The WEBstaurant Store

[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:Contrary to [redacted] ***'s comment re working with distributors prior to this, I have over years of experience working with distributors who stand behind their products and descriptions.The distributor that I work with primarily has the same product at the same price Unfortunately, I failed to check their website once I found the product on the Webstaurant/ [redacted] web site.This distributor would have taken the product back without questionI had contacted [redacted] directly via their website prior to placing this complaint One of my employees contacted vendor, as well prior to filing complaint The response was very simple, no returns after days, and product needed to be in the original packaging, and in this case, uninstalledNeedless to say, there was no way to determine the efficacy of the product without installing it.Re: Installation QuestionsUnit is installed above a standard 36" wide exterior door accessing production area of food processing facilityDoor is only opened once or twice a week for access to tank trucks for bulk loading Door may be left open for 20-minutes at a time However, I should note that I observed the flying insects passing through upon inspection of the installation That is, the door was open for a 20-seconds before I observed insects flying through near ground level, lower 2' +/- The airflow is greatly diminished as it approaches the floor Plunger switch is in use As mentioned in earlier correspondence, the original switch was defective and would not shut off when door was closedAs the door is in use for very short periods of time, it was not acceptable to have it running all the time This, coupled with a delay in electrician arriving to perform initial installation and returning to replace the switch, explains the extended period of time that has passed.We appreciate you reaching out to [redacted] on our behalf If Mary is to call here, she can speak to me or [redacted] S***.Thank you for your efforts[redacted] ***

On Monday, October 10th we have reached a resolution with the customer to refund for the unit and the shipping as well as an additional credit of $that is being provided in a check to be mailed directly to the customerWe are continuing to work with the customer to set up a pick up for the defective unit.Our Customer Solutions Specialist Jeff has provided his direct extension to help provide better communication through the completion of this process.Thank you,Andrew S [redacted] Customer Solutions Team Leader

Hello,While we are a commercial restaurant supplier, we recognize that not all municipalities have the same health codesSome municipalities do not require that a restaurant’s equipment be NSF listedThese units, such as the product [redacted] purchased, are lower priced alternatives for restauranteurs that do not need their equipment to be NSF listed In addition, we list any certifications directly on the item’s pageIf an item is NSF listed, there will be an NSF logo on the page itselfOur website is set up with filters for customers to use in order to narrow down products to show which items meet their requirementsOn the left side of this page, https://www.webstaurantstore.comcountertop-induction-ranges-and-induction-cooker...⇄ =number-of-burners:double, customers can select the number of burners, cooking surface diameter, and there is also a filter that says “NSF Listed: Yes.” If [redacted] would like a double burner, NSF listed range that is a countertop unit, using those filters we can determine the products matching her needs can be found here: https://www.webstaurantstore.comcountertop-induction-ranges-and-induction-cooker...⇄ nstallation-type:countertop&filter=nsf-listed:yes&filter=number-of-burners:doubl...⇄ are also available via phone, email, and live chat to answer any questions our customers have prior to purchasingWe originally offered to lower the restocking fee to 15%, however we are willing to offer a one-time exception and issue a store credit for the restocking fee, which would be $ [redacted] would be responsible for the return shipping, which she had already agreed toThe rest of her refund would go to the original method of payment, and we can work with her to help find a unit that works for her restaurant’s needs

Complaint: [redacted] I am rejecting this response because: First of all that is not a resolution It is 8:a.mand the cooler is reading degrees right now I have a manual thermostat hanging inside of the cooler and that is reading degrees, which means it is holding steady at that temperatureIf it were merely cycling up because it got to cold it wouldn't read degrees, which by the way is higher than their description states is acceptable The bar closed at 2:a.mso that means that the cooler has gone unopened for hours and it is reading degrees That is unacceptable The compressor may be working as they stated but it is not cooling as it states in their description And yet no service technician has contacted me This just goes unanswered and as far as I am concerned this is a scam to keep a defective product in place without accepting responsibility The cooler is not filled to capacity, hasn't been opened in hours and and is reading degreesThe cooler needs to be returned at their expense and we will buy a different brand This brand is not working correctly I don't think I am asking too much Please help me with this Regards, [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:I do not understand how they consistently claiming both images are same when obviously these two are not same uniteven handles looks completely differentMoreover, I am not talking about the images anymoreIf the product does make 1/inch thickness waffle like what description used to say, I would not mind about outside appearanceI am talking about the description they had for this product when I made a purchaseAs I mentioned, THE WEBSTAURANT STORE changed detail description (which is very important factor to me) of this particular product and made customer confused so I am asking them for full refund instead of credit me after they take out 20% of restocking feeI paid the return shipping as well and the unit is unused and returnedIf it was my mistake, I would not do this for sureI never disputed a charge unless it regards to identity theft, in my entire life but I had to do this time because I am 120% sure it is WEBSTAURANT STORE who made a mistake or falsely advertised and I am really really really upsetI do not want to play game with themI already explained to them why I do not want to make another purchase from them in order to receive a full refund, and it is because I already lost credibility from this company Regards, [redacted] ***

Customer placed and received this order in November of We were made aware of this issue on March 5, Our Missing Items Policy is included and linked "Damaged/Missing items - Ground Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missedIf any part of your order is missing or damaged, please keep the items and packaging, and contact us within business days of receiving your order so we can find a solution for you! Pictures of damage may be requested to help with the process." http://www[redacted] The item ordered was a case of hotel conditioning shampoo (ozbottles per case, eucalyptus and lemon scent)The item sent was a case of hotel conditioning shampoo (oz bottles per case, Lemongrass scent)When we were made aware of the issue, not only was the box opened, but several of the items were usedWe originally offered a credit to keep the item, but we were informed that this credit was not acceptableAs a result, we issued a full refund of the original purchase price and we allowed the customer to keep the case of shampoo that was sent

All products that are ordered from The WebstaurantStore are backed by the manufacturer’s warrantyFor any warranty defects, you will need to contact the manufacturer directly at either [redacted] However, one of our Customer Solutions representatives will be reaching out to you via email to see if there is any troubleshooting that we are able to assist you with

Webstaurant sold us a tableThey delivered us a damaged tableThe 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

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 $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 $in store credit for this issue Sincerely, Eric L [redacted] Customer Solutions Team Lead WEBstaurantSTORE

To keep a uniform appearance, we display the warranty which is linked to a PDF, in a similar format and include links to the spec sheet and manual on the right side of the item's page for our customer's convenience(See http:// [redacted] ) In terms of the clarity of the warranty coverage "month limited warranty" is the first sentence under the [redacted] logo on the warranty sheetThe warranty is also outlined very clearly in the manual that was included with the item

Hello ***, I recently received your communication with the Revdex.com and wanted to take some time to reach outFirst and foremost, I want to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part With that said, I do want to provide some additional clarification on the steps we’ve taken and how we got to where we are currentlyBecause we are a foodservice wholesale distributor, a majority of our items are intended for commercial use only and as such, the warranty is often void if not used in a commercial setting In order to be as clear as possible, we provide warranty information on each product’s page for our consumers to read at their convenience Additionally, for units that are not covered under warranty if used in a residential location, we provide a notice directly under the warranty PDF which states the following: RESIDENTIAL USERS: Vendor assumes no liability for parts or labor coverage for component failure or other damages resulting from installation in non-commercial or residential applicationsThe right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible When you originally contacted us on September 9, 2016, you let us know that the unit arrived damaged but this was not noted on the proof of delivery If damages are noted on the Proof of Delivery, we are able to either reship the unit or refund customers in full immediately after obtaining the legal document from the carrier In this case, the damage was not noted, so we become very limited in what we are able to do, but we filed the concealed claim in hopes of providing some compensation Later that day, you let us know that the ice machine was also not working properly At that point, we discussed that the warranty process does need to go directly through the manufacturer and as the damage to the unit was not related to its functionality, we would strictly continue with the claim and allow you to work with [redacted] to get the machine servicedDuring the conversation, it was discovered that while the unit was shipped to a commercial location, it’s actually being used in residential location This will absolutely limit the service capabilities since most technicians for commercial products are not insured to service them in residences The notice included above for residential users is provided on the ice machine’s page, as well as the PDF warranty document which also explains the limitations of servicing for residential consumers From what you relayed to us, a service agent is actually willing to repair the machine, but they asked that you move it outside since they cannot service it in your home due to insurance and liability; however, you refused to do so Most warranties do not offer the option to return units for a full refund—this one include, which is why it is extremely important to read through the documents provided so you are fully aware of what you are purchasing Additionally, to clarify, we do not have a refund policy that states the item must be shipped to a business address One of the perks of shipping to a business address is that the shipping is often slightly cheaper and you are not required to have a liftgate—which is $ You did mention that you wanted to find a way to decrease the shipping cost and get rid of the liftgate, so if that was your intent, recommending shipping to a business for any order is standard I attempted to locate the call to fully understand the conversation, but I was not able to find it under the phone numbers on file If you would like to provide us an alternative phone number and the date that you called, I could certainly look into this furtherWith all of this said, we proceeded by offering you a 10% credit on the unit on September 12, due to the scratches, to which you accepted For this type of claim, we would typically wait out the claims process with the carrier and are often not provided any compensation; so we already made an exception in order to work with you on the matter given the circumstancesWe will not be able to issue a return for a full refund at this time We strongly recommend that you continue to work with the manufacturer and the service agents to get this resolvedShould you want to discuss the situation further please do not hesitate to reply to this email at a time that is convenient for youSincerely, Kaitlin W [redacted] Customer Solutions Team Leader

Hi There, I do apologize, but we would not be able to treat this as a standard returnOn a 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 customerWe 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 possibleThe 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 ownWe could list the item as lightly used with the listing price set where the customer wishesWe 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 customerSince 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 it may concern,We were made aware of a delay of the shipment on 10/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 possibleIt 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 occurWe have been in constant communication with our customer about this situation and will be reshipping the order in order to resolve it

[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 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]

This is the solution I requested with the seller, which they originally flatly rejectedWhen you have something go wrong, own it and correct 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]

When an item is received with cosmetic damage but is a usable or fixable condition, we will normally offer a partial discount on the item as this is the fastest resolution for our customersAs we cater to customers in the food service industry, we understand that time is often the most valuable commodity and strive to find solutions that will take the least amount of the customer’s timeIn this case, suggesting that our customer source a replacement nut locally, bend back the damaged corner on the shelf, allow us to issue a partial credit for the damage, and reimburse them for the cost of the nut was the fastest option available to our customer to solve the problemTim and I certainly apologize if the way that this option was presented came off the wrong way and unintentionally offended anyoneTim had followed up with our customer prior to receiving this complaint and did offer to solve this issue in any manner the customer would like (returning and refunding the item in full or sending a complete replacement) but we have not heard back

Hello, I’ve reviewed the order details, item details, and communication between the customer and our Customer Solutions Representatives. As my associate mentioned in her interaction with the customer, when a customer places an order with us, they are accepting the warranty on the unit as well. If... there is an issue after they receive their unit, it must go through the warranty to be serviced or replaced. When the customer reached out to us on 9/1/17 about the unit being undersized and the coil leaking, we contacted the manufacturer to determine what could be done. The manufacturer provided us with the following statement, “The unit your customer has is undersized, which is why the cooler is not working properly. Only way to solve this problem is changing the unit.” The manufacturer cannot send out a service technician because the incorrect size was purchased and that would not be covered under the warranty. The warranty does not cover "service required as a result of improper installation", which would include installing an incorrectly sized unit for their location. The manufacturer did advise the unit they would need is item # [redacted] . At that time, we suggested selling the original unit locally and purchasing the correct sized product for their location. Since the unit has been used, we are unable to return it. We are only able to accept returns that are unused and in the original packaging. We went into our archives and searched for the phone call conversation where the customer said one of our representatives suggested a specific unit. However, no such conversation was located where the customer asked about dimensions before the order was placed. If you look on the item page, the description of the unit includes the exact measurements: [redacted] At this time, we have asked the customer if a different phone number was used when calling in to the WebstaurantStore before placing the order and they have not provided any information. Please let me know if you have any further questions regarding this issue. Sincerely, Amy B [redacted] WebstaurantStore Customer Solutions Team Leader

We are actively working with the customer and the carrier to get this delivery set upThe carrier can only deliver to this customer’s location on certain days of the weekThis has delayed the timing in getting the shipment to the customerThey are looking at a potential delivery time for next week, but we are checking alternative delivery options as well and presenting these to the customer to ensure we are looking every possible avenue to get this delivered

Hello, On order [redacted] , we were contacted 5/22/in regards to damages to the sink and the back bar refrigeratorThe order was delivered by the carrier on 5/9/and signed for by the recipient without noting any damages on the Proof of DeliveryIn order to file a claim for compensation from the carrier for the damages, we must be notified within days of delivery in order to file a concealed claim on behalf of the recipient The necessity of inspecting and noting damages is listed before the checkout page where we include an optional printable check listAfter days, when the Proof of Delivery is not noted with damages, the carrier no longer allows us to file a claim for compensation for the damageDue to this not being noted and past the time frame to file a concealed damage claim, we looked into an alternative resolutionAt the time it was reported on 5/we requested photos of the damages in order to come to a resolutionOn 5/we confirmed with the customer that the back bar refrigerator was in working condition and the damages were only to the cover of the ventFor the damages to the sink base, we requested that the manufacturer reship a new braceWe confirmed that the manufacturer would be able to replace the damaged brace for the sink at no cost to the customerFor the damage to the bar back refrigerator, we offered the compensation of 15% of the purchase price ($322.25)The customer requested that we check to see if getting a replacement panel for the bar back refrigerator was possible in lieu of the creditThis replacement part is not something the Webstaurant carries in our warehouses and would need to be ordered direct from the manufacturer who reports it could take up to several months The customer also requested a full replacement sinkDue to the damage not being noted on the Proof of Delivery we are not offing a replacement, but rather we are offing to provide the customer the $partial refund for the damage to the sink in addition to the replacement part the manufacturer is sending at no charge to the customer If the customer would like we can also reach out to the manufacturer of the bar back refrigerator to find out if and when we can get replacement panels direct from the manufacturer

Webstaurant Store has this Aluminum Wok Cover specifically listed and imaged, to use with larger Woks, “The cover is designed to be used with 16" - 20" woks”We do not recommend products be used with other products or for other applications Further information on the proper use of this cover supports the nominal measurement of ¼” having no impact on the cover and larger wok when paired and being used correctly, “Use the wok cover to keep oil from splattering your range, or to keep an authentic dish hot while you are waiting to serve it.”With this cover not being used to the manufacturers intended use we would only be able to reduce restocking fees to 10% of the price of the cover (all returns must be unused)We highly recommended pairing this cover with the correct size wok (and wok ring if applicable)https://www.webstaurantstore.com/***- [redacted] -hand-hammered-cantonese-wok/ [redacted] .html https://www.webstaurantstore.com/ [redacted] -mandarin-wok/ [redacted] .html