The WEBstaurant Store

I decided to call the warranty company and the issue was resolved. Please close the complaint. If the problem persists, I will file another complaint. Regards,[redacted]
[redacted]

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 jobs. All returns must be unused and in the original packaging, so this could not be returned. In our conversation on 2/15 with the...

customer, there was a question of if the vacuum was functioning correctly, so the manufacturer's contact phone number, ###-###-####, was provided. The manufacturer prefers to be contacted by the end user, who has the unit in their possession for easier trouble shooting. Has 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

Hello, I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives. The customer purchased the [redacted] 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle - 12/Pack...

(https://www.webstaurantstore.com/core-14-1-2-x-3-1-2-four-hole-natural-finish-w...⇄ on 1/16/18 thinking they would be compatible with the [redacted] 265 5 oz. Customizable Can Taster Glass - 24/Case (https://www.webstaurantstore.com/[redacted]-265-5-oz-customizable-can-taster-gl...⇄ that they purchased on 10/11/2017. When you look at the item page of the beer flight sampler paddle and the taster glasses, we provide a “You May Also Need” section. In this section we include the specific items that will be compatible with the item. When you are looking on the item page of the Core 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle, the [redacted] 265 5 oz. Customizable Can Taster Glass is not listed as compatible. When you are on the item page of the [redacted] 265 5 oz. Customizable Can Taster Glass, the Core 14 1/2" x 3 1/2" Four-Hole Natural Finish Wood Beer Flight Sampler Paddle is not listed as compatible. Since they purchased the incorrect sampler for their glasses, we advised we could set up a standard return. Our standard return policy, which is listed on our Policies Page (https://www.webstaurantstore.com/policies.html#Returns_Policy) says, “A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for commercial locations and 30% for residential locations.” It does appear we originally told the customer it would be a 20% fee, but since they shipped to their residence it would be a 30% restocking fee. We apologized for the confusion on 2/11 and advised we can offer the return with the 20% restocking fee on 2/12. Along with the sampler paddles, the customer advised they received damaged [redacted] 132 Heavy Base 8 oz. Hi Ball Glasses - 48/Case. We immediately asked for pictures and asked how many were damaged. On 2/9, the customer said 16 glasses were damaged; therefore we offered a refund for those 16 glasses in store credit or back onto their original form of payment. The customer advised they wanted a full refund, but they provided us with a picture showing more than half were in good shape. I have attached the picture to this email. Sincerely, Amy B[redacted] WebstaurantStore Customer Solutions Team Leader

Thank you for the inquiry. I believe the customer thought they were purchasing the item directly from [redacted]. To clarify, we are the Webstaurant Store ( www.webstaurantstore.com ) and do not sell any of our items directly on [redacted]. Along with other payment options, we offer...

[redacted] as a payment server for customers to choose their preference when checking out. Although they can choose other payment servers, it still means that the customer is purchasing from our web site, not [redacted]. The
reason that we charge a restocking fee is to keep costs, and ultimately our
prices, down for our customers. There are a lot of costs associated with processing an
order, as well as returning an order.The restocking fees that we charge are for receiving, inspecting, repackaging, updating inventory, and completing the return in our system. Any and all details about our returns process are listed on the following link: https://www.webstaurantstore.com/policies.html#Returns for Residential Shipping Addresses If the customer would still like to return the items, we are willing to waive the restocking fee and offer that back as a store credit. We hope that this helps the customer understand more about our company and how we operate. Thank you!

[redacted],Thank you again for your patience as I awaited Mary's return to the office.  She just got back to me today and is not specifically aware of the issues that you reported or the conversations that took place, so she reached out to her technician, Rick, to give you a call.  I provided them the phone number on file, ###-###-####, and stated they could ask for you or [redacted] as you previously stated.  You should be hearing from Rick today and he will be able to further advise and inform me of the outcome.  If you do not hear from him, Mary stated you could call him directly at ###-###-####.Our hope is that through this conversation with Rick, the issues can be discussed in more detail, and we will be able to proceed according to his recommendations.Sincerely,Kaitlin W[redacted]Customer Solutions Team Leader

We apologize for the delays while we have been working with the manufacturer. We sent an email today stating that we are having the replacement part that is needed sent out at no cost to the customer. One of our team leaders will be following up by 5PM EST tomorrow (9/19) with an update on whether or not a technician is needed to install the part.

Hi There, I do apologize, but we would not be able to treat this as a standard return. On a normal return, if item is new, we would charge 20% for the restocking fee, then place the item back into our inventory and sell it as new to another customer. We do not stock this item in our warehouse, and since the manufacturer is unable to accept the glass froster back, a standard return for credit up-front would not be possible.The exception that we could offer is to list the item on our Outlet Store (where we normally sell items that have been scratched or dented during transit). This would be an option that could expose the unit to other food service professionals and take the work out of the customer having to do it on their own. We could list the item as lightly used with the listing price set where the customer wishes. We would take care of taking pictures, listing the item, answering any product questions, packaging the order and shipping it to the new owner once it was sold.  [redacted]We would be offering to resell the unit on behalf of the customer. Since the item cannot be resold as a new unit through our web site, we would only be able to offer reselling the unit and then transferring the funds recovered directly over the customer.

To Whom it May
Concern:
 
On 1/22/16 this
customer set up a return for items [redacted]/[redacted] and [redacted] on order
16751123, stating that the unit was not what they were looking for as it was
too large. We treated this as a standard return, meaning that the item was
unused and in the...

original packaging. Upon inspection of item [redacted] it was
determined that the unit was used and that we are unable to return it to stock
and are now facing a loss on the product. We offered to ship the item back to
the customer at their cost, but this was declined by the customer. I have
checked with our returns department regarding the possibility of us receiving a
used unit in a past return and accidentally shipping it without inspection to
the customer. We have not had a return for that item at our Maryland location, meaning
that this unit was shipped brand new from our stock and was returned used. We
reached out to the customer on 2/15 to inform them that we are making an
exception to refund them, provided their [redacted] dispute was dropped. The
customer confirmed that it was dropped and we have refunded the customer for
the cost of both items returned minus a 20% restocking fee and the return
shipping, as stated in our original return email that was sent on 1/22/16, for
a total of $45.16. Thank you,Dan C[redacted]NV CS Team Leader

Hello,This customer purchased a [redacted] Cotton Candy Machine and contacted us on 5/27/16 that the axle for the wheels was not long enough to install. Since the unit shipped internationally we agreed to credit back the customer in full since the correct axle was not in stock and able to...

ship out quickly. They were refunded on 5/27/16. A week later the customer placed an order for the same unit. The same issue with the axle was present in this second unit. As the part was still not available we agreed to bring the second unit back to us. We provided prepaid [redacted] shipping labels through the [redacted] website on 6/7/16 for the customer to have the second unit returned to us. We will credit in full once it is returned. We have also contacted our Purchasing Department to be in contact with the manufacturer since this appears to be a defective part provided in the kit. We also recommended to the customer that with the unit that we were not returning they may be able to find the part locally to fix the unit.At this time we are just waiting for the second unit to be returned to refund the customer in full.Thank you,Andrew S[redacted]Customer Solutions Team LeaderWEBstaurant Store

Thank you for your review, [redacted]. We are so sorry that the bar height table bases did not work for you. In 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 damaged. For 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 5 business days of any damages or shortages. This allows us the opportunity to follow-up with the carrier for this type of claim. I 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 payment. In the future, please do not hesitate to contact us if you have questions about our items or their functionality. You can contact us at [email protected], or you can reach us by chat or phone.

[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 find that this resolution is satisfactory to me.  Thank you, Revdex.com, for helping as the intermediary in this process.
High Regards,
[redacted]

Hi [redacted], I see that you spoke to Mike, our Customer Solutions Specialist today, who passed along the information that we should receive an answer tomorrow. We have documented that the service technician, following their appointment, is ordering a replacement controller and we also are sorry to hear that there has been further problems with the handle. We have noted that you would like to have the cooler returned back to our facility and receive a refund so you can purchase a different unit. I have submitted this resolution for approval. As soon as we receive confirmation tomorrow you will be contacted right away. If you have any questions or need anything in the meantime, please feel free to let us know.

To whom it may concern, On 9/5/2016 this customer placed an order for a [redacted] Spiral Fry Curly Fry Cutter (Item# [redacted]). This item was shipped the following day and arrived to the customer on 9/8/2016. We were contacted by the customer on this date asking to return this item as they had...

ordered the incorrect unit for their needs. After explaining our return process the customer felt that they did not want to pay the return fees and decided against returning the item. We have all of our return information listed here- http://www.webstaurantstore.com/policies.html#Returns_for_Residential_Shipping_A...⇄ for customers to review prior to purchasing. We do charge a 30% restocking fee for residential customers as well as the return shipping in order to process returns. In this instance we would be willing to lower the restocking fee from our residential rate of 30% to our commercial rate of 20% if the customer was still interested in returning this item as a one-time exception. All the customer needs to do is ship it back and we will credit them for the item minus the restocking fee. The customer would then be able to order the item that they originally intended on ordering at this point.

When an item is received with cosmetic damage but is a usable or fixable condition, we will normally offer a partial discount on the item as this is the fastest resolution for our customers. As we cater to customers in the food service industry, we understand that time is often the most valuable...

commodity and strive to find solutions that will take the least amount of the customer’s time. In this case, suggesting that our customer source a replacement nut locally, bend back the damaged corner on the shelf, allow us to issue a partial credit for the damage, and reimburse them for the cost of the nut was the fastest option available to our customer to solve the problem. Tim and I certainly apologize if the way that this option was presented came off the wrong way and unintentionally offended anyone. Tim had followed up with our customer prior to receiving this complaint and did offer to solve this issue in any manner the customer would like (returning and refunding the item in full or sending a complete replacement) but we have not heard back.

Hello, Our customer purchased the [redacted] Sweeper and contacted us after receiving this to let us know that they did not like the item and asked to return it. We responded by detailing our return policy and making them aware of the...

restocking fee and return shipping cost associated with returning the item. At the same time we asked them to confirm that the item is still unused and in its original packaging. They replied letting us know that it was unused and they still have it in the original box, and that they would like to continue with the return. When our returns department received the sweeper the item was in used condition. We contacted the customer who then let us know that they did use this and were not happy with the way it worked. We then offered to ship the item back to them as we could not accept the return. They were not happy with the resolution as they did not want the item, so as an exception we offered to sell the item as used on our outlet site at a reduced cost. If they chose this option we would need to deduct the restocking fee and return shipping cost from the reduced price we could sell the item for, leaving them with the refund mentioned of $13.77. We also offered to ship the item back to them at this point again, if they did not want to pursue this. They contacted us back and let us know they were not interested in this resolution and wanted a full refund for the item. We explained our return policy and procedure to them and offered a new resolution of making an exception to our policy waiving our return fees and giving them a refund of $61.78 which consists of the lower cost we can sell the item for as used ($47.22) and their shipping cost that they paid to send the item back to us ($14.56). In addition to the resolutions presented we had our warehouse test the sweeper at the customer’s request to see if the item was defective, or not working as advertised. Our testers determined that the item was working as intended and was not defective. Due to this we are not able to contact [redacted] directly for a refund as the product was found to be in working order.Thank you,

[redacted]
 [redacted]
I am rejecting this response because:
I tried to contact the manufacturer but the line is dead or an answering machine.  I told the company this!!  They will not honor there product.
[redacted]
[redacted]

Hello [redacted], I recently received your communication with the Revdex.com and wanted to take some time to reach out. First 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 do want to provide some additional clarification on the steps we’ve taken and how we got to where we are currently. Because we are a foodservice wholesale distributor, a majority of our items are intended for commercial use only and as such, the warranty is often void if not used in a commercial setting.  In order to be as clear as possible, we provide warranty information on each product’s page for our consumers to read at their convenience.  Additionally, for units that are not covered under warranty if used in a residential location, we provide a notice directly under the warranty PDF which states the following: RESIDENTIAL USERS: Vendor assumes no liability for parts or labor coverage for component failure or other damages resulting from installation in non-commercial or residential applications. The right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible.    When you originally contacted us on September 9, 2016, you let us know that the unit arrived damaged but this was not noted on the proof of delivery.  If damages are noted on the Proof of Delivery, we are able to either reship the unit or refund customers in full immediately after obtaining the legal document from the carrier.  In this case, the damage was not noted, so we become very limited in what we are able to do, but we filed the concealed claim in hopes of providing some compensation.  Later that day, you let us know that the ice machine was also not working properly.  At that point, we discussed that the warranty process does need to go directly through the manufacturer and as the damage to the unit was not related to its functionality, we would strictly continue with the claim and allow you to work with [redacted] to get the machine serviced. During the conversation, it was discovered that while the unit was shipped to a commercial location, it’s actually being used in residential location.  This will absolutely limit the service capabilities since most technicians for commercial products are not insured to service them in residences.  The notice included above for residential users is provided on the ice machine’s page, as well as the PDF warranty document which also explains the limitations of servicing for residential consumers.  From what you relayed to us, a service agent is actually willing to repair the machine, but they asked that you move it outside since they cannot service it in your home due to insurance and liability; however, you refused to do so.  Most warranties do not offer the option to return units for a full refund—this one include, which is why it is extremely important to read through the documents provided so you are fully aware of what you are purchasing.  Additionally, to clarify, we do not have a refund policy that states the item must be shipped to a business address.  One of the perks of shipping to a business address is that the shipping is often slightly cheaper and you are not required to have a liftgate—which is $45.00.  You did mention that you wanted to find a way to decrease the shipping cost and get rid of the liftgate, so if that was your intent, recommending shipping to a business for any order is standard.  I attempted to locate the call to fully understand the conversation, but I was not able to find it under the phone numbers on file.  If you would like to provide us an alternative phone number and the date that you called, I could certainly look into this further. With all of this said, we proceeded by offering you a 10% credit on the unit on September 12, 2016 due to the scratches, to which you accepted.  For this type of claim, we would typically wait out the claims process with the carrier and are often not provided any compensation; so we already made an exception in order to work with you on the matter given the circumstances. We will not be able to issue a return for a full refund at this time.  We strongly recommend that you continue to work with the manufacturer and the service agents to get this resolved. Should you want to discuss the situation further please do not hesitate to reply to this email at a time that is convenient for you. Sincerely, Kaitlin W[redacted] Customer Solutions Team Leader

On our website we list this product as being a wok cover, and it is designed to be used with 16”-20” woks. This can be found on the product page: https://www.webstaurantstore.com/[redacted]-14-1-4-aluminum-wok-cover/[redacted]...⇄ We do not recommend that items be used for something other than their...

intended purposes. In the commercial food service industry, measurements are considered to be nominal, meaning the dimension may be slightly different. The measurement is listed as 14 ¼” for customers in the industry to understand what the size is and what it looks like. They may not be exact because, in reality, each manufacturer makes items differently. The fact of the matter in this situation is the customer purchased this with the intent to use it for something it is not designed to do, which we do not recommend.  These are meant to be used in wok pans that are bigger than the cover. In the commercial food service industry, this slight variance of a nominal measurement does not make a difference if the product is used within its proper application.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Jun 14, 2016 at 4:16 PMSubject: Re: CID [redacted]Thats perfect . Thank you so much.  As soon as I find one I will send the bill to you[redacted]

When the customer ordered this unit, the picture in the screen shot they sent does show the disclaimer that the image is a representative image. The item ordered is the same as the item in the screen shot. It is common for us to periodically update any images on our site when we get better images from our manufacturers. We did update our picture of the item; however, no details about the product or the functionality of the product were changed in any way. We did offer to work with this customer and in no way meant to be unclear in our resolution or in our desire to help the customer. The unit was returned and the customer has been credited in full.