WebstaurantStore

On 3/15/18, *** had reached out to ***Store to return this product because the mixer is a 3 phase unit, and his electrical is set up for single phase. After discussing the return process, we had made an exception to offer to lower the restocking fee, however *** chose to keep the original unit. Customers should look at the specifications and make sure the voltage and phase will work for their electrical set up prior to purchase.

*** kept the unit, and on 5/26/18 reached out to us because there was a problem with the mixer. We provided him with ***’s information to have this looked at under warranty. On 6/4/18, *** let us know that this was a defective unit, at which time we offered a reshipment or a refund. After there were some damages on the replacement, we did get *** a working unit. On 9/18/18, *** used our live chat to let us know the mixer was not powering on. It was at this time that we were told that an electrician installed a 3 phase converter on the unit, instead of changing the building’s electrical itself. *** reached out to us again on 9/26 to let us know that the mixer was overheating, even though *** came out and determined the unit was working.

Our website states, under customer questions about the product, that this is not for use with pizza dough aside from the occasional small batch. With ***’s business being a pizza shop, this unit is being heavily used for pizza dough, which would be considered misuse as this is not what the unit is designed for. Making the modification to the unit, such as installing the converter/generator, and using the machine for other than its intended purposes will void the warranty and *** will not cover a service call.

Looking through this order’s history, we do feel as though this unit was not used properly, as it is a 3 phase unit that was installed on a single phase circuit. That being said, we feel that *** should not have serviced the unit the first time, and when it was deemed defective, it would have been best to issue a refund at that time instead of reshipping another unit that would not work for ***’s application. We will be refunding *** by check for the purchase. We ask that in the future, *** makes sure equipment he purchases will work for his application and electrical configuration, so as to prevent alterations being made that void the warranty.”

Thank you for your review, Lynn! We were sorry to hear that you were missing a couple items from your order. We were glad to reship those to you. It sounds as though the box may have popped open in transit. While we are happy to make sure you either get the products or are refunded for missing products, we will typically not provide a shipping credit. With regards to expensive shipping, we are a wholesaler that does not include any shipping into the pricing of our items. Because of this, we do add the full shipping amount in the shopping cart of the order. It is our hope that we still end up being cheaper for customers, even with that shipping added. If you have any questions about these processes or about the order in general, please feel free to reach out to our customer solutions team!

We were sorry to hear that the deli case was not cooling as it should have been doing. When customers purchase products on our website, they are also purchasing the warranty for the product. *** is a distributor and does not take title to the warranties. The warranty for this product is a service warranty. This means *** would first attempt to fix the unit. If *** determines a product cannot be fixed, they will let us know to replace it under the warranty. In this situation, they believe replacing the compressor will resolve the issue and that is the route we would need to take.

We do want to be clear that just because a part is replaced, the unit would not be considered “refurbished.” This product is still a brand new, not used, product. The purpose of the warranty is to resolve the issue so that the unit is working properly for the customer. If it cannot be fixed, a replacement could be issued at that time.

The customer has opened a dispute with their credit card company for this purchase, and notified us of this on 1/10. While customers do have the right to dispute the charge, doing so means we are unable to provide any sort of assistance/resolution until it is either dropped by the customer or completed by the credit card company. Our hands are tied when a credit card dispute is opened, as there is potential for the credit card company to reimburse the customer. If we were to refund or reship a unit to a customer, and they also win the dispute, they would essentially have a free unit or will have been refunded twice. Should the dispute be completed in ***’s favor, or dropped by the customer, we could then revisit options and have *** take another look under the warranty. We apologize that until that time, there is no further action we are able to take.

When customers purchase products from our website, they are more than welcome to submit product reviews for store credit. This is a great way to provide other customers with information about products, and customers reviewing the products can earn store credit to put towards other purchases. While we do state that reviews are generally approved in about 3-5 business days, this may vary depending on the number of reviews we are receiving.

The most recent order was placed on 12/26/18. *** submitted 66 different product reviews on 12/28/18 after 3pm EST. 22 reviews each of text, photo, and video have been received and are waiting to be processed for credit. Because of the weekend and New Year holiday closure, Monday 1/7/19 was business day number 4. We have received a lot of reviews from many customers and are currently experiencing a backlog due to the holidays. Our Reviews team is working on getting through the reviews as quickly as possible, and text/photo reviews are currently an estimated 5-7 business days. Video reviews can take longer to issue credit because we watch every video review. These time frames are only estimates, not guarantees, as this is a perk of shopping on our website. Because we take product reviews seriously, we look at every review customers submit.

We currently have over 3000 reviews in our system waiting to be processed, and are working to get through them as quickly as possible. We understand that *** wants to purchase other products with store credit. We can make a one-time exception and have the Reviews team jump ahead to examine Ashley’s submitted reviews. This may still take more than the time initially stated on our website, however we will get those looked at. Credit will then be issued if the reviews meet the criteria outlined on the website. If a review does not meet the criteria outlined, credit for that review will not be issued. In the future, we will look at reviews in the order they are received, we just ask that customers be patient as our team goes through the reviews. While I could not find any correspondence with *** regarding reviews on her orders, if she has any questions at all about the review process, she can email [email protected] and we will be happy to assist.

Thank you for your review, Robert! I apologize, I was unable to find an order or correspondence using your name and your email address. If you have any concerns about an order, please reach out to *** and we will be happy to look into this for you.

We were sorry to hear that the convection oven that was ordered had been damaged and could not deliver. We sent emails on 12/6 and 12/11 informing the customer of the damage, and asking for the customer’s preferred resolution. The customer placed a new order on 12/10, so we issued the refund to her original method of payment since a new order was placed instead of letting us know the preferred resolution.

The new order was placed 12/10, however the product is out of stock until after the time that she needs the product. We tried to get another of the same oven. That oven shipped on another customer’s order before we could catch it. The other customer had placed the order before this new order was entered. We have provided multiple options to Darlene for this order.

The first option is we can ship the oven that was ordered when it is back in stock. We understand this may not work for the customer. We also offered to cancel this oven and refund her in full to source an oven locally. Darlene wants us to ship her a $1239.78 unit for $449.99. In this situation, we would replace the unit with the same unit, if possible. The customer is correct in saying that the carrier reimburses for the damage. That being said, the carrier will not reimburse more than the product that was damaged. The purchase price was $449.00, which is what we have offered to refund the customer if they want to cancel this order.

We have also provided an exception to issue a $100 store credit for the inconvenience, even though we were not obligated to do so, and the credit was refused by the customer. We did not refuse to pursue the carrier for damages. We filed a claim for the cost of the oven that was ordered, which was why we could offer the resolutions we offered. Carriers will not reimburse for more than that amount. We are not refusing to send the customer the oven that was ordered, we can send it once it is back in stock. The options/resolutions the customer has right now to choose from are the following:
1. We can ship the convection oven that was ordered once it arrives in stock.
2. We can cancel this oven and refund in full for the price of the oven so she can find one locally.
3. We can cancel the oven and refund in full ($449.00) and provide a $100 store credit to put towards a different oven on our website. This is a big exception, as we are not obligated to provide compensation for the customer to purchase a different/higher quality oven.
Darlene can email us at [email protected] with the option she chooses and we will be happy to help.”

When customers place orders on our website for international shipping, they are responsible for all duties/taxes/customs fees once the shipment/s arrive to the border. This is not something we are able to calculate ahead of time. Additionally, we are not able to guarantee that everything will ship together in one shipment. While we do stock a lot of the items we sell, some items are not stocked and ship directly from the manufacturer. On those items’ details page, we do indicate that a product is not stocked. This is why this customer has two shipments.

For international/Canadian shipments, a broker is only needed on Common Carrier (freight truck) shipments. If an order is not a common carrier shipment, we will not contact the customer because the broker information is not needed. For standard ground shipments, *** acts as the broker and provides the information needed to cross the border. The information regarding international/Canadian shipments is very clear on our policy page here: https://www.webstaurantstore.com/policies.html#Shipping_Policy. It mentions the fees necessary, how they are billed, common carrier broker information, and that we do not guarantee this will ship in one shipment and that additional fees would apply.

The information the customer felt is misleading is the “Commonly Asked Questions: What is a broker and why do I need one?” This states that if you do not provide your broker information that we will contact you. This is correct, but it is for orders that would require the broker: common carrier shipments. This is a general question about brokers, not what international shipping entails.
While our website is clear as to what is entailed for international shipments, we do want to work with the customer. As a one-time exception, we are willing to split the cost of the first shipment’s fee, which would be $85.44. We would not be able to provide this exception in the future, as our website details the process for this. The refund can be issued in either store credit or to the method of payment. The customer can email [email protected] with their order number and how they prefer that credit, and we will have this issued.

When customers place orders on our website, some items may not be stocked in our warehouse and will ship directly from the manufacturer. That was the case with these tables. We are not able to guarantee that orders can be canceled. In this situation, we were told by the customer that they ordered tables that were too big. We tried to cancel this with the manufacturer, however we were informed the product had already shipped.

At that time, we reached out to the customer asking if they would like to return the tables, and informed the customer via email on 11/6 that a return of the tables would be subject to the return shipping and a 30% restocking fee. On 11/8, we received an email from the customer stating “Yes, I want to do a return.” We were then trying to get the return authorization from the manufacturer, and encouraged the customer to accept the shipment until we get the return information, since the return shipping would be the same if we coordinated a pickup or if we turned the shipment around.

We were then notified by the carrier that the tables were too big to fit on their liftgate (motorized platform that lowers the product to the ground) for delivery. At that time, on 11/20, we reached out to the customer to inform them of this and to confirm if they still want to return the tables, because we could have the carrier turn the shipment around. The customer replied with “That’s correct – I do NOT want the tables…” on 11/21.

We want to be clear: Nobody from Webstaurant Store, nor the manufacturer, ever stated that this product could not be shipped. This order shipped via ***/Tracking number ***, however alternative delivery would have been needed because the product was too big for the carrier's liftgate. We did not say this couldn’t be shipped at all, as the customer states in the complaint. Because this shipped, the return shipping and restocking fees would apply. We were not told that the customer was planning on keeping this shipment until after the return was set up. Had we been told this when we sent the emails, we would have worked to provide an alternative delivery method so that the customer could receive and keep the tables. Because we were told to return the tables when we followed up with the customer regarding the delivery, we had the shipment turned around in order to save the customer some time and effort.
Even though the customer had agreed to do the return with the return shipping and 30% restocking fee, we are willing to assist and make a one-time exception and lower the restocking fee to 20%. This exception would not be made in the future, as we have this information on our website and the customer had agreed to our return process in our email chain prior to the shipment being turned around.

The return fees, whether the customer accepted the shipment and then returned, or if we just turned the shipment around, would have been the same because it is still a return of shipped goods. We emailed the customer multiple times as outlined previously, and also left a voicemail detailing this on 11/21. When the customer called us back on 11/21, they told us to proceed with the return. We gave the customer multiple opportunities to say they did not want to return and they planned to keep the tables, however the customer was very clear and specifically told us to proceed with the return. We proceeded with the return, and the standard fees that were previously discussed (and that the customer accepted by agreeing to the return) were applied.

As a good faith gesture, we can provide two alternative resolutions.

1. We can lower the restocking to 20% as previously offered. The customer would be responsible for the return shipping as well.

2. we can cover the return shipping, but the 30% restocking that was initially agreed to would still apply.

Both of these options are big exceptions that will not be provided in the future, as our website is very clear about returns, and the customer had told us many times to proceed with the return and did not say they wanted to get the tables. Please email [email protected] with the order number and the option preferred, and we will provide this one-time exception.

Thank you for your review, Lindsey! We were sorry to hear that this order did not arrive as it should have. The order was placed in time and should have arrived the next business day, but it did not. We had been told by FedEx a delivery attempt was made the following day. Because there was conflicting information (you had told our rep you were open all day), the rep apologized and issued the remaining refund for difference in shipping. When it did not arrive either day, both of our representatives apologized for this issue in the live chat since it did not deliver appropriately. We have refunded the difference in shipping for the inconvenience, and apologize this did not ship/deliver as ordered. If you need further assistance, please reach out to h*** and our team will be glad to help.

Thank you for your review, Spencer! We were sorry to hear that you had ordered the wrong item for your needs and needed to return it. We do not provide exchanges, we only process returns. If we make a mistake, we take responsibility for that. In return, we ask that customers be responsible for making sure they purchase items that they will need. 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 have a flat structure at WebstaurantStore, and empower our representatives to make any exception that a supervisor would make. We initially offered to lower the restocking to 10% as an exception. When this was refused, we offered to waive the restocking with a new purchase of another unit. You would have just been responsible for the return shipping. At that time, we were told you were going to keep the unit. Both of these were big exceptions to show you that we do care and were trying to assist.
We are still willing to waive the restocking with a new order of a different unit. If you wish to proceed with that return, please email ***. This exception would not be made in the future, as our returns process is outlined directly on our website here:

We were sorry to hear that this product arrived without a thermostat. Whenever an item arrives, if there is a rare occurrence such as a part is missing, we will first see if we have that missing piece available. We have thermostats for this range available, and we did let the customer know we can ship this part to them and we would also be willing to cover the cost for this part to be installed on the unit by a technician. We would just need to get a photo of the receipt from that piece being installed.
A dispute was then opened by the customer with their credit card company. Because of that, we were unable to move forward with any resolutions. The dispute has been closed in Webstaurant’s favor, however we still want to work with the customer to resolve the issue and get their unit working properly. We are still willing to send the thermostat and cover the cost of the installation of the thermostat with a photo of the bill from a technician. A representative will be in touch with the customer regarding this via email.

Thank you for your review! We were sorry to hear that your unit was having trouble and that it was out of warranty. While the review that was not posted was not a favorable review, that is not the reason it was not posted. The review did mention how the unit stopped working, which is okay in a review, however it also mentioned a lot of details about warranty service and your phone call to a local repair technician. This is not about the product itself, which is the requirement for a review to be posted.

We do post negative reviews, as long as the review is about the product itself. You submitted a review previously about a mixer that was not working well. The review described the issue the product had, and not about any phone calls with warranty, and that review was posted.

As long as a new review is submitted detailing the product itself, a negative review would be posted.

When customers place orders on our website, it is our hope that the product arrives free of damage. In the unfortunate situation that a product arrives damaged, we require notification within 5 business days of delivery for all customers, both commercial and residential. This is because after that time frame, we are not able to file a claim with the carrier for damage and hold them responsible. This time frame does not start from when a technician arrives, but begins the moment a product delivers. Additionally, *** stated the packaging/box had dents. This is indication that an item had a bumpy trip and this should have been opened and inspected immediately, as a damaged box may indicate damage. This information is listed on our website here: https://www.webstaurantstore.com/policies.html#Shipping_Policy under “Damaged/Missing/Lost items – Ground.” While products have warranties, the warranty is only for manufacturer defects. Damage is not covered under warranty, as that is not an issue from the production of the unit. Because we were notified outside of that 5 business day time frame, any sort of resolution we offer is an exception, as it is coming out of our own pocket since we will not be receiving compensation from the carrier due to the time that passed.

*** mentions this is a commercial heater, which is absolutely correct. This is meant to be used at a commercial location, not a residential location. This appears to be getting installed in a residential setting, which we do not recommend. We did ask for photos of the damage, and were initially sent photos of the item in packaging without showing the damage. Once we received the photo showing all 3 damaged bulbs, we began looking into resolutions. We are not obligated to provide compensation since we were notified outside of the specified time frame, but we are willing to make a big one-time exception and offer store credit of $529.98 for *** to order the bulbs. She would only be responsible for the shipping of the bulbs, which is much cheaper (approximately $75 for shipping) than paying for the bulbs and shipping all on her own.
We do want to help, and that is why we are making this exception. However, *** has also opened up a dispute with her credit card. We are not able to apply this credit unless this dispute is dropped. She wants us to issue the store credit first, however if we were to refund her and lose the dispute, then she would have been refunded twice (double the amount). This is not something we are willing to do. If *** drops the dispute and we confirm It with our team, we will still honor the credit offered. This exception will not be made again in the future, and since we are a commercial distributor, we will not be the best supplier for Verlyn’s residential location. If the dispute is dropped, *** can email [email protected] and we can issue the store credit for the bulbs themselves, while she will be responsible for the shipping. Until the dispute is dropped, there is no further action we are able to take.

Thank you for your review! We were sorry to hear that this dehydrator would not work for your needs. 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.
Excalibur's 15% restocking fee is for items that are purchased directly through their website. For orders placed through other distributors, like WebstaurantStore, they charge a 25% restocking fee. Excalibur will be charging us the 25% fee, which we have said we can honor for you. At this time, the lowest restocking fee the manufacturer is providing for us is 25%, and we have edited the return to reflect this amount. If you have any additional questions regarding this, please email ***.

When customers view products on our website, we will post as accurate of photos as possible. The photos we received show that the color matches the color posted on the website. We list information regarding images and colors here: ***. If we make a mistake in advertising, or if we ship the wrong product, we take responsibility and resolve the situation right away. In return, we ask that customers make sure they are ordering a product that will work for their application.

We were also unable to find a previous order for these trays, so previous trays may have been ordered from a different supplier. Because suppliers may vary, we cannot guarantee that one product will be the same each time it is ordered, and cannot guarantee a product will be the same as a product ordered elsewhere. Not all orange colors are the same with every manufacturer. There may be varying shades of all colors depending on the dye a manufacturer uses.
We did offer an exception to waive the return shipping for ***, even though this product is as advertised. We will make one more exception and can refund *** for this order. We will not need the items returned, as they are low in cost. *** can reach out to *** with his preferred method of refund: Store credit or original payment method. Please be advised that this exception will not be made in the future if a product is as advertised.

In the previous reply, we did say that we are willing to make an additional exception and refund in full for this entire purchase, even though the photos match our website exactly. Please reach out to *** and advise if the refund is preferred in store credit or to the original method of payment. There is no return needed. If *** is looking for products to always be the same color from item to item or website to website, we may not be the best supplier for his needs. Please let us know the preferred method for the refund and we will issue the full refund as an exception.

Thank you for your review, Marc! We were sorry to hear that the marinade you received had a best buy date of 2/18. We refunded you for that product that day. As a bulk wholesaler, we ship everything together if possible. There was no shipping difference between just ordering the toothpicks and having both the toothpicks and marinade on the order. This is because the more you purchase, the better your shipping rate becomes for each item. When you purchase more, it is possible the shipping does not change. We have refunded you half of the shipping for this order as a courtesy. Should you need further assistance, please contact us at

As a restaurant supplier, it is an industry standard that dimensions on pans such as these are approximate. This is because these products are designed for use in restaurant ovens and applications, which are bigger, as opposed to residential settings. If a product has a specification sheet, such as equipment like ranges and refrigerators, the dimensions on the that specification sheet will be more precise. Other products, such as pans, may be produced by different sources and have slightly varying dimensions.
We have already made an exception by allowing this specially ordered, made to order product, to be returned. This is not something we are typically able to offer. We had also offered to lower the restocking fee to 20% as an exception. We will make one final exception and waive the return fees for this. The return authorization will be edited to reflect a full refund. This is a one-time courtesy that we will not be able to make for *** in the future. If *** is looking for a supplier with products designed more for residential use, we may not be the best supplier for her. Our website is more for restaurants and the food service industry, and products are based on industry standards.

Thank you for your review, Jess! I am sorry that you did not have a good experience with our customer solutions team. We were unable to locate an order using your information, however if you reach out to *** we will be happy to look into this for you.

Whenever a product shipped is not as advertised, we will take responsibility and cover the return for a customer and get the correct item shipped to the customer. In this situation, we were told that the product was ordered incorrectly and did not fit, meaning the customer ordered a part that will not work for their unit. While we take responsibility if we make a mistake, we also ask that customers be responsible for making sure they are ordering the correct item for their needs. 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 process can be seen during the checkout, and it is also available on our website here: https://www.webstaurantstore.com/policies.html#Returns_Policy
We do want to work with *** and help with the return. We are willing to make a one-time exception and waive the restocking fee. He would just be responsible for the return shipping for this product. We will still be charged the restocking by the manufacturer for the return, but we are willing to cover this for *** this time, as we understand mistakes happen. We would not be able to make this exception in the future, as customers are responsible for ensuring the product they order will fit their needs. If *** would like the return set up this way, with us covering the restocking while he pays for the return shipping, he can email [email protected] with his order number “***” and we can then get the return information. The order will be noted that the restocking fee is to be waived, and the return shipping would come out of the refund. We look forward to hearing from ***.

As long as products are unused and with the original packaging, we can accept the return. If we make a mistake on an order, we would absorb the return costs, as that would not be the customer’s responsibility. Because the wrong unit was purchased, the standard return process would be applied. 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.

Typically, since this order delivered with the White Glove service, we would be able to have our White Glove carrier arrange the return. It is unfortunate that the carrier we use for White Glove deliveries has let us know they will not be able to pick this unit up. This is an anomaly and does not normally occur. Because of this we would look into alternatives for the return. We understand that it may be difficult for a consumer to get this prepared for a return, especially since White Glove was chosen for this delivery. If a product is damaged while being placed on the truck by the customer, Webstaurant Store would not be liable for that damage, that would be the responsibility of the customer. However, once the product is on the truck and is in transit, or if a local company is hired to load the product on the truck, any type of damage at that time would be the liability of the carrier/loading company, not the customer.

To assist with the return, we have shipped a pallet and shrink wrap to ***. While our White Glove carrier not being able to perform a White Glove pickup is not ***’s responsibility, we have some alternative solutions to help ensure *** can return the product. Here are the two options we are able to provide:
1. If *** can find a local company to load the item for him (He would need to pack it up, place it on the pallet provided and shrink wrap it using the material we have shipped him), and if *** can send us a quote from the local company prior to the pickup, we can possibly approve and cover the cost of that company to load that item on to the truck. *** would just be responsible for the return shipping amount as we would then coordinate a pickup with a standard carrier that does not supply White Glove service. If anything were to happen to the unit during the loading, the liability would fall to that hired company, not to ***. He would just file a claim with them. If the carrier were to damage the product, a claim would be filed with the carrier, which again would remove the liability from ***.
2. If *** has another White Glove carrier that he finds, and is willing to pay for that service/return shipping through that company, that would be okay, as well. We would then alter the return to reflect that return shipping should not be charged, as the customer will have already paid for it. Any loading or transportation issues would be the responsibility of that carrier, and a claim would be filed through them. *** would not be held liable if the carrier or loading agents cause any damage.

We want *** to be able to return his unit, as it fits the requirements to proceed with the return. It is not our intent to be difficult. If the White Glove carriers we use were able to pick this up, we would certainly be using them as it is then less work for the customer. We understand that this is out of the ordinary and we are able to provide alternatives so that this unit can be returned so that *** can be refunded. Either of those options outlined above would work, and would not be additional costs or prohibit a return. If *** can please let our customer service team know which option he wants to move forward with, we will be glad to accept the return.