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.

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.

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!

Roberto-Carmine R.

2.6 rating is clearly due to clients over-exaggerating.

The company and colleagues exceeded expectations in a proffesional and assertive manner. Receiving a 5 / 5 in customer services.

The product we purchased is at a rating of 75/100 quality.

The price of the product we purchased was at a rating of 85/100 in affordability.

The telephone services are at 100/100, haven't contacted a company with such extraordinary skills in helping and providing information.

Piccola Cafeteria & Pizza LTD is indeed very happy of the outcome and resolution of the purchase/delivery of ecatering products.

Piper T.

I purchased a
Gastroline 2 Door Refrigerated Sandwich & Pizza Prep Counter 5 x 1-6 GN Pan from this company because they had the best deal at the time.

After a couple of days of fitting (allowing time for the temperatures to sort themselves out) i noted the temp wouldn't stay stable so I set the temp to 3.5 in the hope it wouldn't go above the 5° the FSA say it should be at, but no, it goes down to 3.5 then upto 6° and above sometimes. I reported this and was fobbed off with allsort of replies telling me to set it to a different temp, give it a few days and if it's still the same they'll sort it. I rang them and was told that the service team isn't in and 'i' don't know when they'll be back (useless) i told them that in 4 days time I will be closed for 2 weeks and the fridge isn't at FSA regs enough to store anything so I'll have to chuck everything away if someone doesn't come sort it out, I was ignored until the day I was going to close for 2 weeks, I was told they would send someone out. On my return after 2 weeks I have emailed a few times and now I'm being ignored!!

AVOID NO MATTER HOW GOOD THE DEAL SEEMS!!!!!!

Elaine G.

We would like to thank ECatering, for the seamless process of bringing the authentic pizza experience to our backyard, from the high standard customer service, assisting us in purchasing the right oven for our space and needs, to the efficient and timely delivery, we have found ECatering to be a reliable customer-focused company that delivers on its promises, we fully recommend ECatering.

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.

Sharon

EDIT AFTER CHASING AGAIN(BY EMAIL) I WAS INFORMED THAT IT 'SHOULD' BE ARRIVING TODAY OR TOMORROW. IT FINALLY ARRIVED ON WEDNESDAY A WEEK AFTER I PLACED THE ORDER............................ Used this company twice now. Paid £8.50 for next day delivery (ordered Thursday am) now Friday pm. Waited in all day and because the last time I ordered it didn't arrive until the day after it was supposed to, this time I decided to chase it. Customer services said it was only dispatched today even though email confirmation said dispatched yesterday. When I queried why I paid for next day delivery I was told that it was just delivery cost and not guarantee of next day. AVOID IF YOU NEED ANYTHING IN A HURRY...WONT BE ORDERING FROM THEM AGAIN.