ao.com

I ordered an oven and hob, just shy of £1200 for the pair with fitting.

The oven failed in a couple of months and I have just returned it. When it was removed, I was horrified to see the mess they made of installing the hob.

I have now sent that back too and demanded (legally) a full refund - as opposed to the 55% of the price paid they offered…

A comedy company that we will never use again.

I ordered a single oven that showed as in stock and booked delivery for 18 December — crucial timing before Christmas. After payment, I was told the next day that they couldn't honour the delivery date and could only deliver in the New Year. Completely unacceptable.
They then suggested a more expensive alternative, which I couldn't accept due to incorrect sizing. When I asked them to meet their contractual obligations, they simply replied that they had processed a refund — which, of course, may take up to two weeks to reach my account.
When I later bought an oven elsewhere and explained why I'd had to drive to Liverpool to collect it myself, the salesperson immediately guessed it was Appliance Shop Morecambe who had taken my money for an item that wasn't actually in stock. They said this happens regularly with customers who come to them after being let down by time-slipped deliveries.
Under the Consumer Rights Act 2015, if a retailer cannot supply goods as advertised and within the agreed timeframe, the customer is entitled to a full refund or a like-for-like replacement at no additional cost. While they've met the bare legal minimum, the way they handled the situation was, frankly, unethical. Poor attitude and poor practice.

I paid for premium service £125 + £25 removal /recycle + £20 delivery so a total of £170, thinking I'd get a premium job, however on arrival the engineer said he couldn't remove the integrated freezer door and needed a tool not supplied by AO. I cancelled the whole order, I couldn't have a freezer sitting in the middle of the dining room, also after having taken a day's holiday was hugely frustrated with the service. Five minutes after Engineer left we took a small screwdriver and removed the door ourselves. Hugely disappointed with this service. Contacted customer service and was offered a full refund within 3 to 5 days plus a £30 voucher towards another appliance, however I'm not likely to purchase from AO again, so refused the voucher, they just can't fit integrated appliances or don't want to spend the time doing it, despite the cost to the customer.

Very bad costumer service, they sent a team that can not install the fridge freezer, though I requested that service and they said they can do it. Had to cancel my order after going to the trable of defrosting. I am even a paid member.and this is the service I got. Never buying with them again, and if you want a peace of mind don't use this company. Very disappointed 😔

DONT USED BODGED KITCHEN AND LEFT EXPOSED LIVE WIRES LEFT A MESS CUSTOMER SERVICE DO NOT CARE THEY SAID THIS IS GOOD WORK
MY MUMS 82 AND COULD DO A BETTER JOB

I wish the drivers customer service or even customer service was as good as who ever spends timemaking reels for there social media I have and a terrible experience and nothing but the run around the driver was the rudest man I've ever spoke to in completely the wrong village yet that was my fault! Got my delivery slot so emptied my fridge and moved it for delivery for driver to do this now ruined food, wasted day, no fridge and a migraine from hell after it all I would recommend all people avoid AO I defo won't be using again and I had planned on getting washing machine and dryer I will shop else where!
I will also be reviewing my service where I can!

Was not informed of changed delivery times and was left waiting till 9pm and then could not contact any one took the money and left with no cooker

Absolutely dreadful. They've had my phone since 29 May 2024 to fix and electrical fault (battery lasts 2 seconds on my new phone). They are returning it unfixed, telling me the warranty does not cover it. I have still not received my handset 1 month and 1 week later. Avoid like the plague.

I am only giving this company one star as I am unable to leave zero stars. They delivered a washing machine and their delivery man caught his trolley under the step in our front garden and detached it. This step was part of paving that had only been laid in December. The driver apologised and advised us to make a claim.
Several weeks later AO will not pay for the repair despite acknowledging in a previous email having caused the damage. Now I have to take them to court.
I can only imagine what their response would be if there was a fault in something they delivered.
Avoid them!

Nightmare! Had no cooker for 8 days over Easter! X4 Kids at home as half-term! We had to buy takeaways for our dinners as we were eating soup, cereal & sandwiches for breakfast and lunches. AO decided to disconnect & remove my old cooker, refused to reinstall it, which left us with no cooker to use for 8 days! BEWARE the ACTUAL size of the Smeg Dual Fuel Range Cookers depth is 65mm due to the oven door HANDLES but it's not STATED ANYWHERE under the specs. AO confirmed with me on an initial phone call that the dimensions were 60mm x 89.7mm and correct size for my kitchen space. AO Please go find & listen to that recording! No agent bothered to say that those dimensions given on the websites product pages aren't always accurate because the manufacturers sizing does not always include or account for things such as handled protruding! RIDICULOUS! This LACK OF CRUCIAL INFORMATION caused THE FIRST failed attempted delivery. As far as we knew, the old and new cookers were like for like size wise. My old cooker was TAKEN OUT just fine. The delivery team was asked to put back in the old cooker when they couldn't get the new cooker through the kitchen door. THEY REFUSED! This left a household including a disabled child & vulnerable people without any means of cooking meals!CRUEL! When I called up to complain AO were non chalant, blasé & their excuse was that the manufacturer provides spec dimensions, they said "we don't go round with a measuring tape checking the dimensions of all our appliances". How rude! Because of this lack of VITAL INFORMATION on SIZE we went without a cooker for much longer than was necessary. Had the new cooker made it through the kitchen doorway, they would have discovered the hot zone issue EARLIER, on the 25th not 31st March! We would have had the chance to resolve the problems BEFORE it RUINED our Easter bank Holiday weekend! Another lesson learned is that if you pay for premium installation, AO delivery team/gas safe engineers are extremely strict about cooker hood distance, mine was just 5mm off. YEAH for safety! If you have ANYTHING less than perfect gas pipework they'll ABORT & ABANDON you without completing your cooker installation! We were left high and dry, had to source & pay our own private gas engineer to install the cooker! Keiran at AO customer service was supportive when I explained the turmoil, he asked me to email them our receipts as proof of out of pocket expenditure. He said we would likely be reimbursed under these circumstances. We have spent £400>on takeaway food, evidenced by receipts, that's x3 meals per day for x6 people over 8 days. Money that we WOULDN'T HAVE HAD to spend if we had any means of making a hot meal! AO didn't care about how this affects us financially during a cost of living crisis. They refused to reimburse us but offered £30 goodwill gesture! We accepted the gesture but still expected at least £300 reimbursed for the inconvenience caused by THEIR FAILURES (delivery guys taking away our cooker and false dimensions on the product spec). The whole experience has been awful, extremely distressing not to mention disappointing. AO need to do way better by their customers. The very least AO can do now is to help us recover from our terrible experience by offering a reimbursement of our forced expenses. Can't comment on the Smeg cooker as it's STILL not been installed yet. If AO choose to leave us customers like this, without any further offer of compensation, we will never recommend AO to anyone & will share our awful experiences and opinions everywhere we can to warn others.

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!

Just bought a Fridge freezer online, with their complete package to deliver, unpack, unplug old unit, plug in new unit, remove all packaging and recycle old unit, which all sounded perfect.
After payment online, received several emails confirming purchase, delivery dates etc plus an email that states old unit must be defrosted entirely otherwise extra charge, or cannot remove, recycle.
How AO expects customer to defrost a fridge freezer entirely, which would take at least two days, before the new unit arrives, all the food would be ruined.
There was NO mention of this requirement in their recycling service prior to payment.
Called up to query, told it's to prevent water leakage in the van etc, but what about all our food in the freezer?
Cancelled order.
Went to another supplier (Indian dish), their website recycling service clearly states; prefer unit to be defrosted, however if not possible, no worries, they will seal the door and take the old unit away.
That's what I call service from a company that understands customer's needs.

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.

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!

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

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.

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!

**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.

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!