Complaints

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• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  On March 28th I went to roses restaurant supply to purchase a warm and hold oven Ive been thinking about for a while. The sales person **** showed me the unit and talked about all the hard work the staff did to get it dialed in and how they cooked the entire staff prime rib in it the Christmas prior and how great it worked. I had a large event approaching and needed an oven like this to do it the best possible way. I got the oven home and immediately noticed condensation on the inside of the glass the following morning. Then the oven wouldnt hold temp and the door, after working fine at the store, started to sag and left a gap in the upper corner of where it meets the oven body allowing hot air to release and preventing any kind of temperature regulation. After complaining to **** he just kind of ignored me so I contacted service myself and the service manager ****, whos the only person that works there that isnt a scum bag, took it on himself to come get it and attempt to repairs. I went and checked the oven out and it looked good so they brought it back but after the event I bought it for in the first place but whatever I made it work and Ill use it on the the next one. When they dropped it off I noticed condensation on the window glass again. And I said something and the delivery guys told me not to worry but sure enough the door was still sagging and doesnt form a tight seal because the hinges its mounted with have rotted. Some to the point they have been re-machined poorly and there is now a gap in one set, the upper where the issues lie and the lower which seem to be fine. They told me they dont do returns on faulty used equipment so Im supposed to keep letting them attempt to repair something that was supposed to be dialed in when I got it because I guess theyve long since forgotten how small businesses work. Do not trust these scum bags they will steal anything they can from you and lie right to your face if they think there is profit in it.

  Business Response

  Date: 05/16/2025

  Interactions with **** ****** have been short and unpleasant from the start. He came into Roses on March 28th,2025, and purchased a USED Alto Sham Cook and Hold oven for $2625, along with a multi station timer (which he chose to keep) for $75. The order total was $2781 including credit card processing fees. The used item he purchased, as stated on his invoice and order receipts, is/was covered by Roses in-house, 90-day parts and labor warranty.  During the time **** was in Roses working with the associated salesman, he stated he needed the oven for his catering business, specifically noting that he had a catering event coming in mid to late April.
  April 2nd, **** reached out to the salesman he had been working with, (****), stating that the oven was having issues. The week of April 7th, a Roses technician went to Erics home where his business was established and picked up the oven to have it assessed and repaired onsite, at Roses. After the appropriate adjustments were made, **** was contacted and asked to return to Roses to see his oven repaired, operating properly and to confirm the oven met his needs. He arrived April 23rd, confirmed with our technician that the oven was good and on April 24th the oven was delivered once more to his residential garage and set in place.
  May 1st, **** began receiving angry, unprofessional and incredibly threatening text messages from **** stating the oven was still broken and that Roses needed to take it back for a full refund. **** threatened to physically assault **** if he didnt give him his money back for the oven. A Roses technician picked up the oven from **** that same day and **** was refunded the value of the oven on May 5th,2025.  
  In our opinion, **** never intended to retain the oven. His intentions were clear from the first point of contact; use the oven for his catering event and then return for a refund. He was unprofessional and unpleasant to deal with at every juncture and was not going to be satisfied with the result of any transaction; Roses accommodated him with his every request, going above and beyond and still have this complaint.
  At Roses we are dedicated and committed to building trust, exceeding expectations, and delivering exceptional value at every interaction with our customers. This transaction was unsuccessful due to the customer demands and malicious intent.