Home Depot Offers Gift Cards After Woman’s Fridge Breaks Down
A West Virginia woman is frustrated after her $2,600 LG refrigerator broke down on September 28, leaving her food spoiled and her freezer flooded. She had purchased a Home Depot Protection Plan, which she claimed was pushed on her at the time of purchase. Despite having this plan and LG’s own five-year warranty, she faced delays in getting the fridge repaired. She was initially told to troubleshoot the issue herself, then directed to LG, where she was informed it would take 10 business days to find a technician.
The woman expressed her dismay, asking, 'In what world do you think that’s acceptable for anyone?' Home Depot eventually offered to reimburse her, but only in the form of gift cards, forcing her to buy another refrigerator from them to avoid losing money. She described the experience as the worst she has ever had with warranties and service contracts.
Federal guidelines differentiate between warranties and protection plans, noting that full warranties must offer a replacement or refund if repairs fail after a reasonable number of attempts. Home Depot’s policies typically involve issuing gift cards or checks for the original purchase price rather than replacing the equipment. State laws in West Virginia also set standards for warranties, requiring goods to be fit for their ordinary purposes.
Residents with disputes can file complaints with the West Virginia Attorney General’s Consumer Protection Division, though no such action has been taken in this case.