AO Reviews 166

Bought a new washing machine, really happy with it fast delivery also

I purchased a LG smart tv and paid the extra £45 which apparently according to their Web site includes :-
Delivery,unpacking,connecting the stand ,connection to WiFi and any games consoles and tv boxes .According to the Web site would be left fully up and running to watch all my favourite tv channels with my feet up.
As it turned out the delivery men had no idea what was expected of them. All they were prepared to do was connect the stand. They didn't have a clue. But between us we managed to connect to my recordable box and my WiFi.
But after exploring the tv options after they left the
message on the screen says "not programmed"
I can watch through my box but that is not the point.
I contacted customer service only to be offered partial refund . They are unable to send an engineer to put it right. After a further e mail to them the reply was
Sorry this is a new service we offer and we welcome your feed back,.
Looks like I will have to get a local tv expert to help me.
Lesson learnt. Don't be taken in by unsupported claims on their website. Save your money

Helpful telephone customer assistance when choosing my integrated washing machine. Ordered Monday, arrived and installed by AO on Thursday. Excellent communication about delivery timing & fitters were experienced, polite and efficient. Excellent experience & highly recommend.

I honestly don't want to give AO a 1 star review because all the people I have spoken too have been brilliant.
This 1 star review is due to their very poor return policy.
We purchased an LG washing machine though AO which was faulty from day 1.
AO were great and immediately put us in contact with LG. LG were horrendous and stretched the nightmare out over 2 months. In the end I returned the machine and purchased a Hoover machine.
The issue with AO is that after 30 days your refund allowance is reduced by 30%. Something called a retention fee. Over time this percentage increases and by the time I gave up on the faulty LG machine I was looking down the barrel of a 40-45% retention return fee.
The thing is that AO insist on you keeping the faulty product and try to get the issue resolved with the manufacturer. This I understand as they want you to have a functioning product, however the process takes so long that you quickly fall outside the 30 day return window. So even though I called AO 3 weeks after receiving the faulty washing machine they still took 40% retention off me because I'd had the machine for 2 months trying to get the machine fixed with LG (again a terrible company).
In the end I lost £200 pounds and purchased a Hoover machine which was perfect from day 1.
So learn from my mistake, if you receive a faulty item from AO, INSIST that the item be returned for a full refund immediately. DO NOT get the manufacturer involved and if you do make sure to action a product return before the 30 day window expires (regardless of when you contacted AO).
If you fall outside the 30 day return window they will keep 30% of your purchase price.

Positives and negatives in this review
Positive
1. Excellent customer service on line (unfortunately didn’t get his name) but excellent service
2. Took the order on line, added to existing order with no problem - nothing was too much trouble
3. Only waited about 30 seconds for a human being to answer the phone.

Negative
It is almost impossible to order anything from ao on line. The website will not allow adding to the basket and I have tried on multiple devices, the app and website. Despite it happening multiple times none of the customer service reps appear to know there is a problem. This is definitely losing ao so much business. I nearly went and ordered elsewhere.

Greedy, stupid and useless!
I purchased a washing machine, guys who delivered fitted it so badly that the display shows an error code, won't finish the program and all laundry is stuck inside.
Phoned AO and they are asking for an invoice that has never been delivered to me. Without invoice number they're refusing to help
Stay away from the company people, you're going to pay Dear and end up with stuff that's not working!

Very very poor - still
10th June freezer fitted
Still not working
Manufacturer’s engineer been in house about 5 minutes- doesn’t know what wrong
Waited a week for this visit
Now they will ring us tomorrow!
Our contract is with AO - all we want is a new working freezer
Phone me to replace the non working freezer or provide a refund as per customer rights

You are putting my husbands name on my reviews W Grice & he passed away in 2018. My fridge freezer came this morning & was ordered & paid in my name Frances Grice
Can you please change it.

Paid for installation - absolutely hopeless - ended up having a massive row - the delivery guys are not installation people, just drivers with ess of an idea than I do. It was a washing machine, and as they didn't have exactly the same fitting as the previous machine they weren't allowed to do any of it - left it in the middle of the kitchen floor. AO should change their strap line to AO - LETS GO! (HOME AND LEAVE THE CUSTOMER WITH A MASSIVE PROBLEM AS WE EMPLOY GUYS WHO CLEARLY DON'T CARE!) They did refund the installation cost but i wanted an installation. Never again. Bye bye AO

No aftersales care at all. Bought a Bosch kettle in May, it stopped working in July. AO website only directs to Bosch, no contact number for themselves. Its under AO warranty, being less than a year old, nothing to do with Bosch. NEVER BUYING FROM YOU AGAIN

Absolutely shocking service. Husband bought a laptop for my birthday. Used it twice then it wouldn't switch on. AO kept telling me I had to go direct to manufacturers. It was taken back by manufacturers an deemed faulty. They have told I can do nothing but accept a repair. Absolutely shocking after 2 uses. They obviously sent me a faulty laptop and I have to suffer. Never using them again. Trading Standards will be contacted.

Paid this company nearly £700 to deliver two ipads. Paid for postage to arrive yesterday and waited in all day. Guess what, no show. I checked their tracking and on their site it shwed 'Arrives today' while tracking on dpd was showing that they didn't even have the parcel. Fizzing mad, should have stuck with Amazon, at least they pretty much do what they say. Wont be using these clowns again for anything.

Trying to get the itim on the app and you get completely wrong things come on TRUST PILOT to say and and just seen a lot of bad reviews can only give up

Harrison the customer service advisor was amazing, personally i feel AO have the best customer service advisors around

I bought a tv from AO. Within days the picture faded when switched on. I tried to explain to the BOT. It told be to notify the manufacturers. Why should I have to do this when AO were the company I was dealing with ?

My new American fridge freezer was delivered today and I paid for the old one to be taken away with the packaging. The men were not happy with the size of my old one and asked me if I told them on the phone how big it was. No I didn’t because they didn’t ask
Had trouble getting it out of my bungalow but eventually after breaking a picture frame and the glass in it Not a very good experience Not sure if I would use ao again

Cancel AO care for plan
Want to cancel AO care plan as not waiting three weeks without washer dryer. My BEKO washer dryer does not work keeps powering off as Bluetooth connection keeps showing. I have never used Bluetooth as it never worked the app from get go. They sell a washing machine that does not even connect to app as Bluetooth - false. They connect with you after sales team to trick into insurance and the waiting for the engineer is almost a month. When I it was installed they couldn’t be bothered to put legs on either and had to refund me. The washers here never last two years so I’m not buying another. The after team insurance I have callles to cancel as don’t have the appliance anymore Infixable hang up or never answer. My experience was a real disappointment! From the day of delivery Iv had it fixed twice as issue with temp and drying even with four towels in a machine. Will not use them again or buy BEKO!

AO do NOT price match..don't be taken in by false advertising and waste your time as have just done with Karl.
first question...do u price match ? yes says Karl 100%

we have an offer with LG of £2754 but their call centres are a headache and we want earlier delivery.. we spend 45 minutes with Karl and his price is no where near the price match ! £3123 £369 more ! I questioned why waste our time is you don't stand by what you advertise ?? he had no response bar send in a written complaint . it's false advertising and we have the offer from Lg on a snap shot so will wait this out . My advise is not bother to price match as it doesn't exist ! VERY VERY POOR CUSTOMER SERVICE AND FALSE ADVERTISING .BE WARNED .

Bought a dishwasher with installation/removal/ disposal after having a positive experience previously with a washing machine purchase. This time however a complete disaster with removal being halted as team could not undo connection….my son came over and did it in 3 minutes flat !! The pipes and lead would not reach old connection points so dishwasher was left uninstalled. My son bought the necessary piece of pipe and extension lead and finished the job. This will be the last time I use AO.

Caught between Beko and AO. Engineer advised that fridge freezer was probably broken on delivery. Delivered Fri 12 April 24. Called AO Sunday 14 April 24. Engineer visited this morning Wed 17 April 24. AO have advised that the engineers report will take 24 hours to show on the system. Engineer advised the report will show in an hour. We are left with a faulty not fit for purpose fridge freezer. Readers top tip: Avoid AO / Beko. Hopefully we can get a full refund and shop somewhere else. The customer does not seem at the centre of this business. Disappointed but not surprised.