“The trolley uncoupled on the first trip…. And the second several times. On a busy road the last time. It was really dangerous and of course totally useless.
I haven’t heard back from customer service yet and I can’t see a number to ring”
“Ordered an item on Wednesday, had issues with the tracking so I emailed customer service on Thursday only to be told it was delivered on the Wednesday, the same day I ordered it. Was asked to wait another 24 hours but I refused. Avoid, avoid, avoid”
“Pop-up Outsunny gazebo not fit for purpose as collapses due to poor design of the fibreglass rod frame. Customer Services refusing to pay return postage, insisting on 'photographic evidence' of the fault. Fine if a rip, faulty zip or broken strut, but not relevant here. Offering me 15% refund if I'd keep the gazebo! No point as can't use it. It's a faulty item which Aosom should pay to have returned as per their Returns Policy. They're ignoring points i'm making in emails, including my request for the email address for their Head of Customer Services, Perry Furlong (whose contact details seem unavailable online).
Awful purchasing experience, useless product, misleading product photos & description, ineffectual Customer Services, unreliable returns policy. Will never buy from AOSOM again and would never recommend.”
“I got the stepper on 9th Feb 2024 and today is 16th March, the least is the stepper to last 6 month but just 1month and few days ts broken and completely gone. I noticed the resistance was not giving me the vibes and just as I was exercising the stepper just went flat. I am not happy about this product as i exepected more. Would I recommend not at all and I would like a replacement for it”
“Received a previously returned product, red quality control label stated this on outer box. Couldn't use keyboard tray as runners were previously put together incorrectly and I can guess this was why it was returned. Heads on some screws broke off when fitting. Melamine where the monitor stand attached was broken, cracked and loose.
Why sell on second-hand/returned products? The quality control label may have confirmed all contents were still enclosed but nobody checked if those contents worked or were of satisfactory quality to sell on!
I won't be purchasing again!”
Dear Graeme
We are really sorry to hear about your disappointment.
As the partial refund was not a suitable option, we have sent you an email offering alternative resolutions.
Please kindly reply at your earliest convenience and we will do our best to assist you
We offer our sincere apologies and we look forward to hearing from you
Kind regards,
The After-Sales Team
Dear Frances
We are really sorry for the incomplete hamster cage that was sent
As per our communications we have processed the full refund requested.
We sincerely apologise for the inconvenience caused
Kind regards
The After-Sales Team
Dear customer
Thank you for your feedback and for choosing our product.
We're sorry to hear that you required additional assistance with assembly, and we understand the frustration this may have caused.
We try to constantly improve the clarity of our instructions and we offered assistance during your call to our customer service.
If you would be willing to send us an email and share your experience with the assembly process, it will be appreciate it. This feedback helps us identify areas for improvement and ensure a smoother experience for future customers.
We apologise for the inconvenience caused
Kind regards
The After-Sales Team
Dear Customer,
We are truly sorry to hear about your negative experience with our greenhouse and the missing instructions. We are investigating with the relevant departments why the instruction manual wasn't sent initially and why you didn't receive the email containing it. We are committed to improving our processes to ensure this doesn't happen again.
We understand your frustration about the greenhouse collapse but no previous communications can be retrieved regarding this issue. If the collapse was due to a defect in the product, please send us pictures of the faulty parts. This will help us investigate the issue and provide you with the best possible solution.
We sincerely apologise for the inconvenience caused
Kind regards
The After-Sales Team
Dear Glennis
We are sorry to hear of your disappointment with the dog kennel purchased from our company
As we cannot retrieve previous communications about the issue with your product we will contact you to assist with a suitable resolution.
We sincerely apologise for the inconvenience caused.
Kind regards
The After-Sales Team
“I'm ok with DIY but this was very very hard to put together. Can't make out which way round the bit go in the handbook. The video was essential but even then it showed more of the sweaty hands of the installer than it did of the parts and how they went together. Bit worried how secure this will be since I wonder if the doors could easily be pushed through.”
“I purchased ashes and had difficulty setting it up and has been given option of keeping it and give me a £10 if I agreed to keep it or I have to pay for it to be returned. This is really bad and my first impression with Aosom , highly disappointed to say the least.”
Dear Abike
We are truly sorry to hear of your disappointment with the return policy of our company.
As indicated on our terms and conditions on our website, we accept the return of unwanted items, but, unfortunately, we don’t cover the return costs. Considering your disappointment the initial discount was offered as gesture of goodwill.
However as agreed we have assisted you with the return, so please contact us when the courier collects the item and we will process the refund.
We look forward to hearing from you.
Kindest regards,
The After-sales Team
Dear Wendy
We are sorry to hear about your disappointment.
Following up on your email, we sent a reply within 24 hours requesting some information to assist you further. Unfortunately, it seems our response might not have been received
Please contact us specifying which parts are damaged and sending some pictures that can help us to assess the matter.
We apologise for the inconvenience and we look forward to hearing from you
Kind regards
The After-sales Team
“Really disappointed, some how Aosom put a second order in and took the payment twice, making me overdrawn. I have emailed to get my money back but 2 weeks later I'm still waiting”
Dear Debbie
We are really sorry to hear about the issue with the payment on our website.
We have received two orders payments and two items have been successfully delivered as per our communications.
Your case has been escalated, please kindly reply to our email and we will do our best to assist with the return request.
We apologise for the inconvenience caused you and we look forward to hearing from you.
Kindest regards
The After-sales team
“Lack of communication and it has been over two weeks since I sent back the unused product in its original packaging without receiving my refund although I have paid for its return delivery.”
Dear Badr
We are really sorry to hear that the refund for the returned item has not been received yet.
Please kindly reply to our email and we will assist you with the refund of the order.
We sincerely apologise for the inconvenience this has caused you and we look forward to hearing from you.
Kindest regards
The After-sales team
Dear Pooja
We are really sorry to hear about your negative experience with our company.
As indicated on our terms and conditions in our website, we accept return of unsuitable items, but unfortunately we don’t cover return costs.
Please rest assured we will do our best to assist with the return and an email was sent providing all the relevant information. If you have any further questions, please do not hesitate to contact us.
Kindest regards
The After-sales team
“I bought a led treadmil the smart remote controll diddnt work. They said go buy another battery as might not work been in storage. New battery not working. Aaked for a replaceable temote they sent me a diffrent remote again that dud not work. Emailed them its wrong remote tthey trying to send me another its in stock. I told them no i want money back they dont have a propper address label .Not helpfull in sending it back sham company. Sending fake remote.”
