The WEBstaurant Store

The customer purchased item number *** on
1/23/2014, and contacted us on 5/14/advising that the napkins were not
fitting the *** dispensers that their customers useOriginally the
customer was purchasing another item on our website, item ***, but then
purchased item ***, which is when the issues started to occurThe
customer had said previously that the dispenser on our website, item ***,
was not working with ***Our Product Information department tested
the two items together, they confirmed that the napkins did work with the
dispenser that we offer as a companion itemWe reviewed previous orders with
the customer and there was no history of the customer purchasing item ***,
and it was confirmed that the dispensers the customers were using were similar
to, but not the same as, item ***
After further investigation recently, it was determined that
item *** is being removed from our
website due to thin material and incorrect sizeBecause of this, we will
provide the customer with a resolution greater than the $in shipping
previously offered
We will work directly with the customer to explain the new
information that we have received

[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,
*** ***

This issue it appears will not be resolved Again, we spent $and are receiving $back For a simple mistake, to us, that is "usury".We will leave a public review with the Revdex.com and elsewhere Whether we do business with you in the future, is our decision And dont forget, we mentioned these two boxes of half bun pans were packaged poorly You've NOT responded to that Maybe you feel its our problem? We'll continue to fight for a full refund We wont allow you to earn a profit on our account by restocking boxes! Have a nice day
Regards,
*** ***

I ordered a stainless steel kitchen prep table from them in OctoberIt arrived poorly packed and damagedIt actually looked like they sent a damaged product from the beginning based on the condition of the box and where the dents and dings wereThe back splash has a huge dent and the surface has multiple dingsWhen I sent them photos and discussed this with themThey said it was just cosmetic and they would give me a 20% discount or I can return itI did not want the hassle of returning it at this point so I settled for a 25% discountThen I peeled off the protective cover on the table's surface and noticed the corners had obviously been repaired and that this was in fact a used tableThey sold me a used table for full priceIf I wanted a used table, I would go to the used restaurant equipment store here in New YorkThis is a terrible company with awful customer serviceLazy!

Hello,When a defect does occur we must work through the manufacturer’s warranty, which is what we needed to do in this instanceAfter reviewing the order I do see that we were able to work with the manufacturer and offer a refund once the item is in transit back to usAs soon as we see the
tracking updated a full refund will be issued. Regards,Dan C***

[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 dough press I received was not functioning as stated in item description, therefore I feel I should be given a full refund for item and shipping costsThe point of the unit is to stretch the dough evenly, instead of using manual labor to hand toss the doughThe dough never comes out even, not even closeAs a consumer and business owner, when I received the item and realized it would not work as described, after multiple attempts, I simply wanted to return the dough press. It was also defective as far as temperature sensor goes, I set temperature to degrees and the unit burned to the touchI did refuse having a tech come look at the item, as I just purchased a brand new item that should have at least arrived working properly and as describedI also returned the item almost months ago, and I did not receive my partial credit for the item until after I complained through the Revdex.comFurthermore, I attempted to post a review of the item and my experience with The Webstaurant Store on your website, and my review was not published on your siteI would hope it is not the case, but hand picking reviews to post on your website would not be fair to consumers
Regards,
*** ***

Hello, When contacted by the customer about the incorrect martini glasses being delivered, we requested the item number present on the packaging to ensure our warehouse properly packaged and shipped the items to the customerThe customer confirmed via our live chat system that they received the
correct item, *** *** Retro Cocktails oz Martini GlassBecause we want to ensure customers are able to make an educated purchasing decision, we try our best to provide any information the customer may need up front on the item’s pageThis glass is a size oz glassIn the restaurant industry, beverageware capacities are stated in ounces and are an approximate maximum capacity based off of an industry standard sizeThey are not to be used as a standard of measure for serving capacityThis information is available on the website under the “Customer questions about this product” sectionIf the customer would like to return for a refund of the glasses’ price, minus the restocking fee and return shipping, we would be willing to accept that return if unused and in the original packagingThis return was not previously set up so I have emailed the return details to the customer in the event they do decide to return the glasses.Thank you,Katie C***Customer Solutions Team Leader

Hello, I apologize for any inconvenience you experienced with this orderWhile we can’t guarantee our ground shipment dates we’d be happy to extend a full refund for aforementioned issues you have experiencedIt is never our intention to ship the incorrect items, so we greatly apologize for any inconvenience this and any delays this may have caused

We apologize that the *** Mini *** Double Gallon Bowl Premix Cold Beverage Dispenser with Agitation Function arrived and is not worked properly and that the customer has had difficulty working through the warranty with the manufacturerAll of our items are backed by the manufacturer’s
warranty so the customer will need to work through that processHowever, we have reached out to the manufacturer on the customer’s behalf requesting they reach out to the customer via phone right awayThe manufacturer informed us that they had been waiting on a phone number to be provided by the customer to contact them atThe manufacturer should be reaching out to the customer in the next business daysIf there is still difficulty after this point, we would recommend that the customer reach back out to us at [email protected]

There are many factors that contribute to the functionality of a dishwasher, including the *** *** Low Temp DishwasherBelow are a few things that are necessary in order for the unit to operate properly as well as factors that can affect functionality: 1. The
chemicals must be adjusted properlyThe unit should have 4-mL of detergent, 2-mL of rinse aid and sanitizer adjusted to 50-PPMAll levels settings are determined by type and level of soil. 2. Hardness of the waterSince they are operating at lower temperature, there are not as many minerals being "burnt" out of the water as a high temp machine, thus leaving lime scale on the wares which is harder for soils to be released. 3. Water temperature The minimum temp is degrees fed to the machine for proper sanitationdegrees is recommended for best performance. 4. Water pressureThe machine is a "dump and fill" model meaning it will refill during the cycle and will not perform well if there is not enough pressure to fill properlyAlso, the machine has to be adjusted for drain and fill operation to properly work5. Operator trainingThe dish machine operator should be trained to properly scrap, sort, presoak, operate and clean the machine.If the customer is willing to re-install the unit, we would be happy to work on additional trouble shooting options

Complaint: ***
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,
*** ***

** ***, I greatly apologize that your bakery display case arrived damagedI can assure you that all items advertised on our website are sold as brand newThe scuffs shown in the photos you have sent us do appear to be transit damage rather than a defectI was able to locate your order and see
that one of our Customer Solutions Specialists had sent you an email on 5/but we have not yet received a reply in regards to if the unit is turning on as well as the location of the hole on the unitWhen it comes to a claim there are three parties involved (us-the supplier, the carrier, and you-the customer) and we all have equal responsibilityIt our responsibility to ensure that the items leave the warehouse properly and the carrier's responsibility to ensure that the shipment arrives to you undamagedUnfortunately, there are times that items do arrive damaged and it is your responsibility to fully inspect the shipment upon delivery, note the Proof of Delivery and then contact us immediatelyBy signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable conditionBecause the Proof of Delivery was not noted, we would not send a replacement unit but do want to work toward a resolution with you and certainly do not want to leave you with a unit that is not usablePlease reply to our emails at [email protected] so we can work toward a fair resolution with you

To whom it may concern:
The WEBstaurant Store has agreed to have this unit returned
to us and will be picking up the damaged unit directly from the customer’s
location. We will also have a replacement delivered to her to replace the
damaged one. Our
company is covering all the costs to have it returned
and replaced. We sincerely apologize for any inconvenience this may
have caused and hope to continue business with *** *** in the futureSincerely,
*** ***
Customer Solutions Team Leader
###-###-####

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....⇄ 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
technicians.From 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 specifyThe 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 companyThe 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 companyWe re-dispatched out the original service company and reiterated that they call the customer before going out to their location for the service appointmentAt 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 hopedIn 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 themThank you and please feel free to let me know if you have any questions

Hello,We would be more than happy to reimburse for the cost of the part if found locallyWe do wish that we had the part ourselves that it could be sent to you so you did not have to look locally, but we do not have an estimated time of availability from the manufacturer to have that part.We do apologize for the inconvenience of having to look locally, but if you are able to find it, please email us a copy of the receipt to [email protected] and reference your order number and send it to my attention and we will refund you for that part.Thank you,*** ***

[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,
*** ***

Hello,I have waived the restocking fee for this return so the 20% restocking will not be charged as agreed upon previouslyThis will result in a refund for the items purchased through our websiteAfter again reviewing the details of the order, it seems it took one week to set up the manufacturer return for the orderWhile this is not unusual when returning items to the manufacturer, I can understand the urgency to return the items and have the situation resolvedI apologize for the inconvenience this delay may have caused for Robert.As a wholesale distributor, we offer the lowest prices available to our customers onlineBy providing the lowest discounts possible, we are excluding any return costs from the markup on pricingWe request that customers are familiar with our processes before ordering through our website as we understand our processes may be different from other companiesAny information about our processes can be found at this link: http://www.webstaurantstore.com/policies.htmlOnce the items are returned to the manufacturer, I will follow up with our contact directly to ensure a credit is received in a timely mannerI will reach out to Robert to obtain the tracking information for the return so I am able to contact the manufacturer as soon as it reaches their locationThe refund will be posted back to the MasterCard ending in ***.Thank you,Katie C***Customer Solutions Team Leader

We do value this customer's business and their relationship with us and would like to continue to have a positive business relationship with themAs an e-commerce site, there are times unfortunately where the page may time out, a customer's internet connection could be lost, a payment processor
(like ***) could time out, etcFor this reason, we send a confirmation email the moment an order goes through our system which includes a link to the customer's account where they have a window of time to be able to cancel their order if it was placed by mistakeOur orders typically process within one business day so we ask that if customers need to cancel an order that they contact us immediately before the order ships from our warehouse.In this situation, the customer waited a full two business days before contacting us to let us know the first order went through and shouldn't haveBy this point, both orders had shippedThe customer reached out to let us know that the first order shouldn't have been placed, and we set up a standard return where the customer would be reimbursed for the items ordered minus a 20% restocking fee and would need to pay the return shipping to get the items back to our warehouseWe decided to treat the situation this way because the customer had received two email confirmations showing that two orders were placed right away; had we been contacted sooner, we would have done all we could to cancel the first order before it shipped.After emailing back and forth with the customer, we decided to lower the restocking fee to 10% given the issue that occurred during checkout which caused the confusion about whether or not the order had gone throughWe want the customer to know that we appreciate where they're coming from, however, we also take measures to notify customers right away if an order went through and feel we did that adequately through the confirmation emails.Please let me know if you have any additional questions about the resolution that we offered to the customerFor your reference, our return policy for commercial customers can be found here: http://www.webstaurantstore.com/***Thank you,Jasmine L***Senior Customer Solutions Team Leader

[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: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 START.Also, 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 review.As 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 time.Lastly, 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,
*** ***

We certainly understand that this order was a major inconvenience and distraction leading up to our customer's wedding day and are very sorry that this was their experience
Due to that, we have thoroughly looked through this situation to see if we dropped the ball in any way
It appears that the main issue which has caused the inconveniences stems from our customer not seeing our e-mail response to the comment that he needed the order by June 6th,
However, on June 2nd, we did send an e-mail response stating that to guarantee a delivery by June 6th, the shipping would have to be upgraded to next day or second day and if they would like to upgrade they shipping, they would need to let us know
We do have confirmation that this e-mail was sent which was included in the previous response and which I have attached again
We are a web based company, so we do assume that the e-mail address provided on an order is a good means of communication and we typically resort to this method for efficiency purposes
Additionally, it is important to remember that the order was placed as a ground shipment which does not come with any type of guaranteed transit timeThis information is very clearly stated during the check-out which was addressed in the previous responseThis situation could have been avoided if next day or second day shipping was selected originally by our customer when the order was placed
To conclude, we understand that an e-mail could be overlooked or even not received in some circumstancesWe are giving our customer the benefit of the doubt that he did not see it by waiving the restocking fee and reducing shipping fees for a total credit of $
This is in light of the fact that we are incurring initial shipping costs, return shipping costs and reprocessing fees