ao.com

Previously I used AO and the experience was good, however this time I cannot say the same.

The experience went from bad to worse too potentially catastrophic.

Bad - we had a time slot allocated, which was not adhered too instead they were 2 hours late.

Worse - they were not able to fit the product because they said there was an open valve pipe there.

Potentially catastrophic - the engineer a "gas safe" registered engineer left this potentially life threatening open gas valve without getting in touch with the national grid, which in turn could of been life threatening.

Once the Cadent engineer come he found the pipe to not be in use, which if this so called "gas safe" registered engineer had of done his due dillegance he would of been able to figure this out.

Speculation - it seemed to me like this engineer did not want to do the job and just wanted to create a reason why not to do the job.

Comparison - got a product from Curry's today; they come on time, did not try to get out of doing the job and also they were friendly and great assets to their respected company.

Conclusion - go get your products from Curry's their team sure know how to look out for their customers

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

After all the hype of advertising on TV, I thought AO.com would live up to it. Wrong
We ordered a new fridge freezer, discussed the ones available and chose one, more expensive than we wanted but was assured that AO.com could deliver. I received two txt messages during the week prior to delivery saying there was an issue with the order delivery please call *******2672. I did and waited for over half an hour on two occasions, no one bothered to answer. Then I had a txt the day before delivery saying that the delivery was still on for the morning. Yippee!, Did a track my order and sure enough, there it was for delivery next day. On the delivery day, I checked the order tracker again, and it was still saying delivery imminent, so we defrosted the old unit, stacked all our frozen food in freezer bags and boxes, and waited. And Waited. Finally I had a call from AO.com at about 1.00pm. I assumed this was the delivery time information, and then they dropped the bombshell. They didnt have the unit to send, Never did have, and earliest possible delivery late September. So they took my order, took my money, the full amount, got me to agree the insurance, and told me a delivery date that the sales people must have known could not be met. It was agreed to refund my money and that will be the last time I have contact with this company. I suggest if you want to use them, check very thoroughly that they do indeed have your product in their store.

Ordered Beko freezer, £189, switched on for 12 hours, all okay so filled it with around £45 frozen food. Food didn't freeze. Engineer had to be called out before we could return it. Engineer confirmed freezer was losing gas and motor would be on more and more to try to keep food frozen. Told ao that we wanted a bigger one anyway (but not Beko) and asked that we should be compensated for loss. Sent in Farmfoods receipt and was told that we could have £30 back as we had purchased fruit as well. Yes, frozen fruit, which has gone to mush. Told them that we wouldn't be ordering a new freezer from them unless we were more realistically compensated with £40 as everything had to be thrown away. We were then told that the faulty freezer would be collected, money reimbursed for the freezer, which it was and £30 for loss of goods to follow afterwards. Initially a receipt was all that was asked for, but later when I asked when would we be reimbursed, was told that they were waiting for photographic evidence. Who keeps smelly, decomposing food? The £30 was also offered as a "gesture of goodwill" because they don't normally do that sort of thing. Rubbish company which we have used several times previously but never again.

EXTRAORDINARY BAD EXPERIENCE that caused me frustration and anxiety.
On 7th of Sept 2021 I ordered a Samsung Galaxy Watch 4 Classic (£409). The package was delivered by DPD which failed to handle it to me personally. They backed themselves with a picture of my flatmate leaning towards the package. However the package received back by the driver which then denied everything. My flatmate never stole a package.
I contacted ao.com Customer Service and after fully cooperating with them to open a Police case they attempted to pass the matter to Police, ignoring their responsibility to issue a replacement or a refund for the lost package.
I emailed John Roberts, the CEO, and my case was delegated to Customer Resolutions team which in turn placed more obstacles in the way of my resolution due to their investigations with DPD. After 3 weeks I still don't know if I will recover my money back (£409). All I know is that I was subject only to delay, deter and frustration from this company since they refuse to take responsibility for failing to deliver the package to me (according to Consumer's Act).
Probably only the Court will do justice in this case, but nothing can repay the anxiety, stress and deter caused by this company's internal procedures.

Absolute crap. Ordered 2 items for delivery and installation today, was advised that I would get a text this morning with a delivery timeslot. Received a number of emails but no text. Final email stated delivery 10.33 to 14.33 so waited in. Come 3 p.m. heard nothing, checked the alleged 'realtime tracking' of order many times, which confirmed both items out for delivery and install today by Zack. Phoned the number for Zack, didn't work. Phoned AO direct and after 15 minutes of waiting was told that the driver was off sick and that I had RECEIVED a text telling me, I had no such thing, 1st utter LIE. They said we had to rebook, quickest available was 1 week away, but we need the oven now as ours is broken. They said nothing they could do, and in fact they didn't know where the oven and hob are, and now they are out of stock! Told them the 'real time' update still says the items are out for delivery, they called me a liar as that wasn't the case! Ended up cancelling the order completely as I was fed up of being called a liar by their 'customer service'. Tried to log in to account to confirm cancelled, but now my account password doesn't work and trying to reset it doesn't either... the worst service I've had in my life.

I have been buying and selling online for many years now and I have never come across a site so well organised as these guys. I purchased a Philips TV from them, payment straight forward and simple, a couple of hours later they emailed me to tell me they were delivering FREE on Saturday and that I would be allotted a time frame, fantastic news for those who work a 9-5. Sadly I was away that weekend and asked if they could deliver a week day, no problems, job done. The item arrived on the date I requested, couldn't be happier, super smooth.
2 months later and the TV started to play up, I emailed them to explain the problem I had expecting them to tell me I had to contact Philips to get it returned to them and be without the TV for a couple of weeks. What a nice surprise I got when a sales rep rang me within 2 hours to tell me he would patch me though to Philips technical service who are ready to help and if I had any issues at all just to ring AO and they would sort it out. The fault self fixed itself however the next day I got a follow up email asking was all OK, this is the sort of friendly response we would all love to have, a company willing to help when an issue arises, thank you ever so much, your customer care is a+

New washing machine delivered paid…
New washing machine delivered paid extra £50 for disconnecting re-connecting and removal
They have left me with a machine that is leaking under the sink where they connected the pipe to the cold water!
I rang them within 10 mins of them leaving to advise they have left it leaking to be told they would come back after their next delivery this evening this was at 5:23pm it's now 8:28pm
They have not returned and When I have rung the number it now says no record of my order!
APPALLING SERVICE
I have had to turn the water off can't use the washing machine and have been left with a leak CAUSED BY YOUR CONTRACTORS
PS: don't use the weather as an excuse!
AVOID THIS COMPANY and please read all the other reviews on other review sites
You take £50 and don't provide a service
You have left me with a water leak! By bodgit and scarper

I initially placed an order through your colleague Syed - he over promised and under delivered. In short he failed to let the courier company know the issues with parking. When the courier company arrived they refused to park without hearing what had been agreed and where to park and simply drove off. I was left there with no knowing what was going on. After an absence of some 40 minutes I got a call and sorted the initial issue out with Emma in your logistics department. It was then some 3 extra hours before my order was delivered.

I then attempted to make a complaint about the initial delivery and found it extremely difficult with so many obstructive staff, attempting to stop me from speaking with someone senior.

It was then apparent that there were difficulties with the washer dryer and I was virtually called incompetent when Indesit were trying to talk me through the issues. An engineer was called out as it was questionable as to what the issue was. The timing of the engineer was not in accordance with my instructions.

Unfortunately the washer dryer was indeed faulty with the issues I had raised, no heat and the dry dropping each time to 3 minutes. I then spoke to your Matthew who was supposed to put through a replacement order, the only problem was he didn't and I waited in again for another half day with no order arriving.

Call backs requested have not been made back on time - the latest one was through your Anthony a manager in your customer service department. How unprofessional that call backs are not made back in the time frames agreed.

I now have another delivery booked for Sunday afternoon. I'm not holding my breath.

Sales Okay but be prepared for Zero Aftersales
Ordered a new Belling Double oven from AO.com on 16 June 2020 – earliest delivery 4 July 2020. Not quite next day delivery as advertised but there is a Pandemic on! Installed by AO.com at a cost of additional £100. Fine so far. First roast in the oven, 3 hours on 180 and the meat comes out raw! Either I was doing something wrong or the cooker was faulty. So ordered an oven thermometer and discovered the actual oven temperature was 30-50 degrees below the setting! 4 weeks to get an engineer only to be told the thermostat is faulty, there are no spares and no idea when it could be fixed!
Without boring you with the details, 3 formal letter of complaint, nearly 6 hours on the phone over 2 weeks and multiple broken promises, I eventually managed to get my money back!
Appalling – 3 months with a faulty oven.
AO have now configured their after sales to divert directly to the manufacturers if there is a problem. Belling were a joke and simply washed their hand of the problem. AO have also configured there contact system with only one way to contact them … their generic number which takes you into an average wait time of an hour. When you finally get through, the after sales staff are totally benign and are not empowered to make any decisions …. Every issue must be referred to ‘a manager' with another 20-minute wait time.
Buy with caution from these cowboys… they were once a great reliable retailer but like so many other retailers, profit now drives customer services, at all costs!
Buy from Amazon – cheaper, efficient customer services and much more reliable.
I for one will never ever do any business with AO.Com again.

AO insurance sales recently got in touch with me on the phone to try to sell us continued washer dryer insurance (as 2 year warranty runs out next month) and were INCREDIBLY pushy and rude in their attempts to make me feel stupid for even considering not taking that insurance! Absolutely awful. When I said that I had to talk to my partner before deciding on it, since both of us would pay (she expected me to just sign up to this without discussing with anyone else), she acted incredulous that I wanted to do so. She said she'd ring back and sure enough rang back today and again was very rude at my decision not to pay £8.99 a month for insurance.

This experience ALONE means that I will not be using AO again in future. This behaviour means there are folks out there who can't say no and will be guilted into paying them insurance.

All it needs to be is 'hi, are you interested in continuing insurance with us' - 'no?, ok no problem' - not a guilt trip and bullying behaviour, honestly it was like some guy who wouldn't take no for an answer!

I Understand these folks probably get commission on every sign up they get, but that doesn't mean they should make the customer feel bad for not wanting to spend money with them! If your calls are truly recorded as they announce at the start then I hope that this behaviour isn't encouraged. See ya AO!

Also, avoid the Haier brand of washer dryers at all costs! We got the Haier HWD100-B******* 10Kg / 6Kg. Not reliable at all.

I waited in all day on Wednesday (the day b4 the 2nd lockdown 7am too 7pm I got no call saying they wasn't coming they just didn't. So booked again 4 Saturday 7am too 7pm this time they get here but they haven't got it in the van #sorry. So rebook it again 4 Sunday and I get a washing machine and 5minutes later the delivery drivers r calling me saying that I have got someone else's washing machine and they need 2 come and get it. Yes they did have mine in there van. But COME ON. I'm a single mum on my 7month old daughter and we waited 3weeks for one washing machine and that was there 1st reason y they didn't come because they didn't have it in. Joke and NEVER AGAIN! In pics that's not my name or address it's the other person's

Very poor and very unprofessional staff, waste of time ordering with ao, my uncle suggested me to order but it was only waste

AO and hisense seem to think that RRP £900 TVs are disposable after 4 years, then they accused me of lying then they blocked my twitter - should gone to curry's x

I only rated one star as ZERO wasn't an option.
I have been using AO.com for many years, on the whole the experience has been good until recently.
I purchase appliances for my customers whilst supplying and installing fitted kitchens.
I completed an order for 7 items, chosen from items available in stock to be delivered to my customers home.
The order was placed some 4 weeks prior to delivery.
3 day before delivery my customer received a phone call to state her oven was out of stock! Really? It was in stock when I placed the order and paid. We were forced to choose another oven but more expensive.
After waiting on hold for an hour and explaining the situation, a partial discount of £30 was applied, the additional £10 delivery charge was refunded, and delivery was promised on the same say as the other items.
On the day of delivery the Oven was missing! But to add insult to injury we were informed that the Gas hob was now out of stock and unavailable.
After several failed attempts to try to speak with an operative, I was forced to source an oven & hob elsewhere locally. I then had the problem of being on hold for an eternity to get a refund for the oven and hob whilst fitting a kitchen. I did manage to speak with someone but was placed on hold yet again, after holding for far too long I hung up and emailed.
After several days I eventually received a refund, but no sign of any apology.
As I said earlier I have used AO.com many times before. This is not the first time this has happened, but it will be the last. I will buy from elsewhere in future if this is the way you treat your customers.
Standards have plummeted recently, it is time to find a new supplier.
Rude and Greedy company that takes money but doesn't deliver.

We ordered 3 appliances to be delivered in 2 deliveries. The first 2 were scheduled from 0700 – 1300 on a Sunday (early but OK). However, we were called at 0600 and advised they would be with us early. The delivery was completed and they left well before 0700 – not so good on a Sunday!.
We had paid for the fridge to be "installed", however this was not done and the fridge was left wobbly.
The oven was also delivered, but they refused to take the old oven away for disposal, despite this having been booked a week prior. They said there was no room on the van. So, how do you unload 2 larger items but cannot re-load 2 smaller ones? When challenged they set up a fake photo for their boss by filling the empty space on the van with the now empty carboard packaging for the tall fridge, how they thought they would get away with that is beyond belief. They then dumped the old oven on the drive and left. I was informed that I could arrange collection for a weeks time. After a lot of complaining to AO.com they eventually agreed to collect the next morning. Did this happen, of course not. After further complaints however it was collected late on the Monday.
They then assured me I was being closely monitored for my 3rd delivery, of a dishwasher, on the Wednesday. We got the text confirming the Wed am delivery, however as on the previous texts the link provided to track the delivery did not work. The phone number given for the driver was a non existent number. Nevertheless, we disconnected the working dishwasher and moved to the hall. After no delivery occurred we complained again only to be told the driver had gone sick in the morning. Why were we not informed? After 1700 AO.com did phone to let us know, along with 10 other customers, that the delivery (ies) would not be made. So 10 other people had been left waiting all day, when AO.com knew first thing in the morning no deliveries would take place. I was offered a possible delivery slot a week later!
At this point cancelled the order and will never use AO.com again.

Terrible product terrible customer service. I think they sell electrical items of inferior quality Avoid

A wasted day hanging around and an utterly unfair rebooking system. Having had all works in the kitchen carried out ready for the removal of the old cooker and installation of a new one, the whole day went to s#@t. Atrscking update showed progressively later ETAs. From 1pm to 10pm in two hour increments. Called and left messages with the driver twice with no response. Called AO's excellent and hard-pressed customer services team (which in meant a wait of over 20 minutes in the queue). They couldnt get a response from the driver or AO's 'Expert Logistics' team. No, it didnt get delivered and what's worse is that you then go back in the system for the next available delivery, some 2 weeks after AO's first failure (which means that the cooker will have to be removed, stored and reloaded significantly increasing the risk of transit damage) - and no, you're not a priority, you just get the same service as anyone buying a product and booking a delivery on the day. My two previous purchases with AO were perfect, but they were delivered by DPD. So, if it doesnt get delivered again, I'll vote with my wallet and cancel the order and I'll exercise my right not to ever buy from them again.