The WEBstaurant Store

[To assist us in bringing this [redacted]er 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the email claimed to have been sent was never received. The Webstaurant has sent me multiple emails that I have received. There should not be a reason that I did not receive the ONE email they sent regarding a need to expedite shipping. If I were to have received that email, I would have immediately requested expedited shipping. Again, the product was for my wedding. I would have paid extra for expedited shipping without even blinking an eye. The fact is that the email was never received. As a company, if you are web-based and will not call your customers to apprise them of urgent situations, do not ask for their phone numbers while stating that you will contact them on your website. Not receiving the email aside, requiring a phone number from your customers prior to checkout and claiming that you don't call customers because you are a web-based company causes a very misleading situation. 
There isn't a question about giving me, the customer, the benefit of the doubt because the proof attached is a word document. Any individual is capable of making a word document and stating any dates and messages on it. However, giving the company the benefit of the doubt, even if the email was sent, the Webstaurant required a phone number upon checkout and did not use the resource in an urgent situation. I can appreciate the idea of efficiency because I am in the business field, however, efficiency should never supersede the need of the customer.
The order was placed as a ground shipment because of the statement on the company's website that they will apprise the customer, immediately, if shipment cannot be made. I have attached a copy of the statement that's on the Webstaurant's website. In addition, I did not pay for expedited shipping in the beginning because there was a map on the WebStaurant's website showing that shipment from their Las Vegas Warehouse takes approximately 2 Days to arrive to Utah. I have also attached the map onto this document. The map AND their promise to apprise their customer of any problems meeting shipment dates were reasons why I did not choose next day or second day shipping. It was clearly an economically wise decision due to the shipping schedule and the promise of contact if the shipment date cannot be made on the Webstaurant's website. If the Webstaurant is unwilling to call their customers or ensure that any contact has been received, this dilemma could have been avoided if the Webstaurant did not state that they would contact their customers if they cannot meet the shipping date. If the statement wasn't on their website, I would have chosen expedited shipping from the point of checkout.
To conclude, the full amount of the purchase should be credited back to me because the WebStaurant did not fulfill its promises, use its resources, deliver the product in time and ultimately did not provide any satisfactory customer service. The initial shipping costs, return shipping costs and reprocessing fees should not punish me, the customer, in any way because I have already went above and beyond what any customer should do. I have no fault in this situation and the Webstaurant needs to take ownership of their mistakes and pay the full price of the consequence. Charging their customer for a mistake they make shows a lack of integrity and pride in their business. 
Best,
[redacted]

To whom it may concern:
0.0001pt;">We apologize for the delay in
resolving this issue for the customer. Due to the nature of the defect, we were
in communication with the manufacturer since the issue should be covered under
warranty. We have since entered a replacement order for this customer of
the [redacted] Three Tier Acrylic Display Case with Wire Frame under
order [redacted]. The estimated ship date of the unit from the manufacturer
is 5/20/15, and we will continue to follow up to keep the customer in the loop
via email. We are working with the manufacturer on our end since technically
they are responsible for covering the cost to replace this unit since it is
covered by a warranty.
Please let me know if you have any
additional questions or concerns.
Sincerely,
Jasmine
L[redacted]
Customer Solutions Team Leader
Webstaurant Store

We are still in communication with this customer over the unit
they received. Our goal is to help get this unit to perform as explained by the
manufacturer. To 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 efficiently. Also, the manufacturer has
offered to speak with the customer and provided their Technical Service phone
number of 800-523-9361.
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.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is obvious that we will not come to agreement. The unit was returned in the exact condition and packaging I received it in. I know that with most retailers, if the customer is dissatisfied upon receiving a defective item, most will give a full refund, especially to repeat customers. What happens between The Webstaurant Store and [redacted] Corp (Manufacturer), is really not of my concern and no excuse to not credit me for so long after I had called so many times. I purchased and paid The Webstaurant Store for my item. If I sell an item in my store and customer complains, I give a full refund immediately, I do not think it would be correct for me to tell them they have to wait for my supplier to credit me before I give them credit.
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 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]

[To assist us in bringing this [redacted]er 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the reasons given by the company to not deliver the product are not acceptable. While all explanations are being made, please keep in mind that the product I ordered were 800 ice-cream cones needed to be used for my wedding day. Needless to say, I would have done anything in my power to get the ice-cream cones on time.  I contacted [redacted] and the Webstaurant on the 5th of June to check the status of my shipping information. Both companies told me that the ice-cream cones were going to be delivered on the 5th of June. Throughout the day, I kept calling back between the two companies and both companies kept assuring me that the product would arrive that evening. The product did not arrive that evening.
The next morning, on the day of my wedding, I chatted online with the Webstaurant. I explained the situation to the representative. As she checked into the situation, she told me that the cones weren't even in the state of Utah. This was a completely different story that I heard the day before. I proceeded to spend the next 2-3 hours speaking with [redacted] trying to set up a pickup at their warehouse. [redacted] provided good customer service and expedited their unloading of trucks, however, were only able to unload the product at the Salt Lake City warehouse around 4:30PM. Because my reception started at 5:00PM in Provo, Utah which is approximately a one hour drive from Salt Lake City, I was unable to pick it up. When they tried to deliver the product to me the next day, I had no need for 800 Ice-Cream Cones the day after my wedding and rejected the shipment to my home.
I have received multiple emails from the Webstaurant that have all gone into my inbox. The excuse they brought up via a phone call I had with their customer solutions team, was that an email was sent to me letting me know that I should expedite shipping in order to safely meet the shipment date, however, the email could have gone to the spam box. It wouldn't make sense that all emails from the Webstaurant has gone to my inbox and the ONE email that they sent regarding my need to expedite shipping went to my spam box. In addition, if I were to have received that email, I would have immediately expedited shipping because of how crucial those ice-cream cones were to my wedding. There would have been no question of cost, I would have immediately paid the extra to ensure that I would get the product, without any hesitation. When checking out for the product, the Webstaurant requires their clients to put in their phone number. They should have also attempted to call me via phone to apprise me of the shipping dilemma, however, they did not. Why require a phone number if you are not going to use it, especially in important and urgent situations?
The bottom-line is that the Webstaurant has provided very poor customer service since receiving the problem. They have illustrated a lack of care for their customers needs and have not done anything to ensure fair resolution of the issue.  I was placed in a very terrible situation on my wedding day, having to deal with [redacted] throughout the day to get those ice-cream cones and then having to call places locally to find a replacement for 800 ice-cream cones. That placed a tremendous amount of frustration, stress and inconvenience on my wife and I on our wedding day. In the service industry, a company would not only offer the full refund to the customer, but also offer additional amenities to apologize for the trouble and inconvenience placed on the customer.
It would be unfair of me not to say that the customer solutions agent, Mia, who I spoke with on Monday, September 9th and on Tuesday, September 10th was sympathetic and helpful. I also understand that what she can do is limited and that the ultimate decision needs to come from management. I understand the company has restocking and shipping policies, however, those policies should NOT apply to customers when there was a failure of service and communication on the company's part or such policies would run the risk of indisputable unfair practices by any company. 
After the refund, there is still a variance of $26.60 that I am being charged for from the original $95.92 I paid for the ice-cream cones. I appreciate the company's willingness to refund me the restocking fee and a portion of the shipping fee, however, the refund should be required due to a failure of service in contrast to the company making the refund seem like a favor. In fact, in the service industry, many companies would offer additional amenities on top of a full refund in order to apologize for the inconvenience placed on the customer.  As a customer, I feel like I have gone above and beyond what a customer should do with contacting [redacted] on June 5th and June 6th and spending hours with [redacted] over the phone, on the day of my wedding, to set-up expedited unloading and pickup. In addition, I do not feel like I am being unfair to the Webstaurant in asking for a full refund. I truly do not feel like I have fault in this situation and would feel very uneasy being punished for the Webstaurant's mistakes. I hope that this matter can be resolved in a timely matter. Thank you for your time in dealing with this situation.
Regards,[redacted]

To whom it may concern,On August 4th, 2014 we were notified from our customer that their food pan carrier arriving damaged from transit. Once we were notified, we requested pictures in order to assess the situation and to document the incident. It does appear that our customer attempted to...

send pictures of the item bit they were sent in a format that couldn't be opened. We then requested that they reattempt to send the pictures so that we can adequately document the situation. We made this request on September 4th, 2014 and we have yet to receive a response to that request. At this time, we will contact our customer with another request for pictures and upon receiving those we will be able to credit in full. If the pictures cannot be sent, we will simply have the item returned and once it is received back, we will credit the item in full.

The WEBstaurant Store is really bad store. They charge for shipping and not only. I wanted return item that I bought 2 days ago and the told me I need pay for shipping back to them (OK) and THEY WILL KEEP 30% OF COST. WHY? That is so crazy. Only it could set up so rules. They do that, because don't want people return items. They told me "It will better if you sell that item locally". [redacted]?? Guys, be carefully with them.
DON"T BUY HERE!!!!

To keep a uniform appearance, we display the warranty which
is linked to a PDF, in a similar format and include links to the spec
sheet and manual on the right side of the item's page for our customer's
convenience. (See http://[redacted])
In terms of the clarity of the warranty coverage "6 month limited
warranty" is the first sentence under the [redacted] logo on the warranty sheet. The warranty is
also outlined very clearly in the manual that was included with the item.

Hello [redacted],
I recently received your communication with the RevDex.com and wanted to take some time to reach out.
We had spoken previously about this via phone, but again, I
first...

wanted to extend my apologies for this frustrating situation you’ve
encountered.
When we last talked, we had discussed a creative solution to
rectify your situation while still yielding to the warranty terms provided by
the manufacturer.  As was noted
previously, the warranty is with the manufacturer [redacted], and according to
those terms they are willing to repair or replace the unit at their discretion –
pending an inspection of the unit, which would need to be sent back to them
directly.
As I recall, you’re biggest concern was being without a
Pastry Display Box while this warranty procedure was playing out.
Since we had no wiggle room with how [redacted] wanted to
handle the warranty claim, we did work towards finding a creative solution that
would allow your business to continue to run normally. That offer was $100 in
store credit to purchase a temporary Display Case to sub in for your [redacted]
unit.  With that $100, you would be able
to purchase item [redacted] from our Website, which is almost identical to the
item you have now, and has a retail price of $94.99.
For your reference, you can find a link to that item here: http://www.webstaurantstore.com/choice-3-tray-bakery-display-case-with-rear-door...⇄ /> Once the new unit would arrive to your location, you would
be able to put that item into use, and then send out your [redacted] unit under
warranty – all while having your business not skip a beat and resulting in you
getting the unit you originally purchased up and working.
That offer is still standing, so we would be more than happy
to provide you with this resolution. 
Additionally, if you would like to reference the conversation we had
previously where this offer was discussed, I would be more than happy to send
you a recording of that phone call.
Should you like to discuss this situation further please do
not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for you.
Thank you again for bringing your situation to our
attention.  It’s only with valued
feedback like yours that we can continue to evaluate and improve the service we
provide.
Sincerely,
Eric L[redacted]
Customer Solutions Team Lead
WEBstaurantSTORE

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!

I ordered a waffle maker from The Webstaurant Store, and they charged me 20 % restocking fee to return it then when I returned it they still won't accept it back and now charging me again to ship it back to me. This is the only restaurant supplier I have ever ordered from that wouldn't take an item back. Their customers are not very important to them and did not try to resolve this issue in any way that was fair to them and me. I guess the way they treat customers they don't have any returning customers, If you need to order something take my advice and order from a reputable restaurant supplier that will let you return without problems.

Customer placed and received this order in November of 2014. We were made aware of this issue on March 5, 2015. Our Missing Items Policy is included and linked below:
59); text-rendering: optimizelegibility; text-shadow: rgb(255, 255, 255) 0px 1px 0px; background-color: rgb(255, 255, 255);">"Damaged/Missing items - Ground
Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 5 business days of receiving your order so we can find a solution for you! Pictures of damage may be requested to help with the process."
http://www.[redacted]
 The item ordered was a case of hotel conditioning shampoo (300 1 oz. bottles per case, eucalyptus and lemon scent). The item sent was a case of hotel conditioning shampoo (400 0.5 oz bottles per case, Lemongrass scent). When we were made aware of the issue, not only was the box opened, but several of the items were used. We originally offered a credit to keep the item, but we were informed that this credit was not acceptable. As a result, we issued a full refund of the original purchase price and we allowed the customer to keep the case of shampoo that was sent.

To whom it may concern,
Since we are a bulk wholesaler, the majority of our orders
will ship via Common Carrier. During the...

check-out process, we outline multiple
times what is involved with a freight delivery, and primarily, the importance
of noting any carrier issues on the Proof of Delivery receipt (POD) including
any missing pieces or damaged packaging/ items if applicable. From the initial search
of an item on our site, to the actual delivery, we outline 7 separate times the
importance of noting any issues. We have one screen in particular during the
check-out which includes this information and the user has to click “I
understand. Continue Checking Out” in order to proceed further (please see
figure 1 in the attached document). Also, on the freight itself, there
typically is a notice with the instructions to inspect the freight (see figure
2).
If the issue is noted on the POD, the resolution is
extremely simple. We can either reship or credit for the item that was damaged
or missing right away.  
On 2/8 we were notified by our customer that shelving was
missing from a recent delivery. We notified the carrier of the missing items
and requested a copy of the delivery receipt and discovered that no items were
noted as missing on the POD (See figure 3). Because the missing items were not noted
as missing on the POD, we cannot hold the carrier responsible for the shortage
as the recipient’s signature confirms that the order arrived undamaged, accounted
for and in good order. The carrier will logically assume that any items
reported missing must have been misplaced after they have left and the signed
POD releases them from responsibility.
All of the paperwork and documentation is indicating that
the items did in fact deliver. However, we gave our customer the benefit of the
doubt and credited in full for the missing items in the amount of $309.97.
Several days later on 2/14, our customer reported that a
griddle was missing from the same shipment. Again, there was no indication on
the POD that the item was missing and all of the documentation indicates that
they did in fact have the item other than their claim that they did not. However,
an exception was made yet again and an additional credit amount of $94.57 was
issued to go towards the missing items.
Throughout the correspondence regarding the missing items,
we reinforced many times the importance of noting any issues on the POD, which
again as mentioned at the beginning, is crucial in order to get the issues
resolved. However, on 2/20, we were notified that items had arrived damaged on
a shipment that had just delivered on 2/19. To our surprise, the damage was not
noted on the POD. In light of the exceptions that have already been made and
the number of times that the delivery instructions were reiterated to our
customer, we will not be making any more exceptions.
We have filed a concealed damage and shortage claim on our
customer’s behalf with the carrier and any compensation that is recovered from
this claim in excess of what has already been credited, will be passed on to
our customer.  This process can typically
take 4-6 weeks as we will present our customer’s statement and the carrier will
consider the claims in light of the POD indicating the freight arrived in good
order.

Absolute worst customer service I have ever dealt with. I 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 purpose. I called customer service and was told to submit photos of the damage for a review. Photos were submitted and I was never contacted. I called again and spoke to a new claim rep and got the same instructions and still no follow up. I called a third time and for the third time I sent in the request refund information only to never be contacted.
I 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.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Webstaurant has a responsibility of ensuring the working order of the equipment they sell. Even 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 15 minutes they mention the carrier will wait to see if you accept the order. It 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 15 minutes? It is outrageous that they do not have some type of guarantee on their defective equipment.
Regards,[redacted]

To whom it may concern,We were contacted by our customer that the box arrived in poor condition, however the item itself was not affected at all. Based off of this information, we offered to discount the unit due to the inconvenience of the damaged packaging or return the item as a standard...

return which includes a restocking fee. Again, this offer was made with the understanding that the item was in no way affected by the condition of the box and was in full working order. However, In order to resolve this situation, we have offered to return the item at our cost for a full credit to our customer.

On
order number [redacted], the customer received product that did not match the
description on our website. We confirmed that our website description was not
accurate, and a return was set up...

with the manufacturer with pre-paid return
labels for the customer to use.
At
the time of the items being returned to the manufacturer, a credit should have
been issued to the customer. We do apologize for the delay in refunding back to
the customer’s card, and have issued a credit in the amount of $133.25 on
Wednesday, May 20th. This refund should post to the customer’s
account in 2-3 business days. 
Thank you,
Katie C[redacted]
Customer Solutions Team Leader
WebstaurantStore.com

At this time, we will be replacing the unit for our customer. The unit is not functioning correctly and it is unclear whether or not the issues are the result of the damage or not. We are considering it a defective issue.