Kitchenaid Avis 690

I'd leave 0 stars if I could. Like others, I really wish I'd read the reviews on Trustpilot first. I just assumed that KitchenAid would be a quality company. I received an Artisan mixer after buying online, and on first use it blew up. As KitchenAid UK don't do exchanges, I ordered another one as I was within 14 days of their free returns policy. What a mistake. I used their website to return my order, and I've received nothing back whatsoever. I also emailed KitchenAid, and received no response. I am now on the phone, and have been waiting for someone to answer for 40 minutes. I suspect that I'm going to have a nightmare with this. I'm currently stuck with a £385 broken mixer that I don't want. My advice - don't buy from KitchenAid. If you're reading this KitcheAid, please get in touch so that I can return the faulty goods and get a refund.

Update: 50 minutes on the phone, and when it rang through, they cut me off straight away.

Update 2: After another 45 minutes on the phone waiting, I got through. I don't know where the call centre is based, but the line quality was terrible. KitchenAid emailed me a returns label (which should just be part of the online automated process). I was told that a refund would be 14-30 days following receipt of the item, which is pretty terrible. I won't be buying any more KitchenAid products, and certainly not from them directly. What a mistake - it's not worth the hassle.

100 percent agree with all these comments. An absolute disgusting company please don't buy from them. Ours like many others has a lid defect!! £370! For a toaster and kettle never again. I purchased the USA made mixer 5 years ago. I now note they are designed in the US but built elsewhere. Probs china. 😂... Anyways no answer to calls exceeding 45 mins and the worst email service of any company I know . Horrific experience. Would love for them to see this. I doubt t they give a shit

Bought a very expensive kettle.
The lid repeatedly gets stuck
Pushing the on button causes the kettle to slide across the kitchen surface.

Worse of all, their customer support is atrocious!

I will never buy from them again and advise everyone to avoid them.

I tried to take advantage of Kitchen Aid's sale and put over £600 worth of products in the basket. Despite several attempts and varying combinations, the sale would not complete, showing error messages every time. I completed an online contact form for customer assistance, but 24 hours later, still no reply. Tried calling them today, still on hold after 30 minutes, so gave up, spent my £600 elsewhere.

AWFUL CUSTOMER SERVICE. Can't believe I thought buying direct from KitchenAid would mean I get better aftercare - wish I'd checked this sooner. Mixer arrived faulty, I've tried without success to get hold of them via various contact forms or emails, and absolutely nothing. The online returns system is faulty which means I've received no returns label online. Stuck on hold for 50 minutes and eventually it was answered but no-one spoke on the other end, it was just left off the hook and then hung up. Will I ever get my money back? I will never buy from KitchenAid again, I will be replacing this with a Kenwood. The amount you pay for these items you expect quality product and quality customer service but they give you neither.

I have written 3 times about a faulty item and an automatic reply sent saying 'will respond within 24 hours' and they never reply. I have phoned and an automated phone message gives an alternative email which bounces back. This is a very untrustworthy company who take no responsibility for their products or customer satisfaction. Such a shame as I have many of their products and now I will never purchase another one due to lack of communication. KITCHENAID if you are reading this please respond to me to avoid further disappointment.

Unpleasant surprise
Las week we made a claim of our bowl 5 Quart Tilt-Head Metallic Finish Stainless Steel Bowl, that has fast and gradually lost its colour and become very ugly. Kitchen Aid accepted the claim but informed that the bowl is out of stock. We suggested that we then would pay the difference for the one in stock with the same colour, 5 Quart Hammered Copper Bowl. The response we received wad negative and we were informed that we must wait until the fabric has produced "our bowl".......! This without giving us any estimation whatsoever of delivery time!
A small reflection. Last week I made a claim to IKEA for our kitchen tap (installed 2021). We were informed that our tap was out of stock, that we could choose another tap, and that IKEA pay back the difference to us. Yesterday IKEA installed the new tap we had chosen. That is to be service minded!

Our mixer still has warranty and we want to reach out them. But unfortunately they do not answer calls after 1,5 hours on the customer service line.

I usually associate KitchenAid with high-quality products, but my recent experience has been incredibly disappointing.

I sent my Artisan Mixer in for repair (Ref: 6270148842), and although I did receive a unit back, it arrived with clear physical damage. The main body has a dent, and the metal band is both loose and visibly dented.
To make things worse, I received an email on 13th March 2025 saying the product couldn't be repaired—but the message was corrupted and unreadable. Since then, I’ve tried to contact KitchenAid support multiple times and even spent over hours on the phone waiting for someone to pick up—with no luck at all.

I’m frustrated, confused, and frankly shocked by the lack of response and accountability. I’m more than happy to provide photos and just want someone from KitchenAid to take ownership of this and help resolve it properly

The worst company to buy from, received a new mixer as my old one broke to be expected to pay £112 import taxes which they said they would refund. They have not refunded and when you call the customer service agent just hang up on you.

This has got to be one of the worst companies to buy from , the power of marketing makes us believe this is a top rate company and product but in reality their machines are very poorly designed and unreliable, our mixer broke on first use it was returned and the machine we received back refused to work on its first use. For two machine to fail on first use tells me this company and machine are terrible.
I would recommend everyone stay away from this company and buy from a more reliable manufacturer. I am sorry I paid for this blender and will never recommend them or buy from them, indeed I will tell anyone thinking of buying kitchen aid to look elsewhere.
Awful experience!

Don’t buy KitchenAid products. They are unreliable and their customer service is a total joke and insult. They don’t acknowledge the unreliability of their products or offer suitable replacements.

Worst customer service ever! No reply to email. First call hung up after waiting 35minutes. 2nd call advisor was unhelpful and hung up because he couldn't be bothered any more. Bought a £900 mixer and this is what you get?! Really good products but I'll never buy from them again or recommend to anyone.

I bought an Artisan mixer when it was on sale. I bought from Kitchenaid direct so I would get good after sales service. A week later, on the second occasion of using the mixer it overheated and started smelling. I rang Kitchenaid and was advised to send it back and they would issue vouchers (not much good because the mixer had gone up in price) They said they could not exchange it in the UK. When I told them I did not have the original box I was told I could not get any kind of refund. I sent an email to complain which was ignored. The worst customer service I have experienced in years.

Artisan toaster bought in November, no longer toasts evenly so bread is either burnt or barely toasted on one side. Have emailed using as many email addresses as I can find - all unanswered except one who replied weeks later asking for more information. I replied and got a response saying “emails can currently not be responded to”. Phones not answered - have hung on for over 40 minutes multiple times. Tried messenger and accidentally contacted US site - got a response in less than 24 hours. Unfortunately they could not help when they realised I was a uk customer and redirected me to the uk page where unsurprisingly my message remains unread.
Not sure how to proceed when you can’t actually speak to anyone! Not acceptable when the products cost so much.

I had an old and always reliable KitchenAid Artisan food mixer that, sadly, broke down so I contacted KitchenAid to ask about repairs of machines no longer in warranty. There is a company that they use here in the UK so for a fee to be paid to the repair company (£180) I sent my beloved machine off for a repair. Unfortunately, after 7 months, the repair company eventually managed to break my machine completely in half and I was devastated. They did refund me my £180 but I was without my machine. A couple of phone calls to KitchenAid and I was in touch with Kevin and Natalie from the Europe Office who were so sympathetic and helpful and sent me a shiny red KitchenAid Artisan machine with a few extra attachments. I was delighted, I was not expecting a replacement. Unfortunately, after 2 batches of bread making this machine also grinded to a holt! Horrified I was advised to return to the same company that broke my original machine but I was assured that my original experience was very unusual so, reluctantly, I returned this machine too! Within a couple of weeks later it had been returned and, although I'm not as confident as I was with my original, it does work smoothly but I do think the new Artisan models are not as robust as the older machines so not really suitable for bread making! However I have found the KitchenAid employees who came to my rescue were so professional and incredibly understanding and helpful I do believe that Kevin and Natalie should be mentioned by name because they truly went above and beyond excellent customer service. Thank you so much!

I bought a kitchenaid food processor and the motor blew within months, got sent a new replacement and the motor on that also blew within a few months! Considering I wasn't using it on a daily basis I'm so disappointed! I called kitchenaid today and after a good 20 mins was able to speak to someone. Unfortunately I was kept on hold whilst the assistant tried to resolve my issue but then cut me off! 53 minutes of wasted time. Wish I never bought this product, absolutely useless! Most regrettable £320 I've spent!!!

Very poor customer service

We have had a kichenaid mixer for several years and always looked after it very well. The top lock stopped working so at kitchenaid’s request we sent it to Trojan electronic for repair with a cost of £200. After almost 2 months it was finally returned only to find the original fault was not sorted, the motor (which was perfect) now made a terrible noise and the cast stand was bend! It was sent off again only to be returned with the original problem still not sorted, the stand replaced with a slightly off colour spare and the motor still making a terrible noise. So off it went again only to be lost by Trojan altogether. After several months a machine arrived from them which is clearly a bunch of spares put together. No one at kitchenaid ever answers the phone or replies to emails to help resolve this and it has been going on for almost 10 months now.
Really terrible company to deal with and zero customer support. Good machines when they work but pray it doesn’t go wrong and you have to deal with the after sales dept!! Utterly unacceptable given the price point of the machines

KITCHENAID CUSTOMER SERVICE....WHERE ARE YOU???

I have spent the entire morning trying to contact customer service, having used my mixer yesterday and a large screw falling out from the tilt head, while mixing.

Unfortunately the screw head does not allow for a regular screwdriver to reattach this. It appears a special alan key is needed, which I don't have. In addition, the same screw on the opposite side is also loose. This is not the quality we're led to believe Kitchenaid advertise, or reflected in the price of these appliances.

The mixer isn't even a year old, but I've spent the entire morning on hold this morning attempting to get hold of customer service, as well as using the customer webshop email addresses (both .eu and .com) both have rebounded back.

These appliances are expensive and considered purchases, so it's unacceptable that myself, and it appears many others, have similar issues when something goes wrong.

My mixer is unusable. Do I have to contact BBC Watchdog to actually get anyone to pick up the phone at Kitchenaid?

I now wish I had bought the Kenwood.

Appalling. Managed to speak to someone (Monsef) on 28 February 2025 after hanging on for 30 minutes. I asked what was happening with my coffee machine returned for repair on 3 February 2025 (only bought on 24 October 2024). Told irreparable and offered refund or vouchers. Received email on 28 February asking for invoice and bank details. Replied by return. Immediately get an automated email saying "Unfortunately, we are unable to assist you via email at this time." Phoned today, 3 March 2025, at 10.17am. After 44 minutes listening to music I was cut off. How are you supposed to deal with this company?