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Complaint Details
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Initial Complaint
10/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have purchased 2 Keurig K Supreme ******************* Coffee Makers within the last 12 months. BOTH have just completely shut off out of nowhere and no longer work (no power at all going to machine). The first was purchased about 12 months ago and the 2nd was purchased on 09/02/21. This is unacceptable, as the first one didn't even last a year and the 2nd one lasted about ONE month - this is not acceptable for a machine that we paid OVER $200 each for. I have emailed the Keurig complaint email TWICE in the last 2 weeks and have received ZERO response from them, even though their site states please allow 48 hours for a response - time has come and gone times 5, without any communication back from them. I am looking to have a new machine sent to me (preferably one that works) - because clearly this model has issues.Customer response
11/10/2021
[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 received a phone call from Keurig today (11/10/21) and they are sending a new Keurig Plus Smart machine and have requested that we send back the old machine for them to review. Once the new machine is received (and hopefully works), I will be satisfied with their response 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
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In Jan Keurig invited me to become a product tester for a new, hi-tech brewer. I was promised $50 Visa gift card & $150 coupon good toward the purchase of a new brewer at the end test. I had to remain an auto K-cup delivery customer, I had to install the coffee maker to our internet, promise I would not discuss I was part of the "innovation" test group, and promise to return the brewer in Aug. I have been a Keurig customer 10-15 years, spending at least $100/month in K-cups. I have purchased 5-8 coffee makers directly from Keurig, not even complaining when they broke in less than a year or two. Just discovered I'm limited by number of characters. I had to cancel auto-delivery because Keurig kept sending us K-cups when we didn't need them. At one time we had over 700 K-cups in our pantry. At least 10 phone calls, 3 web complaints and I have not received our coupon for the coffee maker or $50 Visa. There is more but I've run out of characters remaining. I'm just tired of this issue
Business response
10/21/2021
We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.Customer response
10/21/2021
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
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My Keurig Elite stopped brewing coffee properly. After waiting on hold for over 40 minutes i finally spoke with someone who had me go thru trouble shooting the machine. This did not work so he said they could replace this. he took down all my information then proceeded he needed to transfer me to someone else. another gentleman gets on the phone and asks me the same questions again. he provided me with an email address to send the receipt from the purchase in which i sent while still on the phone with him to ensure he received it. he said i would receive an email with updates to when a new machine would be coming. i have still yet to receive any email updating this issue. i call back and wait on extended hold again only to be told the same thing. just wait. So i am without a coffee maker because it has now also started leaking from the bottom so i can not use it. And no communication from Keruig in sending a replacement. This is not acceptable.Business response
10/21/2021
We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.Customer response
10/21/2021
I have reached out to keurig twice via phone and one via email. I get no response via email and no resolution via phone.Business response
10/22/2021
We are sorry to hear our customer experienced a problem. We have handled this issue on 10/21 and provided a resolution. Please contact Keurig with any further questions.Initial Complaint
10/16/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This coffee maker was delivered damaged. It exploded coffee all over the machine and counter. I have contacted Keurig MULTIPLE times, spoken to NUMEROUS staff members, been placed on hold for HOURS and have yet to receive a shipping label to return the product! It has been made VERY clear I do NOT want a replacement! I have been given the run around and wasted so much time on hold waiting to "talk to the next department". NEVER in my life have I ever had this issue when having to make a return! This is absurd! I have been told SEVERAL times I will receive a call back and the shipping label is being created. I ordered this coffee machine almost a month ago! I am currently on hold AGAIN as I type this complaint! ORDER# *********Business response
10/21/2021
We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a coffee maker on October 5th, 2021, it was delivered on Oct 8th, 2021. After checking the return policy on the Keurig website, it says I have 30 days to return the item if I don't like it, but I need to request a return number first. So I called customer service on October 9th, the lady who answered my phone said someone from the specialist team will call me back. I did not get any phone call on that day regarding my request so I submitted the request on Keurig.com, which says usually I will get a response within two business days. On Oct 13, 2021, I called the customer service again and I was told they are still processing my request. Then I waited for another two days, had to call customer service again on Oct 15th, 2021. The specialist team is never available for processing my request. I never know that requesting for a return is gonna be so hard. The waiting time is just ridiculously long. All I need is to return a coffee maker that I do not like.Business response
10/18/2021
We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.Customer response
10/18/2021
[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
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Keurig K-Elite coffee maker (9-8-2020) and it stopped working while still under warranty (9-1-2021). I contacted Keurig customer service and we troubleshooted it. It was determined that the ****** will not work and I would receive a warranty replacement Keurig K-Elite after I send proof of purchase, order confirmation, photo of serial number, and delivery confirmation via email to ************************* ***** at Keurig ************** A Service Request number of SR0000845058 was assigned to my inquiry. I sent all required paperwork attachments to the ************************* ***** at ************************************ (9-1-2021). I followed up with this request on 9-14-2021 and 9-27-2021; still no replacement ******. On 10-12-2021, *** from Keurig promised me he would send an email that I can respond to; it never arrived. I asked for his email address and he did not provide it. No supervisor was available to talk to.Business response
10/15/2021
We are sorry to hear out customer experienced a problem. We have contact them with a resolution. Please contact Keurig with any further questions.Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 07/27/21 my wife and I were gifted a Keurig K-Supreme coffee maker by my parents (who bought it from Bed, *************** to replace an older model Keurig that stopped working. This new coffee maker stopped working on 09/26/21. I called the Keurig **************** Number *************) and went through the steps to verify that it was an issue. The person on the phone gave me a service request number (SR0000956521). They emailed me on 09/27/21 a confirmation of the issue and requested proof of purchase and a shipping address. I responded that day with the information and did not hear back for almost a week. So I called on 10/02/21 and they couldn't get the system working to process the request after confirming I provided all the information requested. I called again on 10/04/21 and got a similar response but a new SR number (SR0000996417) with a promise that it was sent to a special team to resolve the issue. I called again 10/12/21 but was told they couldn't send the replacement.Business response
10/13/2021
We are sorry to hear our customer experienced a problem. We have reached out to them with a resolution. Please contact Keurig with any further questions.Customer response
10/13/2021
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 business said that they contacted the customer(me) about the issue but I have not received an email or phone call from them to try to resolve the issue. They then proceed to say contact Keurig with any further questions.
Contacting them has not resolved the issue since speaking with their customer service three times has produced the same result of them unable to fulfill the replacement. The supervisor who was supposed to call me back (because he was occupied during my 25 minute call) on 10/12/2021 never did.
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
10/15/2021
Thank you for contacting Keurig. We spoke with the customer on 10/13 and resolved their issue. Please contact Keurig with any further questions.
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