04/11/2026
Sometimes it's not the problem itself, but how you're treated when you try to resolve it.
We've gone back and forth about whether to share this, but a few weeks have now passed, and we feel it's only fair to be honest about an experience we've had with Adexa Direct.
We recently purchased a commercial undercounter fridge. When we eventually unpacked it, we discovered that the marble worktop was cracked. The packaging, including the protective polystyrene, was completely intact, so the damage wasn't visible until everything had been removed.
Here's where things became particularly frustrating.
We contacted the delivery company, Inter-haul, within minutes of discovering the damage. We genuinely thought this could be sorted quite simply. The driver and vehicle had only just left, and we hoped they could return, collect the unit and take it back to the warehouse.
Unfortunately, they refused to come back.
We appreciate that anyone who knows Chaii Hub knows we're situated on a busy high street cross roads.The delivery vehicle had been blocking the road, and there was pressure to get it moved. We couldn't realistically unpack the entire appliance there and then.
Instead, we were left with a damaged fridge taking up valuable space in our seating area, while we spent weeks going back and forth trying to get someone to take responsibility.
We provided videos, explained the circumstances and repeatedly tried to find a reasonable solution. Much of the communication felt like automated email responses repeating the same message: the delivery had been accepted, the paperwork had been completed, and that was that.
It left us feeling rather neglected and, if we're honest, completely ignored.
What made it harder was knowing that a simple collection, potentially within minutes of the damage being discovered, might have prevented weeks of frustration.
The whole experience took a real toll on me personally. The constant chasing, the lack of progress and feeling as though nobody was listening became genuinely stressful. Something that should have been straightforward turned into a drawn-out ordeal.
We eventually stopped pursuing it. Not because we were happy with the outcome, or because the matter had been properly resolved, but because we simply couldn't keep giving it our time and energy.
We're a small, independent, family-run business. We understand that things go wrong. Products get damaged, deliveries don't always go to plan and mistakes happen. We don't expect perfection. But we do believe in taking responsibility and treating customers fairly when something does go wrong.
Sadly, that wasn't how we felt we were treated.
We won't be recommending Adexa Direct, and we think it's important to share our experience so others can make an informed decision.
One thing we'd genuinely encourage anyone ordering large appliances to do: check absolutely everything before accepting the delivery. Don't just check the outside packaging. Unpack it completely, even if that means making a mess and taking longer than you'd planned.
We put our hands up and accept that we could have inspected more thoroughly at the point of delivery. It's a lesson we'll certainly take forward.
We just wish the companies involved had shown the same willingness to find a solution.
Anyway, that's our experience. We wanted to share it honestly, without making a drama out of it, because we know many of you are small business owners too and might find it useful.
Onwards and upwards. ❤️
Sunny & Preeti
The Chaii Hub Team
