ECatering - Seaham

P K.

TERRIBLE COMPANY- APPALING CUSTOMER SERVICE. Ordered an extractor fan from this company (order number 43832) and paid £306 for it. The extractor fan arrived two days before Christmas and it was packed in a huge box so we decided to leave it unopened until our contractor was free to install the extractor fan on the 27th January. Big mistake. We regret not opening the box straight away.
When we unpacked the extractor fan, it was clear it had been used and returned to the company by a previous customer. The following damage was noted on the extractor fan:
Scratches and marks on the black display panel.
Scratches on the silver part at the front of the extractor fan- top and bottom and on both the left and right sides.
The black fan cover was dented.
Also found a used screw inside the extractor fan.
Explained the above to the company, sent photos and asked for compensation given the scratches and marks. Explained that we had decided to keep the damaged/ used extractor fan that was sent to us as we had waited so long for our contractor to become available to fit the extractor fan.
Really unhelpful customer service team leader (KR)- just kept repeating that as we didn't open the box within 24-48 hours upon receipt, they could not do anything or offer compensation I had requested. They offered us a £30 credit voucher to spend on our next order (which is no use to us as we will never order from them again.)

I again explained that we had purchased a brand new extractor fan from their company, which was clearly a used item upon receipt (someone had used it, returned it and it was then packed and sent to us.) I explained this constitutes misrepresentation and a breach of the Consumer Rights Act 2015. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. Selling a used item as new is a clear violation of these standards. Furthermore, e catering's claim that I did not report the issue in time does not absolve e catering of their legal obligation to provide remedies for misrepresentation or breach of contract. Again, we received the same response from customer service as above. I do not understand how a company is allowed to get away with this behaviour, it's absolutely terrible and infuriating. We have now had to go through our credit card company to make a claim under Section 75. Never buying from this unscrupulous company again. Be warned.

Kevin C.

Had to call customer services about an order which was delivered with incorrect products. The staff were exceptional about putting this right very polite, apologetic and professional. The staff I dealt with shipped out replacement products next day in order for me to meet a deadline order for my customer. The overall experience and satisfaction I had was exceptional and would not hesitate recommending this company to me friends and colleagues. Well done guys and thank you!

Julia D.

The lady on technical support was fantastic and really helped us resolve an issue with a newly delivered dishwasher. It was up and running in 10mins with her assistance. I was really impressed with her knowledge and problem solving. Would 100% buy from them again as now I know I can rely on great after sales service.

lisa C.

Was meant to be next day delivery, waited in all day only to receive a text message on the evening telling me it would be delivered three days later!
Not happy, I purposefully ordered the air con because it was advertised as next day delivery - I have an illness that is life threatening in hot temperatures! Fuming.

abhimanyu S.

Extremely Disappointing Experience
I spent around £3000 on their website to fully equip my restaurant, and I honestly thought I was making a solid investment. Unfortunately, it’s been nothing short of a letdown. I purchased a parts warranty for my spiral dough mixer, but now their customer service is telling me that the wheels aren’t considered part of the product. They’re trying to charge me £56 + VAT for just 4 wheels, while the entire dough mixer itself costs only £560. I’m really disappointed by this and feel completely let down by their lack of transparency and fairness. I won’t be recommending this company to anyone. Very frustrating and upsetting experience.

Hemant T.

This is crazy, so I bought a pizza oven from them and unfortunately it did not fit our operational requirements so I asked for the return which they did and two months past I did not receive my refunds now that I have chased it up a rude customer service lady said refund was not process because product did not come in box Then I explained it to the lady said that we wrapped it and the box was bit broken (because we did open it) however it was delivery driver who did not take it with him. But now the lady wants to argue, so I try to avoid that, Now HERE COME THE CRAZY PART, THEY WILL DEDUCT 40% Cuz IT DID NOT CAME IN THE BOX. Are you crazy you certainly need to fix your return policy before it is too late.

Mi B.

Ordered multiple times chaffing dishes for buffet use , two rice cookers made in Germany, and lamp warmer . Tiny human mistakes are rectified in a very professional matter and dealt with ASAP.

Highly recommended 👌!

Fan Thai Sticks team Chelmsford Essex.

Amrit S.

I recently reached out to eCatering to purchase some parts, and I was impressed with the significant improvement in their customer service. It's clear that this company truly cares about its customers and works to resolve any issues efficiently. My dishwasher, purchased less than a year ago, broke down, so I called to inquire about parts. After providing an engineer’s report, I placed my order, and despite ordering late, the parts arrived the very next day. I explained how urgent the situation was, and they were understanding, knowing that a broken dishwasher can lead to substantial costs in the catering industry. They even recommended a part to prevent future issues.

What really stood out was that they checked in with me and suggested an engineer to help. Customer service generally in the UK has declined over the past years,but eCatering clearly stands apart, as their team is genuinely eager to assist. Unlike larger companies that often make it difficult to get parts under warranty or try to squeeze extra money out of a customer in anyway they can. eCatering is a company that truly cares. They ship parts quickly, and their knowledgeable staff knows exactly how to handle any situation, even in a panic. Matthew’s outstanding service really changed my perception of the company and reaffirmed its commitment to customer satisfaction. Great job, eCatering! Would highly recommend!