The WEBstaurant Store

[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: [redacted]
I am rejecting this response because:I do not understand how they consistently claiming both images are same when obviously these two are not same unit. even handles looks completely different. Moreover, I am not talking about the images anymore. If the product does make 1 1/4 inch thickness waffle like what description used to say, I would not mind about outside appearance. I am talking about the description they had for this product when I made a purchase. As I mentioned, THE WEBSTAURANT STORE changed detail description (which is very important factor to me) of this particular product and made customer confused so I am asking them for full refund instead of credit me after they take out 20% of restocking fee. I paid the return shipping as well and the unit is unused and returned. If it was my mistake, I would not do this for sure. I never disputed a charge unless it regards to identity theft, in my entire life but I had to do this time because I am 120% sure it is WEBSTAURANT STORE who made a mistake or falsely advertised and I am really really really upset. I do not want to play game with them. I already explained to them why I do not want to make another purchase from them in order to receive a full refund, and it is because I already lost credibility from this company.
Regards,
[redacted]

The delivery for this refrigerator is currently being addressed, and we are in direct contact with delivering agent. The customer did request a white glove shipment that has a slightly longer delivery time period; however when the white glove agent was ready to set up shipment, the customer’s...

location was only on their route for specific days of the week. Delivery was attempted once, but was delayed and unable to be delivered on that day. Due to this, the delivering agent removed any fees associated with a redelivery.  We are currently working with the customer as well as the delivering agent to find an acceptable time to complete the delivery.

Hello, On order [redacted], we were contacted 5/22/17 in regards to damages to the sink and the back bar refrigerator. The order was delivered by the carrier on 5/9/17 and signed for by the recipient without noting any damages on the Proof of Delivery. In order to file a claim for compensation from...

the carrier for the damages, we must be notified within 5 days of delivery in order to file a concealed claim on behalf of the recipient.  The necessity of inspecting and noting damages is listed before the checkout page where we include an optional printable check list. After 5 days, when the Proof of Delivery is not noted with damages, the carrier no longer allows us to file a claim for compensation for the damage. Due to this not being noted and past the time frame to file a concealed damage claim, we looked into an alternative resolution. At the time it was reported on 5/22 we requested photos of the damages in order to come to a resolution. On 5/23 we confirmed with the customer that the back bar refrigerator was in working condition and the damages were only to the cover of the vent. For the damages to the sink base, we requested that the manufacturer reship a new brace. We confirmed that the manufacturer would be able to replace the damaged brace for the sink at no cost to the customer. For the damage to the bar back refrigerator, we offered the compensation of 15% of the purchase price ($322.25). The customer requested that we check to see if getting a replacement panel for the bar back refrigerator was possible in lieu of the credit. This replacement part is not something the Webstaurant carries in our warehouses and would need to be ordered direct from the manufacturer who reports it could take up to several months.  The customer also requested a full replacement sink. Due to the damage not being noted on the Proof of Delivery we are not offing a replacement, but rather we are offing to provide the customer the $322.25 partial refund for the damage to the sink in addition to the replacement part the manufacturer is sending at no charge to the customer.  If the customer would like we can also reach out to the manufacturer of the bar back refrigerator to find out if and when we can get replacement panels direct from the manufacturer.

Hello,After discussing this further we have decided not to alter our checkout and purchasing options available on the site as we still believe they are good options for our customers. With that being said, we have contacted the vendor to see if there were any options to lower or waive the restocking fee as an exception and they have agreed to waive the restocking fee. Today my associate Leah called the customer and we left a voicemail offering this further resolution. We have offered to waive the restocking fee completely. The total credit once the return is processed will now be $805.32. The only costs deducted from the credit now is the fee the return shipping fee. Once we hear back from the customer my associate Leah will move forward with assisting her with coordinating a pickup and return. Once the items are returned the credit of $805.32 will be applied back to her original method of payment.Please let me know if you have any questions about this resolution.Sincerely,Beth F[redacted]WebstaurantStore Customer Solutions Team Leader

On Monday, October 10th we have reached a resolution with the customer to refund for the unit and the shipping as well as an additional credit of $300 that is being provided in a check to be mailed directly to the customer. We are continuing to work with the customer to set up a pick up for the...

defective unit.Our Customer Solutions Specialist Jeff has provided his direct extension to help provide better communication through the completion of this process.Thank you,Andrew S[redacted]Customer Solutions Team Leader

All products that are ordered from The WebstaurantStore are backed by the manufacturer’s warranty. For any warranty defects, you will need to contact the manufacturer directly at either [redacted] However, one of our Customer Solutions representatives will be reaching out to...

you via email to see if there is any troubleshooting that we are able to assist you with.

[redacted], Our intention as a reputable and growing business is to always be upfront with our customers about our processes.  If we did not do this, we know that we would not be successful as honesty and ethics are key to growth in a very competitive market. Because of this, we explain all of our practices on our Policies page.  This page can be reviewed at your convenience prior to purchasing by clicking on Policies, located at the bottom of the web page; here is a link for reference: https://www.webstaurantstore.com/policies.html.    Our Purchasing Team researches all manufacturers that we work with, as well as each individual product that we sell on our site prior to officially adding to ensure we are selling good quality products.  However, mistakes can be made and we have taken products off of our site if there are multiple issues.  I pulled the report for this item to check if we had several issues previously to deem this as a unit that should be taken off our site.  Despite selling thousands of these units, we have had less than a handful of issues—please note it is nearly impossible to find any commercial food service equipment that has never had an issue and this is why the warranty is in place.  During each situation, ARY took care of the customer either through troubleshooting or returning to them for repair.  Contacting ARY to service this unit will resolve the issue.  While we do understand that you do not wish to proceed with the warranty process, it was agreed upon in purchasing the unit and all information on our procedures is available prior to purchasing.  Sincerely, Kaitlin W[redacted] Customer Solutions Team Leader

To whom it may concern:Since the customer wrote his complaint, one of our Customer Solutions Specialists, Gina, reached out to him by phone to discuss the situation. At this point, she has offered to have a replacement grill sent to the customer after working with our warehouse to locate this extra...

part provided the unit is still working. The customer agreed to this solution, and we will continue working with him to see this through to the end.The reason we did not initially offer to replace the unit was due to the fact that the damage was not noted on the carrier's proof of delivery, and the photos of the packaging that the customer sent did not convince the carrier that the damage did or did not occur in transit. Once the proof of delivery is signed by the customer, liability typically falls on the customer if they find that the order did not in fact arrive in good condition. We will file a claim with the carrier on behalf of the customer, which we did, but we unfortunately do not always win the money back for the customer that we ask for.Please let me know if you need any further information.Sincerely,Jasmine L[redacted]Customer Solutions Team LeaderWebstaurant Store

Webstaurant Store has this Aluminum Wok Cover specifically listed and imaged, to use with larger Woks, “The cover is designed to be used with 16" - 20" woks”. We do not recommend products be used with other products or for other applications.  Further information on the proper use of this cover supports the nominal measurement of 14 ¼” having no impact on the cover and larger wok when paired and being used correctly, “Use the wok cover to keep oil from splattering your range, or to keep an authentic dish hot while you are waiting to serve it.”. With this cover not being used to the manufacturers intended use we would only be able to reduce restocking fees to 10% of the price of the cover (all returns must be unused). We highly recommended pairing this cover with the correct size wok (and wok ring if applicable). https://www.webstaurantstore.com/[redacted]-hand-hammered-cantonese-wok/[redacte...⇄ https://www.webstaurantstore.com/[redacted]-mandarin-wok/[redacted].html

Hello,While we are a commercial restaurant supplier, we recognize that not all municipalities have the same health codes. Some municipalities do not require that a restaurant’s equipment be NSF listed. These units, such as the product [redacted] purchased, are lower priced alternatives for restauranteurs...

that do not need their equipment to be NSF listed.  In addition, we list any certifications directly on the item’s page. If an item is NSF listed, there will be an NSF logo on the page itself. Our website is set up with filters for customers to use in order to narrow down products to show which items meet their requirements. On the left side of this page, https://www.webstaurantstore.com/[redacted]/countertop-induction-ranges-and-indu...⇄ customers can select the number of burners, cooking surface diameter, and there is also a filter that says “NSF Listed: Yes.” If [redacted] would like a double burner, NSF listed range that is a countertop unit, using those filters we can determine the products matching her needs can be found here: https://www.webstaurantstore.com/[redacted]/countertop-induction-ranges-and-indu...⇄ We are also available via phone, email, and live chat to answer any questions our customers have prior to purchasing. We originally offered to lower the restocking fee to 15%, however we are willing to offer a one-time exception and issue a store credit for the restocking fee, which would be $24.00. [redacted] would be responsible for the return shipping, which she had already agreed to. The rest of her refund would go to the original method of payment, and we can work with her to help find a unit that works for her restaurant’s needs.

We apologize if any of our email communication came across as intimidation or retaliation as that is never our intention. We also apologize for our mistake in not removing the customer’s order from processing until we heard from him with how he would like to proceed. While we are not able to hold...

orders for an extended amount of time, we do have a short window of opportunity to remove the order from processing temporarily in order to reach a resolution (i.e. cancelling or working out alternate arrangements with our customers). In regards to our returns, our standard return policy does state that when a return is made a refund will be applied minus the return shipping and a 20% restocking fee for our commercial customers and 30% for our residential customers. While we are unable to hold the shipment until January 15th,  because we made a mistake in not removing the order from processing until a resolution was decided upon and the customer is unable to accept the shipment  due to his business being under construction, we have offered to waive both of those fees as well as cancel the item that has not shipped yet and provide the customer with a full refund. Additionally, in order to make reordering so many items more simple, we do have the option for customers  who are logged into their accounts to click "rapid reorder" in the upper right hand corner of the website which enables them to quickly re-add any previously ordered items to their cart.

I have been contacted by the company and we have arranged for pick up of the items on Monday. They have agreed to waive the restocking fee. Assuming they stand by this commitment, I believe the matter is resolved. I will contact you if any additional challenges are encountered.Thank you for your assistance.
Regards,
[redacted]

[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: [redacted]
I am rejecting this response because:Dear Webstaurant Store,This matter has seemingly come down to my word vs. yours.  I can assure you that I was never redirected to a confirmation page, despite what your tech department might suggest.  I certainly do not enjoy taking the time to negotiate on this matter.  I am sure that you are hopeful I will just give up and pay you as I am sure many other customers have before.  I have taken the time to pursue this so far, because I firmly believe that I have been treated wrongly.  I do not believe the error was intentional, but it has affected me, your customer, and a responsible business would recognize that and pay at least the equal share of the cost to correct.  I understand that you may feel you are in the right here, but I do not feel that the information you have is correct.  Since contacting the Revdex.com you have made no additional effort to rectify.  I am asking for you to cover 50% expense of correcting this problem.  I feel that that is a fair standpoint.  Hopefully we can put this behind us, and our company can continue to spend money with you!
Regards,
[redacted]

[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: [redacted]
I am rejecting this response because:Contrary to [redacted]'s comment re working with distributors prior to this, I have over 35 years of experience working with distributors who stand behind their products and descriptions.The distributor that I work with primarily has the same product at the same price.  Unfortunately, I failed to check their website once I found the product on the Webstaurant/[redacted] web site.This distributor would have taken the product back without question. I had contacted [redacted] directly via their website prior to placing this complaint.  One of my employees contacted vendor, as well prior to filing complaint.  The response was very simple, no returns after 30 days, and product needed to be in the original packaging, and in this case, uninstalled. Needless to say, there was no way to determine the efficacy of the product without installing it.Re: Installation Questions1. Unit is installed above a standard 36" wide exterior door accessing production area of food processing facility2. Door is only opened once or twice a week for access to tank trucks for bulk loading.  Door may be left open for 20-30 minutes at a time.  However, I should note that I observed the flying insects passing through upon inspection of the installation.  That is, the door was open for a 20-30 seconds before I observed insects flying through near ground level, lower 2' +/-.  The airflow is greatly diminished as it approaches the floor.3.  Plunger switch is in use.  As mentioned in earlier correspondence, the original switch was defective and would not shut off when door was closed. As the door is in use for very short periods of time, it was not acceptable to have it running all the time.  This, coupled with a delay in electrician arriving to perform initial installation and returning to replace the switch, explains the extended period of time that has passed.We appreciate you reaching out to [redacted] on our behalf.  If Mary is to call here, she can speak to me or [redacted] S[redacted].Thank you for your efforts.[redacted]

This is the solution I requested with the seller, which they originally flatly rejected. When you have something go wrong, own it and correct 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. 
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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,   After reviewing the order and the items in the order I was able to determine that, while select chairs from this manufacturer ship free, the ones ordered in this instance did not qualify for free shipping. So there is no discrepancy between what was ordered and the shipping amount...

charged. You are able to review all from this manufacturer that ship with free shipping for orders over $1,000 here: [redacted] After reviewing the liftgate and Inside Delivery charge with our Traffic department, we have decided that we will cover this expense as an exception and will not be charging the customer the additional $53. We have applied the bill to our account and will not be charging the customer for this. I apologize for any confusion that this misinformation caused. Given that the rest of the order delivered as advertised and there were no free shipping promotions for the items ordered, we believe that this is a fair resolution. Regards,Dan C[redacted]

[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: [redacted]
I am rejecting this response because:Webstaurant is basically calling me a liar. They are making me go between them and the manufacturer because they do not stand behind the products they sell. Clearly I will be taking legal action next.  Regards,
[redacted]

[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: [redacted]
I am rejecting this response because:
I've sent them in; no response yet. 
Regards,
[redacted]

This is a complaint about a delivery issue. Webstaurant takes your address and phone number and does not automatically call you to deliver their goods unless you check a box on the payment page. If you do not notice this box, they will not call you before they deliver, and if you are not available to receive the package, they charge you $75 to redeliver or a 20% restocking fee to return the items. I feel this is poor service. They took my phone number when I placed the order, but because I was not aware of the box to check, they did not call. Other businesses take my phone number and then call when they deliver. I am not psychic, I am not able to guess that they require me to tell them to call. I feel they set me up to be fined $75. This is a poor business practice.