Exceptionally poor service

ao.com
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TREVORTHETIPPER's review of ao.com

“Exceptionally poor service”

★☆☆☆☆

written by TREVORTHETIPPER on 17/12/2014

We needed a washing machine urgently and made the mistake of ordering from AO.com because they promised to deliver quicker than any body else. In the event on the day of delivery I got a phone call at work to say their vehicle (at the time of ordering I specified no more than 7.5 tonnes GVW and they confirmed this was the vehicle they had) could not get up our lane. This despite the fact that Curry's, John Lewis, various other courier companies can along with the local builders merchants 18t wagon and my heating oil firms 25t 6 wheel tanker.

From the conversation I was having it was clear to me that their delivery driver simply wanted an excuse not to deliver.

I suggested that he park at the bottom of the lane and bring the washing machine up to the house on a sack barrow -a matter of 100 metres. This I was told was impossible as they could not leave their vehicle unattended and it would take both crew to manage the sack barrow.

They suggested my wife drives down the lane in her car - they would put the machine on it's side in her car and leave us to deal with it from there. I guess they would have been really disappointed if we said "OK" but as far as I am aware washing machines should not be transported on their side (they said it would be alright) and in any event we would have to accept delivery into the car - they would not. Help unload the car 100 metres up the road.

I find it incredible that companies offering this sort of service manage to stay in business. I will never touch them with a barge pole again.

Curry's are now going to deliver a machine in 4 days and given that their 7.5 t wagon bought us a freezer 8 weeks ago I have no doubt they'll be able to get to us without drama again.

Unless you enjoy lots of stress I would recommend avoiding this Company like the plague.

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Ao.com's Response to TREVORTHETIPPER's Review

Written on: 19/12/2014

Hi,

Thanks for your comments.

I'm sorry that we were unable to deliver your appliance and I can understand your disappointment.

Expert Logistics successfully deliver over 30,000 appliances every week and would never not deliver an appliance without good reason.

We use a 2 man crew and the driver will deliver the appliance into the room of your choice, however any delivery is at the his discretion. The driver will only advise against delivery if he feels this may cause damage to the appliance, property or injury to himself.

As you have not supplied your order number, I can only surmise that the driver suggested you meet him so you could receive your appliance. I appreciate this is inconvenient, although I'm sure the driver was only trying to be helpful. Unfortunately the drivers are not allowed to leave the vehicle unattended, so he would not have been able to carry the appliance with a sack truck.

Here at ao.com we pride ourselves on providing a fantastic service for our customers and we are disappointed if a customer does not feel they have received this.

We take customers comments very seriously and always try to improve the services we provide from your valuable feedback. We are constantly working hard to make sure our customers agree that their experience with us is how buying an appliance should be. I am sorry this has not been your experience on this occasion.

If we can be of any further assistance please contact us on our website, via email or by calling us. Our phone lines are open seven days a week, from 8am until 10pm.

Many Thanks

Michael - Customer Advisor

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