WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
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I ordered a new toaster on 07/02/2018 and received it on 07/06/2018 after hours.
On 07/07/2018 we set it up to find out it was only toasting one side of bread so we had to put toast through tow times to get both sides toasted. On 07/09/2018 I had live chat with sam explaining the problem she asked me to send a video. I took video but it would not send because it was to long. 07/10/2018 live chat again and was told to plug into a different outlet-did this and had same results. 07/10/2018 sent text on their "ask another question" button and was told to send pictures of serial #-did this. 07/20/2018 was told they were sending a new toaster. 07/30/2018 received and set up toaster it worked for 1-day the next day the conveyor stopped working and was not pulling toast through. Had to set 1st toaster sent to us back up and send bread through twice again. 07/31/2018 e-mailed again to let them know I would be sending the 2nd toaster back and keeping the 1st one until they could get me another one. was told to send 1st one back and keep 2nd one and they would let me know how to repair 2nd one. 07/02/2018 I was sent instructions on how to take apart and repair toaster-cut my arm trying to do this. NOTE: The toaster is under a 1-yr warranty and the cost was $379.00 I should not have had to try to repair
When customers reach out to us regarding products that may be defective, we will first try to understand what the issue is. We have in-house experts that we consult with regarding warranties. In order to work with manufacturers under warranty, we may need videos or photos to show what is happening in order to prove that a unit is defective.
This product has a Limited Warranty, as seen in the manual, which means we may try to troubleshoot the issue first. If troubleshooting the problem does not work, or if the issue cannot be addressed, we can then replace/refund the unit under warranty. This is why we also had the first unit tested on another outlet, in order to make sure the outlet was not the issue. For the second toaster, it sounded as though the conveyor chain may have been off or a screw may need to be adjusted.
The troubleshooting tips will usually not result in customers cutting themselves, or else we would not have customers try the tips that we provide. We do not want customers to injure themselves, and we were sorry to hear of this happening. Because of the extent of the issues that have occurred with these units, at this time we will still bring the first defective unit back for a refund. Once that first unit is received back at our warehouse, we will issue a full refund for the order. Because the customer was cut on the second unit, we will not need that one returned due to the potential for blood to have been in the unit. That unit can be discarded.
If there are any warranty questions, please let us know. Once we receive the original toaster (the one that was only toasting one side of the bread), the customer will be credited in full under the warranty.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
The worst customer service ever and products are terrible and cheap.
It is impossible to return defective products. I bought a defective product that stopped working within months of light use.
Thank you for your review, Chloe! I am sorry that your Waring unit stopped working after a few months. It appears that this product had been scheduled for pickup and we tried to confirm this via phone on 8/17 and left a voicemail and we were waiting on a response. If this has not been picked up yet, please reach out to us at *** so we can continue to assist you.
Won’t do business again when you get charged for a restocking fee and they have the highest shipping charges
Thank you for your review, Eduard! I am sorry to hear that you needed to return a product. 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. Additionally, we do not include any shipping cost into the price of our items as other companies may do, so we do put the shipping on at the end in the shopping cart. It is our hope that our low item prices keep us competitive, even when shipping is added. I do see that we were able to set the return up for you with the manufacturer. If you have any further questions, please feel free to email *** and we will be happy to answer them.
I made a purchase on July 15th by mistake and shortly thereafter, sent an email to webstaurant customer service team before the item shipped. I emailed and called to cancel the order and was under the impression it was completed. I cancelled my order because my spouse ordered the items already and I did not know. I realized the order continued to go through when a few days later I received the tracking numbers. I called the shipper to refuse the shipment as clearly, webstaurant.com customer service was useless. The shipper told me that I must wait for the shipment to arrive in order to refuse it. I was not home when the shipment came and it was left on my porch. Today, I got on chat (so that I had a record of the conversation) and I asked to process a return. I explained to the agent what happened and she said she could only offer me a return if I agree to pay a 20% restocking fee (versus the 30% originally she wanted to charge) and the return shipping charges. This is no where on the webstaurant.com site that a 30% restocking fee would be incurred on my entire order. I didnt order large bulky items- I ordered a water jug, food warmers, platters etc.
I explained to the agent that, as a consumer we make mistakes but I shouldnt be penalized for shopping on your guys site and cancelling an order shortly after ordering. The agent advised that I sell the items on ebay if I did not like her offer. She also stated that she was confident that "this is the resolution anyone in [your] company is able to offer". This is totally unacceptable and feels fraudulent- to not allow a customer to cancel an order BEFORE the item even ships and then to try to make an extra 30% just because. I should not be held accountable for the lack of customer service, if an order is cancelled it should be honored. Your website doesnt state anything about a 30% restocking fee or cancellations. I spent 1 hour going back and forth via chat and I am very dissatified. My other complaint, is that the agent didnt even care to verfiy the cancellation- she just said no. It shouldnt event come to me filing a complaint on Revdex.com. Simply take care of your customers who support your business and build loyalty with customers who've been loyal to your business.
When customers place an order on our website, we are not able to guarantee that an order can be canceled once it has been placed. We did not receive the cancellation request via email, nor is there any record of a phone call requesting cancellation, and therefore the order had been shipped by the time Ashley reached out via live chat, which was also one week after the order had already been shipped and delivered. The order was placed on 7/15, shipped on 7/17, and delivered on 7/18. The first contact we received was the live chat on 7/26. We work to respond to emails within 24 hours. If customers do not receive a reply within 24 hours, it is suggested that they follow up with us. We also record all of our calls for quality assurance, and there is no record of a phone call from Ashley. Information on canceling an order can be seen here:
https://www.webstaurantstore.com/policies.html. We had also asked for a copy of the email or a screenshot of it, however this was not supplied.
We understand mistakes happen, and that is why we had offered to make a one-time exception and lower the restocking fee to 20%. This information is listed on our website at the link above as well. It is also available during the checkout. This is not an upcharge, as we do not charge the credit card. The restocking fee and return shipping are deducted from the refund.
When customers proceed to the checkout, beside the shipping total there is a paragraph that states “By placing your order, you have read and agree to WebstaurantStore’s Returns Policy & Shipping Policy.” The link is provided for each of those policy pages as a hyperlink, and it is the customer’s responsibility to make sure they read that information. We take responsibility for orders in which we make a mistake, and in return we ask that customers be responsible for their orders and make sure they read the information on our website. 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.
Offering to lower the restocking to 20% was already an exception for this return, as we state the return process multiple places on the website and during checkout. If Ashley still wants to return this order, she can contact us at [email protected] with her order number and as long as the items are unused and in the original packaging we will make another exception and waive the restocking fee. This exception would not be made in the future, and she will still be responsible for the return shipping of this return. The order will be noted that if she contacts us to return this order, the restocking should be waived as a big exception. If there are any questions, please feel free to reach out to us. Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been involved with this company for about four years and never had a problem until I bought an adapter for my faucet. I had previously bought an adapter from another company but one end was too big. I emailed (with pictures) showing they sent me the wrong size adapter. At least one side should have been a 3/4-14 UNS Male but both ends were too small for my faucet/hose (3/4-14 UNS Male x 5/8-27 UNS Female). Customer service said they spoke to the manufacturer and they said it was the correct part. The package said it is the correct adapter but the adapter itself was entirely too small. I ended up buying another adapter (3/4-14 UNS Male x 5/8-27 UNS Female) from another company and it fit my faucet perfectly. *** customer service said they could only give me a refund for their adapter as sending it back would have been more costly for me since shipping cost more than the adapter (that's a restocking fee plus shipping). For me??? What???? They refused to give me both the cost of the adapter and shipping. Customer service said it was part of their policy not to refund shipping since I ordered the wrong adapter. Once again, I didn't order the wrong adapter, they sent me the wrong adapter. I compared the correct one with the one they sent and resent another email with three pictures attached. Nothing! I vowed never to do business with them again so I used the refund to purchase merchandise which cost me even MORE money. Should have just let them have the $9.49
When customers contact us stating they believe they received something different than what was ordered, we will first reach out to the manufacturer if the order shipped to the customer from the manufacturer directly, which is the case for this order. *** confirmed the thread and dimensions based on the photos we received from Belinda. We did research on our own as well, to see how threading is calculated in order to determine if the correct part was sent or not.
Determining thread measurements is a complicated calculation, and is one that requires tools such as a caliper. The ¾ -14 means that there will be 14 threads per inch, and 5/8-27 means there will be 27 threads per inch. This calculation is determined by the diameter of the piece with the threads. Some brands will use the outside diameter, while others use the inside diameter. This can cause products to have the same thread but be a different size. The diameter of this is important when determining if a piece will fit a pipe or not. We list the diameter on the item page here: *** , so customers will need to use that dimension to make sure it fits.
Because of how complicated measuring threading can be, it is recommended that customers check with their plumber or a professional to make sure the part will fit, as professionals need to be the ones installing these items/parts. Additionally, *** parts are brand-specific, meaning they are not guaranteed to fit on items that are not produced by T&S Brass. In the photo we received of the pipe Belinda has, it can be seen that the pipe/faucet is not a *** piece. Therefore, we would not be able to guarantee the fit. This would cause a return to be standard, since the piece shipped is the piece that was ordered. Information on returns, including our restocking and return shipping fees, can be found on our website here: ***
We have already made an exception by refunding the price of the item in store credit, when this has been determined to be the correct item by the manufacturer. In order to resolve this, we will make one more exception and refund the $19.77 shipping amount to the original form of payment. This refund will complete a refund for the whole order, as the store credit for the item had already been issued and used. This type of exception will not be made in the future, as we list all of the dimensions right on the item’s details page.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me. And maybe the explanation of "these parts only fit their equipment and that these are not nominal sizes" should be added to the website. I used to be a machinist for 6 years and used to make pipe threads so I wouldn't automatically assume their parts were not nominal sizes. Thank you so much for your action in this case. I did get my money back. But it's a shame I had to use these measures in order to get it back.
Regards
I ordered a shelving unit from this company on 6/27/18. The item arrived damaged and missing parts. I contacted the company about the damage and asked them for a discount or a replacement shelf. I sent them pictures of the damage. The first email reply from the company said they would ship out the replacement shelf. One month later I still have not received the shelf or the parts. I have tried on several occasions to contact the company by email and no one will respond. I would like either a $15 credit back to my card for the damages (the cost of 1 of the 4 shelfs) or a replacement shelf and the black pieces that hold ALL the shelfs in place. The box arrived totally destroyed and the black retainers were not in the box.
We did receive the email from *** on 6/26 and worked with *** regarding a resolution as it had appeared that he would not be needing the product if we could not get the replacement pieces to him by the following Monday or Tuesday for a job he was completing. We heard from *** on 7/4 that he would still prefer a reshipment or a refund for the damaged shelf, as well as a reshipment of the split sleeves that were missing from the order.
On 7/5, we responded to *** that we can absolutely take care of this and asked which resolution he would prefer: a Refund or a reshipment for the shelf. We just want to get clarification as to which resolution our customers prefer so that we can take care of them properly. *** contacted us properly when he saw the damaged/missing items, it just appears there was miscommunication as we did not receive the follow up emails he sent in reply to our email on 7/5 asking for the preferred resolution. We encourage customers that if they do not get replies from us via email that they reach out via Live Chat for immediate assistance, as we make it a goal to respond to every email within 1 business day.
Seeing that *** would prefer a reshipment, we will have the shelf and split sleeves shipped to *** as soon as possible so that he can use the shelving unit. We do not need the damaged shelf back, it can be discarded. Once they have been shipped (about one business day for processing) we will send him an email with the tracking information. If there are any questions, please do not hesitate to contact us.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
DO NOT DO BUSINESS WITH THIS SITE! HORRIBLE quality materials!! I ordered 2 different sized cups and they did NOT COME AT ALL AS DESCRIBED! Even with different item numbers! Therefore, I thought they had shipped the wrong cups and it's an easy fix. Well, the customer service representative was helpless and she got an attitude with me because I was upset at this issue. These cups are for my WEDDING in TWO WEEKS! I have every reason to be upset! She does not! She's just upset she had to hear someone complain, I wasn't even nasty to her. She proceeds to tell me that those ARE the correct cups but I ordered in cases and sometimes they use the 20/pack sleeves of cups to make a case. The item was described on the site as Clear HARD Plastic Cups. The item that arrived just said CLEAR PLASTIC CUPS! they were NOT hard at all! They are flexible. They are "hard" until you apply the lightest bit of pressure and BOOM! it shatters! HORRIBLE! They wanted to charge $35 to ship it back and a 30% restocking fee. So it would cost me $60 to give back cups that were NEVER PROPERLY DESCRIBED. Then they have the NERVE to tell me they have the "better" quality cups for additional charge, I can pay the $60 to return these cups AND PAY MORE FOR THE BETTER CUPS! WHAT A JOKE!!! AS IF I WOULD HAND YOU GUYS ANOTHER DOLLAR! If the item had an ACCURATE DESCRIPTION, I would have ordered the correct ones off rip. These cups I could have found at Costco and BJs. The rep told me they gave me the "best" rate for them and I would have paid more at any retailer store. I paid $130 for 2,000 cups. At Costco, it would have been $80. They LIE to you, just to cover themselves. These people have NO SHAME! SO happy I didn't order everything I needed all at once. All my other orders have been cancelled. NEVER AGAIN!
Thank you for your review, Lilly! I am sorry that these cups were not what you were looking for. These tumblers are made of polystyrene which is a hard plastic. Because these are disposables, they will have a small amount of flexibility. If you have any questions about products in the future, we would encourage you to contact our customer solutions team prior to placing an order so that we can help find products that are more suitable to your needs.
Pathetic company. took 2 months to deliver coolers that should have been delivered 4-5 weeks.
Thank you for your review, Sal. I was unable to locate your order with the email address provided but greatly apologize for the delay in getting your coolers to you. I understand it is not ideal to have delays and we do put focus on getting shipments to our customers as quickly as possible. If this is still an ongoing issue, please contact us at *** and we'd be happy to help.
Orders a deep fryer and it came with a broken leg, They asked for pictures I sent six times, Say they never got.
Worst customer service ever. Do not buy from them.
When a customer notifies us of a product being damaged, we will first request photos of the damage for our records. The photos are needed in order to file a claim with the carrier used for the shipment, so that we can receive compensation from the carrier and either refund our customer or reship the product to the customer.
When *** contacted us about the damaged leg on his fryer, we requested the photos. We received multiple emails from ***, however the photos did not come through right away. The photos have come through since then, and we are shipping *** another fryer. We are not returning the damaged fryer.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered a commercial microwave unit for the church and as soon as it arrived I tested it by heating 8oz cup of water. The unit started buzzing as soon as I plugged it to the power source and never stopped, and the cup of water took a whole 4 minutes to boil. When I called the customer service they stated they do not accept returns and are not responsible, after going back and forth they said the only thing they can do is do a replacement and even the replacement could not be guaranteed to work.
Thank you for your review, Charles. I apologize that your microwave wasn't working properly upon arrival. I was able to locate your order and do see that we have provided you with a full refund for the item. Please reach back out to us at [email protected] if there's anything else we can do to help.
Items were unacceptable-not as described at all, but they wanted to charge a 30% restocking fee. If they were near what they described would be no need to be returned. Be aware of this policy before purchase.
Thank you for your review, Kristen. I'm sorry to hear that you weren't satisfied with your recent order. While we do charge a restocking fee for standard returns, if an item was misrepresented, we would take care of that for you by asking for photos of what was received and then work toward a resolution. I was unable to find the order you're referring to, but would like to look into this further with you. Please reach back out to us at ***.
The worst experience EVER
Bought an *** sandwich refrigerator for my restaurant in November 2017, keeps breaking down, can not hold temperature, under warranty for a year, they tried to fix it 3 times with different technicians but failed, can not operate without it, had to buy another brand and they are refusing to refund my purchase. Was told by one of their chosen technicians that this particular *** model has many problems in many other restaurants and there was nothing he could do and when I informed them of this statement *** of *** for the *** refrigerators said that they will stop using this specific technician, what a joke! They will not stand behind the products they sell you. I am opening another similar restaurant and WILL NEVER again purchase any restaurant equipment from WebstaurantStore. Please be aware of this company.
This is in response to the above claim. The Webstaurant does not service or hold the manufacture's warranty for this item and therefore any determination of defect must be made by the manufacturer's preferred technician. If a technician can repair the unit, they will make the necessary repairs to get the item up and running to normal function, if not they will recommend a replacement or refund. After looking over the manufacturer's attempts to resolve this issue, we have determined to agree to the customer's preferred resolution of refund. However, the manufacturer let us know they do not want the item in question returned, and since the WebstaurantStore does not sell used items, we will not be requesting this back. The customer may discard of this unit since they purchased a different unit. The refund for the customer was issued 7/3/2018.
I've placed a couple of orders and everything had gone as expected. My latest order has been a disaster. I ordered 5 large umbrellas on June 6th. I was out of town and asked my operations manager on June 16th if they had arrived yet. She said no. So I get online to check it out and it doesn't appear that they had shipped yet. Mind you I needed these in a hurry. So I contact them and they advised that these ship straight from the manufacturer and the pole color I chose is on backorder. That part would be fine with me if somewhere on there site it would have said that. It said nothing about anything being backordered and it makes me wonder if I hadn't followed up if they ever would have let me know. They offered another color that they could get out right away and I told them to do it. I send an email yesterday, as I was told it would be shipping out, requesting confirmation on shipping and a tracking number. I don't hear back from them until this morning saying that they were waiting on my confirmation to ship and they would go out Monday-5 days later. I was very clear in the email to ship them immediately and if they couldn't to cancel them. I cannot stress the level of disappointment with this company and will not do business with them again.
Thank you for your review, Chris. I apologize that your most experience with us was not as positive as it should have been. I was able to locate your order and can understand how frustrating this must have been while getting ready to open a new restaurant. The umbrellas are currently back ordered and I am sorry for our mistake in not being aware of this right when your order was placed as this is out of the norm for us. I was able to see that at this time all of the items have been received. If you have any additional questions or concerns, please contact us at [email protected]. I hope you will give us another chance in the future.
This company is by far the worst!!! Please DO NOT ORDER from them. From the moment I received some of my order things have been horrible!!! They sent me the wrong order from the start. Then I had to interrupt my day to send it back. Along with pictures of what I really got. On top of that, part of my order clearly said that i'd be shipped in two weeks. Want be shipped until July 31 and it was ordered May 30. I keep receiving updates on my dates being changed for my order! Man..i'm so hot right now. The longest part of my order said 6wks which should be the Middle of July has been pushed to July 31. I'm sure that day will be changed too, dealing with this company!!! All I can say is i'll NEVER shop with them again!! And they need to put some kinda system together, if they want to keep the business that they do have!!!
Thank you for your review, Nakeisha. I am so sorry for our mistake in sending the incorrect item and for the delays in receiving your shipment. The reason we requested the photo of the incorrect item received was so we could confirm our current stock, determine if we would need the item return and make sure we sent the correct one out the second time. Rosalie has been working diligently with our shipments team in order to get the remainder of your order to you as quickly as possible. I apologize for the delay and do hope that you will give us another try in the future as this is something that is out of the ordinary for us.
The other recent reviews speak for themselves. I've only being doing business with them since January, but whatever is going on there is a severe decline in customer service over the last couple of months. I've had multiple shipments from them with damaged glassware. The past two were damaged severely enough to completely shatter several glasses and scratch others in the box. They only were willing to credit for the completely damaged glasses and didn't care that one box every single glass (all 36) had been covered with shards of glass and scratched. I was literally told by customer service that I should shop elsewhere if I wanted to avoid damage. The business didn't even try and mitigate damage. The boxes shipped had little (and deflated) packaging material included in the boxes. It wasn't rocket science as to why the glasses shattered. It's disappointing on many levels. They were a good supplier while they lasted, but at this point would not recommend...or buyer beware.
Thank you for your review, Joanne. I am sorry that some of your recent orders arrived with broken glassware that then caused scratches to the others. Our warehouses do package each shipment with care to ensure that your items arrive intact and undamaged. However, there is still a small chance of accidents occurring in transit. We hope that you will continue to order from us and help us to improve our packaging. If you have a registered account with us and are willing to upload photos of the packaging and provide us with a review on the condition of them, what we can do is pass these along to our warehouse. By tracking these trends, we are able to enhance our packaging in order to ensure you're receiving your products in pristine condition.
In order to provide us with a packaging review, you can log into your registered account and in the upper right hand corner of our site, click "Joanne's Account" which will take you to the Account Dashboard. Once there, you will see your recent orders and a link to click "Review Packaging."
I hope you will give us another try in the future!
They sold me a defective faucet which parts don't match, missing parts, and doesn't come with user manual.
So I requested a return, but they found out tons of unreasonable questions/reasons to refuse/delay the return.
Hello,
The faucet has not been proven to be defective, but did have missing parts from the shipment. It appears that the missing part that was discussed on 6/11 via our online chat was not shipped out as promised, so we will offer a free return for the unit. As long as it is unused and in the original packaging, it will be refunded in full once received and inspected in our warehouse.
Please note that this manufacturer does not offer step by step installation instructions for their faucets. Our website does specsheets of the proper location of parts on the faucet and the warranty states that the product must be installed by a professional plumber.
The return information will be emailed to you with a return label to have the faucet returned. Please let us know if you have any other questions.
Andrew SCustomer Solutions Team LeaderWebstaurant Store
Customer service is rather horrible, previous orders were not shipped in a timely manner, and my last order went to the billing address instead of shipping address. The order was modified before it was finalized and not all modifications were recognized by their online system. Their representitives wouldn't even help me arrange to reship the packages to the proper address on their corprate FedEx account, forcing me to pay considerably more to arrange my own reshipment. I will never purchase from them again .
Thank you for your review, Kevin. I am sorry to hear that your experience was not as positive as it should have been while working with our Customer Solutions department and we didn't get your items to you as timely as you were hoping for. I was able to locate your order and see that the billing and shipping addresses that were entered when the order was placed, were the same. Because the items were shipped to the address on the order, we would not cover the cost to have them re-routed. We hope you will give us another chance in the future.
Bought a lot of stuff from these guys. I bought some pasta baskets, they charge a 20% restocking fee and shipping to return them. They are still in the original package. $30,00 to put them back on the shelf? Thats after I pay to ship them back. I bought a 99.00 toaster and that didnt work either. It was really difficult to return it. Im done with these guys. I own 5 restaurants and have been in the business 38 years
Thank you for your review, Mark. I apologize that you didn't have a positive experience with us. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you do choose to purchase from us in the future and have questions about an item prior to purchasing, please reach out to us via our live chat or email and we can answer any questions that you may have to ensure you're buying the item you're wanting.
Ordered four barstools on June 1st. Charged $52 for shipping via Ontrack. Boxes were opened and damaged. No shipping invoice or assembly instructions. Poor customer service by shipper and Ontrack. Will never purchase from this company again. What a scam.
Thank you for your review, Dawn. I am so sorry to hear that the boxes your bar stools arrived in were in poor condition. If you have a registered account with us, I would encourage you to leave a packaging review with a description of the condition they arrived in as well as photos. By receiving this feedback we are able to make adjustments to our packaging as needed. To leave a review, you would need to be logged into your account, click your account in the upper right hand corner of our site and then select recent orders on your account dashboard. In regards to the shipping invoice, we do not include these automatically but you do have the option to include a packing slip if you mark the checkbox on the "Order has been received" page. The assembly instructions are not something we are able to send via mail but if available, they will be located along the right hand side of the item's page. As an e-commerce company, we try to be as environmentally friendly which is why we do not include paper copies with our items. Please let us know if you have any additional questions or concerns by reaching out to us at ***.
We bought a grill with a built in refrigerator below it. This was 3 weeks ago. They won't return or replace it! We have to go through the manufacturer to get REPAIRS done. We don't want a unit that may get repaired some day! We are operating a restaurant right now! We need the unit to work, now! We want a new unit. That's why we bought a NEW unit. If we wanted to take a risk on a repaired unit, that may or may not need service and may or may not work sometimes, we would have bought something used or refurbished. Manufacturer repair guys said they'd come out in 8 days!!!!!
I've never dealt with any company personally or professionally where if they sell you a defective item, they won't take it back for AT LEAST 30 days. Good luck if you buy from them!
Thank you for taking the time to provide us with a review, Michael. I greatly apologize that your unit is not working properly. I am sure this item is essential to the operation of your restaurant and we want to ensure you have a fully functioning unit as soon as possible. All of the items that are purchased on our website are backed through the manufacturer’s warranties. I know this item was not working properly shortly after it arrived but the reason we need to work with the service technician is that it is going to be a much quicker resolution than reshipping. If the service technician does deem the unit defective after servicing it, we would be able to move forward with a reshipment or a refund for the item. However, if the unit can be repaired, this will be the fastest way to ensure you have a working unit. Please let us know if there's anything we can do to further help with the warranty process.