Ordered a Crystal Athena 13 ice cream freezer cabinet from FFD, the product had a warranty of 2 years. I'm a seasonal business so the cabinet only gets used from april to October. 5 weeks outside the... See more
Company replied
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As a new business owner the stress levels are pretty high and FFD did not add to the stress levels, I found the service and personal contact great from the Order up until the final delivery and instal... See more
Company replied
We’ve had such a positive experience with FFD Commercial Refrigeration. Everything was easy to order and delivery was straightforward. A special thank you to Nicola Jones, who has been incredibly kind... See more
Company replied
Hi I would just like to say it was great to deal with your staff firstly Nicola Jones in sales, in organizing everything after the freezer failed to work after delivery, in a engineer call out, the... See more
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Company details
Written by the company
We are a leading commercial refrigeration supplier in the UK offering a full range of commercial bottle coolers, catering fridges and freezers, display refrigeration, multideck display fridges, serve over counters, prep counters and commercial ice machines plus much more. Find major brands at the lowest possible prices with FFD Commercial Refrigeration.
Contact info
Unit B2, The Rise, Moat Way, Barwell. Leicestershire , LE9 8EY, Hinckley, United Kingdom
- 01455 815200
- sales@ffdgroup.co.uk
- fridgefreezerdirect.co.uk
3.8
Great
76 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Very pleased with all aspects of…
Very pleased with all aspects of purchase...very good communication and truly great product.
Many thanks.
18 June 2019
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your 5 star review. We delighted to hear about your positive experience with FFD. We aim to please!
Keep up the good service
5 June 2019
Unprompted review
Reply from FFD Commercial Refrigeration
Thanks for your positive feedback. We love to hear from happy customers!
Reply from FFD Commercial Refrigeration
Thanks for your 5 star review. We aim to please and love hearing from happy customers!
I wanted to leave this review based on…
I wanted to leave this review based on reading some others here which seem quite the opposite to my experience.
I initially placed an order with 24/7 catering supppies and after speaking with Tony in sales discovered they also sell refrigerators. A few days later I placed another order with FFD and I can honestly say that on both occasions they could not help me enough. Excellent staff and prices !
16 February 2019
Unprompted review
5 star experience
From the start to the very end of my interaction, I found them informative, helpful and customer orientated! Was my first experience with Fridge Freezer and will be using again going forward!
15 February 2019
Unprompted review
Excellent service
Excellent service, communication and delivery from this first class company. I have purchased several items from them and each time the experience has been impeccable.
15 February 2019
Unprompted review
Lovely customer service from start to…
Lovely customer service from start to finish. The team are true friendly and helpful and can't do enough to help will definatly be coming back!!!
15 February 2019
Unprompted review
Fridge didn't arrive on the day
Fridge didn't arrive on the day. No call or email to let us know of the delay so we waited there for the fridges to come. Our stock went off and they don't provide any compensation. Really unimpressed and with so many other suppliers online I wouldn't choose this one again
12 February 2019
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your review, we'd like to apologise for the non-delivery on the specified day.
This has been taken up with the supplier's transport team, as they deliver on our behalf - they also have apologised for their lack of communication to you the customer.
Due to logistical issues they could not complete all deliveries on this day.
We apologise for any inconvenience caused, however, we do advise in the terms and conditions as well as the customer's order acknowledgement not to order any stock or book in engineers prior to deliveries, as unforeseen circumstances like this can sometimes happen.
Disappointing customer service attitude
My initial contact and purchase experience was very good. However once something goes wrong its appalling and they take no responsibility for putting right things in a BRAND NEW, 2 week old fridge which is leaking and leaving all the contents covered in condensation. They charged us £150 to send an engineer who said the leak was due to debris from the factory in the pipes (not sure how we were meant to crawl inside the pipework as he did to find a scrap of rubbish) - but this has still not resolved the key issue of condensation. Be warned, only good if there arent any problems, otherwise you will pay dearly, wish I had shopped locally as now we are totally out of pocket.
Response to the reply below. As FFD are aware this review was left 2 weeks ago well before the refunded £150 call out charge, I was going to edit it but given the response below have chosen not to as they are so grudging and do not wish to take responsibility and the refund was only give after I contacted the manufacturer Interlevin who were excellent in their response. There were 2 issues and the main one we have complained about is the leakage from the pipe causing water all over the floor and a slippage hazard, which with good customer service from their technical experts could have been resolved by the head office or manufacture team giving advice on the phone, but they said we needed an engineer and then charged us as it was considered 'non warranty'. As other reviewers have said be careful about the £150, you need to ask lots of questions before agreeing to it as it was unnecessary for us to be told to arrange a call out. The other reviews on this site encouraged me to pursue the £150 refund.
The comments about the fridge - there is nothing on the website description to alert us to the fact that this product was unsuitable for what we bought it for and when we first contacted them no one asked the right questions until about 3 weeks in to establish why it is not suitable, again disappointing for an 'expert' company.
12 December 2018
Unprompted review
Reply from FFD Commercial Refrigeration
Hi, thanks for your review - as a company who puts customer service as a priority, we try to learn from the rare negative reviews and improve.
We're sorry you feel you've had a bad experience with us recently and we've investigated this case with the following results:
We were delighted to hear you describe your correspondence with Carol in customer service as 'brilliant', as she did help you with your issue to the highest of standards.
The initial problem was that you ordered a unit from us which was not fit for the purpose you used it for; putting unsealed items with high moisture content into a fridge will always create excess condensation.
It clearly states on our website that an engineer callout for a non-warranty issue will incur charges - this comes directly from the manufacturer.
However, this is a charge which was, in fact, refunded to you before you left your review as a goodwill gesture.
As mentioned before, due to how refrigeration works, excess condensation will always be produced when used improperly by the user (unsealed, high moisture content items).
If you had consulted us before your purchase, this whole situation could have been avoided as our knowledgeable team would have advised you on a more suitable unit.
We feel we've done our best to do right by you in refunding the engineer callout charge, however, if you'd like to discuss this further please feel free to give us a call.
- The FFD Team
Awful if anything goes wrong
They seem fine when everything goes smooth but the measure of a company is how they act when things go wrong. I've had two things go wrong with my glass wash machine.
Firstly, a leak, which I sent photo and video of but because the engineer fixed it by tightening a part FFD had told me to take out and refix (which I wasn't able to do properly) they charged me saying there was no leak in the first place - even though I'd sent video of the machine spewing out water from the bottom! (I since got this refunded under duress and after lots of emails and phone calls)
I then contacted them about the pump not working. They sent out an engineer who hasn't fixed the machine, yet I've been charged a call out fee of £150 and say I'll have to pay a second call out plus parts if I want it fixed. The pump failed due to a blockage, which is our fault, but it isn't my fault the engineer couldn't fix on the first visit and certainly not right I should pay two call out charges when the fist visit was only to tell me it's not covered under warranty! It's taken around three weeks and ten or so emails and I'm getting no nearer understanding the double call out charge or getting my machine fixed.
I believe they score well on other review sites because they solicit responses immediately after delivery and before anything has had a chance to go wrong!
24 May 2018
Unprompted review
Reply from FFD Commercial Refrigeration
Hi, thank you for your review. We are sorry you feel you had a negative experience with us - we aim to make customer service our number 1 priority.
When we receive warranty calls we try to offer advice to customers who are experiencing issues, covering the most common problems and how to rectify them. This is aimed at preventing chargeable engineer call-outs by checking that the issue is indeed a manufacturer fault and not user error. In this case, we believe you installed the glass washer yourself, something which we always recommend is carried out by a qualified engineer. Unfortunately, you had not tightened the part in question sufficiently, thus leading to a chargeable call-out when the engineer attended site. We did issue a refund to you at our own cost even though this was not covered under warranty.
The second issue regarding the blockage in the pump, as you acknowledged, was caused by yourself and so the cost of the call-out and parts were not covered under warranty. Unfortunately, it is not always possible to fix issues on an initial visit and therefore a second visit was necessary once the cause (the blockage) had been addressed.
Finally, all of our reviews are posted on impartial, independent review sites and we have no control whether the outcome is positive or negative other than the level of service we provide. Customers can edit their reviews freely and at any time to give a true reflection of their experience with Fridge Freezer Direct.
Yours sincerely,
FFD Customer Service Team
Tried this company once and never again …
Tried this company once and never again or for any other purchases.
Unfortunately this company is let down by their delivery service provider as communication between them is non existent, suppose to ring 1hour before but rang when outside property, I did miss this call but rang back immediately within 25mins was told driver had gone and will redeliver. I explained the 1 hour before call and was also expecting to receive call about booking a date and did not expect the call to be told delivery had arrived.
I explained this to company but still insist I paid for redelivery even though mistake was due to them they did reduce this by half but I feel is still unacceptable as the mistake is on there behalf. This charge was forcefully put on me as I had no choice but to pay because even when I wanted a refund they still would have charged full delivery.
Even when driver did arrive wrong day to what was told he had the cheek to ask for help to my surprise when realised one man doing a 2 person job Certainly not of trade standard as a health and safety breach 75kg item. He was refusing to even unload and threatens I can return for redelivery if not happy no doubt with another charge added.
Leaving me again no choice but to help take.
Don't use this company for big items especially.
Not of industry standard for delivery and will never use again due to bad delivery experience.
No doubt will have a comeback about company policy which only works in their favour. States delivers 8-6pm and came after on wrong date also states only deliver with delivery booked date which is non existent.
Did forward my concerns but I believe is a tactic to gain financially.
Buyer beware.
3 February 2018
Unprompted review
Reply from FFD Commercial Refrigeration
Hello, thanks for your review.
We take customer experience very seriously at FFD and would like to sincerely apologise if you've had a negative experience with us.
To get on top of this we need a valid Sales Order number, as we can't seem to find any record of your purchase, situation or name in our database and your review hasn't been left as a verified customer.
Reviews.co.uk is our official verified customer reviews platform and you'll see on there that we come highly recommended, with excellent service as our top priority.
Please feel free to get in touch with your order number if you'd like to discuss this further.
Thanks, FFD Customer Service
Rubbish, thieves
Poor customer service, received the wrong size fridge, they took it back charged delivery there and back, also they have retained 25% of the money. refuse to give it back or say use the money towards another fridge. After this experience i wouldn't use them again. I have got partial refund but have not received 25% of my money back. Stated its against distance selling policy and quoted the consumer act.
25 October 2017
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your review, we regret you feel you have been treated unfairly. Because you are an un-verified customer and the fact we cannot find your name on the system we can only make the following assumptions and state general sales facts;
1) It clearly states in our terms and conditions which all customers agree to at the point of sale, that all returns have a restocking charge and failed delivery charge if items are ordered incorrectly by the customer. We cannot be held responsible for any item ordered incorrectly by the customer or the charges that are associated with it. This is standard across our industry
2) It clearly states on the first line of our terms and conditions that you are buying commercial products in a commercial capacity therefore, long distance selling regulations do not apply. Again, this is standard across our industry.
3) We do not use trust pilot, we use reviews.co.uk and have done so for the past few years. If you purchased an item from us you would have received an email and link from reviews.co.uk to leave impartial feedback. we cannot find a review on our system that correlates to your name or allegations.
4) It would appear that a) because you haven't provided a name that we can correlate to any transaction on our system b) The fact you haven't read our terms and conditions c) You haven't left a review on our proprietary system, that;
you may well of purchased the product from elsewhere?
If the above is not the case then please provide either a sales order number or delivery address and we will be able to provide exact details for this case.
Yours Sincerely,
FFD Customer Service Team.
Cooler did not work, company refuse to refund or replace
We bought a bottle cooler which was supplied with a 'parts only warranty' however when it arrived it did not work at all and FFD expect us to pay for the repair saying they would only supply the parts because that is all the warranty says! We quoted the Consumer Rights Act 2015 that the product was not fit for purpose and they say that this does not apply to them because it's in their terms and conditions! We have filed a report with trading standards and contacted the media and are now looking at legal action. AVOID this company. They think they do not have to comply with UK law. You have been warned.
10 January 2017
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your review, we regret you feel we have dealt with this issue inadequately.To address this issue we would like to clarify some of the key facts surrounding this situation:
1) You originally made the purchase on August 16th 2016. It was an online order, made directly on the website.
You were given the choice between a "Parts Only" or "Parts & Labour" warranty. In your case, you chose a "Parts Only" warranty.
This means in the case of any apparent breakdown outside of our 30 day grace period from date of purchase, you need to arrange for an engineer to fault find and diagnose the issue at your own cost and we send out any parts necessary to resolve the breakdown - free of charge.
Had you contacted us within our 30 day grace period, this issue would have been resolved, free of charge, regardless of the fact that you only purchased a 'Parts-Only' warranty.
As this issue was raised outside of this period, your chosen level of cover applied.
2) We sell thousands of products with varying warranty options to choose from. We, along with every other supplier online sell in this way to give our customers greater flexibility and to cater for budget management.
3) Please rest assured that this fully complies with trading standards and is adopted by every single supplier of commercial refrigeration & catering equipment in the industry. This is in fact, an industry standard.
Please feel free to contact us if you wish to discuss this matter further; we endeavor to conduct our business to the highest ethical and professional standards possible and hope that our 20+ years within the industry is a testament to this.
Yours Sincerely,
FFD Customer Service Team
Good Prices and Quick Delivery
Was very happy with the service from Fridge Freezer Direct. My freezer was delivered quicker than expected. Service was good from start to finish. I would definately use the again.
Mr Fallows
13 January 2010
Unprompted review
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