I rarely leave negative reviews, but my experience with Froggy's Fog has been extremely disappointing.
I purchased a Titan Ice machine that never worked properly from the day it arrived. Rather than immediately asking for a refund, I spent a considerable amount of time working with Froggy's Fog to try to resolve the issue. I worked directly with Eli, Mitchell, and other members of their technical support team, exchanging text messages, videos, and performing every troubleshooting step they requested in an effort to get the machine operating correctly. We even opened and used one gallon of fog fluid solely because their team instructed us to use it while diagnosing the problem.
After exhausting every troubleshooting step they requested, I was informed that they would not issue a refund because I no longer had the original shipping box. In my opinion, this completely misses the point. The issue was never that I changed my mind or simply wanted to return the machine--it was that the machine never functioned properly from the moment I received it.
What made the situation even more frustrating is that I am now being told I have to purchase a pallet, strap the machine down, and prepare it for freight shipment before they will accept it for repair. The problem is that is not how the machine was delivered to me. It arrived by UPS Ground, without a pallet, and I have photo and video documentation from my security cameras showing exactly how it was delivered. I don't believe it's reasonable to require a customer to incur additional expense and prepare the equipment in a completely different manner than the manufacturer originally used to ship it.
From my perspective, this experience feels like the company is relying on technicalities in its return policy instead of standing behind a product that arrived defective. I acted in good faith throughout the process, cooperated with every troubleshooting request, documented everything they asked for, and gave them every opportunity to make it right. Unfortunately, I don't feel the same level of good faith was extended to me.
I encourage anyone considering purchasing from Froggy's Fog to carefully consider how warranty and defective product issues may be handled if something goes wrong. My experience has been that even when a product allegedly arrives defective, the burden can still fall heavily on the customer. read more