I ordered a £200 KitchenAid kettle in porcelain white at the start of 2025. In December the same year, the lid broke - so I sent it to be repaired under the firm's one-year warranty. 

KitchenAid couldn't fix it, so said it would send me a new one. However, when it arrived I was shocked to see a matt dark blue kettle in the box instead of a shiny white one. This wouldn't look right in my kitchen at all. 

On closer inspection it was also a different model from the one I previously owned. 

After some to-ing and fro-ing, KitchenAid sent me a pre-paid post label and I returned the kettle in January. 

However, it has been months since the old kettle broke and KitchenAid has still not sent me the correct new one.

I can't get through on the phone and am told by an automated message to send an email. When I do this, I either don't get a reply, or am told it will be 'escalated' but it never is. J.M., Swindon. 

Helen Crane, This is Money's consumer champion, replies: As you can tell by their price tag, these are not bog standard kettles. 

With their glossy colours, 1950s-inspired design and gleaming chrome hardware, KitchenAid appliances such as kettles, toasters and stand mixers have become a staple of middle-class kitchen counters across the land. 

As such, you expected that KitchenAid's service also wouldn't be bog standard when something went wrong. 

Unfortunately, that wasn't the case in your experience - and it seems you are not alone. 

On review website Trustpilot the brand has 677 customer reviews, 86 per cent of which give it one star out of five. 

Like you, other unhappy customers complain about long delays receiving replacement products or getting refunds. 

Some also report having to chase the customer service department endlessly for a response. 

'I know it might only be £200 worth of kettle, but it’s the principle of being fobbed off and lied to,' you told me. 

Mistakes happen, but when you were sent the wrong colour and model of kettle, this should have been sorted out quickly. 

Especially as you had been assured the issue had been 'escalated' three times by email, and once on the phone. 

In the end, you decided to escalate the issue to me and I asked KitchenAid what was going on. 

A spokesman for the firm, which is part of appliance giant Whirlpool, said: 'The customer service team has reviewed the case. 

'There was an unexpected delay in processing the next steps, and KitchenAid sincerely apologises for the lack of communication J.M experienced during this time.

'KitchenAid can confirm that the team is now in direct contact with J.M to resolve the matter as a priority. 

A correct replacement kettle is being arranged, and the company is taking internal steps to understand how this situation occurred and to prevent similar issues in the future.

'KitchenAid regrets the inconvenience caused and thanks J.M for his patience.'

Days later, you received the correct kettle, along with an apology for the poor service. 

After all that, I think you'll need a cup of tea. 

I've been a loyal member of Cineworld's Unlimited scheme for 14 years. I currently pay £17.99 per month for the deal, which allows me to attend as many cinema showings as I like, and have put thousands into Cineworld over the years.

I just embarked on a trip abroad for three months, so I'd like to cancel it and reinstate  it on my return. However, Cineworld's phone line for Unlimited members has shut down. 

I removed my card details from the Cineworld website thinking that this would stop the payments, but £17.99 was still taken out. I've emailed Cineworld customer service but they have declined to refund me. C.F

Helen Crane replies: It's always frustrating to hear of another company that won't speak to its customers on the phone. 

Simply taking away your payment method, or stopping a direct debit, to cancel a membership or subscription is never advised. 

The company may apply fees for non-payment or even pass your details to debt collectors if you are still in contract. 

However, I can see why you did it. You were about to embark on your trip and, when you called the phone line to find it dead, decided you didn't have time for email back and forth with the customer service department. 

When you got in touch later the firm told you that, for a payment not to go through, you would have needed to remove your details (or better, inform Cineworld and formally cancel) 10 days before the payment was taken. 

You missed this deadline, and therefore it wouldn't budge on reuniting you with your £17.99. 

However, I contacted Cineworld to ask if it would make an exception for a loyal customer. 

You said that, if the issue couldn't be resolved, you were considering switching to a cheaper membership with a rival chain on your return. 

After I told it this, you received word from Cineworld that your £17.99 had been refunded - and your membership put on pause until your return. 

Hopefully the only drama you experience with Cineworld in future will be on the screen.