Very disappointed with the service received from AO today. I placed an order for collection and take away service and disconnect my range cooker which I have bought from them few years ago as am having a new one being delivered tomorrow. Despite the confirmation email, text messages and even a confirmation call today. The driver came only to tell me that he is not qualified to carry out the service and will get customer service to call me to arrange. Received a call back from customer service by a woman who explained that I should have paid for a premium service for them to disconnect and take away my cooker. I questioned why this option was not available or explained at point of ordering? She didn’t know why but stated I needed the premium service. I offered to make payments on the phone to top up as I needed the cooker taken away. She put me on hold while she consulted with her manager and quickly came back to say that unfortunately they don’t offer that service anymore. I was very shocked and in disbelief. I asked for my refund as it’s now clear they are not willing to help or at least give me the service I paid for. They quickly sent an email almost immediately stating my order has been cancelled?? This cowardly makes it look like I am the one cancelled when in essence they can’t provide me with a service. No apology or explanation for this horrible experience. Will not be using them in a hurry and will definitely inform others of my experience. So now I have to organise for another company to come and disconnect and take away my dual range cooker.