WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
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Product that I purchased was damaged majorly coming out of the box. Reached out to them immediately after opening the package.
We were sorry to hear that the ice bin arrived with damage,
what looks to be a bent edge. In order for us to guarantee compensation for
damage, all damages must be reported within 5 business days of the delivery
date. This is because we only have 5 days to file a claim with the carrier to
hold them responsible for the damage. After that time frame, we are not able to
file a claim and receive compensation from the carrier.
This order was delivered on 1/4/2020 at 12:51pm. The
customer notified us of the damage on 2/10/2020. Because this damage was
reported a month after the shipment delivered, we are not able to file a claim
with the carrier. We list our requirement for reporting damages on our website
here: ***.
We take responsibility whenever we make a mistake, and in return we expect our
customers to familiarize themselves with our processes and Conditions of Use
page.
While we are unable to file a claim and will not be
receiving compensation from the carrier, we are willing to make an exception
for the customer and provide either a 20% partial refund off the price of the
item back to their original payment method, or we can provide a store credit
for 50% of the item price for a future order. We understand the customer’s
concerns, and we are willing to go outside of our normal business model to
offer the customer this resolution. The customer can let us know which of the
two credits they prefer and we will get that issued for the customer as a
one-time exception. In the future, any damage must be reported within 5
business days.
I was receive the worst service from Webstaurant store. They Make it impossible to return merchandise. There customer service Rep are rude and belittling. I received damage merchandise , which they refuse to take back without restocking fee and delivery processing fee. There reps put up a stone wall when you try to return. I can't open my restaurant on the schedule date, because I have received damage merchandise. I have spend 30 days trying to return a store. One of the rep told me that my business don't aline with their business. As if my business is not as important. This is the worst online company and terrible customer service. I think there should be an investigation in to the product and return policies. My business as suffered tremendously because of the wicked and selfish action of this company. They have cause my grant open to delay and cause me to lost money. The product they sell is junk and I would like to compensated for lost of business. I think they purposefully prevent you from returning their products, because they know its junk.
We were sorry to hear that this order did not meet the
customer’s expectations. The customer signed a lease for this order that is a
legally binding contract with the leasing company ***. This agreement
requires authorization from the leasing company before any products can be
returned.
When the customer first contacted us, they said that there
was a clicking noise in the oven. After we explained the warranty process, the
customer stated, “Fine then, it's damaged. How do I
return it?” We then requested photos from the customer. We received the photos,
however there was no indication of damage. We were able to find out through a
conversation with the leasing company that the customer contacted them about
returning the oven and admitted it was not damaged. He wanted to return the
oven because it is not compatible with his hood.
After discussing the return with
the leasing company, we made an exception to return the oven with the
restocking and return shipping fees waived. In order to return the oven, the
customer was required to sign a revised leasing agreement. The customer did not
do this and has refused to sign the new agreement.
As a major exception, we were able
to work with the leasing company to unwind the lease. In this instance, the
customer would need to pay us up front for the remainder of the order. The oven
is the only item from this order that is being returned, the customer is
keeping the rest of the merchandise. In addition to this, we have provided the
customer with a 15% discount on the merchandise they are keeping. We have sent
three payment requests over the course of 5 days so that the customer can
complete this and have the oven returned. However, these expire after 24 hours
and they have not been completed by the customer. Before we can return the oven
for a refund, the payment request must be completed in order to end the leasing
agreement. We have been, and still are, in contact with the customer to get this
completed. If any documentation or additional information is needed, please let
us know and we will be able to provide this.
"Bought 4 items. There were no dimensions in the description other that capacity. Which if you know anything about engineering, capacity is not a dimension. Anyhow, I receive the items thinking they are an industry standard and of course theirs are different than the standard. They dont fit. Try to fill out the online return form...no go. It says to talk to a rep. Talk to a rep and she says that the capacity is a dimension and in order to get reimbursed that I have to take a picture. Really? Take a picture. None of their competitors make me do that. And their reasoning for restocking fees is ridiculous. They aren't the lowest price in most cases. Just another avenue for revenue when, if they would have just posted the products dimensions on the product, this would not be an issue. Whebstaurants are lazy to post the product dimensions and customers pay for it. Take your business elsewhere..."
Thank you for your review, James! We were sorry to hear that the shaker tins were not fitting properly. We do request photos of issues so that we can better understand situations and look into resolutions to prevent this from happening in the future. We received your photo and have issued a full refund to your original payment method.
My product arrived wet and covered in mold. Absolutely disgusting.
Thank you for your review, Devon! We were sorry to hear that the aprons arrived wet and moldy. We have issued a full refund for this order on 1/3. If you have further questions please contact [email protected].
The company allows customer to choose option for next day shipping and pay for next day shipping, and not provide the service. It is not clearly stated exceptions to next day shipping, such as the company not shipping on holidays. It should not be an option to purchase a service when it is not available. I paid for next day shipping and will not receive it until 3 days later.
The customer placed the order on 12/24 (Christmas Eve) at 6:20pm EST for Next Day shipping. The order shipped on 12/26 and delivered at 11:46am on 12/27. This order shipped and delivered as advertised, because national/federal holidays such as Christmas are not considered business days due to business and carrier closures in observance of those holidays.
In the customer's shopping cart, they would have seen this prior to checkout:
Second Day$31.06
I bought a hot water dispensing machine on 8/23 for $825 and received it about a week later. The equipment required professional installation, so I had to wait for the plumber to come on 9/10 to install it. When the plumber came, he said the machine was defective and not working. I contacted Webstaurant store on the same day trying to return it. They didn't let me return it because it was opened and used. They only accepted new, unused product. How am I supposed to know it's not working if I don't open it? And I haven't used it at all because it never worked. They said it is warranty issue and I had to contact manufacturer. So I had no choice but to contact the manufacturer. They came out the two times to fix it, each time it took them close to a month to come out. The first time as soon as the technician left, the machine stopped working right away. I called back, they came second time, same thing happened, machine stopped working as soon as the tech left. Since then, I have contacted them many many times and there has been no response since. So I'm sitting here four months later with a defective machine, the seller refused to accept the return, and the manufacturer couldn't fix it. Webstaurant store doesn't stand behind the quality of products they sell, and want to shift all responsibility to warranty issues.
We were sorry to hear this unit was not working properly. The customer is correct that we do not accept used products for returns. Because this is a warranty issue, the customer must get this resolved through the manufacturer. WebstaurantStore does not hold title to the products, so we do not maintain any warranties. All warranties are through the manufacturer of the product, which is Cecilware. Information on warranties can be found on our Conditions of Use page here: https://www.webstaurantstore.com/policies.html#Product_Policies. Under "Warranty Policy" you will see that it states, "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. All warranty claims are handled based on the manufacturer's warranty policy." To get this resolved under warranty, the customer will need to keep working with the manufacturer.
We would be happy to reach out to the manufacturer on the customer's behalf, however the customer has filed a dispute with their credit card company by listing it as "fraud." Because the customer has filed a dispute, we are not able to provide any further assistance. We will need to go through the dispute and wait for that to either be dropped or completed before we work on the customer's behalf. The reason we are not able to assist further while a dispute is open is if we resolve this with the customer and the customer then wins the dispute, they would be refunded twice or have a new unit and a refund. Once the dispute is resolved or dropped, we would be happy to reach out to the manufacturer on the customer's behalf. Until that time, however, the customer will need to keep working with the manufacturer as we will not be able to assist further.
[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:
I tried to call technicians at the phone number you provided. They said I would have to submit the request on https://***.com/service/service-request/ first. Then the ticket will be forwarded to them. I have submitted the service requests on that website twice but I haven't received any confirmation emails or phone calls.
Regards
Thank you for the reply. We still do need to have the reports in order to work with the manufacturer on behalf of the customer. Without this, there is no further assistance we are able to provide as this is all under the manufacturer warranty.
I ordered the *** 30” x 96” 16 gauge stainless steel table from WS and a few days later received a badly mangled package. Upon opening the cardboard box, I saw that both corners were badly bent and sharply sheered, making the table a safety hazard for my workers and thus useless for our purposes. The reason this occurred is because the 100 lbs, 8 foot stainless steel table had zero packing or padding in the box, with loose parts sliding around the box, exposing its sharp corners directly to the cardboard. I immediately called WS expecting them to stand behind their product, but was informed it was the fault of the shipper (who, by the way, I contacted and told me the package was received damaged) without any considerable concern for my predicament as their customer. Anyone with eyes can see that shipping a 100+ lbs steel table against thin cardboard with zero packaging is a recipe for disaster. When I brought this up, Webstaurant, of course, informed me that this was their suppliers fault and reiterated they could do nothing to facilitate an exchange. I’m now left with a mangled table that I spent almost $400 for and have no use for.
We were sorry to hear that this customer's item arrived damaged. This item shipped common carrier, and the damage was not noted on the proof of delivery by the customer. We list multiple places on the website, and in email confirmation to customers that when an order ships common carrier (freight truck) any damage must be noted in order to guarantee compensation. When we received the photos from the customer, the packaging was severely damaged. If the damage to the packaging had been written on the proof of delivery, such was "hole in packaging," we would have been able to either reship or refund this right away. The proof of delivery is a legal document that if not noted indicates that the customer received the item free from damage. It also legally absolves the carrier and WebstaurantStore from any responsibility. When we make mistakes, we do take responsibility. In return, we ask that customers follow the specific delivery instructions outlined on the website. We made an exception by offering the customer a 25% partial refund, because we will not be able to receive full compensation from the carrier due to delivery instructions not being followed. We are now making a big exception and are refunding the customer in full for this to the original payment method. The refund should show on the statement in 2-3 business days. We will not be making this exception for him in the future, and will require all delivery issues to be noted on the proof of delivery.
Bough 2 items by mistake called the business early as they opened, wanted a refund said they can't do anything what businesses doesn't do that!? Said if I deny shipment I would lay for shipping back plus restocking fees just want my 31 bucks back I'm sure that is t hard
The customer reached out to cancel the order because they no longer needed the items. The order had already shipped, and therefore could not be canceled. Whenever we make a mistake, we take responsibility for it. In return, we ask that customers take responsibility for their orders by making sure they are ordering what they need. The customer had numerous opportunities to cancel the order, as the items were listed in the shopping cart and on a review page prior to completing the order. Additionally, the customer had 15 minutes after placing the order in which they could have canceled the order in their account.
We can absolutely set up a return for the customer, however we do not feel it would be the most cost effective option for the customer. Because we shipped what was ordered, the customer is responsible for the return shipping and a restocking fee of 20%. With the order being so cheap, the return may cost the customer more than it is worth. While we acknowledge the customer's concerns, and while we can set up a standard return for the customer, they would most likely be better off either using the products for something or try reselling them locally on their own.
This website offers free shipping with a $99 monthly payment. I have called for several weeks now about canceling my subscription and I keep on getting that there is a bug in the system. I have also been told that if I am charged for the next monthly fee that they will refund it. Meaning that they are charging many people still to this day not even notifying them there is a bug. If it’s really a bug then this business needs to stop taking consumers money until it’s fixed or put up a disclaimer. To this day I’m still not able to cancel and how having to call my bank for fraud against them.
We understand the customer's concerns and apologize for any stress and frustration the bug in our WebstaurantStore Plus system on his account caused. We are still working on getting this resolved so that we can cancel ***'s subscription on the back end. However, the bug has also caused the saved credit card to be deleted, so there will not be any impact on ***'s account once his free trial ends.
In order for the subscription to renew, a credit card would need to be saved. Since a credit card is not on file as of 1/1/2020, a transaction cannot occur due to the lack of a credit card. ***'s free trial ends on 12/31/2019. There will be no card on file, so once that free trial ends the account will be inactive. If, by any chance, the customer notices a charge for WebPlus after the 12/31/19 date, please contact us right away so that this can be refunded. *** will not be held responsible if there ends up being a charge. We firmly believe no charge will occur since the credit card is no longer on file.
If there are any questions, please let us know!
This has been one of the most unpleasant buying experiences I have ever had! I ordered several items, on 11/29 and still have not received a shipment yet, and it is 12/11! It has been 2 weeks since I ordered. One part of the order was coming from across the country and was delivered in a timely manner, even with slight weather delays. However, the majority of the order was misplaced, a name wasn't put on the order, and the shipping address was wrong, according to ***, their shipping provider (wouldn't recommend them either!). Either way, I have contacted Webstaurant's customer service and they seem to be of little to no help! I paid for shipping and I am completely dissatisfied with the lack of! It seems to me a lack of communication is costing the customer money and time, but it is to no concern to this company. I will definitely NOT recommend this company if you have a time constraint on when you need the items that you ordered! I will think twice about ordering anything from this company again!
Thank you for your review, Candice! The shipment from our Nevada location did ship out on 11/29. As we are in the holiday season, carriers are experiencing higher volumes of packages. Combined with some weather delays, this can cause longer transit times. Tracking shows this package was delivered on 12/11 at 3:19pm. If you still have not received this, please contact our Customer Solutions team so we can resolve this for you.
I was sold a defective substandard product and company will not let me return the product without paying 30% plus the cost of shipping. The company asked for pictures of the defect. I took multiple photos and sent them to the company. They acknowledge that the product has defects, but in their opinion the defects do not matter even though they will affect the durability and usability of the product. The product cost over $400 I expect it to arrive without issue and if there are issues I should not have to pay a $120 restocking fee plus the cost of return shipping. This company is very shady.
We were sorry to hear that this was not what the customer was expecting to receive. This is an entry level/economy brand table. When the customer first contacted us via live chat, we asked the customer for photos of the issue.
We acknowledge the customer’s concerns, and have looked into this with our product experts. This is something that can happen during transit, and is easily fixed. While the gussets may have a slight angle, this will not affect the functionality of the table. Per our product experts, the customer will want to install the leg into the gusset and slightly apply pressure to flex this back to 90 degrees. This will resolve the issue with the table. This is the resolution we are able to provide at this time for the economy brand table the customer purchased. If the customer has any questions they are more than welcome to reach out to us.
[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:I do not wish to have a second table made by this manufacturer. I have no faith it will be any better than the original, and I've seen first hand how you standby your brand. A table of this quality has no place in my restaurant. Instead, I would prefer a refund for the table and the additional under-self that was purchased with it.Thank you.
Regards
We do acknowledge the customer’s concerns. At this time, a reshipment is going to be the best resolution for the customer’s concerns. They can reach out to [email protected] and our team can get this taken care of for them.
Ordered a 5-rack wire shelf. Picture on the listing shows a 5-rack wire shelf. What arrived was 1 single wire rack. Each rack sold separately, as well as poles and support clips. Crazy high return shipping, plus re-stocking fee. Interior dimensions on appliances were not even close to a match. Ordered 12 oz and 16 oz mugs. They fit 9.5 oz and 14 oz. Filed claim. Denied because there is a hidden fine print disclaimer that the actual size might be different from the advertised size. Was not allowed to return due to box having been opened. I could go on and on. We are SO done with these jokers.
Our office ordered a Bloomfield coffee maker. Shipping was fast. We received it the next day.
We opened the box and discovered that the back burner was threaded incorrectly and sat crocked on the machine. I contacted WebstaurantStore and advised them of the defective product and requested a replacement. I was told that they cannot accept a return of a defective product. We would need to contact a service agent that will come out, and repair it under warranty. They gave me a link for a service agent. The website advised me that I would need to call customer support. I sat on hold for customer support for 1 hour. When I finally had a person on the othere end, I was told that they do not handle Bloomfield products any longer and that I would have to talk to this other company out in California who handles Bloomfield products. I was give that number and after going through several recordings, I left my number to a return phone call which I staill have not received. WebstaurantStore obviously does not stand behind the products they sell. It's easy to say it's someone elses problem and not care about the customer. I would not recommend purchasing from them. Pay the extra money to purchase from a company who actually cares about their customers and stands behind the prodocts they sell.
Thank you for your review, Chris! We are sorry to hear this unit appears to be defective. WebstaurantStore does not hold any warranties, everything would go through the manufacturer. We are sorry that you ended up having to call a different company. Please reach out to our Customer Solutions team with photos of the issue, and the serial number of your unit. While manufacturers typically prefer to work with the end users because they have the equipment, we can reach out on your behalf to try and get this resolved for you under warranty. Our email is [email protected]. We look forward to hearing from you!
I started ordering equipment from this company a few years ago, Their prices were up to 35% lower than my Canadian wholesalers so even with shipping l am saving 25%. I have only had one issue with a missing carton of silverware on an order which the order desk fixed in hours. I get door to door delivery in under a week. Solid service. Excellent prices especially when we order master case lots.
Thank you so much for your review, Thane! We are thrilled that you have enjoyed our website, our prices, and our service. If you ever have any questions or need assistance, please let our customer solutions team know!
The First United Methodist Church Of Marion Center Pa. purchased a stove for our kitchen from The Webstaurant Store in June 2019. The store informed us that to process an order, they would need a check for the purchase price of $2431.64. This included a sales tax of $137.64 which we were informed would be refunded once a copy of our tax exempt form and number was received by the store.That information has been sent to the store several times during the period of August,September and October.The last contact with the store was Nov.8.2019, we were informed that we must contact the Pa. tax dept. and file a claim to get our refund..
We feel that this is not acceptable due to the fact that the Webstaurant Store told us that they would refund the sales tax after receiving the proper form and tax exempt number.We,The United Methodist Church,provided the information to the store and never received the refund of $137.64. It is the responsibility of the store to honor what they stated when we ordered the stove.We realize that the refund is not a lot of money but it a matter of the principal of treating their customers with honesty and doing as they stated when we placed the order.
Any assistance in resolving this matter would be greatly appreciated.
My name is ***, a member of the Church. I was involved with installing the stove.My phone number is ***. Thank you
This order was placed on 6/24/19, and we were first contacted about the tax on this order not being removed on 8/19/19. If a customer is tax exempt, it is their responsibility to notify us of their tax status and provide us with their tax exempt certificate. We require the customers to either upload their tax exempt for directly to their account page, or to email it to our tax team so that they can update the exemption status and remove or refund the tax. On 8/26, our Tax team emailed the customer after reviewing the tax certificate, because a signature was missing from a section of the certificate.
We did not hear from the customer until 9/16, when the customer asked us about this. We had not received the updated form with the signature. It was at this time that the customer informed us they had mailed the exemption to us. We asked the customer to either upload the form to their account, or to email it to the tax team. The form was never able to be opened/uploaded, as it was not coming through properly.
We received the completed form via mail on 10/18, approximately 4 months after the order was placed. The Commonwealth of Pennsylvania has a very strict 60-day policy for refunds on taxes for orders. Because we did not receive the completed form until well after that 60-day time frame, we are legally not able to refund the tax on this order for audit purposes. The customer can still receive the tax refund most likely, but to do so they will need to reach out to the Pennsylvania Department of Revenue or Tax directly to file a claim. We are physically not able to provide this refund legally due to the amount of time that has passed due to Pennsylvania tax laws.
We have updated the customer's account since we received the form so that all orders in the future will have the tax automatically removed since we can keep their tax certificate on file. To receive the current refund, the customer just needs to contact the Commonwealth directly. If there are any questions about this, please let us know!
[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 Webstruantstore never informed our Church of any time frame to submit our tax exempt forms...After finally getting them the forms they are now telling us of the time frame has expired... We should have been informed of this at the time of our order being received.
Regards
Tax exempt customers are responsible for knowing their state's tax laws. As an online distributor, we receive tax certificates from 46 states, and we are not responsible for providing tax refund policies for every state. While we acknowledge the customer's concerns, there is nothing further we are able to do. We are legally not permitted to issue the refund due to PA Tax Law for audit purposes. The customer will need to reach out to the Commonwealth of PA's Department of Revenue/Tax and file a claim in order to receive their tax 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 complaint ID and find that this resolution is satisfactory to me.
Regards
Shipped a substandard product instead of Contadina Tomato Paste, which was shown on webpage. Tomato paste was watery. We contacted them and they made no offer to fix the problem or provide compensation.
I don't have a problem with substitution if product is comparable. Port Royal Premium that was shipped was not the same quality or thickness.
Thank you for your review, Hale! We are sorry to hear that you are unhappy with the tomato paste you received. Our website advertises this product as a "#10 Can Tomato Paste" and does not specify a brand. Any products that are brand specific will have the brand name in the title. At one time, the stock may be Contadina, however this is sourced from different vendors. Because of this, we have a note directly on the item page under the photos that says "Brand May Vary." Because we do not advertise this as being Contadina andwe have these notifications on the web page, compensation would not be provided. If you have any questions please let us know!
I purchased bar stools for $414.02. When they arrived the color was off from the website. The company refused my return without a 'small restocking fee'. I sent the stools back and the company refunded me $170.68. They kept 60% of the purchase price. This seems unreasonable.
We were sorry to hear that the barstools were not quite what the customer was looking for. Through photos, we confirmed that the customer did receive the correct item. We explained that our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, depending on a person’s monitor settings, the color of an item may appear different in person. Unfortunately we cannot guarantee the accuracy of the color displayed on customers’ monitors. Certain types of products, such as textiles and fabrics, are also subject to dye lot variations inherent to their manufacturing process. We list this on our website as well on our Conditions of Use page here: ***
*
We discussed the return process with the customer via email, and the customer agreed to the 30% residential restocking fee and return shipping. The customer’s calculation as to what their total would be includes the original shipping charge. Because we shipped the correct item, the original shipping charge will not be refunded or included in the refund calculation. The refund would be based on the subtotal of the order prior to shipping. This information can be found here: ***. When the return was set up, an email with the refund breakdown was sent to the customer on 9/24, and again with labels on 9/25. The refund in that email sent to the customer prior to the customer sending the barstools back shows how the refund is based on the subtotal of the items. Here is how the refund was calculated for 6 barstools at $49.99 each, a subtotal of $299.94:
Return Amount: $299.94
Restocking Fee (30%): - $89.99
Return Shipping Fee: - $53.00
Refund Tax: + $26.25
Restock Tax: - $7.88
Shipping Tax: - $4.64
Total Amount Credited (USD): $170.68
We absolutely understand the customer’s concerns. Because all of the return information was provided to the customer through our website, and in emails prior to the return occurring, a further refund will not be issued due to the correct items having been shipped to the customer.
I ordered items and when they showed that they might not arrive in the time frame I needed them. The next day I chatted with a customer service representative to let her know that I needed the item by a certain date and if it did not arrive in that time frame then I would like to cancel the order. (*Note my connection for the chat was disconnected so I was sent a reply via message) The message assured me that it was due to arrive within my needed window. I understand that all dates are estimates but apparently no note was made on my account that I needed it by a certain date and now it is due to arrive after the requested date. Your company page says: If you need a product by a certain date, let us know by indicating the date in the customer comment box when you check out. If there are any problems in meeting your required date, we will let you know right away. I did not know that was an option but I did reach out with a concern and no note was made as to a required date. When there were delays, no further contact was made. When I found out when they were shipping (it took 3 business days to process the order), I reached out to chat with Suzanne who at best could offer me a 10% restock fee and a return shipping fee if I refuse the order that would not arrive in time. She repetitively told me that shipping and processing dates are not guaranteed. My frustration is that the order would have been canceled had I know it would not arrive in time. I was intentionally misled to keep a sale and not communicated with about the change in delivery date. When I reached out, because it has shipped and will not arrive in time frame required (because clearly it was a concern of mine), I was told I can return the item at a cost. So I am being penalized for being misled? Your company has unethical customer service agents who are more concerned in the sale and not concerned about the customer.
We were sorry to hear that part of the shipment is not able to arrive in time. The order was placed early in the morning on 10/31 EST. In the first two chats with the customer on 10/31, which had some connection issues, no need by date was provided by the customer. After the 2nd chat was lost due to connection issues, a representative reached out to the customer stating:
“I am seeing that the bowls on your order are estimated to ship within 1-2 business days and estimate delivery between 11/04-11/06. Please note that this is an estimated delivery timeframe and we are not able to guarantee delivery dates. Should you have any questions or concerns, please let me know. Have a great day!”
When the customer looked at tracking on 11/4 and saw the carrier updated the tracking to reflect a delivery date of 11/7, they contacted us regarding this arriving after their need by date. We did not have a need by date from previous interactions, and the representative explained the email and that everything was stated to be an estimate.
Looking at where this order was shipping from, the warehouse processing time, and the transit times to the customer’s location, we feel as though a more accurate estimate of delivery could have been provided in the email so that the customer could have made a more informed decision. Because of this, we will return the bowls that will arrive too late for a full refund. The baskets that were shipped and already delivered, if they were to be returned, would be considered a standard return. A representative will be reaching out to the customer via email to set up a return and provide labels for the return of the serving bowls. Once the bowls are received back in our stock, a full refund will be provided for those bowls plus applicable tax. If there are any questions, please let us know.
[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. We have decided to keep the bowls since we never received a phone call from your company and we have already opened them.
Regards
We are a wine bar that ordered two EuroDib wine refrigerators/coolers from Webstaurant. Within 10 days, one of them stopped working completely. It took over 2 weeks for Webstaurant to contact the manufacturer and have someone come out to repair the cooler, after missing 5 appointments over the span of a week.
Within a week of the first repair, the second cooler started malfunctioning. It has been 8 days since we contacted Webstaurant and still no one has repaired it or set an appointment to do so.
Then, today, I came into work and noticed the first cooler, which has already been repaired once, has malfunctioned again, except it is a much worse scenario. Instead of cooling, it seems to have "overheated," and cooked all the bottles inside, causing many of them to pop their corks. Most of these bottles were special orders, limited, and unavailable to us any longer, causing us a great financial and emotional loss.
We contacted Webstaurant and insisted that we want both coolers returned for a full refund. We were told that they do not issue refunds, and that we must work within the warranty of the manufacturer, which only allows for repair or replacement.
We do NOT want them repaired or replaced. We want to return both of them for a full refund. In less than 6 weeks both coolers have malfunctioned, one of them twice, and they have caused us a great loss. We have no faith a repaired unit or a replacement wouldn't do the same thing. We do not trust these products and we now no longer trust Webstaurant to refund us our money, even though we were sold two defective products.
We were sorry to hear about the issues that were occurring with the wine coolers. WebstaurantStore does not maintain title of the products, and therefore we do not hold any warranties. All warranties must go through the manufacturer. We informed the customer of this, and that the manufacturer most likely would need to attempt to repair the units first. The customer pushed back, requesting a full refund, which is outside of the standard warranty provided by the manufacturer.
We were reaching out to the manufacturer daily in order to push them to issue a return for a full refund. We have not heard back from the manufacturer and have decided to make a big exception and credit the customer in full. The refund has been issued and should appear on the customer's statement in 2-3 business days. We are still working with the manufacturer to determine if the units should be returned or not, and we will follow up with the customer regarding returning the units once we hear from the manufacturer. In the future, we will not make this exception and the customer will need to abide by the warranty provided.
We ordered a popcorn machine from Webstaurant Store for an event we have at an at-risk campus we serve on Monday. The unit arrived late Tuesday and when we opened it, we found it to be damaged. We called the company and sent photos of the damage. They offered us a 50% discount which we decided to take...until we realized key components were missing which made the machine unusable. We called back and requested a replacement but explained that we'd need it by 10am on Monday. They told us that would work. Only, it wasn't shipped that day - and it won't arrive now in time for our event. We called multiple times today and were only told we'd need to work it out with *** or drive 1.5 hours one way to the airport to pick it up. We requested repeatedly to speak to a supervisor but were denied each time. We're a non-profit trying to make an impact on our community. Our organization has worked hard to raise the funds to provide this for our students - and we're very disappointed.
We were sorry to hear that the original unit was damaged to the point that it could not be used. We typically only reship items via the original shipping method, which would be Ground for this order. Because of the customer's need by date, we decided to upgrade the shipping to be 2nd Day in order to assist the customer. While this was not picked up the same day, the tracking had shown that the order was still supposed to deliver on Monday 10/28. In the phone call, we were told this needed to be delivered by 10:30-11am in order to be used.
The tracking shows that delivery was attempted on 10/28 at 10:32am. Tracking states that nobody was there to accept the package. *** tried again at 1:19pm, and it was delivered however the product was damaged. Because of these issues and because this is past the time the customer needs the product, we are going to return the shipment for a full refund. Our customer solutions team has sent the return labels. Once the items are received, full credit will be provided to the original method of payment.