Keurig has lost a lifelong customer.
Keurig has lost a lifelong customer.
I purchased a coffee maker that did not perform as described and was disappointed with the product. My intention was not to leave Keurig, I planned to return this machine and purchase a more expensive Keurig model instead.
What turned a disappointing product experience into the loss of a loyal customer was the customer service experience that followed.
I contacted customer service to discuss the requirement that customers pay return shipping costs, hoping there might be an exception or alternative solution for a product that did not meet the expectations set by its advertised features. During my first call, I spoke with two representatives and was told a supervisor would call me back that day. No call came.
When I called again, I was told a supervisor had already contacted me, despite there being no missed call or voicemail. With no resolution, I proceeded with the return authorization.
Only then did I learn that returning the machine would cost approximately $80 in shipping, more than half the purchase price. At that point, returning the machine became financially unreasonable.
I contacted customer service a third time and eventually spoke with a supervisor. While polite and sympathetic, she offered a 50% discount on a future purchase and free shipping, both of which were already available through promotions on Keurig’s website.
What is most disappointing is that Keurig was willing to lose a loyal customer over an issue that could have been resolved. I simply wanted assistance returning a product that did not meet the expectations set by its description so that I could purchase another Keurig machine.
Instead, after multiple calls, an unfulfilled callback, conflicting information, and an $80 return shipping charge, I have decided that I will no longer purchase Keurig products anywhere they may be purchased. This experience has left me feeling that Keurig’s customer loyalty is valued far less than I ever believed.
