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Complaint Details
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Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
April 2024 I received a gift when I moved to ******* of a Keurig K 40 black coffee maker today August 29, 2024 went to make coffee and it does not work. It does not come from the heated element to the cup contact several people and **************** had to call escalated twice the first ********* I spoke to said that he was going to send me a warranty replacement, took my name, address, phone number and email and when I told him it was a gift from my friend for a housewarming present moving to a new state, he said Im sorry I cant send you a replacement. Its a gift. I asked for a supervisor it escalated to a woman who then placed me on hold getting her supervisor since she refused to assist me and then she never came back on the line and neither did a supervisor after 22 minutes. I hung up and called back because my car was now over 45 minutes in length so on my second call, I spoke to ***** who also said she could not help me because it was a gift and she seen it was noted in the account not to assist me because it was a gift so I asked for a supervisor and ********* from the country of Columbia ************* got online and said he was the highest supervisor within the company and there is no way can he replace it under warranty because. It being a gift he also said that based on the serial number although it was not my fault, the company had an old machine still on their shelf and I said well thats not my fault Im going to contact the Better Business Bureau and possibly consumer protection he said go right ahead no ones going to assist me and I said have your higher-ups supervisor call me again. He said he was the highest and I said will reach out to the ************* and have somebody from the corporate office. Call me and Im still waiting. I attempted to contact the US number myself, but did not get anyone so I called the BBB who suggested I fill out this form. all I want is a replacement coffee pot
Business response
08/29/2024
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. Thank youCustomer response
08/30/2024
[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 Businessthank you for taking my complaint and forwarding it on to the Keurig stone mountain company. The only resolution Im looking for since my coffee maker is only a few months old is a warranty replacement. Im not sure if I need to send this one back to the company the water will not come out of it, and its taking up a lot of room since its the * Classic, I live in a small apartment and Im not really sure what to do with this. Hopefully the company will let me know if I need to send it back or if I can discard it case.#********.
Regards,
*************************Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Keurig on 9/17/23 through Amazon. I and paying through Affirm, Amazons version of a line of credit. I still have 2 payments to go when on 8/16) 24 while descaling the Keurig it broke.I contact Keurig, uploadeded the photos. Keurig claimed they didn't get the purchase price photo from Amazon when I sent it 3x..They kept telling me to send the photos, each with a new service *** and they claim to never see themBusiness response
08/20/2024
We apologize our customer is experiencing 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 have not received a receipt from this customer. Thank youCustomer response
08/20/2024
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.]
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
08/21/2024
There is no response to the rejection from the customer. Thank youInitial Complaint
08/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Just purchased a Keurig K Supreme on August 15, 2024. Included was a Keurig brochure that has 96 Free K cups as part of this purchase. Requested Green Mountain Kcups...no decaf....about 25% strong brew from company. They will not recognize this offer that they have.Would like a full refund of my purchase price of $179.99.Business response
08/19/2024
Thanks, we will reach out to the consumer to provide resolution.Initial Complaint
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In November 2023 we ordered a new K-supreme from Amazon. It was very nice and worked great but at some point the plastic piece that holds the pod holder got too hot and melted down in the front causing the pods not to sit level. This would cause the coffee to splatter all over as the lid would not close down all the way unless you stood there and held it down forcefully. Call Keurig support (Phillipines) July 2024 and get the runaround for days about the picture of the receipt I sent. Had to send multiple copies before they even accepted our VALID warranty claim! ID/Ticket # ************ / SR0007211357 They finally agreed to send out a NEW replacement K-supreme. We receive in 3 days! We had to return our original unit. The replacement came in a giant box sliding all around. Absolutely NOT a new unit (which I'm fine with if it worked right). I go to brew and all buttons are brewing under by 2oz. I call back. They send out another replacement. You KEEP this one she says. 3 days later I plug the 2nd replacement in right beside the first, same fn thing. All the buttons are 2oz under. Can't make a 12oz cup unless we hit 6 then 8. Call back again. Now i'm aggravated.. the girl offers me an upgrade to a K-Elite... "let me check and get back to you". we have limited counter clearance. I call next day. I get guy. He says she was wrong you can't get anything but same model. Next day call back argue and get them to send us a "K-supreme plus". You guessed it! Each button 2oz under. If these are all BRAND NEW coffee makers how are they ALL brewing wrong amounts?They tell you the replacements are BRAND NEW but they are NOT! You will NEVER get a BRAND NEW replacement.We had to send this 3rd unit back on 8/9/24. We are still waiting for our K-Supreme Plus replacement... Try calling the office in **********. You automatically get disconnected as they have the consumer line conveniently set to read all incoming calls as SPAM!Even with a receipt its a nightmare !Business response
08/19/2024
Thank you, we will reach out to the consumer to provide resolution.Customer response
08/24/2024
[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
08/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a six pack of ************** soda from *****'s grocery store for around $6.50 with taxes, crv prices..... This case exploded in the trunk of my car, very angry I contacted this company to report this problem and to retrieve either a refund or replacement compensation..... They took about 2 weeks to respond to my complaint, in which they did so by email. I was asked to submit information off can including upc and other codes, I submitted this and photos of exploded cans; I encountered a customer represent that gave me bad service then lied to me regarding issuing me out a replacement coupon.....this is the reference number SR0007006914 this person's name was *****. I haven't received anything nor a further response from this company, this complaint remains UNRESOLVED!Business response
08/14/2024
Hello, we have left a voicemail for this customer today to address the issue.Customer response
08/22/2024
[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
08/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed two orders on Keurig.com for K-Cup coffee on August 3rd order #********* and August 4th order #*********. When checking the status of my orders it said they would ship by August 5th. On August 6th checked the status again and found my orders have not been processed or shipped. Called customer service several times about the delay and each time I got a different answer from there is nothing wrong, there is a problem with the payment, and my order got stuck in the system and will not be processed so I should reorder. I told the rep that I am not going to order again because I refuse to pay twice for the coffee and the promotions/coupons I used to place my orders have expired. I got nowhere and asked to speak to a rep in the **, told that was not possible and they would escalate my issue to a US ********** I spoke to the US rep I was told there was nothing wrong with my orders or payment and they were going to email the warehouse asking them to ship. August 7th checked the status of my orders and found that both orders were cancelled. I did not receive and email or any notification about the cancellation. Called again was told the coffee is out of stock, not true checked website it is available to purchase, it does not say out of stock. Asked to speak to a US rep, got nowhere. Called again asked for a manager when speaking to them I asked if I reordered would discount & promotion used on cancelled orders be honored, was told that had to come corporate. Asked to be transferred I was put on hold, he would come back saying he was still trying to connect but the third time he came back say he was still trying I got disconnected when he put me on hold. Not sure why I got disconnected, rep ***** call me back. I was also given an escalation tracking number SR07197402 during one of my many calls told that my issue would be escalated and someone from US customer service will call. I never got a call.They dont tell people their orders are cancelled or try fix it.Business response
08/12/2024
We are sorry to hear our customer experienced a problem. We spoke to them on 8/6 to assist. Thank youCustomer response
08/12/2024
[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
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a keurig on November 3, 2023. In April 2024 it stopped working. I contacted the company on 27 April, and they responded 12 July 2024. Per their request, I contacted the company and was told they would send me a new keurig and I would not need to return the broken one. I just needed to provide the receipt and the serial number. I screen shot the order information off of Amazon and took a picture of the serial number. My first email back stated the receipt was not acceptable so I researched further on Amazon and got a more detailed screen of purchase information and emailed them a screen shot of that. I received a telephone call back telling me they did need me to mail the broken machine back to them. I did that. The last email I had from them was that they regretted to inform me they could not accept my return because no receipt was included. They gave me a number to call. I tried calling and was told they couldnt help me because the decision was made at corporate. I have done all the right things and was still refused a replacement.Business response
08/08/2024
We apologize for the inconvenience. We have handled this complaint on 8/6. Thank you.Customer response
08/08/2024
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 wiclosed as Answered.]
The response is no response. All they say is it was handled on 8/6. How was it handled? To my favor or theirs?
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
08/08/2024
We apologize for the inconvenience. We have reached out to the customer again. Thank youInitial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Two months ago I bought a Keurig K-Supreme for $149, $160.44 after tax, at a *********** My friend has the ***** membership. 19Jul24 it prompted for descaling, even though based on the instructions, it was one month early.I only used filtered water, so was puzzled by this, but descaled anyway. I noticed Keurigs in general, as I have had about 4 of them, are prompting more often descaling-maybe to sell more solution. Then on Monday 22Jul24 I tried to use it and noticed a smell like something was burning.It was dead.I contacted support and after some troubleshooting, was promised a replacement. Nothing was stated about paperwork requirements then. I no longer have the receipt. Bank statement was insufficient.I got an email of denial for failure to provide proof of purchase. I gave them the serial number on the first of 3 calls. **************** They should be able to tell by the serial number that this unit is an in-warranty device. They will not work with me. I want a comparable replacement or my money back.Business response
08/05/2024
Thank you, we have reached out to the consumer to provide resolution.Customer response
08/05/2024
[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
07/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered a Keurig Starter Kit with a purchase commitment that I would purchase 8 boxes of coffee by February 2025. Their app allowed me to accidentally cancel this kit without any warning that I would be charged $100 if I canceled the kit. Once I realized what happened (because Keurig tried to charge $100 on my AMEX card), I called and explained the mistake and asked them to re-instate my starter kit. They said they could not reinstate the kit and that I would either have to buy 8 boxes upfront or pay the $100. This is not a satisfactory response to me. I want my starter kit reinstated with the original commitment due date (February2025) or I want the $100 waived. Paying for the 8 boxes upfront is almost the same exact price as paying the $100 fee.During this time, I revoked payment permission allowing them to charge my AMEX card but they have continued to attempt to process payment MULTIPLE times since I revoked permission.Business response
07/22/2024
We are sorry to hear our customer experienced a problem. We reached out tot hem on 7/22 to assist. Thank you.Customer response
07/22/2024
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 # ********.
The business solution is for me to pay for 8 boxes of coffee, which are $10.99 for a total of $87.92, which is almost identical to the fee theyre trying to charge me. My original date to fulfill these 8 boxes is February 2025 but they want me to buy all of them upfront.
I want the $100 fee waived or I want the original date of February 2025 to fulfill the order commitment since I did not intentionally cancel my automated delivery and I have made multiple attempts to have them restore my service.
Business response
07/24/2024
We apologize our customer is not happy with our solution. Please contact us with any further questions.Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Was given a kduo coffee maker for Mothers Day 5/12/2024 stopped working in 7/15/2024 did all the recommended resetting and nothing. Called customer service and I did their basic troubleshooting with them. Obviously defective- however cant process a return because of a receipt? It was a gift from a now ex boyfriend, I dont have the ability to get the receipt nor even know where to go to get one. I explained this and all they could offer me was 50% off and 2 free whatevers but not the **** coffee pot??? Both of those offers would have been the same price I paid for for the coffee pot!!!! Why not just send me the coffee pot??? That doesnt make any sense. It was a defective product in their end, how would it be out of warranty if I provided the serial number? They know their ********************** pots are given as gifts all the time, who gives a receipt for gifts unless its clothes or baby stuff?Business response
07/18/2024
We are sorry 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. Thank youCustomer response
07/18/2024
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.
[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.]
it was a gift- from a now ex boyfriend. Dont think Ill be getting a gift receipt from him for this item. Its a problem on YOUR part. Its a defective item with YOUR company name on it. It should be replaced by YOUR company even given the serial number. Obviously if I have a serial number for the item its been purchased, correct? I dont understand how have a receipt or not would cause this big of a deal. Obviously if you had the serial number youd see the date of manufacturing correct?
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,Cheyanne
Business response
07/22/2024
We appreciate the customer's feedback but this is our warranty policy and a receipt is required in order to move forward. Thank you
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