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Consumers Transfer from Keurig.com
General Questions
- Why have you decided to redirect all Canadian consumers to your Canadian website?
This decision was based on a thorough analysis. Keurig Canada is a strong entity that has invested massively in its Canadian facilities. We want to leverage our Canadian infrastructures, product brands, distribution network and labour force to offer the best products to all Canadians. Most of our products are processed, packaged and distributed in Canada. Many of our partners are Canadians. Canadians buying our products through our Canadian network is a natural evolution.
We have a complete operational structure in Canada that includes production, distribution and conversation with Canadians. We want Canadians to benefit from this structure and experience. - If customers have questions or if there is a problem with the transition, should they contact US or Canadian customer service?
They can contact Canadian customer service. - Will Canadian customers get to benefit from US promotions?
No. Canadian customers will start to benefit from various Canadian promotions on Keurig.ca.
Account Transfer
- Will my account information be automatically transferred to the new Canadian site?
Yes. Account profiles will be transferred to Keurig.ca allowing you to connect with the same username and password. Brewers registered with Keurig® will also be transferred in order to support the warranty. Brewers under warranty will be covered according to the same warranty policies. - What about transactional purchase history?
All transactional history has been archived and inquiries about previous orders can be addressed to Customer service.
Products & Pricing
- I can’t find my product in Canada?
We understand that Canadian customers may be upset that some products are not available on Keurig.ca. However, you will find the same products in Canada or an equivalent. Some brands may differ, but you will get to choose from over 170 beverages from 30 brands, including several go-to brands like Van Houtte®, Starbucks®, Green Mountain Coffee®, Laura Secord®, etc. Our customer service team will be glad to support you in finding the right beverage for your taste preferences. - What is the difference in your product portfolios (US vs Canada)? What products are currently available in the US and won’t be in Canada?
In Canada, we offer over 170 beverages from 30 brands, including several go-to brands like Van Houtte®, Starbucks®, Green Mountain Coffee®, Laura Secord®, etc. We also offer a wide variety of systems and colours. We are committed to support our Canadian brands. - I heard there’s one brewer (Keurig® Vue®) that is only available in the US, which means Canadians who own this system will no longer be able to order Vue® packs to use with their system. What are these customers supposed to do? Will you compensate them?
We are fully aware of this situation and we are addressing it individually with each Keurig® Vue® owner.
- This system is no longer for sale in the US.
- A few hundred Canadians still own this system
That said, we will be offering special compensation to these customers. Keurig® Vue® owners who have an account with Keurig can contact customer service for assistance. - Will consumers benefit from lower prices. What will be the economy for Canadians? How much lower?
Whatever you order online, you will save money. You won’t be paying international shipping and duty charges of 9.95$US, which will translate into savings. Canadians will also no longer be penalized from exchange rate variations.
Club Keurig® Points
- What about the loyalty program? Will Canadian customers who have accumulated reward points in the US get to keep them? Is there a similar program in Canada?
Loyalty points may not be transferred; nevertheless, benefits are transferable. Canadian customers will have until April 8th, 2015, to redeem their points on Keurig.com.
In addition, we will provide our Canadian customers with a 10% to 15% rebate on first beverage orders.
Auto-Delivery
- What about my auto-delivery on Keurig.com?
Last auto-delivery orders from keurig.com were shipped on April 8th, 2015. No auto-delivery orders scheduled on keurig.com will be shipped to Canada after this date. As of today, you can reschedule your auto-delivery orders on keurig.ca.
Vue® Owners
- I heard there’s one brewer (Keurig® Vue®) that is only available in the US, which means Canadians who own this system will no longer be able to order Vue® packs to use with their system. What are these customers supposed to do? Will you compensate them?
We are fully aware of this situation and we are addressing it individually with each Keurig® Vue® owner.
- This system is no longer for sale in the US
- A few hundred Canadians still own this system
That said, we will be offering special compensation to these customers. Keurig® Vue® owners who have an account with Keurig can contact customer service for assistance.
Gift Cards
- What about customers who have US gift cards? Will we get to keep/use them?
We do not offer gift cards in Canada.
We will transform gift card value into value coupons on Keurig.ca and grant the same validity period.
How to reach our Customer Service team:
Beverage and Order Support:
1 800-361-5628
1 800-361-5628
Keurig Canada Inc.
3700, Jean-Rivard Montreal,
Quebec H1Z 4K3 CANADA
3700, Jean-Rivard Montreal,
Quebec H1Z 4K3 CANADA
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