AO Reviews 166

I’ve always rated AO highly — I’m a long-time 5-star AO customer — but this recent experience has been shocking.

I purchased a Haier XF 4A4M4PDA-80 dishwasher (Invoice AOL219108478, December 2024) for £809, and it hasn’t worked for nine months. AO referred me to Haier for repairs, but we’ve now been without a working dishwasher for over a month, waiting for an engineer who was cancelled last minute and can’t come until next month.

AO advertises great customer service, but when things actually go wrong, they disappear and push you back to the manufacturer. That’s not customer service — that’s passing the problem.

I’m now demanding a full refund and will be taking this to small claims court if it isn’t resolved. I’ll also be sharing this experience publicly to warn others.

Extremely disappointed. What happened to AO’s service standards?

They offered a fair price for a dishwasher which has been mainly very good. However it has been faulty since I bought it. Hisense HS622E90XUK Standard Dishwasher - Stainless Steel - E Rated keeps stopping mid cycle on an F11 fault. I had it professionally plumbed in by AO engineers and keep the filter clean yet the issue continues. The dishwasher performes well and is very quiet but feel prospective buyer should be made aware of this fault

We had a great experience with this company they handled the ordering process and the delivery very efficiently. The delivery guys couldn’t have been more helpful.

I ordered a grey Hotpoint tumble dryer with a booked delivery slot of 12.00-17.00.

I received a black model delivered at approximately 18.30.

Now I have to wait for a refund and collection.

A very bad customer service experience, do not use.

Shouldn't have bought Music Magpie - they lost/stolen equipment I sent them and even with proof of delivery, are very indifferent to the situation and dismissive bordering on the rude

I have used AO before but today was the worst experience. Had 4 hour window to install a hob. With no word from the driver whatsoever, I caught them 2 hours after their delivery slot outside my door on the phone to their company saying they couldn’t deliver without even having the courtesy of knocking on my door. I came out spoke to them said I was happy to carry the hob in whilst they parked up and came in to install the hob. They said they couldn’t bring it in because they couldn’t park up to deliver it, meanwhile another AO Van came into my street taking in white goods (washing machine etc from the van supposed to deliver my hob to transfer goods over from one van to another). I explained to them in the time this was happening they could have easily carried a lightweight hob into my house. Still the answer was no. They said the rules were that while they were installing the van had to have a parking space within 100 metres of my front door. Ok this is fine. I offered to ask my neighbour move his work van so they could park, but they had a mostly empty TRUCK that needed parking and said it wouldn’t fit. In the end I had to cancel the installation and through much determination managed to get my hob from them off the truck in order to not waste another full day waiting for them for the same result. Very very bad communication. Sneaky of them to try and scarper off without knocking at my door, and an awful policy that they come with a mostly empty massive TRUCK demanding that if they can’t park legitimately outside your house for an hour they can’t install. You’d expect an installation service to be a transit van or something similar and commutation and customer service to be way better. I did ring up to voice my concerns but was told that’s the way it is. I have taken my hob and will have to organise installation with someone privately myself. When time is of the essence when moving house and trying to get things done efficiently this was a wasted day and not a reliable service.

Tracy was extremely helpful, knowledgeable and patient. She helped me purchase a new phone. Her service was outstanding. AO are lucky to have such a patient and kind employee. She made my day!

Recently submitted a review for ao in which I explained that I was unhappy that images had not been acted upon regarding a Beko fridge freezer.
I can now report that the "images" message system is not monitored. Ao have since contacted me and their service is excellent and the problem with the freezer has been resolved

My son wrote off my washer through overloading. To repair would be £400. So he ordered and paid for a new one. They came to fit it but said they couldn't because we have rodent droppings all over kitchen floor and was a health and safety issue then left with my new, paid for washer. We don't have rodents or droppings.

A 0 woyld not replsce faulty microcrave had for three months instead left me partially sighted and disabled with out a means to have hot food for 7 to 20 days this is a very poor company if you can use someone else for elevtrical needs do so i cannot tell ypu whaa mess they lleft me in and if your going to buy somethig Do Not Buy Panosonic

I love that AO can give you finance credit and I also have bought a few things from AO and there great exspeail customer service thanks so much 😀

Had my order delivered guys were great fitting my new dishwasher,now have problems setting the programe,now iv had new hotpoint fitted abd I can't get use of my machine,so b4 I put full honest review I'm going to wait and see how a@o will come through for me;installed dushwasher today guys were great bur now having problems bur I have contacted A@O and fingers crossed they will sort this problem if all fails I'm sorry bur I will give full honest response

Old f/freezer repaired then broke 2 months later. Bought new Hair f/freezer. Failed to make ice cubes. Still waiting for repair man to come and sort out BRAND NEW F/FREEZER. Should have told AO to remove new one and replaced it with one that works.
Bob Moore

Said they can’t fit because we have a staircase

Had a gas cooker delivered today by today and fitted by Scott and mark very friendly and really good at there job

Bought fridge freezer. Damaged plaster delivering it. Then stopped working within a month. Can’t get a refund for £150 worth of food, as I don’t have the itemised receipts.

Gave them a second chance after Mum’s washing machine was fitted by them and flooded her kitchen.

Will never use them again.

New washing machine delivered 3 weeks ago and from the beginning it would intermittently not wash stain remover power and fabric conditioner completely through the drawer. Told to take a video of fault and engineer visited but stated he could not find fault despite my evidence of video footage of powder remaining in drawer. Phoned Ao to request replacement was informed that because the engineer could not find the fault and the washing machine had been used for 3 weeks I could only request more engineer visits (losing time from work) or have a 15% deduction of monies paid and purchase another machine. After half an hour of discussion I was informed that they reduce my deduction to me of 10% of my purchase price despite my video evidence of the fault! I am now in the position of having a faulty washing machine or losing money. AVOID this company or at least read the terms and conditions very carefully! I have previously purchased many items from ao but never again!

Good selection of appliances.
Easy to use website.
Delivery was at time specified with a phone call in am to inform me of delivery time.
Drivers in a hurry so didnt have time to ask questions about freezer use.

They brakedown policy is not worth the paper it's written on my washing machine broke down only 14 month old pay £8 a month and have engineer appointment cancelled 2 times and awaiting parts
They brakedown people couldn't care going somewhere else now

Bought a tumble drier for £279 it was delivered on 4th December. I used the drier a couple of times but it wasn't drying the clothes even after 3 hours I was away on holiday then was ill. Phoned AO on 4th January to complain that the Drier was faulty. Told to phone Hoover myself (I was one day out the 30 day return policy) I did, was told that just to keep untangling the clothes in the drier, this was normal. I explained that it wasn't heating up. Phoned AO back and was offered an engineer to come and fix the problem. The machine was a month old and I refused. After numerous phone calls and emails which were never returned. They come and collected the faulty machine and deducted £100 from my refund ! Never again will I use AO and will be telling friends and Family the same !