YOU HAVE BEEN WARNED BE WARNED – IN THE EVENT OF RECEIVING A FAULTY PRODUCT, ADEXA WILL NOT TAKE RESPONSIBILITY FOR COLLECTING AND REFUNDING YOUR ITEM We urgently required a new freezer and found an appropriate model online on the Adexa website. It's favourable energy rating appeared to be unmatched by any other product we found. If only we were not overcome by the sense of urgency and had spent some time doing the research and reading the reviews - the following is a warning to anyone thinking of purchasing a product from Adexa. - The freezer arrived approximately on time. We immediately let rest before following the instruction to turn on and start the unit - After more than 24hrs, the freezer did not reduce the temperature below 15 degrees C. There was clearly a problem. We tried resetting and starting again - yet no luck. We took video of the steps we took, and the info screen at various times, to at least capture some sort of evidence. And then submitted Adexa's 'warranty form' to begin the process of a return and refund (In the meantime we were £400 down, and left without a home freezer, so were forced to purchase elsewhere) - After several days of no response from Adexa, we try calling - it took several days to finally get through to someone (some days I would have my phone seemingly in queue all day, before getting the front and then having the call cancelled). Once we did get through to someone, we were told that they we unable to organise a return/refund as that was dealt with through a separate warranty department/company. There was no way of contacting them other than to submit the form (which we had done a few weeks prior). - After a month of waiting I go onto the Adexa website and send a message through their online chat - low and behold, within a couple of hours of sending the message, we receive an email response to our warranty return request. This comical process served as our only means communicating and getting responses to our emails moving forwards. Our mistake for not assuming their online chat was the only means of nudging action from them (ADVICE FOR ALL - WHEN CONTACTING ADEXA, THEY ONLY RESPOND TO ONLINE CHAT, NOT EMAILS/PHONE CALLS) - After several more weeks of replying to emails, and messaging in online chat to coax an emailed response, we were finally in a position to repackage the item, print and attach a returns label – with the reassurance of receiving confirmation that Adexa will arrange for collection and we would be entitled to a full refund if the unit was indeed faulty as we claimed. - Sadly this sense of hope was erased pretty swiftly – after again having to coax a response to our emails by sending an online chat message. We have now been told that we would have to pay to return the freezer unit, and that we would not be entitled to a refund – only a repair, or an ‘Adexa coupon’ if non-repairable. In summary this company is an absolute con and has effectively robbed us of £400. AVOID AT ALL COSTS.