WebstaurantStore

BEWARE of these people I placed a order before virus and was made to close my restaurant by Governor order got sent back
Now they are charging me a restocking fee
It was only 325.00 now there giving me back
Only 270.00 filters was all it was WOW

Webstraunt has so far been a great company to work for. Team meetings and periodic evaluations keep everyone on the same page about employee performance. Employee appriciation is verbalized as well as shown through actions. They make you feel like you matter as an employee and not like you are just a number. Feels like they actually care about the people who work there.

I have always had a great customer experience with this company. We purchase again in the future.

I bought a part that didn't fit my ice machine, in my business. I tried to return it to Web Restaurant store.They told me that,they would contact the place where they buy it through, and they would send me a return label.I have contacted Web Restaurant three times and they said the company hadn't answered them. The company is...*** of *** Philadelphia...could you m.h please help me with this...

Placed order on February 28th. Everything items availability “In Stock.”. As of today I am still waiting for half the order. Got sick and tired of the out os stock emails while my money sits in their account. So, I cancelled the order today after customer service provided excuses to why they have fulfilled my order.

I have been ordering from this company for many years, and tried to talk to someone about returning some chef pants, wrong size. Since we are a week out from the return date, they would not let us return them. We are dealing with sick people due to the virus, and this company cant take back a return thats a week out? What kind of crap is that? I wont be buying anymore from them, Im taking my business elsewhere.

Welcome Q G! Your request has been directed to our Customer Solutions department.
Please wait for a team member to answer your call.
Ashlea B joined the chat
Qin G joined the chat
Ashlea B
Hello G, how can I help you today?
Ashlea B
8:53:52 PM
Order #50794053
Order #50801307
These are the order numbers that you screwed up
could you please kindly look it up and tell when will you ship them?
Qin G
8:54:43 PM
Ashlea B
I can certainly check into that for you.
Order 50794053, these gloves are not yet in stock so we do not have an estimated ship date on them currently.
Ashlea B
8:56:22 PM
How can you do this to a customer?
Qin G
8:56:49 PM
Ashlea B
I'm sorry, it would be the same for 50801307 as well.
Ashlea B
8:56:55 PM
I have deliberately contacted customer service before placing an order and was told that items are live and the availability will change as people buy it
Qin G
8:57:38 PM
Ashlea B
We certainly are trying to get all items to customers as quickly as possible however, due to the pandemic currently, these types of items are being purchased rapidly throughout the country so both us and the manufacturer are working tirelessly to make sure we get items back in stock as quickly as possible.
That is correct.
Ashlea B
8:57:51 PM
And I completed transaction while you were right there online with me
And you said that my order went through
And that it will be shipped very soon
Qin G
8:58:28 PM
Ashlea B
The order did go through so you are in the queue to receive the items as soon as they are back in stock.
Ashlea B
8:58:35 PM
And after 6-8 hours you send me an email
saying you don't have it
you know that I have rights, right?
you know customer also people
Qin G
8:59:08 PM
Ashlea B
If you wish to cancel the items from the order, we can do that for you.
Ashlea B
8:59:11 PM
about that
I used an international credit card to complete that transaction
and it has a currency conversion fee of 4%
Qin G
8:59:51 PM
Ashlea B
We completely understand and we are receiving thousands of orders from other customers who feel the same way which is why we are working to get the items shipped as soon as we can.
Ashlea B
8:59:57 PM
I know you can cancel it
but who is going to pay that conversion fee
4 percent of 4000 is going to 160 dollar
Qin G
9:00:41 PM
Ashlea B
I'm sorry, that is not something we would cover.
Ashlea B
9:00:46 PM
well, I don't need you be sorry
I need you to fix the problem that you have created
last month when I wanted to return some bad quality items
you told that I have pay a lot of fees
jump a lot of hoops
Qin G
9:01:41 PM
Ashlea B
There is nothing we can do about out of stock items. We do not have them available to ship currently but we will send them out once they are in stock.
Ashlea B
9:01:51 PM
and I end up with a lot of bad quality products
let me repeat myself again
I completed the transaction while one your representatives were online with me
telling that you have them in stock
Qin G
9:02:55 PM
Ashlea B
I understand however, we do not have control over the stock. We are receiving thousands of orders by the minute therefore the stock is always changing.
Ashlea B
9:03:14 PM
not only that, you haven't informed about about being out of stock immediately
you took more than 6-8 hours
to tell me that
you are wrong
Qin G
9:03:38 PM
Ashlea B
We are only able to see stocks systematically so that is capable of changing by the second.
Ashlea B
9:03:40 PM
and that is clearly your fault
and you have to find a way to make it right
I want to talk to your superviser
or to someone who will fix this issue
Qin G
9:04:50 PM
Ashlea B
I am someone who would handle these situations. We do not have the items available to ship. We can cancel the items off the order and refund you in full for those gloves. Can I ask what other resolution you're looking for in this situation?
Ashlea B
9:06:08 PM
well you are not handling it right
I have rights
and you have violated them
Qin G
9:07:06 PM
Ashlea B
May I ask how you feel we violated your rights?
Ashlea B
9:07:19 PM
You gave me inaccurate information, which led me to pay 4 percent currency conversion fee for something that you don't have, not only that instead of informing about unavailability you took 6-8 hours to tell me that you don't have them
instead of informing me right away
how is this not a violation of my customer rights
when we buy something and want to return it, you make sure we cross all the t's and don all i's and make us jump a lot of hoops and make us pay a lot fees
but you screw up, you just say sorry
and say you have no control over stock availability
how is this fair, and how is this not violation of my rights
please Ashlea, be a person, and put yourself in my shoes
how would you feel, if someone else would treat you like this
how would you feel if paid extra fees for something that don't exist
especially now, will all the crisis
and unemployment
when every penny is counted
if it was under different circumstances
I wouldn't even have probably bothered
contacting you
but now it's different
try to be a human
please
Qin G
9:16:22 PM
Ashlea B
I completely understand your frustration and if I could make this right for you, I certainly would. You are correct, we are all in a hard time right now with the demand for these types of products. I can assure you that you were not lied to you and we did have these gloves in stock for a very short amount of time. Within about 30 minutes of the items being back in stock, they were already sold out. We are working as hard as we can get more available to our customers who are in desperate need for the products. Everyone is in this same situation and we ask our customers to be patient with us as we work to accommodate everyone.
Ashlea B
9:16:33 PM
I am sorry Ashlea but you have to offer me something more than that
more than just an apology
Qin G
9:17:18 PM
Ashlea B
I did check with my supervisor, at this time we are only able to offer you to cancel the items off the order or wait until they're back in stock.
Ashlea B
9:21:16 PM
No, no, no
That is unacceptable
Qin G
9:21:46 PM
Ashlea B
That is all we can do for you and I did check with upper management.
Ashlea B
9:22:01 PM
I need to talk to your supervisor
that is not right
they can't just get away with it
Qin G
9:23:00 PM
Ashlea B
There are thousands and thousands of people looking for these same products. Everyone was notified around the same time of the items availability. Orders are sent first come first serve. There is nothing further we can offer due to the current situation.
Ashlea B
9:24:35 PM
You have given me inaccurate information
I paid extra fees to complete that transaction
not only that
you haven't informed me about unavailability immediately
you'd rather took half a day to send me an email
and casually tell me that you don't have it
Qin G
9:26:16 PM
Ashlea B
We are not going to continuously discuss this situation as I see you have chatted with numerous representatives today. There is nothing more we can do for you and if you wish to purchase the items elsewhere, we can cancel the items off the order.
Ashlea B
9:26:19 PM
I tried to chat with them
but we kept disconnecting
Qin G
9:26:42 PM
There has been a disturbance in the force. Attempting to reconnect...
Qin Gjoined the chat
Ashlea B joined the chat
I haven't contacted several representatives deliberately
Qin G
9:28:46 PM
Ashlea B
There is nothing more we are able to do for you.
Ashlea B
9:28:59 PM
well, fk you
Qin G
9:29:09 PM
Ashlea B
Have a good day.
Ashlea B
9:29:24 PM
I am going to complain to FTC
you have violated my rights
and you are not going to get way with just one apology
I want my order to be shipped on monday
I don't want your stupid apology
Qin G
9:31:44 PM
Ashlea B
Since you are not able to keep this professional I am going to disconnect the chat.
Ashlea B
9:32:04 PM
Monday 6 April
Qin G
9:32:07 PM
Ashlea B
You will not be receiving a shipment on Monday of the gloves as they are not in stock. We will email you with a ship date once they are available.
Ashlea B
9:32:30 PM
I paid for something that you don't have
now you have to make it available
to ship it to me
we'll see about that
you can be angry
Qin G
9:33:35 PM
There has been a disturbance in the force. Attempting to reconnect...
Send
SAVED RESPONSES
Charged me for something they don't have and even wouldn't admit they made a mistake.
If you want to lose time, money, pride and feel like nobody, go ahead and place an order with them.

This is exactly why you don't get your shipments on time.
You basically allowed to place an order for a product that is out stock
and then when you go to tracking page on a webstaurantstore it shows as
on the way when it's even unavailable for shipment. This is the ling for page
screenshot from my account.
https://postimg.cc/JHQdH5Vy
I just a had a long chat with one of the customer service representatives of
webstaurantstore, and she almost admitted that it is a normal practice for them.
If you are interested I have recorded the screen of the computer while chatting
with her and can produce hard evidence to back up my words.
I am not a webstaurants competitor, neither trying to hurt their reputation.
I am a regular customer who had a real bad experience with them and wanted
to share it with you.
I tried to post another review here earlier but it is still not showing,
maybe it has to go through some special screening before it gets posted.
Anyways, I will post it in as many as places as I can, and if you have had a
similar experience with them, I'd love to hear it.

In the midst of this coronavirus global pandemic millions of small businesses are truly suffering and potentially having to close their doors or go bankrupt. A Webstaurant plus membership is a necessity for our small coffee shop in order to receive free shipping but they were unwilling to work with us on waiving our fee for a short period to help our business survive. I know all industries are suffering but when a big company won't help their small businesses customers its incredibly disappointing.

I have ordered from this company in the past. A order was placed on Monday by Wednesday my order was here. I immediately open one of the boxes to find that it was the wrong size. I decided to order some extenders hoping this would work. Now in the past never was charged a restocking fee. But due to virus and no one is making any money. I was charged 30% restocking fee and label fee. I think this very inconsiderate for anyone to take advantage of a customer in these trying times. Especially in the restaurant business. I will never place a order with this company again.

This company lies to you over and over. I placed a large order that showed everything in stock. They had no problem taking my money but then tell me most of the stuff is back ordered. I could have easily ordered elsewhere. When speaking to their live chat people, several times, I was lied to. They said stuff would ship out and a week later, nothing. This is a very dishonest company. They offer a refund but screw you so bad on shipping costs. So they did ship a few items on the order but getting a refund on the rest of the order will not be worth it because they already nailed me on shipping. Very dishonest practices that should be looked into!!!!

I ordered four 74" chrome posts along with shelves. The posts I ordered were stationary posts. I am quite certain of this. Somehow these posts became mobile posts in the order. I discovered this after opening the package today (they arrived today). I contacted customer service, who said that since the posts were no longer in the packaging, I would have to return them at my expense. The cost of returning the posts is about the same as the amount of the refund (probably more). Then, they wanted to sell me the correct posts and charge me a new shipping fee too. What a scam!

I purchased over $5000 worth of tables and chairs including shipping. When I received the items, the boxes looked ok. However, when I open the boxes, one table was damaged on the corners, one table had a terrible cut that it looks warped. Then I was missing a wooden leg as part of the base of one table. I contacted customer service and they will not replace the damaged and missing products. I cannot believe that they would not send a wooden leg because I paid for it and never received it. Customer service only offered a $58 credit when the two tables and leg costs over $400.

Though I received my order, about 1/2 of the bud vases I ordered arrived broken, cracked, and or chipped. I have contacted the company well within the 30 day policy, sent photos, and asked for a RMA number to return the products back and have asked for a full refund including my shipping this I just did on March 9, 2020. They responded back and basically wanted more photos! Are you kidding me! I already sent the photos and have contacted everyone that I can think of to file a complaint. This company is not reputable and they do not even follow their own return policy. I have filed a complaint with my credit card company and asked for a direct refund, but please do not order from this company they are not customer friendly nor reputable.

Make absolutely sure you know what you are ordering from this business. I ordered a simple sink, but did not carefully read other customer reviews of it where it was described as flimsy and cheap by a number of people. I could not have something of poor quality in my space, so I did not open it and returned it. I wondered why they were so accommodating on the return until if found out they charged 30% for returns, even unopened and/or unused. I'm sure that equals the profit on the sale so they get it back and get to resell it again. A great scheme if you can get away with it. Yes, Webrestaurantstore I understand your restocking policy is spelled out on your website - these days people buying product online don't assume they will be returning it and scour websites for outrageous restocking fees. So, after they took 30% (and a portion of the sales tax which they should NOT keep) plus I paid for return shipping, I got 42% of what I paid to return what other customers described as junk. (unused junk by the way.) Truly a buyer be aware experience.

I have spent the better part of the week trying to cancel an order for a $65 light that has is still reading "In Process" after 8 days. I no longer need the product after finding it elsewhere and it has already been delivered and installed. Nothing but the run around and promised calls that never come. I have spoken with 4 people in 5 days and I am done and can no longer continue to chase this down. I have work to do.....

I had talked to someone about purchasing a reach in cooler for my business. The gentleman told me to get an Avantco freezer because that was what I needed. So I ordered the one he had said I needed. When I received it, it was not what I needed and of course they told me that I received exactly what I ordered and that nothing was their fault. This is ridiculous. I paid $2400 for something that I cannot use. I am a franchisee for a large company. I will make sure to warn everyone in our company about using Webstaurant Store.
I would leave 0 stars if I could.

Don't order from Webstaurant. They have hidden restocking fee's and don't take items back. We are a small business and ordered a $600 blender from these guys. I cannot return it because we opened the box. I really recommend using Amazon or support your local restaurant supply store so you can return it hassle free. Webstaurant told me I should try to sell my non-returnable item online some place since I can't send it back to them.

I ordered a dishwashing machine through webstaurant on February 5th,2020. I am a regular customer of theirs and have been happy with their services until this order. I promptly received my dishwashing machine on February 10th, and scheduled a professional to install the unit. When he came to install on the 13th,he noticed that the doors wouldn't close completely. With further inspection, we decided that something was not right with the unit. I immediately reached out to Webstaurant that day to get a process established to resolve the issue. Webstaurant told me to contact the manufacturer regarding the warranty. I contacted the manufacturer, Jackson WWS, and they told me it was an issue between Webstaurant and me, they were no longer liable after webstaurant had received the unit. So I contacted Webstaurant again, and they tried to refer me back to the manufacturer. So they've basically been trying to pass the blame off on the manufacturer every time I have tried to get to the bottom of the matter. It has now been 3 weeks since I first contacted webstaurant and they have not ever called me back when they have promised to. My order number with them is ***. The serial number of my dishwashing unit is ***. I'm losing money having to pay employees to hand wash dishes instead of being able to use the machine I have bought.

CAVEAT EMPTOR!!! BUYER BEWARE!!!
DOCUMENTATION OF FDA COMPLIANCE CERTIFICATION REQUESTED AND REFUSED.
After initially placing several cases of a full sheet size Quilon baking paper (Webstaurantstore.com #433QLINER) in the online shopping basket, through the online customer service chat portal, we inquired about FDA certification of the product.
The online CSR responded, "I'm not showing anything specific regarding FDA approval". Then also added, "This is not a typical letter of certification that we provide."
I informed the CSR that FDA/FSMA compliance was not an optional practice and that all items (including food packaging items) that are meant for direct food contact (IE: baking papers), must comply with current regulations to ensure public/product safety.
The online CSR responded that, "All items we sell on our site are food grade items. I have never seen an FDA approved certification listed in the Resources and Downloads section of our site."
The CSR indicated she would further research the inquiry and respond via email.
Upon receipt of her emailed reply (dated 02-18-2020), it is extremely disturbing to learn that (purportedly) FDA compliance documentation is available, but only AFTER you place and pay for the item(s) in question.
The full response is below:
"Hello Chris,
I hope this email finds you well. I spoke with my product specialists regarding item# 433QLINER, and other items on the site in general as it relates to FDA guidelines and certification.
Item# 433QLINER does have FDA certification and this can be provided to you once the order has been placed. This is documentation we have to request from the buyer directly and we need an order number to attach to it in order to enter the request.
Please understand that our business model is designed for restaurant and commercial kitchen owners. We are not designed specifically for resellers, so some things that may seem like they should be offered upfront based on your needs, may not be due to our main customer base and what their typical needs are.
In reference to the FDA certification not being listed in the Resources and Downloads section on the site for every item, most of our customers do not need this certification and since it takes a lot of time to upload these documents to each and every item page, we instead provide it only when it is requested after an order has been placed.
If you decide to move forward with your purchase of the 433QLINER, please reach out to us with your order number after purchasing and we can request the FDA certification for you.
I hope I was able to sufficiently answer your questions. Please let us know if you need further assistance."
Seeing that a concerted effort was being made to sidestep what is normal, everyday practice in the (legitimate) food packaging industry and 'leverage' profit before demonstration of compliance, we responded as such:
"Good evening ***,
I hope this message finds you doing well.
After reading / re-reading your message multiple times, I find myself shocked and more than a little concerned.
To point, indicating that the product is FDA compliant (read: “Item# 433QLINER does have FDA certification”), but then refusing to provide the requested FDA documentation until AFTER an order has been placed and money has been spent? Why would anyone purchase anything meant for direct food contact FIRST and then receive a (supposedly available) FDA Certification LAST?
Your reference to your “main customer base”, their, “typical needs” and “some things that may seem like they should be offered upfront based on your needs” are non-responsive to the request for FDA documentation.
Please understand, this is not a personal request (IE: “Our Need”), it is U.S. FEDERAL LAW and it’s applicable to everyone in this country – including your company – that sells products meant for direct food contact.
Any attempts at diverting the attention away from this request are completely inconsequential and disturbingly evident that your company is either intentionally side-stepping Federal Law / FSMA compliance or is grossly mis-informed regarding same.
Regardless of the industries you traditionally cater to (restaurant and commercial kitchen owners, etc.) and what you’ve stated as their “typical needs”, U.S. FEDERAL LAW prevails for any/all items manufactured/sold/distributed that are meant for direct food contact.
Receiving a lengthy email defending Webstaurantstore.com refusal to provide FDA compliance documentation as required by Federal law (unless a purchase is made first), is more than a little disturbing.
Verifying in writing that you won’t provide FEDERAL / FSMA Compliance documentation and will only reach out to the manufacturer WHEN/IF an order is placed/paid for?
Please allow this email to serve as SECOND REQUEST for receipt of the required FDA / FSMA compliance.
By BCC:
U.S. Food and Drug Administration (FDA)
Center for Food Safety and Applied Nutrition (CFSAN)
Office of Food Additive Safety (OFAS)
Division of Food Contact Notifications (DFCN)"
At this point, an additional associate of the webstaurantstore.com became involved and responded via email today (02-18-2020):
"Hello ***,
I appreciate your patience as we checked with our product team on this.
As we offer such a large selection of items, we do not automatically include FDA/food safety documents on our site. The maintenance required to keep the documents up to date on the site would not be cost-effective as that documentation is not required by most customers in our target market.
However, for those customers that do require that type of documentation, we are happy to request that for applicable items once an order has been placed.
Due to the number of customer contacts we handle in a day, we do not provide documentation for orders that have not been placed yet so that we can more efficiently assist our existing customers. I do apologize if our business model does not work for your needs. We understand if you would like to take your business elsewhere. If you have other questions in the future, please feel free to reach back out."
The unfortunate, but obvious take-away is that their (imported) products may/may not be FDA compliant and that they will only demonstrate said compliance in exchange of commerce, paid in advance.
The FDA / FSMA laws are clear on these matters and the excuses and lengths gone to in an effort to mask/hide Federal Law is disturbing....at best.
Per request of the agencies and departments involved with compliance of FDA/FSMA Federal Law, all company correspondence and contact information have been forwarded to those individuals, agencies and departments looking into this matter.