The WEBstaurant Store

Review: I paid for white glove shipping on ALL PRODUCTS I bought. They charged me for white glove, however, SOME of my items came through [redacted], which doesn't offer white glove. When I contacted them, they told me that I wasn't charged white glove for the items that weren't sent white glove, HOWEVER when I put items in my cart that WERE white glove, the white glove shipping comes to OVER $400 LESS for the white glove costs. They corrected this on one of my orders, but won't on the other.Desired Settlement: I would like the $400 difference that I didn't receive white glove for. The items sent white glove when relisted in my cart came to $863.94 white glove. The items sent [redacted] came to a total of $38.84 Ground. I paid $1337.76. I would like the $434.98 difference. Especially since I spent such a significant amount of money to this company. Aside from that, I placed 4 other orders. One of which, I WAS refunded the difference. I did the same for all of my orders. For order #[redacted] is the one I am owed $434.98. Now I would also like the $61.51 owed for order # [redacted], The $27.82 for order # [redacted], and the $890.30 for order # [redacted].

Business

Response:

To whom it may concern,

There are two separate issues with two different orders from our customer and it is important to differentiate the two.

The first concern was with an order ([redacted]) that was placed with a White Glove Common Carrier service. This service would include the carrier unloading the freight from the truck and bringing the freight inside our customer's establishment.

However, there was an error with processing that order and it shipped completely VIA [redacted] ground. That situation has been corrected and the shipping cost difference in the amount of: $393.86 has been credited. This reflects the difference in shipping of White Glove Common Carrier and [redacted] ground for that order.

The second concern is deriving from an order([redacted]) that was also place with the WG service. The majority of the order is in fact shipping WG, however there are several parts of the order that will be shipping [redacted] ground.

When shipping is calculated during check-out there are multiple factors that are considered, including: the weight and dimensions of an item as well as the source location of an item. Typically, when a large order is placed, items will have to ship from multiple locations. The shipping amount that is calculated during the check-out is taking into consideration possible multiple shipments.

Because our customer's order is in fact shipping from many different locations, part of the order will be shipping [redacted] ground. Again, the amount that is calculated for shipping during check-out is factoring this.

Since our customer has placed the order, shipping has decreased due to the source location of items changing. In order to resolve this situation and also in light of the error with the previous order, we will be crediting the difference in shipping currently in the amount of: $465.57.

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

Regards,