Business Profile

Appliance Sales

LG Electronics

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Sales.

Complaints

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

Customer Complaints Summary

5,913 total complaints in the last 3 years.
2,210 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/28/2022
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 have been in contact with ** appliance customer service - ************** spoke to customer service on numerous occasions with reference to my new purchased range. I continually get the run around with them. I ordered my appliance bundle through ********** in Nov. 2021. Had the appliances delivered in February 2022. I noticed a chip in the porcelain of my new range. I have been contacting them with the warranty on this. I have been informed a technician will be contacting me to date, none have. I request that ** replace this range with a new one so I will have no problems down the road. To date, nothing back from **.
Business Response
Date: 07/29/2022
07/29 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. The resolution provided is directly in accordance with **** policies and procedures. Our records show ** is trying to find a provider to come and look at the unit to see if parts need replacing or if paint will be given to customer cover scratches. We would be unable to supersede any decisions or offers which are provided based upon **s guidelines, policies and procedures.
Customer Answer
Date: 07/29/2022

Complaint: 17636643

I am rejecting this response because: I would like ** to find a service provider to come out and fix the unit.
LG keeps telling me that I have to wait 24/48 hours. Still nothing. They never even offered to send me the paint and the appliance company that I spoke with stated that they were told to close the order from Alf

Regards,

*************************
Business Response
Date: 08/11/2022
Our records indicate that this has been escalated for an alternate resolution. This process *** take up to 10 Business days. This was escalated 8/10 ref# RMA *********.
Initial Complaint
Date:07/28/2022
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.
The compressor on my 2014 Kenmore ***** **** Refrigerator sprung a leak last July. The refrigerator was still cooling but the freezer could not maintain temperatures cold enough to keep items frozen. The compressor was under a 10 year warranty. A ********** services technician scheduled an appointment on July 10, 2021. After getting continuous notifications that the appointment had to be delayed throughout the day, no technician showed up. The appointment was rescheduled for July 17th, and the technician eventually arrived. The technician concluded that the compressor was leaking. He also acknowledged that the compressor was still under warranty. However, I was informed that the compressor was an older model, and that numerous parts would have to be replaced to accommodate a newer style compressor. I attached the quote I was given below. Suffice it to say that my "warranty covered" replacement for the failed compressor was $1,096.92. The technician made no offer of finding a used compressor of similar make. The known widespread failures of ** compressors and class action lawsuits for the issue should be addressed without placing the burden of cost on the consumer. Part NameDRIER ASSY Quantity1 Cost$81.05 Part NameVALVE Quantity1 Cost$14.93 Part NameRefrigerator Evaporator Quantity1 Cost$174.45 Part NameCOMPRESSOR Quantity1 Cost$0.00 Part NameRefrigerator Defrost Heater Quantity1 Cost$56.94 Part NameControl Assembly Quantity1 Cost$21.45 Part NameRefrigerator ************************ Quantity1 Cost$282.71 Parts Cost$631.53 Tax (State)$37.89 Coupon$0.00 Total Parts Cost$669.42 LABOR Labor Cost$427.50 Diagnostic FeeApplied Total Labor$427.50 TOTALS Part Total$669.42 Labor Total$427.50 Grand total$1,096.92 APPLIANCE INFORMATION MerchandiseREFRIGERATOR, BOTTOM FRZR Brand NameKENMORE Model Number79572093310 Serial **************** Service RequestedRepair
Business Response
Date: 07/29/2022
Please be advised that you will have to contact Kenmore directly for resolution, as they are the manufacturer.
Initial Complaint
Date:07/27/2022
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 55" ***** on 5/28/22 from BJ's club. On the morning of 6/26 a buzzing noise was coming from the *** I could not turn on the ** and tried all the trouble shooting recommendations in the manual. On 6/27, I called ** to report the issue and they had me go through all the steps again. They agreed the ** needed to be serviced. They sent a text with the reference RNN220627074394. On 6/28 another text message sent advising product repair visit has been scheduled. A repair person called and advised they will order the part. Also, received a text advising the parts were ordered. On 6/29 received a text advising parts were shipped and gave tracking link. On 7/6 another text sent advising they were still looking for a provider. On 7/12 the ticket was closed and I call ** and was told they needed to open another ticket. I was also told a repair team would call me to make sure I answered the phone. On 7/14 I called ** again because I did not receive a call and was told it would take 3-5 business days to receive a call to schedule the repair. On 7/15 **** from ** called to advise that someone from Valley ** *************) would be calling to schedule the repair. The new reference number is RNN220715082504. Valley repair called same day and advised he would check to see if he had the part and if not would order from **. I did not received any notification from ** the part was ordered. On 7/23, I left a message for Valley ** asking for an update. Again on 7/25 left another message asking for an update with no response. On 7/27 I called ** again and was put on hold and then disconnected. They tried calling me back but after the initial recorded message advising it was ** the phone disconnected. I received a text from ** advising they left a voicemail message for tech to call me back with an update.This is a brand new ** and should be replaced at this point or my money refunded. Thank you for any assistance that you can provide.
Business Response
Date: 07/28/2022
07/28 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. The resolution provided is directly in accordance with **** policies and procedures. Once a stores purchase receipt has expired for the customer to return his/her television for an exchange or refund, ** requires at least three completed repair tickets showing parts replaced, multiple repairs which deems the unit not repairable before the case gets escalated to the Return Authorizations Department. We would be unable to supersede any decisions or offers which are provided based upon **s guidelines, policies and procedures.
Customer Answer
Date: 07/28/2022

Complaint: 17632309

I am rejecting this response because: I would like to know when they plan to repair the ** since they will not refund. I have been waiting since 6/27 for someone to repair.

Regards,

***********************
Business Response
Date: 07/31/2022
Our records indicate that a repair is scheduled for 8/2 to resolve this issue.
Initial Complaint
Date:07/27/2022
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 have a ** washer and dryer that I purchased nov. of 2020. I paid for a 5 year protection plan when I got the products. I have had issues with my dryer not working and contacted ********** and they sent me to the protection plan agency through **. ** has made 3 different claims. One of them they said ********** deleted and so I contacted ********** and they sent me a email with the claim that they sent it. It was never deleted. The other two they keep putting down the washer information and not the dryer so then they push off my appointment because they delete the claim and make a nw one. Today 07/27/22 I finally was told a service tech was coming out so I took off work. They never called me so I called them to figure out if they were still coming and they said that they have the washer information in again on this claim and they wouldnt come out anymore and they would file a new claim again (for the fourth time) and put in the dryer information. They proceeded to tell me they could no longer come today because they dont have a technician available even though they were already suppose to be coming to my house today. I have been dealing with this issue for 3 weeks. I have paid for this protection plan and cant get anyone to come out and actually do there job.
Business Response
Date: 07/28/2022
This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I am Jarmaine (Presidential Liaison) with **. Your complaint has been received and carefully reviewed. We sincerely regret your experience with this unit. We attempted to contact you via phone call , and left a VM. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Please be advised we will attempt to call you back at a better time. Please respond back via (BBB portal)to be better assisted. Please note that 5 year protection is an extended warranty through a third party. the customer will, have to work directly with that company for resolution.
Initial Complaint
Date:07/27/2022
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 new ** washing machine from ****** in ******, ** on/around June 5, 2022. From the start it did not work. I attempted to return the machine to ****** and was told that was impossible without a return authorization from **. Over the intervening weeks I have learned it's essentially impossible to convince ** to provide a return authorization. Instead, they demand that I allow a technician to diagnose and repair the machine ad infinitum. There is always some part to replace that *might* fix the machine, and there is never a resolution--because once one thing is fixed, something else breaks. I have been told repeatedly that a return authorization is "impossible" unless and until a repairman deems the machine irreparable. The repairman, in turn, has no choice but to follow **'s recommendations for repairs, which are guesswork. So I am locked in an infinite loop with a washing machine that will never work properly, because it's simply a poorly-made, cheap, over-engineered piece of junk.
Business Response
Date: 07/28/2022
07/28 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. The resolution provided is directly in accordance with **** policies and procedures. ** requires at least three completed repair tickets showing parts replaced, multiple repairs which deems the unit not repairable before the case gets escalated to the Return Authorizations Department. We would be unable to supersede any decisions or offers which are provided based upon **s guidelines, policies and procedures.
Customer Answer
Date: 07/28/2022

Complaint: 17631819

I am rejecting this response because: Your policies and procedures are the cause of the complaint; they can't also be the response that resolves it. It is an outright lie to say you "can't" supersede them. You won't, and the customer pays the price.

Regards,

*********************************
Business Response
Date: 07/31/2022
We would be unable to supersede any decisions or offers which are provided based upon LGs guidelines, policies and procedures.
Initial Complaint
Date:07/27/2022
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 new **** 65" Class CX Series OLED 4K UHD Smart webOS TV (OLED65CXPUA) tv from Best Buy, in September 2020. I have never had issues with this tv but has randomly started to have pixels die off. I am now told that they only cover 1 year of manufacturer defect and that I have to fix it myself despite this not being a user error but a manufacturer issue. I have several other sections in this tv that are dying as well and for $2500 this TV has only lasted less than 2 years without defects. I have TVs from 13 years ago that are still perfect but this one couldn't last sitting on a tv stand and not being touched? This product was designed and released with the intention of being faulty so as to force consumers to buy more TVs by *** This is fraud at all levels.
Business Response
Date: 07/28/2022

This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I am Jarmaine (Presidential Liaison) with **. Your complaint has been received and carefully reviewed. We sincerely regret your experience with this unit. We attempted to contact you via phone call , and left a VM. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Please be advised we will attempt to call you back at a better time. Please respond back via (BBB portal)to be better assisted. After reviewing this vase, ** has a proved to pay for cost of repair and will attempt to contact the customer aging to schedule this repair.
Initial Complaint
Date:07/27/2022
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 filed complains 15 days ago complain complaint #******** i received call from ********** to send technician to fix the problem the technician came in Rush to fix and i advised that problem not fixed yet he gave his contact Number say give 24 to 48 Hours then call me if not fix i will back on Monday to fixed i text him on Monday no respond i text again on Tuesday again no response i received call from MR ****** he left voice message to i call back they told me my refrigerator fix as technician said but i told explain that is not fix yet and they said they can't do nothing today now am calling the ** almost 25 min no one answer me i need to refile complain again against ** for non response and non fix the problem please i need your help thank you
Business Response
Date: 07/27/2022
07/27 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. Our records show there is a pending service appointment set for Tuesday morning August 2nd between the hours of 8am 12noon. The resolution provided is directly in accordance with **** policies and procedures. We would be unable to supersede any decisions or offers which are provided based upon LGs guidelines, policies and procedures.
Initial Complaint
Date:07/27/2022
Type:Product 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 bought an ***** in October of 2021. Beginning in March 2022, the ** started freezing when streaming live **. I chatted with ** about the issue and they had me do a ** reset, router reset, and clear my cache. This seemed to fix it initially, but then it started happening again and more frequently. I chatted with ** several times in March and April, until they finally agreed that a technician would have to look at it. After several days, ** got back to me and were unable to send a technician because I live in a remote area. As it seemed the problem with the ** was the wifi card, they decided to just refund me what I paid for the **. Finally on May 24th, 2022 I got an email with instructions to fill out some paperwork and affix the Manufacture's Label, and email a photo of the finished paperwork back. It seemed my work was finished and I would receive a check within a week or so. Well, it's been over two months and have still not been reimbursed. I have called and been on hold with them for hours trying to figure out why I hadn't received anything yet. I either get dropped from the call, or sent back to the initial voice prompts.** Case Number CNN220509870205 DR# ***************
Business Response
Date: 07/27/2022
07/27 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with getting the approved refund,and we deeply apologize on any inconvenience you experienced. We understand your concern and the frustration you feel right now. We have emailed LGs Return ************************* for a status update and will contact the customer as soon as we have information on this.
Customer Answer
Date: 08/01/2022
[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.

Regards,

*******************
Initial Complaint
Date:07/26/2022
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.
We bought a suite of products , ** brand. Refrigerator is 3 yrs old and failed. Still under warranty. We have been without Refrigerator for 2 weeks already, lost $800 worth of meat in freezer alone, plus all food, have no other ************* ******* is no help. Have sent no one nor replaced Refrigerator after multiple calls. Just a run around and hours of wasted time.
Business Response
Date: 07/27/2022

We were unsuccessful in locating the customers file using the contact information provided. We ask the customer to provide any and all telephone numbers used or referenced while communicating with **. The model/serial combination of the unit as well as any case numbers the customer may have received by a ** representative.
Initial Complaint
Date:07/26/2022
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 ** refrigerator back in December 2018 and the compressor went out in July 2022. The refrigerator is still under warranty. I call ** and no one is willing to help me and they have given me the run around. I provided them a receipt of purchase and they still gave me the run around.
Business Response
Date: 07/27/2022
This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I was able to contact the customer via phone call and apologize for the delay. The customer repair is scheduled for 7/30.

Customer Answer
Date: 07/27/2022

Complaint: 17628208

I am rejecting this response because:
I find it unacceptable to wait this long for my unit to get repaired. Their third party repair company completely flaked out on me and made me wait almost a week to repair a 3 year old refrigerator. My repair was supposed to happen next day.

Regards,

*************************
Business Response
Date: 07/31/2022
Our records indicate that this repair is complete, ** Considers this matter resolved.
Customer Answer
Date: 08/03/2022

Complaint: 17628208

I am rejecting this response because:** has fixed the refrigerator but their third party company charged me ****** for parts and labor. ** refuses to refund me this money even though it is under their warranty and the third party company tells me to go back to *** ** asks for an invoice third party company that ** sent out did not give me an invoice. I would like a refund of my money and not play a kick the can around game.

Regards,

*************************
Business Response
Date: 08/06/2022

The resolution provided is directly from the handling agent in accordance with the Return ************************** policies and procedures. They will be able to provide all the relevant details of the offer ** can provide. We would be unable to supersede as any decisions or offers which are provided based upon their guidelines, policies and procedures.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

LG Electronics is NOT a BBB Accredited Business.