ComplaintsforChefSupplies.ca

• Initial Complaint

  16/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I recently ordered an item for the sum of $900 plus tax that included free shipping and the promotion of same day shipping (For in Stock Items). The item was shown 'In-Stock and Ships Today'After 2 days and not receiving any shipping information. I reached out and requested shipping information and to see if they intended on honouring the promotion.They refused to honour the promotion claiming a technical issue on that one supplier, I looked at other items from other suppliers all showing the same promotion.On explaining that an inventory or other issue at there end does not change the fact that the promotion was advertised as valid when I ordered the item.The agent went to discuss if a partial credit / refund would be available with a manager.The agent returned and then claimed that the promotion would not be honoured and the purchase price would not be honoured as the items price had just been increased to $1109 the day after my order.The agent then offered me to either pay the new price or pay shipping.When I refused and stated that the item should be free as part of the promotion, they simply cancelled my order.I believe this is false advertising, and underhanded as the item had been advertised on the website for $900 for the past month as an on-sale item.I just ordered the item the day before the price was increased.

  Business response

  06/06/2024

  Hi there, unfortunately the product you ordered had a pricing error and in fact the entire brand had been priced incorrectly. This was rectified on the website so the correct data was properly presented but we unfortunately cannot honour typos. We know this isn't what you'd prefer (who wouldn't want to buy a product at a greatly reduced price!) but when the price is low because of an error, a company ultimately has to protect itself and not sell at a loss. That's why it is in our terms and agreements in situations such as these we reserve the right to not honour such situations as it could be very costly, imagine if we were selling an item for $0.01 by accident. We hope you'll give us another shot, recognizing that this is a typo and not indicative of normal daily operations.

  A snippet from our terms and agreements:

  Errors, Typos and Omissions: We make every effort to ensure that our pricing and product information is accurate. However, in the event of an error, we reserve the right to correct pricing mistakes that occur as a result of typographical errors, or printing mistakes. All prices are subject to change without notice and are limited to stock on hand. From time to time there *** be information on our Web Site or in our catalog that contains typographical errors, inaccuracies, or omissions that *** relate to product descriptions, images, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).

  Customer response

  06/06/2024

   
  Complaint: 21721443
  
  I am rejecting this response because:
  Price change was less than 10% and they still failed to meet the terms of the shipping promotion. 
  

  the item is still listed advertising the shipping promotion that they will not honor. 
  that is false advertising. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Chefs supply been doing false advertisement online for their products, using new models pictures while they do not have any in stock, shipping a totally different item to me, I even double confirm with their team before placing the order, and they lie, they are big fat liar, false information ! False advertisement !Also their customer service team is extremely rude, impatient and giving attitude to customer. The customer service lady ******** even promised a week after product shipped back to their warehouse will be refunded, I have been waiting for a month and they are ignoring my emails and calls. They scam with all kinds of lies and false information and stealing customers money while asking them to return the products without issuing refund !!!

• Initial Complaint

  19/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently went to purchase a commercial sink from this company, as the price was right and shipping was free. They stated 95% of ********* live in free shipping areas for all products.I used my ******* Island address and the company reached out saying there would be extra freight charges worth more than the order. I replied advising them to ship to my house in ******** instead. The company said ******** is a remote location in the country and isn't included in free shipping. I advised them how could the capital city of a province be remote.......? they stated freight would almost be as much as ******* Island.They have cancelled my order and are refusing to honor their free shipping policy.This company has false advertising and is acting fraudulently.

• Initial Complaint

  26/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: July 28, 2023 Amount paid: $2535 Chefsupplies committed to provide an oven, UNOX ********* TOUCH model with all advanced features (e.g. STEAM.Plus, DCC.App, DCC.Stats etc). They sent a product with much lower specs (UNOX ********* GO model). The delivery got delayed (as it was sent to a wrong address, and the packaging was open when I received it on Aug 23). Chef supplies refused to provide refund and arrange logistic to come to collect and package the oven. They insist of having the oven delivered back to manufacturer first with all original packaging. However, the oven was already opened when I received it.Dispute: 1. No resolution reached. Chefsupplies want to ensure the oven is packaged and returned to manufacturer before they provide full refund. 2. I felt cheated by the company, as they promised the TOUCH model, but sent a much lower specs model. ***** the staff also mentioned they do not sell TOUCH model, only GO model available in ******. Chef supplies is misleading consumers.3. Chef supplies have price matching promise published in the website. I have requested them to refund me for the difference of the pricing, compared with two other ******** competitors that sells UNOX GO model at much lower price, as listed below. Chef Supplies is ignoring my request. They are misleading customers.************************************************************************************* *********************************************************************************************************** It is clear to me that chef supplies deliberately post products with higher specs in their website, and cheat consumers by sending over a cheaper model. The company does not take responsibilities, and kept on requesting customer to return the oven to manufacturer before considering refund. I felt consumers, and the manufacturer are the victims of this irresponsibile company. I hope BBB can take action and to ensure there will not be additional victims.

  Business response

  09/11/2023

  We think this complaint is in error as we've already settled this matter with the customer offering them a discount to keep the unit they have. The root of this complaint however is that the customer wanted us to fully refund them before they sent the $2000 merchandise back, and we think that request was unreasonable, we needed to get the merchandise back first before issuing a refund, which is what any store would have done. Additionally, we also offered multiple options to try and resolve this problem for the customer, and they did take us up on one of them:

  1. Keep the wrong product that was sent with a discount [customer took us up on this offer].

  2. We've offered to pick up the wrong product and replace it with the right product at no cost.

  3. We've offered to pick up the wrong product and provide a full refund at no cost.

  We believe this matter is closed but let us know if it isn't and we'll dig in deeper, thanks

• Initial Complaint

  28/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a knife set for my son on September 11. Received it September 14 and opened the package so my son could take a look at them. He wasn't happy with the quality so I contacted Chef Supplies September 15 to ask the process of returning the item. They sent me the return process - I reboxed the knives wrapped them and took them to *********** on September 16. The knives were never used. Chef Supplies responded September 28 to say Hello ******, we've received this back from you but it is opened and used, our return policy is that products must be as new and in the original unopened packaging. My understanding however is you were not happy with the knives, so as a happy medium I wanted to offer you a gift card instead for the full amount of your order so you can go buy another item that you'd prefer. Can you please confirm that compromise works for you? The order came to $316 so I would like the return of my money not a gift card. The knives were repackaged in the original box it came in and it is unreasonable to not open the box and look at the knives prior to deciding whether I should keep them or not. I also returned them immediately and my son never used them.

  Business response

  04/10/2023

  The customer did in fact use the knives, please see attached photos showing examples. In the end however we still offered to refund the customer in full to try and make them happy, but please note our return policy is products must not be used and must be as-new, we merely suggested the gift card as a compromise as we thought that was fair. We trust this matter is resolved?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩