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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
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Keurig Dr Pepper is sponsoring an instant win sweepstakes called Classic Crush Arcade, and on July 25th, I received a message saying I had won a ******** Switch system after matching 3 icons and obtaining a winning message. However, there was no way to fill out a claim form despite the rules indicating its necessity to obtain the prizes.It has been a much discussed topic on ******** that the website for the sweepstakes had suffered multiple issues, including filling out personal information to proceed to the instant win game. Many others had received winning messages only to face radio silence days later. I had reached out to the prize fulfillment team on August 5th regarding my issues, but aside from indicating that they would look into my query, they have not replied to my follow-up emails.I dont believe its ethical to run a contest and not deliver on their promises. I almost feel like they had no intention of letting anyone win. All I want is to receive the prize their sweepstakes had promised me. It makes me lose faith in the company and not want to support them anymore.Business response
09/04/2024
Thank you for reaching out to Keurig Dr Pepper. You have reached the hot side of the business. We have forwarded this on to the cold side to look into this. Thank you.Customer response
09/04/2024
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 # ********.
I feel like the companys response is the same one they gave me. I feel like theyre passing the ***** and I dont feel like any results will come from this. I believe I legitimately won but theyre not fulfilling their end of the deal.I appreciate the Better Business Bureau reaching out on my behalf, but I feel like Im no better off than when I started.
Regards,Kayla
Business response
09/18/2024
Thank you for playing the Classic Crush Arcade Flavor Machine Instant Win Game. During the validation process for your game play, we determined that due to unauthorized bot activity impacting the integrity of the Instant Win Game during the time period of July *****, 2024, you were erroneously shown a winning message for a Vintage Game Console. We have confirmed that your game play during the affected time period did not correspond with one of the predetermined winning times.
Although you are not a prize winner in the Classic CrushArcade Flavor Machine Instant Win Game, as permitted by the Official Rules, we created a new pool of five (5) additional Game Consoles (each with an ARV:$380). Because you were affected by the error caused by the unauthorized bot activity, you will be entered automatically into a random drawing for the chance to win one of those additional prizes. The odds of winning an additional prize depends on the number of affected eligible non-winning game plays. In addition to this drawing, you will also be included in a Second Chance Drawing that may be held to award any unclaimed or unawarded prizes. The drawing for the additional five Vintage Game Consoles and the Second Chance Drawing will both be conducted on or about October 1, 2024. LIMIT: One (1) Instant Win Game prize per person.
Thank you for playing the Classic Crush Arcade Flavor Machine Instant Win Game, which continues until 11:59:59 pm ET on 9/14/24.Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received my coffee maker for Christmas of last year it stopped working. I called and did all the troubleshooting they required over the phone the descaling light remains on now. I requested a phone call from the ************* someone called and left a voicemail that they would replace it since the troubleshooting did not work. However, I accidentally deleted that message so when called back they wanted a receipt for the product it was a gift they no longer have the receipt. Upon calling back they want me to start the process again there is a language barrier you can reach the **** to communicate effectively . I just want a replacement unit please.Business response
08/27/2024
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
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
08/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a Keurig single shot the descaler light came on and I purchased the descaling kit from ******* and the machine broke during the process. Apperently, the machine tends to overheat during the process and which the company is aware of. I reached out to the company which they advised me that I would need to purchase a new machine. First they offered me 25% when I refused then 50% when I refused that offer it was now 50 % with 2 free boxes of coffee. I refused that offer and request to speak to someone from the corporate office . No one was availableBusiness response
08/14/2024
Hello, our corporate team was able to speak with this customer yesterday, 8/13/24. Unfortunately, their Keurig coffee maker is out of warranty and discount options for purchasing a replacement have been offered to the customer.Customer response
08/14/2024
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.
this product is known for this product defect the sensor trips when its being descaled as requested by the manufacturer I feel like Im being taken advantage because they know this issue is common and they dont recall it they just wait for it to break and then make you buy a higher priced replacement
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,Nashai
Business response
08/15/2024
We are sorry our customer is unhappy. We have offered solutions and the customer is not satisfied. Thank youCustomer response
08/15/2024
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.
as much as these machines cost , it should be more than our customer isnt happy we offered our solution move on I would like my machine replaced
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,Nashai
Initial Complaint
08/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought a new Keurig and some Kcups. The item arrived and everything was great. Purchased on 6/12/24 received on 6/14/24. That was the end of my process. 7/21 I get an email and text telling me my delivery is on its way. It looks like I had signed up for an auto shipment so it let me go into the account and pause it or cancel it. At first I paused then I read through the site and didnt see why I couldnt cancel it . I didnt see where Id be charged and did not need anymore kcups as I had 4 boxes so I canceled it. Again end of story. Then a few days later I checked my credit card statement and saw a $100 charge. I reached out to keurig chat who said someone would be following up with me for the refund because I was never notified of this charge, I was never given email communication , I was never given a receipt , I didnt authorize the charge. No one ever contacted me. I called 1 1/2 weeks later I had to speak to 4 people because my call was disconnected . They told me again someone would call me , they promised someone would call asap to help because I didnt want to accrue interest on my credit card. No one called , but I got an email saying I can set up an auto renewal for those kcups then they could assist me. They have now stopped responding to me as of 8/8/24.Business response
08/13/2024
We've reached back out to this customer today, 8/13/24, to provide options on how we can assist further. We've left a voicemail on phone number provided and will follow up via email. Options have previously been provided on how we can move forward with a refund.Customer response
08/17/2024
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 ********************************* mentioned they called me and left a voicemail which is not the first time they have made this claim. i tried adding the email as an attachment but it would not let me upload it, it was a vague email telling me to contact them. I have since sent 3 more emails and they are not responding or providing the original resolution I was told Id be given. I was told Id be refunded for the $100 and still have 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
08/20/2024
We apologize, we did not discuss a refund of $100 with the customer. We have contacted them many times and have not heard back from them with what we are requesting. Thank youCustomer response
08/21/2024
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 ********************************* has not called or left any voicemails for me , not one single time in the almost month Ive been trying to resolve this. I was told through chat the first time I contacted that I would be refunded and someone would call me within a couple days or within that week to discuss the refund. Since then I have had to call 4 times and email NUMEROUS times. The company only responds when they want to and still have not issued the refund . They told me the item couldnt be returned so we went forward with using it and now they are saying they will make an exception to return it but its already being used. The company will say one thing then change their mind the next day. All I am asking is for the $100 refund that I was told Id get since I was never notified of the charge, I was never given paperwork for the charge, and I was never even given a receipt for the charge. Again I was told the refund would happen before the interest accrued on my credit card and that hasnt happened so now Ive accrued interest just trying to resolve 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,*****
Business response
09/09/2024
Hello. We have left the customer numerous voicemails and emails. We have provided the options we can assist with via voicemail and email. If the customer would like to take us up on one of the options provided, she can reach us back at ************. 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.
I have not received one phone call or one voicemail from this company . The options offered were to buy additional product, or return it after I used it because they told me I couldnt return it when I asked then changed their mind once I said it was used and said to go ahead and return it. I have since accrued interest on the credit card used and had to pay it to stop accruing interest. I was told Id be refunded $100 and have not. I was told Id be called and I have not. This is the worst experience full of nothing but lies .
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
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,
*************************
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