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
See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
Great customer service, prompt delivery, would highly recommend.
January 20, 2025
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your 5 star review. We love to hear from happy customers! Give us a call if we can help with anything in the future.
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Excellent customer service on the…
Excellent customer service on the phones, product and delivery spot on. Will definitely use again.
January 23, 2025
Unprompted review
Reply from FFD Commercial Refrigeration
We place a premium on high levels of customer service, so we're delighted to hear your feedback. If you need anything in the future, we'd be happy to help.
Fantastic products and great customer…
Fantastic products and great customer service .... will continue to do business with a trusted partner . I would give 10 stars if there was a option.
January 15, 2025
Unprompted review
Reply from FFD Commercial Refrigeration
Thanks for your great review. We're pleased we could help!
Disappointing-none green
Fridge purchased and the digital display has failed. The issues happened in warranty however, my mistake, I thought the warranty was 5 years and it's only 3. FFD said "their hands are tied" and can't help. So basically buy another and throw this product away. Not very green is it. I pointed out to Liam from FFD that the customer expeince includes when things go wrong. They are totally disinterested. Won't buy from them again. Should have gone with the significantly cheaper option of buying from curries at a 5th of the price with the same warranty period.
January 6, 2025
Unprompted review
Reply from FFD Commercial Refrigeration
We're sorry that you took our responses to be unhelpful. As you purchased your equipment nearly 5 years ago it is outside of the 3 year warranty period, and so we could not arrange to repair the unit under the warranty terms. We did supply you with the contact details of an engineer however, the call out, parts and repair would be chargeable to yourself. You could have purchased a domestic unit for cheaper instead of the commercial unit which you chose, however, this again would not have covered repair if it was out of the warranty period. We aim to give our customers a professional service and always offer full support when issues arise and wherever we are able.
Professional and personal service
I've recently set up a sandwich shop and I needed to buy a fair amount of equipment. Frustratingly, a lot of my deliveries arrived damaged. Very stressful when you're opening in a few days! My ambient/fridge unit from FFD arrived damaged too but the reason for my five star review is the pure professionalism I received by them sorting it out.
You speak to a real person, in my case Carol. She sorted the problem from start to finish. She arranged collection, sorted the credit note, took an order for other items instead of replacing the original order. These items arrived the next day, on 20 December!! Amazing service.
I know what it's like when you're searching around for the cheapest deal but if you want peace of mind for great products, good prices and wonderful customer service, choose FFD (not appalling Expondo or Adexa!) FFD have definitely earned their 5 star rating. Many thanks.
December 20, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your great review. We appreciate that unforeseen issues out of anyone's control, do occasionally occur and can be a great inconvenience to businesses. We firmly believe that these situations need to be remedied as quickly and professionally as possible, to the customers satisfaction. We're delighted we could help to rectify this issue for you and it's great to hear from a happy customer.
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Laura has been incredibly helpful…
Laura has been incredibly helpful trying to sort out a problem that occurred with the fridge that we ordered. Very quick to respond and has gone out of her way to help. Thanks Laura.
December 16, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you so much for your lovely review. We always aim to give our customers a first class service, and rectify any potential issues with equipment as quickly as possible. We'll make sure to pass on your kind words to Laura. We hope you have a Merry Christmas!
Their driver collect wrong item without…
Their driver collect wrong item without any permission and they tried extra charge 200 pound delivery to me cuz Carole said not their driver’s fault I opened court against them now they keep calling me give back my stolen items back but it’s too late stay away from this company guys!
October 15, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
dicksunmejoahskd,
As of late 2024 - We have processed over 100,000 orders in the 16 years+ that FFD have been in business. We have over 60,000 customers. We have 1000s of positive reviews and only 47 negative reviews (including 1 and 2 star) across all review platforms (Reviews.io, Trustpilot AND Google)
At least 4 or 5 customers, including yourself and Mr Karaayit, have left 2 or more reviews for the same issue. So, even if we count multiple reviews for the same issue, it equates to less than 3 negative reviews per year, for 16 years, on an average of 6500 orders per year.
This calculates to 0.046% negative reviews to total orders per year/rate. I will leave it to the readers to decide whether we provide a good service or not.
We highly encourage reviews good, bad or indifferent but only if they are honest, truthful, fair and reasonable.
Unfortunately, we now live in an age where an ever-increasing number of customers online are in the habit of threatening to or actually write defamatory, untruthful reviews that are an attempt to "bully" businesses for the most unfair reasons. In this case, the facts are that you ordered a product from us (it transpires that you ordered the incorrect unit). Delivery was attempted and failed on 3 occasions. When you arranged for the incorrect order to be collected (again, this was attempted 3 times before you were at site), we were on the phone to you and told you which item was to be returned. You sent back a pallet of goods from a competitor. We have tried to redeliver your pallet however this is also failing. Despite numerous attempts to contact you via phone calls and email, in order to get these products back to you and collect the original piece of equipment, you are ignoring all correspondence.
SCAMMERS!
SCAMMERS!
Ive refunded my burner they charged me 240 pound extra cost I never used it and refund after 4 days driver get different item without my permission and they want extra 150 pound extra delivery charge I opened court now they want give back my items free stay away from this company they are lies and scammers
October 11, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Mr Karaayit,
As of late 2024 - We have processed over 100,000 orders in the 16 years+ that FFD have been in business. We have over 60,000 customers. We have 1000s of positive reviews and only 47 negative reviews (including 1 and 2 star) across all review platforms (Reviews.io, Trustpilot AND Google)
At least 4 or 5 customers, including yourself and dicksunmejoahskd, have left 2 or more reviews for the same issue across multiple platforms. So, even if we count multiple reviews for the same issue, it equates to less than 3 negative reviews per year, for 16 years, on an average of 6500 orders per year.
This calculates to 0.046% negative reviews to total orders per year/rate. I will leave it to the readers to decide whether we provide a good service or not.
We highly encourage reviews good, bad or indifferent but only if they are honest, truthful, fair and reasonable.
Unfortunately, we now live in an age where an ever-increasing number of customers online are in the habit of threatening to or actually write defamatory, untruthful reviews that are an attempt to "bully" businesses for the most unfair reasons. In this case, the facts are that you ordered a product from us (it transpires that you ordered the incorrect unit). Delivery was attempted and failed on 3 occasions. When you arranged for the incorrect order to be collected (again, this was attempted 3 times before you were at site), we were on the phone to you and told you which item was to be returned. You sent back a pallet of goods from a competitor. We have tried to redeliver your pallet however this is also failing. Despite numerous attempts to contact you via phone calls and email, in order to get these products back to you and collect the original piece of equipment, you are ignoring all correspondence.
I’ve been using this company years…
I’ve been using this company years now recently, my fridge went down. They sent me one out soon as possible great company Great staff. Thanks again
June 1, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your great review. We always love to hear from happy customers. If you need anything in the future, please get in touch and we'd be happy to help.
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Upped their price!
I wanted to order a freezer for a charity at the advertised price on their website. It needed to be by bank transfer so I filled in the pro forma to get the bank details and they give me a different price. I send in the screenshot of the price I see. They then claim it was an error on the website which they have now corrected and will only do the higher price a difference of £145.48 which is alot for a charity. Had the charity had a card I would have bought it at the original price which had been showing for days on the website and they would have had to honour that price. I wouldn't trust a company who acts like this.
April 12, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your feedback. Prices often change for the circa 15000 products we have on our site, and we update them regularly. On the day you wished to make a purchase, the price for that particular item on our site was displaying correctly at the higher price. We had previously updated prices on the Wednesday, before noticing that there was an error on Thursday, at which point all prices were rectified. The screenshot you sent to us on Friday was of 1-2 days previously, before the price had been changed, and not a reflection of the live site at the time you wished to purchase. Therefore, we were unable to honour a historic price. We were honest and upfront with you about the issue, as we are with all of our customers, but unfortunately we cannot supply equipment at a loss.
FFD Customer Service
Faulty product and replacement part
I had a freezer delivered on December but with EU plug.
One week ago my freezer stopped working. It was under parts warranty and yesterday I have received the part yesterday.
Today my technician arrived and was upset, the part was not the right one but we have decided to install it to realise that is faulty.
Now I have to wait if they are going to replace the faulty part.
But still I have to pay another visit because of their fault.
3 stars as I had good experience before and as it's manufacturer fault also.
2-2-2024 The response was so fast and as the part was sent from the manufacturer I will give 4 stars.
February 1, 2024
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your review Andreas, we appreciate all feedback from our customers. We apologise that the wrong part was dispatched to you as per the engineers report, however we are working with the manufacturer to get this rectified as quickly as possible for you. We will pass on your feedback to the manufacturers and please get in touch if we can offer more assistance in this matter.
Excellent all round
Good prices. Speedy delivery. Excellent customer service - both via email and phone...yes, they employ human beings who pick up the phone and actually help, and want to help. Units purchased were very quiet and effective. Would recommend Fridge Freezer Direct. Keep up the good work!
October 5, 2023
Unprompted review
Reply from FFD Commercial Refrigeration
Thanks for your great 5 star review. We make first class customer service a priority and so we're delighted to hear that you're happy with the service you received. If you need anything in the future, please get in touch with the team, we'd love to help.
Very happy
Nice when you find the product you're after at a very good price with fast delivery.
Will definitely be buying from them again.
March 2, 2022
Unprompted review
Reply from FFD Commercial Refrigeration
Thanks for your 5 star review Paul. We love to hear from happy customers and would love to help you with anything in the future.
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Good experience, would use again!
I was a little concerned after seeing some of these reviews but we had a good experience overall!
After ordering we realised the item would not fit through our front door. Customer support halted our order and gave us time to find an alternative/recommended item for us. We paid more money but we did end up getting a better fridge!
Delivery was great! We were kept informed the whole time and the delivery drivers were very friendly. They had a tough job fitting it through our door but they knew exactly what to do and everything went smoothly.
I would recommend!
January 10, 2023
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your 5 star review. We always aim to make sure the customer get the equipment that works best for them, whether that's the equipment itself or the delivery service that is available. We're delighted to hear that you're pleased with the service you received and if there's anything you need in the future please get in touch, we'd be happy to help.
Unprofessional behaviour
My complaint and my extremely bad experience focuses on one person (Carol C.) who was sarcastic and unable to demonstrate professionalism. The representative wanted simply to charge additional fees only to receive more money. I had made 3 orders and Tom W. was amazing and very helpful and polite but ultimately that lady failed to maintain the good reputation of the company.
September 21, 2022
Unprompted review
Reply from FFD Commercial Refrigeration
We're sorry to hear that you feel members of our team acted unprofessionally. We had tried to contact you to book in your delivery however you missed the call and therefore were not present at site when delivery was attempted. As is stated on our website here - https://www.fridgefreezerdirect.co.uk/delivery-and-returns, when no-one is available at site to accept the equipment this will be classed as a failed delivery and a redelivery charge will be applicable. Carol was unable to waive this charge as it is a fixed fee set by the manufacturer and not something which we have control over. We apologise that by explaining our policies you felt she was being unprofessional. If you would like to discuss this further please get in touch.
Great Customer Service - Initial item was delivered damaged by…
Initial item was delivered damaged by courier, however after discussions with FFD, they arranged for a replacement, which was received and is a great product.
September 5, 2022
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your review. Unfortunately damage occasionally occurs during transit by third party couriers however we always aim to rectify any problems as quickly as possible. We're pleased that we could resolve this issue for you and that you're happy with the product you received. If you need any help or advice in the future please get in touch and we'll be happy to help.
The FFD Team
Great costumer service
January 4, 2022
Unprompted review
Reply from FFD Commercial Refrigeration
We place a premium on quality customer service, so we're thrilled to hear your feedback! Thank you for your review
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Excellent Service and Attitude
Excellent communication. Amazing next day delivery. Carol has been great in dealing with my purchase and aftercare. Used a couple of times now and have been satisfied as much as possible.
November 23, 2021
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for your excellent 5 star review. We aim to deliver a comprehensive sales and aftercare service and so we're delighted to hear that you're happy with your experience with FFD. We'll be sure to pass your kind words on to Carol. If you need anything in the future, please get in touch, we'd be happy to help.
Bostin'
Absolutely overercome with the excellent service. Arrived early than predicted date.
The replacement parts were ideal. Had years of problems now resolved. Would use this company again. Thanks to your team.
Highly recommend to all.
November 1, 2021
Unprompted review
Reply from FFD Commercial Refrigeration
Thank you for taking the time to leave your excellent review. We aim to give all of our customers the highest levels of service and support and so we're delighted to hear that you're happy with your experience with FFD. If we can help with anything in the future please get in touch, we'd love to hear from you.
Great company
Great company, excellent after sale customer service. I found Ben especially helpful. Will definitely be using again.
July 29, 2021
Unprompted review
Reply from FFD Commercial Refrigeration
Thanks for taking the time to leave a great review. We love to hear from happy customers! We'll pass your kind comments on to Ben and if you need any further support, get in touch and we'll be happy to help.
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