The WEBstaurant Store

Review: I purchased 11 spatulas and use them one time. After usage, the spatulas were hand washed in dish detergent and dried. They have oxidixed / rusted after one usage. The webstaurant website states that the spatulas are to be hand washed and dried, which is how I handled the spatulas. They are currently unusable. I contacted the webstaurant store and they indicated they would issue a refund. Now, they say they cannot issue a refund because the spatulas must be oiled after washing. No instructions regarding oiling after washing are listed on the website nor were they contained in the package on delivery. I am requesting a refund or credit for these items. I can provide photos if necessary. Photos have already been provided to the webstaurant store about this issue.

Business

Response:

Review: On 6-26-2013 I ordered a [redacted] coffee brewer from this company, and received my item on 6-28-2013. On 6-29-2013 I notified their customer service via Chat Session (That is the way they conduct their customer service), and advised them that the item was defective and I wanted to return the item. They advised me that they did not offer returns and that I would have to contact the manufacturer directly to handle the defective product. After I objected since I did not feel it was proper that I would have to go thru all of that on a brand new item that was defective they told me they would get in touch with the manufacturer and if they deemed the product defective they would issue a return authorization. After a couple of days waiting they ultimately sent me a return authorization after supposedly hearing back from the manufacturer.

I sent the product back and they issued a refund to my credit card, but then charged a "restocking fee" in the amount of $67.50 How can they charge me a "restocking fee" on a defective product that will not be restocked since the manufacturer has apparently agreed that the item was defective?

This company is operating a very unethical return operation.Desired Settlement: I want this company to return/credit the unauthorized "restocking fee" in the amount of $67.50 that they charged my credit card. They agreed, and the manufacture agreed that the item was defective!

Business

Response:

While we

certainly do not want any customer of ours to receive a defective item, we do have

several procedures in place to help expedite the process for the times when a

customer does receive a faulty item. In this case, given that you ordered a

[redacted] coffee maker, they prefer to deal directly with the customer in order to

solve the problem. If the item cannot be ‘fixed’ over the telephone, then [redacted]

generally handles the request by picking the item up and reshipping, or picking

it up and crediting us, whereby we could then have either credited or sent a

new unit out to you. This process for warranties ensures the most timely

solution to a warranty related problem that a customer is having, and is how we

deal with such situations.

The WEBstaurant

Store only sells new and unused items. Any time a unit is deemed defective, the

fastest and most cost effective solution for all parties is going through the

manufacturer, especially when a warranty is already in place for such

circumstances. Because the customer refused to handle the situation this way,

we agreed to bring the item back to us to have fixed with a restocking fee

being charged. Even when fixed, the unit would have to be sold as used at a

loss. All returns are subject to the restocking fee in order to keep our

overall prices low for everyone. This return, specifically, could have been solved

by simply going through [redacted]’s technical service department. Since it wasn’t,

the restocking fee had to be charged. The customer initially agreed upon this

course of action and sent the item back. Once we assessed the return, the

customer decided he did not want to pay the agreed upon restocking fee and is

now disputing the charges. Had we known that he was not okay with this charge,

we would have made sure that the warranty course would have been taken instead.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

If you notice, this businesses response is really only a reiteration of why they don't want to handle problems or returns of items they sell. It's really just an excuse of the cost they incur by handling returns.

Also, if you notice their response does not offer any type of true resolution.

This company stated that they could not issue a return authorization unless the manufacturer agreed that the product was defective. So, in defacto, this company agreed that the product was defective since they did issue a return authorization after taking two days while they were supposedly "contacting" the manufacturer.

I do not feel that I have should have been charged a "restocking fee" on a defective item, nor should I have been expected to have a brand new machine sent in to the manufacturer for repair. The product cannot be "restocked" since it is defective anyway.

This company operates under the veil of being a wholesaler, trying to avoid handling problems or returns, all the while still selling items directly to consumers directly via their website business.

Lastly, they are being dishonest when they stated that I accepted their "restocking fee." Please ask them to provide one piece of evidence to support their claim. This company is operating, at the very least, a very shady operation.

Regards,

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: I ordered Ice Cream Cones from the WEBstaurant's online store for my wedding on June 6th. On their website, it states that if we need an order by a certain day, the customer should state in the comment box the date he/she needs it by and they store will let the client know if they are unable to make the shipment on time. In addition, their website states that they have three warehouses and the warehouse from Las Vegas would ship products to Utah in 2 days. I placed my order on June 1, 2014 letting them know that I needed the shipment by June 5th. I did not receive any emails from the company letting me know that they could not make the shipment date and was left under the impression that I would receive the ice cream cones for my wedding day.

On the 5th of June, I called the WEBstaurant multiple times throughout the day trying to make sure that my order was going to be delivered that day. They assured me multiple times throughout the day that the order would be delivered on the 5th of June. The product never came. I called on the morning of the 6th of June asking where my product was because I needed it for that night. They told me that the product was in route and was scheduled to arrive the [redacted] Warehouse in Salt Lake City later that day. This was a completely different story that I was told the day before. I asked if there was anything they could do to ensure that I would receive my product by the evening of June 6th and they refused to help. I ended up calling [redacted] and was put in a terrible situation on my wedding day. [redacted] was very helpful, however, they were unable to deliver the package until the next day. I have no need for 800 Ice Cream Cones after my wedding day. So when [redacted] asked if I wanted them to deliver the ice-cream cones on the 7th of June, I said no because I had no need for the product anymore.

I immediately called my credit card company to put a block on the charges because the WEBstaurant did not abide by its online policies. The charge still came through and [redacted] has been working to fight the charges for me. The first time, the WEBstaurant sent [redacted] false information and sent them documents from a different individual's order. When [redacted] sent me those backups, I called them to dispute the charges again. The charges were put under dispute again and I finally heard back form [redacted] saying that the WEBstaurant provided information that would not allow [redacted] to refund the charges. However, the information they sent were their company's return policy and re-stocking fee. The WEBstaurant did not answer any questions of a late delivery and failed service.

This has been a terrible and stressful situation for my wife and me. The WEBstaurant has been incapable of showing any sort of professionalism and integrity. I was put in a terrible position on my wedding day and on subsequent days after while trying to resolve a problem they caused and refused to help resolve. I hope that the Revdex.com will take a close look at this matter and reach a fair resolution soon. Thank you for your time. Please feel free to contact me if I can help expedite the process.

Best,

[redacted]Desired Settlement: I would like a full refund to my credit card because the WEBstaurant refused to meet promises written on their website.

http://www.webstaurantstore.com/shipping_time_details.html

Business

Response:

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.

Consumer

Response:

[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]

Review: [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.

Review: I ordered a [redacted] Steamer that was advertised as an item that was a quick ship item. It states that a quick ship item is an item that is ready to ship in 1-2 days! The day after I financed my purchase with them is when they told me the item would ship on November 13th! I contacted them and let them know of there mis-information on their website and the customer service person said sorry the manufacturer is out of that item and would have to manufacture one for us. I asked her why it was labeled a quick ship item and that was very misleading. She replied I'm sorry sir I will have the tech department take that down! I revisited there website 8 hours after my call to see if they corrected their mistake and NOPE still a quick ship item! Shame on them as a restaurant you need some equipment ASAP and you look for reliable sources that have items in stock!Desired Settlement: That I receive my order in a timely manor as stated in the terms when my purchase was made. My understanding was I was going to have my kitchen equipment in a week (As stated on the website) Not in a month like the e-mail informed after I purchased the item!

Business

Response:

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.

Review: Purchased a [redacted]-18 Pizza dough press. Item was received defective. Took a few weeks of back and forth to actually receive a return authorization label. Company received item back about 2 months ago, and I still have not received credit for the item. When I call The Webstaurant Store, they keep giving me the run around.Desired Settlement: Refund full purchase price and shipping to my credit card.

Business

Response:

Good afternoon,

Review: Purchased a product from this company. Paid over $130 for delivery and was never told that I would need someone to help not only get the product into my home but to help get it off the truck. Once product arrived it was assembled and placed where it was to go in my home. Purchased 1/4 keg to put into the kegerator and got nothing but foam. Followed the instructions to fix this problem and it did not work, still foam. Continued for several days to try to rectify this matter and nothing. Have wasted almost the entire 1/4 keg trying to fix this issue. Contacted the company and was told that because it was purchased for my home that there is no warranty and I would need to pay a professional to come in and fix it. All I was asking was for someone to help me fix the CO2 flow problem so I wouldn't only get foam. They said that this item was not meant for home use yet when I entire my information and stated that this product would be used at my home they did not warn me that it would have no warranty and that no one would be able to help me with any issue unless I paid for it myself, they just continued to charge my bank for my purchase and delivery. Between the cost of the kegerator, delivery, and the 1/4 keg of beer that was wasted I feel this company could have at least offered to explain the CO2 flow issue instead of telling me that I could try the warranty number but that I would probably have to pay a professional myself to come and reinstall and fix the problem. I can not afford to have to pay another shipping fee to have this product returned to them.Desired Settlement: I would like a refund of all monies paid to purchase and deliver this product. If this product would not have a warranty because it was being used in a residential setting then a warning should have come up instead of allowing me to continue to purchase this product. They had no problem instantly charging my bank card for this purchase but they don't want to help with a simple issue when one arises. I wasn't even offered any phone numbers until I mentioned the Revdex.com. Horrible company.

Business

Response:

To whom it may concern:

I reached out to the customer via email regarding the problem she

is having with the [redacted] Kegerator she purchsed from us on 5/9/14. I spoke

with our Returns manager, as well as our buyer for this product and learned

that the problem could be resolved through sending the customer a replacement

pressure regulator. We entered a replacement order for a new regulator which

should ship within the next business day to the customer. I have been in

communication with the customer, and we are hoping that the replacement

regulator fixes the problem. I will continue to work with her to come to a

resolution.

The unit's warranty is technically void as these units are only

warranted if used in a commercial setting (see attached warranty paperwork

which is visible on the item's page on our website). We are sending a new

regulator to the customer at no cost to resolve the issue.

Please let me know if you have any questions or concerns.

Sincerely,

Customer Solutions Team Leader

Webstaurant Store

Review: I was sent a wok that was rusted and old and they would not refund me for it!Desired Settlement: I want my $40 back!

Business

Response:

Dear [redacted],

I’m sorry to hear that you are unhappy with the quality of the

wok you received from us. When [redacted] spoke with you via chat on 5/30/13 about

the issue, she asked if it would be possible for you to take a picture of the

wok so that we could have our warehouse and returns managers look at it to

determine if it would be worth returning or not. [redacted] contacted our two product

experts as well as our warehouse manager and was informed that this type of

product is actually meant to be covered in oil with a plastic covering for the

purpose of protecting the metal. Our warehouse manager also said these woks do

look dingy, rusty, and oily in stock, but this is completely normal as they

need to be cleaned thoroughly and seasoned before use with food product. Carbon

steel rusts very, very easily which is the reason these woks are initially

covered in grease and plastic. The grease will attract dust which is why the

wok arrived dusty.

As unusual as it may seem, this wok did arrive in new, normal

condition. We also include instructions on our website for how to properly

season a pan such as this which can be found here: [redacted] This video should help you if you still wish to give this wok a try. It is

perfectly suitable for food service use once it is thoroughly cleaned and

seasoned.

Please let me know if you have any additional questions or if

you do try to clean and season the pan, and it still appears to be defective in

some way. We definitely want to help and make sure you receive a product that

is new and in good condition. The industry standard for this product, for the

sake of keeping it from rusting, is to have it shipped with a layer of grease

and plastic. Thank you for understanding.

Sincerely,

Customer Solutions Team Leader

www.WEBstaurantStore.com

Review: On January 23, 2014 I purchase 160 cases of [redacted] napkins from the Webstaurant Store on line for a total cost of $2864 which were proposed by the Webstaurant store as a replacement item for [redacted] napkins that I had previously purchases, but of a different brand (a brand that they no longer sell).

I purchased these napkins in my own name, and I then exported these products to France (in the US I act as a a private citizen) because this size napkin is not available in Europe.

Upon arrival in Europe, a large discrepency was noted between the stated size of the napkin (on their website and on the size of the box) and real size of the napkins. The stated (folded) size is 3 3/4" x 6 11/16" and the actual size is 3 1/4" x 6 9/16" (a 15% difference on the height!).

Webstaurant has offer simpley to reimburse the US-based freight of the napkins (about $300) which I find unacceptable. I can not return the items because they are now in Europe, but I bought these items based on their online store's suggestion that this product replaced another products AND based on the stated size. I find 15% to be too much of a discrepancy.Desired Settlement: I wish to reorder products from them to replace the napkins that are not correct. I wish for Webstaurant Store to accept 2/3 of the responsibility ($1900) in store credit so I may purchase the correct products. I am not looking for a cash reimbursement, but store credit.

Business

Response:

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.

Review: I ordered product from this company that was never delivered. Upon contacting them I was told that [redacted] had come by and could not deliver because we were closed. Our delivery was rescheduled for the next week. After failing to receive our product again I was told there was a problem but it would be delivered tomorrow. Tomorrow never came and I was then told that [redacted] reported that they tried to deliver 3 times but that we were closed each time. Our hours of operation are 10am to 9pm monday thru saturday. No tag or notice was ever left at the business from [redacted] that they had attempted delivery. After my 3rd discusssion with the Webstaurant service department I was told I would be refunded my cost less a 30 percent restocking fee. I tried to explain that we were open and [redacted] must be in error but got nowhere. The dollar amount is not large but I refuse to be charged any amount when I did nothing wrong.

Thank youDesired Settlement: send me what I ordered

Business

Response:

The customer’s order was

shipped out on 9-15. We emailed the customer the notification and emailed the

tracking information to the customer the following day (see Email 1&2), so

they can view the shipment.

The tracking information,

documented on [redacted] shows as follows.

(See Tracking 1)

We were in contact with the customer when [redacted] could not

locate their address on 9-27-13. Per [redacted] at [redacted], we were told at this

time that they were going to reattempt the delivery on 10-1-13. The customer

responded and was aware of this problem. They always have the option of picking

up the order directly from the carrier, or contacting them directly with

additional instructions to help locate their specific location.

When the last attempt via [redacted] was not successful, the order

was returned back to our warehouse.

Once the package arrived back, we contacted the customer with

the update, as on the package the following message was documented, “this

business is closed until they receive their liquor license”.

The CSR representative that worked on this order previously

handled this order as a standard return, due to the loss already accrued by the

return shipment. We typically cannot cover the return shipping and reshipment

charges after [redacted] attempts delivery multiple times. We ask customers to be

responsible for entering correct shipping addresses/phone numbers and are aware

of when their orders will be delivered in case of any problems that the carrier

has. Each return that is inspected, re-packaged, stocked, and documented takes

numerous employees and time to process. It is standard in our industry to

charge restocking fees, which is how this order was handled. Here is a link to the

same information listed on our web site under Policies:

http://www.webstaurantstore.com/policies.html#Returns

for Residential Shipping Addresses

With this said, we do know that this could have been a mistake

on the carrier’s side. If they did not contact the customer, or attempt the

deliveries, then we would like to help the customer out and understand that

mistakes can happen.

Since part of the order had already been credited to the

customer, we would not be able to ship the order back to them. They paid

originally via [redacted]. Once those funds are credited, it cannot be reversed.

The best and only resolution that we have is to refund the customer the rest of

the amount back to their [redacted] account and then they will be able to place a

new order through the web site in order to receive the items. I have refunded

the customer today, 10-10-13, so they should be able to see it post to their account

within a couple days. (See Credit 1)

If you have any questions or concerns please feel free to let me

know. Thanks,

The WEBstaurant Store

Clark Associates

Review: I ordered a $600 machine from this business to press meats in my commercial kitchen. I made this decision based on the description on the website that makes the product sound like it would perfectly suit my needs. I emailed customer support before making the purchase to confirm that the machine would, in fact, perform the way that I need it to. I received the product, tried it out, and found that it does not in any way perform as described on the website. After numerous unsuccessful attempts to contact both the manufacturer and The Webstraunt Store (TWS), I finally received a response from the manufacturer, who informed me that the specs listed on TWS' page for the item are completely inaccurate. I contacted TWS customer support with this information (and received a response this time) and they proceeded to contact the manufacturer and confirm that the specs are, in fact, not accurate. The solution that TWS offered was to facilitate an exchange for a product that would work for me...if I wanted to pay the $2000 difference. I told them that I was unwilling to pay so much for another product, and only wanted to return the machine that I was misled into purchasing. But, I was told, since the machine was used (exactly once - that's all the time I needed to discover that it does not actually work), a return is not possible. For reference, here is the description of the machine from the spec sheet posted on TWS' website: "15 X 15 plate allows for (production) up to 4 pieces at a time...dial in the desired thickness from paper-thin to 1" thick"And here is a response that I received from TWS Customer Support: "I heard back from the manufacturer and they verified that the description we have on our site is correct. However, if you would like to press 4 chickens paper thin, this would be the wrong unit for you."Desired Settlement: I would like to return the machine and receive a refund. I believe that the fact that I was misled by their description (which was admitted by TWS) should supersede their policy on returning used items.

Business

Response:

The Customer Solutions Specialist that had been working with this customer was still waiting for a response from the manufacturer about allowing this unit to be returned as they had previously stated they would only accept it back if a new one was purchased. She did get a response from the manufacturer today that they will accept this back even though it was used with a restocking fee which they've never done before. The Customer Solutions Specialist will be emailing the customer directly with the details.

Consumer

Response:

[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.]

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,

Review: Damaged product delivered. Will only refund 1/3 of cost. We reordered and paid for a new one.Desired Settlement: pick up damaged sink and refund the other 2/3 of money.

Business

Response:

Worst service ever. I bought a 208Volt Fryer they sent a 240Volt fryer I opened it realized it would work sent it back they said they would take care of it I would just have to take care of shipping. then they said it was used there was oil on it and showed damage said we couldn't do anything about your order except throw it away unless I wanted to repay shipping. Buyers beware if you open any package they will not accept it even if they messed up. They were really nice about saying it was used and we must of used it and there was damage and to take it up with Shipping company. FYI they scam you with shipping charges how does a 29 dollar shipping to them return turn into a 6 dollar cost for them to reship it back to me?

Review: I purchased Bunn Imix 14 machine for our company and by mistake I ordered twice since I kept getting message that order was not processed. This was done with 2 different orders in a matter of few minutes. If I needed 2 machines it should have been one order with quantity of 2 instead of 2 orders within few minutes. This order was shipped 3 months later and both machines shipped at the same time. We returned one of them thinking duplicate was sent by mistake. We asked for full refund since package was sent back untouched in the original packing . We called for refund and they said there will be shipping charges + restocking fee of 20%. We said we can get a different machine from the same manufacturer. it was all deniedDesired Settlement: Allow us to get full refund ideally if not then exchange with no restocking fee since we were not informed about this fee while we were ordering it online.

Business

Response:

On October 9th at 11:25pm and on October 10th at 12:01am we received and began to process orders for a commercial coffee brewer.

When each order was placed, we e-mailed the customer separate confirmations with unique order numbers as well as estimated ship dates. Anytime during October 10th and November 11th when the orders were processing, we could have cancelled one of the orders per the customer’s request without any fees involved.

On November 11th we e-mailed the customer tracking information for each order and soon after were contacted that one coffee brewers was refused because they only wanted one.

Because we provided the service of shipping these items per our customer’s request, in order to have one shipped back and the return processed, there are shipping and restocking fees involved.

We are currently working with the customer to reduce the restocking fee by 50% as well as covering the return shipping of the item.

If you have any questions, please do not hesitate to ask.

Review: I ordered a refrigerator on June 26th and paid $95 for shipping. The fridge took 2 weeks to be delivered and was broken upon delivery. I told the driver to take the fridge back, and he said for me to call the company. After the guy left, I contact the company and they ask me to upload photos. Its been a month since I've ordered the fridge, still nothing has been done. After contacting Webstuarant, they said that they are not responsible.

So basically, they make you pay $95 for shipping, they pick a lousy shipping company, delivers the product broken, then push the liability on the consumer.Desired Settlement: Send someone to take their fridge back, I've already ordered another fridge from someone else.

Refund my money including shipping cost

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Consumer

Response:

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

Business

Response:

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.

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!!!!

I would not recommend this company at all. I ordered containers and on the item they show the container with a lid and in very small gray text added "lid is not included". Now I am asked $13 delivery fee to get a $3 product. I spoke to their customer service and it seems like they do not really care. They were not willing to reduce the cost of shipping at all. She said I can retun the product and pay the return shipping and 30% stacking fee.
I know that I will never do business with them again.

Review: I purchased [redacted] Glass Hot Beverage Mugs. The product was splitting in half when servers poured hot coffee in them. We tried to follow the suggestions of the customer service to place a metal spoon ( to absorb some of the heat) and we warmed the mugs before using. (these we sold as commercial restaurant equipment so the mugs were warm coming out of the dish machine) they still split in half, the handles fell off, the handles cracked in random spots. This was all very dangerous for my staff whom two of which suffered burns and cuts. I sent product back and received 190.67. That was the cost of the 144 mugs purchased, I was not returned the 102.67 in delivery charges. If this was a normal return I understand my responsibility on the delivery charges. This was not the case. The mugs were sold as restaurant supplies for hot beverages and they were not able to be used even with all the suggested precautions.Desired Settlement: $102.67 in delivery charges.

Business

Response:

Good morning,

Review: I purchased a scale from the Webstaurant Store at the end of last year. I wasn't able to open the package until the end of February. When I did open it I found that the battery compartment was malfunctioned. The company asked me to send photos of the broken scale which I did. They then told me that they believed this was a delivery issue not an issue with their product. I believe that it was an issue with their product and asked that they send a replacement. They have declined to so.Desired Settlement: I would like the scale replaced or a refund issued.

Business

Response:

To whom this may concern,

Review: Buying a $1400 [redacted] food processor primarily for making nut butters and reducing mushrooms to powder for spices, only to find out by trying that it will not do this is frustrating enough. Finding out that once the product is used it cannot be returned, when one has to try using it to find out that it doesn't work, is even more frustrating. The problem with the product is that it pushes food up the sides of the container, away from the cutting blade and nothing gets processed. The problem with The WEBstaurant return policy is that nothing once used can be returned, but it cannot be learned that the product doesn't work satisfactorily until it is tried out. What we learned is that almonds cannot be made into almond butter without repeatedly scraping the almonds onto the blades, and then it takes a very long time, 30 to 45 minutes; this is totally useless performance. (Our old 1000 watt [redacted] ProLine, worn from use to the point of falling apart, took less than 5 minutes, without any scraping help.)Desired Settlement: Our "resolution" wish is to return the food processor for a refund.

Business

Response:

Although we do not take back used items, it is always our desire to help resolve the issue when our customers are not satisfied with a product. In this case, the product puchased was a commercial grade [redacted] food processor. This unit is quite versatile in function, especially when used in conjunction with available accessories and options. The base model will puree, mix, chop, and blend many different types of food, however, only a smooth style "S" blade in included with the unit.

After receiving [redacted]'s complaint, we asked her to describe how she was using the unit and what she hoped to do with it. [redacted] detailed two main goals. 1) Making almond butter and 2) Turning dried mushrooms into mushroom powder. Unfortunately, neither goal was successful. The blades did not do a good job of turning the almonds into butter and the mushrooms were "shot" to the sides of the bowl and would stick to the wall making further contact with the blade impossible.

[redacted]'s wish for a resolution was to return the unit for a refund. On our main website, we only carry new items for sale. As a result, we are not able to take back used items. If an item is used and a defect is discovered, we will pursue a repair or exchange based on the manufacturer's warranty. In this case, we contacted [redacted] and described the problem. It was determined that the unit was not defective and therefore not eligible for repair or return under the warranty. We then inquired as to if [redacted] had any sort of "satisfaction guarantee" in which they will take back used items. Unfortunately, they do not.

In addition to our main website, we also have an "Outlet" page on which we sell slightly damaged, dented, or used product. Because a return to the manufacturer was impossible, we did offer [redacted] the option of returning this unit to our outlet site. Her refund would be dependent on the final sale price. Negatives to this solution include that fact that we do not know when it would sell, and the fact that we do not know how much it would sell for. We estimate that we could sell it used for approx. $900, however, that is not something we could guarantee.

If [redacted] decides against returning the unit to our outlet, we did check with [redacted] to see if they had any specific suggestions that [redacted] could use with her processor. First, [redacted] suggested that she try a serrated "S" blade instead of the included smooth "S" blade. The serrated blade is better equipped to handle the type of processing she is doing. Second, [redacted] also provided some information concerning how the bowl should be filled. According to [redacted], maximum fill level is always 2/3 full of solids, and top of the center hub of the bowl for liquids; however, operating level varies depending on the material you are processing. Product that is sticky or hard to move around must be added to the level that does not overload the motor. Also, it must be added to a level that allows a vortex of product in the bowl when the motor is running. If the vortex does not form, the bowl is overfilled and only the product directly around the blade will be cut. The vortex action turns the material to obtain uniform mixing and cutting of the product.

Solid products that are too large, such as large mushrooms, must be cut to a size no more than 1/2 the length of the cutting knife. Round products, such as berries or fruits, must be cut in half to keep some of the product from literally bouncing around on top of the chopped material in the bowl. IF the bowl is not overfilled, 2 or 3 pulse short run cycles should break up round products without having to cut those items with a knife.[redacted], maximum fill level is always 2/3 full of solids, and top of the center hub of the bowl for liquids; however, operating level varies depending on the material you are processing. Product that is sticky or hard to move around must be added to the level that does not overload the motor. Also, it must be added to a level that allows a vortex of product in the bowl when the motor is running. If the vortex does not form, the bowl is overfilled and only the product directly around the blade will be cut. The vortex action turns the material to obtain uniform mixing and cutting of the product.

Solid products that are too large, such as large mushrooms, must be cut to a size no more than 1/2 the length of the cutting knife. Round products, such as berries or fruits, must be cut in half to keep some of the product from literally bouncing around on top of the chopped material in the bowl. IF the bowl is not overfilled, 2 or 3 pulse short run cycles should break up round products without having to cut those items with a knife.

Hopefully, [redacted] will be able to use this information to make this unit work better for her needs.