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:05/17/2023

  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.

  This company did not provide adequate information on the specs associated with a product on their website. I received the items and immediately realized they would not work for me and started the return process, all three items were unused and in their original packaging. It cost $13.11 to ship the product to me. I spoke with a customer service representative and they agreed to waive the 20% restocking fee due to the circumstances, but once they received the order which I shipped using their ***** packing slips they charged me $190.58 in return shipping. The total cost of the original bill was only $259.97, meaning they took most of the product cost and unfairly charged it as return shipping. I am a shipper myself for my business and know for a fact that shipping ***** ground is not even close to this expensive and believe I have been treated unfairly. I already tried to resolve the issue with their customer service agents and was told that $190.58 was the correct return shipping cost.

  Business Response

  Date: 05/24/2023

  We were sorry to hear this product did not fit the customer's needs. This item has a manual available for customers to see on in the Resources and Downloads section of the item page seen here: *******************************************************************************************************. Because this information is available for customers, this would be a standard return and consist of the return shipping and a restocking fee as outlined on our Terms of Sale page here: *************************************************************************;

  The item does have a free shipping sale currently, and the customer did not actually pay shipping for this product originally. The $13.11 charge was for the other item that was purchased. While this had free shipping out, we would not cover the shipping cost to return the product. This item has a shipping weight of approximately 37 pounds, so returning the two of them would have a higher shipping charge since weight is a big factor in the calculations. We looked into this shipping charge further with our shipping team, and they did find that the return shipping calculation was incorrect. The correct amount for return shipping should have been $42.97. We are terribly sorry about this error, and have issued a refund for the difference of $147.71. The customer should receive an email confirmation of this, and if it has not already been posted (the refund was issued on 5/19) it should post on the customer's bank account within a couple of business days. 

  We acknowledge the customer's concerns, and have been able to dig into this deeper. We found where we erred, and have issued a proper refund.

  Customer Answer

  Date: 05/30/2023

  [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 was refunded for a portion of the shipping charge.  
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/09/2023

  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 a brand-new, $1300 **** coffee maker from this company and it arrived dirty/used. It had coffee grounds all over it, it was filthy, and it was missing parts. I am building a restaurant so the box was not opened during the return period (my mistake) but the company is now telling me they "don't sell used products", essentially gas-lighting me and accusing me of lying. I sent them pictures of the packaging and filth on this product and they refuse to make it right by sending me a NEW replacement unit. I suspect this item was used, returned, and not checked/cleaned before sending it back out, without all of its parts. I am not even asking for a refund, I just want the unit replaced with a new one.

  Business Response

  Date: 05/11/2023

  We acknowledge the customer's concerns with regards to the product purchased. The manufacturer, in order to provide ultimate quality control, will test these units with coffee prior to shipping them out to customers. This process does mean that sometimes grounds or water will be left behind and be on the item when the customer receives it. We do have this information listed directly on the item page here: *********************************************************************************************************************************;

  Under the specifications table, there is a box with "Customer questions about this product" and underneath that, we have the question asking "Why are there coffee grounds in my new unit?" and include the answer of "For ultimate quality control, **** tests these units before shipping them to the customer. This process can occasionally leave leftover coffee grounds or water behind."

  With regards to the missing parts, the customer indicated that they are missing the hopper. While we do typically require notification of missing pieces within 5 business days of delivery, we would be more than happy to have a hopper sent to the customer for their product. This is the resolution we can provide at this time.

• Initial Complaint

  Date:04/30/2023

  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.

  On October 17 I ordered a remote rheostat control line heater for my kitchen. My card was charged in full for $1,136.24 at that time. I recieved the control equipment in February. Then the line heater came in March. Our licensed electrician, hired to install this, said that the two sets of equipment were incompatible, there was no way for it to work, no install possible at any price. So we returned it. We recieved only a partial refund, it should have been a full refund, The seller still owes us $250.39 in restock fees. Should be no restock fees if nonfunctioning product is sent.

  Business Response

  Date: 05/08/2023

  We were sorry to hear the customer may have received the incorrect item. When the customer contacted us via live chat originally asking to return the product, we outlined the standard return process, which includes the restocking fee and return shipping being deducted from the refund. This is outlined on our website under the Terms of Sale page here: *******************************************************************

  The customer then let us know that they believed they were sent the wrong item by the manufacturer (it is not a product we stock in our warehouses) so we asked the customer to provide a picture of the packaging and/or of the item's serial plate that shows they received something different than what was ordered. The customer said they would take the pictures, and that they would respond to an email from us with the photos. We sent the email requesting the pictures, and told the customer if the item is confirmed to have been incorrect, the fees for the return would be waived. 

  Instead of sending the photos, the customer stated in their email reply, "Just give me the shipping address. Do I need to place anything inside the box?" We responded explaining we would get the return information for the customer and the products would be returned and inspected, but that if the product is deemed to have been the correct one, the restocking and return shipping costs would be deducted from the refund. The refund we received from the manufacturer indicated the correct item had been sent to the customer, so we moved forward with the standard return and deducted the restocking and return shipping costs from the return as outlined for the customer on our website, in their initial chat with us, and in the email correspondence with the customer. 

  We do acknowledge the customer's concerns. Because they did not provide the requested information, and it was deemed the correct item was sent to them, the standard return was applied. We will not be providing further compensation at this time.

  Customer Answer

  Date: 05/14/2023

  [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:
  What we ordered is what we recieved. HOWEVER, what these charlatons are selling cannot ever work. Per licensed electrician, the two parts cannot interact or talk to each other. So the numbers match their website, but they are offering a promise of perfromance that can necer be. That is why there should be no restock fee, and refund due us. Noting in their response that they are selling something that they do not stock and do not know. But they still have to stand behind what they are selling, as it is they who took our money and failed to send what was promised. 
  Regards,
  
  ***************************
  

  Business Response

  Date: 05/22/2023

  We would like to thank the customer for that clarification. The information of the remote not being compatible with the warmer is what we were missing. While we do not have a way to determine this with the manufacturer since the product was already returned and the return was completed, we will go with the customer on this and issue a refund for the restocking and return shipping charges, the $250.39 mentioned. The customer will receive an email confirmation once this is entered, and it should show up on their account within about 3 business days. 

  Customer Answer

  Date: 05/22/2023

  [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:04/29/2023

  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.

  Ordered a **** Coffee maker from www.webstaurantstore.com. The item arrived broken / not functioning. I contacted the business and provided video / photo evidence that the item had arrived not working. Business refused to replace or repair the item.

  Business Response

  Date: 05/04/2023

  We were sorry to hear that this product may be defective and is leaking. WebstaurantStore does not hold title to any warranties. All warranty situations are handled through, and by, the manufacturer. We have this outlined on our Terms of Sale page here: *********************************************************************. Under "Warranty Policy" we state: "If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled 'Warranty' on the item's page. All warranty claims are handled based on the manufacturer's warranty policy." The manufacturer for the customer's product prefers to work with the customer directly. We have informed the customer of this, and have provided them with the contact information for the manufacturer. The customer just needs to contact the manufacturer at either tech.service@****** or by calling ************, and they will get this handled under the warranty. We do acknowledge the customer's concerns, and have provided them with the information needed in order for them to get this resolved under warranty with the manufacturer. There is nothing further we will be able to provide at this time, as the customer must follow the warranty process. 

   

  Customer Answer

  Date: 05/10/2023

  [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:

  Web Restaurant Store sent me a broken product, as such I was unable to use it  

  When I contacted them to return the broken product I received, they refused to exchange it for a working unit or to refund it despite their publicly posted return policy:

  *****************************************************************************************

  consumables, as long as they are unused, in the original packaging, and returned with 30 days of receipt.

  My item was unused, in original packaging and I contacted them the day I received it. 
  

  I am contacting the FTC and my local representatives to report false and deceptive advertising, as well as deceptive business practices.  
  
  Regards,
  
  ****

  Business Response

  Date: 05/11/2023

  The picture showing the leak does mean that this was attempted to be used. Our return policy also states that the products must be unused. Because the customer tried to use this and it did not work properly, it falls under the warranty policy and does not fall under the standard return policy. The customer needs to reach out to the manufacturer under the warranty so that they can take care of this for him. We have acknowledged the customer's concerns, and have provided the information to them in order for them to get this resolved under warranty. We will not be providing anything further at this time.

  Customer Answer

  Date: 05/12/2023

  [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:
  

  The picture is of how the item arrived, broken. It was unusable because it was broken from time of arrival. Company's return policy is not honored by the company. 

  After failing to honor their own Return policy, they provided contact information for ****. I contacted **** and **** acknowledged the item had arrived to me in faulty / unusable condition. This may have occurred because of WebrestaurantStore mishandling it or mis-storing the item. Whatever the reason, they did not honor their stated return policy and did not provide the "outstanding" customer service their website promises (see below). 

  This business: 1) Does not honor their return policy; 2) Sells faulty products (as documented in my photos); and 3) makes false and misleading claims about its customer service (see bellow). 

  Regarding point #3, this is a quote directly from their landing page (link below): "Our fast shipping, low prices, and outstanding customer service make ********************** the best choice to meet all of your professional and food service supply needs."

  *************************************************************************************************************************************************************************************************************************************
  

  The customer service is anything but "outstanding." It's some of the worst customer service I have encountered.

  Since this experience, I have done research on how poorly the company is run, and there are firsthand accounts from employees online (see link below). Here's just one excerpt: "Employees there are now being overworked and burned out" 
  

  ****************************************************************************

  As such, it's no surprise the customer service is poor and the company does not honor it's own policies.

  Regards,
  
  ****

  Business Response

  Date: 05/18/2023

  We do acknowledge the customer's concerns. Because the product was used, it does not qualify for our return policy/process the customer outlined. The customer must resolve this through the warranty with the manufacturer. Additionally, the customer has filed a dispute with their bank/credit card company. Because a dispute is open, we are not able to provide any refund or resolution. The reason for this is if we refund the customer and they also win the dispute, they would be refunded double. If the customer drops the dispute and we can confirm it has been dropped, we can then make a one-time exception to issue a refund. In the future, if the customer does not wish to go through warranty processes if a product is defective, we will not be the best supplier for them, as they will need to go through the warranty process. If the customer drops the dispute and reaches back out to our Customer Solutions team, we will then confirm it was dropped and issue a refund.

• Initial Complaint

  Date:04/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and the order was marked as delivered but i never received the package, and customer service was beyond rude and told me they can't help me i have to file a complaint with my building. how is that possible to not assist the client

  Business Response

  Date: 04/20/2023

  We are sorry to hear that the customer does not have the products. The tracking information shows that this delivered to the mailroom of the customer's complex. Because this delivered to the customer's mailroom, we will not be providing compensation at this time. The customer will need to file a report with their building to recoup funds if this is unable to be located within the mailroom. It is common for carriers to deliver shipments to mailrooms if the location is a big complex such as this. We do acknowledge the customer's concerns. Because this delivered properly to the customer's building complex mailroom, we will not be providing compensation.

• Initial Complaint

  Date:04/12/2023

  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.

  We ordered two paper towel dispensers from Webstaurant on 2/15/23. ***** tracking shows delivery on Friday, Mar 17, 11:28 PM, however, only one of the items arrived. Webstaurant is saying both were delivered and that if I care to return the one item we received that we have to pay shipping and a 20% restocking fee and, apparently, eat the entire cost of the one item that did not arrive.

  Business Response

  Date: 04/19/2023

  We were sorry to hear the customer had not received one and wished to return the other. With regards to the return, the customer let us know they wanted to return because it arrived too late. We do not guarantee delivery dates, and there was a significant weather delay. Because of this, the standard return process (restocking fee and return shipping) would be applied. 

  On 4/13, we emailed the customer saying that we could refund the customer for the product that was not received. We also offered to reach out to the manufacturer to inquire about returning the product with a waived restocking fee and return shipping. We asked the customer if they would like to proceed that way, but have not heard back from the customer. We do acknowledge their concerns, and have attempted to resolve this. If the customer wishes to proceed with the resolution, they can reach out to [email protected] and we will be happy to help!

• Initial Complaint

  Date:04/08/2023

  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.

  Product was delivered 3/31/23. Product arrived damaged. We contacted the business on 4/8/23 via their live chat and were told we were outside the 5 business days by one day for submitting to them that the product was damaged. We paid $427.99 for a product arriving damaged and we are being told that we cannot return. We asked for another one. Product is: ******* ***** double commercial Panini sandwich grill with grooved top and smooth bottom plates. 18 3/16 x 9 1/16 cooking surface 120V, 3500W. We ordered from an online business Webstaurant Store.com and our order number was ********. We ordered on 3/27/23. It was shipped ground ****

  Customer Answer

  Date: 04/10/2023

  We actually had this resolved by the company. Would you please close out this complaint?
  

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Hello,'I, through the company I work for, *************, purchased an item (a large platform cart) valued at a total of $622.48. It was $389.99 for the item itself, $174.62 for shipping, and $57.87 for tax, purchased on the date March 14, 2023. The business committed to provide me my product, delivered to my dock number, which I provided to them (1CS1) at the address of *******************************, Chicago IL. The freight company, ****** Freight, that picked up the product from the manufacturer, ******, or someone along the way transcribed my phone number wrong on their order (it is correct on my receipt to Webstaurant Store) and called the wrong number upon delivery attempt and wrote on their delivery slip "No answer not sure where to go" and I believe, did not make any reasonable attempts to deliver to the correct dock, reach out to building management at the front office, or ask any tenant of the building for way finding to our dock. I am confident that if the delivery driver asked anyone within the building, they would know where our dock location is, as we have sufficiently labeled docks, and are well known tenants.I received an email to my spam folder the day after the delivery attempt that I was being charged a restocking fee ($65 + tax) AND a redelivery fee. I have reached out to all three companies involved but they all seem to continue to blame each other. The restocking fee was waived by Websaturant Store, but no one has made an attempt to refund the shipping fee. (ie the $174.62)I believe considering they contracted the delivery company (****** Freight) they should take full responsibility for any issues delivering AND transcribing my phone number. I also do not believe they made reasonable effort to attempt the delivery. As, my entire team was AT the location ******************, available to accept delivery. Tracking # *********** ************** Order # ********

  Business Response

  Date: 04/10/2023

  We were sorry to hear that the customer did not receive this shipment. Because the customer did not choose the call before delivery option, any extra measures the carrier takes to try to deliver this are considered a courtesy and are not part of the standard delivery process. We were able to work with the customer and made a one time exception to waive the restocking fee for the order. We have also made an exception and are issuing a full refund for the shipping charge on the order. The customer will see this on their statement in 2-3 business days, and will also receive an email confirmation once this is issued. 

  Customer Answer

  Date: 04/11/2023

  [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:03/13/2023

  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.

  This will sound petty, but I had subscribed to Webstaurant's emails in order to get the initial discount but ended up not buying anything. Sick of receiving so many emails, I clicked "Unsubscribe" and got the notice that I was unsubscribed. I still got their emails. I have clicked "Unsubscribe" more than a dozen times over many months. I have contacted their customer service two or three times and BEGGED them to take me off their email list. Each time I was told I have been removed from the list. The most recent time I was told by their customer service that I was removed was February 9. Yet, I still get their emails. I just don't want to receive any more emails!Message from DECEMBER 5, 2022:Hello *****,Thank you for contacting us. I was able to successfully unsubscribe your email address from our promotional mailing list. This may take around 48 hours to take effect on your end. However, after that time, you won't receive any promotional emails from our site. Please let us know if there is anything else that we can assist you with.

  Business Response

  Date: 03/15/2023

  We are sorry that the emails were still going through. Our team had gone through the customer's account to prevent the emails from going through, but for some reason it did not work. We have gone back through some additional areas in the back end of the customer's account and believe we have gotten this taken care of. If there are any additional questions, please feel free to reach out to our Customer Solutions team and we will be happy to assist!

  Customer Answer

  Date: 03/25/2023

  [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. Hopefully they did figure out why they and I couldn't remove my email address from their mailing list and I won't get any more emails.

  I appreciate your help in this matter.

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

• Initial Complaint

  Date:03/09/2023

  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.

  I purchased a chocolate tempering machine in November. It did not heat up so unable to tempure chocolate. It was almost $600. I requested refund it has been seas of emails upon emails sending pictures wasting chocolate etc. finally sent back and still have not been given my money. Its been months. Just got another email today that I must wait longer just some of the many messages. They have revived the item 2 weeks ago still no refund after months of just getting authorization to return non working items.

  Business Response

  Date: 03/16/2023

  We were sorry to hear that this product was not working properly for the customer, and for the delay they are experiencing. The product was returned for inspection, and we have relayed to the customer we are just waiting on confirmation/reimbursement from the manufacturer. Our Customer Solutions representative that is working the case is in contact with the customer. For defective products, we do wait for the manufacturer to confirm the defect and issue the reimbursement under their warranty. We let the customer know that we could provide a store credit for the full amount if they did not wish to continue waiting, but we would need to wait for the manufacturer if a refund to the original method of payment is preferred. The customer did let us know they prefer the refund to the original method of payment, so we will keep contacting the manufacturer and updating the customer regarding this. We have provided the customer with a separate $75 store credit for this inconvenience. We acknowledge the customer's concerns, and once the manufacturer confirms the product is defective and issues the refund, we will supply this to the customer.