Adexa Direct Reviews

Name: Adexa Direct
Rating: 1.07

1.1 Rating 998 Reviews

2 %

of reviewers recommend Adexa Direct

Company Reviews

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Metrics

1.1

Based on 998 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 16th January 2025

Anonymous

Adexa Direct 1 star review on 17th December 2024

The King's School

Adexa Direct 1 star review on 9th December 2024

Anonymous

171

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

“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”

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Posted 11 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??!”

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Posted 11 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”

Adexa Direct 1 star review on 12th February 2024

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Posted 11 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”

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Posted 11 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 11 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 11 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 11 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”

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Posted 11 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 11 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.”

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Posted 11 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 !”

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Posted 11 months ago

“Avoid this company! I should have read the reviews. Item is now in the skip after four weeks! it was as useful as their customer service. Returns at your expense and risk refund at their discretion.”

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Posted 11 months ago

“very poor quality goods , turned up smashed and refused to give full refund. do not purchase from this company !!!!!”

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Posted 11 months ago

“DO NOT USE THIS COMPANY. Horrendous customer service, rude, and insulting. In 40 years of business I have never come across such an appalling company. Their products are not fit for purpose and when they breakdown they do not want to help you resolve the issue. Avoid at all costs... SEE OTHER 1 STAR REVIEWS..”

Helpful Report

Posted 11 months ago

“Please please stay well away from this company. Experience from start to finish has been nothing short of horrendous. 22 days ago I ordered and still no delivery for items that had a 3-5 day delivery time. I had to order replacement items from another supplier to get open and have now tried repeatedly to cancel and get a refund of the undelivered Adexa items but told it’s not possible and I’ll just have to wait and get the delivery when it comes as Iv paid for it. Customer services rude, obnoxious and unhelpful. Now reported to trading standards and thankfully they have said they will pursue this for me.”

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Posted 11 months ago

“Appalling customer service. Parcel delivered broken and as such was refused and went back with the courier. Adexa refuse to replace or refund until parcel returned to them. No fault of my own and put of pocket with no clue as to the whereabouts of my parcel. Appalling.”

Adexa Direct 1 star review on 19th January 2024

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Posted 1 year ago

“The worst company I have ever deal with in my entire life ! This people are a joke , can’t even explain how bad they ! Wow … I mean -20 customers service.”

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Posted 1 year ago

“Do not order anything off this company Paid extra told that there was 11 items in stock and delivery would be Thursday No delivery called and asked what was happening and told it would be later in week no delivery message again asked to speak to a manager and told 48 hrs no call called again yet another excuse and if I cancelled I would have to pay 25% of cost for restocking but product not sent out yet Worst company I have ever dealt with Won’t every deal with them again Customer service none existent”

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Posted 1 year ago

“1043948 - cheap and awful people! stay away”

Helpful Report

Posted 1 year ago

“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.”

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Posted 1 year ago

Adexa Direct is rated 1.1 based on 998 reviews