Adexa Direct Reviews

Name: Adexa Direct
Rating: 1.08

1.1 Rating 875 Reviews

2 %

of reviewers recommend Adexa Direct

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1.1

Based on 875 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 35%
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 17th April 2024

Anonymous

Adexa Direct 1 star review on 25th March 2024

Matt Bagley

Adexa Direct 1 star review on 13th March 2024

Rakesh Muriki

Adexa Direct 1 star review on 12th February 2024

Anonymous

134

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

“Disgusting customer service ! Will do anything to get out of a warranty repair ! And they smile while doing so ! Absolutely avoid their warranty (on a piece of equipment less than 30 days old ) is disgusting ! Zero stars is too many”

Helpful Report

Posted 1 month ago

“We've had the most unbelievably bad product and customer experience with Adexa, to the point of it being illegal. Honestly I don't know where to start, we've had such a long-running bad experience with them. We purchased an induction hob, after 3 weeks there was a pop sound and it stopped working. We requested a refund which took a long-time and a lot of effort to get a decent response. Bearing in mind there is a legal requirement to offer a refund for a faulty product within 30 days of purchase, Adexa only offered us a credit note or replacement and insisted we pay for delivery. We explained their legal obligations under the Consumer Rights Act, but they still refused. They also made it unbelievably hard to return, for example, requesting video evidence of it not working, which is laughable because it just doesn't turn on, it's not rocket science. We cut our losses considering it is a low-value item and not really worth our time, and got a replacement. Low and behold, it goes pop again. We went round the loop again, dealing with argumentative difficult customer services and eventually started being ignored! Eventually we again were offered a credit note. But will have to pay for the return delivery again. Their illegal returns policy in this instance has genuinely caused our kitchen manager stress and wasted a lot of her time. This is so far off being any kind of acceptable customer experience.”

Helpful Report

Posted 1 month ago

“Do not use this company. Sells substandard and dangerous electrical goods and then wants nothing to do with you afterwards. Nothing but rip off merchants who will end up responsible for deaths caused by fires from their faulty goods”

Helpful Report

Posted 1 month ago

“Got delivered a broken heater, when called they wanted nothing to do with it, delivered to neighbour, so when i got it, was after the 24hrs that i had to make a complaint apparently. All the man kept saying was that i should have checked the tracking. After sales service absolutely awful.”

Helpful Report

Posted 1 month ago

“Faulty equipment, long hold times trying to sort problem. Stay away.”

Helpful Report

Posted 2 months ago

“Unit delivered damaged, didn’t care at all. Avoid”

Helpful Report

Posted 2 months ago

“Very bad customer service!! I would advise to avoid if you can!! I am wriiting to epress my deep disapoitment and frustration with lack of response from your customer service team regarding an issue with the oven we recentley purchased. Despite numerous attempts to contct your customer service department through of communications but haven't heard back from over the month!!”

Helpful Report

Posted 2 months ago

“If this could have been zero stars I would have chosen that. Wait 4 weeks for delivery, customer service have no idea when item will be shipped. Ask for refund 3 times, nothing. Then they ship the WRONG item and it's my responsibility to do most of the work to send it back. Unbelievable. Avoid at all costs.”

Helpful Report

Posted 2 months ago

“DO NOT USE THIS COMPANY I wish I’d read the reviews before ordering from Adexa. I ordered a ventilation hood. I was mislead by incorrect dimensions on the online installation manual. (Yes, there were correct dimensions elsewhere but they should be correct EVERYWHERE). I realised the unit was too big when unpacking. I spoke to Adexa. Long story short out of the £418 purchase price I’d be left with about £45 after all of the charges are applied! Here’s their reply… Hi There Unfortunately, we are unable to collect this item without fees, as our website provides the correct measurements of 457mm and our manuals are generic, often translated guides. Therefore if you wish to return this item, the following fees will apply: - 25% restocking fee - £120 courier fee (or a return at your own cost) - £144 admin charge Apologies for any inconvenience”

Helpful Report

Posted 2 months ago

“bought air fryer oven. smoke comes out of the top of the door and liquid drips from bottom. Casing gets dangerously hot .So much so that it melted rear panel to plug. Capacity is 65% of what was stated due to the position of the heating bars”

Helpful Report

Posted 2 months ago

“This is truly a shocking company to deal with....sent a faulty blender back for them to send it back with exactly the same fault stating it was a new blender!! They don't answer emails if there is a problem. I have dealt with numerous companies over the course of my catering life and can honestly say this outfit is by far the worst. I am reading hundreds of complaints against them & am shocked they are still allowed to trade. We need to get together to get them closed down...who's with me??!”

Helpful Report

Posted 2 months ago

“Stay away from adexa. They send faulty items and don't even accept return. They don't refund money as well. Shame on Adexa”

Helpful Report

Posted 2 months ago

“This is the worst experience I ever had everything could go wrong it went wrong in terms of different Freezer,Delivery, customer service,long time, refund,. Be careful Think before you purchase, because the moment you purchase your money is gone, and then you have no power to take it back”

Helpful Report

Posted 2 months ago

“Purchased a dishwasher which failed just out of warranty. “Customer service????!!!” Says they don’t have any parts manuals, don’t have parts or have any idea how to get parts. Do not touch this company”

Helpful Report

Posted 2 months ago

“Ordered high value bins for a school. Bins were dropped off on a friday afternoon and left in our reception. Not checked until Monday morning and when opened found vast majority badly damaged. Immediately contacted company who refused to offer a refund as damage not reported within 24 hours. School out of pocket and customer service not remotely interested. Steer clear at all costs!”

Helpful Report

Posted 2 months ago

“Processes do not comply with Consumer Rights Act My items were delivered heavily damaged (Adexa felt it was minor) as i would have had to sand and fill in the damage prior to use. It was a wooden table and bench set. The box was also heavily damaged when delivered and I was advised that I would need to replace the box if a new box was needed. I reported it almost immediately and began the most frustrating process of returning an item. This is a summary and does not include the back and forth, no replies to emails and so on. 1) I was required to take pictures of the item boxed up and proof it was ready to be picked up. 2) I then had to take another set of pictures with the returns label attached as these were only provided after the first set of pictures had been sent. 3) The first pick up did not show up. 4) The second pick up driver showed up but refused to take the item due to how heavily damaged the box was. Once the item was picked up and returned to Adexa, I sent two emails asking for an update on my refund which were not responded to. I then called Adexa to ask for an update and was told it could take up to 14 days from when its logged back in the system, not the date that Adexa sign for the item. There had been nearly 10 days from when the item was delivered back and my phone call so this was frustrating it had not yet been logged. Next I asked for my delivery charge to also be refunded because i was officially out of pocket if this was not done. I was told that it was not their policy to refund delivery charge as I could have accepted an exchange. I asked for the name of the person I was speaking to and she declined. I must have asked 3-4 times and reiterated my complaint was about the company and its process not about her as i appreciate she is not the decision maker. She continued to decline giving me her first name and while not legally obliged to, it is good practise to do so. I advised that i would be making a formal complaint about the overall service and experience. Shortly after ending my phonecall, i received an email confirming a refund of the full amount including my delivery charge. My specific experiece was extremely poor from the receipt and return of the item and the customer service. Manners cost nothing. As someone who is well versed in consumer protection and the laws protecting consumers, my advice to future customers is to ensure you check your rights and challenge Adexa to ensure you do not find yourself of out pocket. A simple google search will highlight a court case with Adexa around refunds of cost where the courts found in favour of the consumer. Unfortunately while the items are well priced, if there is an issue, the amount of time and effort required to ensure a fair outcome should be weighed up against paying a little more to a better managed company.”

Helpful Report

Posted 2 months ago

“Had a faulty lock on a cabinet and called to enquire about the process. I need to be told to send them a video. I sent them a video only to be told that the item in the video wasn’t covered when it’s part of the item that I was ordered and all parts are ordered, sent me terms and conditions to be frank is ridiculous This company has some nice products it’s when they either are faulty or you need a spare part when the fun starts. DO NOT USE THIS COMPANY”

Helpful Report

Posted 2 months ago

“Sent me a product out that didn't work from the start. Told them within 3 hours of taking delivery and they said I had to sen a video of it not working. So I did, they ignored it. I called the next day and they said they can't exchange until they pick it up and recieve it, check the fault and report back. I am a business and I can't operate like that. They then said, they need photographic proof of the machine packaged up before the driver picks it up. Their lack of trust and respect for their customers is appalling.”

Helpful Report

Posted 2 months ago

“Ordered 4 Heaters and 2 of them arrived damaged, Adexa refuse to supply replacement or repair as we notified them after 41 hours and not within 24 hours and have offered a mere £20 compensation. What good is £20 against 2x broken heaters. Poor customer service and would urge anyone to avoid them at all costs.”

Helpful Report

Posted 2 months ago

“0 stars. If by writing this review i can stop another person having the pain i have, it's worth it. Delivery arrived three weeks ago. Badly loaded pallets, multiple boxes damaged etc. - and by the time i'd checked everything the driver was long gone..... They delivered one completely wrong item, and have been messing me around for three weeks now to swap this over. It was finally collected last week, but refuse to ship the replacement until the item is back in their warehouse, but a week later can't tell me where the item is (not customer trackable) or when they might expect it back to authorise my replacement ! Their customer service is genuinely the worst i've experienced in a long time. They do answer the phone, but seem to have zero ability to actually do anything, and just waste more of your time Ordered item i needed elsewhere and requested a refund. I am highly expecting i'll need to take them to court to resolve this based on their lack of service so far. Please read all the reviews here and on TrustPilot to see their normal "service" - and buy elsewhere !”

Helpful Report

Posted 2 months ago

Adexa Direct is rated 1.1 based on 875 reviews