FFD Commercial Refrigeration Reviews

Name: FFD Commercial Refrigeration
Address: Unit B2 The Rise, Moat Way Industrial Estate,, Unit B2 The Rise, Moat Way Industrial Estate,, Barwell
Rating: 4.71

4.7 Rating 1,795 Reviews

97 %

of reviewers recommend FFD Commercial Refrigeration

4.7

Based on 1,795 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

01455 815200

Email:

sales@ffdgroup.co.uk

Location:

Unit B2 The Rise, Moat Way Industrial Estate,,
Unit B2 The Rise, Moat Way Industrial Estate,
Barwell
LE9 8EY

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Anonymous

Anonymous // 01/01/2019

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

“Communication has been frankly tiresome throughout. A simple fridge purchase took a ridiculous 10 days of back and forth, simply in order to make a purchase. We have had to chase and chase for responses and timely replies at every step. Our unit arrived bashed up and damaged, this was noted on day of delivery and there has been no follow up or accountability. We forwarded details for smooth delivery, again this wasn't picked up or communicated out to the transporter, and even on delivery day both the transport office and driver were adamant they hadnt received it. All in all, we would never recommend FFD. Our unit arrived a day later than scheduled, again with zero communication or courtesy call to let us know after I waited around for a full 11 hours for a delivery that never showed.”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We appreciate you bringing this to our attention. I’m very sorry to hear you had a negative experience with your order and the delivery process. We had passed all the relevant details to the transport company, so we are disappointed to learn that this information was not communicated to the driver. Please rest assured that we are looking into this and conducting a full investigation to ensure it does not happen again. We were not made aware of any issues with the unit or the delivery process, so your review was the first time we became aware of this. Again, we can only apologise and assure you that now we are aware, we will look into this fully. Out team will be in touch to discuss the damage and find a satisfactory resolution for this. The FFD Team

Posted 3 months ago

“Such a bad company. They hold NO stock and as a result issues are not resolvable by their sales team. The business structure is designed to be cost efficient to the company it’s self with no regard for the customer experience. We received a freezer with no gas in it and it’s still sat in our building 2 weeks later with no idea of when it will be collected, highly inconvenient. We requested a return and refund but they tried multiple times to ignore that request and send a replacement unit with no acknowledgement of the inconvenience caused to our business. Issues still not resolved. Refund could be up to 10 days after they finally remove the unit from our premises, when ever that will be ! Avoid, go with a proper retailer.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We understand that it must be frustrating when you order new equipment and it arrives with a fault. We sincerely apologise for this. While this is very rare, it does unfortunately happen on occasion. From you reporting the issue, to your refund being issued including an engineer attending site, it has taken 7 working days. We appreciate that this is not ideal and is inconvenient but we have worked as quickly as possible when liaising with manufacturers and engineers and getting people out to site. Your request for a return and refund was made verbally just a few minutes before the office closed for the weekend and so nothing could be actioned until the following week. While the manufacturer originally suggested a replacement cabinet, you advised a return was preferred and we had to consult the manufacturer in regards to this. As soon as this was agreed to by the manufacturer a refund was carried out. At no time did we say that your refund would only be completed after the unit was removed from your premises. The refund was processed before any arrangements for the collection of your equipment had been made as a gesture of our good will. As with any card refund, the time frame for the credit to show can be up to 10 days. This is not unique to ourselves and is standard for all card acquirers. We are fully transparent that all equipment is delivered directly from the manufacturer, as is the case with the majority of other suppliers in this sector, unless it is their own brand. As we supply for a range of brands it is not feasible for us to stock all of the 15,000 products on our site. I can assure you that we are a proper retailer and our nearly 20 years in the industry is testament to that. We can only apologise that your new unit was faulty on delivery, however, again we would like to assure you that this is a very rare occurrence. We will be in touch shortly with collection details and appreciate your co-operation with this. The FFD Team

Posted 5 months ago

“Not sure I should leave a review just yet, given my brand new Foster (£2k) freezer was delivered not working”

Helpful Report

Posted 7 months ago

Thank you for your feedback. We apologise that your unit was faulty when you received it. We understand how inconvenient and frustrating it is when you rely on critical equipment and there is an unexpected issue. We arranged for a replacement unit to be sent to you within 24 hours of your original delivery, which you received with a standard kerbside service as per your original order. If you experience any further issue please contact the team and we can look into this for you. Our apologies again. The FFD Team.

Posted 7 months ago

“Nothing wrong with the product, however they lie regarding delivery times, I ordered on the 2nd june, it took them till the 10th June to arrange for delivery, then obviously from there is the 3 to 5 day window. When you talk to FFD, they want to blame the supplier, not taking into consideration that i never brought from their supplier, I brought from FFD, zero accountability, zero recalls even though promised they would of 3 occassions and not 1 person called me back.”

Helpful Report

Posted 8 months ago

Thank you for your feedback. We always aim to make deliveries within the advised timeframe, however on this occasion there were access queries to your address and the supplier questioned whether the 18 tonne lorry that deliveries are made on would be able to get to you. This led to them raising the issue with their delivery company to make sure that delivery could take place - the delivery team then contacted you for clarification. Unfortunately this added additional time on to the delivery which we apologise for. We appreciate that you bought from us and not the supplier however, as it is them that arrange delivery, we were only able to liaise with them on your behalf. We communicated all of the information we received from them to yourself, however we understand your frustration that we couldn't give you all of the answers you wanted. We will review our processes moving forward to make sure that if a similar issue arises again, we provide additional contact with the customer to inform when we are still waiting for an update, so that they are fully aware of the situation. The FFD Team

Posted 7 months ago

“some products didn't arrive, we emailed them and they haven't replied yet. looks like they don't care about customers after the order has been paid. shame.”

Helpful Report

Posted 8 months ago

Thank you for your feedback and our sincere apologies on this issue. Unfortunately the team member you were in contact with has been out of the office and their email was not being monitored. There appears to have been a miscommunication between ourselves and the manufacturer and so some of your order was missing. This is being sorted now with the upmost urgency and the team will be in touch with an expected delivery date. We are expediting this as quickly as possible. We appreciate the importance of getting essential equipment as quickly as possible, so again, we apologise for the inconvenience that this has caused. The FFD Team

Posted 8 months ago

“I pacifically check the sizes and order it, but unfortunately they have put wrong size on the advertisement. You should double check with correct size for these Units”

Helpful Report

Posted 9 months ago

Thank you for your review. We apologise for the inconvenience caused. As equipment is delivered directly from the manufacturer, we can only display the information that we are supplied with, without being able to check specifications ourselves. On this occasion the dimensions we were given were incorrect. We appreciate that when you place an order you expect the details to be correct and we are sorry that on this occasion they weren't. We are pleased, however, that we have been able to reach a satisfactory resolution on this matter for you. The FFD Team

Posted 8 months ago

“Absolutely shocking! Fridge doesn’t work and won’t refund or replace it, just want to send someone to look at it! Have been without working fridge now for over a week and still waiting for someone to look at it. Would rather a new one but have refused point blank! Will never buy from FFD again!”

Helpful Report

Posted 10 months ago

Thank you for your review. We understand how frustrating and inconvenient it is when refrigeration isn't working, however we have raised a warranty call out with the manufacturer and engineers aim to attend call outs within 1-3 working days. The manufacturer does reserve the right to attend site where a fault has occurred to inspect the issue and see if it can be repaired before offering refund or replacement alternatives. This is standard with all manufacturers in the commercial industry. As we have explained, if the equipment is irreparable, the manufacturer will have to replace the equipment, but until this has been determined we are doing all that we can. We will continue to liaise with the manufacturers for you to ensure this issue gets resolved in the quickest time possible. We are working for you on this matter while working within predetermined parameters. If you would like to discuss this further with the team, please get in touch and we'll be happy to confirm the actions we are taking.

Posted 10 months ago

“First time using and very disappointed. Delivery slot was for 8am- 6pm and waited all day. Had to called at 5 as I had no call to say when they are coming. I was told they will be there before 6pm. Didn’t turn up, then I started calling every half hour to then find out they will not get to me til 8pm. Poor service and didn’t even call to apologies for the late delay. Very disappointed, I would of turned it away.”

Helpful Report

Posted 10 months ago

Thank you for your feedback. We apologise that your delivery was made outside of typical times, and we can assure you that this is a rare occurrence and not standard practise. The delivery company made contact with you shortly before 5pm to notify you that delivery would be delayed. They didn't inform us that you had raised any concerns at the point of contact however we do appreciate that late deliveries can be inconvenient and frustrating. Delivery teams always try to make delivery on the advised day, however if this was inconvenient for you, it would have been rearranged at your request. Unfortunately, delivery schedules, while carefully planned, cannot account for traffic, accidents or other unforeseen circumstances that are the causation of delays and so the delivery team do try to keep customers informed if there are any issues. While we advise that someone must be on site to accept delivery, we do also say that the delivery company will notify when they are on route. This is to avoid customers having to potentially wait in all day. Again, apologies for any inconvenience.

Posted 10 months ago

“I give this company a 1 star because I could not award it a zero. I ordered an ice machine which was delivered damaged. We notified them on day 3 when the packaging was removed it was damaged and they refused an exchange and offered a 50.00 rebate. Assuming it may just be cosmetic we installed it and it broke down after 1 day. Please never deal with this company. Handing this over to trading standards”

Helpful Report

Posted 11 months ago

Thank you for your feedback. Unfortunately we were not made aware that the unit wasn't working until we received your review. We have been in contact with the manufacturer who will be attending site to assess the unit. Our team is dealing with this as a priority. We will remain in contact in contact with you over the matter.

Posted 11 months ago

We believe that this issue has been rectified by the manufacturer and parts and labour were all covered under warranty. If you have any further problems, please get in touch and notify the team and we'll be happy to help.

Posted 10 months ago

“Delivered quickly, spent a lot of money with then, but after 4 months 1 unit broke down to be told my warranty is void because I live on a Scottish island, absolute nonsense from them, will use someone else in future”

Helpful Report

Posted 1 year ago

Thank you for your review. We apologise that the warranty was not explained to you at the time of purchase. The team member who dealt with your order was new and was unaware of policy. Replacement parts have been sent out and we have attempted to contact you to make sure that you have received them and your equipment is now in full working order. As we have not had a response, we assume that this issue is now resolved. If this is not the case and you require further assistance please get in touch and we'll be happy to help.

Posted 10 months ago

“The items came in 3 different delivery times. I had to call up to find out why? Blamed it on the company you ordered from. I was waiting to hear from you what my options were to cancel it but I didn’t get a response. I’m not happy with the items, they are smaller than I was expecting and they don’t do well with the heat. I was told I could return them if they wasn’t used but I’d have to pay to send them back. This could be almost as much as I paid for them, so why bother! I won’t be using or recommending this company”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We have looked into this and are unable to find any details of your contact with us. Can you tell us how you contacted us so we can look into this further? Your order is sent to you directly from the manufacturer, not ourselves. We sent your order to them as one single delivery request, however, as the manufacturer has multiple warehouses around the country, they may dispatch items from different sites. This is standard for this manufacturer and something which we have no control over. As for the unexpected size of the items you ordered, the litres capacity, height and diameter of each product is clearly stated on the product page to give you information before you make a purchase. We would have happily clarified this for you over the phone, WhatsApp message, live chat or email, before you made your online purchase. With regard to sending your order back, your purchase was made in a commercial capacity and is therefore subject to a restocking charge if returned. This is standard practise across the industry and is explained on our website and in our terms and conditions. If you had contacted us regarding the restocking fee we MAY have been able to look at waiving the charge however this is not a standard procedure. If you could supply the details which you contacted us on, we can look into this further for you.

Posted 1 year ago

“We have ordered two fridges. One was sent with the wrong colour panel insert and another was leaking after two days of installation”

Helpful Report

Posted 1 year ago

Thank you for your review. We apologise that the wrong colour panel insert was despatched, the correct panel is now on route to you from the manufacturer. Unfortunately we were unaware of the leak you are experiencing until we received your email regarding the issue this morning. As with any issue that is brought to our attention, we have contacted the manufacturer immediately after reading the email as a matter of priority and notified them of the problem. Our team will be in touch with you shortly to start resolving this matter.

Posted 1 year ago

“I received this survey before receiving my product. My order was not delivered as promised when i placed my order. Having had no notification about delivery I had to contact FFD several times. They were polite and apologised each time, blaming the manufacturer. I'm hoping it will be delivered tomorrow.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We apologise that there was a delay in the production of your equipment. Unfortunately we weren't made aware of this. We did contact you as soon as we were notified to explain the situation. We understand your order has now been delivered and is up and running. If you have any issues or further concerns, please get in touch and we'll be happy to help.

Posted 1 year ago

“I bought new chiller and within two days it not working and they said its my bad luck now they kicking me like football from one to another don't buy it”

Helpful Report

Posted 1 year ago

Thank you for your feedback. Regarding your issue, we only sell new equipment, not second hand as you suggested to our sales team, and we have explained that unfortunately, problems do occasionally occur, even with new units. We arranged for an engineer to attend site, replacement parts have been delivered and we believe the engineer is due to return to carry out the repair in the next few days. As your equipment has suffered a fault after only a couple of days, there are no charges for repair. The unit is supplied with a 3 year full parts and labour warranty as standard, so if you experience any electro-mechanical problems within this time frame, engineer call outs and replacements parts will all be completely free of charge. As is stated in our terms and conditions, and is industry standard, the manufacturer reserves the right for the opportunity to repair equipment should a fault occur, without firstly offering a replacement. This was explained to you by our team, and when you looked for further verification of your own accord by contacting the manufacturer directly, even though the contract of sale is held with us and we are your point of contact, this was corroborated, before the manufacturer politely referred you back to ourselves. We understand your frustrations when you have purchased a new piece of equipment and there are problems, however the issue is being dealt with swiftly. If you wish to discuss this further, please contact us and we'd be glad to explain our terms and conditions to you in further detail.

Posted 1 year ago

“Asking to review my purchase yet still not received my purchase. Had confirmation item in stock and order received 21st May”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We have followed up with the manufacturer regarding your order and have been informed that your unit suffered damage during transit. Rather than send a compromised unit out to you, it was taken back to the depot and a new replacement unit dispatched. This is scheduled for delivery tomorrow. If you have any questions either pre or post delivery please get in touch with the team and we'll be happy to help.

Posted 1 year ago

“ordered 2 same fridges and unfortunately 2 different fridges delivered. Took a long time to sort out.”

Helpful Report

Posted 1 year ago

Thank you for your review. For some inexplicable reason there was an error with the factory code of one of the units you ordered where it had a white door instead of a stainless steel door (a white door isn't an option in the UK so the manufacturer is baffled by how it came to be on your unit). We do apologise for this. We arranged for your unit to be swapped as quickly as possible however we had to rearrange to dates that were suitable for you, so it did take a little longer than usual to get this issue resolved, but I believe this has all been sorted now. Please get in touch with the team if you have any further concerns.

Posted 1 year ago

“The delivery was arranged for last Frday 24/05/24. I spent all day waiting for it and it never turned up. Had no call or text to say there was an issue.”

Helpful Report

Posted 1 year ago

Thank you for your review. We apologise that your order wasn't with you last Friday. The delivery driver ran out of driving hours and unfortunately we weren't notified, otherwise we would have passed the information on as soon as we received it. We pride ourselves on keeping customers informed through every step of the process and so we're disappointed that we fell a little short of the mark this time. We believe you now have your equipment and if you need any further help or advice please get in touch.

Posted 1 year ago

“Would not bring fridge inside due to 2 steps on front door.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. As stated on our website and all acknowledgements and sales order emails which you received, commercial deliveries are to kerbside only. Delivery drivers will not bring units into the premises unless an unpack and position service has been paid for. This service is only available where premises have flat level access. This is a standard practice across the industry. FFD Customer Service.

Posted 1 year ago

“Order is not yet complete as delivery is late”

Helpful Report

Posted 2 years ago

Hi, thanks for your feedback. We apologise for the delay in delivery of your order. The team have arranged for delivery as soon as a vehicle is next in your area. Thank you for your patience and we'll have your equipment with you as soon as possible. We will keep you updated, however if you have any questions in the meantime, please contact the FFD Team and we'd be happy to help.

Posted 2 years ago

“Didn't get the product”

Helpful Report

Posted 2 years ago

Thanks for your comment. The delivery company have attempted to make delivery on four occasions, however no-one has been at site to accept delivery. As this is a purchase in a commercial capacity, and as is stated on our website and on order confirmation emails, somebody must be at site to accept delivery as drivers will not leave packages unattended. We understand that a fifth delivery attempt has been made and you are now in receipt of your order. If you have any further queries about your order, please get in touch and we'd be happy to help.

Posted 2 years ago

FFD Commercial Refrigeration is rated 4.7 based on 1,795 reviews