Called Air Care Appliances as i was searching for a Manual for an Old Heater for an NHS Building because the electrician called was useless to say the least George and other team members were straig... Se mere
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Se, hvad kunderne siger
I have installed this unit today and found it easy to install and easy to set up Ordered the unit and was told a slight delay for delivery George and the team were fantastic kept me informed as to... Se mere
Very good service - when one of the units we purchased had a noisy fan AirCare helped connect with the supplier who supplied a replacement part under warranty and it was fixed. Thanks very much Georg... Se mere
AI telephone answer phone, AI replies to emails. Still waiting for my AC unit ordered 3 weeks ago, despite paying for express delivery. Pretty sure any positive reviews on here were left b... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
Specialist retailer and installer of Air Conditioning, Dehumidification, Heating, and Air Purification products. Providing quality advice and trade prices on the UK's biggest range of HVAC equipment.
Kontaktoplysninger
Riverside Mill, Mountbatten Way, , CW12 1DY , Congleton, Storbritannien
- 03301656200
- sales@aircareappliances.co.uk
- aircareappliances.co.uk
3,9
God
298 anmeldelser
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Har besvaret 57 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
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Very poor experience
I ordered an air conditioning unit on the 7 th June and was on back order till mid June. After this I asked where my order was and was advised by two separate people on two separate occasions that it was with a courier and would be delivered within a week. This did not materialise and I eventually asked for my money back if a tracking number or delivery date could not be confirmed. I asked for this by e mail and on the chat both requests for a refund were ignored. At that stage Aircare were not answering the phone, not answering e mails and the chat was very hit and miss. In the end I went through PayPal to get my refund as I had lost faith that the air conditioning unit would arrive and also had no faith that if there was an issue with it I would get any support from Aircare. when I started the claim with PayPal I was contacted within a couple of hours by Aircare by email , I was then advised by aircare that my air conditioning unit was due in the following week and would I like to wait for it! This proved the the unit clearly was not with a courier or out for delivery which confirmed the genuinely fobbed off feeling I had been given thus far.
To be fair I think Aircare got very busy during the hot weather and perhaps they perform a lot better normally but this review is based on my experience at this time and companies should treat their customers with respect even during busy periods. If an order is delayed I would prefer the truth with an explanation, given this I would not have been happy but I would have accepted it and waited, The combination of being told my item was with a courier when there was no tracking number or courier contact alongside not then being able to get in contact or be responded to, plus having to ask for a refund multiple times and then having to go through PayPal to get this would mean I would not use Aircare again
7. juni 2026
Uopfordret anmeldelse
1 Star
1 Star – Avoid this company. Misleading, poor communication, and no accountability.
Ordered a portable air conditioner on 21 June 2026 with promised 1-3 day delivery. Paid £317.99 via Klarna. After 12 days (3 July) I still had no delivery, no tracking, and the order page falsely showed “On its way” since 22 June.
They sent conflicting and misleading emails: first said the unit was oversold and offered replacements, then claimed “the Igenix is already on its way”, followed by excuses about being extremely busy, working extra hours for free, hundreds of other customers, and a “meltdown UK”. No clear updates, no tracking, and no resolution.
This was for our tattoo studio where 9 people were working in extreme heat. I had to buy a much more expensive unit elsewhere out of desperation.
Only received a refund after opening a dispute with Klarna.
I expect their reply will be the usual excuses about high demand and busyness — but taking payment for stock they didn’t have and leaving customers in the dark for nearly two weeks is completely unacceptable.
Full email evidence and timeline available on my Google review.
22. juni 2026
Uopfordret anmeldelse
Avoid This Company: 2-Month Delay and Complete Silence
I rarely leave negative reviews, but this has been one of the worst customer service experiences I’ve ever had.
I ordered an air conditioner almost two months ago. Since then, the delivery has been repeatedly delayed with no clear explanation or reliable ETA.
The biggest issue, however, is the complete lack of communication. Over the last two weeks alone, I have sent more than 10 emails, and almost all of them have been ignored. I have also tried calling their customer support multiple times, but no one answers the phone.
The only updates I have received have been vague promises that never materialized. I was repeatedly told that tracking information or updates were coming, but nothing happened.
I specifically purchased this unit because I am pregnant and needed it to cope with the extreme summer temperatures in London. I explained this to the company several times, yet it made no difference. The lack of empathy and complete disregard for customers is incredibly disappointing.
Taking a customer’s money, failing to deliver for nearly two months, ignoring emails, and being unreachable by phone is simply unacceptable.
I cannot comment on the quality of the product because I still haven’t received it. Based on my experience, I would strongly advise anyone considering ordering from this company to think twice. If something goes wrong with your order, don’t expect timely communication or support.
7. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Isadora, I'm sorry you felt the need to leave a one-star review, but I get it, totally. As I mentioned on the telephone last week, we have been totally overwhelmed in the office.
Communication has never been an issue for us before this summer. I have never seen anything like it. We're still having six inquiries coming in for every one that we can answer. The team are working around the clock to get back to everybody. We would never deliberately ignore customers, but we've had to prioritise order fulfilment, especially to those people in vulnerable situations like yourself.
I still have your name on one of the Meaco units arriving into us this week. Meaco have now booked the units into us for this Friday coming, and the intention is to send a unit out to you for Saturday delivery to make sure you've got something over the weekend.
Bearing in mind that the nation has run out of portable air conditioning units, and given your situation, I'd certainly still like to fulfill this order for you. Please let me know if you'd prefer to cancel at this stage, but rest assured we're doing everything we can to get this order to you as quickly as possible.
No Response on a high value order.
I have been trying to contact them for two weeks with no response regarding a unit I have been sold that needs to be returned.
The emails go unanswered and the calls are AI answered and no one calls back. I would not recommend purchasing from this business.
7. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Jo, apologies for the difficulty in getting through. It's no excuse, but we have been totally overwhelmed in the office. The staff are working around the clock to try and get back to everybody and answer emails. It's just not been possible. I've been in the industry for a long time, and I've never seen anything like this, it feels like a national emergency.
We've never used AI before, especially not to answer calls. Normally, you can just get straight through to the office and speak to one of the team. We're in a situation at the minute whereby if we answer the phone calls, we can't do any of the admin. We're having to divide our time between calls, incoming inquiries, and processing orders, and obviously the secure and supply of units. It's been very challenging, to say the least. Even after recruiting six more members of staff, we're being outpaced by inquiries coming in.
I've just tried to find you order but i can't seem to find anything on our system matching your name. Please can you respond to the information request and I'll gladly have a look in to your order.
CAUTION! Avoid this store!
CAUTION: Avoid buying from this company. All the positive reviews are either friends and family of the business, BOTS, or Ai.
I purchased in May 2026 my MEACO air condition with the promise of Mid-June delivery. It is now July 7th, 2026 and i've not had a hint of anything happening with my item.
George promised delivery twice mid-June, and when it still didnt arrive after promising a morning Royal Mail delivery updated, he instead started cowardly ghosting all communications.
You ring and will get no answer. You email and get ignored. Online chat? Good luck... you'll be left unanswered.
When I was eventually contacted with another promise of a delivery the following week by Terry, guess what? Still no delivery.
I started the process of a chargeback with my credit card company, and how quickly they emailed me back.
This purchase was made in May, and its now early July. The stress this company has put me through. I'm instead buying directly from MEACO (its also cheaper there too) and they give updates on stock. MEACO have also mentioned Currys, John Lewis, Argos as reliable places to purchase their aircon items. This website, like many others are saying in these reviews, is indeed a scam company.
Edit update: They have just emailed me: "Meaco have booked the unit in on Friday. We'll be sending them out on an overnight delivery as soon as we possibly can." However, I have several emails from them saying the same things over the month! That the units will be "100% in the warehouse tomorrow"; then the following week that the units will be sent "this morning", and then the gracious 1 week of full-on ignoring several of my emails, chats and phone calls. Led by another email guaranteeing delivery by the end of LAST week!
Don't let their excuses with review replies fool you; avoid buying from this company. I guarantee that you'll just end up another frustrated and out-of-pocket customer.
7. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi, I'm sorry you've been compelled to leave such a damning review. Clearly, a lot of the comments here are born out of frustration, and I totally understand it. There are a few accusations in here that are totally false, such as review farming. Trustpilot verifies the reviews on its own platform, as you can see, before the Heatwave we were rated Excellent. A lot of hard work has been put in to build our reputation, and reading the reviews on this platform is quite distressing for the team.
Tell you quite honestly what we are. We're a small team doing our very best, working around the clock to answer enquiries, and fulfill as many orders as possible. Most certainly not scammers. We definitely don't deliberately ignore people. I've had to introduce an AI answering service on the phone lines because, quite frankly, it's better than nothing. It allows us to feed the inquiry into the help desk and tackle them in order of oldest to newest. The calls are outpacing us 100 to 1 at the minute, and the enquiries coming in are outpacing us 10 to 1. Even after bringing in six more members of staff. I've never seen anything like this demand in over two decades of being in the industry.
The whole supply chain is struggling at the minute to meet deadlines and anticipate lead times, and we have to react as quickly as we can to the information that we receive.
I have contacted you to let you know that Meaco have booked these units in to our warehouse for Friday, and I've seen the chargeback come across. I've also tried to call you but only got your voice mail. I have given you the opportunity to keep the order live with us because, as you know, no matter where you're shopping, these MEACO units are incredibly hard to find at the minute. Please can you let me know by return email how you wish to proceed?
Apologies once again for the difficulty with this order. I can assure you these have been very exceptional circumstances, and it certainly won't be happening again next summer.
Happy with order, arrived despite rush of orders due to heatwave
Staff were overwhelmed by orders during recent heatwave, but I was fortunate enough to get my order placed and processed before the rush, with some help from George.
It arrived with only a slight delay in delivery time, but they were happy to refund the delivery cost.
26. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Toby. We really appreciate the good review. You are absolutely correct. The staff are totally overwhelmed. We're getting through it, but we are picking up a few negative reviews, as you can see. It's great to get the odd good review in these very challenging times.
Much appreciated, from all the team at AirCare.
Poor customer service
I ordered a cooling unit last week and have had no information from them on when its being delivered. I've tried emailing them (no response), calling them (can't speak to a human and no one called back) and the chat function on the website (no one logs on). I've spent over £400 and cannot get through to anyone regarding my order and its been a week. Really poor customer service.
7. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Joanna, apologies for the difficulty getting through. It's not normally like this, we are totally overwhelmed with the calls and inquiries coming in due to the heat wave. I've never seen anything like it. I've had to put an AI answering service in place to take in inquiries for those calls we can't get to.
However, I can see that your order was fulfilled and sent out on the 3rd of July. I'm hoping that it's landed since you left this review, but I've just put in a request with the warehouse to chase it with the courier. I'll come back to you directly by email.
Lots of bad reviews but genuine company
Lots of bad reviews, as I was worried my ac would not arrive and was a scam, However I ordered on 02/07 and it has just been delivered by Royal Mail as promised! I tried calling them a few times to find out when it would be dispatched but it just asks you to leave a message and they don’t call back. However they did reply to my email saying it would be dispatched that day which it was! Really happy, box was ripped open but Everything seems there.
6. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Mollie, thanks so much for the good review. It's incredibly distressing for the team to read all these bad reviews after all the hard work we've put in to building up our reputation. Until three weeks ago, we were rated excellent on Trustpilot.
I'm glad to hear you got your unit quickly. We are genuinely working around the clock to send everything out as quickly as possible, and get back to those who are left waiting.
Thanks again, it's really appreciated.
❌ Absolute Scam of a Company
❌ Absolute Scam of a Company – DO NOT WASTE YOUR MONEY AND TIME!I strongly advise everyone to avoid buying anything from Aircare Appliances. Their customer service is absolutely non-existent.
After taking my money, they completely vanished. I have tried calling them and emailing them multiple times, and they ignore every single attempt at communication.Buying from them is a complete waste of hard-earned money and valuable time.
They have zero professionalism and zero respect for customers. Save yourself the stress and buy from a reputable company instead. I want my money back immediately!
1. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi, I'm sorry you've been compelled to leave such a damning review. Clearly, these comments here are born out of frustration, and I totally understand it. Obviously, we are not a 'scam company', Though it is hard for the team to read, as they are working around the clock at the minute to try and get back to as many customers as possible and fulfil orders to vulnerable people and front-line services as a priority.
I'm really hoping that people can see that the majority of these negative reviews have happened in the last few weeks during the heat wave. This is obviously indicative of a huge rush of orders beyond anything we could have anticipated, and then being totally smothered by the follow-up wave of incoming enquiries.
I'm finding it difficult to attach your name to an order on our system, but I have requested information privately. If you could respond with a little more information, I can have a look into your specific case.
Avoid this "company"
If I could give zero stars I would - avoid this company. Ordered over 2 weeks ago when the company said the air con unit was in stock, nothing has arrived and no update. They have a bot on their phone number and don't call back so have essentially stolen our money. Avoid this scam at all costs.
UPDATE: after them responding on here pretending to apologise and asking for our order number, they STILL haven’t bothered to contact us. Total con.
21. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Katie, apologies for the difficulty getting through to us. We've been totally overwhelmed on the help desk at the minute. We are trying to get back to everybody as quickly as possible.
I can't trace your name back to an order on our system. I've requested information privately so I can have a look into it myself.
Apologies once again for the difficulty getting through. These are very exceptional circumstances for us.
Received incomplete ac unit which is…
Received incomplete ac unit which is useless. Customer service is clearly ignoring my emails. Scam. Please avoid
6. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Kamil, apologies for the difficulty getting through and the delay in coming back to you. We're obviously not a scam company or anything of that nature, the overwhelming demand has just made it very difficult to get back to everybody straight away.
I've just seen the email that you sent me, and quite right, it looks like the connecting piece for the hose is missing from the box. These units come over brand new from Olimpia Splendid, and they're not touched until they reach the customer, so I can't think how this could happen unless the box was repaired by the courier in some way.
I've contacted you directly by email with a solution.
Scam website. Avoid
Ordered an air con unite which said it would be delivered on the Saturday of that week. It's now over a week later and they haven't even despatched the item. I have emailed three times and just received an automated reply each time. Will be doing a chargeback. Complete scam website, selling stock they do not have. Avoid.
I can see they have replied. It's a complete lie. There is no tracking on my order and it still says it's not been despatched.
23. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Chris, I'm sorry you've been compelled to leave such a damning review. Your order was received on the 23rd of June and dispatched on the 24th of June. Generally, we don't really do Saturday deliveries, so I'm not sure where that information came from. Also, we are not a drop shipper. We hold healthy amounts of stock all year round normally. There have been occasions where we have needed to rely on the supplier to send things out directly from our stock allocations to get them there a bit quicker, but admittedly the information hasn't been coming back down the supply chain to the front line as quickly as it normally would.
I'm just chasing your order with the sending warehouse to see what's happened. Hopefully you've got it by now.
Apologies for the difficulty getting through to us, these are extraordinary times.
Scam website
Scam website, please do not fall for fake reviews.
Bought an item, it never arrived. They did not reply to any emails or phone calls
They are also intentionally selling Air Con units when they don’t have any in stock.
3. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi James,
I'm sorry for the difficulty getting through to us. It sounds to me like you have an order on our system and you've been chasing it since. Just to go some way to explaining, we're totally overwhelmed on the help desk at the minute, and we are getting back to people as quickly as possible. We're certainly not a scam company or posting fake reviews or anything of that nature. Trustpilot does a very good job of gatekeeping genuine reviews.
I've requested information privately, as I can't trace your name back to an order on our system. If you could respond, I'll gladly look into it for you if this is still an outstanding issue.
Awful...
I usually give preference to small business, and very rarely give bad reviews. But this company just set my teeth on edge. They COMPLETELY ignore emails, go radio silence and give ZERO updates on your orders.
Being a small company does not excuse treating consumers like pure garbage.
The kind of product they sell is not cheap! It's something you have to plan and budget. This is utter disrespect.
I will never recommend it, and now will have to go through the hassle of a dispute.
2. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Clara, I'm sorry you felt it necessary to leave such a terrible review. Ignoring customers is not something we do here, though we have been struggling to get back to everybody due to the demand over the last three weeks. I've never seen anything like it in over two decades.
I know one thing for certain, all the staff in this business are dedicated, friendly, and extremely hard-working. They have been working around the clock to try and get back to everyone. Nobody would treat a customer like garbage. I can see that your order was refunded at your request.
I wish you all the best, and apologies for falling short on this occasion.
Air conditioning installation
Really happy with my new air conditioning installation! From the first phone call to the final installation, the entire process was smooth and stress-free. The technicians arrived on time, were professional, friendly, and took the time to answer all of my questions without making me feel rushed. They explained how the system works, made sure everything was installed properly, and even cleaned up the work area before leaving. You can tell they take pride in their work. My home is now so much more comfortable, and the new AC runs quietly and efficiently. I really appreciate the excellent customer service and attention to detail. I wouldn't hesitate to recommend them to anyone looking for a reliable and professional AC installation service.
9. juni 2026
Uopfordret anmeldelse
AI Company. AC not received
AI telephone answer phone, AI replies to emails.
Still waiting for my AC unit ordered 3 weeks ago, despite paying for express delivery.
Pretty sure any positive reviews on here were left by bots.
Have contacted the bank to try and get our money back.
The ironic thing is that I found this fraudulent company via ChatGPT.
F *ck AI :)
22. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Laur, apologies for the difficulty getting through to us. What you are seeing here is a company that is totally overwhelmed. The team are working around the clock to try and get back to customers and fulfill orders, especially to people in vulnerable situations and front-line services.
This is the first time we have embraced AI to help us, and mostly out of desperation to be honest. It's not possible to answer every single call coming in. We're trying to answer as many as possible, but we can't possibly capture all of them. The AI answering service takes the inquiry and allows us to feed it into the help desk and get back to people in order of when they come in. Admittedly, the inquiries are still outpacing us at the minute even with six extra people trying to tackle them. Team are working around the clock to get on top, and I'm sure we will be very shortly. The reply to your email is just a standard auto-response, there's no AI involved at all. There's no real conspiracy with ChatGPT either. I've still not worked AI out myself, to be honest.
It does concern me that you've had to contact the bank to get your money back. I've just sent an information request privately. Please can you respond so that I can look into your specific case.
Apologies once again for the for the difficulty with your order, these are extraordinary circumstances for us and the rest of the industry.
Unit arrived damaged, AIRCARE uncontactable
Unit arrived damaged, unable to contact AIRCARE, was told 15 mins to reply but not heard anything.
2. juli 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi, apologies for the difficulty getting through. We are getting back to people as quickly as we possibly can, level of enquiries coming in is proving a difficult challenge. Sorry to hear that your machine arrived damaged. If you could provide some information that would help me tie this back to an order, I'd be glad to look into it straight away for you.
I placed my order on 21 June and have…
I placed my order on 21 June and have yet to receive the air conditioning unit. The last update I received, after following up, was that I should wait for the delivery driver to contact me, as they are unable to provide a tracking number. This level of service is extremely disappointing. Based on my experience, I would not recommend this company to anyone seeking reliability or peace of mind, as the customer service has been very poor.
Lastest Update
Got an email below on the 1st of July
Firstly, please accept our sincerest apologies regarding your order. Unfortunately, due to significantly higher demand than anticipated, our current stock allocation has now been fully exhausted, and we are unable to fulfil your order within the original expected timeframe.
We are pleased to confirm that additional stock is already scheduled to arrive, with replenishment expected on 12th August. As things stand, we would be very happy to keep your order active and prioritise processing and dispatch as soon as the new stock becomes available.
I reserved my comments until the product is delivered.
21. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi, apologies for the difficulty in getting through to the help desk. It is totally smothered at the minute with the amount of inquiries coming in due to the extraordinary demand that the heat wave has brought with it.
If the team have told you that your unit is out with the courier, that's a great start. Tracking information just hasn't been coming down the supply channels to the front line as it normally should.
I hope this is resolved by now and that you have received your unit. If this is still an outstanding issue, please reply directly to the request for information so that I can tie your comments back to an order on our system.
Kind regards,
Aircare
Fantastic and reliable supplier! 5-star service every time.
We have been working with Aircare Appliances for a long time now, and they are hands down one of our most reliable partners. Whenever we need something urgently, the team goes above and beyond. Just recently, we needed a unit delivered to our office by Wednesday morning, and George and the team sorted everything out, processed the invoice, and booked next-day AM delivery within minutes. Absolute superstars! If you want a supplier you can completely trust and depend on, look no further. Thank you for the amazing cooperation as always, keep up the great work!
29. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi, thanks so much for the support. The team love working with you guys, and long may it continue.
Stay cool! Aircare
Extremely disappointing experience!
Extremely disappointing experience.
Before placing my order, I specifically asked about delivery because I needed the air conditioner within a reasonable timeframe. Based on the information I received, I decided to order from Aircare instead of another retailer.
After placing the order, I received no tracking information, no courier details, and no estimated delivery date. Customer service repeatedly responded with vague messages such as "it's on the way" without providing any actual information.
Only after chasing them several times did they tell me that new stock from the manufacturer would not arrive until the end of July, something that was never disclosed before I placed the order.
My contract is with Aircare, not their supplier. As the retailer, they should know the expected delivery timeframe before taking customers' money, or at the very least communicate delays honestly and proactively.
The biggest issue isn't just the delay. It's the complete lack of transparency and communication. Had I known there was no stock and that delivery could be delayed by more than a month, I would have bought from another retailer.
Very disappointing customer service, and I would think carefully before ordering if delivery time is important to you.
22. juni 2026
Uopfordret anmeldelse
Besvarelse fra Aircare Appliances
Hi Ezgi, I'm sorry you felt compelled to leave a one-star review. Though reading it wasn't as difficult as some of the reviews on here, it feels like a genuine reflection of your experience with us. We actually see these kinds of reviews as quite useful, as they are educational for the staff and the business. Helps us improve our customer services
In this case, I can see that there are a few causes for the lack of transparency and communication and the delay. Your order was part of the first heat wave that hit us. And I have to say, in over two decades of doing this, I have never seen anything like it. We had a whole container of the Midea split-portable air conditioning units disappear in one afternoon. After that point, we knew that our supplier, who holds some of our consignment stock, had units available to send out, so we sent some orders across to them to dispatch. The trouble is that orders were coming in to them so fast that they couldn't get a grip of numbers very quickly. Therefore, the information didn't come back down the supply chain as quickly as it normally would.
Since you placed the order, the help desk has been totally overwhelmed with the enquiries coming in. We are getting back to people as quickly as possible, and I'm confident that we'll be back on top of the demand over the next few days. Though it will take a team of eight people to work tirelessly through the night to achieve it.
A lot of lessons learnt for the company this year. We certainly won't be putting ourselves in this same situation next year. I can see that a full refund was processed for you. If you are suffering in the heat, we have another container of the Midea portable split units arriving at the start of August. I'd gladly put your name on one!
Sorry for falling short on this occasion. Take care and all the best. Aircare
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