I ordered a new Neff integrated larder fridge and agreed a delivery date .I experienced Good communication and customer service experience until agreed date of delivery . I also paid additional money for their recycle scheme of my old fridge - so I received a request to empty and remove my old fridge and make sure it was outside and dry before collection .I did as requested and my agreed delivery date was Friday 10 th January between 12.45 to 16.45 and they stated the delivery driver would text or ring 30 mins before delivery .My food was in shopping cool bags in the coolest place I could find in the house .I did not receive any contact from the delivery driver so at 16.30 on Friday I rang AOL customer services .They assured me my fridge was being delivered that day by their own delivery own and that I should have received a late notification email with a new time slot of between 19.00 and 21.00 hours .I said that the late time slot was not a problem but I was keen to get confirmation that the fridge would be delivered as I didn’t want all my fridge food and meat to spoil .I did not receive any late notification email .The call handler was laughing throughout the phone conversation but assured me I would get my fridge delivered later that evening .At 20.02 I received a text message from the delivery driver stating he was sorry he missed me and also an email . I was unable to ring him to ask why he wasn’t coming when we were waiting in for him .The delivery man lied as we were in and have full 24 hour recording HD cctv cameras all around our house and garden as well as ring door cameras . I checked all activity 20 mins before the text and there was no van attempting to deliver anything to my home .I was livid and rang the AOL office phone number again but the office was closed .It was too late to try to arrange with neighbours to store my food and I was working very early and full days on Saturday and Sunday .AOL left me without a fridge as my old was was outside awaiting their collection from Friday lunchtime and it was too unsafe to try to drag back inside and use as it was wet and frosty .All my perishable meat and cheese I have had to throw away as it went rancid over the weekend .I then rang AOL first thing Monday 13 th January morning when their offices opened to make a complaint as I was livid because of their breach of contract and my loss of food and money .They could offer me no explanation and said it would be dealt with internally but their company policy was that they would not share the outcome with me .I told them this did not improve any trust or confidence I had in their company and I cancelled my order and asked for a full refund. Customer services did process my full refund however would not offer any compensation towards my costs for my loss of food .I said it was my first and last experience of using them and I would NOT recommend their company to any of my family and friends . Steer clear .So after lodging my complaint and cancelling my order and receiving a full refund I ordered the same new fridge for slightly cheaper using Marks electrical online who I have used before.My new fridge arrived today within the agreed time slot and I am waiting to finish its installation so that I can clean it and then switch it on and use it . NEVER again AOL will you get any custom from a very dissatisfied nearly first time customer
