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★☆☆☆☆

“If you're about to order a washing machine - STOP AND READ”

Written on: 28/01/2020 by Colemanij31 (1 review written)

If you are ordering a washing machine through AO and don't live in a bungalow or on the ground floor then - STOP! THEY CAN'T BE TRUSTED.

I had to wait in all of Sunday for the washing machine only for the delivery man to say it was too heavy for them bring up the stairs - I am on the 2nd floor, a normal house with standard stairs.

I asked them if they could take it to the 1st floor and I'd carry the rest - they said actually it's too heavy to take up any steps at all. I complained to customer services, spoke to a manager who assured me they'd rearrange the delivery, this time ensure the delivery team would be equipped to take it up the stairs.

I requested either first delivery in the morning or last at night so I wouldn't have to take time off work, instead it arrived in the middle of the working day so I had to take half a day off.

Then the delivery man again refused to take the washing machine up to the 2nd floor as it was too heavy, despite knowing the problems of the previous delivery. We called the logistics/delivery dept on the spot and they said nothing could be done and it hadn't been made clear to them by customer services.

The driver then confessed that no driver at AO would take a 70kg washer/dryer up any flights of stairs and AO would not invest the £1000 needed in a simple mechanised step trolley that could get it up the stairs - this is because the delivery men are self-employed so themselves wouldn't fork out the money for it.

I spent hours on calls to AO to ensure the problem wouldn't reoccur. I wasted a weekend and a work day on their promises which came to nothing. They could have been honest, saved me time and admitted that they are GROUND FLOOR DELIVERY ONLY for heavier items. I've asked them to produce proof of last time they delivered a washing machine to the 1st or 2nd floor, still nothing.

They don't even acknowledge or understand they have this problem, let alone being in a position to fix it. Departments don't speak to each other. They effectively sold me the washing machine under the false pretence that they could deliver it - they can't. They had to cancel my order. I'll now go to Curry's or John Lewis who may be fractionally more expensive, but at least they are reputable, unlikely outsource their deliveries to contractors and can deliver what they say without wasting so much of my time and energy.

Thanks for nothing AO - never again.

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