The WEBstaurant Store

Hello,After our process of reviewing with our warehouse the images the customer sent to us regarding order ***, we have collectively determined it is best to offer a replacement unit for the *** *** Chest FreezerThe original unit the customer received appears to have been used prior to
being shipped outOur representative, Nate, has reached out to the customer via email to coordinate a replacement unit being shipped at no cost or a full refund for the order if desiredThe customer will be able to dispose of the original unit they received as it is in a used condition.The customer can direct any further questions to us via email at [email protected] or reply directly to the email sent from Nate today, 1/at 10:35am.Thank you,Customer Solutions Team

Hello, Thank you for reaching outAfter looking through this order it does appear that, while the item was out of stock, we did email the customer the day that the order was placed letting them know that the ETA was estimated for 6/30/That email was sent to the customer hours after the
order was placedWe do our best to secure these estimated dates so that customers can determine whether or not they want to look into alternative products or cancel their orderI apologize for such a lengthy delay regarding this order, however the manufacturer simply does not have stock to fulfill it at the time the order was placedAt this time it appears that the manufacturer has been receiving stock and should ship these out as soon as they get processed this weekGiven the fact that this order is shipping and we have provided as much information as possible regarding ETAs, we are unable to offer any discount on the order. Regards,Dan C

To whom it may concern,The order sent to our customer was shipped via a ground service which does not come with a guaranteed delivery date, although a delivery in a timely manner is expectedAfter working with our customer and being in touch with the carrier, it does seem like the delivery was
delayed business days for unknown reasonsWe will be waiving the shipping fee due to the inconvenience of the delay

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 (***) that was placed with a White Glove Common Carrier serviceThis 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 *** groundThat situation has been corrected and the shipping cost difference in the amount of: $has been creditedThis reflects the difference in shipping of White Glove Common Carrier and *** ground for that order
The second concern is deriving from an order(***) that was also place with the WG serviceThe majority of the order is in fact shipping WG, however there are several parts of the order that will be shipping *** 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 itemTypically, when a large order is placed, items will have to ship from multiple locationsThe 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 *** groundAgain, 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 changingIn 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: $

Hi ***,
I see that you spoke to Mike, our Customer Solutions Specialist today, who passed along the information that we should receive an answer tomorrowWe have documented that the service technician, following their appointment, is ordering a replacement controller and we also are sorry to hear that there has been further problems with the handleWe have noted that you would like to have the cooler returned back to our facility and receive a refund so you can purchase a different unitI have submitted this resolution for approvalAs soon as we receive confirmation tomorrow you will be contacted right awayIf you have any questions or need anything in the meantime, please feel free to let us know

WORST CUSTOMER SERVICE!!!!!!!!! Purchased an Avantco glass door refrigerator It arrives appearing to be in standard condition new, but has turned out to be nothing but problems The condensor runs nonstop, the temperature fluctuates from to 55, which is way outside of the acceptable range, and the glass doors remain foggy with a constant flow of dripping condensation from the top of the fridgeWebstaurant sent out a tech, who said that this brand is horrid and nothing can be done to fix the fridge Webstaurant disregarded their tech and blamed it on shipping damages They refused to cover any potential repairs, even though the fridge is under warranty We tried to send it back and get a refund, but they would only offer 1/of the base purchase price to be used as a store credit It is a shame that companies with such bad morals and standards are still in business!

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Complaint: ***
I am rejecting this response because:
Regards,
*** *** I called to inquire about shipping only moments before I actually made the order. The person I spoke to made no attempts to tell me that if this machine was placed in the residence, the warranty would be voided. And she knew full well that was what I intended to do. It was her suggestion that I use a business address to get the free shipping. I made the call from ***. The disclaimer about voiding the warranty was not visible on my mobile device. I only learned about it after I communicated with your customer service team after the unit arrived. She told me that she was so sorry....that your web site was meant to be viewed on a regular computer and not a mobile device. I chose this particular ice machine because of the year full warranty and year compressor warranty. That's the reason I ordered THIS machine and not one from *** or *** ***. Because of your failure to tell me that I would not have this warranty, The very least you can do is pay for an extended warranty through *** ***. I have agreed to accept the 10% for the cosmetic damage to the machine, but this damage was not noted on the delivery ticket because the delivery people did not damage it. The box was undamaged and the plastic covering on the machine was likewise undamaged. This machine was packaged into it's box already damaged. Your customer service people told me that my warranty was voided and that's the reason you will not take it back. I found out from the manufacturer yesterday that statement is a lie. This machine is warranted for months residential use. So it WAS covered when I told you I wanted to return it. I had a service guy out last night. He found the problem with why it would not run. There was a pin hole leak in a solder joint, from the factory. He repaired it and it's working now. So I will keep the machine. But I do think the fair resolution to this issue is that you pay for my extended warranty. the cost of a year warranty is $

[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: ***
I am rejecting this response because: the damage is underneath the machine to which they have already admit in the photos In email they wrote me and I quote "they have confirmed that this damage appears to have been damaged in transit by being either dropped or struck in the rear causing the damage to the chemical hoses, drain valve and wash pump motor.said that the damage was a result of being dropped or hit with a forklift" and now they are blaming me for the condition in which it was delivered At the end of the day I have a unit that was delivered that does not work and is unable to be installed I paid for a new unit and I have a non working unit End of story This business has NO Integrity
Regards,
*** ***

The details provided on the website outline the information required to make an educated purchasing decision when ordering glasswareIt seems the customer did not review the details in full on the website prior to ordering which resulted in the incorrect glassware being purchasedIf the customer did review the item’s page and had remaining questions about the details outlined in the “Customer questions about this product” section, our Customer Solutions team would‘ve been able to provide the details necessary to ensure the correct glassware was purchasedIf returned, we will refund in full for the price of the glasses themselves, $41.99; we will not provide a full refund or cover return shipping on this orderThank you, Katie C*** Customer Solutions Team Leader

***, After reviewing your order and the communication with our Customer Solutions team, I’d like to pass along the resolution we have for you regarding the defect in the *** *** *** you purchased from our companyBefore getting into those details however, I’d like to express my
apologies for any inconvenience the issues with this item have caused you at your business and for your teamAmanda has sent you an email outlining the resolution we’ve provided for the defective unit*** *** has agreed to return the item for a full credit once the unit is inspected at their facilityThe credit will be $for the price of the unit and $for the shipping difference, for a total of $Again, I apologize for any inconvenience the issues with this unit caused at your locationWhile we would like to provide the resolution our customers desire in every situation, our business model may create limitations in the resolutions we’re able to provideBecause we offer our lowest pricing upfront, we have limited service on issues like warrantyWe do not want to add any additional stress for you as our customer, so if you find that our processes don’t align with the level of service you need for your business, we understand if you need to work with a distributor offering a higher level of serviceWe will monitor your return and as soon as the unit has been returned to *** *** and inspected, we will apply the refund back to your credit cardThank you, Katie C*** Customer Solutions Team Leader

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

While we can understand the customer's perspective and concerns, we did our best to inform them of their deliveries as noted belowPer our records on this order, the tracking email was sent on 10/20/at 4:PM ESTThe shipment notification email included the tracking information for the delivery with links directly to ***’s website with delivery estimatesOnce the automated email is generated, the account dashboard is also updated with the information that is emailedOn 10/24/our representative did send a follow up email from the conversation that took place the same day explaining the return process and fees associated with the returning shipmentWe do apologize that a mutual consensus was unable to be reached with the carrier to have the shipments redelivered to the locationAs the carrier stated that they refused to come back to the location due to prior incidents, the freight had to be returnedThis information was also included in our communication with the customer on 10/24/The products were returned to our Pennsylvania facility on 10/At this time no damage was present and the items were returned to stockThe refund was processed for the subtotal of the items ($94.08) less the restocking fee ($14.82) and the return shipping costs ($36.00). The total refund on this order back to the purchasing card was $on 10/27/

[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: ***
I accept the offer (pay 10% as restocking fee) but I want the money to be refunded as soon as I return the item.
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:Any web company that demands a customers bank statement, receives it and even then will not send product while putting holds on their credit card should not be selling products on the web PERIOD, FULL STOP, EXCLAMATION POINT Please put this comment in their record so that other customers may be warned and not also waste their time as I have.Sincerely,
*** ***

I apologize that you’ve experienced issues regarding your orderWhile it is never our intention to send out incorrect items, mistakes do sometimes occur and we are always willing to get the correct product sentIn this instance we were willing to send out the correct items, however it was
determined that the rest of the shipment was refused, so ultimately there was no need to reshipIt seems that the incorrect product was credited but the remaining items were lost in transit coming back to usAs this was due to the carriers error, we will credit for the rest of the orderThe refund should show up in 2-business daysAgain, we apologize for the inconvenience this has caused

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 endThe 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 forPlease let me know if you need any further informationSincerely,
Jasmine L***
Customer Solutions Team Leader
Webstaurant Store

Hello, Thank you for contacting usAfter reviewing this order I would like to provide some further clarification regarding the issues presentedThis order was delivered on We were contacted that day regarding shipping damages to the unit and were told that the damages were not
notated on the Proof of DeliveryWhen damages are not notated on this document we are unable to provide compensation for the damages as the freight was signed off as received in good conditionWe did need photos of the packaging of the unit but did not receive them until which was too late to add to the concealed damage claim as we only have five days to file that after deliveryWe did make an offer to credit the customer 20% of the unit cost for the damages along with a replacement grill but had not heard back from the customer regarding this On we were notified again that the unit had blown a fuse at the customer’s locationWe have provided the phone number for warranty claims and are waiting to hear back to see if they were able to get the issue resolved as this unit is under warranty As of the service company had yet to have anyone reach out to them regarding any warranty claimsThis unit is under a 1-year parts and labor warranty until 2.6.18, so we advise that the customer call them at *** to work towards a resolutionRegards, Dan C***

[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 ***, and would prefer to return the pot for a refund A pot that is over $should not warp during the first use and I do not want another one
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***