WebstaurantStore

Thank you for your review, Matt! It is an industry standard that sinks sent both by us and by manufacturers will have bowing to them. The reason for this is when sinks get installed and bolted in, it puts a lot of strain on the rim. Shipping with the bowing will alleviate that stress when the sink is installed and will allow the bowing to flatten out and be level. We have set up a return for a full refund for this sink. If you have any other questions, please reach back out to our Customer Solutions team!

We were sorry to hear about the troubles in receiving this order and we were trying to get an answer from the manufacturer as to whether or not this order had shipped. We had told the manufacturer that if this order did not ship and no tracking was available, that the order should be canceled per the customer's request. We have been following up with the manufacturer, but have not yet received a response.

At this time, because we have not heard from the manufacturer, and because the customer does not have the product, we do not believe that this shipped. We will be issuing a full refund to the customer's original method of payment. They should see this on their bank/card statement in about 2-3 business days.

We were sorry to hear that the customer needed to return their panini grill. When *** placed the order on 6/26, they emailed us the same day asking if they could return items if they arrive after their need by date. We replied about 40 minutes later stating that “For standard returns we do require the item to be unused and in the original packaging and returned within 30 days. The return shipping and restocking fee would also be your responsibility.” *** was made aware of the return policy, and the email chain can be provided if necessary.

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.
We take responsibility whenever we make a mistake, and in return we expect that customers will make themselves familiar with our Conditions of Use prior to placing an order, which are outlined on our website. The return policy can be found during the checkout process on the FAQ’s page, as well as on our Conditions of Use page, which can be seen here: https://www.webstaurantstore.com/policies.html#Returns_Policy. In order to show that we are willing to work with ***, we are willing to make a one-time exception and lower the restocking fee in half to 15%. *** will still be responsible for the return shipping as well. If they wish to proceed with this return, *** can reach out to [email protected] and we can update the return authorization.

We are willing to cut the restocking fee in half for *** down to 15% since "30%" was not stated in the email. However, this is an exception, because the restocking is listed on our website and during the checkout on the FAQ link. Additionally, if the customer had any questions about the restocking fee when they received the email, *** could have replied to our email to ask what that entailed. With regards to the return shipping, if we make a mistake and send the wrong item incorrectly, we cover that return cost (as well as no restocking.) Because the customer ordered the wrong product for their needs, they are responsible for the return shipping. *** is a WebPlus customer, which means with the subscription we covered the cost of shipping on this order. *** did not pay for the shipping on this entire order and saved $125 by having the subscription. For the return, *** will be responsible for the return shipping of the item that was ordered incorrectly, as this is not part of the Plus program.

We have shown that we acknowledged the concerns and have attempted to work with *** by lowering the restocking fee in half, down to 15%. It is absolutely okay if *** prefers to keep the product. We will keep the return open just in case *** does decide to return it within 30 days. We understand that our business model may not be best suited for all customers. If *** is looking for a supplier that they can order items and just return without paying a restocking fee and the return shipping, we will not be the best supplier for them.

We were sorry to hear that the customer was having trouble getting the software installed and operating the scale. We were told by the customer that there was a problem with the software and also that he did not have the time to set this up. We reached out to the manufacturer, who confirmed that they had spoken with the customer. We were told that the customer did not understand how to get this set up, and that the unit is not defective.
We offered to provide the customer with the phone number of a technician that can work with the customer over the phone to get this set up, however the customer did not want to do this. Because there is nothing wrong with the unit, it just doesn’t fit the customer’s needs, we can set up a standard return for the unit as long as they have the original packaging. The customer would be responsible for the return shipping and a 20% restocking fee, which would come out of the refund. If the customer does not wish to proceed with the standard return in this format, then their best option will be to call the manufacturer and speak with their technician named Dean, who will assist the customer in installing the software and getting the unit set up. A representative will reach out to the customer with regards to returning the unit under standard return procedures.

Thank you for your Review, Jane! I found your order for 8 of the Tablecraft squeeze bottles. Based on your chat with our representative, you had thought that you were purchasing a case of 12. These bottles are sold individually for $1.59 each. If you purchase 12 at a time, there is a price break and each bottle is $1.49. The "Buy in Lots of" discount means that for every 12 individual bottles purchase, you receive the special pricing. There is a green question mark beside the "lot" pricing and when you click on this, it explains this information as well.
Your order was listed for 8 bottles, which is why we shipped you 8 individual bottles. If you need more bottles, you would just need to place another order as the current order was completed and shipped in full. If you have any questions, our customer solutions specialists will be happy to assist you!

We were sorry to hear that the wrong table glides were ordered and needed to be returned. We do record all phone conversations and keep all chat transcripts, and our customer solutions specialists are expected to inform customers about the restocking fee when they inquire about a return. After reviewing the chat, the customer is correct that they were not told about this on chat, and we apologize for this not being done. We have set up the return with no restocking fee for both our error regarding the chat, and the manufacturer this is being returned to is waiving their restocking fee as well. The customer is only responsible for the return shipping of the items that they ordered incorrectly.

Under our Conditions of Use, we do provide customers with all of the information regarding returns. This can be seen here: https://www.webstaurantstore.com/policies.html#Returns_Policy We do expect that customers will make themselves familiar with our website and the Conditions of Use prior to ordering. We take responsibility when we make mistakes, and in return we ask that customers make sure they are ordering products that will work for their needs. We have customer solutions specialists available that can let customers know if products/parts will work for their items. 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.

The return has been set up with no restocking fee, and the return authorization has been email to the customer. In the future, any returns like this will be subject to the restocking fee and return shipping. If Jake is looking for a supplier that he can purchase and return items that he does not need or cannot use with no restocking fees, we will not be the best supplier for him.

We were sorry to hear that this product is not what the customer was hoping it would be. This product has been advertised properly, and is as described. *** is a big name brand and provides quality products. We asked the customer what was defective with the product. The customer told us that it is too flimsy for her. Something like this is not considered a defect and is more of a personal preference, which would mean a standard return would be applied for the customer to return a product that they do not like. Our returns process can be found here on our website: https://www.webstaurantstore.com/policies.html#Returns_Policy.

We are a wholesale distributor, so we do not include any costs for returns within the overall processing of items on our website so you would be responsible for the return shipping and 30% restocking fee. We understand that our business model may not be suited for all customers. If Inez is looking for a supplier that does not have restocking fees for residential customers looking to do a standard return, we will not be the best supplier for her. We are still willing to set up the return for the customer, and Inez can reach out to [email protected] if Inez would like to set up a standard return.

Thank you for your review, Troy! When a commercial coffee brewer is purchased, a water filter system is added to the shopping cart because the warranties are void if no filter is used. We do not force customers to purchase this if they already have a filter in place. It is up to the customer to remove the item from their shopping cart. The item is visible in the cart, as well as on the review order page. This could have been removed at any time prior to the order shipping.

We have made a one time exception and will return the filter for a full refund. In the future, the restocking and return shipping would apply.

We were sorry to hear that this customer received gloves that are not the size that they can use. Upon further review, we did find that the customer selected and placed into their cart the small size gloves. We do not have any system in place to alter orders so these are the gloves that the customer selected to purchase. When the customer reached out to return, we provided them with our standard return process. 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. The customer would normally be charged a 30% restocking fee in this instance as they registered on our website as a residential customer. The representative helping the customer did offer to reduce the fee to 10% and the return shipping as a courtesy which the customer has refused.

At this point, we are willing to waive the restocking fee. The customer will need to pay for the return shipping back to us for the products that were ordered incorrectly. The representative the customer interacted with will be reaching out to offer this resolution to the customer. A refund will then be processed once the items are back and checked into our warehouse, or about 1-2 weeks.

Thank you for the review, Corinna! We were sorry to hear that one of your brewers was dented and appeared to be a used return, and that the other unit did not work properly. Once we received photos, we were happy to take care of the used/returned unit, as this was a mistake on our end. For the other unit that sounded defective, we would need to follow the warranty process. All warranties are through the manufacturer, as WebstaurantStore does not hold title to warranties. Bunn typically prefers to work with end users such as yourself directly, because you are with the unit and can provide more information about the issue. We worked with the manufacturer on your behalf, and they set up a return for a refund. The units were delivered to Bunn on 6/21. Credits can take 1-2 weeks to be received. The representative you are working with will be following up with you by 5pm CDT on 7/5.

The inventory for this product was being replenished at the time this order was placed. In order to remove older stock and prepare for new stock, this item was discounted and labeled “While Supplies Last!”. The supply that remained at the time of the order was a quantity of 3. Because that was the end of the supply, any quantity after the 3 we had available would fall under new inventory and would not be discounted.

Because of this, we reached out to the customer with a few options regarding the order. The first option is we could provide the 3 discounted binders, and the new inventory/supply would be the normal price. Option 2 was that we could cancel the other 32 binders and just ship the 3 at the discounted price. The reason the shipping does not change a considerable amount is we are a bulk wholesaler. The more that is purchased, the better the rate becomes for each individual item. The 3rd option provided is we could cancel this order so that the customer can find the binders elsewhere.

Because we included that the sale was while supplies last, we will not be offering the discounted price for the remainder of the binders that were not part of that supply. The options noted above are the options available. We understand our business model with live pricing may not be best suited for all customers. The customer can let us know which option of the 3 is preferred and we will be glad to assist.

We have addressed this issue and are willing to provide 3 of the items at the discounted price as they were sold during a "While Supplies Last" promotion. The 3 options we have provided are the options that are available.

The first option is we could provide the 3 discounted binders, and the new inventory/supply would be the price as listed on the website. Option 2 was that we could cancel the other 32 binders and just ship the 3 at the discounted price. The reason the shipping does not change a considerable amount is we are a bulk wholesaler. The more that is purchased, the better the rate becomes for each individual item. The 3rd option provided is we could cancel this order so that the customer can find the binders elsewhere.

Because we included that the sale was while supplies last, we will not be offering the discounted price for the remainder of the binders that were not part of that supply. We understand our business model with live pricing may not be best suited for all customers. The customer can let us know which option of the 3 is preferred and we will be glad to assist.

Thank you for your review, George! We were sorry to hear about the issues with the blender. It looks like we were notified that you are putting powder in the blender to make energy drinks. The powder is what can cause some issues, and these are not designed for residential use. WebstaurantStore does not hold the title to any warranties. All warranties are provided by the manufacturer. The warranty can be found on the item page under Downloads, or at the link here: ***f. Because this is not being used in a commercial setting, *** nor WebstaurantStore, will replace this as the warranty is no longer valid as outlined in the warranty document. If you have any other questions, please let us know!

We were sorry to hear that the tables arrived damaged, both the original orders and the one reshipment that was sent. If damage appears to be minor, we do first check to see if customers will accept a partial credit. The reason for this is these tables are designed to be used in the back of the house at commercial restaurants, and most often minor damage does not make an impact on the functionality of the table.

We refunded the customer for the tables, however in reviewing these orders the shipping was not refunded. Because the customer is not able to use the tables as they are, a shipping refund is warranted and we apologize this was not provided from the start. A shipping refund for both orders will be issued to the original method of payment, and the customer should see this on their statement in about 2-3 business days.

Thank you for your review, Liz! We were sorry to hear that your vacuum is not working properly. Because the unit was used, any issues now fall under the warranty of the vacuum. WebstaurantStore does not hold title to any warranties because we are primarily a distributor. Because your vacuum is not working properly, the warranty would go through the manufacturer. They typically prefer to work with the end user (you) because you are with the unit and can give them more information. We are more than happy to reach out to the manufacturer on your behalf regarding getting this resolved under warranty. Please email us a photo of the date plate label and we will be glad to assist!

We were sorry to hear that *** received something that was not what was ordered. Our customer solutions team looked into this with the manufacturer and found that our website was incorrect. We did have this listed as being a merchandiser with graphics, when it is just the graphics. The merchandiser is sold separately. We made the change on our website so that it is correct moving forward.
Once we confirmed this, we did take ownership of the issue, as we do take responsibility for any mistakes that we make. We provided *** with a couple resolutions that we could offer. The first is we could return the graphics that were received and issue a full refund for this order. The second option we provided is that we could provide a credit to put towards the purchase of a compatible merchandiser. *** chose to receive a credit so that a merchandiser could be purchased to go with the graphics already ordered/received. The credit has been issued, so this has been taken care of and resolved for ***.

We were sorry to hear that this freezer arrived with damage and that it is not working properly. We typically need to work with the original purchaser regarding any issues, which would have been *** and not ***. *** contacted us the day of delivery via chat and asked what to do if there is damage. We provided specific instructions that any damage must be noted on the proof of delivery in order for us to provide resolutions. Later in the evening, we were notified by ***, the new owner of the daycare, that the unit arrived damaged and that the proof of delivery was not noted for this. The reason we provide customers with these instructions is the proof of delivery, if not noted for damage, indicates the product was received in good condition and therefore means we will have difficulty in proving to the carrier that they damaged the product. Our options are limited when customers do not note the proof of delivery as outlined both on our website and what was provided via live chat.
We made an exception and offered a partial refund for this. We were also trying to work with ***, as he is the original purchaser and any type of refund would go back to his credit card and not ***’s. We are going to make one more big exception and return this unit and have another unit shipped. We will not be making this type of exception in the future, as it is the customer’s responsibility to follow all delivery instructions. We will also only be able to work with the original purchaser in the future. Our customer solutions team will be reaching out to *** regarding the return of the unit.

Thank you for your review, Chelsea! We were sorry to hear that your Nor-Lake dipping cabinet kept getting pushed back by the manufacturer. This is one item that we do not stock, however we have thousands of products in stock that usually ship within 1 business day. We do try to list estimated lead times by saying that a product will "Usually ship within" a certain time frame, however these are just estimates as we cannot guarantee stock. This situation was very rare, as it appears most of your orders with us are typically for stocked items and are shipped out quickly.
We do not charge credit cards until part of an order ships. For orders that are shipping from the manufacturer, we need to get confirmation of a cancellation from that manufacturer before we can cancel it on our end and release the pending authorization on the card. This is in case the product is too far along in processing or is prepared for shipment and cannot be stopped. If you have any questions about our processes or anything on the website, please let us know!

As a bulk wholesaler that distributes new products, we were sorry to hear this arrived with a broken bulb and appeared dirty/used. Because we only sell new products, we were asking for photos in order to see the condition this arrived. We would need this information to address it in our warehouse, as this is a very rare occurrence.

The unit was then tested and does not work. We reached out to our internal product experts, and we are going to make an exception and return this unit. We reached an agreement with the customer and will be issuing a store credit for the full price of the popcorn machine. In the future, if this were to happen again, we will need photos showing the condition the product arrive in order to provide a resolution.”

When customers purchase commercial grade stainless steel sinks, there is care and maintenance that goes into protecting the sink and keeping them from rusting. The 400 series stainless steel sink does require more maintenance. Stainless steel, if not dried after use, will rust. It is a misconception that stainless steel does not rust.

We were notified that *** tested this to wash hands, but the sink was then air dried. This is what would cause the rust to occur. We provided them with ways to remove the rust spots and information on how to care for their sink because this was not a defective sink. We offered a $75 store credit, and then increased our offer to 50% off of the product as a one-time exception.

We have made one more exception and agreed to refund the customer in full in store credit to purchase a *** sink, which is more resistant to rusting. It still needs proper care, however it is more durable. This is not an exception we will make in the future. We were notified that a dispute was opened with their credit card. If this is the case, we will either need to wait for the dispute to be completed, or *** will need to drop the dispute before we can supply that credit to them. *** can continue to work with our Customer Solutions team, and if the dispute is dropped we would be more than happy to issue that store credit.”

We were sorry to hear that this order did not arrive as expected, that White Glove service was not used, and more importantly that this was the incorrect unit. We know that *** was needing the correct pizza oven ASAP for her business. There were different hiccups in trying to pick up the incorrect unit. One issue that caused a delay was that when the carrier arrived to pick this up, the product was not ready for pickup and the paperwork was not printed off. In attempting another pick up the truck had broken down and could not get to ***.

The incorrect product is now on its way back to the manufacturer. The reason the refund check has not yet been issued is we, and the manufacturer, need to make sure the product arrives without any damage. *** told our representatives numerous times that she was going to leave this oven outside when there was rain in the forecast. We informed *** that this needs to be protected inside and it cannot be left out in the rain. While we understand it is not her fault the wrong item was received, and that it is an inconvenience to keep the product for that time, the manufacturer, nor WebstaurantStore, will accept the return and issue a refund if there is damage because *** was instructed to keep the unit inside and protected from the rain.

We are following up with the carrier every day on when delivery is expected. We have requested the manufacturer make an exception and the moment this delivers, they have agreed to have their team on hand to inspect this unit in order to expedite this process. As long as there is no damage, a refund check will be mailed at that time. We are happy to refund the difference between standard shipping and white glove shipping and are just waiting for confirmation that the White Glove service was not used. If it was not used, that shipping cost will be refunded as well. The refund check, once the return is accepted, will be for the price of the item and for the difference in shipping as long as we confirm the service was not used. The moment all of this is confirmed, we will let *** know that the check is on its way.

We have acknowledged ***’s concerns and appreciate the feedback that has been given. We know this was an inconvenience and have worked to take care of the issue as quickly as possible. Although it may not have felt like an expedient process, we did work with the manufacturer and they agreed to make exceptions to speed up their normal returns procedures. The normal returns and inspection process can take weeks to complete and credit is only issued once this has been completed. Due to this expedited process, the unit was inspected and the refund issued within a day as opposed to weeks. The manufacturer would not issue a refund until the unit was in hand and inspected because the customer mentioned the unit would be left outside, and therefore we had to honor that policy. *** was provided a full refunded for the oven and casters, and provided additional compensation by being given the shipping difference between white glove shipping and standard shipping for her entire order rather than just the difference in shipping for the oven and casters. While situations like this are very rare, we understand this has been an inconvenience. We have also provided an additional store credit compensation. At this point in time, because we have refunded for the product, the shipping amount, and provided an additional store credit compensation, we will not be issuing any further compensation as the issue has been resolved.