AO.com installed faulty washing machine

Monkeyboy2019

I've had a new washing machine installed by AO.com today (7th August 2026). They put it on a rinse to test it. Everything seemed okay. Was about to try my first wash when I noticed water slowly creeping out from underneath the machine. Pulled the machine out and it was pretty flooded underneath. The machine has continued to leak water in a big puddle across my kitchen floor.

The inlet out outlet pipes are secure, no water leaking from them. It appears to be coming from under the machine somewhere. I'm a bit annoyed tbh. I've read on their website there's a 14 day cooling off period, but that it might only be a partial refund. I hope not as the item is clearly faulty!

Anyone ever returned an item to them that's faulty on day one? How did it go?

eskbanker

I've read on their website there's a 14 day cooling off period, but that it might only be a partial refund. I hope not as the item is clearly faulty!

The partial refund would only apply to change of mind returns under the contract cancellation regulations.

The Consumer Rights Act 2015 would entitle you to a full refund for a faulty product, when exercising your short term right to reject within the first 30 days.

Boohoo

https://forums.moneysavingexpert.com/discussion/6679118/ao-com-installed-faulty-washing-machine

Hope you took loads of photos as your proof of the leaking machine.

Contact AO and see what they come back with and mention the potential damaged kitchen floor at the same time.

m0bov

Why have you not contacted ao? Ask them to come and replace it.

Aylesbury_Duck

Have you checked the inlet hose itself? Many years ago I had a wall where paint kept peeling above the counter. I eventually worked out that I'd pushed the washing machine too far under the counter and the inlet hose, while securely attached, had been bent/pinched and a hairline crack was spraying a fine mist of water under mains pressure onto the wall. The dampness wicked up the wall until it was visible above the counter.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82095872#Comment_82095872

OP hasn't said wether it was a new hose or the old one that was used in the installation.

Maybe they can confirm what hose was used.

Water under the machine could be the oullet pipe leaking at the bottom of the machine.

There was a thread on here months back that was installed and flooded the kitchen and turned out to be the washer on the hose was missing and when used leaked.

Monkeyboy2019

https://forums.moneysavingexpert.com/discussion/comment/82095864#Comment_82095864

I've tried, but possibly too late in the day. I'm going to try again tomorrow after 9am.

Monkeyboy2019

https://forums.moneysavingexpert.com/discussion/comment/82095892#Comment_82095892

The outlet hose is secured with a washer near the top of the machine. No leaks coming from there that I can see. Not sure whether it's a new one or the old one. Looking at it, I would guess a new one. The inlet hose is new and is also secure. No sign of leaks. The water seems to be coming from somewhere to the front right under the machine.

Alderbank

Why have you not contacted ao? Ask them to come and replace it.

I've tried, but possibly too late in the day. I'm going to try again tomorrow after 9am.

Yes, certainly ask AO to come back and sort it.

You don't know yet whether the machine is faulty or the installation was not carried out with reasonable care and skill.

All machines are leak tested before leaving the factory these days, because it's so much cheaper to fix jubilee clips etc not tightened there than after the machine is delivered. My guess is that the AO guys did not level your machine properly. This is not uncommon at installation and leads to overflows from the detergent tray during the fill cycle.

However that's AO's problem, not yours.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82095915#Comment_82095915

You may have got muddled up

Inlet hose is at the top normally left hand side and has a plastic nut to sector to the inlet valve.

The flexible outlet waste pipe should come out at the bottom of the machine and go into the waste stand pipe

I know it's not your problem but is the filter cap screwed in properly at the front sometimes under a cover. Have a look at the manual for help unless you know where it is

born_again

Hopefully you have turned water supply off to washer to stop it getting worse.