Customer reviews from keurig.com
Keurig - Single-Serve Brewer - Black/Silver
Average customer rating
3.3
(2,640 Reviews)
Rating breakdown 2,640 reviews
5 Stars
951
4 Stars
437
3 Stars
285
2 Stars
347
1 Star
620
59%of customers recommend this product.
(
1,505 out of
2,533)
Customer Reviews for Keurig - Single-Serve Brewer - Black/Silver
Customer Rating
2
Not worth the trouble.
on October 1, 2010
Posted by: dilyhe
from Dimondale, MI
We went through three Platinum brewers in 9 months, which is unacceptable. Bought the first one last December; had to return it to the store in February, in exchange for the same brewer. Then had to return the 2nd one in April, [...] so we exchanged once again for the same Keurig brewer. SURELY, we thought, we wouldn't have the same problem with a 3rd brewer...but we were wrong! Now mind you, we only used the brewer for 3 or 4 cups per day, and always used filtered water. But each brewer had the same problem: failing to pump water from the external tank into the internal tank, then shutting itself off. In addition, it would sometimes short one cup of coffee, then overfill the next. Occasionally, it would shut itself off the very second the cup was filled. So on this third brewer, I called Keurig about these problems. On my first call, they talked me through a very simple procedure which supposedly "re-set the sensor". I was told if the problem continued, to call them back, and they would replace the brewer. It worked fine for about a month, then returned to the same old problems, so I called them again. On this 2nd call, however, there was no "specialist" available to help me, but the lady who initially took the call asked me about cleaning the exit needle, and about de-scaling the brewer. They did return my call within days, but I missed that one. I had already cleaned the exit needle, and decided to de-scale the brewer before calling them back. I also waited a few weeks, to see if the brewer's performance would improve, but it continued to get worse. When I did call and talk to the "specialist", I mentioned that, on my previous call, I was promised my brewer would be replaced if it continued to have problems. I also told her about the preventative maintenance I'd already performed. She then had me clean out the top needle, and afterward run a few cups of water through, but there was absolutely no sediment. She then asked me if we used city water or well water. I explained that we had well water, but we used a reverse osmosis filter system which had never allowed scale to build on a previous brewer. But she insisted that, even with the filtered water, minerals and scale were still building up inside the internal tank, and that we should have been de-scaling the unit every single month! I told her the owners manual says it should be de-scaled every 3 to 6 months, so how would I know to do otherwise? I also mentioned that on my first call to Keurig, I was told our brewer was from a "batch" manufactured between December and February, which had the pump problem. However, on this last call, the specialist said that no, my brewer did NOT come from that particular set of problematic brewers. She insisted that Keurig stands behind their warranty, but they would not agree to replace my brewer at that point. I reasoned that Keurig has perhaps had to replace quite a number of these brewers, and now they are being more hard-nosed about offering that option. It's very frustrating to have tried THREE of these Platinum brewers, all exhibiting the same problem within 2 months of purchase/exchange. I finally decided enough is enough! We returned this 3rd brewer to the store, and this time bought a completely different brand brewer, one with an excellent reputation and a much longer warranty. I have noticed that, after some unfavorable reviews, Keurig places a sort of disclaimer that seems to imply the brewer problems stem from customer negligence or misuse. Please, Keurig...this just adds insult to injury!Keurig, I am not impressed. In fact, this whole experience has left my husband and I with a very frustrating and disappointing impression of your company.
Pros: Stylish
Cons: Undependable
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com
Customer Rating
3
LASTS ABOUT 1 YEAR
on September 7, 2013
Posted by: onecentrose
from So Cal
Great when it works. Need to get a new one every 12 to 18 months.
Pros: Accommodates All Cup Sizes, Multiple Settings, Easy to use, Stylish, Fast
Cons: Does Not Last, Pricey / Poor Value
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com
Customer Rating
1
Short Brewing after 2 months!
on October 6, 2010
Posted by: WS
from Raleigh
Verified Purchase:No
I love the Kuerig, and have recommended the brewers to many friends and family. However, I recently had to replace my older model after 4 years of heavy use with the new Platinum model. We were very happy with it for the first couple of weeks - it was so quiet and brewed a great cup of coffee! However, after two months, it has now started brewing only half cups, and the brew time is quite lengthy! I understand from web research that this is a common problem with these new brewers, so don't waste your money! I have contacted Keurig customer service, and hopefully will get resolution to this issue and restore my faith in the Keurig product.
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com
Customer Rating
4
Short cup... but great customer service
on January 18, 2011
Posted by: Jerry
from Allentown, PA
Felt I needed to write a review with my recent Kuerig experience. I have had my Platinum B70 for about 13 months now (since Dec 2009) and drink about one to two cups a day. Shortly after I got the unit I noticed that the brewer had trouble drawing water from the reservior when the tank was half full or lower. Not a big enough deal for me to return it as all I did to fix was lift the reservior and put it back down again. Recently I have experienced the "Short Cup". Brewer only brewing about half the amount of coffee when the cup size was selected, whatever size. I tried cleaning and de-scaling as directed in the manual, but no better. Finally I was getting a water draw with no coffee output at all, then the brewer would just shut off. Funny but one comment that said turn it upside down and shake it actually worked... but only for a day. Today I called customer service. Out of warranty by three weeks, I was sure I would need to purchase a new one. I was so aggravated with the problem, I considered getting away from Keurig all together. Customer service was very polite, and even though they want you to do all the cleaning w/ paper clip, etc. all over again, the end result was the Tech advising me they were going to send me a new unit. I was impressed. Brewer not without its problems, however if customer service stands behind thier product like they have today, I have no issues staying with them. Thanks Keurig.
Pros: Accommodates All Cup Sizes, Easy to use, Multiple Settings, MAKES GREAT COFFEE, Stylish
Cons: Not durable
I would recommend this to a friend!
Written by a customer while visiting keurig.com
Customer Rating
5
Amazing Customer Service
on August 26, 2011
Posted by: BigDaddy
from Saratoga Springs, NY
I've had my Platinum model for over 2 years without any issues. Then it started brewing 1/2 cups, then none at all. Followed all the steps in the manual, then called customer service. The woman I spoke with couldn't have been nicer or more helpful. She carefully and cheerfully walked me through a few steps, then declared my machine officially dead. This is the surprising part: even though it was well out of warranty, she is sending me a new one free of charge. What other company would do that? I was really shocked. Any company with that kind of attitude toward customer service and product support will have my business permanently!
Pros: Easy to use, Durable, Accommodates All Cup Sizes, Multiple Settings, Fast
I would recommend this to a friend!
Written by a customer while visiting keurig.com
Customer Rating
3
14 Months and OUT!!!
on April 8, 2010
Posted by: Anonymous
from Youngstown, Ohio
I use my machine everyday. My wife bought it for me for a Christmas gift. Well 14 months later the pump stopped working. I have called the company twice to fix this problem but it seems since that it is out of their 12 month warranty, I am on my own. I can't afford [$]every 14 months for a coffee machine. From the other reviews that I have read, others are having the same problems. I hope the company can fix this probelm because it is not right that their product doesn't hold up when you only use it twice a day. KEURIG make this right!!!!!
Pros: Accommodates All Cup Sizes, Easy to use
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com
Customer Rating
1
No longer Quiet
on September 26, 2010
Posted by: Skiddish
from New Jersey
Just got my 3rd replacement for the Platinum Brewer. The 1st stopped working after a month, the second never worked out of the box (pump issue) and now the 3rd one is loud. Not as loud as the original brewers but this sure is not a Quiet Brew Technology. [...] No more Keurig units for me!They are designed well using inferior parts as most anything that comes out of China does.
Pros: Accommodates All Cup Sizes, Stylish
Cons: Too loud, Fragile
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com
Customer Rating
1
poor customer service
on January 14, 2010
Posted by: truman
from Nashville, TN
I am about to return my second brewer in less than a month. At first, it seemed great, and I loved the convenience of brewing 1 cup at a time. However, after about a week, the brewer started quitting on me. It would shut off automatically, sometimes mid-brew. I followed all troubleshooting steps, but nothing fixed the problem. I then called customer service, but they were unable to connect me with a technician because of high call volume (makes me wonder why so many people are calling with problems??). They promised a return phone call within 24-48 hours (a long wait if you can't go without your morning coffee). When they never called back, I returned my brewer. The same thing happened with my second brewer, and I'm STILL waiting on my return phone call, more than 48 hours later. I am really disappointed in the customer service from Keurig; for this reason, I would NOT recommend purchasing a Keurig product.
Pros: Accommodates All Cup Sizes, Easy to use
Cons: Doesn't work properly
No, I would not recommend this to a friend.
Written by a customer while visiting keurig.com