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:03/27/2024

  Type:Delivery 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.

  On 03/08/2024 I ordered the 50lb. bag of Butterfly popcorn kernels online from the Webstaurantstore. A few days later I received my order. I opened the package approximately 1 week later (after using my existing supply of popcorn kernels) and popped a batch, only to find that instead of Butterfly popcorn kernels, the bag contained mushroom popcorn kernels. I filled out the customer contact form online that day, detailing my issue. To date, I have not received a response.Today, 03/27/2024, I received an email requesting a review of the product. I could not submit a review because their system reported "no orders found" and I didn't have an order number. I attempted to find a phone number to contact the company, but was unsuccessful in locating one.

  Business Response

  Date: 03/29/2024

  We are sorry to hear that the customer received the wrong item! The customer can either use our Live Chat or email ******************************* for assistance and we will be happy to get this taken care of for the customer. Someone will also be in touch with the customer through email about resolving this.

  Customer Answer

  Date: 03/30/2024

  I have tried to access their live chat, but could not get in without an order number. I also tried to use their web portal to notify them of the issue; however, I still have not received a response.

  Business Response

  Date: 04/01/2024

  We are sorry the customer is having trouble. If the customer wishes to use the live chat, their order number to use is 95297128. We have also reached out to the customer via email which is the email used for the order. If the customer did not receive it, they may need to check their spam/junk folder as sometimes our emails may go there. We absolutely want to assist the customer, and they can get assistance through the live chat using that order number, or replying to the email we sent.

  Customer Answer

  Date: 04/01/2024

  [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. 

  I have responded to the company's email and am willing to work with them to resolve this issue.
  
  Regards,
  
  *******************************
  

  
  

• Initial Complaint

  Date:03/23/2024

  Type:Delivery 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 am new customer of ********************** and I have already regret my decision to purchase items from them. Placed an order about $24k+ and delivery was delayed significantly. It is currently on day 8, and the item has not even been shipped yet. They promised items to be delivered on 03/22 (which already 7 days delay), but when I called them on 03/23, they told me that items have not been shipped and no guarantee it will be sent over the weekend. Webstaurant is unable to keep their promise and lie to customer. In addition, worst customer service ever!! Instead of apologizing, the arrogant customer service told me that she think their team has done great job on communicating this to me. What a pain person to deal with.

  Business Response

  Date: 03/29/2024

  We were sorry to hear about the issues the customer experienced with this order. We were able to work with the customer and our warehouses and the order shipped in full. We also provided the customer with a partial refund for the inconveniences they experienced. At this time, we have been able to work with the customer and come to a resolution which also includes the customer getting all of their products after the delay.

  Customer Answer

  Date: 03/29/2024

  [We finally received a resolution. Received compensation credit after help from Customer support lead, ***. Shipment was not smooth and having big delay but I do appreciate the effort from team lead to mitigate the issue.
  
  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:03/11/2024

  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 company would not accept a return when the product was not needed and was within the return period, day of delivery.

  Business Response

  Date: 03/15/2024

  We were sorry to hear that the customer ordered to much of the bbq sauce. Because this is a consumable product, we are not able to accept a return. We have it stated on our Return Policy page that "We are unable to accept returned consumable products. This allows us to ensure the products are good to use, untampered with, and have adequate shelf life." This can be found on our website here: *******************************************************************

  We did work with the customer on this and provided the customer with a 20% partial refund as an exception for the inconvenience. We acknowledge the customer's concerns, and provided a partial refund. We will not be providing any further compensation at this time.

• Initial Complaint

  Date:03/07/2024

  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 a vacuum chamber machine. The directions for initial setup, on page seven of the manual that came with the machine, clearly indicate to press the "on/off" button on the control panel. However, the button does not exist on the control panel or anywhere else on the machine. After communicating with customer service, they pointed me to page 6 of the manual under the heading of "programming instructions" and referenced "power the unit on - plug in the unit". Indicating that it was clear that was the process to turn the machine on/off. The machine weighs about *************************************** the back of the unit. I had a purpose built cabinet with a drawer for the machine - I can't shut the drawer w/o turning the machine off. I told them it was unreasonable process to turn the machine on/off and asked for direction on returning it. I was told that there is typically a 30% restocking fee but it would be waived under the circumstances. I was also told that the unit would have to be unused and in it's original box. I mentioned that I added the oil to the unit as required in the set up section of the manual. The person I was communicating with informed me that they would have to get additional direction given that information. I received the following email regarding my complaint and request to return the useless machine: I am following up regarding order# ********. I apologize, the VacPak-It Ultima UVMC12 Programmable Chamber Vacuum Packing Machine with 12" ************* Pump, and 10 Programmable Options - 120V, 950W can not be returned at this time. I understand you don't want to lug it around to plug it in or unplug it. You may want to find a mobile cart that you can place this on so you can move it to your outlet when it's needed, if you don't have counter space for it. If you don't want to use it any longer, you may want to look into selling it locally. Please let us know if you need help with anything else. Take care and have a good day."

  Business Response

  Date: 03/15/2024

  We are sorry to hear that this unit is not what the customer needs. The reason we are not able to return the unit is due to the oil being placed in the unit. This makes the unit considered used and unreturnable. The item can be found on the website here: **********************************************************************************************************************************************************************************************;

  The images very clearly show that there is no on/off button. Additionally, page 6 of the manual indicates that to turn the unit on it just gets plugged in. If the customer can respond to this message with 2 photos, we would be happy to look into this further. We would like a photo of the front of the manual, and of the section where it says to press the on/off button, so that we can review this. We look forward to hearing back with these photos.

• Initial Complaint

  Date:03/02/2024

  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.

  HORRIBLE COMPANY and COMPLETE SCAM! Took $524.46 of my money without ever shipping a product. Had to dispute the charge with my bank to get any resolution.BBB ASK ME FOR SCREENSHOTS, chat transcripts. I have it ALL!Order: ******** Item: Regency work table 36x72Description: ships in 1 business day for Plus members. I am a Plus member. (WAScancelled!)Spent over 3 hours begging Supervisors in **************** to get this product shipped.1. Order on Wed, 2/28/2024.2. Writing this on Sat, 3/2/2024. No product shipped, but kindly *********** is in stock and ready to ship in our warehouse.3. As of last night, I was charged $524.46 LAST NIGHT for the order, but they still have not shipped the product and cannot give me any timeframe when they will ship it or when it will arrive.This company is a complete scam. They do not supply the products they claim or advertise on their website. They do not meet their obligations. Their **************** is ABYSMAL at the very best.Avoid this place at yours and your bank accounts peril!!

  Business Response

  Date: 03/11/2024

  We were sorry to hear about the issues the customer experienced with this order. We were able to reach out to our warehouse to get this shipped, maintained contact with the customer, and also provided a partial refund for the troubles the customer experienced. We were able to confirm with the customer that all items were received. We acknowledge the customer's concerns, and were able to work with the customer to reach a resolution.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair 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.

  We bought a pressure washer from this company we went to use it, and it does not work at all. They have sent us an item that has not been tested, or is broken and refused to return our money. We even attempted to resolve it by taking it to a shop and they still will not return our money. We spent $60 at a repair shop on top of it and still havent got to clean what we wanted to get clean.

  Business Response

  Date: 02/13/2024

  We are sorry to hear that the customer is experiencing this trouble with their unit! Our Customer Solutions team is currently working with the customer and the manufacturer regarding this. The warranty is a repair warranty, and we have offered the customer a partial refund if they take it for repair under the warranty. The manufacturer has let us know they are in touch with the customer as well, as there is conflicting information with the original service company. The customer did let us know they are working with a manager at the manufacturer. At this time, we are still working with the customer to make sure this gets resolved for them through the warranty. 

  Customer Answer

  Date: 02/13/2024

  Yes, they offered us a refund of $300 on a $2600 purchase that they sent to us broken to begin with we received the broken item we took it in to get fixed with the manufacturer. The manufacturer will not refund it either so were having problems with both companies, but this is the company that we purchased it from, so I dont understand how sending people stuff that doesnt work for that amount of money is acceptable. It is not acceptable. It is horrible business practice.  We are jumping through hoops over here and nobody wants to return our money. They keep sending us to each other and neither one of them want to except responsibility for sending us broken stuff what I needed to clean is still not clean to this day because my money is tied up in this. ************** said that they would take it back but we have to get ******* to approve it which they will not
  
   Complaint: 21254065
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/20/2024

  The last correspondence we have from the customer is that they were working with a manager at the manufacturer. The customer said they would let us know what happened as a result of this conversation, but we have not heard anything back. WebstaurantStore is a distributor and therefore does not hold title to any warranties. All warranties must go through the manufacturer, which is why we provided the customer with the information. This warranty is a repair warranty, so any refund or replacement would be outside of the normal warranty for this product. In order to provide a resolution outside of the standard warranty, the manufacturer must be the ones to make that call, as it is their warranty, not WebstaurantStore's. This can be found on our website here, under "Warranty Policy": *********************************************************************

  We are still willing to work with the customer on this. If the customer can respond in the email chain they have going with our representative with information about what the result of the conversation with the manager at the manufacturer was, we would be happy to see what else we can do.

  Customer Answer

  Date: 02/20/2024

  Everyone refused refund so we have no choice but to get stolen from or forced to take product by both companies
  
   Complaint: 21254065
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/27/2024

  The warranty for this product is a repair warranty, and can be viewed here: ********************************************************************************************;

  Multiple service centers have been provided to the customer, and the manufacturer has also asked their service center to waive any evaluation fee. We have also offered the customer a refund of $300 to take this to a service center for repair under warranty. At this point, we have provided all of the resolutions and information we can. We do acknowledge the customer's concerns. Under the warranty, they must first get this unit repaired, and we are willing to provide the partial refund above for the customer to do so. We will not be providing further compensation at this time, as everything must fall under the manufacturer's warranty, which is held by the manufacturer, not WebstaurantStore.

  Customer Answer

  Date: 03/01/2024

  [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:01/24/2024

  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.

  On 12/29/23 we purchased a ******-it 7.4 Gallon Sous Vide Water Bath cooker from Webstaurantstore.com. Item #*********. Order #********. We have used this unit a total of 3 times since then. The last time we used the unit, Saturday 1/ 20/24 (32 days after purchase), I was emptying the water and wiping the machine out per normal procedure, when I noticed discoloration/rust on the inlet/outlets on the side of the unit, where the water circulates. i tried my best to wipe it off but the stainless steel was tarnished with rust. On Tuesday 1/23/24, I called webstaurant store customer service and spoke with *******************. He told me he was going to email me, and that I could reply to the email, with pictures of the issues, so they could "work on a resolution". I immediately took the pictures requested and sent it off around 9:20am CST. Around 3:00pm CST I received a response from ****, apologizing for the issue and offering me a 10% refund or store credit for the issues. I immediately responded, saying that the Sous Vide Was brand new, and I asked about a warranty seeing as it was less than a month from delivery. His response was "Thank you for your reply. This issue is not warranty related as the unit is functioning properly. Stainless steel can rust over time and the amount of time depends on how the product is handled. The 10% discount offer was to accommodate your concerns and I was able to increase that amount to 20% as store credit only. Please confirm receipt of this email and I will get the store credit added to your account. "No stainless steel product should rust or begin to rust after less than a month. Our kitchen is full of stainless steel with no rust. This is a product defect.

  Business Response

  Date: 01/31/2024

  We are sorry to hear that the customer is experiencing some rust spots on their unit. It is a misconception that stainless steel does not rust. If it is not properly cared for and wiped dry after each use, rust can form on stainless steel. We provide information on how to care for stainless steel with a buying guide on our website here: ********************************************************************************** This provides ways to prevent rust from forming on stainless steel, as well as how to remove any rust that does form. This is not a defect in the product, but is indicative of improper care.

  While this is not a defect, we do still want to assist the customer and can provide the customer with a 20% refund to the original payment method if they prefer, instead of store credit. We do acknowledge the customer's concerns, and are willing to provide this resolution even though it is not a product defect. If the customer accepts this, they can reply to the email thread with their customer service representative, and we will be able to have this issued. 

  Customer Answer

  Date: 01/31/2024

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

  There are three water ports in the system. One on the bottom for drainage and two for water circulation as you can see in the attached picture. 

  Gravity plays a crucial role in determining how water behaves on Earth and in other environments. In human-made water systems like plumbing, gravity is used to move water efficiently. For example, sewage systems are often gravity-powered, designed to flow downhill without the need for pumping. Understanding the relationship between gravity and water is fundamental in fields like hydrology, environmental science, and civil engineering, as it affects everything from the design of water supply systems to predicting the movement of pollutants in water bodies. 

  With that being said, the lowest point port has no visible signs of rust. Therefore, this shows me there is a design flaw in this product. 

  I suggested replacement, and I'll ship this one back. I'll give you the benefit of the doubt and maybe it's just this specific unit that was improperly produced. But not acknowledging this flaw, you are putting this on a user error. Ive been working in professional kitchens for 20 years. Some of my equipment is 20+ years old stainless steel showing no signs of rust. This is not user error. I can provide pictures of my personal Sous Vide that ive had for 12+ years with no signs of rust.  This product, when the issue was brought to your attention, was less than ONE MONTH OLD. 12/29/23 to 1/23/24. 25 days old. Well within a 30 day window for return. Warrantable or not. 

  Do better

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

  Business Response

  Date: 02/07/2024

  This is not a result of a defective product. If the customer is not using filtered water, the water may cause corrosion. The rusting the customer is seeing is due to care of the unit. We are willing to provide the customer with a 20% refund to the original payment method as a good faith credit, and are willing to provide the customer with store credit to purchase this item: *****************************************************************************************************************************;
  
  This pad can be used according to our cleaning specifications here ********************************************************************************** to remove the surface rust the customer is seeing. In the future, the customer will need to make sure that this unit is properly cared for, as rust is not a warranty issue. The customer can reach out to [email protected] and this can be issued.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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.

  Ordered an item from the business. Asked to return it given the condition it was sent in a produce box with no secure packaging. In addition, reached out to the customer service and they refused to return it even though I never used it and did not feel safe connecting it given the way it was sent. This company is trying to still ignore me and resolve the issue. They also refused the return and shipment. Now they are threatening me and trying to run me around in circles to get past the 90 day dispute period. Do not buy from them. They are a scam, look at their reviews online. I wish I would have.

  Business Response

  Date: 01/12/2024

  We are sorry to hear that there were issues with this order. The customer contacted us on 12/6/23 via email stating that their item did not work. One of our agents asked for a serial number on the unit itself, and if there was a part that wasn't working, or if it was the entire unit that was not working. The customer then chatted in with an agent on 12/8/23 and requested a return. We requested the same information, along with the make and model of the unit they were going to install their product in. The customer did not provide us with that information, nor the serial number of the product they purchased from us. Without this information, we are not able to begin any kind of warranty claim or return. The customer then filed a chargeback on 12/21/23. At this time, we are unable to move forward with any resolution without the information requested and while the chargeback is being processed.

  In regards to the packaging, we do sometimes use recycled packaging. The customer has sent in pictures and there does not appear to be any damage to the unit. While the packaging may not have been what was expected, without evidence to the contrary, the packaging was adequate to ship this unit. 

  Should the chargeback process through and the customer is not refunded through that process, we would be able to look into this further as long as they provide us with the information we have requested.

  Customer Answer

  Date: 01/22/2024

  I have yet to hear about a credit from the business. I emailed them back and they are not answering at all. What else can we do at this point. 

  Business Response

  Date: 01/31/2024

  We have not received any new correspondence from the customer. We are willing to look into this further for the customer, however they have not supplied us with the make and model of the unit they were going to install this in, nor have they provided us with the serial number of the product they purchased from us. Additionally, the customer opened up another dispute with their bank. We are willing to work with the customer on this issue, however they have not provided the necessary information. With the bank dispute being opened again, we will not be able to provide any further assistance. The customer is more than welcome to reach out to [email protected] with the requested information. There is no further information or resolution that we can provide at this time.

  Customer Answer

  Date: 01/31/2024

  [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: ********
  
  
  
  I am rejecting this response because: I contacted them with the serial number and as well as did not feel comfortable installing given condition it was received in. I did open up a dispute as they said they would not take it back in the same condition they shipped it in. Do not work with them, they are SCAMMERS. My bank did resolve it in my favor after seeing all of the evidence so I am grateful for that, however these people should really figure out another business venture. 
  
  
  Regards,
  
  
  
  ***** ****
  

  Business Response

  Date: 02/07/2024

  The only correspondence from the customer that we have is the initial email and the original chat. In both of these pieces of correspondence, the customer states that the unit doesn't work. In the chat, we asked the customer multiple times for the information and it was never received. Additionally, now the customer says they never installed it, so there would have been no way to determine if this was actually defective.

  The customer told us numerous times that the unit "did not work" but in this complaint have said they did not install it, which is conflicting information. Because this was never installed, there is no way to know if this is defective. If the customer was refunded by their bank, there is no further action we will be taking at this time.  

  Customer Answer

  Date: 02/08/2024

  [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 not satisfactory to me by the business, but the bank did side with me on the case given unethical business practices by you.
  
  
  
  Regards,
  
  
  ** 
  

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising 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.

  Purchase a water line direct **** Coffee Maker that worked 3-4x before failing -Contacted Webstaurant through online multiple times before getting a phone number -Talked to representative and was told they would call back and have been ghosted

  Business Response

  Date: 12/15/2023

  We were sorry to hear that this unit was not working properly. After some correspondence with the customer, our Customer Solutions team reached out to the manufacturer on the customer's behalf. The manufacturer let us know that the address in their system is showing as a home address. **** units are designed for commercial use, and warranty service is not valid for home addresses. They asked to verify if this is a home address or not, and to clarify why this may be showing as residential. We emailed the customer on 10/6, yet we did not get a reply. The email was sent to both ******************* and ****************** If the customer has not received this email, they are more than welcome to contact our Customer Solutions team with the requested email and we can move forward and contact **** on their behalf again. We acknowledge the customer's concerns, and have provided a path forward for this situation. 

• Initial Complaint

  Date:12/09/2023

  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.

  Hello, I have tried to fix this with the business but I get transferred and promised things that never happen. This is the state that one of my packages arrived in after getting lost in delivery. So this was a huge mess from the start. Appears a bottle of chocolate that I didn't order was in my box and exploded all over my items. I was trying to return these items that was impacted but can't seem to get a label to return these. This is absolutely not my mistake or error and I should not have to pay to ship back or etc. This is absolutely terrible.

  Business Response

  Date: 12/15/2023

  We are sorry to hear that there were issues with this order. When the customer originally contacted us, they were disputing the delivery saying it did not deliver. We were able to confirm that the photos for the delivery matched the photo of the house/delivery address on ****** Maps. The customer disputed this, but would not send additional requested photos. The customer then stated there was broken chocolate in their package that they did not order. The customer chatted in on 12/12, and we informed the customer that in order to provide a resolution, we will need a photo of every item that is covered in the chocolate, so that we have a clear record showing the extent of the damage. We sent an email to the customer and they confirmed they received it, yet we have not received the photos requested. If the customer responds to that email with the requested photos, we will be happy to look into this further. We acknowledge the customer's concerns, and have provided a path forward for them.