Keurig Green Mountain review: Keurig K Crema

Sharing here as I received no response from info@keurig.com.

As per the data provided in the Keurig application, my initial coffee maker was registered in 2009. Naturally, I have been a long-standing customer, which compels me to share my current dissatisfaction with the K Crema machine and the customer support I have received.

I purchased the K Crema on the same day that I received the email announcement in August. Unfortunately, I neglected to log into my Keurig account, resulting in the failure to receive the points for my purchase. I subsequently contacted customer service to inquire about the possibility of applying the points as a courtesy. Regrettably, this request was denied. Little did I realize that this incident would set the stage for the subsequent challenges with my new machine.

In December, my initial machine malfunctioned early on. The pressure function ceased to function, and error lights illuminated. I received a return label and dropped it off at a designated location. The machine was subsequently replaced under warranty, and I anticipated a resolution.

However, this was a short-lived positive experience.

The replacement machine failed approximately a month later, exhibiting the same problematic behavior. I contacted customer support, acknowledging that I was aware of the need to follow the same troubleshooting steps as previously attempted. It was confirmed that the machine was malfunctioning. Given the short time elapsed since the initial replacement, I requested a refund, as I no longer considered the new K Crema reliable. I emphasized this request multiple times with the representative, who appeared to comprehend my concerns. Nevertheless, I was not provided with a return label and was instead required to be home for UPS to collect the machine. I found this unusual but complied with the request. The representative also advised that I would need to contact them once the package was picked up.

I called as instructed, which seemed to confuse the subsequent representative. She confirmed that UPS had received the package. I reiterated my desire for a refund, and when I inquired about the timeframe for the refund’s processing, I was informed that it would take 3 to 7 days.

A few days later, I received an email informing me of a scheduled delivery from UPS, originating from Keurig.

Upon receiving this email, I contacted Keurig to inquire about the necessary steps to refuse the delivery and obtain the refund I had been requesting for an extended period. I was subsequently escalated to customer care, where I encountered representatives who, while not as scripted as those I had previously interacted with, maintained a similar level of professionalism. Despite this escalation, I was unable to receive a refund and reluctantly agreed to retain the machine, with the assurance that I would be provided with an upgrade should this third machine also malfunction.

However, I harbor no confidence in the fulfillment of this promise. Similarly, I lack faith in the reliability of the replacement machine.

To exacerbate the situation, amidst the frequent switching and replacement of machines, the lid for the tank on my K-Cafe Barista maker has vanished, rendering my backup machine useless.

This experience has fallen short of my expectations for Keurig. It is not the first instance where I have had to seek support, but it was several years ago when I interacted with agents who possessed the ability to troubleshoot and engage in natural conversations, rather than adhering to a script. I have wasted coffee pods, filters, cleaning solutions, and my time on this recent encounter. In all likelihood, if this current machine fails, I will cease my patronage of Keurig.