Dear Sir/Madam,
I am writing to formally escalate a serious and completely unacceptable complaint regarding my Electrolux 3-door refrigerator, purchased from Croma, Sector 86, Gurgaon, in October 2025.
I am extremely dissatisfied with both the repeated malfunction of this appliance and the manner in which my complaint is currently being handled.
1. THE REFRIGERATOR HAS HAD PROBLEMS FROM THE VERY BEGINNING
From the time the refrigerator was delivered to me in October 2025, the ice compartment was defective. ICE WAS NOT FORMING AT ALL.
It took approximately THREE WEEKS after delivery and repeated follow-ups before this issue was finally attended to/resolved.
I therefore did not receive a trouble-free product from the outset.
2. A NEW AND SERIOUS PROBLEM HAS NOW DEVELOPED
Since September 2026, the TOP PORTION OF THE REFRIGERATOR HAS STARTED FREEZING FOOD.
This is not a minor inconvenience.
Food that is supposed to remain refrigerated is being frozen solid. Vegetables have become frozen, damaged and soggy after thawing and have had to be thrown away. Even EGGS have been freezing.
As a result, I have suffered repeated wastage of food and financial loss, in addition to the considerable inconvenience of not being able to safely store food in a refrigerator that is barely a year old.
3. I HAVE LOST CONFIDENCE IN THIS PRODUCT
I want to make my position absolutely clear:
I DO NOT WANT ANOTHER PART REPLACED.
The refrigerator has already experienced a significant problem from the beginning, and I am now experiencing another serious temperature-control problem before the warranty expires in October 2026.
I have no confidence that replacing yet another component will provide me with a reliable refrigerator. I am not prepared to continue experimenting with different parts while continuing to suffer food wastage, inconvenience and financial loss.
I purchased a new refrigerator—not an appliance that requires repeated intervention and replacement of components within its first year o[censored]se.
4. I AM ALSO EXTREMELY CONCERNED ABOUT THE TIMING OF THIS ISSUE
My warranty is due to expire in October 2026.
Instead of providing me with a satisfactory resolution to a product that has demonstrated problems during the warranty period, I am now being encouraged to RENEW/EXTEND the warranty.
I find this unacceptable.
I should not be expected to purchase an additional warranty in order to have peace of mind regarding a refrigerator that has already demonstrated reliability problems during its original warranty period.
I am not interested in paying additional money to extend coverage on a product in which I have already lost confidence.
5. I SHOULD NOT BE SENT FROM ONE PARTY TO ANOTHER
I have contacted Electrolux Customer Care and have also been told to approach the dealer, Croma, regarding the matter.
I have already explained that this is an Electrolux product and that the service and warranty arrangements are part of the manufacturer's/customer-service chain.
I should not be required to spend my time calling different parties and repeatedly explaining the same problem simply because Electrolux and the retailer are directing me to each other.
Croma, Sector 86, Gurgaon, has apparently stated that it cannot replace the refrigerator or provide a full refund and that only the faulty part can be replaced.
I am formally rejecting that proposed resolution.
6. MY REQUEST IS VERY CLEAR
I am requesting one of the following:
FULL REPLACEMENT of this refrigerator with a NEW Electrolux 3-door refrigerator of equivalent or higher specification, at no additional cost to me;
OR
A FULL REFUND of the purchase amount against collection/return of the defective refrigerator.
I am NOT consenting to another part replacement as the final resolution.
I am making this request because the appliance has already caused problems from the beginning of ownership and has now developed another serious defect affecting the proper storage of food.
7. PLEASE DO NOT CLOSE THIS COMPLAINT BY SIMPLY REPLACING A PART
I specifically request that this complaint NOT be closed merely on the basis that a technician has identified a component that can be replaced.
A part replacement does not address my loss of confidence in the product, the history of problems since delivery, the food wastage I have already suffered, or the fact that the refrigerator is approaching the end of its original warranty.
If Electrolux believes that a part replacement is the only remedy it is prepared to offer, I request that this position be provided to me IN WRITING, together with the technical diagnosis, the exact part proposed to be replaced, and the basis on which Electrolux considers this an adequate resolution despite the previous history of malfunction.
8. I HAVE DOCUMENTARY AND RECORDED EVIDENCE
I have retained documentation and evidence relating to this matter, including, but not limited to:
• Recordings of my conversations with Electrolux Customer Care
• The original purchase invoice
• Warranty documentation
• Electrolux service receipts/job sheets
• Previous service records relating to the ice-compartment problem
• Current service complaints and ticket/reference numbers
• Communications with Electrolux and Croma
• Photographs/videos demonstrating the current freezing problem
• Evidence relating to food items that have been damaged or had to be discarded as a result of the refrigerator freezing them
I am prepared to provide/attach these documents, recordings, photographs, videos, invoices and service records as required.
I request that Electrolux preserve and review the complete service history of this refrigerator before reaching any conclusion regarding this complaint.
9. FINAL OPPORTUNITY TO RESOLVE THIS MATTER AMICABLY
I am giving Electrolux and Croma an opportunity to resolve this matter directly and amicably.
However, if my request for a NEW REPLACEMENT REFRIGERATOR or FULL REFUND is not accepted, and if I am instead required to accept another part replacement against my wishes, I will have no option but to pursue the matter through the appropriate consumer grievance and legal channels, including filing a complaint before the appropriate Consumer Disputes Redressal Commission.
In that event, I will place the relevant documentation and evidence before the appropriate authority, including my purchase invoice, warranty documents, service records, complaint history, communications, call recordings, photographs/videos and evidence of losses and inconvenience suffered by me.
I sincerely hope that this will not become necessary and that Electrolux will instead take responsibility for resolving this matter fairly and promptly.
10. FORMAL ESCALATION
I am therefore requesting immediate intervention from the Electrolux Service Head and senior management rather than another routine service visit.
Please escalate this matter to the appropriate senior authority, including the Managing Director, Electrolux Group India, if required.
I request a written response confirming:
• The final resolution being offered
• Whether Electrolux will replace the refrigerator with a new unit
• Alternatively, whether Electrolux will arrange a full refund against return of the appliance
• The procedure and timeline for collecting the existing refrigerator
• Confirmation that my complaint will remain active and will not be closed without my written acceptance of the resolution
• Confirmation that my warranty/service rights will not be prejudiced merely because this complaint remains unresolved as the warranty approaches its expiry
I expect this matter to be treated as a PRODUCT QUALITY AND CUSTOMER SERVICE ESCALATION, rather than as an ordinary request for a routine part replacement.
I have already spent considerable time dealing with a product that has caused me repeated inconvenience and financial loss. I do not intend to continue doing so.
I expect a clear written resolution at the earliest.
Yours faithfully,
Julienne Rowe
Mother of Roxette Tracy Roberts
Flat 1202, 12th Floor, Tower 5, Pyramid Urban Homes 2, Sector - 86, Gurgaon 122004
(M) [protected]
Email ID : julienne.rowe.[protected]@gmail.com
1. Product: Electrolux 3-Door Refrigerator
2. Date of Purchase: October 2025
3. Dealer: Croma, Sector 86, Gurgaon
4. Model No.: Electrolux SBS 524L EHE5224C - A - DiN ART STL
5. Serial No.: 24076034
6. Invoice No.:SO[protected] / Date : 11th October 2025
7. Dealer : Croma - Sec 86, Gurgaon
8. Executive Name on Invoice : Amit Kumar
9. Electrolux Service Ticket/Complaint No.: Attached Ticket Nos.
10. Date of Current Complaint: 21st September 2026
PS : I have more pics and recording of all calls which I can submit when requested
I have also had continuous health problems as the insulin in my fridge kept becoming ice and so I need compensation for all of the trouble I met.
To: [protected]@electrolux.com
CC: [protected]@electrolux.com
CC: grievance.[protected]@croma.com
CC: [protected]@croma.com
Croma / Infiniti Retail — contacts
Purpose
Email
Croma Customer Care
[protected]@croma.com
Grievance Officer
grievance.[protected]@croma.com
Nodal Officer
nodal.[protected]@croma.com
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