Lowe's review: No customer service after the sale

I purchased a Frigidaire refrigerator model GRFG2353AFK from Lowe’s and this has turned into one of the worst appliance and customer service experiences I have ever dealt with.

Delivery #1
The first unit arrived damaged. The delivery team had already removed and taken my original refrigerator, so I was left with a damaged fridge in my home and no backup option. A replacement was scheduled for the next day.

Delivery #2
The second Frigidaire GRFG2353AFK was installed. Before the crew left, I noticed the interior light did not turn on when opening the doors. I was told “that happens sometimes” and they reset the refrigerator. After about 10 minutes the light came on and I was told everything was fine.

About 30 minutes after they left, the light failed again and the refrigerator displayed an “ER” error code.

I contacted Lowe’s again and now needed a third refrigerator. Due to scheduling delays, I had to wait a couple days. The refrigerator still cooled, so I made it work temporarily, but the error code never cleared.

Delivery #3
The third Frigidaire GRFG2353AFK was installed. Initially everything appeared fine.

About 4 to 5 days later, the refrigerator started freezing everything inside the refrigerator compartment. Sodas were turning to slush and ice when opened. Meal prep containers were forming ice. Sauces like ketchup, barbecue sauce, and mustard were thickening and partially freezing. The interior water dispenser line also froze and stopped dispensing water.

I tested the refrigerator with a thermometer. With the refrigerator set to 36 degrees, a glass of water froze to 32 degrees within 4 hours. I then reset the refrigerator, set it to 43 degrees, and the water still froze within 4 hours.

This refrigerator cannot regulate temperature and is clearly defective.

At this point this would have been my fourth refrigerator. I asked Lowe’s for a reasonable solution. I simply wanted to switch to a different model or receive store credit so I could purchase another refrigerator from them.

Instead, I was placed on hold for over an hour and then told I was outside the 48 hour return window. I explained there is absolutely no way to identify this defect within 48 hours because the freezing issue and dispenser failure do not present themselves until 4 to 5 days of normal use.

Despite receiving multiple defective or damaged units in a row, this was ignored.

I asked for a supervisor and was placed on hold another 38 minutes. I eventually had to hang up because I could not stay on the phone for nearly two hours over something Lowe’s should have handled immediately.

The final answer from Lowe’s was that I must deal directly with the manufacturer.

This entire situation has been completely outside of my control.

I have now received three defective or damaged Frigidaire GRFG2353AFK refrigerators.

The primary defect cannot physically be discovered within Lowe’s 48 hour return window.

I have spent hours dealing with deliveries, issues, support calls, scheduling delays, and troubleshooting.

I attempted to resolve this reasonably and even offered to continue purchasing through Lowe’s if they would simply work with me on a replacement or model swap.

Instead, Lowe’s chose to hide behind a policy that does not even apply to how this defect presents itself.

This was a complete failure of customer service.

Lowe’s had every opportunity to make this right by replacing the unit again, allowing a model swap, or issuing store credit.

Instead, they chose not to support their customer at all.

If something goes wrong, Lowe’s will not stand behind the sale, even after multiple confirmed defective units.

I will not be purchasing appliances from Lowe’s again.