Aosom Reviews 

Delivery was super fast and everything arrived as stated! Also instructions were pretty easy to follow and I really like that all the pre-drilled holes were actually accurate which is not even that common in Ikea sometimes

Speedy delivery 📦

Ordered a dog guard, and paid a little extra for next day delivery. It never turned up that day or the next. Cancelled the order. I'll stick to Amazon.

The product met my expectations and the delivery was fast and seamless.

EXCELLENT GAMES FOR DOGS AND FAST SHIPOING - GREAT SERVICE AS ALWAYS - THANK YOU!!!! :-)

I bought a kitchen trolley and there was a piece missing. There should be a piece number 7 an a piece number 6, instead there were two pieces n. 7.

I tried to contact them via phone and it was IMPOSSIBLE. I emailed them and their solution was giving me 15% discount so I could "find" a replacement.

Eventually, I was able to talk to someone on the phone and said they were going to check if they could send a replacement. Then they emailed me saying it was not possible and offered me either returning the item (which means a lot of time disassembling all the screws and everything I had already done and packing it in the box... or 30% discount again as if it was easy creating a very specific and accurate piece of furniture.

I tried to contact them again on the phone and the phone call even stopped itself before someone would pick up.

Really really disappointed with the quality, the customer service and the contact options they have.

Product and shopping experience is great
Quick customer service

I ordered 3 outdoor benches, TEAK. When they arrived they were of very low quality made of pinewood. In the description of the product on the website it said it was Teak but in another place it said it was made from pinewood. The price would have been great if it was teak/good quality but now it turned out to be very low quality. I would not dare to buy from them again. Delivery was quite fast but customer service bad.

The delivery was good, product was in good condition and instructions were clear and easy to follow, post purchase care was also very good. Overall very happy with my purchase.

Good service. Thank you for delivering faster.

I would strongly advise anyone considering purchasing from Aosom to think twice.

The parasol I received was faulty on arrival. Not only did the solar lights not work, but the parasol also had a hole in the fabric. I immediately contacted customer services and repeatedly explained that I did not want a partial refund or a discount—I simply wanted the faulty item collected and a replacement sent.

Instead of listening to what I was asking for, I spent three days going back and forth with customer services. They initially offered me a 25% discount, then increased it to 35%, despite me repeatedly stating that I wanted a replacement. My requests were ignored every time.

I also asked on numerous occasions for my complaint to be escalated to the complaints department as a formal complaint. Those requests were completely ignored.

To make matters worse, after initially finding my order using only my order number, I was later told they could no longer locate it in their system. I was then asked to provide my order number, invoice, tracking details and email address all over again, despite them having successfully found my order approximately 12 hours earlier.

After three days of being messed around, I left a negative review on their own website. Only then did I receive the following email from their Aftersales Team:

"Dear customer,

I'm writing from the Aftersales Team at Aosom regarding your recent order of the item with us and took the time to leave us a negative review.

We are sorry for any inconvenience caused and understand the frustration this may cause you. We do strive for 100% customer satisfaction and will do our best to resolve this issue as we do not want to leave you as an unhappy customer.

We are willing to offer a full refund for item 84D-018V00BK without a collection as a form of apology for the product issues you may have issued. Should that resolution be satisfactory we would kindly ask if you would be willing to remove the comment.

If you would like to accept this, could you please contact us again so we can proceed accordingly.

Apologies for the inconvenience caused and we look forward to hearing from you soon.

Best regards,Aosom"

I found it extremely disappointing that after ignoring my repeated requests for a replacement and a formal complaint, they were suddenly prepared to offer a full refund without collection—but only after I had left a negative review, and they asked if I would remove my comment.

I have never wanted a refund. I simply wanted the faulty, damaged product collected and replaced, which should have been a straightforward process from the beginning.

Based on my experience, I cannot recommend this company. The product quality was poor, and the customer service was even worse. If you receive a faulty item, don't expect your requests to be listened to or your complaint to be handled professionally.

16th July

Thank you for your response.

I find it disappointing that you claim you have no information about my order, as this is simply not true. Prior to posting my Trustpilot review, your Aftersales Team had already been in contact with me over several days regarding my order, the faulty parasol, and the resolution.

In fact, after I left my review, I received an email from your Aftersales Team referencing my order and offering me a full refund without collecting the faulty item, while also asking if I would consider removing my review for a full refund, which I class as blackmail, but we are all allowed different opinions. It is therefore difficult to understand how you can now publicly state that you have no order information.

As the matter remained unresolved, I escalated the dispute to PayPal and provided the full email correspondence as evidence. PayPal found in my favour, and I have now received a full refund.

My review reflects my genuine experience. The issue was never simply that the product was faulty—it was the amount of time spent trying to obtain a straightforward resolution. I believe other customers deserve an accurate account of my experience, which is why my review will remain.

The fan is so nice. It did come a few days later than expected but it functions perfectly

I recently purchased a HOMCOM air conditioning from Aosom, which worked for one hour and then stopped working with an E5 error code. I have received very poor customer service and the latest suggested I needed to resolder the faulty sensor, which is absolutely absurd. I've requested a refund and collection which doesn't appear to be an acceptable solution. I'm hugely frustrated with the product and the ridiculously poor customer service.

I ordered twice here, two entirely different products. One hamster enclosure from Pawhut and a coffee table set from some other vendor. Both orders came very quickly, installation was simple enough and everything was in top condition. No defects or marks.

I am very satisfied. Competitively priced as well.

I'm happy to get the service and quality products.
Thank you for the hole team!

Alles top, danke.

Bought some seat and back cushions, returned due to not being what was advertised. Arranged for a courier to collect after backwards and forwards with emails. Nearly a week later, after collection, radio silence, nothing. So I called customer service today to find that they had received the items and will take a further 14days to process the full refund and that policy. Be careful, as nobody mentioned this when in contact.

Excellent

I purchased an Outsunny 3.6m x 3m Wooden Pergola Kit from Aosom after reading a number of positive reviews, and I am delighted with my purchase. The ordering process was straightforward, delivery was prompt, and the pergola arrived well packaged and in excellent condition.

The quality of the timber and components exceeded my expectations, and the assembly instructions were clear and easy to follow. Once erected, the pergola looked fantastic and has completely transformed our outdoor space.

Overall, I am extremely pleased with both the product and the service provided by Aosom. I would not hesitate to recommend them to others looking for quality garden products at a competitive price

We ordered a hamster cage on it's own stand from the brand Pawhut via Aosom and it was truly a good surprise how qualitative this cage was! Hamster happy, we happy.