Homewise Appliance — Local services in Redwood City

On 9/1/22 purchased a Speed Queen washer/dryer from Airport Appliance for $4,436.08. Our salesperson Adrian Mendoza informed us it would be 2 to 3 weeks to receive. What happened next: 3 deliveries  3 defective units; 2 made scraping sounds when turned on and 1 was dented on entire side, including all painstaking lack of communications, they managed to deliver 3 defective units while denting our walls. Details, emails, pics and phone logs are available to fully support the facts here. They have yet to refund us the $4436.08 that they have had since 9/1/22 and it was agreed a full refund would happen once they picked up the 3rd defective unit which they did within an hour of that call with Lisa Escarie on Tuesday 10/11/22. The finale of what happened to us looked like this: On Saturday 10/8/22 spoke with a Michael Jenkins who claimed he was the OP Mgr. - his attitude, responses and words did not coincide with a manager whatsoever - said he would call me back with delivery of hoses and install – he never did. Spoke with Lisa Ascarie on same day who was the Store Manager, she also claimed she had no idea all this was going on despite the fact that Adrian said he was passing emails with pics of dented walls and other to her and to Michael and advising them of the discount we were asking for. She seemed mostly unapologetic, said the Michael person would call me later in the day and she would make sure she got hoses delivered and installed on Monday and that she would call me on Tuesday because she didn’t work on Mondays. I asked her again for confirmation of all this and she promised she would have it sorted out and even if she could on Sunday get the hoses delivered and installed, she would and would definitely call me on Tuesday. NOTHING OF THE SORT EVER HAPPENED. Followed up on Tues 10/11 when finally, the stress of it all was getting to all my employees. General Manager on my side took over, spoke w Lisa told her to just pick the 3rd defective set and refund us our $4436.08 because we were all fully roasted on all sides having to deal with everything. Lisa agreed and said they would be by on Thursday however within the hour and I do mean in less than 1 hour she had managed to get her delivery people to pick up the 3rd set – wow! We expected the refund to happen in just the same way since we no longer possessed the units, but you guessed it – NOTHING HAPPENED. No refund and today is 10/23/22. I personally followed up with her multiple times on Wednesday 10/12. She avoided all my calls. Spoke with Adrian on same day he confirmed that they did receive the 3rd defective unit and that Lisa would be refunding me shortly. NOTHING HAPPENS. For me to even tell 20 of my nearest and dearest is extremely effective. Having to spend my time writing to BBB, channel 7, Nextdoor Neighbor, and all the common review sites (Yelp, Google etc.) is unnecessary when all Lisa had to do was hit that refund button which she agreed to do when she had her transport people pick up the washer/dryer unit within the hour. But here we are and not by my choice. I thought others should know: NEVER buy anything from...

The folks at Airport Appliance are friendly enough and more than willing to take your money when purchasing something from their store. The problem started when I was told the item I purchased was not in stock and would have to be ordered and would show up in a weeks time. No problem, sounded like a normal shopping experience. About a week later I got a call from one of their representatives who left a message stating the item was now in stock and could be delivered the following Monday or Tuesday. I called Monday and requested the item be delivered Tuesday and was told that evening I would get a call letting me know when the delivery would arrive, the time slot was 11 AM to 3 PM. I would also get a call from the delivery crew within 60 minutes of their arrival.

So with plans to stay home for the day I waited for the call to come. At 2:45 PM I had not heard anything so I called the Redwood City store inquiring about my promised delivery. The young man looked up my order and told me the item was not in stock and would not be delivered when promised. He then tried to sell me a cheaper model close to the one I paid for but I advised him I wanted what I purchased. He asked if he could call me back within 30 minutes to see what happened and provide an explanation.

Within about 20 minutes he called to confirm the item was intact not in stock and therefore would not be delivered. Since the item was a refrigerator I had removed the old unit, cleaned up the space, and had the old unit sitting in the middle of my kitchen. Not convenient but for a day or two no big deal. But now knowing I would not see my new unit for who knows how long I decided to request a full refund from the representative that called me back. He said he would take care of it right away and send me an email with the invoice showing the refund.

After about 30 minutes I did not get an email so I decided to go directly to the store and get my refund. When I walked in at least three salesmen asked me if they could help, again very willing to take your money. When I met the young man who I talked to over the phone he said he got tied up and had not gotten to my refund. The man sitting next to him said they normally take care of refunds at the end of the day. Well, since I have a customer service background that kind of response is not acceptable. When a customer is not satisfied the representative should do everything in their power to rectify the situation even if that means a full refund.

Now the old fridge is back in the space and it is starting to look very good as I really do not want to deal with another purchase right away. I am sure there are a lot of other retailers that provide good customer service but Airport Appliance is not one of them. Even if their price is...

We recently purchased a 6-burner wolf range from this store. The entire process has been extremely disappointing, and we feel that we were not treated as valued customers. The difference in service before and after our purchase is stark, leaving us feeling abandoned and unimportant.

Lack of Communication About Replacement Policy: We were never informed during the sales process that the appliance should be inspected upon delivery, nor were we told that replacements can only be requested within 48 hours. This crucial policy should have been communicated clearly to us, and its omission reflects poorly on the transparency and professionalism we expected.

Failure to Schedule the Delivery: After confirming the delivery date multiple times--verbally, in writing, and even with follow-ups a few days prior to the delivery date--we were shocked to find that no delivery was scheduled. We only discovered this when I called the sales representative later on the originally communicated delivery day. This lack of coordination and accountability was unacceptable.

Missed Delivery Window: When the delivery was rescheduled, we were given a 4-hour delivery window on the new date. However, no one showed up within that window. By 8:00 PM PT, I called the store, the delivery team, and the sales representative, leaving multiple voicemails as no one responded. Feeling helpless, I waited until the delivery finally occurred at 8:25 PM PT. This significant delay disrupted our kids' sleep schedule and threw off our entire day, made worse by the complete lack of communication during the ordeal.

Unfulfilled Follow-Up Promises: The following day, someone contacted me based on my voicemail and assured me that the store manager would follow up regarding our unpleasant experience. To date, no one has followed up. This lack of accountability and care has only added to our frustration.

Issues with the Appliance and No Resolution: After noticing something wrong with the appliance, I contacted customer service and was told I would receive updates within 48-72 hours. It has now been four days, and I have received no follow-up or resolution. This delay and lack of communication further demonstrate the disregard for us as customers. (only after I followed up on day 4 then it got some attraction and eventually they fixed the problem...