KitchenAid
Reviews and Complaints

In May of 2017 my wife and I went to Lowes to purchase all new appliances for our home. We had looked at several brands and had decided on Samsung however when we were at Lowes, the sales associate convinced us to go with KitchenAid. We have had other KitchenAid products that we have been happy with so we agreed to go that route. Just before the warranty was up, we noticed that our refrigerator was no longer keeping our food cold and we had to throw most of our food away. We called KitchenAid and they sent out a service person under warranty.

The service person came out and worked on it and we assumed it was fixed, however a few months later, it happened again. Once again we had to throw out our food. Once again KitchenAid sent out a service pwerson. During that process were lead to believe that it was more of a design issue than a defective part but that they had a fix for it. We were losing faith that the problem was actually solved so we started watching for the frost build up and sure enough, a few months later it was freezing up again. I called KitchenAid and requested a new refrigerator due to the fact that this was a design flaw it didn't appear that was an actual fix. I was told that they couldn't do that until the service person came out and called KitchenAid technical support while on site to see if they could offer a solution. So we scheduled a third service call. When the service person left this time, we were told that they had to disabled the sensor that detects frost build up and just had it defrost according to a schedule. The service guy also used silver tape (not sure what that was for) that's visible inside the refrigerator. At this point, the appliance that we paid thousands for was not what we paid for so I wasn't happy with that but we were tired of the lost food, the time off work, and the time to constantly be looking for a place to keep our food cold on the service date.

That last service call was March of this year. This weekend we noticed a loud whining sound coming from inside the refrigerator. Suspecting the same problem, we had to unload the drawers and pull them out to look at where the frost was building up and sure enough, same exact problem. In order to keep it from completely failing again, we removed all our food and defrosted the refrigerator again. Once that was done, we plugged in the refrigerator and the whining sound was gone.

Earlier this morning, I called KitchenAid again for the fourth time. At first I was told it was no longer under warranty so the best they could do is cover parts. When I said that was not acceptable, they offered to pay for the entire service call. I still do not believe that is right. We have spent countless hours moving food around and lost hundreds of dollars worth of food and had to take time off work several times (the last service call required two trips) and I see no reason to believe they have a fix for this design flaw. I don't believe it's right that I paid full price for a refrigerator that has had features disabled and that has been taped up. If KitchenAid is the type of company I thought they were, we should be offered a new refrigerator.

I noticed that when I grate cheese with my processor the cheese hits the plastic on the inside of the lid and then the plastic gets grated in with my cheese. Can you tell me if the problem has been fixed and if so how? How can I get a replacement lid for my processor at no cost? [protected]@hotmail.com
I didn't tell my husband that we were eating grated plastic after I figured out what was happening it we had already eaten the plastic.

We purchased this dishwasher on 2/19/15 and paid for installation by the seller (hhgregg appliances). About 3 weeks ago the water stopped pumping during cycles I called in a reputable appliance repair company that I used several times in the past and he said the water pump was shot and the cost to repair would be around $600 which is what I paid for the dishwasher. Reviews say the average life should be 7 to 10 years. I am very disappointed in your product and won't buy any Kitchenaid appliances again

Bought $10, 000 of KitchenAid appliances for a kitchen remodel 6 years ago. Recently, I noticed small rust spots appearing on the right-hand door of my KitchenAid refrigerator. Called KitchenAid to report the problem and they directed me to have a KA repair tech come out ($98) and checkout the problem. The tech agreed that there were rust spots on the front of the stainless-steel door and he took photos and documented his findings. He agreed with me that rust should not be present on stainless steel. But, because I didn't have an extended warranty, the only solution he could offer was to purchase a replacement door for $464 from KA. I called KA Customer Support and explained the problem and sought a better solution than having to purchase a replacement door. KA offered to send me a solution to remove the rust, but instead sent a bottle of garbage disposal cleaner 4 days
later. I again called KA, explained my problem and asked if the garbage disposal cleaner I received was indeed the solution to use for removing rust ... and it was not. So, the KA rep sent me another cleaning solution that did not remove the rust. I called KA again today and talked to three levels of customer support reps that did nothing but quote me KA policy that, extended warranty notwithstanding, there was nothing they would do to remedy the problem. I even offered to pay half of the cost of a replacement door and received the same policy response. Policies and apologies are not a solution to a product defect., By KA's actions, they really don't care about me as a customer, nor the amount of product purchases I've made, and money spent. Thought I'd share my "customer no-care" experience to inform and educate others.

I called about two weeks ago to ask for help getting our unused dishwasher to work. I explained and apoligized that I purchased it 4 years ago and had only turned it on once. Not even to do dishes but as a Builder myself I wanted to be sure it was operational. It did come on but I thought it was real quite. At the time I thought I had purchased an exceptional dishwasher being it was so quite. It did fill and drain but didn't even cross my mind that maybe it wasn't washing. Again as a Builder I've had thoasands of these installed and never a problem like this. They either work or they don't.
So back to the Service request. An appointment was set up I'm here and noone shows up. I called the Service Provider and they said they had called and left a message. So I realized they called my wife, but when I asked her she said no but she did get an email about the service. I asked did it asked you to confirm and she said no.
As I dig deeper into this the service company said the appointment wasn't even for today it was next Wednesday. Well thats would be two days off work if they could fix it that day and you know they can't for lack of parts.

Lets just skip forward and say your Horrible performance was going to cost me $140.00 a day x3 plus the possibility of me paying for a service call @ $97.00. Add that to the original cost of the none functioning unit, well be sure NO MORE KITCHEN AID products will be put in any of the Homes or Offices I build.
Although My Purchasing Department only buys through our wholesale company many times we do get request from customers to purchase Kenmore products which we do go to Sears for. I sorry I chose that route for my own personal needs.

John Galloska
Director Of Construction

This 3 year old refridgerator has been a problem since we bought it. The ice maker doesn't make enough ice, the compressor was making an high pitched noise, and now then tempature won't stay constant. The servicemen came out and were here just 5 minutes and they said they would not be able to fix it. They said all these refridgerators have problems. They have seen these refridgerators be thrown away! We spent $3800. We should be refunded. Whirlpool/Kitchen should know the problems of this appliance they're selling and should stand behind it, not leave the custom holding a bad product.

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
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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.
 
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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).
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Please advise status of below request.
— Forwarded message —
From: Jamar Greene 
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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.