WebstaurantStore

Thank you for your review, Damir. We are sorry that the meat grinder was out of stock. When an order is placed, the funds will be listed as a pending transaction. We do not capture the funds until the order ships. When you reached out to us, we relayed the estimated shipping date of 9/15 and asked how you would like to proceed. You let us know this would not work for you and requested to cancel, which we did. The pending transaction was then voided and the funds were made available on your statement again. If you have any further questions about this, please email [email protected] and we will be happy to help.

Thank you for your review. When Common Carrier shipments arrive, any damage must be noted on the proof of delivery for us to be able to provide compensation. The proof of delivery for this shipment was not noted for the damage, which means the carrier will not take blame for the damage and we will not receive compensation for the shipment. We make customers aware of this process through both the checkout process and on our Conditions of Use page here: https://www.webstaurantstore.com/policies.html#Shipping_Policy

We initially offered a partial refund as an exception for you to keep the order as is. We have made another exception to return the damaged product and have issued a reshipment. In the future, please be sure to follow the proper receiving procedures as outlined on our website.

Thank you for your review, Valentina. I was able to locate your chats with Nate and Christian. When it appeared that the warranty for the oven was not what you were hoping, you had asked "Is it possible to cancel the order and get refunded then? Since I just placed it a couple minutes ago?" This was taken as confirmation you preferred to cancel, which Nate did. When we confirmed cancellation, you said "Thank you" and wanted confirmation you were not charged. We explained that what you saw was a pre-authorization that would drop off in 1-2 business days. When you chatted in with Christian about 5 minutes later, you asked if it was possible to un-cancel the order because you decided this would be the best oven for you, but that you did not want to get charged twice. Once an order is canceled, we lose the authorization on the card, which is why we cannot un-cancel. Christian explained that Once the pre-authorization falls off, the funds are made available to you again, and a new order would just need to be placed. There would not be a double charge, as we only charge the card once part of an order ships. If you have any additional questions about this process, please reach out to [email protected].

When customers notify us that a part they received does not work with their unit, we will first check the compatibility. This may mean reaching out to the manufacturer of the part, which is what we had to do. We received confirmation from the manufacturer that the customer ordered the wrong part for their unit, it is not compatible. We then wanted to find out the correct part the customer would need, so that this information can be supplied. We were able to get the part number that the customer will need to order, and a return is being set up for the part the customer ordered incorrectly. The return information and a label has been sent to the customer. To get the compatible part, the customer will need to place a new order.

Thank you for your review, Robert. We are thrilled that you have enjoyed our site, products, and that our customer service team was able to resolve any issues you experienced. If you need any other help, please email [email protected] and we will be glad to assist.

We were sorry to hear that this unit arrived with damage to it. The customer indicated in an email they did not know our claims protocol. We list instructions on receiving common carrier deliveries both during the checkout, and on our Conditions of Use page: https://www.webstaurantstore.com/policies.html#Shipping_Policy. This states that customers must note the delivery receipt, as well as keep the packaging and take pictures of the product and damaged packaging. When the damage is not noted on that delivery receipt, we are not able to hold the carrier accountable for that damage. We take responsibility for errors we make, and in return we expect customers will make themselves familiar with our Conditions of Use prior to placing an order. Placing an order on our website is acknowledgment that the customer understands our conditions of use. We asked for photos of the packaging, however the customer let us know they did not have the packaging any longer. Packaging photos would be needed to prove to the carrier they damaged the product while it was in that packaging.

We first made an exception to offer the customer a $100 store credit. After this was refused, we made one final exception to offer the customer a store credit for 50%, which he has also refused. We have acknowledged the customer's concerns and have made attempts to resolve this through various exceptions, knowing that compensation will not be provided by the carrier. The customer has indicated he has disputed the charge with his credit card. Because the dispute is open, we will not be able to proceed with any sort of refund or additional resolution.

This product is listed as shipping Common Carrier. When added to the shopping cart, and shipping is calculated, there is a green link that says "Ships via Common Carrier." When customers click that link, it takes them to this page: https://www.webstaurantstore.com/common_carrier.html. This very clearly states it is coming on a full size tractor trailer, and that any damages must be noted. If the customer could not accept a freight truck delivery, there would have been other options available such as the straight truck.We also very clearly state at the above link that we cannot guarantee compensation for damages if the damage is not noted.

In our FAQ's section on the website, we have a question that says "What is common carrier shipping?" We answer that question by stating "Common carrier shipping is necessary when an order is too large or heavy to be delivered ground by ***. These items will be delivered to your location by a tractor trailer. Standard common carrier delivery is curbside and does not include unloading the merchandise or delivering it inside your location. You are responsible for unloading the items from the back of the truck and bringing the shipment inside your establishment. If you are not able to do this yourself, please consider adding a Lift Gate service to your order."

Lastly, on the "Review & Payment" page, where the customer enters their credit card information prior to placing an order, there is a big, tan box at the very top that says (in bold font) "Important information about your delivery! Your order will be delivered curbside on a full size 18 wheeler." There is a link there as well which outlines all of the details and instructions on how to receive the shipment.

It is the customer's responsibility for making sure they understand the terms and conditions of the website, and that they read all of the information provided. Because this information is listed in multiple places before the order is even placed, we will not be providing any additional compensation. The 50% store credit is a big exception in itself, and shows that we have tried to work with the customer on this situation. There is no further action we will take at this time.

The customer requested that the order be canceled, however it had already been shipped. When the customer and carrier notified us they would like to return the order, the very first email from *** stated that a restocking fee and return shipping fee will be applied. The item did ship to the customer for free, however return shipping is not free. We did originally waive the restocking fee for the customer. As a one time exception, we will refund the customer for the return shipping. They will see this on their statement in 1-3 business days. In the future, any returns will have the return fees applied.

Thank you for your review, Brian! We were sorry to hear that the bottle openers having a logo on them are not what you need. These openers are sourced from various vendors, which is why we list that the style may vary. As part of this, some manufacturers will put their logo on the opener so that you know from where it was sourced. We also allow customers to review products, and the first review states that some of the openers have a logo on it. These logos do not affect the functionality of the product, which is why the return would be standard with a restock fee. As a one-time courtesy, we have offered to lower the restocking fee to 15% for you. You would also be responsible for the return shipping. If you wish to proceed with the return, please reach out to our customer service team.

The customer first submitted a return request on 5/15 saying the unit was difficult to use and that they cut their finger. We replied trying to get more information and were also notified the bowl was leaking. Whenever a customer lets us know that there is an issue with a product, we will first try to get as much information as possible in order to troubleshoot the issue. Once the unit is plugged in and turned on, it becomes a used product and we must then follow the warranty process. We asked the customer additional questions on 5/20, and also asked the a short video showing where the leak was occurring.The customer did not send us the requested video. We were able to get answers to some of our questions, however we could not get proof of where the unit was leaking, as the customer refused to supply us with the necessary video showing the leak.

We are making an exception and are returning the product for a full refund. In the future, the customer must go through the required warranty process and supply all information requested.

We were sorry to hear that the test strips were missing. Whenever customers notify us that products are missing from their order, we will typically request that customers check with any neighbors or surrounding businesses. This is in case the product is in another package that was misdelivered by the carrier. Because this has not been located, we will reship the test strips. The customer will receive an email confirmation when this is entered, as well as an email with tracking information once this ships.

We are sorry to hear that this unit is not working properly for the customer. While we do have a 30 day return policy, that policy is only available if items are unused and in their original packaging. Because this unit has been used and the customer told us they do not have the original packaging, this is not eligible for a standard return. This unit is under warranty with the manufacturer. WebstaurantStore does not hold title to any warranties, they are all through the manufacturer. If the customer calls the warranty hotline at Opt *, and provides the warranty team with their model and serial number, they will work with the customer to resolve this issue. Our Returns policy can be found here: https://www.webstaurantstore.com/policies.html#Returns_Policy. Additionally, the warranty process can be viewed here: https://www.webstaurantstore.com/policies.html#Product_Policies.

We were sorry to hear that this jar was not working properly. It does appear the customer will need a new coupler in order to make this work. We have been working with the customer and the manufacturer on this. The manufacturer has agreed to set up a return for this. Once the product is returned to the manufacturer and is processed, a full refund will then be issued. A representative will continue working with the customer to get this returned for the full refund.

The coupling does not come with the jar, and must be purchased separately. At this point, we are returning the order in question for a full refund. There is no further resolution we will provide. If the customer does not wish to purchase the coupling from WebstaurantStore, we understand, and we recognize we may not be the best supplier for this customer and wish him well as he pursues other suppliers. We have acknowledged the customer's concerns in prior correspondence, and are returning this order for a full refund.

We were sorry to hear that the table and base arrived with damage. We did ship out a 2nd base, and the customer let us know that arrived with the same damage. We have shipped another base out, this shipped on 6/1 and is estimated to deliver on 6/2. We acknowledge the customer's concerns, and have resolved this with the customer each time they let us know.

After looking at the tracking information, it does appear that the package is on its way and is now estimated to deliver on 6/4. When the reshipment was entered, a note was submitted to the warehouse to inspect the table base prior to shipping. If the reshipment were to arrive damaged, the customer can email our customer service team with photos and we can then issue a refund. As long as we are notified within 5 business days with photos of the damage, we will be glad to take care of this for the customer.

We were sorry to hear that you no longer wished to proceed with your order. When you had contacted us, the order was already shipped and was on its way with the carrier. The reason the tracking had not updated is the shipment only gets scanned the first time once it reaches the first terminal. Tracking takes 24 hours to update. The order was already shipped and in transit to that first terminal. Our Conditions of Use page does notify customers that we cannot guarantee an order can be canceled. In this case, we made a big exception and are covering the return shipping costs. You will still be responsible for the restocking fee, as mentioned in your correspondence.

We were sorry to hear that the customer had difficulty receiving this order. The original post of this order being delivered indicates that this delivered to a local carrier for delivery to the customer. Some carriers may not be able to service certain locations, and will have to take the freight to a regional carrier in order to provide delivery to the customer. That is what appeared to happen with this shipment. After this was not received, we called the carrier on the customer's behalf and started a claim as we could not get an acceptable answer from the carrier and were fearful that this may have been lost. The carrier was able to locate this order, and the order delivered on 5/23, and we confirmed that the customer has received the shipment. For the inconvenience, we provided the customer with a store credit of $100 to be used on any future order. We are glad that this has been able to deliver to the customer.

We were sorry to hear that the scale that was purchased is not measuring, taring, or displaying properly. When the batteries are placed in the unit and the unit is turned on, it becomes a used product. While the customer is correct that we do have a 30 day return policy, that policy states that items must be unused. Because the scale was turned on and it appears to have a defect, this would then be considered a warranty issue. WebstaurantStore does not hold any warranties. All warranties must go through the manufacturer. We have supplied the customer with the manufacturer's contact information, however they have not reached out to the manufacturer to get this resolved. We have also offered to reach out on the customer's behalf, however this manufacturer prefers to work with the end user directly since they are with the scale. The warranty policy for our website can be found here: https://www.webstaurantstore.com/policies.html#Product_Policies and it states that "If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item’s page. All warranty claims are handled based on the manufacturer’s warranty policy. For items being used internationally, please confirm if the warranty is valid in your area."

We do acknowledge the customer's concerns that this product is not working. This falls under warranty, and would not qualify for a standard return. At this point, in order to get this resolved, the customer will have to reach out to the manufacturer under warranty procedures.

When the batteries are inserted and the unit is turned on, the components start normal wear and tear. This is why we would have to go through warranty. We called the manufacturer about this after receiving the customer's reply, and they are going to work through warranty on this product. They are going to email us a form, which we will fill out on behalf of the customer. The manufacturer will then email the customer a pre-paid *** label to send the unit back. Once the customer lets us know this is on its way back (they would be responsible for either giving the package to a *** driver or dropping it off at a *** location) and we confirm this via the tracking information, we can issue the full refund. Upon delivery to the manufacturer, they will then be crediting us in order to complete the warranty return. We will be emailing the customer updates as the form is received and submitted to the manufacturer.

We were sorry to hear that this did not arrive within the time frame the customer was hoping it would be delivered. When the customer reached out to us as to when this may be delivered, we told the customer that it was estimated to deliver on 5/6. We do not provide promises or guarantees for delivery dates, we only provide estimates. This is because we cannot guarantee delivery dates, especially during the COVID-19 pandemic, as carrier schedules may vary.

When we ship orders, we are no longer able to cancel them.The carrier also notified us on 5/5 that the customer refused the item and they no longer wanted the product. Based on our website Conditions of Use page, this would be a standard return subject to a 30% restocking fee and return shipping. The customer told us they were going to file a chargeback/dispute with their credit card company. Please be advised that if this were to occur, we will not be able to provide any further resolutions for the customer.

In an effort to assist the customer and show that we do acknowledge their concerns, we can make a one-time exception and lower the restocking in half to 15%. The customer would also be responsible for the return shipping. If the customer wishes to proceed with this resolution, they can reach out to [email protected].

Because the customer refused the shipment, the product was returned to our warehouse and the return has been processed. We will make one final exception and waive the return shipping fee. The lower restocking fee of 15% will be deducted from the refund. A refund of $466.65 will be issued to the original payment method for the returned product. The customer will receive an email confirmation in about 1 business day, and show up on the customer's statement in about 2-3 business days.

We were sorry to hear this product is not what the customer hoped it would be. This oven is designed to heat already cooked frozen pizzas and snacks. This is a unit designed for small concession stands or snack bars. It is not made to cook raw pizza dough/food. We have this information provided in multiple places on the item page. Under the Customer Q&A section, there is a the following:

Can I use this oven to cook fresh pizza dough?This oven is best used to reheat frozen foods for concession stands or snack bars. If you need to cook things made with fresh, uncooked dough, we recommend upgrading to a deck oven which will be better suited for higher volume establishments.

Additionally, the item page and specification sheet say this "Heats frozen pizzas." There is a difference between "heating" a product and "cooking" a product. This oven states it heats pizzas, it does not cook them. We have asked the customer for information about the pizzas they are making and for photos. While we have not received photos, the customer indicated the pizzas are not pre-cooked. They are made fresh and then frozen. Because this unit is designed to heat pizzas, not cook them, it appears the customer is not using this product for its intended purposes. Because the unit has been used, we are not able to accept a return at this time. If the customer can provide the photos requested of their pizza, we will be happy to look into this further. If the pizza ends up being pre-cooked, we can move forward with a resolution. However, if the dough is still raw and the pizza is not pre-cooked, we will not be providing a return or refund since the website states this unit heats frozen pizza and snacks, and is not advertised as a cooking unit.

We will make one final, big exception and refund the customer in full for the unit. The unit can be discarded, it does not need to be returned. In the future, we will not be making exceptions like this for the customer, as they are responsible for ordering products that are best suited for their applications. Warranty requests include providing photos, and the customer was not willing to provide those. If the customer is looking for a business where they do not have to provide the requested warranty information, we will not be the best supplier for this customer in the future. We recognize our business model is not suited for everyone. The refund should appear on their statement in 2-3 business days.

We were sorry to hear that these items are not what the customer was looking for. On the item pages, we do list the dimensions of each product. This is so that customers can determine if the size will be appropriate for their needs. Because we shipped what was ordered, a standard return will be applied. The customer will be responsible for the return shipping, as well as a 30% restocking fee, which would come out of the refund. A return has not yet been set up for the customer, as they have not provided us with the information requested via emails. If the customer can reply to the email that was sent at 4:15pm EDT on 4/29, we can then move forward in setting up the standard return. The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed. Our return process/policy can also be found on the Conditions of Use page on our website here: https://www.webstaurantstore.com/policies.html#Returns_Policy. Once the customer replies to our email from yesterday, we can move forward in setting up the standard return!

The sink that the customer ordered is manufactured with a bend to it. This is primarily so that when the drop in sink is installed, it will flatten out and can be caulked to complete installation. We did let the customer know that any reshipment would have the same manufactured bend. The customer then let us know there are other dents and provided photos. We were able to come to an agreement on a resolution with the customer, and we are proceeding with that. Here is the resolution we have provided and the customer agreed to:

We are sending the customer a replacement unit. The replacement unit has been shipped out! We will not provide a refund or reshipment if it arrives and still has the manufactured bend to it. If there are any damages aside from that bend, that would be a different scenario. We have sent a return label to the customer to return the original sink received. If the sink is not returned within 30 days, the customer will be charged for both sinks.

At this time, the issue has been resolved through a mutual agreement.