Electrolux

I am writing you to report an extreme failure in service from Electrolux customer service, field technician and routing department. This message is to notify you of my complaints on record for small claims court if necessary.

Your field technician came to my house on 2/14/2024 for an issue with the dryer. He reported that the heater house assembly would need to be replaced. He informed me that he could not come back out until Wednesday 2/21/2024 and that an appointment had been scheduled for that day and the part needed would be shipped to me. Wednesday the 21st came and he did not show up to repair.

I called Electrolux customer service and they could not provide any information or tell me when the technician would be at my home. My wife called that same day and spoke to a Supervisor named Shell. The supervisor told my wife that the part was being expedited and the technician would come Thursday the 22nd and that she would call my wife back the next day if there was any issues. Thursday came and no call and no repairman.

We called customer service again on Thursday and a new Supervisor said that the part and technician would be there Friday. Its Friday evening now and no part or no technician showed up. We called again an no supervisor was available and your employee said they had no estimated delivery time on the part. She could not tell us anything about when we could expect the part and repair!

This is the worst customer service I have ever experienced. We asked for a full refund for the $359.80. Your employee said she started the process of the refund but she couldnt tell us the amount of the refund. We were told that we would find out the amount of the refund once it is redeposited in my account and we would have to call back if there was an issue.

This is completely unprofessional. Not only did the first technician lie to me about the delivery date, my wife took work off to be here when no one showed. Then we both spent countless hours on the phone with your overseas based customer service that lied to us numerous times about when the part would be here and promising to call us back and then not calling! My money needs to be returned in full, $359.80 or I will go the court house and file formal action.

You have wasted a lot of my time already so I am more than willing to do whatever it takes to ensure Electrolux fully compensates me.

Electrolux has until Wednesday, February 28th 2024 at 5pm to notify me of the approval of my request for a full refund or I will file the lawsuit at my earliest convenience. If my message is not responded to by the date noted above I will take that as confirmation from Electrolux of their negligence, lies and unacceptable service and this message will be provided to the court as evidence.

Purchased a washer and dryer set on a Saturday and realized I should have added the pedestal drawers. No way to add to order so on Monday waited on hold for 20 minutes for customer service.

They were unable to add to the order but placed it separately and assured me they would coordinate delivery and installation. Every day since I have waited on hold, tried chat and even sent multiple emails. The only was to get "help" is to endure the hold time.

Not once could they tell me when the pedestals would be delivered to be able to coordinate with the washer and dryer (scheduled for today). The excuses have ranged from no response from the delivery agent, not able to track the shipment, call back tomorrow (then tomorrow, etc) and finally we can't help, here is the direct phone number for the delivery agent.

I have been attempting to resolve an issue since July of this year related to my freezer model # FPFU19F8RF Serial # WB5165****.

The door fell off in July and a repair man came in August. He ordered the appropriate parts and the door was not properly packed so it came with a gash in the stainless steel.

The repair man re ordered and after several weeks and attempts to track the part the customer service agent initiated the buy back process. I received a letter on 9/19/23 and supplied the necessary documentation on 9/23. The letter indicated I should receive payment within 5 business days. I contacted you again on 10/9/23 and waited on the phone for over 2 hours and resent all the documentation.

The customer service agent confirmed you have what you need to process my claim and said they needed 3 business days to process now that it has been escalated. When I did not hear anything called back on 10/13. That agent promised resolution by Monday the 16th and that did not happen either. I called Monday, Tuesday and Wednesday and was told I should have something by today, Friday the 20th.

On Wednesday the 18th the agent actually refused to put a manager on the line and told me that you had to hire and train people before you could process my claim. I have spent literally hours on the phone and no one can help except for a mysterious back office which is not staffed and/or allowed to speak to customers.

My freezer is valued at over $3,000 when I look online, but no one can tell me how much you will provide. Note, I did not have a receipt since I purchased the appliances with my home back in 2019. It is up to you to decide I guess, but after all of this total lack of regard for customer service I fear I will be offered a ridiculously low amount.

Please know I have never encountered an organization with such poor processes and response time for a relatively high end product.

I have a kitchen full of professional series Frigidaire products but when they demise I will NEVER EVER consider a purchase from Frigidaire. I am convinced the business model around your extended warranty program is simply to make it as difficult as possible so the customer gives up and you pocket the funds for an absolutely worthless warranty.

I held today for another hour for someone named Joseph to tell me I must give it 5-7 more business days. When I protested and shared that I have been trying to resolve since July he simply told me that this is the only process and to trust that he would take care.

I will share this story with all of my friends and anyone I possibly can to save them from the mess that it is Frigidaire. All I ask is that you honor your warranty that I paid for.

Then we can part ways forever.

I have filed complaints with the Federal Trade Commission, My states consumer protection agency as well as the Better Business Bureau. I also voiced my opinion on your Facebook page.

SHAME ON YOU!!!