Complaints

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

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  LG Electronics

  1000 Sylvan Ave Englewd Clfs, NJ 07632-3302

• 

  LG Electronics USA, Inc.

  2000 Millbrook Dr Lincolnshire, IL 60069-3630

• 

  LG Electronics

  8333 NW 53rd St STE 302 Miami, FL 33166-4786

• 

  LG Electronics

  5847 San Felipe #4300 Houston, TX 77057

• 

  LG Electronics

  15948 Post Oak Road Suite H Houston, TX 77053

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:07/03/2025

  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.

  We purchased our home in May 2024 and our refrigerator just went out on June 19, 2025. It was purchased in 2022 by the original owner of the house. There are no service techs in the area who will service ** and I have called every day since this happened to find out how theyre going to remedy the situation since the refrigerator is still under warranty. They continue to tell me it will be ***** business hours, but it has now been 2 weeks and theres no update. I dont have a working refrigerator and I dont know what theyre going to do to refund or replace the issue because no one will actually give any information. I dont know what more I can do, as theyre not following their own policy of ***** business hours.

  Business Response

  Date: 07/09/2025

  7/9> Dear ***** ****,
  Thank you for bringing your concerns about Complaint ID# ********. We sincerely apologize for the difficulties the customer has faced with their unit. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. We show that this customer info has been sent over to LGs service network. The customer will be contacted by the service provider once a service center in your area accepts the dispatch.
   
  Please (contact them directly to confirm your appointment date and time), cancel or reschedule your existing appointment, check on part orders, or anything else related to your repair.
  Service Power is a 3rd party contractor who will locate a servicer in your area to accept a service request.
  
  Reference Number: RNN250704039864
  Service Contractor: *****************
  Contact number: ************
  Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23553816
  
  I am rejecting this response because:
  This issue has been going on for 3 weeks and when I initially contacted the company they stated that their policy was if they could not find a tech in 3-5 business days we would move on to refund or replacement. It has been significantly longer than that and they have done nothing to remedy my broken refrigerator. I have reached out to the company that is supposedly doing the repair but still have not heard back from them. 
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 07/09/2025

  7/9> Dear ***** ****,
  Thank you for bringing your concerns about Complaint ID# ********. Our records indicate that this customer has accepted to move forward with a repair service under RNN250704039864. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. We also show that the customer was offered a 2 year extended warranty on their unit and details have been sent to the customer's email and added on file at LG. 
   
  Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If, however, the repair does not work I expect the company to take further action. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/02/2025

  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 NEW WASHER HAS BROKEN TWICE WITHIN A YEAR THEY GAVE ME AB EXTENDED WARRANTY ** PRESIDENTIAL NOW I HAVE BROKEN WASHER FOR 2ND TOME IN A YEAR

  Business Response

  Date: 07/03/2025

  07/03/2025

  Dear *** ****,
  

  This is *******, Presidential Liaison with LG Electronics ************************************ Thank you for reaching out and sharing your concerns.
  

  I truly apologize for the continued inconvenience you've experienced. A washer breaking down twice within a yearespecially a new oneis understandably frustrating, and I regret that this has disrupted your experience, even after being provided an extended warranty.
  

  To ensure we address this matter thoroughly, I will be reaching out to you within the next 12 business days to discuss your case in more detail and explore possible solutions.
  

  Thank you again for your patience, and I look forward to speaking with you soon.
  

  Warm regards,
  

  *******
  *****************************start="906" data-end="909"> LG Electronics USA Presidential Escalations Department

• Initial Complaint

  Date:07/02/2025

  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.

  This ** product is defective and the company is aware and is actively being passive about the product they are knowingly in bad faith selling this product and leaving the consumer to deal with poor customer service and unwilling to honor any kind of. This corporation has lost all business ethics when this is this is how you treat paying customers who purchase products from this company. If the first thing they do is tell you they have a repair kit for the issue this issue has been going on for some time. Upon research these issues was before I even purchased this stove they want fix before leaving manufacture they won't replace nor refund the defective stove just want the consumer to wait 24 to 48 hours on a call from the repair man to tell you they have to order the kit which will take 3-5 business days then they will come out and install the kit. All this will take place without them even looking at the stove. I purchased a ** stove and the product is having electrical issues where the oven it is not properly heating up to the correct temperature. When you turn on 1 burner it is turning on multiple burners at once the burners are also don't adjust temperature the way that it should it is either extreme heat or non at all. The customer service with this company on there appliances that they sell is non existent. The stove top is impossible to keep clean no matter what you do or how fast you clean it.

  Business Response

  Date: 07/03/2025

  07/03/2025

  Dear *** *********,
  

  This is *******, Presidential Liaison with LG Electronics ************************************ Thank you for your message and for sharing your concerns.
  

  We sincerely apologize for the ongoing frustration and inconvenience you've experienced with your ** stove. We understand how upsetting it is to deal with performance issuesespecially with a new applianceand even more so when you feel unsupported during the resolution process.
  

  Our records confirm that you spoke with my colleague, ********, on July 2nd, and that an appointment has been scheduled for July 11th to address the issues you've reported. We realize the delay in getting this resolved has been frustrating, and we are committed to seeing this through to a satisfactory outcome.
  

  Please rest assured that we are actively monitoring your case and will continue to support you throughout the service process. If anything changes in your availability or if you have further concerns before the scheduled appointment, don't hesitate to reach out.
  

  Thank you for your patience, and again, we truly regret the inconvenience this has caused.
  

  Sincerely,
  

  *******
  *****************************start="1442" data-end="1445"> LG Electronics *** Presidential Escalations Department

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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 May 21, 2025, I purchased a television ($1,717.19) and a proprietary slim wall mount ($60.10) from LG Electronics online. The
  
  Initially the TV delivery was delayed but ultimately it was delivered on May 28th. However the TV mount was never shipped and as of today July 2, 2025 the mount is still "Awaiting Shipping".
  
  The TV order included free wall-mounting installation service by Handy but because there is no mount the TV remains in the box and the installation service has been rescheduled every 1 week since May 21st.
  
  I have contacted LG Support every week and each time they tell me the mount will be delivered by the end of the week. I have since asked to speak to a manager but their call center reports that there is no manager available, nor can they provide me a escalation ticket or phone number.
  
  Further the failure to deliver has been so long that the return window for the television has ended and reordering a replacement mount is unavailable since LG Support claims they cannot cancel and replace the order.

  Business Response

  Date: 07/14/2025

  7.14> Dear ***** *******,
  Thank you for bringing your concerns to our attention regarding your recent experience with LG policy and procedures. We sincerely apologize for the difficulties the customer has faced with their delivery. Our records indicate there was no stock available to facilitate a delivery on your mount. LG has refunded the customer $60.10 online. Transaction ID: "**********-*************" on wall mount on 7/8/25. Please allow 3-5 business days to reflect onto the customer's account. Thank you for your understanding. LG considers this case closed.
  
  

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The mount was in stock when ordered online and LG Phone Support confirmed inventory was available. Shipping was never initiated, the product never left the warehouse.

  LG Support could not escalate to the warehouse or contact any of their own managers to escalate the issue. The refund was only issued after filing a complaint with BBB.
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/02/2025

  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.

  I bought a LG refrigerator in September 2022. The first year I had it the fan went out and it took 3 months to get it fixed. Now the compressor has went out a month month and 2 week ago, I am having trouble getting someone to fix it, I have asked several times for them to replace it , They always tell me lets see if they have some one in my area to fix it and even wants me to find them. I'm very frustrated with this company.
  ***** *****

  Business Response

  Date: 07/04/2025

  07/04 - This customer’s complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your LG products, and we deeply apologize on any inconvenience you experienced. LG would like the opportunity to review the file for potential further assistance. We see you have been in contact with the escalations coordinator, Amiraht. She will provide updates for this case from this point forward. Thank you.

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/01/2025

  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.

  Have a 5 yr old dishwasher and I cant get any Service tech *** repair) to drive down to my house to repair it. It needs a direct drive motor I told the company Id put the part in myself if they send me the parts. ** say NO This part has a 10 year warranty. ** says I have to have only a ********** tech.

  Business Response

  Date: 07/02/2025

  07/02 - This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We see you have been in contact with the escalations coordinator, Amiraht. She will provide updates for this case from this point forward. Thank you.
  
  

• Initial Complaint

  Date:07/01/2025

  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.

  I purchased a stainless steel side by side refrigerator with the ice maker back on this 10/07/24 the refrigerator was delivered on 10/12/2024 I reached out to ** on 10/15/2024 because my refrigerator was not getting cold or wasn't freezing. ** set the appointment up for complete appliance to come out and service the refrigerator. Complete appliance had come out about 3 other times they could not the the refrigerator to stay cold or freeze. ** sent out a ** service technician named ***** who had come out about 3 time for the same problem not getting cold or freezing. The last service call was on 6/3/2025 and the refrigerator still is not working properly. I reached back out to ** to let them know that my refrigerator still was not working I was told the were going to elevate my case to presidential liaison. I got to text from Lei a presidential liaison that she was out for personal reasons this has been going on now almost 3 weeks. I called every day to let customer service know that know one has reached out to me and all im being told is someone will contact me and to keep my lines of communication open. This is very frustrating because I can't buy food to keep cold or frozen because the refrigerator is not working.

  Business Response

  Date: 07/02/2025

  07/02 - This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We see you have been in contact with the escalations coordinator, Amiraht. She will provide updates for this case from this point forward. Thank you.
  
  

• Initial Complaint

  Date:06/30/2025

  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.

  I contacted the company when my refrigerator/freezer stopped working. They are charging me a "flat fee" of 400 dollars to repair something that is covered under warranty. They scheduled me an appointment with a third party company that is going to take over 2 weeks to come out and make repairs. I've lost hundreds of dollars in food spoilage and ** isn't doing anything to speed up the repairs or their faulty product. I contacted them again today to see about getting a sooner appointment but the agents (******** *****) was very unprofessional and started ignoring me during our conversation. Eventually they came back after 15 minutes of silence and said they was dropping my chat conversation. This company has been extremely difficult to deal with and I'll never be buying another ** product. I understand things mess up and need repairs, but to be tossed to the side with no care or assistance is unacceptable. I used to trust ** as a good brand, but going forward I'll be forced to buy ******* as I get better customer service from their company.

  Business Response

  Date: 07/01/2025

  7/1> Dear ******* *****,
  Thank you for bringing your concerns to our attention regarding your recent experience with our exchange and return policy. We apologize for the frustration and inconvenience faced with your unit. The customer is not currently qualified for a refund, exchange or free service through ** at this time. The customer would need to proceed with the pending service on their product. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. 
  
  We show that this customer has been scheduled for an out of warranty flat rate repair service under repair number RNN250629010135 with Doctor Appliance; Phone:**************
  Please (contact them directly to confirm your appointment date and time), cancel or reschedule your existing appointment, check on part orders, or anything else related to your repair.
  
  Thank you and we look forward to resolving this matter.

• Initial Complaint

  Date:06/30/2025

  Type:Delivery 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.

  We bought an ** fridge, washer, and dryer for our first home, trusting ** because we loved their TV. The delivery partner called to confirm our fridge delivery, and we discovered a discrepancy: the service order said in-home delivery only, but I purchased delivery and installation. The delivery team was professional, showed empathy, and offered to help fix it.I then called ** to resolve what should have been a simple issue. The representative repeatedly insisted it was impossible to correct the service ordereven just to verify if installation had been purchased. He offered no options other than canceling the order, which would result in restocking fees. I asked several times to speak with a supervisor or escalate the issue, but he refused and kept repeating that it was impossible.This experience was infuriating and outrageous. *** refusal to check or correct a basic service discrepancy on a $25 installation, combined with their dismissive attitude, shows an astonishing lack of care for customers. The third-party delivery team showed more professionalism than ** itself. I am horrified by the idea of what issues might arise with the washer and dryer deliveries.I bought ** appliances expecting quality and service, but the customer service I received was incompetent and disrespectful. I spent thousands of dollars only to be treated worse than if Id shopped at a discount store. *** complete refusal to resolve or even investigate a simple mistake is unacceptable.I want ** to immediately review and fix the service order to include installation, or to offer a written confirmation that they will cover installation costs if not on the current order, without canceling or charging restocking fees. I also expect a formal apology acknowledging their poor handling of this issue.

  Business Response

  Date: 07/01/2025

  07/01/2025

  Dear *** *****,
  

  This is *******, Presidential Liaison with LG Electronics ************************************ Thank you for reaching out and for sharing your experience in such detail.
  

  First and foremost, I want to sincerely apologize for the frustration and inconvenience you've faced. Your concerns are absolutely valid, and Im sorry that what should have been a straightforward delivery and installation turned into a difficult and disappointing experienceespecially after placing your trust in ** during such an important milestone like your first home purchase.
  

  The way your service request was handled does not reflect the level of care and professionalism we aim to provide. Im particularly sorry to hear that your request to escalate the matter was not accommodated and that you were left without any clear options.
  

  I will be calling you this week to discuss your case in more detail and personally ensure that it receives the attention it deserves. We will review the original order, clarify what was purchased, and determine the best path forwardwhether that includes correcting the service order, confirming installation coverage, or arranging reimbursement if installation was not honored as intended. You will not be penalized with any restocking fees due to this issue.
  

  Thank you again for bringing this to our attention. We appreciate your feedback and the opportunity to make this right.
  

  Sincerely,
  

  *******
  *****************************start="1706" data-end="1709"> LG Electronics Presidential Escalations Department

  Customer Answer

  Date: 07/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ** made a visible effort to address this issue after it was escalated. I took away from the conversation that they took situations like this serious. Good job ** and *******!
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/30/2025

  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 refrigerator from ********** and within 28 days the freezer and refrigerator were not working. We contacted ********** who told us we only had 48 hours to return the refrigerator to them so we would have to work with the manufacturer, **. I contacted ** and they sent a repairman out. We found out the compressor is having problems and there is a butane leak. After lookinginto butane, I grew very concerned about this leak as butane is highly flammable. I reached out to ** and asked for this refrigerator to bereplaced with a new one since it was under 30 days since we purchased it. We lost all of our food, as the refrigerator quit working while we were out of town for a few days. ** refused to replace this refrigerator. They said they could only repair it. This happened over a week ago and we still do not have a working refrigerator.I talked to the call center and they escalated the call and it took 48 hours just to get the escalation call back which never was a call back. It was only a text message. The text told me they would not replace my refrigerator. They would only repair it even though I told them I did not feel safe having this refrigerator in my home. They never addressed the food loss, and we have been having to eat out this entire time.I will never buy another ** product again and I strongly encourage people to look into their customer service practices before doing so themselves.

  Business Response

  Date: 07/01/2025

  07/01 - This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We see you have been in contact with the escalations coordinator, Amiraht. She will provide updates for this case from this point forward. Thank you.
  
  

  Customer Answer

  Date: 07/01/2025

  
  Complaint: 23537103
  
  I am rejecting this response because:

  we lost a full refrigerator and freezer of food without compensation. We had a repairman out yesterday but it may take 2 weeks to one month to know if the repair took since there was oil in the piping. Again, this refrigerator was not even a month old and I strongly feel this unit should be replaced with a new one.

  Regards,
  
  **** ******

  Business Response

  Date: 07/10/2025

  07/10 - This customers rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. We see that the customer has a completed repair with one of **** in-house technician's. The resolution provided is directly from the handling agent in accordance with the ********************************* policies and procedures. ** considers this case closed.