A woman who posts on TikTok under the handle @singegneri, whose name appears to be Shannon Elizabeth, shared her frustration in a video about a broken LG refrigerator and the customer service she received from both Home Depot and LG. The video shows her speaking directly to the camera, with on-screen text that reads, “DO NOT EVER BUY APPLIANCES FROM HOME DEPOT.”
She said in the video that she and her husband purchased the LG fridge in 2023 for a total of $2,600. She said that at the time, they “didn’t have a pot to piss in at all” but worked hard to buy it because they needed one. She said they were also persuaded to buy a Home Depot protection plan at the time of purchase.
According to her account in the video, the trouble started on Monday, September 28th, when she noticed her freezer was wet and warm and the food inside her fridge had spoiled. She said she called Home Depot, and they told her it was “no big deal” and that they would file a claim.
She said Home Depot had her do a 24-hour troubleshooting step, then redirected her to LG
The woman said in the video that the Home Depot protection plan team told her they had to troubleshoot the issue themselves first. She said the steps required unplugging the fridge, taking everything out of it, and keeping the doors open for 24 hours. She said they did all of that, and the fridge still did not work.
She said that when she called back, Home Depot told her, “You still have a warranty with LG, so we’re just going to send you to LG and they’re going to handle it.” She questioned why she had been sold a protection plan when LG already offered a 5-year warranty.
The woman said she then contacted LG, and they told her they would schedule a technician and call her to set it up. She said she never received any calls. Her husband then called LG back, and she said they were told, “Oh, well, actually we can’t find any techs. We’ve reached out to two. One of them declined it and one of them just straight up didn’t answer.”
She said LG also told them it would be 10 business days before they could even locate a technician. Frustrated by that timeline, she said they emailed Home Depot to say the situation was unacceptable and that they also had a protection plan through the company.
Home Depot initially offered a reimbursement or new fridge, then changed course, she said
According to the woman’s account, Home Depot responded by saying they would send a reimbursement or a new fridge, and that she would receive an email within 24 hours. She said on the night of October 1st, around 11 o’clock, she received an email from Home Depot asking her to call them at her earliest convenience.
She said when she called, Home Depot told her, “Oh, actually we’re just going to send one of our own techs out. I know in the beginning we told you it had to be an LG tech, but we’re just going to send one of our techs out.” She said the earliest appointment available was October 8th.
The woman said she was also told that the technician’s visit on the 8th would only be to diagnose the problem, because parts would need to be ordered. She said they would then have to schedule a separate appointment for the repair itself. She said this means she has been without a fridge for almost a week and could face additional weeks of waiting.
She described the experience as the worst she has had with any company, including warranty situations with vehicles. She concluded the video by saying, “But this is your warning: do not buy appliances from the Home Depot. I learned my lesson on that.” Frustration with big-brand customer service like this has surfaced elsewhere too, as a woman said McDonald’s refused a refund for a missing apple pie.
The video’s caption reads, “@The Home Depot #homedepot #lg #thehomedepot @LG Global”
Some commenters questioned parts of her story. One person wrote, “this whole story don’t make since and I’m 5 seconds in. don’t have a pot to piss in, but bought a $2000+ fridge? you can literally buy used ones for ~$200.” Another commented, “wait..no second fridge in the house..🤔🤔🤔..either in the basement or garage 🤔”
Others shared their own views on the brands involved. One commenter wrote, “LG and Samsung appliances both are junk,” while another offered a different perspective: “That’s funny I have a friend that owns a mom and pop appliance store and he told me LG is the best appliance brand to buy because it’s made in Canada and it is the manufacture with the least amount of repair calls they get out of every other brand!” Appliance gripes aside, TikTok has become a venue for airing all kinds of order complaints, like a customer who opened his DoorDash boxes to find no meat patties.
A few commenters focused on the protection plan aspect. One wrote, “It’s funny how when they sell it to you ,it’s the best in the world.So if it’s so great, why do you need an extra or extended warranty. 🤔” Another simply suggested an alternative brand, writing, “Bosch. Really good quality”
