ao.com Reviews

Name: ao.com
Address: AO World PLC 5a The Parklands Lostock, Bolton
Rating: 4.25

4.3 Rating 4,177 Reviews

81 %

of reviewers recommend ao.com

Company Reviews

Questions

Metrics

4.3

Based on 4,177 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0344 324 9222

Email:

customerservices@ao.com

Location:

AO World PLC 5a The Parklands Lostock
Bolton
BL6 4SD

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I can not fault the delivery time nor the call to me when 20 minutes away... however, it took two men and a trolley to bring the fridge freezer in to my kitchen... they then just left it in the middle of the room, fully packaged and on a large base. I am a 5ft 2, 54 year old lady living alone.. seriously, how was I expected to get it off the foam base? There was nothing to indicate I would have to do this myself. An extra fee for this, should be added as an option, which I am sure people in my situation would be happy to pay, rather than having to approach neighbours for help.”

Helpful Report

Posted 8 years ago

Good Morning Thanks for taking the time to get in touch with us. I'm really glad you're pleased with the delivery service we offer. We like to keep our customers in the loop as best we can. I'm sure your new appliance looks wonderful in its new home :) When placing an order on our website, we offer a wide range of optional extras that can be added in order to tailor your experience to your needs. These services include unpacking and inspecting the appliance, disconnection, connection and recycling. These services are chargeable but are completely optional. As the unpack service wasn't added to your order, the Driver Team were unaware that you needed them to carry out the service for you. Should a customer not add the unpack service, the Driver Team are still able to assist in unpacking the appliance when asked. I really hope this experience won't hinder your decision from choosing us again in the future. Many thanks Rob - ao

Posted 8 years ago

“Not impressed with installation service when delivery men arrived minus any tools which they had lost on route. Eventually found a screwdriver to do job. Paid almost £60 for disconnection connection and disposal of a washing machine, expect a better service than this for the money. Also they didn't arrive in an ao van but a smaller white van.”

Helpful Report

Posted 8 years ago

Thanks for your review. I'm sorry that you weren't happy with the installation of your washing machine. I've had a look at the notes on the order and I can't see that you've spoken to us regarding this matter. I'm sorry if you felt the driver did not have the correct tools, although I can see from your order that the driver did install the appliance and ensured it was working correctly. With regards to the van, there may have been a mechanical issue and we had to use a reserve van. I'm sorry for any inconvenience caused. Michael

Posted 8 years ago

“Purchased a Sony tv after one day did not work all good ao sent another the next day but 4 months later same problem again but this time they want me to contact Sony but nothing from them just contact ao again I've had one call back from them and seem to stopped replying to my email very poor service definitely won't buy from them again”

Helpful Report

Posted 8 years ago

Good Morning Thanks for providing us with your feedback. I'm very sorry to read of the issue you've experienced with your TV. I can understand how frustrating this must be for you. All appliances are supplied with a manufacturer's repair warranty. This particular manufacturer have Service Centre's around the country where you can drop off a TV for repair. Unfortunately they don't offer a home visit repair service for TV's. My apologies for any inconvenience this may cause. I can see from the notes on your order that you've discussed this with my colleague Emma. I believe she has arranged for a goodwill gesture to be offered to you for the experience you've had with us. This shall appear in your account within 3-5 working days. If you require any further assistance, please don't hesitate to get back in touch with us. Many thanks Rob – ao

Posted 8 years ago

“Bought an AEG washing machine in September. Delivery was fine and the washing machine is brilliant however I have now discovered that the hose which came with the machine was not used and they just connected the machine to the old hose. We have now found out that this has been leaking badly for some time, so much so that the water has seeped through the kitchen wall and flooded under the laminated floor in our bathroom. Called the number for the service plan (call them out for anything said the man) and they don't cover the pipe as it is not part of the machine. Personally I think it's a vital part as the machine won't work without water. Will be complaining to AO on Monday”

Helpful Report

Posted 8 years ago

Thanks for getting in touch with us Karen. I'm very sorry to read of the experience you've had with your appliance since it was installed by us. I can appreciate how disappointing this must be for you. Having found your order, it would appear that we're yet to receive any correspondence from you regarding this issue. We would expect to be notified of any issues with an appliance or installation within a reasonable time period. It has now been 5 months since the appliance was installed so it would be difficult to ascertain the exact cause of the issue you've experienced. If you’re able to arrange for an engineer to attend and confirm the route cause of the issue, we can look into what we can offer as a goodwill gesture. Once you have the engineers report, please give our Contact Centre a call on 0344 324 9222 so they can assist you further. Rest assured, we’re here to help and are happy to discuss this further with you. Many thanks Rob - ao

Posted 8 years ago

“Driver refused to take the door of my integrated fridge with him, even though I had paid extra to have my old fridge removed. Everything was ready on the drive but he took everything but! When I questioned this I was told they could only take white goods - clearly untrue as they took the packaging, polystyrene and plastic with them not problem!”

Helpful Report

Posted 8 years ago

Good afternoon Thanks for your comments. I'm sorry that the driver refused to take the door of your fridge and I'm not exactly sure why not. I can see from the notes on your order that you had paid for recycling, so the driver should have taken it. We have fed this back to the courier and we've refunded the cost you paid for this service. You should have already received this. I do hope your happy with your new fridge. Thanks Michael - ao

Posted 8 years ago

“We were promised Saturday delivery with a 4 hour time slot. The delivery failed but we were not notified until 2minutes before the end of the delivery time. Reason being that the ban broke down 20 mins from my house...suspicious considering the wales game kicked off at the same time! We were then told that it would be delivered Sunday and I would receive a call at 9am with the time. Again no call till 10:30am and told it would be at some point this afternoon. I have now had to cancel my work for the day resulting In a loss of £100 due to their lack of communication. Will not be recommending AO to anyone in the future.”

Helpful Report

Posted 8 years ago

Good Afternoon I’m sorry to read of the experience you had with your delivery, I can appreciate how disappointing this must have been for you. A vehicle breaking down is the last thing we would ever want to happen as this causes a delay in our customers receiving their appliance. The Driver Team should have kept you updated with what was happening and what the next steps are. My apologies for the delay in the second attempt of delivering your appliance, this truly isn’t the experience we want our customers to have and we’re gutted to have let you down. I would be more than happy to look into this further for you, however I’ve been unable to find your order as you haven’t provided any details in your review. If you could send us an email to customertestimonials@ao.com with your order details, I can look into this further for you. Kind regards Rob - ao

Posted 8 years ago

“Earlier today I placed my first order with AO and the goods are being delivered next week. I have just received a phone call from AO to “check” everything is OK with my order. This was actually a sales pitch to convince me to buy an extended warranty and a care pack for two of the appliances I had ordered. It was clear that the person was giving a sales pitch and would not take no for an answer even when I said I had no intention of buying these extras. I had to tell him several times that I was not interested and then he asked me to explain why I was not interested. I was less than impressed and I doubt I will buy goods from AO again.”

Helpful Report

Posted 8 years ago

Good Morning We really appreciate you choosing us for your new appliances needs, it really does mean the world to us. However, I'm sorry to read that you're unhappy with the call you received regarding the Protection Plan that we offer. This isn't the impression we want our customers to be left with at all. The Plan offers additional peace of mind when buying an appliance and protects you for more than a standard manufacturer warranty. We understand that the Plan isn't for everyone and the decision to take it up is completely optional. I'll ensure your comments regarding the Plan and the manner in which it came across are passed on to our Quality Team as we're always looking to improve the service we offer. We really hope this experience won’t hinder your decision to choose us again in the future. Many thanks Rob – ao

Posted 8 years ago

“3 OUT OF 6 APPLIANCES ARRIVED DAMAGED! One damaged item I could see, possibly, but 3 out of 6? That's 50%, and 50% is not a passing grade! The whole ordeal left me wondering if they were selling me second-hand goods! We just moved into our new home, and I outfitted the entire kitchen through AO. Three out of six appliances arrived damaged. For one of the damaged items I accepted a discount. For the other two items, I returned them and since it was going to take a too long for AO to replace them, I went to one of their competitors to have them replaced. One of the items was out of stock with no projected restock date in sight. We live in Northern Ireland and the turn around from ordering your item through AO to actually receiving it is not good. To get AO to arrange for pick up of the items took two weeks. I had to phone multiple times while these two damaged appliances sat in our kitchen taking up space that we cannot spare. Some of the customer service agents were not very helpful. One customer service agent referred to Norther Ireland as an "International shipment"...well that didn't go down too well with me and I reminded the agent that we live in the UK, the same country as himself. Never again.”

Helpful Report

Posted 8 years ago

Thanks for your comments. I'm sory to read about your experience with us and I can understand your frustration. We appreciate that on occasion a customer may receive a damaged appliance, although it's most unusual for a customer to receive 3 damaged items. All of our appliances come in the packaging supplied by the manufacturer and to ensure our customers always receive appliances which are in perfect condition, we check the outer packaging to make sure there is no visible package damage before they are accepted into our warehouse. Only appliances which are free of damage are sent to our customers, however on occasion, appliances can be less than perfect once they are unpacked. Once a customer advises us of any damage, we can offer either a discount or a replacement. We do use a third party courier in Northern Ireland, so deliveries and collections do take slightly longer. I'm sorry for the confusion and inconvenience this caused. Michael - ao.com

Posted 8 years ago

“Although a good service when it came to the delivery, I had to question if the goods that they were selling were seconds. The Kettle I got only lasted 6 months, the toaster is on its way out after only 8 months & now my Fridge has started to make a lot of noise! Feeling very nervous about my Washing Machine & Dishwasher! From now on I will be spending that bit extra & get my electrical goods from a well established high street shop!”

Helpful Report

Posted 8 years ago

“i ordered an oven got an text l to say it would be here between 1 and 5 then later on i got another text it will be between 3 and seven i took my old oven out ready for the new one which came at just before 7 oclock fitted it and turned it on and only the fan and light work on it no grill and no heat for the oven i phoned them straight away and explained i had no oven now i need a replacement tomorrow i was told we cant do that sorry you have missed the deadline for tomorrows delivery you will have to wait till the day after and it will be sometime between 7 and 1 oclock delivery i said we now cant cook anything we will have to get a take away meal guy said we will put something in your paypal to cover some of the meal this of course did not happen i got nothing they have done a refund on the cost of the oven but its cost me a meal phone calls a wasted day waiting for them i wont be buying anything from them again due to all of this its been a right mess up”

Helpful Report

Posted 9 years ago

ao.com is rated 4.3 based on 4,177 reviews