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

  2155 Eagle Pkwy Fort Worth, TX 76177-2311

• 

  LG Electronics MobileComm USA Inc

  10225 Willow Creek Rd San Diego, CA 92131

• 

  LG Electronics

  1650 Arch St Ste 2210 Philadelphia, PA 19103-2041

• 

  LG Electronics MobileComm USA Inc

  10101 Old Grove Rd San Diego, CA 92131

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:06/25/2025

  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.

  Dear Sirs:I am filing this complaint in regards to an ************* and their company. I have had this ** television only two months. I have retained all of my receipts as well. Few days ago I was unable to turn new television on. I contacted ** customer service. They sent out a technician and found hairline fracture on trim of television. I have been unaware of this hairline .02 cm fracture on my television. The product was shipped to me as well. ** wont replace. Im livid because I work hard to get that TV. I feel this is theft! I was robbed $2300 and havent had this product but a mere two month. I would greatly appreciate your feedback and recommended course is action. Thank you

  Business Response

  Date: 06/25/2025

  06/25/2025

  Dear *** ******,
  

  Thank you for reaching out. My name is *******, and I serve as a Presidential Liaison with LG Electronics Presidential Escalations Department.
  

  Im very sorry to hear about the issue youre experiencing with your television and the frustration it has caused. I understand how disappointing and upsetting this situation must beespecially given the recent purchase and the significant investment involved.
  

  I appreciate you bringing this to our attention. I will be contacting you directly today to review the details of your case and work with you on a possible resolution path.
  

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

  Sincerely,
  

  *******
  *****************************start="1079" data-end="1082"> LG Electronics Presidential Escalations Department

  Customer Answer

  Date: 07/01/2025

  
  Complaint: 23515348
  
  I am rejecting this response because my ************* is only a month old. I have $2200 taken from me! Attempts were made to resolve issue with BBB. I contacted repair shop and they wont even look at my TV because it will be denied. I have never been so upset with or treated like this. I would like to continue to next level with BBB. Thank  you
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/04/2025

  07/05/2025

  Dear *** ******,
  

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the distress and frustration this matter has causedespecially given your trust in our product and the investment you made.
  

  Our technician assessed your television but found a hairline fracture on the trim, which is classified as physical damage and unfortunately falls outside standard warranty coverage. I understand this is extremely upsetting, particularly if the defect existed upon delivery and was not apparent to you.
  

  Under LGs warranty policy, only manufacturing defectsnot physical damageare typically covered. As stated in our support documentation:
  

      If your ***** screen is cracked or damaged please contact the retailer all other damage please refer to warranty exclusions ********************+********+************+************+***********+1
  

  This policy applies even to minor or hairline fractures. Customers have reported similar experienceshaving cracks unexpectedly lead to denied warranty coverage . I realize this may feel unfair, but it reflects how claims are evaluated.
  

  That being said, there are still options available:
  **For TVs purchased through retailers with extended coverage (like ****** or Allstate), panel replacements or full refunds may sometimes be accommodated, though policies vary **********+***********+1.
  **For out-of-warranty repairs, ** offers a flat-rate repair program with all-in pricingincluding parts and laborthat may be more affordable than purchasing a new TV ********************+**********+************+14.
  

  Recommended Next Steps:
  1.  Check if you purchased through a retailer offering extended protection, and contact them about your situation.
  2.  Request and consider LGs flat-rate repairif you'd rather not replace the panel at retail cost (~$300$550 for OLED screens) ******+***********+**************.
  3.  If you're still confident the screen was damaged upon delivery, consider filing a formal claim with your retailerespecially if the issue was not evident during unboxing.
  

  Again, I deeply regret the difficulties youve faced. Please let me know if you'd like help scheduling a flat-rate repair or need further guidance.

• Initial Complaint

  Date:06/24/2025

  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 ** dishwasher a little over 2 years ago. Yesterday, June 23, 2025 it stopped working. I called ** to discuss warranty and was informed that the warranty on the control panel has lapsed. Really, after only 2 plus years. They offered to send out a technician for a cost of 300 + dollars. Furthermore, a new control panel costs over 300 dollars as well. The original appliance cost 600 + dollars new. I am being asked to repurchase a broken dishwasher for same original price. This is ludicrous. The warranty forms says my control panel should be warranted for 5 years. I feel I m taken by a company that choosers to back its right to live off of faulty equipment rather than support a customer who put her faith in the products the company provides.

  Business Response

  Date: 06/25/2025

  06/25 - 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 a repair scheduled RNN250625090483 with a direct LG tech. Your case manager, Amiraht will provide updates for this case from this point forward. Thank you.
  
  

• Initial Complaint

  Date:06/24/2025

  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 am filing this complaint due to *** complete failure to process a return and issue a refund for a high-value item I returned over a month ago. The return package, with ***** tracking number ************, was delivered back to ** on May 27, 2025. Since then, I have contacted *** customer service repeatedly via email and have received no response whatsoever.The lack of communication has been so frustrating that I eventually gave up trying to reach ** by email and resorted to messaging them on their official ******** page. Unfortunately, that experience has been equally poor. Ive only received cookie-cutter replies and vague promises that the issue is being looked into, yet there has been no action or ************* of today, well over a month has passed since ** received the return, and I am still waiting on a refund of $5,871.24. This level of customer service is unacceptable, especially given the significant dollar amount involved.I am requesting that ** immediately process and issue my full refund and formally acknowledge their failure to respond through proper channels. If this is not resolved promptly, I will consider escalating this matter through additional regulatory and legal avenues.

  Business Response

  Date: 06/25/2025

  6/25> Dear Mark Parsatoon,
  Thank you for bringing your concerns to our attending regarding your recent experience with our policy and procedures. You have been assigned a case manager that will escalate your concerns to the Online Orders Department. Thank you for your cooperation and understanding we look forward to resolving your issues.

• Initial Complaint

  Date:06/24/2025

  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 bought a washer and dryer from **, along with the installation of the appliances. They did not install the dryer. I scheduled another install day, and they told me they came and fixed it. This did not happen. The dryer is still not installed, I have taken off 2 days from work to deal with this, which will probably end up being a 3rd or 4th day to try and finalize this install. The customer service has been horrible. They corral me around to each department, who then proceeds to ask me all the same information. It seems like they just start me over from the same robot that takes a whole minute to finish it's spiel, then I'm talking to another person who has no idea what's going on. I've gone through this process all day. I can't even open a ticket to get a refund or try to install the dryer. After hours on the phone I've been hung up on multiple times. I don't know how to get this installed or to get a refund for it not being installed

  Business Response

  Date: 06/25/2025

  06/25/2025

  Dear Mr. O’Niel,
  

  Thank you for bringing your concerns to our attention. My name is Carlise, and I am a Presidential Liaison with LG Electronics’ Presidential Escalations Department.
  

  First and foremost, I sincerely apologize for the frustration and inconvenience you've experienced—not only with the missed dryer installation, but also with the challenges you've faced navigating our support system. Your time is valuable, and taking multiple days off work without resolution is unacceptable.
  

  I understand the urgency of your situation, and I want to assure you that we are taking your concerns seriously. I will be reaching out to you directly today to discuss the case in detail, confirm the current status, and work toward a timely and appropriate resolution.
  

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

  Sincerely,
  

  Carlise

  Presidential Liaison

  LG Electronics – Presidential Escalations Department

• Initial Complaint

  Date:06/24/2025

  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 had purchased the refrigerator in March of 2021. I woke up on May the 18th 2025 to find that my refrigerator was not working. The error message is related to the sealed cooling system on the refrigerator which is covered by a five year warranty.I called ** to get an order to fix the unit (reference RNN250518085654).After multiple part replacements and service dates; May 23rd, May 30th, June the 6th and June 17th, the refrigerator was still not cooling. I get a call from ** Presidential Liason on June 20th and I explained to them the situation and they said that since the parts had been replaced multiple times within a certain time frame that I would qualify for some sort of refund but they would have to get the records from the service company.I get a call from ** Presidential Liason today, June 24th, and now they are trying to say that the error message does not qualify for warranty unless it is not cooling. I told them that it has not been cooling since the day that I called the issue in on May 18th. So now they are going to send a tech out again.I have been without a working refrigerator for over a month now. I had to go out and buy a mini fridge just so I would have something to some basics cool. We have to make multiple trips to the grocery store because we cannot many at a time because of the limited space. After so much time without a refrigerator, I just couldn't take it any longer and had to order me a new one. I was them to give me some sort of refund which they stated that they would since it has had multiple attempts to repair without any results but now they are trying to drag it out longer. I cannot continue to go without a refrigerator because it has been over a month and there is no excuse for this

  Business Response

  Date: 06/25/2025

  06/25/2025

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

  Thank you for your message. My name is *******, and I serve as a Presidential Liaison with LG Electronics Presidential Escalations Department.
  

  First, I want to sincerely apologize for the extended inconvenience youve experienced. We understand how disruptive it has been to go without a working refrigerator for over a month, and we appreciate your patience throughout this frustrating process.
  

  At this time, the most immediate path to resolution would be to proceed with the next service appointment scheduled for June 30th. Completing this visit may allow us to finalize the repair and restore functionality to your unit as quickly as possible. While we understand your preference for a refund, I want to be transparent in sharing that the return authorization process typically requires documented evidence of at least two sealed system replacements, and the validation process can take several weeks to complete once initiated.
  

  We are committed to tracking your case closely. I will personally follow up with you on July 1st for a status update based on the technicians findings and will ensure the next stepswhether repair or alternative resolutionare clearly communicated.
  

  Again, we regret the inconvenience this has caused, and we appreciate your continued engagement as we work to bring this to a resolution.
  

  Sincerely,
  

  *******
  *****************************start="1874" data-end="1877"> LG Electronics Presidential Escalations Department

  Customer Answer

  Date: 06/25/2025

  
  Complaint: 23512716
  
  I am rejecting this response because:
  
  LG responded "I want to be transparent in sharing that the return authorization process typically requires documented evidence of at least two sealed system replacements"

  They have done three part replacements of the sealed system.  The first attempt they replaced the compressor and the condenser/evaporator.  On the second attempt they replaced the compressor again.  Neither of these attempts were able to fix the issue.  This is very unsatisfactory and at the rate we are going, I will be without a refrigerator for two months soon.   I know then the tech comes by on the 30th, he will not have any replacement parts and will just say that they have to order parts and then I will be pushed out another week just like before.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 07/01/2025

  07/01/2025

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

  This is *******, Presidential Liaison with LG Electronics ************************************ Thank you for your continued communication and for sharing the history of the service attempts.
  

  We sincerely apologize for the repeated inconvenience and the extended delay in getting your refrigerator fully operational. We understand how frustrating and disruptive this situation has been, especially given the multiple sealed system repairs already performed.
  

  I will be reaching out to you this week to follow up on the most recent technician visit scheduled for June 30th. If the issue remains unresolved, we will promptly evaluate your case for escalation to our ******************************** to explore an alternate resolution.
  

  We appreciate your patience, and please know that we are committed to addressing this matter appropriately and in a timely manner.
  

  Sincerely,
  

  *******
  *****************************start="1197" data-end="1200"> LG Electronics Presidential Escalations Department

• Initial Complaint

  Date:06/24/2025

  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 refrigerator compressor went bad on May 22nd. I wasn't sure if I should call a repair man or buy a new one. I took a picture of the product sticker and realized it was only 4 years old and under warranty. I contacted ** on June 4th. It's been over a month and today is the 20th day since contact with **. My refrigerator is still not repaired. And now it is affecting my health because I have diabetes and am unable to eat the way i'm supposed to without proper refrigeration for my food. Please help me resolve this.

  Business Response

  Date: 06/25/2025

  06/25/2025

  Dear Ms. Wanish,
  

  Thank you for reaching out. My name is Carlise, and I’m a Presidential Liaison with LG Electronics’ Presidential Escalations Department.
  

  First and foremost, I want to sincerely apologize for the extended delay in repairing your refrigerator. I understand how difficult this situation has been—especially given your health concerns and the essential need for proper food storage in managing diabetes. Please know that your well-being is important to us, and we take your concerns very seriously.
  

  According to our records, the service provider, TBE Home Services, has already ordered the necessary parts for your unit. Unfortunately, we must wait for those parts to arrive before the repair can be completed. That said, I will personally follow up with the service team to ensure everything is moving forward as quickly as possible.
  

  I truly regret the inconvenience and hardship this has caused and will continue to monitor your case until it’s fully resolved.
  

  Sincerely,
  

  Carlise
  Presidential Liaison
  LG Electronics – Presidential Escalations Department

• Initial Complaint

  Date:06/23/2025

  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.

  7/2022 we purchased a new ** knock fridge. We started getting an error code F5 Thermister bad. It is normally a $10 part however ** does not have information on the part to order it only way to fix it is for their service center to come out and we pay $480 for the call and parts. Went to several local companies who said they will not fix it because they can not even look the part up in their system because ** does not allow them to break down parts for that model LRSOS2706S. An $1800 fridge should not last less then 3 years and cost the price of a new fridge to fix a $10 part.

  Business Response

  Date: 06/25/2025

  06/25 - 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: 07/08/2025

  
  Complaint: 23507884
  
  I am rejecting this response because:
  
  We have been in contact with text messages I never received a letter that I need to update. This has not been resolved yet. 
  
  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 the case manager, Amiraht, has been in touch and the repair completed with parts replaced. Thank you.

• Initial Complaint

  Date:06/23/2025

  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.

  FAULTY REFRIDGERATOR COMPRESSOR THAT ** WAS VERY AWARE OF IN THE MANUFACTURE OF REFRIDGERATOR BUILT IN 2020. HAVING A DIFFICULT TIME HAVING THEM HONOR THE WARRANTY TO REPLACE THE FAULTY COMPRESSOR IN THE REFRIDGERATOR. SUPPOSEDLY IN MY LOCATION THEY DON'T HAVE A CONTRACTED REPAIRMAN SO I WAS TOLD THE " SCHEDULING DEPARTMENT " WOULD CONTACT ME IN 3 TO 5 BUSINESS DAYS TO SCHEDULE A SERVICE CALL" IF THEY COULD FIND A SERVICE TECHNICIAN. I CONTACTED ** ON 6/23/2025 IN THE MIDDLE OF A 90 DEGREE HEAT WAVE I HAVE TO WAIT 3 TO 5 BUSINESS DAYS JUST TO GET A REPAIR SCHEDULED UNDER WARANTY "IF" THEY CAN FIND A REPAIR GUY? MEAN WHILE I HAVE NO MEANS OF REFRIDEGERATION! AN ** WAS VERY AWARE THE COMPRESSOR'S WERE FAULTY WHEN THEY WERE BEING BUILT. i WOULD EITHER LIKE A REPLACEMENT OR MONEY TO PURCHASE ANOTHER BRAND OF THE SAME SIZE

  Business Response

  Date: 06/25/2025

  06/25 -  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: 06/25/2025

  
  
  Complaint: 23507674
  
  
  
  I am rejecting this response because:
  
  
  
  I contacted the team again on 6/25 after being told they could not find a technician that contracts thru LG in my area to fix this unit. I live in the greater Rockford area, I contacted Home Depot and asked who they referred to fix the LG units. They gave me the name " Appliance Heros". I relayed that to the agent. She said simply to wait until 6/30. I initially contacted LG 6/23. I was told to wait til 6/30 if the scheduling department could not find a technician, then I could apply for one and wait for an approval of a technician of my choice to fix under warranty. Which means I have to wait even longer to get this unit fixed. Including time to get the required parts once this technician is approved and actually gets the parts and has the time in his schedule to fix. I am a insulin dependent diabetic and need the refrigeration for this medication. I explained all of this to this LG agent. All I got out of her was basically , " oh, her, I'm sorry,but just wait to Monday 6/30. By

  then I will have waited 8 days , plus who knows how much longer,  meanwhile I'm having very expensive insulin going bad because it's not being refrigerated! It's 90 degrees in my area, ! I'm angry and frustrated. I would never again buy such a poor product, with even  more poor warranty again! I've had other brands last 20 and even 30 yrs. 
  
  
  
  Regards,
  
  
  
  Dawn Zalud

  Business Response

  Date: 07/01/2025

  07/01 - This
  customer’s rejection complaint has been received and carefully
  reviewed. Thank you for your response and feedback. We see the repair has been completed and it has been confirmed by the customer. LG considers this case closed.

• Initial Complaint

  Date:06/23/2025

  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.

  In September 2024, my ***** broke and ** replaced it with a brand new one, because of warranty coverage. Last week, on 06/17/2025 (way less than a year after the replacement), the replacement TV also broke. I find this extraordinary, to have such a large, well-known and global electronics company, producing such poor quality TVs. I suspect that the replacement TV, even though packaged as and looked brand new, was defective and or refurbished. Also, all ****** sold in the ** are assembled in ******. I believe it is worth noting that Mexico is a rogue country run by criminal gangs and drug cartels and plagued by serious and endemic corruption, and that it has NEVER produced or assembled anything electric or mechanical of high quality. ALL such products I have ever bought or heard of made or assembled in ******, were of the worst possible quality and broke fast, no exceptions. The replacement TV was covered by a 1 year warranty like ALL ****** sold in the ***I have contacted ******************* and told them that the replacement TV is also broken and that I would like it fixed or replaced for free, per its warranty. They created a case no: RNN250619061260, wasted 1 week of my time with back and forth communication and phone calls, and after a week they told me that they will NOT fix or repair the TV because the warranty had expired. They even had me send them snapshots and a video of the broken TV and of course its model and serial number. Model#***********, Serial#:************. I would like ** to replace or repair my TV for free, per its warranty.

  Business Response

  Date: 06/24/2025

  06/24/2025

  Dear Mr. Stylianos,
  

  This is Carlise, Presidential Liaison with LG Electronics’ Presidential Escalations Department. Thank you for contacting us and for sharing your experience in detail.
  

  We truly regret the inconvenience you've encountered with your replacement TV and understand how frustrating it must be to face a similar issue within a relatively short time. Your feedback is important to us, and I want to assure you that we are reviewing your case carefully.
  

  I will be reaching out to you directly this week to further discuss your concerns and ensure that we review all available options regarding the warranty coverage and service resolution.
  

  Thank you again for your patience and for giving us the opportunity to address this matter directly.
  

  Best regards,
  

  Carlise
  Presidential Liaison
  LG Electronics – Presidential Escalations Department

• Initial Complaint

  Date:06/22/2025

  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.

  My order number is ********** and Ive been trying to get a hold of this company since I bought the air conditioner. The air conditioner is rattling really loud and its not blowing any cold air even on the coldest setting. I would just like a refund, please?

  Business Response

  Date: 06/23/2025

  6/23> Dear Carolyn & Mark Komar,
  Thank you for bringing your concerns to our attention regarding your recent experience with LG.com delivery policy and procedures. You have been assigned a case manager that will escalate your concerns to the Online Orders Team and an update will be provided soon. To assist further please provide a valid proof of purchase invoice that includes the dealer name, date of purchase, listed LG product with unit prices, taxes and grand total and also a copy of your model/serial label located on your unit. Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 23502499
  
  LG sent me this request #1500167368 for my case.  I just want an AC that is great quality or a refund.   I love LG brands but this AC is terrible, loud and it blows cold air and if you want to sent me a top of the line window AC, 5000BTU, to settle this matter that would be great instead of a refund. My email is [email protected] as that is my best form of contact.  
  
  
  
  
  
  
  
  Regards,
  
  
  
  Mark & Carolyn Komar

  Business Response

  Date: 06/30/2025

  6/30>Dear Carolyn & Mark Komar,
  Thank you for bringing your concerns to our attention regarding BBB escalation #23502499. Unfortunately, due to a/c unit's are sent parcel we are unable to offer an exchange. The only option at this time is to offer the customer a refund. Our records indicate the Online Orders Team has emailed returns labels to the customer to process a return on the customer's behalf. Please follow the instructions sent. Thank you for your cooperation, and we look forward to resolving this matter.

  Customer Answer

  Date: 07/02/2025

  [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 23502499, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Mark & Carolyn Komar