Complaints

This profile includes complaints for WebstaurantStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WebstaurantStore

  40 Citation Ln Lititz, PA 17543-7604

• 

  WebstaurantStore

  11 Industrial Cir Lancaster, PA 17601-5927

• 

  Webstaurant Store

  11700 mexico farms rd Cumberland, MD 21502-6616

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:01/15/2025

  Type:Customer Service Issues
  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.

  Heres an epic one-star review based on the prompt:"Unbelievable! Charged 30% for THEIR Mistake"If I could give zero stars, I would. This company has the ******** to charge a 30% fee for a simple errorone that anyone could make. Instead of owning up to their inflexibility and poor customer service, they punish their customers with exorbitant fees. Its clear their business model is built on squeezing every ***** out of people rather than providing fair and reasonable solutions.Their lack of empathy and professionalism is astounding. No effort was made to resolve the issue amicably, and their policies feel more like a trap than a service. Ive had better experiences with companies half their size who at least know the value of treating customers like human ********* anyone considering this company: save yourself the headache, frustration, and hidden fees. There are better options out there. Ill make sure this review is seen on every platform until they learn that fairness and respect are non-negotiable in business.

  Business Response

  Date: 01/17/2025

  Hi *****, 

  We appreciate you reaching out and have shared your experience with our Customer Solutions manager team. I see they have been in contact with you and have canceled the return and you will be refunded for this order back to your credit card. 

  Customer Answer

  Date: 01/17/2025

  Subject: Request to Remove Complaint
  
  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing to request the removal of a complaint I previously filed against *******************. Since filing the complaint, the company has fully addressed my concerns, and I am now 100% satisfied with the resolution.
  
  I am unsure of the steps required to have the complaint removed from your records and would greatly appreciate any guidance on how to proceed.
  
  Thank you for your assistance.
  
  Best regards,
  ***** ****
  

• Initial Complaint

  Date:01/13/2025

  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.

  As a small business owner, of a restaurant, this refrigerator was a crucial investment for storing ingredients and ensuring food safety. This purchase was made with the intention of improving efficiency and expanding our operations.The loss of $1579.00 + taxes and shipping cost of $265 is a significant financial burden for a small business like mine with limited resources. This unexpected expense has impacted my ability to purchase the correct unit to replace this one which I had plans to purchase from webstrant. Due to the financial constraints faced by small businesses, I respectfully request that ************************** reconsider their decision and issue a full refund for the refrigerator. This show that this company does not look out for the small business that purchase from them yearly.

  Business Response

  Date: 01/13/2025

  Hi ******, 

  I see we have made an exception in this case and are refunding you for the price of the refrigerator and the restocking fee. Once the refrigerator has been returned, keep an eye on your email as the refund will have to be issued in store credit to your account. 

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  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.

  I want to express my gratitude for your support in addressing a recent issue I've encountered with Webstaurantstore concerning the Carnival King ****** Cake Maker (Order number 84914894).On October 20, 2024, I reported that the machine was not heating properly. I was informed by email about an extended warranty through *********They then passed me off, and after contacting Safeware, I was advised that a technician would be sent to troubleshoot the device. However, on October 22, I received an email stating that no one would be sent for repairs, and per policy, I would receive a full refund from them. After waiting three business days without receiving the refund, I reached out to them only to be told that the payment department couldnt make the payment because of my account number. I then had a conversation with the payment department, during this conversation I verified the account number associated with the payment. I called my bank and advised them of the incident, they verified that my account was active, there is no reason your account cant receive a payment. I went on to dispute the charge with ***** Fargo, they informed me that the purchase was too far back to contest.We had no further communication until November 6, they indicated their payment team was still unable to issue a refund to my card but offered in-store credit instead. They proposed sending a check, which would take 8-10 business days to process. I couldn't allow a check to be sent to me while this company conducted business this way. The behavior of this company is concerning as a consumer. I have attempted several times to resolve this issue. They openly conducted deceptive trade practices, giving customers the run around, offering ********************** credit on faulty items forcing consumers to participate in further trade with them. The misconduct of this company is deplorable. As a consumer the fact a company could continue to operate while stealing money and without consequences is repulsive.

  Business Response

  Date: 11/26/2024

  After the warranty process we determined that a full refund was the appropriate resolution to the issue that the customer has had with this funnel cake maker. We initiated a refund attempt on 10/22 and 11/7, however, both refund were returned by the bank and show they were declined by the bank. The credit card had been cancelled so a refund to that payment method was not an option and both attempts failed. We normally offer a refund store credit in these situations, as per our policies page, (******************************************************************) however, we offered a check refund as well to the customer in order to find a resolution to this. Customer agreed to a check refund on 11/7 and then decided against a check refund on 11/12. Customer has refused ********************** credit. 

  Customer Answer

  Date: 12/03/2024

  [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: 22608177
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/16/2024

  [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: 22608177
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ******
  
  
  Good morning so the attachment I sent shows that my account has been active since 2020 the same account that the business has it shouldn't been no problem with sending my refund back to my account also on Nov 13 I spoke with a *** to see if they had the correct account number which is the date I talk with my bank about the issue I agreed to a check after realizing that this company is a joke 
  
  
  
  
  
  

  Business Response

  Date: 12/19/2024

  Customer has previously been informed that we are unable to send the refund directly to their bank account. We have tried three times to send the refund through the customers credit card but the transaction has been declined through the bank. A check was sent for a full refund to the customer on 11/14 at *************************************************, the check has not been cashed. A second check was sent today 12/18 via ****** Tracking number: 770916624025. 

  We have done everything possible to provide customer the refund. We have made an exception for payment to be sent through a check which is not our policy. We are not denying the customer an electronic refund, we are simply not able to provide it due to the credit card number being changed. We are genuinely only able to provide a refund through check or store credit.  

  Customer Answer

  Date: 12/26/2024

  [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.]
  
  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. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  I purchased two 6 gallon dispensers for handwashing for ***** each. When I received them one works and the other leaks out water at the spout. I tried to contact the company but I am unable to get in touch with a customer service representative because I can only reach the website and no one is responding

  Business Response

  Date: 11/11/2024

  Hi ****, our Customer Solutions team would be happy to assist you. You can reach them by emailing ******************************* and referencing your order number, via live chat here: ***************************************, or by giving us a call at **************.

  Customer Answer

  Date: 11/14/2024

  
   Complaint: 22538360
  
  I am rejecting this response because:
  
  I purchased two 6 gallon dispensers for handwashing and one did not work because it leaked. Each dispenser cost *****. Order #*********. After contacting the better business bureau I was finally provided a contact phone number to reach a representative and request a refund the representative did admit that the company buries their telephone number after I expressed concern that I could not find one on their website. Nevertheless this company did not provide me with a full refund instead they credited my account ***** not the full *****
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/14/2024

  Hi ****, we're glad you were able to connect with our Customer Solutions team, and that they were able to issue a refund for one of the two Choice 6 Gallon Clear Round Dispensers for Handwashing with a Set of Labels (Item #***R6CLHWS) that you purchased. Each dispenser costs $24.99, with shipping at $8.05 and tax at $2.52, bringing your total refund to $35.56.

  Customer Answer

  Date: 11/17/2024

  [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: 22538360
  
  I am rejecting this response because:

   

  no. You are lying 

  I paid $48.98 for each dispenser

  you Still owe me for the full amount I paid for the dispenser 

  
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/30/2024

  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.

  WebStaurant marketed a product I needed as branded Fetco ******, ***** being the manufacturer. They marketed it as ***. I purchased on July 29, 2024 with an expected lead time of 4 weeks. After the 3rd ship date change, I began reaching out, never to find any word on when or why it was delayed. I began calling the actual manufacturer, ***** many times who each time told me they had the part IN STOCK in their warehouse and had not ran out. On Oct 30, they told me they weren't getting it from FETCO, and they still couldn't tell me when it would ship. I offered to pay extra for them to order it from FETCO who has the item in stock, and they were ************ EVERY WAY their customer service had been completely UNREASONABLE. They promised it was ***, they promised 4 weeks, they keep changing the date, they won't actually purchase from the *** who has stock, and won't let you talk to anyone else about it. The amount of headache I've incurred is not worth whatever discounts I may have received by not shopping at my local restaurant supply.

  Business Response

  Date: 11/01/2024

  Hi ****, 

  We appreciate you reaching out and sharing your concerns. We have escalated this issue to our Customer Solutions manger team and they are looking further into it. I see you have received a refund for the product you purchased on October 30th. One of our Customer Solutions team leaders also reached out to you yesterday by email to see if there is anything further we can do to resolve this issue. We apologize for the issues associated with this order and thank you for the feedback provided to our team. 

  Customer Answer

  Date: 11/01/2024

  [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: 22493669
  
  I am rejecting this response because:
  
  The company still hasnt offered to either tell the truth about the product or deliver it. A refund 3 months later doesnt cover the hassle i have endured to try and get them to keep their word and now find another source after waiting so long to fix my double ******. I run a small cafe and coffee shop.   Heres why Im writing this response:

  1) They listed the product both as the brand FETCO and as OEM and 4 weeks lead time. I have called Fetco numerous times throughout the 3 months i have waited on this item and they have continuously had stock for it. So they lied. The part they are trying to source is neither FETCO or OEM like their page states.

  2) They changed the expected arrival date 5 times in 3 months. I emailed 3 times and called twice but was never given a single other explanation other than the date has changed. All the while FETCO was ready for Webstaurant to put in an order (FETCO will not allow me as an end user to order from them because they protect their dealers).

  3) They were still unwilling to procure the product regardless of my offer to pay whatever it costs.  

  Webstaurants email yesterday was a mere formality to provide the appearance of reconciliation without actually doing so. It feels like a silly game. Theyre wasting time on sincere apologies. If those efforts were directed towards resolution, I would not be wasting my time filling out this review.

  I have lost faith that their company understands the need for timely and honest product information so that I can keep doing what I need to for my cafe to continue operating.

  Hoping for Actual Change, but not holding my breath.
  
  **** ****
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/05/2024

  *****, along with many other vendors, outsource their parts distribution to exclusive parts distributors. What this means is that a single company will handle distributing all parts for this company to any technician's or other distributors directly. So in this case, we order OEM parts for *****, but we order them through the exclusive parts distributor for *****. This particular distributor is currently out of stock of these parts which is likely why ***** was showing available stock but we were unable to fulfill the original order within the timeframe expected. 
  
  At this time, we were able to source the parts direct from the manufacturer rather than through the parts distributor we utilized to fulfill the original order. 
  
  As the original order has been cancelled and refunded, a new order will need to be placed. Due to the inconvenience and time that has passed since the original order was placed, we will cover the costs of shipping associated with the order in addition to a 15% discount on the parts themselves. This order would need to be placed via a quote that we will provide to the customer directly. One of our Costumer Solutions manager will reach out directly about placing a new order. 

   

  Business Response

  Date: 11/05/2024

  *****, along with many other vendors, outsource their parts distribution to exclusive parts distributors. What this means is that a single company will handle distributing all parts for this company to any technician's or other distributors directly. So in this case, we order OEM parts for *****, but we order them through the exclusive parts distributor for *****. This particular distributor is currently out of stock of these parts which is likely why ***** was showing available stock but we were unable to fulfill the original order within the timeframe expected. 
  
  At this time, we were able to source the parts direct from the manufacturer rather than through the parts distributor we utilized to fulfill the original order. 
  
  As the original order has been cancelled and refunded, a new order will need to be placed. Due to the inconvenience and time that has passed since the original order was placed, we will cover the costs of shipping associated with the order in addition to a 15% discount on the parts themselves. This order would need to be placed via a quote that we will provide to the customer directly. One of our ****************** manager will reach out directly about placing a new order. 
  
  

  Customer Answer

  Date: 11/06/2024

  [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: 22493669
  
  I am rejecting this response because:

  I just got off the phone with FETCO to verify the claim Webstaurant has just made. If I Webstaurant thinks it's ok to

       1) Sell a part that they call (label) "FETCO" and "***" (O=Original, E=Equipment, M=Manufacturer.)

       2) Tell me that ***** has authorized them to NOT buy the part from ***** but from another source, 

  then, I don't have words.

  I spoke with our *** that has serviced us for years at FETCO and his response to the story I relayed was, "If it walks like a duck and sounds like a duck.....".

  Though I sort of appreciate Webstaurant's offer to finally source their *** part from the *** now, after I have been asking about it for over 3 months, I have now further proof of the games being played by their last response. It shouldn't take a BBB ***ort to motivate someone to action. I am putting this to rest and will no longer respond, fully aware that Webstaurant will make a response in order to wear me out and get this case marked as "closed".

  To those who've read this far besides me and the Webstaurant agents whom I don't envy, I will be sourcing all of my business elsewhere. You get to a point that you haven't heard responses that make sense that you feel like you're going crazy. Not worth it to me.

  
  My last writing,
  
  **** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/17/2024

  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.

  An order was placed and we found out the order had already been placed a few days before. Tried to cancel the order and was told that three hours later it was to late to cancel. Was told I could return the items but would have to pay a 20% restocking charge and the order could have even been shipped. Poor customer service. We have 5 restaurants in our restaurant group and it will be very easy to find new sources.

  Business Response

  Date: 09/24/2024

  Hi *****, Thank you for reaching out. I have been in touch with our Customer Solutions team and have learned that we have been able to provide you a no-cost refund for this product. This is one of our quick ship items which usually ships in 1 business day so we do start processing your order in our ******************* right away. We implement a restocking fee to maintain lower prices for all our customers. However, I understand your concern, and if you have any further questions or need assistance, please don't hesitate to contact us at ******************************* or through live chat: *******************************************************************.

• Initial Complaint

  Date:07/30/2024

  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.

  I placed an order at the end of April 2024 for gold matte BonChef heavy weight teaspoons, tablespoons, dinner forks and dinner knives. After 8 weeks of use, the gold matte has worn off leaving my gold cutlery either completely silver or with patches of silver.I contacted customer service to advise that my items are defective and provided photos. I advised that the cutlery was hand washed with **** dishwashing liquid and in accordance with manufactures instructions. I have agreed to return the items and requested a refund. I asked if they will pay for return shipping and the packing materials. They agreed, but when I clarified they stated that they would reimburse me the cost of shipping materials with a store credit only."If you do not have packaging, we are happy to look into provide compensation back for the cost of the packaging if you can provide a receipt once it is purchased. Typically with a defective item, a replacement would be offered"I advised that I am seeking a full refund to my credit card for defective merchandise, store credit is of no use to me as I am never going to order anything through this retailer again."Since this is not typically under warranty the manufacturer may only provide a reshipment for this not a refund. I was referring to a refund in store credit for the packaging to return the item."I have again advised that I do not want a reshipment of the item or store credit. I am asking for a full refund due to defective goods.

  Business Response

  Date: 08/06/2024

  Customer has been advised that products will need to be returned in order for manufacturer to inspect items for damage. Customer has been advised that the manufacturer will review the items before determining a possible refund or they will return the defective ones if they do not determine them to be defective. It can take 3-4 weeks for returns to be processed. WebstaurantStore has offered customer to bring items to ***** for them to package and label, we would reimburse for costs, or if they have a box and tissue and can tape up the box, we can arrange a pickup. Customer has not arranged for products to be returned as of Aug 6. 

  Customer Answer

  Date: 08/13/2024

  [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: 22069492
  
  I am rejecting this response because:

  Dear WebstaurantStore,
                                         As I am still on vacation, the return of the defective items will occur when I return home. Yes you have offered to reimburse costs associated with the return of the items in the form of store credit which I do not want. Reimbursement in the form of store credit was not disclosed until queried on what form the reimbursement would take. 
  I am still trying to ascertain whether a full a refund for the defective times will be refunded to the credit card I used to purchase the flatware. I am not interested in a store credit or having the items replaced. 
  4 weeks or longer is a long time to be without flatware leaving me with the added expense of purchasing new cutlery from a more trustworthy retailer without knowing if a refund to my credit card will be given for the defective cutlery purchased through your store.
  The items have been hand washed in Blue **** dishwashing liquid, no chlorinator or sanitzer has been used in their cleaning.
  I propose that I send back one fork, one spoon and one knife for the manufacturer to inspect. The manufacturer can then review the defective items and I wont be without cutlery for a month. 

  
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/14/2024

  Once again, the customer has been in contact multiple times with our Customer Solutions team and has been advised that products must be returned in order for the manufacturer to inspect them for damage. The customer has been informed that the manufacturer will need to review the items before determining a possible refund or will return them if they are not deemed defective. It can take 3-4 weeks for returns to be processed. As previously stated, WebstaurantStore has offered the customer the option to bring the items to ***** for packaging and labeling, with reimbursement for costs, or, if they have a box and tissue and can tape up the box, we can arrange a pickup. The customer has not arranged for the products to be returned as of August 14.

  Customer Answer

  Date: 08/14/2024

  [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: 22069492
  
  I am rejecting this response because:

  Dear WebstaurantStore,
                                         It has been established that I am currently on vacation and will return the items to the manufacturer for inspection once I return home. The photos provided to Webstaurant and the manufacturer by myself clearly show that the gold on the flatware has come off despite being cared for in accordance with manufacturer instructions. The emails back and forth to your customer service team was due to the evasiveness by Webstaurant in providing a clear response to questions about a refund. This is why my complaint has been escalated to the Better Business Bureau for mediation. Please see below email correspondence.
  
  
  email from your team July 27th 2024
  
  
  "We could arrange a couple different options, First you could bring the items to a ***** location where they would supply a box and packaging (we would supply a label) and we would reimburse you for the cost through provision of a receipt from the drop off and packaging process.  Second, if you locate a good box and tissue paper and are able to tape it closed, we can provide the shipping label to attach to the package, and make arrangements with ***** to pickup the package
  
  
  I asked for clarification regarding the reimbursement for ***** expenses - the reply was "The cost for the shipping supplies would be issued in store credit.
  
  
  That fact that reimbursement would take the form of store credit only should have been clearly outlined in the email from Webstaurant customer service.  
  
  
  Below is the email sent  by myself to to your customer service team on July ********* seeking clarification regarding a refund
  
  
  
  
  "Good morning,
                           A store credit is not something that I would be able to use as Webstaurant does not have anything that I need.
  
  
  I was wanting confirmation of a full refund back to my credit card for the purchase price of the cutlery.
  
  
  I do not want a replacement of the defective items or store credit"
  
  
  
  
  reply by your customer service team the same day
  
  
  "Since this is not typically under warranty the manufacturer may only provide a reshipment for this not a refund. I was referring to a refund in store credit for the packaging to return the item 
  
  
  As of today, August 15th, I still have not received any clarification as to why the flatware is "not typically under warranty despite following manufactures care instructions and having been used for less than 60 days. 
  
  
  I am still waiting for an assurance that a full refund, not store credit, will be refunded to my credit card when the manufacturer reviews the returned items and deems them defective. From my point of view, the items I received are clearly defective I have no faith that any replacement items sent would be free from defects. As such, I do expect a full refund and I would like confirmation from Webstaurant.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/10/2024

  I am still waiting for a response from WebstaurantStore from August 15th 2024

   

  Dear WebstaurantStore,
                                         It has been established that I am currently on vacation and will return the items to the manufacturer for inspection once I return home. The photos provided to Webstaurant and the manufacturer by myself clearly show that the gold on the flatware has come off despite being cared for in accordance with manufacturer instructions. The emails back and forth to your customer service team was due to the evasiveness by Webstaurant in providing a clear response to questions about a refund. This is why my complaint has been escalated to the Better Business Bureau for mediation. Please see below email correspondence.
  
  
  email from your team July 27th 2024
  
  
  "We could arrange a couple different options, First you could bring the items to a ***** location where they would supply a box and packaging (we would supply a label) and we would reimburse you for the cost through provision of a receipt from the drop off and packaging process.  Second, if you locate a good box and tissue paper and are able to tape it closed, we can provide the shipping label to attach to the package, and make arrangements with ***** to pickup the package
  
  
  I asked for clarification regarding the reimbursement for ***** expenses - the reply was "The cost for the shipping supplies would be issued in store credit.
  
  
  That fact that reimbursement would take the form of store credit only should have been clearly outlined in the email from Webstaurant customer service.  
  
  
  Below is the email sent  by myself to to your customer service team on July ********* seeking clarification regarding a refund
  
  
  
  
  "Good morning,
                           A store credit is not something that I would be able to use as Webstaurant does not have anything that I need.
  
  
  I was wanting confirmation of a full refund back to my credit card for the purchase price of the cutlery.
  
  
  I do not want a replacement of the defective items or store credit"
  
  
  
  
  reply by your customer service team the same day
  
  
  "Since this is not typically under warranty the manufacturer may only provide a reshipment for this not a refund. I was referring to a refund in store credit for the packaging to return the item 
  
  
  As of today, August 15th, I still have not received any clarification as to why the flatware is "not typically under warranty despite following manufactures care instructions and having been used for less than 60 days. 
  
  
  I am still waiting for an assurance that a full refund, not store credit, will be refunded to my credit card when the manufacturer reviews the returned items and deems them defective. From my point of view, the items I received are clearly defective I have no faith that any replacement items sent would be free from defects. As such, I do expect a full refund and I would like confirmation from Webstaurant.
  
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 09/10/2024

  no reply to the message I sent WebstaurantStore mid August. I have not yet returned the items as the business has declined to provide a response to my previous email regarding a refund to my credit card for defective goods not store credit. I still require the assistance of  the Better Business Bureau with this complaint. Thank you

  Business Response

  Date: 09/13/2024

  Product was purchased through WebstaurantStore from Bon Chef. Bon Chef requires return of product.

  Bon Chef's policy, "************** warranties each piece of stainless against original defects in workmanship and materials for the lifetime of the original owner. If any piece fails to conform to this warranty, return the piece with proof of purchase to *************. ************** will, at its option, replace the affected piece at no charge. A similar piece will be used for replacement if the original pattern is no longer available. This warranty does not cover any damage or defects caused by misuse, abuse, or failure to use proper care in accordance with the instructions provided." 

  WebstaurantStore is not able to adjust Bon Chef's return policy or decide if Bon Chef will grant money back on this product. Please work with Bon Chef directly if this resolution is still not satisfactory. 

   

   

• Initial Complaint

  Date:07/23/2024

  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.

  Order #********* ($697.69), was placed on the 7/12/24 after being out of stock for a while. The order processed and my card was charged. Then it became out of stock again and caused my order to be delayed, but the stock remained available online the whole entire time. I let it go since it was going to be on time with the first delay. Then a second delay of out of stock again came, causing this order to be time sensitive. But yet the stock remains available online. So I called. After speaking to the rep with a desperate need of a freezer for my inspection she found the bigger freezer and recommended it since this one is showing plenty of stock. Order #********* ($639.11) was created with a 7/24 arrival. The rep credited the cost difference of the product. I still paid for shipping. Now this order has an ETA of 7/29. My inspection is 7/26. Its not going to make it. Ill have to reschedule the inspection and that further delays my business from opening. This freezer is going in a food trailer. Because we went bigger we had to reconfigured the layout to make it fit, that is not easy and that cost money. But I need it for my inspection. I WILL NOT HAVE ONE by 7/24 as discussed. I asked for all shipping cost to be refunded since theyre failing hard to hold their end. They refused. In the mean time I am forced to stick to this transaction because ordering from another company will just further delay the process of obtaining a freezer. I want all shipping cost to be refunded.

  Business Response

  Date: 07/30/2024

  We were sorry to see that the original item was backordered, and that the new order would not arrive in time. We did provide a store credit to cover the difference between the cheaper back ordered item, and the more expensive item the customer ended up purchasing instead. ********************** does not guarantee ground/common carrier shipment delivery dates, and we also do not guarantee stock of items. We provided the customer with this information multiple times, including before they placed the new order for the different item. This is found under "Delivery Time" on our Terms of Sale page here: ********************************************************************. The reason we do not guarantee delivery dates is in case something happens in transit such as a delay or mechanical issues. In this case, there was an issue with the carrier where the truck broke down, causing a delivery delay. Because we do not guarantee delivery dates, we would typically not provide any compensation. In this case, we did reship the item from a different location in hopes that this could deliver quicker, again with no specific guaranteed delivery and this was relayed to the customer as well. The customer wound up going to the carrier and picking this unit up without prior authorization. Because they have picked up one of the freezers, the other freezer is being returned to our warehouse since only one freezer was ordered. 

  We do acknowledge the customer's concerns, and we provided reasonable solutions by providing a credit so the customer could get a more expensive unit for the price of the cheaper unit, and we attempted to reship when there was a mechanical issue with the carrier. Because we explained to the customer that delivery dates are not guaranteed, both before and after they placed the order, we will not be refunding the customer their shipping costs. 

• Initial Complaint

  Date:07/14/2024

  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.

  I ordered several items on 7/5/24. When they arrived on 7/14/24, 3 of the items were missing expiration dates or ****** codes. These items were the Capora caramel, chocolate, and pumpkin sauces. They had nonsensical codes printed on each of them (P1980 *****, P1981 *****, P1386 *****). I have absolutely no idea if these have been sitting at the back of a shelf for 5 years and are unsafe to consume (they do contain dairy) or if they were manufactured recently. I reached out to Websteraunt Store 3 times and they have ignored my request for more information on the expiration dates and subsequent requests for a refund of these 3 products.

  Business Response

  Date: 07/24/2024

  We are sorry to hear the customer is having trouble receiving the information. Our customer service reps have reached out via email on 7/9 and 7/10 to explain that ****** uses lot codes and how to read them. Here is the information for the customer that would have been in the emails:

  P1980 *****: Produced on the 137th day of 2024, or 5/16/2024
  P1981 ***** : Produced on the 137th day of 2024, or 5/16/2024
  P1386 *****: Produced on the 269th day of 2023, or 09/26/2023

  The shelf life/best by date of the products is 1 year from the production date, or 4-6 weeks after being opened. If the customer has any questions, they are more than welcome to reach out to us!

• Initial Complaint

  Date:06/28/2024

  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 box the product was shipped in was completely mangled on delivery. There was no signature required and the box was dumped in front of my house. The grill inside is badly dented in multiple areas. The legs that came with the grill are also bent. It could be a safety hazard to try and use this machine.Webstaurant should not have shipped this product from the get go when it's so clearly damaged and potentially dangerous.

  Business Response

  Date: 07/01/2024

  We are sorry to hear that the customer is unhappy with the product that they ordered. This customer ordered a "scratch and dent" item from our website. We have a special section where we sell products that were damaged and returned. That page can be located here: **************************************************. The damage is usually cosmetic in nature, and all of the items sold there are tested to make sure they work and that the product is safe to use. We also provide pictures of the damage and indicate where that damage is on the item listing. We also discount the price of the item. In this case, the photos the customer submitted where they point out the damage to the backsplash is the damage that was shown on the item's listing page before purchase. This is not new damage. Photos from the listing are including in this response. With there being damage to the leg/s, that does appear to be new damage from the carrier in shipping, and we apologize for this damage. If the customer lets us know how many legs are damaged, we would be happy to send them new legs for their unit. 
  
  We do acknowledge the customer's concerns. Because the damage to the unit itself was included directly on the item's scratch and dent listing before it was purchased, we will not be providing additional compensation. We would be happy to send the customer new legs though as that damage was not previously reported for the item.