ao.com Reviews

"During a fridge freezer installation by AO, the installers carried the appliance up two flights of stairs and were visibly hot and sweaty during the process. After they left, we discovered my kitchen window was open and the bespoke blinds' cord was snapped, rendering them inoperable. We paid extra for professional installation, so we were shocked that our property was damaged and we were not informed. Accidents happen, but notifying me immediately would have been appropriate. The blinds were of significant value, and replacing them will be costly.\r\n\r\nI provided photo and video evidence, including images from just days before installation proving the blinds were intact, as well as footage showing the subsequent damage. AO rejected my claim twice on the basis that my evidence doesn't prove the blinds were damaged by their team, despite the fact I had provided them with the evidence they requested and additional exceptional evidence of the blinds photographed just days before installation. This was all the evidence I could reasonably be expected to provide. If I had stood over the team filming their every move with with a camera, this would have been hugely invasive and impractical, not to mention completely unreasonable. However, I may consider such measures in future after this experience.\r\n\r\nThis has caused significant inconvenience, and AO's responses during the investigation have caused additional stress. I have retained all evidence documenting the damage and AO's responses so far. This is about seeking justice for property damaged during AO's installation. We should not be liable to replace items damaged by their team.\r\n\r\nAO's handling of this issue has been frustrating and disappointing, and I am now considering legal action and escalation to consumer authorities if it is not resolved promptly. My partner and I have used AO before without issue, so this experience, including their handling of my complaint, is particularly disappointing.\r\n\r\nI am sharing this publicly in the hope AO will finally take my evidence seriously and offer a satisfactory resolution without further delay, showing the responsibility and courtesy that every customer deserves."

"\u00a3 600 Damage: AO's delivery driver reversed onto our driveway and struck our Victorian lamppost causing damage. Their driver left the package and fled. I reported it - AO staff immediately offered \u00a3 100 compensation which I declined. Now I am battling with AO - no acceptance or denial of liability, no details of driver, no acceptance or denial from driver - just evasion and a shameful refusal to accept responsibility. AO is not the cheapest supplier but it's certainly the nastiest."

"I purchased a Hisense fridge freezer online. I also chose to purchase the 5-star membership @\u00a339.99 per year because it offered free delivery and free removal of my old fridge freezer, and it was \u00a310 cheaper with membership. Most places charge a hefty fee for delivery and charge again to dispose of your old items and packaging. There are also offers during the next 12 months for 5-star members, all with free delivery etc. You can cancel your membership at any time if you don't want to pay for next year's membership. (It can be a real headache when living alone to dispose of heavy, bulky items.) The council would have taken it eventually, but they still expect you to put it outside your property, so I chose to have it all dealt with at once by AO. \r\nThe delivery went very well, the men were pleasant, well mannered, careful, punctual, etc, so I couldn't fault them. They just got on with the job, and they were very careful not to damage anything. \r\nThe service I got was amazing. I received a text message with my time slot, and then a phone call to check everything was going ok, so I didn't have to leave my previously frozen food out to defrost prematurely. I also got a phone call to say the van was only 10 minutes away. From start to finish, everything went well. \r\nI will recommend AO for any electrical goods. Give them a try if anything needs replacing. \ud83e\udd17"

"Nightmare! Had no cooker for 8 days over Easter! X4 Kids at home as half-term! We had to buy takeaways for our dinners as we were eating soup, cereal & sandwiches for breakfast and lunches. AO decided to disconnect & remove my old cooker, refused to reinstall it, which left us with no cooker to use for 8 days! BEWARE the ACTUAL size of the Smeg Dual Fuel Range Cookers depth is 65mm due to the oven door HANDLES but it's not STATED ANYWHERE under the specs. AO confirmed with me on an initial phone call that the dimensions were 60mm x 89.7mm and correct size for my kitchen space. AO Please go find & listen to that recording! No agent bothered to say that those dimensions given on the websites product pages aren't always accurate because the manufacturers sizing does not always include or account for things such as handled protruding! RIDICULOUS! This LACK OF CRUCIAL INFORMATION caused THE FIRST failed attempted delivery. As far as we knew, the old and new cookers were like for like size wise. My old cooker was TAKEN OUT just fine. The delivery team was asked to put back in the old cooker when they couldn't get the new cooker through the kitchen door. THEY REFUSED! This left a household including a disabled child & vulnerable people without any means of cooking meals!CRUEL! When I called up to complain AO were non chalant, blas\u00e9 & their excuse was that the manufacturer provides spec dimensions, they said \"we don't go round with a measuring tape checking the dimensions of all our appliances\". How rude! Because of this lack of VITAL INFORMATION on SIZE we went without a cooker for much longer than was necessary. Had the new cooker made it through the kitchen doorway, they would have discovered the hot zone issue EARLIER, on the 25th not 31st March! We would have had the chance to resolve the problems BEFORE it RUINED our Easter bank Holiday weekend! Another lesson learned is that if you pay for premium installation, AO delivery team\/gas safe engineers are extremely strict about cooker hood distance, mine was just 5mm off. YEAH for safety! If you have ANYTHING less than perfect gas pipework they'll ABORT & ABANDON you without completing your cooker installation! We were left high and dry, had to source & pay our own private gas engineer to install the cooker! Keiran at AO customer service was supportive when I explained the turmoil, he asked me to email them our receipts as proof of out of pocket expenditure. He said we would likely be reimbursed under these circumstances. We have spent \u00a3400>on takeaway food, evidenced by receipts, that's x3 meals per day for x6 people over 8 days. Money that we WOULDN'T HAVE HAD to spend if we had any means of making a hot meal! AO didn't care about how this affects us financially during a cost of living crisis. They refused to reimburse us but offered \u00a330 goodwill gesture! We accepted the gesture but still expected at least \u00a3300 reimbursed for the inconvenience caused by THEIR FAILURES (delivery guys taking away our cooker and false dimensions on the product spec). The whole experience has been awful, extremely distressing not to mention disappointing. AO need to do way better by their customers. The very least AO can do now is to help us recover from our terrible experience by offering a reimbursement of our forced expenses. Can't comment on the Smeg cooker as it's STILL not been installed yet. If AO choose to leave us customers like this, without any further offer of compensation, we will never recommend AO to anyone & will share our awful experiences and opinions everywhere we can to warn others."

"Bought an American fridgefreezer in aug 2020. Just had an engineer as its not working only to be told the whole motor has gone to the tune of approx \u00a3360 to fix. He couldn't believe it was so young and said it should have been good for 10 years"

"I perched a fridge freezer 10 months ago , the front of the freezer drawer came apart, customer services didn't want to know and told me to phone the manufacturer, .... Very poor customer services & the 12 months parts and labour guarantee is worth less"

"Last order ran out of room to take old appliance.Todsy can't be bothered to turn up, no communication at all.Thats it with this company for me now.What a logistics shambles.Cant actually believe I had to give it a star ar all."