AC-Reviews.com

So I’ve been frantically searching for an evaporative cooler in an attempt to be more “green.”  One of my coworkers purchased a portable unit from Air-N-Water.com and while I’ve bought from them before (their eBay store, to be fair), there have been a few negative customer reviews for them on the internet.  As an air conditioner reviewer and seeing as they mostly carry cooling products, I wanted to see if the company could clarify some of their CS issues.  I sent the following e-mail to their company in the hopes of their response:

Hi,

I’m interested in purchasing a swamp cooler from your company, but noticed that there are a few negative reviews from your company online — most of which involve damages that occur during shipping and the quality of your products.  I just wanted to know what happens if a product gets damaged in transit and how well your evaporative coolers really work.  Your staff has been helpful in the past and I’m thinking of purchasing a unit from you.

Thanks,

Alex

I received a prompt response within 24 hours and here’s what one of their staff members sent me:

Dear Alex,

As part of our ongoing efforts to provide a better customer experience, we thank you for your feedback and are aware of some of the negative reviews our past customers have left us.  We’re glad that you found our sales staff to be helpful and accommodating as we do try our very best to provide exceptional and personalized customer service to each and every one of our customers.  We’re also pleased that you have not let negative www.Air-N-Water.com reviews prevent you from purchasing from us.  Here are our responses to some common Air-N-Water.com complaints you’ve pointed out:

Air-N-Water.com Complaints Regarding Damages Occurring During Transit

Unfortunately, due to the size and nature of the products the company carries, damages occurring during the shipping process can occur.  Air-N-Water works hard to make sure shipments leaving the warehouse are packed properly so as to prevent damages.  However, should this occur, we recommend our customers follow these procedures.

For UPS / FedEx / Postal Shipments

If the shipment shows outward evidence of damage, open the package before signing the delivery form. Notify the local UPS distribution center or Post Office. Do not alter the carton or the damaged goods until an inspection by the appropriate agency has been made. The package will be picked up and returned back to Air-N-Water.com. The merchandise will be repaired or replaced at our expense.

Freight Shipments

If damage or loss is evident, Air-N-Water.com requests the customer indicate it on the carrier’s delivery form. Do not refuse the shipment – simply file a claim immediately with the carrier and then notify Air-N-Water.com.  Keep all packaging materials and the damaged goods until inspection has been made.

Air-N-Water.com Complaints Regarding Defective Merchandise

Many of the negative www.air-n-water.com reviews you’ve pointed out in your e-mail are related to the effectiveness of the evaporative coolers we carry.  While it’s true that evaporative (or swamp coolers) are great at providing efficient cooling using much less electricity, they’re most effective in hot, dry climates with low humidity levels.  Examples of such areas would be the American Southwestern states.  Unfortunately, some customers happen to purchase these products expecting them to cool just as well as central AC systems, and this simply isn’t possible.  We’ve created a very helpful portable cooling guide for our customers and suggest you take a look at our humidity chart to make sure an evaporative cooler will work in your area.

Again, I thank you for taking the time to e-mail us and for letting us respond to some common Air-N-Water.com complaints.  We hope you will decide to use us for all of your future cooling, heating, and purification needs.

Sincerely,

Gordon Lee

Air & Water, Inc.