Reviews 4.3
3,591 total
Annie
1 reviews US
Trash company
Trash company. Won’t refund my money even though they don’t have the item in stock and the order was canceled by them. Rep yelled at me on the phone. Don’t waste your money.
Date of experience: July 26, 2020
Frank Colvin
1 reviews US
terrible customer service
I ordered a Humidor cc-300H 400 Count Cigar Humidor, Climate Controlled with Opti-Temp™. Fed ex said they delivered it on 07/21/20 and "Left at door" I was home and the driver did not knock on the door or ring the bell as I was home I found out on 07/24/20 about the delivery and called to speak about it. They no longer carry this humidor. they will refund my money in 1-2 weeks. That is unacceptable customer service.
Date of experience: June 24, 2020
Nick Thwing
1 reviews US
New air is GARBAGE
New air is GARBAGE! I ordered a 32 bottle wine cooler. 6 days after I placed my order, I get an email saying my order was canceled. When I called customer service I was told the product went out of stock that day. I explained that my order was placed the week prior. They said there is nothing they could do seeing how the product was not going to be back in stock. I asked could they give me a cooler of equal value. They said no. They would just replace my money. Which they did...2 weeks later! I will never do business with this company again! I have worked in some type of customer service my whole life and never would have treated a customer like this!
Date of experience: May 29, 2020
Rams
1 reviews US
the wine fridge that wasnt
Ordered a reasonably priced wine fridge with a dent. No shipping info provided, and then when i reached out a week later they said it was on back order with no timing on when it would be shipped. I think these guys sold me a fridge and are now just waiting for someone to dent and return one. Guess ill just cancel the order. Weird company.
Date of experience: May 07, 2020
Mike Buckley
1 reviews US
Probably the worst customer service I…
Probably the worst customer service I have ever experienced! We are now going on 4 months of back and forth with customer support to get the correct replacement part (which I paid for) and they have sent me FIVE of the same wrong part. I could have get better service from my neighbor's dog!! Will never purchase anything from this terrible company again.....WORST EVER!!
Date of experience: May 04, 2020
Raj Hansraj
1 reviews US
New Air's delivery schedule is really…
New Air's delivery schedule is really horrible, had to cancel the order after 10 days , even though the product was in stock, their customer service were like it will ship in a few days and 10 days later it still has not shipped, i can only imagine what their product service would be like ... HORRIBLE !!!!!
Date of experience: February 10, 2020
Ben
1 reviews US
Completely bizarre experience
Completely bizarre experience. TL;DR: Please don't order from these folks, it's just not worth it. If you do, you may end up in a bizarro-world time suck talking to really inept customer service reps. I ordered a fridge from these folks, direct from their website. Site said order should ship within 2 days for the item I purchased. After around a week, I still hadn't received tracking info, so I reached out to their customer service team. I spoke with 4 different CSRs over the course of a few days and phone calls, each read the same canned response off their sheet and said that tracking info is commonly delayed in populating and I'd receive info in the next 24 hrs. Nothing. After 3 more days, I finally opted to cancel my order and move on with my life. Refund received, that should have been the end of it. Then 2 weeks after receiving my refund (almost 4 weeks after date of order), my fridge was delivered even though I'd been refunded already. I kept telling myself to just sell it on craigslist, but my conscience won out...decided it wasn't worth bad karma over a fridge I no longer need. So I call customer service over in Asia again, get put on hold for a while, only to frustrate "Liz," a CSR, and get hung up on. Call back again, speak with "Bev," a manager, and she is now attempting to coordinate pickup of this thing. I really doubt this saga is over, this company is so terrible. If it's still in my garage come xmas, I'm donating it to someone in need.
Date of experience: December 10, 2019
Matt
1 reviews US
NewAir Warranty is a clownshow
I am disappointed in NewAir's warranty policy. First, the item stops working in just a few months. Then I request support and am told that I have to do the repairs myself. After I agree and send my address (to send the replacement parts) I'm given a followup email saying that I have to pay for shipping...do I mind? (Do I have a choice?). I say "no problem" and provide my CC information and am told in another email that no, I can't send in my information, I have to call in to give my payment info (why didn't you just say all of this in the first email, not the third?). NewAir Support seems a bit like a clownshow...
Date of experience: October 16, 2019
Amy W
1 reviews US
Still waiting order....for the second time
Ordered a part for Wine Frig. On Sept. 27. On Oct. 8 I called customer service because I had heard nothing about my order. First customer service agent said FedEx said delivery was pending. I asked for tracking #. When I put in tracking number FedEx said ticket was created but item was still in NewAir possession. I called customer service and found out order has never been shipped and it had just slipped through the cracks. Then Christina said that they could expedite my order to two day delivery. Today, Oct 11, I called for tracking number and the delivery date is scheduled for the 14th. Definitely not a two day delivery or expediting from the 8th. Highly frustrating.
Date of experience: October 11, 2019
Jonathan Alexander
1 reviews US
HORRIBLE CUSTOMER SERVICE. HORRIBLE
I ordered a handle from NewAir and placed the order. I received an email telling me it was shipped. I never received a tracking number. After 4 days, I emailed customer service and was told they would get me one from the shipping department. That never happened. When I inquired after a week of not getting my item, I was told that it was about to ship that day. Then I find out later it was not in stock and they were trying to get it. There was no communication that this was the case. No email, nothing. They sure didn't care to pull the money out of my account. But couldn't be courteous enough to send me an email or let me know what was going on with my order. I finally spoke to someone by phone (Afernee) who was very matter of fact and really offered nothing to fix my issue or make it right. They said they were trying to get an approval to remove the handle from another item and ship it to me but could not promise anything. I finally cancelled my order as this company obviously does not have it together. Horrible customer service. I will not do business here again.
Date of experience: August 27, 2019
Gary Smith
1 reviews US
What a Difficult Experience!
Ordered what looked like an awesome beverage refrigerator for my garage. It was priced fairly and the unit had high reviews. I received the unit on 7/24/19. When I opened the package, the glass on the door was broken on the inner side, Completely shattered. I reached out to NEWAIR the following day and was told that a replacement door would be sent to make the repair. I received the email confirmation that the damage had been noted and a door would be sent in 3 to 5 business days. Fast forward 10 days and no door. I called and was told that the Door would again be sent in 3 to 5 business days and I should receive another email with tracking information. No email ever arrived nd no tracking information. I wait 4 days and call back, I am told that they don't know why the door wasn't shipped, they had 3 in stock. Frustrated I asked for a refund as I am tired of dealing with this at this point. Now I get to go home to recreate a box because I threw the other out. Thinking I was going to receive a replacement door. Package everything so as not to allow any further damage to the unit and wait for a FEDEX label do I can send it back to them. Then and Only then, can my refund be processed, again in 5-7 business days AFTER they receive the defective unit? We shall see if they hold to their word on my refund. I would not recommend this company or their products due to the extremely poor service they provide. Be very careful about giving them yoiur hard earned money.
Date of experience: August 09, 2019
Daniel J. Silverman
1 reviews US
The first unit I bought from you was…
The first unit I bought from you was replaced before it was 30 days old by the original seller since it went bad. That unit is now being replaced by the manufacture 6 months later because it went bad. To add more pain, you could not send out the replacement part because you won't have any in until the end of September, so you are shipping me a replacement unit, but oh yeah, those are on back order also. It might have made the pain worse if it had not taken me over 1.5 hours through online chat to resolve the issue.
Date of experience: August 05, 2019
Daniel V
1 reviews US
BE VERY CAREFUL WHAT YOU BUY FROM THIS COMPANY!
I purchased a "small" (it was much bigger than in the pics), portable heater that listed all numerous safety features except for one -- where the grill would be hot and burn to the touch. No problem, initiated the return and shipped back the heater using their shipping label because they offer a 30 day money back guarantee. A month has passed since sending back the unit and still no refund!! BE VERY CAREFUL WHAT YOU BUY FROM THIS COMPANY!
Date of experience: May 28, 2019
Frank Hardesty
1 reviews US
I’m not happy
I’m not happy. I purchased a Newair 21 bottle wine cooler that lasted about 13 months AW211ED. Called customer service and they said that the warranty was over and parts to fix fix are 2 months out anyway, so I should purchase a new one and they won’t sell them with longer warranties. I don’t want to buy a new one every year. I am not happy.
Date of experience: May 21, 2019
Terri
1 reviews US
Bad company, horrible customer non-service reps
We purchased a misting fan made by Newair from a third party vendor (Sams Club.) When we assembled it, it was missing a part. I contacted Newair to ask how we could obtain the missing part. They rudely replied that they would not be restocking the part until July 2, which means we would have 3 months of not being able to use the item. I'm not fully convinced we'd get the missing part even then based on how very unconcerned and disengaged the customer non-service rep was. She stated she hoped this would not inconvenience me. Bad company. Do not support this brand.
Date of experience: April 19, 2019
PAS
1 reviews US
ordered a wine frig from New - Air
ordered a wine frig. never received delivery confirmation as they said I would. Delivery company left 120 pound wine frig. outside in a uncovered area. I was home all day,Delivery person never rang door bell to notify of delivery. Box was left below steps , in uncovered area completely exposed to the elements. top of box was not sealed , visual structural damage to box on the side. called company as on hold for 20 minutes finally got a rep who indicated he would send a return label, I have yet to receive the return label. Was told to leave box there and fed ex would pick up in the morning.Box is outside in the elements still after several hours have not received return shipping label. NewAir has been a complete headache to do business with, save yourself the aggravation and order from another vendor. I will update when i receive a return delivery and credit.
Date of experience: March 12, 2019
Emil Nielsen
1 reviews DK
Everything broke
Bought two wine coolers, both broke.
Date of experience: August 23, 2016
Ben Stepa
1 reviews CA
Misleading Extended Warrantee Provider
I am only giving you 2 stars due to your extended warrantee provider. I reached out yesterday to them with no reply and expressed I was not happy with their product offering I bought a 2 year warrantee which from what I was told would be 2 years after the manufacturer's warrantee which is 1 year When I registered the warrantee the end date of the extended warrantee was indicated to be January 11, 2026 which is only 1 year after the manufacture's warrantee period
Date of experience: January 12, 2024
Hi There Thank you for taking the time to provide feedback on your unit. We sincerely apologize for the inconvenience you are currently experiencing with your warranty. We would like to inform you that we have already contacted you via email in order to provide further clarification regarding the extended warranty that you have purchased. Please note that the extended warranty is valid for a period of 2 years, in addition to the 1-year manufacturer's warranty. If you require any further assistance, please do not hesitate to respond to our email. Best Regards, Customer Care
Wendy
1 reviews US
The item should have been shipped per…
The item should have been shipped per the website in 6 business days. It should have arrived prior to Christmas. It wasn’t even shipped until After Christmas. It was held up in the warehouse, wasn’t back ordered or anything, just never shipped. I had to call customer service and didn’t get any reason for it not shipping. They had to take a day to find out why it wasn’t shipped. And then I had to call back to check the status. If I hadn’t called when I did I there’s no telling how long they would have left it in the warehouse. They did not have any reason to give me for why it had not shipped. I paid 50$ to have the item shipped. I feel like that’s a large sum to pay for poor shipping practices.
Date of experience: December 27, 2023
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 to provide further assistance and provide the best possible solution. Best Regards, Customer Care
Nicholas Hoppes
1 reviews US
Unreliable Shipping Quality
My original order arrived damaged. A replacement was shipped, and it too arrived damaged exactly the same as the original fridge I ordered. Why isn't an appliance company shipping their products in crates to protect them during transit?!! I've told customer service to not send me another replacement because I just don't have the faith that it would arrive in any better condition than the last two...."Fool me once..."
Date of experience: November 28, 2023
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 Kevin. I will be happy to assist you with this matter and provide the best possible solution. 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.