AO Home Reviews 82

9 missed calls from this company. I have told them I am not the named account holder nor did I have any involvement with the order. Please stop harassing my phone number.

This is the best company I have ever dealt with. They kept me informed constantly about my order. The 3 installation team were amazing, did all the work needed without any fuss. Checked the whole house for gas and electricity safety. Fitted the new cooker took away the old one and all packaging. I cannot recommend this company more. Amazing.

AO’s repeated failure to deliver and install a Smeg A5-81 range cooker, despite the service being contracted, paid for, and repeatedly confirmed by AO staff has left me doubting the whole retail system and how much a consumer we have to put up.

I am moving house tomorrow and, due solely to AO’s failures, will have no cooker in my home, with Christmas approaching.

Products: Smeg A5-81 cooker and matching cooker hood
Services paid for:
Delivery and installation of the cooker
Removal and recycling of an existing AGA cooker
AO membership/service fee

Before placing the order, I contacted AO customer services specifically to confirm AGA removal and recycling, and was explicitly told yes. This assurance was a deciding factor in purchasing from AO.
What has gone wrong
First scheduled delivery – 4 December 2025 (09:17–13:17)
The cooker hood was delivered.
The driver refused to unload or attempt delivery of the cooker, stating it was too heavy.
The cooker was not unloaded from the van.
The driver also refused to remove and recycle the existing AGA cooker, despite this being confirmed before purchase.
We contacted AO immediately and requested re-delivery with a larger team.
AO advised that while this was not explicitly guaranteed, delivery with a larger team was possible.
Second scheduled delivery – 12 December 2025 (07:00–11:00)
The same issue occurred again; the driver refused delivery and contacted AO.
The driver took video footage of the property entrance (front and back).
AO then advised us to wait until 7pm, stating a larger team was being arranged.
We waited as instructed.
No one attended, no one contacted us, and no update was provided.

When we contacted AO again the following day, we were told:
We had been misinformed by previous AO representatives
The earlier assurances were “wrong”
AO would now offer refund only
The tone of this interaction was dismissive, and downright rude, despite the repeated failures and assurances.

We were forced to pay independently for removal and recycling of the AGA cooker after AO failed to do so as promised.
The cooker hood supplied by AO (delivered on 4 December) has now been cut and installed by a third party, in reasonable reliance on AO’s assurances that cooker delivery and installation would proceed.
The same cooker is more expensive elsewhere, making a refund an inadequate remedy.

Unboxed (net) weight: approx. 166–174 kg
Boxed (gross) weight: approx. 200–205 kg
This is a standard range-cooker weight that AO routinely sells and installs, and it was known at the point of sale.

They excuse themselves saying the doorway has step on it, and the garden also doesnt have flat pathway. It has one step, but are they so incompetent to arrange a 4 man delivery for 205 kg cooker which they knew about first the start? And to waste my time again and again attempting to deliver was an excuse to make me cancel the order.

The issue is still unresolved and we are reaching out to AO to provide us with a solution, but the customer service team is more of a self service team, who talk over you, and doesnt allow to complete your sentences. AO DOESNT CARE about going back on their promises and unapologetically arrogant and don’t bother with how much time they take up when asking the customer to call again and again. Time = money and they have wasted enough of mine. When your word is not good enough, why would anyone want to do business with AO.

We ordered a smeg fridge it was delivered within two days delivery crew were first class gave us a time slot then updated an hour before.
Completely satisfied

Fast, efficient, helpful and very tidy.
Highly recommend

I would give zero for the company.

Previously, this company failed to install a dishwasher with an excuse that they weren’t insured, in actual fact it was Sunday night last thing and I believe the drivers wanted to go home. No refund on installation.

Today, fridge freezer, they have a tracking app which is completely incorrect and out of date information. DO NOT trust it in order to track a delivery. No phone call…

Customer services completely inept and just talking at you and over talking you rudely. Completely unhelpful, not prepared to help and I don’t know why we went with this company in the first place after the experience we had previously. Believe me, I’ll never go back to this company again, AO you are a disgrace.

I only gave one star as there was no option for zero. The total incompetence of this company is breathtaking. 4 failed instals for my dishwasher. 3 weeks after the initial purchase and we still dont have anything to show for it. Actually - we do - £100's of pounds worth of missed / rearranged meetings in order to receive the installation team. The first time I was recommended to get a retro fit kit from Ikea. Then when the second instal team were due to arrive they called to say they don't know how to fit those. Then I agreed to change the type of dishwasher to ensure it would work. Queue yet another week delay. For the third installation to simply not show up. Leaving me on instal 4. Lads from Newport this time who took one look at the kitchen as said - oooooohhh. I didn't know this was Ikea. You can't instal this on those doors. A complete and utter shambles of a company. Quite how they've lasted this long I don't know. Needless to say I won't be going anywhere near them again and I would suggest no body else does either.

Whole thing just Awful. Stinks of incompetence. From start to finish a total disaster….

Ao is the absolute worst people on the planet. Everyone should be careful about ordering from them. Some of Their delivery drivers are weird. This was my very first experience with them. The delivery drivers came to my door without my delivery, as soon as I opened my door he shoved me aside and made straight for my bedroom. He was shocked to find I had other persons in the house with me. He was disgusted, eventually brought the machine, caused a leak in my place and completely disconnected my other appliances. I had to get the police involved. Never order from them especially if you’re vulnerable or have a special needs child. They left me absolutely traumatised and my home in a state of horror. NEVER AGAIN

Was a good service until found similar washing machine £200 cheaper elsewhere. Filled in the form and evidence of the price and and washing machine with the link to the website. As they alway go on there price match policy. With the same services as in unpacking , installing and taking away the old washing machine with both companies as extra add on.
One of the representatives called next day and said they can only match the washing machine not allowed extra services even thou I am paying separately for that . Disgraceful and shocking .

STILL NO REPLY FROM AO......NO CUSTOMER SERVICE SKILLS !!
AO ARE SHAMBOLIC NOT WORTH EVEN 1 STAR !
AO HOME ARE ABSOLUTELY USELESS
NOT WORTH EVEN 1 STAR......DIABOLICAL......NON-EXISTENT CUSTOMER SERVICE.......DEPLORABLE !
MY LANDLORD ARRANGED FOR ME TO HAVE A NEW FRIDGE/FREEZER AS THE ORIGINAL ONE HAD BROKEN DOWN, THIS WAS DELIVERED YESTERDAY BY AO. DESPITE BEING A VULNERABLE O.A.P IN SEVERE PAIN FROM BREAKING MY BACK IN 2 PLACES MANY YEARS AGO, I PULLED THE OLD FF OUT TO MAKE WAY FOR THE NEW ONE AND CLEARED A PATH TO THE KITCHEN TO FACILITATE ARRIVAL AND FITTIN OF THE NEW FF. MY LANDLORDS ESTATE AGENTS HAD INFORMED ME NOT TO WORRY (I SUFFER ANXIETY ISSUES) AND THAT THE AO FITTERS, 2 MEN, ONE LARGE ONE SMALL, WOULD DELIVER AND INSTALL AND CHECK MACHINE WAS WORKING FINE BEFORE DEPARTING ! THIS DID NOT TRANSPIRE, THEY JUST BOUNCED OFF THE VAN THE NEW FF ONTO THE GROUND OUTSIDE, REMOVED THE CARDBOARD MAIN COVER AND TOOK THROUGH TO THE KITCHEN........THEY THEN LEFT WITH THE OLD FF ! THEY DID NOT REMOVE TAPE AND POLYSTYRENE AND OTHER PACKING MATERIALS, THEY DID NOT LEVEL THE APPLIANCE AND NEITHER DID THEY PLUG IN THE ELECTRICAL CABLE AND NEITHER DID THEY CHECK THAT THE APPLIANCE WAS OPERATING.........DIABOLICAL DISGUSTING LEVEL OF SERVICE !! THEY WERE IN AND OUT IN LESS THAN 10 MINUTES.......VERY VERY VERY POOR !!

Called to get refund on delivery, did not come on next day delivery.. but the person said as its not been delivered yet, please call, so I did. But the new person did not understand as I had to rearrange delivery because I would not have been in.. when they delivered. That's why I wanted it guaranteed next day.. so the person was so reluctantly going to give me a refund. Even though I explained the best I could and as slow as I could. Was a joke.. so now I don't order from ao anymore..

Ordered an oven and paid extra to be delivered in a specified time slot ( 10am-2pm) as had dental appointment. No contact morning of delivery. Checked at 11.30 to see message saying there was a delay. Contacted AO who spoke to driver who said he would be here by 2pm. Checked delivery update at 1 30pm to receive message saying 'delivery failed' and received a call from driver saying he was on his way to me but was an hour away. What good is that to me. Called AO only to speak to a most unprofessional call handler. Conversation frequented by 'cool' ( him not me). Not interested in situation. In fact he reminded me of 'Kevin and Perry'. Spoke to another call handler who apologised and arranged refund. So outcome; no working cooker and no money to go to Curry's to order a new one ( as need to wait for money to be refunded. Thanks AO enjoy your dinner

Appalling. £600 washing machine leaking and not levelled properly; terrible customer service. Had to implement section 75 on credit card and inform Trading Standards. Will NEVER use this company again and wish I’d checked out trustpilot before purchasing😡

Called AO customer servise for help with a product I orded last week but had yet to receive. Amaan helped by looking in to this for me and within an hour of my call has arranged for the product to be dispatched immediately. December must be madness for these companies and if you through storm Daragh into the mix then shit happens. But he listened to my issue, helped rectify it. Should be recognised in some way for the great customer service I received. Well done Amaan

Ordered a microwave and paid extra for next day delivery.
AO.com use DPD, which messed up delivery- basically they lost the item within their network.
I waited in a total of 1 and a half days for delivery, but was not communicated to about the lost item and that delivery would not take place as planned.
When I then asked for a refund some 3 days after the order and before I had received the item, they insisted on speaking to DPD first before processing my refund. This is against contract law- my contract was with AO, not DPD. By refusing to accept my request for a refund they were in breach of the consumer rights act 2015 and contract law.
Used to be a good company >3 years ago, but I would never use them again.

My disabled mother's cooker stopped working but she is insured by AO care.
A week after phoning a very young man came who had to call someone else because he didn't know what he was doing. The next engineer ordered parts, 3 weeks later someone else came to fit the parts but the grill parts had not been ordered. Now she has to wait for further parts & another home visit.
You pay your appliance insurance but get long winded, service. Over 3 weeks & counting with no cooker is not good enough.

I sent pcs back as was faulty and 1 was damage they not gave me all my money back told me it now 2 hand I had 3 bad pcs in all other 2 was software issue in all I lost 600 pound they blocked me from buying stuff never told me or finance they lie to people and don't like to be responsible for what they sell or repair or replace it or gave you your full money bsck

Where to begin. We ordered a new gas hob with installation. The fitters removed our old hob and discovered the new one was damaged so couldn’t fit it, the following day I had to call out the emergency gas team as AO hadn’t capped the gas main leading to a gas leak. The day after that AO sent someone out unannounced while we wasn’t in. We have doorbell footage of them tampering with the outdoor electric box. Spoke to countless AO reps and they all made the promise to sort it….. 3 of the 4 people I spoke to broke their promise. It’s taken nearly a week for someone to sort the issue out. I will never use AO again for anything.

Ordered a cooker. Told it would be delivered within a week. Delivery postponed. Told cooker made to order. Another date set, that was postponed. A third date set, now that has been postponed!
The same cooker is available for immediate delivery from Amazon, only went with AO because of the connection etc.
What a shambolic company. Complaints are a waste of time, never get the truth.