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Complaint Details
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Initial Complaint
09/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 8/27/2024 I contacted Keurig regarding a warranty replacement. I provided all necessary documentation and did not hear back for over a week, despite even sending a follow up email. I had to reach back out to them to ask what was going on since they did not respond to my email inquiries. They told me on the phone that I was approved for a warranty replacement, and the replacement order was made on 9/6/2024 (order number *********). I received tracking information on 9/8/2024 and patiently awaited the arrival of my replacement. On 9/12/2024 I get a notification that my order arrived. I checked the photo that was attached to the tracking number to see that it was delivered to someone elses home. I contacted the carrier to which they said they will launch an investigation and in the meantime, I should contact the merchant for a replacement as the packages are usually insured and the merchant should reship my package. I contacted Keurig on 9/12/2024 within an hour of the delivery to inform them of this issue. They claim to escalate the issue and tell me that I will receive a follow up via email. I receive an email at 3:33pm saying: Thank you for contacting Keurig. Unfortunately, we are unable to refund or replace this order as *** has verified delivery. I reach out again by phone because I am VERY UPSET. I ask several times to be transferred to a supervisor or someone who can rectify this situation since I CAN PROVE the house in the photo is not my house. I got put on hold more than once then completely hung up on. I reached out again via email multiple times and got the same response each time: Thank you for contacting Keurig. Unfortunately, we are unable to refund or replace this order as *** has verified delivery. Its like they refuse to have an actual human talk to me about this! They just copy/paste this response rather than actually looking into this and fixing it!!! Selling coffee makers at this price then having ATROCIOUS customer service is wild!!!
Business response
09/23/2024
We apologize the customer experienced a problem. We have confirmation the package was delivered to the address that was provided by the customer. They would need to reach out to *** with any further questions. Thank youCustomer response
09/23/2024
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.
I did reach out to **** I was told to check surrounding areas and contact the merchant for replacement. I was told that the merchant can initiate *** investigation and file an insurance claim in this situation. It was with the advice of *** that I reached back out to Keurig and Keurig refuse to do anything. The house in the photo of delivery is not my house. How many more times do I need to say that?
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,Heather
Business response
09/24/2024
We are sorry the photo *** submitted is proof of delivery. You would need to take it up with them. Thank youInitial Complaint
09/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received an email from the company stating that some of their products were being offered at a reduced price and can be applied to the Auto shipment. I placed the items in my order however they did not adjust the pricing. I tried to email them showing them their error with no response. I spoke to them on the phone and they said that that it is impossible for them to adjust the pricing And that they did not send the email this is false advertisingBusiness response
09/19/2024
We apologize for the customers experience. We reached out to them on 9/19 to assist. Thank youCustomer response
09/19/2024
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.]
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
09/24/2024
We apologize the issue was handled on 9/21. Please check with your bank. Thank you.Initial Complaint
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a coffee Machine at ***** in May 2024 and it broke down 3 months latter I call the company and they asked for the serial number which I gave them and receipt I told them I would have to go back to ***** to get a receipt I told them I still need a coffee machine and they said they will give me 25 percent off the one I bought from them They charged me ****** and gave me a old coffe machine with which I could have bought at target for ****** I then got the receipt and called them again which they said oh no you gave me 25 percent off the one I bought from them and no replacement will be give back They never said that when I first contacted them that if I buy this coffee machine there will be no replacement There website states they will replace a broken coffee machine within 12 months I want my money back or a replacement for the broken machineBusiness response
09/17/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 9/17 to assist. Thank you.Initial Complaint
09/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Sept 9, I ordered 88 Count Pack ****'s Coffee ... I received email with my ****'s, plus two, 96 Count "Green Mountain" which I did not order ... I immediately called Keurig and several calls later with rude staff, it was my understanding they stopped the shipment and reversed charges. Today, Sept 10, less than 24 hours later, I received the order with Green Mountain.... it appears they totally Rushed shipment to scam me and funny I find out that "Green Mountain" is owned by Keurig. This appears to be a total scam and they ripped me off for 91 bucks plus I have all this coffee sitting here that I will not touch. The major time trying to reverse this mess cost me way more than any of this coffee. This is a frustrating rip Off and they have my credit card info.Business response
09/17/2024
We apologize for the inconvenience. We left the customer a voicemail on 9/17 to assist. Thank you.Customer response
09/17/2024
[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
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a Keurig machine on 9/3/24, it arrived on 9/6/2024, $161 for the machine and a pod that is supposed to fit the machine. The wifi cannot connect and their app doesn't work. I contacted them by phone and was promised a callback with a resolution, to no avail. The pod is entirely too big to fit in the machine. I purchased another, off brand that did fit and it did work, despite the machine spitting liquid everywhere, it would not allow me to take the pod out. I called again and was assured a supervisor would call me back, to no avail. Someone did finally call me about the wifi issue. I informed her that the entire machine doesn't work and I want a full refund, shipping included. The *** assured me I will receive an email confirmation and that this would be handled. It was not. After reading the reviews, these are known issues, yet they still continue to sell this product and I assume it's the luck of the draw whether or not yours will work properly. The *** informed me that she read that a sup did call me and left me a voicemail, this is a complete lie. I asked her to review my calls, to no avail. The customer service is terrible and so is this product. The 1st *** told me I can still use it without wifi. I would have bought the $60 one and not the $160 one if that's what I wanted. I am asking for a full refund from them PLUS the $5 I spent on a pod that fit that is still stuck in the machine.Business response
09/11/2024
We are sorry to hear our customer experienced a problem. We spoke to them on 9/9 with a resolution. Thank youCustomer response
09/11/2024
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.
[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,*******
Customer response
09/17/2024
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.
My complaint was closed with no resolution. I do not have any emails from this company, no refund and no machine.
Business response
09/17/2024
We apologize, we have reached back out to the customer on 9/17. Thank youInitial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Keurig product from ******* on 8/17 the product stopped working and I contacted Keurig on 9/2 to get a replacement per policy and they sent me an Email requesting a picture of the serial number and receipt of purchase. I received another email stating that my claim was denied because the receipt submitted in my behalf did not specifically say it was a Keurig product. I also submitted a picture receipts of items purchased that day received directly from ******* showing it was a Keurig product and still my claim was denied. I cannot control how retail stores name the products sold. I have tried multiple times to get a resolution with no luck. I provided the items they requested and yet they refuse to replace there product that broke in less than 3 weeks. I want a replacement for the product.Business response
09/09/2024
We apologize for the inconvenience. We sent a replacement ****** on 9/4 to this customer. Please contact ********************** with any further questions.Customer response
09/09/2024
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.
Please see attach email stating from customer service that my receipt was denied. So how can I have been sent an email with that denial response. Where is the shipping confirmation for replacement?
[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
09/10/2024
Thank you we left a voicemail for the customer on 9/10 to assist. Thank youInitial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to Best Buy and purchased a Keurig Smart Caf coffee maker. Spent somewhere around $250. Brought it home and registered it in the app on August 18, 2023. Company stated there was a two-year warranty if it was registered in the app. Two days ago, the coffee machine stopped working and no power was getting to the machine. Contacted Keurig support today and they stated my two-year warranty was void because the machine hadnt been connected to the app in the last 90 days. I had replaced my Wi-Fi router five or six months ago and never connected the app back to the machine because I dont need the app to make a cup of coffee. So at this point, *** had the machine for 12 months and 14 days and they stated there was only a ****************************************************************** the last three months and they voided the two-year warranty. Also, the customer service agent stated there was a purchase date of May 23, 2023, which is completely false and possibly a manipulation of records to avoid accountability. This is outright manipulation and false advertisement.-currently looking for a copy of the receiptBusiness response
09/03/2024
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 youInitial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Reference to Keurig Green Mountains packaging:McCafe Breakfast Blend Light Roast 10 Cup UPC ************ This has been my Keurig Coffee of choice for a while ****** the past few months I have been keeping tract of packaging shortages of this ************* times my packages had eight coffee pods not ten.Six times my packages had nine coffee pods not ten.This clearly is false advertising. I do not appreciate being ripped off.I am also concerned about all the other packages of this product currently distributed across this country that are shorted. Am I going to continue having this problem ?This needs to be fixed now !Business response
09/09/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 9/6 to assist. Thank youInitial Complaint
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased boxes of k cup with a coupon. Total came to $31.38. However I was advised they charged me an additional $30 when my purchase went through. I could not get through to customer service on the phone so I cancelled the order on line in my account. However, the order shipped anyway even though my account showed it was cancelled. I have contacted customer service several times. Most recent was 8/22/2024. They won't let me speak to a supervisor and they just keep telling me about a computer issue and that it will take 3-10 days for my credit. I have been told this 4 times. These charges went through 8/5/24 and I feel this is a scam. I was shown an invoice for $31.38 and they charged an additional $30.00 and I cannot get my money back. I have contacted the company on ******** and I have received no results.Customer response
09/11/2024
I have called several times and they just keep telling me 3-10 days to process the credit. They have no interest in returning my money. I have filed a complaint of fraud with my bank and they have reversed the charge. I would not recommend doing any business with this on line company. They will not let you talk to a supervisor and never make good on promises.Business response
09/17/2024
We are sorry to hear our customer experienced a problem. We emailed them on 9/12 to assist. Thank you.Customer response
09/17/2024
As I have advised the company on at least three occasions verbally on the phone and once in reply to an email from them, there was no credit issued to me on August 12th. I don't care what credit memo they show having. I have a text message from my bank that says they try to issue a $0.00 credit to my account. Obviously, they do not have a clue how to issue a credit or how not to scam their customers. Imagine, more than a month and I still do not have a credit over a month later. When you call to and ask to speak to a supervisor they refuse to put you through. Pretty crappy customer service and I will NEVER purchase from them again. I will never allow this company to have one of my credit card numbers again. Who knows how much they will scam me for next time?!
Sincerely,
******* ********
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
09/18/2024
We have reached out to the customer but have not heard back from them. We would require to speak with them to assist them further. Thank youCustomer response
09/21/2024
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.
FAQI have not been contacted by Keurig in regards to this matter. They have left me no voice mails, I have no emails from them. I don't know how they can say they contacted me when I have never been contacted by them. They claim they processed a credit memo and I have never received a credit from them. The only communication I have ever received from them was that they were going to issue credit in an email to me on August 12, 2024. I have heard nothing else from this company.
Regards,
*******
Initial Complaint
08/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction: 08-20-2024.This order was on an auto-recurring cycle. The company did not warn me before making the purchase. I didn't need this product anymore. I have contacted their customer support specialists and they keep telling me that they'll send an email about my refund. It's been 2 weeks and nothing from any customer support specialist.Business response
09/06/2024
Good morning. A refund was processed on 8/30 and a confirmation email was sent at that time. Thank you!
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