ao.com Reviews

★★★★★
4.6 / 5
92% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

? Ask our helpful community of experts about this product or company
ao.com - Ask a question now

Media Gallery for ao.com

ao.com
ao.com

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

Latest Reviews

★★★★★

“Great and easy service, everything covered.”

Written on: 31/07/2014 by Ravenv121 (1 review written)

Great service online from start to finish, we had completed the order in about 5 minutes and bought 3 items, a washer, fridge and a freezer. They made it so easy to give them any specific instructions aswell, to help them when they get to the property. We didnt use any additional services and we didnt need next day delivery, however it is great that they offer this service for free. Great and simple, nothing more or less… Read Full Review

Report this review
★☆☆☆☆

“failed to honour cash back as advertised. Ignore letters”

Written on: 30/07/2014 by Uriel268 (1 review written)

Initially looked good and the cash back made them competitive. When I tried to get the cash back I met with silence and no acknowledgement of email enquiry. Subsequently reported to Trading Standards and still waiting for the promised cash back. All they were interested in was trying to sell me product insurance after the sale and quite pushy. I would not recommend them as their after sales is dreadful. Go elsewhere there is plenty of choice… Read Full Review

By Ao.com

Written on: 31/07/2014

Hi Uriel268

Thanks for your review.

I'm sorry to hear that you aren't impressed with our service so far.

All emails are responded to within a matter of hours, so I apologise if you haven't had a response I would imagine this hasn't been delivered successfully. I'd suggest using our online enquiry form regarding the cashback. I'm sorry to hear that you felt the need to contact Trading Standards. I'm not aware of any refused / unsuccessful claims for cashback so as soon as we speak to you we can start the process for your cashback.

Regarding the Protection Plan this is something that we offer to customers with eligible appliances. I'm sorry to hear that this isn't a service you require and the agent should not have come across as pushy so I'll feed this back to our Quality Team.

If there is anything else I can help you with please don't hesitate to contact me.

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

Martin Longworth
Customer Advisor
ao.com

Reply to this comment
Report this review
★☆☆☆☆

“failed to honour cash back as advertised. Ignore letters”

Written on: 30/07/2014 by Uriel268 (1 review written)

Initially looked good and the cash back made them competitive. When I tried to get the cash back I met with silence and no acknowledgement of email enquiry. Subsequently reported to Trading Standards and still waiting for the promised cash back. All they were interested in was trying to sell me product insurance after the sale and quite pushy. I would not recommend them as their after sales is dreadful. Go elsewhere there is plenty of choice… Read Full Review

Report this review
★★★☆☆

“Sort the sales team out”

Written on: 30/07/2014 by Toposhtopush (1 review written)

Ordered a Fridge/Freezer and a washing Machine within a couple of minutes the telephone went. The guy was pleasant enough going over everything such as access to the property even though I clearly stated it online. Then came the hard sell of extended warranty. If I wanted extended warranty I would of selected it. What part of NO do these sales people not understand. Oh and why pay to have an item unwrapped? Both items were just left in the kitchen as I didn't select "connection" when customer… Read Full Review

By Ao.com

Written on: 30/07/2014

Hi

Thanks for your review and for shopping with us.

I’m sorry to see that you’re not totally happy with your experience; we want all of our customers to have a smile on their face after dealing with us and we work very hard to try and achieve this.

We like to confirm orders with customers for a number of reasons and you would be surprised to see how many potential issues are intercepted on these calls (customers advising 4 steps for the drivers to carry items up, when they think we’ve asked about flights of steps, being a common example). We also like to make qualifying customers aware of our Worry Free Plan at the time too, though we know it won’t be ideal for everyone and would never wish anyone to feel pushed. If you feel that this was the case then please contact us and we’ll take appropriate action.

The delivery crew will unpack your appliances upon request even if connection isn’t selected, though they won’t just assume that you want this. Issues can occur if this is done as customers may wish to store or transport the goods to another location.

I’m sorry that you’re not 100% happy with your experience but I hope my response has helped to explain things a little bit.

Stewart Morrison
ao.com

Reply to this comment

Ao.com's Response to Toposhtopush's Review

Written on: 30/07/2014

Hi

Thank you for taking the time to get in touch with us and for your feedback. We love to hear back from our customers to see how they found everything.

I really hope you're happy with your new fridge freezer, I bet it looks great in your kitchen.

However, I’m sorry to read that you're unhappy with the call you received regarding the Protection Plan we offer to customers. The Plan offers additional peace of mind when buying an appliance. We understand that this isn't for everyone and of course the decision to opt in is completely up to you. I shall pass your comments on to our Quality Team as we're constantly looking at ways to improve our customer’s journey.

Our Driver Teams are more than happy to unpack your appliances when asked. The reason we don't unpack appliances is because we found a lot of customers wanted to keep the appliance packaged until they were ready to install the appliance. Should a customer wish for us to unpack and install the appliance a service charge applies, these prices are available at the checkout when placing the order.

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

Rob McCullough
Customer Advisor
ao.com

Reply to this comment
Report this review Read 2 Comments
★★★★★

“ao.com excellent”

Written on: 30/07/2014 by woWhitaker107 (1 review written)

I have used this company before and find them excellent in service for delivery and the quality of the goods. They deliver on time, and the delivery men bring the item into the house near to where you are going to install it. This would be a better service if they would take the old unit away for scrapping free of charge… Read Full Review

Report this review
★★★★★

“easy acess great value and next day delivery ...”

Written on: 30/07/2014 by CaseyKent446 (1 review written)

easy acess great value and next day delivery… Read Full Review

Report this review
★☆☆☆☆

“Cowboy service”

Written on: 29/07/2014 by BritneyEvans112 (1 review written)

Next day delivery ??? Yeah right... Waited in from 3-7pm then had call of driver saying they can't deliver as over their driving hours, after 30 mins trying to get through to customer services, we didn't even get an apology!!!! So we decided to cancel and go with something reliable ... My advice is to steer clear of them… Read Full Review

By Ao.com

Written on: 29/07/2014

Hi BritneyEvans112

Thanks for your review.

I'm really sorry about this, I can understand why you're frustrated. I'm not sure why your delivery was late as I don't have your order number, however the Delivery Team can legally only work for a certain amount of hours.

Sometimes, there are unforeseen delays that do have a serious knock on effect, resulting in some deliveries having to be cancelled. It's very rare that this does happen, but it can. I appreciate that it's a total inconvenience and we are very sorry for these situations.

I'm unsure why the agent didn't apologise to you, this isn't acceptable. If you could kindly send your order number to our email address on our website, I'll make sure this is investigated.

I'm sorry for the inconvenience and disappointment this caused.

Thanks

Camille- ao.com

Reply to this comment
Report this review
★★★★★

“Order online”

Written on: 28/07/2014 by 1945Ralston (1 review written)

Spoke to very friendly most helpful young man initially, and then ordered online after advice. So easy to access the site and as always I am very satisfied with this. Have ordered items for delivery in about 3 weeks and there is no problem with delaying. Thank you again AO we love you!! … Read Full Review

Report this review
★★★★★

“Delivery,”

Written on: 28/07/2014 by Leonel389 (1 review written)

I have chosen to order again with you as your last delivery guys were so great - cheerful and helpful… Read Full Review

Report this review
★★★★★

“Happy bunny”

Written on: 28/07/2014 by JolieBatchelor297 (1 review written)

Over the past few weeks I have purchased a washing machine, a tumble dryer and now a fridge freezer from ao.com such fantastic service, one very happy satisfied customer, thank you. I recommended you to my neighbours and they too are very happy with their purchase. The website is so easy to follow, very quick and precise… Read Full Review

Report this review
★★★★★

“Amazing Service ”

Written on: 27/07/2014 by hopskotch (1 review written)

Our Maytag fridge freezer went BANG on a Friday evening with it packed to the rafters of food. I went online for a look around to see what we could get and how quickly and stumbled across AO.com. I was amazed. Not only was the Samsung American style fridge freezer a lot cheaper than anywhere else, I was amazed that they could deliver it the ver next day. I must admit ordering with the anticipation of getting an email or phone call on Saturday morning telling me it would be Monday. But… Read Full Review

Report this review
★☆☆☆☆

“Appalling - Take your custom elsewhere”

Written on: 26/07/2014 by mopper78 (1 review written)

My girlfriend bought a washer dryer from you (I am overseas on business), which turned out to be faulty. Since then, the customer service she has received from ao.com has been appalling. The washer dryer was delivered on 17/7/14 but when connected it showed an error code. The Delivery men verified that the unit was faulty, and then left. She then had to take a day off work to wait for a plumber who also confirmed that the unit was faulty. She has been ringing ao.com on a daily basis to… Read Full Review

By Ao.com

Written on: 26/07/2014

Hi Mopper78

Thanks for your review.

I'm very sorry to hear that your appliance appears to be faulty.

In most cases an engineer would be needed to attend and assess the problem. I apologise if this hasn't gone as quickly as you would have liked. Our emails are usually responded to within a matter of hours if not quicker, please feel free to use our contact page on our website to find our contact form.

If there is anything else I can help you with please don't hesitate to contact me.

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

Martin Longworth
Customer Advisor
ao.com

Reply to this comment

Mopper78's reply to Ao.com's Comment

Written on: 30/07/2014

Nope. I left 2 emails using the contact form on the ao.com website and they were never even acknowledged. So the manufacturer's engineer came today (2 weeks after delivery of a broken machine) and confirmed that the unit was faulty. It turns out that when the delivery men had 'kicked in' the bottom of the box (my girlfriend witnessed this) to make a carry hole to get the item up the stairs, they also managed to damage the machine. The engineer managed to get it working for now but needs to return in 2 weeks with a new part - that's another unwanted day off work my girlfriend needs to take. How about trusting the customer and replacing a faulty item the next day, rather than incur such bad feeling?

Reply to this comment
Report this review Read 2 Comments
★★★★★

“Easy to order”

Written on: 25/07/2014 by MosheSaunders244 (1 review written)

Simple order process on the internet.Good price. free delivery. Would recommend the Company to all… Read Full Review

Report this review
★★★★★

“GREAT SITE”

Written on: 25/07/2014 by Sean330 (1 review written)

Great site, so much information provided, so easy to order and choose delivery day… Read Full Review

Report this review
★☆☆☆☆

“Diabolical customer service”

Written on: 24/07/2014

Paul smith ex9 7bw Indesit larder fridge purchased July 2013 Buying, price, delivery and set up second to none but then..... A sign of a good company for me is based on customer service AO.com are the worst I have encountered 11 months in it developed a fault,we were told it woild be dealt with within 4 days, then. A phone call to say the manufacture was busy so it will be over 2 weeks, then when I reminded them of the 4 day promise he said if they couldn't fulfil the promise he would have… Read Full Review

By Ao.com

Written on: 25/07/2014

Hi,

Thanks for your review.

I am very sorry to hear that your appliance has developed a fault.

As your retailer we are more than happy to do our best to help you within warranty or outside of warranty. I'm sorry to hear that you haven't had a convenient and quick resolve. Please let me know your order number and I'll be happy to look in to this for you.

If there is anything else I can help you with please don't hesitate to contact me.

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

Martin Longworth
Customer Advisor
ao.com

Reply to this comment
Report this review
★☆☆☆☆

“internal security checks!!!!”

Written on: 23/07/2014 by Simsex267 (1 review written)

Ordered a cooker paid on credit card all gone through fine recieved email confirming order and text confirming delivery then phone call to say failed INTERNAL SECURITY CHECKS rubbish! I now see others have had the same problem so buyers beware or you could be disappointed for no valid reason whatsoever and be left totally in the dark as to why. Very poor… Read Full Review

By Ao.com

Written on: 23/07/2014

Hi

I'm sorry that your order was cancelled. Every order placed with us undergoes internal security checks to protect both you as a customer and us as a retailer.

Unfortunately I am unable to discuss the reasons why the order was cancelled as this forms the basis of our own security measures and we cannot share these details with anyone outside our company. I am also not privy to such information.

As your order did not pass these checks, the order was cancelled and you were given a full refund.

I'm sorry that we were unable to process your order but I would like to thank you for taking an interest in our company.

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
ao.com

Reply to this comment
Report this review
★★☆☆☆

“Aggresive Insurance Sales Post Purchase”

Written on: 23/07/2014 by KyanDouglas315 (1 review written)

Within 30 minutes of purchasing a freezer both myself and I were contacted member of the AO team who used aggressive tactics to sell their appliance insurance ! The saleman wanted to know bank details and information on other insurance policies ! This is not what I expected from a company who tries to trade on customer satisfaction ? I hope the delivery of the goods fair better !… Read Full Review

By Ao.com

Written on: 23/07/2014

Hi

Thanks for your review

I'm sorry that you feel our agent who contacted you was aggressive, I'm sure they didn't intend to come across this way.

We would never want our customers to be left feeling frustrated after a phone call with us, we do offer the Worry Free Plan where applicable, however if you don't want to take it then it isn't a problem at all. We understand it isn't for everyone, so you certainly shouldn't be spoke to aggressively.

Please can you send your order details to our email address which can be found on our website, otherwise you can contact us by telephone. I'd like to this looked into and dealt with as soon as possible.

Thanks

Cam-ao.com

Reply to this comment

Ao.com's Comment

Written on: 23/07/2014

Hi,

Thank you for taking the time to get in touch with us and for your feedback. We love to hear back from our customers to see how they found everything.

We really appreciate you choosing us for the purchase of your new kitchen appliances, I bet you can't wait for them to arrive and start using them.

However, I’m sorry to read that you're unhappy with the call you received regarding the Protection Plan we offer to customers. The Plan offers additional peace of mind when buying an appliance. We understand that this isn't for everyone and of course the decision to opt in is completely up to you. I shall pass your comments on to our Quality Team as we're constantly looking at ways to improve our customer’s journey.

I hope this experience won't stop you from using us in the future.

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

Rob McCullough
Customer Advisor
ao.com


Reply to this comment
Report this review Read 2 Comments
★★★★★

“simply the best and so speedy. ”

Written on: 23/07/2014

I liked the ease of searching your products on the website I clicked off so many, it all sounds simple I really hope it all works out. free delivery is great and the contact for delivery would tell my friends about it.Whats not to like… Read Full Review

Report this review
★☆☆☆☆

“liers! !!!!”

Written on: 23/07/2014 by 452Beck (1 review written)

I bought a cooker to be delivered on a Sunday today 20 of July they said it was to be delivered from 1 to 5 pm. Waited all day at around 4 pm someone called me and said the the driver was on the last delivery before mine but that the cooker had a 4 inch damage and that he could give me 10% discount , I then said that I wanted 20% and that I wanted to see it before I agreed to anything . At 6pm i called the delivery company and was informed that the driver could not deliver the cooker because… Read Full Review

By Ao.com

Written on: 23/07/2014

Hi

I'm really sorry to hear about your experience with us and I can understand your disappointment. However we would never lie to a customer.

We pride ourselves on excellent customer service and a flexible delivery service. By law all of our drivers are only permitted to drive a set number of hours. Although we deliver up to 10pm, this is done by various crews who leave the depot at different times.

We would never expect a customer to accept a damaged appliance. We may offer compensation if a customer is willing to keep an appliance and this would not effect the guarantee of the appliance. But if a customer would rather have a replacement appliance we'd arrange this for them.

Unfortunately you've not included your order number, so I'm unable to look into this matter further for you. If you could contact me via our website, I would be happy to do so.

Many Thanks
Michael - Customer Advisor
ao.com

Reply to this comment
Report this review
★★★★★

“Super fast, hassle free delivery and quality products”

Written on: 21/07/2014 by kuPeterson326 (1 review written)

Have been using AO for a few years and have always had a truly easy (I am a male) purchasing experience. Good range of products which are competitively priced, even using the internet. Excellent delivery process and hassle free. What more can I say?… Read Full Review

Report this review
overview