Poor & Broken Equipment & TERRIBLE customer service.
Poor & Broken Equipment & TERRIBLE customer service.
Where to start! (I have all communication in writing with this company)
I had the worst experience I ever have had with any company I have had to deal with in my life. Adexa Direct Ltd, possibly formally Adexa Ltd?.This has gone on since November 2022 and it's still going on today.
I purchased a convection oven, it was faulty from day one and didn’t turn on (this was meant to be a brand new item).
After contacting them they told me I had to get a repair guy organised to fix it, pay to do it, or fix it myself then contact them. (which I rightly refused to do).
As they dragged this process out they then claimed after a month, the return window was closed and I had to pay for postage to send it back (and as you could imagine this was very expensive due to the weight of a commercial oven), I refused.
So they refused to collect and refused to give me a refund.
Luckily I brought it on my credit card so I was able to raise a chargeback and get credited the money whilst a lengthy dispute took place over three/four months with having to supply painstakingly lengthy & robust evidence.
As you could imagine at this point the amount of frustration and anger I went through over this. I finally won the chargeback claim with the credit card company on side.
But then to top it all off Adexa started demanding they need to collect their oven, providing unnecessary lengthy instructions to follow and they would not book a collection until all of this was carried out.
At this point I had my money back and I certainly didn't want a useless broken oven taking up space in my kitchen so of course they can collect it!
They wanted me to follow a 9 or so point instruction returns policy, which one of them was to take a photo to show how it was packed on the driveway. And until they saw this they were not going to book a collection.
So think about this, this is a residential address, what did they expect me to do, lug this massive oven out the front, pack it up and secure it to a wooden pallet, take a photo, then unpack, bring it inside and send them a photo! NO, especially after all they had put me through
! Of Course i said no, and so I responded saying I can have it ready on some available dates for them to collect, but they refused to book a collection date as I had not followed their instructions.
So I simply told them in an email it will be ready on a certain day, come collect it! I got it set up out the front on a pallet and they never collected it. (I thought they might do this, but had to try)
So I had to haul it back inside. Then I simply left it as I was exhausted.
A few months later I really had to get this large broken oven out of my kitchen space as the business was closing and I messaged them to inform them of this and the kitchen had to be cleared out. Suddenly they said they would book a collection and I was absolutely amazed.
We arranged a day, confirmed via email, and I informed them I would not be going to the lengths of preparing this for a collection, only for no one to show up and if no one collects this time round, I will take it to the skip at the end of the day (5pm). They then threatened me with court action!
The night BEFORE the collection, a courier company turned up to collect the oven and I explained it wasnt ready as they had booked it for the following day.
So with myself in this awkward position not knowing where I stood legally, left with a pointless oven that I had to keep forever, in my family home being threatened by this disgusting company, I don't know what to do..
My last email to them was, it is on the drive come rain or shine. I would continue to fight this because I know I'm in the right but I'm simply tired of this charade.
Ending note, do not buy from Adexa, yes their website is easy to navigate and they have discounted products but do you dare it?
1 november 2022
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