FFD Commercial RefrigerationOpiniões 

Resposta da FFD Commercial Refrigeration

15/02/2019

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.

Resposta da FFD Commercial Refrigeration

21/12/2018

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

Resposta da FFD Commercial Refrigeration

1/10/2019

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

Resposta da FFD Commercial Refrigeration

11/04/2018

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

Resposta da FFD Commercial Refrigeration

31/10/2017

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.

Resposta da FFD Commercial Refrigeration

31/10/2017

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