We bought a washing machine from ao. The staff refused to install it on arrival. There reason being they weren't there to do any plumbing work, only fittings. They left without even taking the old washing machine in case the pipes leaked once the machine was detached. These are the pipes that would have possibly leaked had they actually attempted to install the new one of course. All they did was take a video of our wonderful view and left. I called customer services for advice and they asked us to get the plumbing work fixed and their men would come back to fit the washing machine back in. I explained it was my sons first birthday the following day and I really needed the washing machine. I asked whether they could come that day to help if I managed to find a plumber. They said I'd have to wait for days. They agreed to return the fee for installation and offered £40 towards the plumber should it go over £90 and if it's more than that they could review it afterwards. She said it shouldn't go over £90. So in good faith I accepted the offer. The only people I could find last minute to do this weren't the cheapest but I had to go ahead with it. Much to my shock when the plumber started his work, the "plumbing" part of it only took a couple of minutes. The installation part however took a whopping 3 hours. He explained to me it was highly unlikely the men from ao refused to install the machine because of the plumbing work, it was just that the fitting was a pain to do. When I showed ao the invoice they offered to raise the amount by only £20 which leaves us with over £200 bill to foot over what we originally thought. Ao did nothing but treat me and my partner with utter distain. We're just faceless customers that they couldn't care less about. They made no effort to explain to us why the men couldn't have at least fixed the door or why they couldn't take the old machine away. We've only been met with a wall. This situation is an absolute mess, it's been hugely stressful on us as new parents and it's left a huge hole in our pockets. I'd stay away from ao if you don't want to risk this happening to you.