Aosom
Reviews and Complaints

Ordered and got the 12% discount. Delivery expected in 4 - 7 days - it arrived within 48 hours! Perfect packaging and yes, the tray is included, even though others say it isn't. No instructions, a bit hard to see display lettering, but otherwise a great deal!

I bought cat tree from aosom.It's very durable. We have adult 3 cats ranging from 12-14 lbs and 1 young adult cat that's 8 lbs. All 4 of them are on it at the same time frequently and it hasn't broken or tipped over. The heaviest fell off while rolling in catnip and it withheld him freaking out and hanging on for his life, so I don't think it'll fall anytime soon. The little bowl that hangs out on the side holds the heaviest cat with ease as well.

The customer service was amazing. We're an older couple that needed a simple shed for garden tools. The instructions that came with the shed were missing some pages; they quickly emailed new ones. Still, we had trouble putting the shed together. Turned out the doors were bad. They replaced them - again quickly. However, the shed blew over in bad weather. It's just not designed for our climate I guess. Frustrated and feeling ripped off until we got persistent follow up emails asking if the product was working for us. Called the customer service and had a full refund within 15 minutes. I would buy from them again. If you've got to buy something sight unseen, these are the people to do it with!

After receiving my beautiful new counter stools my son age 9 attempted to climb up the stool because he is to small to sit on the stool ( I have to use the foot rest to prop myself onto the stool and I'm 5.8) the foot rest broke. No injury to my son, thankfully. The wood had a bad piece of wood that could not be seen due to it being on the inside.
Called Amazon, where I had purchased the stools from, who connected me to Aosom directly. Spoke with Leigha who was very pleasant and apologized for all inconvenience. Also, gave a heart felt apologies about my son.
She replaced the the whole stool and the new stool was at my house in 4 days.
Besides for the bad wood part, the Fabrice and craftsmanship is of high quality. I have had many compliments on my new stools over the last few weeks. Definitely will buy again.

The products are OK, but the customer service I received after the purchase was outstanding! After detailing my issue with an item I bought, the CS Rep (Tim) handled the situation like a professional (and a person). No "Company-line" here or BS about "we're so sorry, but blah blah blah..." He treated me like a valued customer, which is why I'll keep shopping from AOSOM. I highly recommend this site, if for nothing else the great customer service.

I purchased a deluxe chicken coop which unfortunately was defective. This was a large purchase for me and an important one. Ian at customer service was very helpful, professional & assured me he would resolve the issue. This is a company that stands behind their product; they expedited a replacement which was promptly delivered. I could not be happier with the customer service and integrity of this company. I will be returning to Aosom for future purchases!

We have been thrilled with our experience with this company. They truly “get” customer service, and making sure our experience has been 100%! We had an issue with our gazebo that we purchased through Aosom (one of our curtains was missing a zipper...super minor, but important to us), and Heidi was more than willing to work with us to make it right. Couldn’t be happier with the level of support we received from these guys! Would recommend them to anyone we know.

I searched the web to find replacement canopy and seat covers for my swing chairs and could not find them anywhere, but i saw that Aosom sold that type of swing chair and emailed them to ask them about it. They responded so quickly and efficiently that i was delighted, even though they were unable to supply the items they did at least let me know that the covers are not produced seperately so i know not to waste time looking. incredibly fast and polite customer service, quite rare these days.

Great products and great company. Customer service is amazing! I ordered a children’s bike trailer/stroller that was on sale. The package arrived very damaged. I emailed customer service and got a quick response from someone named Timothy who handled the situation better than I expected and I received a full refund and the choice to keep, throw, or donate the product. Luckily nothing was damaged other than the box and we were able to still keep and use it. Overall very very satisfied with this company.

I ordered two patio rocking chairs on-line and right after I completed my purchase, I noticed that I could have had 15% off my purchase since I was a first-time buyer. I immediately sent an e-mail to this company and I was happy to see a response within a few hours! They agreed to refund the 15% and did so right away. I received my chairs very quickly and they arrived well packaged and in perfect condition. I love my new chairs and I am very happy with this company and their quick response to my request.

I am very pleased with this company! Me and my wife bought our 16 month old a 12v ride on jeep and it looks sweet. We had a issue with 1 part that wore out quick maybe just due to manufacturing fault not sure but they did more than fix the issue quickly, they sent us a whole new Jeep and now we have two. Wow! I was stunned. Our kid loves this Jeep and now our child on the way will have one waiting for him when he's old enough. I will be buying more items from this company. Very reliable! Thank you Aosom you guys took care of us!

Yes! I'm giving it a 5-star rating! I volunteered to assist some elderly friends who required a ramp. Initially, I found a ramp with the help of a website (as suggested by someone) but had to return it because it was the incorrect size. Then, I decided to directly visit this company's website. They made it simple for me to locate the ramp I needed and the ordering process was straightforward! Later, I discovered that my friends had given me the wrong size and it needed to be customized. However, I didn't face any issues with this company. Timothy, from the company, responded quickly and provided assistance! If I have any future needs or if someone asks for recommendations, I won't hesitate to mention their name because they are amazing!

This company has excellent customer service. It all started when the delivery person scanned my package and claimed it was delivered, but it wasn't. I contacted the delivery company and obtained a case number, then called Aosom to inform them about the situation. Aosom promptly sent me a replacement. After several days of dealing with the delivery company, their driver finally dropped off my original order. I immediately contacted Aosom to let them know what had happened and expressed my willingness to pay for the replacement. However, they informed me that they couldn't charge me and it would be more expensive to return it. Their communication has been truly impressive. Other companies should definitely learn from them, especially the delivery company.

Aosom is not the best company to deal with. I ordered a porch swing and it came in two boxes. Unfortunately, the second box was missing a lot of important parts, such as screws and bolts, which made it impossible to assemble. It was very difficult to get in touch with customer service, but after a while, I finally managed to reach them. They offered to send the missing parts, which was a relief. However, I received the box two months later, and it was the same box with the items I already had. They then told me that they didn't have the missing parts in stock, and if I wanted a refund, I had to return both boxes. Unfortunately, one of the boxes came damaged, and we had to throw it out. This meant that I had no box to return it in, and they told me that I had to buy one. We ended up using Target boxes and duct tape to package the swing, and FedEx took it. I finally got my refund, but it was two cents short, which was frustrating. It seems like they can't add or subtract properly. It may seem petty, but after this ordeal, I didn't want to pay a single cent. They should have paid me! I ordered in May, and I finally got my refund in July. Overall, my experience with Aosom was awful. They were incompetent and extremely unprofessional. I would advise anyone to stay away from this company.

I recently made a purchase from Aosom, and while the shipping was prompt, I unfortunately had a less than stellar experience with their customer service. I'm sure those who have given them a 5-star review haven't had to deal with the same issues I did. It's a gamble when you order from them - you may receive the product you ordered and be able to use it as intended, or you may encounter problems that leave you feeling completely screwed.

I recommend checking Amazon's prices before making a purchase from Aosom. As it turns out, Amazon had the exact same kennel I ordered at the same price, and their customer service is legendary.

Like many others, my kennel arrived without the necessary hardware and instructions. Without these crucial components, the kennel was just a pile of metal parts. I reached out to Aosom's customer service multiple times over the course of two months, but unfortunately, my experience was far from satisfactory. I waited on hold for over 15 minutes (despite their claim that the average wait time is only 5 minutes), and despite requesting a refund, I was unable to get any help.

If you're considering making a purchase from Aosom, I urge you to think twice. The potential savings may seem appealing, but is it worth the stress and aggravation if the product you receive is ultimately useless? I wish I had done more research before ordering from them, and I hope others can learn from my mistake. Buyer beware.

This was my first time purchasing from Aosom and it was the WORST experience EVER on the WEB! I would highly recommend avoiding this merchant and not buying from them. The merchandise I received was broken and I was extremely disappointed. I immediately called AOSOM Customer Service and even provided pictures as proof, but they tried to get away with it by proposing REPLACEMENT PARTS for US TO FIX IT! I have never seen anything like this before, especially since the product was received the same day!

Below is the email we received from AOSOM, which was a totally crazy and inadequate proposal, knowing the product was received damaged. Obviously, we refused and after a LONG and PAINFUL email exchange with the bizarre Customer Service lady, we were finally reimbursed. It was a frustrating and time-consuming process that I would not wish on anyone.

AVOID THIS INTERNET SELLER - BEWARE THEY ARE ON THEBAY MARKETPLACE and some others. I would TOTALLY UNRECOMMEND them to anyone looking to make a purchase online.

Overall, my experience with Aosom was extremely disappointing and frustrating. I hope that they can improve their customer service and quality control in the future to prevent other customers from having similar experiences.

So, I took a chance and decided to order something from Aosom.com. The reviews seemed pretty good for the product I wanted, which was a large covered run for my ducks. I was excited to receive my order quickly, but when I opened the package, I was disappointed. The product was technically what was described, a metal frame with chicken wire, but it required me to cut out the chicken wire and attach it myself with wire and zip ties. It was like a really terrible flimsy sewing project. I spent over 16 hours trying to make it sturdy and usable, but I just couldn't get it right. I finally gave up and decided to order something different.

I did get a reply from their customer service, which was nice. They offered me $140 back if I kept the product, or a full refund if I wanted to send it back. However, they wouldn't pay for return shipping. I chose the $140 back because I'm sure the shipping costs back would have been astronomical, and I've already had more than enough of this thing.

After my experience, they sent me a survey, which only had one question. I've attached a screenshot below. Clearly, they're pressing for the removal of the negative review I left of the item. It's so shady. Based on my experience, there's no way all the positive reviews are legit. They are absolutely padding with a ton of positive reviews.

Overall, I wouldn't recommend Aosom.com. While their customer service was nice, the product was not what I expected, and it required a lot of work to make it usable. The fact that they're trying to remove negative reviews is also a red flag. I would suggest looking elsewhere for your online shopping needs.

I recently purchased a chair from Aosom and unfortunately, my experience was not a positive one. The chair looked luxurious in the picture, but when it finally arrived after over a month of waiting (thanks to Brexit), I was shocked at how uncomfortable it was. The massager dug into my body, the seat was too long, the back support was too short and unergonomic, and the armrests were too far apart to work comfortably. I tried adjusting the height of the back support, but the whole chair became wobbly and unstable.

I reached out to customer service for help, but it took them 8 days to respond. I only received a response after I posted a negative review, which was not even published in the end. To make matters worse, I discovered that Aosom had added several fake 4/5 star reviews to boost the already poor rating of the chair.

Overall, I would not recommend purchasing from Aosom. It's better to buy from larger selling platforms that prioritize customer satisfaction and do not manipulate their reviews. I am extremely disappointed with Aosom's conduct and lack of helpfulness.

We recently purchased a gazebo from Aosom during the spring season. We were initially attracted to the range of products advertised on their website and the affordable price of the gazebo we chose. The delivery process was smooth and efficient, which was a relief. However, upon receiving the product, we were disappointed with the quality of the metal work. The paint finish was patchy and bubbled, and the metal showed signs of rust. We felt that the product was not worth the £200 we had spent.

We attempted to contact customer services by phone, but it was impossible to get through. Eventually, we managed to reach them by email. They offered us a discount, but we declined and requested a refund instead. After several more emails, they agreed to send us new parts. The delivery of these parts was once again excellent, but unfortunately, the quality was not much better than before.

Despite the poor quality, we decided to use the gazebo anyway as we were already into the spring season. The assembly process was relatively easy, although we did encounter some issues with holes not aligning correctly. However, the gazebo seemed sturdy enough for our needs.

A few weeks before we took the gazebo down, we noticed more rust appearing, and the welds were coming apart. We contacted customer services again, but they informed us that as we had placed the order more than six months ago, there was nothing they could do. We were disappointed to learn that this was stated in the small print on their website, but we had not noticed it before making the purchase.

Overall, we would not recommend purchasing from Aosom. The poor quality of the product and the lack of customer support left us feeling frustrated and disappointed. We advise potential customers to think carefully before making a purchase from this company.

I had a really bad experience with Aosom. I ordered a chair for ?80 on December 14th and paid extra for next day delivery. I was really excited to receive my chair, but it never arrived the next day. I didn't think much of it at first, considering the current situation, but by December 18th, I still hadn't received it. I emailed them over 12 times, but I didn't get any replies. Not even one.

Finally, I received a reply from them, but it was only one. They told me that my item was "lost in transit," but Yodel hadn't even received my order at that point. Aosom cancelled my order randomly, and I still haven't received the refund for it. I checked the Yodel tracking, and they had suddenly received it, but then it was cancelled with no explanation.

I decided to re-order the same chair, and it finally arrived. However, the quality was terrible. I honestly think I could have found better quality at a supermarket.

I would strongly advise you to avoid this company at all costs. They are absolutely useless and don't respond to emails. They will probably reply to this review and say that it was my fault somehow.

Oh, and I forgot to mention that after they cancelled my first order, they never refunded me the extra "next day" shipping costs. When I re-ordered it the second time, it cost me about ?10 more because the discount code I used had expired. Aosom doesn't care about any of this, so please avoid them.

I received a lemon product from this company via eBay. Order number: 05-***-***. I have contacted via there and contacted from their website for additional support (none received). This outdoor rabbit hutch here https://www.aosom.ca/item/pawhut-54-x20-x37-2-storage-large-elevated-wooden-rabbit-hutch-yard-bunny-cage-w-run-and-tray~D51-087.html and https :// www.ebay. Com/itm/Wooden-Rabbit-Hutch-Small-Animal-Pet-House-Yard-Bunny-Cage-w-Run-Tray-3-SIZE/***338? SsPageName=STRK%3AMEBIDX%3AIT&var=***590&_trksid=p***. M2749. L2649

The thing became destroyed by a small gust of wind. I believe the hinges, hardware, and construction by factory provided in this unit must have been faulty.

As per the description of this item, it is designed for outdoor use; has "weather-proofing" & "superior strength and durability." I was excited to use this product to home my bunnies in my yard in an area mostly protected from rain & wind, as that is the purpose. A small gust of wind actually pulled the roof up & ripped the hinges & arm out. The small screws & staples were inefficient at holding into the roof. Because of the sudden release of the small screws & staples, the roof angled back & actually snapped the pin of the other hinge. It was so sad to see this happen to a product proudly advertised as durable & for outdoor use. I was lucky to be there when it occurred. If I were gone, I wouldn't have known my bunny was exposed to elements, targeted by hawks, or run away. I requested a new product sent to replace this lemon on 10 MAY 2020 and have had no luck getting support from employee "Kent."

I had to put safety wire around the broken hinge spot to keep it held down in the back. I attached larger screws and JB Weld to keep it in place, but it's still very fragile due to the trauma caused by the initial damage. The screws I used are much stronger and longer, so they stick up from the top now and are a sharp point hazard. I think this one I got just must have not had a good enough hinge set and the construction of where the arm attaches wasn't strong enough (staples ripped out).

The product they gave to me did not work as advertised. They boast, and I quote, "superior strength and durability." It is named "PawHut Wooden Outdoor Bunny Rabbit Hutch/Guinea Pig House." The fact is, the one I received is NOT durable and did NOT stand up to being outside as per the description of the product. I must insist that I receive a new product as the one I received surely was just from a bad batch if this is how it held up to standard conditions it should be designed to withstand.

Multiple times, Kent stopped responding completely and I resent the information to evoke a response.

While these products are of low cost, you pay for it with no support, in an beyond the "warranty' period, more on that later. I ordered a bicycle cargo trailer and it arrived without the wheel skewers. There was no bill of materials and they did not understand what a BOM was. I don't think it existed, ever. So I could not check the shipping box to make sure I received everything I needed. All they could do was send pics of a fully assembled wheel, which I was expected to have sufficient product knowledge to deconstruct and reply back what was needed. It took nearly 10 email exchanges, across a language barrier, before they would guess what was missing and sent two complete wheels. The parts I needed were in the parcel, in a pink pouch. That had the skewers, a wrench, and some misc hardware. This pouch was never identified with the assembly guide. It would have saved a lot of aggravation if they devoted a penny to add the BOM to the product guide. I put the trailer into operation with the skewers and had my next problem. At the factory, ALL the nuts were put on finger tight on the bolts. I didn't discover this until using the trailer and hauling groceries back from the store. The main bolt that holds the tow arm in place lost its nut and the bolt eventually fell out. This cause the whole trailer to pitch back and tilt to the rear while I was moving at a good clip. I always try to balance the payload over the axels. I reacted to this by breaking hard, this caused the load to pitch forward HARD and the bed of the trailer hit the tow arm and put a crease in the top of the tube. I salvaged the situation by moving the spring pins around and scavaging stuff from the side of the road and found a lag bolt to fill the hole. I sent Aosom the pics of the damaged arm and bolts from all over the trailer that was never tightened. Instead of sending a replacement arm and nut/bolt they refunded the purchase and instructed me to donate the trailer. This is when I discovered a disturbing Aosom position, not indicated in any public facing document or on their website. I attempted to pay for a new tow bar. However, since I was "out of warranty" because they refunded the purchase, I could not obtain ANY parts from them. They would not even sell me a spoke, tire or a complete wheel. Not only that, Aosom would not tell me any specifications so that I could find the parts independently. I don't think they know and they don't have the capacity to contact their own factories for information. Aosom manufactures many of the products they sell. So be aware that the lack of support that Aosom provides, means you may be disposing of an otherwise serviceable purchase prematurely because Aosom will not support or provide parts. This is not the strategy of a company with any notions of sustainability.

I gotta say, my experience with Aosom was pretty disappointing. I mean, I get it, things happen, but the quality of their products and their customer service just wasn't up to par.

I had bought a canopy from them and only a little over two months after I installed it, one side started drooping down way too much. Turns out, the supporting part had bent and twisted. I figured it wouldn't be a big deal to get it fixed since I could just replace the part, but boy was I wrong.

First off, their warranty only covers you from the date you purchase the item, not the date it's delivered. I mean, come on, that's just ridiculous. And to make matters worse, they don't even sell replacement parts. Like, what kind of after-sales service is that? It's like they don't even care about their customers or their products, they just want to make the sale and be done with it.

So, if you're thinking about buying from Aosom, I'd seriously consider looking elsewhere. Don't make the same mistake I did.

I recently purchased an office chair from Aosom, and I must say, my experience was not a pleasant one. Despite reading many positive reviews about this seller, I was disappointed with the quality of the product and the customer service I received.

When the chair arrived, I noticed that the back had some damage. The zip ends were missing, and the padding was stuck in the zip. Additionally, one of the screws was damaged, which made it impossible to finish putting the chair together. I immediately contacted Aosom for assistance and sent them photos of the damaged parts.

However, I had to wait for three days before I received a response from them. When they finally got back to me, they informed me that they had no replacement parts for the chair. Instead, they offered me a small refund and asked me to resolve the issue on my own.

I was extremely disappointed with this response. How was I supposed to find another back for my chair? It was a mystery to me. I felt like I was left to sort out the problem on my own, despite paying for a product that was clearly damaged.

Overall, I would not recommend Aosom as a seller. The poor quality of their products and their lack of customer service make it difficult to trust them. If you encounter any issues with their products, you will likely have to sort them out on your own.

I have had a terrible experience with Aosom and I strongly advise against purchasing from them. My exercise bike arrived faulty and despite emailing them multiple times, it took a long time for them to respond. When they finally did, they offered me a measly 15% refund if I kept the faulty product. I declined as it was of no use to me and I have since emailed them six times with no response.

Their customer service is appalling and when I tried to call their call centre, I was told they were not taking calls due to Covid-19. While I understand the impact of the pandemic on businesses, I find it unacceptable that they use it as an excuse for their terrible service. What's more, they have staff to monitor reviews and take down negative ones, which I find alarming. It seems they prioritize their reputation over their customers.

Overall, I would not recommend Aosom to anyone. Save yourself the time and money and look elsewhere for your purchases.

I recently purchased the Outsunny double lounger from Aosom and I must say, I was quite disappointed with the product. After only four months of use, the fabric ripped in half when I went to sit on it. Now, I'm not a heavy person by any means and the weight capacity listed on the website for this particular lounger was 352 pounds, which I am nowhere near.

To make matters worse, when I reached out to Aosom about the issue, I was informed that because it was past the 90-day warranty period, they would not be able to refund or replace the product. It seems to me that their "90-day warranty" is just a way for them to cover their own backsides when it comes to their subpar products.

Needless to say, I will not be doing business with Aosom again and I will be sure to tell everyone I know about my experience with them. It's a shame that they are based in Scarborough, as Canadians deserve better than this kind of treatment. Trying to scam people out of their hard-earned money is simply ridiculous and companies like Aosom should not be allowed to stay in business.

I hope that Aosom takes note of this review and realizes that reviews and word of mouth can make or break a company. Maybe their CEO, Fabio Missoli, can even step in and provide me with a refund? But I won't hold my breath.

I recently purchased a PawHut 2-In-1 Dog Bicycle Trailer / Stroller Pet Carrier with 360 Swivel Wheel Hitch Suspension Safety Flag from Aosom. Unfortunately, I encountered some issues with the product. The wheels would not stay inflated, and I was only able to use it once before having to purchase a new one the following year. I had to order three times before finally receiving a product where the wheels would stay inflated. However, when I went to take my dogs out for the first time with the new product, the wheels were deflated again. I was disappointed that I never even got to use it.

When I contacted customer service, I was informed that because it was over the 30-day policy, there was nothing they could do. I even asked if there was anything the parts department could do, but the response I received was very rude and condescending. I usually try to support smaller businesses and have purchased much from Aosom in the past, but this experience was the final straw for me. From now on, I will be making my purchases from Amazon.

Despite my negative experience, I do want to acknowledge that Aosom does offer a wide variety of products at reasonable prices. However, I would caution potential customers to be aware of the return policy and to thoroughly inspect their products upon arrival. It's unfortunate that my experience was not a positive one, but I hope that Aosom can improve their customer service in the future.

I gotta say, I'm pretty disappointed with Aosom. I mean, I reported them to Trading Standards and Which because their service is just not up to par here in the UK. It's just not right that they're selling goods that aren't as described. I bought this cabinet that was supposed to be stainless steel and rustproof, but the hinges rusted super quickly. Like, what the heck? That's not what I paid for!

I did some research and found out that as part of our rights as consumers, the Consumer Rights Act 2015 says that retailers have to provide goods that are of satisfactory quality, fit for purpose, and as described. And let me tell you, Aosom is not living up to that standard. It's just not fair that they're getting away with this.

I found out that Aosom is owned by some Chinese businessman named Wang Chunhua. I don't know about you, but I don't want to give my money to a company that doesn't care about their customers. They're just hoping that we won't take them to court, but that's not right. We need to warn others about how terrible this company is so that they don't make the same mistake we did.

So, I recently had an experience with Aosom and I have to say, it wasn't the best. I had to return a product and while their policy seemed straightforward, the execution was lacking. I tried emailing them multiple times and never received a response. When I finally decided to call, I was put on hold for what felt like an eternity and when I finally got through to a real person, they didn't seem to know what they were doing.

Their return policy states that you need to contact them via email or phone and provide your order number and reason for return. If you're eligible to return the product, you'll receive a confirmation. Then, you need to pack the product back in the original box and make sure it's ready to ship. But here's the kicker - there's a 20% restocking fee and you have to pay for the shipping!

Once you've shipped the product back, you'll receive an email with the date and time of the pick-up from the courier service. If you don't receive this email, you're responsible for dropping off the item to the courier service. And finally, once they receive the item, you'll be reimbursed for the cost of the item(s) purchased. They say it should appear on your credit card statement within 5 to 7 business days.

Overall, I was pretty disappointed with my experience with Aosom. While their policy seems fair, the lack of communication and the restocking fee and shipping cost really put a damper on things. I would definitely think twice before ordering from them again.

I recently made a purchase of four awnings from Aosom, three at one time and one later. Unfortunately, upon receiving them, I realized that they were too large for my needs. I promptly sent an email to the company requesting a shipping label to return them all. I was aware that there was a 30-day return window, and I mentioned that I was a week over that time. However, the person who responded to my email did not clarify whether this would be an issue or not. They simply sent me one return shipping label.

I decided to bundle all four awnings together and use the one label that was provided to me. I flagged down a FedEx driver on my street, and he assured me that it was fine to do so. I had no issues with the return process, and all four awnings were successfully delivered back to Aosom.

However, I was disappointed to find that I was only refunded for one of the awnings. This means that the company is effectively keeping the other three awnings and has essentially stolen $250 from me. I regret not charging back the purchase, as I would have easily been able to do so given the circumstances.

I strongly advise against purchasing from Aosom. They have proven to be an untrustworthy company that is willing to keep products and cheat their customers out of their hard-earned money. I am currently in a dispute with PayPal and am working to provide confirmation from FedEx that all four awnings were delivered. I urge others to avoid this company at all costs.

Well, let me tell you about my experience with Aosom. My elderly mother wanted a new cushion for her garden swing, so I helped her order one from Aosom's website. We thought we had read the return policy carefully, but it turned out to be quite confusing and hard to understand. When the cushion arrived, my mother decided she didn't like it after all, so I reached out to Aosom's customer service team via email. I tried to keep my message light and humorous, but unfortunately, the response I received was not very helpful. I asked for instructions on how to return the item, but it took several days to get a reply, and even then, the email was abrupt and unhelpful.

To make matters worse, Aosom informed us that my mother would have to pay for the return shipping, and that if there was any damage to the cushion or its packaging, they would not refund the full amount. This seemed unfair to me, but we didn't want to risk losing any money, so I offered to give my mother the £35 myself.

Overall, I was disappointed with my experience with Aosom. I wish we had read more reviews before making our purchase, as it seems that other customers have had similar issues with the company's customer service and return policy. I don't think I'll be shopping with Aosom again in the future.

So, I decided to purchase a retractable patio awning from Aosom Canada. I was really excited to receive it and enjoy my patio during the summer months. However, things did not go as planned. After I made the payment, I waited for the awning to arrive, but it never did. I was really disappointed and contacted Aosom to find out what happened. They told me that they had shipped the product through UPS and that it had been delivered. But, I did not receive it. I was really confused and frustrated. I mean, how could an awning just disappear?

I contacted UPS to find out what happened and they told me that they had delivered the product to the right address. But, I was sure that they had not. I mean, an awning is not something that can be easily stolen. It is a large and bulky item that cannot be easily carried away. So, I was convinced that it had been delivered to the wrong address. I contacted Aosom again to ask for a refund, but they refused. They told me that it was not their responsibility and that I should contact UPS. But, I did not contract with UPS, I contracted with Aosom. So, why should I have to deal with UPS?

I was really disappointed with Aosom's response. They were not helpful at all and did not take any responsibility for what had happened. I had spent $360 on the awning and had nothing to show for it. I felt like I had been scammed. I would not recommend Aosom to anyone. They take your money and do not deliver the product. It is really frustrating and disappointing. So, if you are thinking of buying something from Aosom, I would advise you to stay away.

I contacted this company to cancel a chicken coop purchase I made on Apr. 26 2020. I emailed them letting them know I wanted to cancel. I received an email from a customer support by a women named Vera and she told me that the delivery was in transit and to fuse the delivery when it came so it will go to ***. I did what was asked of me when *** came and refused the package. It is now going on 30 days which they guarantee you your money back in 30 days which I have not received. I also put a claim in to *** and they had not responded in the 5 business days of returning my money. They keep sending me coupons in my email but nothing else on my refund. I under stand about CoVid-19 but not an excuse if you advertise 30 day back guarantee's and do not reply back to *** in this dispute. I am a product of CoVid-19 and lost my job due to it and its only fair to give me the money back after I done what they asked and followed the instructions they gave me. Unacceptable even whats going on around the world with is pandemic as a company..

I purchased an *** cooler from Aosom in July, and the customer service and purchase experience was great! This spring when I got my cooler out, the lid had warped to the point it won't seal at all, and now can't keep stuff cold. I contacted customer service, and again, they were fantastic. I was told they would send me a new cooler, no questions asked, but informed the cooler was out of stock and there was no timeline on when the new cooler would be in stock. They informed me to keep in touch, and they would let me know when were in stock. Thanks to the magic of cookies and social networks, I almost immediately started getting adds for Aosom on my various accounts showing the same cooler in stock and available. Sure enough, I clicked on one of the Aosom adds, and they are instock and available for immediate delivery. Since then, over the last month I have attempted to contact Aosom 15 times via email and phone, and can't get a response. I've been on hold multiple times, and after approximately 5 minutes, it says all agents are busy, and disconnects the call.

purchased a knee scooter from this co. i had surgery which leaves me non weight bearing . the product broke i contact them on monday march 1 and explained this issue. they said would ship replacement parts contacted again on tues march 2 and said the wheel just broke off the product and a replacement scooter needs to be sent same day for next day delivery. they said they would. got tracking for wheel supposed to be delivered march 4 .. never showed up and company requires sign for package. i cannot get to the door to sign for pack. *** is n ot deliverying item now untill sat.. i am crawling around to get from point a to point b .. these people do not care.. quick to take my money and ship product same day .. but will not process the new item to replace the broken item.. this is not an acceptable business practice.. this is a medical item which i need and now have to rent the item to get me off the floor until the replacement product gets shipped.. again not acceptable had surgery feb 26 used product 2 days wheel wobbled contact monday and tues it broke off.. sent pictrues to the compand spoke to the same 3 people over the 4 days i have contacted them

I placed an order at aosom.com for a gazebo on June 8. My Order is #***, Placed on Jun 8, 2020, 8:59:58 AM. We received the gazebo and started to put it up. It is missing 4 parts (M). I emailed the first time on June 14 for the missing parts to be sent to me. I received no response. I called for the first time on June 15 and spoke with Jose and the information was recorded, an email was sent back to me saying that "Thank you for getting us all of the needed information! I have provided a summary of the part you have requested below: Part#- *, Qty#- 4. This process doesn't auto-update with tracking as new orders do, so if you would like tracking please follow up with us by responding to this ticket in 3 business days to allow for the processing to complete, and we can provide the tracking number." I responded immediately but no tracking number came. I called again on June 17 and spoke with Kyle. He said would call the warehouse and update me, I have heard nothing. I have checked my spam folders but no emails. I have called several more times and I get a recording saying there are no customer service to help me or I'm on hold for 20-30 minutes and then it hangs up. This is unacceptable. I am very disappointed, the gazebo is put up halfway and needs the missing parts.

Hello, last January 22nd I ordered an OUTDOOR PATIO SET which included 3 boxes. I received the first two boxes within days, but the third, due on February 1st, never arrived. It had parts for the LOVESEAT. I contacted the seller on February 2nd, and they referred me to the manufacturer AOSOM. AOSOM said the box was lost or stolen and offered a refund or to resend the missing box. I chose the latter as I'd disposed of the packaging. After 10 working days without the box, I followed up with AOSOM and the seller to no avail. I'm now seeking your help to either receive the missing parts, a replacement LOVESEAT, or a refund for the incomplete set. The set includes two chairs, a loveseat, and a table. I paid with my credit card on January 22 and request a refund for the missing loveseat. Thank you for your assistance.

I ordered an item from Aosom 5/25. It was shipped 5/27. On 5/27 I called Aosom because I no longer needed the item. I was told that although the item had shipped, I could refuse the package when it was delivered by *** and I would receive a full refund for the item. On 5/30 I refused the package when *** arrived at my door. The next day 5/31, while I was not at home, *** redelivered the package. I called *** for an explanation they told me that Aosom had placed a restriction on their *** account which forced them redeliver the item. *** told me that the item could only be picked back up if they, ***, received a call from Aosom. I immediately sent an email to the Aosom customer service explaining the situation. Later that evening I received a response from "Vera" at Aosom which was a stock answer which was unrelated to my situation. I immediately responded to the email from "Vera" reexplaining the situation. The delivery and redelivery by *** is documented in the shipping link on my account with Aosom. Also I was sent a link by Aosom (which I have not been able to open) which apparently documents my original phone conversation, which would validate the instructions and information I was given in regards to refusing the shippment and receiving a full refund. I have had no response to my emails I sent to Aosom and their need to contact ***. I have tried to call Aosom but after being on hold for awhile the system hangs up. I decided to contact the ComplaintsBoard.com after seeing multiple complaints concerning customer service issues with Aosom. I have no confidence Aosom will call *** and have my package picked up so that I can receive the refund that they promised.

Placed an order for a gazebo and paid for it on August 7. On August 18 the base of the gazebo was received and my husband erected that portion. While waiting for the balance of the gazebo I checked the seller's site and accessed the *** shipping information for the gazebo. Noticing the gazebo was physically at my local *** office I contacted *** to determine the issue. *** informed me they had been notified by the shipper to not deliver the item and to return it. Per *** the confirmation number of the request made August 15 is ***. I called Aosom today and spoke with a representative who only identified himself as Jose. He informed me *** always says stuff like that and that they do not request that items not be delivered to customers. I asked if I could call *** while I had him on the line but he said no because he needed to help other customers. I called *** back and this was the time *** gave me the return request confirmation number of ***. I called Aosom back with this information. Apparently the order should be 3 boxes but I've only received 1. I have the base of a gazebo erected after losing one only a month old due to the hurricane and I can't seem to make any progress with the company. I called the company back and was told by Kyle that 1 the item was not available (untrue because all 3 boxes reached my local *** Office from Oregon), #2 there was a pricing glitch and my order was canceled ( why wasn't my money returned). As it stands my husband spent about 10 hours in the heat and hot sun erecting half of the gazebo. Kyle stated an email had been sent to me concerning the issue. I agreed I had in fact received an email but disregarded it because I assumed it was intended for someone else since the email was addressed yo a Tiffany and not to me.

I purchased a *** 10' by 8' Exterior Manuel Window AwningSun/Rain Shade Cover in Green on 6/24. It said on the Aosom site under features "It can be easily mounted on the wall with the included accessories... 'Ideal for installation on a patio a balcony or storefront etc... Note: Mounting screws for wood-framed homes NOT included. Use caution when installing on stucco exterior Proper installation is the responsibility of the buyer. I thought, that's O.K. I will have a contractor put it on. It arrived on 6/29, and the contractor said he could come by on August 3rd or sooner. When he arrived that day and we took out the installation and operation instructions, page 4 listed the prerequisites to know as HAZARDS that could lead to INJURY OR DEATH! "THIS PRODUCT AND ITS FIXING PARTS ARE ONLY SUITABLE FOR INSTALLATION ON A PLAIN CEMENT WALL OR STABLE UNRENDERED BRICKWORK. The contractor told me under no circumstances would he be able to install it for me. To call the company and see if 1. They had an adaptor kit. 2. If I could exchange it for a model that could be installed on wood. 3. Returned for a full refund owning to the incorrect descriptive information on their site. I called customer service and opted for number 3 which is parts. The message is...We offer NO parts for any of our products. I thought, really, then why even have this extension, weird. I called back. The woman who answered wouldnt even let me explain, as soon as I said ordered on June 24, she just kept saying it's been more than 30 days, no exceptions! When I finally got her to listen to me and told her I didnt want to return it, I want an adaptor kit or to exchange it and read her the difference in the description, she said OH!, well we can probably offer you a 25.00 credit. I asked her to check and see if they had an awning for wood. She said she'd have someone get back to me. The next time I went to my email a day or so later, there was a message saying it was more than 30 days but they would give me 50,00 to keep it, or I could return it for a full refund but I would have to pay the shipping, with the addendum that they might be able to get me a less expensive shipping cost. I called again. This was now my 5th call I believe, this time it was a "K" I asked about the defrayed shipping cost, "OH NO" he said, that would not apply to you.,But "I" can offer you 80.00 to just keep it. I said I would need to think about it. He said well if I decided to take this offer I would need to call back and ask for him directly. There were also an awful lot of clicks and differences in voice quality while speaking to him. I called to see what shipping would be to send this item back since it was in the original box and hadn't even been unpacked. At least 189.00, a full refund being only 216.00. I also got a second email saying once again, sorry you were not satisfied with our product and we would like to bring this to a satisfactory resolution for you, so we can offer you 2 possibilities. 1 keep it and get a 50.00 refund or 2 return it and get a full refund, with the possiblity of defrayed return shipping. They also said that the last phone call was available / recorded to listen to at ----- obviously the reason for the clicks, I'm sure "K" s offer of 80.00 won't be on there. I realized then, and after reading the experiences of other complaints on ComplaintsBoard.com that this company knows how to use "words" and work the system to defraud public consumers and stay in business. For this reason only, I am making it "my" business to see to it that they are reported, and every effort that others will be forewarned as to their questionable practices ,and lack of integrity in the delivery of a "decent" product and "honest" customer service. '