Pure disappointment. Booked the ‘installation’ service (£115) for existing cabinet doors to be re-fitted to replacement 70/30 fridge/freezer.. identical dimensions. Despite first delivery crew advising on exact spec of model to purchase the second crew point blank refused to instal?‍♂️shoddy. Refund of ‘installation’ fee awaited. Poor. Will not use again or recommend.

As useless as John Lewis in the end. Chose them because I needed a new washing machine very urgently and they could deliver in 48 hours. JL wanted a week or two. Same price as everywhere else, reasonable fees for installation (could do it myself, couldn't be bothered) and to take the old machine away. Score 5 stars for pre-service. Easy website to use, good communication on delivery. Delivery itself fine - brilliant driver and assistant, machine installed fine. PROBLEM: Paid in advance for old machine to be taken away. Driver said no room on van as we were very early 7am delivery. He spoke to his "Driver Line" and passed the phone to I, so I spoke to them as well. Initially I was happy to leave the machine in the back garden (we are not chavs who want used appliances out front - a security risk as well as unsightly). BUT "Driver Line" told me they would pick up any time between 7am and 7pm the next day. Meaning having to hang around very early on a Saturday morning and all day to open the back gate for access. Getting a text 30 mins before doesn't really cut it, does it? And 2 days running as well. Now, AO made the mistake - and it is a very regular thing, the driver tells me. The VERY LEAST you would expect is that they would bend over backwards to find a confirmed time slot to put things right. But NO. This outfit is totally robotic in customer service. Actually, not customer service - they don't do that - I mean, in their system for dealing with their victims, I mean, customers. Upshot was I agreed to the chav option, machine sitting outside right now, so at least it will be collected without further disturbance. Asked the "Driver Line" to get customer service to call me between 9am and 10am, so was delighted to get a call at 9.10am from a friendly man. Turns out he wanted to sell I extra insurance (don't do it folks, "Consumer Rights Act 2015" gives you 6 years cover, free of charge, and a local repairman is far cheaper). Told him I was expecting Customer Services. He put I through, and I spoke to someone after 15 minutes on hold. They refunded my "collection fee" but as for actual compensation for stress, time and hassle? A long exchange of views - I talking over the person who just constantly repeated herself and even got the item I purchased wrong at one point - made I understand they don't give £75 or even £55 or basically cash back. Nor an extended guarantee. Oh, and the hilarious hopeless accused I of phoning the company before they had a chance to call I!!!! When they were the ones who called but not for the right reason. We did stay talking until 10am just to see if anyone would call me back. They did not. When "Driver Line" said "OK" to calling I between 9 and 10am, guess he was just trying to be agreeable rather than actually do anything (now there IS a surprise with this lot). They do own the mistake, but not the fact it makes the company look terrible or wastes the victim (not customer, remember, this company doesn't have them)'s time. Eventually got a £30 voucher code out of them, and person even said "I won't bother sending that" as I said I probably won't use AO again anyway. But did so anyway in the end. Probably won't use it, may pass it on to somebody I can't stand so that they can. Deeply regret trying AO. With John Lewis as bad, I guess my local Euronics or Independent gets a try next, or maybe Hughes which I think are owned by the impeccable Richer Sounds. There is a reason AO are going bust - they really don't have a clue about making customers happy and strangle the service staff who could do so. Avoid this circus. The extra star was due to the actual driver and assistant, or this would be a one star review. UPDATE: Gets worse. Machine left outside at THIER SUGGESTION and against my advice that it was a SECURITY RISK. Just 2 hours later it was targeted by scrap metal man who thought he could help himself to it, meaning it would not be recycled. AO are happy to expose their customers to street crime if you buy from them, too. It just gets better, doesn't it. If you just want a washing machine without any hassle this is NOT the company to buy it from. FINAL UPDATE: A second load of "scrap metal" dealers just took the machine while I wasn't watching. Now 20 minute phone wait to tell AO not to bother trying to collect it. Yes, I have some manners, though why I am bothering I am not sure. And guess what. Told them. They couldn't care less. No compensation, another 20 minutes wasted. Writing to the Company Secretary now, just so I feel I have sounded off at everyone possible. May as well, as they have wasted so much of my time another 15 minutes to cut and paste this won't do any harm. 1 day later: AO did not cancel the pick-up, so a van turned up 11.20am. Can't even get that right- so customer service woman lied about that as well. AVOID. AVOID. AVOID. AVOID.

A nightmare 4 tv's since July engineer visit for a new tv. Advisors are nice but given misinformation many times. Then to add insult to injury and 30 hours on calls promised £50 compensation to my PayPal paid another £130 for another tv. Now to be told no that was deducted from the additional payment for the replacement tv. So near £1000 out of pocket and still have a tv that doesn't do what I need it to. Again as below review,l by other customers, if you have a faulty product it's difficult to get the help you need as the manufacture has to give an uplift number to allow any exchange. Unlike other major retailers that would exchange without all the hassle. So before ordering be aware of this. Unfortunately sorry to say I can't recommend them and I will not be shopping with them again. Shame as the advisors have the right attitude but not given the tools to resolve things quickly. I've never had this sort of issue before with a retailer especially with electronics. I had to invoke my statatory rights after the first repair on a new tv to get another product. If your product is faulty the process is it MUST have at least 1 opportunity to repair it even new! If this occurs please know in the first 90 days after 1 repair attempt you are entitled by law to a replacement or full refund. I'm not sure why they have this awful process cause it ruins the customer experience the advisors want to give. Sad to say never again I'll stick to other major retailers for peace of mind even if the product is a little more expensive elsewhere it's worth it for hassle free shipping. Plus I wrote review here as funny the trustpiolet one vanished so beware of that to interesting

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 recommending them or using them again. I’m sure their reply will be they are sorry for any inconvenience caused , which simply isn’t good enough.

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 regular customer I am extremely disappointed, AO need to sort out their delivery service perhaps I would have known it was the wrong product a week sooner and would at least be sorted now.

So I ordered a washer-drier online from AO.com today. Half an hour later I was phoned by a friendly-sounding man from customer services, supposedly to confirm delivery details. He then launched into a lengthy spiel about how if a fault develops with the washer-drier they will send someone out to repair it, or even replace it with a new one, and isn't that just fantastic. Two-thirds of the way through he slipped in that this amazing service costs just £5.99 per month (or whatever it was), and sometime later he rounded off by asking me for my bank details! At this point I got quite angry with him, and pointed out that at no point had he asked me if I actually wanted this service that they were about to start sucking money out of my bank account for, and that he did need me actually to agree to it first for it to form a legal contract. "Oh, there's no contract, you can cancel at any time" he said, trying to bamboozle me again. (So even a verbal contract isn't required for AO to charge you for optional extras?!) This has seriously dented my trust in AO's reputation for customer service (the main reason I had chosen them) - by abusing it to try to flog add-ons to the unwary.

I recently bought a new washing machine from AO.com. From the first use it was obvious that something was wrong with it because every time the drum was turning was making a very loud grinding noise .I requested to return it but I was told on more than one different occasions that the only way is to have an engineer to confirm the fault. The consumers act and their own terms and conditions on their website state differently .Yet I had to accept the engineers visit because their customer service does not accept their own terms and conditions neither the law about returns. That meant one day off work for me.The engineer arrived, I had documented the problem and straight away he confirmed the fault so I got a replacement. The replacement has the exact same problem, again I requested on more than one occasions to return it, I mentioned the consumers act but again I had to have engineer to visit. This was another day off work for me. The engineer wasn't sure and suggested to keep using the washing machine because as he said the issue is due to carbon brushes and it will probably sort itself out after few more uses. I never though that a brand new washing machine will make a very loud grinding noise and that will be "normal" The problem carries on so I documented it and sent the video to AO.com.I was told that i have to have another engineer to visit and give a second opinion . This will be third time off work for me . In the meantime I was left with a washing machine that has a problem and spend hours on the phone try to find a solution. Most people on customer service are polite but this does not help resolve the issue.I had no problem with AO.com in the past ( I got my fridge, cooker and tumble dryer from them ) but now that the washing machine has a problem and I experienced their customer service I can say that is not something I would recommend

The big attraction to your company was the serice, free delivery, unpacking and taking away old appliances. We purchased 3 or 4 items in 2014 and were very happy with the service, so came back today to order 1 item only to find all your free services now carry charges. Since our original purchases we have had loads of emails from you, non of which advised of new charges. We have placed the order due to urgency, but in future will go back to Argos with whom we have an account.

I have bought many items from ao.com however i Purchased hoover washing machine 32 days later drum collapsed..contacted ao.com, transferred call to arrange engineer( only to be told none available )and they would contact me ..unhappy i called ao.com and told them, only to be told it was now manufacturer problem 2 days later still no call back ..3rd call to ao.com they will deal with problem and arrange engineer..(still waiting) I bought this washer on a buy now pay later and so glad I did. Direct debit is now cancelled and washing machine is outside for ao.com or hoover manufacturer to uplift..I refuse to pay for an item that doesn't work Avoid like the plague

Ordered goods with £298.00. Discount TENNEROFF valid until Jan 3rd 2016 but when trying to in, kept coming up with invalid Cade. Feel cheated.

Poor service. I was really messed around by the delivery driver, who answered every question I asked him with "I don't know" rather than tell me he would miss my time slot. I don't mind if deliveries are late but I do mind being lied to. I arranged emergency child care for my children because the driver led me to believe he would only be a few minutes late when he was over an hour away. I missed my delivery and when I phoned the AO helpline, the man apologised and promised to refund the scrappage charge for my old machine as compensation. Guess what? The refund was never processed. Next time, I will shop locally.

Im appalled, I order a washer dryer, They take payment. I disconnect old washing machine and put it outside in the rain. I take day off work to have delivery, then They ring me to say order is cancelled, I wait 5 hours for call to advise me on what to do next, im told i can reorder but it will put bank account in arrears as i have to wait up to 5 days for my account to be credited with refund from 1st order. was supposed to be getting £20 off price and £3.79 back from Quidco. really not happy with this mess, Im out off pocket for 5 days and no washing machine for 2 days

Taken all evening to get details in. Prices are not that great. Fast delivery is just an illusion. Dirty washing for 4 days then! shoulda gone to currys!

Easy to order online but I paid with Paypal, got an email confirming order straight away. But on the delivery day no text or communication saying payment had not been received and waited all day, got little help when I phoned customer services. I had to wait for the payment to be cancelled before I could reorder. Poor communication

I was highly recommended ao.com by a friend and so ordered a fridge freezer with a late evening slot. I was called about an hour before delivery to say that the item had been damaged in transit and could not be delivered. By that time I had emptied my current fridge of its contents and turned it off. A new date was arranged and the delivery was late, I had to chase. The men said that the item was too big to be delivered, although I have had the same model delivered before by another company. They did not unpack, which obviously added to the size - although they were supposed to. I requested a refund. Because the people on the telephone were so nice and helpful, I decided to give them another chance and I ordered a microwave for a Sunday delivery. All went well, I was informed of a 1 hour timeslot that morning, which was great, so I waited in nly to receive a text message beyond the timeslot saying that they had called and I was not in! I called customer services and they could not make contact with the delivery men! I requested another refund and will not be using ao.com again. Such a shame. Great people on the phone, but terrible delivery services - for me anyway!

Used AO for the first time and there's no doubting it's efficient. However, was offered a discount voucher which although presented to me I couldn't use. Not sure what happened.

I bought a Tosiba TV through AO last year for my 7 year old granddaughter to watch Netflix when she visited me. While the T V was 14months it had only been used about 4 weeks during that time. The last time it was used when it was turned off it went into standby mode and would not turn off. I had to turn it off at the plug to stop it flashing red then green. I rang Toshiba and they said power off and on to see if it cleared the problem. I explained I had already tried this. They said as it was outside the 12 month warrenty I would have to pay for an engineer to come out and they gave me a number to call. When I phoned the company they would not give me a price for a callout as it depended on what was wrong, nor would they give me any guideline on price. I rang AO to ask for help and they offered me £40 against a new TV'. I explained I wasn't happy and would check on my options. I was told about consumer rights lasting 6 years that retailers do not tell there customers. I rang Toshiba who told me I had to take up with AO. I sent AO an email explaining what had happened pointing to the consumer rights which are on their aftercare web page and also included various comments from a Toshiba forum talking about the same problem with various Toshiba TV's.. AO after a number of emails and phone calls wanted me to pay for an engineer to come out to see what was wrong with my TV and if it was not due to misuse they would decide either to fix or give me a partial refund. The TV was just over £200 but for it to last 14months with very infrequent use, I do not consider to be good value for money. A0 agreed to give me £130 toward the purchase of a new TV and while I have accepted this I have also told them I was unhappy about there treatment of a customer and not letting me know about my rights on my first phone call. The person confirmed that they did not tell customers about there consumer rights if they did not know. I have confirmed to AO that I would be posting my experience regarding this matter. Do not allow retailers to sell you poor quality goods and get away with it.

When I unpacked my new wash machine I noticed big dent at the front and as a result twash machine door initially wouldn't close. The driver said he couldn't do anything about it and asked me to call AOL. AOL gave me two option 1) to return or 2) send pictures so they could assess the damage and offer me a discount. Over two months later, 5 emails and two phone calls I still haven't had any respond from AOL. The product (Samsung wash machine ecobubble 7kg) its fab . I am gutted that I paid full price for damage product. Very disappointed with customer service.