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ao.com Reviews

4.3 Rating 4,178 Reviews
81 %
of reviewers recommend ao.com
4.3
Based on 4,178 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
Read ao.com Reviews
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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ao.com 1 star review on 21st February 2025
R Taylor
ao.com 5 star review on 8th April 2024
Susan Heaton
ao.com 1 star review on 3rd April 2024
Nicola Henry
ao.com 1 star review on 24th February 2024
Karen Anderson
ao.com 1 star review on 27th November 2023
Phil
ao.com 1 star review on 29th October 2023
Darren
ao.com 1 star review on 28th December 2022
Lisa
127
Anonymous
Anonymous  // 01/01/2019
If I could this shower of muppets zero stars, I would. There was a time, back in the day, whereby if you wanted to see a bunch of clowns performing then you paid good money and went to the nearest travelling circus. Today, you just order something from ao, open a bag of popcorn, sit back and watch their "logistics" operation fail miserably. We paid £55 for a five hour delivery slot, in our case 12p.m - 5p.m. That way, our morning wouldn't be disrupted and the evening would be free to visit my seriously ill mum in hospital. By the way, £55 isn't a typo - yes, ao *really* do charge £55 for a "reserved" time slot that they have no intention of honouring; they don't prioritise your delivery, for example, their route planning software simply generates a fuel-efficient delivery route for the driver to follow. If that happens to mean you're drop 40 out of 40 for the day then you're looking at a 10p.m delivery, regardless of the "reserved" time slot you've paid for. I wonder what percentage of "reserved" time slots are actually achieved and, more importantly, whether ao refund the charge when they fail? I'll bet a pound to a penny that they try to hide behind terms and conditions and only refund when faced with a small claims action. Hmmm, I feel a data access request coming on. Anyway, our delivery journey started off badly, tailed off in the middle and the less said about the end the better. We logged onto their tracking website to see where our delivery was and at 12.10p.m it said there were 29 drops ahead of us. As the afternoon went on, the delivery time slipped further and further back. Now bear in mind we'd paid £55 for a 12p.m - 5p.m slot, by 4.50p.m they were already advising us that there were 13 drops still ahead of us and that delivery would be between 7.00.pm and 10.00p.m! So that's the visit to my seriously ill mum in hospital down the Swanee. At 7.40p.m we took a call from someone at their logistics department who said that the crew had bailed out due to "a family emergency" and so there would be no delivery....although at this point they were already almost 8 hours past the start date of our "reserved" time slot so I don't believe that there was any way they'd have managed a delivery before midnight. If you want an entire day of your life wasted, order from ao. Otherwise avoid, avoid, avoid.
Helpful Report
Posted 2 years ago
Very good when things are ok. Useless when there is a problem with your purchase. ao.com just pass you on to the maker of the item and you are then at the mercy of the company who made the appliance. No customer service that is recognisable as such.
Helpful Report
Posted 7 years ago
I ordered a Miele washing machine and told AO that I live on the fourth floor with no lift. A week later the driver is on his way and phones me to say that it is unlikely they will deliver the machine because of the stairs. They turn up and say that the Miele washing machine is too heavy to carry up the stairs. In response I point out that they have been aware of the stairs and the weight of this particular product for a week. In the end they agree to leave the washing machine on the ground floor so that I can carry it up myself, additionally the company offers to reimburse me for paying someone to help me to do so. When reminding the delivery people that there's is still the old Hotpoint machine to collect from the fourth floor (which AO promised to collect) the delivery people refuse on the grounds of the machine being located on the fourth floor. I tell them that whilst I would agree that the four flights of going upstairs is a long haul for a heavy Miele, the Hotpoint is a standard weight washing machine going down the stairs and their argument of refusal had been based on the combination of going up the stairs and the machine being a Miele. The AO customer services tried to convince me that the drivers always have to turn up and assess their access. However, their driver told me about his refusal whilst en-route to the property - that's not a proper assessment. When AO tells me I can engage someone else to help me get their machine upstairs they are basically saying that it is possible to get the machine upstairs but they are either unable or not willing to do so themselves. I will purchase the same machine from a vendor who is more upfront and honest about what they can and cannot deliver.
Helpful Report
Posted 7 years ago
Customers are wondering why drivers refuse some deliveries, here is an insight into how drivers are exploited by you as a company. 0 hour contracts on a self employed basis which means any injuries that happen to a driver carrying an american fridge freezer isnt paid for by the company, if they damage such appliance attempting to get it into your property they are charged for it, on days that they do get work they are treated like slaves made to work 15hrs and threatened with losing their job if they dont, furthermore they pay you very little money and take it back off you in fines for things like damaging customers property, damaging appliances, damage to vans whether its your fault or a 3rd parties even though they have insurance to cover this, so this is why some drivers are reluctant to deliver a big appliance into a tight house or carry a washer up 4 flights of stairs, maybe if the company treated their drivers better and valued their work then drivers would go that extra mile to help the customers. Just saying!
Helpful Report
Posted 7 years ago
I would never use or recommend AO to anyone. My experience with this company has been unbelievably frustrating and disappointing. I ordered a washer dryer three weeks before the scheduled delivery and notified AO in advance that a hole would need to be drilled for installation. I was informed that this could be done, but the team would assess the situation when they arrived on Sunday. When the team arrived, they had no knowledge of this request and explained that only an advanced team is equipped to drill holes, which they cannot do as they don't carry the necessary tools. Despite this setback, the team was friendly and helpful; they called the office on my behalf to arrange another fitting. Shortly after, I spoke with someone who assured me that a team would come on Monday, and I would receive a time slot in the morning. However, I never received a time slot. When I called to inquire, I was told that the advanced team does not provide time slots but was assured they would come. They did not turn up. I called AO again and was informed that while the request had been made on Sunday, no one could explain why I was told they would definitely arrive on Monday when there was no indication they would. Eventually, I spoke with a manager who assured me that the installation would take place on Wednesday, and I would receive a time slot in the morning. Yet, on Tuesday morning, I received a call stating that they would not be coming on Wednesday because they are not able to drill the hole. This was despite everyone I spoke to initially telling me it was possible for the advanced team to cut the holes until Tuesday morning—four days after I first informed them it was needed, which is ridiculous. This experience has been absolutely unacceptable. I now need to hire a third party to fit my machine, and AO are not even willing to cover the cost as compensation for my abysmal experience. I wasted all day Sunday and Monday waiting for no reason and am now left without a functioning washer dryer. The customer service was appalling, with the exception of one person and the lack of communication and organisation is astonishing. I strongly advise against using AO, I'm sure the fitters themselves are great at what they do as the people who came seemed very knowledgeable but the customer service team are worthless.
Helpful Report
Posted 1 year ago
Would never buy anything from this company again bought a frigde freezer for £900 pound it came with no serial number on the inside of the door so they told us that they couldn't come out to it unless we paid £175 so we paid it the guy that came said the compreser and the fan had blown and he had ordered the parts 3 days later the money was put back in my bank and didn't even message me to say they wouldnt fix it its the worst company ive ever bought from
Helpful Report
Posted 1 year ago
A dreadful experience from start to finish. Driver has refused to install the machine as he told me it was hard wired- it was not. Have been told by Customer Service he did not tell me this, despite there being recording of the conversations with their head office. Avoid ordering from this company.
Helpful Report
Posted 1 year ago
Very bad experience with them Had my American fridge freezer being damaged twice waited over a month for replacement. Just recently I have found out that they sell only refurbished and end of line products Be aware
Helpful Report
Posted 1 year ago
I recently purchased a TV from AO. Got delivered at 12 pm and called them at 3 pm to return. Since I have turned ON the TV and the model did not have the necessary apps i had to return. They cut 20% of the TV cost since they mark the item as used. I am ending up paying 128 pounds for the 640 pounds TV which is nowhere return to have mentioned such huge percentage will be deducted from the refund. They offered me a exchange for 10% but since I am totally dissatisfied I am okay to take the loss than to fall for their scam. Never buying from AO again in my life. One experience is worth for life.
Helpful Report
Posted 1 year ago
Told we had a four hour slot , waited and watched on tracker. Went straight pass our road and carried on delivering all our around the area. Five hours went by , so rang customer service, was told he would ring back .three more hours and a van arrived , my delivery was on a completely different van. Just one phone call to me would have solved the problem, but common sense does not seem to apply these days. Your service is going down hill !!!!
Helpful Report
Posted 4 years ago
Never use AO – incompetency and delays are guaranteed! I used AO to buy a washing machine – a mistake that I’m never going to repeat again! I’ve never seen such stuff incompetency and outrageous delivery delays. We ordered a washing machine at the beginning of November when we were told that we need to wait 2 weeks to get it installed. When they finally got it installed, the machine turned out to be a faulty one. We asked for emergency assistance and the earliest visit they could arrange was in one more week! We waited for a useless engineer to come after a week to tell us what we already knew – that the machine is faulty. We had to then wait for another 2 weeks to get an appointment to install a new machine and the most ridiculous thing was that when the ‘engineer’ came he couldn’t install it because the water valve was faulty and we need to call a plumber. When the plumber attended it turned out the valve is working perfectly fine and that the AO engineer simply didn’t know how to turn it on/off. So all of our issues were caused because the AO team don’t know how to install the products they’re offering. Spare the troubles and don’t order from AO.
Helpful Report
Posted 4 years ago
Purchases washing machine, promised premium installation, no so, washing machine was dropped hard onto conctete outside frkm hand truck then absolute bodge rush job of an install! They then proceeded to start the washing machine filling with water with the instructions piopework and accessories still inside the machine drum... I had to shout to get them to stop!!! Absolute diabolical negligent lunacy from these delivery installers, NEVER EVER AGAIN ... better off DIY at least you will treat your NEW equipment and your property with respect and NOT damage it! I complained on the telephone to AO.com and emailed the complaint in too!
Helpful Report
Posted 5 years ago
like most appliance sale they advertise Free delivery and NEXT day my interpreting of next day means next day, not two days. you need to get someone to sort out your sale platform. either you do the next day or you don't. trying to wangle sale through False advertising.
Helpful Report
Posted 5 years ago
I checked before I made my purchase with their price match policy. I was advised there was no problem until I actually was about to make the deal and they renamed and said it was do do with the delivery times which was not mentioned in their online policy. Steer clear of this company they do not honour their own policy despite verbal confirmation
Helpful Report
Posted 6 years ago
Don't use this company unless you like being pestered by phone and email by them trying to sell you product insurance about a year after delivery! You can get the same products from other companies that don't do this. I will never use them again. It gets on my nerves.
Helpful Report
Posted 6 years ago
Ordered a washing machine for next day delivery, at 7am the delivery driver pulled up, took a photo of property to prove attendance but didn't knock door and drive away. The first we knew of the delivery was an email saying it needed rearranging, even though we were at home and waiting for the delivery. No accountability when we rang to speak to manager, only option was to rearrange delivery for the week following which was difficult with work. No flexibility which led to us canceling the order. Loss of a customer from really poor customer service ao, it's a shame.
Helpful Report
Posted 6 years ago
The ordering and planning of delivery for a new integrated washing machine and taking my old one away was excellent, even had a call to check our order prior to delivery. The evening prior to delivery had email to confirm time slot, plus a call hour before they arrived. The problem started when the delivery drivers arrived, lots of huffing and puffing saying new machine was heavy, next they were criticising the way my old machine had been plumbed in, as it was going to cause problems for them everything was to much trouble, they even took a call from a colleague who had finished for the day only for my delivery men to start telling them mine was a problem and they would be here ages. to top it all when my husband got home I asked him to check for evidence of a previous leek only to find they had left the electricity cable sitting in water, I dread to think what could have happened if he hadn't checked we could have been electrocuted. These drivers made out they were doing us a favour not that we had paid £65 for installation and taking away our old machine. we will not be using or recommending AO in the future.
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Posted 6 years ago
My son bought a washing machine from ao for his first flat, the delivery did not turn up and a while later he was told they could not find a parking space so they would have to deliver another day, after much discussion they finally agreed to try again after telling my son it would have to be late as he had messed them around so much?? When they finally arrived they unloaded the machine off the van on the other side of a very busy road from his flat, then left him and his girlfriend to carry the machine across the road and up 4 flights of stairs.disgusting service, companies like this don't deserve our custom...
Helpful Report
Posted 6 years ago
Poor delivery service. I called twice when placing order to ensure drlivery of fridge freezer could be made downstairs. First team who turned up spun me a tale about losing their lifting gear out of the back of their van. Second team told me this was bulls**t. They said they didn't have lifting gear. I cannot understand how a firm that sells heavy duty appliances can send it's delivery teams out without any lifting or stairclimbing equipment. Poor. I will not use them again.
Helpful Report
Posted 6 years ago
Item less that 16 months old and ao want me to pay to sort it out even after I have told ao that I have spoken to Trading standards and under the 2015 consumer rights act it is your responsibility to deal with this you still refuse, I have written an email of complaint and copied your CEO in and given you 14 working days to address this issue. As I promised you I have already posted on "Trust pilot" and left a damming review and will on all sites including Facebook and I will NEVER use ao again and spend my money this your competitors and advise others to do likewise.
Helpful Report
Posted 6 years ago
ao.com is rated 4.3 based on 4,178 reviews