WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
Phone: |
Show more...
|
Fax: |
+1 (717) 392-8133 |
Web: |
|
Add contact information for WebstaurantStore
Add new contacts
ADVERTISEMENT
Hi ,
I ordered 3 sinks from their website. Everything was perfect at the beginning . My order was shipped with Common Carrier W/ Liftgate . I paid 220$ for delivery . Carrier company called me before delivery date . We scheduled delivery at 12 - 3pm . I went to address and waited them for 3-4 hours , no one showed up and no one called me about it . When I called them , they told me that we couldnt deliver today , we can reschedule on monday . I asked them why didnt you call me and the guy at the phone just change the subject . Webstaurant agent defened them in very bad attitude . it was my first order and it will be last Very bad delivery service
Thank you for your review, Ekin. I’m sorry to hear that your first time ordering from us wasn’t as positive of an experience as it should have been and the carrier was unable to call you right away to notify you of the delay. While it doesn’t occur often, there are times when drivers may get delayed at previous stops and are therefore unable to make a scheduled delivery and have to reschedule. I was able to locate your order and do see that the carrier delivered on the following Tuesday (2/13). Again, I apologize for the inconvenience in your shipment being delayed in transit.
Webstaurant leads its customers to believe that they are paying actual shipping charges when in fact in some cases around 75% of your “shipping” charges are actually handling fees built in. Webstaurant is not upfront about handling charges but when questioned VIA email I was told that they do indeed build handling charges in to their shipping charges and that they call it all “shipping” charges to intentionally mislead customers. This way they can keep their advertised cost of goods down and more than make up for it in “shipping” charges. All shipping and handling charges should be displayed with each order up front and separated so that customers can see how much they are paying in handling fees. With Webstaurant the handling fees that they hide in what they call “shipping” is very excessive.
Thank you for your review, Jason. I was able to locate your emails with us and would like to clarify a few points. We do not work handling charges into our shipping costs. When you check out our shipping calculator on the cart page does it's best to come up with the most accurate shipping specifications which are then used to get real time rates from our carriers. 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. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. If you have any additional questions, please reach back out to us at ***.
Poor customer service. So many shipping problems I cant even count.
Thank you for your review, Eric.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 do see that you experienced quite a few difficulties with the shipments which is out of the ordinary for our carriers. At this time, I do see that we were able to resolve this for you and have restricted that carrier from being able to ship to you in the future. Please reach out to us at [email protected] if you have any further questions or concerns.
My effort was to buy 8 classroom style conference tables. WebstaurantStore.com came up as on option on a search. I clicked through to look at the items fitting my search. The picture was of a conference table. The order was placed. When I received shipment, only table tops arrived.
The company is saying that the photos included disclaimers stating bases were not included. It is true, in some locations on the site, there are disclaimers on photos stating bases are not included. However, in others, the disclaimer is not included. It was not clearly communicated that the bases were separate. I have screen shots illustrating that individuals can purchase the items without clearly making the distinction.
Incidentally, with other items on the site, table tops are shown as tops only and bases are shown as bases only. This product, however, shows a fully assembled product.
I am returning the order. However, the company wants me to pay shipping costs and a restocking fee. Since the information was not clearly communicated, I would expect those costs to be forgiven.
I've contacted the company and have temporarily put a dispute on my credit card.
Hello,
I’ve taken the time to review the order details, item details, and communication the customer had with the reps on our Customer Solutions Team. Just as my associates Melanie and Laura mentioned to the customer, it is a consumer’s responsibility to review all of the details of the item they are looking to purchase to ensure they are buying the item that works best for their needs. While we do have the option for customers to add items into their cart without viewing the items details, when doing so the customer forgoes the opportunity to see what the item includes. As such, they may miss notices that indicate some parts of the item are sold separately. This tool is most often used by customers who purchase the same items regularly and therefore don’t need to take the extra step to read the details of the product.
Because we are an online retailer, we find it most important to include a picture of the item as a whole so that our customers can make informed decisions on what products would work best for their application. If we included only a picture of the table without the base, customers will ask what the product looks like as a complete kit. To remedy that, we include a full picture of the product and a notice directly below the photo indicating the base is sold separately.
At this time, we have offered to set up a standard return of the products if they are not going to work for the customer’s needs. The standard return would include a restocking fee and return shipping deducted from the customer’s credit. This return policy is available for customer’s to view prior to purchase. The total credit that would be applied after these fees is $613.34.
Another option we could offer the customer is that she could purchase the compatible bases for these units. If she’s interested in that here are the links to both the black steel and the silver steel options to ensure she is getting the correct and compatible bases for her tables:
***
***
***
***
Please let me know if you have any further questions regarding this issue.
Sincerely,
Beth F
WebstaurantStore Customer Solutions Team Leader
Hello,
After discussing this further we have decided not to alter our checkout and purchasing options available on the site as we still believe they are good options for our customers. With that being said, we have contacted the vendor to see if there were any options to lower or waive the restocking fee as an exception and they have agreed to waive the restocking fee. Today my associate Leah called the customer and we left a voicemail offering this further resolution. We have offered to waive the restocking fee completely. The total credit once the return is processed will now be $805.32. The only costs deducted from the credit now is the fee the return shipping fee.
Once we hear back from the customer my associate Leah will move forward with assisting her with coordinating a pickup and return. Once the items are returned the credit of $805.32 will be applied back to her original method of payment.
Please let me know if you have any questions about this resolution.
Sincerely,
Beth F
WebstaurantStore Customer Solutions Team Leader
I have been contacted by the company and we have arranged for pick up of the items on Monday. They have agreed to waive the restocking fee. Assuming they stand by this commitment, I believe the matter is resolved. I will contact you if any additional challenges are encountered.Thank you for your assistance.
Regards
On Sunday 1/21/2018 at 7:29 PM I ordered a *** juicer for $750. After the order I checked my email and there were (2) emails from Webstaurant. One was a receipt for my purchase and the other was an email for the same *** juice priced at $631.80. As you can imagine I immediately clicked on the purchase link in the email and ordered this one (without thinking) and then contacted Webstaurant to cancel the first order for $750. I didn’t think but just acted to save over $120 dollars. It was Sunday and the online support closed at 4:00PM PST. I woke up and immediately contacted customer service. I was told they could stop the shipment but charge me a 30% restocking fee. I was able to negotiate down to 15% but still disagree with the restocking fee. I feel that the email stating a $631 savings was a bait and switch and ultimately this business would get MORE than the original price of $750. I feel duped.
Hello,
The pricing that is shown on the website of $750.00 is the pricing that the manufacturer allows us to advertise as the lowest price, however we are able to sell below this price as a wholesaler. Our wholesale price, which is below the manufacturer required minimum, is $681.50. This price is received either by submitting an email address on the item's webpage and receiving an email with that pricing, or logging in to a registered account. If an order is placed as a guest the full pricing will be assessed, but if a customer is logged in or enters the code received by email in the checkout process, the below minimum pricing will be used.
In this instance, since the orders had both been entered and had already shipped from our warehouses before we were notified, we were unable to cancel the orders and helped to set up a standard return. We do see though, that during the checkout process, the customer did log in to their account, and our checkout process should have changed the pricing from the full amount to the below minimum pricing. We apologize that this was not noticed in the original contact with us on Monday, January 28th, and have updated the return to waive the restocking fee. Once it is received back at our warehouse, the full amount of $750 will be refunded to the original form of payment.
Thank you,
Andrew SCustomer Solutions Team Leader
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had a horrible experience with this company. DO NOT DO BUSINESS WITH THEM!! They charge a 30% restocking fee if for any reason you have to return something. They claim they keep prices down that way. I could have ordered the same or similar item from Amazon for $5 more. Never try to save $5 ordering from them. It cost me around $50 to return an item to them. There are many complaints about this all over their reviews. Take heed and deal with a reputable company who doesn't punish you for returning an item
Thank you for your review, Terri. I understand your concerns with returning and am sorry to hear that the item you purchased did not work for your needs. The representative you spoke with is correct. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. 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 or email and we can answer any questions that you may have.
Purchased a refrigeration unit (Turbo Air) with a standard warranty in March 2017. The unit leaks refrigerant and is defective. Discovered this as soon as we turned it on. Originally advised them in August 2017. We need to get new refrigerant every two weeks in the unit. Have exchanged several emails with the Restaurant who states Turbo Air and therefore they refuse to honor the warranty because they state "it was incorrectly installed". The unit was installed correctly... they are stating the cooler box is not the right size, which is true, however that has absolutely nothing to do with the leaky defective unit. Webstaurant maintains that they have no record of a sales rep having a conversation on the sizing. But that is a completely separate issue than the coil that is leaking refrigerant. Have been told this by several refrigeration experts that the leak is no way associated with the size of the walk-in cooler, which by the way, was NOT purchased from Webstraurant store. Can provide the emails with the complete conversation history.
Hello,
I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives. As my associate mentioned in her interaction with the customer, when a customer places an order with us, they are accepting the warranty on the unit as well. If there is an issue after they receive their unit, it must go through the warranty to be serviced or replaced.
When the customer reached out to us on 9/1/17 about the unit being undersized and the coil leaking, we contacted the manufacturer to determine what could be done. The manufacturer provided us with the following statement, “The unit your customer has is undersized, which is why the cooler is not working properly. Only way to solve this problem is changing the unit.” The manufacturer cannot send out a service technician because the incorrect size was purchased and that would not be covered under the warranty. The warranty does not cover "service required as a result of improper installation", which would include installing an incorrectly sized unit for their location.
The manufacturer did advise the unit they would need is item #***. At that time, we suggested selling the original unit locally and purchasing the correct sized product for their location. Since the unit has been used, we are unable to return it. We are only able to accept returns that are unused and in the original packaging.
We went into our archives and searched for the phone call conversation where the customer said one of our representatives suggested a specific unit. However, no such conversation was located where the customer asked about dimensions before the order was placed. If you look on the item page, the description of the unit includes the exact measurements:
***
***
At this time, we have asked the customer if a different phone number was used when calling in to the WebstaurantStore before placing the order and they have not provided any information.
Please let me know if you have any further questions regarding this issue.
Sincerely,
Amy B
WebstaurantStore Customer Solutions Team Leader
Webstaurant sold me damaged items and did not send my company all the necessary items. They want to charge me a restocking fee of 20% of the items price and have me pay the shipping expense. I sent them pictures of the damage and they won't grant me a refund.
Thank you for your review, ***. We are so sorry that the bar height table bases did not work for you. In further review of your order, I see that there may have been some miscommunication on whether the items were initial the wrong height for your needs or if they were damaged. For any items that arrive damaged, we are more than happy to work with you to develop a solution in either a reshipment or a credit. We do ask that all shipments are immediately inspected upon receipt and that we are notified within 5 business days of any damages or shortages. This allows us the opportunity to follow-up with the carrier for this type of claim. I am happy that we were able to resolve this for you and have the items returned and a credit will be issued back to your original method of payment. In the future, please do not hesitate to contact us if you have questions about our items or their functionality. You can contact us at [email protected], or you can reach us by chat or phone.
This company used a 3rd party delivery service that in no way acted appropriately in which a delivery service should. Information on who your seeking for the delivery, professionalism and some type of customer service is appreciated; especially if the package being delivered is badly damaged and your want me to accept the package and return at a later time rather than refuse the package as the goods could be damaged. There should be rules that apply to the 3rd party that is delivering and also when a customer calls to follow-up a company representative should be more willing to assist than making one feel like he/she has better things to do than assist in my issues.
We do apologize that the customer’s shipment was unable to be delivered and resulted in a return.
As an online supplier, we must rely on 3rd party carriers to deliver all of our orders. To serve our customers in the best way, we do include all order tracking and information in their account dashboards. Also at the time of shipment, the tracking information is sent to the customer via email.
On 10/24/2017 we received a call from the delivery company, ***, stating that they would not deliver the shipment to the customer due to a hostile situation and that this shipment will be returned to our facility. At this time we reached out to the customer to clarify what may have happened at the time of delivery so that we could assess the situation from all sides.
Upon contact with the customer on 10/24/2017, our representative did inform the customer that this would be processed as a standard return as the items were unable to be delivered. We were not made aware of any damages to the shipment or to the packaging while we were in contact with the customer. Our customer's are our top priority and we apologize if the customer felt that our representative had better things to do at the time when we had contacted the customer.
*** will no longer deliver to this address. To service both the carrier and the customer we have removed this carrier as an option for shipping on all future orders for this customer.
The return was completed as a standard return and the items were all free of damaged and able to be returned to stock. In the event of damages, a restocking fee would not be deducted.
[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: We never recieved any tracking via email as well as there was no mention of *** as a third party to deliver, we were informed they no longer wanted to business with us via the representative, we have yet to recieve a refund not only for the package but why should we be charged for the restocking/return fee if we were not at fault for the return when it was the 3rd part (***m) fault?
I would greatly appreciate a FULL REFUND of all associated costs.
Regards
While we can understand the customer's perspective and concerns, we did our best to inform them of their deliveries as noted below.
Per our records on this order, the tracking email was sent on 10/20/2017 at 4:46 PM EST. The shipment notification email included the tracking information for the delivery with links directly to ***’s website with delivery estimates. Once the automated email is generated, the account dashboard is also updated with the information that is emailed. On 10/24/2017 our representative did send a follow up email from the conversation that took place the same day explaining the return process and fees associated with the returning shipment. We do apologize that a mutual consensus was unable to be reached with the carrier to have the shipments redelivered to the location. As the carrier stated that they refused to come back to the location due to prior incidents, the freight had to be returned. This information was also included in our communication with the customer on 10/24/2017.
The products were returned to our Pennsylvania facility on 10/27. At this time no damage was present and the items were returned to stock.
The refund was processed for the subtotal of the items ($94.08) less the restocking fee ($14.82) and the return shipping costs ($36.00). The total refund on this order back to the purchasing card was $23.28 on 10/27/2017.
Watch out you might not get your order for weeks! I placed an order for dozens of products. One of them was out of stock and wasn't going to be available and shipped until 6 weeks later. This company withheld shipping of 6 other products until this one became available. Makes no sense right? Then wanted to blame the customer for their i
tic process and no common sense in processing the other. When a customer places and order they expected shipped not withheld. I ordered January 10th and just figured out Jan 19th the "processing" status really meant, sorry your order isn't worth shipping out right not because it will cost us more money to ship it out separately! I will no longer be doing business with them. Besides there items are at a premium cost and shipping cost is a lot more. I'm going to Amazon! They understand common sense.
Thank you for your review, Mary. I apologize for the delay in getting your order shipped out to you. We do our best to consolidate shipments as much as possible so our customers do not have to receive multiple deliveries. If something is ever back ordered and you are in need of the other products that we do have in stock, we are happy to do this for you if we are contacted. In regards to our shipping costs, 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 contact us at [email protected] if you have any additional questions.
On 1/11/18, I purchased a heat sealer which came damaged and not in working condition. I immediately reported this to this establishment and was told that I needed to cut the cord and send a picture of the sealer with the cord cut. Upon receipt, the manufacturer would reship the item (not Webstaurant from whom I purchased it!). It has now been one week later, and I continue to get the run-around; Customer Service is now stating that the manufacturer is "looking into it" ... "I'm sorry, a resolution is not able to be offered until we hear back from the manufacturer. As stated previously, we will be in contact with you via email before 5pm EST on Monday as Jordan is also out of the office today." Horrible customer service; no refund or replacement in the works and I am out the cost of a heat sealer, coupled by the fact that I paid absurd shipping rates to get it quickly, as it was needed a week ago.
Thank you for your review, Kathie. I am so sorry that the 8" Manual Impulse Bag Sealer you ordered from us was not working when it arrived to you and for the delays that occurred in getting a replacement out to you. Because the unit was defective upon arrival and all of the items on our site are backed by the manufacturer’s warranty, we did request that the manufacturer be the one to send the replacement. At this time, the replacement is in transit to you and Jordan is working to obtain tracking information from the manufacturer so you can keep an eye on delivery. Please let us know if you have any additional questions by reaching out to us at [email protected].
I purchased a pizza conveyor oven through Webstaurantstore.com. I plugged it in around the first of January to see how it would cook the pizzas. To my surprise it did not work! This was for my customers at my Cafe. When I called them and told them it didn't work they requested pictures of the product, which I did. I explaned how it is to get to 500 degrees and this was not getting hot as I could put my hand it in. They gave me the run around for the past three weeks. Today they tell me that this is out of their hands and that they will not give me a full refund for this piece of garbage I paid close to 800.00 bucks plus shipping charges. They told me it is out of their hands and that I have to get in touch with the company who makes it. They said that the company said they would only give me 50% of the cost of the garbage oven or pick it up and fix it. Neither of which I want. I wanted my full refund as I do not want a refurshished oven! Nor do I have the time for that. I own a restaurant and this has haulted my pizza production big time. Now I can only cook one pizza at a time with a standard oven!! My customers are upset and let down but more so me! Webstaurant.com has stolen my money. They sold me an oven, took my money and my shipping money and will not give me back a FULL refund for something they sold me that DOES NOT WORK! The other thieve, the company only wants to give me back 50 PERCENT OR TAKE THE TIME OUT TO FIX IT...I don't want it! I am not paying that much money for a refurbished piece of junk! This entire situation is like going into *** purchasing a fan take it home it don't work. You go back and get a get refund then *** says, "Oh it is out of our hands! We cannot give you back your money, you need to get in touch with the company" Are you Serious???? This is absurd! I want my money back from these thieves!
We apologize that the customer’s 14 1/4" Single Belt Countertop Conveyor Oven is not working properly. We understand that it is essential to the operation of his business and want to ensure he has a fully functioning unit or if that is not possible, a refund as soon as possible. All of the items that are purchased on our website are backed by the manufacturer’s warranties. We reached out to the manufacturer on the customer’s behalf on 1/16/18 and relayed the following options: return the unit and the customer would receive 50% credit of the value he paid for it since the item has been used or to go through the warranty process, which would be at no cost to him, in which the manufacturer would pick up the unit and bring it to their service department where they will repair the unit or replace it if need be. The unit would then be returned to the customer after the repair or replacement is processed. 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. We have also provided the customer with a direct contact at *** in order to facilitate the process.
I bought a very expensive food vacuum seal machine. It came in very bad shape, basically went to XXXX and back. I've tried to exchange it or get a refund, but unsuccessful. Any other business would had gave me a refund or exchange the product. Their actions speak louder than words.
They say the product is new, but take a look at it and its not new at all, but used.........
Hello,
I wanted to follow up regarding this complaint for order number ***. If an item is received used or damaged, we are happy to help provide a quick resolution for the damaged item. To confirm the use or damage of an item, since we are unable to see the item in person as an e-commerce company, we do request photos to confirm. This item’s packaging was first reported damaged on June 16, 2017 and photos were requested to confirm the damage of the unit. The photos that were received were only of the packaging with no photos of the actual *** unit.
After several requests made to open the packaging, confirm any potential damage to the unit, and submit photos were denied, we offered a standard return. A standard return would have a 20% restocking fee and a return shipping fee deducted from the credit. When that resolution was denied, we did request further photos of the unit itself rather than the packaging. If there was confirmed damage to the contents of the package, we would have been able to proceed with this request as a damaged item. We are not able to offer a resolution for damaged packaging alone as damage that occurs to the box in transit is possible, given its purpose is to protect the contents from damage.
In regards to this appearing used, The WebstaurantStore does only sell new items and would not carry any refurbished or used items on the site or in our inventory.
At this time, we are still only aware of damage to the packaging which is why no further resolution will be offered.
Thanks,Katie CCustomer Solutions Supervisor
Hello,
As you can see from the images attached in the last response provided by the customer, the photos are of the packaging of the item and we can neither confirm nor deny the item itself is damaged. If photos of the damaged item were provided, we would honor the resolution of compensation or a replacement unit. The customer has declined to send in photos of the item itself and only provided photos of the packaging which resulted in no further resolution being offered.
In the link below to our policy page, you will see noted under Ground Damage, “Upon receiving your order, please inspect it for any damaged, lost, or missing items.” It is our expectation that customers would inspect the physical item for damage, not the packaging as it is designed to protect the item and may be impacted during transit. Additionally, our Customer Solutions team will do our best to reach the desired resolution of the customer, however it is important the customer provides us with the information we are requesting in order to do so.
Due to our request for pictures being declined by the customer, we are unable to offer further resolution for this order.
Thank you,Katie CCustomer Solutions Supervisor
[***
***
I am rejecting this response because:
I'm tired of the Webstaurant Store *** They are all corrupted and thieves! They will all burn in HELL for the way they do business and steal the people money. Karma will strike back soon and will hit all the people at the Webstaurant Store with full force. When you wonder why something bad is happening to you? Just think about the way your treat your customer and the way you do business. I'm done with them. They can all go *** themselves!!!
Regards
Buyer Beware. We learned the hard way from this company. WebstaurantStore came up as #1 online store in the google ads. We were intrigued and placed an Order #28898585 to buy a meat grinder: Weston 33-0201-W #8 Electric Meat Grinder. It was $104.96 after $15.04 shipping fee. It was our fault that we did not research in detailed about their return policy. We are spoiled with Amazon and other retailers that always try to work with us in the past. My husband placed an order 1/1/18, received the item 1/5/18. My husband started to use the machine on 1/7/18, within 10 mins, item broke. Seriously. This meat grinder is a piece of garbage meat grinder. He was furious. This meat grinder has 4 star reviews. So, 1/8/18- He called customer service, and of course the customer service told him that any item that has been used can't be returned. Holly molly, honestly, how is this business can survive in 14 years? If the item is going to be returned, then our of that $104.96, we have to pay $20 shipping fee and $24 restocking fee. So, we can only get our money back around $50 back!!!! my husband was also proposing if we can get an exchange to a more expensive high quality meat grinder ($300-400) from their website instead of this piece of garbage. This company obviously does not understand customer service, and it does not seem to focus on small residential folks that are just trying to buy something small to be used at home. I would never buy anything from this company, and promote this as a good company. We belong to Amazon prime, and I regretted the fact that we purchased this grinder from this company. If I advised my husband to buy this item at Amazon.com as a prime member, we will never encounter this difficulty and would also get free shipping. If anything goes wrong, we call the customer service and Amazon will give us prepaid return label. It would have been an easy return. With this company, what a rip-off, trying to take $54 dollars out of $104.96 purchase. We are not super wealthy people that your company can exploit. $54 meant a lot to us. Horrible customer service and return policy. At this point, I would tell all my friends, my coworkers, my family members, my facebook friends, instagram, tweeter TO NOT use this company. We don't even care if we have to pay more at Amazon to get a better customer service and return policy.
Please read this review and learn from our mistakes. I would rate this company -10 if I can.
What we need for this company to return us $104.96 back to our credit card and pay for shipping to return this piece of garbage, or we can just simply throw this item to the garbage and save $20 shipping fee. Unbelievable. This company's business model and horrible return policy, this company is not going to have a sustainable business practices and will not be able to compete in the future. You are going to lose customers if you are not listening to what we have to say.
Thank you for your review, Vimala. I apologize that you did not have a positive experience when ordering from us. I can assure you that we are listening to your concerns and we certainly do not want you to be stuck with an item that is not working properly. All items that are purchased from us are backed by the manufacturer's warranty. I was able to locate the chat transcript and see we had provided you with this information. Because the item was used, we would not be able to process it as a standard return. However, If you go through the warranty with the manufacturer and it is deemed defective we would be able to get you a working unit or a refund.
In regards to our standard returns, the reason we charge a 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 or email and we can answer any questions that you may have.
If you are willing to provide us with additional information including photos and how the item was being used, we would be happy to look into this further with you. Please contact us at [email protected].
They're shady with their "restocking fee". Better know exactly what you're ordering before you order. We were stuck with a $60+ restocking fee plus shipping for funnels that were so top heavy they tipped over everything. This is not a good company to do business with.
Thank you for your review. I apologize that the funnels did not work for your needs. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. 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 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 or email so we can answer any questions that you may have.
Will never do business with this company again. Products were damaged in shipment and the customer "service" rep was unwilling to replace the broken items because it was out of their five day window. First time and last time customer.
Thank you for your review, Matt. I am sorry to hear that your ceramic table tents were damaged in transit. I was able to locate your order and see that we have refunded you in full for the items.Please know that we are here to help and always want to provide the best customer service we can. If you ever receive a product that is damaged or missing in the future, please be sure to reach out to us within 5 business days so that we are able to resolve the issue as soon as possible. We hope you will give us another chance in the future!
ON Dec 4, 2017 Webstaurant store sent me an email advertising their now *** shipping where a large amount of their products shipped for free if you signed up for their subscription service which was 99 dollars per month. We signed up for the subscription because we spend more than the 29 dollar minimum with them and most of the products we order from them were eligible under this service. Our first order went smoothly no shipping costs as promised through the subscription but today exactly a month later and the first day we were charged the 99 dollars for the subscription suddenly almost all the items that qualified for free shipping under the subscription didn't qualify anymore which means we were stuck paying the 99 dollars subscription PLUS all the usual shipping costs that were suppose to be free under. I feel that this is horrible business to make it seem that almost all their products are eligible for free shipping with the subscription but then a month later after people subscribed to the service make most of their products ineligible for the free shipping service. I feel that it was deceitful on their part, I feel that the people that signed up for the service with the products they said would be available should still have the free shipping available for those products as that was the agreement when I signed up for the subscription and there was nothing in the agreement that they could just suddenly stop making products available for free shipment
We apologize that the experience you had with our Plus Program wasn't what you had expected. The program is still in the Beta phase which means we will be making only necessary changes as we go. We did have to make some products ineligible soon after the program started for a variety of reasons but we still have over 200,000 products that are eligible.
For this situation, we did credit the Plus subscription fee the same day we were contacted as we understand this was not what you were expecting.
On 1/2/2018 at approx. 11pm PST I placed an online order with Webstaurantstore.com for nearly 200 items of a cost of $3,820.75. In the order comments I stated that the goods cannot arrive prior 1/15/2018 as the store receiving the goods is still under construction with no space to store the order.
I received an email from a rep of the company, Nick D., stating that order will ship immediately despite my request. He offered to cancel the order for me to re-submit at a later date closer to a time my store can actually receive the merchandise. As the order had may units, this was unacceptable which I relayed to him. A different customer representative, Juliana, emailed me shortly merely stating the company's position with no suggestion on how to overcome my concern. I replied that this unacceptable once again and asked to speak with a manager. I was later emailed by Kaelea F. saying she is sorry about the inconvenience, but offered no true solution and stated that the items had already shipped. If I was to refuse the shipment it would result in a 20% re-stocking fee. This is an effort at intimidation, retaliation and is not appreciated.
Webstaurantstore.com accepted my money and disregarded my concern for shipment. A simple suspension of the transaction till a solution was reached could have prevented stress and an attempt at customer intimidation and retaliation.
We apologize if any of our email communication came across as intimidation or retaliation as that is never our intention. We also apologize for our mistake in not removing the customer’s order from processing until we heard from him with how he would like to proceed. While we are not able to hold orders for an extended amount of time, we do have a short window of opportunity to remove the order from processing temporarily in order to reach a resolution (i.e. cancelling or working out alternate arrangements with our customers).
In regards to our returns, our standard return policy does state that when a return is made a refund will be applied minus the return shipping and a 20% restocking fee for our commercial customers and 30% for our residential customers. While we are unable to hold the shipment until January 15th, because we made a mistake in not removing the order from processing until a resolution was decided upon and the customer is unable to accept the shipment due to his business being under construction, we have offered to waive both of those fees as well as cancel the item that has not shipped yet and provide the customer with a full refund.
Additionally, in order to make reordering so many items more simple, we do have the option for customers who are logged into their accounts to click "rapid reorder" in the upper right hand corner of the website which enables them to quickly re-add any previously ordered items to their cart.
[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
Ordered tables and bases from their site. Thought the bases were recommended on their site for the table tops we were ordering. You cannot call anyone to talk to them before ordering. Placed the order table bases arrived and 2 weeks later table tops arrived the day before we needed them for an event. They are not compatible with each other as the tops are too heavy for the bases. Hard to tell that from the small image on a website. Called to see what we could do to fix the problem No solution except to order 4 times more expensive bases. Did offer a credit on account for the incorrect bases but only on future purchases. Seems they could have credited the wrong bases on the right bases and someone at Webstaurant should have just emailed us and said these wont work together. Not a happy customer!
Thank you for your review, Debbie. I am sorry to hear that the table tops and bases that were ordered were not compatible. Due to the large volume of orders we receive each day, we are unable to review each one for compatibility. We do our best to show compatible items on our site by listing anything that is compatible underneath the item's picture where it says "You May Also Need." We are able to guarantee compatibility for any of the items that are shown there as they have been tested and proven to work together. We do have Customer Solutions Specialists available via our live chat, phone and email 24 hours Monday-Thursday, until 8PM EST on Friday and from 9AM-4PM EST Saturday and Sunday if you should ever have any questions, we are happy to help to ensure you're purchasing what's best for your needs.
This company is horrible to deal with if there is an issue. Have ordered from them several times in the past with no problems. But, all companies are good until there is an issue. A company is only as good as they are in resolving an issue.
Very dissatisfied and will never order from them again
Thank you for your review, James. I am sorry to hear that your experience was not as positive as it should have been while working with our Customer Solutions department. Without information to review your order such as the order number or email address used to place the order, I cannot speak specifically to what happened, but we would like to review this instance with you. Please reach out to us at [email protected] so we can look into this further with you.