Boots Kitchen Appliances Reviews 360

I purchased a fridge freezer from here believing I was ordering from Boots - a brand I know and trust. My old appliance was taken away yet when I opened the new one I found the back of it severely dented and scratches in the glass shelving. I had clearly received either a returned one or factory second. Imagine my surprise when u rang the helpline to find I was actually dealing with AO - a company I had never heard of and certainly would never have ordered from. I was told that someone would call me back. I explained I had an appointment at 3.30pm and was assured it would be before then. I actually received the call at 4.30pm when I was at my appointment and unable to answer. I am now trying to get through to the number they left but have been on hold for over 30 mins. In the meantime I have no fridge freeze. AVOID AVOID AVOID

This is a warning to anyone considering buying from AO.com, CDA, or Boots Kitchen Appliances—especially AO.com. I will never give these companies another penny of my money, and I strongly urge you to think twice before you do.
I purchased a CDA wine cooler, the so-called "Nancy" freestanding cooler, from the Boots Kitchen Appliances website after trusting a glowing review on Which. Little did I know, AO.com actually handles the orders for Boots, so my contract is with them. From the moment I unpacked the cooler, it was a disaster. I followed the instructions to the letter, waiting the required 24 hours before plugging it in. As soon as I did, I noticed two glaring problems:
1. The interior light didn’t work.
2. The compressor was obnoxiously loud.
This cooler is clearly defective—a cheap, poorly made piece of junk. I immediately contacted AO.com to explain the issues and make it clear: I want my money back. I do not want a repair. I do not want a replacement. This is a defective product, and I have no faith in its quality.
But instead of resolving the problem, AO.com stonewalled me. They outright refused to issue a refund unless I agreed to have CDA send out an engineer to inspect it first. Let me repeat: They want me to wait for an engineer to come and "fix" a brand-new product that never worked properly in the first place. I don't want it fixed—I want it gone!
And here’s where things got even worse. They informed me that if the engineer determined it could be repaired, I’d be stuck with this lemon. So, within 48 hours of buying this garbage, I was forced to choose between throwing away over £100 or rearranging my entire life to wait for an engineer who may or may not even show up. That’s not to mention losing income from taking time off work for this pointless charade.
When I expressed my frustration, the customer service representative from AO.com smugly told me, “You should have read the small print.” Excuse me? Who reads every single line of fine print when making a purchase? But you know what? Here’s some big print for everyone to read: DO NOT BUY FROM AO.COM. If something goes wrong, you’ll be trapped in a nightmare of wasted time, lost money, and zero accountability from this company.
This entire experience has been an exercise in frustration and betrayal. The product was defective, the service was insulting, and the policies are downright exploitative. Avoid AO.com, CDA, and Boots Kitchen Appliances at all costs. You’ll regret it if you don’t.

I ordered a Candy dryer and washer July 2024 via Boots Appliances form AO, the washing machine leaked straight away, an engineer's visit confirmed it had a hole. I was offered a replacement, I wasn't keen to have the same make but as AO would not take the dryer back(I wanted my dryer and washer to match) I agreed to have the same make replacement. The 2nd machine also was faulty confirmed again by an engineer as having a hole in the drum. Today 2nd November 2024, I took delivery of a 3rd Candy ( a different model) Washing machine replacement and it is also leaking. The AO delivery guys were amazing who came back to check and confirmed that this time the door is leaking water.
They spoke to the depot who offered to take the machine back but asked me to call customer services to arrange the dryer also to be returned. (bearing in mind that I haven't been able to use the dryer because I cannot do my washing). I have now been told that they may consider taking the dryer back but may not refund me fully, because its been so long since my order. No mention that they are sorry that I have not been able to wash clothes at home.
I have spend 6 days waiting at home for delivery, collection, engineers, I have made several phone calls, all taking ages whilst they decide what can be done. I would give my delivery guys top marks and customer services being helpful but only after I insisted that I did not want an engineer from the manufactures again to confirm the obvious fault in machine. I have been on the phone holding for 32 minutes and counting. I have just been told they will not take the dryer back, since its out of time even though I cannot and have not used it due to the washing machines not working.
I have no idea what to do now, totally frustrated and disappointed.

I recently purchased an under counter fridge which was delivered to a third floor flat... only to find it was the wrong design and not possible to fit. The delivery team advised me what unit I need to purchase instead, which I did over the phone easily. The swap was made, I was refunded the difference in cost of the units... and the company didn't even charge me for the delivery of the wrong unit (which would have been perfectly reasonable given it was my error). A surprisingly great customer experience! I've used this company many times now to order white goods and won't go anywhere else.

Totally recommend boots kitchen appliances, have used them several times now and will continue to do so every time!
Customer service is fantastic, delivery is much cheaper than on AO site itself and other competitors. Very informative about delivery times, drivers give you a slot as early as they can. Every time I've had a question you get a quick response over email or phone. I had an issue once and Boots went above and beyond to allow us to get a replacement dishwasher much faster because we have a baby. Highly recommend. Great prices, service and products. And you get mega points on your boots card for makeup!!! ;-)

Purchased CDA ECH63SS chimney cooker extractor to replace prior model from Boots /AO It is absolutely dreadful. The extraction hose is cheap and flimsy. The chimney will not sit smoothly onto the unit as there is no lip to seat it and hold it in place . Unless your walls are perfectly straight and smooth it leaves a gap. It is horrendously noisy even on the lowest setting it sounds like a jet engine. If I had not thrown away the packaging it would have been returned. PLEASE DO NOT BUY. 30

Was very pleased with the appliance. Delivery arrived late but that was the couriers fault more than Boots. Would have been 5 star if it wasnt for the mess up with the delivery.

Well I was quite worried after reading the reviews! The customer service was lovely and told me my delivery time and the the delivery people were also very good rang me to let me know how long they be and manage to take my old appliance’s out and fix my new one in with no problems and it works absolutely fine. Am very happy with this service, if I saw the review before I order this I would of not order at all.. in a way am glad I didn’t see them, even though it worries me abit .. have to say from my own experience it a 5 star all way through. Very friendly and very helpful and all is good.

AO Retail Limited run the Boots Kitchen Appliances website.

I bought a rather expensive combi oven from them, which turned out to be completely useless - couldn't set oven temperature, grill or microwave power.

Their customer "services" washed their hands of it, telling me that my only option was to pursue it with the manufacturer. They did not solve the problems.

Had to take AO Retail to county court, and eventually got my money back after two months of otherwise being ignored.

Very difficult company, with customer services that play hardball with everything. Will definitely never use AO/BKA again.

UPDATE 2024/02/25: Although I got most of my money back, they still have not paid the full amount of the claim. This is a truly dreadful company, that I urge anyone who values (a) their money and (b) their sanity, to AVOID.

I would like to give update on BOOTS KITCHEN APPLIANCES. After taking advice from citizens advice they told me if you order from boots and you pay boots your contract is with boots. Apparently not. Boots say we will take your money but then its down to A.O. A.O. will let you pay to have you machine fitted (£25) fit it wrong and flood your hallway then when your machine leaks again A.O. will then say its nothing to do with them or Boots sort it out with manufacturer. This is a true account and on going and I hope it will help others and not go thru what I'm going thru. Thanks

BTS1140794
Still no cooker.

Received a call today, to state that the cooker that was due to be delivered today (that was in stock at the time when I was given the delivery date) is now out of stock and I will receive a call on 16 Jan 2024 to let me know when it will be in stock. I was told I could not get any form of compensation until my journey ends. My journey began when they took my money and that is where it seems to have ended

****PLEASE DO NOT USE THIS COMPANY******

Previous Review;
BTS1140794
Purchased a cooker online on 3 December 2023, delivery date scheduled for 15 December 2023.

I called last week to confirm delivery. I called on 15 December and was told it will be delivered today. 20 minutes later got a call back to say that cooker had not been booked on the delivery van in time (despite receiving a text message yesterday confirming the delivery for 15 December). The customer service operator, mentioned that the cooker is out of stock and will have to wait until 31 December 2023 for the next delivery. So my cooker was never going to be on the delivery van if it is out of stock.

Very disappointed, no accountability for their mistake. Not sure how I will be cooking my xmas dinner for my family.

We ordered a £500 dishwasher from Boots around a year ago. The dishwasher is broken and we have been waiting weeks for it to be repaired. After about 15 phone calls over several hours, between Boots and Bosch, we have been offered a replacement. The issue being that Boots have now said they want us to pay £150 to install it! Hopeless, avoid! The dishwasher is only a year old and wasn't cheap. I can believe Boots want to charge us to install the replacement and take the broken one away!

BTS1140794
Purchased a cooker online on 3 December 2023, delivery date scheduled for 15 December 2023.

I called last week to confirm delivery. I called on 15 December and was told it will be delivered today. 20 minutes later got a call back to say that cooker had not been booked on the delivery van in time (despite receiving a text message yesterday confirming the delivery for 15 December). The customer service operator, mentioned that the cooker is out of stock and will have to wait until 31 December 2023 for the next delivery. So my cooker was never going to be on the delivery van if it is out of stock.

Very disappointed, no accountability for their mistake. Not sure how I will be cooking my xmas dinner for my family.

Recieved new dishwasher 6th Dec, plumbed in 7th Dec , turned on to test machine, water started to appear from underneath, I switched the electric off pulled the dishwasher out, the water was coming out of the black sealed unit underneath not the back near the hose or drain pipe the actual black sealed unit , called boots appliance customer service to be told an engineer will have to come out to access the issue and I can have a repair if it's a fault with the machine, I told them I do not want a repair I wasn't told I can have a refund it all depends on what the engineer says, day off delivery as I expected to do now a day off for the engineer, this has been the worst experience with a faulty item I've had.

Horrendous Experience Best Avoid ! Unless you want a fridge / freezer not properly Integrated by that I mean Not Installed Correctly/ a damaged external fridge door handle, and a failed 2nd appointment to turn up to fix their £100 Installation Mess !
Tried requesting a full refund due to loss time off work and their Incompetent Mess from the boots CEO Sebastian James just didn’t want to know, tried blame game of AO, who are contracted to Boots.

Boots/ AO.com delivery is absolutely useless. They say slots are available but on two occasions they have failed to keep to time slot, advising the driver has exceeded driving hours ??? If they know hours will be exceeded by 17:30 why do they say they will be delivering by 18:45.
I’m convinced they say they can meet delivery times, just to get your money………then you’re stuck with them.

I decided to buy a Russell Hobbs RH180FFFF55DS. fridge freezer from this company "Boots kitchen appliances". They sent me the first device in perfect working order, except for the light inside. I emailed them and complained about the problem. They sent me another light bulb. It didn't work this time either. I sent them another email, explaining that the problem was not the light bulb, but probably the switch. Instead of changing my switch, they chose to change my entire device. I spent another week without a refrigerator. I got the second one. The light worked, but the fridge - freezer was dead. I asked for the refund and I will never buy from them again. I don't recommend anyone do it.

Good range on website but website is not very good at all.
Looking at tall fridges / fridge freezers most if not all only have one picture on the product page, and you can't even magnify that to see close up!

... but on AO website they have lots / can magnify them!

..... (Boots Kitchen Appliances is powered by ao.com)

Terrible, ordered a fridge freezer and they cancelled the order due to a 'pricing error', not acceptable at all. No gesture of goodwill.

Awful Customer Service
Ordered a Fridge Freezer on arrival doors couldn't be switched due to "special tool" which the drivers aren't given. Even though the write up said they could be switched from right to left. The drivers had already started to attempt it.

Decision was made to return the Fridge Freezer - spoke to customer service via "drivers" phone and was promised return in 3 to 5 working days. Contacted them today to be told that the order hasn't been cancelled. I placed the order in my name and email address on behalf of my mother (pensioner) but using her debit card. They won't process the refund unless they talk to her even when I have explained that she doesn't like doing things like that, hence I placed the order.

If you want to help older members of your family I don't suggest using this company.

Now having to fight to get the money back.....disgusting way to treat the older generation.