Complaints

This profile includes complaints for Electrolux's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Electrolux

  10200 David Taylor Dr Charlotte, NC 28262-2373

  
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  Electrolux

  5009 W Clearwater Ave Ste F Kennewick, WA 99336-4952

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  Electrolux Corporation

  609 N. Midlothian Mundelein, IL 60060-1628

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  Electrolux

  1458 Columbia Ave Castlegar, BC V1N 3K3

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  Electrolux Corporation

  1018 North Liberty Elgin, IL 60120-2435

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased an induction cooktop that has never worked since day one. Called Fridigaire. They send out technician to repair it. The technician deemed it irreparable and requested a replacement. Frigidaire didn't accept it and sent them out again. They came again and had the same conclusion. Frigidaire didn't accept that again and sent them out again. This has been going on for 3 months. I have spent 20 hours on the phone with Frigidaire. Talked to 6 different supervisors. Every single one of them promised they will help me and take care of this and call me back. NOBODY called me back and I still don't have a working cooktop

  Business Response

  Date: 04/18/2023

  Please see the attached response 

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because: this is just half the concern. Not only that the product was dead on arrival (seller is addressing it) but Frigidaire was incapable of handling the issue. 30 hours of phone calls and countless hours of work on my end needed to get a resolution.
  
  

  Business Response

  Date: 04/19/2023

  Please see the attached response 

  Customer Answer

  Date: 04/24/2023

   
  I am rejecting this response because:

  It took 30 hours of phone calls, 6 supervisors and many angry conversations when finally someone did their job. I could have saves 3 months of headaches those 30 hours on the phone if someone would have done their job the first time. There wasn't even an apology on their end. When I asked if they would be willing to offer a free extended warranty as a compensation they denied it. It would have cost them nothing. What a pathetic company. I spent over $6,000 on appliances and this is what I get.
  
  

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 7, 2020 we remodeled our kitchen and purchased a new Frigidaire Professional model #PRMC2285AF. In December 2022 the refrigerator failed and would not cool. A service call to a provider from the Frigidaire web site resulted in a determination the failure was the compressor. The service repairman indicated the part was covered since it was a part of the closed system. A couple weeks later we get a call from that same company now explaining the part is not covered.Ultimately, following numerous calls and emails we decided to give up and pay for the repairs. On January 26 we paid over $1,000 for the refrigerator to be fixed. The repairs were directly with Electrolux Home Products, ***** ********************************************************************************************On February 4, 2023 I sent an email seeking an update on when I could expect the repair to take place. No reply. On February 7 I again sent an email seeking clarification on when the refrigerator would be repaired. Again, no response.On March 2 at 11:33 am I called Electrolux ************** to seek an update. I was told they had no timeframe as to when they would be able to fix the refrigerator.I tried the chat option and communicated with **** on March 2. **** told me he had no information as to when I could expect the repair to take place.I asked: So you have no information? I am just supposed to wait for some unspecified time to hope you finally fix my refrigerator at some point?***** replied Yes ***********I received a call from Frigidaire on March 20 and was informed that they hoped to have the part by May 15.I followed up March 28 and spoke with ****. I was told they were not sure when the refrigerator would be fixed but they hoped the part would be available in May.The lack of customer service by ********************** is as reprehensible as any company Ive ever worked with. Two years after spending $3,500 for a refrigerator I have a metal box in my kitchen with no help in sight. This is unacceptable.

  Business Response

  Date: 04/17/2023

  Please see the attached response 

  Customer Answer

  Date: 06/02/2023

   
  I am rejecting this response because:
  On October 7, 2020 we remodeled our kitchen and purchased a new Frigidaire Professional model #PRMC2285AF. ** December 2022 the refrigerator failed and would not cool. A service call to a provider from the Frigidaire web site resulted in a determination the failure was the compressor. The service repairman indicated the part was covered since it was a part of the closed system. A couple weeks later we get a call from that same company now explaining the part is not covered. Ultimately, following numerous calls and emails we decided to give up and pay for the repairs. On January 26 we paid over $1,000 for the repairs. The repairs were directly with Electrolux Home Products, ***** *******************************************************************************************. On February 4, 202 I sent an email seeking an update on when I could expect the repair to take place. No reply. On February 7 I again sent an email seeking clarification on when the refrigerator would be repaired. Again, no response. On March 2 I called Electrolux ************** and was told they had no timeframe as to when they would be able to fix the refrigerator. I tried the chat option and communicated with **** on March 2 between 12:16 pm and 12:34 pm. Ultimately **** told me he had no information as to when I could expect the repair to take place. I followed up March 28 and spoke with ****. I was told they were not sure when the refrigerator would be fixed but they hoped the part would be available in May. After 7 months without a working refrigerator in our home, Frigidaire finally got the compressor and step valve assembly to ** and installed it. Almost immediately the high temperature warning came on. I called the installer and told him. He indicated that was normal and would resolve itself as unit cooled down. We went shopping and filled refrigerator. We woke Sunday morning to high temperature warning and everything in the freezer melted. The refrigerator was still working. Now the fridge has again completely stopped working.
  
  Desired Resolution / Outcome

  Exchange

  
  

  Business Response

  Date: 06/02/2023

  Please see the attached response 

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the most awful experience with Diamond a Parts consultant on 4/11/23 - she refused to help me and hung up - she said she could not help with my parts for my door shelves and said she has been an employee of 8yrs. so i had to hold the line for another 14 min...she is not well trained because the other agent asked me to look on the part (in my home) and the part number was listed.I feel the agent was disrespectful and had no regard for my time and I held a total of 27min to just order the part from amazon and get it in 2 days

  Business Response

  Date: 04/17/2023

  Please see the attached response 

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  no customer service , Your company has sold me a defective range top stove with design flaws , if i am not contacted in 24 hours i will file a national lawsuit against Frigidaire Model Number GCRE3060AFF . Your design engineer decides to vent moisture while using the oven next to the control circuit board . Once stove is turned on and in use the control panel becomes inoperable from moisture venting on it. So you cant turn off the oven. This happen the very first time I used it and it is a Hazzard. I would like a full refund as this is a design flaw that I will not be stuck with.

  Business Response

  Date: 04/17/2023

  Please see the attached response 

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My refrigerator is 2 months old. It went out on Saturday April 8th. The repair person was at my house on 4/10. This was my second service call and I was told the compressor is bad. They would have to order the part and hopefully it will arrive in approximately a week. After numerous calls to an out of country call center, hours on hold, they can't/won't do anything and believe waiting a week without a refrigerator is acceptable. That is not acceptable.

  Business Response

  Date: 04/17/2023

  Please see the attached response. 

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because:  I have now waited 12 days with no refrigerator.  They did come out yesterday and replace the compressor.  It still does not work properly and now they want me to wait another 8 days before they send a new technician.  I have no food in the house, no drink in the house, and my world is upside down while Frigidaire continues to play pass the buck and not fix the problem.  How is this customer service?  The refrigerator is only 2 months old.
  
  

  Business Response

  Date: 04/20/2023

  Please see the attached response.

  Customer Answer

  Date: 04/21/2023

   
  I am rejecting this response because:  Your company is still playing pass the buck.  The only customer service I can reach is an out of country call center.  No one in *****************, no one that even works for the company.  I wait on hold for hours.  I get "disconnected."  I'm told someone will call back or email back and that never happens.  Of course that does nothing for me who has a 2 month old refrigerator that has not worked for well over two weeks.
  
  

  Business Response

  Date: 04/27/2023

  Please see the attached response 

  Customer Answer

  Date: 04/28/2023

   
  I am rejecting this response because:  I have been without a refrigerator now for over three weeks.  It is finally decided that the refrigerator should be replaced but they still want 5 more days to respond to that.  DOES ANYBODY CARE AT ALL?  Is this what you call acceptable?
  
  

  Business Response

  Date: 05/08/2023

  Please see the attached response 

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. purchased a "Frigidaire" counter cook top on 2/1/2023 thru HomeDeopt 2. got delivered on 2/5/2023 and waited for installer 3 days 3. after installation of the counter cook top, turned it on but it got electrically shorted within inner parts and then doesn't work anymore.4.called HoemDepot, their response was they cannot do anything because it passed already 48 hours and should contact "Frigidaire" or "Electrolux"5.called Electrolux and asked refund or replace of the product 6. they refused and instead will repair it under warranty 7. file the repair request under warranty and got confirmation number 8. 2/16/2023 service man came and said parts needed and he will order it 9. about a week later one part arrived and i called the service company 10. one service man came and said he needs two more parts and he left 11. waited 10 more days, but nothing happened, and i call the service company again asking what is going on 12. they responded very rude, keep saying just wait without saying any timeline 13. i called Electrolux and explained about that 14. they said one part is in stock and another part need to be back ordered 15. one part came in in about 10 days, but i am still waiting other part without any follow up from the company 16. i tried contact the company many times thru virtual chat window but only hear their apology but no concrete resolution and tried to call the company but had to struggle with the answering machine sometimes wait just for a agent over 50 min. without any answer.17. i don't want to wait their service endlessly and am seek and tired about their bad service against customer 18. it has been passed over 2 month since i purchased and paid $764.- for brand new appliance 19. i am still struggling with a from neighbor borrowed used cook top and the repair waiting broken new cook top which is taking space in my small ************. i need help.

  Business Response

  Date: 04/14/2023

  Please see the attached response 

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because:
  Electrolux said on their respons mail that they have solved my complaint under warrenty. But nothing is resolved. Like they said they dispatched service technician two times and the technician said he needs 3 parts. But only two parts are arrived and I waiting for the 3rd one over 2 month without any follow up from their side. That is the reason i want to get refunded.

  Business Response

  Date: 04/20/2023

  Please see the attached response 

  Customer Answer

  Date: 04/20/2023

   
  I am rejecting this response because:
  This defection of purchased appliance is not caused by wear and tear. I believe it was defective from the factory or during transportation. Because I couldnt use even once this cooktop, it has got electrically shorted right away after installation by professional installer. And even though the frustration I was followed the companys instruction to get repaired under warranty. However they didnt fulfill their duty since it has passed over two month since I am waiting for the completion of repair. By the way the repair service company who Electrolux sent me was very rude and unkind, and never followed up the progress of repair. I should just waiting. But how long? So I just want to get back my money and forget about it as soon as possible.

  Business Response

  Date: 04/25/2023

  Please see the attached response 

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I purchased a Frigidaire appliance, model number FFTR1835VS3, On November 25, 2023. Serial number is **********. I purchased this refrigerator from *********** online.The fridge does not work. It stopped working after about 1 month, and has not worked since. I have called, emailed, and chatted with Electrolux many times. We have had 5 technician visits, and Electrolux is refusing to start an RMA.I paid $1337.60 for the fridge, and delivery.I want Electrolux to honor their warranty, and have this refrigerator replaced, including delivery of the new fridge, and removal of the old fridge...at no additional cost to **** have paid for a working product, and this product does not work.***********************

  Business Response

  Date: 04/17/2023

  Please see attached.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Frigidaire Refrigerator that was delivered on 3/11/2023 FG 27.8CF FD FRFS2823AD Item #: ******* |Model #: FRFS2823AD Retails about ***** On March 25th the lights went out on inside, outside lights blinking, and quit cooling.Called company where it was purchased/delivered; they stated we had to call the manufacture if it has been more than 48 hours after delivery.Attempted to contact Frigidaire and there is no support or options on the weekends. Contacted them on Monday 3/27/2023. Someone was to come out on 3/30/2023 from their service provider to assess. No one showed up. They assured me that it was confirmed and someone would be there. I contacted the repair company and they had no record of appointment for 3/30/2023. Multiple times I asked to be escalated to speak with someone else. I was directed to call a ***** number where you wait on hold at length. I proceeded to write an email to the *** of the company without a response. I was called by someone on "their team" and now given a date of 4/11/2023 for a service repair. The company has a 1.9* review and multiple negative comments about how he never returns. I expressed that this was completely unacceptable- no resolution was attempted. I asked if she would go without a fridge for that long and was told, "this isn't a personal conversation" At they time, my temper got the best of me, after hours and hours of waiting on hold/chatting, etc being told the same thing, it all came to a boil. Now we are left without a refrigerator, if the service guy comes on 4/11/2023 we are at 17 days, and then we have to await on parts/etc if he returns. Frigidaire should stand by their products and offer resolution. How about partnering with another company to provide rentals until one can be fixed? How about expanding to other service providers? How about proper customer service/care. This isn't an item that you can easily go without for 17+ days. This wasn't an inexpensive item that you can just replace.

  Business Response

  Date: 04/10/2023

  Please see the attached response 

  Customer Answer

  Date: 04/11/2023

   
  I am rejecting this response because:

  This is not a resolution or even close to one.  Its 3:30 pm on 4/11/23 ; now 17 days without a fridge and appliance medic hasnt shown up. Some things arent necessities, but having a working refrigerator is. 
  This is unacceptable. 
  

   

  
  

  Business Response

  Date: 04/13/2023

  Please see the attached response 

  Customer Answer

  Date: 04/14/2023

   
  I am rejecting this response because:
  
  This doesn't make up for the fact that we have been 20 days without a fridge with absolutely no remorse from Frigidaire for this major inconvenience  It is still not fixed and there is no guarantee if or when the parts arrive that this will fix it. You should have policies/procedures in place that someone should at least be out to look at it within ***** hours. Offer rentals etc or some sort of solution.  

   

  Food is one of the basic necessities of life. Food contains nutrientssubstances essential for the growth, repair, and maintenance of body tissues and for the regulation of vital processes. Nutrients provide the energy our bodies need to function. 

  The fundamental reason for having a refrigerator is to keep food cold. Cold temperatures help food stay fresh longer. The basic idea behind refrigeration is to slow down the activity of bacteria (which all food contains) so that it takes longer for the bacteria to spoil the food

  Business Response

  Date: 04/20/2023

  Please see the attached response.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Frigidaire refrigerator in June 2022. The refrigerator stopped working some time in December 2022. We returned home January 2023 to find it not working and all food spoiled. We called the warranty department and they sent out a repairman. He ordered a new board and installed it. It still didnt work. He said it was unrepairable. We have even calling on a weekly basis to get this resolved. It have been four months and we just keep getting the run around. They have contacted the repairman, we have contacted the repairman. Frigidaire has told us several times it should be resolved in 5-7 business days. We hear the same things over and over again, from we are going to send another repairman out to sending us another refrigerator. Four months of this! This is insane! We have to purchase ice to keep things cold. Im 67 and have to run downstairs to get thing from the ice chest. Please help us. Thank you

  Business Response

  Date: 04/11/2023

  Please see attached.

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because: My wife, ***************************, and I bought it at Lowes. Yes her number is on your records. There was no hostile activity on our end. The reason I know this is because my wife is the sweetest person and I was away on business at the time the repairman came. The repairman ordered the wrong board then after he installed the right board it still didnt work. I believe it is beyond his level. He noted that it is unreparable. We just want this problem resolved. New fridge, fix the fridge, we dont care we just need a refrigerator. We keep getting thrown in circles dealing with Frigidaire every time we call. 
  

  Business Response

  Date: 04/14/2023

  Please see attached.

  Customer Answer

  Date: 04/17/2023

   
  I am rejecting this response because:The repairman that Frigidaire sent to fix it stated that it can not be fixed. Now you are offering $200 for me to fix the refrigerator when it is still under warranty? What kind of response is that? They tried to set up another repairman but when I talked with them they did not service my area. Called Frigidaire back and they said they would send the only one in my area. Well that happens to be the same one who had deemed it unrepairable. When I called to set up for his third visit he said it was unrepairable and was going to call Frigidaire back and tell them again. Please help us resolve this. We are old and tired of dealing not having a refrigerator. 
  
  

  Business Response

  Date: 04/19/2023

  Please see attached.

  Customer Answer

  Date: 04/19/2023

   
  I am rejecting this response because:
  We call the number provided twice a week. They cannot get anyone to come because the repairman who came out and tried to fix it twice does not want to spend his time on a refrigerator he has already deemed unrepairable. The agency keeps trying to find another repairman but anybody else states it is out of their area. On 4-15-23 we called and they said, again they would send someone out, again. The company they called was in ************ when we are in *********, 11 hours away. They would not come. On Monday 4-17-23 we called again they said they would find another repairman, again. This time they said they are sending ******** and appliance. This is the same guy that deemed it unrepairable. They said they would contact me within 24 hours. It been 72 hours with no response. They keep sending us in circles. Just give us our money back and get the thing you call a refrigerator out of my house. Please help us. We are retired and dont need this kind of stress in our lives. We dont deserve this kind of stress in our lives. I would like to see the owner lives without a refrigerator for four months. Help

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extended service agreement with Frigidaire.ca (also known as Electolux), issued on June 9, 2022, good for three years, on a microwave oven. The oven serial number is ********** and the model number is CGMV176NTW. The oven was purchased from ********** in *************, ***, on October 7, 2018.The oven recently failed. An electrician confirmed that the cause of the problem was the oven, not the electrical circuit.I called the service help line on March 3, 2023. The agent listened and said that the appliance would be replaced by the store where we bought it. If I had not heard from the store in **** days, I should call back. The authorization number for this case was ********.I called the store. They were puzzled by what I asked and told me that they had no communication with the issuer of the extended service agreement.I called Frigidaire/Electrolux back on March 10 and spoke with another agent. He told me the appliance was not covered because the extended service agreement had been cancelled on July 10, 2022, because the appliance was damaged. When I asked about the damage, I was told he could not explain. All he could say was that the agreement was cancelled. He could not connect me with a supervisor or manager. Although I protested that i had all the paperwork for the service agreement, he told me it was cancelled, and that was that.