‘Unacceptable’: Woman paid for Home Depot’s protection plan on her $2,600 fridge. Then it broke down and they sent her into endless loop of annoyance
The backup needed backup
A protection plan is supposed to help when an expensive appliance suddenly stops working. One woman thought she had that backup after paying extra when she bought a new refrigerator.
Getting help, however, became a problem of its own. Home Depot customers have complained after paying extra for appliance services, while even getting a new refrigerator through the door can turn into a headache. This woman’s fridge was already inside her home. It simply stopped staying cold.
According to TikTok creator Shannon Elizabeth (@singegneri), she and her husband bought an LG refrigerator from Home Depot in 2023. They spent about $2,600 in total, including a Home Depot Protection Plan. On Sept. 28, Shannon found everything in her freezer warm and wet, while the food in her fridge had spoiled. She soon learned that having a protection plan didn’t mean getting a quick solution.
So much for making things easier
Shannon claims her first call resulted in instructions to troubleshoot the refrigerator herself. She and her husband had to remove everything, unplug the appliance, and leave its doors open for 24 hours.
They followed the instructions. The refrigerator still didn’t work.
When she contacted the protection plan again, Shannon recalled being told that LG’s warranty still covered the appliance. That meant the repair would apparently have to go through LG instead.
The couple had specifically paid for additional protection, so the answer confused her. “I don’t even know why you guys had me buy a Protection plan,” Shannon recalled thinking.
LG initially planned to arrange a technician. Her husband later called for an update and allegedly learned that LG had contacted two technicians. One declined the job, while the other did not answer.
Shannon claims they were then told it could take up to 10 business days just to locate a technician. The couple contacted Home Depot again.
“This is unacceptable,” Shannon recalled telling the company. “We’re not waiting 10 days for a tech.”
This time, Shannon alleges Home Depot told them it would either reimburse them or provide a new refrigerator. They were told to expect an email within 24 hours.
The email arrived around 11 p.m. on Oct. 1, but instead of confirming either option, it asked Shannon to call Home Depot. Once she did, the plan had changed again.
Shannon claims she was told Home Depot would now send its own technician. The earliest appointment was Oct. 8, and even then, the technician would only diagnose the problem. Any necessary parts would have to be ordered before another appointment could be scheduled.
“So not only have I been without a fridge for almost a week, I have to wait another week for a tech to come out to even look at it,” she said.
Shannon couldn’t understand how the proposed solution had gone from reimbursement or replacement to another repair attempt within 24 hours. “Home Depot, in what world do you think that that’s acceptable for anyone?” she asked.
She ended her video warning others against buying appliances from the retailer. “I learned my lesson on that,” she said.
Viewers, however, were divided over where the blame belonged. “That was your problem, you bought LG,” one person wrote. “LG and Samsung appliances both are junk,” another claimed.
Others questioned the price. “Why would anyone spend 2600 on fridge,” one viewer asked, referring to Shannon’s admission that money had been tight when the couple bought it.
Not everyone blamed the brand. “My LG frig has been working flawlessly for a decade,” one commenter wrote. Another shared a similar experience: “Had a lg for 10 plus years and still kicking.”
One viewer argued that Home Depot may not directly handle the protection plan. “The protection plan is not with home depot, it’s with an insurance company I.e Allstate so speaking to home depot is not an option,” they wrote.
For Shannon, however, the problem was simpler. She had paid extra expecting help if her refrigerator failed, but days later, she was still waiting for someone to fix it.
Have a tip we should know? [email protected]
Follow The Mary Sue:
