Complaint With Kitchenaid - Appalling Customer Service

[chokkie]

Dear ABers, not really quite sure where to post this, but Shopping seems as good a place as any. Basically, I am at my wit's end with Kitchenaid ... their customer service is absolutely shocking (and when I found out they come under the umbrella of Whirlpool, the penny dropped!). On the 29th April last, I purchased (by phone to one of their customer service facilities - later discovered that it was in Brussels!) a replacement coupling base for my KA blender ... they took my credit details, the payment was £17.07 and I received a confirmation of the order by email. I was told that it would be with me in a few days a week at the most. A week went by, nothing, another week went by still nothing, so I called the original phone number and they told me to be patient ... we then got into mid-May, still nothing, so I rang yet again and was told that the item had gone out of stock and they had no idea when it would be back in stock. So they now can't find my order, nor my payment and I don't have my coupling base replacement. I've got hold of the UK kitchen aid email address, but they just fob me off, can't find my order, can't find my payment, please email another address, please phone another number (which turned out to be the Brussels office, which is closed today it's a public holiday) .... I have also emailed (twice) their CEO a Mr. Jeff Fettig (don't know where he's based, probably in the US, but have not even had the courtesy of an acknowledgement of my emails. £17.07 isn't very much, of course, but that's besides the point. Their customer service is abysmal (but not surprised given that they are part of Whirlpool!) and I want either my money back or my ordered item (or both for that matter!). I've just lodged a complaint with Resolver online, but wondered if any of you have any bright ideas .... As you can imagine, this is making me feel extremeley angry, frustrated, cheesed off and completely and utterly disappointed with a company who make wonderful kitchen machines, but can't organise a drink up in a brewery when it comes to customer services! Any ideas folks?

[barry1010]

You can initiate a chargeback from your debit or credit card company.

https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/

[chokkie]

Thanks for this idea - problem is it's only just over £17, so I doubt they will entertain it. But will give it a go, anyway .... Thanks so much, cheers, Chox.

[TheDevil]

"problem is it's only just over £17, so I doubt they will entertain it. "

Oh they certainly will. When it comes to finances, there is no number too little. Every penny must be counted for.

[barry1010]

The amount has nothing to do with it. You will get your money back if you paid by debit or credit card.

[chokkie]

Thanks everyone - yes will definitely get in touch with my bank - this afternoon! Many thanks, Chox.

[bednobs]

Personally think you are expecting g too much. Lots of companies (no matter where they are) are having problems with customer service at the moment because staff are shielding off sick or wfh or furloughed. What's the problem with CS being in Belgium?

[barry1010]

Jeff Fettig is American but he resigned from Whirlpool in December 2018. The current CEO is Marc Bitzer.

[chokkie]

For what it's worth, folks, I kept on emailing Kitchenaid/Whirlpool, and eventually got through to someone at the UK side of things. This morning I had a phone call from someone from there (it was a guy who had emailed previously and hadn't been bothered to do anything), I gave him all the details of the appliance and it would appear that he's ordered the replacement item, and hopefully it will arrive within the next 2 weeks - well, hopefully anyway ... but I was pretty racked off at having to do all the chasing ....

[Evanite]

Not surprising .. Many support services do a terrible job. Be sure to leave your feedback in google reviews so that everyone knows about this problem

[barry1010]

Did you ever get the part, chokkie?