Robert O Dds

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Verified Reviewer

Extremely poor customer service

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We purchased a expensive French door Kitchenaid refrigerator in 2017. So far we have had one French door replaced and the freezer door replaced. Now the seal on the other French door is torn. I spent ONE HOUR on hold waiting to speak to customer service, never answered and I gave up. The refrigerator is a piece of crap and the service is even worse
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Preferred solution: Deliver product or service ordered

User's recommendation: Buy something else

Anonymous
map-marker Peachtree City, Georgia

Poor customer service

Dear KitchenAid terrible customer service folks, Its been over a month our new diswasher stopped working.(Dec 23) No one can give an answer when the part should be here. It is a painful process to call your customer service # and talk to someone. After an hour of trying I was able to get someone on the line. Not much help since she said the part might arrive end of the month and they can come fix it mid February. End of our conversation she says keep calling once a week to check if part has arrived. Do you think I like caling you? There is no way to track anything. No faster way to call anyone and they wont send me updates.. So now I just have to keep calling you every week?Why can't you replace it or provide a loaner dishwasher till your part arrives.Thats not a big ask. KitchenAid is best example of #poorcustomerservice .
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User's recommendation: Do not buy whirlpool or kitchen maid products

Anonymous

Rebate claim process (loop holes for them)

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Bought 10K worth of appliances based on the rebate for the upgraded products, bad info from the vendor and no help from Kitchenaid to solve this issue. This rejection was on a deposit date in 2019, however the deposit was for other appliances on that invoice not Kitchenaid products but rejected it, so they don't have to pay the rebate!
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Loss:
$900
Pros:
  • Look okay
  • Ok design

Preferred solution: Let the company propose a solution

User's recommendation: Don't buy based on rebate available, can't count on them working for their customers.

Rhonda E

LOST SHIPMENT

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On 11/26/2020 I placed an on-line order for a Blue Velvet Hand Blender Set (model# KHBBV83VB) and paid by credit card $149.99. My order number is 070170****. I was expecting delivery per confirmation on 12/8/2020. I did not receive my order. I called numerous times and I am not getting help because according to the automated voice "you are not accepting calls at this time". Please, please tell me what happened to the order I paid for? I would like it asap. Thank you.
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Loss:
$150

Preferred solution: Deliver product or service ordered

William P Dtg

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Verified Reviewer
| map-marker Arlington, Texas

Refrigerator issues

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Purchased and installed new KitchenAid Model #KRSC703HPS00 refrigerator 11/13/19. The freezer stopped working and a few days later the refrigerator stopped working in early January 2020. Called and they came out to repair 1/13/20. They replaced two parts that control the temps in each of the compartments. On 10/20/20 the refrigerator stopped cooling and when I called for service was told the earliest someone could come for repair was 10/30/20 (9 days). This is twice in less than a year the refrigerator is not working. I asked about reimbursement for the approximately $300 of perishable items we have lost during these outages and was told the warranty does not cover those items. I also asked about replacing with a new refrigerator and was told they only replace if they perform three repairs for the same issue within a year. I am very concerned the warranty ends next month and based on the previous track record this refrigerator is going to cost me significant money to keep it operational going forward. I am very disappointed the company is not concerned how this is costing me money by having to throw out perishable items along with the inconvenience of having to live with a nonoperational refrigerator for almost 20 days within one year.
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Loss:
$300
Pros:
  • Design
Cons:
  • Customer service response time is poor
  • Customer service does not listen and seek to find a solution
  • Stopped working twice within first year

Preferred solution: Deliver product or service ordered

User's recommendation: Do not buy KitchenAid refrigerators

1 comment
Machele Imf

You may be able to file a claim for the lost food through your homeowner/renter's insurance. As for the fridge, once the warranty runs out just junk the thing and buy a basic fridge with no bells and whistles of a different brand.

Anonymous
map-marker Rochester, New York

Rejection of a claim form for kitchenaid dishwasher

I received a letter in the mail in 2019 informing me of a class action lawsuit involving my kitchenaid dishwasher and a plastic upper dish rack that was faulty. I had the dishwasher repaired in 2018 for a total of $150, and filed a claim in the fall of 2019.

In July of this year I received notification that my claim was incomplete due to a missing signature. I made many phone calls to the company handling this claim form and got the run around every time I called. Finally, they told me to submit a future relief claim form that was on their website in order to be considered for the refund. I filed this form in the fall, 2020 and have been sending emails to them regarding my status.

Each time I get a "form" letter stating that my claim is being evaluated. Today I received an email telling me that my claim was denied as it was missing a "unique ID." I have no idea what a unique ID is, and it was not explained in the email. All they said is I could complete another claim form online, etc. i firmly believe that they had no intention of refunding me for the repairs and this whole thing has been a waste of my time and energy.

I will NEVER buy another Kitchen aid product if this is the type of treatment a customer receives. You can take your kitchenaid dishwasher and shove it.

When it breaks, it will not be replaced with another kitchen aid. A very disgruntled customer.

Deborah

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User's recommendation: Buy something other than Kitchen Aid

Robert C Hbh

Horrible customer Service

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Ordered a mixer and then it was on back order. No way of getting through on a phone line or live chat. NO communication at all except that it's on back order.
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Preferred solution: Deliver product or service ordered

User's recommendation: I would think twice

Rebecca C Wsa

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Verified Reviewer

Took the money and never received the product

I ordered a 6 quart mixer in September. I never received the mixer. I have been trying to get someone on the phone for 3 months now. I have got nothing but a run around. I have found that I am not the only one!!! Social media is filled with complaints! This is surprising for such a large company. They cant seem to do the right thing!
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Pros:
  • Past performance and reputation
Cons:
  • Lack of customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Buy something else!

Phyllis G Ggt

Disappointed

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I purchased a gas range and over the stove microwave from PC Richard this year, 2020. A small amount of hot water happened to spill on stove panel which was wiped off immediately. My oven is now not turning on and the message states stuck / shorted key. The earliest appointment I am able to get is December 10 (21 days wait). NO OVEN FOR THANKSGIVING! Shame on both PC Richard and KitchenAid. And not to mention the continuous peeping!!! The microwave has malfunctioned from day one. When there is something cooking on the stove and want to use the microwave, after you close the door and hit the time/start, a message comes on that the door is open. You have to open and close the door. WARNING: be sure not to enter the time again. This is a complaint posted by many consumers. KitchenAid has not figured out that the heat from the stove is causing the door sensor to malfunction.
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Preferred solution: Let the company propose a solution

User's recommendation: Read reviews PRIOR to purchasing.

Eleora Ezu
map-marker Clarks Summit, Pennsylvania

Kdpe234gps outer cover replacement

KitchenAid - Kdpe234gps outer cover replacement
My dog ate it... I need to replace and buy stainless steel cover... What is is called/cost?
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Kelly K Smg

Customer service is awful

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I waited 45!min on the phone to talk to customer service and then tried live chat. I have been on the live chat for 2 hours and 10 min and I just got notified I need to wait 45 more minutes. Like you, I have a full time job and cant watch my chat continually. Truly, this is beyond the pale
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Pros:
  • Quality
Cons:
  • Customer service

Preferred solution: Full refund

User's recommendation: Don’t buy if you need to contact customer service

Bryce S Noq

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Verified Reviewer

Warn others not to make same mistake

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BuKitchenaid refrigerator (KRSC703HPS00) delivered on Oct 8. Quit cooling in about a week. Called customer service and there is 45 minute wait time. They referred me to third part repair company who came out and fixed it. Worked for a few more days, they came out again. Worked for a few more days and now they are scheduled for later this week. 3 service calls in 4 weeks for a $3000 refrigerator. Called Kitchenaid "resolution dept" and they said I can keep calling for service that's it. After my 1 yr warranty I'm screwed. Stay away from Kitchenaid.
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Cons:
  • Lack of interest to solve problem

Preferred solution: exchange

User's recommendation: Buy another brand

Resolved
Donna M Efa

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Verified Reviewer
| map-marker Racine, Wisconsin

Resolved: Still pissed

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Updated by user Nov 18, 2020

Company fixed the issue and I have been provided with product replacement.

Original review Oct 19, 2020
Radio silence. Next step is Michigan Office Attorney General to report fraud in the extended warranty products.
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Randall D Hpm

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Verified Reviewer

On hold for 36 minutes with no answer. Attempted online chat and was informed there was a 20 minutes wait.

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Updated by user Dec 17, 2020

After calling just before they opened and being on hold for 20 minutes a very nice and helpful person answered. The issue is resolved but it took long periods on hold and trying their "chat" app. They really need to improve their customer non-service.

Original review Nov 17, 2020
I was supposed to get 25% off first attachment for a mixer when I registered the product. There was never an opportunity to get this discount when trying to order an attachment. Customer service...no answer for almost 40 minutes.
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Pros:
  • Great appliance
Cons:
  • Lack of kitchenaid support
  • Absolutely no customer servcie

Preferred solution: Let me talk to or email someone about this issue

User's recommendation: Don't expect any customer service.

Anonymous
map-marker Rochester, New York

Kitchen complete,no whitei

Kitchen totally new stove, dish washer, microwave, all kit hair white, now I get the white refrigerator, no satisfaction either
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User's recommendation: Don’t buy appliances until all are in stock

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