WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
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We ordered 2 shelves for our restaurant that were critical to our opening. We ordered them WAY before we needed them to be there. Instead of the 84" shelves, they delivered 48" shelves. We called the company and they said they were so sorry and would EXPEDITE the delivery of the replacement shelves. SIX DAYS LATER - still o replacement shelves. I called the company and the lady wouldn't let me talk to a manager (NEVER a good sign) and said "they had done all they could." My restaurant opens in two days, and the kitchen is a wreck. I will NEVER count on this company to deliver the RIGHT product and IN THE TIME THEY PROMISE. I hope you don't either.
Thank you for your review, Dani. We appreciate you taking the time to provide us feedback and apologize the order took longer than expected to arrive to you. We did enter the replacement shipment with next day shipping method but were unable to get it picked up in time. I greatly apologize for our mistake and hope you will give us another chance in the future. I wish you the best of luck with your restaurant opening!
I ordered a pack of 25 floor tiles, and found out while we were installing them that there were only 24 in the box. I emailed them multiple times over 4 days waiting for them to get the replacement shipped out to me. They kept stalling, promising a resolution by the next day for THREE DAYS IN A ROW. I pleaded with them, I just need this one tile to finish the job. Had I realized ordering a single tile was possible, I would have done it myself and just paid out of pocket rather than deal with these people, which is what I ultimately did. So, 10 bucks for the missing tile, and 35 for next day shipping out of pocket for something I was supposed to get in the first place. Do yourself and favor and shop elsewhere!
Thank you for your review, Rocky. I greatly apologize that you were missing one tile in your shipment and that we were unable to get you one in the time-frame that you needed. I was able to locate your order and see that we have provided you with a refund for the tile that was missing. I hope you will give us another chance in the future. If you have any additional questions or concerns, please reach back out to us and we would be happy to help!
Webstaurant is really bad,they don’t want to be responsible for problem item they sold,I bought a deep fryer.after l using 5 days,it’s leaking from two places.I call c
r,They told me they don’t responsible to that,only thing I can do is calling pitco warranty service myself.and I get around.fryer still leaking,nobody do replacement.webstaurant stole my money.
Thank you for your review, Qunqiang.I greatly apologize that your fryer arrived and is not cooling properly. I am sure this item is essential to the operation of your business and we want to ensure you have a fully functioning unit as soon as possible. All of the items that are purchased on our website are backed through the manufacturer’s warranties. I know this item was not working properly when it arrived but the reason we need to work with the service technician is that it is going to be a much quicker resolution than reshipping. If the service technician does deem the unit defective after servicing it, we would be able to move forward with a reshipment or a refund for the item. However, if the unit can be repaired, this will be the fastest way to ensure you have a working unit. Please continue to reach out to us at *** if you have any further questions or concerns.
I paid for two day shipping. Order came in 7 days later and I was still charged more than ground service delivery charge even though they said it was a mistake on their
Part and apologized for the inconvenience. Sonthey basically made $ off of not delivering product in time and refunding small part of the huge delivery fee. Bait and switch I feel.
Thank you for your review, Tina. I am so sorry that your order did not arrive to you with the expedited shipping method that you selected. The refund you were provided was for the difference between ground shipping ($24.21) and second day ($33.37) which comes out to $9.16. Again, I apologize that your items did not arrive in the time frame you sleeted. Please let us know if you have any additional questions or concerns and we'd be happy to help.
Extremely poor customer service.
Thank you for your review, Michael. I am sorry to hear that your experience was not as positive as it should have been while working with our Customer Solutions department. I was able to locate your order and see that we were unable to locate any conversations where misinformation was provided. If you have additional information regarding this correspondence, please reach out to us at *** and we'd be happy to look into this further with you.
I purchased a Avantco CFD-2RR 54" Two Section Solid Door Reach in Refrigerator - 46.5 Cu. Ft. 14 months after I purchased it the evaporator coil started leaking. I paid over $2000.00 and have had it serviced 5 times with a cost of over $1400.00. Stay away from web restaurant. They said it wasnt intended for high volume use but sell it as a commercial Unit. Spoke to them 3 different times and they wouldnt do anything for me. Now I have to spend another $2-3K on another unit. The evaporator units leak after a Technician used a Dye test, He said it was an inferior coil and they normally should last 10-20 years. This one lasted for 14 months do the math!!!
Thank you for your review, Kurt. I was able to locate your order and apologize for the trouble that your Avantco Refrigerator has caused you. The representative you spoke with is correct in stating that this is an economy or entry-level brand and operates best in new or low volume locations. This is reflected in the price of the unit as well as the warranty that is offered when compared to the higher volume commercial brands such as Turbo Air and Beverage Air. The unit was outside of warranty when we were contacted but we still provided you with a $200 refund back to your card to be used as a reimbursement for service calls or towards a high volume unit. Please reach out to us at *** if you have any additional questions or concerns.
Bought a avantco 360ICFFBSKT7 Hanging Basket and when I got it did not match the size that is listed on the there webpage. To return it they want me to pay for shipping and pay a 30% restocking fee.
Thank you for your review, Raborn. I apologize that the Avantco 360ICFFBSKT7 will not work with your unit. That item is only designed to be used with the Avantco ICFF7 model. If the measurement is incorrect on our site though, please send a photo to [email protected] showing the item next to a tape measure so we can look into this with our warehouse and have it updated online if necessary. If our information is incorrect, we would process it as a return for a full refund.
Don’t be fooled by the prices shipping costs are astronomical. This company is a sham. No returns on many products. Will not offer any exchanges. Thy charge 20% restocking fee and you are responsible for all shipping and return shipping.
Thank you for your review, Andrew. Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. Usually the more you purchase at one time; the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. In regards to restocking fees, we charge these because we want to continue to keep prices as low as possible for our customers. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. Please reach out to us via our live chat or email and we can answer any additional questions that you may have.
DON'T EVER BUY ANY THING FROM THEM. THEY WILL NOT REPLACE IT EVEN IT COMES DEFECTED.
Thank you for your review, Jhim. I am sorry that one of your drink mixers is not working properly. We certainly want you to have a fully functioning unit! The unit is backed by the manufacturer's warranty. After we reached out to the manufacturer on your behalf, we were informed that the motors on the HMD400 are an easily replaceable part (just one plug connection). In order to verify that the issue is with that single motor and not the whole unit, they have asked that you get one of the functional motors and switch positions with the one that will not work. If the functional motor has issues, then the problem is with the whole unit and would need to be replaced. If it works normally they should be able to fix the issue for you by just replacing the single motor. Please reach out to us at [email protected] if you need additional assistance working through the warranty.
we bought Dough Pro Express from Webstaurantstore online in Early March'2018, after we received item, we reach out to manufacture as we were having difficulties on setting temp. We also want to talk to Manufacture regarding temp and time we need to role our fresh dough and we were told that we need to store Dough in Freeze for 12 hours before we can use on dough pro express, this could not work for us due to lack of space in our restaurant and we use fresh dough. we initiate return with WebstaurantStore, at first they refuse to take back, after we directly talk to Dough Pro, they took over 3 weeks before they provide us Return authorization with we have to pay 20% restocking fee + shipping. I was still agreed to ship as this machine was no use to for us and not use at all. we return machine end of March and today 5/3/18 we are still waiting for refund even reach out regarding this matter several time with WebrestaurantStore. as small business you we deal with B2B, would expect that WebstaurantStore should follow and keep me updated time to time. They go there money so they forgot about us. wouldn't recommend dealing with WebstaurantStore or Dough Pro guys.
Thank you for your review, Ketan. I apologize that the Dough Pro Express you purchased from us was not able to work for your needs. I was able to locate your order and see that the refund was processed back to your original form of payment on May 7th after the return was processed. Please reach out to us at [email protected] if you have any additional questions or concerns.
I was a bit nervous ordering from them after reading all the reviews, but since I was only ordering paper goods, cones, and some utensils I didn't think it was very risky. I order on a weekend and received everything by the following thursday. The order was complete and I was impressed with the careful packaging of the ice cream cones. This is my first order, but I'll most likely order again from them. Based on the other reviews, however, I made sure what I was ordering was exactly what I wanted, and I probably wouldn't order anything big or electronic.
Thank you for your review and kind words, Katya! I'm glad to hear that you enjoy shopping with us and everything arrived quickly and safely. We truly appreciate your business and positive feedback. If you ever have any questions or concerns, please do not hesitate to contact us. We're always here to help!
Returned item ($43.17) unused in original packaging and received only $7.53.
Hello,
*** contacted our team on March 15 stating that the *** Vacuum Wand he purchased from our company did not have the correct locking mechanisms for his *** vacuum cleaner. The *** vacuum wand is designed to be used with *** vacuums only as they are tested for compatibility. We do our best to provide as much information as possible on our website to prevent purchasing an item that is incompatible with what a customer may already have.
When replying to ***’s request to return, our representative Annie clarified that the wand would not be compatible with his vacuum so we could set up a standard return. Additionally, she advised that the return may not be cost effective because shipping cost and restocking fee are the customer’s responsibility when setting up a standard return, resulting in a refund of $7.53. You can see that *** accepted this offer in the attached email chain.
At this time, the refund of $7.53 that was promised has been refunded back to ***’s card ending in 7010. In the future, we could advise if there are questions about compatibility with our products that our team is contacted prior to placing an order. Our team would be happy to confirm the compatibility.
Thank you,
Katie C Customer Solutions Supervisor
Hello,
As stated in the previous email, the customer was aware of the shipping charges when the order was placed. Because our pricing is real-time, the prices and shipping costs are subject to change at any time. To resolve this issue, we have refunded the customer for the $10.65 requested. The account under email address ***@***.com has been noted that future exceptions will not be made to correct customer error for orders placed with our company.
The customer has been emailed a receipt confirming the refund, email address ***@***.com.
Thank you,
Katie CCustomer Solutions Supervisor
[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, and find that this resolution is satisfactory to me.
Regards
So terrible! I had been doing business with them since 2014 and now the shipping is so terrible that I've had to come out of pocket on 2 different occasions (costing me an unnecessary $150 in overnight shipping alone) because they're backed up on shipping items out. I simply cannot do business this way. Orders aren't shipping out by the day they're notating on invoices and confirmations. They also offer no solutions. I chatted with a rep prior to placing my order and she told me that if it ships from Kentucky it'll get out in 1 day, I placed my order and its coming from Georgia (has yet to ship out).
Thank you for taking the time to provide us with a review, Dawn. I sincerely apologize that your items were delayed by two business days leaving our warehouse. Our goal is to ship items that are in stock within 1 business day in order to get items to our customers as quickly as possible. However, we have been experiencing some minor delays due to our current volume. The only shipments we are able to guarantee this for is those placed with expedited shipping. It is our hope that you’ll give us another try in the future. Please reach out to us at *** if you have any additional questions or concerns at this time.
I went on the site to place an order for an item that costs $4.49 and was quoted a shipping price 3 times the cost of the item. They are located in PA and I’d be shipping to CT. In a chat with a customer service rep I was very disappointed when in response to me asking if anything could be done about the shipping fee I received a copy and paste of there shipping policy as a response. No ‘l’m sorry about that’ ..No ‘I understand that is costly’ ..No compassion whatsoever. There is no reason a cookie cutter coming from PA to CT should cost me $19 to ship.
Thank you for your review, Starr. We realize that shipping cost is a common concern with all of our customers so I will do my best to explain where this cost is coming from. Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping amount for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. While we do have a warehouse in PA, it is possible that the item wasn't in stock there and would have to ship from another location such as our NV warehouse. Usually the more you purchase at one time; the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. Please let us know if you have any additional questions by reaching out to us at ***.
They sent me several damaged products including a nonstick pan with a chipped nonstick coating around the edges. They offered me a %15 refund in store credit. That's unacceptable. They ship a bunch of products (including some made of fragile glass) loose in a big box with basically no cushioning.
Thank you for your review, Micah. I was able to locate your order and apologize that your cutting board, fry pan, knife and ladle were damaged in transit. The amount of credit was determined based on the amount of damage shown in the photos we received. If it is more severe than what the photos show, please send us additional ones so we can take a second look. In regards to packaging, our warehouses do package each shipment with care to ensure that your items arrive intact and undamaged. However, there is still a small chance of accidents occurring in transit and when that happens, I would encourage you to reach out to us as you did and also leave a packaging review on your account because that is the best way for us to track trends and improve our packaging. You can do this by logging into your registered account and clicking “Recent Orders” right on the Account Dashboard. Please let us know if you have any additional questions or concerns.
Negative - Buyer Beware. We ordered a portable bar - $1500.00, $1800.00 with shipping costs. It arrived packed in a 6' wood crate that we promptly disassembled only to discover that the bar top had been ripped from it's dowels and was completely unattached as well as a giant scratch across the front that was so deep the particle board was exposed. We called within 30 minutes of receiving it and were told we may or may not be able to recoup our loss. They actually blamed us for not making the driver wait while we unpacked it. We will never do business with them again.
I ordered product from this company and never signed up for e-mail flyers, yet get them sent everyday. I have been promised numerous times that my e-mail will be removed. it never does. I never recommend a company where they are clearly liars. they do not care as long as they get their name out there. this has gone on for several months with no resolution. I get into trouble with my corporate office over this and still can't get them to stop. all I hear are empty platitudes. no phone number listed to call only online chat.
Thank you for your review, Annie. I apologize that you are still receiving emails from us. We can certainly get your email address removed from our email list! I was able to remove the one listed above ([email protected]) but if there is another that needs removed, please email us at [email protected] and we will be sure to have it removed right away.
I purchased a piece of restaurant equipment from the company and was quoted a delivery date window within a few days. It has now been a week late and not only have yet to receive the unit, nobody can give me answer of if or when the unit would be arriving. I did receive an email stating that the unit was shipped and in route as of today, the 12th but it is one that I cannot trust. This is because the email was computer generated in my opinion in response to my inquiry as well as, the unit was scheduled for delivery last Friday, then rescheduled for Monday, then Tuesday all by the shipping department and as of Monday at around 12 noon, I haven't heard nothing from them at all.
When I finally found a number to customer service at *** and spoke to a rep asking for my order to be cancelled so I can get on ordering another unit that we are in desperate need of, I was told their policy is I would be charged up wards of $600.00 for return shipping and 20% restocking fee. He did give me other options to POTENTIALLY save money on the return but he could not confirm his suggestions. I am reaching out to you and your agency for help because I do not feel that I should be charged for return shipping or a restocking fee since #1, I still haven't even received the item. #2, I have no idea when or if I will every receive the item and #3, I can't even get an answer from anybody with any certainty any information about my order.
I appreciate your time
Hello,
*** reached out to our Customer Solutions team on 4/11 and he indicated that they had received calls updating the delivery to Monday 4/9. Then the shipping company ***. canceled the delivery and updated it to 4/10. According to ***, the company did not call or deliver the items within this time frame.
They explained their shipment was past its estimated time for delivery. Between 4/11 and 4/12, we were working with our internal shipping department to gather more information about the delivery delays. On 4/12, *** spoke with our representative Jonathan to further address the issue. Jonathan initially explained that our shipping times are estimated and that if *** would choose to return, the order would be treated as a standard return, with a 20% restocking fee and cost of return shipping deducted from the credit.
However, after more information was provided from the carrier on 4/12, we were able to determine that the carrier deemed this shipment lost. With this knowledge from the carrier, we could move forward with providing *** a credit or replacement order and request that the carrier returns the freight to our warehouse if found.
*** and Jonathan worked together to confirm a credit was desired for the order, a refund of $1247.30. This refund would be issued back to ***’s card within 2-3 business days. *** was looking for the credit to be issued by Friday the 18th, so we advised if he did not receive it back to his card by then that we would be happy to look into it further.
At this time, it appears the situation has been resolved in full. Our team is happy to help if there are any other questions.
Thanks, Katie C Customer Solutions Team Leader
They shipped a defective item Order #*** which is defective upon arrival and refuse to replace or upgrade it even., Nor will they allow a return or credit. They just keep saying contact the manufacturer, even though it's not a warranty issue.
Hello,
I’ve reviewed the details of this issue and would like to provide additional information to help clarify what the next steps to work towards a resolution should be. Our goal is to prevent selling any merchandise that would arrive with an issue, such as the issues being experienced in this situation. I can imagine the inconvenience this adds to receiving the product and we want to do everything we can to help resolve this as quickly as possible.
Because we are the wholesale distributor for the products manufactured by our vendors, we’re unable to test the units prior to reaching the customer’s location. For this reason, our manufacturer’s extend a warranty to our customers in the event that issues arise with their machine, both upon arrival and over time. We advised that the manufacturer should be contacted in this situation because they will be the best step to take to resolve it. If for any reason the manufacturer, in this case ***, is not reaching the resolution, then we may be able to step in as the distributor and advocate on our customer’s behalf.
For reference, the warranty information has been attached to this email. These details are available on the item’s page on our website as well as linked below. Our goal is to provide this information up front to our customers because we do understand that this type of warranty process may not work for everyone.
The next best step to take to resolve the issue of the bags melting and the vacuum continuing to run is to contact *** He can troubleshoot the issues being experienced and consider if the unit may need to be repaired under warranty.
Link to Item ***
Thank you,
Katie C
I ordered 2 pails of 20 lbs fondant last March 29, 2018. I didn't a complaint with the company even if my orders were not shipped immediately. What I am complaining about was the fact that the best before date for both products I ordered is May 26, 2018. I called the webrestaurant and talked with ***, one of their customer service representatives. First, she told me that their company specializes in commercial customers and they presumed that the product will be used immediately upon purchased. She further told me that they can not replace my order because it has over a month of best before dates on them. The only option I was given was to return the products but I have to pay the shipping cost for doing that. When I asked *** why can she just send me a replacement instead with longer best date period, I was told that they do not do this and if in case, she can not guarantee that they will ship me a longer best date.
Thank you for your review, ***. I apologize if there was any confusion on the best by date for the fondant you ordered, but we are in fact only able to guarantee a best by date that is 30 days from the day of delivery. As a commercial wholesale company most of our customers will be able to go through the product they ordered in that time frame. We are not able to reship your items as we would not be able to guarantee they would arrive to you with a longer best by date than the product that was already delivered. If you have further questions we would be happy to assist you, we may be reached at
I am rejecting this response because: Webrestaurant should have posted a disclaimer on their website for non-commercial customers about the probability of receiving products that has shorter or over a month best date on them. That way, customers is well aware of it and at the same time giving them an option to buy these products somewhere else.
Hello ***, thank you for your response and for your feedback regarding the disclaimer. We can send this information over to our website team for review. We know that your desired resolution is to have a new shipment for the two pails of fondant icing with a longer best by date. We wish that we could proceed with this request; however, we are unable to guarantee an extended best by date of more than 1-2 months. Due to the nature of our inventory of consumable items, there is a greater likelihood that another shipment would arrive to you with the same best by date or something very similar. For these items, we are only able to guarantee a best by date that is at least 30 days from the day of delivery. Our consumable products are non-perishables and typically you would not see an expiration date on these products, but instead a “best by” date. This date describes the optimal time to use the products for best flavor/results. As a commercial wholesale company most of our customers will use the product within this time frame. When properly stored, many consumers are able to extend the life of the product. The current best by date for your items is reported as May 26, 2018. Due to our inability to guarantee a 3-6 month best by date, we are unable to reship your items yielding different results. If you have further questions we would be happy to assist you. We may be reached at