ao.com Reviews 18

Item was meant to have been delivered for the morning- delivery driver called at 830 am to say the delivery will be between 930 and 1130. Recieved a call from the driver at 1125 to say they were half hour away heard nothing for another hour when I recieved a message saying the delivery had taken place. Called the driver who said they would be with us in 20 minutes. 30 minutes later still no delivery so phoned the customer support- person who picked up said they would call the driver on hold for ten minutes to be told that the driver was 15 minutes away. Half hour later and still no delivery absolute shambles if your going to be late try communicating!!

AO purchase and delivery spot on and no complaints, but description of Beko garage tall freezer Beko FNP4686W severely lacking i.e. it did not make clear that the external digital display primarily (only) shows the set (target) temperature of the freezer, not the current, real-time internal temperature.
So you don't know if the freezer is actually working or not. The only way to know what the current real time temperature is inside your brand new freezer is to buy a separate thermometer and stick it inside, then open the door to read the temperature off the wee extra thermometer you bought, which (to me) defeats the whole point of having an external display.
Be warned.

Extremely poor service. Four payments were taken and placed in pending without explanation. I spent over four hours on the phone, speaking to multiple people, and no one called me back as promised. Because of this, I am now unable to access my own money to purchase an item I urgently needed.

This level of service is unacceptable and needs to be rectified immediately. I expect prompt action and a clear explanation for this failure.

Very upset…. I was contacted to be sold extended warranty. Very pushy and use clever wording to get you to say yes.. well I didn’t, I said NO,thank you. At the same point of day they had been contacting my wife to sell it to her. I have been a customer of AO previously but will never use them again. Good bye AO and your aggressive sale of extended warranty.

A couple of days ago I gave a review of how this company treats its customers and I have been with them for several years, until now, after seeing them in their true colours.
I would have expected them to at least try and defend themselves on this site but I suppose you cannot defend the undefendable.
However, I have often wondered about the age of some of the staff I have emailed in my dispute, going off their answers, so when I got passed onto Danial who is part of the Management Team I was expecting better, WRONG, Danial's vocabulary is poor at best (similar to the TV they sold me ) and when the word onus was spelt oweness along with sentences that did not make sense along with the final part of the email saying " I look forward to hear you " I realised that I was expecting too much.

Danial ( Assistant Team Manager ) then thought a reply to my original review was to send 3 a o logos which resemble smiling emojis to my inbox.

Danial you do your firm proud, keep up the good work until insolvency.

I am a pensioner and was having some issues ordering an oven on line. I phoned the number provided and spoke to one of your team Lewis. May I say he was really helpful, polite and very professional. He saved my day with helpful suggestions and in no way made my queries seem inconsequential. Well done, Lewis

Don't even think about it ao.CON
What a rip off just been to site to buy a freezer cheapest delivery £25 for anyday then £25 for time slot adding £50 for delivery. Only a mug would pay that!

Purchased the 5*membership for 1 year as it was cheaper than paying for an items delivery charge (you get free delivery on membership), however I didn't agree, nor was it obvious I was signing up to a recurring membership. Didn't get a notification to say I was going to be charged again, who needs an ongoing yearly membership for the items these people sell. Can't get my money back, can't use the benefits, tried to log in to dispute the membership charge, but they locked me out of my account. Cowboys!!

Please stay away from this company thay have a AO member scheme off 100 day return well don't believe it thay just want to scam you thay don't want to replace items unless you pay them again scam scam scam

The AO.com van arrived with our freezer inside it, but the delivery men said they could not deliver it because there is no access to our property, which is absolute and utter nonsense. Eventually they told the truth: even though the paperwork clearly stated that a door reversal was required and paid for, AO.com sent a delivery team which did not have the necessary skills to carry out a door reversal. So they drove away with our new freezer! The freezer was delivered 24 hours later, causing us great inconvenience. No apology from AO.com and no gesture of goodwill, e.g. a refund of our delivery fee.

My delivery well done the drivers was excellent service but the customer service yesterday the man called Mr Shakeeb was very rude and repeating the same sentence several times and was very bad man to take from me extra money and he tooked.

I ordered a coffee maker a week ago. I was wondering where it was so I went into tracking and it seems delivery was attempted once and now the appliance has been returned to Ao.com!

No emails to me about this or even another attempt to deliver. No help available either, without hanging on the phone endlessly.

Terrible service and now I have paid for an item I won’t receive. How will I get refund if I cannot actually contact anyone?

Disgraceful and I was considering ordering new kitchen appliances - I don’t think I’ll risk it if this the issue. They were always so reliable years ago.

The delivery service is terrible, especially if you are an OAP> I was not given enough time to get down the stairs, I am on the 3rd. Floor. I then get a voice mail, "Oh we tried to deliver the machine and you were not in, we waited 5 minuets." I said, well I am downstairs now, please turn back. "No", was the response, "You will have to pay for another delivery".
Good job I paid with PayPal.
I wish I had looked on here before for the feedback. Silly me.

Bought an indesit dishwasher, part missing, phoned and supposed to send correct part,no, phoned again and Dillion never phoned me back, phoned again and part supposed to be ordered but who knows, shocking customer service, I won't phone back as I've had enough, shocking way to treat repeat customers.

Summary: Delivery was booked for 31st August when I had workmen here to do the unpack/install. Delivery failed (supposedly a maintenance issue with vehicle). Delivery re-booked for 7 am - 12 noon 5th Sept. It's now 2 pm and still not arrived.
Details: On 31st August tracking showed that delivery stalled 5 drop-offs before mine, round about lunchtime. Later in the day I had a phone call from an blocked number. Caller said she represented the logistics company and explained that the van had developed a fault and delivery couldn't be made today and wanting to rebook for Friday morning. (On the day of delivery I had 2 workmen here waiting to do the unpack and install).
Friday morning didn't work for me. I suggested Friday afternoon but this didn't suit the service representative. The call closed without the re-delivery booked. Later another service representative, a male this time, phoned the mobile number I had provided upon ordering. After confirming he had the right person, he told me the call was being recorded then asked me for my details including email address and phone number claiming that he needed the information for 'security' purposes. I felt very uncomfortable, had a gut feeling something was off about being asked for so much information which, if he were really a customer service agent of AO.com, surely would already be available to him on his screen. If the purpose of asking all the questions is really to ensure the security of the customer, it wasn't working as I began to think it was a phishing scam. I gave him sufficient information to confirm I was the customer and suggested we move on to re-booking the delivery (which I assumed was the purpose of his call) but he claimed he was unable to do that unless I complied with his request to answer all his 'security' questions. It sounded like he was in a call centre, although when I asked to speak to his supervisor, he claimed he didn't have a supervisor and was working from home, subsequently retracting the lie and admitting he was in the office. I have tried to re-book delivery via the website but the chatbot can't help. I wonder if AO.com needs to review their customer service practices and re-train their agents (or switch logistics company). I think it's grossly unfair that if a failed delivery was my fault, I'd forfeit the delivery fee but when a failed delivery is their fault, their service reps require customers to jump through 'security' hoops and fail to have the item delivered in a timely manner.

I purchased a Beko washer/dryer machine and the machine I found to have a dent on the side but only discovered it too days later as the machine has a dark silver colour to it.
The delivery was a nightmare at first they didn't even realise a disconnection and a connection needed to be done even though I purchased this to be done. They broke the cold water tap to the connection of the washing machine hose. They ask for a drill which I didn't understand why. When they left I had amounts of water dripping all around under the sink cupboard and on the floor which I had to deal with myself as they left a leak because they did not fit the machine hose connection properly.
All in all I believe that the delivery drivers need customer care training and plumbing training as I am an upset customer.
I will not buy big appliances from ao.com again and had cancelled my electric cooker purchase as I do not want the same delivery drivers making another mess in my Flat.

Excellent and helpful customer service. I had some issues regarding my delivery and when I contacted the CSR via online chat I received excellent service and my problems were resolved.