ComplaintsforWebstaurantStore

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ice machine online total cost 1850.03. Damage noted upon receipt of item, notified webstaurant immediately. They offered to send a part so we could fix. Told them not acceptable on a brand new 1850 dollar unit. Will not return or refund.

  Business response

  10/04/2021

  We were sorry to hear that this arrived with a dented panel. When customers place their order for Common Carrier items, there is a notice that all shipments must be inspected and any damage noted prior to signing for the shipment. We additionally require notification of any issues within 5 business days. This information is also relayed to our customers via an order confirmation email, and is also outlined on our website here: https://www.webstaurantstore.com/policies.html#Shipping_Policy. The customer did not notify us within 5 business days, they let us know they had email trouble. The Proof of Delivery was also not noted for the damage. This is a legal document stating that unless noted, the condition was received in good condition. The proof of delivery is attached to this reply. While these delivery instructions were not followed and we are working on a claim with the carrier, we are not able to guarantee compensation. In an effort to assist the customer, we are willing to provide the customer with a new panel from the manufacturer that can replace the dented panel. We will not be replacing nor refunding the entire unit. The customer has also filed a dispute with their credit card company. Because of this, we are not able to assist further nor provide a resolution. If the dispute is dropped, we would be more than happy to still provide the customer with the new panel to swap out the dented panel. We acknowledge the customer's concerns, and have provided the resolution we are able to to do at this time, once the dispute is dropped. 

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 2nd, we ordered a commercial refrigerator. WebstaurantStore used a third-party common carrier to complete the delivery on the order. At the time of delivery, the carrier refused to bring their truck all the way to the building where the equipment was needed, stating that the gravel roads on our property were not sufficient to complete their delivery. June 11th we concluded this was not the correct piece of equipment for us and requested a return. We managed to get the equipment to its needed location, but now WebstaurantStore is refusing to process the return because the third-party carrier refuses to bring their truck all the way to the building. For context, on June 14th we ordered a similar piece of equipment from a different company that also used a common carrier for delivery, and they had no trouble accessing the building in question.

  Business response

  10/04/2021

  We were sorry to hear that this product will not work for the customer's needs. In order for this order to be returned, the customer must get this to a location that the carrier can access. They have informed us multiple times that they cannot get directly to the building with their truck. We are able to have a truck with a liftgate pick this up, and we are not refusing to return this order. We acknowledge the customer's concerns, and we are more than willing to allow this product to be returned. For this to happen, the customer must get this to a location accessible by the carrier. 

  Customer response

  10/06/2021

  [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:
  We are not a professional shipping or delivery company. We should not have to move a 400 pound piece of equipment from a building that is accessible by other professional delivery services. We counted on you, the vendor, to have the logistics in place to manage the delivery or return. Had we known you were not capable of competently delivering or returning the item we were shopping for, we could have taken our business elsewhere.
  
  Regards,
  
  *************************
  

  Business response

  10/08/2021

  The customer indicated to us previously that they had been able to accept the delivery even though the location was inaccessible at the time. They were able to get the product off of the truck due to the lift gate and they had man power. We are still willing to return this product. In order to do so, the customer will have to get this back to an accessible location. The truck picking up can also have a lift gate so that this can be returned the same way it was delivered. 

  We acknowledge the customer's concerns, and are willing to accept the return once the product is at an accessible location for the carrier. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered several times from this company. My most recent order was lost by ***** and they are refusing to help. I have reached out to ***** and they are telling me the items are lost. I contacted WebstarauntStore to inform them and find out what the next step is and they are refusing to assist stating that the issue is the carrier is running behind due to demand. I asked for a refund of shipping charges and they refused. The customer service was horrible. Order #********

  Business response

  09/10/2021

  We are sorry to hear that the customer has not yet received the rest of their order. We reached out to ****** and they did not state this was lost. They let us know the packages may be delayed. When we contacted ****** they let us know that a case is already open. If these do not deliver by the end of the day on Tuesday, 9/14, we will be glad to resolve this with the customer. At this time, because we do not provide guaranteed delivery dates, and because the customer has threatened to dispute the charge with their credit card company, no compensation will be provided. 

  Business response

  09/20/2021

  The remaining packages were delivered on Monday, 9/13. At this time, because all packages have delivered, we will not be providing any compensation to the customer. 

  Customer response

  09/20/2021

  [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

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 7/1 I PURCHASED A SHREDDER FORM WEBSTARANT . WHEN IT ARRIVED IT WAS THE WRONG SIZE. I RETURNED IT AND CONTACTED THEM. I HAVE YET TO RECEIVE A REPLACEMENT OR A REFUND. I HAVE CONTACTED THEM BUT TO NO AVAIL. THE AMOUNT WAS $311.56.

  Business response

  09/09/2021

  The customer reached out to us believing they had received the wrong part because it isn't working with their product. We confirmed that the customer did receive what was ordered. The customer ordered a part that is not compatible with what they have. They let us know they are using this on a SS200-27. We list all compatible models directly on the item page, and that is not a compatible model. The item page can be found here: https://www.webstaurantstore.com/*************************** ***********************. Because we shipped what was ordered, a standard return is applied, which includes a restocking fee and return shipping. We have confirmed the order was returned, and the customer will be refunded for the item price, minus the restocking and return shipping. Once the refund is issued, the customer will receive an email confirmation. We acknowledge the customer's concerns, and the product has been returned, so the standard return/refund will be applied. 

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a case of salt and paid $55 for second day shipping. It was supposed to be delivered on Friday September 3rd but they have not even sent it to ***** yet. I want a refund for my shipping and I want my product here ASAP, as I spent a lot of money to make it happen and the company failed in its promise for second day delivery.

  Business response

  09/09/2021

  We are sorry to hear that the customer did not receive this in the time frame they should have. The customer placed this before the cut off time, so this definitely should have delivered on 9/3. This ended up delivering on 9/7. The customer did not reach out to our customer service team prior to filing this complaint in order to give us a chance to resolve this. We are issuing a refund for the difference in shipping, which is $32.36. The customer should see this on their statement in about 2-3 business days, and they will receive an email confirmation once this is entered. In the future, we do encourage the customer to reach out to our customer service team first if there are any issues so that we can resolve this for them. 

  Customer response

  09/09/2021

  [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

  08/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a promotional email asking to purchase their products which I have done in the past. I ordered a refrigerator thinking it had a left door swing. Within minutes of placing the order I immediately contacted them asking for a left door swing. They had a model for $500 more which I agreed to pay. They said I could not cancel the original order as it had been shipped. That is a lie! They said if I refused delivery they would charge hundreds of dollars. I will never use them again.

  Business response

  08/31/2021

  When customers place orders, we are not able to guarantee cancellation. At times, orders may have been processed and placed on the trailer with hundreds of other orders and are unable to be removed. We were able to stop this shipment for the customer, and a refund has been issued. The customer should see this refund on their statement in about 2-3 business days. We cannot guarantee this is able to be done in the future. 

  Customer response

  08/31/2021

  [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

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought over $17,000 of new kitchen equipment. All parts came in except for ***************-** grease trap under $400 item at the time - it had no cover. Delivery of items came in 2 months prior to Covid so everything has been in boxes since then due to restaurant project has been on halt. 6 weeks ago we open all the boxes and i notified customer service about missing part. Again ALL other equipment was delivered right just this one part. They said too much time has elapsed and cant help. For sake of argument after spending countless effort - I was willing to pay for lid and they told me they don't sell the lid. I sent them pictures of the box when we opened but they are are not willing to help in anyway. I would like to get a replacement for the part I did not receive.

  Business response

  08/26/2021

  When customers receive shipments, they are to be inspected and any issues brought to our attention within 5 business days of delivery. As the customer mentioned, this was delivered prior to Covid shutdowns, and we were not notified at that time. Because this delivered over a year ago, WebstaurantStore will not be providing compensation. If the customer needs a lid, they can contact ************ to try and purchase one directly from the manufacturer. 

• Initial Complaint

  08/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 19 I order from websrestaurant 2 cases of cutlery kits for my restaurant $129.00 and on August 23 my accounts shows that the order was deliver but the business was closed that day. They refused to gave me a refund or send me the order again. They solution was that I have to ask all the neighbors in the plaza.(********) was the customer service representative. I will only want my money back or resend the order back to my restaurant in a diligent and secure method. They have to change the deliveries methods too many delivery issues. Thank you.

  Business response

  08/26/2021

  We were sorry to hear this had not been received. We filed a trace with ****** and they let us know that this delivered on 8/24 at 4:10PM and **** signed for them. We reached back out to the customer and he confirmed via email on 8/25 that this order was received. At this time there is no further action to be taken.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -User ID: ******** -Order Number: ******** -Order Date: 8/3/21 -Delivery Date: Aug. 9 - Paid: 48" griddle $799 2 Burner $379.99 Tax $75.73 Shipping $290.53 Liftgate $45 Total $1,590.25 The description of the issue is in the attached **** document.

  Business response

  08/19/2021

  We were sorry to hear that the carrier did not deliver this order with a liftgate. Because the liftgate was not used, we have refunded the customer the $45 fee. The customer should see that refund on their statement in about 2-3 business days. The customer also let us know that the item was too big for their needs and they wished to return this and get a smaller unit. WebstaurantStore does not do exchanges, we do returns only. Typically, the customer is responsible for a restocking fee and return shipping. We compromised with the customer and waived the restocking fee as a courtesy since the customer wished to order another item. The customer is still responsible for the return shipping of the item they do not want, and would also be responsible for any shipping on another purchase. The reason we are not waiving the shipping costs on both orders is we shipped what was ordered. WebstaurantStore takes responsibility when we make mistakes, and in return, we do expect customers to make sure products purchased will fit their needs. The returns process can be found on our website here: https://www.webstaurantstore.com/policies.html#Returns_Policy

  We understand the customer's concerns, and have issued the refund for the liftgate not being used, and we have made a one-time courtesy to waive the restocking fee for the return. 

  Customer response

  08/23/2021

  [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:
  

  Like I said, just because it is policy does not make it correct. This company does not seem to "assume" any responsibility for anything that happens. Its all everyone else's fault aside from theirs.
  
  Regards,
  
  *********************************

  Business response

  08/24/2021

  We do understand that our business model is not suited for all customers. We have acknowledged the customer's concerns, refunded for a service that was not provided, and we have made an exception to waive the restocking fee for the return of an item that the customer incorrectly ordered. No further compensation will be provided at this time. 

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new range from these folks June seventh 2021 oven is not operational I cant get them to return my calls or somebody out to fix it Invoice # ********

  Business response

  08/19/2021

  We were sorry to hear that this unit was not working. We were finally able to hear from the technician and they confirmed the unit needs to be replaced under warranty as it is not able to be repaired. The reshipment was entered on 8/17, and it shipped out on 8/18. The customer should be receiving an email confirmation with tracking information. The defective unit can be discarded, it does not need to be returned. 

*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. ↩