AO

Avoid. Ordered a fridge through their Amazon shop and it arrived damaged. When we asked for a discount, they said they can't do it so it was returned and we asked for a refund. Not processed so we called Amazon and still nothing. When I spoke to a rep today, apparently a discount could have been given, but the previous agent didnt want to issue one. Now we have to wait another 4 days for a refund. Unless you want to be chasing refunds and deal with an unreliable company - avoid at all costs.

Ordered Sony TV & Bracket for installation on Sunday 10th April. When TV arrived it wasn't even coming on, so was faulty and had to be sent back. I was then told I would not be able to get another TV with the installation until Thursday 14th April - slot between 4pm - 7pm. I was not impressed as I have paid for this. I made a phone call on Monday to customer services who offered to give me a £30 voucher (Thanks). When Thursday came and it was 10 mins before delivery, I made a call to the driver to see how far away they were, only to be told that their van had broken down and they were running behind and to be honest, he said I don't think it will be done today. Imagine of I had not called him, he would not have let me know. WELL I was very upset, as I felt this is not the way AO.com should be treating their customers as I have never had this problem before. I contacted customer services straight away and someone who seemed very empathetic dealt with me. It was now 7.30ish. He said that system doesn't say that job won't be done today, so not sure why driver told me that delivery won't be today. Man on phone said it should still be going ahead but he is going to chase it up and get back to me with an update. He was able to tell me that delivery was now with another driver amd if I can hold, he will check where he is. He came back to me and said that he was unable to contact driver, so looks like he is on the road. He said he will try reach them and get back to update me but he didn't. At around 8.15pm, as I didn't hear back, I thought I would call to get an update. I called on the number he called me from and also the number whom I had spoken to someone on also - well surprise, surprise they were both closed. I then decided to track my order only to see that it said delivery delayed but will be with me between 10pm - 11pm. So I decided to stay up until 11pm. Everytime I checked tracker it was saying the same thing - only thing that changed, was the time slots (please see screenshots attached) I have NEVER had such a disrespectful and bad service from a company before. I will not be using AO.com ever again and will NOT be recommending them to anyone anymore.. They have made me purchase a TV bracket and no TV. I know there are more serious things happening in the world right now but £793 is alot of money to part with and not receive what you ordered and to be left hanging over the Bank Holiday without a TV. I would appreciate my TV being delivered and installed ASAP and what compensation is going to be given for such a traumatic experience. I hope no other 61 year old pensioners suffer this kind of service.

It’s fine, but I am fed up with them calling immediately after ordering online to “confirm order details” but to also drone on and on about insurance. They must be paid commission for pointless insurance products. Second time I ordered online, they called within 20 minutes, I just told them I don’t want insurance and they hung up. Guys, stop selling pointless insurance!

Very satisfied with my order. I received my Air conditioner on time, delivered on time. The price was very good for a whirlpool appliance compare to the other sellers like B&Q selling unknown brand for twice the price. It was my first time ordering from AO and I am happy they are quick and reliable. 👍🏾👍🏾👍🏾👍🏾👍🏾

So we organised a fridge delivery SPECIFICALLY stating there was 30 stairs (three flights)

The delivery men arrive, and then they say they couldn’t do stairs.

We then spoke to customer service, who “rebooked the delivery” - HOWEVER without any guarantees that the next time they come, they can actually do the delivery

How does that make any sense?

Why send delivery men who can't deliver? And why not have protocols in place so you're not doing the same thing twice?

Moreover, the delivery men and customer service agent asked us about 5 times about leaving the fridge just on the tiny first floor landing (thereby essentially blocking the stairs to two apartments for fire safety)

When advised I was pregnant, and my husband could not do that alone; they repeatedly asked again and again if they could just leave it on the stairs - you’re expecting 8 month pregnant women to haul fridges up two flights of stairs when you’re healthy young delivery men cannot?

This of course doesn't even count removing the old fridge

Very terrible service
Like, delivery men and customer service had zero sympathy, zero strategies to correct or assist
They’re plan is literally just to let pregnant women do their job.
Disgraceful

The worst delivery drivers on earth. The same drivers delivered to Brian Heasman 6 months ago. They dumped the massive Haier 519L Freezer outside the property and drove away. My colleague was asking them to take it inside but they laughed and drove away fast. I have called AO three times during the past 4 hours but they still can't sort it out.
The drivers were not even very rude and also with extremely bad attitude.
Unfortunately, there was even no time to take the photos from them. They ran away too fast. I have to use Brian Heasman's photo.

Ordering very good as well as delivery. HOWEVER the washer dryer is faulty on day 2 and now they do not answer the phone. I logged in on AO care thinking my AO insurance might be a way to deal with it and the AO system simply instructs me to call the manufacturer without even giving me the manufacturer’s number.

I thought AO was very cool but now it looks like they don’t care at all. it’s a shame as was planning to purchase 2 more expensive appliances this week. Will need to look elsewhere.

Placed order with AO with a 4 week delivery timeline for a dishwasher removal, replacement and fitting in June 2021. They failed to turn up on our scheduled delivery date on 26 July. There was zero communication from them, not even a courtesy phone call.
To add insult to injury, you can’t even speak to a human being. After battling their chat bot for 1,5 hours, we finally got a real human being online to update us on where the delivery was.

The real frustration is that this agent and the bot previously kept saying that they were on route and the dishwasher would get delivered and fitted that day. After insisting they look into it further, they finally admitted they had forgotten to load the dishwasher onto the van that morning and they couldn’t deliver until August now! This company is truly awful. They only have one depot in Crewe, and have very poor understanding of logistics and especially how to treat customers. They really don’t value our business or our time. So unless you enjoy throwing your money away or happen to live in the North West so you’re close to the depot, don’t ever buy from AO. We certainly won’t.