Frozen Brothers Reviews 254

fabulous guy.
our technition martin arrived today and he couldnt of been more helpfull,
everything fixed in a timely manner and left everything clean and tidy.
he is very helpful and polite.
5*****

First of all thanks for finally attending my business to remove your equipment. Kevin H who attended to remove the equipment was first class.
However, trying to organise the removal of the equipment took much longer than expected and became a bit stressful, especially as the business was for sale but eventually sold and the equipment needed to be out before the completion of the sale.
After contacting Frozen brothers three times eventually Kevin arrived to remove the equipment but only after 40 days since the first contact.

Martin the technician was amazing, was very helpful.

We’ve had a terrible experience with Frozen Brothers and would strongly advise others to think twice before working with them.

The machines provided have been nothing but trouble — constant breakdowns, poor performance, and unreliable operation that have seriously impacted our business. Even worse is the customer service: slow to respond, unhelpful, and lacking any real sense of urgency or accountability.

We were promised support and reliability, but what we’ve received is far from professional. Communication is poor, and resolutions are dragged out with little concern for the inconvenience caused.

If you’re a business looking for dependable equipment and responsive support, I’d recommend looking elsewhere. This has been a costly and frustrating experience we wouldn’t want others to go through.

Just a lovely business to deal with on al fronts. I used to have a machine from Celtic Drinks and it was always broken with lots of excuses. Cant believe the differences between the two company's..

Met John today he come and serviced my machine really polite and so helpful couldn’t thank him enough
Thank you

ENGINEER WAS PROMPT, EFFICIENT, PLEASANT AND HELPFUL

very helpful, friendly, he went above and beyond to help us. he fully cleaned up after himself.

I'm so pleased to see more individuals leaving reviews for this company in order to warn others who might be tempted by their three-year contracts.

If you’re considering leasing a Tango Ice Blast machine from them... PLEASE DON'T!!! Frozen Brothers are an awful and borderline evil company to deal with.

I left my job when my daughter fell seriously ill and was hospitalized (she had been in and out for five years). In order to be close to the hospital and maintain regular visits, we decided to buy a small local shop. Frozen Brothers promised us the world with their estimates of the earnings we could make using their machine. In total, we lost about £10,000 on wasted syrups, wasted gas, and monthly payments over the three years. It nearly ruined our new business. When we explained our financial situation and the situation with our daughter to them and requested to be released from our contract (as the machine never worked and broke down each and every time they "fixed" it), they threatened us with legal action if we attempted to return the machine and stop the payments.

Frozen Brothers are the worst company I have ever encountered, and I’ve spoken to many others they have wronged with their unfit-for-purpose machines.

Please don’t be lured into entering one of their leases!!!

HE DID THE BEST WORK. HE SPENT TIME AND DONE ALL WORKS PREFECTLY. THANK YOU

Technician Adam great service fast and sorted problem quickly and replaced and cleaned everything he needed
sweet emporium-salford-

Excellent service by Mark D , professional, reliable and knowledgeable. Highly recommend his services thank you

Avoid This Company at All Costs!

If I could give zero stars, I would. Our three-year lease with this company was an absolute nightmare from start to finish. The machine was faulty from day one—freezing issues, broken seals, constant breakdowns—you name it, it failed. Even their own engineers admitted how unreliable these machines are and could never permanently fix the problems.

Our lease ended in October, and despite months of chasing them via email (often with no response), they’ve only just arranged collection—three months later! To make matters worse, they are now trying to charge us a call-out fee £150, even though we provided proof at the time that the issue was never resolved. The only response we had was ‘The YouFix charge will not be waived. We consider this matter to be closed’. Their engineer couldn’t even determine what was wrong, which meant we lost syrups, CO2, and eventually had to switch the machine off entirely. Yet, we were still forced to pay the £301 monthly lease fee for a machine that didn’t even work properly.

Their customer service is appalling. No one seems to have any training, and the engineers—through no fault of their own—are clearly left to deal with machines that are simply not fit for purpose. The company doesn’t care in the slightest about their customers.

Do yourself a favour and steer well clear. Not worth the hassle, stress, or wasted money!

Worst customer service, they do not value their paying customers, have been without syrups for my machine for 10 days, called 6 days ago to be told item was damaged in transit and they will resend the item.

6 days later I call to chase this up and then I am informed that I must pay for the item again. No refund has been received and now without syrups for my machine in which I pay £400+ a month for.

Now they are refusing to speak with me on the phone or let me speak with manager or supervisor. Also left with a machine which is no out of order but I have no option to continue paying for the machine until the end of the lease agreement.

The customer service has been poor from the start, when we first got the machine the product was not right, took 3 months to fix and no reimbursement for wasted syrups/ electric or packaging.

Second time having issues with syrups again no fault of my own.

Worse company ever.
Pure fraudsters. Machine has hardly ever worked. At my wits end. I just want to cancel contract.
There should be some sort of legal obligation by frozen brothers to give me a Machine that works and if not I should be able to terminate contract.
Anyone out there that can advise me it would be much appreciated.
In years to come i can see frozen brothers brought to justice.
Post Office scandal springs to mind.

Possibly one of the worst companies I have ever had the misfortune to jump into bed with, I am disappointed and disgusted at the total lack of taking any complaint seriously, in a 36 month contract the machine was out off commission more times than I could count, Shire Leasing washed there hands the same as FB numerous leaks with Syrup and Gas freezing issues syrup tanks blowing lids off after 36 month off no support I couldn’t get the equipment out my shop quick enough even after uplift they managed to send invoices for an extended lease even after the machine had been uplifted. Shire Leasing couldn’t care less as long as they got the rental couldn’t get FB to support the machine no compensation in 36 months despite huge losses. Good to See Britvic finally supporting some retailers but Britvic and Coca Cola should withdraw all sales from a cowboy company who don’t care about customers.

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.