WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
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Webstraunt sold me a dishwasher. When I receive the dishwasher it looked identical to the one I ordered. I hooked it up and tried to use it. After that I realized that it was not the same model that I ordered, it was missing an essential function that extends the cycle time for dishes that are difficult to clean. A second issue is that the dishwasher that was sent to me does not even function as it is supposed to.
They initially offered a return, I sent them pictures of the control panel where the missing function controls were. The Power light was illuminated indicating it was connected. They offered me a return or a partial refund. since the product did not come with a Manual, I suggested that I would consider a refund if they gave me a Manual and I could get the dishwasher to work properly, and if not I wanted a return. I would not get the dishwasher to work and told them that I wanted to return. At this point they said that since I had used it, I could not return it. They offered a 20% refund, after a long time trying to convince them that they need to honor their return, I took the 20% refund. but I'm still stuck with a $4000 piece of useless stainless steel.
The customer contacted us on 10/30/17 stating that the dishwasher they received did not have the switches for wash cycles as pictured on our site. After looking into this further, we determined these models were no longer being made to select specific wash cycles and offered to set up a return for a full refund on 11/01/17. We had not received a reply from the customer and followed up again on 11/06/17. We were then contacted on 11/07/17 with a request for an updated manual which was provided to the customer via email. On 12/22/17 the customer contacted us via email and stated that the unit was not working properly. We then provided the warranty information for the service company and offered to assist the customer further if needed and also offered a discount of 20% on the unit since it was not exactly as pictured at the time of purchase but the customer had decided to keep it rather than returning when offered. We were contacted again on 3/30/18 and explained that due to the time that has passed and because the item has been used, we are unable to accept a return but the unit does have a warranty. We provided the customer with the 20% back to his original form of payment at this time as well. If the customer works through the warranty (found here: https://***) and the unit is deemed defective by the service company we can then discuss alternate resolutions.
I ordered catering products from this company on 3/16/2018 for a event on 3/31/2018. The estimated delivery was suppose to be 3/22/2018. I contacted the company a few days later to get update on my order because the tracking site kept saying my order was in transit. Needless to say I received my order after my event on 4/2/18 and 4/3/18. I had to purchase other catering products to make the event happen.
After I asked for a refund I was told I would have to pay for a restocking fee an shipping and handling. I was even asked if I received any of the products because no know what happen to my order, I was taking back by that response from a first time customer. All I received was apology for the inconvenience. I trying to get back into the catering business so I though online was the best way to go.I thought this company would be a reliable resource when I'm catering events. But after this experience I will other alternative ways to get the products I need for my events.
Hello,
Due to the delays in the shipment that stretched beyond the normal shipping time frames, we had offered to waive the return fees on 4/4/18. We will still stand by that offer to make an exception to the return policy to offer return shipping labels and waive restocking fees, with the understanding that future orders with standard ground shipments are not guaranteed. Expedited shipments are the only guaranteed delivery time frames.
To proceed with the return, we do need to know if the items are still unused and in the original packaging. Once this information is confirmed we can move forward with setting up the return. You may either respond to this response, or to the email that was sent on 4/4/18.
Thank you,
Andrew S
We use the *** and have been buying it for several years from other vendors. When the *** glasses arrived, they are 10 1/4 oz. glasses. This is clearly printed on the box. Their website description of the glass states in 5 different places that this is the 11oz. glass. My request for a pre-paid return label was denied based on a disclaimer on their site that stating that their measurements are approximate. I will also be charged a restocking fee. This is completely unacceptable. We cannot use this shorter, smaller glass - nor mix it in with our correct size glasses. I emailed pictures of the boxes - here's a comment from their customer solutions consultant: "I see the box that says 10 1/4 oz, however the overall capacity is nominally listed as 11oz....Our site does state the 11 ounce capacity in a few places as you mentioned..."
Really? So basically the customer has no clue what size glassware they will receive and will be stuck with it if it's the wrong size, shape, capacity, etc. This company apparently doesn't necessarily stock the actual items matching the description for glassware in order to need such a disclaimer. I have never had this problem ordering glassware in the last 25 years. This disclaimer (hardly noticeable) allows them to ship something close or similar but it not what you ordered and there is no recourse.
The customer contacted the *** after ordering 11 oz. glasses and receiving glassware that states a capacity of 10.25 oz on the box. The customer attempted to return these glasses as they did not fit their needs based off the information from the outside the box of glasses. ***, as well as other suppliers in the industry, will categorize glassware with nominal measurements with a glass that as a fill capacity of 10.25 oz. categorized as an 11 oz. glass. Glasses can be measured by both flush and practical fill capacity. "Practical fill" is the point at which it is "practical" to stop filling up the cup. "Flush Fill" is the point at which the drink is at the brim and to the point of overflowing. In addition, on the item page, *** lists this Customer asked question, “Are beverageware and/or glassware capacities an exact liquid measurement? Beverageware and glassware capacities are stated in ounces and are an approximate maximum capacity based off of an industry standard size. They are not to be used as a standard of measure for serving capacity. “
The customer was given the option to return the glassware as a standard return which would have the customer pay restocking fees and the return shipping costs. They contacted the *** about this return where nominal measurements, fill capacities, as well as restocking fees were all explained in an effort to educate the customer on why this would normally be treated as a standard return. To work with the customer, ***’s customer service department offered to split the restocking fee with the customer. The offer to lower the restocking fee to 10% was never responded to and no further action was taken.
In an effort to resolve this issue for the customer, *** will be contacting the customer directly to offer a one-time exception to their return policy. *** will waive the restocking fees and issue a prepaid label to return the glassware for a full refund.
[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 complain***, and find that this resolution is satisfactory to me. We no longer need action on the vendor's part at this point in time. The glasses were donated to charity.
Regards
I purchased a coffee pot (*** Model *** Brewer) in February 2018 for our new office. The coffee pot arrived broken and unfortunately we were never able to use it.
Webstaurant Store refused to help with their defective product whosoever. I contacted Webstaurant Store to discuss my situation and was told that I would have to use a local service technician to remedy my problem, as that was the only solution to get this product serviced under its warranty. I was told a local service technician would be able to fix by product free of charge.
I then contacted several of the local service technicians that were recommended within a 20 mile radius. Every service technician informed me I would incur fees up to $200+ just for having them come out, and some of the technicians even informed me that they do not service the product I ordered. Some of the "recommended technicans" hadn't even heard of Webstaurant Store.
For two full months I have been going in circles, contacting Webstaurant Store via email, waiting on hold, and on live chats. Finally, I thought things may be moving along when I was told Webstaurant Store would be contacting the manufacturer and getting back to me in about 2 business days. That was 7 days ago and I just received another email stating they will be another delay in their response.
I run a business and there is no way I would ever treat clients like this. It is not only disrespectful, but unprofessional. A company will not stand behind their product that arrived broken is not a company I would ever like to do business with again.
When customers purchase equipment from our website, they are also purchasing any warranties that may be included by the manufacturer. If an issue were to arrive, the manufacturer would be the main point of contact, as it is their decision to make regarding how to proceed with the warranty. As a distributor, we do not own the products and therefore do not own the product warranties. In this case, the warranty is through ***, so *** service information was provided to the customerWhen *** reached out to the service technicians under warranty, they were unable to get this unit serviced. Because this unit was under warranty, we reached out to *** on ***'s behalf, and on 4/2, *** let us know they will return the defective product. On 4/4, we entered a replacement order and the new unit shipped to the customer on 4/4 via ***. This was delivered to ***'s location on 4/9. At this point, we were able to get this unit replaced under warranty, and the issue has been resolved. If there are any further questions, please let us know!
I ordered cake pans what actually came to me were pizza pans, I tried to return it they wanted to charge me $20.00 just to return the pans that cost $8.00 total, the seemed very stern on NOT refunding shipping they want me to reorder pans and pay another &20.00 so in total I would be paying over $50 just for 8.00 pans NO THANK YOU!!! Don’t do business with them truly a rip off I never write negative reviews but felt convicted to after such a poor customer service experience and truly feeling RIPPED off! New business owner!
Hello,
Order *** was placed for three each of *** Wide Rim Pizza Pan and *** Wide Rim Pizza Pan. Upon being contacted by the customer, we were informed that the incorrect item was purchased. Returns are subject to a restocking fee and return shipping is not covered. We agreed to make an exception to that return policy and refund the order in whole, including the original shipping and return shipping labels provided if a new order for the correct item was placed. When the new order was placed a return was created with the restocking fees waived, but I do see that the return labels were not included. I have updated the return to include all funds returned and return shipping included. The return labels will be sent in a revised return email so that you have the updated information provided to you in full.
This order was paid for with $34 in store credit and $2.06 from a *** card ending in ***. When it is received back to our Returns Department, those funds will be refunded.
Please let us know if you have any additional questions
When I was looking for a freezer I contacted their customer service and was told that the freezer I wanted to order will be delivered in 2-3 business days. I even checked it online before placing the order and their website said that it will be delivered in 2-3 business days. After I placed the order, they charged my credit card, however, no freezer was deliver for about a week. When I contacted them again they said it will take another week and it was scheduled to be delivered on Tuesday. I waited Tuesday, Wednesday and still no delivery. Then they said it will be delivered Friday. After more than 2 weeks later the Freezer was finally delivered.
The problem was the freezer did not work. It says it is at -4 degrees but the food does not freeze and an independent thermometer shows temperature ranging from 10 to 20 degrees. The gauge is faulty and the freezer is not cooling. I asked them to either offer a replacement or simply take a return. They told me they won't accept a return even though it is a faulty unit. They asked me to contact a third party warranty company. Why should I have to deal with a third party warranty company for a brand new freezer. It if doesn't work, they should take it back or offer replacement. That is the only reason I bought a brand new freezer because I did not want to deal with these kind of issues.
I have asked them to take the freezer back and refund my money. I don't want to ever deal with this company again. I have also disputed the charge with the credit card company. I am planning to buy the freezer from another company.
I decided to call the warranty company and the issue was resolved. Please close the complaint. If the problem persists, I will file another complaint. Regards
I ordered a funnel from this company. When I got it I realized it was not made very good and the opening was not big enough and would not work. Tried to return it and they would not take it back. Do not order from this company. Find someone who will work with you better.
Thank you for your review, Myrna. I am sorry that the funnel you ordered from us will not work properly for your needs. If the item was defective, we would absolutely take care of it for you but because it does not work for your needs, it would be considered a standard return. In order for an item to be returned, it would have to be unused and in the original packaging. If you can confirm that it is both, we can have this set up for you but we do carefully inspect the returns upon processing them back to the warehouse and if used, we will not be able to accept it back. Please reach back out to us at [email protected] if you can confirm the above and would like to proceed with a standard return.
This store does not even have a phone number you can cll they can not even ship the product that you want and have a 30% restock if that happens run like *** from this place
Thank you for your review, Warren. We do have a phone number listed on our website as well as a live chat and email service where we are always happy to help in anyway that we can. The parts that you ordered (infinite switches) are only designed to work with a select number of APW Wyott items. In order to determine the correct ones needed, we would have to have the model and serial number of the unit you would be using them with. Because we were not provided with that information and you just wanted to proceed with a return instead, it would be considered a standard return. The reason for the restocking fee is 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. If you choose to purchase from us in the future and have questions about an item prior to purchasing, please reach out to us via our live chat, phone or email and we can answer any questions that you may have.
They can NOT ship in a timely manner! They could give a crap as long as they get their money!!
We appreciate you taking the time to provide us feedback and apologize the order took longer than expected to arrive to you, Jeff. Our goal is to always get items to our customers as quickly and efficiently as possible because we understand the importance of receiving items on time. The reason the order was delayed in transit was because the carrier was unable to reach anyone at the phone number provided and needed an alternate in order to schedule a delivery appointment with you.
NEGATIVE: Buyer Beware. Not straight forward. I ordered something and was under the impression they came in lots of 12. I was shocked when I only received Qty - 5 1inch wood cubes for $42.00 and wanted to return. Shipping (5) items that weight literally less than 1 oz. was $15.00. Buy on AMAZON.
This was their response.
"I could set up a return, but we do not offer free returns. This would be a standard return where the items would need to be unused and in the original packaging. You would then be responsible for the 20% restocking fee and the return shipping cost."
Thank you for your review, Alexandra. I apologize that you received less of the Square Olive Wood Card Holders than you were expecting. They are listed individually on our site but are available at a discounted price when you purchase in lots or multiples of 12. In regards to shipping, since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. Usually the more you purchase at one time; the better your shipping cost will be per item. If you have any additional questions, please let us know by reaching out to us at [email protected].
Ordered a chair on 2/16. This chair arrived defective. The store sent new parts to repair the chair 3 times that were continually defective. A refund in full has been requested 3 times and denied but to date I do not have the new, working chair described online that I paid for in full.
Order Number: ***
Order Date: February 16, 2018, at 1:09 PM
Shipping Type: Ground
My Account
Track Order
Description Unit Cost Qty Line Total
(Special Order) *** $52.99 1 $52.99
Usually Ships in 1-2 Business Days
*Delivery estimates are not guaranteed and may change Subtotal $52.99
Shipping $28.68
Tax $0.00
Total (USD) $81.67
Hello,
I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives.
The customer first emailed us on 2/22/2018 notifying us on how the legs were uneven. We immediately asked for pictures to show the defect because the warranty states replacement parts may be sent out. The warranty *** is included on our website directly on the item page. Please see the link below:
***
On 2/28, the manufacturer approved the request for replacement parts and they shipped out a replacement base. On 3/5, the customer received the replacement base and said it was missing one of the feet. We suggested taking a foot from the original base and seeing if it works on the new base. Customer stated that is was uneven and requested a refund. We contacted the manufacturer to see if we could set up a return, but the manufacturer will not accept a return or credit the customer because the warranty is only valid for replacement parts. Like my associate informed the customer, since we are a distributor of products we do need to abide by the manufacturer's warranty process. For this manufacturer they will send replacement parts for anything that is defective. Therefore, the manufacturer advised they sent out new feet for the customer and they arrived on 3/10.
The customer said the 4 replacement feet that they received did not fix the uneven issue. The customer provided a video showing one foot rocking. After contacting the manufacturer again, they advised that the feet are designed to be adjusted slightly by loosening and tightening them to level out the chair. On 3/21, the manufacturer determined that what the customer was seeing is not a defect but rather that the feet would need to be adjusted. The customer said they could not make the adjustments because they believe the one leg is defective. We asked the customer to send us a video showing the measurements of the legs in order to show the manufacturer. Since that last email on 3/22, we have not heard back from the customer.
Sincerely,
Amy B
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: A photo was sent on 3/5, and a video already sent on 3/19 of defective 2nd base received. Multiple emails sent back and forth describing how exactly the 2nd base was defective between 3/5-3/19. 1. 2nd base arrived missing a foot but the base sat flat on the floor flat missing the foot. Chair cannot be used this way as it will damage soft wood floors. 2. Foot arrived for leg missing, when this foot added to leg it made leg 1/2' longer than the other 3 legs causing this base to rock/ defective and not sit flat. 3. Webrestaurant stated vendor said rubber foot was adjustable but there is a whole for leg, no where to adjust anything allowing leg to become shorter.
Regards
After further investigating the problems that have been occurring with the chair sitting unevenly, we would like to offer the customer a full refund in the amount of $81.67. Although the manufacturer does feel the feet would be able to be adjusted, we greatly appreciate the customer's cooperation in providing photos and a video and are willing to make the exception to provide a full refund as opposed to continuing to work through the warranty. The refund will be applied to the customer's original form of payment which they will see back onto their card in the next 2-3 business days.
DO NOT BUY FROM THIS COMPANY. We, a 501c3 nonprofit purchased a small Bunn hot water dispenser from them and we plugged it in immediately when it arrived, same day, in the morning. By the end of the day the water was still only tepid. Manual says water will be over 200 degrees in 15 minutes. Called the company and customer service was a joke. Said it wasn't their problem. I asked to return the item. They refused, said it was used. Kept telling me it was used. How the hell you supposed to figure out if something works if you don't plug it in. Refused a return or even a replacement. Told me to call the Bunn manufacturer Horrible horrible service. Rude as well. DO NOT BUY from this company. They will not stand behind the products they sell, and once they get your money, you will get no service, NADA.
Thank you for your review, Bruce. I'm sorry to hear that your Bunn hot water dispenser was not working as designed upon arrival. The unit is backed by the manufacturer's warranty but we are here to support you and ensure you have a fully functioning unit. One of our Customer Solutions Team Leaders will be reaching out to you for more information so that we can work on resolving this with you and the manufacturer.
I bought a Dough Mixer, but the electrical requirements were not clearly disclosed on the web page. I now have a dough machine I cant use. They want a $900 return fee, Would be cheaper to upgrade the building once the costs of buying a new one and shipping are factored in. Terrible company to do business with. They should stand behind their products when they fail to disclose extremely pertinent information.
Thank you for your review, Rick. I am sorry to hear that your MX60 60 Qt. Gear Driven Commercial Planetary Floor Mixer does not have the correct electrical requirements for your location. We do have this information listed along the right hand side of the item's page under the specs but are always looking for ways we can better display information for our customers. If you have any recommendations for us or if you would like to further discuss returning the unit, please reach out to us at [email protected] and we would be happy to work toward a fair resolution with you.
I am a skin care manufacturer and made a purchase of 12 50 lbs bags of sugar for a sugar scrub order I have. I received a message back two days later saying that they didn’t have the full stock to fill my order but they would contact me to let me know when the stock would come in. I told them I wanted to cancel my order because I needed it ASAP. They emailed me back and said they had 8 bags in stock that they could send immediately and that they would send the rest when they got it in stock. I asked how long it would take until the other bags came in stock and they said they would be receiving a shipment over the weekend. I said ok if I wouldn’t be charged twice for shipping, please send what you have immediately and the rest over the weekend so I could start with manufacturing initially with what I had. The shipment was supposed to go out on a Wednesday. I get an email on Monday saying they were shipping all 12 bags. I emailed customer service to ask when the first 8 bags shipped and they said it made more sense to wait and ship them all together. I told them it was not our agreement and they should have told me what they had changed plans because I would have cancelled my order and purchased from another vendor who was shipping other supplies to me. Customer service rep said they never made any promises to me about when the shipment was going out in their email (which was a lie and I have it in writing) I asked for a shipping refund or to cancel my order and they said they would only do it for store credit. I was livid. Now I run the risk of being late on a delivery of my order because of the inconsistency of this company. Why would I want a credit when I can’t trust that they will keep their word?
Thank you for taking the time to provide us with a review, Faith. I greatly apologize for the miscommunication in not shipping and back ordering your order of sugar. I understand how important it was for you to have the sugar in order to operate your business. I was able to locate your order and see that we have refunded your full shipping amount due to our mistake. We appreciate your business and hope that you will give us another try in the future.
My husband just ordered four suction cups for $8.76 total. Shipping was $18.00! Unbelievable! What a rip off.
Told him to let me do his web searches in the future.
Thank you for your review, Cathie. 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. Please let us know if you have any additional questions by reaching out to us at [email protected].
Webstaurant Store are advertising as restaurants equipment and supply company. I recently purchased a induction range for my restaurant uses, when I received the product, I shouldn’t find NSF logo on the range, also the range are only 2 pins plug in, commercial uses must have 3 pins which including safety pin.
I called their customer service right the way, and request a return. They told me I will be responsible for return shipping plus 30% restocking fee. I told her this is not reasonable, I can pay for return shipping, but 30% restocking fee for something I couldn’t use and have not use is absolutely not right. Especially when people are assuming they are shopping on a restaurant supply website.
She said if you are not agree with 30% restocking fee then she can not set up a return for me.
This is a scam company, not a restaurant supply company.
Hello,
While we are a commercial restaurant supplier, we recognize that not all municipalities have the same health codes. Some municipalities do not require that a restaurant’s equipment be NSF listed. These units, such as the product *** purchased, are lower priced alternatives for restauranteurs that do not need their equipment to be NSF listed. In addition, we list any certifications directly on the item’s page. If an item is NSF listed, there will be an NSF logo on the page itself. Our website is set up with filters for customers to use in order to narrow down products to show which items meet their requirements. On the left side of this page, https://www.webstaurantstore.com/***/countertop-induction-ranges-and-induction-cookers.***=number-of-burners:double, customers can select the number of burners, cooking surface diameter, and there is also a filter that says “NSF Listed: Yes.” If *** would like a double burner, NSF listed range that is a countertop unit, using those filters we can determine the products matching her needs can be found here: https://www.webstaurantstore.com/***/countertop-induction-ranges-and-induction-cookers.***nstallation-type:countertop&filter=nsf-listed:yes&filter=number-of-burners:double. We are also available via phone, email, and live chat to answer any questions our customers have prior to purchasing.
We originally offered to lower the restocking fee to 15%, however we are willing to offer a one-time exception and issue a store credit for the restocking fee, which would be $24.00. *** would be responsible for the return shipping, which she had already agreed to. The rest of her refund would go to the original method of payment, and we can work with her to help find a unit that works for her restaurant’s needs.
I recently ordered a Nacho Cheese Warmer/Pump from this company that simply does not work. The pump on this item was defective right out of the box. It leaks all over the top of the unit at the base of the actual pump handle. We've tried replacing the o-rings, tightening the connections, and everything else recommended by the manufacturer, but the pump still leaks. It is very cheaply made and even if it did work properly out of the box, I doubt its longevity. The worst part of this problem is that WebstaurantStore.com will not honor any warranties or replace the pump even though it was damaged and unusable out of the box. They insist that I send them a video of the item malfunctioning or they will not be able to allow a refund or exchange, which is simply not possible.
We apologize for our delayed response and that the customer's Nacho Cheese Warmer/Pump did not work upon arrival. The item has a 6 month replacement warranty and we had asked for a video in order to determine if a replacement pump could be sent or if the the entire unit was defective. The customer has provided us with a video showing the defective pump and we have since sent a replacement pump that was received on 3/9/18 so the unit should be fully functioning. If the customer is still having trouble with the pump leaking, we can work toward a further resolution.
The website gives no information to indicate products or out of stock. Upon placing in order, I received a notice that the items were out of stock, so I contacted the company for an estimate on when the products would be back in stock. I explained that this order was time sensitive, and that I would have to order elsewhere if they were unable to fulfill the order, and they assured me they would contact me no later than the next morning with an estimate. After not receiving any information the next morning, I reached out again to the company and was given the run around. I asked the representative if they could call their supplier to get an estimate on when the product would be available, and the representative told me she was calling while I waited. She then informed me they did not have an estimate on when the item would be in stock. I was confused as she had told me she called the manufacturer/supplier, since they must know if they'd have the item in the next few days. She then told me she never called, that she had lied to me. This felt like the second lie, since the first person who assured me they would get back to me never did. While I understand not having products always available, I do not understand why a company would string a customer a long, and lie to them, especially when the customer said she needed to order elsewhere ASAP if they were unable to fulfill the order. Since I had contacted the company using their chat feature, and everything was documented, I decided to reach out to a manager and expressed my disappointment in that the representatives had lied to me. To my surprise, the manager did not seem to think it was a problem. The manager stated that they probly didn't mean to string me along and lie. It seemed of no consequence to the manager that I had lost a precious day and a half, and that I had in fact been lied to. After all of this, the out of stock item still is listed as available on their website. I expect merchants be honest with customers.
Thank you for your review, ***. I want to take a moment to first apologize for the delay in response as it is our goal to get all reviews responded to in a timely manner, and because of an error in receiving this review our response is a bit more delayed than normal. We do always try to list our items that are not available in stock as “Out of Stock”, but because of how quickly our stock can change there are sometimes delays in getting this message up. We do have the process in place of emailing our customers if the item is not available, which appears to have happened in this instance. I can assure you there was never any intention of stringing you along as we want to get our customers their orders as quickly as possible. I do apologize for the breakdown in communication between yourself and our representative. After reviewing the chat, I do see where our representative did correct themselves and let you know they were not able to call the manufacturer as we do have to communicate with them via email, however, we should not have told you we were calling when that was not the fact. We would love to be able to assist you in the future and show what a great experience Webstaurantstore is able to provide. Please contact us at [email protected] if you have any additional questions or we can be of any further assistance.
It's advertised as a commercial vacuum for floors and carpet, but it's only good for outdoor carpet, or office carpet it does not work on any other sort of carpet. It's false advertisement and they're refusing to return it because they said it was used it was within the 30 days and we had to use it to see if it worked.
Hello,
The *** Light Weight Vacuum Cleaner is described on our website for use in an office, store front, or lobby and ideal for smaller cleaning jobs. All returns must be unused and in the original packaging, so this could not be returned. In our conversation on 2/15 with the customer, there was a question of if the vacuum was functioning correctly, so the manufacturer's contact phone number, , was provided. The manufacturer prefers to be contacted by the end user, who has the unit in their possession for easier trouble shooting.
Has the manufacturer been contacted about any defects with the unit? Please provide who you spoke with at the manufacturer and what was discussed and we can look further into this issue for you.
Thank you,
Andrew SCustomer Solutions Team Leader
Hello,
I recently purchased some items from webstaurant store. One of the items being a case of glassware. The glassware came in completely smashed up and a lot of the glasses broken. The company is only crediting me a portion of the box. I do not think it is fair they are going to make me try to sift through broken glass to get to other glasses in the box. Its really bad. This is a huge risk and we were just going to recycle the box. Additionally there are tiny shards of glass all over everything in the box. I believe this should be fully credited.
Secondly, I ordered paddles from the company for beer flights. They are the incorrect size. They told me that it was a 20% restocking fee in an original email.. and now when they send over the return for, they are trying to charge me 30%. I feel like this is a total scam and I dont understand how they can operate like this.
Hello,
I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives.
The customer purchased the *** 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle - 12/Pack (https://www.webstaurantstore.com/core-14-1-2-x-3-1-2-four-hole-natural-finish-wood-beer-flight-sampler-paddle-pack/***.html) on 1/16/18 thinking they would be compatible with the *** 265 5 oz. Customizable Can Taster Glass - 24/Case (https://www.webstaurantstore.com/***-265-5-oz-customizable-can-taster-glass-case/***.html) that they purchased on 10/11/2017. When you look at the item page of the beer flight sampler paddle and the taster glasses, we provide a “You May Also Need” section. In this section we include the specific items that will be compatible with the item. When you are looking on the item page of the Core 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle, the *** 265 5 oz. Customizable Can Taster Glass is not listed as compatible. When you are on the item page of the *** 265 5 oz. Customizable Can Taster Glass, the Core 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle is not listed as compatible.
Since they purchased the incorrect sampler for their glasses, we advised we could set up a standard return. Our standard return policy, which is listed on our Policies Page (https://www.webstaurantstore.com/policies.html#Returns_Policy) says, “A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for commercial locations and 30% for residential locations.” It does appear we originally told the customer it would be a 20% fee, but since they shipped to their residence it would be a 30% restocking fee. We apologized for the confusion on 2/11 and advised we can offer the return with the 20% restocking fee on 2/12.
Along with the sampler paddles, the customer advised they received damaged *** 132 Heavy Base 8 oz. Hi Ball Glasses - 48/Case. We immediately asked for pictures and asked how many were damaged. On 2/9, the customer said 16 glasses were damaged; therefore we offered a refund for those 16 glasses in store credit or back onto their original form of payment. The customer advised they wanted a full refund, but they provided us with a picture showing more than half were in good shape. I have attached the picture to this email.
Sincerely,
Amy B
WebstaurantStore Customer Solutions Team Leader