The WEBstaurant Store

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Complaint: ***
I am rejecting this response because: the product is not the size as advertised. If measurement error/tolerance is expected, then it should be stated. I purchased the product believing the size to be accurate, when in fact it is a bit smaller. What I use it for is up to me. If I damaged the product due to misuse, then I have nothing to say. But to claim your product to be a certain size, when it isn't, and wanting to tack on a 20% restocking fee for return is unjust. Bottom line, the product is not 14.25"
Regards,
*** ***

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Revdex.com:This is the worst company everI have waited two and a half months for this item and they would rather refund my money then to credit me money for the inconvenience of the length of time they have had me to wait plus, I still have to wait more days for my refund I would make sure I tell people who I know that this company doesn't care about their customer they only care about the money and not about customer service
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi There,
When someone checks out from our web site, and their order
is shipping via common carrier, they will automatically be routed to a page
during our check out that explains fully about the delivery processWe let the
customer
know that if any item is damaged during the transit, “they MUST:
-
Note
it clearly on the delivery receipt before signing (ie - "missing
pieces", "holes in packaging", "multiple dents on
table", etc)
-
Keep
your copy of the delivery receipt
-
Contact
us within business day
-
Keep
the damaged packing materials for inspection
-
Take
pictures of the damaged items and packaging
We also state right
below this, “If part or all of your
shipment is damaged and you did not note this in any way on the delivery
receipt, we CANNOT guarantee any compensation for damages“ (See
Attachment 1)
We have this information listed under our Policies, (Attachment
2), and email the customer after their order has shipped out so they are fully
aware that common carrier deliveries are much different than ground deliveries
(Attachment 3)
Timeline of
Events:
We always want our customers to leave happy and will do
everything we can to ensure that this happensWe unfortunately cannot take
care of any damage or order problem without being notified in a timely manner
-The first time that we were notified about this order being
damaged was on: 5-18-
Posted by:eb***On:05/18/@ 04:14PM
customer said this was damaged in transit, said
that he "told the company" but wouldn't verify whether or not he
signed for damages on PODSaid that he didn't knowat first he said it was
left there without a signature, later said that someone else had signed for it
but it wasn't himsent customer an email asking for pics and POD to see if
claim is still possible
We received the pictures (Attachment 4) and checked with our
Traffic department who also confirmed that since a month had went by we weren’t
able to move forward the way that we normally do with a claim
Posted by:nm***On:05/19/@ 10:48AM
Delivered 4/and POD isn't notedWay too long
to file a claimPOD is signed by ** ***
The customer wrote us this email after we had informed him
that we unfortunately could not reship a new unit or refund him in full because
we no longer were able to file a claim with the carrierHe then wrote us this
email:
On
May 19, 2:pm, *** *** wrote:
This is
bad service
this was
reported to trucking co right away
i
almost spend more from last month with your company
because of
bad service I just cancel $order with you
I have
plan to upgrade almost $cooking equipment but I will buy some where us
thanks for
bad service
After reading his email, I did have my Traffic department
contact the carrier, as I wanted to check and see if they had it documented
about the customer contacting them to report the damageThey did confirm
yesterday that the carrier does have the customer’s call documentedWith that
said, it would not change that the order was not inspected at the time of
deliveryTo the carrier this would still be considered a “Concealed Claim”
Since we received this information yesterday, we have
filed a claim on behalf of the customer for compensation(Attachment 5)
Main Key Points:
-The customer did NOT contact us after they received the
order damagedThey contacted the carrier and then contacted us almost an
entire month later
-Despite the multiple instructions, the customer did NOT
inspect their order at the time of delivery
-We have reached out to the customer asking how extensive
the damage to the unit is, if replacement parts could be ordered to fix the
problem, if the unit still functions, if they have pictures of the packaging
The customer has not provided us any answers as of yet.
-The customer is requesting a full refund or to return the
item back to usSince the POD was not noted, the refund amount will be
determined by the investigation completed by the carrierOnce the claim is
completed, the settled reimbursement amount is then credited back to the
customerThe customer cannot return the item, as we also state directly on
our web site that we can ONLY accept returns when the items are new, unused and
in the original packaging
The resolution we are offering the customer: When we
have a damaged order that is NOT noted on the Proof of Delivery with a common
carrier, we (or the customer) files a claim directly with the carrier in order
to start the investigation and request compensation
We do feel that we have done everything we could in order to
educate the customer on what steps to take if they have a damaged item, so we
can guarantee their preferred resolutionWe inspect our orders before they
ship out from the warehouse, and ask that our customers fulfill their responsibility
by inspecting the unit at the time that it is delivered
If the customer had signed the Proof of Delivery and noted
the damage, we would immediately have been able to reship a brand new unit, or
refund the customer in fullWhen the Proof of Delivery is noted, we still file
a claim as we would if it was not notedThe big difference when the damage is
noted, the carrier guarantees compensationIf an order is not inspected
and signed for at the time of delivery, neither we nor the carrier can prove
that the damage happened before or after signing the delivery receiptThe
delivery receipt is a signed legal document showing that the order was
delivered and free from damage
We have filed a claim on behalf of the customer and have
requested the full amount to be compensated by the carrierAn investigation
will be started and if the carrier accepts responsibility for the damage,
whatever amount they reimburse us, we turn that directly over to the customer
and refund that amount straight to them We feel that this is a fair resolution that
should at least be allowed to play outWe trust that the carrier does a full
investigation and treats every case unbiased based on their experience and the
evidence provided by the customerThank you and if you have any questions or concerns, please feel free to let me know

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Complaint: ***
I am rejecting this response because: the business clearly states on the product page that the glasses I purchased hold oz, but, in fact, they only hold ozThere was nothing on the product description that says otherwiseThe seller does not dispute those factsThus, the seller is guilty of advertising
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: The company will not refund my purchase price, after selling a hazardous item.I sent it back and they are saying it was usedIt only got turned on for health inspector approval
Regards,
*** ***

To whom it may concern:
I reached out to the customer via email
regarding the problem she
is having with the *** Kegerator she purchsed from us on 5/9/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 regulatorWe entered a replacement order for a new regulator which
should ship within the next business day to the customerI have been in
communication with the customer, and we are hoping that the replacement
regulator fixes the problemI 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

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Complaint: ***
I am rejecting this response because:Once again, the business response does not recognize my core complaint -- namely that the unit is advertised to work at low temp (degrees), but it does not work effectively at that temperatureHere is an email from customer service at Webstaurant that acknowledges that the temp really needs to be higher (degrees) to work effectivelyIn short, Webstaurant lists the unit as working at a temp their own customer service department acknowledges is too lowThat deceptive advertising led me to purchase / install / test / uninstall the unitWebstaurant has refused to do anything to address my core complaint of deceptive advertising.=========Hello ***,I apologize for the delay in getting back to youI had forwarded your response to our product experts for further assistanceWhat they have stated is that we list in the manual, and a lot of other manufacturers list degrees as the minimum required temperature. That’s simply the minimum temperature that NSF demands by law for low temperature units to be qualified to pass inspection. But that’s merely the minimum/low end temperature level. The warmer the water, the faster and easier the cleaning isIf you are serving a great deal of meat at this location, animal fat and residue doesn’t begin to breakdown until about 130-degrees. So for your application, the water level will need to be higher than what you had stated in order to work effectively. Regards,
*** ***

In the rare occasion that the carriers that we use do not deliver a package correctly, our priority is to try to find the shipment and work with the carrier to have it delivered as soon as possibleIn this case we contacted the carrier as soon as we were informed by the customer they did not
receive the package when it was noted as deliveredWe note in our policies that this process can take 3-business days.Even with the New Yeas holiday in the middle of this process, we were able to conclude this process with the carrier today, on the 4th business dayThey deemed the package lost so a reshipment was created, per the customer's requestThe order number *** was created and as with all of our reshipments, was escalated in our warehouseIt is currently being packaged in our Pennsylvania location and tracking information will be emailed to the customer as soon as it is shipped

Good morning,
We take quality control very seriously, especially for products that are private labeled for our company such as this oneAfter receiving a description of the problem and photos from the
customer, our Customer Solutions Specialist, Chris, contacted our Corporate Chef and Product Expert, Matt, for feedback regarding the issueAfter investigating the situation, Matt emphasized the importance of drying the sink each night and not using harsh chemicals to clean itRust and corrosion may occur if the sink is not cared for properly, and the only times we have seen these problems in the past have been a result of the end user not maintaining the equipment properlyThe customer insists that the sink is being used only with water and Dawn dish soap and that it's being dried with a soft towel each nightWhile we are unable to confirm completely that the problem is the result of a manufacturer defect, we have decided to make an exception and offer the customer $in store credit to put toward a new sink from our companyAfter presenting this solution to the customer, we received an email that stated:
Dear Chris,
This sounds reasonable to usI'd only like to trouble you for one more thing- can you recommend another brand of sink that will last us 15-years? We will pay the difference and considered this matter closedSincerely,
*** ***
Please let me know if you have any additional questions or need anything clarifiedThank you,
Jasmine L***
Customer Solutions Team Leader
Webstaurant Store

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Complaint: ***
I am rejecting this response because:
It is not a warranty issue where the product came in working conditions and stopped or failed to work and was put under warranty, whose procedures I would otherwise have to and would followThe piece bought WAS NOT in working conditions from the STARTAlso, I don't understand why - as a customer - I would have to deal with the manufacturer when I bought the product directly from my supplierI frankly do not know how can a company stand behind this particular product in the way showed by several pictures provided and submitted for reviewAs a customer, I would be more than willing to work with my vendors & suppliers as issue arise, but I can't accept any "middle" ground solutions where the product is clearly not functional as it is supposed toI also and still dont understand why I have been dealing with this for over three weeks and spent all this timeLastly, it sounds from the response that - in the event of accepting the dollars credit to buy a temp unit, I would need to pay for shipping chargesIf that were the case, I would not consider this as a fair offerWhy would I have to pay anything for something I purchased brand new that supposes to be in working conditions
Regards,
*** ***

Hello,The customer's dates listed in the complaint do confirm the instances he reached out to our company regarding the standard return of two polyester shower curtains ordered incorrectlyBecause this item shipped directly from the manufacturer, we are required to reach out to the manufacturer to
set up a returnWe were able to confirm the return information today and have provided the customer with this information via emailAt this time, the customer has agreed to a restocking fee of 20% as initially requested due to a packing slip included in the package when it arrived to the shipping addressThis resulted in a reduction in restocking fee which was originally set at 30%.Once the items are returned to the manufacturer and are processed as a standard return, our company will receive credit and we will pass the credit along to the customer for the incorrect items ordered.Thank you,Katie C***Customer Solutions Team Leader

Hello ***, You are more than welcome for looking into the issue further. Any time there are issues, we do our best to evaluate the situation fully and if we are at fault, we will absolutely resolve in any way possible. We do see that you placed a new order and, as such, one of my representatives lowered the restocking charge to 10% as promisedOur company began as a startup as well, so we empathize with the struggles that come with the venture. Startups actually make up a large percentage of our customer base since we offer the lowest wholesale prices, so we are the most affordable for those with tight budgets. However, each individual business is different with unique needs, so if our practices do not work for you, then we do understand this. Below is the message that our representative sent earlier today when lowering the restocking charge to further explain this: The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customersWhen you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher pricesThere are a lot of costs associated with processing an order, as well as returning an orderMost companies do build it into their initial pricing, but we try to charge it only when it is neededWe certainly understand that sometimes mistakes are made and we do our best to work with you in those situations, but we also understand that this business model may not work for all companiesI do also want to clarify that the refund was not issued yet as the items were not received and inspected in our warehouse I checked the status of the return labels sent and it shows that the items were not given to a FedEx facility to be returned quite yet. The fastest way to receive the refund of now $is to ship the pans back at your earliest convenience. We will provide an email confirmation once the credit is issuedSincerely, Kaitlin W*** Customer Solutions Team Leader

While we understand that the customer has had several issues with this unit, we have been more than happy to assist them as provided in the warrantyThis unit, the *** ***, has a year parts and labor warrantySince the unit is still under warranty we are continuing to assist the customer
under that warrantyA service call has been set up with a local technicianThe service company that will be providing this service is *** *** ***, phone number ###-###-####. We understand that this customer is no longer in business and is looking to be able to resell this unitWe will continue to work with them and the local service agent to get this unit in working order as soon as possibleThe warranty does not offer a refund for defective products

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am disappointed the business would not respond to me prior to contacting your agency and hope they have indeed sent the replacement item, as I have not received a tracking number I will inform you if I do not receive the item and need further assistance
Regards,
*** ***

Hello, The blender purchased on this order, *** *** Speed Commercial Bar Blender - oz., will not work when used with frozen fruitWe do recommend on our website to thaw the frozen fruit before blending itThis information is provided in the description on our website because it’s not
included in the manual as the customer mentionedOur priority is to ensure items are advertised correctly so they will work as intendedBecause the blender is working as advertised, we are unable to return it to our warehouse for a refundThank you, Katie C***Customer Solutions Team Leader

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Complaint: ***
I am rejecting this response because: Any business can you that excuse of "Savings" to make it easy to past any and all responsibility to the customerAny company can sell a customer junk and they would not know it until they use the product with this kind of policy.
Regards,
*** ***

We reached out to the customer on two separate occasions stating that we were interested in working with him to help him get a working unitSince the unit was overloaded resulting in it not working, we suggested that we would help with some of the costs associated with getting the unit working againIn our correspondence we asked if the customer could get a technician to come out and provide a quote to let us know what replacement parts were needed and the cost for those parts, that we would review the quote and look into how we could assist in covering the cost of the parts for the customerWe in no way meant to be unclear in our resolution and will reach out to the customer to clarify

Hello,After reviewing this order it appears that we have issued a store credit in the amount of $for the damaged shelving that was receivedWhile it is never our intention for customers to receive damaged merchandise, sometimes damages can occur in transitSince we were contacted within
business days we were able to provide a credit or reshipment as requestedI sincerely apologize for the way that these items were received and am glad that we were able to come to a resolution. Regards,Dan C***

This customer called in to let us know the shipping box for her shipment arrived damagedIn speaking with one of our representatives, she asked the customer to open the box to confirm if the item inside was actually damaged in any wayThe customer said that since the box was damaged she did not
want the item even if it was in good conditionIf the item itself is damaged in any way, we would certainly refund the customer in fullWe cannot refund in full if just a shipping box is damaged in transit but the item is intactThe packaging we use is designed to protect an item from typical shipping wear and tearIt is not uncommon for a shipping box to arrive with signs of wear and tearIt is also not uncommon for the shipping company to retape a box if the tape starts to come apart and deemed necessaryA return authorization was set up and sent to the customer if they wish to return the itemIf the item is not damaged, there would be standard industry restocking fees that would applyWe are reaching back out to this customer to clarify

We do apologize that the customer’s shipment was unable to be delivered and resulted in a returnAs an online supplier, we must rely on 3rd party carriers to deliver all of our ordersTo serve our customers in the best way, we do include all order tracking and information in their account
dashboardsAlso at the time of shipment, the tracking information is sent to the customer via emailOn 10/24/we received a call from the delivery company, ***, stating that they would not deliver the shipment to the customer due to a hostile situation and that this shipment will be returned to our facilityAt this time we reached out to the customer to clarify what may have happened at the time of delivery so that we could assess the situation from all sidesUpon contact with the customer on 10/24/2017, our representative did inform the customer that this would be processed as a standard return as the items were unable to be deliveredWe were not made aware of any damages to the shipment or to the packaging while we were in contact with the customerOur customer's are our top priority and we apologize if the customer felt that our representative had better things to do at the time when we had contacted the customer. *** will no longer deliver to this addressTo service both the carrier and the customer we have removed this carrier as an option for shipping on all future orders for this customerThe return was completed as a standard return and the items were all free of damaged and able to be returned to stockIn the event of damages, a restocking fee would not be deducted