FoodServiceWarehouse.com, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11311471, and find that this resolution is satisfactory to meThe funds due to me were refunded in full by the merchant.
Sincerely,
*** ***

The customer placed order # *** for $on 2/26/for milk bottles. The order was later cancelled due to fulfillment issues We received notification on 5/26/that an *** *** chargeback had been filed, so the customer has already been credited in full. We will
not dispute the chargeback and debit of funds from our account, so the funds will remain with the customer. We sincerely apologize for the delay and miscommunication on the part of our staff

The customer placed order # *** for $on March 4, for several pans. Part of the order was later cancelled due to fulfillment issues, for which the customer was issued credit of $on 5/17/per the attached receipt. The customer’s desired resolution was a refund of
$plus tax. There was no tax charged originally on the order, so none was refunded. However, we did refund $in shipping, to bring the total refund to $39.06. This credit is fully finalized on our end, but may take a few days to appear in the customer’s account, due to bank processing times beyond our control. We sincerely apologize for the delay and miscommunication on the part of our staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The customer placed order # 1387881 for $3,472.36 on March 11, 2016.  Part of the order valued at $2,371.16 was later cancelled due to fulfillment issues.  We issued credit of $2,371.16 for the cancelled items on 4/20/16 per the attached receipt.  We sincerely apologize for the delay...

and miscommunication on the part of our staff.

The customer placed order #[redacted] for $34,382.50 on 12/29/15 for commercial kitchen equipment.  Some of the items valued at $4,589.22 delivered on 3/11/16 per these tracking numbers:  [redacted] #[redacted], and [redacted] #[redacted].  The remainder of the order was later...

cancelled due to fulfillment issues.     We processed replacement orders with a total value of $29,620.96 on 4/29/16 and 5/5/16 (orders #[redacted], #[redacted], and #[redacted]; with respective values of $2,073.99, $22,666.52, and $4,880.45).  All items have shipped per the following tracking numbers:  [redacted] #[redacted], [redacted] #[redacted] #[redacted], and [redacted] #[redacted].   The customer’s desired resolution was to receive replacement product or a credit valued at $29,482.07.  We have supplied merchandise valued at $29,620.96.  In addition, the customer has a Store Credit balance of $1,545.66 as of 5/10/16 for any additional items he would like to purchase.  We sincerely apologize for the delay and miscommunication on the part of our staff.

Per the terms of sale, the customer must contact the manufacturer, [redacted], directly for service for the [redacted] 67" Pizza Prep Table (item PPT2R-1) which delivered on 4/10/2014.  There is a link to the manufacturer spec sheet and warranty information on our website www.fsw.com.  The...

manufacturer contact details  can also be found here [redacted]:   Phone: ###-###-####, Email: [redacted]

The customer placed order # 1389605 for $62.47 on March 14, 2016 for two frying pans.  One of the items was later cancelled due to fulfillment issues, for which the customer was issued full credit of $40.69 on 4/11/16 per the attached receipt.  No further credit is due, since the other fry...

pan delivered to the customer on 3/21/16 via UPS tracking [redacted]. We sincerely apologize for the delay and miscommunication on the part of our staff.

The customer placed order #1373240 for $6,309.98 on March 11, 2016 for a display case and convection oven.   These items were cancelled on 3/18/16 and 3/29/16 respectively, due to fulfillment issues. The replacement order #1392335 for $2,321.99 delivered on 3/24/16 per Estes tracking...

#1641234278, and included a convection oven and pan rack from alternate suppliers.    We issued a refund check for $3,987.99 to QuickSpark Financial, and sent this on April 11, 2016 via UPS 1ZY06F200291924420. In addition to the product refund of $3,747.99 requested by the customer, we refunded an additional $240 for shipping. We sincerely apologize for the delays and miscommunication on the part of our staff.

The customer placed order # 1401202 for $24.94 on April 7, 2016 for a cheese grater.  Since the customer is not satisfied with the product, we issued full credit on 4/28/16 per the attached receipt.  This credit is fully finalized on our end, but may take a few days for the customer’s bank...

to process.  We sincerely apologize for the delay and miscommunication on the part of our staff.

Initial Business Response /* (1000, 6, 2015/10/02) */
The customer placed order XXXXXXX on 8/27/15 for True item # GDM-26-LD (30" Swing Glass Door Merchandiser Refrigerator LED).
When consulting with customers, we make every effort to review all aspects of their purchase. Particularly when we...

have a residential consumer purchasing a commercial product, we take the time to send written product specifications to ensure they understand the product ordered.
On this recorded phone call with the customer, our salesperson reviewed safety and noise concerns, discussed the correct way to handle a freight delivery to a home, and provided extensive review on what to do if the unit or packaging was damaged. We also provided delivery instructions via email, regarding how to accept a freight delivery from a common carrier. The customer was instructed in emails sent 8/27/15 to sign for delivery only if completely satisfied, and to refuse any damaged packages.
The product specifications were emailed to the customer in the attached quote sent on 8/14/15, including a diagram showing how the door opens, where the handle is located, and the electrical specifications. In addition, the product spec sheets are publicly posted on our website. Because the customer has knowledge of her space and how the unit would fit, the responsibility of ensuring the door would open in the space where she wanted to put the refrigerator lies with her.
Per the attached Return Policy publicly posted on our website, all return requests are subject to FoodServiceWarehouse.com approval. Although not required by our policy, we agreed to accept a return for the True merchandise and to send out a replacement item to the customer. The customer has indicated that they were satisfied with this resolution per recorded phone call.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11313758, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The customer placed order # 1378219 for $45.37 on 2/28/16 for a peeler and pan.  The pan valued at $34.19 was later cancelled due to fulfillment issues.  We processed replacement order # 1404348 for two pans on 4/18/16 at no extra charge to the customer.  The two pans shipped on...

4/19/16 via UPS tracking [redacted], and delivered on 4/21/16.  We sincerely apologize for the delay and miscommunication on the part of our staff.

The customer placed order [redacted] on 3/10/16 for $8,884.96 for two refrigerators and a range. The refrigerators delivered on 3/15/16 per [redacted] tracking # [redacted].  The range was later cancelled, and replaced by order [redacted] due to fulfillment issues.  The replacement order [redacted]...

shipped on 5/24/16 per [redacted] tracking [redacted], and is expected to deliver 6/1/16.  We sincerely apologize for the delay and miscommunication on the part of our staff.    We hope the customer is still willing to accept delivery.  We may not issue refunds per the bankruptcy filing details below.  We sincerely apologize for this situation.   On Friday, May 20, 2016, FSW filed Chapter 11 bankruptcy in the Eastern District of Louisiana – Case Number [redacted].   As a result of our filing, the automatic stay is in effect, which means FSW is unable to issue refunds, no creditors can take action against FSW, and pending actions are “stayed” (stopped) unless a “motion for relief from stay” is filed and the court grants approval.   The bankruptcy proceedings are public, and there is a website called [redacted] where anyone can set up an account to look at the “docket” (list of pleadings filed in the case) and monitor the case.   Creditors will receive notices from the bankruptcy court regarding the filing and other proceedings that occur in the bankruptcy case.   We cannot give legal advice, so if creditors or other interested parties have questions, they should seek out legal counsel.

The customer placed order # 1383835 for $5,672.96 on 3/7/16 for a freezer and oven.  The freezer with shelving delivered on 3/15/16 per ABF tracking 003736009.  The oven for $2,824.99 was later cancelled due to fulfillment issues.     The customer is requesting a refund of...

$2,824.99 per the Revdex.com website.  We are refunding an additional $39.90 for shipping, for a total refund amount of $2,864.89.  We sent the refund amount $2,864.89 (check #4594) via UPS tracking # [redacted] on 4/25/16.  We sincerely apologize for the delay and miscommunication on the part of our staff.

Complaint: [redacted]
I am rejecting this response because: an attempt at a delivery of a second freezer has failed because the recent delivery was also damaged. I did not accept it per [redacted] at few. Now they tell me they have no others in stock and will not refund my money. My original transaction with them
took place before they filed for bankruptcy.
Sincerely,
[redacted]

On Friday, May 20, 2016, FSW filed Chapter 11 bankruptcy in the [redacted]   As a result of our filing, the automatic stay is in effect, which means FSW is unable to issue refunds, no creditors can take action against FSW, and pending actions are...

“stayed” (stopped) unless a “motion for relief from stay” is filed and the court grants approval.   The bankruptcy proceedings are public, and there is a website called [redacted]  [redacted] where anyone can set up an account to look at the “docket” (list of pleadings filed in the case) and monitor the case.   Creditors will receive notices from the bankruptcy court regarding the filing and other proceedings that occur in the bankruptcy case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11395802, and find that this resolution is satisfactory to me.
I had emailed the company after submitting my complaint requesting that they substitute the item for two different items valued around the same price.  They did comply and I have received the merchandise.  Thank you for your help in resolving this issue.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/07) */
FoodServiceWarehouse.com (FSW) makes the utmost effort to accurately advertise the tens of thousands of products we sell each year from hundreds of manufacturers. Despite our best efforts, product misunderstandings do occasionally arise. We...

sincerely apologize for any confusion our website might have caused the customer.

The item in question, the Fineline item # 5320FL - 320 oz Flat Lid - Super Bowl Collection, is listed on the website as lids only, with a "suggested related product" for the accompanying bowls. Additionally, the image caption states "bowls sold separately".

Per the FSW Return Policy posted on our website, all returns resulting from customer order error are subject to shipping fees both ways and a restocking fee. When the customer notified us of this misunderstanding, we immediately tried to rectify the issue. We offered to accept a return for the items and to waive the return shipping fees. In addition, we offered a coupon code for future purchases with our company. We also offered to send out the matching bowls to the customer and waive the shipping fees for that order. The customer refused all of these solutions.

We greatly value our customers and strive to ensure customer satisfaction. We have since updated our website with an additional special disclaimer that bowls are not included in the purchase of this product. We have also provided the customer a full refund for the return of the product.

The order shipped on 7/15/16 per UPS tracking [redacted] and is scheduled to deliver 7/20/16. Due to the nature of the liquidation sale, shipment of orders can take a minimum of 10 business days.  We apologize for the delay.