“Ordered two parasols. Colour was not representative of that advertised online and both were too big. Offered 10% to keep them but asked to return. Although one of their shops is only 1 hour away from me, you are not allowed to return in person. Advised to use courier which would cost half of what I originally paid to return. Appalling customer service, only wish I had read reviews before purchasing. In an age where buying online is on the increase, they need to sort out their returns policy and customer service otherwise they will cease to be trading in the near future.”
“Im 72 so not the greatest with online I had to replace my metal shed with a metal shed, the advertisement was metal garden shed, reading the specification it reads along the lines of strong metal frame with weather resistant plastic, right a the very end it reads material (metal pp)
What turned up, should of been advertised as a large plastic storage box, as the percentage of metal was no more that 2 percent and there wasn’t any strength in anything
When I contacted them to take it back as it wasn’t any use to me, at first the refused but offered me a discount, again I explained I couldn’t use it, I was informed, I would have to pay the cost of returning it and be charged 10 percent for opening the box!!, DO NOT Buy a shed from them the product isn’t as advertised, is bad quality and customer service is a joke, Total CON”
“there was a fault in that the item in the box was the wrong size.
Aosom staff dealt with the problem with courtesy and (as the item was now out of stock) reasonably speedily. in due course the replacement arrived and I am now a happy apple!
thank you Aosom.”
“Over priced goods, poor quality. Zero customer service as they protect them selves with a six month warranty.
Not interesting in helping replace an investment garden piece.
Nightmare company”
“Big mistake to buy from this company! Ordered a pergola, over £500, decided when it arrived it was too big for area so contacted about return...... OMG, they definitely don’t want you to send it back! Offered me 10% refund to keep it..... no thank you, told you can’t use it. So make your own arrangements to return it and pay postage. It weighs over 55KG and and costs hundred of £ in postage.... the company they recommended we use does not handle products this size or weight. Tried to contact them to resolve and even though they apparently do an on-line live chat, it does not connect to anyone. Emailed them asking who they used to deliver and why they can’t arrange collection and they just said try DPD or someone else.... hundreds of pounds for return. Joke! Not letting this go, I’ve not even opened the box to see what’s inside. Terrible customer service, they really don’t want to know after they have your money. DO NOT BUY FROM THIS COMPANY! Wish I’d read the other trustpilot reviews first!”
“Ordered a parasol and base. The base is not compatible! We have not been able to get through to anyone. We have been asked to provide pictures which proves the replies to emails/forms submitted regarding returns are all automated as they assure you, they will contact you back within 24hours. We have paid £60 for a base and cam not get another one until we have received our refund. Poor customer service.”
“Customers receiving dangerous and faulty goods. I am waiting a refund. Do not phone this company you will be charged for being on hold and you don't get through anyway. Customer service is non existant once you have purchased.”
“Avoid this company!!! There customer service is absolutely awful. I ordered 2 items. Received one okay (even though it's awful quality) but I havent received the other.
They do not reply to messages, emails and do not pick up the phone.
I've had to put a PayPal claim in but they have added the tracking for item that has been delivered.
Not impressed!
😡”
“Ordered an Outsunny Pergola which arrived quite quickly. The box was damaged but, as far as I could tell, the internal contents were ok. However, after opening the box and inspecting the items it became apparent that one part was badly dented. As a consequence I filled out their damage report form online and sent photos - no response. Did it again two days later - no response. Tried to phone - no response. Tried their chat line - no response. After four days I get a response from their chat line (not sure how that works) saying I haven't sent photos!!!! Respond saying I have twice - no response. Fill out their on line damage report form again and attach photos again - awaiting response? Received request from Aosom asking me to review their service - unbelievable! Give them 1 star (grudgingly - should be 0) on their website and Trustpilot. Complained on their FaceBook page - no response. THIS COMPANY JUST DO NOT CARE ABOUT CUSTOMER SERVICE. ORDER FROM THEM AT YOUR PERIL.”
“Bad bad bad!!!! Damaged goods received. Have tried all week to contact them. Sent emails, completed their on line forms - twice, sent photos. Their "chat" is off line. Tried calling and being on hold for hours with just automated recording, tried leaving a message but their mail box was full and I was cut off the call. Spent £250 on a polytunnel - now want a full refund. Poor quality, non existent customer service. Going to Trading Standards. Think its a scam. DO NOT BUY FROM THIS COMPANY”
“First time ordering garden furniture prices were good compared with garden centres and delivery was free and amazing two days delivered . Putting together was OK everything marked up so just a matter of thinking it out first then it all came together”
“Have spent all day trying to speak to someone at Aosom and nothing. My goods have not been delivered by Yodel ( who say they've sacked the driver) and Aosom need to resolve. So I have paid hundreds of pounds for furniture that I have not received and they shoukd resolve this with Yodel and send replacement goods. But nothing”
“I had bought a fitness stepper from your website and the item in question was dangerous and faulty. While using said equipment the bottom metal plate snapped which could have led to having an injury. The customer service team you employ are awful and uncaring. I am still waiting for this item to be picked up by your delivery team and i am furious that a customer like myself has been treated so awfully. Lie after lie is all i hear from your customer service team disgraceful and will never be buying anything else from your website.”
“8 march ordered one sun lounger to make sure i liked it. I did. Tried to reorder 12 march, price had gone up by £30. Customer service....waited 18 minutes fir phone to be answered. No flexibility on price of reordering the same item and charge me to return the one I have. So now stuck with one lounger. Disgusting way to do business. Will never use again.”
“I would like to say that after a few unfortunate problems Aosom
have come up trumps and i am dismayed to see so many negative statements. Delivery was quick and so was the solution.
Thank you”
“Dishonest and unhelpful. I bought a chair from them that on a picture looks like a luxury purchase. I took it over a month to arrive, but I get it - no one was ready for brexit, not even the government of the UK. So I waited, then when it arrived and I put it together... I was shocked how uncomfortable it was. The massager was digging into my body, the seat was too long, back support too short and unergonomic, armrests so far apart you can't really work and rest your arms. I tried to adjust the height of the back support to make it slightly more comfortable, but then the whole chair was super wobbly and the moment I put some pressure on armrests - it went right back down.
But ok, bad product is not the end of the world, I usually manage to figure it out with the customer service. In this case I waited 8 days for an answer, which I only received, because I posted a negative review. A review that was not posted at the end and what I found out was that they added about 7 more fake 4/5 reviews to up an already bad rating of this chair.
So I'd say stay away. Buying with big selling platforms is better than those guys, at least they always try to resolve the problem and they do not fiddle with their reviews - that one thing you can use to make up your mind when online shopping. I am seriously appalled by their conduct...”
“Bought a greenhouse, only the base was delivered, after constantly trying to contact them I wrote a negative review on them. They responded almost instantly, and within 5 days I had my greenhouse.....no, not quite some essential fittings were missing, so they offered 20% refund and no more contact, I said no I want a full refund and they can collect the greenhouse....I havn't heard from them since. I have requested a chargeback on my creditcard.”
