KitchenAid
Reviews and Complaints

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
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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.
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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
 
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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.
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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
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Will do, thank you. 
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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.

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.

I received this spoon as a Christmas present, purchased from Kohl's Dept. Store. I have found it to be dangerous, it is to heavy on the handle end. I have had it flip out of pans when I tried leaving it in after stiring, I have had it flip out of dishes when trying to serve with it, I have had to clean messes from the floor as well as my stove, luckily no one has gotten burned while using it. I think it is definitely a bad design and undoubtedly it was never texted before it was sold to the public.

I got this item along with other appliances and furniture about $40000 on and stove got on aug repaired in less one year and whirlpool came and change some parts and again I have issue here and there and again sep 27 it got repaired and after 3 weeks they changed the parts now by bad boys and again Nov 1st 2018 stoped completely gone no power i called bad boys on 1st nov 9am they book appointment for nov 2 2018 between 8 to 4pm no one showed up so called3.40 they gave elite appliances phone and they said no service call booked for me so no one come but later they said they ordered parts but without visit and check my stove and then they ask to call badbous service and when I called no one answered since 4 .14 to 5.15 except transferring calls

Kitchen AID Refrigerator Complaint
553 Benson Road
Mail Drop: 8060
Benton Harbor, MI

To the Kitchen Aid Consumer Complaint Division:
Very disappointed in my Kitchen Aid Refrigerator purchased in 2011. Always had problems with water leakage. Had it repaired several times (see below). Still have the problem. The company from where I purchased (Bray & Scarff, 8486 - D Tyco Rd., Vienna, VA 22180) ) gives me the Kitchen Aid Customer Service [protected]) number every time I call. The service dept. cannot help me; the refrigerator still leaks (see below). This is a defective appliance and I will be joining the class action suit. I believe that there should be more quality control to protect the unsuspecting consumer from such fraudulent and expensive products.
Refrigerator information:
KBFS25EWMS Kitchen Aid Refrigerator M454
Serial #: K11947020; cost $1800.00; purchased 06-15-2011
25 cu. ft. french door stainless steel
___________________________________________________________________________________
Repair History: Done by certified Kitchen Aid dealer as suggested by Kitchen Aid Customer Service
December 05, 2015 replaced defrost terminator…I paid $200.00…work done by "Kyle" of Miele Authorized Dealer, [protected]
April 20, 2015 replaced drain…no charge to me…repaired done by Miele (again)….repairman said "Whirlpool improved this in later models as this was a faulty design." (Evaporator problem?...repairman didn't exactly know)
We have had water leakage on our kitchen floor despite proper use and following manufacturer's instruction. This has been a constant headache since we purchased the refrigerator walking through water on our kitchen floor about once every two weeks since the purchase. This water leakage has existed when the refrigerator was purchased and was under warranty. I tried to have this problem fixed several times but it was never fixed.

Hi
I am emailing in regards to my kitchen aid mixer beater. The beater has been used a maximum of 5 times with no issues. However after it's last usage and washing it, it became extremely tarnished and the protective silver coating came off. It is no longer usable as with the protective coating off it leaves a residue on my hands and I now cannot use it for baking. I would like to have this beater replaced as I believe this is a quality issue.
I have attached a picture.
Please let me know what other information you may need so that o can have this replaced in a timely manner.

Thanks very much

Maria Leslie

I have had 5 service calls to our house regarding the ice maker not producing one cube of ice. Also, the ref. is not cooling past 50 degrees. This problem has been going on for the last three months.
The service tech has replaced every component related to these problems. Some components twice!
I am asking (Nicely) to have this refrigerator replaced. It is obvious that we have a lemon.
If this issue is not resolved immediately I will be contacting the Better Business Bureau and also posting on all Social Media outlets.

I have an 11 piece Knife set in a wood block holder. The smallest knife, the paring knife, the blade recently became loose due to the plastic cracking near where the blade is attached. Soon the blade will break off and will be unusable.

The knife has not been abused, but it is the most frequently used. Can the knife be repaired? Is there a warranty on your knives?

Please respond a.s.a.p.

Marge Walker
[protected]@aol.com

I purchased this electric oven for my wife on 1/21/2012 from B&B Appliance in Cleveland, Ohio. Paid over $2200.00. The oven has worked until August 2018. Service was called and they diagnosed a relay board was bad. A new one was purchased and installed after waiting 2 weeks. The board did not correct the problem of not completing the preheat cycle. A main computer board was then ordered. Another 2 week wait. The new board was installed. Still no resolution to the preheat issue. A lower burner was ordered and another 2 week wait for this to be installed.

The KitchenAid brand was to stand for quality and longevity. I believe The company has forgotten their core values. Support is next to none. For the price paid for this oven you would think that it would last more than 6 years. My previous oven lasted 20 years and cost 1/3 of the cost of the KitchenAid.

I purchased a Kitchen Aid under counter dishwasher( Model #KUDE48FXSS, Serial # F11901477) in January of 2013 and it was delivered and installed on February 18, 2013. Since then I have had to have service twice for the same problem which is that the dishwasher simply will not turn on and just stops working for no reason.
The last time this happened was a year ago in September 2017.

Today, again, I tried to start the dishwasher and nothing.
I bought this appliance from Henry's Electric Inc. in Lee, MA when we built our new kitchen. The cost was 1299.00. I now have spent 500.00 so far in house calls and parts and labor to have it fixed twice. Now I have to spend another 250.00 in a house call parts and labor.

So I now have 2049.00 into this dishwasher and it doesn't work.

I think you appliances are extremely inferior because I had a microwave that
I got rid of after three years because it was too costly to fix. I bought that in 2013 as well and had to purchase a new one in December of 2016. I did not buy Kitchen Aid.

Lawrence Bell
P O Box 865
Stockbridge, MA 01262

email: [protected]@msn.com

To whom this may concern,

I purchased a KitchenAid BBQ cover in summer of 2017 and not met up to my expectations. It is just over a year old and has several rips due to the vinyl drying out due to the Sun. Many are located where the seam meets. I bought this cover as I liked the look of it and it was fairly expensive which I thought would last over many years. I am now looking at getting another cover however, I wanted to reach out to KitchenAid to see what can be done before hand. The cover costed me roughly $80 taxes in. Again, I had many choices to choose from however, I decided on this cover because I thought a higher price one would exceed my expectations and last for many years as apposed to a cheaper one which perhaps wouldn't. I'm asking KitchenAid to replace my BBQ cover and stand by their products.

I call back in June due to my fridge not cooling at this time my fridge was under warranty today sept 12/18 my fridge finally got fixed this is unacceptable. Because I waited so long when the technician was taking fridge apart there was mildew everywhere they knew back first visit that this was happening because they replaced ice door due to mildew on it . The technician said that bad his first visit he tried to replace fridge but was told to replace parts

I bought the Artisan Stan Mixer at Kohl's for my daughter for Christmas in 2017. There was supposed to be a $60.00 rebate and I sent everything required to them for the rebate Dec. 31, 2017. Never received the rebate and when I called to inquire about it, was told they never received it. Sounds like it was just a scam because according to reviews, neither did anyone else

My second KitchenAid food processor just broke. The same issues as the first one: Cheap plastic parts that crack off. Both processors were difficult to lock into place to turn on. The first one had a plastic part break off of the handle. I contacted the company for parts, and they sold me a brand new one instead. This one worked for a few years, but I only use occasionally. Now a different part cracked off of the handle, so the motor does not turn on. Looking at the cost of a new container, (around $50), it just doesn't pay to replace the part. It will also be made of cheap plastic and break again. I will not buy another KitchenAid processor. I will be looking for better quality next time.