I ordered an LG compact washer and ventless dryer from this company in early January 2025. In researching these appliances, I found that the ventless dryer came with an optional drainage hose, but that it was primarily drained using the drainage compartment on the front, which one could remove and empty in the sink. The installation was scheduled and when they arrived, the team insisted that the drain was not optional, but mandatory, and insisted that a plumber come modify our home's drain to accommodate it. They told us they would return when this was done.
I read the instructions again, this time with a plumber on the phone, and we both noted that no, the drainage hose was in fact optional, and that our current home drain could definitely accommodate the washer. I called customer service back and spoke with Minousha, who was initially polite, and said she would contact the installation team to have them come back.
The following day, she called back to let me know that the installation team could return, but this time it would cost us 65$ as it was a "service call." I asked why this was the case, when it was their error, and she repeatedly and quite rudely insisted that the drain was only optional "as per you." I insisted that it was optional as per the manual and the plumber I spoke to, and she again rudely responded, "as per you," and demanded that I pay the 65$ or no team would come. I asked to speak to a manager, but she told me managers did not answer the phone "and that's what customer service is for," quite condescendingly. I ended up ending the call and calling back to speak to a different representative, who let me know that I was correct and that he would send a message to the installation team.
I did not hear back for 36 hours, at which point Minousha called me back, stated they needed a picture of the drain, then very drily hung up on me before I could ask more questions. Within two hours of receiving the picture, a new, free installation was scheduled for the next day by email, without consulting me for availability or giving me the option to speak to anyone about installation.
They did in fact come the following day, but this time insisted they could not install it due to the platform it was on, despite that not being an issue the first time. We insisted, but then one of the installers stated that he had previously installed a drain that had leaked on a different job and did not want the liability, insisting that we do the final step of the drain installation ourselves to avoid this.
Thankfully, the appliances do work and are now finally installed, but I would never order from this company again. They were rude and unprofessional throughout.
