“I would not buy anything else from aosom they are not helpful if you need to return a product I asked them for help last Tuesday I emailed and rang them cause I couldn't find a courier to pick up the item I wanted to return I'm still waiting for their reply it has to be back to them by this Wednesday so I don't think I'll get an answer till then which is to late for me and good for them so they don't have to refund me there is no way I would recommend this company to anyone”
“Require a replacement glass tube for my Outsunny patio heater. Aosom have no replacement part in stock for over 4 months. Unwilling to assist in the replacement of this part therefore the patio heater can not be used. Size required Length 92.5cm. Diameter 10cm.”
“Absolutely appalling quality. The coop fell apart and the gaps are so big that they let predators in and they killed my beloved pets. If you care about your animals, please invest in a proper house for them and do not make the same mistake as me 😓
Spoke to customer services but they are even worse than the coops, not willing to help in any way shape or form and all they do is blame others”
“Horrendous service, not enough warning on returns policy. Item received was not the right size (not Aosom error), when I requested a refund, they haggled with me to try and sell it to me for 15% less instead of returning. When I explained I had no use for the item and therefore needed a refund they said that it is for me to package, pay for and return. Given the weight of item, it would have been almost half the cost of the item. Their emails are unprofessional, lack general knowledge, no decent communication, no willingness to be helpful. Overall would never use again and strongly urge other people not to use.”
“Worst communication and customer service ever. No reply to many emails and denial of their failings. Returns policy is punitive despite their lack of assistance. Phone line a complete waste of time.”
“Poor quality products, poor communication, no returns or refunds or replacements. I purchased Awning and it has broken from the middle due to a bad design and the water accumulating in the middle. They offered me half of the part which I rejected. I am not sure what I am supposed to do with the half part. I will strongly advice to stay away from this company. Pay some more price but buy from a responsible company.”
“I bought a 240$ ottoman from them and after one month it started falling appart, screws fell, and fabric ripped. I contacted them after 4 months from purchase since I was very busy and I know it is a 1 year warranty, but they refused to help or change it which I find very greedy and consider them thieves. I am disappointed, I will never buy from them.”
“Having purchased an adjustable Outsunny Awning in February 2021 we hoped it would give us long service, as it was only going to be used approximately six months of the year to give shade outside our flat. It seemed ideal as it was adjustable, enabling us to place it just outside our patio doors placing it under the balcony of the flat above. It did indeed fit well and at the end of the Summer we moved the awning to shield it from the worst of any weather over the winter, but when we tried to replace it in it's original position in March this year we found the adjustable feet had rusted and we are unable to adjust the awning to fit properly. We have contacted the company twice now, once by phone and once by e-mail, asking if we could purchase two new adjustable feet but have been told they do not provide spare parts and, as it is out of warranty (by one month when we first made contact) nothing can be done. An expensive purchase for six months use! Not the sort of company to deal with if you are looking for good customer service.”
“I ordered my parcel in the 11th of November it was supposed to come in 3 days so that means 14th November. Its now 30th and I still haven't received anything. I called so many times and they assured me that the delivery will be coming on the day I called, I took days off to wait for it and nothing came. Called again and the same situation happened. I'm very disappointed in their costumer service as it seems they don't communicate to each other and maybe they didn't call the depot and didn't even aks about my parcel, I even asked give me the contact so I can speak to them directly but she declined and said its not possible. I could give no stars if I could.”
“purchased a three piece patio set described as rattan when it arrived it was cheap plastic bracket missing all fittings leave gaps tried to phone no answer do not answer e-mails I'm writing to oft this is clearly described as rattan on their site and is plastic this is illegal and I won't let it drop this company needs investigating pitty no zero stars”
“Terrible company and Outsunny garden swing appallingly bad quality. Do not use this company, do not buy Outsunny garden swings.
I paid a lot of money for an Outsunny triple garden swing seat. After a few months of use both the canopy brackets snapped and all Aosom could do was say buy replacements on line when there are none of the correct design on line and I kept asking where I could get them from. So I could not use the canopy.
This week the entire bottom of the seat canvas ripped whilst my son and one year old grandson were sat on it, throwing both of them to the floor. This could have been a serious fall for my grandson. All Aosom are saying is because I bought it last June they will not do anything about it - but it was stored in the garage for the whole of the winter.
Terrible responses from this company, simply washing their hands of a very inferior Outsunny swing.”
“Ordered two parasols. Colour was not representative of that advertised online and both were too big. Offered 10% to keep them but asked to return. Although one of their shops is only 1 hour away from me, you are not allowed to return in person. Advised to use courier which would cost half of what I originally paid to return. Appalling customer service, only wish I had read reviews before purchasing. In an age where buying online is on the increase, they need to sort out their returns policy and customer service otherwise they will cease to be trading in the near future.”
“Im 72 so not the greatest with online I had to replace my metal shed with a metal shed, the advertisement was metal garden shed, reading the specification it reads along the lines of strong metal frame with weather resistant plastic, right a the very end it reads material (metal pp)
What turned up, should of been advertised as a large plastic storage box, as the percentage of metal was no more that 2 percent and there wasn’t any strength in anything
When I contacted them to take it back as it wasn’t any use to me, at first the refused but offered me a discount, again I explained I couldn’t use it, I was informed, I would have to pay the cost of returning it and be charged 10 percent for opening the box!!, DO NOT Buy a shed from them the product isn’t as advertised, is bad quality and customer service is a joke, Total CON”
“Over priced goods, poor quality. Zero customer service as they protect them selves with a six month warranty.
Not interesting in helping replace an investment garden piece.
Nightmare company”
“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.”
