Woman buys brand-new LG fridge from Home Depot. She can’t believe how long it lasts: ‘Lowe’s is not any better’

A woman has a warning for her audience. “Do not ever buy appliances from Home Depot,” she says. 

The reason why? Three years prior, Shannon Elizabeth (@singegneri) says she bought a $2,600 LG fridge from the store. Recently, she says, the fridge broke. But despite having a Home Depot protection plan, she wasn't able to get a fix or replacement covered. 

Her video detailing her frustrating experience with Home Depot and LG has since garnered more than 361,000 views. 

What Happened When She Tried to Use Her Home Depot Warranty?

Shannon Elizabeth says that her family saved up to buy a fridge when they “didn't have a pot to piss in.” When they ponied up the money, she says they got “talked” into adding a Home Depot protection plan. She didn't have imagined, however, that she'd need it so soon. 

Three years post-purchase, Shannon Elizabeth says she realized her fridge broke. 

“I noticed that everything in my freezer was soaking wet and warm, and I opened up my fridge, and everything in my fridge was spoiled. I call Home Depot, and I'm like, ‘Hey, my fridge is broken,'” she says.

According to her, Home Depot gave her a set of instructions. Unplug the fridge, empty it, and see if it works again in 24 hours. It didn't. She says the company then told her the fridge was actually under warranty with LG, so she'd have to contact them for service. 

Shannon Elizabeth says she contacted LG and was told they'd schedule a technician to come to her home. She says she received no call from the company, however. 

She called LG again, she says. According to her, a representative explained that they had no technicians in her area, and it would take 10 days to get the fridge serviced. 

Frustrated with this response, Shannon Elizabeth says she contacted Home Depot again. At first, she says Home Depot said it would reimburse the fridge. Then, she says the company told her that one of its own technicians would come to her home. 

‘In What World Do You Think That That's Acceptable for Anyone?'

“'The earliest appointment is October 8th,'” she says they told her. That was a week from when she was calling.

“'And by the way, when they come out … They're actually only gonna diagnose because they're gonna have to order a part. So this is just to see what's wrong with it, but then we're gonna have to schedule a whole ‘nother appointment for them to come fix whatever's wrong with it,'” she says the Home Depot rep continued. 

The content creator says that she's been out of a refrigerator for a week. 

“Who knows how many other weeks to get the part to fix it?” she says. “Home Depot, in what world do you think that that's acceptable for anyone?”

‘Same Thing Happened to Me'

In the comments section, viewers slammed Home Depot for not providing an easier solution. Some even said they experienced the same thing as Shannon Elizabeth. 

“They did that to me,” one viewer said. “Our washer bearing was absolutely destroyed and they gave me the run around for over a month!! I had an LG protection plan & the home depot one. It was SO infuriating.”

Another commenter added, “That was you[r] problem, you bought LG.”

Others, however, said that LG doesn't warrant that much criticism. 

“That's funny I have a friend that owns a mom and pop appliance store and he told me LG is the best appliance brand to buy because it's made in Canada and it is the manufacture[r] with the least amount of repair calls they get out of every other brand!”

Warranty Repair: What Is Home Depot Obligated to Provide?

There's a reason why Home Depot turned Shannon Elizabeth to LG first. According to the company's 2023 terms and conditions, plans are inclusive of manufacturers' policies. When combined with an existing plan, Home Depot seemingly provides “additional benefits.”

Per Home Depot's Allstate policy, “[A] Protection Plan will cover a mechanical or electrical failure of the Product(s) during normal usage for the Term of this Protection Plan. This Protection Plan is inclusive of any manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.”

That doesn't mean that Home Depot will avoid covering a broken fridge. But it does mean the company may refer customers to the manufacturer's policy before proceeding with a replacement or fix. Home Depot is still obligated to fulfill a duty for customers, whether that be service or a replacement. 

Luckily, Shannon Elizabeth's situation turned around. In an update, she tells her audience that Home Depot reimbursed her for the broken LG fridge. 

Subplot News reached out to Shannon Elizabeth via TikTok direct message and to Home Depot and LG via email. We will update this story if they respond.

@singegneri @The Home Depot #homedepot #lg #thehomedepot @LG Global ♬ original sound – Shannon Elizabeth

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