My New Kitchen Aid Stand Mixer - DAMAGED

SunBumIL · ‎03-15-2010

Although I received my TSV stand mixer several days ago, I didn't open it right away because I wasn't ready to use it yet. Well, this morning I got ready to make my spritz cookies and couldn't wait to use it. Upon opening the box which was flimsy and in poor condition when it arrived, I found my mixer to be scratched all along the top. I immediately called CS and was told to box it up, send it back and fill out the paperwork saying that it was damaged and to exchange for the same one, which is the Black Storm. When I asked how long before I get my new one, he said it could be at least two weeks because they have to wait to get the damaged one back to send out the new one. WHAAAAT? Because they now have my money (I did not use easy pay), I have to be inconvenienced when I really need this mixer to bake cookies. Once it is shipped, with their label, I will get a notice saying it is on its way. Why then do they need to wait to send out my replacement? They know that is coming. I am very unhappy. The packaging on this mixer was not sturdy enough for the weight it held and I should not have to be inconvenienced for their mistake.

GSPgirl · ‎01-03-2012

I feel your pain. I'm not sure where you live, but I buy my appliances at Bed Bath and Beyond with a coupon. i stopped long ago buying heavy things from QVC. I know they will have UPS pick it up, but now you are out of a mixer for the holidays. Can you get a refund and then buy it elsewhere?

aoc2005 · ‎08-25-2010

So sorry to hear, that sounds very frustrtating. I guess they have changed the way they are packaged. I got mine as a TSV a few years ago and I remember it being the opposite. I big box with lots of packing, I had to dig to find the box with the mixer in it! As a matter of fact lately I have ordered quite a bit for Christmas and quite frankly it has almost been "over packed." Not complaining becuase i prefer that do flimsy, damaged packing like you got. I wonder, was yours shipped from QVC or directly from Kitchenaid? Anyway, once you get this mixer i think you will really enjoy it, for me it completely changed baking. Happy holidays!

lobstergal · ‎12-03-2010

@SunBumIL wrote:
Although I received my TSV stand mixer several days ago, I didn't open it right away because I wasn't ready to use it yet. Well, this morning I got ready to make my spritz cookies and couldn't wait to use it. Upon opening the box which was flimsy and in poor condition when it arrived, I found my mixer to be scratched all along the top. I immediately called CS and was told to box it up, send it back and fill out the paperwork saying that it was damaged and to exchange for the same one, which is the Black Storm. When I asked how long before I get my new one, he said it could be at least two weeks because they have to wait to get the damaged one back to send out the new one. WHAAAAT? Because they now have my money (I did not use easy pay), I have to be inconvenienced when I really need this mixer to bake cookies. Once it is shipped, with their label, I will get a notice saying it is on its way. Why then do they need to wait to send out my replacement? They know that is coming. I am very unhappy. The packaging on this mixer was not sturdy enough for the weight it held and I should not have to be inconvenienced for their mistake.

You have until the end of January to return it so you could use that one to do your holiday baking before you send it back for a replacement.

SunBumIL · ‎03-15-2010

Thanks Q2girl. I could get a refund but I really liked that new color Black Storm and doubt that is available elsewhere. I still have my hand mixer that I've always used but just very disappointed in how it was handled. I know that in the past, when something I received from them was not right, when I called, they immediately sent a replacement out and just told me to send the old one back within a certain number of days. I could be confusing them with HSN. That is their normal procedure.

Susan-QVC · ‎06-14-2015

@SunBumIL Hi, I am sorry to hear the item was defective. Can I trouble you to write in to our social inbox QVCSocialTeam@QVC.com. We would like to try and help if we can. I look forward to hearing from you!

Susan-Q Social

SunBumIL · ‎03-15-2010

Milosa, I agree with what you said about packaging. Usually things are overpacked. I don't think this has ever happened to me before. The box was not in a QVC box, but in an original Kitchen Aid box. Maybe that was the problem. It looked as though someone had retaped the top of the box along the way. My husband said maybe they used something sharp to cut the tape and inadvertently scratched the top of the mixer before retaping. Where the scratch is, there was no styrofoam covering it.

Thanks for your well wishes. I realize this is just a tiny thing when others have so much to be upset about.

Happy Holidays to you too.

RainyDayGal · ‎03-09-2010

Did you use the Q return label? If so, Q will be able to track it to see that it has indeed been sent back. Armed with that information, maybe you can ask them to send the replacement since they can see it's been shipped back. It's worth a try.

NC Bandwagon · ‎05-03-2014

Hello, @SunBumIL and welcome.

A QVC moderator, Susan-QVC, wants to help you.

~Nick Chavez is my favorite vendor on QVC and Alberti Popaj is my favorite QVC host.~
Nick Chavez now has his own sub-forum under the My Favorite Brand folder

SunBumIL · ‎03-15-2010

Ladies, just letting any of you who responded to my post know that my problem was fixed completely by a Christmas angel (she must be) from the Q-Social Team. Susan contacted me almost immediately after my post and let me know that I will be receiving my new mixer in a couple of days. Thank you Susan and QVC for monitoring these boards and helping when they can.