ao.comReviews 165

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.

Almost 3 weeks later we still have a broken washing machine. After a minimum of 10 calls to and from ao.com we are still baffled by the poor standards of this company. How easy is it to arrange and fix a washer?!

We've had technicians claim they've turned up when they haven't (working at home we'd know), random calls and texts from call centre staff claiming no knowledge of any previous call or record of it. Numerous calls saying the technicians will visit on certain days. The most obsurd call we had was calling (number listed in nov 2019 but now removed) 0333 number from the ao.com site and having domestic and general answer, take all our repair needs down; make, model, date of purchase etc and then having to listen to a call centre agent read from a book stating for 15minutes the terms of a new insurance package with them (which if he'd have asked... we already had). Needless to say, we cancelled it promptly. He had no awareness that their number was on the ao site! At one point I wasn't convinced it was a human I was talking to and had to ask! Then theirs the ever changing call out charge; if a tech can find (in their opinion) nothing wrong with the appliance they will charge £155. In the space of 2 weeks that cost went from £55 to £155!

Between ao.com, the washing machine manufacturer company and the repair technicians (all calling us), none of them know what the other is doing. They may have been decent in 2015, but in 2019 they are shocking!

They have been nothing but grief. Despite having a yr warrantee, we will probably pay someone independently to repair their dodgy machines in the future just to avoid the stress that comes with ao.com. Be warned. Life can be stressful enough these days... don't make it worse! :)

So, this is the 3rd large kitchen appliance I have bought from AO.com

Just bought a new tumble dryer a Hoover HLV10LG_WH Vented Tumble Dryer in White 10KG drum £230 delivered.

As previous, buying, arranging delivery and the actual delivery was simple the guys took all the packaging away with them as well. They have plenty of choice and good product info and reviews to steer you in the right direction.

The 1-year guarantee was extended to 10 years for free by hoover direct as well.

I ordered a fridge freezer and washing machine from AO and was promised delivery on Sunday. I have a disabilty and recently diagnosed with a life limiting disease.
Sunday arrived - and I waited up (as I now have to sleep most days), and waited... and waited. At 5pm I received an email, telling me they were sorry they'd missed me as I wasn't in when they called to deliver. I was furious - not only because I'd stayed up all day, but because it was 5pm when I was lied to, and because it meant at least another night and day without a fridge in my new home. I emailed AO, who then tried to say the failed delivery was my fault, as I hadn't given them directions to my new home! Furious and upset, I replied adviding Argos and Amazon hadn't had any problems delivering? AO stated the driver had called me for directions, and although I'd received an unknown mobile number on my phone earlier in the day, the caller hadn't left any message and should have been aware I can't use the phone anymore! Why didn't the driver text me his inability to find my address? In this day of modern technology you'd think a large online company like AO would use technology to communicate with disabled customers? No thought, no understanding, no empathy for a disabled customer who needed her fridge freezer and didn't need the stress and distress of all of this.
In the end, after many emails, and three days later, I received my items. I got free installation, and the offer of £20 off my next order - which will never happen. I wouldn't recommend this company - they let me down, they lied to me, they failed me as a disabled customer, and I'm left with a great amount of disdain for AO.

My oven glass hob broke and I bought a new oven from them. The service was so good, convenient, easy, trackable, contactable. Don't know what other word to use but with how impressed I am but WOW springs to mind. Other company's can definately take note of this company! I was that impressed I bought a new fridge, freezer and dishwasher from them!

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+