Complaints
This profile includes complaints for Culinary Depot Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/29/2024
Type: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.
We ordered a commercial NSF food sink with a pitcher rinser installed from Culinary Depot. This was a food sink not commonly available anywhere else, with a built in pitcher rinser. The sink arrived without legs. We exchanged multiple e-mails trying to convince them we needed the legs that was supposed to be included, and why they debated with us I do not know. When they sent the legs, they are the wrong length. They are supposed to be 21 inches, not 16 inches. Thus the sink is not the appropriate height for the Americans with Disabilities Act and cannot be used for the coffee shop which benefits disabled veterans (you read that right). Photo enclosed to verify the ridiculous height that doesn't match everything else that matches ***. Worse, we sent multiple e-mails this week and they will not respond.Yes, the company is not making good on a purchase that was meant to make it easier for the staff, which includes disabled veterans. And, yes, I informed all of this to their staff. I am not asking for a refund, just the correct legs that were supposed to be sent. At this point we can only purchase the correct legs from somewhere else and warn people about this company.
Business Response
Date: 05/07/2024
Dear ******,
First off, I want to apologize for your experience. We always strive to exceed our customers'expectations and your feedback is vital so that we continue improving.
The initial shipment which came directly from the manufacturer (Glastender) should have arrived with the legs included. After receiving your complaint about the missing legs, we requested ********** to send a replacement set of legs. The unit in question BSA-18-RF comes with 16 legs (please see attached spec sheet) so the correct legs were sent to you.
This item was purchased on our website and it appears that there wasnt any communication with our sales team prior to the purchase. Weve reviewed the item listing on our website and all appears to be correct. If there is something we missed, wed appreciate if you can send us more information so we can address it properly.
We would like to help you with a refund/exchange for your incorrect purchase but would need to get the item returned before we can do so. Our efforts to arrange a return have not been successful as our team has not been able to communicate with you. If you can please communicate with our customer service team so we can arrange the return.
If there was a delay in response, our offices were closed in observance of Passover for April 23 30. We did have a message about our closure on our website as well as in the auto response on our emails. We apologize for any trouble this may have caused.Customer Answer
Date: 05/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The item in question was delivered a little over a week ago. Tracking number with signature confirmation has been uploaded for verification.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer Answer
Date: 05/07/2024
I provided verification that the item was sent back and received by the seller/company. I shipped the item back at my expense. The seller has not refunded.Business Response
Date: 05/13/2024
We have received the product with some surface scratches and dents. We have, however, refunded the consumer for the full product cost.Initial Complaint
Date:12/05/2022
Type:Status:ResolvedMore 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.
Ordered a medical fridge rated for the storage of life-saving insulin for multiple diabetics in my household so we no longer had to share the kitchen food fridge with medical needs. Given that our area is commonly impacted with power outages and hurricanes, this smaller medical-grade fridge is intended to be large enough to hold thousands of dollars of insulin while being small enough to carefully move near our gas generator in times of need.The medical fridge arrived nearly 3 weeks after purchase already damaged after an impact during shipping to one of the top corners proved strong enough to crush the thick case metal inward. I was told not to move the device and at the time of writing it's still sat over a week later, covered in a tarp, in the middle of my driveway. Right where it was delivered to me.Multiple phone calls, photo documentation, and emails were made over a period of a week trying to get a replacement. It was agreed that the unit was damaged and that as a medical device is unusable for its purpose. Yet over the next few days no resolution was made with multiple attempts by the customer reps to deflect ownership of the issue onto "The Warehouse" and the freight shipper. Eventually after yet another phone call where I was shunted to voicemail, I was unceremoniously given an insulting refund offer -over email- of $150, that's $610 less than what I payed for the medical fridge, and a confusing statement of support of an unclarified warranty; a warranty I have no intention of using for goods that arrived damaged.If you or your business is okay with getting sent damaged items and still, even after following Culinary Depot's guidance with regards to freight damages, get the run-around and an insulting refund offer that's 1/5th less than what you paid when all you want is a replacement, then Culinary Depot is the right company for you. For my family and the difficulties that COVID-times has imposed upon us, this has been a frustrating disaster.Business Response
Date: 01/04/2023
Our apologies for your experience with your refrigerator purchase. I've followed up with our customer service department and was informed a replacement model was delivered on Dec 21, 2022. If you have any trouble with the replaced unit, please feel free to reach out to us - ************.
We hope you'll given us another chance so we can give you a better experience. We pride ourselves in a superior level of service and again, apologize for your experience.
Customer Answer
Date: 01/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.It was a trial to get a replacement sent and my old fridge returned/disposed but the business followed through with me.
Sincerely,
***********************************
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