Frozen Brothers Reviews 256

The worst service and company to ever deal with!
From the very beginning the whole experience was terrible, it was and is the most blasè company i’ve ever dealt with, it was almost as if they didn’t care if they made sales of the machine or products, so factor this in if your happy to put up with a lot of BS and have the patience of a saint

The amount of issues I've had are unbelievable,
From the beginning we were given mixed information about machines and were told we needed a certain socket or waterlines which we paid professionals to carry out, turns out we didn't really need most of it, from the time we turned on the machine our electric bill went up around 30%, I’ve not even considered the cost of water. You need to rent a gas can as well pay for the gas. The cups are 4 times the price of the plain equivalent ones, the syrup is £104 a box so factor this all in if you don’t mind losing money.

The machines themselves are very poor and fail regularly so much so that im amazed when they don’t. On at least 5 previous occasions we’ve come in the next morning to find our floors flooded with the syrup and the machine empty. As i’am writing this my floor is flooded yet again making this the sixth, i wish i could post pics! At £104 a box with 4 boxes connected thats a massive loss let alone the time the machine is down and this is one of several issues we regularly face. In the time i’ve had mine almost every serviceable part has been replaced at least once if not twice, i’ve even had the whole machine replaced and the funniest part of it all was the replacement was also faulty, which had a whole other fiasco to it being repaired, the parts needed were delivered to the technicians home while he was on holiday, so i had to wait for him to come back and then fit me in his schedule to carry out a repair, ABSOLUTE JOKE.
So we’re now in the middle of August 2024 and this year so far the machine has been fully operational around 3 and half weeks. Now i understand how most cinemas and big brands slush machines are out of order! You can only make decent money if the machine runs well as the product itself is great and sells itself and even attracts customers in, so factor this all in of you’re crazy enough to get one.

You will unable to reach or speak to anyone with any real authority on the phone, forget about even asking for managers or supervisors, they’re to precious for us peasants. Emails very rarely get responded to and getting compensation is like getting blood out of a stone even if they’re are fully of aware of all circumstances. So factor that in as well

Almost makes me think all the bad reviews are saying similar things and the good reviews are only saying great things with responses from frozen brothers themselves must be all fake ?

Beware and deal with this company at your own financial peril

Fantastic service with a smile. Very efficient. Arrived on time did a great job and the machine is now working perfect.

I have never in all my days in business come across such a rude and unapproachable company as frozen brothers. The customer service is absolutely disgusting. Management are so important that you are not allowed to talk to them on the telephone. After three phone calls to ‘customer service’ trying to resolve the ridiculous situation with my tango ice blast machine I was told “ if I called again my number would be yellow carded” which basically means my number would be ignored!! Thats what they customer service? As their final insult they refused to sell my shops any syrup. Absolutely disgusting service

I have been consistently impressed by the exceptional service provided by Frozen Brothers over the past few months. Their level of service and speed have truly reached new heights. Every interaction with them has been helpful, fast, and friendly. Their online app is not only amazing but also simple to use. I particularly appreciate their YouTube help videos which are incredibly informative and helpful. A huge shoutout to the amazing staff at Frozen Brothers - your dedication and hard work have not gone unnoticed. You all deserve a gold medal for going above and beyond to ensure customer satisfaction.

Had machine for 3 years; paid upfront. Has been operational for a total of about 14 months out of the 36. No sign of compensation and now the lease has ended I’m being bombarded with ‘final reminder’ and ‘overdue payment’ correspondence when I’ve repeatedly told them that if they won’t respond to my many officially logged complaints then they can take the machine back now the lease is up. How on earth Tango and Coke continue to licence their brand via this bunch of clowns I do not know.

Fantastic machines, fantastic service, this company is amazing and my customers love Frozen Coke. Happy to recommend this company

I love this company so helpful and very good service. Fanta Frozen sells well and good brand support. Highly recommend

Read all your reviews and am gutted I didn’t do my homework first , have had the machine for nearly three years now and it’s probably only been working 3-4 months in that time , took over a year to receive compensation and they gave us £500 which is not far off one months rental. They repaired it last week and it’s broken again and now I have to pay a call out charge in order for them to come see it (as per their terms and conditions) . It’s a common fault yet we have to continually buy the syrup , make sure there’s enough gas before they’ll even come out , so we have to place an order to watch the syrup drip out at £120 a go ! Honestly the biggest thieves I have ever met but there’s no way out, customer service are horrendous and they do not care

I had had enough with frozen brothers and their worst customer service.
Once you in contract with this company there is no scape at all (as if any problems with machine they seem to ignore all complaints)
they don't care about their clients (who still pays the lease every month but with faulty machine)
they never give you time period when engineer come to visit or fix the machine
I got replacement of faulty part sitting here for almost 3 weeks (keep in mind ice blast machine is not working from past 4 months) but every time I call them they say engineer will contact to you but when no one knows.
I tried today to ask them on phone about the engineer the person on the other side was extremely rude
there was no way one can talk like that. I had to disconnect my call with his rude behaviour cuz apparently by asking why hasn't engineer called us or came to fix the machine offended him
we are bound with them for 2 more years and we simply can not do anything and they don't care.
i wish there is an option of 0 stars

Hi, is anyone taken the contract to a lawyer and what was the outcome
mrhungrys at hotmail couk

This company is absolutely dreadful.

If I could give a zero rating
I would .

They seem to have one person in customer whom is totally unhelpful and obstructive as well as rude

We have leased several machines via shire leasing

Frozen brothers refuse to collect citing inappropriate opening times of 10-5 !

Our agreement finished in summer 2023 and it’s still sat redundant in our store to this date

They finally arranged collection after months of arguing and did not turn up twice

Our experience has been stressful from the outset

The machines are out of action more than they are in service

Their repairs take an age to arrange and tend to break down in the summer months which is when shops are supposed to be able to successfully sell it

They then have endless breakdowns across the country and a lack of engineers to attend to call outs

They assured one outlet per town originally and wait for it if to be built up and then supply neighbouring properties

The faults are left and customers are left high and dry

It’s been an extremely Costly experience for us

As we are effectively storing their defunct equipment we will be charging a weekly storage fee
And contacting trading standards

This is the worst company I have ever dealt with in my life! Their customer service is absolute rubbish. They don't care about their customers whatsoever. My machine has probably worked for 8 months out of a total of 3 years. Their engineers are absolutely useless!!! The same engineer attended my machine 8 times for the exact same fault and it's still not working! Even though I have been paying for this machine for almost 3 years I have not had a good service, they say I can make a compensation claim for the downtime but then they refuse that too. What a shambles...avoid avoid avoid FROZEN BROTHERS

DO NOT EVER WASTE YOUR MONEY OR YOUR TIME WITH THESE GUYS L. THERE MACHINES BREAK EVERY WEEK AND NO ONE COMES OUT TO FIX THEM. THERE CUSTOMER SERVICE IS A CON THEY WILL NOT HELP IN ANYWAY ALSO ITS JUST ONE BIG MESS AVOID AT ALL COSTS

Do not deal with this company.
Horrible customer service, rude, liars.
My machines been out of order for over 4 months.
Many many engineer visits. I've list so much money to frozen brothers.

Worst thing to ever happen.
Before you take a machine with these thieves just look at the reviews.
I think we have enough people on board to take court proceedings against them.

Unfortunately cant give a zero or minus

Avoid like the plague. Zero customer service and beware of the contract they give you.

Steer clear! I am currently speaking with an investigative reporter from a national newspaper regarding the business practices of this company.

They are tying customers into contracts despite knowing that their machinery is faulty. Their current machines have a known CO2 leak. Their contract terms are unfair and unjust. We currently have ex engineers of this company on record stating that the faults with the machines are known and that customers are unable to escape their leases/payments despite this.

More to come