I ordered a Miele washing machine and told AO that I live on the fourth floor with no lift. A week later the driver is on his way and phones me to say that it is unlikely they will deliver the machine because of the stairs. They turn up and say that the Miele washing machine is too heavy to carry up the stairs. In response I point out that they have been aware of the stairs and the weight of this particular product for a week. In the end they agree to leave the washing machine on the ground floor so that I can carry it up myself, additionally the company offers to reimburse me for paying someone to help me to do so. When reminding the delivery people that there's is still the old Hotpoint machine to collect from the fourth floor (which AO promised to collect) the delivery people refuse on the grounds of the machine being located on the fourth floor. I tell them that whilst I would agree that the four flights of going upstairs is a long haul for a heavy Miele, the Hotpoint is a standard weight washing machine going down the stairs and their argument of refusal had been based on the combination of going up the stairs and the machine being a Miele. The AO customer services tried to convince me that the drivers always have to turn up and assess their access. However, their driver told me about his refusal whilst en-route to the property - that's not a proper assessment. When AO tells me I can engage someone else to help me get their machine upstairs they are basically saying that it is possible to get the machine upstairs but they are either unable or not willing to do so themselves. I will purchase the same machine from a vendor who is more upfront and honest about what they can and cannot deliver.