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:09/02/2022

  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 Elkay water system (order#********). It arrived on July 15th, 2022. Once we were able to get a plumber to come to the office we discovered it did not make the water cold. The online specifications show it has a self refrigerating compressor, but when we contacted The Webstaurant Store customer service department on August 12th and we were told they did not know if it did have the feature, or did not. It took their service department until August 19th to contact us back after researching it to inform us it did not have that feature. Their service department then refused to let us return the item stating it was over 30 days. My credit card was charged July 14th. We received the item on July 15 , and we informed customer service of the issue on August 12 (under 30 days). I asked ********* (their representative) for higher level manager and she said she wouldn't provide that information or a refund.

  Business Response

  Date: 09/09/2022

  We were sorry to hear this unit is not what the customer needs. This unit is not advertised as having a cooling feature. The item page can be seen here: ********************************************************************************************************************************************************************************************** The specifications do not mention a cooling feature. In order to provide cool water, the customer would need to purchase the ****** *****, which is found in the "Works With" section on the item page. The "Works With" section contains any compatible products that are sold separately and work with the product on the page. Being outside of 30 days is not the reason we told the customer this could not be returned. We told the customer we only accept returns of items that are unused and in their original packaging. The customer let us know that this was both used and they did not have the original packaging. Because the product was installed/used and they do not have the original packaging, the return was denied. This can be seen on our Terms of Sale page here: *************************************************************

  We acknowledge the customers concerns. Because the product is advertised properly and is not listed as having a cooling feature, and the product is used and not with the original packaging, we will not be accepting a return or providing compensation.

  Customer Answer

  Date: 09/09/2022

  [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 was not asked about packaging during my call with *******************  I was told by ******************** could not return it because it was over 30 days even though we reported the issue prior to 30 days. The company itself couldn't tell from what was on their website on August 12th if the unit produced cold water.  It took the company a week (until August 19) to determine that so if it takes a week for the company selling the product to determine that how is the consumer going to be able to tell prior to ordering it.  As soon as we found out we called about the issue.  Instead of fixing the issue the company told us they would sell us a separate part that cost as much as the initial unit (around $1,500), and they refused to take the product back. This is not how most businesses operate.  If you are unhappy with a product they let you return it.  
  
  Regards,
  
  ***************
  

  Business Response

  Date: 09/19/2022

  We have made a one time exception to issue a full refund to this customer. The refund was issued on 9/12. We have also set up a return for the customer so that the unit can be sent back. In the future, all returns must be unused and in their original packaging. We will not be providing an exception like this in the future. 

• Initial Complaint

  Date:08/30/2022

  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.

  Purchased a commercial juicer. After only 3/4 months of use it started making a loud noise and unable to use. Commercial juicers last years not 3 months. Been contacting Webstaurant customer service for about 4 months and has been a consent issue. No resolution has been made because no one is getting back to me. This is unprofessional and very disappointing. Need a repair or replacement. Faulty item.

  Business Response

  Date: 08/31/2022

  We are sorry to hear the customer has a juicer that is not working properly. When using the customer's email, name, phone number, and address, an order with a juicer does not appear. We are not seeing any records of this purchase nor of their correspondence attempts. All of the orders are for supplies like foodservice gloves, bottles, and lids. If the customer can provide an order number, we would be more than happy to look into this and any warranties that would be involved. The customer can use our LiveChat or email [email protected] with the order number and we can look into this.

• Initial Complaint

  Date:08/25/2022

  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 #******** Ordered 08/08/22 at 11:08am User ID#******* Item purchased (as advertised)-****** ***** Dice Continuos Food Processor with 7 discs 3/4hp $699.00 I purchased it because it was advertised as a “Dicer”. I used it once to dice Onion and Tomatoes. It simply didn’t work properly. It couldn’t slice sometimes because it looks like the blade or speed are not appropriate. When able to slice and passing through the dicing grid the vegetables were all smashed ending it up with a bunch of juice as smashed onion and tomatoe. That machine was not able to provide a nice and clean dicing. I contacted by email, because there’s no way to talk to anyone there, in order to send the item back and obtain a refund. They say they will not accept a used item!! I HAD TO USE IT!! and found out later that it didn’t work as advertised. It was advertised as a dicer and I used it expecting it but it didn’t work properly. I submit requested pictures, they are trying to send me a different bigger grid (which is big for the size I need to dice those vegetables) I used a small soft onion to prove them it didn’t worked and told them that I use bigger and harder onions. If it wasn’t able to slice those little ones how they expect it to dice something bigger and harder. I’m just looking to return it and get my money back but they refuse to do it. It simply doesn’t work as advertised.

  Business Response

  Date: 08/29/2022

  We were sorry to hear that this did not work the way the customer hoped. This product is not advertised as a product that dices tomatoes. In the Customer Q&A section on the item detail page, under "Can I use this food processor with tomatoes?" we state, "A ripe tomato will be too soft and delicate to slice in this food processor. If you need to slice tomatoes quickly and consistently, check out our selection of tomato slicers!" This dicer is not meant for soft foods like tomatoes. This is why we did not accept the return. The product was used with product that it is not designed to be used with, and we do not accept returns of used products. Because this product does not appear to be defective, we would typically not be refunding the customer. We have made a big one-time exception and refunded the customer in store credit without requiring a return. The credit was issued for the full amount and was issued on 8/26.

• Initial Complaint

  Date:08/25/2022

  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 6 folding tables from WebstaurantStore on July 22, 2022. They were delivered on August, 4 2022. The boxes were not damaged. 2 tables were damaged inside the boxes. I contacted them by chat and have complete transcript and email. They refuse to replace or refund the 2 tables because I did not contact them within 5 days. I was on vacation at the time. They said it needed to be done within 5 days for disputing the damage with the carrier, but I explained the carrier did not damage them. There were no damage to the boxes. They only offered to give us approximately $80 credit. We don't want damaged tables - we want what we ordered. I am presently trying to dispute the charge through **************** which I used to purchase them. Help and Thank you!

  Business Response

  Date: 08/31/2022

  We were sorry to hear that this order arrived with some damage. While packaging may look okay, it is possible for damage to still occur in transit. This is why we require customers to inspect the shipment and products upon delivery, note any damage, and notify us within 5 business days of delivery. Outside of this time frame, we are not able to guarantee compensation because the carrier is no longer liable. The proof of delivery not being noted for damage is a legal document that absolves all parties from the damage, indicating the product was received in good condition. 

  The customer chatted in with us letting us know they would be on vacation. At the time, we advised the customer it may be best to cancel the order so they can receive it properly. We told the customer that if they choose to have this deliver while away, they would be responsible for having those delivery arrangements made. When customers place orders for Common Carrier deliveries, we have a page at checkout with the delivery requirements, and this is also supplied in a confirmation email. The email sent to the customer on 7/12/22 states, "At least one of your products must be shipped via common carrier (denoted by * above). When your shipment arrives, please make sure to inspect your entire order for damaged or missing items before signing for them. Your signature indicates that you received your order in full and in good condition. If part or all of your shipment is damaged and you did not note this in any way on the bill of lading, we cannot guarantee any compensation for damages."

  We have made a one-time exception to offer the customer a 15% credit off of the price of the two damaged tables. If the customer has filed a dispute with their bank, we will not be able to provide the customer with this resolution nor any others until that dispute is resolved. We do acknowledge the customer's concerns, and have provided a one-time exception for a partial refund. At this time, there is no further compensation we will provide.

  Customer Answer

  Date: 09/02/2022

  [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:
  

  We did not pay for a scratch and dent table. We do not want a discount because you delivered a scratch and dent product. If we wanted a scratch and dent product we would have ordered it. Instead, we want what we ordered and what we were promised. All we want is the damaged product replaced that you sent us. Just because we did NOT respond within 5 days, because this is a small church and I am a pastor on vacation, is not ethical. We responded in a timely fashion (less than 30 days). You can't get the carrier to pay for something they did not do, so you refuse to make it right. Shame on you for being unethical.

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

  Business Response

  Date: 09/09/2022

  Customers are responsible for following the terms of use on our website, which includes inspecting products at the time of delivery, noting damage, and informing WebstaurantStore within 5 days. We suggested the customer cancel the order when they told us they would be on vacation, however the customer chose not to do so. As long as the customer has not opened a dispute with their bank, we can make one last exception and provide a 50% refund off the price of the two tables. This is a big exception that we are willing to provide in good faith. We will not be providing anything beyond this. We have acknowledged the customer's concerns and have provided an additional resolution.