I ordered a fridge freezer. The self-employed delivery drivers turned up on time but refused to deliver to my flat unless I accepted liability for any damage to either the appliance or themselves. I had notified AO that I lived in a flat and even the number of stairs/flights when ordering. I cancelled the order immediately. As they had removed the appliance from the van, presumably as they assumed that I would accept unlimited personal liability, they had to put it back on. I ordered from John Lewis instead who took maybe 10 minutes to deliver, install, and remove my old appliance. Only positive is that the refund was processed immediately by AO.