Aitoro Appliance & Electronics

Poor Communication and Disappointing Service – 3 Strikes We spent $38,000 on kitchen appliances at Aitoro in May, expecting a professional experience to match the investment. Unfortunately, what followed was a long series of communication failures and frustration. 1. Major Delivery Delays: We were told our appliances would arrive in about a month. Instead, we received a partial delivery in September and the final delivery in late November. While the delay may have been the manufacturer’s fault, Aitoro's lack of communication was unacceptable. We had to repeatedly chase them down for updates — no proactive outreach, no transparency. 2. Poor Product Guidance and No Flexibility: We purchased a $500 chimney duct cover after asking the salesperson multiple times whether it was needed and compatible with our kitchen specs. He assured us it was. When it arrived, we realized our ceiling was too low for it. It was still in the original packaging with shrink wrap, but Aitoro refused to accept a return. Had the salesperson disclosed it was non-returnable, we would never have purchased it. That’s $500 in the trash — and zero accountability. 3. Refrigerator Replacement Fiasco: Months later, our refrigerator turned out to be defective. The manufacturer sent a replacement to Aitoro, but we never heard from them. I had to leave multiple messages for E. Aitoro (the contact provided by the manufacturer) — no callback. Eventually, I received a text from the delivery department. They scheduled a Saturday delivery — no-show. Rescheduled for Monday morning — another no-show. After more calls, they claimed a “miscommunication” and pushed it to Monday afternoon. I had to take the entire day off work just to be strung along. Aitoro, communication should be the easiest part of customer service — especially when things go wrong. Unfortunately, your repeated lack of responsiveness, accountability, and follow-through made an already stressful situation worse. For such a high-ticket purchase, we expected better. This experience was unprofessional and disappointing.

Aitoro Appliance took an order for a $10k Sub Zero, and then informed us that there was a long back order. After several weeks of confusion, an $8000 plus Bertazonni 30" refrigerator was ordered. Upon delivery it was discovered: the salesman forgot to order handles, the ice maker was delivered and installed broken and one of the three lights were broken. Aitoro technicians were too confused by the confusing Bertazonni menu to properly complete the installation and would not or could not service the damaged unit. It's been three weeks. We are still waiting for the Bertazonni specific repairman to show up, but we're told it's another week. Still no handles. Before spending big on an appliance, please consider how poor Aitoro is after point of sale. They have been awful and very poor communicators. In addition, the Bertazonni, at over $8000 seems very poorly constructed with almost no service support. Hope this is helpful and that it enables you to avoid the same frustration.

Repair was delayed because they couldn't source Bosch Parts.  Extended warranty was useful in the fact that there was no cost for the repair, but being without a washing machine for 6 weeks is terrible and not a solution for anyone.   I ended up buying another washing machine from REO Appliance in Norwalk (a QueenSpeed) which has far less electronics, and now using our Bosch as a secondary backup machine.
Just can't believe how poor the service was, and the lack of communication.  This was the second appliance that has failed coming from Aitoro (a Electrolux refridgeerator failed 2 years ago and was a total lemon, which was eventually replaced).  I don't understand why this company stocks items that are not reliable.

Our washing machine recently broke and warrantech came out to fix it. They weren't able to fix it easily and we went back and forth for about 6-weeks trying to get them to replace it or to fix it. We were at a loss and needed help navigating the difficult waters of warrantech's warranty department. Patty Balzano at Aitoro to the rescue! She helped find the right people at warrantech to talk to so we could get the matter resolved. Warrantech ultimately agreed to replace the broken washing machine. Without Patty I'm not sure if we would have ever gotten the warrantech warranty issue resolved. A+ for Patty and Aitoro. One note about Aitoro as well. They're a high end outfit, but unlike many other high end outfits I've dealt with, they actually care about you and the sale after the purchase. The prices aren't the absolute best, but I'm always willing to pay a bit more (5% or so) to work with the people at Aitoro because they're worth it.

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We needed a dishwasher quickly.  When we entered Aitoro's almost immediately there was a sales person available to help us. He answered all of our questions and because we had done preliminary shopping on line, we made a decision quickly. The sales person put together the paperwork very quickly.  He arranged for a delivery 2 days later. They arrived on time as scheduled and removed and took away our old dishwasher and installed the new very quickly. There were no signs they had even been there when they left.  They could not have given us any better service !

Overall, it went well.  The salesperson spent time educating me about the pros and cons of my various options providing information that aided me in making my purchase decision.
The products were ordered and scheduled for delivery and arrived as promised.  The products were installed by another outfit.
My greatest disappointment: On a $5,000 purchase for a new home I was surprised that there  wasn't a follow-up to make sure we were satisfied with our purchase. Not even a simple "thank you" note or call. 
I shopped Aitoro's because I love supporting local and independently owned businesses.  They have a great selection and knowledgeable sales staff who do a fine job. 

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Brand new washer would not go into the spin cycle. Tech came out, identified problem and it now seems to be fixed. After replacing the front panel, my wife noticed that the panel was not flush in its fit to the side panel. Another service call to the unfriendly service coordinator at Aitoro and same tech came out and declared it was now flush. Again my wife found that the panel was loose and not tightly fit. I am done with this appliance store. The washer seems to be working so I am giving a grade of "C" instead of an "F" and will have to hope nothing else goes wrong. I dread calling Aitoro again and have yet another tech come out an not do a complete or thorough job. I can not recommend this store anymore.

This was my third experience with Aitoro. They are a great, local appliance dealer. I had previously bought a washer and dryer from them, and had repair work done, so I knew they would be the best place to go. I did my research ahead of time on what I wanted and checked out the price. They matched - and even beat - the price of the microwave I wanted. I bought it on Tuesday, and they were able to schedule delivery for Saturday. The only issue I had was that I needed to call to find out when the installer was coming when I hadn't heard by almost closing time on Friday. My call was returned right away, though, and I had an estimate of between 1:00 and 3:00. Normally I hate time windows - but in this case, the installer showed up around 1:20 and had everything up and running by 2:00. This included taking out the old microwave, drilling new holes in the cabinet and putting up a new mounting bracket, installing the new microwave, sealing the vent, testing the unit, and cleaning up. I was thrilled not to have wasted the entire afternoon! So far I'm very happy with the microwave, and as always, I'm happy with the customer service I can count on from Aitoro.

Went well but not happy to be charged an extra $5 "gas" fee which dept failed to disclose when providing quote.

The technician was prompt and courteous and was able to identify the issue quickly. He also gave me his cell number in case I experienced more problems that day (didn't need to but it was nice that he offered).

When I learned of the issue this fall, I contacted Nik Cascella, manager of Aitoro's Norwalk store. Nik did the right thing and was willing to swap out a new conventional microwave (that pulls less power from the circuit) for the used convection unit at no additional charge, including installation of the replacement. Even though the issue had not been resolved three years ago, Nik put a satisfied customer first!

It went well salesperson was very informative and although the installer was a couple of hours late we got it done.  I put a 'B' for quality as that relates to the appliances---except for the Asco dishwasher  I personnaly believe all mid-grade appliances are not as well made as they used to be---too much consolidation in the industry.

While purchasing the washer and dryer the salesman informed us that the extended warranty would cover everything that wasnt caused by us. He also agreed to throw in a set of metal braided hoses for us which we never recieved and after several calls gave up on. A couple of months ago, the dryer door wouldn't close, but we realized that if you lift up on it it closes. Since we were still able to do laundry I didn't call right away. Yesterday when washing a pillow the washer started smoking and we immediately stopped it and called Aitoro. There are burn marks on the pillow (which is machine washable) The rather unfriendly service rep said I had to call the extended warranty place and gave me the number. I called them and they informed me that unless the problem was caused by an electrical problem it wouldn't be covered and I would have to pay for the service call. They said the hinge on the washer would not be fixed because it's mechanical. So an integral part of the dryer which broke for no reason will not be fixed even after paying for the extended service plan. I called Aitoro and asked if they would fix the hinge but said that since the washer was 1 year old last week it's past the warranty and they won't do anything. The worse part is Dealing with the unfriendly and Unhelpfull staff at aitoro, where it seems that once they have your money, they dont care anymore. We will see what happens on this service call, but I don't have high hopes. I'm sure they will try to make me pay. I would recommend that no one ever shop at this store and NEVER get the extended warranty, As it doesn't even cover everything.

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They were very responsive, personable, and reasonable prices.

Salesman, Rocky, was helpful in choosing a combination of new appliances that fit our needs. The Refrigerator and stove arrived but the Stove was not working properly. They replaced it immediately. Delivery guys were courteous and professional...For both the 1st delivery and the replacement.

THE PRICE AND QUALITY WERE EXCEPTIONAL. THE SERVICE IS LACKING. THE QUALITY OF THE WORK WAS GOOD. THEY ARE ONE OF THE BEST IN CONNECTICUT.