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47 Reviews & Complaints

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Oven Temperature Adjustment Requires Complete Reset
Posted by Jscatchell on 01/27/2014
When reducing an achieved temperature resetting the new temperature causes. uses the temp to drop precipitously and the over goes into pre-heating mode. This turns on the broiler element which can (and did) burn the item being cooked. According to Kitchen Aid,..."the only way to change the temperature is to cancel the current co{king cycle and restart with new desired temperature. That process would be normal." This is the response even after I told them about the pre-heating so I guess they are OK with it. (My Thanksgiving turkey wasn't too happy.)

Other issues with the oven are how long it takes to get up to temperature in the first place and how it can drop 50 degrees when you simply turn it off to reset the temperature, as instructed, when the door was not even open. Perhaps this is "normal" too. In one case the temperature never returned to the reset and lower temperature.

The dysfunctional oven was only surpassed by the poor customer response which took over 3 weeks.
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Wall Oven Broke Cooking Thanksgiving and Christmas Meal
Posted by Kadoig on 01/25/2014
GREENVILLE, SOUTH CAROLINA -- We bought a Kitchen Aid wall oven ($1,800) last April. Had it installed in June. Was cooking Thanksgiving meal and the oven went off only after an hour and a half cooking time. Ended up having to take everyone out to eat as I couldn't finish cooking the turkey (24lb) and rest of meal. They came out and said it was a loose wire even thought the digital read out said it was the relay board. Thinking the oven was fixed I started cooking the Christmas meal only to have the same thing happen. How frustrating. It took a serviceman a week to get here and then he said it was the relay board and they would have to replace it. It came in and when the serviceman came out he found out the wrong color board had been ordered and that was almost 3 wks ago and we haven't heard a thing from anyone. I am so disappointed in the service and the function of this oven.

I will never buy another Kitchen Aid product. I have several in my home and they used to be very good and have a good reputation but not anymore. This problems has caused a lot of money and frustration to say the least.
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Kitchen Aid Double Oven (KEBS277BSS) Does NOT Work
Posted by Nasrallahstrick on 12/19/2013
OCEANSIDE, CALIFORNIA -- I purchased a Kitchen Aid double oven online from a Sears outlet in Oceanside, CA in September 2013 (I am writing this in December). I have had technicians out to my house 6 times now (i have wasted 24 hours of my time).

They have replaced the same part two times and the same thing happens every time. The lower oven has only worked correctly once other wise the food comes out burnt in a fraction of the time the recipe calls for. The upper oven does not bake the food, the food tends to comes out raw. When I contact Kitchen Aid they do not care that their product does not work and refuse to replace it. They also will not allow me to post my review.

When contacting Sears they keep giving me the run around.

The only thing this oven is good for is being a towel holder. I don't think a working oven is [too] much to ask for.
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KitchenAid KEBS277BSS does Not Work
Posted by Nasrallahstrick on 11/26/2013
SAN LEANDRO, CALIFORNIA -- I bought this KitchenAid product in September and it has NOT worked since it was installed. I had a professional install it and tried to bake with it and it did NOT bake my dish. This product was purchased from a Sears Outlet store. The first time I had the technician come out he said nothing was wrong with the product. After I discovered the issue, I have had technicians come out 3 other times and I have another appointment scheduled for after Thanksgiving. When speaking to the KitchenAid and Sears Customer service and asking them to replace this oven they stated that they will NOT replace the product no matter how many times they come out to fix it. I was explaining what was going on with the upper oven and the lady on the phone said that it was a simple calibration problem that I can do myself and if they someone come out they would charge me (after I have had a technician out 4 times). I calibrated the oven and the temperature still drops about 30 degrees. Sears has already replaced the control panel and has ordered some more parts for the lower oven. Currently, my upper oven does not bake things thoroughly and my lower oven burns everything in a quarter of the time it takes to bake the dish. Example I baked cupcakes and they were in the oven 2 minutes and were burnt. I DO NOT recommend this product or any KitchenAid product. KitchenAid DOES NOT stand behind their product.
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Bad Kitchenaid Basket
Posted by Jagdip403 on 11/25/2013
FORT WAYNE, INDIANA -- I bought a new Kitchenaid dishwasher 8 months ago. I live alone and run this once a week, tops. The utensil basket has broken on the bottom in three different places already. I called Kitchenaid because the machine has a one year warranty. I was told that the basket breaking was cosmetic and they wouldn't warranty it. How can this be cosmetic? If it breaks much more, the utensils will fall right through the bottom! I refused to pay for a new one and told the customer service clerk to get her supervisor on the line because this is ridiculous. 43 minutes and much arguing later, they said that a replacement would be sent to me free of charge. I was also told it might be the same color as the one that I have or it might not and that the lid isn't included. What a joke. The kicker is that they tried to sell me an extended warranty before I got off the phone. If they won't stand behind their products under manufacturer's warranty, what makes them think that I'm stupid enough to buy an extended warranty? I think I'll try putting the utensil basket on the top rack and see if it breaks there. If it's just a heat issue, being up there will keep it away from the element. It's a shame companies make stuff so cheap. My old dishwasher lasted for 17 years and the basket didn't break anywhere. Thank goodness I kept it. At least I will have something to put utensils in when the replacement part breaks.
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Kitchen Aid Disgrace - Post Sandy Treatment
Posted by Spoons625 on 08/29/2013
I purchased all new appliances after having Sandy decimate my new remodeled home. I asked the salesman at Plesser's a local appliance store what he recommended as the best (I previously had Wolf) and he swore Kitchen Aid was the best. I asked him if they stood behind their product and he was emphatic that they did. Well, having experienced a total nightmare with the new side by side refrigerator/freezer I can tell you quite the opposite.

I came home ironically to a flood in my kitchen--not once but three times. Imagine having nothing but the clothes on your back and being displaced for 10 months and going through a major natural disaster and then having to deal with this. We called the appliance store who refused to exchange and who sent service. The serviceman was downright rude and said it was the ice maker. He was going to order parts and would be back the following week. I took the day off work and waited to no avail. He called me back at 4pm to tell me he called Kitchen Aid and that wasn't the issue and sorry but he wasn't coming.

I called Kitchen Aid to try and explain my dilemma--displaced for 11 months nothing but the clothes on my back and they were so cold and rude and just downright nasty--I have never been treated in such a manner before. Their Customer Service was deplorable and their Executive Group even worse and believe me cost was not an issue I would have spent 5 times as much all I wanted was good product. I begged and pleaded with several people for an exchange because I don't' want to have to come home to another flood in my kitchen, the young lady who claimed she was on the executive committee refused to help, was like a cold robot and told me sorry my final decision much of nothing for you. Disgrace!!

So now it's been over a week I have no appliance and no return phone calls. I even called someone in the media dept who said she would help and I have not heard from one individual. Shame on Kitchen Aid because I'm sure if Mr Fettig (CEO) had the issue that I had and found several inches of water in his kitchen he would want a new appliance. Apparently all Kitchen Aid cares about is getting their money and then just too bad if you have a problem. I'm at a total loss. I don't know who to call or where to go. But I have a non-functioning appliance. Good thing I was smart enough to buy a Wolf cooktop--I still have the double ovens with the plastic on them never even used and the dishwasher all kitchen aid. I will never purchase another Kitchen Aid/Whirlpool or any other appliance or product manufactured by this company.

Does anyone even know who I can contact for some resolution or assistance seems like the consumer has no recourse. Thank you.
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Posted by trmn8r on 2013-08-29:
You have not provided sufficient details about what was said and what options have been explored.

When the repair person said he wasn't coming because of KitchenAid, what was the reason? What is deemed to be the problem and solution? Is it under warranty?

You say you are without the appliance. Do you mean just the ice maker or the whole fridge? I would shut off the water to the ice maker (there should be a shutoff valve).

If the unit is under warranty, the consumer does have recourse. You haven't stated what KA has offered to do, which I assume is something. Replacing the entire fridge for a bad ice maker doesn't make sense. Replacing the IM should be relatively easy.
Posted by trmn8r on 2013-08-29:
Incidentally, the quality of all kitchen appliances has become quite poor in the last decade. Good luck.
Posted by Tezrien on 2013-08-29:
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Kitchenaid Needs to Refocus on It's Customers
Posted by Sharonkirk7 on 07/19/2013
CENTERVILLE, OHIO -- I own several Kitchenaid products, including a Kitchenaid Architect series range. I own two stand mixers, one vintage (I'll never part with it) and a newer professional series model. I also love my KA hand mixer. Initially I had issues with the range regarding the oven racks. After purchasing and when it was delivered, I noticed the racks were poor quality, they bowed if you put a dutch oven in for baking. I was furious. All that money and the racks bow in middle? Took 7 calls to KA customer service for them to finally send out a technician. What was troublesome was it took that many calls to get action and for them to admit there was a quality issue with those racks. We did get it resolved and they replaced the racks with commercial grade quality.

Still loyal to KA, I purchased a 15 cup food processor recently after chatting on line with a KA representative This is from their website. They assured me this product was made in the USA. Wrong. When I got it, it felt light and cheap, flipped it over and said "made in China". I opted to return it. Took three calls to Customer service to get a return label. Now after them having the Food processor back for almost 3 weeks I have yet to receive a refund. I found out after speaking with 5 reps now, each has a different story to tell about the refund and why I haven't gotten it. This last representative told me they only process refunds on Thursdays. My refund request went in a week and a half ago. I must have missed that Thursday's process. So, we'll see if mine made the cut this week.

KA management needs to take a hard look at their operations on the customer service side. While they make what I consider, good products and mostly made in the US which I appreciate, lowering standards will catch up with them. I want to remain loyal to them but I would be hard pressed to recommend buying their products, especially if there is a problem you have to go to them to resolve.
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Posted by trmn8r on 2013-07-19:
All kitchen appliances have gone downhill in quality, sadly. Maybe that trend will reverse itself, in a wave of one company attempting to earn the customers of another and stand out. You can always hope.
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$8000 Fridge Dead In 2 Years-Kitchen Aid Doesn't Care
Posted by Rickjuliarusso on 07/08/2013
BENTON HARBOR, MICHIGAN -- My husband and I purchased a custom home in November of 2010. We wanted high end appliances in our new kitchen and have about $25K in Kitchen Aid products in our Kitchen. The largest expense was our Built- In refrigerator, model number KSSC42QVS. We paid $8000.00 for this supposed "High End" refrigerator and 2 and a half years later it sits completely dead in my kitchen.

The past 3 months have been a nightmare. First, the ice maker assembly had to be replaced at a cost of about $400.00. The cheap plastic arm that closes the ice chute stopped working and allowed warm air to move into the freezer, then the compressor kicked in overtime trying to cool the compartment. 3 days after the ice maker was replaced, the refrigerator side stopped holding it's temperature. The compressor would kick on, the freezer would drop to -10 and the fridge temp would go up to 56-60 degrees. The repairman was out again, this time he replaced the damper door assembly which allows the air to move from the freezer side in to the fridge side. Cost to me $700.00 Again, everything was OK for about the 3 days and then the same problem happened again. The repairman was out again and this time replaced the thermistors. Again 3-4 days works properly, then compressor kicks on, freezer down to -10 and fridge up to 56. All this time, my technician is conferring with Whirlpool technical support and following their recommendations. Now Whirlpool says the main circuit board is bad. It cannot be repaired because all of the inventory was wiped out by the tsunami in 2010. I will have to wait 2-3 weeks while my board is shipped out to a 3rd party vendor to be rebuilt. Now I am out another $600 as we had to buy a cheap fridge to put in our garage because my $8000.00 fridge is unusable.

The board comes in, the repairman puts it in and within an hour after him leaving the whole fridge just shuts off. The rebuilt board is bad. The repairman is back with a new board. The fridge works fine for 3 days and then on June 27th the same problem is back. I let it run for a couple of days and by the 29th now the freezer isn't holding temp either. Both fridge and freezer are at 60 degrees. I called the repairman again and he tells me that Whirlpool is saying that they are out of ideas. My 2 year old $8000.00 refrigerator has some electrical problem and it cannot be repaired, I will have to buy a new one. Are you kidding me?

If I would have known what terrible quality Kitchen Aid is, I would have spent another $1000.00 back in 2010 and bought a Sub Zero. Please do not be fooled into thinking that Kitchen Aid is "High End and High Quality"!
I have sent letters to the CEO and President of North American Operations, sent emails and a letter to Kitchen Aid Customer Service, corresponded with a girl named Laura in their social media group who only reached out to me after I rated this fridge a 1 star on their website. I had tried to write a review the day before and it was rejected. Apparantly if you tell the truth and say their products are of poor quality and their customer service is non-existent they won’t publish your review! I also got a lip service phone call from a Lady named Yvette M***. She left me a message when I wasn’t home. I have returned her call 5 times with no response. I am moving on to the Better Business Bureau, Kitchen Aid has deceptive manufacturing processes that are not disclosed! They do not make replacement control boards and if yours goes out and can’t be rebuilt you are screwed. They do not disclose this and don’t care that you are left holding the bill for replacement cost. They build appliances that cannot be repaired!!!
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Posted by Robert on 2013-09-03:
I have a 8 year old Kitchen Aid side by side KSS42QMX01 fridge and a kuwa244psso wine cooler. Both failed on the same day. Spent over $15,000 KA appliances for my home
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French Door Unexpectedly Flies Open
Posted by W180 on 04/30/2013
BOSTON, MASSACHUSETTS -- Bought the Kitchenaid KBFS20EVMS counter depth french door bottom freezer refrigerator in May 2012 and have had two main problems, one of which is still unresolved after three service calls. After 9 months of use, the compressor and condenser failed. Luckily my local appliance retailer arranged to have it repaired.

Second, ever since I bought the fridge, the right french door does not work correctly---once it reaches the 90-degree point, it flies open and bangs hard against the hinges, rattling and occasionally throwing items out of the shelves. I have had three different service providers come out and adjust the doors, level the fridge, they even replaced the cam inside the right door located at the bottom hinge. But the problem persists. If you don't hold onto the right door when you open it, it crashes open and things will fall out if they are tall. I have only seen one or two such complaints online.

What's even more interesting is that when I went to some of my local appliance showrooms to look at the product, the door slowly opens throughout the 160 or so degrees of travel, not at all like mine. Do I have any redress from Kitchenaid?
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Posted by trmn8r on 2013-04-30:
"Do I have any redress from Kitchenaid?"

I doubt it, but good luck. Something like this is probably deemed to be a minor nuisance by the manufacturer.
Posted by WP2008 on 2013-04-30:
Hello w180. My name is Amber and I am a representative with KitchenAid. We truly apologize for the frustrations you have experienced with your washer. If you would like to discuss this matter further, please email us at KitchenAid.Digital@KitchenAid.com and provide us with your complete contact information as well as the model and serial number of your appliance. Please also include the name of the site you were contacted on (My3Cents) along with your user name and your ticket number (42722). We would be happy to review your concerns further. Sincerely, Amber.
Posted by Damona on 2013-05-30:
We purchased the same refrigerator (same model #) and after 9 months it stopped cooling. After two weeks we were finally able to have the compressor replaced but the problem was not fixed. Now we are being told that the process starts over - diagnostic visit, order parts, and another repair visit. We are headed into week three with no end in sight. We would rather not seek a legal remedy but we are afraid we may have no choice. This was our first KitchenAid purchase and it will be our last.
Posted by BRexperience on 2013-07-22:
Having an unresolved problem with condensation on KitchenAid french door refrigerator purchased in December 2013. KitchenAid just scheduled the 5th service visit to attempt to solve the problem and says they will get a 3rd repair service out for a "second opinion" if this second company cant fix it at its 4th visit. Unbelievable. Dont ever buy a KitchenAid - they knew of this problem with condensation, even made a new part to correct it (unsuccessfully in our case). What ever happened to recalling appliances that are defective? KitchenAid service is the WORST.
Posted by George Speer on 2013-09-30:
Posted by Andrew on 2014-04-18:
I have had an unsatisfactory experience with a KitchenAid refrigerator. Below is the email exchange I had with KitchenAid (although it is in reverse order as I copied it from my email). I hope you can gain some wisdom from reading through it:

-------Email Exchange Follows:---------->
From: Andrew
To Kitchenaid_customerexperience@Kitchenaid.com

Dec 11, 2013

Thank you for your prompt and courteous reply. However, I am a bit confused by your last response. Are you saying that the flawed action of the door (which is not evident on either the model on display in Frank's Appliances nor in the same unit owned by a friend) is in fact satisfactory and no corrective action is needed?

Thank you again for your help and assistance.

In Appreciation,

Andrew X,
Unhappy KitchenAid Appliance Owner
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On Dec 11, 2013, at 7:16 AM, Kitchenaid_customerexperience@Kitchenaid.com wrote:

> Dear Mr. X:
> Thank you for your reply. Since, the service technician has been out to inspect the refrigerator and found this to be normal
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Posted by Mcronen on 04/11/2013
The vent fan stopped working within first year and was repaired under warranty. During second year one burner and the high speed on vent fan stopped working. The best Kitchen Aid Customer Service could offer was service at a minimum of $129 per hr, not including parts or $279. 95 for repair and 12 month warranty. These offers were only good for 24 hours. Clearly there is something wrong with the electrical system since it already had a problem during the first year. I am extremely disappointed in this Kitchen Aid product and the company's response to my complaint. I should not have to pay this much for a nearly new appliance to function properly.
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Posted by WP2008 on 2013-04-12:
Hello mcronen. My name is Amber and I am a representative with KitchenAid. We sincerely apologize for the frustrations you have experienced with your cooktop. If you would like to discuss this matter further, please email us at KitchenAid.Digital@KitchenAid.com and provide us with your complete contact information as well as the model and serial number of your appliance. Please also include the name of the site you were contacted on (My3Cents) along with your user name (mcronen), and your ticket number (40012). We would be happy to review your concerns further. Best regards, Amber.
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