Catering Appliance SuperstoreReviews:
388 reviews in the last 12 months4,108 total reviews
Excellent
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Top positive review
30 May 2023
Verified review
I put 5 stars for the promptness of delivery, but the delivery itself has a lot to be desired, we were in the house waiting for the delivery, neither the doorbell or the door was knocked because 2 hours after it was expected we got a text to say it had been delivered 4 doors away, the driver couldn't be bothered to deliver to the right house. as it was we were unable to check the item for damage, Fortunately it was well packed and undamaged. service great - delivery rubbish.
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Top negative review
18 Oct 2023
Verified review
0rdered a large quantity of chairs and was promised next day delivery where I was expected to wait between 8am and 6pm - delivery never happened and when I called Customer Services to try and get couriers no I was told I couldn't have it. later I was told they had tried to deliver at 9.15 - my CCTV disproved that as they had never been at all. Then I was told later that the courier company didn't accept incoming calls (really! how do they run their business?)
I was then told that delivery would be the next day (Friday) again told I had to wait from 8-6 and no they didn't have any tracking information and again they couldn't give me the couriers number
waited till 1pm and got really fed up by this time with unhelpful Customer Services so called again and insisted that she called the supplier to get me a delivery time - she came back 20 mins later to say it hadn't been shipped at all and that it would now be Monday and later sent me an email telling me it would be between 8 and 1pm and would I like to click the link on the email if I was satisfied with the customer service I'd been given - what a joke!
Delivery came Monday and on asking the courier who was part of Palletways who pride themselves on their ability to track every pallet shipped (remember I was told they didn't do that) it was established that they had not received the shipment until Monday morning so it was never ever going to have been the next day for the previous Thursday so two complete days wasted waiting on a shipment that was never going to arrive
I just felt I was lied to and fobbed off with completely unhelpful customer services and will not be using this company again
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Reviews for Catering Appliance Superstore
6 days ago
Verified review
Products were incorrectly priced on website.
Ordered a fridge, then a couple of days later informed of pricing error on website and that the order would not be honoured.
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Answer by Catering Appliance Superstore
2 days ago
Dear Glen
(As per your latest review, I believe this is the same order)
Thank you for your comments. We experienced a technical issue over the last Bank Holiday weekend which resulted in some of our products being advertised incorrectly at a substantially low (below cost) price.
We identified the issue and rectified it as quickly as possible. Unfortunately, your order was among the few affected by this issue. It was cancelled and no payment was taken. As a gesture of goodwill, we did offer the product to you at a discounted rate.
This was a genuine and honest mistake on our part. Please accept our sincere apologies for the inconvenience caused.
9 days ago
Verified review
Great Customer Service
Major issues with my order, and took 6 weeks to resolve, but the level of customer service offered throughout was very high and made a very frustrating situation far more bearable.
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Answer by Catering Appliance Superstore
3 days ago
Thank you for your review. We very much appreciate your feedback. We are pleased to hear that our excellent customer service team were able to work closely with you to resolve the situation.
12 days ago
Verified review
All delivered to plan. I was a domestic purchaser and would have liked some choices on site before purchase eg we really needed the door to open the other way snd that was quite a task to achieve. It was also unclear on the site whether it had kegs or castors- fortunately for us the latter.
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Answer by Catering Appliance Superstore
2 days ago
Thank you for your review.
We always aim to offer as much information as possible to our customers.
We stock over 50, 0000 items and work closely with our suppliers to ensure clear product information is provided.
We have noted your comments and will endeavour to work closely with this particular supplier to acquire clearer information going forward.
3 Apr 2024
Verified review
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Answer by Catering Appliance Superstore
2 days ago
Thank you for your review.
25 Mar 2024
Verified review
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Answer by Catering Appliance Superstore
2 days ago
Thank you for your review. We welcome feedback to improve our performance
28 Feb 2024
Verified review
Quick delivery with excellent tracking information
We purchased the oven for a local charity who run a cafe to help train individuals with learning difficulties that we support and were keen for it to arrive as quickly as possible, which it did. We were supplied with excellent tracking information which made the whole process easy.
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Answer by Catering Appliance Superstore
29 Feb 2024
Thank you so much for your comments and glad your order arrived promptly
What could we do to improve on 4 Stars ?
13 Feb 2024
Verified review
Very poor service, ordered an item for next day delivery. 3 days later i contacted them and was told it would be delivered the following morning and I would receive a tracking number. No delivery turned up and I emailed and was contacted on the Monday morning to say the item was now out of stock. Zero communication and would never order from them again unfortunately
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Answer by Catering Appliance Superstore
14 Feb 2024
We wholly apologize that you had a poor experience, Unforutantly we were let down by our suppliers on this occasion who assured us they had one of these products in stock.
Apologies again for any inconvenience caused
16 Jan 2024
Verified review
I was disappointed when on opening my work parcel an item was broken . The driver rushed off not giving me chance to check or sign for the parcel as request by the company .
I contacted them immediately on opening and a replacement was sent within a few days ., was impressed with the service
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Answer by Catering Appliance Superstore
14 Feb 2024
We are very sorry to hear that your package arrived damaged but I am glad this was sorted out quickly for you
We hope to deal again with you soon
2 Jan 2024
Verified review
Can’t rate any higher as I have still not received my order and I paid for next day delivery on the 19th of December
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Answer by Catering Appliance Superstore
14 Feb 2024
Hi, I would like to apologize for the negative experience you have had with Catering Appliance Superstore.
Reading through the case notes I can see we shipped your order Via DPD on the 19/12 for a next-working-day delivery.
You contacted us on the 02/01 to advise this had not been delivered, After investigating with DPD they advised they attempted several times but it had been returned to the sender
We shipped a replacement out immediately.
I understand this has now been received.
Please accept our apologies for the inconvenience caused to you.
2 Jan 2024
Verified review
Have smaller delivery windows as standard
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Answer by Catering Appliance Superstore
14 Feb 2024
Thank you for your 4-star rating and valuable feedback.
We are constantly looking for ways to improve our delivery service, We do work with several delivery companies that offer a 2-hour window for deliveries and are always on the look out for new ones!
29 Dec 2023
Verified review
Easy to order and delivered on time. We had ordered the same product ramge from Nisbets and we are still waiting for the delivery... 3 weeks later.
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Answer by Catering Appliance Superstore
14 Feb 2024
Thank you for your kind words and sharing your experience.
18 Dec 2023
Verified review
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16 Dec 2023
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12 Dec 2023
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20 Nov 2023
Verified review
Would never use again, terrible customer service and charge you lots of money to return item and don’t offer you any help whatsoever to get it returned. Honestly beware! Stay away!
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Answer by Catering Appliance Superstore
15 Dec 2023
I am sorry to hear you are not happy with our terms for return, Unfortunately, many of our products come directly from our suppliers, Which means our suppliers often set the restocking charges which in turn are passed onto us.
We simply cannot absorb these costs and like all other commercial catering equipment suppliers we have to charge a restocking charge, which we make clear in our terms and conditions accepted at sale on our website
13 Nov 2023
Verified review
Quick delivery & product in good condition
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Answer by Catering Appliance Superstore
15 Dec 2023
Thank you for your review
10 Nov 2023
Verified review
Not good promised delivery in 3 days, but didnt even have it in stock.
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Answer by Catering Appliance Superstore
15 Dec 2023
Apologies you are not happy with our service, We do try to keep our website as accurate as possible with stock availability. I can see on this our suppliers failed to disclose that they did not have this item available. I can see we let you know within the hour that there was an issue and refund immediately
Apologies for the inconvenience
27 Oct 2023
Verified review
25% restocking fee is outrageous and disgusting. I know an awful lot of people in the hospitality industry and I will be making sure that they never use your company.
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Answer by Catering Appliance Superstore
15 Dec 2023
I am sorry to hear you are not happy with our terms for return, Unfortunately, many of our products come directly from our suppliers, Which means our suppliers often set the restocking charges which in turn are passed onto us.
We simply cannot absorb these costs and like all other commercial catering equipment suppliers we have to charge a restocking charge, which we make clear in our terms and conditions accepted at sale on our website.
24 Oct 2023
Verified review
I would like to give them no stars. Do not buy from these people. There are other options out there with as good price or cheaper and willing to offer a service.
I also think that haulage companies should take responsibility for the items being delivered. You pay over £1000 for a freezer and they want to charge £300 delivery and £150 cancellations! There is no one in Britain who would find this acceptable
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Answer by Catering Appliance Superstore
25 Oct 2023
Hi Corinne, I can see you have left this review on several of our platforms. To reiterate again, You failed to disclose that your area was not accessible with a HGV despite us advising this on our terms online, your confirmation, your invoice, and the booking in call from the transport team. Therefore you have incurred aborted delivery fees. We make it clear that costs may be incurred if we are not provided relevant information relating to access restrictions.
The £300.00 cost you have been quoted is based on a redelivery using a smaller van from the delivery company and also includes the aborted delivery fee's incurred.
We waivered the standard restocking fee and charged £150 + Vat aborted delivery fee for the cancellation of order.
It is the responsibility of the customer to advise us of any restrictions at site and we cannot be held responsible for you not providing this information and the delivery failing as it would not fit down the single track lane. Once the suppliers confirm the unit is back a credit will be raised less this fee and this matter will be closed