LG Delivered My New Refrigerator With Damaged Packaging
On July 13, 2026, I purchased an LG wardrobe-style refrigerator (Model: L24FFCNJ) from the LG Store at Mall of Istanbul for 115,000 TL, paying by credit card.
Delivery and installation were scheduled for July 14. I was initially informed that the service team would arrive at 3:00 PM. Later, the appointment was postponed to 6:00 PM. When no one arrived at that time, we contacted the store and were told that the installation team would be at our home within 19 minutes. Despite this assurance, the team did not arrive until approximately 7:30 PM. We had canceled all of our plans and spent the entire day waiting for the delivery.
Three people arrived for the installation, but the authorized LG technician never entered our home. Instead, the installation was performed by two individuals, one of whom was not even wearing LG clothing and appeared to have very little experience. They entered our home without wearing protective shoe covers. In addition, the refrigerator was delivered with its outer cardboard packaging already torn and visibly damaged, including a large hole.
No product demonstration or user guidance was provided. When I asked about the LG ThinQ application and how to connect the refrigerator, I was simply told, "We don't know."
According to the installation staff themselves, Kafkas LG Service in Bahçelievler delayed our scheduled installation in Halkalı and gave priority to another customer in Zekeriyaköy, causing us to wait for several unnecessary hours.
The most serious problem occurred after the installation. We were never informed that the interior shelves were made of heavy cast metal, that they required special care when being removed, or that two of the shelves were connected by an interlocking mechanism. While removing the protective tape, one of the heavy shelves slipped from our hands and struck the interior metal surface of the refrigerator, leaving a noticeable dent and scratch. The attached photographs clearly show the damage.
I firmly believe that this damage would never have occurred if the installation team had provided even the most basic instructions regarding the proper handling and removal of the shelves.
Although we reported the matter to LG and opened a service case, no satisfactory solution has been provided so far.
Because this was a brand-new appliance, I do not believe the damage should be considered user error. The refrigerator was delivered with damaged packaging, the installation was handled carelessly, essential product information was never provided, and the overall service fell far below the standard expected from an authorized LG service provider.
I respectfully request that LG Türkiye resolve this matter by providing an appropriate remedy for the damage to my refrigerator, reviewing the handling of my service case, and improving its delivery and installation procedures to prevent other customers from experiencing the same problems.
The entire experience—from scheduling and delivery to installation and customer support—was disorganized, unprofessional, and far below the standard expected from a global brand such as LG.
