DO NOT USE THIS COMPANY. I placed an order with them on the 9th of December 2023. It was not a small order as we are a new business setting up a commercial Kitchen. I received most of the order over a few weeks, although when placing my order it did state on the website up to 48 hours. I still have a few items waiting delivery, which I need. I called to chase up these items in December and was told by the lady on the phone that other businesses were waiting for their order, I pointed out that I too was a business. When asked do they have an eta she said that she was unable to do so, I said so will I get before Christmas to which she said no. I called again in the new year and a gentleman explained due to the vast orders before Christmas there was a delay but I would get a tracking ref that week and I should receive my delivery that week. Again I received no tracking or my items. I called the following week and spoke to a helpful lady who said she couldn't see why the goods had not been sent. She said she would investigate for me and either reply that same day if not the following, unfortunately I didn't hear back. I called again to see what was happening but they still could not tell me if or when my goods would be received. I asked to speak with a manager and was told they could request a call back but could not guarantee this call back would come. I asked to cancel the order and get a refund. She then explained their cancellation policy, which the previous lady had made me aware of ,which is normally 25%, but I would most probably only be charged 5%. How can this be legal when they have failed to deliver in the timescale advised? I said I would not pay this to them as this was not my fault. I put a review on Trust Pilot under Adexa Direct. Following that review I received an email apologising for the delay and trying to justify their situation, they then went on to turn the situation around to imply that my review was inaccurate!! and therefore requested this be removed. They say that my order was on a Standard delivery service, that is not what the website advised when the order was placed. They said that I was advised they would not charge me the 5% penalty fee, yes they did, it was me who said I would not pay this. I was also told that due to the status of my order they could not guarantee the goods would not be sent, but if they did arrive I was to refuse delivery, or if they left with a neighbour call them and they would arrange collection. If this is the case why are they unable to provide a delivery date, surely someone there has responsibility to know what orders are there, what orders are late and what orders have not been sent and more importantly why have they not been sent? I asked why my delivery note from goods received did not have a note on there to advise the order was not complete and provide an estimated delivery. When they came at me to say this was on a standard delivery, when I have called several times why did nobody bring this to my attention? To add to the upset so far to receive an email suggesting that my review be removed or amended due to factually incorrect information being written is appalling. All that I have written is my experience so far with this company, nothing written is not factual. After that email I realised there is obviously no customer resolution support available, they are for now a law unto themselves. Someone on here said the Watchdog should be made aware of this company, I absolutely agree.