my experience is very negative.
They BOUNCED the new washing machine down the road, and severely damaged it. They broke a pipe in the kitchen plumbing it in.
When I pointed out the dents from the bouncing, they made a phone call, then offered my £50 off.
I said no, I wasn't accepting it, and wanted a replacement that wasn't dented. This is because they were claiming the dent was "cosmetic" but it was right on top of the electronics, and I very much doubted it was only going to be "cosmetic". They pulled it out, breaking the pipe in the kitchen, and left, causing a flood in the kitchen.
The delivery company would not accept responsibility for flooding the kitchen. AO rang me and demanded immediate photographs. I was hundreds of miles away, staying with a friend, as the kitchen was unusable because I was unable to provide and immediate photograph of the damage, they closed the complaint.
I had to pay £100s for repairs in the kitchen. AO replaced the washing machine with an undented one, but I suspect this one had also been bounced. We have had it 5 years, and it washes fine, but the screen has been unreadable since day one. I couldn't face dealing with them all over again so I kept it, also, I had tried so hard to make the best ecological decision, and had already sent two washing machines to landfill in two weeks, so was quite distressed about that in itself, and didn't want to ask for another replacement if this one worked.
I have never used AO since, and I never will