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Original poster

I just want to say how utterly brilliant AO (Appliances Online) are.

62 replies

Mumblechum0 · 16/06/2021 17:38

Had a hotpoint washing machine delivered recently, bought from AO. After 6 or 7 washes, it stopped spinning.

After being on hold, listening to the usual covid bollocks for 15 minutes, eventually a recorded delivery message told me no one was available and to look on Youtube for a fix.

Called AO, and someone answered the phone immediately.
Told them the problem, they said they'd get Hotpoint on the line there and then on a conference call and help get it fixed.

They couldn't get through either. The girl said OK, we'll just give you a new machine, can we deliver on Friday? And what sort do you want? And we'll disconnect, connect and get rid of the hotpoint for you. Oh and by the way we'll pay the extra (went for another brand).

All sorted (apart from the time she was on hold to sodding hotpoint) within about 5 mins, including me going on line while she was on the phone and picking a replacement.

They are by far and above the best for customer service of any company I deal with.

OP posts:

igotdemons · 16/06/2021 19:18

I agree, good service, except for the warranty sales calls. I bought an appliance from them recently which came with a manufacturer 5 year warranty (parts and labour) and they still tried to sell me their warranty! 😳🙄😆

Scarby9 · 16/06/2021 19:21

I agree.
Prompt, reliable, answer the phone or emails.

singsingbluesilver · 16/06/2021 19:23

AO are fab. They are the only company I will use for electricals. They are always the cheapest (and often by some margin), have a huge range and delivery quickly. The delivery drivers keep you updated with eta and could not have been more helpful when they delivered my fridge freezer to exactly where I needed it in the house during lockdown.

LadySlipper · 16/06/2021 19:24

I've used them several times myself and have always been really happy with both the price and service.

RockstarMartini · 16/06/2021 19:39

I’ve had real trouble getting a fridge that fits a certain space and does what I need, I think I’ve been quite an annoying customer but they’ve been nothing but pleasant and helpful despite me having to exchange twice before getting the right fridge for me. Very highly recommended.

Longdistance · 16/06/2021 19:40

Glad you all had good experiences as mine was awful. I bought a Rangemaster from them and it was really badly damaged. They offered me a discount but it was not only something pathetic I wouldn’t have even be able to use it so there was no point. They took another 3 weeks to send me another one. Never again.

Auntpodder · 16/06/2021 19:41

I do miss the hilarious videos they used to do... women (mostly) talking about the fantastic capacity of fridge freezers. There doesn't even seem to be a tribute site of them...

0blio · 16/06/2021 19:44

I always buy from them and can't fault them. I once booked the wrong day for delivery and they were most apologetic and even waived the delivery charge!

NotThereNow · 16/06/2021 21:10

Appliances Direct were bloody awful for the insurance hard sell. Had to say no three times as part of their script. Then another operative phoned and tried again.
Robert Dyas were appalling at stock control - wouldn't cancel my order for ages even though Hotpoint told them it was out of stock.

MazDazzle · 16/06/2021 21:13

They’re my go-to, but the overly friendly, dragged out phone calls after every purchase have almost put me off them.

We did a house renovation and purchased several items from them. We got separate phone calls for each item! I’ve used them for 10 years and never once have I taken them up on their extended warranty. I wish they’d stop phoning.

whatsthestory123 · 16/06/2021 21:22

@Roselilly36

I wonder if they farm warranties out to D&G rather than administer them theirselves. They are usually on the phone pretty quick after purchase. I don’t like it when the try to say they are checking on delivery details and then launch into full additional warranty sales mode! Having said that the purchase I made last week through AO I haven’t had the warranty call as yet. They needn’t bother if I want an additional warranty I will take it out directly with the manufacturer. But I have to say AO have usually been reliable on delivery on the whole.

you could be right about the D&G I had a policy through D&G and they condemed my oven so i was entitled to a free one and they sent me a link to AOL and choose from 20 like ovens for free

so yes i got the hard sell alot from D & G about a warranty even though it had a long warranty

their in it together

WeAllHaveWings · 16/06/2021 21:22

Bought twice from them first time ok, the last time 3 years ago was a nightmare and have avoided since. Ordered dishwasher and day it was due to arrive dh took day off work. Got a call at 3pm, to say while out of delivery the driver noticed the machine was damaged so no point delivering. Ok, fair enough these things happen and they rescheduled for a couple of days later. They did the same thing with the same excuse 3 times, each time we used a day off annual leave. Even when I said that was the 3rd time with the same excuse they denied they were being economical with the truth and reluctantly gave us a refund when we said we didnt want to try again for delivery.

Very nice and apologetic but wouldn't use them again.

HyphenCobra · 17/06/2021 00:17

Agree their CS is fab!

Elmrosie · 17/06/2021 08:41

AO are great! Top tip here - buy through the Boots Kitchen Appliances website. Everything's fulfilled by AO, but you get Boots Advantage points as well. We just bought a TV this way.

RaspberryCoulis · 17/06/2021 08:42

Agree, I have helped out a friend overseas a couple of times with her rental property here in the UK - organising a new washing machine etc for her tenant.

AO aren't just the cheapest, they offer flexible delivery options and text/call you when they're on the way. If they can do it, why can't other people do it as standard?

mumsiedarlingrevolta · 17/06/2021 08:47

Another huge fan.

Buy from there exclusively-had a terrible bit of very rude and disinterested service from John Lewis-including laughing at me when I said I needed cooker soon to be fitted by builders doing kitchen. She said it will be at least 12 weeks and X amount.

Went home, AO delivered in 2 days and it was cheaper.

Always impressive and will always get my business.

Alexdrake44 · 17/06/2021 09:04

A no from me, dreadful

Auntpodder · 17/06/2021 09:19

@Elmrosie

AO are great! Top tip here - buy through the Boots Kitchen Appliances website. Everything's fulfilled by AO, but you get Boots Advantage points as well. We just bought a TV this way.

Thank you - that's incredibly useful... am just updating some appliances...

StealthPolarBear · 17/06/2021 09:22

We've used them quite a few times and always been happy

HaplotypeK · 17/06/2021 09:24

@Mumblechum0

Had a hotpoint washing machine delivered recently, bought from AO. After 6 or 7 washes, it stopped spinning.

After being on hold, listening to the usual covid bollocks for 15 minutes, eventually a recorded delivery message told me no one was available and to look on Youtube for a fix.

Called AO, and someone answered the phone immediately.
Told them the problem, they said they'd get Hotpoint on the line there and then on a conference call and help get it fixed.

All sorted (apart from the time she was on hold to sodding hotpoint) within about 5 mins, including me going on line while she was on the phone and picking a replacement.

They are by far and above the best for customer service of any company I deal with.

They installed a new washing machine for me and within moments of them leaving I realised water was flooding across my kitchen floor.

I rang them immediately. They said they couldn't come back even though they must have been still on my road.

The next day they said they would send someone back. My kitchen floor was permanently wet and getting worse. I waited a whole day and rang them repeatedly they still did not turn up.

Same thing happened on two subsequent days. At the time i had two very young children and my kitchen was unsafe and unusable.

Eventually they asked me to get a plumber out myself and they would reimburse me.

Turned out they had knocked out a pipe from the boiler and it was dripping.

Worst company ever and I have never shopped with them since and never will.

HaplotypeK · 17/06/2021 09:25

@Longdistance

My experience with them was also appalling, see my post above.

HeavenHotel · 17/06/2021 09:26

I think they're amazing too. Customer service out this world!!

Worldgonecrazy · 17/06/2021 09:28

Always use them.

Bought a cooker off them and mentioned in follow up survey I had noticed a dent but couldn’t prove it was there before delivery and can’t see it anyway as it’s on the side. Had a personal note from the owner and a £200 refund without asking for anything at all.

Really great customer service.

Follow up call for warranty was friendly and very understanding when I said no due to price.

My go to for all electricals including laptops and tablets.

LightasaBreeze · 17/06/2021 09:31

I think they were the only ones that would disconnect and cap of the gas for our gas cooker and install our electric cooker, most places would only fit like for like.

jennyfromtheblock22 · 17/06/2021 09:32

Hhmmm. We got a washing machine from them two weeks ago. Delivered and fitted but the guy fitting it pushed it in with his knees and put two dents in it. They then opened the back door of their huge van and bashed the door of a van in our drive (plasterer who was doing work). They replaced the washing machine but no reply to email about the dented car door.

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