KitchenAid
Reviews and Complaints

As someone deeply passionate about culinary experiences, it pains me to see the mixed reviews surrounding KitchenAid. While some customers have expressed satisfaction with their products, others have faced significant challenges. Issues range from poor customer service to product malfunctions, leaving many feeling disappointed and frustrated. It's disheartening to witness such discrepancies in quality and service from a brand that holds a significant place in the culinary world. As a potential customer, it's essential to weigh these reviews carefully before making a decision. Remember, your kitchen deserves the best, so choose wisely.

I have used these mixers for 30 years. I passed on my trusty Epicurean bowl lift mixer that had seen 20 plus years of major breadmaking. I wanted a bigger bowl. Got new mixer. The finish marred/scratched easily. The bowl vibrated when mixing. Long story short, Kitchenaid did send replacement BUT it was missing a beater. I put these mixers side by side and ran them. Replacement mixer had speed control issue too. Finally! I switched bowls and this fixed the vibrating bowl. Then I had to pack up second mixer and ship back. What a hassle! Kitchenaid WAS a reliable company. No more. And they've cheaped out on quality. Whirlpool is Kitchenaid. Spend money elsewhere.

We purchased a KitchenAid Range from Sears 3 years ago. We have some other KitchenAid appliances and have been happy with them. I wish I had asked more questions about the AquaLift Self Cleaning Technology. I have had self cleaning ovens in the past and was always happy with the results of a shiny new looking oven after a cleaning cycle. The AquaLift Technology is really a joke. I have tried multiple times using the AquaLift cycle and have repeated up to 4 times a cleaning and have yet to see not one difference in the condition of my oven. You cannot use chemicals r cleaners in the oven so I am stuck with a dirty dingy oven. I cook quite often and it frustrates me everytime I open the oven and see the lingering mess. Check out the reviews online for AquaLift for yourself and take my advice. Do not buy a range/oven if this is the self cleaning method.

I own only kitchen aid appliances and tools. Will stock my kitchen with kitchen aid appliances as I go along.

I love KitchenAid stand mixer because it is durable, easy to clean and above all, easy to use. So no wonder many people...

Do you remember this old slogan of theirs? I sure do. I remain a huge fan and loyalist. The only car for me is a Volvo... and the only appliance for me is a Kitchenaid. Most of my appliances were made by KM:
Dishwasher, Fridge, Microwave, Washing Machine
I especially love my DW and WM as they are the old-school mechanical types as opposed to electronic... therefore easy to use and easy to repair. My most recent acquisition was the microwave... and it is a sleek stainless steel model that looks and behaves quite stylishly in my kitchen. I strongly recommend that KM keeps a few mechanical type appliances in their line, as not all of us are into the digital and electronic age. Five glorious stars for you, KitchenAid!

Bought a Kitchen Aid Dishwasher from Lowes in May to be installed at a later date; Lowe's had a bundle sale, so why not.

Dishwasher was delivered, left in its original packaging because we did not want to open it due to construction going on around it. Come to find out, the dishwasher was delivered damaged with two dents on the back. Mind you, it was still in the original packaging with the Styrofoam packing still around the corners.

Fast Forward, see the dents on the dishwasher, call to find a solution and all I hear from Kitchen Aid is their 30 day cosmetic return policy. No willingness to help or understand, no care. Doesn't matter if I did not open it when it was delivered to "inspect" it as I was told I should've done by KitchenAid.

I will not buy another device from them and it appears this is not the first time there has been an issue with a dishwasher.

Not good. I had a tough time ordering a stand mixer from KitchenAid. I placed the order and got a confirmation, and I saw the charge on my credit card. But then I got an email saying that my order was cancelled. I called to find out what was going on, and they told me that it was because my billing and shipping addresses were different. I tried again over the phone, but I didn't get a confirmation. The original charge was still on my credit card, but the new order didn't show up. I contacted KitchenAid, and they told me that the order was cancelled because my billing and shipping addresses were different. I explained that this had happened before, and I placed the order over the phone to make sure it didn't happen again. But they said they didn't know what was wrong, and their system didn't accept the order. So I tried again. The old charge was taken off my credit card, and the new charge showed up as pending. But I still didn't get a confirmation. I followed up twice by email, but I didn't get a response. A week later, the order showed up at my billing address, which I don't like to use because packages often get stolen. Luckily, it wasn't stolen this time, but I won't be ordering from KitchenAid again.

I recently purchased a KitchenAid double oven range with an induction glass cooktop from Mullets Appliance in Sarasota, FL in February 2021. Unfortunately, within the first year of owning the appliance, the cooktop cracked. Thankfully, Mullets replaced the glass cooktop under warranty. However, my troubles did not end there. Within a year, the replacement cooktop also cracked. I immediately called Mullets, and they initially told me that it was still under warranty. However, the day before it was to be installed, they called me to say that they made a mistake and that it was not covered under warranty after all. I was shocked to hear that I was on the hook for $680.00. They told me that if I had called just three days earlier, it would have been covered. I was extremely frustrated and disappointed with their service.

I decided to call Whirlpool/KitchenAid to see if they could help me. Unfortunately, the person I spoke to at KitchenAid was not helpful at all. She seemed disinterested and didn't care about my situation. She told me that they don't warranty parts and that it was up to Mullets to handle the situation. I felt like I was being passed back and forth between the two companies. It was very frustrating.

I am extremely upset with both Mullets and KitchenAid. Two cracked cooktops in just two years is not normal. There is clearly something wrong with the product, and KitchenAid should stand behind it. It is not fair that the customer has to foot the bill for faulty products and service. I have no intention of buying their products or ever doing business with them again. It is a shame because I had high hopes for KitchenAid, but they have let me down.

Kitchenaid used to be a great brand for kitchen appliances, but it seems like their "quality control" has really gone downhill. We purchased a fridge, dual oven range, dishwasher, and microwave, but only the microwave is currently working. The dishwasher has been leaking from underneath since June, and even though we have an extended warranty, they haven't been able to fix the problem. The stove's top part of the gas oven doesn't preheat well, taking about 60 minutes to reach 350 degrees. Additionally, the turn knobs for the range are melting and crinkling because of the heat from the oven, even though we don't leave the oven open. The fridge is also leaking underneath the deli tray and freezing, then defrosting and leaking out toward the door. This issue was fixed in May 2020, but it's happening again.

To make matters worse, Kitchenaid wants to send a service tech for $139.95 per appliance, and those fees don't even go toward the repair. We would still need to pay for parts and labor, unless a part is covered by the limited warranty, in which case we would only need to pay for labor and service fees. This is ridiculous, especially considering that we spent about $10,000 on their appliances. We will never buy Kitchenaid again, and we will make sure to inform everyone we know on social media about their poor quality of items and customer relations. This is not the way to keep customers. Kitchenaid should recognize when there is an issue, especially when someone has spent so much money on their appliances. We have included pictures of the model numbers below.

I recently had an experience with KitchenAid that left me feeling frustrated and disappointed. I had to return a mixer and called customer service to check on the status of my refund. After waiting on hold for 15 minutes, I finally got through to a representative who told me that my refund had been processed and that the credit should be on my card that day or the next.

However, a week later, I still had not received my refund. I called on Monday and waited on hold for 45 minutes, but no one answered. The next day, I called again and waited for 42 minutes, but still no answer. I even tried calling the large appliance number, but they just transferred me back to the small appliance number.

After waiting on hold for another 35 minutes, I finally got through to someone who told me that there was nothing they could do to help me. I asked to speak to a supervisor, but they just transferred me back to the small appliance number. I waited for over 20 minutes before I finally hung up and decided to call my financial institution to file a dispute.

It wasn't until the next day that KitchenAid finally sent me my refund. I was extremely disappointed with their customer service and felt like I had been subjected to torture. I have never experienced anything like this in my 63 years of life. While KitchenAid may make good products, their customer service is absolutely terrible. I will never buy from them again and I would not recommend them to anyone. If you want to avoid being stuck on hold for hours, I suggest you steer clear of KitchenAid.

I recently had a frustrating experience with KitchenAid appliances that I feel compelled to share. My family and I moved into our new home in 2017 and decided to purchase all KitchenAid appliances, including a refrigerator, oven, dishwasher, microwave, and stove. However, after only four years, the start button on my microwave control panel broke. I reached out to customer service in November 2021, hoping to find a solution to my problem.

Unfortunately, I was disappointed with the quality of the original product. I was informed that no replacement parts were available, and I would have to replace the entire microwave. This was unacceptable to me, especially considering the cost of the appliance. Even with a loyalty discount, I had to pay $450 for the replacement and an additional $100 for installation.

To make matters worse, I spent hours on the phone trying to contact customer service, but I couldn't seem to get through to anyone who could help me. I received multiple emails telling me that my product was back in stock, but when I tried to order it, it was still out of stock. I even wrote a letter to the CEO of KitchenAid, but I never received a response.

Finally, in March 2022, I received the replacement microwave, five months after my initial contact with customer service. However, the turntable piece they sent me was the wrong one for my model. I had to wait even longer for a replacement, which was frustrating and inconvenient.

To make matters worse, my neighbor had a similar problem with their KitchenAid microwave, which was the same model as mine. They ended up buying a new one from a local retailer, which was a disappointing solution.

Overall, I am extremely disappointed with the quality of KitchenAid appliances and their customer service. The fact that replacement parts are not available for a four-year-old appliance is unacceptable, and the lack of effective solutions and communication from customer service is frustrating. I will never buy a KitchenAid appliance again, and I hope that the company takes steps to improve their products and services in the future.

I recently purchased a top-of-the-line KitchenAid gas range, the KSGB900ESS0, which cost me a pretty penny at $2,400. Unfortunately, some parts of the oven are no longer under warranty. Two months ago, I encountered an issue where the oven would not turn on and an error message appeared on the display. I immediately contacted the KitchenAid authorized repair service and they came to my home to assess the situation. They determined that two parts needed to be ordered in order to fix the issue.

However, it has now been two months and the repair service is still waiting for the parts to arrive. Every two weeks, they inform me that the parts are due to arrive in another two weeks. I even contacted the Whirlpool parts department, which is KitchenAid's parent company, and their warehouse to inquire about the parts. Unfortunately, they informed me that the parts would not be available for another four months. This means that I will have to wait a total of six months without being able to use my oven.

I have contacted KitchenAid several times and even spoke to a higher level of support, but the outcome was always the same - I just have to wait. I suggested that they obtain the same part from outside distributors or from an existing oven in their warehouse, or even replace the oven altogether, but my suggestions were rejected.

It is frustrating to think that this is still a current model sold in most appliance stores, yet KitchenAid does not seem to plan for parts to support their sales and customers. If circumstances brought about this situation, then KitchenAid should go the extra mile to support their customers. After all, would anyone buy a car from a company who could not provide parts? The solution of just waiting six months or more without the use of my oven is unacceptable.

Overall, I am disappointed with the lack of support and customer service from KitchenAid. I hope that they will take this feedback into consideration and improve their processes to better support their customers in the future.

I recently purchased a KitchenAid range and dishwasher, as I was recommended the brand as a "higher end option" for appliances. However, I have been continuously disappointed with the poor performance and issues that have arisen with both appliances.

The dishwasher, in particular, has never worked properly. Despite fully handwashing dishes beforehand, the dishwasher seems to make them even dirtier. Additionally, the detergent regularly fails to dissolve after an entire cycle. After having someone take a look at it, I was informed that the motor for the unit is simply not big enough, causing it to weakly circulate warm water.

As for the range, I have experienced a multitude of issues in just three years of ownership. On separate occasions, the entire front electrical board blew out, the top interior burner blew, and the bottom burner blew, which also managed to crack and blow out the back electric board. It is frustrating to have to pay for so many repairs, especially when the total cost of repairs exceeds the original cost of the range.

When I contacted KitchenAid to explain the issues with the range, I was told that these things can happen with man-manufactured items. I was also informed that it is "just luck" for a brand new $2600 range to only last three years. The company offered a "good faith" discount of 15% off a new unit, which I found to be less than generous.

Overall, I am extremely disappointed with the poor quality and performance of both appliances. I will never purchase a KitchenAid product again and will make sure to tell anyone who will listen about my negative experience. In fact, both appliances have already been thrown in the garbage where they belong.

I gotta say, don't waste your hard-earned cash on KitchenAid appliances! My family and I bought all our major appliances from them about 6 years ago, and boy, have we had some issues.

First off, when our fridge was delivered, the delivery guys decided to take the complicated doors off to get it through the door, even though they didn't need to. As a result, the fridge didn't work properly, and the freezer kept overworking. Plus, we couldn't even close the drawer properly! What a mess.

Now, the little panel that controls the temperature of the veggie drawers just stopped working out of nowhere. When I called KitchenAid to ask for help, they said they could send a tech over for $140 a visit, not including parts or labor. When I asked how much it would cost in total, the agent didn't even give me an answer! What kind of customer service is that?

And don't even get me started on the range. When it was supposed to be delivered, the guy loading it onto the truck dropped it and broke the glass. They finally delivered a new one a few days later, but after only 3 years, the cheap knobs started peeling off. I even cut my finger on one of them! When I complained, the agent sent replacement knobs, but now, only 3 years later, they're peeling off again. When I called to ask for new ones, they said they'd send them, but it would cost me $84.49 EACH, plus shipping and handling. I need 5 knobs, so that's a lot of dough!

Honestly, I would never buy from KitchenAid again. Whether it's their countertop appliances or their major ones, I'm done with them. For the price we paid, these appliances should have lasted much longer than they did. As a customer, I'm super disappointed.

I recently purchased a bowl mixer from KitchenAid and was disappointed to find out that some of the accessories contained lead. I immediately called customer service to cancel my order, but was put on hold for a whopping 45 minutes! Finally, I was able to speak with a representative who assured me that my order would be canceled. However, two days later, I noticed that the charge was still on my credit card. I called customer service again and was put on hold for 55 minutes this time. The representative promised to look into the issue, but I never heard back from them.

I also tried to contact them through their online chat, but it was never operational and only provided a generic "chat is offline" message. To make matters worse, the item arrived a week late, so I had to call customer service for the third time (on hold for over an hour). This time, I was told that a pre-printed label from FedEx would be emailed to me in 1-3 days. However, it took them five days to send the label, which was frustrating since I couldn't contact them over the weekend. I called them again for the fifth time to get the label, but they had the wrong email address on file. After four more business days, I still didn't have the mailing label, so I called them yet again. This time, they had recorded my email address incorrectly...AGAIN! Finally, after 3 1/2 weeks of this nonsense, I received the mailing label.

I was relieved when FedEx communicated with me via text that the return was delivered in just one day. However, KitchenAid has no online avenue to track the return processing and refund now that it is back at their warehouse. So, I had to call them again to get an update on the status. They told me that it will take 5-10 days to process the return and another 5-10 days to post the refund to my credit card. It has now been more than a month since my credit card was charged, and if I had not made my latest credit card payment, I would have been charged interest for this product even though I no longer have it and it is sitting in their warehouse.

Overall, this has been the worst online buying experience I have ever had. Although KitchenAid products are good (if they don't contain lead), I will never buy directly from them again. The customer service was terrible, awful, and completely frustrating. It's a shame that such a reputable brand has such poor customer service.

December 22, 2021

I recently had to replace my KitchenAid refrigerator, which broke down earlier this month. It was a frustrating experience, as I had already replaced several other KitchenAid appliances in my kitchen remodel back in 2015. However, I must say that the customer service I received from KitchenAid was exceptional. They prorated the cost of my replacement oven when it broke down, and even offered me a new oven at a discounted price when I had issues with the glass on the oven door.

Overall, I have had mixed experiences with KitchenAid appliances. While my microwave has held up well and my dishwasher is still functioning after a repair, I had to replace both my oven and cook-top twice in just four years. This was a major inconvenience and expense, and I was disappointed with the quality of these products.

That being said, I appreciate the efforts that KitchenAid made to rectify the situation and provide me with a satisfactory solution. While I may be hesitant to purchase KitchenAid appliances in the future, I would still recommend them to others based on their excellent customer service and willingness to make things right for their customers.

Purchased KOEC527PSS00 ON 7/13

INSTALL 7/ 19/24 microwave Not working

7/2624 kitchenaid repair person installs inverter,montron still not working and our service time was 11am he didn’t call and finally showed up 1:15

8/8/24 service person back with another part. Wrong part😡 have to reorder next service date 8/23/24 this is RIDICULOUS. This should have been replaced! But here we sit with 3k unit that does not work and won’t know if it will be fixed till 8/23/24

Customer Service is Horrible! The dealer should have just replaced the none working unit! That would be called Customer service

“Don’t buy Kitchenaid”

December 17,2021

I'm back with an update to my no-good awful purchase of Kitchen aid appliances for my kitchen remodel. I have come to the conclusion that my pallet of appliances was dropped or they were seconds. They were all installed February 18,2015.

The newest replacement purchase, a refrigerator (it broke first part of December 2021, and purchased new one December 17,2021)

I purchased a stove, (I had to replace), cook-top (I had to replace) dishwasher I paid to have repaired and still have, a refrigerator (broke first part of December, and purchased new one December 17,2021). That leaves the microwave It has not been worked on and is still working.

I guess one out of five is a winner.

May I add, the only one I replaced from Kitchen Aid was the oven. I had picked another brand, however Kitchen Aid actually felt bad and prorated it.

Below is my PREVIOUS review:

November 11,2020

I am expressing my extreme disappointment with three of the five Kitchen Aid appliances I purchased for my kitchen renovation. I purchased a refrigerator, microwave, oven, induction cook-top, and a dishwasher. They were installed February 18,2015.

? June 2016, the oven stopped working. The problem was a quick fix. It was a warranty defect that should have been updated before it left the factory. It was a Fuse Thermal. Technician said discoloration from heat was noted.

? November 2017, the oven glass had chips on the inside and I paid for new glass and the service/labor charge.

? August 2018, the dishwasher light stayed on blinking. Dishwasher would not cycle. The dishwasher was repaired. One part was under warranty. I paid for the other part as well as the service/labor charge.

? December 2018, again the oven glass had chips on the inside.

O There was discussion if I needed another new glass, or an entire new door. I insisted there had to be a major problem with oven needing 3 repairs in 3 years and wanted answers. Kitchen Aid offered me a new oven at a prorated cost. So, I purchased a new oven. That was 2 ovens I paid for, as well as repairs.

? 2019, the induction cook-top was next on the chopping block. The large burner would not turn on and it was blinking a code that needed a service call. By this time, I was done. I used the smaller burners on the cook-top and got out a large portable cooking burner. I did this for a year. I finally called for a repair. I was told the large burner needed to be replaced. If that didn't work, I would need to get new controls. The total cost could be $900 plus.

O I paid the service call, and went to General Electric and purchased a new GE cook-top.

In four years, I bought 2 ovens and 2 cook-tops. UNACCEPTABLE and DISAPPOINTING.

Charon Heller

On April 8, 2022 I took delivery of a Kitchen Aid Refrigerator, Model KRFC300ESS07, Serial# KB0611656, from Lowe’s in Westminster, MD. On February 11, 2024 my refrigerator stopped cooling and freezing. Since it wasn’t found until late the next morning, we lost everything inside the refrigerator. Having purchased an extended warranty, the service man arrived two days later on February 13, 2024 and advised my total sealing system needed replaced and they would need to order parts and get approval to repair. I’m totally dissatisfied with this refrigerator and needing major repairs after 16 months in operation.

Gary Bowman

Bought for $5000 3 years ago. Ice maker doesn’t work. Freezer doesn’t stay cold enough. Evaporating fan doesn’t work. Makes ridiculously loud noises. Display panel says PO. We have unplugged it and plugged it back in several times. Several calls to Kitchenaid. They are totally useless. It would appear as though nothing is covered as we have had the fridge for 3 years. Paying $5000 for a fridge that lasts 3 years is nuts. Now we have to decide if we should start paying a repair man or just give up and buy a new fridge!

I purchased a new kitchenaid 4 door refrigerator in January of 2020. We also purchased an entire suite of kitchenaid products from the builder including stove, oven, microwave, and dishwasher for our new home. Since I’ve had the refrigerator, I’ve had the freezer go out twice, the ice machine replaced twice, and today the motherboard has gone out. I’ve had a technician to the house a total of 8 times in the past 2 years. There are 3 of us in the home and the refrigerator gets minimal use. This refrigerator has struggled since we received it.

Awful awful awful - Kitchenaid Dishwasher KDTM604K

We purchased all Kitchenaid appliances for our new home and are disappointed with the dishwasher, which had to be replaced in less than 2 years with no warranty coverage, and the induction stove top which underperforms. The double oven and refrigerator for now are working as expected.

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KitchenAidBrand

My Refrigerator (Purchased on Jan 2021) is not colling since Sep 11, 2023. Visited by Technical on Sep 11, 2023 and infirmed that parts are needed. This is repeated problem, same part was replaced on Aug 4, 2022 for non cooling under warranty. This is repeated issue and I am without refrigerator. Spoilt a lot of food in last 50 days (Estimated 1000 Dollars). No reply from Kitchenaid service.

I need this to fixed ASAP or give me new refrigerator.

Service Job Number: SWCR9389225A-1

Product: Refrigeration

Model: KRMF706ESS

Serial: KX5004778

Problem Description: Not Cooling - Refrigerator Section - Refrigerator Found ICE behind Freezer section

Alok Goyal

28, Angelgate Rd, Brampton,

Ontario, Canada, L6Y 0X8

416.728.4347

About 1100 dishwasher and put it in. It don't work they come out and tell me they saw roach. So now I have to have those off certified and everything else for the damn roach and they don't want to come out and fix my dishwasher. They told me the insurance was no good cuz no canceled. Boyd until you certified letter that there's no mice roaches, but I'm about in the middle of the desert and a snake won't bite them or something. I don't know what their trip is but I suggest nobody ever buy kitchenette because of warranty ain't worth a s*** never ran more than a damn day and it started beeping and start saying dirty filter or whatever and didn't even do s*** and I think he's a piece of s*** and they claim it's good. No they're junk. Do not buy kitchen guy came out and looked at and even change my email address so I can't even get a hold of. I can't get a hold of me. Crazy huh?

Lancaster, California

I purchased all Kitchen Aid appliances 5 years ago after my Kitchen was completely renovated. Since then, my refrigerator has needed repair 3 times. This last time in June 2023 was the compressor, which is under warranty. Kitchen Aid contracted with the local shop, Paradise Appliance, here in Southern California. The compressor part has been received damaged 3 times. It takes 2 weeks for the part and another week to get on their schedule and here we are in September and I’m still without a working refrigerator and freezer. How does Kitchen Aid ship a damaged compressor part 3 times? Can someone please help?

Model # KRFC704FBS01

S/N K83104884

Can this be considered a lemon and replaced?

Please help!

Thank you, Alice Heefner

I am in the process of having installed my 3rd ice maker on this refrigerator. I purchased your brand because of my previous success with Kitchenaid products. This refrigerator specifically the ice maker has only lasted about one year before it stops making Ice and another $157 dollar part is ordered and a very expensive service call to have it replaced is make.

On May 20, 2023, our 3 year old refrigerator stopped cooling and freezing. I reached out to KitchenAid service and a tech came out on June 5. He discovered we needed a new compressor, which was out of stock with no ETA. I called KitchenAid at least 4 times and each time I was told that the person I talked to before me was supposed to escalate the part, but was never done. The last person I talked to finally told me it takes 21 business days to find the part and could take up to an extra 10 business days on top of that. Finally, service received the part and installed on July 14.

Shortly after the tech left, we lost power and scheduled another appointment for July 21. Now we need a new motherboard. We called Kitchenaid again and one person said it was supposed to ship today. Then we called again and were told it was out of stock and have to wait another 20-30 business days to find it. Meanwhile, we have not had a refrigerator for over two months. I am at the home stretch of my pregnancy and need a working refrigerator.

On the 18th of July, I made a purchase of the Artisan Kettle & Toaster together, taking advantage of a significant price difference offered for buying them as a bundle. My order arrived promptly on the 20th of July. However, upon using the toasting function of the toaster, I noticed that only one side of the bread was being toasted. I made sure to check the settings and confirmed that I was using the correct setting, including the bagel function.

Concerned about the issue, I decided to reach out to the workshop number for assistance. They advised me that since I was within the warranty period, it would be best to speak to the customer care team to arrange for a replacement without any trouble.

I spoke to a gentleman named Tom from the customer care team, who informed me that I would need to return the faulty toaster to receive a refund and then purchase a new one separately. However, I explained to Tom that I had purchased the kettle and toaster as a bundle, and buying the toaster alone would cost me more. In response, he mentioned that he could request a 20% discount, but this didn't sound like a guaranteed solution but was the maximum discount available according to their policies.

Feeling unsatisfied with this option, I decided to call again and spoke to a lady named Neima. She reassured me that she could send a replacement toaster if I packaged up the faulty one and provided me with a shipping label. Excited about this resolution, I eagerly repacked awaited the replacement.

When I checked the label provided, it was addressed to me rather than KitchenAid. I immediately called again and, coincidentally, spoke to Neima once more. She explained that she had mistakenly given me the wrong information earlier and that I would have to return the toaster for a refund before re-purchasing a new one. When I enquired about the refund amount, she couldn't provide me with a confirmation.

Throughout this process, I found the agents I spoke to to be very friendly, but the overall experience was incredibly frustrating. Despite my efforts, I wasn't able to escalate the issue to a supervisor or locate a complaints department. The only option available was to send an email, which didn't give me much confidence.

As someone who has always admired KitchenAid products and had been looking forward to purchasing the kettle and toaster for a long time, I am genuinely disappointed with this experience. All I wanted was a simple replacement for a faulty item, but it seems that customer service is not being treated as a top priority, which is disheartening.