Airport Home Appliance

I was very satisfied with a recent purchase if a refrigerator from the outlet center in Hayward. I'm new to the Bay Area and had my landlord recommend them to me. I did look at Sears Outlet and Airport Appliance, I liked the selection that airport appliance offers at discount prices. I chose a refrigerator that when delivered was not a good one and it had two major problems I notified customer service and they were friendly and helpful. I went down to the outlet center picked out a different refrigerator the next Sat. and they did the paperwork quickly and painlessly. My new refrigerator was delivered the very next day which was not only on a Sun. but it was Mothers Day! Really appreciated that. Love my new refrigerator and it was slightly cheaper!!! I recommend them!!!

I was recommended Airport Home Appliance by our appliance repair person in Berkeley when our fridge gave up the ghost.

I like the store. They have a ton of appliances there that you can see and experiment with. I realized the fridge I looked at online didn't work the way I expected in person, so I was glad that I came here and glad they had one in stock. They have a LOT more refrigerators than Home Depot.

I had a helpful discussion with the salesman Steven. He made good recommendations and was knowledgeable about shipping estimates and installation process. Unfortunately, the fridge I ultimately chose was not one they usually stock due to its unusual size.

I didn't buy my fridge from this store, but I will be back in the future for sure. Prices were competitive with any other store.

RUN away from Airport Appliance. They don't care about customers, you are nothing more than a dollar sign to them. Once they finish the sale, they don't acknowledge that you are alive. There are so many better appliance stores out there.

Let me give you a rundown of our saga. We ordered a commercial dryer from them. Reviews looked good and I thought it would serve my purposes well. Airport Appliance didn't have it in stock, told me it would take 4-6 weeks. Okay, that happens, I can't expect them to have everything in stock all the time.

The dryer finally gets delivered. It is broken (dryer produced no heat). Again, no big deal. Frustrating sure but you know, every so often a bad product makes it off the line and I just happened to have it and there was no way that they could know this.

I call the sales person, Zach, and let him know what's going on. They tried to get Whirlpool to honor the warranty. There's a catch. Whirlpool only has one vendor in the SF Bay Area who is authorized to repair dryers under warranty? How do I know this? This is exactly what Whirlpool told me. This repair company does not have training to repair this model. How do I know this? This is also what the repair company told me.

We already waited long enough to get a new dryer and didn't want to gamble on having someone with no training repair the dryer. Also, we didn't really feel too comfortable starting the life of a new dryer broken. I told Zach this and he said he would look at getting the dryer returned. Cool.

And then nothing. About a week goes by and I heard nothing from anyone about someone coming to pickup the dryer. I called Zach and he said that he had arranged it and he'd check on it. Another week passes, then another. We reach out and they get Whirlpool on the phone to do the warranty. Whirlpool tells us that this is the only repair company that they have contracted for warranty repairs and the repair company was adamant that they are not trained to repair this model. I again tell Zach this. Just take back the dryer, we are willing to buy a different one from you all, just take this back.

Nothing. I call support and they said that they will file a support ticket with highest priority. A month passes, I hear absolutely nothing. I call again, support says they will file a high priority ticket. I am still waiting for a call back.

At this point we just did a chargeback with the credit card. Fortunately I documented everything and we were able to get our money back. We went to Lowes and had a great experience. My personal belief is that Zach or upper management didn't want to effect their sales numbers and so they just chose to ignore us.

So my warning to all of you is that you are nothing more than a dollar sign to Airport Appliance. They want your money and if things go south they WILL NOT do the right thing.

I have noticed that the last few reviews from this year are all one star. I guess they just don't care about customers. It is all the same thing. They go dark on you because they aren't adult enough to handle customers after the sale.

Again, there are way better appliance stores in the Bay Area. Give your money to them before you even THINK about giving business to Airport Appliance. I honestly have half a mind to report them to the AG if they are going to be this unethical.

Updating this review months later after considering how bad things went all around. Would give zero stars if it were an option.

A summary of what went wrong:
- Miscommunication of delivery times: it was OK when the reschedule happened 1x, but at some point they kept rescheduling my delivery over and over... no new ETA, no clarity on when things would be set up. I had to keep hounding them until the last item was delivered. Once the last item was delivered (dryer), it was discovered that the dryer cord was not included... they scheduled a delivery for the following Wednesday for the cord but by that time I already installed the dryer myself. I ordered on Black Friday and didn't receive the dryer until after Christmas!!! Terrible.

- Bad refund process: there were multiple items included in the order that weren't needed and scratched appliances. Scratches happen and I'm not super particular about that kind of thing as long as we get a reasonable refund. They offered to refund for the damage but their policy was unclear. It took until February to provide a refund after calling the manager directly... he never answered his phone when he was supposedly in the office. I'd call the store to try to connect and there was this passive aggressive employee who said he was in a meeting. After getting attitude I asked for their name and they hung up on me! Ultimately, they gave a refund but not the full amount that they said they would, still no reply to email back in February about it.

Overall, horrible customer service. The sales guy Zak tried to help but at some point his reassurances stopped working because delivery delays, management sucks, bitter employees. Avoid this place and just go to a big box store if the service isn't going to be any better at a local establishment like this.

Yes, they reached out to me about this review. Was it to make things right? Refund the delivery fee? No. Discount delivery fee? No. Do they offer free delivery, regularly to customers? Of course. So no, this performative response from Airport Home Appliance in no way addressed my concerns. Another customer service fail, another reason to not buy anything from Airport Home Appliance. Buyer beware.

Service | 0/10
* a simple hello or welcome goes a long way. In a customer facing role, this is important and should be a part of one's role. We didn't get this at all, instead we were met with stares as we walked around looking for what we were intending on buying.
Selection 8/10
* they had a lot of product and selection but unfortunately not what we were looking for. We went to Best Buy since they had what we needed.

I was recommended to go here by both my contractor and my neighbor.

When we arrived, we were helped right away by Zac, who was extremely knowledgeable. I had a lot of questions about high-end induction stoves and he had a lot of insight regarding quality of service in the Bay Area. For example, there's an Italian brand that virtually has no service options. Who wants to buy a $15k stove only to be stuck with it if it doesn't work?

Zac also gave us a competitive quote with references for rebate programs.

4 stars though because a lot of their appliances are not hooked up. It's really important to power up a vent hood fan for example to test it for strength/speed and noise.

BUYER BEWARE. Horrible customer service. We purchased a $15,000 Wolfe range. They sent out a service person to recommend an air filter to go with the range. 6 months later we have no air filter. They do not answer calls or call back. They do not reply to emails. We purchased 2 air filters that were recommended to us only to find out neither works with our home set up. It was painfully difficult to return them and we are still sitting with an unopened box of one. Months have gone by and in the rare chance we do speak to them we are told they are working on it. They will be quick to sell you something and slow to no existent in the customer service back end. I will never buy appliance from this company again. My trust is shattered.

Airport Appliance is very shady they sell very expensive appliances but you don't get the service you are entitled to very shady I would not recommend this company to anyone beware the warranty people don't call you back and they have different numbers that's out of service everybody is so nice but when they get your money it's a whole different thing so please beware

Terrible customer service. It was a big purchase, 6 appliances for a whole kitchen remodel. Jer-ray got belligerent and rude when I changed the order to drop the expensive $8899 refrigerator.

The purchase is still $11,000, not a small sum at all. After agreeing to let my delivery go as planned, and just refusing to accept the fridge at delivery, so the other 5 appliances will still arrive on the same delivery date, he cancelled my delivery without telling me. This despite the text confirmation from the delivery company just the day before.

He also tried to tell me that my new cabinets can only fit the more expensive built-in refrigerator. NOT TRUE. I put my contractor on the phone to prove him wrong. After that, he continues to belittle and insult me.. No one needs this kind of rude service from a con salesman.

My contractor advised me to just cancel and get the appliances elsewhere that offers great service.

UPDATE: I provided the business owner with my invoice details, contact info, and more context about my interaction with my Airport Appliance contact and she promised they would contact me.

I never received any call, email or outreach beyond what was publicly posted on Yelp and a singular DM saying they'd be in touch ‍

Just being transparent to other possible clients/customers that their words and prices are great but though and through their follow through is lacking.