A woman in West Virginia found her food spoiled and her freezer soaking wet. Her fridge had broken. Given that she had a Protection Plan with Home Depot, she decided to contact her. After many back-and-forths in what can only be described as a bureaucratic nightmare, she was told she would have to wait weeks before getting a new, working fridge.
Shannon Elizabeth shared her nightmare appliance story on TikTok. She is a lifestyle content creator who often shares hauls, home renovations, and even cooking vlogs. In a few days, the clip attached above went viral. It garnered 361,400 views, 13,600 likes, and more than 2,800 comments.
From the get-go, the West Virginia woman told her audience not to buy any appliances from Home Depot. She explained that her three-year-old fridge had broken down. Mortified, she found all her food inside spoiled and a soaking-wet freezer. The fridge in question, an LG fridge, cost her $2,600 back in the day.
Shannon got in contact with the Home Depot Protection Plan, a program she got talked into at the time. First, she was told she needed to troubleshoot the fridge herself. She did, and then the Protection Plan, according to her, sent her over to LG, since her warranty with the company was still active.
“I don’t even know why you guys had me buy a Protection plan, because LG has a five-year warranty,” she said.
Fridge-Less Weeks
Regardless, LG told Shannon that a tech would call her to schedule a visit. LG never did, she said, and once her husband called back, the company told them that it would take 10 business days to locate a tech. This was a no-go for Shannon and her family, so she sent an email to Home Depot, with her saying, “This is unacceptable.”
Eventually, the Protection Plan reached out to her and explained that they were going to send one of their techs on October 8. Her fridge broke down on September 28. Worst of all, the tech would only take a look at it and then come back at a later date with parts in an attempt to fix the fridge. This translates to weeks without a working fridge.
“In what world do you think that’s acceptable for anyone?” Shannon asked. “I’ve dealt with a lot of warranty situations with vehicles, stuff like that. This has got to be by far the worst companies that I have ever dealt with in my life.”
Reactions
Shannon’s clip sparked many responses from viewers who joined in the backlash. One said, “I really hate the way the world is now.” Another one commented, “Home Depot is lost when it comes to customer service.”
Others chose to focus on the fridge itself. One wrote, “That was a you problem. You bought LG.” Another one added, “First mistake was buying an LG.“
In an update, the West Virginia woman revealed that Home Depot agreed to reimburse her for the broken fridge. She, however, was reimbursed with gift cards, meaning she will have to buy another fridge at Home Depot in order not to lose any money.
