“Big mistake to buy from this company! Ordered a pergola, over £500, decided when it arrived it was too big for area so contacted about return...... OMG, they definitely don’t want you to send it back! Offered me 10% refund to keep it..... no thank you, told you can’t use it. So make your own arrangements to return it and pay postage. It weighs over 55KG and and costs hundred of £ in postage.... the company they recommended we use does not handle products this size or weight. Tried to contact them to resolve and even though they apparently do an on-line live chat, it does not connect to anyone. Emailed them asking who they used to deliver and why they can’t arrange collection and they just said try DPD or someone else.... hundreds of pounds for return. Joke! Not letting this go, I’ve not even opened the box to see what’s inside. Terrible customer service, they really don’t want to know after they have your money. DO NOT BUY FROM THIS COMPANY! Wish I’d read the other trustpilot reviews first!”
“Ordered a parasol and base. The base is not compatible! We have not been able to get through to anyone. We have been asked to provide pictures which proves the replies to emails/forms submitted regarding returns are all automated as they assure you, they will contact you back within 24hours. We have paid £60 for a base and cam not get another one until we have received our refund. Poor customer service.”
“Customers receiving dangerous and faulty goods. I am waiting a refund. Do not phone this company you will be charged for being on hold and you don't get through anyway. Customer service is non existant once you have purchased.”
“Avoid this company!!! There customer service is absolutely awful. I ordered 2 items. Received one okay (even though it's awful quality) but I havent received the other.
They do not reply to messages, emails and do not pick up the phone.
I've had to put a PayPal claim in but they have added the tracking for item that has been delivered.
Not impressed!
😡”
“Ordered an Outsunny Pergola which arrived quite quickly. The box was damaged but, as far as I could tell, the internal contents were ok. However, after opening the box and inspecting the items it became apparent that one part was badly dented. As a consequence I filled out their damage report form online and sent photos - no response. Did it again two days later - no response. Tried to phone - no response. Tried their chat line - no response. After four days I get a response from their chat line (not sure how that works) saying I haven't sent photos!!!! Respond saying I have twice - no response. Fill out their on line damage report form again and attach photos again - awaiting response? Received request from Aosom asking me to review their service - unbelievable! Give them 1 star (grudgingly - should be 0) on their website and Trustpilot. Complained on their FaceBook page - no response. THIS COMPANY JUST DO NOT CARE ABOUT CUSTOMER SERVICE. ORDER FROM THEM AT YOUR PERIL.”
“Bad bad bad!!!! Damaged goods received. Have tried all week to contact them. Sent emails, completed their on line forms - twice, sent photos. Their "chat" is off line. Tried calling and being on hold for hours with just automated recording, tried leaving a message but their mail box was full and I was cut off the call. Spent £250 on a polytunnel - now want a full refund. Poor quality, non existent customer service. Going to Trading Standards. Think its a scam. DO NOT BUY FROM THIS COMPANY”
“Have spent all day trying to speak to someone at Aosom and nothing. My goods have not been delivered by Yodel ( who say they've sacked the driver) and Aosom need to resolve. So I have paid hundreds of pounds for furniture that I have not received and they shoukd resolve this with Yodel and send replacement goods. But nothing”
“I had bought a fitness stepper from your website and the item in question was dangerous and faulty. While using said equipment the bottom metal plate snapped which could have led to having an injury. The customer service team you employ are awful and uncaring. I am still waiting for this item to be picked up by your delivery team and i am furious that a customer like myself has been treated so awfully. Lie after lie is all i hear from your customer service team disgraceful and will never be buying anything else from your website.”
“8 march ordered one sun lounger to make sure i liked it. I did. Tried to reorder 12 march, price had gone up by £30. Customer service....waited 18 minutes fir phone to be answered. No flexibility on price of reordering the same item and charge me to return the one I have. So now stuck with one lounger. Disgusting way to do business. Will never use again.”
“Dishonest and unhelpful. I bought a chair from them that on a picture looks like a luxury purchase. I took it over a month to arrive, but I get it - no one was ready for brexit, not even the government of the UK. So I waited, then when it arrived and I put it together... I was shocked how uncomfortable it was. The massager was digging into my body, the seat was too long, back support too short and unergonomic, armrests so far apart you can't really work and rest your arms. I tried to adjust the height of the back support to make it slightly more comfortable, but then the whole chair was super wobbly and the moment I put some pressure on armrests - it went right back down.
But ok, bad product is not the end of the world, I usually manage to figure it out with the customer service. In this case I waited 8 days for an answer, which I only received, because I posted a negative review. A review that was not posted at the end and what I found out was that they added about 7 more fake 4/5 reviews to up an already bad rating of this chair.
So I'd say stay away. Buying with big selling platforms is better than those guys, at least they always try to resolve the problem and they do not fiddle with their reviews - that one thing you can use to make up your mind when online shopping. I am seriously appalled by their conduct...”
“Bought a greenhouse, only the base was delivered, after constantly trying to contact them I wrote a negative review on them. They responded almost instantly, and within 5 days I had my greenhouse.....no, not quite some essential fittings were missing, so they offered 20% refund and no more contact, I said no I want a full refund and they can collect the greenhouse....I havn't heard from them since. I have requested a chargeback on my creditcard.”
“DO NOT PLACE ORDERS THE COMPANY IS BANKRUPT! THEY DO NOT ANSWER CALLS AND ACCEPT NO RETURNS! DO NOT WASTE YOUR MONEY AND TIME! FILE A DISPUTE WITH YOUR BANK OR PAYPAL WHILE YOU STILL CAN TO GET YOUR MONEY BACK! I AM MYSELF IN THE MIDDLE OF THE DISPUTE ON PAYPAL AND THE MERCHANT DOES NOT RESPOND, SO I GUESS I WILL HAVE TO ESCALATE IT TO PAYPAL TO DEAL WITH THIS CORRUPT COMPANY!”
“Do not buy! avoid!
No customer service, does not answer calls or reply to emails.
Impossible to return items as they just ignore all calls and emails.
Never received a reply at all after 3 weeks.”
“We don't advise anyone to buy products from aosom. A lots of unreal reviews on their website, we purchased a battery operated Ride on backhoe for him for Christmas. The brand new item the battery would not charge.
To make a long story short, they would not give me a new battery or refund the moneny. This company is impossible to deal with with no help in resolving your problems. Customer service are very rude, and in my opinion incompetent. Anyone thinking about buying any of their products, DO NOT BUY FROM AOSOM! TRY AMAZON OR ORTHERS!!!”
“AOSOM POOR QUALITY AND POOR CUSTOMER SERVICE
Consumers BEWARE when dealing with this company. I placed an order for 6 chairs. The first problem was that one chair was damaged from behind. Spoke with Kyle. Kyle provided great customer service and the chair replacement was here less than a week. Problem is, the chair delivered was slightly different as the back was Velcro on the back bottom vs. the ones I had were stitched all the way down along the sides. The chair sent was also dirty on the bottom. So I called and spoke with Vera. She asked me to send her pictures so that she could see the differences in the chairs. She NEVER contacted me back. I had to email request to her requesting the status of the order. Evelyn replies back that I ORDERED THE WRONG CHAIR and therefore, a replacement will not be sent. It was evident that she did not look at the photos to see that the chairs did not match my orders. So I called today. The connection was terrible and wait-time was long. I finally spoke with Kim. The connection was so bad, I asked her to call me back. She said she will call me right back. She did not. Now I am REALLY angry about the customer service. Called back and finally spoke with Richard. I’m irritated, while trying to explain what has happened. He tells me that he is “almost certain” that I will still get the “wrong” chair, because this is a new “batch” manufactured, so the best he could do is credit me the cost of the one chair. So I tried to explain to him that I am trying to get a set of six matching chairs for my dining room table and I have to accept one that does not match the others!?!” I told him, that if I had been informed that the chair being sent would not match, then I would have kept the boxes of the others, but I have already assembled the five chairs, because I was under the impression that the matching 6th chair was on its way. I asked Richard, well can you send me 5 more of the other chairs from the new batch so at least my chairs will match, and I can return to you the first five I received, so that at least my chairs will match. He said no, and continued to hum a song in my ear as he credits me for sending me the wrong chair! These chairs are of poor quality, and the customer service is terrible to say the least. I will NEVER do business with this company again.
AOSOM POOR QUALITY AND POOR CUSTOMER SERVICE”
“Warning: Most of the positive reviews here are not the real buyers!
Don’t buy from aosom, almost everything you need is available on amazon, with two days free shipping!
My friend ordered a puppy playpen. It doesn't work so she wanted to return it. Was told she would have to arrange courier and pay herself which was going to cost as much as the item. Poor quality products and bad customer service. Extremely annoyed. We would never buy from aosom again.”
“My item arrived damaged and what did arrive is extremely poor quality especially considering how much the product cost, I contacted customer service who 'were unable to see photos attached'! I certainly wouldn't recommend this company or use again.”
