KitchenAid
reviews and complaints

We purchase some oven gloves in the Home Sense store a few months ago and after using them for the last few weeks, we notice that these are NOT heat proof. Whilst extracting a dish from the oven wearing these gloves the heat penetrates the gloves causing you pain, whilst dropping the dish as quickly as possible.

These are not fit for purposes nor what they are marketed to do.

Complete waste of money and counter productive.

Please could you come back to us with a response before we forward this complaint to trading standards.

My email address is: [protected]@yahoo.co.uk

Many thanks

Amanda Reed

Bought our new fridge, delivered on beginning of February 2019 and have a problem with the small door.
Whirlpool sent a technician and until now our fridge still have problemS.The small door is fixed but the 2 main doors not function right and not to mentioned our fridge not look like the same because after the took a part and put back together, our fridge have a big gap all in between doors.
The technician not report it to Whirlpool what he done to our fridge, tried to made a report about the problem but still not hear anything until now ( July 30, 2919)
Is very sad I thought we bought top of the line brand and expects to be treated good too but not at all.
Not to mention their customer care is not care at all. Every time we talked to them got fault promises and said something and at the end they said nobody ever said it.
Very sad

Model #KDTE254ESS1 serial #F60842414 Unit was leaking, underneath for quite sometime. We were unaware until our floors started warping. A tech came out today. Said the leak was through the door and was caused by a design flaw. The unit needs to be fit with new tracks etc..$500.00 for diagnosis, parts and labor. Spent over an hour on the phone with customer service. KitchenAid refused to cover the charges of their faulty product. I understand it's not under warranty but good faith, service etc.. goes a long way. All I can do is complain and let everyone I know about my experience with KitchenAid (about as bad as Samsung).

This product is definitely "quiet". After only 2.5 years of use it "quietly" emptied its water contents onto my one year old wood floors... Causing $4k of damage! Obviously, this product is built with cheap parts, as this problem was caused by a one inch defective rubber grommet (kitchenaide wanted $350.00, found online for $16.00)! I noticed all the 5 star reviews, then notice most have "incentivized review" noted to the side. You have to pay for a good review! Why don't you just make a 5 star product! My "louder" 14 yr old kenmore (never leaked), was upgraded to your kitchenaid trash. How about you incentivize me by fixing the damage to my floor your product caused! I would not recommend your product to an enemy, much less a friend.

Hi there
I bought all new Kitchen Aid appliances in December, arrived in January. The 5 door fridge is now dead, here is what is going on…
July1- we came home to a fridge/freezer warmer that the temperature of the interior of the house and the food all bad.
July1- I called the service number right away. When talking to the lady she said the service man will contact me to arrange a appointment. She also said there is $150 available for the loss of food.
July2 (9:15)- Moore appliance called and said they will try to have the service man come today.
July2- (11:15)- service man comes and looks over fridge.
July2- (5:00) -I call Moore to see what is wrong with it and the next step. The guy did not have record and told me he doesn't think anyone looked at it. No information given to me and no call back to inform me as to what is going on.
July3- still no call back. At 11:50 I call them and they called me back 12:30 to tell me there should be parts on Thursday. They booked the service guy to come back. There was no information as to what is actually wrong with the fridge. So we are now booked for another work day….
July9- (10:10) Vary frustrated with this. I called the service number. Talked to Makayla, after being put on hold she comes back to tell me what I know (they are coming Thursday). I told her my frustrations and then offers me to extend my warranty 6 months and put me on a casalation list for the service guy to come sooner. I let her know the first call in the lady said there is $150 for spoiled food and I let her know there was well over $500 in spoiled food. She said there is nothing for spoiled food. I let her know if these calls are recorded she can listen for herself. She said there is no one that can go over that call. She put me on hold again, after waiting another 10 minutes I hung up.
I am very disappointed
1- Fridge is only 6/7 months old
2- $500+ food spoiled (went when we were gone over the long weekend)
3- 2 hours of cleaning trying to remove everything and the smell
4- The smell is not going away
5- Lack of communication from service/part company
6- 1.5 weeks without fridge (3 younger kids at home)
7- Feel I was being lied to when calling service line
8- Told one thing then told it was wrong
9- First lady was pleasant and nice when I called the second lady was rude.

I feel all the food should be covered as well as the fridge or freezer compartment replaced as there is a horrible smell and this is a new fridge.
Teresa

Bought this range last summer and it is hazardous. The knobs haven't a safety on them and if I get to close to them cleaning the stove or putting the oven on or reaching across the stove and they get bumped the gas comes in and the smell of gas is present. I am constantly checking and rechecking the knobs. I am sick of dealing with the stress of the design of this stove.

My crock pot Model KSC6223SS is starting to lose the display. Kitchen Aid warranty is only for one year. So do you expect the crock pot to only last one year - that is outrageous !
I called and Kitchen Aid only stands behind the product for ONE YEAR
After reading some complaints and reviews, I clearly chose the wrong manufacturer. I thought Kitchen Aid was a reputable brand

I Purchase the mixer on 04/05/2918 and after 2 time we used its got vibration and electric shock ( Grounded) after server time I deiced to take it for repair on 02/03-2019, its take time because it was a gift for my grandma which she leave in other country.

the device take 3 weeks or 4 weeks in repair, after I take it again same issue came vibration and electric shock, I contact the dealer AL Gandhi but the manager was careless and he send me a video to how fix my device by my self, and even didn't call back.

I paid a lot of money compare to the market price for this device to get a quality, but its really shame how this machine it perform, Kitchen air is a big brand name and therefore I talk it to my grandma for a gift, but I thing it was a mistake.

the device now parked in my home store useless and its still under warranty, I dont wont it any more, it put my family in dangers and our dealer not care he went me to try until kill someone, I need my money back or replacement please.

Totally disspointed with Kitchenaid quality

Adel,

here is detail of the repair order :

JOB NO : 1900082
Mobile : [protected]
Serail NO: W64025137
Model NO: 5KSM175PSBAC
Item has purchased from Crate & Barrel Duabi on 7-May-2018

attached the device after fixing

Sale Order # 0303901SBUK. Hi I Purchase $12, 000 dollars in appliances and sofa's and my hood fan that I paid nearly $2, 000 is all scratched. The delivery guys delivered it on May 24th but Leans couldn't make arrangement on time to have it installed until June 3rd. Anyhow the installer came and removed it from the box and installed it. I went to windex it clean and noticed it is all scratch up everywhere and the finished exterior ducting is all warped. Now it's a hood fan and we don't live on hood fans so I believe I received a damaged product and your installer installed it without calling me to notify me of the damaged. I want a replacement hood fan to be reinstalled. Here are some photo's for you to see. Please call my Wife Yulia to make arrangements at [protected] or Vince at [protected].

Sincerely
Vincent Petrasso

I contacted Kitchenaid customer service last week and provided the information on my non-cooling wine fridge as well as the purchase date/receipt info. I was told they would send out a contractor tech who would be able to tell me if the repair was covered under warranty. However, the tech said the warranty was clearly expired but the $99.95 call out charge was split between Kitchenaid and the repair company. This seems to be a sham as Kitchenaid suggested it may be covered under warranty and they clearly knew the purchase date of the fridge.

Started receiving error code F8E0 and the oven would shut off completely. Called KitchenAid and received the name of a certified repair company. They immediately said "its the fan" and replaced the fan. First time I tried to use the stove, same problem. Called them to come back out and they told me since the town had experienced a wind related power outage, it must be the control panel. Really? So every power outage I experience is going to cost me $800 to fix the fan and the control panel? Now I see other KitchenAid owners are experiencing similar issues. Three years and it looks like I'll need a new stove. Very disappointing! Lynn R. NH

This is how you lose customers. Just letting you know in the vain hope that at some point American companies will care about customer service.

In January the cooling system of our 9 year old Kitchenaid refrigerator failed. Your authorized service company in this area, Potomac MD, is called VIA. VIA charged us $120 for a service call to tell us what we already knew, said the labor to fix it would cost $500. They returned a couple days later, installed the new parts which were covered by Kitchenaid's warranty. When I noted that $500 seemed an awfully high labor charge for 1.5 hours of work, they agreed to reduce the charge to $375.

At the end of April we returned to find that the cooling system had failed again. Kitchenaid Service again referred us to VIA, which again charged us $120 to tell us that the cooling system had failed. They told us that while the parts were still under warranty, their labor is covered by warranty for only 30 days and that the labor charge to re-do the repair that had failed would be $550. We protested that it was reasonable to assume that their repair in January had not been done properly, rather than assuming that the new parts were defective, and asked VIA to perform the repair again at no cost to us. After reviewing the matter, they refused.

As a result, we have bought a new, non-Whirlpool, refrigerator and won't be looking to buy any more Whirlpool products for a while.

I was recently given a Kitchenaid grill for Fathers Day and I am frustrated with how quickly this grill became worthless. Upon opening the box and assembling it I noticed that certain parts were dented in (Which ultimately lead to water seaping into these areas). On top of that the hood of the grill has become rusted even after carefully covering the grill. This grill has been used a maximum of 5 times since I received it and this is unfortunate. I have pictures to prove my claim.
Hello Jamar Greene,
Thank you for contacting The Grill Services. I do apologize what you are experiencing with the grill. I would like to look into your warranty and try to assist you with this matter. Please fill out the below information to register your unit. To fully complete the warranty registration, a copy of the proof of purchase is required; you can attach this to be uploaded to your profile.
First Name:
Last Name:
Phone:          
Street Address:
City:
State:
Zip:
Model#:
Serial#: 
 
Jessica Garcia
 
Customer Service/ Technical Support
The Grill Services Corporation/Nexgrill Inc.
14050 Laurelwood Pl
Chino, CA 91710
Phone: (800) 913-8999
Fax:   (909) 598-1545
Web: WWW.NEXGRILL.COM
Web: WWW.GRILLSERVICES.COM
Show quoted text
First Name: Jamar
Last Name: Greene
Phone: [protected]  
Street Address: 340 East 26th street
City: Brooklyn
State: New York
Zip: 11226
Model#: 
Serial#: 
Not sure where to find the model # and serial # as I no longer have the box or manual. Receit attached.
Show quoted text
Hello Jamar,
 
Thank you for information. However, the invoice provided does not have a description of the item and I do not have access to enter into the Home Depot accounts.
 
Jessica Garcia
 
Customer Service/ Technical Support
The Grill Services Corporation/Nexgrill Inc.
14050 Laurelwood Pl
Chino, CA 91710
Phone: (800) 913-8999
Fax:   (909) 598-1545
Web: WWW.NEXGRILL.COM
Web: WWW.GRILLSERVICES.COM
 
Show quoted text
Show quoted text
Hello Jamar,
 
I do apologize you did not receive the emails. However, you can locate the model number and the serial number on the grill itself. You will see a manufacture sticker on the grill.
 
As for the parts that need to be replace. I could provide the items under warranty, since the items have a one year warranty. Please note, if the items are under warranty you are not responsible for the cost of the parts just the shipping and handling.
 
Jessica Garcia
 
Customer Service/ Technical Support
The Grill Services Corporation/Nexgrill Inc.
14050 Laurelwood Pl
Chino, CA 91710
Phone: (800) 913-8999
Fax:   (909) 598-1545
Web: WWW.NEXGRILL.COM
Web: WWW.GRILLSERVICES.COM
 
From: Jamar Greene  
Sent: Friday, December 28, 2018 11:08 AM
To: CustomerService
Subject: Re: Kitchenaid Grill Complaint
 
First Name: Jamar
Show quoted text
Show quoted text
Hi,
There was no sticker found on the grill. However, the model number is 810-0021 and the SKU number is [protected].
I do not think parts will fix the problem because the inside and outside are both rusted. Also the pull out tray and pit fills with water. A new grill would be the best solution as this one was poorly manufactured and the overall grill warranty is for one year.
Show quoted text
Hello Jamar,
 
Unfortunately, we do not replace grills. We only offer replacing parts and technical support. If you wish to replace you will need to contact the vendor and follow their return policy.
 
Show quoted text
Ok so I contacted the vendor and they said that they only offer 90 day returns. So since they seem to be unhelpful my only option now is to replace the damaged parts. How do I start this process? I would need a new hood, a new chimney, and bottom plate where the charcoal goes because all of these items are rusted and bent I assume due to poor manufacturing (delivered this way).
Show quoted text
Please advise status of below request.
— Forwarded message —
From: Jamar Greene 
Show quoted text
Show quoted text
Hello Jamar,
 
I do apologize for what for what this may have cause. Please contact our Parts Department at 866-601-5799 to place an order. Please have your model number and serial number during the call.
 
Jessica Garcia | Customer Service Representative  
14050 Laurelwood Place,
Chino, CA 91710 USA
800-913-8999 |
 
From: Jamar Greene  
Sent: Sunday, April 7, 2019 9:13 PM
To: CustomerService
Subject: Re: Kitchenaid Grill Complaint
 
Ok so I contacted the vendor and they said that they only offer 90 day returns. So since they seem to be unhelpful my only option now is to replace the damaged parts. How do I start this process? I would need a new hood, a new chimney, and bottom plate where the charcoal goes because all of these items are rusted and bent I assume due to poor manufacturing (delivered this way).
 
On Thu, Mar 28, 2019, 6:43 PM CustomerService wrote:
Hello Jamar,
 
Unfortunately, we do not replace grills. We only offer replacing parts and technical support. If you wish to replace you will need to contact the vendor and follow their return policy.
 
Jessica Garcia
Show quoted text
Will do, thank you. 
Hide quoted text
On Tue, Apr 16, 2019, 5:17 PM CustomerService wrote:
Hello Jamar,
 
I do apologize for what for what this may have cause. Please contact our Parts Department at 866-601-5799 to place an order. Please have your model number and serial number during the call.
 
Jessica Garcia | Customer Service Representative 
14050 Laurelwood Place,
Chino, CA 91710 USA
800-913-8999 |
 
From: Jamar Greene  
Sent: Sunday, April 7, 2019 9:13 PM
To: CustomerService
Subject: Re: Kitchenaid Grill Complaint
 
Ok so I contacted the vendor and they said that they only offer 90 day returns. So since they seem to be unhelpful my only option now is to replace the damaged parts. How do I start this process? I would need a new hood, a new chimney, and bottom plate where the charcoal goes because all of these items are rusted and bent I assume due to poor manufacturing (delivered this way).
 
On Thu, Mar 28, 2019, 6:43 PM CustomerService wrote:
Hello Jamar,
 
Unfortunately, we do not replace grills. We only offer replacing parts and technical support. If you wish to replace you will need to contact the vendor and follow their return policy.
 
Jessica Garcia
 
Customer Service/ Technical Support
The Grill Services Corporation/Nexgrill Inc.
14050 Laurelwood Pl
Chino, CA 91710
Phone: (800) 913-8999
Fax:   (909) 598-1545
Web: WWW.NEXGRILL.COM
Web: WWW.GRILLSERVICES.COM
 
From: Jamar Greene  
Sent: Sunday, March 24, 2019 4:10 PM
To: CustomerService
Subject: Re: Kitchenaid Grill Complaint
 
Hi,
 
There was no sticker found on the grill. However, the model number is 810-0021 and the SKU number is [protected].
 
I do not think parts will fix the problem because the inside and outside are both rusted. Also the pull out tray and pit fills with water. A new grill would be the best solution as this one was poorly manufactured and the overall grill warranty is for one year.
On Wed, Feb 27, 2019, 6:45 PM CustomerService wrote:
Hello Jamar,
 
I do apologize you did not receive the emails. However, you can locate the model number and the serial number on the grill itself. You will see a manufacture sticker on the grill.
 
As for the parts that need to be replace. I could provide the items under warranty, since the items have a one year warranty. Please note, if the items are under warranty you are not responsible for the cost of the parts just the shipping and handling.
 
Jessica Garcia
 
Customer Service/ Technical Support
The Grill Services Corporation/Nexgrill Inc.
14050 Laurelwood Pl
Chino, CA 91710
Phone: (800) 913-8999
Fax:   (909) 598-1545
Web: WWW.NEXGRILL.COM
Web: WWW.GRILLSERVICES.COM
 
From: Jamar Greene  
Sent: Friday, December 28, 2018 11:08 AM
To: CustomerService
Subject: Re: Kitchenaid Grill Complaint
 
First Name: Jamar
Last Name: Greene
Phone: [protected]  
Street Address: 340 East 26th street
City: Brooklyn
State: New York
Zip: 11226
Model#: 
Serial#: 
Not sure where to find the model # and serial # as I no longer have the box or manual. Receit attached.
 
On Thu, Dec 6, 2018, 11:29 AM CustomerService

My husband and I purchased a home in November, 2018 where the home was only 4 years old. Last Saturday I utilized the self clean option on our lower oven. Half way through the cycle the panel went completely black and the oven stayed in the locked position. I had a Kitchenaid repairman out here yesterday to look at the oven. We now have to have our complete double wall oven replaced. The worst part about this is that you all are aware that this is quite common when using the self clean option. How you are allowed to sell these ovens knowing this is pure negligence. As a Gold Star Spouse I am completely appalled. As a Paralegal in a Law Firm who knows your company is invovled in a class action lawsuit for this exact reason I am looking for compensation for the replacement of our oven. Please contact me immediately to resolve this issue.

We purchased this refrigerator a year and a half ago and had service july of 2018 for a broken waterline in the door and the service guy replaced the motherboard, a fan and the ice-maker as a warranty / upgrade.
The refrigerator died two weeks ago... Three boards went out leaving us with out a refrigerator. The service company is supposed to come out today to try to fix it. We purchased $ 12, 500 worth of kitchenaid appliances and the refrigerator is a pos. If this fix doesn't work I am going to be upset and will take a different approach.

I purchased the machine this month Jan., 2019, and did not use it until 2 days ago. I was using the dough hook, kneading bread dough and everything seemed to be going OK. After about 5 minutes, the device started to smoke, so I tried to turn it off. The on off power control switch had no effect on the operation of the machine and I had to pull the power cord to shut it off. So my complaint is the machine broke down after only 5 minutes of run time. What are my options? Can I get my money back, or will you replace or repair this one?

I cooked a dinner at temp of 425 and had a spill over into bottom of oven. After I let it cool I attempted to wipe it clean with plain water and dish cloth as instructed in manual. The finish is ruined with pitting and discoloration. I am furious. I am quite sure there is some explanation. Please let me know what can be done to make this right. The range was purchased December 2016 and actually used very little since then.

I'm incredibly disappointed in this product and these companies.

Over the holidays (Dec. 25, 2018), my just under 4 year old dishwasher leaked into our basement. Turns out, it had been leaking for a bit; building up water underneath the unit until it went into the basement. Our very good and reliable local service technician immediately identified a faulty pump/motor assembly. He said he'd replaced 30+ of those assemblies on this model KitchenAid dishwasher in 2018 alone... and that he owned the same model dishwasher himself and he also had to replace the pump/motor. This on a not even 4 year old machine, which, outside of this major issue, I really like!

There are plenty of similar complaints on this website and others. And, of course, it's out of warranty. It's cheaper to replace the part than the entire dishwasher, but not if I have to replace the part every 3 years if it continues to fail.

I called Whirlpool to log a complaint and request payment for the new pump/motor (a $150-$200 part). I was told they weren't any recall notices or history of consumer complaints. I find that entirely suspect, but they would not offer any support. This was my first KitchenAid appliance... and likely the last if this is an indication of their quality/durability over time.

I had a refrigerator, 1 1/2 years old, break (motherboard x 2, motor and fan) in the past 2 months. Kitchenaid customer service was cordial and professional. They decided to replace the entire refrigerator because our model (KRFC704FBS) was notorious for poor quality. I was told it had been discontinued for some time while it was redesigned and was recently (~2 months ago/fall of 2018) re-introduced to the market under the same model number.

My complaint is with the "PECS" team (Product Exchange team). After Customer Service discussed our situation and told us they will replace the refrigerator, they handed the process over to this "team" (I assume it's a contracted company). They filed the paperwork and told us the "PECS" team will contact us in 24 to 72 hours. For reference, I was given their phone number as [protected]. As promised, they did contact us and leave voicemail as we were not home at the time. Since then, I've phoned them 7 times trying to re-connect. Each time, per the recorded message, I typed in our home number and was put on hold. There is music playing but no message telling me how long my estimated wait will be - just music. Each time I sat on the phone for an hour before having to hang up. The last time I sat on hold for 3 hours and 48 minutes with nobody answering!

I called Kitchenaid Customer Service and asked if they could help and was told they cannot. The only way I can contact the PECS team is through the phone number provided (that's what makes me think it's a separate company contracted to manage Kitchenaid replacements). I also used the Kitchenaid Customer Service Live Chat and received the same response.

In short - I am getting nowhere with this replacement. I can only assume it is part of Kitchenaid's strategic planning; hoping customers will give up on the replacement, thus saving them money.

If they call again, I've instructed my wife to ask 2 questions before proceeding with any conversation: (1) what is your direct phone number (not the 877 number), (2) what is your manager's direct office or cell phone number.

In 2012 we purchased a gas range Architect series II Model KG55907SSS02 Serial# D04392752 in Dayton, Ohio for $1, 500.
In June of 2018 the oven failed to heat to temperature -- the "spark module" was not sending a signal and the rear computer panel needed to be replaced for $450 (including $273 for the part). Two months later, the front panel failed. Additional repair cost: $400.

Having to make a major repair on a 6-year-old high end domestic range does not reflect positively on the quality of the product. To have it happen with two separate parts, reflects poorly on the company that made the product: Kitchen Aid/Whirlpool.

Along with the range, in 2012 we also purchased a Kitchen Aid dishwasher whose top rack we've had to reinforce with wiring, and whose grinding mechanism we had to repair because a piece of plastic from the upper rack was caught inside it... we also continue to have electrical problems with that product.