This review is for Keurig for Businesses.

We decided to purchase a Keurig commercial machine for our office as a nice little holiday show of appreciation to our staff on December 7th, 2021. There was a fantastic deal on the machine if we also agreed to the purchase of a monthly subscription of k-cups which would be shipped to us on a monthly basis. The price for the subscription we were quoted for was discounted and seemed reasonable, so we went for it.

Unfortunately, the unit broke a week or so after we received it the unit broke after a single k-cup use, showing an error message instructing us to add water despite the water tank being full. Restarting the machine and general troubleshooting did not fix the error, so we reached out to Keurig with emails and phone calls expecting to get the help needed to get the machine back up and running. There was no response to our December 28th email and a separate message via their website on January 3rd but nobody reached out to us. We made several phone calls but in every instance after several minutes the call gets disconnected.

Due to their lack of response and our lack of a functioning coffee machine, we filed a charge back on our credit card. Lo and behold, that same day, Keurig charges us for all 32 cases of K cups. 32 CASES. There are 190 k-cups per case, so you do the math.

Firstly, the service is absolutely appalling. You would think a company as well-known as Keurig would have a responsive and helpful customer service team. Secondly, how completely petty and unprofessional are you to not respond to us at all, but immediately charge us for 32 cases of K-Cups on the same day of a chargeback? 32 cases that are not only priced at full price (not the discounted price we were quoted), but that will also be sent all at once, and that we can't use because we don't have a functioning Keurig machine?

After all this, we decided to do some research and found that the internet is littered with bad reviews on this company's service and products. Countless others have had terrible experiences with Keurig as well. We wish we saw these reviews before we jumped ship.

OH! Here are some bonus tidbits from the New York Times x Wirecutter. https://www.nytimes.com/wirecutter/reviews/best-keurig-machine/

"At its best, Keurig coffee tastes like diner coffee. At its worst, it tastes like hot brown water."

"Oh my god," one tester exclaimed upon drinking. "This tastes like an ashtray."

"This tastes like sucking on the paper filter of a coffee machine," another tester said.

And now, at this very moment, we are sitting on roughly 6080 servings of said "hot brown water," with a big hunk of metal that lacks the ability to even make it hot or water.

Thanks for coming to our Ted Talk.

My machine quit working and is under warranty. I had to talk to someone with an foreign accent who didn't seem to know what she was doing. She had to read from something and kept putting me on hold to talk to someone. She had me on the phone for over an hour; I tried to be patient but my patience worn thin. She wanted the serial number and model number; which I gave to her. She had a hard time understanding me and I definitely had a hard time understanding her. Finally she said if I sent the machine back; she would sent a shipping label. I told her I needed the label first; she had a hard time understanding this! I waited a week and never received anything. I called back and it was the same person that I simply could not deal with again. We went back and forth and one thing she said was that my I had stated my machine was leaking; I told her it was not leaking, that when I turned it upside down to get the model and serial number, it leaked all over me and my kitchen; my machine just quit working. On this second call, it was clear she couldn't understand anything I said. I told her I wanted to get this machine replaced because I gave her the model and serial number. She became impossible to deal with; she kept having to put me on hold and ask someone what to do. The first time she put me on hold about 5 times; I could not deal with this second call starting this; she had already put me on hold 2 times. I told her I was not going to ship this machine back; I was not able to go hunt a box and deal with all of this. As things were getting worse and my blood pressure was too; I just hung up on her. I don't think Keurig Co. Values their customers by having representatives from foreign countries who cannot help customers. I have over the years had five machines and this is the first time I have asked for one of them to be replaced when still under warranty. I am a really loyal customer who really enjoys my Keurig machine; but I will not buy another machine if this is the way I am treated. After the second call; we finally found the box my machine came in. The proof of purchase that is on the bottom box is (PT*******362 REVL)
(Serial num. S/N90.*******647) (Model K-Elite K90) C Groff

Recently, my Keurig machine crapped out on me for real this time. Luckily, I still have my trusty Black and Decker coffee maker with the carafe. It's not convenient for making only one cup of coffee so I was drinking a lot of caffeine for a while, LOL. I decided to order a new Keurig directly from the manufacturer - one with a milk frother on it, bc I think it'd be cool to make cappuccino. I went to Keurig.com and ordered what I wanted, got the confirmaton email, and was good. That was two days before Thanksgiving. The next day, I got another confirmation email from Keurig. I usually don't open these, but for some reason, I did, and actually read it. I had accidentally shipped it to my rental property 2.5 hours south of me! My tenants were going to get my Keurig package. I immediately calledl Keurig's customer service. The guy, who barely spoke English, said he had to "escalate" the case and that someone would call me back within 48 hrs. I asked him, doesn't he want my correct address for shipment? He wrote it down manually. Ugh. I heard nothing for days, then I got an email saying the package was being shipped to the wrong house (the first time, it was just a notification of the order being placed). I was a bit furious, because I called Keurig in plenty of time to fix the shipping address, yet they STILL shipped it to the wrong place. I called them a 2nd time, got a lady I could barely understand, she said she'd escalate it. Got a 3rd email saying the package was delivered. GRRRRR. I called a 3rd time, got a 3rd person. She said someone would call within 48 hours. Meanwhile, I ordered a Ninja coffee maker with a frother, due to frustration. It arrived Saturday and I've been using it. The 2nd lady said they could retrieve the package and mail another one to me, but nothing. So I went with Ninja and figured I'd cancel the Keurig. Well, after my tenants received the package, I gave up. I contacted my property manager and she agreed someone from her office would get the package and mail it to me, at my expense, of course. And finally, Keurig called me back and left a voicemail. I ignored it at that point and am now waiting for my Keurig to arrive from the tenants/property manager. When it gets here, I'm going to do a side-by-side comparison of the Keurig and Ninja, and give one to a friend for Christmas. Good GRIEF! Keurig has terrible customer service, I'm so disappointed!

I wish this letter could have been written with better conditions, but unfortunately my experience with Keurig has been an absolute nightmare. I was so excited to buy my first Keurig machine and when it didnt turn out to be what I wanted I had to return the brewer. Unfortunately, the return process of my Keurig wasnt going to be easy as this company does not provide a shipping label to ship the Keurig back. Thus, I spent around $90 in purchasing a Keurig and received free shipping to have it come to my house but to get my money back I had to spend an extra $30 out-of-pocket at the post office. Even the people at the post-office were surprised they didnt provide a shipping label to return the item because literally its just bad customer service.

To top it off I went to the Keurig site where I had created an online account and I looked up the return policy. NO WHERE in the return policy (copied and pasted below) does it say that you have to pay for your own shipping back this is probably because Keurig knows as other companies do that this is just awful customer service. You dont make a customer pay more for a product they didnt like because then you lose a customer for life rather than just for one wrong purchase. I figured that although I didnt like the Keurig I bought that maybe in the future I would try again to buy another. However, now I feel deceived. It does not explicitly state anywhere on the return policy that customers are expected to cover their own return shipping costs and you would think this is an important detail to add as people are purchasing from their website.

Thus, I do not recommend ANYONE to buy directly from the Keurig site unless you want to get swindled if you plan to make a return. The only options they give you for returns are basically keep a machine you dont want or pay more to get the original amount you paid back. Purchase from Target, WalMart or even Amazon as they provide free return shipping labels, but Ill NEVER buy Keurig.com again.

Sincerely,
Juan Garcia

Keurig.com Return Policy:

Details
No returns will be accepted without a Return Authorization Number. If returning a brewer, please have the brewer serial number available at the time of your call. We are available 7 days a week 7 a.m. midnight, EST at 866-901-BREW (2739).

Brewer Returns

Keurig.com brewer purchases carry a 30-day Money Back Guarantee. If you are not completely satisfied with your Keurig.com brewer, you may return it within 30 days of purchase. Please contact our Customer Service Department prior to taking advantage of the Keurig.com Money Back Guarantee. Your credit will be processed within 5-7 business days after receipt of your return and will post to the credit card used to make the purchase.

Accessory Returns

If you are not satisfied with an accessory purchased on Keurig.com, you may request a return for a replacement or credit of the purchase price. Your request must be made within 30 days of purchase. Please contact our Customer Service Department prior to returning the item. Your credit will be processed within 5-7 business days after receipt of your return and will post to the credit card used to make the purchase.

Beverage Returns

Beverages are not eligible for return or exchange. Many of our products are available in sample packs. We recommend these sample packs when trying new selections.

Product shipped to you from Keurig.com as a gift may be returned* for a credit to the original form of payment or exchanged for product of equal value. Your credit will be processed within 5-7 business days after receipt of your return and will post to the credit card used to make the purchase.

*Refund checks are not issued for gift returns, shipping is non-refundable.