Airport Home Appliance — Attraction in Emeryville

Walked in 8/29 to check out the Labor Day deals. My husband and I were looking for very specific components in a fridge and that day Elliott helped us and that day he was great. Found a fridge that was larger than we were thinking, so we had to go home to measure and that’s when the problems started. We called the store that day and told Elliott that we wanted it and a dishwasher, totaling somewhere in the range of $12,000. Spending that amount of money, comes with the expectation of impeccable service, and it’s been anything but. We gave Elliott our CC information, but days went by and the card was not charged. Eager to see our purchase go through after a week, as we were in the middle of remodeling and needed to know the electricity pull for our electricians to do the wiring, we went back into the store. He told us he was backed up from Labor Day, but that the items were ours. Weeks went by and despite calls and emails, there was no movement, so we went back in with the excuse that we were looking for something else, but hoping it would light the fire. Still nothing, so we went in a third time on 9/21 because apparently you have to beg these people to take your money. Elliott wasn’t there, so his co-worker took the card. The purchase went through, but there still was no communication until 10/13 when someone called to set up a delivery. When I say no communication I mean we’d call the store, which could never connect him or respond to voice messages, tried his personal line, and sent emails to the address on his business card, but never heard from a soul. Occasionally you’ll be connected with India, but these employees are useless and will just connect you back to the store. It’s the no-communication circle jerk. Anyway, on 10/13 we scheduled the delivery for 10/20, but unsurprisingly, the truck shows up on 10/16. We couldn’t accept an early delivery because by this point our construction workers were finishing Sheetrock, which is why we scheduled it for the 20th in the first place. They took the stuff away and we never heard from them again. By now, I was too embarrassed to go back in, so my husband and his brother walk in again and talk to Elliott on 10/28, who says the fridge will be delivered on Friday, 11/3. But tries to tell my husband he’d just call him later, and has to be prodded to put us on the schedule. We receive an email and a call the previous day saying it’s coming, so we clean out our old fridge, leave everything out for the majority of the day. And then 5 o’clock rolls around and no one shows. Can’t get through to anyone on the delivery line, so I call APA and speak with India who connects me to a guy at the store who not only tells me that he can’t tell me where the delivery is or when it’s coming, but has the audacity to ask me to hire my own people pick it up myself. Which is funny bc I’m pretty sure it’s the same guy who took our credit card like it was nothing. This is the kind of service 12 grand buys. On 11/4, I walk in again. This time I speak with manager Michael who tells me our delivery was never actually scheduled, but cleans the mess, and (finally) gets the fridge to me on 11/9. He is the reason they get any stars, but he also promised my husband and I a food allowance for the spoiled food and told me 1. That he’d help me find or order the rack that was missing from fridge and 2. Would help us with future orders, but has now ghosted. For the record, my husband and I are super nice, super chill people, and have been more than patient and gracious waiting 2+ months for 2 in stock, floor model appliances and dealing with the awful service after spending an exorbitant amount of money. Needless to say, I don’t think it’s too much to ask to, at the very least, follow through with their promises to make up for the bad taste in our mouths - especially as we were trying to spend more money there! It’s mind blowing! I’m just glad we don’t own a gas car, because I’d be extra pissed to have wasted all those dollars just to get a hold of anyone. Save yourself the headache,...

I'm very sad that after all 20* years of doing business with these folx, they decided to treat me very poorly. I need a new washing machine. I didn't budget for a new machine, and have limited funds, so want a scratch and dent model that is in good working condition.

Since I have always had such good service in the past, i called Airport Home Appliance, and spoke to Jessica. She told me there were lots of options and to come on down & ask for her.

When I got there, I asked for Jessica, and she took me to where the open box washers are. She was pleasant enough. When I picked a washer, she told me it was her first time selling this type of appliance, and needed assistance. I was very patient & told her & her associate that I've bought all my appliances for the last 21 years from them. I remarked on how reliable they have been in the past.

Fast forward to today- they made me pay to deliver a broken machine. I am a senior & disabled, and I had to move a lot of heavy stuff, including my gate, take up my whole day to get a washing machine that was broken from the get.

When I called Jessica to tell her, she acted as if I had done something wrong. She kept telling me this was her first time and that she is new at this - I told her it's also my first time getting a broken machine delivered to my house! It's a Friday night, I'm sitting here with my gate off - no security and no washing machine.

When I talked to her and asked what she was going to do to help me, the answer is basically nothing. She's not even going to refund my money until they get the washing machine back and make sure it's in good order (as if I did something to it). It's a 200 pound machine. I wasn't playing ball with it. I never actually even touched it. The installers set it up.

I also discovered Jessica sold me a $30 set of hoses that I don't need/can't use. She insisted I buy them. They are too short to work with my set up and the ones I have still work.

I then asked if there was any way I could sign a waiver so I did not have to come back down there (disabled) and just buy another floor model over the phone (I had a specific machine in mind) & the answer was "no". "No, and we can't deliver it to you until next week because my drivers are busy!" So in other words, she wanted me to come down there again and go through the whole lengthy paperwork process (she's inexperienced) Just so I could sign a paper saying I realize there are scratches on the model or that the model is an open box. Never mind the fact that the washing machine might not even work when I get it. They offered no compensation for the huge amount of inconvenience and time suck that this was.

Wow. I guess I'm going to be going to the laundromat this weekend. Thanks, Jessica! So glad I got to be your first NOT. No empathy, no service, no nothing. So no more business for you from me.

Delivery folx/installers get 5 stars, however. They could have just left me with a broken machine and I would not have known until I tried to use it. Then I would have had to prove to Jessica that I didn't tamper with the machine. After all, it is...

I brought a refrigerator at Emeryville location on 12/19/20 and delivered on 12/22/20. Here is a problem with the refrigerator The rubber sealed around the freezer door is not in the right place. It does not seal properly. This is much more than cosmetic damage. This is functional and need to be replaced (see attached picture). Staff and myself sent serval emails with attached pictures to store manager before Christmas but as of today have not gotten any responses . Per staff , only the store manager can resolve/authorize for a resolution. I made a second trip to the store on 12/29/20, talked to the Sales representative (TJ) and met the manager as well. TJ explained the situation to the manager but the manager said that he has a meeting and asked TJ to sent him those pictures again that he would look at it. He didn't want to hear from me and my friend about the issue. He stopped what we were trying to say and made a very unprofessional remarked and walked away. TJ told us that he would talked to him after his meeting for the resolution and would give us a call before he left. We got TJ's call and informed that the manager will call either on Thursday or Friday regarding exchange and scheduling. As of right now, I still have not heard a word from him yet. I tried to support the local business but ended up with this bad experience.

01/06/21update - I had to deal with staff and store manager since 12/22/20. Finally, I got the exchange refrigerator. The delivery team was very honest this time that they showed me all of the cosmetic damage spots inside the freezer door and the rubber sealed around the door is not in the right place. It does not seal properly as well. The delivery team asked me if I would/would not accept it . I decided not to accept this one because it looks much worst compared to the first one that I got. I am terribly disappointed with Airport Home Appliances with this purchase. The item I got is not looks the same as the item that display at the showroom (see attached picture) . I don't want to wasting my time to deal with this store manager. Should the customers get what they paid for and deserve better customer service?

01/07/21 update - got an email from Assistant operation "We are currently trying to schedule service for you unit but are not able to move onto the next step without your phone number. There was a bit of a hiccup with our new POS system that caused it not to save your phone number properly. Do you mind letting us know your phone number please? Thank you!"

I provided my phone number - and she replied, "Thank you for your response. We will proceed to the next step right away."

As of today, I have not heard a...