WebstaurantStore

Thank you for your review! We were sorry to hear that the Belgian waffle maker was not working properly for you. All warranties are through the manufacturer, since as a distributor we do not have warranties. We apologize for the delay, as we were working with the manufacturer on this. We have shipped you a new unit under warranty, and the defective unit can be returned once it is packed up in that new packaging. Please let our Customer Solutions team know when the defective unit is packed and ready for pick up and we will be happy to make those arrangements.

When customers purchase items on our website, they also purchase the manufacturer’s warranty. We do not take title to the products nor the warranties, so there may be specific instructions. When contacted regarding the first unit not working, we explained that we will need to reach out to the manufacturer under warranty. *** did not want to go through the warranty process when he called us, and we eventually made an exception to reship a unit before even hearing from the manufacturer on the first unit.

*** made an exception for us by declaring the first unit defective, when it is possible it may be user error. Not all magnetic pans will work with all induction cookers, because the magnetism is designed differently in different models and across brands. Per the manual for this cooktop it does state that if there is an error code and beeping that it’s possible the wrong type of cookware or the wrong diameter of cookware is on the unit. The only way to determine if this unit is defective or if there is another possible reason for the error code and beeping is to take it to a service center under the warranty. If they declare it defective, we will absolutely be able to move forward with a refund. The damaged packaging, while unfortunate, is not what is causing this issue. If the product itself is undamaged, any time a product does not work it would have to be examined under the warranty.
In this case, the warranty requires the customer to contact a service center to see if this is user error or to see if this is defective. For service centers authorized by the manufacturer to service their products, there is no charge to the customer for warranty related issues. If *** takes this unit to the service center and it is deemed to be defective, *** will allow a refund to be issued for the product.

Although we have already made numerous exceptions for ***, such as reshipping a unit without a service technician getting to look at the first unit, we will make one final exception and return both units for a full refund. Because *** still has the original unit, we will need both units returned. Once received, a full refund will be issued. This exception is a huge exception on our end, as this is not the warranty process outlined by the manufacturer. We will not be able to make this exception for *** in the future, he will need to follow warranty procedures. We will follow up with the customer via email and provide the necessary information.

When *** contacted us with a return request, it was initially because the fan and light stayed on too long and the unit is loud. We explained that this is normal for commercial microwaves, as they are designed for use in a commercial location and can be too loud or not appropriate for residential settings. At that time, on 9/14, we also asked if the unit heated food properly or not, so that we could determine if this may be a defective unit.

On 9/14, *** replied to our email saying that the unit does not work when trying to heat food and that she wanted to return/exchange the unit. We replied on 9/17 that since the unit was not heating properly, this would need to be examined under the warranty and provided *** with the manufacturer’s contact information so they could resolve this for her. *** replied saying that she did not want to get warranty service and wanted to return it. It was at this time that she told us she believes it heats properly but that it blows a fuse/trips the circuit. In a following email she did tell us that the unit is fine but that the house’s electric is not able to work with the unit and she wanted to return it. On the item’s details page, we list the voltage and wattage for customers to see prior to purchasing, so that they can determine if this will work with their circuits. *** does not need to have a technician come service the unit, because it is not defective.
Our return policy, found on our website here, *** , states that items can be returned “so long as they are unused and in the original packaging.” The unit has been used, as evidenced by the email that stated it was not heating properly and was tripping the circuit. If the unit was not used, and was still in the original packaging, we would absolutely accept the return. Because the microwave has been used, we would not be able to resell this product, and therefore will not be able to accept the return as outlined in the link above.

Whenever customers reach out to us with questions regarding returns or products, we want to do what we can to help them out. It is not our intention to leave customers out of money, or out on their own. If we ever make a mistake, such as advertising a product incorrectly, shipping a wrong item, etc. we will absolutely take care of the customer. In return, we ask that customers take responsibility in ord***g products that will work for their needs and that they make themselves aware of our business model and various policies prior to ord***g.

In an email to ***, *** stated “The unit does not work when trying to heat food” and “my electric break being tripped after one minute of operation on the device.” This leads us to believe *** attempted to heat food, and then realized this is too powerful for her electrical needs. The moment this product was plugged in and put into operation, the electrical components started getting energy and being worn. This constitutes a product as being used.
Our return policy states a product can be returned within 30 days, however it also states that the product must be unused. This means if the microwave was pulled out of the box, and *** decided it was not what she wanted, before plugging it in, that it could then be returned. We do not want her to just be out of her money, which is why we suggested she try to resell this on her own locally, through websites such as *** or *** If we are not able to accept a return, we will provide this suggestion so that the customer can try and recoup some of their money. Because this was plugged in and operation was attempted, we will not be able to accept the return, as this is now considered a used unit that we cannot resell.

When customers receive a product that may have a defect, or may be missing pieces, we must follow the manufacturer’s warranty. We do not take title to the goods, so when customers purchase an item from our website they are purchasing a warranty through the manufacturer. This manufacturer works through a service group called ***, or ***. We understand that the technicians came out and that there was trouble with the repair and the unit is still not working.

We reached out to *** regarding this on the customer’s behalf, since they have to be the ones to determine if this can be fixed or not. *** has additional questions and would like to speak to *** regarding this. Once they can talk with the customer, they will be able to determine if another service call is needed, or if this unit will be considered defective and a refund or reshipment is best. Since this is through the manufacturer, they/*** have to be the ones to make that decision. If *** calls *** and they let us know that this is defective, we will be happy to refund or provide a reshipment. This information was provided in an email to the customer on 9/24. Please call *** at *** with your model and serial number so they can determine if a service visit is needed or if this is defective.

When customers purchase items on our website, they also purchase the manufacturer’s warranty. We do not take title to the products nor the warranties, so there may be specific instructions. In this case, the warranty requires the customer to contact a service center to see if this can be repaired. For service centers authorized by the manufacturer to service their products, there is no charge to the customer for warranty related issues.

*** kept contacting us to return the product, and each time, we informed him that he must contact the service center under the warranty. *** shipped the unit back to us, even after being told not to do so. At that point, since it was a defective and used product, we could not accept the return. We reached out to *** on 5/10/18, 5/22/18, and again on 6/1/18 stating that *** can either pay the shipping cost to have this sent back to him and get this serviced under warranty, or that we will dispose of the unit. We gave him a deadline of 6/8/18 (about a month since we received the unit), and we did not receive any correspondence or reply, so this was disposed of as it was stated in the emails we sent to him.

*** recently contacted us on 9/4/18, almost 3 months after the last correspondence. We worked with *** and his bank on an alternative resolution and provided a refund of 50% in the form of store credit towards a different unit. This was a big exception, as we will not be able to recoup those funds from the manufacturer since the warranty procedure was not followed. We will not be able to make this exception again in the future, as it is the customer’s responsibility to follow warranty instructions

Thank you for your review, Anthony! We do have a flat structure here at Webstaurant Store and our customer service representatives have the same autonomy as any supervisor. The first sink that was purchased, we looked into the fact that you received one with a flat bottom with no drain lines, and found this to have changed in production. The first representative offered store credit so that a different model sink could be purchased. The same model was purchased a second time, which is why it also arrived with a flat bottom. At that time, it looks like you did get to speak with one of our Customer Solutions Supervisors, who had offered to refund you for the sink because this model does not have the drain lines.
When a product on our site changes, we will work to get the correct information and photos posted. Should you need further assistance, or help finding a different model sink, please let us know.

Thank you for your review, Albert! We were sorry to hear about the delivery issues that you experienced with this order. We are not able to guarantee Ground delivery dates in case anything happens with the truck, or if there are unexpected delays.
The purpose of the packaging is to protect the contents inside, so if the packaging is damaged but the products are okay and show no sign of damage/rust/rotting, we would not provide compensation for that. Information regarding delivery times and packaging damage can be found on our website here: https://www.webstaurantstore.com/policies.html#Shipping_Policy
If you were to notice any rusting or rotting of these products within the next 30 days, please contact [email protected] with photos so we can resolve that issue for you.

When customers purchase products through our website, they are purchasing the warranty through the manufacturer. Warranties are valid for the original unit/s purchased. Warranties do not reset whenever a product is replaced. This is not just a food service industry standard, but this is a standard across many industries.

The purpose of the warranty is to make sure that customers get at least that amount of use out of it. In other words, with a one year warranty, the purpose is to make sure the customer has a functional unit for at least one year. The original unit purchased was deemed defective after 10 months. Once the replacement unit stopped working after 11 months, the warranty was no longer valid because the customer had a functioning unit for a total of 1 year, 9 months. If this unit had a 2 year warranty, we would have been able to work under that warranty. Because the total amount of usage is outside of that one year warranty, Any service needed is no longer covered under warranty.
This line of equipment is an economy line, meaning it may not have the durability or longevity as more well-known brands. Other brands may have a 2 or 3 year warranty, because the equipment is expected to last at least that amount of time. Because this brand is an economy line, the warranty covers less time. This line is a cheaper alternative to the higher end brands. Because Kim had a functioning product for more than a year, which is what the warranty coverage was for, we will not be able to refund or replace this unit.

The warranty for this refrigerator is listed for all customers to view on the item detail page. Here is a link for that warranty: https://www.webstaurantstore.com/documents/pdf/warranty/***_limited_service_warranty_2-28-18.pdf The warranty says, “Unless otherwise stated, *** Refrigeration warrants to the original purchaser of new *** Refrigeration units (and all parts thereof), that such equipment will be free from defects in material and workmanship for a period of 1 year from the date of delivery.” This means that the unit is covered for one year from the date of delivery of the original purchase. Any reshipment is not an original purchase. Any reshipment is designed to get the customer through the warranty period, preferably longer. The original unit purchased lasted for 10 months. When the replacement unit delivered, the customer then had 2 more months of the warranty originally purchased. This document confirms that the warranty is only for one year on the original purchase. Because the customer had 1 year, 9 months of use between the unit originally purchased and its replacement, any issues occurring now will be out of warranty and will be the customer’s cost if she has the product serviced. At this time, neither *** nor Webstaurant will be able to supply a reshipment or a refund for this unit as it is out of warranty.

When customers sign up for the Plus program, our website clearly states that this is a $99/month subscription. This information is found on the main page of Webstaurant Plus here: https://www.webstaurantstore.com/plus/. When *** first signed up, it was during a free trial period of one month (we have since removed the free trial, which is why this will not be seen on the website). Near the end of the first month, an email was sent on 6/23/18 at 7:00am informing *** that his free trial was soon ending and that this will begin to auto-renew on 7/1. When *** did not cancel the subscription, it automatically renewed and charged the card for the consecutive months.

The terms and conditions, found here https://www.webstaurantstore.com/policies.html#WebstaurantPlus_Policy also inform customers that they can cancel this at any time, and it also states that we do not provide partial refunds for mid-month cancellations. Customers continue to receive the benefits until the auto-renewal date, at which time the subscription ends.
We originally made an exception by refunding *** for the most recent month of his subscription, even though our website is clear. After more correspondence with ***, we have offered to refund the remaining months in store credit, which he accepted. This was a big exception that we will not make again in the future, as it is the customers’ responsibility to manage their own account.

Thank you for your review, Carol! I am thrilled that you enjoy our products, our customer service, shipping speed, and our website! It is wonderful to hear how beneficial the Webstaurant Plus subscription has been for you with regards to the amount of shipping you are saving! Should you need any assistance with any items or orders, please let our Customer Solutions team know at [email protected]!

When we provide weights of items, these tend to be rough estimates and may also include packaging itself. Typically, if a package is underweight by just a couple pounds, that does not necessarily mean that something is missing. This is why we requested photos of what was received, so that we could confirm a part was missing and to also determine what was missing. Seeing what was received helps us work with the warehouse when trying to resolve situations like this.

Additionally, we do require that customers inspect their package and notify us of any issues within 5 business days. We were not notified until 8 months after this order delivered, so there is no way for us to prove to the manufacturer that this arrived missing a piece instead of being delivered and a piece misplaced. This also means that we are not able to receive compensation from the manufacturer for this issue due to the significant amount of time that passed.
Because we were going to make an exception and ship the missing part prior to being notified that we do not have the part, we will make a one-time exception and reship or refund the customer for this product. The Customer Solutions Team will reach out to Brett regarding this via email. This exception will not be made in the future, as being notified 8 months after delivery is too long for us to offer any compensation.

Thank you for your review, Brandon! I am sorry to hear about your VacMaster unit not working properly. Because we are only a distributor, we do not hold title to any warranties. All warranties are provided through the manufacturer, which is why we were advising that this go through VacMaster directly. I do see that you spoke to one of our Team Leaders in customer service, and that she had offered to return for a full refund but that you chose to go through the manufacturer under the warranty instead. If you need further assistance, please reach out to ***.

Thank you for your review! I am sorry about the difficulty in receiving this shipment. We have 3 types of delivery services for common carrier shipments. Standard common carrier delivery is a curbside delivery in which customers are responsible for taking the product off the truck and inside. Common carrier with liftgate is a similar delivery style, only there is a platform on the truck to lower it to the ground. The customer is still responsible to take the product inside. If customers need the shipment taken inside and unpacked, this would be the White Glove delivery service, which is a more expensive delivery. Because the White Glove was not chosen at the time of checkout, the driver of the original delivery would not be authorized to take the product off the truck for liability reasons. It does appear that this has since been delivered once we were able to authorize White Glove delivery. Should you need further assistance, please reach out to us at ***.

When customers reach out to us with a unit that is not working properly, we may first try to determine what is going on with the unit and see if it is something that we can troubleshoot. Under this warranty, if we cannot troubleshoot a product and get it working, we will absolutely either refund our customers or reship a new unit to them. We may also ask how the unit is being used, as sometimes we discover that customers are not following instructions that are outlined on our website. We take defective items seriously, and when a customer believes they received a faulty unit, we may need the serial number off of that product. We do not intentionally send faulty items, but recognize that sometimes a product may arrive and not work properly. At that time, we will try to get more information about the use of the product and get any relevant information with regard to the warranty. We did understand that *** contacted us initially to return the unit, however it took multiple attempts for us to receive the information necessary.

One error we did make was not recognizing that when *** sent us the information requested, that we were asking for information that is not on the unit. We asked for a Serial Number, which this unit does not have. These blenders have a “Date Code” instead. We recently asked for this information (the Date Code) again but it was not provided to us. It is located under the Voltage and Wattage, and is typically the last line on the label on the back of the unit.

While it is possible this unit is defective, it is also possible that this issue is due to user error. *** told us that the problem is that it will not blend the frozen products that *** is trying to blend, and that food residue remains on the inside. This product is not designed to work with frozen food, and this is stated on our website. Food has to at least be partially thawed in order for this to work. Using frozen food/fruits/vegetables can damage the product and doing so also voids the warranty. This information is listed directly on the item’s page under the Customer Q&A Section here: ***l.

We take responsibility when we make a mistake and work to resolve issues under warranty, and in return we ask that customers be responsible for making sure they use the products as they are intended and follow the instructions outlined. Because this may appear to be user error, and the warranty would be void due to using frozen foods, we would not be under any obligation to refund *** or send a replacement. However, we are making a one-time exception because of miscommunication on our end and we have issued a full refund for this product. *** should see this on the bank statement in 2-3 business days, and the product does not need to be returned. We would not be able to make this exception in the future if the product is not used properly.

Thank you for your review, Chris! I am sorry to hear that your dishwasher arrived damaged. With common carrier deliveries, it is very important to inspect the delivery before signing the delivery receipt. The delivery receipt is considered a legally binding document. Upon signing, the person receiving the order is indicating that all items received are in good condition. If damage is reported after a delivery receipt is signed, the carrier will assume that this happened after delivery and will rarely offer any type of compensation. We would do everything we can to aid in this process and will even file a claim for you. However, we cannot guarantee that we would be able to fully or even partially recover compensation for concealed damages. I am unable to see the order that you are referring to as I was unable to find your order. If you can please email the information to *** we would be happy to look into this further for you.

Thank you for your review, Emily! I am sorry that you did not have a positive experience with us. Typically, for items that we do not stock, we may need to reach out to the manufacturer to get information or resolve any issues. If our website is incorrect or provides wrong information, we do what we can to make this right for customers. I am unable to find the order for this purchase that you made and do not see an order based on your email address. If you can send the information to ***, we would be happy to look into this for you!

Thank you for your review! I am sorry to hear that your freezer stopped working and that you are having difficulty in getting this resolved under the warranty. Because warranties are through the manufacturer, and not Webstaurant Store directly, we have to work with the manufacturer in order to get this serviced under warranty. I apologize, I was unable to find the order for this freezer using your business name or email address. If you can please email the order number or email address used to place the order to ***, we would be happy to look into this for you!

We will not need the 6 mugs returned since Andrea is not close to a *** shipping center. She can keep the 6 mugs at no cost and the refund for the remainder of the order ($70.76) has been issued. She should see the total amount of her order ($357.81 between the two credits) on her statement in 2-3 business days depending on the bank.

When customers contact us regarding a defective product, all we need to do is simply confirm an order was placed with us, but have been unsuccessful with the info provided up to now. In order for us to prove to the manufacturer that this product was purchased from us, and in order to resolve the issue under warranty, we must be able to locate the order on which this was placed. Without this information, we are unable to verify the warranty and prove that this was purchased from us.

We appreciate the information that has been provided, however the name of the gift giver does not provide us with enough information to locate the order. We can try finding the order through customer email addresses, billing/shipping addresses, phone numbers, as well as the last 4 digits of the credit card used for the purchase, however we have not been given this information. Once we receive this information, and once we are able to locate the order for this popcorn machine, we will be happy to verify that the warranty is still valid and take care of that issue. This could be a new switch or a whole new product. We are more than willing to resolve this issue, but we need to be able to verify the order and warranty, first. We are a distributor of products, and are not the manufacturer, so we do not take title to the warranties. Because of this, we do not record serial numbers when products are shipped, and we are unable to locate orders using that serial number.

We have requested that the gift giver call us so that we can use their information to try and locate this order, however they have not yet contacted us. We understand that the receipt cannot be found. We can try finding the order through the other information provided above. Warranty issues get resolved through the order that was placed on webstaurantstore.com. If we cannot locate the order and verify the warranty, we cannot resolve a warranty issue. The moment we get the information necessary to locate the order, so long as this is still under warranty, we will be happy to resolve this.

We were able to locate the order using the address that was provided. We were able to verify the warranty and can have a new switch shipped to replace the defective switch. This should allow the popcorn machine to work properly. We are reaching out to *** via email in order to make the arrangements.