I phoned AO specifically to check that their collection and disposal service would cover my American fridge freezer, which is on the first floor. I gave them the size, make and model numbers, and described where it was, and was assured that it would be fine. Because AO seemed the most helpful, I ordered from them. However, when the drivers got here they said they knew nothing about that arrangement and definitely wouldn't collect it because they have a policy of not carrying American fridge freezers more than 5-6 steps (and they checked this with AO, who confirmed). They had to take the new one away. I found a company to take the old one away (cost £100), and when I asked AO to come back and just disconnect the old one and take it one step into the garden, they said they couldn't offer a disconnection service. I've paid £30 for installation, which I was told on the phone would cover this – it actually covers disconnection of the old appliance AND connection of a new one. But because I only needed disconnection and not connection, they said they didn't offer this service, even for the same price. Absolutely moronic. They said they will 'see what they can do' but can't promise anything. So when they deliver tomorrow (four days, not one, after the order), I still don't know if they will simply move the old fridge freezer five feet out of the way. The only reason I didn't order from John Lewis was because JL said they wouldn't move the old fridge freezer. I will definitely order from them next time!
3 years ago has a 4.36 average rating from 3,543 reviews

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