Stuart Clements ´s profile

Reviews (1)

ao.com

Fantastic pre sale and delivery service....awful post sale attempts at insurance sales

What a shame this company feel the need to spoil an excellent online ordering and delivery service with ham-fisted arrogant and insulting attempts to sell you their extra insurance cover. The phone calls I received regarding my item varied from after 3 mins asking for my sort code and claiming I had agreed to taking out their insurance.....I hadn't! Another customer service advisor (!) didn't even know if my item had been delivered although this was beaten by the one who phoned and try to sell me their insurance before the item had even arrived...'for peace of mind during transit'!!!!!!!
Items are great and delivery so quick but leave me alone!

16 November 2013

Reply from ao.com

Hi Stuart Clements

Thanks for your review and order number.

It’s great that you thought our ordering and delivery were fantastic. That’s great news to us as we pride ourselves on providing an excellent service. We work hard to ensure our website is easy to use so your online experience is a positive one. We also like to make sure the delivery is as smooth as possible, which is why we contact you to confirm all the details when an order is placed online.

However, I’m really concerned to read your comments regarding our after sales calls. We contact all of our customers to offer additional cover on some appliances to extend our services. We strive to ensure every call complies with our high standards and expectations and I’m so sorry this wasn’t the case. We expect all our staff to be friendly, polite and well mannered. I’m sorry if these calls caused any upset, I can assure you this wasn’t our intention. All our calls are monitored and I’ll ensure this is looked into.

We take customer feedback very seriously and while I’m glad you had a good experience in every other aspect, I’m saddened everything wasn’t to your total satisfaction. I’ve passed this on to our Quality team for investigation. If you wish to contact us again regarding this, or require your details to be removed from our marketing, please email us at customerservices@ao.com and I’ll be happy to respond further.

Many Thanks
Lesley – ao.com

Stuart Clements ´s profile

profile image of Stuart Clements
Stuart Clements
Reviewer
United Kingdom

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