gift giver and creates an awkward situation for the recipient, who may not want to inconvenience the giver further.

Keurig has already verified that the item is under warranty, which should suffice to process my claim. This approach would align with a more customer-centric and ethical practice, ensuring that loyal customers continue to trust your brand and policies.

I kindly ask that you reconsider my case, taking into account that the products warranty eligibility has been confirmed and that requesting a receipt from the gift giver is impractical.

Thank you for your time and understanding. I look forward to hearing from you.

***** Morrison
Business Response
Date: 12/18/2024
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 significant discount on a new ******. We consider this matter resolved.
Initial Complaint
Date:12/13/2024
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.
We have bought 3 of the Keurig K-express. Each one after the 1st descale stops working correctly.after descale you go to make a cup and put a pod in close lid pick 6,8,10 it starts but within seconds it shuts off. you go to live help on there site and chat after 20 min they tell you well you have to call us. Just to hear them tell you same thing the live chat says. whats the purpose of having live chat if you can not help people and tell them they have to call. kinda waste of money for your back office live chat center. the sale Keurig products needs to stop in the *** until they can prove to who ever approves import and sale of there devices in ***************** until they can fully prove they have a working products.The Keurig K-express was majorly pushed during back to school. so Keurig took advantage knowing that parents would be buying stuff for there kids going back to collage. and most collage kids are not going to waste time rma a product to exchange it they will just throw it out buy another. and I am sure that is what Keurig has bet ***** not only are they selling bad products here in the **. they are knowingly taking advantage of Americans just to fulfill there marketing / sales goal.
Business Response
Date: 12/13/2024
We are sorry to hear this customer experienced a problem. They have not reached out to us regarding this issue but we would be happy to reach out to them at the email provided. Thank you.
Customer Answer
Date: 12/13/2024
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 ***************************************** knows they have a product that breaks after descaling. But there products are still being sold with them knowing they have a problem with them and they take advantage of sales like back to school. We have bought 3 of these machines 2 was exchanged at store due to descaling breaks them. 3rd one we decided to *** it get it exchanged to only to find out after this one is descaled it breaks.
There products need to be removed from US sales market as all there products is a waste peoples hard earned money.

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: 12/18/2024
We emailed the customer on 12/16 since we do not have a phone number. We have offered to assist them with troubleshooting. Thank you
Customer Answer
Date: 12/18/2024
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.
Is this the email you will be emailing from ************************** so i can whitelist it ?

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:12/12/2024
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.
SR0007813792 ... called to get replaced this morning and the operator was fixated on lights on front after I told her 15 times that it quit pumping and was shutting itself off! has warranty but operator told me there was no warranty for your worthless products! this is the 4th maker in two years! this one purchased in April of 2024! not even 6 months old! junk! I will be returning it to the store if I can't get it replaced ...
Business Response
Date: 12/13/2024
We are sorry to hear our customer experienced a problem. We tried calling him but the person who answered hung up on us. We have emailed the customer to assist. Thank you
Initial Complaint
Date:12/10/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the last week I have spent over an hour on the telephone, 33 minutes on a chat and countless emails.During these communications customer service representatives repeatedly lied stating:-order shipped out within 3-5 day -your order has already been mailed out (but they are unable to provide tracking)-your order hasn't been completed -someone from corporate will call you back in two to three orders Also, however polite I was being , they also hung up on me during the phone calls and disconnected the chat.When placing the order in November, the website states that there would be no delays due to the fact they were using *** and that the strike isn't effecting their delivery time. This also was a lie.Due to ******'s policy I am unable to cancel a "pre-authorization" so the money is in limbo, I cannot access it. This was also communicated through my numerous attempts the cancel the order.
Business Response
Date: 12/11/2024
We apologize our customer experienced a problem. We have sent the customer the proof of authorization reversal. Thank you
Customer Answer
Date: 12/11/2024
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.
****** HAS NOT RECEIVED NOTICE THAT THE AUTHORIZATION WAS CANCELLED. ORDER WAS CANCELLED, Payment WAS NOT.

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: 12/18/2024
We are sorry, we canceled the authorization on 12/11. The customer would need to check with ******. Thank you
Initial Complaint
Date:12/09/2024
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 coffee maker from this company on December first, the order did not ship. I reached out to them dec 3rd as the order was scheduled to ship on the 2nd. The customer service was completely unhelpful. They read from scripts and ***eated themselves over and over. After acknowledging that my order had not shipped I was told another order would be set, I was advised they would not charge my card, as the customer service *** was in the phone they attempted to charge my card for more than I paid the first time and attempted to gas light me into imagining I did not see their charge. At that point I requested to speak with managers only, over the course of about 7 or 8 calls I talked to a manager twice, I was told multiple times a manager would call back and they never did. After finally getting a refund confirmation which I uploaded this scam of a company released the hold on my account and not 24 hours later charged me again and finally shipped the order, 9 days after the initial payment. I immediately called them back questioning why they charged my card and shipped the order now almost a week and a half later (after finally releasing the hold) they could not answer my question and could not link me with a manager yet again, I already purchased another machine from a real company that doesnt scam (Ninja) and I dont want their junk I just want my money back which they effectively stole, its not really worth getting a lawyer involved due to the low amount and I dont have the time for small claims court, I would like a refund immediately, a note for any other consumers out their, I got in this mess because I wanted to ***lace the older duo that they cannot seem to send me the correct sized ***lacement carafe for, somehow I thought buying a new upgraded machine all together would solve all the issues, this company is a joke and the joke is on me, if you havent spent your money with them save it, I love my new ninja coffee maker and good riddance to keurig
Business Response
Date: 12/13/2024
We are sorry the customer experienced a problem. We contacted them on 12/11 and advised we could intercept the order that they did not want. The customer refused our offer. We consider this matter closed. Thank you

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