ao.com Reviews

★★★★☆
4.5 / 5
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Latest Reviews

★★★★★

“Customer service”

Written on: 20/05/2018 by Stephensca263 (1 review written)

Dear Ms.,  I wish to show my appreciation of the way and manner shown to me by the person I dealt with. She was professional, helpful and courteous at all times. I was prepared for difficulties following my "delayed" observation of the wrong product being delivered last year. Thank you to the person I dealt with: you are a credit to ao, I hope they appreciate you ! Following this problem, I will have absolutely no difficulty in advising anyone who asks me about ao to give you a 5 star… Read Full Review

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★☆☆☆☆

“Over sized van = waste of time!”

Written on: 06/05/2018

Terrible customer service. They rescheduled the delivery booked 2 weeks in advance because their van was too big for our street - a normal street in Hackney where you can easily park 2 vans. They could not carry the washing machine with the trolley for half block and park in the main street either because it was hard to find parking! Result: rescheduled to next day, half day of work lost, having to wake up at 7am on a bank holiday weekend because the delivery window is from 7 to 12, an… Read Full Review

Ao.com's Comment

Written on: 08/05/2018

Good Afternoon

Thanks for taking the time to get in touch with us.

I'm sorry to read of the experience you've had with us concerning the delivery of your washing machine. I can certainly appreciate how disappointing this must have been for you.

Due to the amount of deliveries we perform on a delay basis, we require large vehicles in order to fulfil each delivery that is booked in. The vehicles we use are around the same size as a dustbin lorry (7.5 tonnes). Having looked at the notes on your order, I understand that there wasn't adequate space available for the vehicle to park on the road. It was agreed that we could attempt delivery again the following day in the hope that parking would be available.

I'm pleased that the delivery went ahead as scheduled the following day and that the washing machine has now been installed in your home. We hope that you're happy with the item and that is being put to good use already.

My sincere apologies for any inconvenience the delay with the delivery of your item may have caused. We really hope this experience won't hinder your decision in considering us again in the future.

Kind regards

Rob - ao.com

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★★★★★

“No fuss returns”

Written on: 02/05/2018

Had dodgy steam iron, asked for refund, no problem, got uplifted couple days later . Great customer service!… Read Full Review

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★★★★★

“Service 2nd to none”

Written on: 26/04/2018 by ShannonSimpson329 (1 review written)

I have purchased a few items from AO and have been very impressed with their customer service. Recently I had a problem with a fridge that I purchased a little under 12 months ago. Contacting AO by email was simple an they always replied promptly. They put me in touch with the manufacturer of my fridge to arrange for an engineer to come out. However their customer service was really bad and ,to cut the story short, AO have resolved the problem and I will be receiveing my replacement fridge… Read Full Review

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★☆☆☆☆

“Terrible service-dont use Ao”

Written on: 24/04/2018 by whHayden368 (1 review written)

Terrible service. This company do not own their problems. After selling us an unearthed dangerous oven blowing out our main house fuse on a Sunday leaving us without electricity. Then taking a week to sort out only supplying us with ANOTHER faulty replacement leaving us without an oven for two weeks. A total of 6 half days taking time off work and waiting in for engineers pickups and delivery’s. They have NO quality control and is always your responsibility to chase them up even after… Read Full Review

Ao.com's Comment

Written on: 24/04/2018

Hi

Thanks for your review, although I'm very sorry to learn of the experience you've had.

We pride ourselves on the service we offer and we genuinely believe in doing what's right and fair for our customers in every scenario, so it's very disappointing to see that this hasn't been your experience.

We don't perform quality checks on the products we sell as this is done by the manufacturer before packaging and dispatch. However, we'll always aim to resolve any issues that may arise as quickly as we possibly can for our customers.

I appreciate that you've since cancelled your order and purchased elsewhere but I'd still like to ensure that your experience is fully investigated, as it does appear to have fallen far short of our usual standards.

I don't currently have access to your order but if you could reply with your order number, I'll ensure that this is fed back to our team for their internal investigation.

Many Thanks

Katie - ao


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★★★★★

“Excellent customer service ”

Written on: 14/04/2018 by gnCahill373 (1 review written)

I had brought a Samsung washing machine in January 18, and was having problems in early April with it, i contacted AO. Com customer services and had a response with hours with whom i needed to call and if i had any issues to contact them back. Excellent service and very prompt. I would highly recommend… Read Full Review

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★☆☆☆☆

“Don't use AO.com”

Written on: 23/03/2018 by simonjbaker (1 review written)

I purchased a Hoover Candy DNC B91B-80 condenser dryer from AO.com just over a year ago at a cost of £250. This week it would not switch on so I called AO.com. AO's response has been shockingly inadequate. The expect me to pay for an independent report which would cost well over £100 and invalidate my part warranty or pay £149 for a repair and if it's not fixable I get nothing… Read Full Review

Ao.com's Response to simonjbaker's Review

Written on: 25/03/2018

Hi

I'm sorry to read that you've experienced an issue with your appliance. I can certainly appreciate how disappointing this must be for you.

I can see from the notes on your order that you've been in contact with us via email and telephone regarding this matter. As the appliance is now outside of its 1 year manufacturer warranty, any engineer visits would now be chargeable. If you're wanting to make a claim under the Consumer Rights Act 2015, you would need to supply an engineer’s report from the manufacturer advising that the appliance is inherently faulty and that the cause of the fault isn't the result of general wear and tear. Should the appliance be confirmed as inherently faulty, we can assist further in terms of a repair or depreciative refund. If the appliance is found to be beyond economical repair, we would offer a depreciative refund.

We do offer a Repair and Protect service to our customers in circumstances like this. You can find more details on our site. The cost of the service is £149, however this would cover any further call outs or parts for the appliance over a 12 month period. We can certainly look into covering a portion of this cost for you should you think it is something you may be interested in. To discuss this further, please give our Contact Centre a call.

We're here to help our customers and will always provide a satisfactory resolution in all circumstances. We want to resolve this as quickly as possible and shall await further correspondence from you with how you wish to proceed.

Kind regards

Rob - ao.com

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Simonjbaker's reply to Ao.com's Comment

Written on: 27/03/2018

As are aware I can't supply an engineers report as if I did so it would invalidate teh 2-10 year parts warranty putting me in a classic no win situation.

Also the L&G cover is an absolute deception as if the engineers comes round and the fix is less that £149 they pocket the profit but if it's more than £149 you just refuse to fix it.

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★★★★☆

“Very happy customers”

Written on: 19/03/2018 by devox999 (1 review written)

We had an integrated washing machine pack up in our kitchen. AO came out with a replacement next day, disconnected and removed the old one and put a new one in. I was amazed to come home and find everything had gone smoothly, I had visions of there being knocks out of the walls, or water all over the floor....no offence!… Read Full Review

Ao.com's Response to devox999's Review

Written on: 22/03/2018

Hi

Thanks for your great comments.

I'm really pleased to read that overall you were happy with our service. I do hope you're happy with your new washing machine. Sorry that we were unable to provide you with your own indoor swimming pool ;)

Michael - ao.com

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★★★★★

“Excellence”

Written on: 20/02/2018 by sparkyloulou (1 review written)

First time have had any dealings with this company. Very impressed with the professional approach from the telephone call to the delivery guys also on line Great service all round. Highly recommendedp… Read Full Review

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★★★★★

“Super customer service”

Written on: 31/01/2018 by eddduck1948 (34 reviews written)

Good prices and speedy delivery as usual but due to problem to my credit card I had to speak to customer service. The gentleman who spoke to me was a credit to the company - helpful patient and knowledgeable- possibly the best experience i have had from any customer service dept. .. Well done… Read Full Review

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★★★★★

“Ao to the rescue”

Written on: 26/01/2018 by 448Smith (1 review written)

Having had problems with my 10 month old hoover dishwasher 3 times i called ao told them my problem next day new dishwasher was delivered now thats customer service for you many thanks mrs norwood… Read Full Review

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★★★★★

“Great prices and service”

Written on: 24/01/2018 by jrEllis61 (1 review written)

Our washing machine packed up last year and found this company, ao.com, to be the cheapest to replace it. Wasn't sure about buying online, but the process was simple and painless, and our new washing machine was delivered and fitted in perfect condition and our old one taken away at a little extra cost. Perfect. So, when our fridge packed up over Christmas, we went back to ao.com for an upgrade to a fridge freezer. However, I was having a bout of insomnia at the time, and my brain get… Read Full Review

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★★★★★

“tumble dryer delivery”

Written on: 17/12/2017 by barneywanderer (1 review written)

fantastic, crew namely they were ever so helpful and so polite… Read Full Review

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★★★★★

“Fantastic Customer Service and delivery.”

Written on: 09/12/2017 by Shaun-91 (1 review written)

Today on the 8-12-17 I called the Ao customer service line about two issues with my appliances I had recently ordered from AO. I was greeted by one of the staff. I am writing today to let you know how hugely happy I am with the conclusion of my issues thanks to that member of staff and about them as a point of contact for a customer. He was polite and knowledgeable from the start with an extremely friendly manner. It always seemed he was committed to solving my problem. Due to this it has made… Read Full Review

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★★☆☆☆

“two weeks late”

Written on: 08/12/2017

Initially , the sales operative was very clearly disgruntled that I didn't want extra insurance despite his pressurising me................ Courier continually misleading, tracking indicated delivery imminent but this never transpired. Apparently they are very busy at Christmas...go figure !!! we all are . Wrong item then delivered over a week late, money taken was right though. Customer services team very helpful but delay continues. Had to stand my plumber down for a third time. As a… Read Full Review

Ao.com's Comment

Written on: 11/12/2017

Good Morning

Thanks for taking the time to get in touch with us.

My apologies for the manner in which the Protection Plan came across from the Agent you spoke to. The Plan offers additional peace of mind when buying an appliance and protects you for more than a standard manufacturer warranty. We understand that the Plan isn't for everyone and the decision to take it up is completely optional. I'll ensure your comments regarding the Plan and the manner in which it came across are passed on to our Quality Team as we're always looking to improve the service we offer.


I'm truly sorry to read of the experience you've had with us concerning the delivery of your appliance. This isn't the journey we want our customers to have with us at all.

So that we can look into this for you, we would require your order number so that we can access your information. If you could reply to this review with that information, it would be greatly appreciated.

Kind regards

Rob - ao.com

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★★★★★

“Delivery”

Written on: 06/12/2017

Nice friendly delivery from delivery crew members Thanks guys for making sure I have a cooker for Christmas… Read Full Review

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★★★★★

“Fabulous customer service ”

Written on: 10/11/2017 by Simeonx322 (1 review written)

Ordered Sharp Tv for my parents for Christmas, it arrived as promised. It had a faulty picture, I spoke to the wonderful customer service team. I had to get the serial no and send them a photo of the picture that we could see. Within 24 hours the old tv was taken away and replaced. Fantastic service and very happy parents. Would 100% recommend AO.com… Read Full Review

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★★★★★

“EXCELLENT SERVICE DEL ON TIME ON PROBLEMS”

Written on: 20/10/2017 by PETER500 (1 review written)

THE DEL TEAM WHERE EXCELLENT TOOK THE OLD MACHINE AWAY KEPT IN CONTACT SO I KNEW WHEN DEL WOULD BE… Read Full Review

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★★★★★

“Absolutely fabulous!”

Written on: 13/10/2017 by kazzyw111 (1 review written)

Absolutely fabulous! From my initial enquiry through to waving goodbye to the professionals who brought my appliances to me and fitted them perfectly. 100% honest review… Read Full Review

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★☆☆☆☆

“Terrible”

Written on: 12/10/2017 by jphtessier (1 review written)

All together a very unpleasant experience. I ordered 3 chest freezers and a free standing fridge for over £ 1000. Get a message saying they 'll be delivered on Monday between 7am and 7pm - a 12 hours slot.... ok. On Sunday (?), I have an email saying one freezer won't be delivered but I can pick an other one, which I do. On Monday at 6.58, I have a message from the driver saying "I'm off you're not in). I open the door at 7.02 and he refuses to come back. I call and I'm told the next… Read Full Review

Ao.com's Response to jphtessier's Review

Written on: 12/10/2017

Hi

I'm very sorry to read of the overall experience you've had with us. This isn't how things normally go I assure you.

I can see from the notes on your order that you've spoken to my colleague Wisha regarding this today. Rest assured, your comments shall be passed on to the Logistics Team for them to investigate internally. We want our customers to have the best journey they can with us and your feedback is crucial in us improving the service we offer.

I understand that one of the appliances has now been refunded to you in addition to the service charges. We're gutted to have let you down and hope that you'll consider us again sometime in the future.

Kind regards

Rob - ao.com

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