“I purchased a desk and a chair for my new Office and both came damaged and with assembling issues, including wrong/missing parts. The customer service is fast to reply, but communication is poor, and they keep trying to push their "solutions" instead of solving the problem. I spent 2 days of my holidays waiting for a promised courier to collect the products, and the courier never came. No respect for the customer. In the end, I got the refund for the desk after almost one month and had to throw out the products by myself. Never again.”
“I ordered my parcel in the 11th of November it was supposed to come in 3 days so that means 14th November. Its now 30th and I still haven't received anything. I called so many times and they assured me that the delivery will be coming on the day I called, I took days off to wait for it and nothing came. Called again and the same situation happened. I'm very disappointed in their costumer service as it seems they don't communicate to each other and maybe they didn't call the depot and didn't even aks about my parcel, I even asked give me the contact so I can speak to them directly but she declined and said its not possible. I could give no stars if I could.”
“purchased a three piece patio set described as rattan when it arrived it was cheap plastic bracket missing all fittings leave gaps tried to phone no answer do not answer e-mails I'm writing to oft this is clearly described as rattan on their site and is plastic this is illegal and I won't let it drop this company needs investigating pitty no zero stars”
“Terrible company and Outsunny garden swing appallingly bad quality. Do not use this company, do not buy Outsunny garden swings.
I paid a lot of money for an Outsunny triple garden swing seat. After a few months of use both the canopy brackets snapped and all Aosom could do was say buy replacements on line when there are none of the correct design on line and I kept asking where I could get them from. So I could not use the canopy.
This week the entire bottom of the seat canvas ripped whilst my son and one year old grandson were sat on it, throwing both of them to the floor. This could have been a serious fall for my grandson. All Aosom are saying is because I bought it last June they will not do anything about it - but it was stored in the garage for the whole of the winter.
Terrible responses from this company, simply washing their hands of a very inferior Outsunny swing.”
“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”
