WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
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I've purchased an aluminum wok lid from Webstaurant Store on 9/21/17 - Order # ***. On their website, the item description is stated as "*** 14 1/4" Aluminum Wok Cover (***)". However when I received product, the actual diameter is 14 1/8". This does not fully cover the pan I have intended to use the cover for.
I've contacted Webstaurant Store and their customer service refused to take the product back and provide a refund.
On our website we list this product as being a wok cover, and it is designed to be used with 16”-20” woks. This can be found on the product page: https://www.webstaurantstore.com/***-***-14-1-4-aluminum-wok-cover/***.html. We do not recommend that items be used for something other than their intended purposes.
In the commercial food service industry, measurements are considered to be nominal, meaning the dimension may be slightly different. The measurement is listed as 14 ¼” for customers in the industry to understand what the size is and what it looks like. They may not be exact because, in reality, each manufacturer makes items differently. The fact of the matter in this situation is the customer purchased this with the intent to use it for something it is not designed to do, which we do not recommend. These are meant to be used in wok pans that are bigger than the cover. In the commercial food service industry, this slight variance of a nominal measurement does not make a difference if the product is used within its proper application.
[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: the product is not the size as advertised. If measurement error/tolerance is expected, then it should be stated. I purchased the product believing the size to be accurate, when in fact it is a bit smaller. What I use it for is up to me. If I damaged the product due to misuse, then I have nothing to say. But to claim your product to be a certain size, when it isn't, and wanting to tack on a 20% restocking fee for return is unjust. Bottom line, the product is not 14.25".
Regards
Webstaurant Store has this Aluminum Wok Cover specifically listed and imaged, to use with larger Woks, “The cover is designed to be used with 16" - 20" woks”. We do not recommend products be used with other products or for other applications. Further information on the proper use of this cover supports the nominal measurement of 14 ¼” having no impact on the cover and larger wok when paired and being used correctly, “Use the wok cover to keep oil from splattering your range, or to keep an authentic dish hot while you are waiting to serve it.”.
With this cover not being used to the manufacturers intended use we would only be able to reduce restocking fees to 10% of the price of the cover (all returns must be unused).
We highly recommended pairing this cover with the correct size wok (and wok ring if applicable).
https://www.webstaurantstore.com/***-***-hand-hammered-cantonese-wok/***.html
https://www.webstaurantstore.com/***-mandarin-wok/***.html
I received a food item in damaged packaging, rendering it unsafe for use. The company is refusing to refund or replace the purchased item.
Thank you for your review, Kendal. I apologize that the food item you ordered arrived with damaged packaging. I understand your concerns being that this is a consumable item. If it is not just the outer packaging and the packaging to the food item itself has been damaged, we would be able to provide you with a refund or a reshipment of the item. A representative will be reaching out to you this afternoon to work toward a resolution.
It was difficult to choose a category for my complaint. I made a purchase from this establishment and it arrived both damaged and missing a part. I contacted customer service who offered to give me a very small percentage back to keep the broken item. I explained that would not work for me and discussed returning the item and having them send me an undamaged one. Instead they offered me more money. In the interest of expediency I decided to pursue the percentage back route, only to then find there was a missing part. When I contacted them about this, their representative told me to just "go to a hardware store". The flippant attitude caused me to ask to speak with a supervisor and the representative has refused to allow me too. Instead the representative has come back with the same terrible and flippant attitude that he did when we first spoke. So I felt compelled to lodge this complaint to warn off other potential customers. This was once a good company to work with but they no longer honor their so-called standard of "outstanding customer service" and "focus" on "convenience".
When an item is received with cosmetic damage but is a usable or fixable condition, we will normally offer a partial discount on the item as this is the fastest resolution for our customers. As we cater to customers in the food service industry, we understand that time is often the most valuable commodity and strive to find solutions that will take the least amount of the customer’s time. In this case, suggesting that our customer source a replacement nut locally, bend back the damaged corner on the shelf, allow us to issue a partial credit for the damage, and reimburse them for the cost of the nut was the fastest option available to our customer to solve the problem. Tim and I certainly apologize if the way that this option was presented came off the wrong way and unintentionally offended anyone. Tim had followed up with our customer prior to receiving this complaint and did offer to solve this issue in any manner the customer would like (returning and refunding the item in full or sending a complete replacement) but we have not heard back.
I purchased my product on 9/6/17.Order #*** and I paid $13 for shipping plus the product cost.
UPS is claiming the package was damaged and sent it back to the seller without delivering the product. It's now 8 days since purchasing and I still have no product yet they have my money.
Webresturant should reimburse me for the shipping to compensate for the poorly packaged product.
We received notification from the shipping company that the customer’s package was being returned to us. We reached out to the customer on the same day we were notified that the package was not being delivered to ask what their preferred resolution was. We let the customer know we could either credit for the order or reship a replacement at no cost. At the time, there seemed to be some confusion with the carrier as to the exact reason the package was being returned to us. The customer requested to have the order reshipped, and we did so at no additional cost to the customer. This new shipment has been delivered. We understand that there was confusion between the customer and the carrier as to the exact reason the package was returned to us. Therefore, we have therefore credited back the cost of the shipping. We do strive to ensure that our products are packaged carefully, but unfortunately cannot always control what happens during the shipment process. Although rare, sometimes damage can occur and in those instances we will work with our customers during those situations to find a resolution.
This is the solution I requested with the seller, which they originally flatly rejected. When you have something go wrong, own it and correct 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
Avoid shop from webstaurantstore! They have the worst return policy and customer service I have ever seen! 1. They sell crap low quality products at a absurd high price. I bought a stainless Steel Wok Ladle at $8+. However it is got rust just after 3 times of usage. The wood handle is made of very cheap materials. Just after a month, the wood handle fell off!! Honestly, this crap should not be priced more than $1. I also bought a french fries blade(item 407H14). Guess what, it has manufacture defect which makes it impossible to be put on the cutter (item 40747713). 2. Very short period for you to report an issue of an order, only 5 days! That means, if you do not try EVERY items you purchased from them within 5 days, and if you have problems(say manufacture defect) with any item later, they will tell you that's your own responsibility. 3. Absurdly high restocking fee. They charge 30% restocking fee if you change your mind and want to return any item. 4. Worst customer service: I purchased 3/8", 1/2" and 1/4" blades, and only the 1/4" is defective. I did not start to use the 1/4" until 2 years of the order, so I could not report the issue too early. All I asked for was a replacement, but their customer service representative as well as their manager refused it. 5. NO WARRANTY on MANY items they sell!!! Be aware that they sell SO many unbranded items, which have NO warranty. The stainless Steel Wok Ladle I purchased is just one example!! They won't help you if it is broken after normal usage because it has NO warranty! 6. Their price is NOT competitive at all!! Believe me, they import some very low-quality products from China and sell them at a premium price on the website. You may surely find a better place to buy the exactly same item. For example, aliexpress or just use google shopping search engine. Conclusion: You should avoid this company completely! Otherwise you will regret it. I guarantee you!
Thank you for your review, Ping. We were able to locate your order and see that it was placed on 12/15/2014. I apologize that you are not pleased with your order but due to the length of time that has passed since the order was placed, we would not offer any compensation but I would still like to address your concerns.
In regards to restocking fees, the reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed.
Concerning warranties, there are not always warranties available for products. If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item’s page and would be handled based on the manufacturer’s warranty policy.
If you have any additional questions, we can be reached at [email protected].
Place an order for multiple items for our commercial kitchen.
A few months ago, we had a horrible experience with how items were packaged and the customer service was terrible, even though they made a half hearted attempt at correcting the issue.
We gave them another chance....we have our inspections this Friday and one box upon delivery was completely opened up and damaged. Some of the items were even opened within the box! Chemical test strip bottles were opened, with the strips scattered throughout the box. In addition, BOTH stainless shelves we ordered were damaged in multiple areas....bent in many places.
Hello,
After reviewing this order it appears that we have issued a store credit in the amount of $69.99 for the damaged shelving that was received. While it is never our intention for customers to receive damaged merchandise, sometimes damages can occur in transit. Since we were contacted within 5 business days we were able to provide a credit or reshipment as requested. I sincerely apologize for the way that these items were received and am glad that we were able to come to a resolution.
Regards,
Dan C
Great business to deal with. Wish they gave the same ups shipping rate for personal that they give business. My only complaint.
Thank you for your review, Jim! I am happy to hear that you have had positive experiences with us at The WebstaurantStore. In regards to shipping, we are able to offer to lower shipping rates for orders shipped to businesses because shipping companies have lower rates for commercial shipments than they do for residential shipments so we can in turn offer that to our customers.