Complaints

This profile includes complaints for WebstaurantStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WebstaurantStore

  40 Citation Ln Lititz, PA 17543-7604

• 

  WebstaurantStore

  11 Industrial Cir Lancaster, PA 17601-5927

• 

  Webstaurant Store

  11700 mexico farms rd Cumberland, MD 21502-6616

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a work table with undershelf and overshelf (Item #**************). The box arrived with zero padding between the outside of the box and the main table top. When I opened the package it was apparent that there were a few dents and scratches which I wasn't happy about. I spoke with customer service via chat they agreed to refund me 20% of the price of the table itself. After buying "Kits" like this one, Webstaurant splits up the item by sub-items and everything ships separately from all over the country. This amounted to a little over $50 for a $700+ unit that I purchased. After removing the "protective" film from the top two days later, I discovered that there were in fact much more damage than orginally realized. I immediately got back with customer service and was told that it was still just cosmetic and there was nothing else they could do. There was also a substantial dent in the overshelf, and since that wasn't on the original refund, they agreed to replace that unit, but that does little good with the main table has issues all over it. The agent refused to let me contact a manager and would not assist me any further because of the incomplete resolution that had already been reached, despite me provided several additional photos of the extensive damage. All I wanted was a replacement top sent (with adequate packaging to protect it) but they refused to assist me with this. The scratches in this are not just cosmetic, but rather lend to possible bacterial contamination which is a serious issue in the food industry (we run a bakery). They refused to acknowledge this, insisting that it was only cosmetic. If a new top cannot be provided, then I would simply like a refund for the entire unit (minus the ~$50 refund they already provided) so I can purchase a different table that is packaged better.

  Business Response

  Date: 09/01/2023

  We were sorry to hear that the unit had multiple damages, and are glad that we had been able to resolve this. The reason we are not able to reship the top to the customer is they had already agreed to, and was issued, the partial refund for the damage. The customer indicated the refund amount was acceptable, so we went through with that to address the customer's concerns. A reshipment of the product would mean the customer had been refunded for more than the table top. What we can do is issue a store credit for the price of the table top (item *********), minus the amount already refunded, to the customer's account. The customer can then purchase the table top on its own with that store credit. To have this issued, the customer can either respond to this message, or they can reach out to our Customer Solutions team. We acknowledge the customer's concerns, and are able to provide this resolution. 

  Customer Answer

  Date: 09/01/2023

  [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,
  
  *********************
  

  Customer Answer

  Date: 09/06/2023

  I have not yet received the credit that was agreed to onto my account. Please facilitate with the business. Thank you.

  Business Response

  Date: 09/07/2023

  The store credit has been added to the customer's account, and is for the remaining amount of the table top plus tax. The customer can use this at any time to order the table top. We do not need the damaged unit returned, it can be discarded. The customer should be receiving an email confirmation as well regarding the store credit, as well as instructions on how to use the store credit. We appreciate the customer working with us on this, and this has been resolved.

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 2nd I contacted Webstaurant Store before purchasing a vending machine to ask how much they charged in fees for credit cards. The representative told me I had to set it up myself and they had nothing to do with fees. The correct response should have been that it would be mandatory for me to use **********. I paid an additional $318 for the credit card reader thinking I would be able to use any POS. The machine arrived on Aug 15th with instructions to set up POS with **********. ********** sent me electronic docs stating I would be charged a monthly fee but did not include the fee. I emailed them back asking the rates and was told $9.99/month plus 5.5% per transaction. This machine is for my small office and I probably won't even make $10/month. I called Webstaurant and told them it was too expensive and asked if I could use a different company. They referred me to the manufacturer ***** who stated they don't know why Webstaurant didn't include this in their website details. I called Webstaurant for a refund and was told I'd have to pay for a shipping label as well as a 20% restocking fee. If the information regarding the fees for the POS system would have been included on the website and/or told to me when I asked about the fee prior to purchasing the machine I would not be out over $65. I would like to not have to pay a restocking fee since they did not give me the proper information when I was researching buying my 1st vending machine. The company can check live chats on the dates I mentioned through their website from **************** ******************** Order ********

  Customer Answer

  Date: 08/19/2023

  The company initially said I could a refund and return the card reader but now sent an email stating it is non-refundable. None of this is on the website. I am military in a small office that works with army reservist. I won't be able to cover the $9.99/month and 5.5% +.10 fee without overcharging these Soldiers who are only there one weekend per month. The company stated "********** has the lowest individual operating costs, and transaction fees in the industry" which is not true because I researched before I purchased the vending machine. If the company told me I had to use ********** when I called them prior to buying it I would have went with a cash only option. I am out $318 for a card reader that will never get used. I want a refund and the company should update their website for this product. ***** Vending Machine Model ******

  Business Response

  Date: 08/25/2023

  We are sorry to hear that this item is not what the customer was hoping it would be. WebstaurantStore does not control the fees provided by point of sale systems in the vending machines. We are strictly a distributor and sell products with the information that is provided by the manufacturer. As such, customers are expected to do their due diligence and make sure the product they are ordering will fit their needs. The customer only asked us what the fees were, and we informed them that we did not know the fees because that is not something that we control. We did look into a return with the manufacturer, and they informed us that because this is a special order item it is not able to be returned. This information can also be found on the item page, under the item details section, here: **************************************************************************************-**********************. We do acknowledge the customer's concerns. At this time, we will not be providing compensation nor a return for this item that was shipped as ordered. 

  Customer Answer

  Date: 08/25/2023

  [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:
  

  The company has a responsibility to place this information on their website. They will continue to trick buyers into purchasing this vending machine with no  upfront information and use the excuse they do not charge the fees. At this point they are fully aware of the fees and even when asked they are shady with the response instead of saying customers MUST use **********. 
  
  Regards,
  
  * ******

  Business Response

  Date: 09/01/2023

  We are in the process of updating the website with the information for future customers. We are going to make an exception for this customer and allow a return of the product to our warehouse. In the future, the customer must ensure they are getting all of the information they need prior to purchasing the product. They had asked about the fees, which our customer service team answered. They did not ask about the point of sale system setup itself. Because this is an exception being made, the return will be a standard return. Once the item is received at our warehouse in undamaged, unused condition, the customer will receive a refund, minus the restocking and return shipping charges. A representative from the returns team will be reaching out to them to coordinate a return. We acknowledge the customer's concerns, and will be making an exception and issuing a return of the product to our warehouse.

• Initial Complaint

  Date:08/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 18, 2022, we ordered four rolling ladders. We were told that these items would not ship until the following year, which was disappointing but we could wait. We received no communication from the business and we had to pay in October. In December we received a single disassembled ladder across four boxes. We assumed that the other ladders were shipping in 2023, as we had been told. When the items still hadn't arrived in March, we got in touch and were told that four pieces had been delivered. We explained that we had received four boxes containing a single ladder and we were short three ladders. They said to look around for the other ones. We repeatedly explained that we remember the shipment and it only contained four boxes with one ladder. Further, the delivery was shipped with no signature and the driver did not provide a bill of lading, so there was no way for us to know that the shipment was short. Webstaurantstore told us there was nothing that we could do so we contested the charges with our credit card company. Webstaurantstore argued with our credit card company that we hadn't filed a claim in time. They argued that since they had taken our payment in October and hadn't processed this as a preorder, to make it appear like we had waited five months to file a claim instead of trusting the timeline for fulfillment that they had provided. Now, every one of their shipments have the worst packing of anything that we receive so it wouldn't surprise me if the other three ladders had fallen off the pallet, but again, we had no way to know that because the BOL was sent without needing a signature so no packing list was provided.

  Business Response

  Date: 07/14/2023

  When the product was shipped and received in December, the customer received an email indicating that the order had shipped in full, and their account had updated with this information as well. In order for Webstaurant Store to file a claim with carriers and manufacturers, we must be notified of any shortages or damages within 5 business days of receipt. This information can be found on our website at checkout, as well as on our "Terms of Sale" page here: ********************************************************************. When customers order from our website, they are agreeing to these terms.

  Because the information emailed to the customer indicated that this shipped complete, if 3 ladders were missing, we should have been notified at the time of delivery. We were not contacted by the customer until 3 months after the delivery. We reached out to the manufacturer about this issue. It was confirmed that it is not possible for them to ship 1 ladder across 4 packages. This is not the process they have for packaging and shipping. Additionally, the weight of the shipment matches the weight of the 4 ladders, and the bill of lading also includes that there are 4 boxes. All of this information indicates the correct number of ladders were shipped and delivered. We do acknowledge the customer's concerns. Due to the time that has passed from delivery, the information about the shipping indicating everything delivered correctly, and due to a credit card dispute being filed, we will not be providing the customer with compensation at this time.

  Customer Answer

  Date: 08/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  We ordered four ladders on October 21 with an expected ship date of "March." We received one ladder in December, assuming that the other three were coming in March. We contacted the vendor on March 21 to ask about the remaining ladders' status. They updated our shipping status to "delivered." We pointed out that we had received one of four ladders, and the BOL had been sent without signature, so we had no way of knowing it was supposed to contain four ladders. They sent shipping proof for the single ladder as "four pieces." The single ladder was disassembled in four boxes. We again explained that this was only a single ladder, shipped from the manufacturer and that we did not somehow manage to misplace three ladders. They said there was nothing that we could do, so we disputed with our credit card company. They refuted the dispute on the grounds that more than 90 days had passed, but this was misleading as 90 days had not passed since the expected arrival date. We'd like our money refunded.
  
  Regards,
  
  ****** **** 
  

  Customer Answer

  Date: 08/15/2023

  We did not receive an email in December indicating that the order was shipped in full. We did notice this in our account when we were investigating why we hadn't received these in March, when the seller told us that the laddders would arrive. This inaccurate information caused us to get back in touch with the seller immediately, because we assumed this was an error of their diligence. Further, no receipt was provided to our staff at the time of the delivery, nor was the shipment signed for. The employee who took the delivery is happy to provide an affidavit to the effect that there was only one ladder across four packages included in the delivery.
  
  So we had no way to know that the order was short-shipped within five days, and we did inform the seller within the timeline of when the product was promised to be delivered. Legally and functionally, we did not have a way to agree to their terms.
  

  Business Response

  Date: 08/16/2023

  An email was sent to the customer on 11/28/22 at 11:32AM to ***@*******************.com with the headline of "Good News: Your order #******** has shipped!" This email indicates that everything had been shipped out to the customer. We have also confirmed with the manufacturer that it is not possible for them to ship one ladder across multiple boxes. Additionally, the weight of the shipment matches the weight of what would be all 4 ladders. By placing an order with us, customers are accepting the terms of sale on our site. We do acknowledge the customer's concerns. Due to the time that has passed and the indication that everything shipped and delivered properly, we will not be providing compensation at this time. 

  Customer Answer

  Date: 08/18/2023

  Agreeing to the terms is understandable, but not when we don't have any way to do so.

  Does the seller have any indication that the email that they claimed to have sent was opened or read? 

  We are again happy to provide an affidavit from the employee that only one ladder was delivered at the time.

  Customer Answer

  Date: 08/18/2023

  [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:
  

  There is no way to accept the terms of sale since the claimed email about the change in delivery timeline was never delivered either and we informed the seller at the earliest possible opportunity that only ladder was delivered.

  Further, the employee who took the delivery (which was sent curiously without the need for a signature or receipt) is happy to provide an affidavit that only one ladder was delivered.
  
  Regards,
  
  ****** ****

  
  

  Business Response

  Date: 08/25/2023

  By placing an order on the website, the customer is agreeing to the Terms of Use. This information is provided on our Terms of Use page here, under "Terms of Use": *********************************************************** 

  The first bullet point is about the acceptance of terms of use. It states "Please read the Terms of Use carefully before you start using the Services. By using the Services, you accept and agree to be bound and abide by these Terms of Use..." While there is not something to click on, our website is very clear that by placing the order (using the services provided by WebstaurantStore), they are agreeing to abide by the terms of use, which includes the shipping policies outlined previously with regards to reporting missing products upon delivery. The weights of the shipment match the weight of the 4 ladders. We have also confirmed with the manufacturer that it is not possible that one ladder is provided across 4 packages. 

  We do acknowledge the concerns. Because all data is showing the correct amount was delivered, and because we were not notified of missing products within the proper timeframe outlined on our website, we will not be providing compensation. 

  Customer Answer

  Date: 09/05/2023

  Since we were not made aware that Webstaurantstore erroneously believed that the order was delivered in full and they cannot prove delivery of an email that they claim was sent, we were incapable of fulfilling and agreeing to the terms of sale. Hence, we were not able to notify Webstaurantstore about the delivery shortage within their timeframe because they changed the delivery time frame of the delivery without notifying us of this change. 

  If Webstaurantstore believes these items are lost in our warehouse, as they have claimed multiple times, they are welcome to send someone to locate them. However, they were simply never delivered and Webstaurantstore knows this, because they sent the delivery without requiring a signature or leaving a bill of lading with the contents.

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.