“The instructions are a joke, no written instruction, some part numbers are not even listed in the directory at the back of the manual.
Took over a week to assemble as some screws were missing and I had to find replacements, then some pins in the connectors were bent.
Once assembled, on first use there was a sound like creaking floorboards - the unit is set on a flat tiled floor, the sound has got louder and louder with each use, and to add to the problem the right step has to be tightened after every use.
I gave one star because the delivery driver carried the heavy box into the kitchen and then helped me to move it to its designated area.”
“I bought a bike cargo trailer from Aosom, which was average in design and slightly below average in quality but acceptable for the price. Some months later my bike was stolen and the hitch that connects the trailer along with it, rendering the trailer useless. I approached Aosom to BUY another and they just fobbed me off, leaving me with a heap of metal to chuck out. Unbelievably bad customer service – I'll never buy from them again and suggest you don't either.”
“On assembly was found to not have the correct metalwork to assemble the arch shaped roof area resulting in a distorted polytunnel that looks awful and allows rain to form puddles on the roof,would like to be forwarded the correct roof arch metalwork.”
“I ordered a pool from Aosom UK, order #90500232952, worth £381.99.
When the item arrived, the packaging was visibly opened and the product was scratched and damaged.
I contacted Aosom immediately requesting a full refund, as is my right under the Consumer Rights Act 2015.
Instead, Aosom offered only £50 compensation and refused to issue a full refund, even though the item was clearly not “as described” and arrived defective.
This is unacceptable customer service and a clear breach of UK consumer protection law.
I am now forced to escalate the issue via Clearpay and Trading Standards.
I would strongly advise anyone to be extremely cautious when dealing with Aosom.
Customer service is poor, and they refuse to respect basic consumer rights.”
“Dreadful company to deal with. My pergola suffered from storm damage and the fabric canopy was damaged. I was intouch with them by email to request a replacement canopy. In short language I was told no, then after emailing a few times more. I was totally ignored. Will never deal with them again and urge anyone thinking of buying outsunny products from them not to. Dreadful.”
“I do not recommend the company at all. My bike broke down 2 days after the warranty period and although there are certain regulations in the UK, the company refused to help. I did not expect a refund but a repair. I was shown the middle finger. The price on the website is 100% lower than a year ago so they made over 100% on the transaction. I was told to deal with it myself. A Chinese company with Chinese quality and customer service. I DO NOT RECOMMEND
I am person with mobility problems and this bike was very important to me”
“I ordered this recliner so it will help me with my mobility. I live on my own, elderly, disabled. I had a delivery today with no time notification and it has been literally dumped on my doorstep. Unfortunately I have had no time notification of delivery. I have no help available so it will have to stay there or be collected?
Order: 84500101249 Roberta Parker”
“Absolute nightmare. Screw holes did not line up on several items. Thought maybe me so assembled items starting from back of instructions. Wasn't me! I had started and quite frankly do not have space to store and wait so I I continued with their fixings,cable ties, imagination and extreme frustration and anger. My fault as it was the cheapest site.”
“Not impressed at all spent £240 on a dog crate . Said I wanted to return they just said ok return . No help at all didn’t even know the wright of it to get a courier to collect . Will never shop with these again . They do not live up to the name of the company that’s for sure . Lady on the phone wasn’t interested one bit . All she said was that I had a certain date to return .”
“Very disappointed in this scooter. Worked for 10 mins then went dead and I’ve recharged it but still will not work. I have a very disappointed daughter as this was all she asked for”
“I found the item to be very poor quality, the "wood" cracked and chipped when screws were put in. I have bought items befre which I have been happy with but this was a huge disappointment.”
“Absolutely nightmare to follow the instructions. Took 3 people and 2 days to assemble. I know it's cheap but would not recommend buying very flimsy not sure it will last 1 Winter although the size was exactly as I needed for my space”
Dear Tricia,
We are sorry to hear about your experience with the assembly of your item.
We understand that complicated instructions can be frustrating and appreciate your feedback on this matter. Your concerns about durability are also important to us, and we will take them into consideration to improve our products.
Following your direct communications about the damaged parts, as agreed, a full refund was processed.
We sincerely apologise for the inconvenience caused.
Kind regards,
The After-Sales Team
“When I tried to return bed as it was " no longer required" which is one of the reasons in your own drop down reasons you refused and offered me a partial refund of £12 to keep the bed!!!Then said it was up to myself to return it at a cost of £35!Shocking after sales!”
Dear Martin
We sincerely apologise for the frustration you've experienced regarding the return process.
As stated on our website, we do not cover return costs for items that are no longer required. In certain cases, we may offer a partial refund as a gesture of goodwill to allow customers to keep the item.
If you have any further enquiries or concerns, please don’t hesitate to contact us.
Kind regards,
The After-Sales Team
