Complaints

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

close

Find a Location

WebstaurantStore has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/30/2022

  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.

  Ordered a griddle and extended warranty on 10/31/2022 from Webstaurant which claims to have a 30-day refund policy. I received a griddle on 11/4/2022. I informed Webstaurant the griddle was badly damaged and requested a refund on 11/22/2022. They refused to accept return and refund, saying damaged products only have a 5-day refund policy. Despite having a manufacturer's warranty, an extended warranty, and a 30-day refund policy, I was offered a maximum of 10% of purchase price refund. It is hard enough to run a restaurant without companies lying, cheating and stealing.

  Business Response

  Date: 12/06/2022

  We are sorry to hear that this product arrived damaged. Warranties only cover manufacturer defects. Damage is not considered a defect, as it is something that occurs after the product has been produced. While we do have a 30 day return window, this is only for items that are unused, undamaged, and in their original packaging. This can be found on our Terms of Sale page here: ************************************************************* Because this is damaged, the product does not qualify for a standard return.

  We instead go through our damaged process, which states that "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 solution for you." This can be found on the Terms of Sale page here: ************************************************************** The customer contacted us 2.5 weeks after delivery, which means we are unable to file a claim with the carrier and receive compensation for the damage. We have the 5 business days listed on our website because after that time, carriers will not accept a claim. The customer also did not note the proof of delivery for the damage. There are notifications during checkout and in the confirmation emails the customer receives informing customers that Common Carrier deliveries need to be inspected at the time of delivery and any damage needs to be noted then. We tried to work with the customer by offering a 10% partial refund as a one-time exception.

  We do acknowledge the customer's concerns, and are willing to increase our credit exception to 25%. We will not be providing further compensation options because the proof of delivery was not noted for damage, the customer contacted us well outside of 5 business days for the damage, and this is not a warranty issue because it is not a manufacturer defect. 

  The customer has filed a dispute with their bank, so we are not able to provide this compensation unless the customer drops their dispute. This prevents the customer from being refunded double. If the customer drops the dispute and lets us know, we can confirm this and then supply the customer with a one-time exception of a 25% partial credit.

• Initial Complaint

  Date:11/18/2022

  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.

  I ordered two coils from this merchant (first and last time) and entered the wrong address by transposing numbers on the street number. I contacted them and let them know. They would not send out the order and state they have multiple pieces in stock and to place another order. They said they'd refund the original order in 6 weeks less 30% restocking. Their terms and conditions state:Address Change/Reconsignments If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees.They did none of the above and refuse to provide any credit for 6 weeks? A redelivery fee would certainly be less than 30% of this purchase price.

  Business Response

  Date: 11/25/2022

  We acknowledge the customer's concerns with this order. When the customer placed their order, they used a street address number that was incorrect. They placed the order with 2nd Day shipping. It shipped on 11/7, and delivery was attempted at the address provided on 11/9. The customer did not contact us regarding the order and shipping until 11/15. By this time, the carrier began the process of returning the order to the sender (on 11/14), in this case, the manufacturer. If the carrier is in the process of returning the shipment, we are not able to stop this process and have it resent or redelivered. This order is being returned to the manufacturer and will fall under our standard return process, which is subject to return shipping and a restocking fee of 30%. The redelivery/reconsignment process is available as long as the carrier has not turned the shipment around. Because the customer did not provide the information until a week after this shipped, the carrier initiated the return to shipper.

  WebstaurantStore takes ownership of its mistakes, and in return we ask our customers to do the same. Confirmation and order emails are sent to customers and include all of the order information, include the shipping address that was entered. Emails were sent to the customer on both 11/7 at 12:50pm immediately after the order was placed, and again at 7:42am when the order was shipped. This also included the link for the customer to track the order. 

  We do acknowledge the customer's concerns. Because they entered an incorrect address, delivery was attempted, and the carrier initiated the return of the package on 11/14, we are not able to have this redelivered or resent. When this is returned to the manufacturer, the customer will be refunded except for the return restocking fee that will be deducted as outline on our website.

  Customer Answer

  Date: 11/26/2022

  [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: This company is untruthful. While we acknowledge we type in the wrong address, we contacted them the day it was supposed to arrive (two day shipping.) We very much needed these two items, but they never offered to resend. Told us to place a new order and in 4-6 weeks we’d be refunded. We ordered from another supplier and received the shipment two days later.

  They also stated these items were in stock but have since changed this to they ship from the manufacture. 

  Rhey have $400+ of our money AND the latest email claims they need permission to accept a return.

  Poor look to attempt to blame your customer. We acknowledged our mistake upfront. Your lack of customer service continues to grow however.

  We have received your request for a return and wanted to follow up with you. With orders that are shipped directly from the manufacturer, we first need to contact them for approval.

  We have reached out to the manufacturer and will follow up as soon as we have the response to your request for a return. This time frame can vary depending on the manufacturer, but we will follow up within 1-2 business days.

  Business Response

  Date: 12/02/2022

  The order shipped on 11/7. With the 2nd Day delivery option, this was out for delivery on 11/9. It was not able to be delivered due to an incorrect address, so for customer security, the package was turned around to return to the shipper by the carrer. Our first contact with the customer came on 11/15, not 11/9. The customer reached out to us via chat saying this was being returned and provided us the address. We let the customer know that the address entered at checkout was a different number and that because the carrier was having this returned, we would be following our standard return process. We are not able to turn the shipment around once the carrier has initiated the return process. Once this is returned to the manufacturer, they will process the return and credit will be issued. This process can take 4-6 weeks. 
  

  We are willing to make an exception and lower the restocking fee in half, down to 15%. This is the only exception we will make, as the root of the issue is the customer entered the wrong address. Customers are responsible for ensuring everything is correct on their order. There is a final review prior to checkout for customers to check their information, and we sent multiple emails with the information, yet we were not contacted until almost a week after the delivery attempt. We acknowledge the customer's concerns, and can make a one time exception to lower the restocking fee down to 15%.

• Initial Complaint

  Date:11/14/2022

  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.

  This company should be put out of business. They are scamming people and not abiding by their own return policy. I purchased a scale from WebstaurantStore on 10/31/22 and it arrived 11/7/22. I unpacked and attempted to use the scale on 11/13/22, but the scale was broken and would not zero out. I followed the directions to zero the scale, but it did not work. I contacted WebstaurantStore to return the item for a refund and they advised I had to contact the manufacturer first to try to fix the issue. I called the manufacturer and was unable to solve the issue after working with tech support. Tech support advised I would need to go back to WebstaurantStore and let them know we were unable to fix the item and return it for a refund. WebstaurantStore refuses to allow me to return the item for a refund and keeps telling me I have to repair or replace the item through the manufacturer. I do not want to repair or replace the item since it is such low quality and never worked in the first place. I worry I will continue to have the same issue and do not want to go past the 90-day return window and the scale stop working again if I was able to have it repaired/replaced. I want to return the item and should be able to do so within the return policy window, however WebstaurantStore is refusing. Their customer service is incredibly rude and condescending and unwilling to help their customers.

  Business Response

  Date: 11/18/2022

  We were sorry to hear the customer's product was not working. WebstaurantStore does not hold title to warranties, they are all through the manufacturer. This is why we provide customers with manufacturer contact information and tell them to contact the manufacturer. Our reps did miss that for this manufacturer, they will confirm the defect with the customer and send them back to us so we can reach out to the manufacturer on their behalf to initiate a return of the defective product. We do apologize for this mistake, and we have reached out to the manufacturer. We are confirming information with the manufacturer and customer, and will be receiving a return label for the customer to send back the defective product.

  The warranty is a replacement warranty, but we will make an exception and have the customer refunded once the product is confirmed to have been returned. The customer did mention that they would file a dispute with the bank/credit card. Please be advised that if the customer does this, we will not be able to move forward with the resolution because we cannot do anything while a dispute is open. We are working on this and will continue to work through the warranty and exceptions with the customer.

  Customer Answer

  Date: 11/18/2022

  [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 have already filed the charge back with **************** because multiple customer service representatives refused to assist me. Funny how now you can magically refund me now that *** filed a complaint and left a public review regarding my experience. If you can refund me, I can reach out to **************** to see if I can cancel my charge back request and let them know the issue has been resolved. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 11/25/2022

  The reason we are able to refund the customer now is we have recognized where our reps made a mistake regarding the next steps in the warranty process with the manufacturer, and we want to assist. We are only able to issue a refund once we confirm the dispute has been dropped. The reason why is if we refund the customer and then the dispute is not dropped or we lose it, the customer would be refunded twice: once by us and once by the card company. Once the customer lets us know the dispute was dropped and we confirm this, we will be more than happy to have the refund issued, as this was a mistake on our end. 

• Initial Complaint

  Date:11/03/2022

  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.

  Ordered the bone saw machine from webestaurantstore order number ******** the saw # ******** arrived damaged and makes loud noise than usual when open . Have contacted manufacture for return but they only agree to refund 50% and we have to pay shipping to ship it back. The machine itself is $1500 and we can only get 700 back and pay for shipping? Im not satisfied with their return policy. Its unused and damaged upon arrive. We have sent pictures to the site also manufacture but they cant do anything.

  Business Response

  Date: 11/09/2022

  We were sorry to hear that the saw was not working properly. WebstaurantStore does not hold title to the warranties of products. All warranties are handled by the manufacturer. We contacted the manufacturer, and they are willing to accept a return of this unit for inspection. If the product is defective, this will be taken care of under the warranty. The 50% restocking fee from the manufacturer is if the bone saw is not deemed to be defective. Because the manufacturer is accepting the return for inspection and the warranty process has begun, there is nothing further we can provide at this time.

• Initial Complaint

  Date:10/24/2022

  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 have asked repeatedly that I be taken off this company's email list- they are fully aware that the unsubscribe link does not function and yet they continue to send them. This I know seems very minor in the grand scheme of things but it does point to a greater issue of companies such as these controlling what people see even after they have opted out of being directly marketed to. I feel these practices are in violation of personal, private and professional ethics and need to be dealt with. Thank you for your assistance in this matter. Cheers, ****

  Business Response

  Date: 10/27/2022

  We were sorry to hear that the customer no longer wishes to receive communication from us. We have removed the customer from our system, so they should no longer receive contact from our company.

  Customer Answer

  Date: 11/07/2022

  Thank you for the work you did on my behalf. I believe the matter has been resolved- solely from your efforts and I truly appreciate it.

• Initial Complaint

  Date:10/23/2022

  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 new stainless steel table from the seller, WebstaurantStore, on 10/11/2022, order number ******** . I opened the shipping box on 10/22/2022 and discovered that the item had been opened previously; there were two sets of tape on the shipping carton, some had been cut and the newer ones were intact. Having opened the carton, I discovered that several parts were missing, some hex set screws, a hex wrench, and instructions and warranty card. The internal packaging had also been opened and was torn. There was also a dent in to top of the table. I contacted the seller today, 10/23/2022, via online chat. The seller refused to accept the return of the merchandise or to credit my account for the purchase. The seller said that I would have had to file a claim within 5 days of receipt. The sale of a previously opened item advertised as new merchandise qualifies as a fraudulent sale and my purchase price should have been refunded.

  Business Response

  Date: 10/27/2022

  We were sorry to hear that this arrived missing parts and damaged. On our Terms of Use page, we state that orders must be inspected for damage or missing items upon delivery and if there are any issues we must be contacted within 5 business days. This is because after that time frame, we are not able to file a claim with the carrier. The product the customer received was still new and was not used. We offered to send the customer the missing pieces, however they did not accept this because they bought a replacement elsewhere. We are making a one-time exception and are issuing a refund to the customer. They will receive an email confirmation to [email protected], which is the email used for the order. They should see the refund on their statement in 3-5 business days. We do not need the product returned, they can discard it. 

• Initial Complaint

  Date:10/23/2022

  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.

  I placed an order with this company for floor scrubbing pads. On a Saturday eve two minutes after I completed the transaction online I realized that the size I ordered was incomplete wrong. I am mediately emailed Customer Service not once but twice. The following morning I received an email that they are sorry but the order has already shipped and ***** is hands. This was a complete and outright lie from Customer Service because ***** never had the Physical package and their possession. I emailed Customer Service twice again that morning and they tried to do a run around and change their tune and say well the packages are all waiting to be picked up and ***** already has them in their warehouse ready to create labels. This also was a complete lie. That I heard from them again they change their tune well the items were already packed and packaged in our Maryland warehouse and waiting for pick up. So I said I emailed them back have someone pull the package before it is shipped out and they said that they cannot do that very poor customer service very horrible company for them not to make adjustments and help a customer they do this hoping that you'll have to return the item and they can charge you 20% restocking

  Business Response

  Date: 10/27/2022

  We were sorry to hear that the customer ordered the wrong product. While our Customer Solutions team is not available 24 hours on weekends, our shipping teams are shipping non-stop. When a label is printed, the package then is placed on a truck with thousands of other packages waiting to be picked up. It is not physically possible to locate a package at this time and that is when we are not able to cancel an order. We take responsibility when we make mistakes on orders, and we ask the same of our customers in return. This would fall under a standard return with return shipping and a restocking fee being deducted from the refund. We have made a one-time exception for this customer and have issued a full refund. The customer will receive an email confirmation, and the refund should show up on their statement in 3-5 business days. The product does not need to be returned, it can be discarded or donated. 

• Initial Complaint

  Date:10/12/2022

  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.

  A large merchandiser freezer was ordered on September 30, 2022, for our facility, (******* ********** 31 1/8" White Swing Glass Door Merchandiser Freezer with LED Lighting #************) $2,306.47 total with shipping order# ******** with webstaurantstore.com. Upon arrival at our facility is when it was discovered it was a freezer instead of a refrigerator. The purchaser made the mistake and ordered the freezer instead of the refrigerator ( they both are identical in appearance). I have reached out to WebstaurantStore for a return and was notified that it may not be returned if it's not in its original packaging. Our facility has the capability to ship and return this item back in better packaging than what it was received in. We just want to return the freezer and be refunded. Thanks!

  Business Response

  Date: 10/19/2022

  We were sorry to hear that the customer purchased the incorrect item. When the customer asked to return this, we started by asking if the product was unused, free of damage, and still in the original packaging. The customer let us know that they did not have the original packaging anymore. We let the customer know originally that because of this, we are not able to accept the return. This process is outlined on our website here: *************************************************************. The reason we do not accept items back out of their original packaging is that we are then not able to restock and resell it as new. 

  We did look into this further for the customer, and we decided to make an exception for the customer, but that a restocking fee of 50% would be deducted since this would have to be sold through an outlet and cannot be considered new. The customer asked for a 10% restocking fee. We made one final exception and lowered the restocking down to 35%. The customer declined this and let us know they would be keeping the product. While we are willing to keep our 35% restocking fee offer for this customer, since they have chosen to keep the item we do not have anything further to provide.

  Customer Answer

  Date: 10/20/2022

  [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:09/26/2022

  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.

  The Webstaurant store is charging more tax on many food items than allowed by state laws. We have contacted them and this was their response. "Good morning, I received a notification that you were inquiring about the tax rate for order through this account. At current, our system does not have the granularity on certain food items to prove a reduced tax rate in our system. We are working to get this updated, but for now you will need to reconcile this with the state of NC. Thank you! "As a customer, this suggested remedy should not be my responsibility.

  Business Response

  Date: 09/27/2022

  Some states do offer reduced tax rates for certain types of items, and we do not currently have a way to account for tax classification specific rates within our Tax department. The difference in tax is typically a small amount, so we encourage our customers to reach out to their state tax department in order to get that tax difference refunded. We can work around this in the future if the customer reaches out to us after they place an order for items affected. When the customer places an order for food items, if they email us we can adjust order and issue the necessary refunds. Our tax team will go back and provide those refunds, and the customer will receive email confirmations once those are completed. 

  Customer Answer

  Date: 09/30/2022

  [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 have requested a refund after each transaction stating that the taxing rate is incorrect. I get the same response from the company, that they can do nothing and I'll have to  have to contact my state for the refund. This is just not tenable as I am not the entity who is breaking the law. Further, more the tax department hasn't attempted to contact me since the complaint. I look forward to hearing from them and the refund as stated. I will updated once I'm granted the refund or I get the run around again.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 10/05/2022

  Our Tax Team has reached out to the customer to confirm the order numbers, received the reply from the customer, and the refunds were issued on 10/3. The customer should have received email confirmation of this, and the funds should show up on their statement in about 3-5 business days. There is nothing further we can provide at this time.

• Initial Complaint

  Date:09/06/2022

  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 ordered a ********* ** 2 x15 electric deep fryer in August.order #******** The item arrived in a badly beat up box in non-working order. Upon notifying web restaurant store of the situation they put me in touch directly with ********* who sent out a technician for repair (**** ******** Philadelphia) the ******* ******** technician deemed the unit inoperable, the appropriate parts were sent out and shipped directly to **** ********. Who then brought the unit to me. Upon inspecting the unit I deemed it unacceptable and started the process to return directly to web restaurant store.. web restaurant store authorized a return, authorization#******, I was aware of the stores policy of not accepting returns without original, packaging , the original packaging was deemed too damage to reuse and the fryer was reboxed and shipped per "THIER" recommendation. Upon receiving the unit they refused my refund saying that I've voided the warranty not using the original packaging again which was too damaged to reuse. (They knew I was shipping up in a new box).. THEY HAVE NOW BULLIED ME INTO HAVING THE ITEM SHIPPED BACK TO ME BROKEN ON MY DIME.... This seems very strange to me. And stings quite a bit more having freshly come out of covid lockdowns.. any resolution to this matter would be greatly appreciated. Sincerely ********************* ***************** ****** ***** ***

  Business Response

  Date: 09/09/2022

  The customer first contacted us on 8/12 saying that the unit was installed by a technician, but was not working. We informed the customer they would need to follow the warranty process. The customer called back 10 minutes later to say it was not getting power. We advised the customer again that this is under warranty and they need to contact the manufacturer to get it resolved under warranty. We then confirmed the contact information for the customer. The customer emailed us on 8/29 asking for a reshipment because the defective product was returned to the manufacturer. They also chatted in and told us this as well. We informed the customer that if the manufacturer was replacing their unit under warranty, they would need to contact the manufacturer for updates. WebstaurantStore does not hold title to warranties, everything goes through the manufacturer. 

  On 8/30, the customer chatted back in to ask if they could return the product to us, stating that it was unused, but was too light duty for their kitchen. This contradicts what the customer told us previously about the unit being returned to the manufacturer. The customer stated the product was unused, but that the packaging was damaged beyond use. We accepted that, and since the customer told us it was unused, we decided to initially accept the return. We received the unit back on 9/2, however it was then determined the customer did actually try using this but found defects. Instead of going through the warranty process, the customer told the 2nd rep it was unused. We gave the customer the option of either us shipping it back to them at their cost since they did not follow the proper warranty procedure, or we could dispose of the unit for the customer. 

  The customer indicated they have filed a chargeback, but asked for the product to be returned to them. The product shipped back to the customer on 9/6. The customer has threatened legal action and indicated that a dispute was filed with their credit card company. We do acknowledge the customer's concerns. Because they did not go through the warranty and have opened a dispute, we will not be providing compensation to the customer.