Kitchen Aid Customer Service

November 20, 2014

Kitchen Aid Stand Mixer

A few weeks ago, my wonderful husband bought me the Kitchen Aid Stand Mixer of my dreams, and it isn't even my birthday!  For years, I have longed for this mixer.  With a bowl capacity of 6 quarts, it's can hold up to 14 cups of flour and can hold batter for up to 13 dozen cookies.

Truth be told, I have owned a "Heavy Duty" Kitchen Aid Stand Mixer for well over 10 years.  I have made hundreds of dozens of cookies, cakes, and breads in it over the years, and it has never let me down.  The only "problem" I have with it is that it has a capacity of 4 1/2 quarts.  With the amount of cooking I do and the size of my family I just wanted something bigger in terms of both power and capacity.

He bought at Costco and I couldn't wait to get it home and open it!  However,  there was a problem.  The bowl has tabs that fit onto pegs to facilitate the bowl-lift.  The tabs were about 3/4" off, and wouldn't line up with the pegs on the mixer without extreme force.  So the next day, we went back to Costco and exchanged it another one.

Once again, I was excited to get home with my new mixer.  When I opened this box, there was yet another problem.  I wanted the color, Liquid Graphite.  The picture on the box showed the right color, as did the label.  But the mixer in the box was white.  I could have cried!   So the next day, we went back to Costco and exchanged it another one.

The third visit to Costco was a little scary because we couldn't find the right color box for a few minutes.  Before we left the building, we checked to be sure that the contents of the box matched the color advertised on the outside.  Thankfully, it did.  When we got home and took it out of the box, it was clear that while the pegs on the bowl lined up a lot better than the first one, it was still just a little off, as can be seen in the picture.

I don't like to force the bowl on the mixer, and after the ordeal we went through to find the right one, I felt compelled to call Kitchen Aid to share my experience.  I called the 800-number and reached a customer service representative here in the US.  Within five minutes, she registered my complaint and had made arrangements to have a new bowl (retail value of $59.99) shipped directly to our home within the next 5 business days.  Kitchen Aid is not charging me for shipping and is not making me jump through any hoops either.  They are simply rectifying the problem - no questions asked.

Customer Service is so important to businesses, and it seems like more and more of them are contracting that portion of the business out to companies overseas.  The result is that the consumer has a much more difficult time getting resolution for whatever problem they may have.  I wish more companies adopted (or went back to) Kitchen Aid's business model for customer service.  It's just the way things should be.

UPDATE December 12, 2014
The replacement bowl was delivered today.  It was well packaged and arrived in perfect condition.  It fits right on the pegs the way it's supposed to.   Great job, Kitchen Aid!

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