Reviews

Review Details

• Review fromConnor

  Date: 06/13/2025

  1 star
  I purchased a Cooler Depot 11 cu. ft. glass door refrigerator through Home Depot in August 2023. In June 2024less than a year after purchasethe unit began tripping GFCI outlets and eventually stopped working altogether. I reached out to Cooler Depot under the advertised warranty (three years on parts and six years on the compressor).From the beginning, communication was poor and I had to initiate nearly every step. After multiple follow-ups, they eventually agreed to cover the cost of an initial diagnostic visit but provided no local vendors. I contacted every provider they mentioned and many others on my ownnone of them serviced Cooler Depot units. I was left completely on my own to troubleshoot and coordinate a solution.Eventually, Cooler Depot agreed to take the unit back for repair, but I had to find a pallet, wrap and strap the fridge, and schedule pickup myself. The fridge was not working for months, was then gone for weeks, and when it finally came back, I was told the issue had been resolved by pumping the lines because refrigerant levels were low. I asked what caused the low refrigerant or if there was a leak. They couldnt or wouldnt provide an answer. I said I was concerned this would happen againand now it ****** of May 2025, the refrigerator is again not working properly. I reached out to report this and havent received a response in over a month. Cooler Depots failure to provide a permanent repair and its refusal to proactively communicate has left me with a refrigerator thats been unreliable for nearly a full year.Desired Resolution:I am requesting a full refund or a new replacement unit. Recharging the refrigerant without identifying or fixing the root issue is not an acceptable fix. The same problem has already repeated itself, and I have no reason to believe it wont continue.

  Cooler Depot USA

  Date: 06/20/2025

  Dear ******,Thank you for your feedback. We sincerely regret the frustration you've experienced.We want to clarify that Cooler Depot has been actively working to support your warranty claim in accordance with our standard policy. Our warranty covers parts, and per policy, we request the return of the original defective part before we send out a *************** previously agreed to return the part, but as of today, we have not received it. Instead, we were surprised to see this formal complaint without a returned item or a follow-up request for continued service.We are still here to help. If you would like to proceed with the warranty process, please send the original part back or reach out to our customer service team to arrange a deposit alternative. Once received, well be happy to send the replacement part immediately.Our goal is to resolve this and restore your trust. Please dont hesitate to contact us directly so we can move forward.Sincerely,Cooler Depot **************** Team

• Review fromStacy H

  Date: 05/16/2025

  1 star
  I purchased a Cooler Depot 23-cu Frost free Commercial Freezer from Home Depot. A week before the 1 year anniversary date, the unit was not keeping temperature. I reached out to Cooler Depot by email and never received a response. I called multiple phone numbers and they did not answer and there was no way to leave a message. I went to Home Depot today, and they tried multiple avenues to reach Cooler Depot and were unsuccessful. Do not buy this product! Home Depot told me I have to keep trying to reach Cooler Depot (already been 2 weeks). If I keep trying and reach no resolve. Home Depot says they will escalate the complaint.

  Cooler Depot USA

  Date: 05/22/2025

  I sincerely apologize for the frustration you've experienced and the difficulty in getting in touch with us. We actually received your claim just two days before you submitted it to the BBB. We didnt expect you would escalate it to the BBB so quickly.We understand how concerning this issue must be, especially with the ice buildup and fluid leakage you're seeing. Based on your description, it does sound like there may be a loose or leaking line that has caused internal ice damage and affected the fans operation.I escalated this to our service team immediately so they can arrange a technician to inspect and repair the unit. They have already shared the mechanics contact information with you via email.

• Review fromJuan pollo R

  Date: 01/03/2025

  1 star
  I purchased a double door refrigerator January 2nd, and today this morning I noticed that everything my new refrigerator was all frozen. The food needed to be thrown out due to this mistake. I received a frizer and not the refrigerator I purchased. Please take accountability. They did anything about it Att: **** ***** restaurant

• Review fromHeidi Z

  Date: 10/29/2024

  1 star
  I purchased a Cooler Depot commercial fridge last February through Home Depot. The fridge, under warranty, stopped working in May. It had a massive coolant leak and a burned out compressor. The company has been very difficult to reach, and repeatedly through a customer service agent and a manager I have been told that the refrigerator would be replaced, but nothing has happened. It is October now. Cooler Depot even insisted I needed to "strap the refrigerator on a pallet" (this is in my garage at my house). It is now strapped, waiting, two weeks later, and no one is returning my emails or calls.

• Review fromKP B

  Date: 10/14/2024

  1 star
  If I could give this company a zero I would! We are a brand new business that spent thousands of dollars at cooler depot. We bought 4 fryers from them amongst all our other equipment. One of the fryers never worked so we called to either change it or have them come see what the issue was. The employee **** in ******* was very unhelpful and even hung up the phone on us. He proceeded to tell us that even though we spent thousands of dollars with his company that meant absolutely nothing. We asked to speak with a supervisor and he said there was not one. Very sketchy and extremely unprofessional. Very disrespectful!! We are seeking helping through our attorney and will sue this company and **** personally!! I do not recommend anyone go through this company for anything. Go through restaurant for your equipment. Yes it is more expensive but at least you will have peace of mind that if something is wrong with your purchase they will either replace or give your money back. DO NOT USE cooler depot and especially do not work with this person ****.

  Cooler Depot USA

  Date: 10/31/2024

  Sorry for this issue , 40lbs fryer we are out of the stock in NJ warehouse, **** will let you know when the item get in stock, we will exchange the one fryer for you.

• Review fromGeorge Riverhouse bar and grill

  Date: 10/07/2024

  1 star
  Purchased a reach in freezer from company and arrived in non working condition. Notified company of the problem and went back and forth as to who is at fault for this error and there answer was the shipping company not thinking about there quality control as there was no visible damage. Had no compassion as the food intended for the freezer went bad. There attention was more on getting there freezer back instead of sending out a working one right away. There packaging ***** carton is destroyed unboxing the freezer. But needed several pictures of return creat before they were going to resolve the situation . They refused to pick up the freezer until they determined it was packed properly for the return at my cost for pallet straps and construction . I at this time tried to cancel freezer but was offered half the price paid to cancel my order. BEWARE THIS IS LOW QUALITY CHINA FREEZER THAT I THINK WILL ONLY LAST A YEAR OR TWO .

  Cooler Depot USA

  Date: 10/31/2024

  Exchange was issued right after we receivedthe customer's complaint. The freight company advised that the freight was improperly packaged. Because the customer threw the box and the pallet away after receiving the unit. So they were unable to pick up the unit for exchange at their first attempt. Our exchange policy policy on our website clearly state "When you want to exchange a damaged item for new one, item MUST be put on pallet and boxed up again; Once item is boxed up and on pallet, Customer must send picture to ********************************************* to confirm the pick up to do the exchange." Also a 25% restockingfee will be applied if the customerchooses to return the unit without the original package and pallet. The entire return and exchange process is completed in accordance with company policy listed on our website.

  George Riverhouse bar and grill

  Date: 11/17/2024

  Your packaging ***** no one can salvage your packaging they built cheep wood bottom and cheep cardboard sides, never have I been treated so badly by a online company never once admitted that it was there problem. Your product is sub par wish I could of seen them before purchasing . I have buyers remorse

• Review fromDenise B

  Date: 08/19/2024

  1 star
  DO NOT BUY ANY PRODUCTS from this company. Brand new industrial freezer was not working correctly, was not able to change or monitor freezer temperatures on the digital external display. My company serves the homeless and needy with monthly food boxes, we deal with government USDA and food needs to be kept at a certain temp and logged manually in our log book daily for USDA, if not we could be shut down and over 150 families would loose food that they desperately need. They will not answer phones or texts, this company Cooler Depot is a joke. Would have given it 0 stars if I could.

  Cooler Depot USA

  Date: 08/20/2024

  Hi ******, we are sorry to hear that, we talked on the phone, we try to exchange the unit for you, but you said you couldn't put the unit on the pallet. so we can not pick up the unit. if you still want to return, you can bring to local store where you bought it. or call the retailer to start a return.

• Review fromMM J

  Date: 05/22/2024

  1 star
  The Change prices on the spot. not honest at all. Do not recommend. 5/22/2024

  Cooler Depot USA

  Date: 05/25/2024

  We are sorry for your inconvenience, The ocean fee increase almost 40%, some items we can not handle before price. If we get the price lower from factory and ocean fee are reduced, we will lower the price.

• Review fromEsteban M

  Date: 11/21/2023

  1 star
  On Sept 8, 2023 I bought a double Panini Grill. On November 10, ****, it did not turn on. We tried a different outlets and nothing. I spoke with ***** who stated, "we are not responsible because its a quality control issue." ***** informed me that its a manufacturer issue but it has a cooler sticker stating its a cooler depot product. He informed me that they have no control over defected products. He then stated that I could of damaged it and there is no way for him to know if I did. Well if you can't tell if someone damaged it than you are in the wrong business or your just a snake trying to weasel your way from conducting good honest business. He informed me that they only cover parts but not the labor or diagnostic. ***** informed me that I would have to submit proof of the diagnostic and they would have to verify. Their warrantee is a SCAM. Cheap Chinese product that will break, you are better off buying a used name brand or one from ******* till you save up for a real one cuz at the end you will pay the same. Save you time and money these guys are scam artist and even their form of payment is suspicious, like IRS suspicious. I am not their competition, Not a *****, I am just a hard working business owner who bought from SCAM company.

  Cooler Depot USA

  Date: 11/22/2023

  Dear *******,I value your feedback because it is important this does not happen to my future customers. You mentioned here and your rants elsewhere our company is scam. When you came to our office before purchasing, I explained the terms and conditions how our warranty works because it is my responsibility to ensure you make the right decision before making the purchase. It is not a scam when a product was brand new but so happens to go down shortly after a few uses. Like I mentioned in our phonecall, we have no control of units unpredictability having short life spans because of unforeseen circumstances from manufacturing. Like every retail company, we accept refunds and exchanges for defective units as long as customers abide our company policy. We allow customers to bring back their defective product 15 business days and often times 30 to better serve them. It is just unfortunate your unit went down after the allowed refund and exchange window. It is unfair to call our units "cheap Chinese products" when you knew what you were purchasing. Our method of payments are not suspicious like you mentioned because you were aware of our 3% credit card surcharges which is why you paid with a fee free payment method that cannot be traced. In fact, you were at our office for roughly 30 minutes trying to pay us through zelle. I explained to you and every one of our customers the surcharges at checkout are present because percentage are deducted from each sale we don't want to lose. I'm sorry your experience with our product did not exceed your expectations. I hope you will find a better company with equipment for your business. Take care.-****

• Review fromTim W

  Date: 10/18/2023

  1 star
  We ordered a walk-in freezer. Company has awful customer service and installation instructions. No one on the phone could answer any of my questions, the electrical diagram was useless to my electrician. This is on top of the load being improperly packaged and subsequently damaged, which the delivery company would not take credit for due to the improper packaging. Would not recommend anyone doing business with this company.

  Cooler Depot USA

  Date: 10/19/2023

  Hi *** Please email your requests to ********************************************************** If the instructions are not clear for you to installation, I will forward your questions to the factory to help you. Did you write damaged in the delivery paper? if so, we can claim for you, we did insurance in this order.