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Original poster

John Lewis and KitchenAid Food Processor

28 replies

JaxTellersOldLady · 10/01/2011 22:36

so today in JL my lovely husband spotted a KA food processor in the sale, it was missing a lid and we decided to take a chance, buy it and then contact KA direct to buy a lid.

This evening he took it out of the box and it has an american plug on it, no instructions and is also missing a bowl.

DH contacted Customer Service who said this was not right, someone should have explained why this item was on 'offer' and pointed out any defects and they would send me a new processor. I thought what FANTASTIC Customer Service, could return the processor (unused) when I got my replacement.

Then a couple of hours later someone else called from the store and said that JL had got a shipment of USA stock and that this was one of them as it has a USA plug fitted, which is why it was in the sale??!! Confused

I am a bit annoyed, (actually a lot) because I was so happy that he bought this for me, knowing that I wanted one and it is pricey...

Anyway, surely JL in the UK should not be selling items with non standard UK plugs? I have been offered a full refund, which is fine, but leaves me with no processor and peed off with John Lewis.

OP posts:
Original poster
JaxTellersOldLady · 11/01/2011 07:10

anyone??? maybe this should be in Chat. more traffic Smile over there.

OP posts:
Scootergrrrl · 11/01/2011 10:17

You can buy an international adapter on eBay which will allow you to use it in the UK if you want to keep it. Bummer though that your lovely bargain was spoiled.

missmehalia · 11/01/2011 10:19

I think you can change the plug, rather than use an adapter. Yes, very annoying.

Why don't you get a price for having that done, then get back in touch with JL and get them to pay for that bit? We did that with a jacket for DH - all the buttons fell off it within a couple of months, and JL gave us a partial refund to pay for repairs. (They put the money straight back onto our card, don't accept vouchers.)

Original poster
JaxTellersOldLady · 11/01/2011 10:20

thanks scootergrrrl. I know that I can buy an adaptor, but the person from JL said it wasnt compatible with our voltage system, which I think is bollocks.

I will probably take it back, get a refund and buy a bloody magimix instead. I really liked the cream colour of my KA though, matched my new kitchen units. Grin

OP posts:
missmehalia · 11/01/2011 10:21

Just thought, it was no justification that having a USA plug is why it was cheap. It's also missing a piece of its fittings, and neither fact was pointed out to you when you bought it. This means they're surely responsible for correcting both of these.

Original poster
JaxTellersOldLady · 11/01/2011 10:24

that is what I thought missmehalia

although they have offered a refund, which is fine, but leaves me processor less. And my 'local' JL isnt actually very local. I live in the sticks and it is in the next large town, probably about 25/30mile round trip.

Do you think I should email their customer service people direct?

OP posts:
bitingfairy · 11/01/2011 14:38

I don't understand how they can sell a mixer with a US plug, say it's incompatible with our voltage system and expect it to be "fit for purpose" Am I just being thick? I'd ring customer services and demand a full explaination I think - should Trading Standards be involved? Offering a refund doesn't really solve the problem of why it was sold in the first place. If you have to incur costs for another trip to the store I would be asking for that back too - mileage and parking, or they should send a courier to collect.

So sorry that your bargain didn't turn out the way you hoped.

IAmReallyFabNow · 11/01/2011 14:44

So you buy something reduced without all the problems listed.
You ring to tell them and they offer you a replacement.
Then someone else rings and suddenly only a refund is on offer.
HmmConfused.

Doramustdie · 11/01/2011 15:53

It's nit bollocks US electricals run on 120v, it would blow your kitchen aid up. Shame about your bargain though.

missmehalia · 11/01/2011 16:05

Ah, that's rotten news. Don't take any risks. Having a KA is one of my lifetime goals (world peace? Getting a PhD? No! A kitchen aid.. wtf).

However, even I wouldn't take a risk.

What about emailing them (then they'll be obliged to reply in writing too, and can't wriggle out of it!) and asking for a whopping great discount on a new one that's fit for purpose? Suggest you use the phrase 'fit for purpose', too, it's what trading standards refer to in lots of documentation, and it often gets retailers scurrying!

Good luck!!

Original poster
JaxTellersOldLady · 11/01/2011 21:40

On the bottom of the unit it states that it is 220-240V which is UK voltage, but it has a USA plug. Why???

I also phoned and left a message on the KA thingy asking about replacement bowls and lid and guess what? Not a phone call from them either. I did read that the KA people gave shoddy service and this is proving true.

So, after tomorrow if I dont hear anything back from KitchenAid or John Lewis, I am going to take it back get a refund and go elsewhere and buy a full price magimix just so that neither gets any money from me. They have now lost a sale and I wont be so quick to pop to JL for future large or even small purchases.

OP posts:
brambleschooks · 11/01/2011 22:05

I have had mileage refunded in JL when I had to return something faulty.

evenkeel · 12/01/2011 12:04

I think you have to be pretty firm with JL nowadays, actually - their customer service isn't what it was.

I had a day of nightmare waiting in for a delivery of something, for which I'd paid extra, specially - it just didn't arrive at all despite a nominated day - and I'd had to set aside a whole day off work as they 'couldn't' give an approximate delivery time.

I was fed three different stories by customer service people on the phone as to why it hadn't arrived despite an alleged 'guaranteed' delivery. Then the next day it turned up without any warning - purely by luck, I hadn't quite left for work at the time, but I could have done, and then would no doubt have had the enraging 'we called but you were out' card.

OK, they did refund the extra delivery charge and knocked off some extra from the item price, but really I'd just wanted it delivered when I specified. Sad to say, JL has definitely fallen off in quality and attention to service, I fear.

Original poster
JaxTellersOldLady · 12/01/2011 21:38

well my DH has sent off an email to head office as it was him to bought it for me, so we will see what the outcome is.

OP posts:
Original poster
JaxTellersOldLady · 13/01/2011 19:17

WOW I have just had the most AMAZING Customer Service from John Lewis.

They called me this afternoon and agreed to replace my dodgy food processor with a brand new UK version. They were very apologetic and even offered to have it delivered to me.

I couldnt wait for home delivery so went this evening to collect it. I have got it home and unpacked it. A true thing of beauty in cream. Matches my kitchen perfectly and I will chop and mash and everything else it does tomorrow when I am alone. Grin

So I would just like to say that after a rather rubbish start to the week, the end has got much much better. Cheers JL!

OP posts:
brambleschooks · 13/01/2011 21:14

Gorgeousness!

Original poster
JaxTellersOldLady · 14/01/2011 07:36

I know, have been into kitchen to stroke look at it this morning. Grin

OP posts:
LoveBeingADaddysGirl · 14/01/2011 07:51

Lucky you

brambleschooks · 14/01/2011 09:03

I have a cream ka artisan. Today we are making coconut, lime and blueberry cake.

Have fun!

Original poster
JaxTellersOldLady · 14/01/2011 13:00

oh that sounds delicious and just a tad healthy. haha Grin

OP posts:
brambleschooks · 14/01/2011 13:22

yes, it's cake, but it's health food really :)

Original poster
JaxTellersOldLady · 14/01/2011 14:00

ooh would you mind PMing me the recipe?

I was thinking about making a lemon drizzle cake this afternoon as I have a couple of lemons to use up...

Went into kitchen reorganised shelves to fit my new KA accessories box and moved some things around on the work surface to show off allow plenty of room for the KA. Grin

OP posts:
brambleschooks · 14/01/2011 18:13

lemon drizzle infinitely easier and tangier, but here you are! ....

(I think I'll be eating it with a spoon and some icecream!)

base
80g caster sugar
20g butter
150g dessicated coconut

sponge
2 medium eggs
150g caster sugar
150g finely grated courgette
zest and juice of 2 limes
120g white rice flour
2tsp baking powder
1/4 tsp salt
200g blueberries

  1. preheat oven to 180
line a baking tin
  1. slowly heat sugar, butter and salt in a saucepan. then mix in the coconut. It will be a bit like shortcrust so push the paste into the pan.
  2. put the cocnut mix into the oven for about 15 mins, be careful it doesnt burn
  3. to make the sponge, beat the eggs and sugar, then add grated courgette, lime zest and beat again. Finally add the flour, baking powder, salt, lime juice and beat.
  4. remove base from oven, pour sponge mixture over and add blueberries scattered over the top. cook for further 30 mins.
  5. allow to cool for 10 mins before serving.

Mine seemed quite a wet mix, so i had added more flour. However, I have my own hens and had added an extra egg as the eggs are quite small at the moment - obviously an error on my part, but it tastes tangy! You could probably change the recipe and use a sponge cake mixture but add in the lime juice instead of milk.

have fun!

bitingfairy · 14/01/2011 20:14

Great news! So glad to hear it turned out well in the end :)

ChaosTrulyReigns · 16/01/2011 15:27

Oh, I am a major KA fan (and stroker Blush) but I did not know I could persuade mine to chop.

WTF am I doing wrong? Sad