The WEBstaurant Store

***,Thank you again for your patience as I awaited Mary's return to the office She just got back to me today and is not specifically aware of the issues that you reported or the conversations that took place, so she reached out to her technician, Rick, to give you a call I provided them the phone number on file, ###-###-####, and stated they could ask for you or [redacted] as you previously stated You should be hearing from Rick today and he will be able to further advise and inform me of the outcome If you do not hear from him, Mary stated you could call him directly at ###-###-####.Our hope is that through this conversation with Rick, the issues can be discussed in more detail, and we will be able to proceed according to his recommendations.Sincerely,Kaitlin W***Customer Solutions Team Leader

To whom it may concern, On 9/5/this customer placed an order for a [redacted] Spiral Fry Curly Fry Cutter (Item# [redacted] )This item was shipped the following day and arrived to the customer on 9/8/We were contacted by the customer on this date asking to return this item as they had ordered the incorrect unit for their needsAfter explaining our return process the customer felt that they did not want to pay the return fees and decided against returning the itemWe have all of our return information listed here- http://www.webstaurantstore.com/policies.html#Returns_for_Residential_Shipping_A...⇄ for customers to review prior to purchasingWe do charge a 30% restocking fee for residential customers as well as the return shipping in order to process returnsIn this instance we would be willing to lower the restocking fee from our residential rate of 30% to our commercial rate of 20% if the customer was still interested in returning this item as a one-time exceptionAll the customer needs to do is ship it back and we will credit them for the item minus the restocking feeThe customer would then be able to order the item that they originally intended on ordering at this point

Hello,This customer purchased a [redacted] Cotton Candy Machine and contacted us on 5/27/that the axle for the wheels was not long enough to installSince the unit shipped internationally we agreed to credit back the customer in full since the correct axle was not in stock and able to ship out quicklyThey were refunded on 5/27/A week later the customer placed an order for the same unitThe same issue with the axle was present in this second unitAs the part was still not available we agreed to bring the second unit back to usWe provided prepaid [redacted] shipping labels through the [redacted] website on 6/7/for the customer to have the second unit returned to usWe will credit in full once it is returnedWe have also contacted our Purchasing Department to be in contact with the manufacturer since this appears to be a defective part provided in the kitWe also recommended to the customer that with the unit that we were not returning they may be able to find the part locally to fix the unit.At this time we are just waiting for the second unit to be returned to refund the customer in full.Thank you,Andrew S [redacted] Customer Solutions Team LeaderWEBstaurant Store

This unit is covered by a manufacturer's warranty which uncludes years parts and labor and an additional years just on the compressorThe warranty would only cover manufacturer defects and would not cover issues resulting from damage in transitA 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 warrantyBased on the pictures that were provided, there is every indication though, that the damage on the unit is effecting the functionBecause 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 damageHere is contact information for a certified True technician [redacted] ***- ###-###-####We will also follow up with our customer directly to facilitate if needed

I decided to call the warranty company and the issue was resolvedPlease close the complaintIf the problem persists, I will file another complaintRegards, [redacted] ***

We apologize for the delays while we have been working with the manufacturerWe sent an email today stating that we are having the replacement part that is needed sent out at no cost to the customerOne of our team leaders will be following up by 5PM EST tomorrow (9/19) with an update on whether or not a technician is needed to install the part

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

To whom it may concern:Since the customer wrote his complaint, one of our Customer Solutions Specialists, Gina, reached out to him by phone to discuss the situationAt this point, she has offered to have a replacement grill sent to the customer after working with our warehouse to locate this extra part provided the unit is still workingThe customer agreed to this solution, and we will continue working with him to see this through to the end.The reason we did not initially offer to replace the unit was due to the fact that the damage was not noted on the carrier's proof of delivery, and the photos of the packaging that the customer sent did not convince the carrier that the damage did or did not occur in transitOnce the proof of delivery is signed by the customer, liability typically falls on the customer if they find that the order did not in fact arrive in good conditionWe will file a claim with the carrier on behalf of the customer, which we did, but we unfortunately do not always win the money back for the customer that we ask for.Please let me know if you need any further information.Sincerely,Jasmine L***Customer Solutions Team LeaderWebstaurant Store

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

We apologize that your time was wastedThat was not our intentionAs previously stated, the order has been canceled as requested and funds have been released

We do acknowledge the complaint that it is stated is that the unit can function at degrees FahrenheitThe temperature needed for a dishwasher to function properly can vary based on the numerous factors that were listed previously The chemicals must be adjusted properlyThe unit should have 4-mL of detergent, 2-mL of rinse aid and sanitizer adjusted to 50-PPMAll levels settings are determined by type and level of soil Hardness of the waterSince they are operating at lower temperature, there are not as many minerals being "burnt" out of the water as a high temp machine, thus leaving lime scale on the wares which is harder for soils to be released Water temperatureThe minimum temp is degrees fed to the machine for proper sanitationdegrees is recommended for best performance Water pressureThe machine is a "dump and fill" model meaning it will refill during the cycle and will not perform well if there is not enough pressure to fill properlyAlso, the machine has to be adjusted for drain and fill operation to properly work Operator trainingThe dish machine operator should be trained to properly scrap, sort, presoak, operate and clean the machine I have attached the spec sheet which states that degrees is the minimum temperature and degrees if the recommended temperatureIf the customer is willing to re-install the unit, have the service tech come out to the location and replace the parts, we would be happy to work on additional trouble shooting options

On 7/27/15, I purchased (3) Watt Outdoor Flood Lamp Rough Service Light Bulbs - 130V (BRFL) (56675PARFL) for $each =$+ $shipping totaling $ On 7/30/15, I received my lights The box was was completely broken into and 2/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 concernsThe representative complied but never told me she was not refunding shipping and handling I then receive an email of my refund for $($for (2) lightbulb a and $for shipping) So I contacted them back and felt it was unfair that they are charging me $for ONE lightbulb Buying bulbs cost $but bulb they charged me $ Does that make any sense? I explained to the representative that it seemed unfair especially since I had paid $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

[redacted] [redacted] I am rejecting this response because: I tried to contact the manufacturer but the line is dead or an answering machine I told the company this!! They will not honor there product [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Webstaurant is basically calling me a liarThey are making me go between them and the manufacturer because they do not stand behind the products they sellClearly I will be taking legal action next Regards, [redacted] ***

We apologize if any of our email communication came across as intimidation or retaliation as that is never our intentionWe also apologize for our mistake in not removing the customer’s order from processing until we heard from him with how he would like to proceedWhile we are not able to hold orders for an extended amount of time, we do have a short window of opportunity to remove the order from processing temporarily in order to reach a resolution (i.ecancelling or working out alternate arrangements with our customers)In regards to our returns, our standard return policy does state that when a return is made a refund will be applied minus the return shipping and a 20% restocking fee for our commercial customers and 30% for our residential customersWhile we are unable to hold the shipment until January 15th, because we made a mistake in not removing the order from processing until a resolution was decided upon and the customer is unable to accept the shipment due to his business being under construction, we have offered to waive both of those fees as well as cancel the item that has not shipped yet and provide the customer with a full refundAdditionally, in order to make reordering so many items more simple, we do have the option for customers who are logged into their accounts to click "rapid reorder" in the upper right hand corner of the website which enables them to quickly re-add any previously ordered items to their cart

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

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

[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]

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] ***

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!!!