Review Time
Terrible customer service.
As a repeat customer, I purchased an undercounter bar fridge as the centrepiece of a bar. The goods arrived two weeks late and damaged. The damage clearly occurred before packaging, as the outer packaging was undamaged.
There is no customer service telephone number, and they only contact customers via email, where they either ignore you or refer you to their terms and conditions. I even offered to pay for a replacement part, but was told they couldn’t supply one.
Avoid at all costs.
Purchased two wall cabinets, very good price and delivered on time, great communication and good quality, easy to build and fit to wall, very sturdy and quality look.
Never again am purchasing anything from this company.
The item was sent out completely damaged, there was nothing I could do with it, metal completely bent, a hole as well which made it even more unusable. Tried to contact the company and they gave me a ridiculous offer when the price i paid was very high. Have sent emails backwards and forwards and getting ignored. Never again! Don't walk... RUN
Avoid this company like the plague. Would give them 0 stars if possible. They have literally no idea how to treat customers. The fact that they do not disclose customer service phone numbers is a massive give away. They even closed the sales line because Im guessing everyone was using it to complain. My order was totally balls up and it took me over a month to get my money back and I had to get my bank involved.
After speaking to my commercial customers they have had similar experiences and have moved all their orders to other companies like Nisbets.
Because of the way they handled my order, we ended up re-quoting a large commercial kitchen re-furb using another provider, so I consider it a bullet dodged.
Over the past few months we have purchased £30K of products from Adexa. Our initial experience was variable if not poor. Damaged or missing product and slow response to complaints. Our last order of about 15 items although arrived in drobs and drabs with no notice of delivery, every item bar 1 has been delivered in reasonable time and order. Adexa have also improved response times to warranty or missing item issues. Long may it continue.
I bought a double deep fat fryer from this company, within 6 weeks one side had stopped working, I stupidly thought it would be covered by a warranty, well yes I was right, as long as I bend over backwards, spend a fortune getting an independent kitchen engineer out who has to write a full diagnostic report on headed paper and in PDF format, before ADEXA will even start to look for replacement parts!
The whole unit should be replaced its literally 6 weeks old, what a rubbish, written in the small print warranty.
Don't use these cowboys they will rip you off.
Stay away from this service. They are NOT focused on customer satisfaction. Only one of the two items I ordered was delivered. The support team eventually emailed to inform me that the second item was out of stock indefinitely, so I requested a partial refund. I received no response, even after multiple follow-ups. After 30 days, I had to claim the amount owed through my credit card provider.
The warranty is not worth the paper it’s written on. We have to hire a qualified engineer at our own expense to evaluate a fryer that cost £240 and broke after just two uses. While this is mentioned in the terms and conditions (which are unclear and not prominently displayed during purchase), customers expect a 12-month warranty to be meaningful. It feels like a scam! I recommend reading the reviews and avoiding this.
This service no longer accepts phone inquiries, opting instead for chat handlers who seem more focused on avoiding assistance than helping customers. My trust in these chat representatives acting in the customers' best interests has been completely misplaced. There is no established complaint procedure, as one individual has never acknowledged my concerns. They refuse to escalate issues to more senior authorities. Despite reaching out to their directors, I have yet to receive any acknowledgment or action, as they prefer to hide behind the chat handlers. If you encounter difficulties with this service, you may feel completely overwhelmed.
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Adexa Direct - a leading supplier of catering & kitchen equipment in the UK offering the largets range, free shipping and unbeatable prices.
