Foodservice Equipment Marketing Ltd (FEM)

I am extremely dissatisfied with their service so far. I ordered some gastro pans, lids and drain shelves as every single one of these items seemed to be 'in stock'. After placing the order, paying the money and the postage, I received an email saying " 84CW135 is currently out of stock with an approx. lead time of 5-8 weeks". When I scrolled through the order form, I saw that the drain shelves had this code so I said okay as I didn't need those shelves urgently. When I received the post, I saw there was only lids and shelves and the most important item, the pans, were missing. When I asked what happened to the pans, they said that is what they meant when they sent me the code. First of all, how am I supposed to understand what those codes are for? When I placed the order, there weren't codes, there were item names like pans, lids and drain shelves. When I asked for a refund for the pans, I requested the postage fee as well (10), I was told they would not refund it. Secondly, it is not my fault that they put items on their website, get the customer to order them, get 10 for postage, only to go back to say "the item is out of stock". Why on earth did I pay 10 for the postage if all I got was some lids? I am running a pizzeria and am I supposed to keep the food stored in those lids? What a nonsense and horrible service. As a result, I am out of pocket for the 10 postage fee they got from me, and all I have is some lids with no pans. EDIT: I was contacted by one of the directors who kindly offered me the postage back.
Sep 25th, 2021

Nice chap very helpful.
Oct 7th, 2020

Do not buy from this company. Selling NOT FIT FOR PURPOSE items, will not let you return and do not accept customer feedback.
Sep 3rd, 2019

Very professional and polite staff.
Feb 6th, 2018