Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a blender over the weekend, so I understand that there is a delay in processing the payment. On Monday, the money was taken out and processed, and today I see that the company canceled my order for no legitimate reason and kept the money I am looking again on my car statement and they are trying to process the same amount again when they had already taken out and this is now after canceling my order. I only wanted my blender and now we have this issue.

  Business Response

  Date: 07/03/2025

  Dear *** *******

  Thank you for allowing us to address this matter. We understand how frustrating it can be to see unexpected activity on a card statement and appreciate the opportunity to clarify what occurred with your order.
  

  Timeline & Payment Status
  * June 28, 2025 (Saturday) When processing resumed, our merchant-services provider was unable to finalize the payment. The authorization was voided immediately, and a full reversal was transmitted that day.
  * June 30 (Monday): When processing resumed, our merchant-services provider was unable to finalize the payment. The authorization was voided immediately, and a full reversal was transmitted that day.

  Because the transaction was never fully captured, what appears on your statement is a temporary authorization hold generated at checkout. Holds typically disappear, or the corresponding refund posts, within 1-3 business days, though some banks take up to 72 hours to reflect the reversal. GoFoodservice has not retained any funds from this order, and no second charge has been initiated.
  

  Current Status & Next Steps
  - The card issuer should release or credit the pending amount automatically; if it has not cleared within three business days, we encourage Ms. Buccio to contact her bank and reference the June 30th void.
  - The order canceled automatically once the payment failed. If Ms. Buccio would still like to purchase the blender, we can look into an alternate verified payment method.
  

  We have already spoken with you by phone and outlined these options. If there is anything further we can do, our customer-care team is available Monday-Friday, 8 a.m.- 5 p.m. ET.

  Sincerely,
  Management, GoFoodservice

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT ORDER OR WORK WITH THIS COMPANY. I placed an order on 3/28 for over $200, was not told about a storm that hit and it would be delays. Finally **** from Sales called and told me would be shipped out in a day or 2. Called back 3 days later to find out they don’t know when they will actually be able to ship it. I the. Request a refund, I get told because it’s Ach it has to be a paper check, I request a tracking number,**** from sales told me I would receive it in 24 hours. I call back the next day because I have yet to receive anything, nothing even acknowledging that I requested a refund and **** very condescendingly told me that I will get the number when I get it. There is no one else to talk to about it. This is going on 2 weeks I have no refund or product. I will be filing this as resilient charges and I will be reporting them to Better business bureau. You all are a very poor company and I’m so disappointed I chose to patronize your company!!!

  Business Response

  Date: 05/12/2025

  Hello,

  
  

  I’m reaching out regarding Complaint ID ********. I would appreciate the opportunity to formally respond to the customer's claims, as there is a great deal of misinformation in their statement.

  
  

  Unfortunately, our business was directly impacted by the tornado that struck on April 3rd. We lost all forms of communication and access to our systems, though we did post a notice on our website the same day to alert customers of the situation. We were only unreachable for a short time, and once we were operational again, we promptly followed up with the customer.

  
  

  When we connected, we explained the situation and assured them we were taking care of their order. Despite our efforts to communicate respectfully and offer a resolution, including a cancellation at their request, the customer became extremely rude and dismissive of the impact the disaster had on our business and employees.

  
  

  They have also posted a 1-star Google review, which we have already responded to in a professional manner. We strive to handle all situations with care and courtesy, and I would like the chance to submit a proper response through your platform as well.

  
  

  I appreciate your patience and understanding. This has already taken considerable time away from other urgent matters, and I would like to resolve it appropriately.

  
  

  Best regards,

  
  

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complaint against “GoFoodService” Business (Address: ***** ****** ***** *********** ** ****** Email:************************* * phone #: ************* regarding the purchase of ” ******** **** *** ***(1.7 kW Electric Half Size Convection Oven) Which I paid for $1,546.27. I ordered on 12/19/2023 and it was delivered with a delay on 1/10/24. This purchase was intended to support the development of my baking business.Upon using the oven for the first few days, I noticed that its fan was malfunctioning, working intermittently. This inconsistency causes the final products, such as cookies and bread, to burn and become unsellable. This issue has severely impacted my business operations, leading to lost customers and revenue.Immediately ,I contacted GoFoodService via email and phone calls. Despite numerous attempts to reach a resolution, I received no solid solution. My calls were often put on hold for at least half an hour or more and were frequently unanswered. I also emailed them several times and they answered some of my emails, but still didn’t do anything to resolve the issue. Once, customer service forwarded me to the manufacturer, which also failed to resolve the problem. I was also promised a technician visit, which never materialized.Now, it has been more than six months since the issue first arose, and my business continues to suffer due to the faulty oven. I couldn't get a hold of anyone in charge or obtain any resolution such as a repair, refund, or return option. Additionally, I have lost the option to dispute the payment through my credit card company as the disputation time frame has already passed during the period I was attempting to resolve this issue.Given the lack of response and resolution from GoFoodService, I am requesting the Better Business Bureau's assistance in resolving this matter. My desired settlement is a full refund since my business impacted negatively and I don’t trust the manufacturer products or promises any more. Thank you

  Business Response

  Date: 08/30/2024

  Dear Better Business Bureau and *** ************

  Thank you for bringing this matter to our attention. We regret any inconvenience *** *********** has experienced.

  *** *********** purchased the Tecnoeka EKFA 412 S1 Electric Convection Oven on December 19th, 2023, and it was delivered on January 10th, 2024.

  The issue with the oven was first reported after hours on January 23rd, 2024, and we responded within 25 minutes of reopening the next day. Recognizing that the problem fell under the manufacturer's warranty, we immediately facilitated contact between the customer and the manufacturer.

  Both GoFoodservice and the manufacturer have made numerous attempts to reach *** *********** to resolve the issue. Unfortunately, many of our phone calls were unanswered, and we've relied on email communication when necessary. Since both GoFoodservice and the manufacturer are based in the U.S., there should be no barriers to communication, and we strongly encourage *** *********** to respond to the manufacturer’s calls to expedite the warranty process.

  We have done everything within our capacity to assist and remain committed to resolving this issue. We request that *** *********** actively engage with the manufacturer to facilitate the necessary warranty service.

  For a detailed account of the situation, please refer to the attached file.

  Thank you

  Customer Answer

  Date: 09/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1- I called them several times before and they didn't answer me or I had to remain on hold for more than 30 minutes and at the end, I had to disconnect the call since according to my employer policy, I can't be on my personal call during my work time except for break and lunch time.

  2- I didn't get any miss calls that were repeated if they claim they contacted me several times.

  3- There were other ways of communication if they cared about my situation. They could leave voice message, text or email me. They were aware of my emails that I send and remained unanswered. If they saw that I didn't answer my phone, thy could email me and let me know that they called me. they had my email since at the beginning, they answered my email but later, not.

   

  I try to call them again. If they called me and I missed the call, they should email me since it is the safest and better way to communicate in our situation.

  I still have this oven and can't use it. Since I paid a lot of money to buy that, I can't get another one to continue my business until this issue has been fixed. At this point, I think refund would be the best option since I didn't have a good experience with the company and their customer service and warranty. 

  Thank you.
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Primo PM7 Mixer from this company last July with 1 year parts/labor warranty and 2 years parts warranty (see attached advertisement). Mixer failed on 2nd use and requested service only to be told it was a manufacture warranty. Contacted manufacturer and was told since this was residential use it was not warranted. Nothing in the attached ad says anything about the warranty being void by me being a residential customer. I'd like to return this for a ful refund. It has 10 minutes use on it and failed. I've included the bill of sale, invoice, receipt and reply from the manufacturer stating no warranty.

  Business Response

  Date: 04/15/2024

  Dear BBB,

  Thank you for bringing this complaint (ID# ********* to our attention. We understand the customer's frustration and would like to provide the following information:

  * Purchase Date: The Primo PM-7 mixer was purchased on July 17th, 2023. The issue was first reported to us on March 30th, 2024, several months later.
  * Warranty Policy: Our website clearly states that some manufacturer warranties may not cover products for residential use. This policy is accessible on our main Policies page **************************************** and on product pages where applicable.
  * Manufacturer Responsibility: As the retailer, we facilitated the sale. However, warranty terms are determined solely by the manufacturer, MVP Group Corp. We directed the customer to contact them directly, as is standard practice.
  * Customer Modification: The customer acknowledges bypassing a safety feature (the reset breaker). This modification likely voids the manufacturer's warranty.
  * Resolution Efforts: Despite the warranty situation, we offered to assist in any way possible and provided the manufacturer's contact information. The customer was informed that any potential resolution would need to be handled directly with MVP Group Corp.

  We strive for customer satisfaction but must uphold the manufacturer's warranty policies. We believe we acted in good faith by providing accurate information and directing the customer to the appropriate channels for assistance.

  Also, we've included a copy of the product page ****************************************** and our policy page *************************************** On the product page attachment, we've highlighted where you can find the disclaimer. It should be noted that our website clearly states that we sell commercial restaurant equipment. Lastly, we've never received complaints regarding this product and the 1 star product review was created by this customer. 

  We hope this information clarifies the situation.
  

  Thanks,
  Management

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response   There is nothing stated on the site where I purchased this regarding voiding warranty for residential use.  If it had I would not have purchased.  Plus, too, that policy is contrary to any common sense I'm aware of.  Res. use should be much less and should last beyond one use either residential or commercial.   
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 04/23/2024

  Dear BBB,
  
  We acknowledge receipt of the customer's additional comments.  We maintain our previous response and respectfully offer the following points:
  
  * Warranty Policy Transparency: Our website policy page **************************************** clearly states that some manufacturer warranties may not cover residential use. We also include this information on relevant product pages.
  * Manufacturer Warranty: As the retailer, we are bound by the manufacturer's warranty terms. Warranty coverage decisions are made solely by the manufacturer, MVP Group Corp.
  * Good Faith Effort: We acted in good faith by providing the manufacturer's contact information to facilitate the warranty process and any potential warranty options available.

  We understand the customer's frustration. However, as we've explained, the warranty issue is beyond our control. We believe we've provided all relevant information and have exhausted our options to assist the customer in this matter.
  
  Sincerely,
  Management

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The alleged warranty policy you refer to is not visible on the item page and in fact as you can clearly see from the attached copy of that page, there is no reference to any additional warranty stipulations, for if there were no sale would have been made.  Hiding behind some "policy" you have hidden in the back room is not an acceptable business practice and as such is rejected.  Furthermore, the comment about providing manufacturer's contact information is blatantly false in that I had to locate that on my own.  Your stance might be different if I had a business and had used the product extensively and worn it out from overuse.  But residential use is quite less in just about every case and therefore it is not logical to assume a hidden policy would negate warranty under your hidden section of warranty.  
  
  
  
  Sincerely,
  
  
  
  ****** ********