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ao.com Reviews Summary
ao.com has 164 customer reviews and ranks 209th in the Appliance category. Common review topics include customer service, day delivery.
After all the hype of advertising on TV, I thought AO.com would live up to it. Wrong
We ordered a new fridge freezer, discussed the ones available and chose one, more expensive than we wanted but was assured that AO.com could deliver. I received two txt messages during the week prior to delivery saying there was an issue with the order delivery please call *******2672. I did and waited for over half an hour on two occasions, no one bothered to answer. Then I had a txt the day before delivery saying that the delivery was still on for the morning. Yippee!, Did a track my order and sure enough, there it was for delivery next day. On the delivery day, I checked the order tracker again, and it was still saying delivery imminent, so we defrosted the old unit, stacked all our frozen food in freezer bags and boxes, and waited. And Waited. Finally I had a call from AO.com at about 1.00pm. I assumed this was the delivery time information, and then they dropped the bombshell. They didnt have the unit to send, Never did have, and earliest possible delivery late September. So they took my order, took my money, the full amount, got me to agree the insurance, and told me a delivery date that the sales people must have known could not be met. It was agreed to refund my money and that will be the last time I have contact with this company. I suggest if you want to use them, check very thoroughly that they do indeed have your product in their store.
Sales Okay but be prepared for Zero Aftersales
Ordered a new Belling Double oven from AO.com on 16 June 2020 – earliest delivery 4 July 2020. Not quite next day delivery as advertised but there is a Pandemic on! Installed by AO.com at a cost of additional £100. Fine so far. First roast in the oven, 3 hours on 180 and the meat comes out raw! Either I was doing something wrong or the cooker was faulty. So ordered an oven thermometer and discovered the actual oven temperature was 30-50 degrees below the setting! 4 weeks to get an engineer only to be told the thermostat is faulty, there are no spares and no idea when it could be fixed!
Without boring you with the details, 3 formal letter of complaint, nearly 6 hours on the phone over 2 weeks and multiple broken promises, I eventually managed to get my money back!
Appalling – 3 months with a faulty oven.
AO have now configured their after sales to divert directly to the manufacturers if there is a problem. Belling were a joke and simply washed their hand of the problem. AO have also configured there contact system with only one way to contact them … their generic number which takes you into an average wait time of an hour. When you finally get through, the after sales staff are totally benign and are not empowered to make any decisions …. Every issue must be referred to ‘a manager' with another 20-minute wait time.
Buy with caution from these cowboys… they were once a great reliable retailer but like so many other retailers, profit now drives customer services, at all costs!
Buy from Amazon – cheaper, efficient customer services and much more reliable.
I for one will never ever do any business with AO.Com again.
Absolutely fuming beyond belief at AO. Com. I have waited nearly a week for my latest TV upgrade to be delivered, just in time for the snooker and F1 grand prix this weekend and guess what.? It arrived BROKEN with a screen leaking LCD inside and is utterly USELESS. I am disgusted with this "so called " reputable company.! I advise you to buy elsewhere and collect your item yourself. Terrible service when I tried calling them and was put on hold for an eternity. Rubbish product delivery, rubbish service, poor company throughout. Never using them again
I ordered a new fridge for my elderly father. We paid extra for next day delivery, as his fridge had broke. He stayed in all day, having been told it would arrive between 3 and 7pm. He was unable to have his evening meal as he thought they would arrive whilst he was preparing it. When I checked at 7pm they had revised his delivery time to 8-10pm-10pm for a white goods delivery-appalling! At 10pm he still had not received it, and the delivery driver was on his way back to the depot and failing to answer his phone. No-one bothered to get in touch with him or me to advise what was happening. Its now the next day and still no-one has been in touch. Awful customer service, will never use them again
Been over a month and they're still refusing to replace my faulty TV. Will never use them again. Cheap prices but shocking customer service.
LG InstaView Door-in-Door GSX961NSVZ Wifi Connected American Fridge Freezer - Stainless Steel - A++ Rated
We bought this fridge freezer from AO and it was delivered on the 23 May 2020 by two totally incompetent delivery cowboys who refuse to remove the unit doors to get it into our house. They instead measured our door opening and decide they could get it into our kitchen without taking the unit doors off. They did manage to get it through our front door only to find the vestibule door was too narrow - despite borrowing my tape measure!
So in a confined space outside our front door they proceeded to remove the unit doors - bring these into our house followed by the unit - put doors back on, plugged the unit into a power socket and left without allowing us to inspect the fridge/freezer. On inspection both unit doors were dented and scratched.
Contacted AO - they arranged two replacement doors with LG - doors arrived eventually - followed a week later by a so-called 'engineer' who was shown by me where the water pipes were connected within the unit!
He swapped over the doors and left so fast he abandoned packing the original damaged doors into two huge boxes as he was only given half an hour to do the job. He took over an hour. We were left to pack doors into these huge boxes - where they remained in our new kitchen for 3 weeks!
Taking off the protective film my partner discovered the replacement fridge door was damaged. Contacted LG and they sent out yet another replacement door - 'engineer' (same one!) was due to replace the replacement door the following week - day before LG contacted us to say he was off ill - apparently LG only have one 'engineer' guy in Scotland?!
We kept AO informed of the nightmare experience we were enduring whereupon they copied and pasted standard responses within numerous emails.
Eventually AO offered to replace the entire fridge/freezer - which we accepted. Now they cannot even confirm a date for swap-over!
Our kitchen was stripped out and a new one fitted within 1 week - it remains incomplete as the floor vinyl can't be laid until the fridge/freezer is replaced. Floor vinyl currently in our Lounge. A table and chair set for our new kitchen remains in the shop we bought it from because its pointless having it delivered whilst kitchen is not ready for it.
7 weeks and counting suffering a situation caused by two cowboy delivery/instalation guys - who incidentally not only damaged our front door but smashed one of our outside lights and hid it under plants in our garden!
Daily emails - having to wait 24 hours for a response and a good few times no response at all - plus dealing with a different person each time!
7 weeks of total frustration and no signs of this current situation coming to an end.
Have phoned God knows how often - hung up after almost an hour - or eventually speaking to a human - only to be fobbed off with assurances and promises that just don't come to fruition.
Quick to take your hard earned cash - hopless at resolving matters when it comes to sorting out damaged item - on reading most reviews on here it seems to be a constant theme that the majority of problems are caused by incompetent delivery teams.
Our situation is ongoing - who knows when it will be resolved - if ever! It would appear the tactic is to totally piss the customer off in the hope they will eventually 'go away.
I would appeal to anyone thinking about buying a fridge/freezer from AO to take one long and serious think to themselves - and buy from Currys or John Lewis - even it costs a bit more.
I have to say the customer service staff are very polite - however they are hopeless at resolving problems - maybe because of company policy?
I've bought four items from AO over the past 3 months - two items have been damaged - one of which is an expensive outlay for us.
7 weeks and counting - wonder how much longer it will take to get a fridge/freezer fit for purpose?
7 weeks and counting - wonder when our new kitchen will be complete?
WATCH THIS SPACE.
I've given one star as its not an option to give a minus score.
Over to you AO.
Exemplary customer service to resolve issues and arrange residents / returns without any fuss. Competitively priced and fast delivery. You will not get the same level of customer service anywhere else!
Despite emailing this Company 3 times, regarding a faulty product that was delivered 10 days ago, they have failed to respond!
I have tried ringing them, to no avail, and their 'Live chat', is obviously not a Person.
This was a gift for my Son, and he is unable to use it!
AO.com delivered £3,000.00 worth of TV's to my house and didn't even take ID of the person signing for them. The Signer stole the TV's and I am now £3,000.00 down. The customer service is appalling!
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.
Had washer delivered today and saw it was wrong size, I ordered a 9 KG one but the one I ended up with is 8 KG,, Did point this out to the driver but he continued to install it!
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! :)
We bought a washing machine several months ago, as soon as we put it on it was a lot noisier than we expected. I stated online that it was a particularly quiet one, so we were disappointed. Then the drum progressively started moving forwards and backwards. Almost wiggling around as it span, which we realized was causing a lot of the noise. We called ao.com to get someone out.
After being on hold for about 15mins, the customer services are abrupt, rude, cut you off when speaking, talk at you and don't listen to the answers and even sigh impatiently as I was talking! They are very unpleasant to deal with, then on top of that state at the end of the call that if they find nothing wrong with the machine and if no one answers the door they will charge us £55! Remember its if 'they' find nothing wrong with the appliance... not if there is actually nothing wrong with it. But if they choose not to address it or you get a bad tech.
The customer services alone are a trip! So rude and ill mannered. Barking at people. A horrible experience. Needless to say, we will never be buying from them again and felt compelled to inform the unsuspecting! Be warned.
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.
The AO fitter did not connect my washing machine properly causing damage to my property as it soaked the concrete floor and we only noticed once the walls and skirting boards starting to go mouldy. After initially advising that if they were liable they would pay for the repairs, they are now only offering half the cost of the damage repair, despite having taken legal advice which states they are liable for repairs.
I have now had now 2 items of the AO.com sight the good & Delivery was realy good also must say that the customer service are brilliant would recomend to anyone give them a try
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 fridge broke and wasn't sure what I wanted. Went to barbers in waveland. All staff very helpful and a fun crew. Got my fridge delivered next day without any issues
Paid £300 for a HOOVER washing machine, lasted a few days over a year and then the drum burst. AO.com are not interested and keep trying to pass me to hoover. (my contract is with AO)
My last Zanussi Washing Machine lasted over 9 years. (thumbs up to Zanussi but thumbs down for AO.COM and Hoover, run a mile and avoid these two companies...
Not only do you get exactly what is ordered but the delivery drivers match the company - honest and reliable.
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!
