Customer reviews from kitchenaid.com
KitchenAid - 20.8 Cu. Ft. Side-by-Side Counter-Depth Refrigerator with Exterior Ice and Water Dispenser - Black Ore
Average customer rating
4.1
(124 Reviews)
Rating breakdown 124 reviews
5 Stars
53
4 Stars
43
3 Stars
14
2 Stars
10
1 Star
4
74%of customers recommend this product.
(
57 out of
77)
Customer Reviews for KitchenAid - 20.8 Cu. Ft. Side-by-Side Counter-Depth Refrigerator with Exterior Ice and Water Dispenser - Black Ore
Customer Rating
1
Brand new fridge with ice maker that does not work
on January 1, 2026
Posted by: Fjcc
from Lemont Ill
[This review was collected as part of a promotion.] Order it in July we were moving to new construction in December Fridge was not to be seen. For some unknown reason it came in after we found one at another store but it came and ice maker did not work It’s January and still no ice maker
No, I would not recommend this to a friend.
Response from kitchenaid.comBy KitchenAid Team, Consumer Care, January 9, 2026
Thank you for sharing your experience with us. We apologize for the concerns that you are experiencing with your Ice Maker.
Ice makers can have issues with no, low, or intermittent ice production due to drainage problems.
Drain System Checks
Kinked/Pinched Drain Hose?
A twisted, kinked, or pinched drain hose is a common cause of poor or no ice production and may lead to intermittent or no power. Smooth water flow is essential.
Action:
Inspect: Check the entire drain hose, especially bends and where it connects. Check behind the unit if it is installed in a cabinet.
Correct: Gently straighten any twists or kinks for smooth drainage.
Restore Power: The ice-making cycle should begin after power is restored.
Re-install Carefully: When returning the unit to a cabinet, ensure the hose does not re-kink or get pinched.
Correct Drain Hose Installed?
Using an incorrect or non-manufacturer-approved drain hose can mimic a kink (low/no ice, intermittent power). Use of the correct material is vital.
Action:
Verify: Use only the kink-resistant hose provided by the manufacturer.
Accessory Kit: If a drain pump accessory is installed, the specific 10-foot corrugated drain hose must be used.
Replace: Replace any incorrect hose with the appropriate, recommended one.
Drain Hose Too High or Too Long (For Models with a Built-in Drain Pump)?
Exceeding maximum vertical or horizontal runs overworks the pump, causing back pressure, which halts drainage and ice production or triggers a safety shutdown.
Max Run Limits:
Vertical Lift: Not over 9 feet above the pump outlet.
Horizontal Run: No more than 30 feet from the pump location.
Correct: Re-route plumbing or relocate the ice maker to stay within these limits.
Drain Hose Connected to a Garbage Disposer?
If connected to a disposer, the internal knockout plug must be removed to prevent blockage. Failure to remove the plug stops drainage, halting the ice cycle and possibly shutting off power as a safety measure.
Check: Ensure the knockout plug inside the disposer's drain connection port has been completely removed.
Refer to Instructions: See the connecting instructions for detailed guidance.
Drain Cap On Correctly and Securely?
The drain cap in the storage bin seals the water pan. A loose cap interferes with water retention, resulting in low, thin, or no ice.
Locate: Find the cap on the bottom of the water pan inside the ice storage bin.
Drain and Check: Unscrew the cap to drain, then inspect it.
Secure: Replace and screw the cap on tightly to create a proper seal.
Environmental Factors
Room Temperature?
Ambient temperature affects the bin thermostat.
Minimum Temperature: The room must be above 45°F (7°C).
Thermostat Shutdown: Below this temperature, the thermostat may incorrectly sense a full bin and shut down the ice cycle.
Restart: Manually restart the unit once the temperature is above 45°F (7°C).
If you need additional assistance, please reach out to us directly via Facebook at https://www.facebook.com/KitchenAid or Direct Message on Instagram at https://www.instagram.com/kitchenaidusa/. When responding, please include your contact information, Range model/serial number, and reference Case # 893833
We look forward to speaking with you.
Christy T
Ice makers can have issues with no, low, or intermittent ice production due to drainage problems.
Drain System Checks
Kinked/Pinched Drain Hose?
A twisted, kinked, or pinched drain hose is a common cause of poor or no ice production and may lead to intermittent or no power. Smooth water flow is essential.
Action:
Inspect: Check the entire drain hose, especially bends and where it connects. Check behind the unit if it is installed in a cabinet.
Correct: Gently straighten any twists or kinks for smooth drainage.
Restore Power: The ice-making cycle should begin after power is restored.
Re-install Carefully: When returning the unit to a cabinet, ensure the hose does not re-kink or get pinched.
Correct Drain Hose Installed?
Using an incorrect or non-manufacturer-approved drain hose can mimic a kink (low/no ice, intermittent power). Use of the correct material is vital.
Action:
Verify: Use only the kink-resistant hose provided by the manufacturer.
Accessory Kit: If a drain pump accessory is installed, the specific 10-foot corrugated drain hose must be used.
Replace: Replace any incorrect hose with the appropriate, recommended one.
Drain Hose Too High or Too Long (For Models with a Built-in Drain Pump)?
Exceeding maximum vertical or horizontal runs overworks the pump, causing back pressure, which halts drainage and ice production or triggers a safety shutdown.
Max Run Limits:
Vertical Lift: Not over 9 feet above the pump outlet.
Horizontal Run: No more than 30 feet from the pump location.
Correct: Re-route plumbing or relocate the ice maker to stay within these limits.
Drain Hose Connected to a Garbage Disposer?
If connected to a disposer, the internal knockout plug must be removed to prevent blockage. Failure to remove the plug stops drainage, halting the ice cycle and possibly shutting off power as a safety measure.
Check: Ensure the knockout plug inside the disposer's drain connection port has been completely removed.
Refer to Instructions: See the connecting instructions for detailed guidance.
Drain Cap On Correctly and Securely?
The drain cap in the storage bin seals the water pan. A loose cap interferes with water retention, resulting in low, thin, or no ice.
Locate: Find the cap on the bottom of the water pan inside the ice storage bin.
Drain and Check: Unscrew the cap to drain, then inspect it.
Secure: Replace and screw the cap on tightly to create a proper seal.
Environmental Factors
Room Temperature?
Ambient temperature affects the bin thermostat.
Minimum Temperature: The room must be above 45°F (7°C).
Thermostat Shutdown: Below this temperature, the thermostat may incorrectly sense a full bin and shut down the ice cycle.
Restart: Manually restart the unit once the temperature is above 45°F (7°C).
If you need additional assistance, please reach out to us directly via Facebook at https://www.facebook.com/KitchenAid or Direct Message on Instagram at https://www.instagram.com/kitchenaidusa/. When responding, please include your contact information, Range model/serial number, and reference Case # 893833
We look forward to speaking with you.
Christy T
Written by a customer while visiting kitchenaid.com
Customer Rating
4
Squeaky Door Hinge
on January 8, 2026
Posted by: Charlie4667
from Bonney Lake, WA
[This review was collected as part of a promotion.] We purchased our KitchenAid frig. about a month ago. It developed a squeak in the frig. door hinge shortly after the purchase which continues. Otherwise, the interior lighting is nice and we like the grey interior.
I would recommend this to a friend!
Written by a customer while visiting kitchenaid.com
Customer Rating
5
Works exactly as expected!
on January 11, 2026
Posted by: Ryusan
from Watchung, NJ
[This review was collected as part of a promotion.] Bought this to replace an older KitchenAid refrigerator that had just stopped working, and it does everything as described
I would recommend this to a friend!
Written by a customer while visiting kitchenaid.com
Customer Rating
4
Works great and great looking.
on January 18, 2026
Posted by: IceJr
[This review was collected as part of a promotion.] Works great and great looking. We used to have an exterior water dispenser, I wish I had that back as any spills with interior are very difficult to clean. The only real issue is the ice maker. It over produces and then when you open freezer drawer it pulls the ice behind the drawer which is inconvenient to clean up.
Written by a customer while visiting kitchenaid.com