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Complaint Details
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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 youInitial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Keurig K-Duo machine back in May. This was my second machine in 4 years. The first one had 3 green lights, and the tech advised me that I was out of warranty and couldn't do anything. So I purchased the same one again because it was a great product, but I should have learned my ******* The same thing happened again to this one a month later. I spoke to customer service, and they promised to send me another. All I had to do was send a receipt and a picture of the serial number, which I did. I have not received a response from anyone. I called customer service, and they explained that someone from the corporate team would call me in 1-2 days. It has now been 1-2 months.Business response
07/17/2024
We are sorry to hear our customer experienced a problem. We spoke to the customer several times to let them know their options. Thank youCustomer response
07/17/2024
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.
They explained that they had called me about my options, but I never received any options from anyone. I would like to know what options are being offered. I was told to wait for a phone call, and I have been waiting for about two months. If the option is a replacement unit, it should have been shipped by now. Otherwise, I can send an email screenshot with multiple follow-ups with no response and multiple phone calls I have made without a single call back with a solution. I would love to know the options being stated so we can move forward.
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
07/18/2024
We are sorry to hear our customer experienced a problem. We left them a voicemail on 7/17. Thank youCustomer 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I listened to every voicemail on my phone back to April and found nothing from you. I honestly don't like the back and forth, so why don't you explain in detail what the options are so we can move on. I would not have reached out here unless we had come to an agreement. Please advise me on what steps to take so we can handle this civilly because it seems like I am getting the runaround here, just like with emails and calls.
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
08/12/2024
If you would like to speak with us further please call us at **************. Thank youCustomer 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 Answered.
I did reach out to the number provided by the individual here. I called on Tuesday and was advised my case was closed with zero solution, I requested to speak to a supervisor which I got a call back 7 hours later and explained to me my case was closed with zero solutions. He advised that someone from corporate will have to reopen my case as they cannot move further do to it be closed. I followed up with a call on Thursday to see if we had any movement, spoke to a representative who explained to me that they can't do anything as I have to wait for corporate to call me and my case was closed. I am confused with the current event that have been going on since May, if the company offers a warranty and does not stand by it who is suppose to honor the warranty. This could have been solved by a simple shipping me a new machine and sending the defective machine back. Even after this, I guarantee we will not have a solution and will be told we called you back on Monday or Tuesday or make up and random date and tell me to call back again. If there is no solution besides telling me to call that is not honoring your warranty.
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
We emailed the customer on 8/27 and have not heard back from them. Thank youCustomer response
09/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I received a shipping label while I was on vacation, and the back-and-forth was taking too long. I went back to the ******* where I purchased the defective Keurig and spoke to a manager. He advised me that this item has had constant issues since they started carrying it. The manager also mentioned that customers rarely get a resolution from **********************, so as a one-time courtesy, he replaced the Keurig for me. He apologized multiple times, understood how frustrating the experience was, and suggested that for my next purchase, I choose something more reliable.All that was needed was an apology and a replacement of the defective product. Thank you, *******, for standing by the customer. This process took so much time and effort, and we still never got a resolution from Keurigjust a bunch of fake calls and promises.
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
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have registered my machine and on app said I would get 96 pods for free and that never happenedBusiness response
07/15/2024
We are sorry to hear our customer experienced a problem. We reached out to them on 7/15 to assist. Thank youCustomer response
07/15/2024
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.
the offer is in the screen shot for setting up smart delivery. I fulfilled that obligation and got nothing including 50 percent off as mentioned. unacceptable from a long standing customer and deceiving practices.
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
07/26/2024
We contacted the customer on July 18th and have not heard back from the customer. Thank youCustomer response
07/29/2024
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 also called back and received 0 call back or half off coupons that I keep hearing about.
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
08/15/2024
We left the customer a detailed voicemail on 8/12. Thank youInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a gift of Keurig coffee maker in April and registered it online promptly. The machine was used 4 times and then made a dangerous burning odor that I thought was on fire. I called customer service , was transferred three times and was treated very rudely by your escalation manager *****. He refused to honor the warranty because of lack of receipt when it was registered timely. This coffee maker has many complaints on it. Serial number is ****************. I offered to ship the defective unit back with the warranty to prove the defective nature. ***** was rude and threatened to hang up on me several times. Horrible service. I want my replacement. *************************************Business response
07/10/2024
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
07/10/2024
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 ********************************* requires the customer to register proving purchase. This is a direct, sneaky way to avoid replacing products that they know are defective. Many reviews online show how defective the product is. Keurig needs to stand behind their product and exchange. They can have their defective one back as proof.
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
07/18/2024
Again we apologize for the inconvenience. 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
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They had me register my keurig ice coffee ****** for a warranty online. Never once mentioned need proof of purchase. Did not get receipt as it was a gift. They are now refusing to honor there warranty. This company told me it's a know issue but will not replace because I don't have proof of purchase but did not request proof of purchase from the registration. This company will state the have a 100% guarantee but will not replace an item if you received as a gift and did everything to register. If you don't have the receipt they are a bunch if crooks and will not replace there items even if it's a know problem.Business response
07/09/2024
Thank you for the feedback. 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.Customer response
07/09/2024
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.
No where when I registered my keurig did it state I needed proof of purchase since I registered it as a gift. You are wanting to say you have a guarantee but nowhere will you up hold this guarantee and I'm not the first one to complain about this looking through your previous reviews. You need to correct or I will never purchase another item from you. Nor will friends and family word of mouth is strong and I won't be scared to use my mouth to tell all of them you guys do not back your customer satisfaction nor your warranty I have had this keurig since 12/24/23 and it's 7/24 just over half a year and you guys will not honor even though I registered on you website
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
07/18/2024
Again we apologize for the inconvenience. 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
07/22/2024
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 # ********. Please add your rejection comments below;
If the proof of purchase was needed for warranty and not just registration on your site why do you not require proof of purchase at registration why do you have the option to register it as a gift ? Please explain or better yet replace my faulty item that has a know issue with the descale function. Why has this not been recalled yet? Are you stalling to allow my warranty to run out. I need someone from corporate to contact me.
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
07/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a Keurig coffee maker as a gift for Christmas approximately 6 months ago. After less than 3 months, the coffee maker completely stopped working and will not turn on. I contacted Keurig customer service and they confirmed that my coffee maker is still under warranty (1 year). However, since this was a gift and I dont have the receipt, they refuse to honor the warranty. I am simply requesting that they honor the warranty and repair or replace the coffee maker.Business response
07/08/2024
We are sorry to hear our customers 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 you.Customer response
07/12/2024
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 # ********.
When I spoke with customer service, they were able to confirm that my machine is still under warranty via the serial number. It is not a reasonable expectation that someone can produce a receipt for something that was purchased as a gift 7 months after the gift was received. If thats the case, the warranty is bogus will rarely be honored.
Regards,
Matt
Business response
07/18/2024
Again we apologize for the inconvenience. 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
07/24/2024
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.
The companys failure to honor their warranty after failing in less than two months is not acceptable. Whats next, arbitration?
FAQ
Regards,Matt
Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
received Keurig Ksmart ****** for Christmas 2023 registered product with serial number online. within less than 2 months would not put out correct amount of water selected. I do not have receipt due to being a gift. Keurig support won't do anything other than offer discount for new ******. So, I just used it like it was until today now it is completely dead no power whatsoever. I called again Keurig would only offer a larger discount. surely, they know when this ****** was manufactured by serial number, and when I first put it online and used it. why register if it will not help with warranty? I don't trust spending big money again for junk with bad customer service when there is a major issue so soon after purchase. If I had purchased it, I would have receipt but again it was a gift. I am currently unemployed due to no fault of my own I cannot afford to buy another ****** and should not have to. Keurig products should reflect the quality they claim to be. my ****** is defective, and they know it. If this is not resolved I will never do business again with Keurig period. And my reviews will reflect my experience with Keurig.Business response
07/01/2024
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 you
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