Airport Home Appliance

Reviews 3

CH

Charles Wallace

I almost bought a fridge from Airport a year ago, but my repair guy figured out the problem and got it up and running again for far less than the cost of a new model. While he was off researching fixes for that evening, I did research to determine what I wanted, and who carried it for the best price and customer experience. Though the warehouse hardware chains had the model for less, their reviews sucked and were full of tails of broken items and awful customer service. To me, spending a little extra is worth the order-of-magnitude improvement in the buying experience. Fast forward to a few months ago when my washing machine motor died. Since the dryer was the same age, I decided to buy a matching set. I already knew what store I would buy from, I just needed to figure out what model I wanted, and if they carried it or something akin. It turns out Airport had exactly what I wanted, and at a price that was slightly less than MSRP and slightly more than the warehouse hardware chains. I went in and was greeted by Nathan, who listened to my interests and showed me what I was looking for. I already knew about the various rebates available, both from Airports webpage and my own independent research, and I wondered if he would disclose them to me. He mentioned the rebates without me bringing them up, and even brought me all the forms to fill out for them. One of the additional offers was to buy pedestals for both machines, which worked out to "BOGO free". I wasnt interested in them, and thankfully Nathan did not try to upsell me on them. He just gave me the flier for it and said, "Here - we have this other offer if you are interested," and left it at that. Part of my planning was to print out the prices of the same make and model at the warehouse hardware stores. I showed them to him, asking if they could match the price. He went off to talk to his manager, and came back with a lower, but not quite matching price. I demurred and he asked if Id be willing to buy today if he could knock it lower. I agreed and he went off and came back with an even lower quote that was only slightly above the warehouse prices. We made a deal, he didnt pressure me on the extended warranty, and he did the paperwork quickly and waited patiently while I discussed delivery times with my wife on the phone. He gave me a 4 hour window for the day of delivery, but said that geographically (due to the optimal delivery truck route from where it originated), I would probably receive it earlier in the window than later. On the day of delivery, the truck did arrive only a half hour into the 4 hour window, much to my delight. The delivery team quickly and efficiently set up the machines, tested that they powered on and that the dryer got hot, and carted the old ones away. Due to a prior plumbing issue (whole nother story), they did not secure the washers drain hose. However, they also did not leave me with the part that would secure it; I dont know if that was oversight or if that part was simply not in the collection of pieces that came with the machine. After the plumbing was fixed, I contacted Nathan and told him about the part. He said hed look into it and get back to me. Later that day, he gave me a call; he didnt see anything like what I described bundled with the same models in the shop, despite the part appearing in their setup instructions. He checked other models and found one on a different brand, tested that it would fit my model, and saved it for me. I came in the next day and picked it up, took it home, installed it, and tested the washer. I called Nathan, told him all was well and thanked him for his help in the whole process. Altogether it was a positive, (relatively) low-hassle experience.

JU

Julie Goode

My 83 year old mom bought her dryer there. Unfortunately at my urging. I have had great experiences every time I have purchased my appliances, though I really never needed anything once I got the appliance. The day they were delivering the dryer, (which she paid extra to have installed professionally), she had been robbed. The police were at her house, and it was quite chaotic. The installation was a joke. She showed it to me yesterday, and its sticking out so far from the wall, its ridiculous. Sloppy, and hardly a professional job. She should have save her money, my husband could have done a much better job. She also got a call yesterday morning from the financing company that they hadnt received her payments. She had been asking me if I had received them in error, since I have purchased appliances on this credit line before. I had not. So, my mom went in to Airport Appliance yesterday (Saturday, November22nd). Whatever female was working in the circular area in the middle of the store the morning of Nov. 22nd, should be questioned and fired. She was snippy and rude to my mom. She said they have nothing to do with financing, my mom would need to call another number. She knew that. My mom knew that. She just wanted to know who the financing company was, and when she would have gotten her first bill time wise. Then, my mom said how the dryer isnt drying correctly. Again, the woman said, thats not our problem and handed her Whirlpools 800 #. Fine. Thats pretty standard. However...her demeanor and out right rudeness has turned my mom off. Unfortunately she is going to be starting a remodel in her kitchen. She told me she would NEVER use Airport again. Unfortunately also...I will be going through a remodel. Because my mom was treated so poorly, my allegiance is with her. I shall also never shop there for anything. And, I will now Tweet this, and Yelp this, because how anyone could be sooooo "helpful" during the sale of something...And, then provide not once of empathy...ESPECIALLY to an 83 year old woman, is really beyond my comprehension. I am sooo glad that the economy is doing sooo well, that you can afford to turn away thousands and thousands of dollars in business. Good for you!

SU

Suzanne Zazzi

Of all the sales associates, Janelle Cedusky, a manager at the San Jose store on Bascom, is superb! Not only is she knowledgeable about all the appliances, but she is very professional and takes great care of Airport Appliance customers. In my case, she really went to bat for me and I so appreciate it. She got me out of my 2nd lemon KitchenAid refrigerators, owned by Whirlpool, and into a refrigerator of my choice. I chose a completely different manufacturer and am deliriously happy now. The refrigerator works, it was bought and delivered in a period of days, and Janelle checked with me all along the way to make sure everything went smoothly. And it did. I can’t thank you enough, Janelle! You are outstanding! Overall, I have bought 6 appliances in the past 14 months at Airport Appliance, and will continue to purchase and recommend Airport. You are all knowledgeable, helpful, courteous, prices are right, shopping is easy and enjoyable with great water, and the purchase and delivery very smooth. You are a great team. And thank you for being there when there are problems. There is nothing like great customer service, great products, and happy customers. Background: Janelle easily handled a problem I had with Whirlpool. My 1st KitchenAid fridge was a lemon 1 year and 2 months ago. Whirlpool refused to exchange it and kept sending me a reputable repairman out about 8 times in 1 year. After a year, they let me exchange the lemon for another KitchenAid. It turned out to have the same problem. I was livid. And yes, Whirlpool wanted to fix it for another year. About 2 months and 1 service call later, I went to Airport Appliance and explained my situation. Janelle was very understanding and took care of it, regardless of the ‘NO’ for an exchange from Whirlpool. I bought an LG and a few days later, it was delivered! I was beyond happy! The transaction was extremely smooth and I started smiling again. Thank you, Janelle, for getting me out of another 10 months of Whirlpool repairs. You are an absolute angel. Thank you! Suzanne Z.