Marica Dacey
I never imagined I would be writing a review like this about Aitoro Appliances.
I grew up shopping at Aitoro with my grandparents. My family has been a loyal customer for going on three generations. I have purchased numerous major appliances from Aitoro for my home over the last 8 years, including a Wolf cooktop, ASKO dishwasher, Sub-Zero refrigerator, and most recently, an ASKO washer and dryer last December. We continued to shop there because we believed in what a family business was supposed to represent: trust, relationships, accountability and standing behind the products you sell.
Unfortunately, that experience is now a thing of the past.
The ASKO dryer we purchased last December has never worked correctly. From the beginning, our clothes were consistently coming out damp. Eventually, the machine began smelling strongly of burning rubber, at which point we called for service. It took weeks simply to have a broken belt replaced.
Because it was clear that something was wrong with the machine, I asked about having it replaced. I was told that the manufacturer requires the appliance to break three times before it can be replaced. Given how long the first repair took, I specifically expressed my concern that the process seemed capable of dragging on until the two-year warranty conveniently expired. I was assured that would not be an issue.
Fast forward to about a month ago: the machine broke for the second time.
For the latest repair, we had to wait weeks for the necessary part and for the repair to finally be completed. And after all of that waiting, the dryer broke for the third time after running a SINGLE load of laundry.
Let that sink in. We waited weeks to have a defective appliance repaired, only to have it fail again after one load.
At this point, this isn't an isolated service issue. It is a defective appliance that has repeatedly failed, coupled with a customer service experience that has been beyond unacceptable.
Throughout this process, we have been given no meaningful solution, no reasonable accommodation and no sense that anyone is actually taking ownership of the problem. Instead, we have repeatedly been told some variation of: you have to wait.
Wait for the part. Wait for the technician. Wait for the repair. Wait while we continue to live with a defective appliance that we paid a significant amount of money for.
I can honestly say I have never experienced worse customer service.
And what makes this particularly disappointing is that I understand family business. My grandfather built his business around the idea that his name was attached to every customer interaction. His legacy is not simply the business itself. It is the standard he set: work relentlessly, do the right thing, take care of your customers and never lose sight of the fact that the relationships you build are what allow a family business to survive for generations.
That is the same legacy my family works every day to uphold.
For years, I believed Aitoro operated with that same sense of responsibility. Sadly, I no longer do.
What is most disappointing is that this situation was entirely fixable. I wasn't asking for something unreasonable. I wanted a defective appliance addressed appropriately and, after months of problems and repeated delays, I wanted someone to actually take ownership of the situation.
Instead, our loyalty and nearly three generations of patronage have apparently been worth less than the cost of solving the problem.
It is a shame, because we genuinely wanted to continue supporting Aitoro. But this will be our last purchase from Aitoro, and my family will no longer be recommending or shopping there either.
If you are considering purchasing a major appliance, I would strongly encourage you to look elsewhere. When something goes wrong, the appliance itself may be manufactured by someone else, but the way a retailer handles the problem tells you everything you need to know about who you chose to do business with.
Aitoro has had three generations of our family's business. They will not have a fourth.
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I never imagined I would be writing a review like this about Aitoro Appliances. I grew up shopping at Aitoro with my grandparents. My family has been a loyal customer for going on three generations. I have purchased numerous major appliances from Aitoro for my home over the last 8 years, including a Wolf cooktop, ASKO dishwasher, Sub-Zero refrigerator, and most recently, an ASKO washer and dryer last December. We continued to shop there because we believed in what a family business was supposed to represent: trust, relationships, accountability and standing behind the products you sell. Unfortunately, that experience is now a thing of the past. The ASKO dryer we purchased last December has never worked correctly. From the beginning, our clothes were consistently coming out damp. Eventually, the machine began smelling strongly of burning rubber, at which point we called for service. It took weeks simply to have a broken belt replaced. Because it was clear that something was wrong with the machine, I asked about having it replaced. I was told that the manufacturer requires the appliance to break three times before it can be replaced. Given how long the first repair took, I specifically expressed my concern that the process seemed capable of dragging on until the two-year warranty conveniently expired. I was assured that would not be an issue. Fast forward to about a month ago: the machine broke for the second time. For the latest repair, we had to wait weeks for the necessary part and for the repair to finally be completed. And after all of that waiting, the dryer broke for the third time after running a SINGLE load of laundry. Let that sink in. We waited weeks to have a defective appliance repaired, only to have it fail again after one load. At this point, this isn't an isolated service issue. It is a defective appliance that has repeatedly failed, coupled with a customer service experience that has been beyond unacceptable. Throughout this process, we have been given no meaningful solution, no reasonable accommodation and no sense that anyone is actually taking ownership of the problem. Instead, we have repeatedly been told some variation of: you have to wait. Wait for the part. Wait for the technician. Wait for the repair. Wait while we continue to live with a defective appliance that we paid a significant amount of money for. I can honestly say I have never experienced worse customer service. And what makes this particularly disappointing is that I understand family business. My grandfather built his business around the idea that his name was attached to every customer interaction. His legacy is not simply the business itself. It is the standard he set: work relentlessly, do the right thing, take care of your customers and never lose sight of the fact that the relationships you build are what allow a family business to survive for generations. That is the same legacy my family works every day to uphold. For years, I believed Aitoro operated with that same sense of responsibility. Sadly, I no longer do. What is most disappointing is that this situation was entirely fixable. I wasn't asking for something unreasonable. I wanted a defective appliance addressed appropriately and, after months of problems and repeated delays, I wanted someone to actually take ownership of the situation. Instead, our loyalty and nearly three generations of patronage have apparently been worth less than the cost of solving the problem. It is a shame, because we genuinely wanted to continue supporting Aitoro. But this will be our last purchase from Aitoro, and my family will no longer be recommending or shopping there either. If you are considering purchasing a major appliance, I would strongly encourage you to look elsewhere. When something goes wrong, the appliance itself may be manufactured by someone else, but the way a retailer handles the problem tells you everything you need to know about who you chose to do business with. Aitoro has had three generations of our family's business. They will not have a fourth.
