The WEBstaurant Store

I ordered two fryers from this company in October. My food truck wasn't finished being built until JUNE 1st. I had been using only one fryer due to a propane regulator issue. After I bought the right regulator I could use both fryers. I hooked both fryers up the night before last. The fryer that I hadnt even used AT ALL CAUGHT ON FIRE...I used it literally 3 hours and it was up in flames! I contacted the company and they pretty much said suck it up SO BUYER BEWARE!

I have ordered from Webstaurant before with great results. So when I saw some lab coats that I was searching for on their site, I didn't hesitate to place my order. My staff usually takes a medium size, but because we are aware of size fluctuations, I ordered Large. When we received them, I had someone try them on. They were marked "Large", and which would have been accurate if the person was a child. None of us could get the coats on. So I went back online and initiated a return. The system rejected my return and indicated that I would need to speak with customer service. I entered into a live online chat. After explaining my problem, I was told that I could return the coats with a 30% restocking fee plus shipping. In other words, it would cost me more to ship them back than what I paid for them. When I objected to this, because their defective sizing was not my fault, she then offered to "split the restocking charge". See pic. I ended the chat. Soon afterwards I received a marketing email from Webstaurant. I went back into the chat and asked to be removed from any future contacts. The same rep then said she "would waive the restocking fee this one time" but I would still have to pay shipping. I basically told her to pound salt, and we would eat the loss and not do business with them again. I am posting this review everywhere possible.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Your delivery guy rushed us to sign it while we were busy When we saw the box after we signed, we told the driver and he said for me to all Webstaurant to send another guy to pick it up since he was in a rush to go home Looking at customers review, this is NOT THE FIRST TIME you have done business like this If you insist to continue this practice, I will find everyway I can to post this incidence on every blog I can find Regards, [redacted] ***

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and would prefer to return the pot for a refund A pot that is over $should not warp during the first use and I do not want another one Regards, [redacted] ***

Hello ***, I recently received your communication with the Revdex.com and wanted to take some time to reach outFirst and foremost, I want to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part With that said, I did want to provide some clarification given the issueAs a wholesale distributor, we, the WebstaurantStore, sell products made by many different manufacturers, each with a correlating warranty If you receive a unit that is not functioning at any point during the warranty period indicated, the manufacturer is responsible for resolving this according to the warranty specifications If applicable, a warranty document is available on each product’s page for reference prior to ordering; below is the document provided for your ARY VacMaster with warranty information, as well as tips and troubleshooting for the unit you purchased: https://cdnimg.webstaurantstore.com/documents/pdf/ [redacted] When you are purchasing any unit on our site, you are purchasing and agreeing to the warranty and return policies These policies may be different than you are used to if you have not worked with a wholesale distributor in the food service industry previously, but you may have been paying a little more upfront to receive a higher level of service that allowed for a refund if any issues We absolutely stand behind the functionality of products we sell, and if there are any issues, we will advise and assist to the best of our ability Because this is a warranty issue, we do succumb to the manufacturer as the experts and must proceed upon their instruction Additionally, because returns are strictly for unused items in their original packaging, this situation would need to be handled directly with ARY under the warranty purchased Since we received a chargeback yesterday for the order, I am inclined to say that we are not able to assist you further so long as the chargeback is open We would strongly encourage you to work with ARY to troubleshoot and, ultimately, service the unit as we are not able to set up a return and/or issue a refund for the unitSincerely, Kaitlin W [redacted] Customer Solutions Team Leader

While we can understand the customer's perspective and concerns, we did our best to inform them of their deliveries as noted belowPer our records on this order, the tracking email was sent on 10/20/at 4:PM ESTThe shipment notification email included the tracking information for the delivery with links directly to ***’s website with delivery estimatesOnce the automated email is generated, the account dashboard is also updated with the information that is emailedOn 10/24/our representative did send a follow up email from the conversation that took place the same day explaining the return process and fees associated with the returning shipmentWe do apologize that a mutual consensus was unable to be reached with the carrier to have the shipments redelivered to the locationAs the carrier stated that they refused to come back to the location due to prior incidents, the freight had to be returnedThis information was also included in our communication with the customer on 10/24/The products were returned to our Pennsylvania facility on 10/At this time no damage was present and the items were returned to stockThe refund was processed for the subtotal of the items ($94.08) less the restocking fee ($14.82) and the return shipping costs ($36.00)The total refund on this order back to the purchasing card was $on 10/27/

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Any web company that demands a customers bank statement, receives it and even then will not send product while putting holds on their credit card should not be selling products on the web PERIOD, FULL STOP, EXCLAMATION POINT Please put this comment in their record so that other customers may be warned and not also waste their time as I have.Sincerely, [redacted]

We sincerely apologize that our customer received a [redacted] oven with transit damageWe do ask that all of our customers fully inspect shipments upon delivery, even if there is not damage to the exterior of the packaging, it is imperative that they open the packaging and note any signs of damage on the proof of deliveryWe have offered the customer a 15% discount on the unit as well as paying for a technician to come out to inspect the unitAs a one-time exception, we would be willing to have the current unit returned to us and send a new one to the customerIn order to do this, we need confirmation that the unit has never been usedIf the unit has been used, we would not be able to accept it back to our warehouseThe customer would also be responsible for re-packaging the unit and securing it to a pallet so we would be able to schedule a pick upOnce the piwould occur, we would be able to reship a new unitIf the customer would like to further discuss this option, I would encourage them to reach out to us at [redacted] so we can begin to take the next steps

Thank you for the review, ***I am very sorry to hear you are still having issues with the ice cream machine you purchased from usAs previously stated, this is not a matter of us not standing behind the items we sell, but rather it is us standing behind the manufacturer’s warranty processIn order for a customer to be refunded for an item that is defective the manufacturer has to confirm the defectThe manufacturing representative we have spoken with confirmed this was in fact not a warranty issue and not subject to a creditI have reached out this morning to the technical support representative you spoke with, Peter S [redacted] , to ask for clarification on the conversation the two of you hadIf the manufacturer is willing to confirm the defect we will be more than happy to resolve this issue with youPlease let us know if you have any further questions

Hi There, We are sorry to hear of this unfortunate circumstance and do want to help ensure our customers receive what they needA problem that can occur, as in this instance, is if an item has been mistakenly ordered, and is used, it can no longer be resold as new to another customerThe item was shipped directly from Beverage Air, who determined that this order could not be returnedOur Customer Solutions Specialist, Shane, spoke with the customer on 7-1-15; the chat transcript is shown below for reference Per the customer’s request, we contacted Beverage Air more than once to see if there was anything further that could be done outside of the proceduresWe asked if there was any way they could accept it back as a return, and also checked to see if the unit’s temperature range could be adjusted so that they could use it as a refrigerator and not solely as a glass froster Beverage Air stated they would not accept the order back as a return because the order had been technically used and no longer was new or in the original packagingThey also confirmed that the temperature range was only able to be set at the - degree range and that it could not be altered or adjusted and used as refrigerator We do encourage customers to contact us via email, use our Live Chat, or to call us directly if they have questions in regards to a potential purchaseThere are numerous places within our web site where customers can find our contact information, and if any customer asks to speak to us on the phone, we are more than willing to do so if they preferThe item details describe the unit to be used for specifically frosting mugs or plates; that it will maintain a temperature of -degrees, and is listed under the category of “Glass Chillers and Frosters” [redacted] We have offered to make an exception for the glass chiller unit to be returned back to usSince it can no longer be sold as new, we would resell on our “Scratch and Dent” Outlet store, on behalf of the customerWe would charge a reduced fee of 10% (a standard return restocking fee would be 20%), for the labor/listing/processingOnce the transaction is completed the sold amount would be refunded back to the customer directlyWe suggested that selling locally may be something to consider, but if that wasn’t a feasible option, we would help facilitate another avenue for the customer to recover funds for their item Chat Transcript Visitor: [redacted] Operator: Shane Company: webstaurant Started: 1-Jul- 4:17:PM Finished: 1-Jul- 5:51:PM 4:17:PM: [redacted] Welcome [redacted] ! Your request has been directed to our Customer Solutions departmentPlease wait for a team member to answer your call 4:17:PM: [redacted] Call accepted by operator ShaneCurrently in room: Shane, Emad Antoun 4:17:PM: Shane: Hi this is Shane, how can I help you? 4:17:PM: [redacted] : hi 4:18:PM: [redacted] : I bought a fridge from your store lasr week and it turns out to be freezerwebsite description isn't clearorder no is [redacted] 4:19:PM: Shane: Let me check this for you 4:21:PM: Shane: This unit is a glass frosterHow is this unit being used? 4:21:PM: [redacted] : to chill beers at the barits listed under chillers category 4:22:PM: Shane: Are you inserting the beer inside the unit or just the glasses? 4:23:PM: [redacted] : just glasses 4:23:PM: [redacted] : I mean beer bottles but its freezing the bottles 4:24:PM: Shane: Is the beer inside the bottles or empty bottles? 4:24:PM: [redacted] : yes there's beer inside the bottles 4:29:PM: Shane: This unit is a Glass Froster, not a cooler or merchandiser The temp range is -F so it would bust bottles of beerThis unit, you would insert glasses to frost and then insert the beer into the glasses 4:31:PM: [redacted] : I thought it was a coolerlisting both of them under the same category was confusingI want to exchange it with a cooler please 4:35:PM: Shane: Because the unit has been used, I am not able to set up return for the unitWe are not able to set up exchanges and can REQUEST returns back to the manufacturer, but they require for the item to be unused and in the original packaging, I do apologizeI could only recommend to maybe attempt to sell the unit locallyThe listing of what was ordered and specs are correct on our site This would be a similar item that you would need, it holds 32-degrees F [redacted] 4:36:PM: [redacted] : I didn't use itit just froze the bottles so I stopped it right away 4:38:PM: Shane: Well the unit has been plugged in for usage already so the manufacturer cannot restock and sell it as a new itemI can contact Beverage Air and see if maybe there is a setting or if it can be changed but I know it would not be able to be returned back 4:41:PM: [redacted] : please doI don't want this itemi'm sorry I don't mean to be annoying but if we can't reach an agreement i'll report this to Revdex.com I buy a lot of stuff from you for my business and this is not the kind of treatment i'm expecting 4:43:PM: Shane: I will check to see what I can do for youI do wish to help but I am sorry if I am misunderstanding why this would be reported to the Revdex.com? I do understand this is not what you are needing and I will check into seeing what I can do, but the listing, details, and specs of the item are correctly listed on the websiteBeverage Air will not stock the item back, because they would not be able to sell it as new 4:44:PM: Shane: I do hope to find a resolution that works for you but cannot guaranteeI am sending a message to our Beverage Air representative now on thisIt is almost 5pm EST so I know I will not get a response until tomorrow most likelyAs soon as I do, I will update you ASAP via email at [redacted] @***.com 4:45:PM: [redacted] : I bought it from you not beverage air and i'm expecting you to do something about itI'm willing to pay a restocking fee 4:48:PM: Shane: I am looking into all possible options for youDo you have the original packaging? I will ask them if a return can be set up but cannot guaranteeWe do not stock this item, so the manufacturer will need to confirm a returnWe cannot sell the item as new so I will see if any exceptions can be made 4:50:PM: [redacted] : ok please see what can be done about itNo unfortunately I didn't keep the boxI didn't expect this to happen at allI buy a lot of stuff from you and never had any problem 4:53:PM: Shane: Okay, I will check into this for youI will update you as soon as I have the information for you 4:53:PM: [redacted] : are you going to email me? 4:54:PM: Shane: Correct, as soon as I have an updateIt will not be today so most likely tomorrow 4:54:PM: [redacted] : thanks 4:54:PM: Shane: You're welcomeI will be in touch soon 4:55:PM: [redacted] : okThanks 4:55:PM: [redacted] is now off-line and may not replyCurrently in room: Shane 5:46:PM: [redacted] Shane has left the conversationCurrently in room: room is empty Visitor Details --------------- Your Name: [redacted] qxref: [redacted] qxusr: [redacted] IP Address: [redacted] This transcript email message was automatically generated by [redacted] .com

Hello, When contacted by the customer about the incorrect martini glasses being delivered, we requested the item number present on the packaging to ensure our warehouse properly packaged and shipped the items to the customerThe customer confirmed via our live chat system that they received the correct item, [redacted] Retro Cocktails oz Martini GlassBecause we want to ensure customers are able to make an educated purchasing decision, we try our best to provide any information the customer may need up front on the item’s pageThis glass is a size oz glassIn the restaurant industry, beverageware capacities are stated in ounces and are an approximate maximum capacity based off of an industry standard sizeThey are not to be used as a standard of measure for serving capacityThis information is available on the website under the “Customer questions about this product” sectionIf the customer would like to return for a refund of the glasses’ price, minus the restocking fee and return shipping, we would be willing to accept that return if unused and in the original packagingThis return was not previously set up so I have emailed the return details to the customer in the event they do decide to return the glasses.Thank you,Katie C [redacted] Customer Solutions Team Leader

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Webstaurant has a responsibility of ensuring the working order of the equipment they sellEven if we had noted any exterior damage on the unit it would be impossible for us to unpack and connect the refrigerator to see if it is in working condition with the minutes they mention the carrier will wait to see if you accept the orderIt is common practice to wait a couple hours before plugging a refrigeration units after they have been transported so how are we supposed to verify the working condition of the equipment in minutes? It is outrageous that they do not have some type of guarantee on their defective equipment Regards, [redacted]

We will meet the customer halfway and cover half of the return shipping which would be an additional $Please note that the return shipping cost of $for approximately lbsof freight that we originally gave to the customer is a significantly discounted rate, and we will end up eating a much higher return shipping cost through our account with FedEx.This issue should now be resolvedPlease let me know if there are any additional questions or concerns

We are still in communication with this customer over the unit they receivedOur goal is to help get this unit to perform as explained by the manufacturerTo achieve this goal we have requested a video of the unit in use to have the manufacturer review to see if there is a defect, or any tips they can provide on how to use the unit more efficientlyAlso, the manufacturer has offered to speak with the customer and provided their Technical Service phone number of 800-523- As the unit has been installed and is in use it cannot be considered for a standard return, however we are more than happy to help facilitate a conversation with the manufacturer to insure the proper use and care of the unit that will achieve the customer’s goal of having a unit that efficiently bags ice

Hello [redacted] , I recently received your communication with the Revdex.com and wanted to take some time to reach outFirst and foremost, I wanted to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your partI took some time to review the conversation you had with one of my representatives, Katie, yesterday in regards to the faucet purchased on order [redacted] and there does seem to be some contrasting information According to the chat you had, it appears as if the faucet has been installed at this point Had the item just been removed from packaging, we could accept the item back as unused since it could easily be repackaged and put back into stock Once the item has been installed, however, we would be unable to turn around and sell that item to a new customerAs a wholesaler, we require items to be unused and in the original packaging so that we can restock the return as we do not build margins into the cost of our items to allow for used returnsAll of that said, I do want to work with you to find a resolution In the chat with Katie, you mentioned that you were just looking to have the afaucet for the item you purchased I do see we offer that as an item that would be compatible with the unit you purchased At this point you would just need to purchase that one part and would then have the item you needThat item can be found at the following link: http://www.webstaurantstore.com/ [redacted] Should you have any additional questions or concerns, please do not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for youThank you again for taking the time to contact us with your situationSincerely,-Eric L [redacted] Customer Solutions Team LeadWebstaurantstore.com

Hello,The [redacted] Light Weight Vacuum Cleaner is described on our website for use in an office, store front, or lobby and ideal for smaller cleaning jobsAll returns must be unused and in the original packaging, so this could not be returnedIn our conversation on 2/with the customer, there was a question of if the vacuum was functioning correctly, so the manufacturer's contact phone number, ###-###-####, was providedThe manufacturer prefers to be contacted by the end user, who has the unit in their possession for easier trouble shootingHas the manufacturer been contacted about any defects with the unit? Please provide who you spoke with at the manufacturer and what was discussed and we can look further into this issue for you.Thank you,Andrew S [redacted] Customer Solutions Team Leader

Sue, I apologize that you have had issues with your Carnival King Popcorn PopperI wanted to reach out to you to clarify a couple of things regarding thisWe would be more than happy to have this unit sent back to us on our account to test whether or not it is defectiveYou would not be responsible for that cost to ship it back to usOnce we get this back to us we will test itIf we determine it is defective we would then credit you back in fullIf it is not, we would be able to ship it back to you on your account and offer some suggestions as to why it was not working properly for youPlease feel free to contact us so that we can get this unit picked up and inspectedYou can call us at ###-###-#### or using [redacted] to get this set up- just have your order number handy ( [redacted] )Thank you and I look forward to hearing back from you Dan C [redacted] Nevada CS Team Leader

Thank you for your review, ***We are so sorry that the bar height table bases did not work for youIn further review of your order, I see that there may have been some miscommunication on whether the items were initial the wrong height for your needs or if they were damagedFor any items that arrive damaged, we are more than happy to work with you to develop a solution in either a reshipment or a credit We do ask that all shipments are immediately inspected upon receipt and that we are notified within business days of any damages or shortagesThis allows us the opportunity to follwith the carrier for this type of claimI am happy that we were able to resolve this for you and have the items returned and a credit will be issued back to your original method of paymentIn the future, please do not hesitate to contact us if you have questions about our items or their functionalityYou can contact us at [email protected], or you can reach us by chat or phone

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Any business can you that excuse of "Savings" to make it easy to past any and all responsibility to the customerAny company can sell a customer junk and they would not know it until they use the product with this kind of policy Regards, [redacted] ***

Absolute worst customer service I have ever dealt withI received an order that wasn't packaged correctly and so it arrived damaged to the point that I could not use it for its intended purposeI called customer service and was told to submit photos of the damage for a reviewPhotos were submitted and I was never contactedI called again and spoke to a new claim rep and got the same instructions and still no follow upI called a third time and for the third time I sent in the request refund information only to never be contactedI ate my loss and through away the damaged product and vowed to never do business with webstaurant again nor would I ever refer someone else to get supplies through this vendor