Chelsea S.

Horrible, horrible experience. I ordered two hats (same design) over 10 weeks ago and still have not received them. I have contacted customer support via email and phone multiple times and they informed me that due to high volume, production has been delayed. They said that I would receive update emails as my order moved along in production but I have not received ONE update email. Any time I contact them for an update they say "it's in production but we don't have an ETA." This morning, I received an email saying that it will likely be another 1-2 weeks until I receive my order. IF I get it in two weeks, it will have been over three months since I placed the order.

If you're THAT backed up in production, I have a few suggestions for you:
1. Stop taking new orders
2. Hire more people
3. Figure out your production line slow-downs and update your processes
4. Stop promising people that their order will be ready in 4-6 weeks

Bad. So bad. I attempted to order a stand mixer - placed the order, received the confirmation, saw the pending charge on my credit card, and then received an email that my order had been cancelled. I called to figure out the problem and they said it was because my billing and shipping addresses were different. I replaced the order over the phone, but never received a confirmation. The original charge was still pending on my credit card but the new purchase never showed up. I contacted KitchenAid and their representative said that the order had been cancelled because my billing and shipping addresses were different. I explained that this had happened before, and that I placed the order over the phone to make sure it didn't happen again and they said they didn't know what was wrong but their system didn't accept the order. I placed it AGAIN. The old charge was removed from my credit card, the new charge showed up as pending. I never received a confirmation of the order. A week later, after following up via email twice without response, the order showed up at my BILLING ADDRESS which I actively avoid shipping to because packages often get stolen. Luckily this was not stolen but I will never order from KitchenAid again.