ao.com

Ordered a Fridge Freezer, Washing machine and Tumble Dryer from AO. A few days before the first delivery was due a chap from AO called to give me the blarney which was basically a push to get me to insure the appliances I was buying for £19.00 a month! I explained that having just bought a house money was tight and so insuring something I hadn't even taken delivery of yet was not high on my list of priorities. I went on to tell him that my three floor townhouse had tight stair entry on the ground floor and delivery would be around the back.
On the day of delivery a subcontractor turned up, said that they would only delivery to the front door and that was all they could offer. I told them I wouldn't accept delivery on those terms given I had no other way to moving the item if I accepted it. Subsequently I ended up cancelling all three items totalling over £1500, Maybe AO should spend less adverting on telly and pay their delivery crew to deliver the goods rather than drop them on the pavement. As an aside I purposely didn't purchase from sites that clearly stated they delivered kerb side only. Wouldn't touch this company with a barge pole after this experience. Whats additionally galling is that until they refund my money I cannot afford to buy the items from another supplier. The only positive in the experience was that I was at some point able to talk to a live human being.

Ao. Com use a driving agency called ABG transport, they are criminals who get drivers in on open days and promises them loads of work, it's all lies. They under pay you every day and fine you pretty much weekly. Why ao use these criminals is beyond me. I left and I'm still chasing them for £1100 they owe me, they ignore your emails, text and calls. It's high time criminal agencies like these were held to account for the criminals they are, AVOID LIKE THE PLAGUE

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.

Having bought quite a few products over the years from AO was surprised at the shocking customer service when the product broke down in 13 months. No help has been given apart from contact the manufacturer. Have had to pursue the claim using the section 75 scheme. Absolutely shocking from a retailer that is meant to help its customers.

Ordered £1100 for the products, fridge, washing machine, and Dishwasher. The website said the order failed. Check my bank account money left my account. Call them, they said the money will be returned to me in 5 workings, so I trusted and by phone, I placed another order, this time the guy told me the payment was declined, I checked my account, again money left, called my bank they say both transactions were authorized and gave me AUTHs codes so I could give AO so they could find the payments and refund. They decline to take the Auth codes and identify my payment. They push me out of calls with promises of calling me back with a solution, they never did, I keep calling then and they keep having different excuses, but refuse to return the money and or sends the goods. So I'm out of more than £2000 and unable to place an order in another place. I'm totally stuck. I won't be using this company again and I don't recommend it. It can happen to you and is really painful and frustrating as you feel powerless. I almost cried today.

Bought an apple MacBook and they have charged 30% for using for 7 days!?! Is this legal? They say it is! So be warned.

Placed an order with this useless company and they didn't deliver the item to me, i contacted them and they told me the item was not even loaded onto the van and the only other delivery slot they had available was 5 days later, this was supposedly a priority delivery slot that normally costs £25 to book! It's now 5 days later and hours past the delivery time and after waiting in all day there is still no sign of the delivery, their driver tracker is useless also. Never again will i use this company.

Ordered a fridge freezer for deliver between 7am and 7pm. I received a text the day of the delivery advising that it would be delivered between 12 and 4pm. 4pm came and no delivery had been made so I rang the number advised and it told me my delivery could be up to 7pm. 7pm and still no delivery. When i finally got through ti customer service I was advised that my order had not gone out and would not be available for another 2 months. A whole day wasted sat in the house waiting for my delivery.

Truly awful service from this company - waited in only to get call from their customer service stating driver turned back because he was worried about an overhanging tree at property despite no such tree existing. Sounds to me like Typical Friday afternoon wanting to finish early excuse. Will never use these people again.

I purchased a Smeg Heat Pump Tumble Dryer, model DRF81AUK from AO and am bitterly disappointed with both AO and Smeg.

I can only score the SMEG machine and the customer service from SMEG and AO as a 1 out of 5. The Smeg appliance only lasted 17 months with very light use.

This is the first Smeg appliance I have owned and sadly it will be the last. I had such high hopes but the terrible build quality let it down.

When choosing whether to buy a Smeg, Bosch, Siemens or AEG machine I was swayed by the Smeg name believing that the build quality would be superior to the other brands. I was wrong. Despite it having many similarities to units by Bosch, AEG and Siemens the build quality is inferior. From day 1 the rotary selection dial squeaked. A minor problem but not something I would have expected from a high end brand. After 17 months of very, very light use the machine started displaying electronic faults. It displays faults for equipment which is not even fitted to the machine. Smeg themselves have confirmed in writing that the machine is faulty and not fitted with the supposedly faulty equipment. Ordinarily I would laugh however, it has cost me a shade under £170 to replace the machine with an equivalent Bosch model from AO.

I bought the 8kg model which AO no longer sell. AO would therefore not replace the faulty goods which were still under the manufacturer's warranty without charging an extra £100 for the 9kg model. I didn't want the extra kilogram I simply wanted a machine that works. AO simply did not care. Despite going through 2 customer service representatives, their specialist customer service team and a manager they claim that because the exact model is no longer made there was nothing they can do.

The dryer is one of the new generation heat pump condenser dryers. The moisture from the clothes is extracted from the warm air and the heat is pumped back in to the drum to reduce energy consumption and increase drying performance. Sadly, the machine never reached a temperature above luke warm and even the lightest load of a pair of chinos and a thin hand towel were not dried after 1 hour.

As a Smeg machine I expected this unit to last well over 10 years. Smeg have a good reputation however their admission that the machine is clearly faulty and their offer to merely send an engineer to inspect it rather than replace it is unacceptable for such a premium manufacturer. They trade on their reputation and poor customer service will not be tolerated. It is the easiest way to destroy an entire brand.

Having lasted for less than 18 months my trust in the Smeg brand has been completely destroyed and I shall simply stick with reputable German brands in the future. Sorry Smeg but good looks without decent performance, longevity and durability are worthless.

My Smeg heat pump tumble dryer had substandard performance and lasted for less time than even the cheapest of brands. I cannot recommend Smeg and have bought a Bosch machine instead.

AO you treat customers like dirt and merely seek to extract as much money as possible from them by misinforming them of their consumer rights. You should be ashamed. You have driven yet another customer to John Lewis

Scratched screen no call back, no email not even a text. Waste of money. Sick of trying to contact ao

I have brought AirPods Pro and AO has sent wrong item. They have replied telling me that I should go to the police because according to their investigation right item have been sent.
AVOID this website and buy directly from Apple instead

Following problems with the misled information on the sites integrated fridge freezers the customer services advisers came to a satisfactory outcome which we are happy with. Special thanks to Andy and Damien.

Second hand crap for a full price
Ordered karcher k3 power control. Received it the very next day but as soon as I took it out of box it leaked all over my carpet. It has scratches all over. Obviously someone was unhappy with it and sent it back and they sent it to me. I've sent them an email right away but no response whatsoever in 4 days. I obviously decided to sent it back and now I have to stay at home all day and wait for someone to pick it up. What a major waste of time. Super disappointed. Definitely won't be ordering from them ever again. Rubbish company with rubbish customer service.

The price is always higher than the market price not to mention the Worst customer service you can expect. After purchasing over the phone (because of the scam of matching the price) they took all my card details and got approved over the phone. They deducted the amount then canceled the order purchase without giving a valid reason putting me on chat and phone calls for more than 4 hours. The funny thing is the same device is even £50 more than it was 2 days ago, which makes it £100 more than it is any other vendor and they admit that. There is more to say about their customer service or system.

I called and placed an order, they price matched John Lewis for me. Delivery was booked and i received an email to tell me the time window. I checked their tracking system half way through this time window, the system did not recognise my telephone so it asked me to input my order number, it did not recognise this either. I called and waited 10 minutes in a queue, then was told the driver could not find my property (the first driver in 8 years of living here that could not!) then got told they had taken my mobile number down incorrectly. Simple solution... turn the driver around? NO, get told that you have to wait another 3 days for it to be redelivered (the same time as if it were a new order) They did give £20.00 in compensation for a waste of a whole day (not sure what hourly rate they work on, an insult is an understatement) This is the first time I have used ao.com and will certainly be the last. I should have gone with John Lewis in the first place and had my old machine taken away and a second year warranty free of charge. Lesson learn't, stick with those who value their customers and react better than ao.com when things go wrong. Steer well clear of this company.

Ordered £600 washing machine and dishwasher. Website said order failed card declined. Did it again, same thing, so tried a third time, same thing checked bank they had taken £1800!
Bank refunded. Rang them they said we have not recieved funds. So ordered over phone different card different bank. Yep they took the money and said card declined, we dont have the money. Now in dispute trying to get money back, no apology no good. Dont use this company.