WebstaurantStore

We have been ordering food service products from this business for our Sunday school for more than five years. One of our most recent orders was for a case of 3000 *** cups. The order contained a whole lot of moldy cups and we had to discard the entire shipment for health concerns.

Ordered a Taylor Dishwasher Thermometer Plate back on September 24th. Received the product (after being out of stock for two weeks) the beginning of October. The product received was defective. I reached out to the company for a replacement on October 4th . They informed me that they don't do replacements but would reach out to Taylor, the vendor, to see if there was a record of malfunction of this product or a warranty. Please note, we never even got to use the product once!
I have receive emails daily since stating the exact same thing......"I am still waiting to hear back from Taylor and will follow up by 3:00 pm EST tomorrow". I have received this same canned email since that date. There is no way to contact the company other than a "chat" feature on their website.
They continue to tried to blame it on the manufacturer. Customers and customer service mean absolutely NOTHING to this company because once they have your money, they really don't give a darn about you.
Terrible product and customer service. As stated below by another consumer who was scammed.....I will also be submitting a complaint with the Revdex.com for the complete disregard you have shown toward your customers. We are a non-profit organization with very limited resources to throw around and your company has taken advantage of that. Shame on you!

I went online looking for a small freezer and Webstaurantstore.com site pop up on my web page. I ordered a small freezer from this website and 2 hrs. later I changed my decision to purchase their appliance. This website made it impossible to complain when I cancelled this order in September 2019 the day before Labor Day. After my first initial cancellation, I still wanted to assure my cancellation was place. This company made it so difficult to assist my request. I had to use their chat services while on their website. I have the print out of their female agent and my conversations (but they had my debit card and she kept telling me I will be charge and they already placed my order. I had cancelled the before they placed my order. It was the holiday weekend. Their shipments only be ship out on business days only, (plus the agent refused to stop my order). It became a game to the male agent to keep as much of my funds. After I kept complaining, another male agent treated my cancellation as a game bargaining fees that his company will keep. He stated over $100 of my payment I’ll be charged.. I contacted a Revdex.com agent but Webstaurantstore.com made it so hard to get their correct location and phone number also was kept from their site. I refused delivery when the FedX driver was leaving the large box in my driveway. I stopped her and stated I will not accept the shipment that I had cancelled 3-4 days ago. I believe I still have the Revdex.com AGENT e-mail I had placed in September my original complaint but the city and state I couldn’t find. I can put all information on this complaint for references needed. Thank you for help when people being taken fraudulently.

This online Retailer has the highest shipping costs I've ever seen. I understand the shipping cost will be higher on an individual item. They use FedEx by their own admission too. The item I am trying to get weighs under two pounds. Using the FedEx Rate calculator from their headquarters zipcode to my zipcode, this store's price on shipping is about $10 more. Being a business that is designed around shipping I can't imagine they are even paying remotely close to what I would be paying as an individual. They are most likely up-charging the shipping costs by a HUGE margin. I'm tempted to start reaching out to people independently in areas where the item I want is sold, and facilitating a direct purchase from those people.

I ordered 10 lbs each of individually flash frozen flounder, chicken breasts, and pork riblets from this company because I have developed a histamine intolerance (anaphylactic reaction), and must eat only meat that has been immediately frozen and then defrosted just before cooking. The order arrived via *** in three previously frozen masses (nothing was individual about them), with at least 60% of the fish, chicken, and pork completely or partially defrosted, and therefore useless to me. My wife and I immediately went to work separating the still frozen pieces from the defrosted and partially defrosted ones. I then tossed the smelly, soggy packaging into a trash bag, hosed down our brick patio, and took the bag to the transfer station. My wife made arrangements to give away the products that we couldn't use and proceeded to do so. Later that day, when I informed WebstaurantStore what had happened, they demanded photographic proof, which, in the rush to salvage what we could and clean up, it hadn't occurred to us to obtain - we are of a generation that doesn't immediately photograph everything and post it on *** or whatever. It sounded like they were accusing us of fraud. When I informed them of this, they completely ignored me. My issues with them include misrepresentation of products (frozen masses instead of individually frozen portions), incompetent packing, and a "Who cares?" attitude.

I ordered a class k extinguisher and saw that it was not the one I originally saw when I googled class k dry extinguisher. This one was a class k wet extinguisher. So within the hour after placing my order I web chatted with them to ask to change my order because I needed the dry one. They were no help and said it wasn’t something they would do for me. So now I’m stuck with the wrong extinguisher and the refund policy has a 30% restocking fee plus shipping. Total ripoff artists. Never shopping this site again. Business lost

Their unsubscribe button doesn't work for their email blasts. I'm stuck getting their spam email.

Worst company EVER! Wish I would have looked here before placing my order. Clearly lots of issues with the WebstaurantStore! My unresolved issues have been going on since July 5, 2019 and as of today, September 10, 2019, I still have not received the refund I’m due for the damaged tables I returned to you in the amount of $939.96. You’ve sent me numerous copies of a "fake" receipt stating on your end that you have given me my refund, made excuses by telling me that you had issues with your credit card company which was the cause of the delay and yet, despite exchanging more than 30 emails with you in an attempt to resolve this, you have treated me in the most disrespectful and disappointing way possible.
I have filed a dispute with our credit card company in an effort to receive my refund and submitted a complaint with the Revdex.com for the complete disregard you have shown toward your customers. We are a non-profit organization with very limited resources to throw around and your company has taken advantage of that. Shame on you!

We have returned items to the business. They say they have issued a refund (On July 17th) but the refund has not been applied to our credit card. After repeated attempts, they have stopped communicating with us, saying it is our problem.

Ordered from their preferred vendor, "cooking performance group" a 6 burner range on 9-04-2018.
Received and installed it about three weeks later. Here I am on 9-06-2019 and the oven wont work. Two days past the warranty because they started the count down as soon as I clicked the purchase button and not when it was delivered. They were more than happy to tell me "tough luck, sorry". This item has other reviews stating the same type of issue. Clearly a known issue with this range. Lucky for this guy, his died 8 months in. I've probably spent over $50,000 with webstaurant since 2017. Great job on losing a customer over a $1,100 Pile of garbage appliance.

We use WebstaurantStore for 5 restaurants in the Northern VA area and they are always top notch. They have a chat option where you can get in touch with a representative almost immediately. The pricing is always competitive and the customer service is even better. After reading a few of these other reviews, I felt compelled to write about my restaurant group's experience.

I ordered a coffee pot, and after installation realized I ordered the wrong voltage. Webstaurant is unwilling to allow me to return it because it was used, it never worked to be used. They are unwilling to talk about the return policy or put up a number to settle disputes. So I have purchased from a competitor.

I spent nearly $300. On a stainless steel table and I couldn’t return it because the protective laminate paper on the table top was taken off! Even if I could return it, they charge you shipping and a 30% restocking fee. What a rip off! I will never use this company again! I’ll stick with Amazon or other companies that don’t play game and rip people off like this company does.

Webstaurantstore.com offers a service called Plus. It's a subscription service where you are billed $99/month and in return you receive free shipping. I signed up for the service before finalizing my last order. Initially, the screen showed that my shipping would be free. But by the time I confirmed my payment information, a shipping charge was appearing on the screen. Time was of the essence and I really needed to place the order so I put a note on the order before confirming that the shipping was being charged and should be credited because I had signed up for Plus.
I received the following response: "On Thursday, August 29, 2019, 07:32:05 PM EDT, WebstaurantStore *** wrote:
Hello,
Thank you for your email. I cannot refund you the shipping back to your *** account. Instead, we can cancel this order and you place a new order with the correct Plus shipping address. If you look under saved addresses you will see the address you have selected does not have the Plus Banner by it.
Please confirm how you would like to proceed. "
And then before I'd even seen the above email, I received a notice that my order had already shipped out. Please note, I did not input a shipping address. Their system automatically filled it in and it is identical to the address that is in their system for my "Plus" shipping. I didn't even know that a "Plus" address was created or that I had to select it. There was no message indicating so. Again: The address is the same. It is simply an additional and identical record in their database. It also appears that they create a new address on my account every time I place an order because there are dozens of addresses on my account, all the same. They are currently refusing to credit the shipping charge of $124.44.

I had ordered/purchased products, but was sent items from a 2017 p.o. Explaining to customer service that the mistake was made by the store was futile.
Customer service said "no refund." Customer service said that the "mistake" happened on my end, which is basically calling me a liar.
The current shipment did not include items that were put into the shopping cart when purchase was made on 8/24/19. Order date was 8/24, notice of shipment was 8/26. Fine print on bottom of 'shipment notice' says, "We cannot guarantee that your order can be modified or canceled at this time. If you wish to modify your order, please contact us as soon as possible." Contact was made as soon as possible. Customer service contacted via chat 8/27, but the customer service rep was unable to offer a solution other than stating that the mistake happened on the my end. I was hoping that things could be made right but reading the other reviews, looks like it's up the creek w/o a paddle.

Twice they sent wrong product. Instead of practicing Quality Control, they waste time by promising to 'investigate' what went wrong.
I don't have time nor do I want to be part of any 'investigation to make sure its doesn't happen again to other customers'. I simply want what I paid for and they can review their internal practices on their own time.
Meanwhile, my restaurant doesn't have whit we paid for.
I asked them to issue a credit and pick up the two mistakes they delivered. They keep wasting time with messages. I just want my money back and they can take back their mistakes.
Don't buy from these people, don't recommend them, they will only waste your time.

While I could go into detail about the ridiculous packing (or lack there of) that caused untold damage and waste of food by this company I will refrain here since they actually handled that situation in the end (though it took them so many tries as documented).

BUT they are now committing untold quantities of ILLEGAL fraud against me and all their customers by saying many times, clearly on their site, that they will pay you (in credit to be used at their site) up to a total of $16 PER ITEM if you submit all 3 types of reviews: text, photo and video. They have some fairly simple "rules (though I cannot get them to answer my queries to verify details) to follow, like show the product from a different angle or minimum 30 second video, etc...

"When you add a review, photo, or video to a product you’ve purchased, we add store credit to your account to be used for future orders." Quote from their site, with NO exceptions or footnotes (which I will say will be a future complaint if they try to hide these details only in fine print etc!)

But now, in the middle of formatting and submitting my dozens of reviews form 13 separate products, I find out by emails from them THAT THEY WILL NOT PROMISE TO GIVE YOU CREDIT FOR ANYTHING, EVERYTHING, OR EACH REVIEW! Nowhere (and it should be clearly detailed right next to every claim of get $16 free) does it say anything of the kind, only a clear "submit reviews get money" in other words but clear! They claim as little as 2 to up to 5 working days to get credits, I queried why so long and when it was taking longer. I have another order to place. They tell me now a backlog of 2-3 weeks for them to review submitted reviews! That is unreasonable too, but that's when they told me about their cherry picking reviews to pay credit for and as far as I can tell to even place on their site. I've only had 3 $2 reviews accepted (out of nearly $70 so far, much more to come and I have already wasted a lot of time doing the work on the rest so far!!!), NONE shows up on the product pages even after many days! We all know reviews, anything, can go up instantly (yes, after they read them and make sure you follow their rules but one click of the mouse and it goes up we all know how the internet and websites work guys...).

Here are some links for convenience:

I received a defective knife sharpening kit. I contacted them no more than five minutes after receiving and opening the box. I was told if it was opened I could not return it. If it was in it's original packaging I would be refunded minus a restocking charge. I was told to contact the manufacturer, no luck. Very poor customer service, I will not be using them again.

WebstaurantStore sent us the wrong product then didn't believe our company that the wrong product was sent. This is after over 100 orders and spending over $50,000 with WebstaurantStore. They have good deals but beware. They will send you the wrong item and not let you return it.

On 7/19/2019 we ordered $14,986 worth of new restaurant furniture from Webstaurantstore. We received an email that evening saying some items were out of stock and our entire order would be delayed. We should contact them if we would like them to send part of the order.

On the morning of 7/20/2019 when I went to follow up, I saw that they had shipped approximately $450 worth of the order, 4 table tops. I contacted customer service and they do not have an arrival date for the table bases, which is holding up the rest o the order.

I expressed concern that we were already charged for the full $14,986, despite only $450 worth of (currently unusable) product being shipped. The agent said Webstaurant charges for the full order as soon as any part of it shipped, and will not do partial charges. Making it clear that the reason for sending such a small piece of the order, despite their statement saying they would not, was so that they could charge us for the full amount.

The agent said if the rest of the shipment is too delayed we can cancel it for a refund, but this is unacceptable. We need the tables and chairs we ordered, especially since they have now sent us 4 table tops, for which we would be responsible for return shipping. We just want them to charge us once they are able to fulfill their part and actually ship the tables and chairs.

If items are out of stock, the entire order should be held, and a business should not be charged until you are able to send the order, unless the business requests that not be the case. (That is what the email stated!). Sending us 4 table tops does no good without the table bases and I am concerned that they will be damaged trying to store them in an operating restaurant while waiting for the bases to come in.