I ordered a washine machine from AO, to be delivered and installed. When it arrived the installation man pulled out my old washing machine and informed me that he was unable to install the new machine as my old one was hard wired. I was disappointed obviously, but understood that he could not do it. I asked for his advice and what I could do, to which he told me that I had to switch my electricity off before I installed it myself!!!! I told him that this made me feel very uncomfortable! He made me feel very awkward. The driver asked me if I would still like the machine and I said yes, but need advice on what needed to be done, as I didn't want to have to pay a fortune out for someone to install it. I spoke to customer service who were able to give me some idea of who I would need to install the machine. After I put the phone down, my 18 month old son started to cry so i left the room momentarily to tend to him. During this time, the delivery guys brought the new machine in, dumped it in front of my oven, left my old machine pulled right out, and left the house. I couldn't even get into the kitchen, so I ran outside to call them back but they had left. I was very upset and called customer services, who were to be fair very nice about it. I spoke to someone called Terrance. A while later I was able to get the machine electrics installed, but called AO to come and plumb the machine and I spoke to Irfan, who was beyond unhelpful. "Well they're not qualified to install it so what do you expect" was what I was greeted with, missing the point completely. I asked to speak to his manager, who incidentally, never called me. Later on, I called and spoke to Genevieve. Again, initially helpful, but after a while I became less so, using the old "you should have read the terms and conditions, as we cannot install hard wired machines". I understand that they could not install the machine, the point I am making is that the delivery guys dropped the machine in the middle of my kitchen having beforehand pulled my old machine out. My kitchen really is not that big, and all day yesterday I was a unable to get to my cooker. I explained this to Genevieve - who informed me that she is senior staff, and she said "couldn't the electrician move the machine?" As if it's his job! Needless to say, AO informed me that they were able to plumb the machine the next day, I specified morning, although (of course) they could only do 3-7pm. After being on hold an average of 10 minutes a time, while staff "read your notes", I - out of courtesy - cancelled this installation and called a plumber. But as the communication is so excellent from this company at 2pm (yes one hour earlier than expected no less) the delivery driver called me to see where I was. Another message not passed on. So AO, I will never be using you again, and I have made a complaint about Irfan, Genevieve, Ngimbi and the other driver.