I ordered an American Fridge Freezer on the AO website including recycling & Installation. I advised AO that there were over 11 steps to my property. My delivery was scheduled for 7.00am today so I got up early to prepare for the delivery. I had to clear various pots and obstructions from the front steps and empty the fridge freezer in readiness for my-new appliance. The driver duly arrived around 7.20am came into my property opened the doors of my existing appliance and stated that he would not be able to take away my Frost Free Fridge freezer as the internal shelves were frosty! It was a little bit of condensation where the appliance had been turned off but was still cold. He took pictures and said that he would call Driverline who I assume is his agency that they work for. He said that the doors needed removing and would get his tools. The driver returned ten minutes later and said that he had carried out a risk assessment and was declining to deliver my new appliance as it was too heavy to carry up the steps without risking damage to his and his colleagues back. I pointed out to him that it is considerably lighter with the doors removed and that it was the same weight today as the day I ordered it and the steps were declared at point of order so what had changed? He said that they were self employed and were not interested in doing anything that could potentially give them a bad back. Unbelievable why are AO using random driver agencies who employ anyone they can to work for minimum wage on zero hours contracts which lead to this level of service as no one is invested in representing the company they are delivering for. Absolute shambles. In response to AO,s comments I would say that I completely understand that the drivers do not want to put themselves at risk,but would ask why you took the order in the first place which has caused me a lot of inconvenience and stress. I stated clearly that there were over 11 steps you knew the size and weight of the fridge freezer and took my money? I have lived in this property for nearly forty years and have had many appliances delivered without a fuss and would ask does the current attitude of your agency drivers mean that your company will no longer be in a position to service any future requirements that I may have?