Hey Frigidaire, where’s my replacement refrigerator?

It takes Frigidaire two months to replace Missi McLean’s broken refrigerator. Then it delivers another appliance that doesn’t work. Can this Frigidaire be saved?

Question: I’m writing to communicate my total disgust with Frigidaire. In September, I placed an order for a new Frigidaire refrigerator that was delivered nine days later. It has never worked.

It took Frigidaire two months to send a replacement. Last Friday, we received a phone call from from a third party called Fitz Home Solutions stating that he was outside of our building with the replacement refrigerator and that it was damaged. He came to our suite with paperwork and stated that a replacement would be shipped overnight to arrive no later than Monday or Tuesday.

Today is Thursday and I have not heard anything from anyone regarding my delivery.

I have had conversations with four different corporate supervisors. None have been able to assist me and now they won’t even return my phone calls.

I am most concerned with the lack of communication and customer service from this company. I would like the replacement refrigerator Frigidaire promised. Can you help? — Missi McLean, Lanham, Md.

Answer: Frigidaire should have delivered a working refrigerator the first time. And if not the first time, then at least the second time.

A review of the lengthy correspondence between you and the company suggests one hand didn’t know what the other was doing over at headquarters. One representative would promise you a refrigerator; another would say that they have no refrigerators in stock. You reached a “social help” department, but it had no access to the ordering system that could help you find your lost appliance. How frustrating!

Related story:   Before you get mad, check your spam folder

Frigidaire is owned by Electrolux, which promises “thoughtfully designed products” that are the “the result of continuous investment in our consumer research to develop products that meet consumer needs.” Clearly, they needed to invest a little more.

I tried to find the warranty for your refrigerator but got distracted with all of the one-star reviews on the consumer sites. Seriously, if a refrigerator is that flawed, maybe you’re better off buying from a different company.

You could have appealed your case to someone higher up at Electrolux. I list the names, numbers and email addresses of the Electrolux executives on my consumer advocacy site.

I contacted the company on your behalf. It delivered a working refrigerator, and I hope this one works.

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at chris@elliott.org. Read more of Christopher's articles here.

  • DChamp56

    It’s constantly amazing in this day of the internet that people don’t investigate and check reviews on large purchases.

  • gpx21dlr

    Made in the USA!?

  • jim6555

    According to an article that I found, 15-18 cubic ft. top freezer models are made in South Carolina. All other models are manufactured in Juarez, Mexico.

  • Harvey-6-3.5

    I’ve found that appliances are best purchased from a local store that also does service. We’ve had very good experiences that way (and also purchasing appliances rated highly by consumer reports).

  • Leslie

    I have a Frigidare dishwasher and refrig that we have had for over 10 years with no prob. Guess it is just a crapshoot on weather you get a decent one or not.

  • PsyGuy

    Yuck Frigidaire econo models, is what apartment complexes buy when furnishing the appliances in a new unit. They have horrible service, reliability, etc.
    You may have gotten a working model, but it’s going to be a further problem down the line, and the warranty is pretty much worthless.

  • PsyGuy

    I’ve gotten appliances online, and had no problem. In Japan you buy a Mitsubishi refrigerator and it doesn’t matter if you got it in store or online. If it doesn’t work, someone comes out that day and fixes or replaces it, and they usually fix it in something like 15 minutes.

  • PsyGuy

    Which means it’s probably crap.

  • Harvey-6-3.5

    PsyGuy, Did you purchase these only in Japan, or also in the US? I’m sure even in the US, most of the time, online sales are fine, but when they are not, it’s nice if you have a local company with good service.

  • Jan Wanerka

    Could you share that online web site for appliance purchasing. My double oven of only 8 years blew a control board on Christmas and I was told that a replacement one is $1100 before labor. 2nd time with GE Profile, never again.

  • PsyGuy

    No, you can buy appliances from Amazon. When we wanted some Japanese style appliances, mainly a combo clothes washer and dryer we ordered online, as all the big box stores Best Buy, Sears, Lowes either didn’t have what we wanted or had one and only one model that wasn’t what we wanted. The only issue we had is that Prime shipping was very scarce. the items that offered Prime all had shipping times of weeks or months. The most common delivery time frame was 1-2 weeks.

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