Reviews 4.3
3,591 total
Robert Batterson
1 reviews US
Disappointing experience with NewAir
Disappointing experience with NewAir. Purchased one of their portable A/C units from a home improvement store. Unfortunately it came with a broken joiner disc that secures the vent hose to the A/C unit. In the box with the manual was a card that read "STOP! PLEASE READ. Should you have any questions regarding your unit set up or any issues experienced in its performance, please call us prior to returning to your store of purchase". So I did just that and their customer service was very responsive...at first. I sent them a pic of the broken part along with my purchase invoice and they gave me an order number for a replacement hose and said I would receive it in 3-5 business days. 5 business days passed and I never received the replacement hose, so I tried contacting them again. Took almost a week for them to respond the second time at which point I was told they couldn't locate the stock to fulfill my order and had no ETA to provide the item any more. Left me hanging. Beware.
Date of experience: May 10, 2024
Hi There Thank you for taking the time to leave a review on your unit. I do apologize for the inconvenience you are currently facing with this product. We will be reaching out via email to provide further assistance or please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
af
1 reviews US
Newair 29 bottle 15" DO NOT BUY
Avoid this company. We bought this fridge and it died after 4 years. It could not be repaired because of newair's policy of planned obsolescence of their products - this we were told by customer service representative. Newair also told us NewAir 15” Built-in 29 Bottle Dual Zone Compressor Wine Fridge could be fixed with a part they charged us $30 for, though in fact the unit could not be repaired. Avoid this company.
Date of experience: March 03, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Donna Pickens
1 reviews US
Less than satisfied
Well this is the third ice maker I’ve bought ’em from you totaling 1,500 dollars first one lasted maybe a year if that the second and third one right out of the box makes god awful noises. Two them need repairs
Date of experience: April 19, 2024
Hi There Thank you for taking the time to leave a review on your unit. I do apologize for the inconvenience you are currently facing with this product. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter. At Newair our goal is being a brand that you can trust. Please reach out to us so we can provide the best possible solution. Best Regards, Customer Care
AMY
1 reviews US
Died just as 1 yr warranty ran out
Loved this machine while it worked. And I certainly was expecting to get more than 14 months out of it before it broke down. I contacted the company via multiple routes, phone and email and they are unwilling to stand by their product. Note the other reviews that mention the horrible squalling sound it starts making and then becomes unfunctional. We had the same problem. If the company had been willing to stand behind their product and replace it I would have had a different review.
Date of experience: April 10, 2024
Thank you for contacting Newair! I do apologize for the inconvenience you are currently facing with your unit. If you need any assistance with your unit or have any questions, please feel free to contact our friendly Customer Experience Expert department at toll-free number 855-963-9247. A copy of receipt is needed for warranty claim. Best Regards, Customer Care
Kevin Joy
1 reviews US
Frustrated Customer
I hate writing negative reviews but feel that potential customers should know about others experience with the product. I bought the 30lb nugget ice maker three years ago and about 1 1/2 years into using the machine stopped working properly and wouldn't make ice. I contacted the company to inform them and they sent me an identical new unit. I have now had that unit about 1 1/2 years and it is now making loud noises when making ice. I contacted the again and this time they told me they would give me a 40% discount to buy a new replacement unit which retails for $300 but didn't offer any other support. Why would I buy a third unit when the first two failed in less than two years? I would definitely NOT recommend this unit in any way.
Date of experience: April 11, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
FM
1 reviews US
Horrible Customer Service
Yikes, what a nightmare. I ordered and received a wine refrigerator from Newair...but it was missing a top hinge. I contacted customer service, and they said they would send a replacement. I followed up in about two weeks, and the customer service guy said " We have the hinges, but we can not find them in our warehouse. So we have not eta when we van send them out. I asked him if he was kidding, and he said his supervisor said to tell me those words"!! Unbelievable poor support and frankly embarrassing for them!
Date of experience: April 05, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Mike Garick
1 reviews US
BEWARE of Newair ICE MAKERS!!!!
Bought a counter top newair from amazon back in febuary of 2023. Months later the machine stopped working. They replaced it and said keep it. I broke it apart and the gears on the bottom of the tank was worn out. 2nd machine lasted a few months and would run a few hours and the fill water light would come on. Did all they suggested and never fixed the light coming on. They replaced with a different model. Here we went a few months and the machine started leaking. Called to see what to do and they replaced it with a like model of the original purchase. Now here we are 8 days out of the original purchase date of an year and the machine will only run a few hours and fill water light is coming on again. So I called them, thinking that I’ve only have the replacement a few months and they would fix their problems again and I was basically told go away now. STAY AWAY FROM A NEWAIR ICE MAKERS!!!!! I promised I would get the work out and here we go. Don’t get me wrong. When in their year they will help you out. But if your machine is 1 day out, you are out of luck.
Date of experience: February 29, 2024
We are grateful for the feedback you shared about your product and the service you received. We are sorry to hear about the inconvenience you are facing with the product and the service provided. Our customer service team has already assisted with replacement units. However, since the product is now outside the warranty period, we are unable to proceed with a refund. We did extend another replacement offer as a goodwill gesture, which unfortunately you declined. Our aim is to ensure that all our customers have a positive experience, and we have sent you an email to help with your refund request. We are looking forward to your response. Best Regards, Customer Care.
Robert Fitch
1 reviews US
nope
The new unit right off the bat is louder and thumping halfway like the last one
Date of experience: March 16, 2024
Thank you for contacting Newair! I do apologize for the inconvenience you are currently facing with your unit. If you need any assistance with your unit or have any questions, please feel free to contact our friendly Customer Experience Expert department at toll-free number 855-963-9247. A copy of receipt is needed for warranty claim. Best Regards, Customer Care
Michele R.
1 reviews US
Took nearly 2 weeks for part to ship.
Took nearly 2 weeks for part to ship.
Date of experience: February 28, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Randy Keyton
1 reviews US
Never received item.
Never received item.
Date of experience: January 31, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Janisha
1 reviews US
Very upset customer!
I’ve spent over 1,000 for my item not to work due to a manufacturing issue! I had trouble with both the manufacturer and store on a replacement of my item im now stuck with something that’s doesn’t work and I’ve spent a lot of money on the only i was told that i can get a 40% discount i will not purchase any newair product anymore my first experience is really bad so you think im going to spend more money absolutely not ! I past upset im furious. Newair hasn’t been any help i also ask to speak with a manager and was told that someone will call me back it’s been a week and no one has returned my call.
Date of experience: February 05, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
James Taylor
1 reviews US
Support? What Support...
January 10th I wrote a very favorable review of the experience I had with the NewAir service representative, however since that time I have not been able to get my issue resolved. The issue is, and has always been, a problem with the humidity in my Newair 840 cigar humidor not being stable. All I have asked is "what are the factory default settings for the temp & humidity and "can I please get someone to walk me through this process" because it is pretty confusing. To date all I get from their support team are emails saying "sorry, it looks like your last communication was cut off" and "if you need further assistance don't hesitate to contact us". When I reply to their emails to keep the support active, their reply is "I'm so sorry for the inconvenience, we are still working on your issue. we will get back to you soon". My question "how long does it take to find the factory default settings on one of your most popular products?" I love my humidor, but want it to work properly and at the moment, it does not. Buyer beware! If they cant help me with a $1,799 cigar humidor, don't expect to get any help for their lower cost products. This is by far the worst support I have ever dealt with, EVER! If I could give negative stars I would. JamesT
Date of experience: February 08, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Scott Hardin
1 reviews US
Wrong parts sent....twice
I own a NewAir counter top icemaker,it's a few years old and we've had nothing but good things to say about it and frequently tell others how great it works,so much so I bought my son one for his RV (we are both full time RV'ers) That being said,the ice tray quit turning,upon opening it up i noticed the microswitch wire had broke,I tried ordering from the web site with no luck,called customer service and gave the model number of the ice maker and the part number of the microswitch from their site, I was told it would be 5-7 days shipping,part never came in,after calling multiple times support said it was being sent,when it finally arrived after about 3 weeks it was the wrong part,it was a tiny 3/4 inch stud looking piece,not even remotely similar to the microswitch,I again called customer support, sent a picture of it and went through the reorder process again, I got the package today and it was again the wrong part,it was a small 1/2 inch plastic looking lever. Once again I called customer support, sent another picture of the wrong part and again went through the reorder process, this time I asked to talk to a supervisor but apparently her computer was convientiely down. It has been 1 month and 5 days since my first order for a part only sold by newair, two wrong parts and now I have to wait another week. It's amazing that I ordered a microSWITCH and yet I'm sent two parts that don't remotely resemble a switch. I love the icemaker and understand parts fail after the heavy use we put them under and I ordered the part to fix it because it has worked so well but if I ever get the switch and the icemaker goes down for good I'll probably be looking at other brands.
Date of experience: February 07, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Meredith Pierce
1 reviews US
Replacement Also Damaged
I will make contact with the newair team but my replacement fridge was also damaged. This second one does work however, it still shows signs of damages. The delivery and packing process isn't working.
Date of experience: January 18, 2024
Hi There Thank you for taking the time to leave a review on your product and our customer service. I do apologize for the inconvenience you are currently facing with this product and the experience with our customer service. We will be reaching out via email to provide further assistance or please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Kris
1 reviews US
Mighty little heater/paperweight 😞
Was very happy with my purchase. Powerful little heater. Unfortunately it only worked for 4 days.
Date of experience: January 15, 2024
Hi Kris, Thank you for taking the time to provide us with a review of your experience. I am pleased to hear that our team made your experience pleasant!
Russty L
1 reviews US
Poor customer service
I submitted a trust pilot review (at the request of a new air agent). Since she was prompt in helping me order a replacement part I wrote a very positive review. However, after being told I would receive tracking information within a few days, I had to call over a week later because it never came. I was told there was a delay on my order but they didn’t know why. The agent said she had to email a supervisor at the warehouse and they would get back to me in 24-48 hours. Once that time went by and hearing nothing, I called again. Same story. It’s now been over two weeks and I’ve yet to hear anything from anyone. Not even a courtesy call. Why use their products when they won’t make any effort to help purchase replacement parts. Bad business practices. ***UPDATE*** Customer Service contacted me via TrustPilot and asked for more information. I sent what they requested. After a long weekend, I received another message on Trust pilot with instructions to call and ask for a specific representative. The phone agent I spoke with wanted me to tell her the problem so she could send an email to a supervisor (this is what I was told on the two previous calls). I insisted on talking to the agent who contacted me (as per their instructions) and was told I would receive a return call once we hung up. 6 hours later, no call. I’m beginning to think I’m being scammed.
Date of experience: January 10, 2024
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
Jerry Lee
1 reviews US
Wine Cooler circuit board
I was promised an email with attachment showing my order went through (payment by debit card was successful) as well as instructions on replacing the circuit board that I ordered. I waited the whole day and received nothing (not even in spam folder).
Date of experience: January 08, 2024
Hi There Thank you for taking the time to leave a review. I do apologize for the inconvenience, however; our record shows that an email confirmation was sent on 6 January 2024 when the order was placed. Regardless, we have reached out to you via email and provided a confirmation once more for reference. If you need any assistance with your unit or have any questions, please feel free to contact our friendly Customer Experience Expert department at toll-free number 855-963-9247. Best Regards, Customer Care
Anonymous Person
1 reviews US
Bad customer service
Bad customer service. I had to order the same product four times- they kept canceling the order. If it wasn’t for the fact it is a gift, I would’ve stopped after the first time. They kept canceling with different reasons, twice being ‘clerical’. Also, if I am using their online payment that is secured- why would I need to send my photo ID to confirm the purchase?
Date of experience: December 21, 2023
Hi There Thank you for taking the time to leave a review on product and customer service. I do apologize for the inconvenience you are currently facing with this product and the customer service provided. Please give me a call at 855-963-9247 select customer service and ask for Alai. I will be happy to assist you with this matter and provide the best possible solution. Best Regards, Customer Care
James Farmer
1 reviews US
I told you to cancel fu&@ers!!!
I told you to cancel lame ass!!
Date of experience: December 19, 2023
Hi There, Thank you for your review of our product. We greatly appreciate your feedback and apologize for any inconvenience you may have experienced. We would like to inform you that we have sent you an email confirming that a refund has been issued to you. If you require any further assistance, please do not hesitate to contact us. If you need additional assistance, please feel free to contact us. Best Regards, Customer Care.
Susan Daniels
1 reviews US
I asked repeatedly for the order to be…
I asked repeatedly for the order to be canceled. It was shipped. Ridiculous
Date of experience: December 18, 2023
Thank you for contacting Newair! We apologize we were not able to offer a solution in a timely manner. However, we contacted the carrier to have the package returned. We have sent you an email confirmation today confirming that a full refund was issued back to you. If you need additional assistance, please feel free to contact us. Best Regards, Customer Care.
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About
Products that make life more enjoyable for where you live, where you work, and where you play. ABOUT NEWAIR Newair began out of a garage over 20 years ago. In the beginning we primarily sold portable air conditioners and evaporative coolers. Today, our product categories have something for nearly every part of the home. Our web site now offers a wide range of compact appliances, from heating and cooling, to wine and beverage coolers, ice makers, humidors, and more. We’ve since moved out of the garage into a large warehouse and distribution center so that we can offer our customers same day free shipping from our headquarters in southern California or our east coast warehouse. When we first started NewAir, we knew it would be important to focus on quality products that meet our customer’s needs. We also know that great customer service is the backbone of any reputable company. Today, we’re proud to say this has made us one of the most trusted names in compact appliances. On behalf of the Newair family, thank you so much for considering our wide range of products! We’re very confident you’ll love your choice, and if for some reason you don’t, contact us and we’ll make it right.