ao.com

Glad so many people seem to have had a good experience, but mine was pure parody. Installation guys refusing to install, faulty appliance having to be swapped, damage to my walls pulling it in and out, bizarre complaints procedure where customer advisors phone me every day at 9am to say the same thing. Argos forever from now on!

It was immediately apparent that the driver who arrived to deliver my washing machine had no desire to deliver at the location (5th floor flat- even though there is a lift immediately leading into the loading bay). When I contacted AO they revealed for the first time that their drivers are self-employed and they have no control over them- their drivers are effectively given complete discretion over whether or not they feel like doing the delivery. It is completely unacceptable for a company of this size and national profile to not employ drivers or have contracts that enable it to instruct them. Never again will I make the mistake of relying on AO.

Also, booking next day delivery with AO actually meant a date thirteen days in the future (although you only find out at the last stage of check-out). Classic 'bait and switch' tactics.

Thank you AO for the gift of Christmas without a working washing machine.

Following problems with the misled information on the sites integrated fridge freezers the customer services advisers came to a satisfactory outcome which we are happy with. Special thanks to Andy and Damien.

Polite and friendly. Logical. Happy to take up 3 flights of stairs. Arrived on time and phoned beforehand. Thank you again for your great website and service. Very affordable too. Thank you

Horrible, first and last time buying with this 3rd world company. Placed 2 orders both of them cancelled, same excuse for both, items out of stock. Funds being hold forever. 3 hours to call and talk with someone. Lost amz price match to buy from this crp company and now they cancelled. That is why we should avoid this companies nowadays. There is no respect for the costumer they do just what they want. Imagine how bad and dmb is a company which can't deal with the stock number, now imagine buying from them :) i woudn;t trust them to clean my toilet.

Absoultely shocking company!
Paid extra for our washing machine to be connected but the incompetence of their delivery driver meant there was a serious leakage for a number of weeks. When bought to the attention of AO customer service they didn;t want to know, they wouldn't investigate further and flatly refused to check if the water had caused damage to the sub floor. Therefore, we'll have to foot the bill for their extreme incompetence. You couldn;t make it up!
Stay away!

Bought an American fridgefreezer in aug 2020. Just had an engineer as its not working only to be told the whole motor has gone to the tune of approx £360 to fix. He couldn't believe it was so young and said it should have been good for 10 years

Horrible service. Been waiting for a month to have a dishwasher delivered.
The first time they couldn't deliver my appliance because their van could not fit in our parking. The second time we rescheduled during the weekend so that they could park in the street. They didn't even try to, and the customer service had the audacity to ask if they could just deliver the appliance to install it ourselves.

To the AO logistics team: this is London. Streets are small. If you can't offer delivery with vehicles that fit in, just don't. You'll save everyone's time.

To the AO customer service team: don't hire people who can't provide support and suggest we do the work we pay for ourselves.

This is by far the worst appliance service I've experienced. Unacceptable

Awful experience with ao.com! We ordered a Samsung washing machine from ao.com, paid extra for next day delivery and extra for installation. Was delivered yesterday after 3pm. However it doesn't work. I waisted half a day today on the phone with ao.com and Samsung. Ao's process is to send you to the manufacturer who made me to put a 2hr44min long cycle and another 15 min cycle and made me hold my phone up on video call so they could watch the wasching machine (not) working properly. Samsung agreed the machine is faulty but they won't replace it! Instead they're wanting to send an engineer to find out what the fault is. I explained I do not care what the fault is, I do not consent to any repairs (could have bought a cheaper used/ repaired washing machine!), I want a new washing machine that does work. I pointed out to two separate ao.com advisors that our contract is with ao.com not Samsung. They would not budge! With two little kids this is a massive inconvenience and may take several days still to resolve as the engineer is supposed call us within 48hrs! And that's only to arrange a visit - we're busy people who work and can't be available at a drop of a hat! Just appalling - after paying extra for a brand that's supposed to be good and extra for next day delivery and installation. Never again buying from ao.com Please beware!

Brought a fridge afire f/feeder November 22 the bottom of the fridge freezes everything had to move salad bin off bottom not keen on frozen salad. Had 3 engineer visits they say it's not working properly but won't say it's faulty. Ao offered me a 45% refund which I took as an insult. Totally rubbish customer service I will never buy from them again and I will never recommend them either. I am now going to take it to a solicitor

Just awful customer service! Rude don't wanna help and lied to make me do A order so I'd order the washing machine!

Rang customer service and spoke to two people but the second lady was so rude. She told me to stop ringing there number and while I was talking just banged me straight throught to another line. She said I would keep going to the back of the queue whuch is fair enough but her tone and dont care attitude left a lot to be desired. Annoyed second appliance I have purchased from AO is causing me grief, Will be going to john lewis next time. And spend my money there.

Absolutely Avoid at all costs!
Had and American ff delivered and firstly I had AO 5 star, so I pay this for them to take my old one away. 6 DAYS LATER they turned up to take it! And at the point of delivery the crew bumped my f/f and when I looked the driver simply said oooppss. Then when they brought it in the house my new kitchen floor got damaged. I have phoned several times about the and assured it would be sorted and promised call backs, that never happened. Now I have provided pictures of damage followed all emails and they just keep asking for more. Not willing to sort it out so now taking it further that these cowboys

The dishwasher which used less than 9 month from A.o.com has to be repaired and part exchanged today. The warranty comes for any electrical product and it's not something additional they do for customer. 400 pound spent and now to keep me quiet 30 pound voucher offered. The item they sold was faulty regardless of repair. The item used for short periods doent have to go through part exchange

I can not believe how bad the service has been from AO. Do not deserve 1 star, 4 failed deliveries, no information unless we chase and wait half an hour to get through to customer services. Promises to ring us back and never do. Now 2 weeks before xmas and have no cooker. Will never use the company again, really didn't care that we have rearranged our lives to wait in for 4 days, booked leave etc, and all they can say is sorry, really don't know what's happened it will definitely be delivered next time.

The 2 delivery guys were very polite, courteous and went full out to get the freezer exactly where I wanted it put. Considering neither the front or back door were wide enough to get it in, they went to a lot of trouble to get it through our back garden gate and in through the patio doors. Again they faced the same problem, door to utility room not wide enough so they very kindly unpacked the freezer to get it through to utility room door and they did so without a problem and no extra cost to me.
I am one very happy customer and would % recommend them Well done to the two gentlemen

Their price matching is a joke. I had the product (Samsung Family Hub RF65A977FSR) in my basket when they raised the price from 3,379 GBP to 4,479 GBP this morning. I asked them about selling it at the price from 2 hours ago and provided several websites still selling the product for 2,999 GBP. Stores like Samsung and Currys, among many others in the UK. However, they refused to match the price, even though their website promises that they will.

Ordered a dishwasher and it arrived badly damaged in about four places. Paid for installation but was told (before unwrapping the machine) that we'd need a plumber due to the pipes being what they were (no real explanation). We cancelled the order and got a refund, ordered the same with Currys with a discount code so it was less expensive, the delivery guys were great, installed it no problem and the machine was perfect.

Horrendous, "Computer Say's NO", attitude. I have never come across such incompetence before. I skipped customer service and just went straight to complaints. A debacle covering, 3 machines, 3 installation services (trained monkeys would be more effective) and pathetic, withering platitudes stating that we will fix everything, do not be concerned! Well order refused and now considering legal action due to blatant fire risk of mentioned Installation Service Personnel.

We didn't get our fridge. Despite having long conversations with AO about the delivery - there are lots of steps and turns - the delivery men were unable and unwilling to deliver. We have cancelled the order. We appreciate that getting an American fridge up the steps is a difficult job, but not impossible as the fridge was to replace one of similar dimensions. We are disappointed as this had all been discussed with you prior to placing the order

**AVOID ORDERING FROM AO**

I'd recommend looking elsewhere to AO if you want your items to turn up or your money at least returned.

I ordered a laptop from AO, received confirmation of the order being completed and then a few days later, the money was refunded to our account with no explanation. We followed this up with a call to be told that we needed to provide a bank statement from the account holder (which at no point we were asked for), and as we didn't supply it then our order was refunded.

We then tried to re-order the laptop, and to try and head off the problem we then contacted AO directly ourselves, who asked us to send a statement of the bill payers account to Order Review email address. The Order review team are still referencing the old order, which they have already refunded, and won't progress with confirming or refunding the new order. Even giving the dates of the new order (29th November) they're claiming that this was refunded on 26th November?!

Awful experience, very unhelpful staff, still waiting on a refund. We've ended up getting the laptop we were looking for from Very which was much easier.

I ordered a new iPhone which I paid for in full (£1,256.00). Instead of the iPhone a battery charger was delivered (about the same weight and size).
Contacting AO I was palmed off after 3 weeks saying I should talk to the police (which I had done) and it wasn't their problem. No apology or refund issue.

If I could leave 0 stars I would, bought a LG fridge freezer (delivered 7th march 2024), when they delivered it they carelessly bent in the back of the fridge and told me it would be fine when bent back, stupidly I took their word for it...
Since the fridge freezer went on, it froze everthing in the bottom of it and the temperature in the middle fluctuated between below freezing and 10 degrees without it being opened or changing the settings, I tried several different thermometers to check that this wasnt just inaccuracy of the thermometers i was using, it wasn't, the final straw was then it froze raw meat that was in the meat drawer in the FRIDGE! Contacted AO about this fault and from the get go they were unhelpful, the attitude was rude and demeaning, I had, had it just over a week at that point and was well within the cooling off period, they told me they wanted an engineer to look at it but that was scheduled for 2 weeks later (27th March) - you can't leave someone without a fridge for that long especially when it was them that caused the fault in the first place, they should have just swapped/refunded it in full. Upon saying that I wanted to send it back as I was well within my rights to as I was still in the cooling off period, they said that because they didn't know if there was a fault they were keeping 30% of the refund for THEIR TROUBLE or if i had another off them they would only keep 10%! We will be taking this to the small claims court because they cannot do this! Absolute con artists DO NOT BUY FROM THEM! £870 fridge freezer and only got £631 refund! This will be taken further BUT what is even more interesting is that the drivers that came to collect it from AO had never heard of this being done before and were absolutely disgusted by the attitude and "resolution" that the company had come to, so I'd love to know why this was done to me and your EMPLOYEES had never heard of this being done before! Sounds like you're making it up as you go along! This will be taken further, and I would never reccommmend or use this company again, BEWARE of buying from this awful business - I got a replacement from a small local firm 2 days later that gave 100% better service than these con merchants, shop local and force these robbing and stealing companies out of business!