LG 10kg Series 3 DXH3-10W

Update: it is Tuesday the following week, past 4.30 pm, we are yet to receive any calls from an LG technician.

Hi Miriam, thank you for sharing your feedback with us. We regret that you’ve had a negative experience with your LG 10kg Series 3 DXH3-10W along with seeking support. We want to dive deeper into this matter to ensure we find the right solution for you. Please connect with our team directly by sending an email to us at lgau.socialmedia@lge.com. We look forward to hearing from you.

Hi LG, thank you for responding and inviting us to contact you. I will be doing so, but I want to update this review because unfortunately, things have become even worse since I originally posted it.

First, to the person who wrote LG's response: this is not personal. I have no reason to believe you're anything other than someone doing your job. You probably have a family who love you, friends you make laugh, and people who care about you.

If LG treated your mum, dad, brother, sister or partner the way we have been treated, though, I imagine you'd be incredibly angry with LG too.

Our anger is directed at LG as a company, its systems, its processes and the way we have been treated as customers.

This is genuinely the worst customer experience I have ever had with a company. I have never felt so poorly treated after spending a significant amount of money on a product.

I tried calling again on yesterday after posting my update. One call had no sound from the other end. Another resulted in an automated message saying someone would call us back after speaking with another customer.

Nobody called back.

I then lodged another service request through LG's website because the first request was marked “Checked” and described the problem as:

“leak under the unit.”

There is no leak under the unit. Nobody came to our home.

I submitted a second request, which has now been changed from my original description of "drum not spinning" to:

“abnormal noise.”

That isn't the problem either.

The actual fault we have reported repeatedly is:

THE DRUM DOES NOT SPIN.

So LG currently has two service requests for our brand-new faulty dryer, containing two different descriptions of a fault that we did not report, with the first service request stating "checked".

And then LG told us in an email that a technician had been dispatched.

In response to our formal complaint, LG wrote that:

“a repair service has already been dispatched to our technician”

and that the technician would visit our house that day.

No technician has contacted us. No appointment was made. No technician attended our property. Nobody has been anywhere near our dryer.

So we are now receiving written assurances from LG that a technician has been dispatched while we are sitting here with a brand-new $1,549 dryer that still doesn't work and nobody has even contacted us.

And the original delivery information was also wrong.

When the delivery team originally left without installing the dryer or removing our old one, LG told us their records said we had agreed to install it ourselves and that we didn't have an old dryer for removal.

Neither of those things was true.

After we eventually got the installation and removal completed on Friday 7 August, we received a voicemail from LG on Monday 10 August regarding the delivery issue. LG again said they had been told the driver was instructed to leave the dryer uninstalled and that there was no old unit to collect and that they would not be able to send someone back to us to have it installed (after it already had been on Friday).

We have retained the voicemail, and the emails.

So when LG says “please connect with our team directly”...

We have.

We have been connecting with LG repeatedly.

We have called. We have submitted service requests. We have followed up. We have waited for promised callbacks. We have waited for promised emails. We have submitted a formal complaint.

And we are still sitting here with a brand-new $1,549 dryer that doesn't work.

At this point, I don't want this dryer anymore. I want a refund and I want LG to collect it.

I don't want to spend the next few weeks organising repairs, chasing technicians and repeatedly explaining that the drum doesn't spin.

I wanted a new dryer that worked.

One final point: LG's own review system

I originally submitted a detailed, factual review directly to LG Australia.

LG refused to publish it, telling me only that it didn't meet their review guidelines.

I asked them to tell me which specific guideline it breached and what part of my review was unacceptable.

I have not received an explanation.

The review contained no abuse, threats, personal information or irrelevant material. It simply described our actual experience.

I found that particularly concerning given that LG publishes customer reviews and an overall star rating on its website.

I have therefore posted my experience here so that other consumers can make an informed decision.

The bottom line hasn't changed, it has actually become worse.

❌ Delivery was not completed as arranged. ❌ Our old dryer was not removed as arranged. ❌ LG's delivery records contained information that was not true. ❌ It took approximately two days of chasing LG and DHL to get the installation and removal completed. ❌ The brand-new $1,549 dryer does not work because the drum doesn't spin. ❌ We were promised contact from LG that never happened. ❌ LG's service records have recorded “leak under the unit” and “abnormal noise”, neither of which is the fault. ❌ LG has now told us a technician was dispatched when no technician has contacted or attended our home. ❌ LG refused to publish my original factual negative review on its own website without providing a satisfactory explanation.

This has been the worst customer experience I have ever had with a company.

If I were reading this review before purchasing from LG, I would seriously reconsider.

And if someone I knew told me they were about to spend $1,549 on an LG appliance, based on our experience I would tell them:

Don't.

Things can go wrong with any appliance. That's life.

What matters is how a company treats you when they do.

Our experience with LG has left us with zero confidence that they will be there when something goes wrong.

We genuinely hope LG proves us wrong and finally resolves this appropriately.

For now, I cannot recommend this dryer or LG.

LG finally sent a technician to our home on Friday 21 August (two weeks after the dryer was finally installed) to look at our brand-new $1,549 dryer.

LG refused our request for a refund, so we were left with no choice but to have the machine assessed and repaired.

The technician was here for approximately 30 minutes and fixed the dryer. We were told the dryer had not been working due to a technological/electronic issue.

So, after everything, the brand-new dryer that we had never even been able to use was repaired in around 30 minutes.

The dryer now works, but our experience with LG has been completely unacceptable.

From the delivery team leaving without installing the dryer or removing our old one, to LG's incorrect records about what happened, two days of chasing LG and DHL, discovering the brand-new dryer didn't work, repeated failed attempts to get anyone to arrange a service visit, inaccurate descriptions of the fault on LG's service requests, being told a technician had been dispatched when nobody had contacted or attended, and ultimately having our request for a refund refused. This has been the worst customer service experience we have ever had with any company.

We bought a brand-new $1,549 appliance expecting it to work and expecting reasonable support if something went wrong.

Instead, we spent weeks chasing LG to get a problem resolved that should never have been ours to deal with.

The fact that the technician could apparently fix the problem in around 30 minutes does not make the experience any less unacceptable.

The product may now work, but the experience has completely destroyed our confidence in LG.

My advice is to stay far away from LG.

We will never buy another LG appliance.