The WEBstaurant Store

To whom it may concern,We were made aware of a delay of the shipment on 10/13. As soon as this was determined, we were in touch with our carrier in order to track down the shipment with the goal of making a delivery as soon as possible. It can take several business days to find a shipment in an...

event like this and if it is not found a replacement or refund will certainly occur. We have been in constant communication with our customer about this situation and will be reshipping the order in order to resolve it.

To whom it may concern:
The customer placed order [redacted] on 10/8/14 at 9:47PM. The
two products that were eventually returned to us were shipped from our Nevada
warehouse on 10/14/14 with [redacted]. Typical transit time to the customer in
[redacted], MO is about 3-5 business...

days which means that the delivery
would have normally occurred between 10/17 and 10/21 which would have been
indicated in the tracking information email sent to the customer on 10/14. The
email address the customer used to place the order ([redacted]) does not appear to be an
active email address as we received undeliverable messages in response to the
automated emails we sent.
We received a phone call from [redacted] on 10/24 stating that the
customer hadn’t responded to numerous voicemails left by [redacted] and that they had
tried [redacted] other contact numbers to try to reach the customer but weren’t
able to find anything. They advised us that we would be charged storage fees
starting on Monday, 10/27 at $21 per day with a $91 minimum if the customer
didn’t call them back to set up a delivery appointment before then. Typically,
if a customer hasn’t responded to the carrier for several days to set up a
delivery appointment, we will have the freight returned to us and treat the
situation as a standard return since we at that point have provided tracking
information to the customer, along with the customer’s contact number (provided
at checkout by the customer) to the carrier and do not want to incur additional
carrier fees for storage. In a final attempt to reach the customer, one of our
Customer Solutions Specialists called the customer on 10/27 at 2:41PM and left
a message to let her know we needed to schedule delivery. He called again on
10/27 at 3:47PM to try to set something up before having the freight returned,
but the customer did not answer or call him back.
Due to our desire to see the freight delivered to the
customer, our Traffic team who corresponds with carriers advised [redacted] to try to
deliver the freight to the customer during normal business hours on 10/28 to
see if the customer would be able to receive the freight without an
appointment. The customer also contacted [redacted] on 10/28 and requested they
deliver her freight on 10/29 and call before they arrive. According to the
carrier, they arrived to the customer’s location during the time they agreed
upon with the customer, and no one was there to receive the freight. The driver
called the customer who answered and explained she was driving somewhere and
wasn’t close enough to get back to meet them for the delivery. After several
attempts at contacting the customer to set up a successful delivery, our
Traffic team decided to bring the freight back as a standard return to avoid
further fees since the delivery had already been delayed by the lack of
communication on the customer’s part. We set up a standard return for the
customer, holding her responsible for the return shipping, along with a 20% restocking
fee on the items. Due to the he-said-she-said nature of the situation, we
offered to give the restocking fee back to her in the form of store credit once
the return was processed, which came to a total of $402.
At this point, we feel the situation has been resolved and
that the main issue stemmed from the lack of a good email address from the
customer, along with a lack of communication on the customer’s part when the
carrier and we tried reaching out to her to set up the delivery. Please let me
know if you need further clarification.
Sincerely,
Jasmine L[redacted]
Customer Solutions Team Leader
Webstaurant Store

As indicated in the previous response, we will either credit for the damaged item, provided that pictures of the damage can be sent. Or if pictures cannot be sent and we are unable to document the damage, we will return the item for a full credit. Pre-paid shipping labels would be provided if a return is needed.

Sue,
I apologize that you have had issues with your Carnival King Popcorn Popper. I wanted to reach out to you to clarify a couple of things regarding this. We would be more than happy to have this unit sent back to us on our account to test whether or not it is defective. You would not be...

responsible for that cost to ship it back to us. Once we get this back to us we will test it. If we determine it is defective we would then credit you back in full. If it is not, we would be able to ship it back to you on your account and offer some suggestions as to why it was not working properly for you. Please feel free to contact us so that we can get this unit picked up and inspected. You can call us at ###-###-#### or using [redacted] to get this set up- just have your order number handy ([redacted]). Thank you and I look forward to hearing back from you. 
Dan C[redacted]
Nevada CS Team Leader

Webstaurant sold us a table. They delivered us a damaged table. The damage done to the table could not have been done by us or the carrier, because it was done my heavy machinery. After we filed a claim, they tried to offer us "hush money" twice. But all we wanted was not the money, but the original table we ordered.

To whom it may concern,
We certainly recognize the inconvenience in this situation given that the manufacturer has a longer lead time than originally anticipated.
We did in fact indicate that the estimated processing time is 4-5 business days for this item and the processing time has been...

extended, with a ship date of November 13th.
The reason we indicate processing times as estimates rather than guarantees is due to the countless variables when processing and shipping an order.
In this situation, the manufacturer no longer has stock of the item, and so the item will be manufactured to fulfill this order.
Had we been notified prior to the order being placed, we would have been able to provide further information.
The manufacturing process is not typically something that can be sped up, but we will do everything we can to ensure that the item ships out as quickly as possible.

Just ordered Measured pourers on Sept. 18, 2016 and item arrived today September 21, 2016.
The measured pourer product I purchased came in a "Fun Pops" candy box, which already raised suspicions. I Open the product and tested with water. Product was defective and I called immediately. Company states refunds available.
No one answered the phone so I talked to one of the live chat agents of the Webstaurant company. The live chat agent refused to take the product back.
They refused to refund my money. After arguing my case, the customer service rep very unprofessionally only agreed to refund part of the purchase and rudely disconnected my off live chat!!
Please investigate and advise others not to purchase from this company without integrity!!!

Hello [redacted],
I recently received your communication with the RevDex.com and wanted to take some time to reach out.
First and foremost, I wanted to apologize that the situation
has gotten...

to the point it has – undoubtedly causing a decent amount of
frustration on your part.
I did want to provide some additional clarification on the
steps we’ve taken and how we got to where we are currently.
On Aug. 26, you contacted us asking to return your [redacted]
Easy Chicken Slicer, as you ordered the wrong size.  After speaking with my associate Sarah, you
confirmed the item was unused and in the original packaging.
Sarah then reached out to the manufacturer to set up your
return.  The reason the manufacturer
needed to be involved is that this item shipped directly from them.  As it was never in the WEBstaurantSTORE’s
possession, we needed to get clearance from [redacted] to complete the return.
When the item was returned to the manufacturer, it was
inspected by their quality control department. 
It was during this process that the item was deemed to have been used
and thus not eligible for return.
Upon receiving your communication today, I reached back out
to the manufacturer personally, asking for clarification and if they would
reconsider their position on denying credit.
Their response is quoted below and I have attached to this
correspondence the photos they sent over:
“[redacted] does not allow returns of used equipment because we
do not deal in or sell anything that has been used. I have attached some
additional photos comparing the used piece of equipment to a new one. These may
be a little easier for you to see what we are referring to. The dulling and
darkness of the finish only occurs after multiple washes. I have also pointed
out dried food on one of the push plates.”
It is because of this rationale that the return was denied.
At this point, I would be more than happy to ask the
manufacturer to ship the used item back to you. 
Typically there would be a cost associated with the return shipping, but
I would be willing to cover that cost for you.
Once you have the item back in your possession, you could
look into selling it on your own to recoup some of your original investment.
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 taking the time to contact us with your
situation.
Sincerely,
Eric L[redacted]
Customer Solutions Team Lead
WEBstaurantSTORE

Hello [redacted],
Thank you for the reply.
As mentioned previously, with the warranty being with the
manufacturer directly and not WEBstaurantSTORE, we do need to adhere to how
they would like to proceed with rectifying the problem at hand.  I can assure you we had conversations with
[redacted] asking them for any alternative solutions, however, they have held steadfast
to the terms of the warranty.
Additionally, based off of the photographs you provided,
they believe the item to not be defective nor damaged, but are willing to
review it under warranty as a courtesy since any simple troubleshooting tips
provided, such as adjusting the screws/hinges to better align, were fruitless
on your end.
At this point we are unable to offer any further resolutions
other than the one offered previously. 
We stand behind the products we sell and are willing to work with
customers when problems arise.  In
situations where the resolution outlined in the warranty are unacceptable to
the end user, we do our best to problem solve creatively.  This process does involve the customer being
willing to work with us and meet in the middle.
I feel that the offer of $100 in store credit to allow you
to purchase a temporary replacement unit to use while having your current unit
repaired is that middle ground solution here. 
This allows your operation to continue uninterrupted, provides you with
a new unit at just a minimal shipping cost and results in having the unit you
paid for being either repaired or replaced.
Please let me know if you would like to take us up on the
offer of $100 in store credit for this issue.
Sincerely,
Eric L[redacted]
Customer Solutions Team Lead
WEBstaurantSTORE

To whom it may concern,
We have been in communication with our customer since we were notified on July 9th about the damage to their refrigerator.
Upon the notification of the damage, we have filed a concealed damage claim with the carrier on our customer's behalf and any compensation that is...

recovered will be passed on.
A concealed damage claim can be a time consuming and difficult process as the carrier will need to review the claim that the damage happened in transit.
The difficulty of this process is primarily due to the fact that our customer received the shipment and signed the Proof Of Delivery indicating that the freight arrived in good order and undamaged.
There was no damage noted on the POD indicating that the damage was present when the freight was received. Because of that, there is an assumption that can be made by the carrier that the damage which is present on the refrigerator now happened after they had left which is a logical assumption. The process now is convincing the carrier that the damage in fact did happen in transit.
To avoid these difficult situations, we do state numerous times on our website, during the check-out process, in follow up e-mails as well as on the freight itself the importance of inspecting freight upon delivery and noting any damage that may have occurred clearly on the POD. Please reference the attachment showing an example of how we provide this information.
We are currently waiting for the carrier to respond to our concealed damage claim as well as looking into the customer's statement that the driver wouldn't allow the customer to refuse the order. We will continue to be in communication with the customer as this progresses.

[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: The item was shipped to me defective in the first place as it came out of the box. Within a couple of days, I immediately noticed this defect and contacted the vendor. I understand the product may and/or should be under warranty, but I dont think this matter should be treated as a warranty issue, because it did not break or fail after operating. It was defective and faulty upon receipt. The solution provided from the vendor is unacceptable to me. I don't think I should be receiving a good I paid for as new as repaired or fixed.
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. Now what is the next step?  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Thank you for your help, it wasn't until they received the complaint that they decided to resolve the issue.
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: this is not an adequate solution.  I purchased a new dishwasher, I was delivered a dishwasher with concealed damage that is not installable/ useable.
Regards,
[redacted]

I was charged $1050.00 in restocking fees on items that were not only cancelled but never delivered. I repeat; They were cancelled -They weren't delivered. I never received anything to return. These folks are crooks. How dare they steal from customers this way. This is outrageous and needs a much larger platform to expose this type of fraud, and scamming. This practice can not possibly be legal, ah but it is all in their return policy, and they say they record conversations, and "couldn't find" my cancellation phone call, sorry, guess we have to charge you the $1050 restocking fee. How obvious is this theft?

Webstaurant sold us a table. They delivered us a damaged table. The damage done to the table could not have been done by us or the carrier, because it was done my heavy machinery. After we filed a claim, they tried to offer us "hush money" twice. But all we wanted was not the money, but the original table we ordered.

Review: I ordered several pieces of restaurant bar equipment at the beginning of October 2014. I received coorespondence on the 28th of October from Webstaurant.com that the local delivery company [redacted] had attempted to reach me several times and that I needed to call them to set up delivery. Concerned as I had recently been out of town I immediately called [redacted] to set up delivery as I had anxiously been awaiting the equipment in question to finish the installation and set up of the bar at our restaurant. I spoke with [redacted] and set up delivery for the 29th of October. I asked that they please call a half hour in advance as in the past we have purchased many items from Webstaurant.com and often the delivery company shows up late, early or not at all. I received a call the morning of October 29th as expected and immediately started on my way to the restaurant to meet the delivery driver. When I arrived at my restaurant the driver told me that I would need to figure out a way to unload the equipment I had purchased as they were unable to unload on the liftgate in which I had paid extra to help us get the freight off the truck. I asked why and they said that webstaurant.com had sent items that were too large to get off the truck with liftgate. I found this odd as they had to have a way to get it on the truck in the first place? They also made mention that they may have loaded the truck incorrectly, I question whether or not the truck may have been loaded in the incorrect order making it impossible to get to my freight without assistance in moving the product. Needless to say they told me they would have to return the truck to the freight dock and reload and talk with webstaurant.com before attempted redelivery. I hesitantly agreed as I had already paid in full for the freight and had been waiting for the equipment to come in anxiously as we very much needed it to complete our bar set up and open for business. Hearing nothing for several days I called [redacted]. They then told me that they spoke with webstaurant.com who had instructed them to send the freight back! As you can image I was very upset as I had heard absolutely nothing since the previous coorespondence in which the freight company agreed to call me when they were ready to attempt redelivery. I asked why they sent the equipment back without attempting redelivery and why no one had attempted to call me and was told that I needed to take it up with webstaurant.com as it had nothing to do with [redacted] and that they were only following directions. I then spoke with Webstaurant.com whom at first acted shocked and as though they would be happy to get to the bottom of the matter and help me. Then after receiving no phone call from webstaurant.com and instead an email blaming me for the issue stating that it was my fault as I had not returned the phone call for the original delivery set up in a timely matter they determined that the freight be sent back to them and that I should also incur storage charges from [redacted] and also only a partial refund of the goods that I never received. Now I am not only still without the equipment that I paid in full for, I also have had to postpone the opening date of our bar by weeks and also am supposed to expect a partial refund? Webstaurant.com will have you believe that this is my fault for not cooresponding. I will say this, if I failed to coorespond in a timely matter at any time it was when I was in transit the day the equipment reached [redacted] and they may have called as webstaurant.com may have called to set up delivery this would have taken place on the 27th. I called on the 28th and set up delivery for the 29th. Once delivery was scheduled I did absolutely nothing wrong. I called them to set up delivery, I was there at the time of scheduled delivery appointment. I waited patiently for a redelivery appointment to which I never received a call and I followed up with both the freight company and webstaurant.com to find out where my freight was in a timely manner.Desired Settlement: I desire my freight to be redelivered in a timely manner since it was already paid for in full.

Business

Response:

To whom it may concern:The customer placed order [redacted] on 10/8/14 at 9:47PM. The

two products that were eventually returned to us were shipped from our Nevada

warehouse on 10/14/14 with [redacted]. Typical transit time to the customer in

[redacted], MO is about 3-5 business days which means that the delivery

would have normally occurred between 10/17 and 10/21 which would have been

indicated in the tracking information email sent to the customer on 10/14. The

email address the customer used to place the order ([redacted]) does not appear to be an

active email address as we received undeliverable messages in response to the

automated emails we sent.

Review: I Ordered a Advantco cooler from Webstaurant store that has not worked right since the day I plugged it in. There has been a service tech here 5 times to work on this cooler. He replaced the controller & the temp was still 65 degrees. I have been trying to get it replaced with a different cooler for over a month.Desired Settlement: I have asked them to send me a different brand of cooler & I will pay the difference in price. I even offered to pay the shipping.

Business

Response:

We are working directly with the customer to get this resolved and the solution presented in this complaint was also presented to us today via email which we are considering. One of our Customer Solutions Specialists is working diligently with the service agent to ensure that this is resolved quickly.

Review: On 2/20/13, I purchased a [redacted] 3 bowl underbar sink for our bar, [redacted]. It is used solely to wash glasses. After 9 months, we noticed spots of corrosion in all 3 bowls. As of a month ago, the left bowl had corroded all the way through, leaking at least a half gallon of water a day. Our previous sink, also stainless steel and identical in dimensions, lasted 23+ years. This one has lasted 16 months. I have gone back and forth with this company which has admitted I have used it as intended. Finally, after sending photos, they sent them to their product specialist who I assume found nothing wrong. I was then told the item wasn't under warrantee. I believe it is covered under Pennsylvania's Implied Warrantee of Merchantability. Regardless, a sink used to wash glasses, which hasn't been used to clean any metals or cleaned with nothing more caustic than [redacted] Dishwashing Liquid, should last more than 16 months.Desired Settlement: Had this issue been addressed by Webstaurant when I initially informed them of the problem, I could have been more flexible. Had they offered me a better quality product, I would have paid the difference and moved on, despite the fact that disposal of the defective sink and installation of the new sink will cost almost as much as the sink itself. Now, the sink needs to be replaced within the next few days. We will have problems with the Health Department if an inspection finds a bucket of standing water under the sink. I can't wait for a replacement.

Business

Response:

Good morning,

Review: We ordered a cooler for over $900 from the webstaurant store and received it from [redacted] Freight. We photographed the packaging crate to show that no damage was caused to the product durring the shipment process as the crate was in an undamaged state. When we removed the machine from the crate we discovered the machine has severe damage to the top front right corner. This damage caused separation of the seam on the top plate, damage to the top 3" of the exterior walls, and results in the coolers inability to create a seal due to damage near the door. When we contacted the webstaurant store they offered to give a partial refund of $120 and I quote to "help" defray "some" of the repair costs. We ordered a new unit and have received a unit that is a severe safety hazard, as well as performs less than a new unit. This unit was obviously damaged before the unit left the warehouse and not in the shipping process due to the integrity of the crate.

I would also like to note that our business is loosing income due to this defective equipment. We removed our ice bin from the premises expecting the delivery of the new unit and now we have no working refrigeration for my craft beers resulting in several products not being made available at this time.Desired Settlement: We request one of two outcomes from the merchant. First is to refund $650 dollars to defray the cost of replacing the exterior walls, reforming and re-welding the upper plate. Or for the unit to be replaced with a new unit in which the merchant will be responsible for all shipping.

Business

Response:

To whom it may concern: