ao.com Reviews

★★★★☆
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Latest Reviews

★★★★★

“ao.com excellent delivery team and service ”

Written on: 09/12/2018 by JeffersonMaher17 (1 review written)

After ordering a fridge from ao.com the company contacted me via telephone and email to keep me updated and informed about the order, the female member of staff with whom I spoke to was very polite and professional. The fridge arrived exactly at the time stated via text and order tracking service (which are very good). The delivery team were prompt, efficient and brought the fridge into the house to the specified room. They were neat tidy and left no mess, very professional.  I was very… Read Full Review

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★★★★★

“BETTER THAN THE BEST”

Written on: 07/12/2018 by Hadassahl1982 (1 review written)

AO delivery team of were simply the best I have ever see. They were super efficient, were at my front door at 7.30 am and delivered an American style fridge freezer, installed a dishwasher and were out of the door in 25 minutes. No messing about and took them a few minutes to figure out installation. So pleased with the service. Have never used AO before but their service , efficiency and teamwork was really the best I have ever seen. … Read Full Review

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★☆☆☆☆

“Don’t trust these clowns with your money”

Written on: 02/12/2018 by Djdee13 (1 review written)

Had no issues with the delivery and Installation service from this company, however if your product has a fault they won’t hesitate to leave you high and dry. The price might be good and delivery quick but think very carefully before placing an order, if something goes wrong this company simply don’t care or won’t try to be helpful once they have your money. Their tactic is if there is a problem with your product they pass you straight to the manufacturer to sort it out. They won’t… Read Full Review

Ao.com's Response to Djdee13's Review

Written on: 03/12/2018

Good Morning

I'm extremely sorry to read of the issues you've experienced with your appliance. I can certainly appreciate how disappointing and frustrating this must be for you.

So that I can look into this matter in detail, we would require your order number and post code so that your details can be located on our system.

Rest assured, we're here to help and want to provide you with a satisfactory resolution.

Kind regards

Rob - ao.com

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Djdee13's reply to Ao.com's Comment

Written on: 03/12/2018

AOL2621072 DY5 2DS

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Ao.com's reply to Djdee13's Comment

Written on: 04/12/2018

Good morning

Thanks for providing your order details.

We usually suggest that customers speak to the manufacturer, as they are the experts when it comes to their own products and can offer the best advice.

Before an appliance is placed on the market, it undergoes vigorous testing, as do the component parts. However, no manufacturer can guarantee how long an appliance will last before a failure occurs. Therefore, the manufacturer supplies a guarantee period for parts and labour in which repairs and parts are covered.

We'll always do our best help customers with any issues they are experiencing, and it's most unusual for a customer to have so many faults with two separate appliances.

Having looked at the notes on the order, I can see that in order to resolve this issue we have agreed to replace the machine for a completely different make and model.

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're constantly working hard to make sure our customers agree that we're exceptional in the moments that matter. I'm sorry this has not been your experience on this occasion.

Thanks

Michael - ao.com

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★★★★★

“excellent crew delivered and connected Electra...”

Written on: 02/11/2018 by Ogden1955 (1 review written)

excellent crew delivered and connected Electra washing machine good communication polite customer service. ao.com first time dealing with this online retailer, wonderful customer service, dealt with connection problem, reordered another washing machine and delivered and connected next day. will be using this retailer again, they certainly stand out from the other companies in customer service and helpful call centre staff. great communcation and crew drivers… Read Full Review

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★☆☆☆☆

“Waste of time and energy”

Written on: 30/10/2018 by 153Hackett (1 review written)

I am extremely dissapointed with the service i’ve received. I ordered a vax steam mop (brand new) from Ao ebay. Upon receiving it the mop did not work at all, generating no steam. I requested a replacement as it arrived FAULTY but Ao said they do not deal with replacements for vax products? I was confused because the product did not develop a fault after I used it, it was a faulty product I received. Anyway I received a call from Ao customer service and I agreed to return the mop to vax… Read Full Review

Ao.com's Comment

Written on: 30/10/2018

Good afternoon.

Thanks very much for your review.

I am very sorry to learn of this issue with your steam mop. Please can you reply with your order number so that we can look into this for you?

Kind regards,

Katie - ao.com

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★★★★★

“First class service, punctual, efficient. Extremely...”

Written on: 23/10/2018

First class service, punctual, efficient. Extremely helpful. Constant update from emails to text to phone call from driver. Would recommend to all. Cooker was then placed in kitchen ready for connection. Delivery offered to remove packaging but choose to leave as kitchen not ready for connection. Hoping when unpacked that allis well, I am sure it will be. I have used AO before and have always been delighted with the service. No complaints, thoroughly delighted… Read Full Review

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★★★★★

“Great Service and Delivery Team”

Written on: 11/10/2018 by JBills (1 review written)

Delivered a tumble dryer today. On time,helpful, quick service and the tumble dryer is up and working in 5 minutes… Read Full Review

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★★★★★

“Delivery of fridge /freezer”

Written on: 06/10/2018 by Toriq193 (1 review written)

All i can say is it couldn't of gone smoother . The guys were friendly, certouse and well informed through out .I would highly recommend to anyone and would defiantly use AO again . Took all packaging and scrap as well , cannot fault the service . My new fridge/ freezer is way better than expected and great value for money .All round 1 very happy customer… Read Full Review

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★★☆☆☆

“Bad customer service”

Written on: 03/10/2018 by Ruthanne (1 review written)

I booked out a day for delivery, the machine came and was faulty. When speaking with customer services about delivery of a replacement the next day they expected me to book out another day or morning , I asked to be delivered to 1st saying I wasn’t happy or able to book out another time. Their answer was they would put in a request but could not guarantee it . The next day I got a tex messsge saying the item would be delivered between 3pm and 7pm. I am appalled , I definitely will not be… Read Full Review

Ao.com's Response to Ruthanne's Review

Written on: 03/10/2018

Hi

Thanks for taking the time to leave your review.

I’m very sorry to learn that you received a faulty appliance and I know how frustrating that must be.

I cannot see the particulars of your order and so can only speak in general terms, however I can assure you that the agent that you spoke to will have done everything they could to put things right. The earliest arrangements any agent can possibly make is a next day delivery with a morning (7-12) timeslot. If you requested to be the first delivery, or one of the first, then this isn’t an arrangement that can be made and guaranteed; they can only request it of the courier in question to see if that can be accommodated.

I’m sorry that this wasn’t something that could be arranged for you in the end. I completely understand your desire to have it delivered very early in the morning, but the nature of routing and logistics means that this isn’t possible in all situations and that’s in part why agents are limited to requesting it. Please accept my apologies.

It’s always disappointing to hear that a customer wouldn’t shop with us again or recommend us; this isn’t something that any business would want. As I mentioned, I don’t have access to your order details to give more specific information, but if you’d like to discuss this in more detail then please don’t hesitate to contact us; the various methods that you can reach us are provided on our website.

Many thanks,

Stewart – ao.com

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★☆☆☆☆

“Delivery farce!”

Written on: 23/09/2018 by KFSF (1 review written)

We ordered a washer/drier for our daughter at university in Bristol. Before I placed the order I explained she was the top floor for with 4 flights of stairs. I was assured delivery wasn’t a problem ‘we deliver to flats all the time’ I was told. The delivery had to be a Saturday as she is on a full time course. The delivery slot was pushed back in the morning so she ended up staying in all day. The driver turned up at 8pm was very rude saying it could not be delivered as there were too… Read Full Review

Ao.com's Response to KFSF's Review

Written on: 24/09/2018

Hi

I'm really sorry to read about your recent experience with us and I can understand your disappointment.

We use a two man delivery team and we’ll always do our best to ensure customers receive their order. However, the products we deliver are often big and heavy items to lift, so there will be certain occasions when we may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver. So the driver will always asses the delivery on the day. The crew will only refuse delivery if it’s likely to cause damage to the appliance, property or injury to themselves.

However, if you could update your review to include your order number, I'd be happy to look into this further.

Thanks.

Michael - ao.com

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★★★★☆

“Excellent fitters ”

Written on: 19/07/2018 by PaytonHowe1987 (1 review written)

Bought dishwasher, washing machine & fridge freezer fm AO 1. All delivered and and fitted 1st time round but unfortunately they could not attach dishwasher door as the handle was not no. So I phone AO1 back ito rearrange hanging of door after handle was fitted. t took a while 28mins to get to speak to an advisor new date was arranged they arrived so following feed back for them. Ao1 Just want to give positive feed back on the two guys I dealt with. They arrived prompt asked to use back door… Read Full Review

Ao.com's Comment

Written on: 24/07/2018

Good Morning,
Thanks for getting in touch with us.

I'm sorry to read that the installation of your dishwasher wasn't able to be carried on the day of delivery. I can certainly understand how disappointing this must have been for you.

I'm glad that a member of our Contact Centre was able to assist you with this and arrange for a different Driver Team to attend and resolve the connection issue. You'll have to let me know your order number so that I can ensure the crew know you've been in touch and that they get all of the credit they deserve for impressing you.

We really hope that you're happy with your new appliances and that we get to see you again sometime in the future.

Kind regards

Rob - ao.com

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★★★★★

“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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