As a longtime user of
Keurig brewers and products
I’ve always ordered from the American site because of there extremely large list of available products, (235 to be exact) compared to
The Canadian site of keurig
that only has 86 choices.
So it came as a rather large shock when placing an order recently that 50% of my order could not be shipped to me.
I asked for an explination, and all I was told was that they had no information.
I then called customs and the CBA here in Canada and asked specific questions, and was told that Keurig should have this information and to call them.
After a little more digging by myself and others, we were finally furnished with a complete list of the products that were restricted, but still no precise reason for the restriction or a timeframe for it’s lifting.
We received the following message in response to this enquiry.
From: Jeannine Colella
Date: Tuesday, January 7, 2014
Subject: Restricted from shipping to Canada SR 81-344235529
To: (address removed for privacy)
The following products will be restricted for Canada:
• CS Southern Sweet Black Perfect Iced tea T6825
• CS Half and Half Black Perfect Iced Tea T6828
• CS Sweet Peach Perfect Iced Tea T6822
• CS Sweet Lemon Perfect Iced Tea T6821
• CS Sweet Raspberry Perfect Iced Tea T6824
• GMN Lemonade T6846
• Revv Pules coffee T4063
• Sweet and Creamy Regular T6603
• Sweet and Creamy Nutty Hazelnut T6604
• Acai Berry Vitamin Burst® T6863
• Strawberry Pomegranate Vitamin Burst® T6864
• GM Focus Blend TM T6724
• GM Antioxidant Blend T6723
• CS Antioxidant Max™ Blackberry Pomegranate Green Tea T6011
• CS Antioxidant Max™ Green Tea Blood Orange Star Fruit T6010
• Green Mountain® Pumpkin Spice Latte T9472
• Barista Prima® Cappuccino T9316
• Barista Prima® Café Mocha T9318
• Barista Prima® Vanilla Latte T9317
• Barista Prima® Sweetened Cappuccino T9351
• Cafe’ Escapes® Latte Creator- Creamy Latte T9417
• Cafe’ Escapes® Latte Creator- Chocolate Mocha T9416
• Celestial Seasonings® Southern Sweet Perfect Iced Tea T9326
• Celestial Seasonings® Half and Half Perfect Iced Tea T9343
The Original Donut Shop® Sweet & Creamy Regular Iced Coffee
Jeannine M. Colella
Consumer Care Representative
P: 877-208-9991 ext 7793172 F: 781-245-1869
E: jeannine.colella@gmcr.com A: 55 Walkers Brook Drive, Reading, MA 01867
W: www.gmcr.com www.keurig.com
I wasn’t impressed with the response, basically here’s a list, but I’m not providing any further information, deal with it.
I then composed the following letter to jeannine colella at Keurig.
From: Shane Davidson
Sent: Tuesday, January 07, 2014 5:14 PM
To: jeannine.colella@gmcr.com
Subject: lack of information does not make for responsible customer service.
Dear Jeannine Colella;
I am writing you today with concerns regarding the extremely large restriction on products being shipped to Canada, inparticular Ontario.
I refer you to the list of restricted products included in SR 81-344235529, and pasted below for your reference.
—list starts here—
• CS Southern Sweet Black Perfect Iced tea T6825
• CS Half and Half Black Perfect Iced Tea T6828
• CS Sweet Peach Perfect Iced Tea T6822
• CS Sweet Lemon Perfect Iced Tea T6821
• CS Sweet Raspberry Perfect Iced Tea T6824
• GMN Lemonade T6846
• Revv Pules coffee T4063
• Sweet and Creamy Regular T6603
• Sweet and Creamy Nutty Hazelnut T6604
• Acai Berry Vitamin Burst® T6863
• Strawberry Pomegranate Vitamin Burst® T6864
• GM Focus Blend TM T6724
• GM Antioxidant Blend T6723
• CS Antioxidant Max™ Blackberry Pomegranate Green Tea T6011
• CS Antioxidant Max™ Green Tea Blood Orange Star Fruit T6010
• Green Mountain® Pumpkin Spice Latte T9472
• Barista Prima® Cappuccino T9316
• Barista Prima® Café Mocha T9318
• Barista Prima® Vanilla Latte T9317
• Barista Prima® Sweetened Cappuccino T9351
• Cafe’ Escapes® Latte Creator- Creamy Latte T9417
• Cafe’ Escapes® Latte Creator- Chocolate Mocha T9416
• Celestial Seasonings® Southern Sweet Perfect Iced Tea T9326
• Celestial Seasonings® Half and Half Perfect Iced Tea T9343
The Original Donut Shop® Sweet & Creamy Regular Iced Coffee
—list ends here—
This is a rather large list, incumpusing 25 different products, that we in Ontario Canada have enjoyed purchasing from Keurig Inc. in the past.
On further review, no information has been provided to anyone regarding this rather large restriction, and the Canadian boarder agency, (CBA), as well as Canadian customs indicates that Keurig would have been advised in written form upon the first returned shipment as to why products are being restricted from being imported into Canada, specifically Ontario.
Upon myself and many others asking Keurig for a reason why, absolutely no reason has been provided and the blame has been passed to Canadian customs.
I am asking at this time for an official stance from Keurig on this matter, and for a written reason, (not just heresay) on why this restriction is in place, and a timeframe for when this restriction will be lifted if Keurig knows this information.
I am also asking that your website
www.keurig.com
be immediately updated with a complete list, and reason for the restriction so Canadians are aware of the restrictions in place.
Also, please ensure all telephone agents are also advised of the restriction, and what it incumpuses so they may advise residence that this effects, of the restrictions, to prevent disappointment when ordering.
Because of the nature of this matter, I will be posting my letter, along with any response by you or your coleagues, or a note stating your lack of a response, for public viewing on my blog as open communication at
http://stickbear.me
I look forward to hearing from you soon.
Sincerely;
Shane Davidson
We’ll see what this gets me, some of you may think I’m wrong for riding them so hard on this issue, but I think we deserve answers, and someone will give us those answers, especially when the restriction was put in place with absolutely no reason given.
Talk to you next time.