Terrible terrible horrible service
Terrible terrible horrible service. I brought a NEW dishwasher. They did not tell me the time they delivered. They delivered an opened box dishwasher, with 2 wires instead of 3. I complained and they refuse to give me a new one. They forced me to be their to sign the pick-up for the return. I don't have time waiting all day for them to come on their hour. Now I waste a whole week with them, waste $150 on installation that cannot be done because of the appliance problem. and they just wash their hand off.Terrible terrible horrible service.
Khavle CME
I bought the refrigerator from them and…
I bought the refrigerator from them and the sales person helped but he did not tell me that you need cooper piping for water and did when it was delivered by third party they did not want to do any because it plastic piping. The third party person on the phone was very rude and when I called the sales person he was not nice to me either. When he ask do you have setup bulb and my daughter told him that it is under the sink. I am just an just a buyer if he would ask me clear questions i would have it ready for my delivery. Sales person saying that you have to hire a palmer to insult the piping and just because i am a lady they treated me really bad the sales person and third party delivery person who was on the phone not the drivers they where very nice. I had to call my son who leaves far and ask him the questions. My husband just died and I am trying to cop with Trauma and I was treated really bad.
Satia
This company took little responsibility…
This company took little responsibility for the overall customer experience. Instead, they blamed the issues on their subcontractors. The warehouse and delivery aspects of my recent purchase were so bungled it was hard to believe. From communication, to scheduling issues (including not showing up) to supposedly losing my item, to it not being in the truck when they finally showed up, it was a nightmare. A good showroom experience is not all a customer wants. A reasonable business makes sure all is handled efficiently until the purchased item is up and running in the customers' home. I would never do business with this company again.
SUZANNE STROH
Terrible customer service
Terrible customer serviceCustomer service, completely disorganized and inept establishment. I ordered an appliance and delivery person never came. I tried to follow up, each time talking to a different individual and explaining the problem over and over. No progressso l cancelled the order with Mr Talib in Hayward. Never got a cancellation receipt in email or text. That night delivery c contacts me with delivery time for next day. I cancelled the order!!!! So stressful going round and round. YUCK!
Jerrydude
Seems like they have fixed their issues…
Seems like they have fixed their issues as my latest purchase was quick and easy and the price was great. They answered quickly, took the order, and delivered and installed 3 days later. Could not be happier!
Lifemachine
I would never shop here again
I would never shop here again. While the appliances are high end the customer service was the opposite. We purchased a stove which ended up blocking a drawer in our kitchen. For the amount that we spent I thought that the store would try to work with us to correct the problem. One manager, Marcus, tried to be helpful, but overall the experience was frustrating. We have shopped at so many places, this ranks with one of the worst experiences. For the amount that we spent on appliances I would have thought that they would value customers first. There are lots of choices for appliances and we will definitely look to other places in the future.
George Surmaitis
$50K Purchase, No Accountability
I spent nearly $50,000 at Airport Home Appliance on Gaggenau products. From the day of delivery, three appliances were defective — a steam oven that never worked, a faulty warming drawer, and a malfunctioning induction hob.Instead of ownership, I’ve been bounced back and forth between the retailer and the manufacturer for months. I’ve been given contradictory updates about shipments (“already shipped,” then “still in transit,” then “out of stock”), and even told by an executive that I should try to buy my own replacement locally and seek reimbursement.As the seller of record, Airport has shown no accountability. They are happy to take the money for a luxury purchase but disappear when there are serious product failures. For a premium purchase of this scale, the service and follow-through have been appalling.
Sean Foy
Installation services are misleading
The sales experience of purchasing the range hood with Curtis F. at this location went well.The installers came out for a pre-installation measurement. They said they wouldn't do the finishing work such as paint. They said nothing about needing sheetrock/drywall. We said we were OK with finishing the paint ourselves.Day of installation, as they're finishing up, the English-speaking installer asked if we had sheetrock so they could patch up the ceiling. We did not have any on hand, and were unable to leave the house to go get any. They did not offer to go out and get any drywall themselves (there was an ACE hardware store 0.9 miles away). The installer said that management tells them not to carry sheetrock/drywall with them because it slows down and makes them late for their other installation jobs.Since they made no offer to finish the work themselves, we said we would look into hiring a handyman to patch it up.He had the nerve to ask for a 5 star rating on his way out the door.Well I’ve contacted a handyman I've worked with several times in the past and I've been happy with their work, who said it would require removal of the island range hood to patch up and it was out of their scope.Another GC said they can do it without removing the island hood for $320. So we paid $1k for installation of this range hood with unfinished work. Joe of the Airport installation dispatch team said the installers are willing to come back out for $250 to finish it, which is ridiculous. The claim in their notes is, "Customer agrees to have GC do finishing work." No, we agreed to finish the painting. We did not discuss who would patch up the ceiling.I would have been happy to pay an additional fee for them to pick up the drywall and patch up the ceiling at time of installation, which they made no offer to do so, so that seemed off the table.I have called and left a voicemail for Curtis F. the Concord location with no response. Multiple calls to the installation team, including multiple conversations with Joe, have gone nowhere and I keep having to call to follow up. on Thursday 7/24, I was told they'd call me back in several hours--it is now Monday afternoon with no response. I will never recommend Airport Appliance for installation, ever. Do yourself a favor and go appliance shopping/installation services elsewhere.
Ashlie Clay
If you'd like an appliance that works…
If you'd like an appliance that works and customer service that can understand the simplest of requests, I would advise you to shop elsewhere. Not only did our new dishwasher not turn on when we got it, customer service ignored my request to call my wife and not me because I was going to be asleep as a night shift worker. So they called three times to ensure I was awake. I will never buy anything from them again. Now they won’t honor the extended warranty I paid for and said we need to call Bosch. YOU sold me a defective dishwasher and I paid for an extended warranty, YOU fix the problem
Ray Gregorich
Zero communications
Zero communicationsOrdered a washer that requires special order. Received a call a couple days later confirming it will take 2 weeks to arrive at the warehouse.Fast forward - 3 whole weeks later, still no words so I decided to call. Only to be told that it will take another 2 weeks and the agent over the phone won't give me a reason on the delay and will only answer "this is the date they got in the system".Emailed the company about my complaint; One week later still no reply.If you do have to order from them, keep a very close eyes on the order status and give yourself plenty of time to prepare for delays. They won't give you any updates after they took your money.
Gary
Installation of washer terrible
Installation of washer terrible. Installer failed to put the water hose outlet in correctly and water came out all over wall and floor. sheet rock destroyed and now the store is ignoring the situation. No callbacks from multiple emails and calls. They don’t care after they take your money!!!
Michael HOWARD
Beware of Airport Appliance To anyone considering a purchase at…
To anyone considering a purchase at Airport Appliance, buyer beware! I purchased an expensive refrigerator from Airport Appliance and it recently broke. Luckily I purchased an expensive extended warranty with my original purchase only to find out that neither Airport Appliance nor Centricity warranty would return my calls. Needless to say, the situation has only worsened; last night my freezer section of he refrigerator failed causing the trashing of it’s contents all the while showing a -1 temperature reading! It’s been 3 weeks of constant complaints to both parties and absolutely no return phone calls or help. My only advice to anyone considering Airport Appliance or a Centricity extended warranty is to “run and never go back!”Sadly, I think the consumer had a better chance purchasing from a “big box store.” I wanted to support the smaller business but cannot do so in this case. Terrible consumer experience!!!!
Tom Mulvihill
Don’t Purchase From Them
Salesman sold us a dishwasher that was ADA compliant and never told us. The one he showed us in store was not ADA but full size (bait and switch). When they installed the dishwasher our dishes would not fit because trays were too small. When we went to talk to store, they said other customers had the same complaints but refused to do anything to resolve the complaint. We were willing to pay more to buy a different one but you only have 48 hours to return and must be defective. By the time we realized it was not standard size it was too late. Terrible customer service. Will never buy from them again. Had to buy another one from someone else because the unit would not fit our dishes. Also the installer did a terrible job installing. When we went into store to complain about install with pictures. They agreed it was substandard. They said they would have someone come out to fix and we never heard from again. Again terrible customer service. Buyer beware!
Gary Wilson
Terrible experience on multiple levels
Terrible experience on multiple levels! First, salesman at San Raphael, Alex, told me on the phone he had in stock the wine cooler I wanted to buy. I came to buy and pick it up in my truck, he lied. Not in stock and he knew I was coming with my truck to pick up. Second, bought on line to pick up at warehouse in Hayward. They over charged my credit card. Third, after a text and phone call with customer service that it was ready for pick up; I drove 40 minutes and another toll bridge fee to be told they were not doing pick ups due to inventory and the text department and customer department LIED to me. The manager, Siad, promised to my face, he would have it delivered the next morning before 10 am!!!! Around 8am he had a customer service girl call me to say he LIED, it would not be delivered as promised. What an unprofessional manager who did not have the guts to call me directly and hid behind this girl!!!!! What a whimp and unprofessional. I asked that the general manager or CEO call me due to all of the lies, but no call since they DON'T CARE ABOUT CUSTOMERS OR HOW THEY ARE TREATED BY THEIR STAFF. The purchase was credited back to my credit card, but I am out gas and tolls, and time. Be aware, and think twice before buying from here. I will NEVER BUY HERE. I am a contractor and I will not refer them to any of my clients.
Mike
Won't respond to contact form
Want to feel gaslighted and ignored? Submit an inquiry via the Airport Home Appliance contact form. You will never hear back, and the chat function only works during business hours. No one will ever get back to you. I am avoiding them now -- if I purchase and have an issue, I need to be able to reach somebody!
Jessica Mierau
Everything bad except the installer who was great.
I purchased the GE Monogram 42" built in refrigerator and matching top of the line dishwasher. I was told the dishwasher was in stock and the refrigerator was in stock in LA. I was very specific about the measurements of the existing space occupied by the KitchenAid fridge that was being replaced. I was told not to worry by the salesperson, it will fit, the installer is great.Well the installer, (who was the best part of the experience, he saved the day on both the fridge and dishwasher install - Shawn Gomez, subcontractor, S&T Appliance Installation) had to rip out the floor of the new cabinets above the fridge to make it fit. I had just done on my kitchen remodel, not fun ripping out new cabinets you have just done on a remodel, then paying again to have the cabinets above redone to accommodate the new fridge. Communication was consistently horrible, I had to call and text the salesperson multiple times for the status of the dishwasher which was supposedly in stock when I ordered and paid on 9/4/23. Each time he said he had to check with the delivery/install department. This happened 3 times. The last time, I was told the dishwasher would be installed on Wed. 10/18/23 by the salesperson, that I would get a call on Tues. 10/17/23 with a delivery time. No call on Tuesday until after 5 pm by the delivery folks, informing my dishwasher had not arrived yet, and that the delivery would be made on Friday 10/20/23.I finally had my dishwasher installed on 10/20/23, about 7 weeks after I ordered on 9/4/23. One of the rails for the utensil rack was inside the dishwasher but not mounted. I have now called GE for a technician to come out on Friday 10/27/23 to address the faulty rail. I don't know that I will ever use or recommend Airport Home Appliance again. I had high hopes. There is a serious disconnect between the sales department and the delivery/install department. I am not sure who was lying, but getting my dishwasher 7 weeks after I was told it was in stock is ridiculous.The installer told me during the install that the salesperson I dealt with had just quit, due to all the frustration with how the company manages logistics. That does not surprise me.
Mathew Brinitzer
If I could give 0 stars
If I could give 0 stars, I would. Absolutely terrible experience with this store and the business as a whole after they took our money.Had to call for 2 weeks to get an installation date after the appliance was already delivered to Airport and ready for install. They charge 90$ to do a “home inspection” to check and see if what you bought will fit. For us they told us that we needed to have a couple cuts to our countertop at 150$ a cut. They also mentioned that the drawer under the cooktop may stick out an inch after and we should shave the back the drawer down. Well finally on the day of install, complete and utter disaster. They didn’t cover any aspect of the kitchen as promised, so everywhere is covered in granite dust and a complete mess. They also tell us that our drawer cannot be reinstalled and would need to be cut (more $$) and basically rendered useless in order to put it back in as it would be 1-2” deep now.So our entire living room and kitchen are COVERED in toxic granite dust which includes all of our 1 year olds toys, high chair, etc. Oh and our drawer is sitting on the counter impossible to use.This doesn’t even go over how terrible of an experience getting our installation date was. Which was ~6 weeks after we bought the items and 4 weeks after they were received by Airport ApplianceDon’t give this unethical and unprofessional company any of your money.
Dem Nod
Do Not Buy An Appliance (dishwasher in…
Do Not Buy An Appliance (dishwasher in our case) from this place..They will first try to sell you the pricier option. Next once the contract is signed and payment exchanged for delivery. You wont hear from them even when the appliance is delivered to their site. Once you reach out and find out the appliance is now ready to be delivered to your home and installed, their scheduling team will be unavailable to setup an appointment. You will pretty much have paid for an appliance atleast 1 month in advance. Better off buying anywhere else but here.
Vice Sam
Installation was terrible
I bought a range which was a good price and delivered promptly. The challenges happened during installation. The delivery team said that our pipes were non-standard and that they couldn't install it. They told me that I needed a plumber to come and install an adapter to make the 5/8 gas line fit.I called a plumber who came and said, "no, they had it wrong. You have a standard size". The plumber was able to install the gas range within an hour and had time to test everything. This cost me $200. When I called Airport Home Appliance, they said they couldn't refund this amount or do anything about it. The Customer service team was nice but their policies wouldn't allow them to do anything. I'm going to take my business elsewhere to Home Depot/Best Buy now for future purchases.
James Lee
Scam artist.
artist.I tried to buy an appliance from them. The game they play is directly out of the used car sales training manual. If you pick it up yourself you may get something but if you want it delivered your in for a whole lot of frustration lies and no delivery. No matter how many times they reschedule the delivery you will only receive excuses from someone who has no working English in him.Avoid this nightmare.I finally got a refund for an item I never received after playing their game for 2 weeks.Went to H.D. and it was delivered the next day.Forget these losers and go to a reputable box store that has better things to do than play games with the Customer.
Dan man
