3,984 total
Our beer/wine fridge only lasted some 2 years before it just stopped cooling beverages. We had to throw everything in the unit out! I ordered replacement parts, but they weren’t very timely in getting the parts shipped out. Not only that, but they ship via USPS, which is a joke. It’s been 10 days and the parts still aren’t here. Their quality is suspect! Their shipping carrier is completely unreliable!
Date of experience: September 14, 2024
Laurellee Ashly Stuart stepped in to my Customer service event right in the middle of the process, the other agent quit responding and she picked it up and ran with it and stayed with it always responding immediately to my e-mails, where before the agent would never respond the same day it was always a day later to get a response.
Laurellee grabbed my case and solved very quickly, exceeding my expectations. She did an awesome job in taking care of me, the customer.....Kudos to her!!!
Date of experience: September 13, 2024
Reply from Newair
Hi Butch, 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!
I was very pleased with Charles customer service. He answered all my questions and made me feel at ease through the whole process. He was very understanding and patient with me. He's the perfect model of how a customer representative should be.
Date of experience: September 03, 2024
Reply from Newair
Hello Cin, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
I had an issue with my portable electric cooler and Hilary was wonderful in getting me a replacement (it was still under warranty, thankfully). She was extremely responsive, friendly and straight forward. It was a painless experience. Thank you so much, Hilary!
Date of experience: September 11, 2024
Reply from Newair
Hi Aaron, 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!
My experience with Fern was great. He was very helpful and very prompt with his replies. It was a very good experience with CS that you sometime don't receive from other companies.
Date of experience: September 13, 2024
Reply from Newair
Hi Tony, 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!
Laurellee Stuart helped me find and purchase a replacement remote for a portable evaporative fan I bought years ago. Our poor phone connection prevented me from hearing her name clearly, so I thought her name was Merli. However, she didn’t take offense or develop a sore attitude, even though she could have. Instead, she demonstrated great patience when I asked her to say her name slowly so I could pronounce it correctly. Her tone never ceased to be pleasant. It put me at ease and made me feel like everything would be fine.
When I asked if she could find a replacement remote, she was very courteous and went looking, which took a few minutes, as I expected, because my fan is an older model, which may be discontinued. She was also considerate by not leaving me on hold for long periods while she searched, but always picked up the line again to let me know that she was still looking; doing things like that is greatly appreciated because there were times when I was on hold with other organizations for so long, the line disconnected or the phone was picked up by someone else who didn’t even know I was on hold. She even kept me updated on the delivery status. The remote arrived earlier this afternoon! Thank you so much, Laurellee!
Date of experience: September 08, 2024
Reply from Newair
Hi Aaron, 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!
Vanessa Edwards was so kind and patient with all my concerns. She took the time to explain the steps on how to resolve my problems with my ice machine.
Date of experience: September 11, 2024
Reply from Newair
Hello Lori, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
Our beverage fridge is great! We had a delivery issue and Hilary went WAY above what one usually encounters with customer service. She was able to help us completely and was so sweet, always keeping us informed of the process. Thank you Hilary!
Date of experience: September 08, 2024
Reply from Newair
Hi R, 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!
Fern has been extremely helpful and patient with us on our warranty item. We’ve traded all messages thru email and Feen has been very responsive.
Thanks,
Brian
Date of experience: August 29, 2024
Reply from Newair
Hi Brian, 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!
I highly recommend Newair—10/10! I had an issue with my humidor and reached out to customer support. Fern, the representative I spoke with, responded quickly and resolved the issue in a timely manner. While I wasn’t thrilled about needing support, the excellent care and prompt attention made all the difference. Thanks, Fern!
Date of experience: September 06, 2024
Reply from Newair
Hello Mr, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
I contacted Newair with a technical issue on a new wine cooler recently purchased. I was connected to Fern in service whom provided me with exceptional support. He was very patient and stayed on the phone with me. I never felt rushed. I was provided with a replacement unit which was shipped the first business day after our initial conversation. Thank you for your support. Great company service.
Date of experience: September 03, 2024
Reply from Newair
Hello Greg, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
We have had great customer service experience with NewAir. Hilary was great. She was very helpful, attentive and prompt in getting our issue resolved. She has been following up throughout the whole process and has made sure we can contact her through her email as we need. She has made the process easy and stress-free.
Date of experience: September 04, 2024
Reply from Newair
Hi Megan, 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!
He was so helpful, made this process so simple. I've never seen a warranty not be a nightmare where you are jumping through hoops for the company to back their warranty. He has made this process quick, simple and he was very quick on responding back each time with the next steps. I'm so pleased with Newair's customer service and backing of their products, that I'll definitely be recommending/always purchase from Newair. Thank you for being such a loyal company it really means and says a lot about your company/staff.
Date of experience: September 04, 2024
Reply from Newair
Hi Jacqueline, 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!
Very happy with the customer service, good solutions. Hilary's help was great. 10 of 10 Thank you!
Date of experience: September 11, 2024
Reply from Newair
Hello Cesar, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
Hilary helped us through getting our counter top refrigerator replaced with such ease and kindness. She was quickly responsive and super helpful the whole way through! Highly recommend this company who stands behind their product.
Date of experience: August 29, 2024
Reply from Newair
Hello Renelle, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
I had purchased a Newair Ice Maker for Christmas last year. In under 6 months it was not working properly. I contacted the company as it was past the return date where I bought it. I spoke with Laurellee on multiple occasions. She was incredibly helpful and communicative! She was able to exchange the machine for a new one without any hassle on my part. I'm extremely appreciative and pleased with her customer service! She is amazing!
Date of experience: August 23, 2024
Reply from Newair
Hi Christine, 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!
Unacceptable Experience with Newair - $57 Non-Refundable Shipping Fee
I am writing to express my disappointment and frustration with Newair's customer service and return policy. Despite the portable air conditioner malfunctioning after only 40 days of use, Newair refuses to refund the $57 shipping fee, citing their website's fine print.
On September 3, 2024, I requested a full refund, including shipping costs, due to the unit's defective performance. However, Laurellee from Newair's customer experience team responded on September 4, 2024, stating that the shipping fee is non-refundable, as per their website's policy.
I believe this is an unfair and deceptive business practice. Newair should take responsibility for their product's failure and provide a complete refund, including shipping costs. The fact that the unit only worked for 40 days and only at night time is a clear indication of a manufacturing defect.
I urge others to be cautious when dealing with Newair, as their customer service and return policies may not be customer-friendly. I hope Newair reconsiders their stance and provides a full refund, including the $57 shipping fee.
Date of experience: June 10, 2024
Reply from Newair
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
Thank you Hilary for your great service and help through the process of my ice machine unit. She made sure to call and get all details which followed up with email to complete my warranty. I love the nugget ice machine and this machine has been great but started leaking water but with the great service I got, I was able to get my item replaced and received response promptly regarding the warranty process. I would definately buy this unit again given they also are very helpful and honor their warranty.
Date of experience: August 23, 2024
Reply from Newair
Hi Avilene, 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!
I had a refrigerator that I bought to hold beverages, as many of us know today's refrigerators do not have a lot of storage, with ice makers, water, wetc.
My new compact refrigerator was not getting down to the proper temperature. I reached out to Newair's Customer Service department and immediately got a replay from, Anfernee. After a few days of troubleshooting, with no luck, Fern, said "we
re going to send you a new unit. Well I disposed of the boxes as they were bulky and it was recycle week. He wrote me back , that wouldn't be a problem, just unplug the unit, cut the cord, send him a picture and a new one would be shipped out ASP.
I got the confirmation from Fedex, that my replacement was already being shipped, even before I could send out the picture.
Fern provided me with clear troubleshooting instructions and excellent customer service, resolving my issue with a replacement.
Highly recommend Newair for your custom refrigerator needs.
Date of experience: August 23, 2024
Reply from Newair
Hi John, 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!
Had problems with my unit. Home from vacation which was over 3 weeks. Water was all over my floor from this unit. Right after receiving the unit the compressor made a lot of noise. as time went by in even got much worse. I contacted Hillary and she was great and very helpful. She listen to what I had to say. Being 74 years of age and a 100% Disabled Veteran she was also very hind. She is an employee that this company should always keep!!
Date of experience: July 08, 2024
Reply from Newair
Hello Lonnie, We appreciate your positive feedback about your experience. We take pride in serving our customers and are always here if you have any questions or need any help.
