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:03/02/2023

  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.

  Order Number: ******** Order Date: February, 28 2023 I placed this order and it was canceled and my whole account was closed citing: "Unable to verify payment information." in one email I never received anything to verify my payment information. Another email I received said: "Hello,We are emailing to inform you that your order has been cancelled and your account has been closed.We are canceling your order due to activity relating to your account and are closing it based on our cancellation policy. This can be reviewed in the Policy section of our website.We are not permitting you to place orders on our site. "I don't understand why this is happening. I would be happy to verify anything requested of me but I wasn't even given the opportunity. I entered my payment information correctly. And the only activity in my account was an order placed for $100.41. Nothing else. And then on top of that it says that I am not permitted to order anything on the site? WHAT? And what do I know what to look for in your policy when I have been told nothing other than a simple payment verification issue???This is extremely harsh and horrible customer service. For something so incredibly extreme, I do feel I deserve a detailed explanation with complete information as to why this is happening to me or an apology and reopening my account because this was a mistake. I never ordered on webstaraurant before. this is my very first account and all the payment information and address for shipping and billing that I used are all my direct addresses for my residence and business.

  Business Response

  Date: 03/09/2023

  The customer will need to contact their bank regarding the verification issues. We do recognize that we may not be the right business for certain customers. We do have a cancellation policy, found here: ************************************************************************************************************************* At this time, we have outlined this policy to this customer, and we do not have any outstanding balances with them. We informed the customer that the pending transaction was voided, as funds are only captured when an order is shipped. There is nothing further we can provide at this time. 

  Customer Answer

  Date: 03/10/2023

  [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:
  There's no issue with my bank. The charge went through no problem on the side of my bank. They said everything was fine and the payment went through successfully. I use my bank all the time and there's never been any issues. I just don't understand why I can't get a straight answer. I'm sure that if this had anything to do with some type of verification, you can tell me exactly what went wrong or what error message you received. I am very bothered by this and can't let this go because I did nothing wrong and nothing is wrong with my bank. My next step is to speak with a lawyer about this because I deserve answers. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/15/2023

  We recognize that we may not be the right business for certain customers. We do have a cancellation policy, found here: ************************************************************************************************************************* At this time, we have outlined this policy to this customer, and we do not have any outstanding balances with them. We informed the customer that the pending transaction was voided, as funds are only captured when an order is shipped. There is nothing further we can provide at this time.

• Initial Complaint

  Date:03/01/2023

  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.

  Good afternoon, I bought a machine from them on 05/28/22. They shipped the machine and a part (for the machine) in two boxes and charged me in two invoices. After two months, they gave me credit for the machine because they said they didn't have it in stock, and therefore I requested to send back the part (that was sitting in my house with no purpose); they gave a p.o number to return it, and I had to send it back via ****** After receiving it, they claimed that I used the part, which makes no sense because I CAN'T use it without the machine. The part cost me $3479.05, and they are not willing to give me back my money, and the funny thing is that they still have the part in the warehouse. Please help me.

  Business Response

  Date: 03/09/2023

  We were sorry to hear the customer needed to return this due to not being able to use it. We informed the customer on 10/6/2022 that the manufacturer (and WebstaurantStore) would not be issuing a refund due to the condition in which the product was returned. When the manufacturer received the item from the customer, it had scratches and a broken pusher. A picture of the condition in which this was returned to the manufacturer is attached to this response. Our website clearly states that items must be free of damage when going through a return. This can be found on our Terms of Sale page here: *******************************************************************.

  Additionally, the customer has filed a dispute with their credit card company. When this is the case, we are not able to provide the customer with any potential resolutions, as everything will be going through a contact with the credit card company. We do acknowledge the customer's concerns. Because the item was not returned properly and free of damage, the refund is being denied. We will not be providing a refund at this time.

  Customer Answer

  Date: 03/09/2023

  [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: This is a clear lie! how can I use the part without the machine? I don't know what they are talking about. Please ask the company how can I used the part without the machine?
  
  Regards,
  
  ****************
  

  Business Response

  Date: 03/09/2023

  When returning a product, customers are responsible for ensuring it is properly packaged in order to prevent damages. Anything that gets returned, if upon inspection it is damaged, then the return is not accepted. Our return policy states directly it must be undamaged. The picture provided in the prior response shows that the product was received back at the manufacturer with a broken pusher. We relayed to the customer that because this was not received back in good condition, there would be no refund issued. We also offered to return the product back to the customer, but they said they did not want it back. Because the product was sent back damaged, and there is an open credit card dispute, we will not be providing a refund. 

  Customer Answer

  Date: 03/09/2023

  [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: ********
  

  This dicing machine is a 2 part machine. 1 part is the cover, and the 2nd is the actual machine.  They only sent me the cover and they were out of stock of the actual dicing machine. It was in its original box and its original form. There was no use for me to keep the cover of the machine if the dicing machine didn't arrive.  I returned the cover in its original box and package. 

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

  Business Response

  Date: 03/15/2023

  We do acknowledge the customer's concerns. The product was returned damaged, and this is why there is no refund that will be provided. Our return policy states that items must be returned undamaged in order to qualify for a refund. Because this was not returned in good condition, as shown in the picture provided, there will not be a refund issued. The return policy can be seen here: *******************************************************************

  Customer Answer

  Date: 03/15/2023

  [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: This is a joke, how can it be used without the machine that was never delivered? When we sent it back with ***** it was sentin  the original box and was packed we'll with the help of ****** This doesn't make sense that we used the part withoutthe machine! This is a cap for the machine what and how can we use it? 
  
  Regards,
  
  ****************
  

  Business Response

  Date: 03/16/2023

  The refund is not being denied because the product is used. We understand the customer could not use it. The refund is being denied because the product was returned damaged. Our website specifically states that returns must be "Unused, UNDAMAGED, and in the original packaging." While the product was not used, and was returned in the original package, it was not returned undamaged, and therefore the return and refund are not valid. If the customer had ***** package this, they can try submitting a claim to ***** to recoup the losses. The product was returned damaged, and we will not be providing a refund because of this. 

  Customer Answer

  Date: 03/21/2023

  [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: How can I damage it if I never used it? when I packed it at ***** the salesperson himself helped me packing it.
  
  Regards,
  
  ****************
  

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased 12 cases of 12 each forks, salad forks and knives from this company. Upon arrival, the box was disintegrating and when opening the box, the forks and knives were scattered amongst the white boxes they should have been in and those boxes were also falling apart. The flatware is very rough on all edges, and they are scratched and stained. These are clearly "seconds" or used/returns. I have left them in the box for fear of being accused of having used them. I documented the photos below upon receipt and immediately contacted the company. I tried to return them and only the knives were allowed a return, with a 30% restock fee and 26$ in return shipping fees, which leaves me with a 10$ refund for a 125$ purchase. None of this flatware is suitable for use with eating as the roughness would scratch the user. This is a serious case of "buyer beware". It never occurred to me a company would operate in this fashion. I am appalled and embarrassed to have been ripped off. I hope that the BBB will assist me in obtaining a refund for this defective set of products.

  Business Response

  Date: 03/01/2023

  We were sorry to hear about the issues with the delivery and state of the flatware the customer received. We asked for a couple of photos so that this could be addressed within our warehouse to prevent this from happening in the future. The customer provided the photos, and we have resolved this issue with the customer by issuing a refund, which the customer accepted. We informed the customer this did not need to be returned, and the customer confirmed that they saw the refund on their original method of payment. At this time, there is no further information we can provide. 

  Customer Answer

  Date: 03/02/2023

  [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. They did indeed refund my purchase price for the defective silverware. They did so in a timely manner, and I appreciate that! 
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:02/24/2023

  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.

  Purchased a refrigeration unit costing 1,700.00. No where in the product description did it indicate that the unit has to be installed in a commercial setting to receive warranty service. I have had nothing but issues with the unit. Currently it is not reading a proper temperature and freezes everything. Contacted vendor, warranty company and this business. They absolutely will not service the unit. They sold me the junk unit and I expect them to make this right. Also, the need to indicated in product descriptions that no warranty coverage. Would have certainly not purchased the unit if that was the case.

  Business Response

  Date: 03/01/2023

  We were sorry to hear that the customer's unit is not working properly. The warranty information is provided on the item page for all customers to view prior to purchasing. The item page can be viewed here: ************************************************************************************************************************************************************ On the right side of the page, above the specification information and under "Resources and Downloads," the warranty is posted for customers to view. The warranty states that for residential customers, the unit can be warrantied for 30 days from the date of delivery. The customer did contact us about an issue with the product not cooling on 9/30/2022, so we provided the customer with the warranty information so that they could contact the warranty provider for service. The customer contacted the warranty company to submit a claim on 2/21/2023. The 30 day residential warranty expired on 10/27/2022. After that time, all repairs are at the cost of the customer because the warranty technicians for the commercial product are not insured for work done in a residence. We additionally warn customers about residential use of the product by stating in the same section of the warranty, "RESIDENTIAL USERS: Vendor assumes no liability for parts or labor coverage for component failure or other damages resulting from installation in non-commercial or residential applications. Your warranty will be voided if installed in non-commercial or residential applications." We acknowledge the customer's concerns. Because the product is no longer under warranty, we will not be providing compensation at this time. 

  Customer Answer

  Date: 03/01/2023

  [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:  Warranty restriction should have been posted in the item details.  Not somewhere else.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/07/2023

  We do acknowledge the customer's concerns. The warranty information is provided directly on the item page for all customers to review prior to ordering. There is a warning on the item page as well for residential users. Because this information is provided for all customers to view prior to ordering, we will not be providing compensation for this customer. 

  Customer Answer

  Date: 03/07/2023

  [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: Should be in the main product description section. Not off to the side with ads and other junk.  You can close the complaint.  I am in IT and know how to publish reviews and do SEO to ensure they come up first in search results. I will make sure all potential Webstaurant customers are aware of the junk they sell and advise not to purchase ******** products anywhere.  
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/09/2023

  If WebstaurantStore provides misinformation, ships incorrect items, etc. we will take ownership of that. In return, customers are responsible for reviewing the entire item page prior to ordering so that they can make sure they are ordering a product that suits them. When customers place orders, they are agreeing to the Terms of Sale which includes all warranty information. The item page has the warranty document listed, as well as a disclaimer for residential customers. The item can be viewed here: ************************************************************************************************************************************************************. A picture showing where the warranty information is listed is attached to this response as well. We will not be providing the customer with compensation at this time because the product is not in warranty

• Initial Complaint

  Date:02/13/2023

  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 goods (charger plates) from Webstaurant and did not receive the correct quantity in my shipment (I was missing two thirds of the order. When I submitted this to **************** they told me that the price of the chargers had been raised since my order and if I would like to have the remaining items from my order, I would have to purchase more at the new price which was drastically different. They did not honor my original order, which is evidenced on a receipt. All I want is my order as purchased originally and for Webstaurant to fulfill the goods as contracted.

  Business Response

  Date: 02/16/2023

  We were sorry to hear that the customer did not receive the proper quantity. When we had looked into this with our manufacturer, we did find that the quantity per pack was incorrect, and the price was much higher than advertised. We offered the customer a full refund, and would not need the chargers returned. Because the customer needs the chargers, and because our site was incorrect, we are honoring the original order and have submitted an order to the manufacturer to get the customer the remaining chargers that are needed. Our Customer Solutions team has emailed the customer to let them know the new order was placed. 

• Initial Complaint

  Date:02/08/2023

  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.

  On October 27, 2022, I placed order # ******** for a ************ ************** (Sandwich prep table). The item was delivered yesterday (2/7/23). The amount paid was $7,146.76, after taxes. The item pictured on the website falsely led me to order an incorrect prep. The picture was of an entirely different model, not the actual model being sold. Via their online chat, I notified them of what occurred, but the company was unwilling to make any corrections due to the fact that, at the bottom of the page in VERY SMALL print was text that reads: "Note: 16 pan model shown." I feel as though Webstaurantstore.com has pulled a bait-and-switch, having falsely represented their product via the pictures.In regard to the desired resolution, I am seeking an exchange/replacement for the correct model. The correct model is ************* (having learned that directly from the manufacturer's website). And I understand that there is a small price difference between the two models. I am willing to pay the difference.

  Business Response

  Date: 02/15/2023

  We are sorry to hear that this item is not what the customer hoped it would be. On the item page, it is listed in multiple places that this product holds 8 pans, not 16. Directly underneath the picture, we have information for all customers to see that says "Note: 16 pan model shown." We also state that this product holds 8 pans in the Product Overview section, in the item description, and it is included in the specification sheet. The item page can be seen here: ***************************************************************************************************************************************************************************;

  The reason we cannot accept a return of the product is the product has been put into use by the customer. WebstaurantStore does not accept the return of used products, and this can be found on our Terms of Sale page here: *******************************************************************

  We do acknowledge the customer's concerns. Because the website explains to customers that this model has an 8 pan capacity and not 16 in multiple places, and because the product has been put into use by the customer, we will not be providing a return, replacement, or a refund at this time. 

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 January 19th, 2023 I purchased plastic bases for a little over $1,000 (one thousand). Instead on the porch of the house, the boxes appear to have been delivered and thrown on the middle of nowhere for the rain and the wild animals to make them useless. (the lot is over 2 acres). I kindly asked for a replacement but I was told that I'm too late (5 days limit) and also that I need pictures which I don't. I tried to resolve the issue with their Customer Service only to be treated with the utmost disrespect and condescendence. The rep was beyond horrible and refused to help me. There is a solid reason why this business has a rating 1 out of 5 on the BBB page and why so many people complain. If you have an issue the first thing to do is to go to the Customer Service. But their Customer Service only exist to tell you to **** off, nothing else. The Pennsylvania AG should be informed to investigate and hopefully shut down those Webstaurantstore scammers. This is not your typical American business anyway, just a bunch of thieves.

  Business Response

  Date: 02/09/2023

  We were sorry to hear that there were issues with the delivery of the products. The order shipped in multiple packages, and delivery occurred to the garage of the residence on 1/23 and 1/24. The customer contacted us on 2/2 stating the order was left out and damaged. We informed the customer of our 5 business day timeframe to report damaged or missing products, and this can be seen on our website's Terms of Sale page here: ********************************************************************. Because the order was high in cost, we asked for pictures of the damaged items, and the customer refused to do so, stating they threw everything away. 

  The delivery photos show the packages were protected from the elements, and the items themselves are made of an antimicrobial plastic, so moisture would not have impacted the items. The item purchased can be seen here: ************************************************************************************************************************************** After some back and forth with the customer, we made a one-time exception to issue a full refund to this customer. The refund was submitted on 2/7 and should be available in the coming days on their bank statement. 

  After we issued the refund, the customer opened up a credit card dispute. If the customer does not drop this dispute, we will have to re-capture the funds, because if we refund the customer and they also win the dispute, they would be refunded again, which would be double the refund. We acknowledge the customers concerns and have made a big exception to refund this customer. At this time, we do not have any of their funds, but if the dispute is not dropped we will have to re-capture the funds. There is nothing further we can provide at this time, and we will not be providing this customer with any exceptions moving forward. 

• Initial Complaint

  Date:02/01/2023

  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 received a credit card statement for $1000 for *************************************** in late January for an order that shipped 12/29. I never received any information about this orders shipment and it has been sitting in the wrong place for over a month now. I cannot confirm if it has been stolen or is infested with anything at this point. There has been no option to require signatures for purchases unlike many other competitors and during this economy not receiving 1k of product is devastating.I previously spoke to customer support about my use case of 2 different addresses and we agreed that email notifications should be acceptable and now on further complaint I am being told that gmail (which they knew I had) often flags their emails as spam. I called them today and they offered some of the useful feedback on how to ensure I got their product. When I spoke to them about my dilemma previously they provided no such feedback and if they had I would not have used the system the way that I did.They have no record of me opening the email (which is something one can easily obtain) and I never received it (if I did receive an email with the address being shipped to I would have changed it).I work with several other suppliers both bigger and smaller than *************************************** and I have not had an issue with not getting notifications from anywhere else. At this point, I cannot ask anyone to take the items in as I dont know if I will introduce a pestilence issue into their house or my residence.I am not sure when I will get the chance to verify delivery condition. It is a costly trip and at this point it may be for nothing. I may not be there until mid-june. If everything is still there and untouched by pests then nothing needs to be done. Otherwise I would like to be reimbursed for everything that is not in usable condition.

  Business Response

  Date: 02/07/2023

  The customer set up an auto-reorder on their account on 7/1/22. WebstaurantStore does not set up, nor maintain, customer auto-reorders. This is something customers must set up themselves, and is a feature that will automatically place the customer's desired order whenever the timeframe requested approaches. The customer set up their auto-reorder to occur every 6 months. The customer is able to turn the auto-reorder off and on, depending on their need of the supplies they order. Based on the auto-reorder timeframe, the next order was set to be shipped at the end of December/early January. 

  The customer was sent an email to their registered email address on 12/24, letting them know that the reorder was scheduled for January 1st. We also told the customer that after 12/28, they would no longer be able to make alterations. The customer had plenty of time to turn off their auto-reorder or contact us regarding this, but we did not receive any correspondence. The auto-reorder was submitted on 12/29 and shipped. The tracking shows this was delivered on 12/31 at 2:42pm and was given to the customer. Tracking information was supplied to the customer via email once the order shipped. Because the customer is listed as being residential, no signature was required. Signatures are only required on deliveries to commercial locations. 

  The customer did not contact us regarding this order until 2/1, a month after delivery. We state on our website that we must be notified of delivery issues within 5 business days. This can be found on our Terms of Sale page here: ******************************************************************** We do understand the customer's concerns. Because the customer did not turn off the auto-reorder or cancel the shipment so that they could order it to ship elsewhere after emails were sent to their registered email, and due to the amount of time that has passed from delivery, we will not be offering compensation at this time. 

• Initial Complaint

  Date:01/11/2023

  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.

  The Webstaurant store has given us a very tough time. they have a very pathetic help services, no one takes responsibility of the action they have taken nor even they connect customer to the right department.I created an account with webstaurant and placed order that was succesfully delivered to us, Then we placed another order with same debit card details and the same order not only they cancel order but also closed the account saying payment method not verified by system. while contacting them they refuse to do any help , saying contact bank. i tried asking that your system didnt validated what should i ask bank : that webstaurant system didnt validated you should tell us why there system has done this while for the former order every thing was ok?not even there ecomerce risk team never respond ,specially ****** from risk team, instead they act harsh and not even ready to help and listen to us. this is pathetic thing and webstaurant owner should take measurements for this. as it is impacting their store repute.

  Business Response

  Date: 01/19/2023

  We do recognize that we may not be the right business for certain customers. We do have a cancellation policy, found here: ************************************************************************************************************************* At this time, we have outlined this policy to this customer, and we do not have any outstanding balances with them. There is nothing further we can provide at this time. 

• Initial Complaint

  Date:01/06/2023

  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.

  I ordered a ***** cooler from online retailer Webstaurant Store on 11/20/2022 . The cooler was a surprise Christmas gift that was delivered to my sisters house. I picked it up and gave it as a Christmas gift on 12/25/2022. It is a factory damaged item. I emailed and called Websturant customer service the next business day to obtain a replacement or refund. Customer service told me that due to a stated 5 day customer satisfaction policy I was not entitled to a replacement or refund of the item. When ordering the cooler the customer satisfactionpolicy is not evident on the order page. Only a small link to a user policy I believe this company is using predatory business practices and policies. I am requesting help to get a replacement or refund for this defective product as it is a Christmas gift for my husband. Thank you,

  Business Response

  Date: 01/11/2023

  We are sorry to hear that the cooler arrived with some damage. The order delivered to the customer on 11/20/22. The customer first contacted us regarding the damage on 12/27, over a month after the product delivered. Our Terms of Sale page specifically states, "Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a resolution for you." We have this on our Terms of Sale page for all customers to read prior to ordering with us, because outside of 5 business days, we are not able to file a claim with the carrier to receive compensation. 

  The customer has filed a dispute with their bank/credit card, so we are not able to provide any compensation to the customer until the dispute is dropped. The damage to the cooler does appear to be minor. If the customer drops the dispute, we are willing to provide a one-time exception and issue a partial refund of 30% off of the price of the product. If the customer drops the dispute, reaches out to our customer solutions team and we can verify it was dropped, we are happy to provide that partial refund to the customer's original payment method. Without dropping the dispute, there is nothing we can provide to the customer. 

  Customer Answer

  Date: 01/17/2023

  [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: I have dropped the dispute with my credit card company and the charge was found to be valid. I have also asked my credit card to drop the dispute. The exception of a time credit of 30% is not acceptable as this is a factory damaged item that is covered under a 90 day warranty. 
  Webstaurant store refuses to discuss or honor their warranty. I am asking the BBB to please assist .
  
  Regards,
  
  *************************
  

  Business Response

  Date: 01/25/2023

  We are sorry to hear of the issues with the cooler. When the customer first contacted us, we were told the product was damaged. Damages do fall under a policy that is different than a manufacturer's defect. If the customer believes this was a factory defect, then we would be able to go through the item's warranty to assist. We have confirmed that the credit card dispute has ended, so we will be able to work with the customer on this to resolve it under warranty. A Customer Solutions Specialist will be reaching back out to the customer within the next day or so in order to get this resolved through the warranty.

  Customer Answer

  Date: 01/28/2023

  [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,
  
  *************************