WebstaurantStore

Thank you for your review, Eric. We do take order and customer security very seriously. When you had applied for the Net30 Terms, we worked with Blue Tarp because there were multiple discrepancies on your application. Our E-Commerce Risk team also called you to discuss this. Because of the various discrepancies, I apologize that we will not be able to accept the order.

Thank you for your review, Jonathon! We are thrilled that you have enjoyed shopping on our website and that you are enjoying your products. Should you ever need assistance with an order, please let our customer solutions team know!

We were sorry to hear that this batch of raw sugar did not meet ***’s expectations. The raw sugar that we sell is 100% natural, so the appearance may change from batch to batch. We are unable to guarantee that products will be the same every time. If *** is looking for her sugar to be more consistent and have a uniform appearance across multiple batches, she will need to look for something that is more heavily processed.

We are willing to refund *** as a one-time courtesy for this. If *** is looking to receive the exact same sugar every time, we may not be the best supplier for her, as this sugar is 100% natural and may vary in consistency and flavor. The refund will be issued and appear on her statement in 2-3 business days.

Thank you for your review! While the packaging does provide instructions for using this in a fryer, this product can still be cooked in the oven. As long as the internal temperature reaches the required 165 degrees Fahrenheit, you can bake this in an oven. It may not be as crispy when cooked in an oven because frying makes products crispier, but you can still enjoy the fish that you purchased. If you have any questions, please reach out to our Customer Solutions team at [email protected]

While we do stock a lot of our items, some items such as the slushy machine are not stocked and would be shipped to customers directly from the manufacturer. We do apologize that a follow up call was not provided on 3/1. We checked on this with the manufacturer on 3/4 due to the manufacturer being closed on the weekend, and found that the product was delayed in arriving to the manufacturer’s stock.

We do not guarantee delivery dates, as sometimes a rare occurrence like a delayed backorder is possible. The reason this product could not be expedited is it is a common carrier shipment. This must ship on a freight truck, so it is not eligible for expedited shipping. When we reached out to the customer on 3/4 with this information, we offered to look into alternative products for *** that were in stock and could ship sooner, however she declined that option.

On 3/11 we were notified that the product arrived and was being inspected by the manufacturer. After following up with the manufacturer, we have confirmed the product shipped on 3/18 via FedEx Freight, pro tracking number ***. The product is on its way to ***, and should work well for her business.

We were sorry to hear that there was the potential that the incorrect shoes were received not once, but twice. The shoes that were ordered were composite – toe shoes. Composite-toe shoes are not soft-toe. There are 3 different shoes that could be ordered: Soft-toe, composite-toe, and aluminum/steel-toe. The composite-toe is a harder plastic. While it is not as hard as steel/aluminum-toe shoes, it is not as soft as a soft-toe shoe. It appears that *** did receive what was ordered, but it was not what he was wanting.
Typically, returns would have the return shipping costs and a restocking fee applied. In this case, because of the confusion on both ends of this, the manufacturer is returning the shoes for a full refund. We have emailed *** a return shipping label. Once the shoes are returned to the manufacturer, a full refund will be issued. We have also supplied *** with a link to look at soft-toe shoes, so that a new order can be placed. If any assistance is required prior to placing this new order, or any order in the future, we do have customer solutions representatives available to answer questions before the order is placed.

Thank you for your review, Kristin! I apologize, I was unable to find an order using your name, email, nor zip code. Was there an error message during checkout, or was an order canceled? Whenever an order is canceled or does not go through, any pending transaction is automatically dropped. It may take 2-3 business days for your bank or card company to release the funds. Please reach out to *** with your information and we will be happy to look into this for you.

We were sorry to hear that one of the sinks started to rust after being tested. The rust can occur a couple ways. One way is if water is run and the sink is not dried out afterward. The second is if the protective film is not removed, it can cause drainage issues and lead to water sitting in the sink and then causing rust.
While rust is not covered under the warranty, we did want to help the customer and initially offered up to a 25% partial refund. Since then, we were able to work out an agreement with the customer. We provided the customer with a 30% partial refund in store credit, and have also shipped him a can of rust remover and protection paste free of charge. The paste can be used to not only clean up the rust, but protect both units from rust in the future. The customer indicated this would be acceptable, so we have proceeded with that resolution.

Thank you for your review, Vinny! We were sorry to hear the product is not what you had hoped it would be. The product ordered was listed as a faux wood melamine serving board. It appears you were wanting a serving board that was made of real wood, not a plastic (melamine) board that looks like wood. While our website lists this product correctly, we understand mistakes happen. Our representatives have offered to lower the restocking down to 10% as a one time exception for you. If you have any questions about products in the future and their title and what you would be receiving, please let us know and we will be happy to help.

Thank you for your review! We were sorry to hear this will not arrive when you were hoping it would. We mention the cutoff time of 2pm EST for expedited orders in the shopping cart, and it is also available under our Conditions of Use. That page also contains the information regarding weekends and if deliveries will occur. If we make an error, we are more than happy to take care of our customers. In return, we do expect that customers familiarize themselves with the Conditions of Use. FedEx Express, the carrier for expedited shipments, does not deliver on the weekend. Because the order was placed at 4:16pm EST on 2/28, it shipped the following business day, Friday 3/1. Because weekends are not considered business days by the carrier, 2nd Day shipping means delivery should have occurred on Tuesday, 3/5. This package did deliver that date, so it delivered as it should have. If you have any questions about shipping time frames, please let us know!

Thank you for your review! We do try to be transparent with this process by providing the information on returns both during the checkout, and on our website here: ***. 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.

Thank you for your review! We were sorry to hear the waffle iron stopped working. For a review to be published, they review must be about the functionality of the item. We do not remove negative reviews, as long as it discusses the functionality of the product. If it is about a defect or damage, the review is not posted. Because this was more about the product being defective and the unit was outside of the warranty, the review was not published. Credit was still issued for the review, and our customer solutions team made a one time exception and offered a partial refund for the unit that was out of the warranty period.

contacted WebstaurantStore on Sunday, 2/10, to inform us that he received the wrong item. Our representatives asked for photos in order to confirm what was received and also so that we could send to the manufacturer, because this shipped directly to *** from the manufacturer. While we do stock a lot of items, this dehydrator is not an item that we stock.

We informed *** that since this shipped from the manufacturer, we would need to reach out to them to confirm the error and to also work on resolving it. Because this was on Sunday, we were limited in moving forward with a resolution as the manufacturer was closed until Monday, 2/11.
Since the time that this complaint has been opened, the manufacturer confirmed the wrong item was sent and are shipping the correct item to ***. Aside from receiving the correct unit, we have also refunded ***’s order in full to go towards any inconvenience.

These poppy seeds are advertised as being unwashed because they are 100% unwashed seeds. The poppy seeds we sell are desired for commercial use by high end bakeries because they are less processed than washed seeds. Poppy seeds can be washed (processed), unwashed (less-processed), or organic (unwashed and not processed). Bakeries will use the unwashed seeds to provide higher sensory quality in terms of texture and smell. Poppy seeds will taste the same whether they are unwashed or washed. WebstaurantStore is a commercial distributor that is known for selling unwashed poppy seeds in the food service industry. Please be advised that seeds being “unwashed” does not mean they are “organic”. The poppy seeds we sell are unwashed for commercial use, and appear to be different than what *** is looking for in a residential setting. If *** is looking for unwashed seeds that are also organic for his residential use, he will need to look locally.
In order to ensure we are providing our commercial customers with the freshest products possible, and to ensure products are not tampered with, we do not accept returns of consumable product such as the poppy seeds. This information can be found on our website here: https://www.webstaurantstore.com/policies.html#Returns_Policy. Because these seeds are in fact unwashed, a refund will not be issued.

As an online wholesaler, WebstaurantStore is a primary distributor for bakeries looking for unwashed poppy seeds. These seeds are unwashed and are less processed than washed seeds.

While these seeds are as advertised, we understand they will not work for ***’s purpose. We will make a one-time exception and refund *** in full for the order of poppy seeds. He should see this on his statement in about 2-3 business days. We do not need the seeds returned, as they are a consumable product. We will not make this exception in the future, and we will not be the best supplier for ***. He will want to find other, unwashed-organic, seeds locally that serve his purpose better.

While we were sorry to hear the package arrived damaged, the shelves inside the package were not damaged and can be used even though there was a hole in the box. The purpose of the packaging is to protect the products inside. Typically, if the package is damaged and the product is not damaged, we will not issue a full refund because the product can still be used. Any return of undamaged, usable product would be considered a standard return and the return fees would be applied.
We have already made an exception for this order and we are returning the shelves for a full refund. We have notified the customer of this exception as well, and this exception will not be made in the future if the product inside the packaging is not damaged.

When customers purchase products from *** they are also purchasing any warranty associated with the products. Because we are a distributor, and do not take title to the goods, the warranties go through the manufacturer of the product. All of the information regarding warranties for products on our website can be found here: ***

A warranty/defect issue is different than the standard return policy. For us to accept a return of an item, the product must be unused. We do not resell defective products, because they are considered used. *** believes that our return process applies to defective products, but it does not. If customers order something they do not use, or perhaps they ordered too much of a product, we can return the product as long as it is not used. This way, the new, unused product can be placed back into stock and be resold.

The moment *** plugged in the pizza oven and turned it on, the product was officially considered to be used. Because the stone broke while the product was being used, this now falls under the warranty process, which is through the manufacturer. The manufacturer is reviewing the warranty claim, and if approved they will send the customer a new stone to replace the stone that had cracked. This will get the unit working properly for the customer.
*** has also opened a dispute with the credit card company. Once customers enter a dispute with their bank, we are no longer able to develop a resolution as our hands are now tied. The customer’s bank will review the dispute and make a decision on the next steps. For any alternative resolution to be considered, the dispute would need to either be dropped, or the bank will have to complete the review of the dispute. Once this is resolved or dropped, we could continue working with the manufacturer under the warranty to have the stone replaced so that *** has a working pizza oven.

We have confirmed with our team that ***l is siding with *** and will be refunding him in full. Because of this, we will accept the return when it arrives. We will not be issuing the refund since ***l is doing that on their own. Otherwise, *** would be refunded double the amount. As a commercial wholesaler, we do have to follow manufacturer warranties directly, and will need to do so as well in the future. We recognize this business model may not be suitable for everyone, and we will not be the best supplier for *** in the future.

When customers purchase products from WebstaurantStore, they are also purchasing any warranty associated with the products. Because we are a distributor, and do not take title to the goods, the warranties go through the manufacturer of the product. All of the information regarding warranties for products on our website can be found here: https://www.webstaurantstore.com/policies.html#Product_Policies. On 1/11, the customer let us know that they called *** and they said the unit was defective. We called *** to confirm this, and found out the first technician the customer spoke with was with a group called Managed Service, not ***’s technical support team.

We informed the customer of this, and provided ***’s tech support line. We informed the customer that the machine would need to be verified as being defective by one of ***’s technicians. If the machine is deemed defective, *** issues a case number and initiates a return and then a refund could be issued. The customer then called us back the same day, 1/11, and said they spoke to the *** technician and he called it defective. We called ***, who let us know this was not correct. *** let us know that the customer called in to request the service technician to come out so it can be looked at and possibly be called defective, however when *** relayed how the service option works, the customer did not follow through with the service option.

For warranty service, *** will first need to have a credit card for the customer on file. This is in case the customer is outside of the normal service area and/or if the issue is not something that is covered under warranty. If the customer is in the normal service area and the product is deemed defective and covered under warranty, the credit card would not be charged. Because the customer has refused to supply this to ***, *** is not considering this unit to be defective. Their service technician must go to the location and deem the unit defective in order for a refund to be issued.
We do want to help the customer with this. If the customer is outside of the normal service area, we would be willing to help with the travel expense and split that cost. With a photo showing a credit card receipt for a $180 charge through ***’s technical support, we will reimburse the customer $90 to cut that cost in half.

On January 8th, we were contacted regarding this delivery. At the time, our customer service representative relayed the estimated delivery date of January 9th. After this contact, we were notified that the customer was attempting to open a line of credit through ***. *** is a company that handles credit terms, and they reached out to us regarding the application. The information filled out was personal information that did not match the company name provided on the application.

We let *** know that this was the first order for this customer, and *** looked into the application further. They contacted the company that the customer listed on the application, who informed *** that there is no employee there by this name. *** declined the application due to these discrepancies. Our E-Commerce Risk team looked into this as well and noticed discrepancies with the IP address and the email domain. Because this order does not match up with the customer information, we contacted the carriers to have as many of the packages as possible returned, which is why this did not deliver.

We take customer security seriously, and do not refund orders that are returned due to customer discrepancies. At this time, there is no further action we are able to take. For the customer to receive a refund, they will want to reach out to their financial institution directly.