I have used AO almost since the day it started and it used to be great. This time? It was shambolic. I ordered an oven and hob and when I got to the basket, it asked if I would like my order to be connected. I said yes, and also for it to be taken away. I paid extra for 7-12 delivery slot. On the day, I kept updating 'track my order' and the expected delivery time kept on getting later and later. At one point, it said it was going to be between 11 and 3pm. I was worried I wouldn't make my afternoon work appointments, so cancelled them. Then I suddenly got a call at 11.15 to say they were 5 minutes away. When they arrived they said I had only asked for the oven to be fitted, not the hob. I pointed out that the website was misleading (as well as the tracking system) and perhaps they could refund the amount I paid for an early slot or use it to pay for the hob to be fitted. But the driver insisted he didn't have time to fit it. He took exactly 6 minutes to fit the oven - at a cost of £115!!!! And the hob would have taken no time at all to fit - in fact, he spent more time arguing with me about it (and calling HQ to ask them what to do) than it would have taken him to do the job. He told me he was just 'following orders', but I heard HQ ask him if he had time to do the job and it was him who said no. So now I have to pay even more for a local electrician to come and fit the hob. Not what I expect from AO at all.