Airport Home Appliance — Attraction in Roseville

I had high expectations from Airport considering the overall high rating, but now I'm suspecting that they possibly purchased five star reviews like so many company's do these days (especially after seeing so many one star reviews with similar or worse stories).

My dryer broke over 2 weeks ago, and I found Airport I spoke to a salesperson, Brian, about scheduling a delivery to the Grass Valley area. They only deliver here 2 days out of the week, super understandable. I scheduled delivery and installation for over a week later due to me being out of town before that date. I received 2 text messages and at least one email confirming the delivery date on my end. The date comes but I never received a delivery window. I called and was told that the delivery was never scheduled. Oh well, I thought, mistakes happen, technical issues happen. I'll wait a couple more days.

Two days later I did receive a delivery window, an hour into the window I receive a phone call stating that the delivery needs to be canceled due to the truck being too large for the dirt road leading to my house. Yes the road is bumpy, yes it needs work, but it has never been "too narrow" for my boat trailer, the several tree removal trucks hired by PGE throughout the year, a 25ft U haul my late brother used to move out of my house last year, or RC Willey Delivery trucks which my brother hired when he remodeled the kitchen when he was still alive. It definitely wasn't too narrow for the tow truck that removed an abandoned vehicle less than an hour after the delivery was canceled. At this point it was clear the delivery team simply didn't have experience on small town dirt roads being from Roseville, I thought it was understandable. I spoke to a representative and was told that as long as I schedule the new delivery before noon the following day, I would be guaranteed a next day delivery using a smaller truck.

I called the next morning to schedule the new delivery attempt and after being hung up on by one representative while on hold, another told me it simply can't be done. By this time it was past noon and even if the promises made by one representative could be upheld, it was simply too late. I was told to expect a call from my salesperson, Brian, to handle rescheduling. He never called, so I called and was told he was out of office (an issue I read about in other people's reviews) and that sending out a small truck would inquire an extra delivery fee on top of everything else I had paid and all the issues I had to deal with. At this point I was emotionally tired so I asked my husband to call the local store and demand a refund (after seeing how many people never received their partial refunds they were promised).

Only after he demanded the refund, did Brian call me back the next day. I hadn't spoken to him since the initial purchase was made. He assured me the extra delivery fee would be waved and that my purchase will be delivered the following Tuesday (tomorrow as of writing this review). I decided one more chance is fair, I confirmed the delivery date via text, email and phone call (again). I was wrong.

At 4:45 this evening, I looked for a notice of a delivery window which I was told I would receive by 5pm today. I couldn't find anything, so I called. I was placed on hold for 15 minutes only to be told it was never scheduled (AGAIN) and that I would have to pay the extra delivery fee. At this point I've had enough. I made sure to tell the representative of all the promises that were made by Brian and other representatives and demanded my refund myself. I was told to expect a call from Brian to follow up on my refund "request" and that it would take 3-5 business days for it to be approved.

If I don't hear back from Brian or management regarding my refund by the end of the 5 business days, I plan to contact the better business bureau. And Airport, I don't want a response about contacting you to resolve anything, it's on you to reach out and fix your mistakes if you're actually interested. I'm going...

Absolutely the worst customer service and delivery I have every experienced.

TLDR: Don't expect to have your items installed, even if you pay for it, and don't expect a refund for services not rendered.

I purchased a washer and dryer, and opted to have the items delivered and installed. If you purchase the required installation items (i.e. dryer cord and washing machine hoses), then installation is free (or so they say).

The dryer was delivered first, along with the dryer cord and washing machine hoses, but the delivery driver said he would not do the install, because the notes clearly said to not install the dryer. I told him there must be a mistake, because the only reason I had purchased the dryer cord was so it could be installed. The driver told me there was nothing he could do, and he left.

The next day, I called the salesman back, and he admitted he made the mistake in the notes, and the driver should have installed them for me. I asked for a refund, but he told me no, because the install was free, there was nothing to refund. After going back a forth a little bit, I gave up, and just requested to please make sure the washing machine would be installed when it was delivered, and he assured me it would be installed as requested.

A week later, the same delivery driver comes with the washing machine. When I ask him about installing it, his response was, "You just have to screw in the hoses, it's very easy". When I asked again, his response was, "I can do it if you really want me to". At this point, I doubted the quality of his installation would be sufficient, given his completely apathetic attitude, so I opted to just do it myself.

After the horrible experience, I filled out (3) surveys giving poor scores on the delivery and installation, and requested to be contacted by someone in customer service, but was never contacted.

Fast forward 9 months, and the cheap washing machine hoses that Airport Appliance sells started leaking, not from the threaded portion of the hose, but from the hose itself, clearly a manufacturing defect. I bought new hoses myself, and took the defective hoses to the store to request a refund. If I didn't get the installation done, and the item didn't even last a year, I think that should qualify to have a refund of the $24.99 I paid.

When I went in, there was no manager on duty, and I was told there was no one who would be able to refund me, or help me out in any way. I left the defective hoses there, along with my information, and requested a call back from a manager, my original salesman, or anyone who could help me. After a month, there has been no refund or call back.

If you value your time, or expect to be treated like a paying customer after paying +$2k for appliances, don't bother going here. Luckily, I am an able-bodied person who was able to manage, but I couldn't imagine what it would be like if my elderly family members bought an appliance, and were told they had to do install themselves.

I normally would never bother writing a review, but this experience has been so horrendous, hopefully I can help someone avoid the same ordeal I had...

I don’t typically post but people need to be warned. I started shopping for appliances for my home build several months ago. It was presented on multiple occasions by my sales person, that I could purchase and they could hold appliances up to 6 months once they come in. Seeing as I wouldn’t need them for 6 months I went ahead and purchased. Well go figure that appeared to be a sales trick. We get a call saying we have 10 days to take delivery or we’d have to pay an additional $800. My wife went in and the sales person denied saying anything about a 6 month hold and blamed her for misunderstanding. I found this hard to believe as we had several conversations about it on more than one occasion and even moved our order from another seller because of it but hey misunderstandings happen. What I didn’t appreciate is how they treated my wife about it. I had no problem paying for the appliances and just having them hold them until we needed them delivered (in about 4 weeks). Nope, they wouldn’t do that. At this point, on principle, I was ready to walk from the deal and take my business elsewhere. They then pull out a “restocking fee”. So we felt we had no choice but to take delivery early. Well delivery day comes and the people delivering did not speak clear English. I inspected my delivery to the best of my ability. Part of my items were covered in cardboard that stated not to remove until after installed, so I was not able to inspect everything which had me concerned. I recorded the delivery guys saying Airport would take care of any issues with the product when it came time to install. This was also little comfort based on my experience with Airport already. They had me to sign a tablet for the delivery. All the writing was in Spanish on the tablet. I don’t read Spanish. I received no paperwork and absolutely nothing was presented in English to me. I will now likely be contacting an attorney for consult over the matter, as I believe it is a requirement for the party to understand what is being signed in order for a signature to be valid, which I didn’t because I don’t read Spanish. What is more concerning is the email I received in regards to having only a certain amount of time to make a claim if there are issues with the product. I can’t install it for 4 weeks and because we were forced to take delivery, we now have to gamble that the appliances don’t have issues? All this doesn’t sit to well with me. So I went to leave a review on airports internal system in hopes someone from corporate would reach out so we could have clarity and a solution. I put a one star review and tried to post several times. It keep saying “error” and not allowing me to post. Convenient! Long story short I would not purchase from this company again. They do not seem to care about customers and in my experience and perspective, made false promises to gain a sale. Just my experience, they seemed friendly at first but once the sale was signed, that shifted very quickly. Just use your best judgement if you shop here and get...