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French Door Unexpectedly Flies Open
Posted by on
Rating: 1/51
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 on to 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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trmn8r on 04/30/2013:
"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.
WP2008 on 04/30/2013:
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.
Damona on 05/30/2013:
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.
BRexperience on 07/22/2013:
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 cannot fix it at its 4th visit. Unbelievable. Don't 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.
George Speer on 09/30/2013:
http://mythreecents.com/showReview.cgi?id=127842#comments
Andrew on 04/18/2014:
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
Renea,

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
Hide message history

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 on
Rating: 2/51
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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WP2008 on 04/12/2013:
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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Burner Failure 720-0745A Freestanding Outdoor Grill
Posted by on
Rating: 1/51
NEWPORT NEWS, VIRGINIA -- I purchased this grill approximately 6 months ago at Lowe's. The grill has worked pretty well until approximately 2 weeks ago when the burners started to fail. I can turn 3 burners on with no problem, but when I ignite the 4th burner all the flames on all four burners get so low you can barely see them and the grill will not get above 250 degrees. Additionally, the searer will not light if more than 2 burners are ignited at the same time. I have performed all of the recommended troubleshooting solution provided in the owner’s manual to no avail. This grill was very expensive and I am very unhappy with Kitchen Aid. I contacted them by telephone and was transferred to 3 different departments, all who said they could not locate model number in their system. After being placed on hold the 4 time I simply hung up out of frustration. Will never purchase another Kitchen Aid product.
     
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trmn8r on 09/09/2012:
KitchenAid has no connection with this grill other than selling the rights to put their name on it.

http://bbq.about.com/od/gasgrillreviews/gr/Kitchenaid-30-Inch-4-Burner-720-0745.htm

Sounds like Nexgrill is whom you should be contacting. Was there a phone # in the instruction guide? It should not have been KitchenAid's because they do not support the grill (explains why they could not find the model #).

It also sounds from the review like this grill is all flash with low performance, which sadly is what we often find at home centers these days.
Yumm, Steak! on 09/09/2012:
See if this helps.
http://www.grillservices.com/manual-downloads/720-730-0745A.pdf
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Burner Failure in Outdoor Grill
Posted by on
Rating: 1/51
CHINO, CALIFORNIA -- The rotisserie burner failed to light on this $799 grill I purchased at Lowes. Because I did not discover the failure within 30 days, Lowes has refused to consider my problem.

Five phone calls to Kitchenaid aka Nexgrill Industries have resulted in an over-the-phone diagnosis that there is a faulty gas valve. The one year warranty only requires Kitchenaid to supply the part. It is my responsibility to have it installed.

I have owned about six outdoor grills in my lifetime and I have never had a problem. None of those previous grills cost more than 50% what I paid for this Kitchenaid grill. Buyer beware!
     
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onlooker on 07/19/2012:
Nexgrill designed, manufactured (parts or all of the grill) and sold the grill to Kitchenaid.
No way Kitchenaid is going to replace the part - or work on the grill.
Nexgrill is handling the issue - their way. While many people have worked on grills (if they are supplying the part that means Nexgrill knows it can be replaced) for safety purposes see if you can find / need professional repair.

Parts fail, foreign suppliers can not always respond the way we would like. Kitchenaid can no longer take responsibility for stuff like this. They now just supply products under their name.
WP2008 on 08/06/2012:
Hello CUSTOMER. My name is Melanie and I am a representative with KitchenAid. We apologize about the frustration you have experienced with your grill. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (My3Cents), your user ID name (intohay), your phone number, your address, the full model and serial number, and email the requested information to KitchenAid.Digital@kitchenaid.com. We would be happy to review your concerns further. Sincerely, Melanie.
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Design flaw in my ice maker machine.
Posted by on
I purchased an ice machine in 2008. I Bought a 5 year warranty. The ice machine stoped working so I called for service. The warranty Co. sent a repairman, he fixed a pump and it still didn't work. He leaves and I don't here from him for two weeks. I get a call from the warranty co. and they said ice machine was not under warranty because of corrosion on some wiring. So I called KitchenAid. They said they would send out a service repaireman but, I would have pay $70 for a second opinion. He came and checked it out and found that the copper pipe sweats and drips on the wiring harness which then corrodes and shorts out the unit. The repairman said this has happened before on other units. I called KitchenAid and got NO WHERE. It is not my design, it just my mistake buying this ice machine and finding out an extended warranty with KitchenAid means nothing.
     
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trmn8r on 10/19/2011:
These things are very expensive - some up to $2500. It's a darned shame that they fail for this reason. From your description it does sound like a design issue, unless you had it in a high humidity environment or something.
At Your Service on 10/19/2011:
Is the extended warranty directly through Kitchenaid? It sounds like, IMHO, you would have a legitimate complaint if that was the case. If not, I'd like to know who you purchased this warranty through and who the provider is.
Venice09 on 10/20/2011:
So much for that five-year contract, which I'm guessing was expensive. There will always be a loophole.

Of course, the bad design is not your fault. But I'm sure they'll find a way to blame it on you anyway. This is exactly why extended warranties are often not worth the paper they are written on.
At Your Service on 10/20/2011:
Actually, I believe in just the opposite. One just wants to make sure they shop for and receive a warranty or guarantee that IS meaningful. There are extended warranty programs that are sold without any solid backing but there are also a great number of programs with great backing at equally reasonable pricing. It's why I'd like to know a little more information about this extended service agreement. When the O.P. states "The warranty Co. sent out...", it indicates that he/she was sold a third party extended service contract. This is something I readily don't advocate. It's a perfect example as to the importance of making an educated purchase.
Venice09 on 10/20/2011:
Which warranty companies do you recommend, At Your Service? Please name them instead of offering a generalization. Which retailers offer contracts with the companies you recommend?
At Your Service on 10/20/2011:
I've always recommended warranty programs which have been administered directly by the retailer or manufacturer. Although third party companies are not always bad, they can be and generally are the ones, such as this, that do not cover the merchandise as well as a consumer would like.

I really do appreciate you for asking.
Venice09 on 10/20/2011:
That is a generalization. Please name the ones you recommend and how/where they can be obtained.

Sears administers its own warranties. Do you recommend them?
At Your Service on 10/21/2011:
It's not meant to be nor is it a generalization. IMHO, if you felt you could trust the retailer enough to buy from them, you should also feel comfortable about their warranty coverage. If one does not feel comfortable about the company's administration of warranty coverage, then there should be equal concern about making the purchase to begin with. Even different areas can have issues that other geographic locations do not. I'm not familiar with all Sears locations and how they administer their programs. However, for an example, Bosch appliances are generally built well and have a good design structure, but there are less service centers, in general, for their product. I mentioned in a previous discussion that it was beneficial to know the service centers available for the products you're considering the purchase of -- even going as far as contacting them to find out the availability of service in your area. I'd feel very comfortable with such a brand in my area, but if I was in an area without acceptable service, I may not.

I just found out the other day that we can create BLOGs on this site. I may try creating one about warranty coverage whereas the topic comes up rather regularly.

I'm glad we're discussing all of this so openly. May I ask how you feel about a manufacturer or retailer telling you a product is only warrantied for a year or, in some cases, less than that? Are you comfortable with that?

Thanks so much again for the open discussion.
Venice09 on 10/22/2011:
I'm sure everyone who posts a complaint about an appliance trusted the retailer they bought it from. Otherwise they wouldn't have bought it there. How is the consumer supposed to feel comfortable about the administration of warranty coverage without having actually used it? It's common knowledge that the consumer cannot rely on oral or written representations. They have to find out the hard, expensive way.

Your response is indeed a generalization. Which retailers and/or warranty companies do you recommend? Being specific may prove to be more useful.

It sure is thoughtful of you to want to help consumers by writing a blog about warranties, but it's already been done by someone named Helpful. Have you seen it?
At Your Service on 10/22/2011:
Great dialog Venice09. I appreciate it very much. You bring up some good points.

I know there are a lot of people that don't trust much of anyone or anything in any particular marketplace. They seem to complain about a myriad of issues pertaining to any given item. Ultimately, when making a purchase, they'll do so wherever they can find it the cheapest within a suitable nature for them. For example, I've seen many complaints written about a "mail order" purchase and the merchandise going bad. This is the most extreme nature whereas the buyer has no direct interaction with the seller. There are other companies that are very small "mom & pop" shops which, although very localized, have difficulty storing a large enough selection of merchandise. Then you have both the national and regional chains. Even the nationals will vary in service from one geographic reign to another. It takes a little effort and it's never just a choice being black and white. What is in writing DOES make a great deal of difference. Direct control over the program is another advantage. A call to the service center(s) to find out how quickly service might be performed and how readily available parts are are all good examples of how a consumer can help protect them self from unexpected costs or minimize the aggravation of with future repairs.

So I still have to wonder how you feel about being given a warranty with most new purchases that now vary from ninety days to a maximum of a year.

If you'd give me the URL to the blog you're speaking of I'd like to read it. Please let me know.
Venice09 on 10/22/2011:
More generalization. It's not useful because it is not realistic.

If companies designed and built reliable products as they did in the past, warranties would be a non-issue. Planned obsolescence makes today's warranties a joke and scares consumers into buying extended ones that are often useless. There is something drastically wrong with those tactics, and I shouldn't have to explain the reason.

Just click on the name "Helpful" anywhere he/she posted on this site and you will see the blog.
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Quality of KitchenAid Compactor
Posted by on
I purchased a high end stainless steel KitchenAid Trash Compactor, Model Number KUC503FT550, Serial Number SY0371126, on June 21, 2009. In October 2010, 16 months after purchase date and 4 months after one year warranty expired, my trash compactor broke. I live alone and the compactor does not receive high use. After dealing with KitchenAid and having them set up a service call, the vendor never showed. I set up a service call with the vendor I purchased the Compactor from. After reviewing the compactor, I was told that the "Plastic" Main Drive Gear broke and would need to be replaced. KitchenAid was only willing to give me a 10% discount on the part but I had to pay for the service call and shipping.

Three months later to the date, my compactor has broken once again. I have talked to KitchenAid today and was told that they do not have a Lemon recall program, no recall on it nor would they replace the compactor which is not two years old yet. My service representative is on his way to try to fix it for the second time in less than two years. Do I have to replace the plastic Main Drive gear every three months?

After dealing with KitchenAid, which I thought was a reputable company, I would not recommend purchasing a trash compactor from them or for that matter, any appliance from KitchenAid because, in this circumstance, KitchenAid does not stand behind their merchandise. This compactor cost $1,000. I wish I had a compactor that worked so that I could trash this one.
     
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Alain on 01/25/2011:
Thank you for the warning. It doesn't sound like a reliable product.
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Terrible Product
Posted by on
I have a KitchenAid Stove/Oven which I bought in 2006. My first problem is that the oven does not heat correctly. The temperature rises and falls while in use. The main problem I have is the panels on the front of the oven. I couldn't change the temperature or turn off the oven. I had to turn off the breaker to do so. I had a repair man and it cost me $500 for a whole new panel. Now one year later it has happened again. While telling my tale of woe to someone the other day, she stated that she has had her same appliance as mine for 7 years and the repairman told her she was lucky it lasted seven years, as he usually gets this complaint when the oven is three years old. I have gotten no where with the company where I purchased it and I refuse to pay another $500 to repair it again. We are now looking for a new stove and oven. I feel so cheated.
     
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Helpful on 09/11/2010:
Did you have an extended service guarantee that should have covered said charges kabul? If so, then I would agree you have a legitimate platform to complain. If, in fact, the merchandise and service are out of warranty, then you would not.
pipewelder on 07/25/2011:
Really. Does everything come down to having a extended service warranty? Shouldn't the company stand behind their product and if it was a well made product, they would. There is a reason why everything is junk out there now. NOT UNION MADE!! Made in Mexico.
B. H. on 12/26/2012:
I just purchased a Kitchen Aid, 5 burner, glass cooktop. I had one in our other home for 13 years and it looked brand new for the entire 13 years. This new one has had the glass replaced once in the short 11 months that we've owned it. The reason for the replacement is that this new model does not have the watermarks or "specks" on the burners as our previous cooktop did. The watermarks protect the burners from scratching!!! It's a no brainer, yet Kitchen Aid people keep telling me that it's my fault that the burners are scratching. I keep telling them that no one is more careful than I am and that it IS NOT MY FAULT!! IT IS THEIR FAULT FOR MARKETING A COOKTOP THAT DOESN'T HAVE THE PROTECTION OF THE SPECKS OR WATERMARKS ON THE BURNERS. THE BARE GLASS IS GOING TO SCRATCH FOR CRYING OUT LOUD. This isn't rocket science! Bring back the old design with the watermarks on the burners and stop shafting your customers with this inferior product!!
Buyer Beware!!! BH
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KitchenAid Ice Maker and Customer "NO" Service
Posted by on
BIRMINGHAM, ALABAMA -- We bought 5 KitchenAid appliances from HH Gregg in December 2007. The ice maker worked intermittently until March 2008 and then quit completely. We have had 8 service calls and replaced 4 parts. It still does not work. We paid $1,400 for the ice maker and have been having to buy bags of ice for 5 months. Kitchenaid/Whirlpool Customer "NO" Service is very arrogant and condescending and refuses to replace the defective unit. HH Gregg has asked Kitchenaid to replace the icemaker, but they obviously don't have much regard for HH Gregg either.

Kitchenaid has offered us a 6-month extended warranty, but I can't understand what good that will do us for an appliance that does not work at all. I guess we can meet a repairman at our house every 2 weeks for six additional months before we accept the fact we have been cheated and buy a different brand ice maker. I wish we had read reviews on the internet before we remodeled our kitchen.

We bought Kitchen Aid appliances thinking we were buying quality products from a reputable company. We were badly mistaken.
     
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Anonymous on 07/14/2008:
I'm sorry but why cannot the fix the icemaker? It does have a warranty,they should fix it.I bet you had A&E service out,they are the worst.
My advice would be to try to fins a local shop that can do warranty work on your appliances,and bypass the factory and all of their nonsense
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Buyer Beware - KitchenAid Appliances
Posted by on
MATHEWS, ALABAMA -- We have a Superba Architect that is less than 5 years old and I'm now in the middle of my second repair issue. First, my through-the-door ice maker went out. Turns out it was due to the wires in the harness [which is located at the bottom of the door under the hinge] breaking. The repairman explained that Kitchenaid was aware of this over 2 years ago - the harness was strapped into place with a plastic tie and the tie made the harness (wires) bend hard in the same spot each time the freezer door was open. The fix was to splice the wires and cost over $100. The repairman said I was lucky because a lot of them were breaking inside the door which required a full door replacement in excess of $500. I was appalled that KitchenAid did not alert consumers that the prevention was to simply cut this tie with a pair of household scissors. Its only purpose had been to keep the harness hidden under the door. I wrote them concerning this and got no results. Now on to my second issue. The refrigerator stopped cooling and the freezer was only cold in the very bottom. Turns out it's the computer board that's gone out. It should tell the fan to circulate the cold air but won't. It will cost over $400.

We have a side-by-side refrigerator [GE] that we bought 16 years ago and has not had a single repair issue. It cost under $900. This KitchenAid cost over $2,300 and has been the worst purchase I've ever made. Proof, I guess, that you don't always get what you pay for.

Stay away from KitchenAid. None of these universal problems posted by so many people are covered under warranty.
     
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DebtorBasher on 09/10/2006:
Sounds like factory defects and the should alert the customers and fix the problem for them...without charge.
Anonymous on 09/10/2006:
That's a shame to because Kitchen Aid used to be one of the higher quality appliances on the market. Thanks for the post and the information.
Anonymous on 09/11/2006:
This isn't good news.
Mad In Texas on 09/15/2006:
Today I was considering buying a Kitchen Aid frig. (don't know which one yet tho, model, style etc.) because it doesn't come in under the Maytag umberella.... however, since Whirlpool owns Maytag, and Kitchen Aid is made by Whirlpool, does that mean that it is going to be the same ole, same ole (run around) with Whirlpool, like it is with Maytag, should something go wrong with the KA frig.???
OMG !!! I was told by the appliance store I"ll be buying from, that : "with all the different brands we sell, Kitchen Aid is the one that we have the least problems with, Kitchen Aid is a really good product".
When I go in and read about most all the other brands, they all seem to have tons of complaints against them. How does one go about making a decision as to what to buy?
ghudson276 on 09/16/2006:
I made this original post. I think that if you are absolutey hooked on a KitchenAid/Whirlpool line product, just make certain that you buy the additional warranty. The repairman made the comment that he'd choose their line over the others (who knows?) and he felt they responded beter to customers than any other companies but only if the product was just a year or two old. I'm sorry but for products in excess of $2,000, I expect customer service to run a little longer than a couple of years. Bottom line, if you expect that too - buy the additional warranty.
Anonymous on 09/27/2006:
I only own a KitchenAid mixer... and that sucker is indestructable. I love it... I'm sorry for your pains with them, but at least the mixer is awesome! :)
MAXT on 11/22/2006:
Unfortunately, I have not been so lucky!! Had my ice/water dispenser repaired three times already for this problem with the door wiring. Each time the wiring has been fused together, so it works for a little while until we open the door again!! Now the technician is telling me that it can no longer be repaired because there is no more excess wiring! The only way to fix the problem is to replace the door for approximately $1500 at my expense...I paid $2200 for the fridge in 2001. I think because this is a design flaw, the manufacturer should own up to their mistake and repair it at their cost. Spoke with Kitchenaid Customer service...that was a joke...flat out no we can't help you...the service agent I spoke to wouldn't even pass my call on to anyone else. Apparently, she has the final say after listening to my concern for 5 minutes!! Anyone have any suggestions on where I can take my complaint from here? And I won't even get started on the 'lemon' Kitchenaid dishwasher I have!!
Eastin on 06/16/2007:
Read my review on KitchenAid. Their service is non exsistant along with the companies they ask to service your appliance. Whirlpool's moto...""Whirlpool’s code of ethics requires each of us to act responsibly and maintain the highest levels of personal, business, and legal conduct. That means walking away from a business agreement rather than violating the law or compromising our standards. We are ever mindful that there is no right way to do a wrong thing." They must not include their customers in that

ghudson276 on 06/16/2007:
Back again - just to let you know that I spoke with a man whose wife received an electrical shock when opening the door with the faulty wiring. He passed this along to customer service and asked who would be responsible for an electrocution of one of his family members if he could not afford a new door. KitchenAid was more than happy to replace the door. If mine goes out again, I'll certainly use this argument along with whom pays if it causes a fire? Keep in mind too that the broken harness is within reach of any kid and especially those who are still crawling. It's a shame that it takes the possibility of a major loss to get them to do the right thing - but it seems that's what it takes these days.
Carolyn on 08/26/2013:
bought our KitchenAid side by side in 2002 and have had 3 repairs on the wiring for the ice dispenser. Now, it is out again. We were told at the last repair there is no extra wiring to splice - so either a new door or a new refrig. Unbelievable there is no recall for this. NEVER ANOTHER KITCHENAID ANYTHING FOR ME. So frustrating.
Colette in Simi Valley on 10/10/2013:
I have a Kitchen Aid Superba Side by Side. It is just turning 10 yrs old. It has been junk. I've had to have the ice maker repaired/replaced 3 times and it still has issues. The fridge door hinge went bad and somehow caused the interior to heat up to 80 degrees. Yesterday the freezer stopped freezing and this morning the refrigerator was warm. I'm done with with it.
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Kitchen Aid Double Overn Kems308sss04
Posted by on
Rating: 1/51
Kitchen Aid double oven, which I paid dearly for is reporting fe20 error. This is ridiculous, the oven is only 3 years old and should be broken, it's not like we're abusing it. My wife is the only one who cooks with it and this it total bull. The oven was 3k when I purchased it so it was not like it was a discount oven. I will not recommend any Kitchen Aid products and I would not purchase from them if I were you.
     
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