Adexa Direct Reviews

Name: Adexa Direct
Rating: 1.07

1.1 Rating 1,041 Reviews

1 %

of reviewers recommend Adexa Direct

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Metrics

1.1

Based on 1,041 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 33%
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 29th May 2025

Anonymous

Adexa Direct 1 star review on 7th February 2025

Mark

182

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ice machine araived brocken, they dont response to my emails. I was waiting 1:30 hours to contact with them and the ony thing that they said is they will contact with me by email or phone, but that never happened. I am in shock how much money they invest in that company and they never care abouth the customers and the service. Try to avoid any orders from them, the chance to get brocken item is really big!”

Adexa Direct 1 star review on 29th May 2024

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Posted 1 year ago

“Very bad product i have used a lot but not again. Last time they sent me an unusable burger griddle and the lady in the customer service refused a replacement despite me sending pictures and proofs. Customer is irrelevant for this company”

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Posted 1 year ago

“Purchased an upright freezer for a Primary school , it arrived with a faulty door, after numerous ignored emails i was told to provide images and a independent engineers report before they could replace the door, after doing this they refused to reply to any further communications. Appalling company , AVOID AT ALL COSTS”

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Posted 1 year ago

“DO NOT BUY FROM THIS COMPANY- absolutely terrible, I wish I read the previous reviews before buying from this company, I certainly will be checking reviews for all online companies before buying again!”

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Posted 1 year ago

“Never order from this company. I ordered a commercial Freezer on 20th May 2024. It arrived damaged from the top. I contacted them and was told to send photos of the item. The item advertised was different from the one received. Kept chasing them. I got an email : Thank you for your email today and I am sorry to hear that you are not satisfied with our service. We have reviewed all your recent correspondence and the notes on your order, and we would like to highlight some points below. As per our terms and conditions agreed to at point of sale by yourself, any palletised item should be thoroughly inspected upon delivery. Should the driver not wait for you to inspect your goods then you must refuse these. Accepting the goods without inspecting them and later finding damage is not accepted and results in you being liable for the products. This is clearly outlined in the Delivery Section of our website as well as the General Information section of each product and finally in the terms and conditions. All pallet deliveries are kerbside, this means items will be deposited to the nearest kerbside of the address specified, rather than directly to your door. The drivers will drive their vehicle to the closest access point to the delivery address. It is then the responsibility of the customer to transfer the delivery from the kerbside to the address. All Pallet deliveries are completed contact-free. Kerbside deliveries are the standard across the network, any additional delivery requirements, such as pallet removal and handballing has been suspended. Additionally, we have suspended our usual sign-for process and instead drivers will input the recipients full name as proof of delivery and our tracking capabilities are fully operational. Due to the value and weight of the items it is vital that these goods are inspected prior to accepting delivery so you do not have to bear the direct cost of the return charges for palletised goods. The charges for return pallets are as follows: - A fee of 20% of the value of the product will be applicable to recuperate the repair costs and selling the product as a B GRADE. - A £144 will also be deducted due to the cost of hiring a dedicated vehicle and all administrated fees which are incurred for the return. - One final payment of £120 will also be deducted as this is the cost of having the pallet returned due to it being a £60 charge each way. We can appreciate that the above fees may appear substantial however, you will find this is standard practise amongst most businesses within the catering industry. We understand your frustrations with this however, we are simply adhering to our policies as a company. As a commercial gesture we are more than happy to offer you a coupon or discount to keep the item. A coupon and can be used on our website toward another purchase and is valid for 6 months so can be used at your own convenience. Alternatively, we can offer you a discount which is a partial refund of the items value which will be credited back to the account original payment was made from. If you wish to decline this offer then we will be happy to arrange a collection minus fees which are mentioned below. Adexa has upheld our commitment agreed at sale and cannot go further than the gesture offered, at our cost, above. Please let me know which option you would like to proceed with and we will be happy to arrange this for you. Why would I accept the voucher or a partial refund when I know I will never order for them again. I also ordered a pedestal unit. This was also damaged. Nightmare! They want to charge me for a return of the damaged good because I didn't check the large commercial freezer on a public road to check for damage. The sales person was not aloud for me to speak to the manager or the team leader. This is company is selling faulty and damaged goods to customers failing in their duties as online retailer and MUST be reported and stopped.”

Adexa Direct 1 star review on 24th May 2024

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Posted 1 year ago

“Avoid this company like the paigue. 3 chiller units, and all been dropped. The staff dont wnat to know. Have had to go through my card company. There is no warrenty thay support, they dont want to talk and palm you of saying there is nothing they can do, as its a business supply.”

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Posted 1 year ago

“Ordered an under counter fridge that clearly shows a lockable door, item arrived with no locks, told photos are for illustration purposes only, can’t return item unless we pay over £200”

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Posted 1 year ago

“I'm writing this review to warn everyone planning to buy something from this company: don't do it. I ordered a table over a month ago. First, they sent the wrong item. Then, I waited over a week for them to collect the wrong item. They advised me to place a new order for the correct item, assuring me they would send it as soon as possible. It's been over a month, and I still haven't received it. Moreover, yesterday they informed me that they won't send the table because it's out of stock. They didn't offer any compensation for the problems they caused. I spent so much time emailing with them, and I'm left without the product. They are very unprofessional, dishonest, and unreliable. One more time, I warn you: avoid this shop.”

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Posted 1 year ago

“Ordered and paid for goods on 4th May , chased 1 week later to be advised that goods were not available , no communication was sent to advise . We are now on the 22nd May and no refund of payment I made has been received . Not one to complain but there is something amiss with this company .”

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Posted 1 year ago

“The bbq arrived broken and missing a piece. Refused refund. Offered a £30 voucher instead.Takes longer than a week to reply to emails. Voucher was invalid. Still no solution a month later. Absolutely horrible company.”

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Posted 1 year ago

“Awful company to deal with. Ordered some storage boxes in 2 sizes and numerous ones arrived damaged. Splits completely down the sides. The damage to tubs which is quite extensive and would be against health and safety due to sharp edges on splits. After emailing them a video and photos of the damaged - they claimed it would not affect the ability of the boxes. This did give my son and I a laugh. Eventually after several emails to them, they sent 2 labels for one lot of each size to be returned. They would not just accept the 'damaged' ones back, a whole set had to be returned. They would not send replacements at the same time, they had to receive the damaged ones first prior to replacing. This was over a month ago and am still waiting for the replacements. They have been unhelpful, very rude and have lied in their messages - I do have the original emails as proof. When I sent this back to them, they said 'due to the emails I have sent' they are giving me a refund only and won't deal with me. Worst company I have ever dealt with, customer service is diabolical. Attached is their response to my initial email regarding damage. Good Morning, I am sorry to see that your item has arrived damaged. Please note that this will be reported back to our 3rd party transport company. After reviewing the pictures we feel that the damage itself does not appear to affect the overall use and performance of the item and for speed and convenience for yourself we would like to offer you a discount off the total amount of the product cost which will be refunded directly into your account. Alternatively, we can offer you a higher value coupon which you can use toward the purchase of other items on our website, these coupons are valid for 6 months so can be used at your own convenience. Please let me know how you wish to proceed, and I will be more than happy to get this arranged for you.”

Adexa Direct 1 star review on 16th May 2024

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Posted 1 year ago

“What an awful company. Bought a dishwasher which came damaged, they demanded a restocking fee and for us to pay for delivery. This company is a scam. Read other reviews and do your research on other reviewing sites and you will see what a bunch of crooks these people are. Have even been called out in the catering press. Do not give this company your hard earned cash!”

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Posted 1 year ago

“Adexa - Having purchased a commercial microwave and it no longer working after 3 months, my wife decided to try and get a replacement from Adexa. In order to try and obtain a refund or replacement, Adexa advised to video the item not working!!! we did this and sent the video to Adexa. Below is a complete copy (excluding personal data) of the email received by Adexa in response to the item not working - "Thank you for contacting us and we are sorry to hear that you are experiencing issues with your item. After reviewing your evidence and additional notes on your order, due to the size and value of the item we are happy to offer you our back to base warranty. This type of warranty means that you can return the item to ourselves at your own cost and once then when the item is confirmed as returned in our warehouse it will then be inspected by our offsite engineers. If the engineers deem the item to be faulty then this will be repaired. Only if the item is non repairable then a coupon for the item value or replacement can be issued. If no replacement is available then a coupon will automatically be generated for the amount. Coupons are valid for 6 months and can be used on our website. If your item is returned under this warranty and is found to be in full working order the item will be returned back to you without prior notice . If the item is returned and no fault is found or the item is found to be poorly maintained and therefore a fault has developed from this then we will not be liable and again the item will be returned back to you without prior notice. You may also be liable for the cost of the return of the product to yourself should this issue arise. Please note that if your product is found to be damaged during transit upon its return then you will also be liable for this. Please ensure that the product is correctly and securely packaged upon return to avoid any damages from occurring Once we have received the results of our independent engineers report we will then be in contact with you to advise of the next steps. Please advise if you wish to proceed with this offer or alternatively, if this is not a suitable option for you then an engineer’s report will be required as per our standard warranty procedure which is outlined in our terms and conditions. Please note that all returns must be made within 14 days, any returns made after this timeframe will be rescinded. Kind Regards, Customer Care Associate Adexa Direct". I called Adexa today because I wanted to drop the item off on my way to a job, this is not permitted, the item must be sent by a currier, the cost for this is £120 (1/3 of the item cost). I then asked if I would get a copy of the engineers report, I was told no. I decided to search the Adexa warranty details on their website, did you know that when you buy from Adexa, you are agreeing to omit the distance sell act from the purchase contract, it basically means if any item goes wrong and to currier the item to Adexa will cost 1/3 of the purchase cost, its a waste of time because its not viable to do it. Please be aware, Adexa are the cheapest option for items and they know this but if you ever have the item go wrong, it becomes false economy, its well worth spending a few £ more, for example, we needed to replace the microwave as soon as possible, we order a commercial microwave from Argos and they gave us a "no quibble" replacement guarantee or a full refund in the first 12 months, the product cost us an addition £100. Be mindful, and don't do what I did and go for the cheapest option.”

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Posted 1 year ago

“We too have fallen into the Adexa trap :(((( Faulty chest freezer, hasn't worked since delivery and Adexa making it as difficult as possible to return it in order for a refund. Look at these reviews and everywhere else. Someone has even set up a dedicated page on FB about how shocking they are!!!!!! 100 and 1000s of poor reviews.”

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Posted 1 year ago

“I ordered 2x work benches - the website suggested they had stock. After waiting several days, I contacted them to see when they would be delivered. I received an email which stated they were out of stock, and I could either have a credit or a refund. I then rang them and asked for a refund - and was told that the refund could take up to 14 days. Why? In this day and age, refunds should be almost instantaneous. When querying this I was told it was in their T's and C's. Really? Now looking at their T's and C's, its actually worse than that. This is what it states: 7.1 Refund request needs to be approved by our customer service department. Evaluation will be made according to the terms and conditions listed here and once the refund is approved, refunds will made within 7-14 days.”

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Posted 1 year ago

“We bought undercoated bar cooler on the 29th of September for our restaurant. On the 2nd of April already boke down. Last only 6 months. After contacting Adexa support team, we have been informed that we need to use our own fully qualified catering engineer to look at the product, diagnose the fault and the parts required to fix it. We did what they asked for and we done report on letter headed paper in PDF format. One month past and we still didn't receive the part. They are still trying to source this part from us. This is a joke! Where is it coming from? The moon? Very unprofessional company. Stay away as it's our second time they send tonuw faulty item. Just to mention we spend thousands of pound with them to equipped our restaurant. Stay away! Very disappointed!”

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Posted 1 year ago

“Horrendous company, delivered a low quality "not fit for purpose" piece of equipment, wants "video evidence" that their product is rubbish and won't even hear anything otherwise, just closed the chat down. Wouldn't recommend to anyone, stay away, buy Amazon or another reputable company, not from these scammers.”

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Posted 1 year ago

“My plastic boxes turned up extremely damaged and they was not appropriate for use. Emailed them and they gad me send 20 odd photos and then told me they still think the items are usable and offered just a £25 gift card out of£116 The customer service is shocking they don’t care about u losing money on broken items. Even though they have insurance that will pay out for broken items in delivery they still don’t give a refund for damaged items. So they are pocketing the money they claim back with the courier for a broken item. They are meant to refund the client with it but they refuse to refund. This company is actually making their money from this, it’s actually a scam the item was probably broken before it was sent”

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Posted 1 year ago

“DO NOT ORDER FROM ADEXA!!! Extremely poor customer service, rude, uncivil customer support employees, delayed delivery and then no stock. And finally, very slow refund timescale! Do yourself a favour and go elsewhere!”

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Posted 1 year ago

“DPD threw my items over a 6ft fence, despite a number of them being successfully redirected for delivery on an alternative date. Unsurprisingly, one item was damaged. I emailed on the same day re my concern re damage and did not receive a response. When I opened the package and found the damage I contacted Adexa who originally said I was not eligible for a replacement or refund because the damaged item had not been redirected. Then changed to the photographs showing damage were not received within 24 hours but my original email expressing concern re damage was! It’s a dodgy practise when a company’s policy doesn't align with Sale Of Goods Act 1979!”

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Posted 1 year ago

Adexa Direct is rated 1.1 based on 1,041 reviews