Airport Home Appliance

Reviews 3

JI

Jim Fortes

The folks at Airport Appliance are friendly enough and more than willing to take your money when purchasing something from their store. The problem started when I was told the item I purchased was not in stock and would have to be ordered and would show up in a weeks time. No problem, sounded like a normal shopping experience. About a week later I got a call from one of their representatives who left a message stating the item was now in stock and could be delivered the following Monday or Tuesday. I called Monday and requested the item be delivered Tuesday and was told that evening I would get a call letting me know when the delivery would arrive, the time slot was 11 AM to 3 PM. I would also get a call from the delivery crew within 60 minutes of their arrival. So with plans to stay home for the day I waited for the call to come. At 2:45 PM I had not heard anything so I called the Redwood City store inquiring about my promised delivery. The young man looked up my order and told me the item was not in stock and would not be delivered when promised. He then tried to sell me a cheaper model close to the one I paid for but I advised him I wanted what I purchased. He asked if he could call me back within 30 minutes to see what happened and provide an explanation. Within about 20 minutes he called to confirm the item was intact not in stock and therefore would not be delivered. Since the item was a refrigerator I had removed the old unit, cleaned up the space, and had the old unit sitting in the middle of my kitchen. Not convenient but for a day or two no big deal. But now knowing I would not see my new unit for who knows how long I decided to request a full refund from the representative that called me back. He said he would take care of it right away and send me an email with the invoice showing the refund. After about 30 minutes I did not get an email so I decided to go directly to the store and get my refund. When I walked in at least three salesmen asked me if they could help, again very willing to take your money. When I met the young man who I talked to over the phone he said he got tied up and had not gotten to my refund. The man sitting next to him said they normally take care of refunds at the end of the day. Well, since I have a customer service background that kind of response is not acceptable. When a customer is not satisfied the representative should do everything in their power to rectify the situation even if that means a full refund. Now the old fridge is back in the space and it is starting to look very good as I really do not want to deal with another purchase right away. I am sure there are a lot of other retailers that provide good customer service but Airport Appliance is not one of them. Even if their price is lower stay away!

LE

Leah Taylor

My rating of 3 stars is based on the service at Airport Home Appliance, which was as follows: 1. I purchased a queen bed and two pillows at the Redwood City store and spent over $1100.00. The bed arrived in 3 days with no bed frame and I specifically told the salesman that I needed a bed frame because my old bed was a Cal King size bed so needed a queen size bed frame. Furthermore the delivery guy did not want to take the old bed frame said they would only take the mattress. I immediately called the salesman only to learn he had the day off so had to speak to his manager. Thank goodness his manager was able to help with ordering the bed frame so I can get it the next day and worked it out with the delivery man to take the old bed frame. If this experience wasnt bad enough the real nightmare started with the pillows, as only 1 pillow was in stock so the Salesman had to back order the second pillow. The salesman said the pillow was not in stock so he had to order it and it would take 7 working days to get it. On the 7th day I called and was given the run around and told the salesman was mistaken and it would actually take 10 working days. I decided to inquire about this missing pillow and found out the salesman did not order this pillow or that it came in but was not put asside for me and somehow was sold so the process of trying to locate another one started. Too make a long story short, I found that this office does not have a handle on their inventory or how to follow through with orders. The salesman was Mr. Frank Santa Maria, who to date has never called me back to make sure I got everything I ordered. I finally got the pillow 15 days later and could not believe a company as big as Airport Home Appliance had so much trouble tracking down a pillow. The manager at Redwood City was great, and someone named Ricky was extremely helpful and if it werent for them I would have contacted the BBB and not given any stars because of them Im giving this place at least 3 stars. I love my new bed and the pillows (Temprapedic) are outstanding but I spent over $1,000 so expected better service and didnt plan on spending so much time chasing down a pillow or spending the first night on a bed with no frame. I hope service improves at Airport Home Appliance.

LA

Larry Neumann

We bought a full kitchen of stainless steel appliances from Airport Appliance in Dec 2014. The sales process was fine, the prices were higher than some others, but they matched to bring their prices inline. I thought I was supporting "the little guy" by buying here. The delivery date came and went with no contact, and no appliances arriving. I contacted to find out where the appliances were. No one had arranged delivery. 4 days later, delivery happened. But it turns out that the people that deliver are different than the people that install the appliances (hookup stove, dishwasher, range microwave, etc). I called Airport again and, you guessed it, nobody had arranged the installers. The delivery people were also very rude in my opinion. Dropped the stuff in the living room and took off. I hooked up the stove myself and a few days later, a very professional installer came and hooked up the dishwasher and microwave. Both the delivery and installers are sub-contractors, and Airport Appliance told me any concerns I had with them are not their problem. I contacted management at Airport Appliance by email to suggest that they would have happier customers if someone cared about anything that happens after the sale. For example, arranging delivery and installation the same day or within 1 day of each other. Nobody replied. My wife called to speak to management and they yelled at her and told her we were the problem. I looked up Airport Appliance at Glassdoor and that answered a lot of my questions. It appears it is a terrible place to work, and management doesnt care about anything but capturing sales. Stories like mine are not just frequent, but appear to be the norm. I would not buy anything from them again.