Boots Kitchen Appliances Reviews 360

I had a Washing Machine delivered today. The two young men were so polite and kind. Nothing was too much trouble for them. I'd give them 10 Stars if I could. Well done Boys.

I ordered a fridge freezer from Boots Kitchen Appliances for £800+.

It arrived in an AO van. The two delivery men had to unbox it to fit it through my door. As they removed the box one of the door handles fell out. Upon seeing this the delivery men inspected the product further by moving some of the polystyrene protection. It soon became clear that the appliance had what could only be described as a 9 to 10 inch gouge to the top corner/side/front to go with the snapped off door handle.

The alarming thing was that had the box fit through my door I would have been non the wiser until the delivery men were back on the road. Another concerning thing was that the polystyrene packaging was perfect and untouched on top of the damage. It seems that someone had packed the product and sent it on its way to my house with this obvious damage!

The delivery men (who I couldn't fault) then rang AO customer service who were really polite but explained that as I had purchased through Boots I would need to contact them. I then rang Boots to speak to a lady (can't recall her name) to be offered 5% off if I kept the appliance which I declined immediately. After some deliberating on Boots side the lady then offered me a 10% discount, however she seemed quite reluctant - remember it had a snapped off door handle and a smashed in / deep gouge to top corner, side, front and I hadn't plugged it in to see if it worked or not. At this point I explained that her offer was insulting and that I wasn't willing to continue with a conversation that she had tried to turn into a negotiation it seemed. I then asked the delivery men to load it back onto the van and take it back to the warehouse / tip for recycling.

I now have to wait for 3 to 5 days from my money back and have bought the same model from Currys but had to stump up an extra £30 for next day delivery as I am currently without a fridge or freezer so need it ASAP.

Awful! Washing machine less than 24 hours old, it’s broken, no replacement, no refund just a goodwill of an engineer in 10 days time!!! Never shopping here again!

UPDATE: AO have replaced the Washing Machine after a lot of negotiations via email and phone calls over the weekend. Although this has been rectified I am disappointed that I had to fight to get a replacement and have not been compensated for the stress and hours of back and forth with what should of been a straight forward process.

Don’t touch with a barge pole! My freezer under 3 months failed and couldn’t repaired, so far so good. Boots customer services (fulfilled by AO) couldn’t offer a like for like exchange, instead offering me one that I had to pay an additional £120 for (I’m single and don’t need 260l freezer space!), then one that wouldn’t work in the garage, and then despite knowing I was disabled offered me one that wasn’t frost free with the assurance I would find little difference these days between it and a frost free freezer. I was also told that the loss of food would be covered giving me an e-mail address to submit my claim, they came back to me saying they wouldn’t cover it after all. In desperation 10 days later, I requested a refund which they processed and only after told me the refund could take 5 working after the appliance is collected. In a world where instant payment is normal, I want the interest!. Collection organised for Sunday after 12pm, i got a phone call at 9am saying they were 10 mins away! Giving the OK I wait, only to get another call to say they couldn’t collect it after all since the lorry was full. **** they knew they were picking it up and it was only just after 9am! I am then told there are no other time lots available and have to commit to yet another day. So now its supposed to be Wednesday and I’m unlikely to get the refund for 3 weeks after the date i notified them that the freezer had failed. I can’t order a new one until then and so will be without a freezer for a whole month. All 10 members of Boots customer services i dealt with were polite, ineffectual and beyond frustrating to deal with, there is no escalation route.

Received an email from this company through Trust pilot, looking for more details about my previous review on the 18-11-22. That was on the 04-01-23. Having submitted the requested details, I still haven't heard from the company. Very disappointed.

Absolutely appalling service. Please avoid at all costs.
I first placed our order on 14/01/2023 for a HOTPOINT tumble dryer, I received a phone call the day before the delivery due date to say my item was out of stock and was sent unsuitable alternative replacements so we waited until the next delivery date and then the same thing happened again.
I phoned the company myself today as I checked AO.com, (the supplier for Boots) and the tumble dryer was in stock so I have arranged delivery for 8/2/2023.
I asked about compensation and I was ignored. I asked if I can have a specific time frame for delivery considering how much we have been messed around and I was told of course, for an extra £25.!!
We went with Boots as we thought they were a reputable company. Never again.
Reference- BTS9105078

Diabolical service. Ordered a dishwasher. They delivered it, broke the top of it while carrying it inside and didn’t connect it properly. Contacted them again as it wasn’t working. They sent a Bosch engineer who said they had got the whole connection wrong.
Contacted them again, promised to bring a new one. They turn up and say they can’t connect it because there is something wrong with my plumbing (that was never raised on the first or second visit). They offered to give me a miser £30 to compensate me which is ridiculous considering they battered my machine and never connected it properly. Never ever again

I have only given 3 stars for a reason, ordering and delivery we had no problem with but I am still waiting for the points to be added to Advantage card. I was told this would happen within 14 days of delivery it is now 21 days since the washing machine was delivered. The phone number doesn't connect and I just got a reply from the online form to say they needed my kitchen card number whatever that is. I gave them the order number so you would think it would be easy enough to sort it out from that. Not happy
Update to this review I eventually got through to a very nice lady on the phone, she filled an online form out whilst I was on the phone and sent it through to the relevant department and I had my points within 24 hours so the problem is now resolved. So I have upped my rating from 3 to 4 stars, If it had been sorted sooner I would have given 5

Eventually I was able to get our issue resolved (3 month old Samsung washing machine with defective drum) with superb assistance from an extremely proactive lady (Sam), thanks for the determination and professional stance from the outset, you are a credit to the company.

Sold us faulty Samsung fridge. No compensation offered

Sold a cooker hood for £600 which required a kit for £150 for it to work. No mention of it in the installation instructions. Merely stated carbon filters are required( about £20!). After several workmen trying to ascertain what was required, several calls and emails to both the manufacturer and AO Retail Limited (a private Limited company), who appear to operate under the name of Boots, the best they could offer was for me to return the product. Shocking customer service.

I ordered a fridge freezer from Boots - there were issues with the size and a different one was selected. The process, customer services and delivery were all very good. I have to give a special mention to the delivery guys (and sorry I didn’t get their names) as they were so patient and helpful. New fridge freezer looks great!

Easy to place order online for a new washing machine. Staff friendly and helpful. Kept informed about delivery with link to haulier on day of delivery to track it. Would have given five stars but earliest delivery was 15 days from placing order. Wanted that particular washing machine so was prepared to wait.

New larder fridge ordered. Delivered and after waiting a number of hours, it was switched on and filled with the food items from the old fridge which had been taken away.
Next morning the butter in the top of the fridge was liquid and the fruit and veg in the lowest compartment was frozen solid. A thermometer showed the top shelf at 22c and the bottom most at -15c.
Contacted Boots straight away and an engineer came out a week later. He was at a loss as to the cause of the fault and, believe it or not, recorded it as "No fault found". Not really surprising as he didn't actually look for one. B & R Services please note.
Consequently, despite the fridge being useless and is now standing in the dining room doing nothing. Boots, AO and Beko refuse to refund my money, falling back on the engineers report.

Another great job by Boots Kitchen Appliances. Had a Washing machine delivered and fitted a month ago and today they came back with a Dish/washer. The driver called in advance with a precise time. He disconnected the old one and connected the new one Another great job ! I can't thank BKA enough. Placed the order on Wednesday and delivered on Friday ! Super service. Thank you !

Ordered a new range cooker after ours gave up the ghost. Was delivered within a week with great service from the installers (Kieran & Gary).

Bought a Samsung cooker hood a couple of months ago along with loads of other items for a major kitchen renovation. Got to the point of opening the box and glass poured out. There was zero protection around the glass panes and when querying this with boots the claimed the photo of the box being delivered showed no damage and because I'd reported it damaged rather than faulty, there was nothing they could do. Despite the law stipulating 6 months as the period that goods not being in a reasonable working order should be repaired or replaced, they're having none of it, despite me showing them legal evidence that they should be honouring this timeframe. But told me they were really sorry (as if I care) and that if I'd told them perhaps only a few days past their deadline they'd have taken pity on me. I'm £800 out of pocket and they just don't care, and invited me me to claim on my own contents insurance to cover the cost and/or escalate through Mastercard. Absolutely livid.

AVOID, AVOID, AVOID.

Note this is a genuine review. Beko dishwasher failed, already had two engineers visit. It lasted only two years. Boots offered to replace it earlier this year, but withdrew the offer when the pump fault occurred and I called to accept their offer. Order Number: BTS8882672 Boots Kitchen Appliances

Bought a Samsung fridge freezer, on the 09th of October. It was delivered on the 11th of October. Fantastic service. HOWEVER. The electronic control inside the fridge does not work. I am now trying to get hold of customer services on their 0345 number. I am 75th in the queue, and will take 65 minutes to answer. What a joke. Come on boots. Why not provide an 0800 number.
Do you really have that many problems with your appliances, that customers have.

Bought a washing machine. It is all good and phones are answered in no time but if there is an issue phones are never answered. I spent two days holding each time for over 45 minutes even though the recorded message said 15 mins waiting time. Ended up reading sales team after numerous failed attempts lady promised manager will ring back. AO company just using the Boots Appliance name to get buisness but there is no customer service. I was told this Morning there are only nine customers waiting to be connected to AO customer service and had 65 staff to deal with nine customers. Obviously it is deliberate not to answer the customer calls with issues. I am waiting for the call from the manager promised by member of sales team.Fingers cross. Extremely bad customer service/after care.