Anna C.

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.

I've been a customer of ASOS for many years, and loved getting different things to wear. I would have been a loyal customer for many years to come, but sadly they're going downhill fast, and I won't be using them again. Deliveries either don't come next day as you've paid for, or go to random addresses! Customer services, when they eventually reply to queries or complaints just pay lip service and send out pre written responses. I'm fed up with being inconvenienced, emailing them to no avail, and even when I told them id never use them again, I was given instructions on how to return a parcel (huh? I've been returning parcels for years!) and presented with a bye then email. I would have hoped they'd try to retain customers, but they just don't care, so I leave them frustrated, annoyed and disappointed. My advice - just don't bother with them - your parcels will arrive late or not at all, and don't expect customer services to treat you like a valued customer when you complain.