The WEBstaurant Store

To whom it may concern,The item our customer purchased is covered by a month
replacement warranty and this information is available to view on the
items
pageThis warranty has not changed since this item has been available
(See ***)
Because the item was purchased on July 15th,
and we were notified of an issue on March 3rd, we won’t be
replacing the item because the item is outside of the warranty coverageWe are unable to confirm a conversation that happened in
July of about this item and the claim that this would be covered 'a year
down the line'However, what can be referenced is the warranty which was
available when viewing this item at the time of purchase

[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:
Regards,
** ***

Hi There,
We are sorry to hear of this unfortunate circumstance and do
want to help ensure our customers receive what they needA problem that can
occur, as in this instance, is if an item has been mistakenly ordered, and is used, it
can no longer be
resold as new to another customerThe item was shipped directly from Beverage Air, who determined that this order could not be returnedOur
Customer Solutions Specialist, Shane, spoke with the customer on 7-1-15; the
chat transcript is shown below for reference
Per the customer’s request, we contacted Beverage Air more than once to
see if there was anything further that could be done outside of the
proceduresWe asked if there was any way they could accept it back as a return,
and also checked to see if the unit’s temperature range could be adjusted so
that they could use it as a refrigerator and not solely as a glass froster
Beverage Air stated they would not accept the order back as a return because
the order had been technically used and no longer was new or in the original packagingThey
also confirmed that the temperature range was only able to be set at the -
degree range and that it could not be altered or adjusted and used as
refrigerator
We do encourage customers to contact us via email, use our
Live Chat, or to call us directly if they have questions in regards to a
potential purchaseThere are numerous places within our web site where
customers can find our contact information, and if any customer asks to speak
to us on the phone, we are more than willing to do so if they preferThe item details
describe the unit to be used for specifically frosting mugs or plates; that it
will maintain a temperature of -degrees, and is listed under the category of
“Glass Chillers and Frosters”
***
We have offered to make an exception for the glass chiller unit to be returned
back to usSince it can no longer be sold as new, we would
resell on our “Scratch and Dent” Outlet store, on behalf of the customerWe would
charge a reduced fee of 10% (a standard return restocking fee would be 20%), for
the labor/listing/processingOnce the transaction is completed the sold amount would be refunded back to the
customer directlyWe suggested that selling locally may be something to
consider, but if that wasn’t a feasible option, we would help facilitate
another avenue for the customer to recover funds for their item
Chat Transcript
Visitor: *** ***
Operator: Shane
Company: webstaurant
Started: 1-Jul-
4:17:PM
Finished: 1-Jul-
5:51:PM
4:17:PM: * Welcome *** ***! Your request has been directed to our
Customer Solutions departmentPlease wait for a team member to answer your
call
4:17:PM: * Call accepted by operator ShaneCurrently in room: Shane, Emad
Antoun
4:17:PM: Shane: Hi this is Shane, how can I help you?
4:17:PM: *** ***: hi
4:18:PM: *** ***: I bought a fridge from your store lasr week and it
turns out to be freezerwebsite description isn't clearorder no is ***
4:19:PM: Shane: Let me check this for you
4:21:PM: Shane: This unit is a glass frosterHow is this unit being used?
4:21:PM: *** ***: to chill beers at the barits listed under chillers
category
4:22:PM: Shane: Are you inserting the beer inside the unit or just the
glasses?
4:23:PM: *** ***: just glasses
4:23:PM: *** ***: I mean beer bottles but its freezing the bottles
4:24:PM: Shane: Is the beer inside the bottles or empty bottles?
4:24:PM: *** ***: yes there's beer inside the bottles
4:29:PM: Shane: This unit is a Glass Froster, not a cooler or merchandiser
The temp range is -F so it would bust bottles of beerThis unit, you would
insert glasses to frost and then insert the beer into the glasses
4:31:PM: *** ***: I thought it was a coolerlisting both of them under
the same category was confusingI want to exchange it with a cooler please
4:35:PM: Shane: Because the unit has been used, I am not able to set up
return for the unitWe are not able to set up exchanges and can REQUEST
returns back to the manufacturer, but they require for the item to be unused
and in the original packaging, I do apologizeI could only recommend to maybe
attempt to sell the unit locallyThe listing of what was ordered and specs are
correct on our site. This would be a
similar item that you would need, it holds 32-degrees F*
4:36:PM: *** ***: I didn't use itit just froze the bottles so i
stopped it right away
4:38:PM: Shane: Well the unit has been plugged in for usage already so the
manufacturer cannot restock and sell it as a new itemI can contact Beverage
Air and see if maybe there is a setting or if it can be changed but I know it
would not be able to be returned back
4:41:PM: *** ***: please doI don't want this itemi'm sorry I don't
mean to be annoying but if we can't reach an agreement i'll report this to Revdex.com
I buy a lot of stuff from you for my business and this is not the kind of
treatment i'm expecting
4:43:PM: Shane: I will check to see what I can do for youI do wish to help
but I am sorry if I am misunderstanding why this would be reported to the Revdex.com?
I do understand this is not what you are needing and I will check into seeing
what I can do, but the listing, details, and specs of the item are correctly
listed on the websiteBeverage Air will not stock the item back, because they
would not be able to sell it as new
4:44:PM: Shane: I do hope to find a resolution that works for you but cannot
guaranteeI am sending a message to our Beverage Air representative now on
thisIt is almost 5pm EST so I know I will not get a response until tomorrow
most likelyAs soon as I do, I will update you ASAP via email at
***@***.com
4:45:PM: *** ***: I bought it from you not beverage air and i'm
expecting you to do something about itI'm willing to pay a restocking fee
4:48:PM: Shane: I am looking into all possible options for youDo you have
the original packaging? I will ask them if a return can be set up but cannot
guaranteeWe do not stock this item, so the manufacturer will need to confirm
a returnWe cannot sell the item as new so I will see if any exceptions can be
made
4:50:PM: *** ***: ok please see what can be done about itNo
unfortunately I didn't keep the boxI didn't expect this to happen at allI
buy a lot of stuff from you and never had any problem
4:53:PM: Shane: Okay, I will check into this for youI will update you as
soon as I have the information for you
4:53:PM: *** ***: are you going to email me?
4:54:PM: Shane: Correct, as soon as I have an updateIt will not be today
so most likely tomorrow
4:54:PM: *** ***: thanks
4:54:PM: Shane: You're welcomeI will be in touch soon
4:55:PM: *** ***: okThanks
4:55:PM: * *** *** is now off-line and may not replyCurrently in room:
Shane
5:46:PM: * Shane has left the conversationCurrently in room: room is empty
Visitor Details
---------------
Your Name: *** ***
qxref: ***
qxusr: ***
IP Address: ***
*** *** *** ** *** *** *** *** *** *** *** ***
This transcript email message was automatically generated by
***.com

To whom it may concern,We provide extensive product information and descriptions on all of the items that we sell so that an educated purchase can be madeWe will be looking into the description of this particular item further in order to determine the accuracyWe will also be in touch with our
customer directly in order to resolve the situation

[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:
Regards,
*** ***
The blender is not working as I told you in the complaint the motor is just running when you turn it on even with just plain fruit in itSo what do I do now if it can't be fixed or returned

[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: ***
I am rejecting this response because:
That is a blatant lieThey never offered to pay for the parts or cover the repairThey told me I had to pay for everything, they just wanted me to buy the parts from them, I told them I would not give them my money ever againIf they want to cover all costs for the repair and parts then I will gladly get a technician to send them a quote and they can send me the parts for free, and pay for the labor, alsoI have emails from them stating they wont do this, but since their reply to you guys says otherwise, I'll gladly take them up on their offer
Regards,
*** ***

Hi There,
The customer received item: *** ***-*** 72" Glass Door
Back Bar Cooler - Stainless Steel Top and LED Lighting(***)on 5-and contacted us for the first time on 5-22, stating that it was not cooling properlyThe Customer Solutions Specialist that spoke to the customer guided them to call the warranty phone numberThis is the same information that is listed on item details page (the web page that the customer purchased from):https://www.webstaurantstore.com/showprod.***
https://www.webstaurantstore.com/documents/pdf/warranty/avantcorefrigeration_war...⇄ /> The Warranty information states:
For Warranty Inquiries or Service, First Locate:
?
The model number (located on the front of the unit, or inside the door jamb)
?
The bold number on the service plate (located on the front of the unit)Next, call ###-###-####You must have the model number and service plate number when contacting service
techniciansFrom here, the customer contacted the warranty Service and Parts department, stating that the unit was not cooling (did not tell a specific temperature range)Service agents were sent to inspect and diagnose the unitYes, the service technicians failed to call before going to the customer's location, but they did go during the time that the customer did specify
The service company diagnosed and invoiced us stating:
“Checked operation of unitCompressor cuts in at and cuts
out at Condenser is clean, no signs of malfunctioning”
The customer contacted us on 5-with the update that the unit was still not coolingSince the customer had problems and disliked the original service technicians, our service and parts department decided to send out a different company
The customer contacted us on 6-and said they had not been contacted by any service technician yet about an appointmentThe Customer Service Representative that spoke to the customer contacted our Service and Parts department so they could follow up with the service technicians and the requested new service appointmentThe new service order was neither accepted nor rejected with the new service company, and unfortunately no calls were ever returned by the company
We re-dispatched out the original service company and reiterated that they call the customer before going out to their location for the service appointment
At this juncture we are currently waiting for the new diagnosis and inspectionSince the unit did previously check out to be working correctly during the first inspection, it is procedure for the unit to be re-evaluated based on the customer saying that the temperature is not falling below degrees at allIt is in question if the unit is performing the way that it is supposed to, if it is truly defective, or if it just simply does not work the way that the customer had hoped
In any situation where the unit is deemed defective after inspection, our company will refund or reship the customer a new replacement under the warrantyWe are required to follow the proper steps and exclude that the high temperature is not being caused by changing a setting, replacing a part, user error, or a number of other external factorsOur intentions are not to cause additional inconvenience to the customer, but we do feel it is common practice for any company to have units inspected prior to reshipping or refunding without knowing what is wrong or defective about them
Thank you and please feel free to let me know if you have any questions

The transit times shown on the transit maps are estimations, it is possible that shipments can take longer than anticipated, especially during the holiday season due to closuresWe were originally contacted by the customer on 12/Upon contact, we immediately contacted the carrier (***) expressing
the urgent need of the prep table to be deliveredThey advised that the soonest they would be able to deliver would be Tuesday (12/5) or the customer could pick up the unit at the local terminal in order to have it in their possession a day earlierThe unit was delivered on Tuesday (12/5) and because of the shipping delays, we have provided a store credit in the amount of $for the inconvenience

Hello
***,
I
recently received your communication with the Revdex.com and wanted
to take some time to reach out
First
and foremost, I wanted to apologize for the situation you encountered with your
damaged packages. While we attempt to have every delivery go
smoothly,
sometimes things outside our control can creep in and effect shipment
Knowing
Kaitie personally, I know that she strives to provide the best possible service
and solutions for each and every situation she encountersWith that in mind, I
was especially troubled to read that you never received a response from Kaitie,
as this is very unlike her
To
that extent, I was able to locate an email that was sent to you on 7/16/at
11:04AM to further clarify the situation. In that email, Kaitie
referenced all the points where we could have been made aware that there was a
nedate for the products, while also noting that you’re replacement items
had already processed and shipped, thus preventing us from changing the
shipping method. If you never received that email, I do apologize and
would be happy to resend it your way
With
all of that said, I have had $in store credit added to your account as a
token of our regret for the frustration you encountered. The credit will
never expire and can be used to purchase anything on our Website
Should
you like to discuss this situation further please do not hesitate to give me a
call directly at ###-###-#### at a time that is convenient for you
Thank
you again for bringing your situation to our attention. It’s only with
valued feedback like yours that we can continue to evaluate and improve the
service we provide
Sincerely,Eric L***Customer Solutions Team LeadWEBstaurantSTORE

Hello,I apologize for the inconvenience that you've experienced with this orderAfter taking a look at your order I reached out to the manufacturer once more to see if they were willing to further assistIt seemed like there was a communication error on their end after viewing the photosThe
manufacturer informed me today that they are going to ship you a replacement pan at no cost to youWe have sent you an email with that information, but you will be receiving that tracking by This will also have a prepaid shipping label to send the defective pot back to the manufacturerAgain, I apologize for the inconvenience that you've experienced and I look forward to your response. Regards,Dan C***

Hello
***,
"line-height:115%,"sans-serif"">I
recently received your communication with the Revdex.com and wanted
to take some time to reach out
First
and foremost, I wanted to apologize for the situation you encountered with your
damaged packages. While we attempt to have every delivery go smoothly,
sometimes things outside our control can creep in and effect shipment
Knowing
Kaitie personally, I know that she strives to provide the best possible service
and solutions for each and every situation she encountersWith that in mind, I
was especially troubled to read that you never received a response from Kaitie,
as this is very unlike her
To
that extent, I was able to locate an email that was sent to you on 7/16/at
11:04AM to further clarify the situation. In that email, Kaitie
referenced all the points where we could have been made aware that there was a
nedate for the products, while also noting that you’re replacement items
had already processed and shipped, thus preventing us from changing the
shipping method. If you never received that email, I do apologize and
would be happy to resend it your way
With
all of that said, I have had $in store credit added to your account as a
token of our regret for the frustration you encountered. The credit will
never expire and can be used to purchase anything on our Website
Should
you like to discuss this situation further please do not hesitate to give me a
call directly at ###-###-#### at a time that is convenient for you
Thank
you again for bringing your situation to our attention. It’s only with
valued feedback like yours that we can continue to evaluate and improve the
service we provide
Sincerely,
Eric L***
Customer Solutions Team Lead
WEBstaurantSTORE

I would like to cancel thisThank you

We sincerely apologize that our customer received a *** *** *** *** oven with transit damageWe do ask that all of our customers fully inspect shipments upon delivery, even if there is not damage to the exterior of the packaging, it is imperative that they open the
packaging and note any signs of damage on the proof of deliveryWe have offered the customer a 15% discount on the unit as well as paying for a technician to come out to inspect the unitAs a one-time exception, we would be willing to have the current unit returned to us and send a new one to the customerIn order to do this, we need confirmation that the unit has never been usedIf the unit has been used, we would not be able to accept it back to our warehouseThe customer would also be responsible for re-packaging the unit and securing it to a pallet so we would be able to schedule a pick upOnce the piwould occur, we would be able to reship a new unitIf the customer would like to further discuss this option, I would encourage them to reach out to us at *** so we can begin to take the next steps

The customer let us know the mixer was not working correctlyHe stated he was mixing quarts of butter in it at one timeAfter talking with the customer about his usage and reviewing the videos he sent of the mixer, we discussed with our products departmentIt was determined that the mixer was
being overloaded and therefore caused it to stop workingThe manual does provide maximum capacities of products that can be mixed in the mixerThe maximum capacity for butter is not listed due to this mixer not being intended for mixing butterThe highest maximum weight capacity we list for this mixer is poundsIf mixing quarts of butter at one time, that would be approximately pounds of butter at one timeWe are reaching out to the customer to further discuss

Hello, We were first contacted on requesting to return this quart stock pot because it did not hold quarts, but rather We then requested photos or a video showing how much liquid this pot can hold, which the customer was able to provideIt appears that it may have taken about
hours for the videos to send and be received on our end, which is the reason for the delayAfter reviewing the video we determined that, while this is a nominal measurement and likely will not hold the full quarts, we would be willing to return the product and issue a full refund in the form of store credit so that the customer can order a larger pot. Regards

Uncaring customer service doesn't seem oriented towards keeping their customers coming back I ordered a disposable cup that was pictured in the item's description with a lid, but the item came without lids I found out they sell the lids separately I asked them to please help me out, since the photo is misleading, and they refused, so I had to pay an arm and a leg for the lids because their shipping costs are so high If they would only have done SOMETHING, at least mentioning that they're sorry it was confusing that the item was displayed with a lid, it would have been better, but they wouldn't even give me that

Im not finding a review spot, which is not very surprising I returned an item and a month and a half later still have not received a refund I have sent emails with Alex A*** who continues to tell me that he will "Process the refund today" but still nothing He assured me today that it would be done, but has offered no reason, explanation, or compensation for the delay and the inconvenience to me I was told that they would do nothing Very disappointed

Hello, The blender was used initially with frozen fruit which will cause the motor’s strength to diminish after a few usesAs outlined on our website, blending frozen fruit may damage the blender and void the warrantyThe warranty has been voided for this unit so we are unable to set up a return under warrantyAt this time, purchasing another blender and allowing frozen fruit to thaw before blending would be the best course of actionThank you,Katie C***Customer Solutions Team Leader

Hi There,
We are sorry to hear of this unfortunate circumstance and do
want to help ensure our customers receive what they needA problem that can
occur, as in this instance, is if an item has been mistakenly ordered, and is used, it can no longer be
resold as new to another customerThe
item was shipped directly from Beverage Air, who determined that this order could not be returnedOur
Customer Solutions Specialist, Shane, spoke with the customer on 7-1-15; the
chat transcript is shown below for reference
Per the customer’s request, we contacted Beverage Air more than once to
see if there was anything further that could be done outside of the
proceduresWe asked if there was any way they could accept it back as a return,
and also checked to see if the unit’s temperature range could be adjusted so
that they could use it as a refrigerator and not solely as a glass froster
Beverage Air stated they would not accept the order back as a return because
the order had been technically used and no longer was new or in the original packagingThey
also confirmed that the temperature range was only able to be set at the -
degree range and that it could not be altered or adjusted and used as
refrigerator
We do encourage customers to contact us via email, use our
Live Chat, or to call us directly if they have questions in regards to a
potential purchaseThere are numerous places within our web site where
customers can find our contact information, and if any customer asks to speak
to us on the phone, we are more than willing to do so if they preferThe item details
describe the unit to be used for specifically frosting mugs or plates; that it
will maintain a temperature of -degrees, and is listed under the category of
“Glass Chillers and Frosters”
***
We have offered to make an exception for the glass chiller unit to be returned
back to usSince it can no longer be sold as new, we would
resell on our “Scratch and Dent” Outlet store, on behalf of the customerWe would
charge a reduced fee of 10% (a standard return restocking fee would be 20%), for
the labor/listing/processingOnce the transaction is completed the sold amount would be refunded back to the
customer directlyWe suggested that selling locally may be something to
consider, but if that wasn’t a feasible option, we would help facilitate
another avenue for the customer to recover funds for their item
Chat Transcript
Visitor: *** ***
Operator: Shane
Company: webstaurant
Started: 1-Jul-
4:17:PM
Finished: 1-Jul-
5:51:PM
4:17:PM: * Welcome *** ***! Your request has been directed to our
Customer Solutions departmentPlease wait for a team member to answer your
call
4:17:PM: * Call accepted by operator ShaneCurrently in room: Shane, Emad
Antoun
4:17:PM: Shane: Hi this is Shane, how can I help you?
4:17:PM: *** ***: hi
4:18:PM: *** ***: I bought a fridge from your store lasr week and it
turns out to be freezerwebsite description isn't clearorder no is ***
4:19:PM: Shane: Let me check this for you
4:21:PM: Shane: This unit is a glass frosterHow is this unit being used?
4:21:PM: *** ***: to chill beers at the barits listed under chillers
category
4:22:PM: Shane: Are you inserting the beer inside the unit or just the
glasses?
4:23:PM: *** ***: just glasses
4:23:PM: *** ***: I mean beer bottles but its freezing the bottles
4:24:PM: Shane: Is the beer inside the bottles or empty bottles?
4:24:PM: *** ***: yes there's beer inside the bottles
4:29:PM: Shane: This unit is a Glass Froster, not a cooler or merchandiser
The temp range is -F so it would bust bottles of beerThis unit, you would
insert glasses to frost and then insert the beer into the glasses
4:31:PM: *** ***: I thought it was a coolerlisting both of them under
the same category was confusingI want to exchange it with a cooler please
4:35:PM: Shane: Because the unit has been used, I am not able to set up
return for the unitWe are not able to set up exchanges and can REQUEST
returns back to the manufacturer, but they require for the item to be unused
and in the original packaging, I do apologizeI could only recommend to maybe
attempt to sell the unit locallyThe listing of what was ordered and specs are
correct on our site. This would be a
similar item that you would need, it holds 32-degrees F*
4:36:PM: *** ***: I didn't use itit just froze the bottles so i
stopped it right away
4:38:PM: Shane: Well the unit has been plugged in for usage already so the
manufacturer cannot restock and sell it as a new itemI can contact Beverage
Air and see if maybe there is a setting or if it can be changed but I know it
would not be able to be returned back
4:41:PM: *** ***: please doI don't want this itemi'm sorry I don't
mean to be annoying but if we can't reach an agreement i'll report this to Revdex.com
I buy a lot of stuff from you for my business and this is not the kind of
treatment i'm expecting
4:43:PM: Shane: I will check to see what I can do for youI do wish to help
but I am sorry if I am misunderstanding why this would be reported to the Revdex.com?
I do understand this is not what you are needing and I will check into seeing
what I can do, but the listing, details, and specs of the item are correctly
listed on the websiteBeverage Air will not stock the item back, because they
would not be able to sell it as new
4:44:PM: Shane: I do hope to find a resolution that works for you but cannot
guaranteeI am sending a message to our Beverage Air representative now on
thisIt is almost 5pm EST so I know I will not get a response until tomorrow
most likelyAs soon as I do, I will update you ASAP via email at
***@***.com
4:45:PM: *** ***: I bought it from you not beverage air and i'm
expecting you to do something about itI'm willing to pay a restocking fee
4:48:PM: Shane: I am looking into all possible options for youDo you have
the original packaging? I will ask them if a return can be set up but cannot
guaranteeWe do not stock this item, so the manufacturer will need to confirm
a returnWe cannot sell the item as new so I will see if any exceptions can be
made
4:50:PM: *** ***: ok please see what can be done about itNo
unfortunately I didn't keep the boxI didn't expect this to happen at allI
buy a lot of stuff from you and never had any problem
4:53:PM: Shane: Okay, I will check into this for youI will update you as
soon as I have the information for you
4:53:PM: *** ***: are you going to email me?
4:54:PM: Shane: Correct, as soon as I have an updateIt will not be today
so most likely tomorrow
4:54:PM: *** ***: thanks
4:54:PM: Shane: You're welcomeI will be in touch soon
4:55:PM: *** ***: okThanks
4:55:PM: * *** *** is now off-line and may not replyCurrently in room:
Shane
5:46:PM: * Shane has left the conversationCurrently in room: room is empty
Visitor Details
---------------
Your Name: *** ***
qxref: ***
qxusr: ***
IP Address: ***
*** *** *** ** *** *** *** *** *** *** *** ***
This transcript email message was automatically generated by
***.com

To address the customer's
concerns:
We notified *** *** of the
concerns about the unit not pressing the dough evenly and having a problem with
the temperature and received the following response after the unit was returned
and inspected:
The platens on the
press were a little unlevel; however there are adjusting nuts of the top of
the upper platen where the user can correct this issueAll presses that use a
thermostat are calibrated during our inspection process and there is no mention
of the press being drastically out of calibration in the report Best
Regards,
Hix
Corporation
***
*** ***
###-###-####
Had the customer worked with us and *** *** to
go through troubleshooting and potentially have the unit inspected by a service
agent, these problems would have most likely been easily fixedThe reason for the delay on the credit was the fact
that the unit needed to be returned and inspected for the issues the customer
notified us aboutThis is not *** ***'s typical process for warranty
issues as they usually have the unit serviced first at the customer's location
before authorizing a returnBecause the customer was unwilling to go through
this process, the unit was returned, but the process of this return was lengthier
than due to the circumstancesWe issued the customer credit early,
prior to receiving the credit from *** ***, to try to give some resolution
to the customer as we agree that the process has taken a long amount of time
We issued this credit taking the risk that *** *** would find a reason to
not issue us credit for the unitThankfully, the inspection was complete and
we received the credit from *** *** (minus the 20% restocking fee and
shipping) three days after we credited the customerBased on our correspondence with *** ***, we
feel that the customer was credited the correct amount and should not be
credited more as the manufacturer confirmed the unit was not defectivePlease let me know if you have any additional questionsSincerely,
Jasmine L***
Customer Solutions Team Leader
Webstaurant Store