ComplaintsforWebstaurantStore

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a ******* Freezer on 8/5/21 from webstaurant store and had it shipped to us it arrived the last week of August. The machine died the last week of October we have been calling the company who told us we need to call the warranty company *** to try to get it fixed we have asked for a new one but they refuse until it is deemed defective. I finally heard from someone and they had no one in the area to fix it so I told them about ******** services they had a tech out on 11/5 and he said the compressor was gone and would have to get a new one. Since that day we never heard from anyone until I called them yesterday and was told that there is a huge backlog on parts and I need to be patient. I have been patient this unit is less then 2 months old it should not be dead and it is our only freezer in our business and they said you aren't the only one trust us and wait. I'm done waiting we want a new machine we paid 1669.00 plus 130.65 for an extended warranty and this is the service we get. Thank you in advance for any help.

  Business response

  12/08/2021

  We were sorry to hear that this unit was not working. Whenever there is an issue with a unit, we will have to follow the manufacturer's warranty. We were able to work through the warranty, and a new unit has been shipped to the customer. The reshipment was entered on 12/6 and shipped on 12/7. If there are any questions, just let us know!

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered an item but they sent it to the wrong address. I have verified by shipping and billing address and they are correct but they shipped it somewhere else. They wouldnt tell me when i can get it back or get a refund

  Business response

  12/09/2021

  We were sorry to hear that the customer did not receive this shipment. When viewing the proof of delivery from the carrier, this is showing as being delivered on 11/12. We filed a claim with the carrier, and they confirmed this was delivered to the appropriate address. In order for compensation to be provided, we will typically need to be notified within 5 business days of supposed delivery so that we can receive compensation from the carrier. We were notified outside of this time frame, so we could not guarantee resolutions. This information is provided for customers during the checkout process, as well as on our website here: https://www.webstaurantstore.com/policies.html#Shipping_Policy.

  We are willing to make a one time exception and provide the customer with a store credit so that they can place a new order for the product, and have emailed the customer with this resolution. We acknowledge their concerns, and this is the resolution we can provide.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-25-21, Purchased: ******* ***** Natural Gas 50 lb. Stainless Steel Floor Fryer #********* Order#******** On average, we spend about $500 to $2k every single month at company. This is not a first time purchasing equipment either. Reg customer Delivered on Oct 29th. Exterior box intact. After opening, the Fryer was filled with a thick oily substance inside. This is not the first fryer purchased in 20 years of being in this industry, but this is the first one filled with an oily residue despite none of the equipment requiring lubrication. Inside edges of equipment look worn. Hand prints all over unit. Unit appears to be some type of early open-box type return that was attempted to be cleaned and re-used as "new" ZERO documentation that unit was tested or anything relating to this. No sticker, no cards, nothing indicating unit was tested on a certain date and/or by whom. Put as much of unit packaging back together and contacted customer service. Mery M had no idea why this unit would look like this. She had to investigate as clearly this wasn't normal. A week later and they were still trying to "investigate "Finally almost two weeks later, the response was short and swift. The "unit was tested and therefore it looks like that" Thanks and goodbye. When I said I do not want this used unit and I want to speak with a manager. I was refused to even get a manager. The button to return on Webstaurant was blocked so I could not click it to go through the process. I attempted to post a review on Webstaurant itself and they deleted it 3 times proving further intent to bully us. They have 2 options as far as I'm concerned.1) Return the unit at their cost or replace the unit with a new unit at their cost 2) Provide, at their cost, a 5 year parts and labor warranty above and beyond the warranty of the unit itself to cover me from a malfunctioning used unit along with verifiable documentation that the unit was tested and when it was and by whom.

  Business response

  12/08/2021

  We were sorry to hear that the customer was unhappy with the product he received. We started by looking at the potential for any damage, and then we reached out to our product experts as well as our purchasing team in order to determine if the oil in this unit was due to being used or if there would be a reason for this to be in there. After working with those teams, it was determined that this is not due to being a used product, but the oil is meant to protect the unit in transit. While this is common in the industry, we do acknowledge that this could be a hassle for the customer to clean, so we have offered the customer a $50 credit for the labor of cleaning the unit. We acknowledge the customer's concerns and are willing to provide this resolution. If the customer wishes to return this and has the packaging for it, the return would be standard and subject to the restocking and return shipping fees. 

  Business response

  12/08/2021

  Because WebstaurantStore does not hold title to any warranties, we are not able to provide an extended warranty. While we do stand behind this product and are certain this is from oil used to protect the unit (It is a common misconception that Stainless Steel will not corrode. It can still corrode,) we will make an exception for this customer and set up a no-cost return. Once the product is received back in the warehouse, a full refund for this product will be provided. The customer will need to have the unit packaged up and secured to a pallet. Our customer service team will be reaching out to him to assist in getting this returned. 

  Customer response

  12/30/2021

  Change my reply to "satisfied"?

  
  

  I finally received a suitable replacement product
  

  
  

  Thank you for your help.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered glassware and never received. Contacted webrestaurant who said it was delivered, and to look around outside and check with neighbors. I asked for shipper info, and my email was ignored. Plan on reversing charges on my credit card since this is obviously a scam. Looking at the other BBB complaints I am surprised this hasn't been shut down already.

  Business response

  11/30/2021

  We are sorry to hear that the customer did not receive the glassware. We did a trace and worked on this with ****** We deemed this lost on 11/29, and have issued a reshipment of the products for the customer. They will receive an email with the confirmation once it is entered, and another email with tracking information will be sent once this ships. We appreciate the customer working with us on this as we worked to resolve it.

  Customer response

  12/02/2021

  I apologize but I was mistaken. They did send my order, but it must have been stolen from my mailbox. I wish to retract my complaint.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a rotisserie oven and the refund amount was for 1,614.50. The refund went back to my old account that was closed since May 2021. I called Bank ** ******* 10 times and twice with supervisor ****** from Webstaurant on a three way call to confirm that there is no way they could receive these funds on a closed account and the money was sent back to them. Webstaurant accounts payable team refuses To give me my money back. They want me to put a dispute in with a bank I no longer have which is impossible!!!

  Business response

  11/30/2021

  We were sorry to hear that the refund had not been received. We were working with the customer on this over the past week, trying to find alternate ways for the customer to receive the refund. They let us know yesterday, 11/29 that they did receive the payment. At this time, no further action is to be taken, and we appreciate the customer working with us through this.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 6 ****** economy 8 qt. Full size stainless steel chafer last with folding frame. I used them one time and on two different occasions I almost slit my wrist while carrying them. The metal is so think that it makes the edges of the chafer very dangerous to hold and carry. You are at risk of cutting yourself every time you pick them up to carry. Once you put food in them and they are heavy the danger increases. I was afraid to allow anyone else to handle them because I didn't want anyone to get hurt. I can not use these chafers again because they are dangerous because of how thin the metal is and I'm afraid that I will cut my wrist if I handle them with food in them. I can return them if they would like but I would like my money back.

  Business response

  11/19/2021

  We are sorry to hear the customer is not happy with the chafers. The customer received this order in April. We did replace a couple chafers that had damage, but otherwise we did not hear from the customer regarding any issues. This product is an economy line product, and may not be as high in quality as the higher priced chafers. Customers have 30 days to initiate a return if they do not like the product. We do acknowledge the customer's concerns. Due to the time frame that has passed, 7 months, we will not be able to accept a return or issue a refund at this time. This product does not have a warranty, and our return process can be found here: https://www.webstaurantstore.com/policies.html#Returns_Policy. If there are any questions please let us know.

  Customer response

  11/23/2021

  [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: I want to accept the one-time refund and I truly appreciate it but I'm wondering why I will only receive $117 when my order was for $164.74.  Can you please explain how you came to the amount of $117?  I want the resolution I'm just very unclear about the amount.  Hope to hear from you soon.
  
  Regards,
  
  *******************************
  

  Business response

  11/24/2021

  We were able to refund for all but 2 and the shipping on the original order. Because we had reshipped 2 that were damaged on 2 separate occassions, the refund had to be issued on each of the reshipment orders. There will be 3 total credits that will show up and add up to the original amount of the order. 

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a patio heater from this company and upon receiving the heater I plugged it in and it worked fine but it did not heat my patio as I wish it could have. I contacted them to start a return process but they said since I opened the box and plugged it in they cant accept any product back and that I must sell it third party. I asked them how can I see if a product works properly or not if I can't open a package a try it first. They could not answer that question and only proceeded to say that I can't return an opened box product. This tells me that they are not confident in their own product and if a customer does try and use their products then there is no going back. I simply want to return a product I bought and doesn't work as advertised.

  Business response

  11/11/2021

  The customer ordered a ******* Volt unit, and used an adapter to power the unit in a receptacle on a 120V circuit. Using less Voltage on this item will mean that it does not perform optimally because it doesn't have as much power as it needs. Because the unit was plugged in and used, we are not able to accept a return. The moment it is turned on, the internal components/parts begin wear and tear, and the product is considered used. We do not sell used items, and therefore will not be issuing a return or refund for this product. We list our Returns Policy on our website under the Conditions of Use page, found here: *************************************************************. We do acknowledge the customer's concerns. Because this was used, we will not issue a return nor a refund. The customer will either need to sell this on their own, or have their outlet/circuit converted by an electrician to a ******* Volt circuit so that the product can perform at optimum level. 

  Customer response

  11/11/2021

  [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 how am I supposed to accept a product before testing it out. I understand that they have a return policy but you have to go searching for that separately and is not clear when purchasing a product. Just like most consumer products you can return an item if used and it doesn't fill your needs. How am I supposed to try this product out if I can not open a the box and plug it in. I understand I may get less power when using an adapter but that shouldn't matter if the policy is if the package was even open and plugged in. If I hire an electrician the re wire and provide me enough power and I still don't feel this product works to the ability I need, will I get a refund then? Doesn't sound like it. I am just rejecting this companies practice of not allowing consumers to return products that have been plugged in to test. :
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Customer response

  11/11/2021

  [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:
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  So are you saying I need to make all the requirements before purchase? If I get an electrician out to provide the appropriate power and then plug in and try the heater and it's still not sufficient can I return the product. Tell me this, if you buy a product and it doesn't work the way you want, are you going to just accept that and not return the item? I doubt it! Sometimes products have to be tried on. Selling someone an inadequate product and refusing to refund them when it's not working to their standard is just a poor way of doing business. And then, you ask that customer to try and sell this inadequate product to another poor sole is just plain wrong. You rip me off and then instead of making it right you want me to go and rip someone else off. Unfortunately I have integrity and will probably be stuck with a junk heater because I decided to try your company. I don't agree with your return policies nor do I think you have any sense of morals when dealing with customers. However I recognize you have policies that I obviously missed and that's it. I surely hope you reconsider your policy and hope you can grow to actually care for customers and make things right.

  Business response

  11/12/2021

  If the customer were to have the voltage changed and it does not do what they hoped, we would still not accept a return because the unit has already been used. If there was an issue with the product itself, we would follow the manufacturer's warranty. Because the proper power supply is not being used, this is not considered a defective product. We will take responsibility when we make mistakes. In return, we expect our customers to do all research possible and review our Conditions of Use page prior to placing an order. We understand that our business model is not suited for everyone, and we recognize that we will not be the right business for the customer moving forward. We will not be accepting a return due to the product being used. 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ORDERED 4 LID DISPENSERS AND 2 WERE BROKE AND 2 WERE MISSING PARTS. I HAVED TRIED FOR A MONTH TO GET THEM REPLACED. I HAVE SENT EVERY PICTURE THAT THEY HAVE ASK FOR AND NOW THEY ARE TELLING ME THAT I ORDER THE WRONG ONES AND THEY WILL NOT MAKE THEM RIGHT. THEY CAN NOT BE RETURNED EVEN THOU THEY ARE BROKE

  Business response

  11/01/2021

  We were sorry to hear that the customer ordered the wrong items and that there were also broken pieces. We first received contact from the customer on 10/14 saying this was broken. On 10/15 we asked for photos however it was unclear what was broken/damaged. We asked for additional information and a description of the damage, but it was not provided. At that time, on 10/19, we asked if the dispensers would work for a 20% discount. On 10/20, the customer told us they received the incorrect item and that 2 dispensers had damaged claws and 2 had broken claws. We received photos of the packaging and confirmed the customer received what was ordered. On 10/26 we confirmed the customer is not using the correct lids for the product ordered. The customer then asked to return the products. Because these are made to order items, they are not returnable. The manufacturer has replacement claws that would resolve the damaged/broken claws. Because the customer has the wrong dispenser for their lids, a conversion kit is needed. We are willing to provide the customer with a 25% store credit off of each product to cover the damage and put towards getting the conversion kit. They would need to work with our special orders team in order to get this. The conversion kit may even have the claws to replace the damaged ones, so they would not need to be purchased separately. We state on the item page directly that this product cannot be returned. We acknowledge the customer's concerns, and have offered a partial credit for the issue, even though the incorrect item was ordered. We are still willing to provide that store credit. 

  Business response

  11/09/2021

  The customer is not using the correct lids with the dispenser. We also state on the item page that this ships with a round tube. When customers order this item, they must choose their lid compatibility because the dispensers are made to order and are made to fit specific lids. The compatibility will list the model number of the lid they need to use with the dispenser. The customer chose the following lid compatibilities: **** **** for one dispenser, **** ****** for the other. When the customer told us they received the wrong item because their lids are not fitting, we asked what lids were being used with the product because the photos showed that the correct item was shipped. Customer told us they were using **** ****** and **** ****. This confirms the customer ordered the wrong dispenser for the lids they have. Because this is not a returnable product, they will need a conversion kit to fit their lids, and we are willing to provide a 25% store credit to cover this cost due to the damaged claws. We will not be covering the full amount of the conversion kits needed due to the wrong product compatibility being ordered. We understand the customer's concerns, and have offered a resolution to assist the customer. 

  Customer response

  11/16/2021

   Complaint: ********
  
  I am rejecting this response because:
  
  i am very happy that they agreed to a refund but they only refunded me half. i paid $533.01 what do i need to do to receive the other half.

  Regards,
  
  *** ******

  Business response

  11/16/2021

  I apologize that the original refund did not go through properly, ***. I don't quite know what happened, but we submitted the second half of the refund and that went through yesterday, 11/15. You should see that on your statement in the coming business days. It looks like we were now able to get the full refund through between the two. Not sure what happened when I submitted the original request, but we got it to go through now!

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a stove from this company and the first one they returned without calling us and charged us a restock fee which we paid and ordered it again then we get the second so and the oven doesn't work we are restaurants we need the oven and that's why we ordered the stove it took me forever to get ahold of them then they told me I had to call the warranty the warranty then told me they were going to try to find somebody to come out and see it which took weeks and now they're saying they have to get the part when we called back to say pick up the stove this is crazy. I've had this stove for months now and it is not getting fixed we are a restaurant that needs a stove and they'd keep giving us the runaround clearly they should take a step back if it does not work from day one and clearly they should compensate us for the time that the stove is not working like they charged us a restock fee but ultimately I just want a working. Today yesterday a working stove

  Business response

  10/14/2021

  We were sorry to hear the original one had to be returned and that the 2nd unit was not working properly. For the first unit, the carrier made multiple attempts to call the customer and schedule an appointment, however there was no answer and the voicemail was full. At that time, we also reached out to the customer via email on 8/13 and 8/16 in an attempt to get this delivered. We informed the customer that if we do not receive a reply that this would have to be returned in order to avoid storage fees and that the restocking and return shipping would be deducted from the refund. When we did not hear back from the customer on 8/18, we had the order returned. 

  With regards to the 2nd unit that was shipped, we will go through the manufacturer's warranty, as that is who this is through. There was definitely some trouble in contacting the warranty department, which we do understand. We contacted the warranty team to get an update on the replacement part, and they informed us that they are authorizing the replacement of the entire unit under warranty. We reached out to the customer with this information on 10/12 so that we could confirm the address and phone number so that the replacement unit can get shipped. The customer provided us with the information on 10/13, so we will be getting the new unit shipped to the customer ASAP. They will receive email confirmation once this is entered, as well as tracking once it ships. 

  We acknowledge the customer's concerns, and we were able to work within the warranty to get this resolved. 

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered almost 2,400 dollars worth of ****** jelly fillers. They were delivered last December. At the time of delivery my business was shut down. Well after a couple of months we were gearing up to reopen. I opened the box to a complete disaster! Half of the parts were missing. I had to order some spout pieces that costed me almost 500 dollars. Only to find out more pieces was missing! In order for me to replace those parts it would cost me triple the price of what it normally would cost. I asked for a refund, Webstuarant stated they maybe able to, but will charge me a whopping 30% restocking fee!!! This company is scamming these small business. First Covid now this company!!! I just want my full refund and never deal with this company again!

  Business response

  10/08/2021

  We were sorry to hear the customer was missing parts for the jars. We were able to get the manufacturer to ship the customer the lids that were missing from this order. The customer said they were missing other pieces, but the pieces missing are not included. They would need to be ordered separately. The reason for the restocking fee is the customer informed us on 10/6 that they ordered the wrong item. Because this is due to the customer ordering incorrectly, a standard return would be applied to this. This order delivered in December, 2020. We are typically not able to issue returns after 30 days. However, in order to assist the customer, we checked with the manufacturer to see if they could allow the return even though it's been 10 months since delivery. The manufacturer is allowing this, so the customer is allowed to return the product for a refund, minus the restocking fee and return shipping.

  We acknowledge the customer's concerns, and have made multiple resolutions and exceptions for this customer in an attempt to resolve this. We shipped out the missing parts, and the customer is allowed to return this even though it is out of the 30 day return window. No further compensation will be provided at this time. 

*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. ↩