“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.”
“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!
😡”
“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.”
“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!”
“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.”
“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.”
“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”
“Purchased 2 of these for a decking area. Now put up ready for spring hoping for one of our climbers to make its way and to add some colur for the summer. So pleased with the pirchase, even happier to get on an offer. Since errecting we have had quite a few comments on how good they look and where we got them from. Sturdy material, might just buy a few more.”
“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”
“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.”
“I purchased a desk and a chair for my new Office and both came damaged and with assembling issues, including wrong/missing parts. The customer service is fast to reply, but communication is poor, and they keep trying to push their "solutions" instead of solving the problem. I spent 2 days of my holidays waiting for a promised courier to collect the products, and the courier never came. No respect for the customer. In the end, I got the refund for the desk after almost one month and had to throw out the products by myself. Never again.”
“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”
