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AIBU?

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Original poster

AO.com

20 replies

OldSpeclkledHen · 21/08/2021 16:58

Absolutely FUMING

Ordered two items (fridge and freezer) from AO three weeks ago now, should have been delivered last Monday, took the day off work blah blah blah. Delivery got messed up - one item wasn't available - no word from AO to say this - I had to contact them after the expected delivery time!

Delivery rescheduled for today... Driver just turned up - only one item!!! No news on the second item?! Driver knew nothing about it!

STILL no word from AO - I had to call them again - they couldn't explain either and had no reasonable excuse or how to rectify the situation!!

I am FUCKING LIVID - twice now this has happened. I have asked to be called back by a manager (although fuck knows what that person will be able to do?) I still need a bloody fridge!!!

I do understand things happen, and IF I had been notified then although I'd be annoyed, I'd be a lot more understanding, but to fuck up an order TWICE and NO COMMUNICATION from the company IMO is extraordinary bad customer service

I just need to vent, am alone and tired - and extremely pissed off.

OP posts:
flummingbird · 21/08/2021 17:03

That's really shitty, I'd be expecting a decent apology and hopefully a discount...

JenniferAllisonPhillipaSue · 21/08/2021 17:04

You are entitled to vent.

I haven't ordered from them for six years, that was an order for four appliances. They arrived about 10pm, carried into our new and empty house by two very tired delivery men, but the chest freezer wasn't on their van - apparently it should have come on a different van, from a different depot; and that driver had clocked off at the end of his scheduled day rather than work extra hours to get all items delivered. (No opinion either way on this.)

As compensation, AO gave me the cheapest of the four appliances for free, so effectively £120 refund. Not too shabby.

Mindymomo · 21/08/2021 17:06

That’s reminded me not to use them again. I ordered a freezer from them and like you took day off work. Had email and text giving me a 2 hour slot and I tracked delivery online. It kept saying delivery is delayed but will be with you. Even at 8.30 pm at night, it was still saying the same. I phoned the deliver driver on the number given, he was at home eating his dinner. I should have been phoned to advise. Phone call to them took ages and even longer for them to find out where freezer was. No problem they said, they would refund the delivery cost. Told them to cancel order and give me back my money. He then offered me priority delivery before 7.30 am and another £100 off. It did come, but I won’t be using them again.

ThinWomansBrain · 21/08/2021 17:27

there's enough in the news about deliveries being held up because of shortage of materials/drivers, brexit. covid. pindemic... that the late delivery probably isn't their fault - but that doesn't excuse poor or non existent communications.

I purchased a new fridge freezer a few weeks ago from a company I'd not heard of before, but had the right thing in stock, cheaper than anywhere else and good reviews on trustpilot
markselectrical.co.uk/
I was really pleased with communication, goods and service

AlmostSummer21 · 21/08/2021 17:30

That's a shame! I've had a few things from AO and they've been brilliant

Fkrkrodps · 21/08/2021 20:41

I won’t use them again. Tried once and had no end of trouble.

Blossomtoes · 21/08/2021 20:45

You’ve been incredibly unfortunate @OldSpeclkledHen. Almost all our white goods have come from AO because their customer service has been so great.

LadyFannyButton · 21/08/2021 20:49

@AlmostSummer21

That's a shame! I've had a few things from AO and they've been brilliant
That’s my experience too.

Whereas Argos had me waiting in all day for a cooker then at one minute before the delivery window ended I’m suddenly phoned to say the driver has hurt his back so my stuff is being returned to the depot. Funny how that only happened with a minute before the end of my slot Hmm

TSSDNCOP · 21/08/2021 20:51

That's a shame, I've only had great experiences with them. Annoying for you though.

Meatshake · 21/08/2021 20:53

They used to be brilliant and I've used them a lot over the years but they've been slipping steadily in quality and customer services for the past 4 or 5 years or so IMO. Not sure if they got too big too quick, but it coincided with them doing more and more adverts.

listsandbudgets · 21/08/2021 20:57

Experiences like this are why I now use small local retailers. They're a bit more expensive but usually give me hour long delivery slots and turn up when they say they will or at least call to update. In fact I needed a fridge quickly recently and they kindly bought it round on their way home from work. I only phoned at 3pm.and it was plugged in at 5.45pm!

YANBU but if people don't start voting with their feet then these big retailers will continue to offer 8 to 12 hour delivery slots and poor service.

LastTrainEast · 21/08/2021 21:01

I wish these places would get the message that it's ok for things to go wrong. Stuff happens that just can't be helped. The problem is not telling you about it and working out a solution. I don't get angry at mistakes or bad luck. Just at time-wasting lies and evasions.

You sent my package to Siberia? Well say that and let me know roughly when it will arrive back. Do NOT tell me "I'm sure it will be there in the morning"

MauveMagnolia · 21/08/2021 21:19

AO are usually great unlike John Lewis, you have been unlucky

Original poster
OldSpeclkledHen · 22/08/2021 08:30

I've used AO before, with absolutely no issues. I thought the original delivery for Monday was just bad luck...
For it to happen a second time, no way. NEVER using them again.

OP posts:
Fairyliz · 22/08/2021 09:17

I expect they have all been ‘working from home’ aka doing bugger all. Or at least that’s the excuse I’ve been given for everything that has gone wrong over the last 18 months.
I’ve basically stopped buying things from any retailer because it always gets cocked up. I’m being environmentally friendly by default although I accept that’s not an option for you with a fridge op.

Roselilly36 · 22/08/2021 09:20

YANBU OP, I would be really annoyed too. Completely unacceptable service. And usual for AO.com in my experience, I have found them to be one of the better white goods firms to order through. I hope you are suitably compensated.

Charlieiscool · 22/08/2021 09:23

I’ve used them several times and it’s always been a good experience

Footballfrenzy2021 · 22/08/2021 09:45

I have to say I need to leave a review for AO.
They recently delivered a WM to my disabled Dad.
The delivery drivers were absolutely outstanding considering they needed to find a key safe, let themselves in, make themselves aware to my Dad & then did a short wash to make sure everything worked ok.
I’m sorry for your crap experience but I wouldn’t use anyone else !

Excelthetube · 22/08/2021 11:45

I’ve used them 3 times and great. It probably is just bad luck

lonelylou09 · 23/08/2021 06:06

I've used them 3 times in the past year or so with no issue. Had a new cooker, chest freezer and tumble dryer. Never had any issues. Always arrived next day when stated and drivers have been great.. Calling before hand and carrying the items to wherever. Sorry you've had a bad experience

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