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:12/21/2022

  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.

  Our School District ordered a Salad Bar from WebstaurantStore on Sept 30th. We were notified via email by WebstaurantStore that the ship date on this item was changed multiple times. When the item was estimated to be on back order until January, I contacted Webstaurant and told them we wanted to cancel the order Oct 12th. They said they do not stock these and they are directly shipped from the manufacturer. They contacted the manufacturer, who stated the order could not be cancelled because they are made to order. the latest email estimates the salad bar to be shipped in March of 2023. How in the world could this item be in production if I attempted to cancel the order on October 10th and it is now not scheduled to ship until March 1st? I believe the consumer is being lied to in the name of corporate greed.

  Customer Answer

  Date: 12/22/2022

  Hello,

  Yes I am authorized to speak on behalf of the ******* ******************** District.  I am the Treasurer/CFO of the District and I am responsible for our $15 million budget, including all purchases.  I would like to add that this is not the first time this has happened to us with this business.  We had a similar situation in the Spring/Summer in which we ordered an item, only to find out that it was 3-6 months out after placing the order.  At that time, I also tried to cancel the order and was told I could not.  

  Thank you,

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

  Treasurer/CFO

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

  Business Response

  Date: 12/29/2022

  We are sorry to hear that the lead time for the product keeps getting pushed back. For made to order items, they are typically not able to be canceled once they are in production, which is why we state on the item page that this may not be canceled or returned once the order is placed. We do understand the customer's concerns because of how far this was pushed back. We have been, and continue to be, in contact with the manufacturer to try and get this canceled or produced quicker. They are currently catching up in correspondence from the holidays as they have been closed. We will continue working on this and will keep updating the customer via email.

• Initial Complaint

  Date:12/21/2022

  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 retractable water hose and prior to the purchase the website shows it with the nozzle attached. When I received the item it did not have the nozzle. I contacted them and asked for them to send me the nozzle and they indicated it does not come with one. They stated I could return the purchase with a 20% restocking fee and pay return shipping, then I could buy the one that does come with the removable nozzle. When they gave me the link for the one recommended, it is the exact model i already purchased. When I asked why they can't just send me the nozzle they are now saying I must contact the manufacturer. I contacted the manufacturer and they stated they only sell to companies who resale their item and they cannot sell to the public. Once again, I contacted webstrauant and they continue to push me to return my item and repurchase the same item and nozzle together. I even indicated i would just purchase the nozzle from them and they refused. The main issue is that I cannot just purchase any nozzle for the local hardware store because this is a specialty hose/nozzle for a Veterinary Clinic.  Please help, I do not feel i should have to pay additional money on an already $377 item they falsely advertised.

  Business Response

  Date: 12/27/2022

  We were sorry to hear this product was not what the customer was needing. When looking at the item page, there is no indication that the product comes with a nozzle. It is listed as a reel with a hose. We did find that there is a nozzle the customer can get from the manufacturer. When the customer let us know they reached out to the manufacturer but the manufacturer would not sell directly to them, we emailed the customer a special order form to complete. If the customer has not yet filled out the form, they can do so here: ****************************************************** We can then reach out to the manufacturer to place an order for the compatible nozzle that is sold separately. We do acknowledge the customer's concerns. While the nozzle is sold separately and will need to be purchased by the customer, we are willing to work with them to get the nozzle ordered if they have not already filled out the special order form.

• Initial Complaint

  Date:12/17/2022

  Type:Billing 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.

  Hi there I was trying to purchase a quantity 20 of item#:************ this afternoon on 12/17/2022, and it lets me go to the review and payments page but never confirms my order. It keeps showing an error that I should try an alternate payment method. But it takes money out of my account and refunds it minutes later. Why is it doing this and what's the solution?

  Business Response

  Date: 12/19/2022

  We are sorry to hear that the customer is having trouble getting the order to go through. There could be a few different reasons why it is not going through, and our Customer Solutions team will be happy to look into this with/for the customer so that it can get straightened out. Please reach out to our Customer Solutions team via our Live Chat and we will be happy to help!

• Initial Complaint

  Date:12/12/2022

  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 placed an order with them and It shipped when I was out of town. I had someone secure it for me but there was not a packing list for it to be verified. I called The company when I got back into town to tell them that one item was left out and it was told that because it was more than 5 days they could do nothing. Not even refund what I paid. I was told that there were 3 tracking numbers on the order and I only had 2 so I asked for the tracking numbers so I could call *** **. I went online and tracked all three numbers and the deliverer took pictures of what was left. It was clear that the missing item was not with the order. I have gone back and forth with the company and they are refusing to send the item or to return the money for something I paid for but did not receive. The order was place on Nov 25 and Nov 27. Most was received the week of Nov 28. I contacted them on Dec 10. I was out of town the week of the 28 until the 8th. I had placed another order and it came damaged so the 8 and the 9 was spent dealing with that so I did not check the order until the night of the 9th in which I realized I was missing 1 item. I took a chance and emailed not thinking that I would get a response until Monday but received a response on Saturday and we have been emailing back and forth since then. I called this morning to be told that I would have to take it up with my credit card company.

  Business Response

  Date: 12/15/2022

  We are sorry to hear the customer was missing one of the chafers. The reason we list on our website we must be notified within 5 business days of any damaged or missing product is so we can file a claim with the carrier. After that timeframe passes, the carrier will not accept the claim and compensation will not be provided. The packages delivered on 11/29, and we were not contacted until 12/10. We will make a one-time exception and issue a refund for the one chafer. The customer will receive an email once this is issued. We will not be providing this type of exception to the customer in the future if we are notified of delivery issues outside of 5 business days.

  Customer Answer

  Date: 12/15/2022

  [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:12/09/2022

  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.

  We purchased a 48" x24" stainless steel table on 11/28/2022 for $218 (Order #********). The table arrived looking like it had been thrown down a flight of stairs. It was poorly packed with nothing preventing the top and bottom shelves from rubbing together during shipping. It had several dents, scuffs, and scratches. One bolt holding the top together broke off and caulking was splitting. I contacted The Webstaurant Store to return it, hoping to exchange it for an undamaged table. The web chat robot told me to set up an account and fill out a claim. The claim function told me my order was not eligible for return. I asked the robot to connect me with a person, which it did. Per *******************'s request, I submitted photos of some of the damages via the chat function. ******** told me that Webstaurant does not accept returns on damaged items. I was baffled by this policy and asked to speak to a manager. She said that she had the authority of the manager and that she could give me a 15% refund and I keep the table. I told her that I wanted a table in good condition like I ordered, she again repeated that they do not accept returns on damaged items. After some back and forth she said that she could give me a 35% discount, and that I could take it or leave it, either way I wasn't getting a new table. I felt like I had no choice, so I accepted the $67 refund. Since I was keeping it, I removed the remaining plastic wrap and assembled the table, only to discover more damage as I did. So now we have a busted up $150 table instead of a nice new $218 table. This no return policy is absolutely ridiculous, especially since the item was poorly packaged, and we feel ripped off.

  Business Response

  Date: 12/13/2022

  We were sorry to hear that this order arrived damaged. Typically, when products arrive with cosmetic damage, we will offer a partial refund for the customer to keep the product as is. We started by offering the customer 15%, and the customer replied that they would like 50%. We then offered the customer 35% to keep the order as is since it was in the middle, which the customer accepted. We will make an exception and refund the remaining 15% to get to the customer's requested 50%. They will receive an email confirmation once this is processed. 

• Initial Complaint

  Date:12/09/2022

  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.

  After placing an order for a catering event (the event is 12/17/22), I received an e-mail that the order was delayed (attached). I contacted customer service and they refused to confirm that I would have the product on time. I therefore asked them to cancel the order. The agent told me she had to do some "research." I then received an e-mail that part of the order could not be canceled, despite that it has not even reached their warehouse. Since they could not guarantee delivery, and because I have a catering commitment on 12/17/22, I had to source the product elsewhere and I did. Despite the foregoing, they refuse to cancel my order and want to fight with me over $150. They are in the food service business and well aware they are dealing with caterers, restaurants, etc. that have customer deadline that cannot be changed. All relevant e-mails are attached.

  Business Response

  Date: 12/13/2022

  Both of the products ordered are listed on our website as having a 3 week lead time. Both products have the following disclaimer paragraph on their item details page: "Because this item is not stocked in our warehouse, processing, transit times and stock availability will vary. If you need your items by a certain date, please contact us prior to placing your order. Expedited shipping availability may vary. We cannot guarantee that this item can be cancelled off of the order or returned once it is placed." Here is a link to one of the products ordered: ************************************************************************************************************************

  The customer did not contact us prior to placing the order, and this was estimated to ship sooner than the 3 weeks we provide. The product shipped today, 12/13, which is the estimated shipping date we gave the customer when they contacted us on 12/8. It is also estimated to deliver before the customer's need by date. We could not confirm if the customer would have the product in time because we do not guarantee delivery dates. We were able to cancel part of the order at the customer's request, but the other product was not able to be canceled by the manufacturer/our supplier. This is why we have the disclaimer directly on the item page. This is also a perishable product and is not eligible for a return. If the customer refuses the shipment, no refund will be given. WebstaurantStore takes responsibility when we make a mistake, and in return we expect our customers to look at the details of the product to ensure they are ordering something properly and if they have a specific need by date, our customer solutions team is available to answer questions. We do acknowledge the customer's concerns. Because we have it on the item page that the product may have a 3 week lead time and also that the product may not be able to be canceled or returned once the order is placed, we will not be providing compensation. 

  Business Response

  Date: 12/16/2022

  The customer first contacted us on 12/8 via chat after placing the order on 12/6. We told the customer at that time that we have the shipping time frame listed on the item page for them to view prior to placing the order. The estimated shipping time on the item page states it "Usually ships in 3 weeks" and we have a paragraph disclaimer stating the lead times can vary and the product may not be able to be canceled or returned. The item and this information can be viewed here: ************************************************************************************************************************
  
  

  The reason it still shipped and delivered is because we could not cancel the order. We informed the customer we would see if the order could be canceled since it is not a product stocked in our warehouse, and were only able to cancel part of the order. When the customers place orders on our website, they are agreeing to the terms of the sale. We do acknowledge the customer's concerns. Because everything is clearly detailed on the item page and this delivered properly, we will not be providing the customer with compensation.

  Customer Answer

  Date: 12/19/2022

  [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: same thing I said before.  I called customer service on 12/7 and chatted after that.  I called them as soon as I got the e-mail stating the delivery was delayed.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/08/2022

  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.

  On November 7th, 2022 we ordered (Order Number# ********) ***** ******************** Non-Stick Dual Waffle Maker - 120V (#*********). *********************************************************************************************************** The item cost 1709.95 and we paid a total of $1816.82 (tax and shipping).The item was marketed as a non-stick waffle maker. Even though we have followed the instruction manual, the waffle maker turns out to be very sticky no matter what waffle batter we used, with or without oil, and repeatedly cleaning the cooking surface using soft cloth. We contacted the Webstaurantstore on November 21th for a refund (Case Number# ************) however, they refused to accept the return and proceed to mediate communication with the manufacturer. Webstaurantstore claimed that the manufacturer offered 2 option:1. Ship out a new plate to fix the issue.2. Have us ship the waffle maker, let them fix it, and ship it back to us. However, these two options are unacceptable for us because of the following:1. The product sold wasn't as they are claimed to be. In other words, the item sold was defective.2. Loss of use, monetary, and labor cost during caused by the defective item. We are not going to spend additional fund to ship nor spending our labor to fix the defective item.3. We already come up with an alternative solution and therefore we have no use of this particular product.4. We have lost our confidence in that particular brand (*****).

  Business Response

  Date: 12/13/2022

  We were sorry to hear that the product was not working as it should have. With the product being under warranty, we contacted the manufacturer on the customer's behalf. The manufacturer did offer to have the unit returned for repair and resent to the customer, at no cost to the customer. We received the return label and forwarded it to the customer, and we also gave the customer our manufacturer contact's information. The customer was able to get in touch with the manufacturer, and they agreed to allow a return of the product and provide a refund. The customer has been provided with the information, and once this is returned, a refund will be issued. The manufacturer has confirmed this process overall can take up to 30 days. At this time there is nothing further we can provide, but we will be providing the refund once the manufacturer confirms this has gone through. 

  Customer Answer

  Date: 12/13/2022

  [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:12/07/2022

  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 *** waffle maker, for $ 672. But it is difficult to use it because the waffle keeps burning and sticking to it. At first, I tried to refund on the web. When I finished the return request, it says that the customer service center will contact me for further return processing. But no one responded for several days. After that, I sent the email for a return with a reason, and they rejected the return because I already used it. Is it ridiculous? How do I know whether this waffle maker has the problem or not? There seems to be a big problem with this company's refund policy, so I think we need to find a legal solution.

  Business Response

  Date: 12/12/2022

  We were sorry to hear that this product was not working properly. Our return process is only for items that are unused, free of damage, and are in their original packaging. This information can be found on our Terms of Sale page here:************************************************************* Because the item was not working properly, it would fall under the warranty process. WebstaurantStore does not hold title to warranties, they are handled through the manufacturer. This manufacturer prefers to work with customers directly. 

  The customer did not accept this, and we have made a one-time exception and offered a full store credit for this. We emailed the customer on 12/8 with this offer, and a request of a photo showing the cord of the unit cut. If the customer can unplug the unit, cut the power cord off, and reply to the email with a photo of the cut cord, we can then issue a store credit for the customer to use either for other products or a different model if they would like. We acknowledge the customer's concerns and have provided a one-time exception resolution outside of the standard warranty process.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with this company. I ordered two cookware items. I received one and damaged the other one I did not received. I complain with them and their answer was that I have only 5 days to report the damaged item to them. About the other item that I did not received they told me that I would have to place a new order if I wanted it. If they have this policy about the 5 days they should reply with a warning when we put the order. It isn’t right to claim they have this policy. They should have insurance with the carrier and they should be hold accountable. I even paid the shipping fee and it isn’t cheap, so I think the service I paid should be responsible with customers. No one received the package at home, so there is not proof that it was delivered and left it in a safe location or even left at my address. I mentioned them that I want to return the damaged item to them and they just stated that; that isn’t the way we do business. They need to be more professionals and responsible for what they are selling.

  Business Response

  Date: 12/08/2022

  We are sorry to hear that part of the customer's order was damaged and that the other part was not delivered. When looking into this complaint, we are not able to locate an order for this customer. We tried the email, name, address, and phone number, but cannot locate an order with this information. If the customer can please provide us with an order number, we will be happy to look into this issue.

  Customer Answer

  Date: 12/08/2022

  My order number is #********. The persons name who answers my complain is **************

  This order was placed on 11/22/2023.

  I attached order pictured.  If you need pictures of the

  damaged item I will send them too.

  Customer Answer

  Date: 12/08/2022

  Order number ********

  Business Response

  Date: 12/12/2022

  That information was helpful, thank you! We were able to look into this further, and we can make an exception and issue a refund for the damaged fry pan. This can be issued either in store credit or back to the original payment method, whichever the customer prefers. The damaged fry pan does not need to be returned, it can be discarded. In the future, we must be notified of any delivery issues within 5 business days of delivery because that is the amount of time we have to file a claim with the carrier. Outside of that time, the carrier will not allow us to file a claim and they will not be providing us with compensation. 

  With regards to the stock pot, the ***** tracking provides photos of the delivery for both products on this order. Here are is the link to the delivery of the fry pan: *****************************************************************************************

  Here is the link to the delivery of the stock pot: *****************************************************************************************

  The pictures of the delivery have also been attached to this response. The photos do show that the packages for both the fry pan and stock pot were delivered properly and to the same house. The house, door, and doormat in each photo match. Because the stock pot did deliver as it should have, we will not be providing compensation for it at this time. If the customer believes this may have been stolen off their porch, they will need to file a police report or may be able to file a claim with their insurance. 

  Customer Answer

  Date: 12/19/2022

  [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 am rejecting this response because: it ain't true that the company has only 5 days to complain to ***** about lost packages.  I am attaching screenshots of information found in ***** website.  It clearly states that they have up to 9 month to file a complain and they resolve within 5 days.  Again the amount of shipping fee that I paid ($40) should cover insurance.  Filing with the police won't help in anything.  They won’t find my pot or reimburse me.  Which insurance they want me to claim ? ?I am buying something from a company that should make sure that we the customer get the stuff we buy securely and safely.  Specially because we as a customer pay the shipping fee.  Other company’s for this amount of  purchase they provide free shipping.  This company make us to pay for shipping and if they do that at least should make sure we get our stuff safely.  I complained to them about the missing pot within those 5 days they supposedly have to complain to *****.  Every company in the USA has a policy and responsibility to satisfy customer and provide a certain time to return stuff if we the customer are not satisfied with product.  This company says “ “that’s not the way we do bussiness” they are unprofessional.  They should state in their website “our sales are final” if they don’t allow returns.  Besides, they should have provided me with a tracking number and notified me that my items arrived at my address, they failed to do that.  If they are using an expensive and big company for deliveries they should have secured packages.  I want my refund.  
  ???Regards,??

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

  Business Response

  Date: 12/23/2022

  The pictures previously supplied through the carrier show that the stock pot delivered to the same place as the fry pan that was damaged. This is proof that the order delivered correctly. Once the shipment is delivered, anything that happens to the packages or items after delivery is not the responsibility of Webstaurant Store. Webstaurant Store is not liable if packages go missing after they are delivered. We have issued a refund for the damaged fry pan, and the customer will be receiving an email confirmation with the refund confirmation. With regards to the stock pot, because the pictures show the product delivered to the correct location, we will not be providing the customer with compensation. 

  Customer Answer

  Date: 12/23/2022

  [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: it is strange how this company accept to reimburse me the cheapest pan without proof or pictures that came really damaged.  That makes me suspect that they knew in advance that the fry pan came damaged from the warehouse and not got damaged during transportation.  Box was ok but pan was dented.  How weird.  I want  my refund. This company is a cheater company.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 12/27/2022

  We provided the refund without photos because it is a lower cost item, and we understand that sometimes damage can occur in transit. We take responsibility if the carrier damages the product or does not deliver it. The reason we will not provide compensation for the stock pot that is missing is the photos from delivery prove it was delivered. We have acknowledged the customer's concerns and have provided all the information we can regarding this at this time. 

  Customer Answer

  Date: 12/29/2022

  [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:a photo taken in front of my house with a package is not proof of delivery.  Carrier person might have taken the picture and then take the package with him or her.  A signature and a name of the person receiving it is a proof.  No package was found at my address that day. Make the carrier responsible since you dont want to be responsible for your irresponsibility. I want my refund.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 12/29/2022

  The pictures provided are proof that both the stock pot and the fry pan were delivered. We refunded for the damaged pan. A signature is not required for residential deliveries, only for commercial locations. Because this was delivered to the correct location, we will not be providing compensation for the stock pot. 

  Customer Answer

  Date: 01/05/2023

  [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 received packages where I have to sign.  If I don’t sign the delivery service won’t leave them and try again next day or I have to go pick them up at their office.So, no this company is trying to invent excuses in order to avoid their responsibility towards customers.  I want my refund.
  
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/06/2022

  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.

  Order number ******** I ordered a cart on wheels in October. Upon assembling the cart one of the poles was bent and one of the four wheels was completely different than the other 3 and was not able to attach to any pole as the size was much to large. I was able to make the pole work after putting into my vice. However I contacted the company right away and asked them to send me a correct wheel that would fit. They asked for a photo. I sent a photo of the wheel up next to the pole showing it isn’t even close to fitting. Then they ask for another photo of just the wheel to see if it needs to be returned. You can see both the wheel and the bottom of the pole for heavens sake I just want the 4th wheel that should have been sent with it to begin with!!! So I’ve got a three legged cart. Unable to move horrible

  Business Response

  Date: 12/08/2022

  We were sorry to hear that a pole was damaged and that one of the wheels was incorrect. We will typically request a picture of the full item so we can determine which incorrect item was sent to the customer. This helps us determine if we want the incorrect item returned, and to also ensure we do not send the incorrect item a second time. We looked into this further, and determined we do not need the incorrect wheel returned. We have also entered a reshipment for the correct wheel. The customer will receive an email confirmation with tracking once the product ships.