The WEBstaurant Store

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Webstaurant store has not gotten a new shipping date for me and no one is able to reach the shipper to get it rescheduled (I can't reach them and webstaurant store has not been able to reach them either from what I am told) I have told all parties involved they can send it any day, any time (within a hour block of time they choose...as per the shipping agreement) and I still don't have an estimated delivery date I will accept the companies response once a delivery is scheduled and completed
Regards,
*** ***

I accept the businesses response although it was not completely truthful They did not respond with the information in this statement until notified of the Revdex.com complaint They also stated that the Service/Repair quote stated "freight damage", so they will take no responsibility - except this was our initial reason for having them come to inspect the unit After inspection the service technician stated that this damage was significant and with the packaging in-tact, there is no way all of the damage could have happened in transit with intact packaging If we need a letter from the company (***) I am sure I can get one - BUT, the company made it very clear that it did not matter - all that mattered was the timeline Thank you for your time and efforts.
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,
*** ***

Thank you for your review, ***I want to take a moment to first apologize for the delay in response as it is our goal to get all reviews responded to in a timely manner, and because of an error in receiving this review our response is a bit more delayed than normalWe do always try to list
our items that are not available in stock as “Out of Stock”, but because of how quickly our stock can change there are sometimes delays in getting this message upWe do have the process in place of emailing our customers if the item is not available, which appears to have happened in this instanceI can assure you there was never any intention of stringing you along as we want to get our customers their orders as quickly as possibleI do apologize for the breakdown in communication between yourself and our representativeAfter reviewing the chat, I do see where our representative did correct themselves and let you know they were not able to call the manufacturer as we do have to communicate with them via email, however, we should not have told you we were calling when that was not the factWe would love to be able to assist you in the future and show what a great experience Webstaurantstore is able to providePlease contact us at [email protected] if you have any additional questions or we can be of any further assistance

Hello, I’ve taken the time to review the order details, item details, and communication the customer had with the reps on our Customer Solutions TeamJust as my associates Melanie and Laura mentioned to the customer, it is a consumer’s responsibility to review all of the details of the item they
are looking to purchase to ensure they are buying the item that works best for their needsWhile we do have the option for customers to add items into their cart without viewing the items details, when doing so the customer forgoes the opportunity to see what the item includesAs such, they may miss notices that indicate some parts of the item are sold separatelyThis tool is most often used by customers who purchase the same items regularly and therefore don’t need to take the extra step to read the details of the product. Because we are an online retailer, we find it most important to include a picture of the item as a whole so that our customers can make informed decisions on what products would work best for their applicationIf we included only a picture of the table without the base, customers will ask what the product looks like as a complete kitTo remedy that, we include a full picture of the product and a notice directly below the photo indicating the base is sold separately.At this time, we have offered to set up a standard return of the products if they are not going to work for the customer’s needsThe standard return would include a restocking fee and return shipping deducted from the customer’s creditThis return policy is available for customer’s to view prior to purchaseThe total credit that would be applied after these fees is $613.34.Another option we could offer the customer is that she could purchase the compatible bases for these unitsIf she’s interested in that here are the links to both the black steel and the silver steel options to ensure she is getting the correct and compatible bases for her tables: ***Please let me know if you have any further questions regarding this issue.Sincerely,Beth F*WebstaurantStore Customer Solutions Team Leader

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 conditionThe 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 10:35amThank you,
Customer Solutions Team

Have you ever opened one of your own packages??? It takes minutes to open a single item. We spent over $12,on numerous large items that would have required your driver to wait over an hour for us to open and inspect. It's a ridiculous expectation.The pictures I took of the sink included numerous shots of the item still in it's packaging. It was obviously delivered damaged in shipping and I'm beyond disappointed that you are not standing behind your product. You can respond back with all the information you want about your company policies but the bottom line is that you delivered damaged goods to your customer, they discovered significantly damaged products and reported that damage within days, and you are offering them a few hundred dollars against a bill that was over $12,
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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:
This has gone on way pass an appropriate responseI sent pictures to webstraurant, which they claim they did not getbI also sent an email after requesting a refundI stated then that I wanted this resolvedI think once I make a decision to have a refund it should be honoredI will not pay for shipping because I paid to ship the boxThis company has not responded to my requestI want my money back, period.c
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,
*** ***

To whom it may concern,We have been in contact with our customer extensively in regards to the damage that was reported to us after the delivery was completed and the carrier had leftA major consideration in this situation is whether or not the delivery receipt called the Proof of Delivery
(POD) was noted for any kind of damageWe discovered that the damage was not noted and that the POD was signed indicating the freight arrived in good order and the packaging was intact (see figure in the attachment)Our customer did claim that the damage was only able to be seen after the packaging had been taken off of the unitTaking that information into consideration, we requested pictures of the damaged unit as well as the packaging to as the situation thoroughlyHowever, after reviewing the pictures, there was a dent to the side of the box which does seem to correspond to the damage which is at the bottom and underneath the unit (see fig 2)Because the freight was signed for indicating it arrived in good order, our position with the carrier is compromised as their stance will be that the damage happened after they had left and the unit was in the customer's possession, which is a logical conclusionIn order to avoid a difficult situation like this, we over-emphasize during the checkout process, in follow up e-mails, as well as a notification on the freight itself the importance of inspecting a delivery before signing the delivery receipt indicating that the freight arrived in good order (see the white box on the packaging in fig 2, as well as fig 3).We have filed a damage claim with the carrier on our customer's
behalf with the pursuit of recovering as much compensation as possible
which will then be credited to our customerIn the pursuit of working with our customer to get this resolved, we are willing to issue a credit upfront of $to go towards the repair of the unit and will credit the balance if anything further is recovered from the claim

Thank you for the review, ***I am very sorry to hear you are still having issues with the ice cream machine you purchased from usAs previously stated, this is not a matter of us not standing behind the items we sell, but rather it is us standing behind the manufacturer’s warranty processIn
order for a customer to be refunded for an item that is defective the manufacturer has to confirm the defectThe manufacturing representative we have spoken with confirmed this was in fact not a warranty issue and not subject to a creditI have reached out this morning to the technical support representative you spoke with, Peter S***, to ask for clarification on the conversation the two of you hadIf the manufacturer is willing to confirm the defect we will be more than happy to resolve this issue with youPlease let us know if you have any further questions

Thank you for the review, ***I am very sorry to hear you are still having issues with the ice cream machine you purchased from usAs previously stated, this is not a matter of us not standing behind the items we sell, but rather it is us standing behind the manufacturer’s warranty processIn order for a customer to be refunded for an item that is defective the manufacturer has to confirm the defectThe manufacturing representative we have spoken with confirmed this was in fact not a warranty issue and not subject to a creditI have reached out this morning to the technical support representative you spoke with, Peter S***, to ask for clarification on the conversation the two of you hadIf the manufacturer is willing to confirm the defect we will be more than happy to resolve this issue with youPlease let us know if you have any further questions

To whom it may concern,The main consideration in this situation is the condition of the packaging as shown in (fig 2) of the attachment. The obvious damage to the box should have been noted on the POD when receivedBecause that did not happen and the signature is present on that document right below the statement "All Freight received in good order and shrinkwrap/ Banding intact unless noted" (see fig 1) our position is compromised with the carrier and it is difficult to hold them responsible for the damage because their stance will be that the damage to the box and unit must have happened after they had leftWe are not doubting our customer's claim that they did not damage the unit, and there is a strong indication that the damage occurred in transit, but we will need to go through the damage claim to convince the carrier of this and to win any compensationAgain, in order to avoid this very difficult situation, we clearly emphasize the need to note any damage to the packaging when receiving a shipment as compensation is not guaranteed if that does not happenDuring the check-out process on our site, in follow up e-mails as well as a notification on the freight itself, (which in this case, was located right above the damage to the packaging) this information is statedIn order to assist our customer in this difficult situation, our offer will still stand to credit $to go towards a repair of the unit and the balance if anything in addition is won in the damage claim

Hello [redacted],
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 that the situation
has gotten to the point it has – undoubtedly causing a decent amount of
frustration on your part.
I...

did want to provide some additional details on the issue
at hand and how we got to where we are currently.
It appears you contacted us on 2/9/16 to set up a return on
item [redacted].  At this point, you spoke
with Jordan who made an exception to set up a return outside our normal 30-day
window, and did clarify at this point that the item needed to be unused and in
the original packaging, which you confirmed.
To your point that this information was not made available
ahead of time, I have included a link to our policies page here: Returns
Policy.  This information explains
both the time-frame, restocking fee, and requirement that items be unused and
in the original packaging.
Upon receiving the item back in our warehouse, our returns
team inspected the product and determined it was indeed used previously.  I’ve reattached those pictures for your
reference.  These photos show food stains
and scorch marks, among other signs of use.
Lastly, I wanted to clarify one of your additional points in
your email exchange with the WEB where you said the item was not safe to operate.  By this do you mean that it was just not up
to the standards that your food inspector requires or that there was some sort
of defect in the machine?  Through all of
your communications, I had not heard of any potential issues with the item
being defective.
It was because of the above factors that we were unable to
provide you with the credit for your return.
However, that said, I am willing to work with you a little
more on your situation.  My returns team
has informed me that we can sell this item on our scratch and dent warehouse,
where we would expect to sell the unit for around $100.  I’m willing to credit you that $100 now –
which is only a little short of the original return credit of $142.99 that you
would have received if the item was unused.
If this works for you, please let me know as soon as
possible and I’m happy to get that credit added right away.
Should you like to discuss this situation further please do
not hesitate to reply to this email or give me a call directly at ###-###-#### at a time that is convenient for you.
Thank you again for taking the time to contact us with your
situation.
Sincerely,Eric L[redacted]Customer Solutions Team LeadWEBstaurantStore

We will meet the customer halfway and cover half of the return shipping which would be an additional $3.75. Please note that the return shipping cost of $7.50 for approximately 101 lbs. of freight that we originally gave to the customer is a significantly discounted rate, and we will end up eating a much higher return shipping cost through our account with FedEx.This issue should now be resolved. Please let me know if there are any additional questions or concerns.

To whom it may concern,We have been in contact with our customer extensively in regards to the damage that was reported to us after the delivery was completed and the carrier had left. A major consideration in this situation is whether or not the delivery receipt called the Proof of Delivery (POD)...

was noted for any kind of damage. We discovered that the damage was not noted and that the POD was signed indicating the freight arrived in good order and the packaging was intact (see figure 1 in the attachment). Our customer did claim that the damage was only able to be seen after the packaging had been taken off of the unit. Taking that information into consideration, we requested pictures of the damaged unit as well as the packaging to as the situation thoroughly. However, after reviewing the pictures, there was a dent to the side of the box which does seem to correspond to the damage which is at the bottom and underneath the unit (see fig 2). Because the freight was signed for indicating it arrived in good order, our position with the carrier is compromised as their stance will be that the damage happened after they had left and the unit was in the customer's possession, which is a logical conclusion. In order to avoid a difficult situation like this, we over-emphasize during the checkout process, in follow up e-mails, as well as a notification on the freight itself the importance of inspecting a delivery before signing the delivery receipt indicating that the freight arrived in good order (see the white box on the packaging in fig 2, as well as fig 3).We  have filed a damage claim with the carrier on our customer's
behalf with the pursuit of recovering as much compensation as possible
which will then be credited to our customer. In the pursuit of working with our customer to get this resolved, we are willing to issue a credit upfront of $300 to go towards the repair of the unit and will credit the balance if anything further is recovered from the claim.

Hello,I am showing that we have submitted the credit for this item. It may take 1-2 business days before it is reflected in the account, but the refund has been issued. Thank you,Dan C[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: We never recieved any tracking via email as well as there was no mention of [redacted] as a third party to deliver, we were informed they no longer wanted to business with us via the representative, we have yet to recieve a refund not only for the package but why should we be charged for the restocking/return fee if we were not at fault for the return when it was the 3rd part ([redacted]m) fault? I would greatly appreciate a FULL REFUND of all associated costs.
Regards,
[redacted]

We apologize that the time frame was not met for delivery. Being an online retailer, we do take precautions to prevent fraudulent purchases. Since we are not able to verify by seeing someone in person and verifying ID, we have to confirm using other forms of documentation. We understand that while...

catching many fraudulent transactions we are also forcing the actual owners of credit cards to confirm their identities. If we could avoid this, we would.  At this time, this order has been canceled and funds have been released.

We are still in communication with this customer over the unit
they received. Our goal is to help get this unit to perform as explained by the
manufacturer. To achieve this goal we have requested...

a video of the unit in use
to have the manufacturer review to see if there is a defect, or any tips they
can provide on how to use the unit more efficiently. Also, the manufacturer has
offered to speak with the customer and provided their Technical Service phone
number of 800-523-9361.
As the unit has been installed and is in use it cannot be
considered for a standard return, however we are more than happy to help
facilitate a conversation with the manufacturer to insure the proper use and
care of the unit that will achieve the customer’s goal of having a unit that
efficiently bags ice.