"Simple request made complicated"

My working but old refrigerator was defrosting and as I no longer have the manual I contacted Liebherr after spending some time searching for the relevent manual. The appliance does not have a serial number ANYWHERE. All I want to know is exactly how the control buttons work as they are only symbols. Eventually I spoke to someone who agreed to get back to me quickly if I sent a photograph which did and waited and waited; tried ringing again and now some days later have an email asking what my request was. Food now in neighbour's fridge and not buying a Liebherr!

"Excellent service"

Excellent service, required a replacement part which was found for me and my order was taken over the phone, couldn’t be happier! Thank you

"Fantastic Customer Service"

I had several ongoing problems with my Liebherr fridge/freezer - (the freezer would overfrost and the fridge wouldn't stay cool in warm weather). I must have had 5 engineer visits and several parts and attempts to fix it before it totally broke when the engineer was working on it.

So why the 5 star review?

I feel Liebherr customer support was fantastic throughout the experience - especially Lionel who I mostly spoke to.

Even though it got frustrating at times (not having a cold fridge during a heatwave!) they always answered the phone quickly, engineers came out quickly and when the appliance failed, due to the ongoing issues, they replaced the fridge/freezer with a newer model (even though by this point it had gone out of warranty).

Hopefully I was just unlucky with the last model and the new one will be much more reliable!

Although I had issues with the first appliances reliability, I would still recommend Liebherr because of the excellent customer service. It's rare to find a company that cares enough to provide such good after sales support.

Thanks Liebherr, and thanks Lionel.

"What incredible service!"

What incredible service! I called the wonderful team at Liebherr at 9am on Wednesday with an unusual request, by 9:15 I had a quote at a great price and a delivery slot for Friday! Amazing! The fridge was delivered as promised and it simply could not have been easier. Liebherr has always been the most premium appliance company and they have the Customer service to match!

"POOR QUALITY AND CUSTOMER SERVICE FROM LIEBHERR"

Purchased my fridge freezer in early 2022. The fridge freezer seems to work fine so far but i have had two interior side units for holding milk,juice etc break. We have not overloaded it, it seems as though it is not made of very sturdy plastic. I have contacted customer service 6 times now over a period of 6 weeks. They are pretty slow in coming back to you and the best they can offer is that i buy the parts from them which i could have done at the beginning of the process. I felt that the internal units should have lasted much longer, never had issues previously with any of my fridge freezers. Very poor indeed

"Very prompt and helpful reply to my…"

Very prompt and helpful reply to my query. My problem was resolved.

"Liebherr: defective product, bad customer service"

Brand new Liebherr fridge freezer. Fails to reach the temperature set. Numerous useless functions but cannot provide most basic: keeping food at the set temperature.

The non-Liebherr engineer sent by Liebherr diagnosed the fault: condenser cooling fan running too slowly.

Liebherr deny previous knowledge of the fault. Wholly unbelievable: if a non-Liebherr engineer can diagnose it in a short visit, the manufacturer should be aware of it and not sell an appliance with that fault.

Replacement circuit board needed: out of stock for up to 28 days.

A brand new, expensive item which does not perform its most basic function and the manufacturer cannot / will not rectify the problem.

Disingenuous customer “service”.

We should have bought a cheap alternative.

"A horribly disappointing experience."

A week ago I took delivery of a Liebherr integrated freezer required to replace another brand appliance that had failed after 12 years.

Having eventually fitted it into the cabinet our observations are:

1. Liebherr charge top prices and therefore should provide top quality materials and high quality fitting instructions for integrated freezers. The instructions provided both in print with the product, and on the Liebherr website are terrible. We have cheap Chinese products that provide better instructions than these ones.

2. The installation instructions included with the freezer were generic and largely useless for the model supplied. The English pages have only pictures, and they are very unclear in every imaginable way. After spending time on their UK website I found different and marginally better instructions, but still with poor technical drawings and sloppy translation into English.

3. The instructions only work for laid-on cabinet doors. There is no warning for this and no alternative instructions for inlaid doors, so the fitter wasted time (and my money) in recalculating positions for all the fixings. If there were any customer service ethos at Liebherr they would provide installation videos for each model/hinge type.

4. We called for assistance from Liebherr's technical dept only to be told we needed to send an email and they would get back to us in a few days. My fitter was as unimpressed as we were by this stage.

5. The trims/hinges and fixings are cheap plastic and look unlikely to last long. There were only 2 sliding hinges supplied for a full height unit (178cm), which means the cabinet door bowed out slightly at the centre, so we had to re-use one of the old hinges. The Liebherr hinges have no screw covers. There are no rear adjustable feet which means that, without inserting chocks to level the back, the freezer leans back by 8mm because it is not level, even though my cabinet is perfectly level. My old Electrolux had sturdy metal fixings and adjustable feet and it cost less than half the Liebherr. Liebherr could reasonably be confused with Beko or Hisense at this point.

6. I seriously considered returning the appliance on the grounds that the instructions and fixings were not fit for purpose. I was only deterred because the fitter was already here and because I had a freezer full of defrosting food that would go to waste with any further delay.

7. After the freezer was installed I emailed Liebherr Customer Service to complain about the experience. It is 5 days later and I have heard nothing from them.

In summary, I would never buy another Liebherr appliance, and if this review can help one person avoid my experience then it was worth taking the time to write it.

"Liebherr Services saved the day"

On the one hand we were disappointed that after just 3 years our Liebherr fridge/freezer proved to have a non repairable flaw. On the other hand contacting Liebherr Services once this flaw had been confirmed by an approved repairer proved to be a more positive experience than we had expected. Although the warranty was out of date once the flaw was confirmed, on 12/8/2022, there was an immediate assurance from Liebherr that they would replace the appliance and provide a two year warranty. The replacement fridge even arrived a day earlier than expected, 18th August, and the delivery team from Panther was very helpful. So far everything is working well and the appliance is even quieter than the previous one.

"Liebherr energy efficiency figure issues and poor service"

I started to live in my late aunt's home when she passed away, at first I was delighted with her Liebherr Fridge Freezer, then the condenser packed up so I contacted Liebherr Home Appliances GB only to be told a new condenser would cost more than a replacement Liebherr model.

I was told that John Lewis had some deals where an £800 Fridge Freezer could be bought for £499. So I asked the lady, how long will a new one last because the last fridge I had (before my Aunt's Liebherr) lasted over 10 years and I sold it on Gumtree still working, but her Liebherr lasted around 4 years.

She said that they expect at least 8 years and will part fund repairs after the warranty has expired. This seemed fair enough, so I went out and bought the £499 discounted Liebherr model from John Lewis.
On the side the Liebherr has an eco label, saying it is very economical at 269kWh per annum. I actually think it is better to look at kWh because the AAAAAAAAA* ratings which have now been scrapped by EU are based on volume and so on. When what matters is how much you pay.

Within about 6 months of buying this new fridge I noticed my electricity costs were high, so I bought a meter from eBay and started testing devices. When I got to the Liebherr Fridge Freezer I found the culprit. It was using around 1.4kWh a day which is 511kWh a year, nowhere near the promised 269kWh.

So I rang Liebherr and spoke to a very nice lady who told me that they "are only a guide" I said I don't think so!

She then tried the "blame the victim" approach, she asked how full was it and then asked how empty it was as it uses more energy when empty, I said well it starts off nearly full when I buy food and it then gets empty when food is consumed.

She was not able to offer any suggestions on how to improve efficiency and had the gaul to say, current models are more efficient, on that note we parted.

Since then I have tried every variation of settings in the fridge/freezer, recording the usage, the 1.4kWh I quoted above was the CHEAPEST IT COULD DO. So with Electricity around 40p per kWh unit charge it is costing me £204 a year when it should be £107, so £970 extra over a ten year life.

Then I looked on AO website where they had 22 Liebherr models from £489 to around £1800

The cheapest one says it uses 241kWh and the most economical in my form factor says it used 197kWh BUT WHY WOULD WE BELIEVE THESE NUMBERS.

Or should be assume they use double?

Then I remembered that at the time I brought this Liebherr Fridge Freezer they it said you could buy these things to fill in shelves or draws to reduce energy costs.

I found an energy-saving panel on their website, but not only is it not for Fridge as previously suggested but it seems this is just a block to go in the Freezer and based on images it blocks off the whole freeze and it only saves UP TO 30%, buyers should ignore this device as we know the energy ratings quoted are fictional.

To top it all, it does not work with my model.

Another thing that Liebherr do not do is make a fridge/freezer that is mostly freezer, with a small fridge on top.

To confuse matters Liebherr make a 60/40 fridge freezer which is 60Fridge at Top / 40Freezer at Bottom but their 70/30 one is 30Freezer at Top and 70Fridge at bottom

What they need to do is a Fridge Freezer that is 40Fridge at Top with 60Freezer at bottom or even a 30Fridge at Top with 70Freezer at bottom

Most importantly I think that Liebherr make all kinds of promises PRE-Sale but once you are AFTER-Sale they offer no help at all.

I would have thought they would have some energy saving advice to make the fridge freezer use the energy it says it will use on the label.

For all I know this publishing of fake energy usage promises may be endemic like it was with the car manufacturers who faked diesel consumption.

I have had two of these now, my next fridge freezer will NOT be a Liebherr!