Complaints

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

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

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• 

  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  Keurig, Inc.

  PO Box 1757 Brunswick, GA 31521

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  American Bottling Company

  270 Bridgepoint Dr South Saint Paul, MN 55075

• 

  Keurig Green Mountain, Inc.

  687 Marshall Ave Williston, VT 05495-7540

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:04/27/2025

  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.

  Keurig took over a month to replace my coffee maker after a technical issue with the product. I have the same technical problem occurring again and the ** *** said it cannot be replaced even though it is the exact same issue. This model is faulty. They stated with the original coffeemaker that they couldn't replace with a different model. The model # ****.0100.RV5PB3Z This model is faulty and I would like a different/compatible model knowing this is the second occurrence of the same issue.

  Business Response

  Date: 04/28/2025

  We are sorry to hear our customer experienced an issue with their ******. Unfortunately, as the ****** is no longer covered by the one-year warranty, we are unable to provide a replacement free of charge. However, we are pleased to offer a discount on a new model as a goodwill gesture. Additionally, we proposed sending a replacement cold water tank that might resolve the problem, but the customer opted not to accept this solution. Thank you

  Customer Answer

  Date: 04/29/2025

  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 Answere

  
  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:04/14/2025

  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.

  SR0008444894 was opened with Keurig support. I was not able to upload the pdf showing the receipt to get the replacement for my Keurig machine. The machine did not work after the descaling solution was run. I am uploading the receipts for the machine and for the descaling solution. Intense troubleshooting was run. However, I was unable to upload the documents on the warranty claim form due to the file size requirements. I feel like I wasted money on the descaling solution as it did not perform its job well. I hope Keurig would help make this right.

  Business Response

  Date: 04/15/2025

  We're sorry to hear about the issue you've encountered. After reviewing your account, we have confirmed your proof of purchase as valid. A warranty replacement will be shipped within the next few business days. We appreciate your patience and understanding.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  I would like a resolution for the descaling solution that got wasted.

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

  ******* Sai

   

   

  Business Response

  Date: 04/18/2025

  We left the customer a voicemail on 4/18. Thank you

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Keurig promised to send me a descaling liquid. I never got confirmation of this.
  
  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,

  ******* Sai

   

   

  Business Response

  Date: 04/29/2025

  We apologize, order ********* has been placed for the descaling solution. Thank you

• Initial Complaint

  Date:04/13/2025

  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.

  My account is on a scheduled auto-ship with the company. On or approximately 4/5/25, I received an email and text stating my auto-ship was scheduled to be processed on 4/8/25, but I had time to change the date. I logged into my Keurig account and changed the date to 4/10/25 to align with my pay date. On 4/9/25, I received a confirmation that my order was processed, but the confirmation was for 2 separate orders. I contacted Keurig on 4/10/25 when I saw 2 separate charges pending on my bank account. Before the items even shipped, and provided them the error and asked them to cancel the incorrect order. I also have recorded conversations with the **** stating the double order was their error. I reached out to multiple sources and was told it was their error. I then received an email that I placed both orders, which I know is incorrect. All I did was change the shipping date. I got an email today, 4/13/25, stating now that it was for a starter kit order. My starter kit order was completed almost one year ago. The company made an error it refuses to rectify and blames me as the customer. I am confused. I was then told to ship the second package back, for which they wanted me to pay to ship back a package they had sent out in error. I have conversation recordings where they take ownership, but then emails trying to say 2 different things. I ordered the starter kit on 5/24/24 with KPods, I ordered pods again on 6/24, 7/18/24, and 8/2/24. I called in on January 25 and inquired about my ***** for the starter kit and was told my commitment was fulfilled. So to receive an email about a starter kit, they are lying. One order is correct, but they processed the other one they processed without authorization. They are trying to blame me and come up with a bunch of various untruths.

  Business Response

  Date: 04/18/2025

  We apologize for the inconvenience. We have emailed the customer to let them know we will be refunding them for the duplicate order. We apologize for any inconvenience.

  Customer Answer

  Date: 04/18/2025

  [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:04/12/2025

  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.

  On August 25, 2024, I bought a new Keurig coffeemaker from ***** for $99.00. My wife and I used it every day until March 22, 2025 when a coffee pod exploded during the brewing process. I cleaned the machine, did a descaling, and tried using a different pod, and that exploded too. I contacted Keurig customer service by email and was told to call by phone. I did, and a man with a heavy foreign accent answered. I told him I couldnt understand him, and asked to speak with an English-speaking person. He ignored me and kept on talking. I hung up and emailed customer service again, explaining my difficulty on the phone, and asking them to please set up a chat with someone. They sent me to a site that answered frequent questions and provided a few methods of troubleshooting. I answered that I had already tried that and found it of no help. Their answer was to discuss my problem with a *** by phone, to which I ***eated my request for a chat because of my hearing difficulty. I never got another email from them.I think the Keurig company management needs to be made aware of this kind of treatment of their customers.

  Business Response

  Date: 04/16/2025

  We regret that our customer encountered an issue and apologize for the inconvenience. We connected with them on April 16 and are sending a warranty replacement to resolve the matter. Please feel free to reach out if you have any further questions. Thank you for your patience.

  Customer Answer

  Date: 04/17/2025

  [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:04/11/2025

  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.

  On March 21st, I ordered two K-Brew + Chill Pod Holder Assembly units from the Keurig website. This particular item consists of a pod holder sleeve and a carriage it fits into before inserting it into the Keurig. (Picture) The picture on the item description matches (Picture), and costs $19.95. However, only two Pod Holder Sleeves were delivered. The items delivered do not match the item description on the website. In fact, the Pod Holder Sleeve they sent me two of each cost $14.95 (Picture).I then went on the website to fill out their customer service form. That form is not functioning correctly--if you complete all the fields, you are UNABLE to submit the form. All information must be placed in a large text field in order to submit. They assured me they would correct the mistake, AND THEN SENT THE SAME INCORRECT ORDER TO ME (Picture).I then complained again on April 1st electronically, but this time they are completely ignoring me. So I went online to speak with a chat agent who assured me that they are going to follow up with me with an email about the correct order. That was 5 days ago.Keurig has taken my money for a product that they refuse to deliver. They are now ignoring my attempts to get the correct order. They continue to falsely advertise on their website as they send me a product that is not what I ordered. I am asking for Keurig to SEND ME WHAT I ORDERED. The pod sleeve AND the carriage it fits into. Just like the picture on your website. Order ********* on 3/21, First incorrect order Order ********* on 3/25, Second incorrect order IGNORED Service Request: SR0008378400

  Business Response

  Date: 04/18/2025

  We sincerely apologize for any inconvenience. We have contacted the customer via email and voicemail to explain the situation. As soon as we resolve the inventory mix-up, we will promptly ship the correct part. To make up for the inconvenience, weve also provided a coupon for some free coffee. Again, we regret any disruption this may have caused and appreciate the customers patience.

  Customer Answer

  Date: 04/22/2025

  [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:04/04/2025

  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.

  On 3/13/25, I received as a gift, a new Keurig to replace my old one (10 years old) which had died. I went on line to register the new one and saw they were offering up to 4 boxes of pods for $12 each ( special code "FRESHBREW12") but the purchases were not populating my cart online. I called, got a man who took my order, gave him my code, asked how much my order would be, he said $61.95 so I said OK. The next day I checked my order online and it said $93.32. That's a $31.37 difference. The woman spoke with said I could not cancel. I did still want the order but not at the inflated price - higher than I would pay at the local supermarket! She left me on hold waiting for a supervisor for over 20 minutes. I hung up and tried again with the same result. Tried one more time, same result. Tried to call headquarters but they just put you into the same queue. Yuck!!! Obviously the man who did my original order told me the price, got my order, never applied the code, and then placed the order. I can't imagine anyone who was able to get to a store would pay more on the website. I thought about the unopened order carton and finally opened it. Yes, the contents are exactly as ordered except for being $31.37 more than the promised price. I only want that difference credited to the card I used for the purchase. Next time I'll buy my km cups in the store!

  Business Response

  Date: 04/07/2025

  We sincerely regret that the customer is dissatisfied. During our call, we clarified that the FRESHBREW12 promotion applies exclusively to coffee purchases and that including an accessory would invalidate the offer. We offered the option to place two separate orders, but the customer chose not to proceed. As the terms and conditions of the promotion were not met, we are unable to issue a credit. Thank you

   

  Customer Answer

  Date: 04/07/2025

  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 was never told that ordering the accessory negated the coupon. In fact, initially, I only wanted the accessory. I saw no place on the website which said this information. You claim to record the transactions. Listen to mine, and you will hear that I was never told the information you said I was told. I only ordered the coffee because the offer appeared on the website. It was impossible to talk with someone at Keurig the next few days or today because one keeps getting promised a callback which never comes. I tried calling your customer care team, but kept getting cut off after waiting a substantial amount of time. I do not find your company honest or consumer oriented. I am sure I am not the only customer who feels this way. I still believe I am owed a refund for the $31.37 difference because of being misled and mistreated. With a reliable company I wouldnt have had all this negativity. In all my years I have never had an experience such as this.
  
  

  
  

  Business Response

  Date: 04/10/2025

  We sincerely apologize for any confusion caused. To resolve the matter, we have credited the customer $31.97. Thank you for your understanding
  

• Initial Complaint

  Date:04/02/2025

  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 received a Keurig coffee maker as a gift last March 2024. After cleaning the machine per manufacturer direction on March 17th, 2025, when I plugged the machine in, it will not power on. I called Keurig customer service number and instead of standing behind the product, the representative attempted to sell me a new machine and coffee pods.

  Business Response

  Date: 04/03/2025

  Were sorry to hear about the issue our customer encountered. We have reached out via email requesting proof of purchase for their ******. If the ****** is less than one year old, based on the proof of purchase, we will gladly honor our one-year warranty. Unfortunately, without a receipt, we are unable to process the warranty claim. If the ****** was received as a gift, we recommend reaching out to the gift giver to obtain a copy of the receipt. Thank you for your understanding

• Initial Complaint

  Date:03/28/2025

  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've been having a problem with the same model that they keep on sending me and then also have an issues cuz of it being a safety issue my Keurig end up Catching Fire for no reason they don't give a care about customers over there on their phone line than being aggressive with the customer hanging up on them I really don't appreciate that this is going on they want me to sit here and pay $169 for a brand new unit for no reason that this should be going on the thing does not work like it should does not fill up a glass to the max limit and the problem is it keeps on shutting off and locking itself up meaning to a point that does not run so I don't know what's wrong with it but they don't want to do their job in the Asians are not fully trained please take care of this immediately appreciate it

  Business Response

  Date: 03/31/2025

  We regret that the customer encountered an issue with their ******. Since the ****** is out of warranty, we extended a 50% discount on a new unit, which was communicated to them via email. Unfortunately, the customer expressed dissatisfaction with the offer and informed us of their intention to escalate the matter to the Better Business Bureau. Thank you.

  Customer Answer

  Date: 03/31/2025

  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,

  *****

   

   

  Business Response

  Date: 04/22/2025

  On April 18, our corporate office spoke with the customer and informed them that we had reshipped the package that was originally received in damaged condition. The replacement shipment, tracked under number 1ZA5T3520301566672, has been confirmed as delivered, with *** even meeting the customer in person.

  During our phone conversation, the customer expressed that they were seeking additional compensation beyond the reshipped order. We clarified that no further compensation would be provided. At that point, the customer abruptly ended the call.
  Thank you.

  Customer Answer

  Date: 04/23/2025

  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,

  *****

  Did get reship  order from  ship did talk  *** did not ship  one out me

   

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a k-duo plus on March 17, 2025 on the keurig website and received it on March 20th. Our Keurig single k-cup (which was a replacement that we got August 2024) was not working right and kept getting an error code 2. I decided to buy a new one but a different model that included a carafe. What a disappointment. It doesnt heat the coffee hot enough and the k-cup not as strong. It would turn off in the middle of brewing and says it needs more water when there is plenty of water. I looked into reviews to see if there were same issues and there was. I decided I wanted to return it and called the company. They offered a replacement but I dont want the same model knowing that others too were having same issues. I was told I can return but I have to pay for the shipping. I feel this is not right and not a good way to do business. A company that is worth billions of dollars could and should take care of their customers. All I want is a free shipping label and a full refund.

  Business Response

  Date: 03/25/2025

  We apologize for any inconvenience our customer has experienced. We are happy to replace the ****** under our warranty policy, which provides a replacement of the same model. However, the customer expressed dissatisfaction with this option and requested a refund. Please note that our money-back guarantee is valid for 30 days from the date of purchase, with return shipping costs being the responsibility of the customer. Once again, we would be glad to offer a warranty replacement. Thank you.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/21/2025

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

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You should offer more than a mere 25%. Every time I call Im out 30 mins. Please email me with a 75% off or offer to replace my ****** based on the merits of your poor customer service and my time that is wasted
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Muhammad

   

   

  Business Response

  Date: 03/25/2025

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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your customer service is unfortunately below subpar. The keurig was put into use December 2023. A device that didnt even last two years
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Muhammad