The WEBstaurant Store

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you, Revdex.com, for helping as the intermediary in this process High Regards, [redacted]

We apologize that the time frame was not met for deliveryBeing an online retailer, we do take precautions to prevent fraudulent purchasesSince we are not able to verify by seeing someone in person and verifying ID, we have to confirm using other forms of documentationWe understand that while catching many fraudulent transactions we are also forcing the actual owners of credit cards to confirm their identitiesIf we could avoid this, we would At this time, this order has been canceled and funds have been released

Hello ***, I recently received your communication with the Better Business Bureau and wanted to take some time to reach out First and foremost, I wanted to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part I did want to provide some additional details on the issue at hand and how we got to where we are currently It appears you contacted us on 2/9/to set up a return on item [redacted] At this point, you spoke with Jordan who made an exception to set up a return outside our 30-day window, and did clarify at this point that the item needed to be unused and in the original packaging, which you confirmed To your point that this information was not made available ahead of time, I have included a link to our policies page here: Returns Policy This information explains both the time-frame, restocking fee, and requirement that items be unused and in the original packaging Upon receiving the item back in our warehouse, our returns team inspected the product and determined it was indeed used previously I’ve reattached those pictures for your reference These photos show food stains and scorch marks, among other signs of use Lastly, I wanted to clarify one of your additional points in your email exchange with the WEB where you said the item was not safe to operate By this do you mean that it was just not up to the standards that your food inspector requires or that there was some sort of defect in the machine? Through all of your communications, I had not heard of any potential issues with the item being defective It was because of the above factors that we were unable to provide you with the credit for your return However, that said, I am willing to work with you a little more on your situation My returns team has informed me that we can sell this item on our scratch and dent warehouse, where we would expect to sell the unit for around $ I’m willing to credit you that $now – which is only a little short of the original return credit of $that you would have received if the item was unused If this works for you, please let me know as soon as possible and I’m happy to get that credit added right away Should you like to discuss this situation further please do not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for you Thank you again for taking the time to contact us with your situation Sincerely,Eric L [redacted] Customer Solutions Team LeadWEBstaurantStore

Hello ***, I recently received your communication with the Better Business Bureau and wanted to take some time to reach out First and foremost, I wanted to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part I did want to provide some additional clarification on the steps we’ve taken and how we got to where we are currently On Aug26, you contacted us asking to return your [redacted] Easy Chicken Slicer, as you ordered the wrong size After speaking with my associate Sarah, you confirmed the item was unused and in the original packaging Sarah then reached out to the manufacturer to set up your return The reason the manufacturer needed to be involved is that this item shipped directly from them As it was never in the WEBstaurantSTORE’s possession, we needed to get clearance from [redacted] to complete the return When the item was returned to the manufacturer, it was inspected by their quality control department It was during this process that the item was deemed to have been used and thus not eligible for return Upon receiving your communication today, I reached back out to the manufacturer personally, asking for clarification and if they would reconsider their position on denying credit Their response is quoted below and I have attached to this correspondence the photos they sent over: “ [redacted] does not allow returns of used equipment because we do not deal in or sell anything that has been usedI have attached some additional photos comparing the used piece of equipment to a new oneThese may be a little easier for you to see what we are referring toThe dulling and darkness of the finish only occurs after multiple washesI have also pointed out dried food on one of the push plates.” It is because of this rationale that the return was denied At this point, I would be more than happy to ask the manufacturer to ship the used item back to you Typically there would be a cost associated with the return shipping, but I would be willing to cover that cost for you Once you have the item back in your possession, you could look into selling it on your own to recoup some of your original investment Should you like to discuss this situation further please do not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for you Thank you again for taking the time to contact us with your situation Sincerely,Eric L [redacted] Customer Solutions Team LeadWEBstaurantSTORE

Hi [redacted] , I see that you spoke to Mike, our Customer Solutions Specialist today, who passed along the information that we should receive an answer tomorrowWe have documented that the service technician, following their appointment, is ordering a replacement controller and we also are sorry to hear that there has been further problems with the handleWe have noted that you would like to have the cooler returned back to our facility and receive a refund so you can purchase a different unitI have submitted this resolution for approvalAs soon as we receive confirmation tomorrow you will be contacted right awayIf you have any questions or need anything in the meantime, please feel free to let us know

To Whom it May Concern: On 1/22/this customer set up a return for items [redacted] / [redacted] and [redacted] on order 16751123, stating that the unit was not what they were looking for as it was too largeWe treated this as a standard return, meaning that the item was unused and in the original packagingUpon inspection of item [redacted] it was determined that the unit was used and that we are unable to return it to stock and are now facing a loss on the productWe offered to ship the item back to the customer at their cost, but this was declined by the customerI have checked with our returns department regarding the possibility of us receiving a used unit in a past return and accidentally shipping it without inspection to the customerWe have not had a return for that item at our Maryland location, meaning that this unit was shipped brand new from our stock and was returned usedWe reached out to the customer on 2/to inform them that we are making an exception to refund them, provided their [redacted] dispute was droppedThe customer confirmed that it was dropped and we have refunded the customer for the cost of both items returned minus a 20% restocking fee and the return shipping, as stated in our original return email that was sent on 1/22/16, for a total of $Thank you,Dan C [redacted] NV CS Team Leader

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I accept the offer (pay 10% as restocking fee) but I want the money to be refunded as soon as I return the item Regards, [redacted]

Hello ***, I recently received your communication with the Better Business Bureau and wanted to take some time to reach out First and foremost, I wanted to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part I did want to provide some additional clarification on the steps we’ve taken and how we got to where we are currently On Aug26, you contacted us asking to return your [redacted] Easy Chicken Slicer, as you ordered the wrong size After speaking with my associate Sarah, you confirmed the item was unused and in the original packaging Sarah then reached out to the manufacturer to set up your return The reason the manufacturer needed to be involved is that this item shipped directly from them As it was never in the WEBstaurantSTORE’s possession, we needed to get clearance from [redacted] to complete the return When the item was returned to the manufacturer, it was inspected by their quality control department It was during this process that the item was deemed to have been used and thus not eligible for return Upon receiving your communication today, I reached back out to the manufacturer personally, asking for clarification and if they would reconsider their position on denying credit Their response is quoted below and I have attached to this correspondence the photos they sent over: “ [redacted] does not allow returns of used equipment because we do not deal in or sell anything that has been usedI have attached some additional photos comparing the used piece of equipment to a new oneThese may be a little easier for you to see what we are referring toThe dulling and darkness of the finish only occurs after multiple washesI have also pointed out dried food on one of the push plates.” It is because of this rationale that the return was denied At this point, I would be more than happy to ask the manufacturer to ship the used item back to you Typically there would be a cost associated with the return shipping, but I would be willing to cover that cost for you Once you have the item back in your possession, you could look into selling it on your own to recoup some of your original investment Should you like to discuss this situation further please do not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for you Thank you again for taking the time to contact us with your situation Sincerely, Eric L [redacted] Customer Solutions Team Lead WEBstaurantSTORE

After reviewing the order, item details, and statement of the problem, we have concluded that we will credit in full for the orderWe appreciate you working with us through this issueThe credit should appear back on your account within 1-business days, and you may keep/dispose of the items

Hello,I am showing that we have submitted the credit for this itemIt may take 1-business days before it is reflected in the account, but the refund has been issuedThank you,Dan C [redacted]

Hello, All of the items that are purchased on our website are backed through the manufacturer’s warrantiesManufacturers need to work with the service technician to diagnose and repair any issuesOn Sunday, 10/when the issue was first reported, we informed the customer the steps needed to resolve the issues with the unit via the warranty processThe customer called the on call agent who put in the work order request by the office staff on MondayThe manufacturer’s technician reports they set up the appointment on Monday, 10/for Wednesday, 10/At this visit, the technician went through troubleshooting and deemed the unit working properly at the timeAfter this visit it was reported that the issue came back upWebstaurant Store contacted the manufacturer high priority to make sure a subsequent visit was scheduled as fast as availableAt that point a follow up visit was scheduled for Tuesday, 10/At this visit the technician was unable to troubleshoot the problem and requested an additional visit, scheduled for Thursday, 10/ At the conclusion of this visit, the technician reports this unit will still need additional servicingAt this point, we are going to coordinate a piof this unitA representative will reach out to the customer directly to coordinate and upon picking up, we will issue a refund back to the original method of payment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I've sent them in; no response yet Regards, [redacted] ***

When the customer ordered this unit, the picture in the screen shot they sent does show the disclaimer that the image is a representative imageThe item ordered is the same as the item in the screen shotIt is common for us to periodically update any images on our site when we get better images from our manufacturersWe did update our picture of the item; however, no details about the product or the functionality of the product were changed in any wayWe did offer to work with this customer and in no way meant to be unclear in our resolution or in our desire to help the customerThe unit was returned and the customer has been credited in full

This customer contacted us in regards to returning a waffle iron that was purchasedThey thought they were shipped something different than what they orderedThe customer did send us the screen shot taken of the picture of the item listed on our website as well as a picture of what was received The item received is the same as the item in the screen shot and the item ordered by the customerThere is a disclaimer on the picture stating that the picture shown is a representative imageSince the customer was sent the correct item ordered and wished to return, we do have a restocking fee Our returns policy is made available prior to the customer placing the orderWe offered to reduce the restocking fee to 10% from 20% as a courtesy, but the customer declinedWe then offered to remove the restocking fee if the customer wished to place a new order for the correct item neededThis was also declinedThe customer still wished to return and has since returned the item and was refunded the amount of the item minus the restocking fee

Hi There, I do apologize, but we would not be able to treat this as a standard returnOn a return, if item is new, we would charge 20% for the restocking fee, then place the item back into our inventory and sell it as new to another customerWe do not stock this item in our warehouse, and since the manufacturer is unable to accept the glass froster back, a standard return for credit up-front would not be possible.The exception that we could offer is to list the item on our Outlet Store (where we normally sell items that have been scratched or dented during transit)This would be an option that could expose the unit to other food service professionals and take the work out of the customer having to do it on their ownWe could list the item as lightly used with the listing price set where the customer wishesWe would take care of taking pictures, listing the item, answering any product questions, packaging the order and shipping it to the new owner once it was sold [redacted] We would be offering to resell the unit on behalf of the customerSince the item cannot be resold as a new unit through our web site, we would only be able to offer reselling the unit and then transferring the funds recovered directly over the customer

To whom it may concern, We certainly recognize the inconvenience in this situation given that the manufacturer has a longer lead time than originally anticipated We did in fact indicate that the estimated processing time is 4-business days for this item and the processing time has been extended, with a ship date of November 13th The reason we indicate processing times as estimates rather than guarantees is due to the countless variables when processing and shipping an order In this situation, the manufacturer no longer has stock of the item, and so the item will be manufactured to fulfill this order Had we been notified prior to the order being placed, we would have been able to provide further information The manufacturing process is not typically something that can be sped up, but we will do everything we can to ensure that the item ships out as quickly as possible

Both of the phone numbers for the manufacturer's service line can be reached if you dial with a in front of the full telephone numbers [redacted] A customer service representative has emailed [redacted] and would be happy to look into this situation further to ensure we are able to resolve thisWe are in need of the scale's serial number as well as the description of the issues that are occurring with the scaleOnce we have this information, we will be able to review this further with our team of Product Specialists to see if there is any internal troubleshooting that we can do for [redacted] If there is not, we will reach out to the manufacturer on his behalfIn order to proceed in assisting, we will need [redacted] to reply to our email or call us at [redacted]

I have been contacted by the company and we have arranged for pick up of the items on MondayThey have agreed to waive the restocking feeAssuming they stand by this commitment, I believe the matter is resolvedI will contact you if any additional challenges are encountered.Thank you for your assistance Regards, [redacted]

Hello, After reviewing the order and the items in the order I was able to determine that, while select chairs from this manufacturer ship free, the ones ordered in this instance did not qualify for free shippingSo there is no discrepancy between what was ordered and the shipping amount chargedYou are able to review all from this manufacturer that ship with free shipping for orders over $1,here: [redacted] * After reviewing the liftgate and Inside Delivery charge with our Traffic department, we have decided that we will cover this expense as an exception and will not be charging the customer the additional $We have applied the bill to our account and will not be charging the customer for thisI apologize for any confusion that this misinformation causedGiven that the rest of the order delivered as advertised and there were no free shipping promotions for the items ordered, we believe that this is a fair resolutionRegards,Dan C [redacted]

On our website we list this product as being a wok cover, and it is designed to be used with 16”-20” woksThis can be found on the product https://www.webstaurantstore.com/***-***-14-1-4-aluminum-wok-cover/ [redacted] .htmlWe do not recommend that items be used for something other than their intended purposesIn the commercial food service industry, measurements are considered to be nominal, meaning the dimension may be slightly differentThe measurement is listed as ¼” for customers in the industry to understand what the size is and what it looks likeThey may not be exact because, in reality, each manufacturer makes items differentlyThe fact of the matter in this situation is the customer purchased this with the intent to use it for something it is not designed to do, which we do not recommend These are meant to be used in wok pans that are bigger than the coverIn the commercial food service industry, this slight variance of a nominal measurement does not make a difference if the product is used within its proper application