Adexa Direct Reviews

Name: Adexa Direct
Rating: 1.06

1.1 Rating 1,183 Reviews

1 %

of reviewers recommend Adexa Direct

Company Reviews

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Metrics

1.1

Based on 1,183 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 34%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Location:

Unit 1, Cosford Lane, Rugby
CV21 1QN

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Adexa Direct 1 star review on 7th January 2026

Adexa Direct 1 star review on 29th May 2025

Anonymous

188

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Under counter chiller arrived with huge dent on top right hand corner. Emailed CS to advise, request a replacement and they simply point to the Delivery conditions which are laughable and would be deemed unfair & unreasonable in any Court room. I note you can find articles about Adexa been taken to Court and losing. You have two choices, unpack & examine it whilst the delivery driver waits, you can imagine that does not work and/or if the driver refuses to wait reject the item. I have emailed back and forth and been offered a voucher of a further purchase...like I'm ever going to use them again. They are cheap and would not surprise me if they actually send damaged kit knowing it's state and then try to fall back behind these ludicrous delivery conditions. Rememer you have the protection of the Sale of Goods Act and also your credit card company or bank. I have already started a chargeback request with the Fraud Department of my bank. I will now stick to the main suppliers who care about their customers receiving the goods of the quality and functionality that we should expect.”

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Posted 10 hours ago

“Damages on delivery that they wont take resposibility for, next day deliveries paid for that the dont achieve, never a reponse from online chat, dont reply to emails or resolve issues. Negative reviews all over the web. Avoid.”

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Posted 12 hours ago

“I bought two products, a glass washer & a tall single bottle fridge, they were delivered kerbside in two separate deliveries making it impossible to unpackage and inspect. We signed for and kept both products until we were ready to install them. When we unpackaged the items both were severely damaged, unusable. We contacted Adexa through their requested channel, form filling complaint online. They responded with as we did not inform them within 24hrs they could not accept responsibility, I of course told them we could not unpack these kerbside and either way 24hrs is an unreasonable time frame to report an issue, I was told I had no consumer rights as the transaction was business to business. They looked like generic , copied and pasted responses. I’m still trying to resolve this but the customer service as diabolical, we have used this company before but will never use them again as the minute something is wrong they just do not want to know. I’m left with two items of no use whatsoever, thus delayed the opening of my new business at a crucial point. Do not use if you are expecting a fair and reasonable service. We suggest they review their contract with the courier service.”

Helpful Report

Posted 1 day ago

“This company doesn't CARE. We ordered a stainless steel commercial fridge from them. Please note they are also the manufacturer of this product. The product was delivered in a defective state and once we realised this after unboxing it, we reported the issue. After several emails, they finally responded that there is nothing they can do about it. That their T&C states that the product should have been refused at the point of delivery. I queried this by explaining to them that as the manufacturer, the onus is on them to provide aftercare for their product (especially considering that the product is still under warranty) but rather than take responsibility, they offered me a voucher on my next purchase. So i'm stuck with a damaged product that's totally useless to me. I have proceeded to the Ombudsman to make an official complaint. Just to add to these review as well. 2 Commercial sinks were ordered on different occasions from them that never came and they never offered to refund the money after 4 months. I had to contact my bank for a debit card chargeback to get that money back.”

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Posted 2 days ago

“DO NOT USE ADEXA. I want to add my experience to others on here. We received our package. There was minor damage to the box, but nothing to warrant reporting it. We were not ready to open it for several days. When we did - and despite the internal packing material being in good condition, a part of the item was badly damaged. In fact, it was clear to us that the item had been packed in a damaged condition and because it is a stainless steel item, it needed to be replaced. I emailed Adexa and asked if they could just replace the damaged part. I do not receive a reply, so phoned the customer service line, only to learn that they were not taking calls. I engaged in a Chat instead. After a long (15 minutes) wait, Naomi came onto the chat. Initially, she offered to replace the entire item. When I asked when this would happen, she changed tack and said that because we were in breach of their rules about damage reporting (I'll explain shortly), she said that she would not replace the item, nor take it back for a full credit and all she would do was offer a £30 refund - against a £240 item, or send me a £50 credit note against future purchase! The "rule" which we had inadvertantly breached, was to have failed to report damage within 24 hours of receiving the package. She insisted that this applied even though we could have not observed the damage until opening the package several days later! I pointed out the fundamental absurdity of trying to meet this condition when the package had not been opened until more than 24 hours had passed, but she was unmoved. Basically, in my opinion, this company are just a bunch of charlatans, dispatching shoddy goods and then hiding behind a completely unreasonable trading condition.”

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Posted 3 days ago

“Because of excellent service”

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Posted 4 days ago

“Purchased a three door refrigeration unit, arrived in good condition on the 1st December. plugged it into socket on the 2nd and it never cooled down. Rang customer services several times during the first week at least a hour each time to get a call handler. Did everything they said sent them photos left to stand a further forty eight hours. Called them over and over again. Not responsive, rude do not reply. Filled in many warranty forms and customer service forms no reply or response. Offer them to have a local refridgeration engineer have a look but don't like that idea. Busiest time of the year and we have been treated very poorly by a so called reputable company.”

Helpful Report

Posted 1 week ago

“This company send me the wrong item. I have filed an online case though their website. But after 3 days no one give back to me. Online chatting no one reply. Call office also closed earlier. Be aware dont buy from them.”

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Posted 2 weeks ago

“Disgusting customer service item broken when arrived back and forth in emails asking to do ridiculous writing on the box its going to take months to get the money back”

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Posted 2 weeks ago

“The item turned in a wet soggy and damaged box and the door was smashed and the hinges broken”

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Posted 3 weeks ago

“Very poor service. Do not answer phone calls. Very bad customer services. Avoid at all costs”

Helpful Report

Posted 3 weeks ago

“Title: Avoid Adexa – Two coffee machines failed within days, warranty process is a nightmare Review (1★): We had an extremely poor experience with Adexa. We purchased two coffee machines from them and both failed very quickly. One unit developed a serious mechanical fault within days, and the Adexa G3120C then failed within 7 days: the brew side worked, but the steam boiler would not heat, the machine would not build steam pressure, and the hot water tap only produced cold/room-temperature water. Customer support was effectively useless. Instead of providing a prompt replacement or refund, we were pushed into a slow online form process and asked for unreasonable “installation proof” for a plug-and-play commercial machine. There was no practical warranty support, no urgency, and no real service. This experience has seriously damaged our confidence in Adexa’s quality control. Based on our results, we cannot recommend purchasing commercial equipment from Adexa. Avoid.”

Helpful Report

Posted 3 weeks ago

“We ordered items from them in August 2025 for which we were sent a completely different product which we raised with them immediately. Suffice it to say we have been back and forth with them for the past 4 months attempting to return the item and recieve our refund. For a company with a supposed turnover of £44.3m their customer service is the worst I have ever experienced and their actions are bordering on fraudalent. We're now having to escalate matters through ombudsman. Avoid ordering from Adexa Direct Ltd!”

Helpful Report

Posted 3 weeks ago

“Ordered new trolleys (Order ID 1611258). On opening the boxes, the items were in very poor condition — severely scratched with bent parts. There was no internal protective packaging at all, just metal-on-metal inside a large box, allowing the items to slide and damage each other. The outer boxes were undamaged, so this was clearly a packaging/quality issue, not delivery damage. I notified the company within two days of delivery, which is entirely reasonable for boxed goods. Despite this, they attempted to refuse a refund by relying on a small-print “check on delivery” clause, which is not practical or reasonable for boxed items. Very disappointing experience, poor quality control, and unhelpful customer service when trying to resolve a legitimate issue.”

Helpful Report

Posted 3 weeks ago

“ABSOLUTE SHAMBLES. SPENT THOUSANDS WITH THEM WHEN I OPENED MY RESTAURANT. THREE BAIN MARIES ARRIVED ON A HEAVY PALLET, THE DRIVER WOULDNT WAIT AND WHEN THEY WERE OPENED THE GLASS ON ALL THREE 9 PIECES WAS ALL SHATTERED. ADEXA SAID THAT BECAUSE THEY WERENT OPENED THERE AND THEN THAT THEY WOULDNT PAY FOR THE GLASS. THAT COST ME AN EXTRA £400. IT WAS NOT POSSIBLE FOR ONE WOMAN TO OPEN THREE WOODEN PALLETTS ON HER OWN. THE ELEMENTS WENT WITHIN THE FIRSTYEAR AGAIN NO PARTS NOTHING. ZERO CUSTOMER SERVICE, THEY NEVER ANSWER THE PHONE AND THEIR CHAT IS NOT LIVE AND A ROBOT ON REPEAT.”

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Posted 3 weeks ago

“Absolute disgrace. Delivered a smashed up fridge 3 days after the next day delivery was paid. As it was delivered on a day we weren't planning on we couldn't check the item at point of delivery. In my opinion this item was already knackered before they sent it as the wrap was secure. As we accepted the item at point of delivery they don't want to know. Please dont ever use this criminal operation. We are compiling a very large case against them. Absolute disgrace.”

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Posted 3 weeks ago

“This company are impossible to deal with. Their customer service is horrendous and acts in an anti-supportive manner. They make it your problem not theirs and will do everyhting they can to avoid dealing with problems. I have been waiting nearly forty days for them to resolve an issue of an incorrectly delivered item. They will not release the correct item until they have received the orignial item, yet make the return process difficult. Their emails are verging on threatening.”

Helpful Report

Posted 3 weeks ago

“Every one star review here reflect my experience with this company. If you are reading these prior to purchase DO NOT USE, if like me you are here after I wish you the best in resolving any issues that may arise. How they can circumvent all consumer protection legislation and get away with it is beyond me. In my case I purchased a commercial dishwasher, (delivered late) not in itself a major issue however that was the start , on the machine being connected up by a professional plumber it leaked from the underside resulting in a small flood in the kitchen. There then started the most horrendous customer service, Phone ? - it will not be answered. e'mail ? you will get an automated response with an attachment with several options to report your problem. You cannot return this form unless you upload a video of the fault in action, in my case I need to flood the kitchen again to make a video of a fault described in the complaint. Website chatline ? Once you find it, took 3hrs for a response, every possible response will be given as to why no engineer will attend, why the part at issue cannot be sent to be replaced by my engineer at my own expence etc etc. With a pre Xmas shopping list of a ice machine and freezer I will find another company to deal with and ensure I read its reviews before purchase...”

Helpful Report

Posted 3 weeks ago

“WARNING! DO NOT USE. I have written correspondence from Adexa saying: * you get what you pay for ("the purchase price of the product reflects the level of warranty in which we can offer"), *your rights are limited, The Consumer Rights Act holds no sway as they're a B2B supplier ("the Consumer Rights Act 2015 does not apply in this instance, as your purchase was made on a business-to-business basis") *if you purchase a faulty item you have to arrange for it to be fixed ("you are required to source a fully qualified catering engineer to look at the product, diagnose the fault and the part/s required to fix it"). If you have any problem with their appliances - you're stuck with it, they won't take seriously their role as a responsible retailer and customer services is non-existent.”

Helpful Report

Posted 4 weeks ago

“Shockingly Poor Service, Misleading Warranty, and Zero Accountability received a product from Adexa that was faulty from day one, and instead of taking responsibility, their customer service did everything possible to avoid helping. They insisted I pay for an external engineer just to confirm the fault — something no reputable retailer should require when an item arrives defective. Their “parts-only warranty” is essentially meaningless, and every response felt like a copy-and-paste attempt to dodge accountability rather than resolve the issue. No ownership, no practical support, and no interest in customer satisfaction. I strongly advise avoiding Adexa. The experience has been frustrating, unprofessional, and a complete waste of time.”

Helpful Report

Posted 4 weeks ago

Adexa Direct is rated 1.1 based on 1,183 reviews