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Contacting Airward

B

burtw

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I ordered the tunnel access plates from Airward over a month ago. Other than an email confirming my order and saying they would notify me when it ships. I'm trying to find out what the wait time is. Can't seem to find a phone number on their website. Emailed a couple of times but no response. Anyone else having this problem?
 
I contacted him at a couple weeks ago, I was able to reach him in the afternoon time frame. If you Google Airward his local number will come up. His 800 number wasn't working when I tried it.
 
My assumption is that he's at OSH. Haven't heard back since placing the order last Tuesday - hopefully hear something in early August.
 
I placed an order on August 10. I haven’t heard anything except the initial order confirmation and also see that my credit card was charged immediately. I have attempted contact them via phone, email, and their contact page with no response. Getting close to contacting the credit card company and filing a dispute.
 
Give it another week or so.

I think mine took about a month before it shipped. Others seem to have a similar experience.

Fyi, I had also tried contacting multiple ways and numerous times, and then it just shipped out.... not the recommended way of doing business, but I did get my parts.
 
The last time I ordered wing bolt kits for Cherokees that I work on, it took a month to a month almost two months to get parts. Would not return phone calls.. however the parts would eventually ship out and show up
 
dktgarlick said:
The last time I ordered wing bolt kits for Cherokees that I work on, it took a month to a month almost two months to get parts. Would not return phone calls.. however the parts would eventually ship out and show up
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My experience as well…back in June I ordered a hinge reinforcement kit for my 10…finally showed up last week. Emails and phone calls were all unanswered.
 
Sounds like this supplier needs some work on his "Customer Service Skills"....i.e. a note in his email indicating approximate wait times, etc.
Just my $.02
 
I am in the same boat. I ordered the hinge reinforcement kit and tunnel access kit all the way back in July, but nothing since. I emailed asking for the status update 4 days ago, nothing. I emailed again asking to cancel the order last night. If I don't get a cancel in the next few days, I'll do a chargeback 🤷‍♂️.
 
I ordered a couple of access panels from the website, credit card was charged immediately, over a month later and no parts. No replay to calls or email. Like previously said, the 1 800 number is disconnected. So I disputed the CC charge, got my money back and moved on. I don’t know what is going on with Airward but they didn’t deliver for me.
 
Good news today. I received a phone call from Mr. Ward and he is shipping my order today. Told me he’s been out sick for about six weeks and he is working to catch up.
 
JohnBruns said:
Good news today. I received a phone call from Mr. Ward and he is shipping my order today. Told me he’s been out sick for about six weeks and he is working to catch up.
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Take it from someone that in years past 'did it all' from emails to building assemblies, to packing and shipping. Its a 48 hour a day job. David has great stuff, and yes with alot of orders, you get backed up. I addition, life events can sometimes hamper best intentions. I personally think he gets a pass.
Tom
 
TS Flightlines said:
Take it from someone that in years past 'did it all' from emails to building assemblies, to packing and shipping. Its a 48 hour a day job. David has great stuff, and yes with alot of orders, you get backed up. I addition, life events can sometimes hamper best intentions. I personally think he gets a pass.
Tom
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Agreed!(y)

I placed an order for the tunnel access kit on 7/15 like an idiot (the week before Oshkosh) - realized my error and decided to wait until a couple weeks after the show to try to contact. I sent several emails, which like most of you went unanswered (now we know why).

I waited another week or so and called the 415-897-2295 number, and spoke to David. He was able to get the kit shipped in a couple of days.

As with most things in life, when it gets really busy or complicated, communication is the first thing to go which unfortunately causes the problem to snowball. Fortunately it sounds like they're getting back to normal but if I needed something soon, I would place the order then call the number above until I spoke with someone🙂
 
Checking back here to mention that I called them and my package shipped a day or two later. But yeah, CS needs major work. Customers should not need to call to get the package shipped!
 
Quick update for anyone else, like me, who found this thread after having issues with an Airward order. I placed an order on October 28; credit card was charged immediately but saw no follow-up. I sent several emails requesting information which were never returned. After finding this thread I decided to wait a while before cancelling the credit card charge. Sure enough, 1 month later to the day, I got a shipping notification and received my order a few days later.

The customer service situation doesn't appear to have changed since this opening of this thread, but I did ultimately receive my order. Hope this can at least be another data point for someone else.
 
Candidly, my observation is that we have gotten spoiled with the expedited shipping and detailed updates from Amazon and similar. That works if you have the infrastructure to support the minutea of updates.

For a small vendor, they want to focus on building parts, etc.

Glad you got your parts. I had a similar experience, but ultimately received my parts too.
 
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