The WEBstaurant Store

Wow, this company appears to be very shady. We tried to order plates etc for a wedding and they contacted us saying there was a problem with the billing address. After checking the billing address given there was no problem with the address given. They wanted us to send a copy of a drivers license! We have ordered literally hundreds of items online and have never had such a ridiculous request. They kept saying "we take internet security seriously" as if they we some how unique. Sounds like a lot of smoke and mirrors to me. What internet company doesn't take security seriously? How about the CC company? If they authorize the payment, they are not the money if the card in stolen etc.

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.

To whom it may concern,We were contacted by our customer that the refrigerator they purchased arrived damaged on 8/22/14. As soon as we were notified of this, we requested pictures of the damage as well as the packaging. We then initiated a claim with the carrier and discovered that the...

Proof of Delivery was not noted indicating any kind of damage to the unit. Because the damage was not noted on the POD, yet there was a signature indicating that the freight arrived in good order and undamaged, our ability to recover compensation was compromised. The carrier will logically conclude that if the damage wasn't noted, any damage that is reported after the fact must have happened after they left. We did file a concealed damge claim with the carrier trying to prove that they were at fault for the damage, but because the signature is on the POD claiming the freight arrived in good order and due to the fact that the packaging was disposed of, the concealed damage claim was declined for any compensation. In order to avoid these situations, we make every effort to instruct our customers on how to receive freight and how to properly inspect it. Seven times we indicate this starting with carrier information on the items page itself, during the check-out process, in follow up e-mails, as well as a notification on the freight itself. (please see attached for a few examples of this). We do understand that a dishwasher signed for the freight, but who receives the freight at the address specified is out of our control. We do provide tracking information so that the arrival day can be anticipated in order to accommodate the freight. Because the concealed damge claim has been denied we are unable to provide compensation in this situation.

[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:
I disagree with the company's assumption/statement that the product was damaged in shipping.  I believe that they sent faulty product.  I believe that they are responsible for either replacing the product or refunding the money. 
Regards,
[redacted]

After
reviewing the order, item details, and statement of the problem, we have
concluded that we will credit in full for the order. We appreciate you working
with us through this issue. The credit should appear back on your account
within 1-2 business days, and you may keep/dispose of the items.

[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 accept the offer (pay 10% as restocking fee) but I want the money to be refunded as soon as I return the item. 
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:
They sent a service tech who finally did come out on Friday afternoon and he said the thermostat is defective and is ordering a new one.  However, today my bartender tried to open the door of the cooler and the handle has now fallen off.  This is OBVIOUSLY A DEFECTIVE PRODUCT.  I want them to take this cooler back and we will buy a new [redacted] cooler which is actually more money!  Please help with this - the cooler is 6 weeks old and so far has not cooled correctly and now the handle has fallen off.  What needs to happen before Webstaurant accepts responsibility and takes this defective product back?!!
Regards,
[redacted]

To whom it may concern,We are in communication with our customer and will be replacing or crediting for the lost item depending on what is more convenient them. The initial difficulty was that the deliver receipt did not have any notation of a missing item. However, after working with the...

carrier we were able to track down the location of the lost item which has allowed us to quickly resolve the issue.

[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.  However, they said that the refund has been issued, yet I have not received it.
Regards,
[redacted]

This unit is covered by a manufacturer's warranty which uncludes 3 years parts and labor and an additional 2 years just on the compressor. The warranty would only cover manufacturer defects and would not cover issues resulting from damage in transit. A service agent can be contacted to evaluate the unit and determine where the source of the defect is coming from and possibly repair the unit under warranty. Based on the pictures that were provided, there is every indication though, that the damage on the unit is effecting the function. Because the damage was not noted on the Proof Of Delivery and the implications of that as outlined in the previous response, the manufacturer would not be responsible for repairs that are needed due to damage. Here is contact information for a certified True technician. [redacted]- ###-###-####We will also follow up with our customer directly to facilitate if needed.

To whom it may concern,
On Saturday, June 1st, 2014, we received an order that processed and shipped on June 3rd, and was attempted to be delivered on Saturday June 7th.
We list very clearly on our site that orders take 1-2 business days to process as well as estimated transit times based on...

destination. Transit times are also indicated as estimates and that orders may not ship from the warehouse that is geographically closest to the destination. (see attachment).
The order was placed however with a comment indicating the need by date of June 6th. That comment was address with an e-mail response indicating that to receive the order by the 6th of June, the shipping method would have to be upgraded to next day or second day(see attachement).
That e-mail was not responded to and the order continued to process.
We were never contacted on June 5th in regards to the status of the shipment, but on June 6th Via chat (see attached). In this chat we explained the order details and transit times.
To conclude, we simply processed the order as it was placed, and it unfortunately just didn't get to our customer when they needed it to based on the shipping service they selected.
We authorized a return and the return shipping as well as a restocking fee was deducted from the credit amount as is the case with all standard returns. The total credit to the customer was $14.56.
This situation was also disputed with our customer's credit card, however the credit card sided with us and denied the charge-back given our explanation of events.
That being said, we have offered to credit an additional amount of $54.76 to our customer which reflects the restocking fee being waived as well as a reduction in return shipping in order to resolve this situation.

Hi [redacted]!
Thank you for getting in touch
with us regarding your shipment as well as the experience with your...

order. As
requested during checkout, a call before delivery was selected on the order of
16 chairs to phone number [redacted].  When the common carrier had
called the number noted on the delivery address  they were unsuccessful at
reaching you so we had sent you an email to confirm that the number we have is
correct. I do see that you did confirm this with us and that you contact the
carrier directly to resolve this issue. Per the carrier, they received a call
from Rhonda, who advised them to call you, [redacted], at ###-###-####. This number
seems to have been the [redacted] High School, which is listed with your
residential address on the order. The woman at the high school said the
delivery address that we had on the order is wrong and they were unable to
provide the correct number to reach you. I’m not sure if Rhonda is a woman from
the school or when it was brought up to the carrier that you wanted to change
your address to the high school address, [redacted] MA,
[redacted]. With a carrier shipment, we are also not able to process the request to
drop the order off at the original address because the carrier is required to
have a signature on the proof of delivery- a legal document, which is proof
that you inspected your shipment and have received it.
I do see that you had emailed
us back and called regarding your order on the evening of January 23rd.
As it was a Friday night, we were not able to do anything at that point to get
the order re-routed to you but this should have been something that was taken
care of for you then, first thing Monday morning. With the lack of
communication between us and the carrier, we would be happy to credit you in
full for the items as well as the lift gate charge. This credit would be $425.48. At this time, due to the
order having to ship to you, the storage fees and shipping back to us, we will
go ahead and cover the shipping charges and storage fees. I do sincerely
apologize for any frustration that this situation has caused you as I know how
frustrating it can be. Please let us know if we can be of further assistance.

Good morning,
The Webstaurant Store credited the customer for $102.90 on 5/27/14 for the shipping costs on this order.  When we were informed these mugs
were breaking on the customer, we asked how they were handling and using the
glasses to diagnose the...

issue more accurately.  We contacted the
manufacturer ([redacted], Inc.) immediately as we knew this was a high priority
issue.   They deemed these mugs defective, therefore we were able to
bring these cases back to our warehouse to issue the customer a full refund for
the order. We also covered all return shipping fees back to our warehouse.
Please let me know if you have any additional questions or need further clarification.
Sincerely,
[redacted]
Customer Solutions Team Leader
Webstaurant Store

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 this may concern,
Thank you for the inquiry and we are sorry to hear that one of our customers have experienced a problem with an order from the WEBstaurant Store. To help explain how our orders are cared for and distributed, all stock shipments are inspected when they arrive...

into
our warehouse, as well as a second time when they are processed and shipped out
after a customer’s order is placed through the web site. We do not ask more
from our customers than what we do ourselves to ensure that all parties are equally safe in the transaction. One main goal of
our warehouse is to ensure that each item and order is safely cared for and
that our customers receive what is ordered/paid for accurately and as quickly
as in a timely fashion. We do ask that all customers inspect their order upon
arrival. We ask if any part of a customer’s order is damaged, defective,
missing, wrong, etc, that they keep the items and packaging, and contact us
within at least 5 business days of receiving the order so we can find a
solution. The customer’s order: [redacted] was ordered 12-26-13 and delivered to
the customer via Fed Ex on 12-28-13 with the tracking number: [redacted]. We
have documented that the customer did not contact us within 5 business days or
even within 1 month of receiving the item.
We have noted on the order by [redacted], on 2-19-14, that the customer called in and notified us of the damage. They were asked by [redacted] if they thought that the
item was damaged or defective, and the response from the customer was that "Looks like
shipping damage." (See attachment, Order Comments) Until we wrote the email stating that due to time
constraints, we wouldn't be able to file a claim for the shipping damage, did we hear in response from the customer, " I believe this is an issue
with your company rather than the delivery." (See attachment, Email Chain)
 In some cases
where there is not a clear way to determine if an item was defective or
damaged, we do ask for pictures of damage and the outside packaging as soon as
they receive the order. The manufacturer, [redacted] offers a 7 day period that
states:  “The Express Warranty provides
scale replacement if the user experiences any issues during the initial 7 day
period. The details of how a warranty problem is handled is shows on our web site: http://www.webstaurantstore.com/policies.html#Warranty Policy  as well as on the item listing page for the scale. The [redacted] warranty: [redacted]
If we had been contacted when the order was delivered, we
would have been able to help determine if the item was defective or if the
damage was caused during transit, and we needed to file a claim with the
carrier for compensation to cover a reshipment. Either way, we would have taken
complete responsibility and tried our best to help resolve the defect or damage
for the customer.
Just like defects, if there is damage during transit, we
are able to file a claim with the carrier if we are notified within the same 5
business days. The customer did not contact us to report any issue or inspect
the order until 2-19-14. The customer had possession of the order and item for
almost a full 2 months without notification of a problem. The reason that we
ask to be notified immediately when an order delivers, is because if time
passes, there is not a way to prove or confirm that the damage was directly a
result of the transit, or if it was something that done while in the customer’s
possession.
With the substantial amount of time that has already
passed, we would be unable to file a claim with the carrier, or hold them
responsible for the damage. Since the manufacturer has a 7 day Express
Warranty, and a regular warranty, we have checked into if this would qualify
for a resolution. The 7 day Express Warranty is expired, so the specifics are
narrowed down to the standard/normal Warranty information provided by the manufacturer directly.
[redacted]’s Warranty information states: This warranty does not cover service or
home warranty. The customer registered when checking out through our web site
as Residential (not Commercial) and does not have a Company name listed or
associated with their account. We have detailed instructions with both types of
problems directly listed on our web site, so that way there are no
mis-communications and that each customer can guarantee a clear resolution to
any unfortunate error that may arise.

[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: Every company offers a warranty for their product which is always placed on the main product page. Without exception manufacturers from [redacted] to retailers like [redacted], all warranty information is prominently placed on the main product page and the warranty information is explicit in its offering: 2 year warranty. Three words, that's it.
Webstaurant places its warranty information a link away from the main product page and the warranty information is buried in a paragraph of verbiage. This looks intentional and allows a smoke screen for poorly made and not up to standard products that break down very quickly. Meanwhile sales staff make assurances to an unsuspecting consumer which the company has no intention of upholding.
I reject Webstaurant's response because it is based solely on company policy of misleading the consumer. If Webstaurant really did stand behind the products they manufacture why do they offer only a 6 month warranty when all others offer at least a 1 year warranty. Why does Webstaurant choose to place its warranty information away from the main product page. And why does Webstaurant surround the warranty information in a several hundred word paragraph.
Regards,
** [redacted]

I accept the businesses response although it was not completely truthful.  They did not respond with the information in this statement until notified of the Revdex.com complaint.  They also stated that the Service/Repair quote stated "freight damage", so they will take no responsibility - except this was our initial reason for having them come to inspect the unit.  After inspection the service technician stated that this damage was significant and with the packaging in-tact, there is no way all of the damage could have happened in transit with intact packaging.  If we need a letter from the company ([redacted]) I am sure I can get one - BUT, the company made it very clear that it did not matter - all that mattered was the timeline.  
Thank you for your time and efforts. 
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]

On 7/27/15, I purchased (3) 75 Watt Outdoor Flood Lamp Rough Service Light Bulbs - 130V (BR38 FL) (56675PARFL) for $2.89 each =$8.67 + $11.89 shipping totaling $20.56. On 7/30/15, I received my 3 lights. The box was was completely broken into and 2/3 lights were shards of glass. So only (1) working light in tact. I contacted customer service and provided a picture. The representative asked whether I would want a refund or a replacement. I was not willing to take the chance with another round of light bulbs arriving damaged; I asked for a refund. I never heard of Eastern Lights, which is the shipping service used and I had concerns. The representative complied but never told me she was not refunding shipping and handling. I then receive an email of my refund for $6.51 ($5.78 for (2) lightbulb a and $.73 for shipping). So I contacted them back and felt it was unfair that they are charging me $14.05 for ONE lightbulb. Buying 3 bulbs cost $20.56 but 1 bulb they charged me $14.05. Does that make any sense? I explained to the representative that it seemed unfair especially since I had paid $11.89 shipping/handling for THREE BULBS NOT ONE and let me point how the handling part was a disservice because I received a box of glass shards so what kind of handling service did I get? Not willing to work with a customer who did not get what they ordered seems irrational and therefore bad business etiquette.

Hello [redacted],
Thank you for the follow up communication.
I will be happy to circle back with the manufacturer to
address your concerns over the type of material the product is made from/how
that would affect discoloration; however, that still leaves two other issues
that would prevent the return – the dried food and missing production sticker.
With those two issues still existing, the manufacturer would
be unwilling to complete the return.
That said, I would be willing to make you a good faith offer
of $50 in Store Credit as an understanding of the frustration you’ve
experienced with this issue.
Should you be willing to accept that resolution, please let
me know and I will happily have that added to your account.
Let me know if you have any additional questions or
concerns.
Sincerely,
Eric L[redacted]
Customer Solutions Team Lead
WEBstaurantSTORE

Good afternoon,
The customer contacted us on 6/27/14 explaining that he wasn't happy with the dough press and that it is difficult to press and makes the dough uneven. We contacted the manufacturer, [redacted], right...

away as all warranty claims are handled through the manufacturer. A representative from [redacted] contacted the customer directly and attempted to go through troubleshooting steps to identify the problem. The customer was not willing to troubleshoot with the manufacturer and simply asked to return the equipment. The representative from the manufacturer agreed to have the unit returned but informed us that the customer would be responsible for a 20% restocking fee, along with any additional costs needed to refurbish the unit, as well as return shipping. The manufacturer handles warranty claims like this by first troubleshooting and then if necessary, sending a service company out to inspect and repair the unit. The customer was unwilling to work with the manufacturer through this process which is why the manufacturer agreed to set up a return with these terms.
One of our representatives, Sara, sent the following email to the customer on 7/1/14:
Hi [redacted],
Did [redacted] from [redacted] contact you about the item? I asked him to call and discuss it with you. In order for this to be handled under warranty if you think it's defective, you will need to trouble shoot the issue.
We typically are not able to accept any returns for used items. However, [redacted] is willing to make an exception. With any return, there is the return shipping and 20% restocking fee. Also, since this has been used, they would also deduct any costs incurred to refurbish the equipment. 
Please let me know how you would like to proceed. Thanks,Sara G[redacted]Pennsylvania Customer Solutions SpecialistWEBstaurantStore.com
The customer contacted us in response to the email and was not willing to pay the restocking fee as he felt the unit was defective. We contact [redacted] again to find out what our options were, and they informed us that if the customer wanted the problem handled as a warranty issue, the unit would need to be first inspected by one of their technicians. The customer was unwilling to go through this process and eventually just asked to return the unit. The customer was well aware that if he shipped the unit back without it first being inspected, he would be charged a restocking fee as well as return shipping.
We went ahead and credited the customer in the amount of $999.20 on 9/2/14 as the process has taken several weeks. We are still waiting on credit to come to us from the manufacturer and confirmation that no additional costs were incurred to refurbish the unit. There is a chance if additional funds are needed to refurbish the unit we will be eating that cost as we've already credited the customer.
Please let me know if you have any additional questions or concerns.
Sincerely,
Jasmine L[redacted]
Customer Solutions Team Leader
Webstaurant Store