ComplaintsforWebstaurantStore

• Initial Complaint

  08/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order ******** on 08/07/2023 for **** *********** ******* Single Serve Cups - 360/Case (Item number ************)Total Price with Shipping 36.34 Received item quickly but contacted company 08/09/2023 as items have expiration date approximately 1 month from purchase date (photo attached) which is not enough time to consume 360 pieces. Company response is that typical expiration dates on these products are 1-3 months. However, this is not listed on the site where checking out otherwise I would not have purchased I would like to be refunded the full purchase price plus shipping

  Business response

  08/17/2023

  We are sorry to hear that the customer is unable to use the product within the time frame provided. We do provide the information for the customer directly on the item page. The item page can be found here: ****************************************************************************************************

  At the bottom of the page there is a "Customer Q&A" section and it says "Why did I receive this product with a short shelf life?" It is clear in the drop down answer that "This product inherently has a short shelf life, and we do our best to provide as much time remaining as possible. We recommend only purchasing enough of this product to meet the usage you'll have over 1 week's time." 

  While we do have the information directly on the item page for all customers to view prior to purchase, we will make a one-time exception for this customer and issue a refund. We do not need the product returned, and encourage the customer to view all possible information on the website in the future in order to make sure they are properly ordering what they need. Our Customer Solutions team is also readily available to assist with any questions.

  Customer response

  08/18/2023

  [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.]
  
  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. 
  
  Regards,
  
  ***************************************
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order the following:******** **** 12" ************************ Food Processor with Suction Cup Base and #1, #2, #3, #4, and #5 Cones #******* - EA The threads on the handle completely stripped out. We reached out to ********, to no avail. We would like this replaced immediately. This item is not worth even close to what we paid for it. Thank you.

  Business response

  07/14/2023

  We are sorry to hear that this unit has a defect with a stripped screw. While the warranty is not valid for residential customers, we do want to help the customer. If the customer could please provide us with a photo of the issue, and confirm if it is the handle itself or the whole assembly that is affected, we will be glad to assist.

  Customer response

  07/14/2023

  The threads on the handle are stripped.  We had to drill a hole through the handle and put a bolt for a temporary fix, so we could use it.  

  Attached are pictures.

  Complaint: ********
  
  Regards,
  
  *******************************

  Business response

  07/17/2023

  Thank you for providing the photos so that we could see what the issue is. Since the threads on the handle are stripped, we can send out a new handle at no charge so that the stripped handle assembly can be swapped out. The customer will be receiving email confirmations once this is entered and shipped. We do not need the defective handle assembly returned, it can be discarded. Please keep the rest of the unit, as it is just a new handle being sent in order to swap out the defective piece. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Repeat WR customer. Purchased ********* Model ******* Chamber Vacuum Packing Machine on June 11, 2023, Order *********, for $1,293.63. Unit arrived in secure box with plenty of protection. Unpacked, set-up the unit per instructions, used the pump oil provided. Tried unit for first time, worked perfectly. Sealed (3) more items, unplugged the unit (no power switch). I'm retired and run a small sole proprietorship charter fishing business. My guide fee includes vacuum packaging of the seafood for my clients. Returned from my 6/24 fishing trip and tried to use sealer. Sealer working like it did before but when sealing phase began it stopped abruptly and showed an error code of "PF." Unplugged, plugged back in. Hit and held stop button (reset) and unit appeared to be resetting but defaulted to the same LP error code. Tried different outlet, same result. Zero info in manual provided to the error code LP. Nothing on WR Website, nothing on the Web (******).  I initiated chat with WR on 6/24, connected with WR specialist who provided troubleshooting which all resulted in the same error code of LP. WR rep recommended to get an electrician to check the outlet. She set up case number **************. Said she would look into "out of warranty" coverage as unit not in commercial use. Also said someone would get back with me to troubleshoot. Outlet tested and works fine. Nothing else in home malfunctioning. Home 20 yrs old. Electrical system per code. Took sealer to another physical location, same fault code. On 6/25 I was left with no recourse but to buy another sealer from another seller to save clients seafood. Initiated dispute on **** card to pay for another sealer. Sent all this info to WR (email). Reply was they could no longer provide me with any help since I initiated a CC dispute. I replied that I would rescind dispute if we could get some immediate resolution. No reply. I'm simply looking for a full refund for a unusable defective product.

  Business response

  07/03/2023

  We were sorry to hear that the customer's vacuum sealer was not working properly. The customer did try the troubleshooting tips provided. The warranty for this product is only valid if the product is in a commercial environment. The address for this order is zoned as being residential, therefore the warranty is void. The warranty for this product can be found here: *******************************************************************************************. We do want to help the customer, and can offer a one-time exception of a replacement unit. We will not be issuing a full refund for this product, as the warranty would have been for a replacement unit and not a refund. In order for us to provide this resolution, the customer must first drop the credit card dispute. We are unable to assist while a dispute is ongoing. Once we confirm that the dispute has been dropped we will be more than happy to have a new unit shipped to the customer under the warranty. This is the resolution we are able to provide at this time. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order received June 30, 2023 including chrome NSF posts and casters. Discovered 5" casters are wrong type (non-screw-in). Have made same order multiple times in the past. Never received wrong item ever before. Called customer service for help. Sequoia's response was to send me a PDF explaining the casters won't fit the posts. Duh! Thanks for nothing. Stuck with 8 expensive casters and (now) stationary long chrome units. This company is not what it used to be.

  Business response

  07/03/2023

  We are sorry to hear that the posts and casters were not what the customer was hoping they would be. The customer did order the incorrect items, we did not ship them anything that was not ordered. Customers are responsible for their orders and ensuring they are ordering what they need. The item page of the posts states that the post is not compatible with casters in multiple places. The customer will need to purchase "mobile shelving posts" in order for the casters to fit. We will make a one-time exception for this customer and issue a refund for the posts and casters so that the customer can order mobile posts and compatible casters. The best way to see which casters work with the mobile posts is by viewing the "Works with" section on the item page. This will list all compatible products for that item. The customer does not need to return the items they incorrectly ordered. The refund will be issued and the customer should see this on their statement in 3-5 business days.

  Customer response

  07/03/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate their willingness to correct my error without charge- however, I  have discovered the opposite end of the posts will accept the erroneously ordered casters. I  extend my apologies for the inconvenience and negative effects on their business.

  Thank you for your assistance. 

  Regards,
  
  *************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sink from the company. it arrived damaged, but I didn't notice it before the driver left because it was underneath and on a large pallet. Once I inspected further, I noticed significant damage to the underneath. The leg fitting was bent back and torn away from the bottom. I immediately called the driver, he didn't answer or return calls. I immediately reached out to webstore. they refused to replace the sink and offered a 20% discount, which frankly isn't enough for an expensive item that had so much damage to it.

  Business response

  06/29/2023

  We were sorry to hear about the damage to the customer's sink. When the proof of delivery is not noted for damage at the time of delivery we may be limited in the resolutions we can provide. We did offer a 20% refund with a $50 shipping refund. The customer let us know they would like $500 as the refund in order to keep the damaged sink. We reviewed this with the claims team and were able to have that issued for the customer. The refund was issued to the original method of payment on 6/13. There is no further action we can take at this time, and we appreciate the customer working with us on this.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product 5/29/2023. On Thursday June 2nd, I enquired via Email if the product had shipped. The rep told me they were running behind, however, my product would ship "today or tomorrow " and asked if I would like to proceed or cancel my order. Based on the shipping date she told me, I replied "proceed." I didn't receive shipping information either Thursday or Friday as promised. Today, June 5th, I initiated an online chat. I was told my product has STILL not shipped. I asked for a refund of my shipping cost, which was denied. I then asked them to cancel the order and issue a refund, which was also denied. I now have no choice but to source the product elsewhere.

  Business response

  06/09/2023

  We were sorry to hear about the delay of this order. On 6/1, an email was sent to the customer stating that there is higher than normal volume and that processing times are longer than the usual 1-2 business days. WebstaurantStore is not able to guarantee ground delivery dates. We provided an estimated shipping date, and also stated that we could not guarantee that this would deliver by their needed date. We asked the customer how they wished to proceed and were told to keep the order as is. When the customer decided they would like to cancel the order 4 days later, it was already packaged up for shipment and was unable to be canceled. The order shipped and is estimated to deliver on 6/9, per ***** tracking. We do acknowledge the customer's concerns. Because we notified the customer of possible delays, did not guarantee delivery dates, and the order cancellation was not requested in time, we will not be providing the customer with compensation at this time.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I created an account with this website June 4, 2023. I did not order anything from them because I realized they were scamming people for excessive shipping charges. I contacted them by email to request they close this account, and they refused to close my account.

  Business response

  06/09/2023

  We are sorry to hear that the customer is not wishing to place orders at this time. The shipping rates are based on bulk shipping because we are a bulk wholesaler, so the more that is purchased, the better the shipping rates become for each item. The rates are determined based on weight, shipping dimensions, distance, and destination type. It is cheaper for us to ship to a business than it is to ship to a residence. Those are ways the customer could save on shipping. As for the account, the customer registered their email address. We do not keep business accounts, but we do allow customers to register their emails in order to keep all of their orders together, save their shopping carts, etc. It is not something that closes. We do acknowledge the customer's concerns, and apologize that there is nothing further we can provide for the customer at this time.

  Customer response

  06/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I want my account closed with this business.
  
  Regards,
  
  *******************
  

  Business response

  06/20/2023

  WebstaurantStore does not maintain sales accounts. Customers are able to register their email addresses to receive updates and store order history, but we do not have sales accounts. We have checked the customer's registered email, and they should not be receiving automatic emails as they have not subscribed to the email updates. There is nothing further we can provide at this time.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 26, 2023, Order #******** was placed on website webrestaurantstore.com, accepted, and my credit card was charged. My credit card company issued approval and provided an approval number and I communicated it to them. A significant portion of my credit limit was frozen but the charge is eventually supposed to be removed. WebRestaurant then cancelled the order and refused to ship unless I paid via wire transfer.The frozen credit limit prevented shopping with competitors and paying by direct wire strips me of the consumer protection offered by the credit card. Also, by paying with a wire transfer, their policy is that they will never refund my money - only offer a store credit if I have to return an item.When I contacted them, they only provided a vague reason for doing this. Stating that it was due to activity on my account. I have no idea what kind of activity is offending them and they will not respond further.

  Business response

  06/08/2023

  We were sorry to hear about the payment trouble and acknowledge the customer's concerns. WebstaurantStore takes customer security very seriously, and the billing and shipping information for this customer was not matching up properly with the bank information that gets supplied to us when customers place orders. We have been in touch with this customer, and they have been able to place an order using a credit card and that order has been shipped.

  Customer response

  06/10/2023

  [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.]
  
  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 despite some inaccuracies. The payment information was 100% verified by my bank and the business was provided with an approval number. I still have not received a truthful answer as to why they originally refused to ship despite receiving payment. The business did offer a verbal apology which is much appreciated.

  It is regrettable that I had to initiate a complaint with a third party to resolve this but I do appreciate the outcome and the assistance of the Better Business Bureau.

  Regards,
  
  *******************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Webstaurant is using software that easily misguided consumers into accepting overnight shipping fees for ground service. And they are taxing on shipping. I purchased online a bread pan for 12.99 from Webstaurant Shop. It never showed me total with shipping or tax. I rolled out ********* with ***** so I KNOW how shipping works! My total for this item was to be 20.55 and tax 2.68$. I called very upset knowing fraud had occurred. Overnight would be 20$ not ground service! So she credited back shipping said it is because I chose residential' which is bullcrap...it is service choice that depicts fare and fee! But let's not stop there! THEY TAXED MY SHIPPING! 1.04 Would be tax on 12.99 they charged 2.68? My purchase now, is coming FREE Shipping and tax of 1.04$. However! My fear is how MANY people like myself, buying one, item have been swindled...and how much capital have they gained illegally taxing on shipping costs and overcharging for shipping? Thank you my order # is********. I have original order and corrected receipts to back my claims. My goal is to see this corrected!

  Business response

  06/08/2023

  We do acknowledge the customer's concerns, and are sorry to hear that we will not be the best supplier for them. The shipping is calculated based on a variety of things such as shipping weights, dimensions, distance, and whether the destination is a business or residence. As a commercial supplier, it is cheaper for us to ship to a business than it is to ship to a residence. This was shipping to a residence, which is why the cost of shipping was higher. Additionally, ***** does charge tax on shipping to certain states, and Illinois is one of those states. The shipping and tax information is available for all customers at checkout prior to placing orders. It is available both in their shopping cart, and again on the review and payment page. There is nothing hidden from our customers as they checkout, and the customer placing the order means they agree to the terms of the sale. We made an exception and refunded the shipping for this customer. In the future, we will not be doing this for this customer. We will not be the right supplier for this customer moving forward. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company did not provide adequate information on the specs associated with a product on their website. I received the items and immediately realized they would not work for me and started the return process, all three items were unused and in their original packaging. It cost $13.11 to ship the product to me. I spoke with a customer service representative and they agreed to waive the 20% restocking fee due to the circumstances, but once they received the order which I shipped using their ***** packing slips they charged me $190.58 in return shipping. The total cost of the original bill was only $259.97, meaning they took most of the product cost and unfairly charged it as return shipping. I am a shipper myself for my business and know for a fact that shipping ***** ground is not even close to this expensive and believe I have been treated unfairly. I already tried to resolve the issue with their customer service agents and was told that $190.58 was the correct return shipping cost.

  Business response

  05/24/2023

  We were sorry to hear this product did not fit the customer's needs. This item has a manual available for customers to see on in the Resources and Downloads section of the item page seen here: *******************************************************************************************************. Because this information is available for customers, this would be a standard return and consist of the return shipping and a restocking fee as outlined on our Terms of Sale page here: *************************************************************************;

  The item does have a free shipping sale currently, and the customer did not actually pay shipping for this product originally. The $13.11 charge was for the other item that was purchased. While this had free shipping out, we would not cover the shipping cost to return the product. This item has a shipping weight of approximately 37 pounds, so returning the two of them would have a higher shipping charge since weight is a big factor in the calculations. We looked into this shipping charge further with our shipping team, and they did find that the return shipping calculation was incorrect. The correct amount for return shipping should have been $42.97. We are terribly sorry about this error, and have issued a refund for the difference of $147.71. The customer should receive an email confirmation of this, and if it has not already been posted (the refund was issued on 5/19) it should post on the customer's bank account within a couple of business days. 

  We acknowledge the customer's concerns, and have been able to dig into this deeper. We found where we erred, and have issued a proper refund.

  Customer response

  05/30/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was refunded for a portion of the shipping charge.  
  
  Regards,
  
  *********************
  

*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. ↩