The WEBstaurant Store

[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]

[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:
Regards,
[redacted]

[redacted],
Thanks for the reply. 
At this point, I would like to just get this taken care of and make an
exception to have this refunded in full for you.  For the future, please note that any return
will have a restocking fee/return shipping cost and we cannot take back items
after they’ve been used.  This would
include if the item has been tested for an inspector.
I do see that you’ve opened up a chargeback with your credit
card company.  I will need you to cancel
that request since full credit has been issued back to your card.  You should be receiving a receipt showing
this credit shortly so you can feel confident in cancelling the chargeback.
Please let me know if you have any additional questions or
concerns.Sincerely,Eric L[redacted]

We do acknowledge the complaint that it is stated is that the unit can function at 120 degrees Fahrenheit. The temperature needed for a dishwasher to function properly can vary based on the numerous factors that were listed previously. 1.       The chemicals must be adjusted properly. The unit should have 4-8 mL of detergent, 2-4 mL of rinse aid and sanitizer adjusted to 50-100 PPM. All levels settings are determined by type and level of soil. 2.       Hardness of the water. Since they are operating at lower temperature, there are not as many minerals being "burnt" out of the water as a high temp machine, thus leaving lime scale on the wares which is harder for soils to be released. 3.       Water temperature. The minimum temp is 120 degrees fed to the machine for proper sanitation. 140 degrees is recommended for best performance. 4.       Water pressure. The machine is a "dump and fill" model meaning it will refill during the cycle and will not perform well if there is not enough pressure to fill properly. Also, the machine has to be adjusted for drain and fill operation to properly work. 5.       Operator training. The dish machine operator should be trained to properly scrap, sort, presoak, operate and clean the machine.   I have attached the spec sheet which states that 120 degrees is the minimum temperature and 140 degrees if the recommended temperature. If the customer is willing to re-install the unit, have the service tech come out to the location and replace the parts, we would be happy to work on additional trouble shooting options.

Thank you for that additional information, [redacted]. We have reached back out to [redacted] and they were not able to confirm the information you have provided. At this point, Webstaurant Store will not be able to provide compensation unless [redacted] is able to deem the unit as defective. If you believe the conversations did in fact occur with [redacted] you will need to reach out to them directly and work on a resolution. If they are able to deem the unit as defective we would be able to assist in working towards the resolution you are requesting. If you have any further questions please feel free to reach out to us via email using the address [email protected].

Complaint: [redacted]
I am rejecting this response because:
First of all that is not a resolution.  It is 8:45 a.m. and the cooler is reading 45 degrees right now.  I have a manual thermostat hanging inside of the cooler and that is reading 44 degrees, which means it is holding steady at that temperature. If it were merely cycling up because it got to cold it wouldn't read 45 degrees, which by the way is higher than their description states is acceptable.   The bar closed at 2:00 a.m. so that means that the cooler has gone unopened for 6.5 hours and it is reading 45 degrees.  That is unacceptable.  The compressor may be working as they stated but it is not cooling as it states in their description.  And yet no service technician has contacted me.  This just goes unanswered and as far as I am concerned this is a scam to keep a defective product in place without accepting responsibility.  The cooler is not filled to capacity, hasn't been opened in 6.5 hours and and is reading 45 degrees. The cooler needs to be returned at their expense and we will buy a different brand.  This brand is not working correctly.  I don't think I am asking too much.  Please help me with this.  
Regards,
[redacted]

We received notification from the shipping company that the customer’s package was being returned to us. We reached out to the customer on the same day we were notified that the package was not being delivered to ask what their preferred resolution was.  We let the customer know we could either...

credit for the order or reship a replacement at no cost. At the time, there seemed to be some confusion with the carrier as to the exact reason the package was being returned to us. The customer requested to have the order reshipped, and we did so at no additional cost to the customer. This new shipment has been delivered. We understand that there was confusion between the customer and the carrier as to the exact reason the package was returned to us. Therefore, we have therefore credited back the cost of the shipping.   We do strive to ensure that our products are packaged carefully, but unfortunately cannot always control what happens during the shipment process. Although rare, sometimes damage can occur and in those instances we will work with our customers during those situations to find a resolution.

This customer contacted us in regards to returning a waffle iron that was purchased. They thought they were shipped something different than what they ordered. The customer did send us the screen shot taken of the picture of the item listed on our website as well as a picture of what was received....

The item received is the same as the item in the screen shot and the item ordered by the customer. There is a disclaimer on the picture stating that the picture shown is a representative image. Since the customer was sent the correct item ordered and wished to return, we do have a restocking fee.  Our returns policy is made available prior to the customer placing the order. We offered to reduce the restocking fee to 10% from 20% as a courtesy, but the customer declined. We then offered to remove the restocking fee if the customer wished to place a new order for the correct item needed. This was also declined. The customer still wished to return and has since returned the item and was refunded the amount of the item minus the restocking fee.

We apologize for our delayed response and that the customer's Nacho Cheese Warmer/Pump did not work upon arrival. The item has a 6 month replacement warranty and we had asked for a video in order to determine if a replacement pump could be sent or if the the entire unit was defective. The customer...

has provided us with a video showing the defective pump and we have since sent a replacement pump that was received on 3/9/18 so the unit should be fully functioning. If the customer is still having trouble with the pump leaking, we can work toward a further resolution.

We are actively working with the customer and the carrier to get this delivery set up. The carrier can only deliver to this customer’s location on certain days of the week. This has delayed the timing in getting the shipment to the customer. They are looking at a potential delivery time for next week, but we are checking alternative delivery options as well and presenting these to the customer to ensure we are looking every possible avenue to get this delivered.

Hello,The shipping cost is displayed in two places before the order is placed on our website. First in the cart there is a shipping cost calculator. This will show the shipping cost with only having to enter the ship to zip code and address type before any payment information is entered. Then, after...

the payment form is selected, in the Review & Payment screen of the checkout all details of the order are displayed. The items, shipping and billing addresses, subtotal of items, shipping price, any applicable tax, and the total amount are shown. It is then on this screen that the customer must select "complete checkout to place the order. At the time that the customer contacted us, we had already packaged the order and it was too late to have it canceled. If the package is refused it would return to our warehouse and be handled as a standard return, not as a canceled order.Thank you,Andrew S[redacted]Customer Solutions Team LeaderWebstaurantStore

Hello,I again want to apologize for the delay with this order and was able to get it cancelled with the manufacturer. I have entered a refund which should post in 2-3 business days. Please let us know if there are any further questions. Regards,Dan C.

Hello, I’ve reviewed the order for the [redacted] Floor Fryer and it appears we have refunded the full amount of the fryer in store credit to be used to place another order. The total store credit applied to the account is $689.00 and was applied today, 12/19/17. We apologize for the frustration...

this situation caused due to the incorrect unit being delivered. When a unit is delivered incorrectly, we will do everything we can to correct the issue because it’s our responsibility to deliver what was ordered. This situation specifically became more complicated because the technician who installed the unit didn’t realize it was incorrect until after liquid propane was already filtered through the unit. As a certified technician, they should’ve recognized this error, notified the customer, at which time our company would correct the issue through a reshipment or credit. In the future, it would be most helpful if we can be notified within the 5 business days of an incorrect item being received. Again, we wouldn’t expect our customer to know this was the incorrect unit by looking at the hookups for the natural gas. However, inspecting the packaging of the unit shortly after delivery can confirm the correct item was delivered, based specifically on the item number on the packaging. We do our best to prevent errors when shipping items, but in the event that an error does occur, we will correct it if at all possible. If there are other questions regarding this order or the situation specifically, I would be able to provide any answers to those if needed. Thanks, Katie C[redacted] Customer Solutions Team Leader

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that my only choice is to this to accept this situation and move on.  Looks like they will get away with it once again..   (Of course they are going to say that the thing works, so that they don't have to return the money)   Companies like this will always get away with this and it really stinks for the hardworking American's that they are stealing from.Thank you Revdex.com
[redacted]
[redacted]

Hello, I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives. As my associate mentioned in her interaction with the customer, when a customer places an order with us, they are accepting the warranty on the unit as well. If...

there is an issue after they receive their unit, it must go through the warranty to be serviced or replaced. When the customer reached out to us on 9/1/17 about the unit being undersized and the coil leaking, we contacted the manufacturer to determine what could be done. The manufacturer provided us with the following statement, “The unit your customer has is undersized, which is why the cooler is not working properly. Only way to solve this problem is changing the unit.” The manufacturer cannot send out a service technician because the incorrect size was purchased and that would not be covered under the warranty. The warranty does not cover "service required as a result of improper installation", which would include installing an incorrectly sized unit for their location.  The manufacturer did advise the unit they would need is item #[redacted]. At that time, we suggested selling the original unit locally and purchasing the correct sized product for their location. Since the unit has been used, we are unable to return it. We are only able to accept returns that are unused and in the original packaging. We went into our archives and searched for the phone call conversation where the customer said one of our representatives suggested a specific unit. However, no such conversation was located where the customer asked about dimensions before the order was placed. If you look on the item page, the description of the unit includes the exact measurements: [redacted]  At this time, we have asked the customer if a different phone number was used when calling in to the WebstaurantStore before placing the order and they have not provided any information.   Please let me know if you have any further questions regarding this issue. Sincerely, Amy B[redacted] WebstaurantStore Customer Solutions Team Leader

Both of the phone numbers for the manufacturer's service line can be reached if you dial with a 1 in front of the full telephone numbers [redacted] A customer service representative has emailed [redacted] and would be happy to look into this situation further to ensure we are able to resolve this. We are in need of the scale's serial number as well as the description of the issues that are occurring with the scale. Once we have this information, we will be able to review this further with our team of Product Specialists to see if there is any internal troubleshooting that we can do for [redacted]. If there is not, we will reach out to the manufacturer on his behalf. In order to proceed in assisting, we will need [redacted] to reply to our email or call us at [redacted]

Customer contacted us on 1/4/2016 regarding their order with
us. They stated the Dishwasher ordered, which was delivered on 11/13/2015 via
common carrier/freight truck, was damaged.
Our policies on common carrier damages, which can be viewed
directly on our site by using the categories on the...

right hand side -View
Shipping Policy (the second option), then "Damaged/Missing Items - Common
Carrier” (http://www.webstaurantstore.com/policies.html),
inform the customer of how to receive and inspect their delivery. We also state
the delivery receiving and inspection process multiple times throughout the checkout
process.
Below is our message to customers receiving orders via
common carrier/freight truck during check out process:
“Your order will be
delivered curbside on a full size 18 wheeler.
You are responsible
for:
Removing the shipment
from the truck
Bringing it into your
location
Noting damaged or
missing items on the carrier's delivery receipt
If you do not make
note of these issues in any way on the delivery receipt, we cannot guarantee
any compensation for damaged or missing items. By signing your name on the
delivery receipt without declaring these exceptions, you are stating that you
have received your shipment in acceptable condition.
Upon inspection, if
any piece of the shipment is damaged or missing:
Note it clearly on the
delivery receipt before signing (ie - "missing 3 pieces", "holes
in packaging", "multiple dents on table", etc).
Keep your copy of the
delivery receipt
Contact us within 1
business day
Keep the damaged
packing materials for inspection
Take pictures of the
damaged items and packaging
PRINT CHECKLIST (this is a clickable link for the customer
to print their responsibilities for receiving a common carrier shipment)”
We ask our customers to contact us within 1 business day IF
there are any issues with the ‘item
or packaging’ from a common carrier delivery. This customer contacted us over a
month and a half later. Therefore we cannot file a claim with the carrier or “guarantee
any compensation for damaged or missing items.”.  By signing the delivery receipt without
declaring these exceptions, the customer is stating they have received their
shipment in acceptable condition.
This customer is stating there was ”no damage what-so-ever”
to the packaging, but they failed to inspect the item/contents of the shipment.
Because this customer failed to follow procedures listed on
our site and followed by any carrier we were unable to provide any
compensation. The customer then contacted us to split a bill with a local
service agent to repair the unit. The agent noted on his report the damage was “Freight
Damage” which brings this back to square one, inspecting the ‘item and packaging’ of the delivery and
contacting us within 1 business day. The carrier allows up to a maximum of 5
business days to be contacted.
The customer had this unit stored until moved into their
location to have it set up. We are unsure it the damage happened in transit, or
if it happened while in store, or during transit from their receiving
department to location, or did the damage happen during install. We cannot be
responsible for damage that is inflicted by the customer and we cannot
guarantee compensation if not notified within 5 business days of delivery.
The customer is stating they do not need to do anything IF
the packaging is not damage, but our policy reads as, "If any‘ITEMor packaging’ is damaged or missing, or if you have any doubt
about possible damage, you MUST do the following:". The packaging must be
inspected, yes, as should theITEMthat is being delivered.
We have emailed the customer multiple times to let them know
we would not be providing compensation for this item.

Hello, All of the items that are purchased on our website are backed through the manufacturer’s warranties. Manufacturers need to work with the service technician to diagnose and repair any issues. On Sunday, 10/1 when the issue was first reported, we informed the customer the steps needed to...

resolve the issues with the unit via the warranty process. The customer called the on call agent who put in the work order request by the office staff on Monday. The manufacturer’s technician reports they set up the appointment on Monday, 10/2 for Wednesday, 10/4. At this visit, the technician went through troubleshooting and deemed the unit working properly at the time. After this visit it was reported that the issue came back up. Webstaurant Store contacted the manufacturer high priority to make sure a subsequent visit was scheduled as fast as available. At that point a follow up visit was scheduled for Tuesday, 10/10. At this visit the technician was unable to troubleshoot the problem and requested an additional visit, scheduled for Thursday, 10/12.  At the conclusion of this visit, the technician reports this unit will still need additional servicing. At this point, we are going to coordinate a pick-up of this unit. A representative will reach out to the customer directly to coordinate and upon picking up, we will issue a refund back to the original method of payment.

We apologize that your time was wasted. That was not our intention. As previously stated, the order has been canceled as requested and funds have been released.

Your 95$ shipment cost takes over 2 weeks to deliver.How does someone schedule an appt for that far out just for a deliver?We are opened 7 days a week, regardless of appt or not, nothing should entitle you to force your customer to sign and pegging them with the responsibility.  In addition, the driver claims that all can be resolved if I call the seller.False information