ComplaintsforHotel Supply Warehouse, Inc.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around 7/20/2024 I purchased from a website webfoodstore.com ( billing appeared in paypal.com as Hotel Supply Warehouse, ***************, **. I purchased 10 bars of bath soap Clearly Natural Brand unscented Today 7/27/2024 I received from Webfoodstore.com, ************************************************************************* a 8 fl. oz bottle of T.N. *********** Witch *****. Not what I paid for. I purchased 10 bars of soap brand is Clearly Natural-unscented=19.30+ ***** tax & shipping total of ***** order number WFS14140 *** tracking number-************-**************, but the tracking number on the package is92612903029009065210023665, this tracking number has been placed over another tracking number slip. The actual package was delivered to my mailbox by the United ********************** stating package had been delivered.

  Customer response

  08/08/2024

  I received my order later tonight, so you may close this case and no further action on your part is required.

  Thank you

  *******************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order #********* Placed on Apr 14, 2024, 7:31:56 AM ***************************************************** Left in storage unit. ***************** not requested. (we don't have a storage unit)Order# SO-****** In summation: >I purchased a few frozen food items >The products were mis delivered to another building by ***** and never redirected to my address ***** tracking # ******* ************ >I sent photos via email from my email show casing what it looks like when product looks like when properly delivered to my address on an email between my self to the company >The packages were found substantially damaged in another building that another neighbor brought over emptied > *********** was contacted with the information and they stated to have filed a claim A claim number was requested and they could not provide it Upon a call to ***** I was told there wasnt any claims filed on the packages It is merchant responsibility to file a claim with carrier and resolve issue with buyer however merchant did not do any such and in fact at one point told me to stop calling them, how **** and arrogant! They lied about filing a claim and couldn't provide any such proof.A police report was filed as well and sent to them Uniform Commercial Code Risk of Loss Generally, the risk of loss stays with the seller until delivery.[154] It will be the sellers problem if the goods are damaged or stolen before the risk of loss transfers to the buyer. If the seller has breached the contract, however, and the buyer has rightfully rejected the goods, then the risk of loss remains with the seller after delivery.[155]"************************************************ click Risk of Loss and read Youre opening yourself up to a lawsuit on the merits of just breach of contract.They did not respond to any emails of me asking for their administration or legal compartments. This is verbatim definition of fraud. REFUND the transaction in Completion! I study law.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Charging my cash app . I have not purchased anything from them never even been to there website . Scammers

• Initial Complaint

  11/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered on 9/25, at which point the website said that it shipped in 1-3 days (still says that at present, I should note).On 9/26, I received notice that it wouldn't ship until 10/2, which was after the event I needed the product for.An hour later, I responded that that date didn't work for my needs, and requested that the order be canceled.A day later, when they had not responded, I repeated the same message and request.When the product arrived, I refused it. After multiple requests for a refund, I was refunded less than half the cost.

  Business response

  12/01/2023

  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by *************************** regarding order number ********* and provide a comprehensive response to the filed complaint.

  
  Order Details:
  Order Number: *********
  Customer Name: *************************;
  Cancellation Request: 9/26/23 at 3:54 PM
  Shipment Date: 9/27/23

  
  Upon receiving the cancellation request on 9/26/23, we promptly engaged our internal processes to halt the shipment.  However, the merchandise had already progressed in the shipping process and was prepared for dispatch, leading to the inability to intercept the shipment before it was picked from our warehouse on 9/27/23 via ******* Express freight.

  
  Policy Citations:  Our company's terms and conditions, available at ************************************************ our cancellation procedures, including the acknowledgment of cancellation requests by our procurement department and the associated fees incurred if items have already entered the shipping process.  See cancellation policy on page 7 of the attachment HRS Terms & Conditions.

  
  Customer Communication:  We communicated internally and with our factory partners immediately upon receipt of the cancellation request to stop the shipment.  Our records reflect the proactive measures taken upon receipt of the customer's request.

  
  Resolution Offer:  While the circumstances surrounding this order led to the application of standard restocking and return shipping fees, we remain committed to customer satisfaction.

  
  Contact Information:  For further communication or clarification, please feel free to reach out to our customer service team at ************ or **********************************.

  
  Closing Statement:  We value the BBB's role in ensuring fair resolutions and appreciate your attention to this matter.  Our company remains committed to transparent operations and resolving customer concerns promptly.
  

   

  
  Sincerely,

  
  Carrie *****
  Customer Support Manager
  **********************

   

  Customer response

  12/10/2023

   
  Complaint: 20911587
  
  I am rejecting this response because:
  

  Supplier argues that they were unable to cancel the order because it had already shipped on 9/27/23.  My reason for cancelation was specifically because the supplier notified me that the order would not ship before October 2, 2 days after my need.  Had the supplier provided an accurate shipping date, I would have had no need to cancel my order and reorder from a different supplier.  Similarly, had the supplier responded in a more timely manner, the shipment could have been stopped - they state that they received my request to cancel on the 26th, but were unable to stop shipment on the 27th.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a dishwasher stand on November 28th 2022. I was told that it would ship in 3 business days. I am opening a restaurant and needed to install the dishwasher for our building occupancy inspection. Our inspection has been pushed out 2 weeks which is causing opening delays and loss of income. I asked that they cancel the order weeks ago and was advised that they would charge me for canceling. I do not think this is fair as I was advised shipping would be within 3 business days. They are not honoring their delivery, so I should not be charged. Our project has already dealt with the delivery issues, so that is why I confirmed that the item was in stock prior to ordering. I know this may seem small as the cancelation is only 10%, but by principal it should not be charged. I would like a full refund $426.22 or an immediate shipping date.

  Business response

  01/26/2023

  Hello,

  Hotel Restaurant Supply has resolved this matter directly with the customer, *************************  As per our records, on 1/11/23, ************************ confirmed via email that the issue had been resolved to her satisfaction.

  Our company policy does state that there is a 10% cancellation fee, however, as a courtesy, this fee was waived for *************************  A full refund of $426.22 was applied to her original payment method on 12/28/22, and a refund receipt was also emailed to ************************ directly.

  It has come to our attention that a complaint was filed five days after this matter had been resolved in ************************************** favor.  We took all necessary steps to resolve this issue to ************************************** satisfaction, as confirmed in the attached email communication.  We have made every effort to address this matter in a timely and professional manner.

  If we need to provide any additional details, please do not hesitate to let us know.
  
  

  Best Regards,

  ***********************

  Customer Support Manager

  ************

  ********************************** 

   

   

  Customer response

  01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchase order WFS1727 Charged to my Card on 4/6/2022.4/18 still no shipping confirm or tracking information contrary to company commitment. Attached is their Return Statement and shipping commitment taken directly from their website:Returns WFS are not able to accept cancellations or returns on any items at this time and we apologize in advance for any inconvenience this may cause. Refusal of delivery does not commence a return of your order. You will still be liable for the cost of the product.If there is an issue with your order please contact our customer service team. Special Order items are non-returnable.We ship to all 48 contiguous states and *************. We ship to ****** and ****** via ***** 2-*********** only.We can deliver to any physical address, either residential or commercial. We are unable to deliver to P.O. boxes.When your order is ready to ship you will receive an email with tracking information and another once delivered. Temperature controlled items such as refrigerated or frozen are packed with enough dry ice to keep your product at the right temperature until you receive it. Immediately upon receiving your delivery please place in refrigerator or freezer. Note dry ice dissipates during shipping products can shift around.Stocked items typically ship between 1 and 3 business days from the time your order is placed.Specialty items typically ship within 7 business days from the time your order is placed.Special Order items typically take 2-3 weeks before they are available to ship and our customer service team with provide you of this ETA when order is placed.We ship from 14 distribution centers Nationally, ******** being the primary facility. ************** vary however are typically between 1-4 business days. Tracking information will be emailed to you once your order is ready to ship. Please know times listed are estimated and subject to change due to availability and Holidays.

  Business response

  06/05/2022

  This order was delivered.

   

                          ***********************************; U
      SHIP TO:            **** SANTORO         
      FEDEX TRACKING NUMBER:   556387861993     

  Customer response

  06/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this is accurate the item was delivered it was over 2 weeks later than promised and too late for the function they were intended for.  Given that if there was an option to cancel I would have.   
  

  Confirmed April 6
  Past step: On its wayApril 26
  Past step: Out for deliveryApril 25
  Current step: DeliveredApril 26

  Travel History
  Date or Time City & State Status
  Tuesday, April 26, 2022  1:39 PM *********, ** DeliveredLeft at front door. ***************** not requested.
  Monday, April 25, 2022  10:45 PM ******, ** Left ***** origin facility

  ***** days with the promise of Shipping in 5 days is not acceptable.  Yes the order was delivered.

  
  Sincerely,
  
  ***********************

*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. ↩