SmallBizGenius Analysis
KitchenAid receives overwhelmingly negative reviews on Trustpilot, with customers frequently citing issues with product quality, customer service, and the returns process. While some long-term users praise the durability of older appliances, recent experiences appear to be largely unfavorable.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service
2.0/10Numerous reviewers describe KitchenAid's customer service as "terrible," citing long wait times, unhelpful representatives, and difficulty resolving issues. Many report spending hours on the phone or via chat, only to be disconnected or given inaccurate information, as one reviewer stated: "Absolutely, unequivocally, without a shadow of doubt, THE WORST CUSTOMER SERVICE....EVER!"
45 reviews mention thisProduct Quality
3.0/10Many customers report issues with the quality and durability of KitchenAid appliances, with some breaking down shortly after purchase or warranty expiration. Common complaints include dishwashers not cleaning properly, refrigerators failing, and mixers malfunctioning, with one reviewer stating their "3 month old range model KFG500ESS has smoked, smelled and run below temperature since we took delivery 3 months ago."
40 reviews mention thisReturns & Refunds
2.5/10A significant number of reviewers express frustration with KitchenAid's return and refund process, citing long delays and complications. Customers report waiting weeks or months for refunds, even after the returned items have been received, as one reviewer noted: "I have been waiting over 6 weeks for a refund on a food processor that was returned to KitchenAid unopened."
25 reviews mention thisMixer Performance
4.0/10While some customers praise the KitchenAid stand mixer for its longevity and performance, others report issues with newer models, such as gears stripping or the mixer malfunctioning shortly after purchase. Some reviewers shared positive experiences with older models, like the reviewer who said, "I just finished making bread with my stand mixer.I have had this mixer for 22 years," while others detailed problems with newer mixers.
15 reviews mention thisAppliance Packages
3.0/10Several reviewers who purchased entire KitchenAid appliance packages report widespread issues across multiple appliances. These customers express disappointment with the overall reliability and performance of the brand, with one reviewer stating, "We purchased all KitchenAid appliances and the Frig and Oven are Garbage (with all types of issues)."
10 reviews mention thisPros & Cons
What Customers Love
"In February of 1998 I bought a KitchenAid side-by-side refrigerator to install in our new house. Little did I know that I would not have to part with it until February, 2026 when it finally stopped working."
"As my appliance was under warranty, I contacted KitchenAid, fully expecting to be told how I had broken it, that it was my fault, and that the warranty would not be honored. That is not what happened. Instead I was cheerfully sent a new mixer"
"We’ve been using a KitchenAid stand mixer in our home for a long time and it’s one of those appliances that just keeps going. It handles heavy doughs, mixing, and baking prep without struggling"
Common Complaints
"Absolutely, unequivocally, without a shadow of doubt, THE WORST CUSTOMER SERVICE....EVER! If you want to spend hours of your life, listening to hold music only to be disconnected, then try the "chat"."
"Deserves zero stars. Period. Absolutely unacceptable that a dishwasher's pump and motor needs to be replace in less than three years."
"The return process is a joke, sent mixer back in Dec and have called 3 times for status on the refund. Told each time they showed the mixed at the warehouse but due to weather issues it hasn't been ch..."
"Needed a replacement pump for my dishwasher, and was willing to pay twice the price for a replacement part compared to other vendors from the website because of the website's delivery guarantee to shi..."
"I purchased a new KitchenAid 5.5-Quart Bowl-Lift Stand Mixer (Contour Silver) from Best Buy and received a unit that was clearly used. The box was not factory sealed and the contents..."
Common Questions About Kitchenaid
Answers derived from customer review patterns
Is Kitchenaid legit and trustworthy?
Based on 100 Trustpilot reviews, KitchenAid's trustworthiness is questionable due to widespread complaints about product quality and customer service. Many customers report appliances breaking down soon after purchase, and difficulty obtaining refunds or repairs. While KitchenAid is a well-established brand, the negative feedback raises concerns about their current reliability. Small business owners should carefully consider these issues before investing in KitchenAid appliances.
Based on 45 reviewsDoes Kitchenaid have good customer service?
The overwhelming consensus from the reviews is that KitchenAid's customer service is poor. Customers frequently report long wait times, unhelpful representatives, and difficulty resolving issues. Many reviewers describe frustrating experiences trying to get assistance with broken appliances or delayed refunds. This suggests that small businesses should not rely on KitchenAid for responsive and effective support.
Based on 45 reviewsIs Kitchenaid worth it for small business?
Given the numerous complaints about product quality and customer service, KitchenAid may not be a worthwhile investment for small businesses. The potential for frequent breakdowns and difficulties with repairs or returns could disrupt operations and lead to added expenses. While some older appliances have proven durable, the recent trend suggests a decline in quality. Small business owners may want to explore alternative brands with more positive reviews regarding reliability and support.
Based on 30 reviewsWhat is Kitchenaid's return policy like?
Based on the reviews, KitchenAid's return policy is problematic, with many customers reporting significant delays and complications in receiving refunds. Some reviewers waited weeks or months for their refunds, even after the returned items were received. The process is often described as frustrating and inefficient, leading to a negative customer experience. Small businesses should be aware of these potential issues before making a purchase.
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