AO Home Reviews 

Ordered a cooker. Told it would be delivered within a week. Delivery postponed. Told cooker made to order. Another date set, that was postponed. A third date set, now that has been postponed!
The same cooker is available for immediate delivery from Amazon, only went with AO because of the connection etc.
What a shambolic company. Complaints are a waste of time, never get the truth.

Absolutely zero star for someone called phoebe with no iota of customer service skills.Delivery men were lazy and inconsiderate and lied.
They couldn't wait for 5 min as I was across the road and they cancelled delivery.

while connecting my new cooker they blew my electrics the fitter and someone that phoned me said i had to get a electrian has they didnt employ them and send the bill to them which they are refusing to pay i am 74 yrs old and they left me in the dark no heating couldnt make a drink or anything to eatas this was 5 -30 at night. someone was supposed to ring me the following day they never did. my advice to anyone buying from ao don,t

Bought washing machine £339. Got £25 discount code so paid £314
Received my washing machine and then the product reduces in price to £306!
£306 minus £25 = £281
Instead they credit me £8
And I had to buy £40 AO 5 star membership to get free delivery when Boots were doing free delivery. Overall expensive and I won’t be purchasing again!

The AO delivery men need a huge shout out. Polite, courteous and smoothly handled the collection and replacement of my fridge freezer. We live in a tiny cottage with awkward corners and a long garden to trudge through before entering the property. A 5 star service from a friendly team who delivered excellent service with a smile.
Thank you.
Lara Ince

I purchased an Indesit washer/dryer from AO which has been nothing but trouble since purchase.

Firstly, the wash/dry cycle wouldn't operate. This hasn't been resolved. I am able to operate a wash/dry cycle but only on one of the cool washes. It won't function on the majority of cycles though.

Secondly, even though it will complete a wash/dry cycle the majority of clothing items come out sopping wet. I always remove items from the machine as soon as it finishes operating.

What I have found is that, on checking, the filter is in a pristine condition. There isn't even a sign of any lint build up. This would suggest a fault with the machine.

On contacting AO I was transferred to an Indesit help line who immediately started talking about callout charges. At this point the machine was around 6 months old but had been in use for only around 3 months.

Around 2 weeks before the 12month guarantee ran out I was contacted by AO to discuss an extended warranty. I have to admit that I was less than polite (without being abusive) but just hung up on the agent.

As things stand, I am out of warranty (by less thana than a week) and left with a product that was supplied in a faulty condition and expected to pay an undisclosed sum to get someone to look at a faulty machine.

If I paying anyone, it will be an, independent engineer, with a view to making a claim for the cost of replacement, via the Small Claims Court, if necessary.

AO have been difficult at best and completely obstructive in reality and there is absolutely no way I would ever recommend this company.

Absoultely shocking company!
Paid extra for our washing machine to be connected but the incompetence of their delivery driver meant there was a serious leakage for a number of weeks. When bought to the attention of AO customer service they didn;t want to know, they wouldn't investigate further and flatly refused to check if the water had caused damage to the sub floor. Therefore, we'll have to foot the bill for their extreme incompetence. You couldn;t make it up!
Stay away!!!

if i could give 0 i would!! my son and daughter in law had new kitchen saved hard for it got it done picked Hisense fridge freezer supplied by AO worked for two weeks after spending £900 sent engineer, its a faulty fridge but can’t supply another till end of nov and that’s not guaranteed they have a 3 year old boy, no fridge for over a month had to through everything in fridge out and and nowhere to keep food cold, now asking them to wait another month? no compensation or help, Do not use this incompetent company, 😡

Paid for a new cooker and recycling service as I've recently just moved back in my property and the lodgers I had before had broken the previous cooker the driver and colleague decided they wasn't taking my old cooker even though I paid for the service which is a really disgusting practice and it didn't help that they was a strong smell of cannabis coming off the drivers mate seriously who goes to work smelling of illicit substances

I purchased a Hob with installation services included. They provided a 4-hour delivery and installation window, but unfortunately, they did not show up as scheduled on the specified day. I attempted to track my order, but the delivery time kept changing frequently. At some points, it indicated that the driver would arrive between 8 PM and 9 PM, but eventually, I received a message stating that they couldn't complete the delivery and advised me to contact AO to reschedule.

To my surprise, the next morning, instead of taking responsibility for the missed delivery, they contacted me and suggested choosing a delivery date for the following week.

Frustrated with their lack of accountability, I decided to cancel the order and went with another provider. What a waste of time and a source of frustration.

PAID EXTRA FOR NEXT DAY DELIVERY, STILL NOT RECIEVED AFTER 4 DAYS, NOW PAYING DPD EXTRA TO DELIVER

Delivery no1:
The day the fridge was delivered it arrived later than the agreed slot as the delivery van had broken down. I had to call AO - nobody informed me proactively.
One (of the two) delivery driver(s) that rang my doorbell arrived in a huff and a puff sweating.
At this point I knew I would have issues with the delivery.
I proceeded to query how their day had been and he said (to paraphrase) "the van broke down, i'd have gone home but they agreed to pay me £200 extra so that i'd stay". At that point I thought to myself you'd have gone home leaving paying customers disappointed. No respect or concern for their circumstances. The individual then proceeded to unpack the fridge outside on the concrete pavement. I thought to myself surely you do this inside the property as to not damage the property and product the customer had ordered.
The porch door and flat front door are tight and the 2x delivery drivers proceeded to bring the fridge into the house rubbing against the porch and my flat door. They didn't even have a pair of gloves each...they shared a pair which tells me how ill prepared they were/are. In addition, they struggled to get the fridge up 12 stairs and had to rest it at the top damaging my laminate flooring. They then proceeded to set the fridge up and remove the old one - again with little/no care as to where they dropped/positioned it and how they removed it from my property (causing more damage). How did the fridge arrive on my property with scratches and a dent on the side if they didn't cause any damage during the delivery process as it wasn't like this when they unpacked it? Why was the metal frame at the back of the fridge bent? From banging it against the steps on the way up to the 1st floor!
Delivery no2:
I rang AO later that evening but the damages line (call centre) was closed. I rang back the next day to inform them of the issue I experienced and they agreed to send a replacement.
This is where it got really bad. I specifically requested they didn't send the same delivery drivers and true to form AO sent the SAME DELIVERY DRIVERS.
They queried why they were delivering the same product and i told them it was damaged and showed one of the drivers the damage he caused to my property. He then proceeded to use his overweight frame to intimidate us (father - 82 and I), take videos, abuse my elderly father ALL ON PRIVATE PROPERTY! He then walked off private property, got on the phone to AO and said "I'm not f**king delivering this fridge...i'm not doing it".
His colleague then had the fridge outside the property and threatened to "leave the fridge in the front garden and you can take it up yourself - all said with a smirk on his face". The taller gentleman then proceeded to walk back onto private property, barge past my elderly father (82) and take more photos/video and further intimidate us with his overweight frame. At this point I was on the phone to AO to express my dissatisfaction with their service and formally log a complaint whilst experiencing this live in the moment. How can you send the same delivery drivers again when I specifically requested you not to? Their abusive behaviour on private property and towards my 82yr old father was abhorrent and quite frankly sums up why they're in a minimum wage dead end job going nowhere.
Delivery no 3:
The plonkers at AO.com forgot to request a pickup and delivery. Just a delivery order. I specifically checked with the AO.com customer representative that it was both a collection and delivery and he informed me (to paraphrase) "I'm sitting on top of this for you as I don't want you to have any further issues". The delivery drivers FORCED the fridge onto me because if they didn't they wouldn't have been able to conclude the rest of their orders for the day.
So i was left with 2 fridges taking up space in my flat!
Delivery no4:
Now the 4th and final delivery (well removal) was on Sunday at 8.50am whereby they took the damaged fridge away.
The 4th set of drivers were incredibly polite and respectful! Kudos to them. Young lads going places in life with their attitude and care for a customer's property. In addition, training at AO seems to be awful. Customer service representatives saying they'll call back and they don't.
Others saying they've logged a complaint and 4 days later i call back and not received a complaint reference number as the individual (who just passed training) filled in the form incorrectly.
Clearly training standards/procedures need revisiting.
Please note having spoken to a number of people on various forums, there are many companies that insure kitchens that have a clause in their contract that the insurance is null and void if AO delivers a product and causes damage...this says something! I wish i had known beforehand!
I've heard that from 3 different people on various forums/my network.

I purchased a Warmlite Chester Fireplace. I love the fire and it was a bargain at £99 as now it’s £279. The two delivery men came within the time slot given and were very friendly and professional. I had paid for them to remove packaging so I could check the fire was ok and it was perfect. I would definitely use AO again.

Ordered a fridge and the next day was travelling remotely for work, so relied on being able to manage my order through the website.
BEWARE that you cannot manage ANYTHING abroad, as the website will block you if you attempt to do this from outside the UK.
I was therefore unable to register a drop in price on my fridge/freezer as their website wouldn't allow me access. I reported the price drop as soon as I returned to the UK (I also could not call their customer care number from Yemen, as I had no working sim there, let alone phone signal) and their team now tell me they refuse to refund the difference because I couldn't log it at the time, despite having a screen shot of the price drop within the 7 days, and despite being blocked from logging it by their discriminatory blocking of anyone logging in outside the UK

Delivery no1:
The day the fridge was delivered it arrived later than the agreed slot as the delivery van had broken down. I had to call AO - nobody informed me proactively.
One (of the two) delivery driver(s) that rang my doorbell arrived in a huff and a puff sweating.
At this point I knew I would have issues with the delivery.
I proceeded to query how their day had been and he said (to paraphrase) "the van broke down, i'd have gone home but they agreed to pay me £200 extra so that i'd stay".
At that point I thought to myself you'd have gone home leaving paying customers disappointed. No respect or concern for their circumstances.
The individual then proceeded to unpack the fridge outside on the concrete pavement. I thought to myself surely you do this inside the property as to not damage the property and product the customer had ordered. The porch door and flat front door are tight and the 2x delivery drivers proceeded to bring the fridge into the house rubbing against the porch and my flat door. They didn't even have a pair of gloves each...they shared a pair which tells me how ill prepared they were/are. In addition, they struggled to get the fridge up 12 stairs and had to rest it at the top damaging my laminate flooring.
They then proceeded to set the fridge up and remove the old one - again with little/no care as to where they dropped/positioned it and how they removed it from my property (causing more damage).
How did the fridge arrive on my property with scratches and a dent on the side if they didn't cause any damage during the delivery process as it wasn't like this when they unpacked it?
Why was the metal frame at the back of the fridge bent? From banging it against the steps on the way up to the 1st floor!
What amazes me is these jokers (delivery drivers) left a damaged fridge inside my home, after unpacking it outside and there was no damage! The staff don't care - see below!
Delivery no2:
I rang AO later that evening but the damages line (call centre) was closed. I rang back the next day to inform them of the issue I experienced and they agreed to send a replacement.
This is where it got really bad.
I specifically requested they didn't send the same delivery drivers and true to form AO sent the SAME DELIVERY DRIVERS.
They queried why they were delivering the same product and i told them it was damaged and showed one of the drivers the damage he caused to my property.
He then proceeded to use his overweight frame to intimidate us (father - 82 and I), take videos, abuse my elderly father ALL ON PRIVATE PROPERTY!
He then walked off private property, got on the phone to AO and said "I'm not f***ing delivering this fridge...i'm not doing it".
His colleague then had the fridge outside the property and threatened to "leave the fridge in the front garden and you can take it up yourself" - all said with a smirk on his face. What a professional company!!!
The taller gentleman then proceeded to walk back onto private property, barge past my elderly father (82) and take more photos/video and further intimidate us with his overweight frame.
At this point I was on the phone to AO to express my dissatisfaction with their service and formally log a complaint whilst experiencing this live in the moment.

How can you send the same delivery drivers again when I specifically requested you not to?
Their abusive behaviour on private property and towards my 82yr old father was abhorrent and quite frankly sums up why they're in a minimum wage dead end job going nowhere.
Delivery no 3:
The plonkers at AO.com forgot to request a pickup and delivery. Just a delivery order.
I specifically checked with the AO.com customer representative that it was both a collection and delivery and he informed me (to paraphrase) "I'm sitting on top of this for you as I don't want you to have any further issues"
The delivery drivers FORCED the fridge onto me because if they didn't they wouldn't have been able to conclude the rest of their orders for the day.
So i was left with 2 fridges taking up space in my flat!
Delivery no4:
Now the 4th and final delivery (well removal) was on Sunday at 8.50am whereby they took the damaged fridge away.
The 4th set of drivers were incredibly polite and respectful! Kudos to them. Young lads going places in life with their attitude and care for a customer's property.
In addition, training at AO seems to be awful.
Customer service representatives saying they'll call back and they don't.
Others saying they've logged a complaint and 4 days later i call back and not received a complaint reference number as the individual (who just passed training) filled in the form incorrectly.
Clearly training standards/procedures need revisiting.
A clown show of a failing company - check their reviews on glassdoor and site jabber. You'll understand why you receive the service you do

Firstly I’d like too set off by saying Ao and or Ao.com yous are both the same too me before you Wright the same smart as responce / answer as you do too all your customers bravo . How on earth you are still trading is a wonder off the worlds to me ! Anyway so ordered a Apple Watch series 8 in red online for my daughters birthday which is today ! Been in transit for 48 hrs then you decided for reasons I’m not too sure off too cancel my ordere and recall the goods in delivery at the last second . Spoke with too smart ass people
On the phone with no intentions what so ever off helping , and wouldn’t discuss my account as they said the details don’t match even though had tracking numbers / order numbers in front off me . So all in all minus £453.00 from my account have too go through eBay and hassle for money back and daughters birthday ruined . Yea cheers nice one . PLEASE PLEASE give these I wide birth you’ll just be wasting your time aswell as your money !! Wait for it This is AO not AO.com what ever bull crap coming think they just copy and paste the same answer that’s how customer service point off view there interested !! 😡 if I could give zero stars I would

Two appliances purchased in the past 18 months.

Incident 1) Oven stopped working after 16 months and AO.com insist a VAT reg. engineers report is required to confirm that the heating element inside the oven has broken. We knew it was broken when the oven blew the house circuit breaker and has not worked since. On visual inspection the heating element is hanging down inside. Biut that's not enough for AO.com.

Incident 2) Ao.com's "technicians" who delivered and installed our new washing machine managed to flood our kitchen, and over pressure our heating system. First they lied, then they doubled down on the lie and eventually I had to issue a small claims court summons. Which led to a refund of the emergency plumber call out and fix.

I am definitely avoiding them when I replace our kitchen later this year. Who's got time to argue about this stuff. AO.com - Avoid Online.

Will cold call forever trying to flog insurance. They use underhand dirty sales tactics designed to trap the weak, vulnerable and gullible. They don't ask if you want cover but instead give you a bunch of dates and ask you which you want. I pointed out they hadn't asked me if I wanted the cover, so why are trying to get my to commit to a date. I ended up just saying I didn't want the cover. They asked why and I said because I haven't been asked if want it yet, and I never commit without research, to a desperate sales rep. They still called me back...

Paid for disconnection, conection and recycle. Two 'men' delivered but refused to remove the washing machine as they thought it may cause damage. This was not the case. I a woman 5ft tall who managed to pull it out without damaging anything. Call from customer service who appeared to be on the side of the delivery 'men' and not the customer . Have used this company many times previously. I am contacting them again today as the machine is making an awful noise . Will not be using them again

Ordered an integrated washing machine - required fairly urgently because ours had broken. I paid for fitting of the machine and removal of the old one.

When it arrived the fitters advised us that it was broken and had parts missing and they wouldn't be able to fit it - how this happens to a brand new machine I don't know. So, they re-ordered one and we waited another week.

They came back and fitted the new machine into our brand new kitchen, but did not fit it correctly, so it stuck out from the other appliances and ruined the aesthetic of the kitchen. The fitter left in a big hurry before we could pull him up on it. Unfortunately, it was not simply a case of pushing the machine back in.

So, back on the phone to AO for another half an hour and waited another week for an engineer to come out and finally fit the appliance correctly.

Not a good experience.