"Ordered 3 frying pans from the store. Never came. Then an email said that they will give me a refund minus 20% restocking fee of an order I never saw and was returned. Fedex said they attempted 23x to deliver. That was a lie because I was at my shop 14 hours a day. So, they said if I want the pans, I have to reorder. My money was stolen. Don't know how else to describe it. It may have been lazy workers at Fedex. But they can refund or resend my orders. Webstaurantstore obviously couldn't care any less about your experience. Maybe they've gotten big enough to a point that they don't care about customers anymore. It is just a ridiculous thing that happened. Order Number: 32079871
Shipping Type: Ground"
"They shipped paper and fragile plastic products with loose metal (table ware) which damaged the paper and plastic. Any idiot would have expected this to happen.
Contacted customer service and they tried to pass this off as a shipping issue rather than a packaging issue; DISHONEST.
They wanted me to sort through the damaged and good then provide an inventory of the damaged along with photographs. I told them we can live with the plastic but expected the paper to be replaced. We're talking about $23
Should have been a simple return. Nope, they want me to spend hours to document their idiotic mistake. Again- over $23. You can't get more cheap than this. I'll eat the $23 but will never order from these chiseling idiots again. "
“Hello Joe, I apologize for the condition of the items when they arrived. We make every effort to protect items so they arrive in good condition upon arrival, however sometimes they do arrived damaged either due to packaging or transit damages. We pledge to correct these issues and report them to carriers and the warehouse to help us learn from these issues. If you ever choose to order from us in the future, know that if anything would arrive damaged, we would correct it for you as soon as possible. If you have any questions, please feel free to reach out to us at help@webstaurantstore.com. ”
"Customer service is horrible. When you provide the requested documentation, they change the rules and will lie when the truth sounds better. Even when written documentation is provided back to the customer service rep, Stacey changes the story and requires additional documentation. BUYER BEWARE!!"
"Paid 33 for expedited shipping! Placed order on a Wednesday! Received order the following Wednesday! Not to
Mention wasting my time with a call and online chat with them, they refunded me only 9 dollars for their mess up! So that means I paid $25 to ship $50 worth of merchandise! Some
Pot holders and taco shell holders which I received after the event I needed it for! Wow seriously if I knew this was going to happen why would I pay $25 bucks for shipping that was delayed many many days! And to waste my time on the phone trying to figure out where my package is! Never again! I have a big business to run and this was a huge huge disappointment and headache!
"
“Tina, I'm sorry that the expedited shipping did not occur on this order. Since we were not able to uphold the obligation of the expedited shipping, we offered to credit you the difference between the expedited cost and the standard shipping cost. We do our best to offer the lowest prices possible per item. One way we do that is to not include the shipping cost into the prices of our products. As a result, we do have to charge the full shipping cost on each of our orders. It is our hope that we offer a low enough price on our items to still offer a competitive total price, even with the shipping cost included. ”
"BEWARE!!!! The worst people and company you will ever want to deal with! They don't deserves any star unfortunately I have to give them 1 star to post my review. They should get below zero. Stay away from these crooks unless you wants major headaches dealing with these incompetent people. Their customer service was as bad as the others. Dealing with them is one sided as though dealing with brick walls. Either they are dense or they are unprofessional and unethical to dealt with even though with the problems they had caused.
I waited to get my refund before posting this review which took about 4 months with the helped of PayPal otherwise I will NOT get any credit for the items they charged me and NOT able to fulfill. So in another words they charged me the full amount upfront which they denied doing so and did not send me the merchandise because it was unavailable.
It was late November 2017 when I placed the order for several large platters for my holiday entertaining that cost almost $1,500 with shipping charged of $300, luckily I used PayPal for these orders. With the expedited shipping of $300 I was told I will get the items in times for the holidays. My credit card was charged, never heard a thing from them. 1.5 weeks before Christmas I called them and spoke to their lousy incompetent customer service. She told me I was not charged unless the items was shipped which was totally false. Later she told me that the items are back order and won't be available until April 2018 and if I wanted to wait. Only an idiot will agree to that, money taken by them, no platters which were desperately needed for several of my Christmas parties and who knows come April what they will say. I did not trust this company after these nor do I want to do any business with them. I immediately called the online department store and pay for the platters all over again, though with the late orders but I received those items just in times, a day before my party.
From here on the headaches begun again having to proves to them that they unethically took my money and no merchandise was delivered, it was like talking to brick walls without any helps whatsoever from any of their so called customer service. I had to spend so much times sending them emails after emails sending them receipts of the charges from PayPal, my bank statements and etc, etc BUT without any cooperation from them. There were many, many more horrible details which took place and too long to lists everything. Finally, I called PayPal to help me out and send PayPal all the info about the purchase and proof of payments as though I have all the times in the world just for these.
This company is NOT honorable, unethical and definitely lacks of professionalism. I will never want to do any business with them ever again and definitely WILL NOT under any circumstances will recommend them to anyone on this planet!"
“Thank you for your review, Christine. I am very sorry to hear that you did not have a positive experience ordering from us. We are always happy to work with our customers in the event that an item ordered is delayed or backordered. Normally we do wait until an order ships to capture the funds authorized in the purchase, however if the items are backordered past a certain period of time the authorization expires and we collect the funds after we email a customer to let them know. I apologize if this process was not clear and that the items ultimately were not needed in the time frame they were able to be delivered. It looks like this was resolved with PayPal and the funds were refunded to you. If you have any other questions please feel free to let us know at help@webstaurantstore.com. ”
"Spent over 1k only to find out thermocouples were recalled.....no notices! No apologies! Stove was used for first 6 months at a seasonal Camp ground...... started up this year w problems again ......just outside of warranty..... sorry sir they said! Shameful. Bad Buisness "
“Hello Barry, I'm sorry that your original stove stopped working for you. I do see that you only purchased the replacement thermocouplers through Webstaurantstore, As a distributor we do not offer any warranties on items, they would be fulfilled directly through the manufacturer's warranty process. I would suggest that you reach out to the manufacturer if you have any questions in regards to their warranty process. If you have any questions about any of the replacement parts that we offer through our site, please feel free to send us an email at Help@Webstaurantstore.com. ”
"They just threw a shipping label on my products instead of packaging them so my stuff got broken in transit. I reached out 6 business days later and they said they only accept returns on damaged items if you contact them within 5 business days. UPDATE: They are sending me a new part for free."
"Ordered tables and chairs from the website. Was told if I purchase a PLUS membership for $99, shipping would be free. After doing so and placing order suddenly my items didnt "qualify" for free shipping and
iwas charged an additional 40% of my order total for shipping! I then asked to cancel my membership (of an entire 10 minutes) and receive a refund to which I was told they dont offer refunds but would give me store credit. As if that wasnt enough I then received a shipping update that the chairs would arrive IN THREE MONTHS!. In trying to resolve the issues, I was promised an answer within a day followed by radio silence from company. WILL NEVER USE THIS SITE AGAIN! "
“Hello Stanley, we are very sorry that the items you are interested in do not qualify for the benefits of the Webstaurant Plus subscription. WebPlus is a program to help our customers save on shipping costs. About 85% of our items are eligible on our site. There are a few items that we are unable to include in the program based on availability. It depends on several factors including where the unit is shipping from and the amount of stock we have. As our program continues to grow, it is our hope to continue to add items to the program. In the future, if you have an item that you need that is not eligible, please let us know and we can see if there is an alternative.”
"I ordered a pack of 25 floor tiles, and found out while we were installing them that there were only 24 in the box. I emailed them multiple times over 4 days waiting for them to get the replacement shipped out to me. They kept stalling, promising a resolution by the next day for THREE DAYS IN A ROW. I pleaded with them, I just need this one tile to finish the job. Had I realized ordering a single tile was possible, I would have done it myself and just paid out of pocket rather than deal with these people, which is what I ultimately did. So, 10 bucks for the missing tile, and 35 for next day shipping out of pocket for something I was supposed to get in the first place. Do yourself and favor and shop elsewhere!"
“Hello and thank you for providing us with a review. I apologize for the delay in this process for the floor tile! We certainly do not hope that something is missing when shipped, however since this shipped from the manufacturer and not from our stock we did have to work with them to resolve this for you. It looks like we were able to come to a resolution to this issue for you. Again we apologize for the delay with this order! ”
"We ordered 2 shelves for our restaurant that were critical to our opening. We ordered them WAY before we needed them to be there. Instead of the 84" shelves, they delivered 48" shelves. We called the company and they said they were so sorry and would EXPEDITE the delivery of the replacement shelves. SIX DAYS LATER - still o replacement shelves. I called the company and the lady wouldn't let me talk to a manager (NEVER a good sign) and said "they had done all they could." My restaurant opens in two days, and the kitchen is a wreck. I will NEVER count on this company to deliver the RIGHT product and IN THE TIME THEY PROMISE. I hope you don't either."
“Hello, I'm sorry the wrong items were shipped out from our warehouse! We do make sure we work as quickly as possible to resolve any issues brought up, however due to part of this being over the weekend, we are not staffed 24 hours over the weekend. I do see that we did next day ship the correct item to you on 5/30 and was received 5/31. If you do ever run into a situation like this in the future please feel free to email us at help@webstaurantstore.come or use our live chat feature and one of our live representatives can assist you sooner in the process. ”
"They will not allow you to return an item, under any conditions. They will lie outright until the time period has ended for a valid return. They are just a third party shipper and middle man. They are deceitful and brazen in their unethical practices."
“Hello Kelly, thank you for taking time to write us a review. I'm sorry that your item did not work out for your use. We do offer returns for items purchased on our site as long as the item is unused and in the original packaging and returned within 30 days. If so, we can set up a return and you will be credited minus the return shipping and restocking fee. If the item ships direct from the manufacturer, before we set up a return we must get the return information from the manufacturer first. I do see that the return for this order was set up through the manufacturer as well. If you have any questions, please feel free to reach out to us via live chat or email at Help@Webstaurantstore.com. ”
"I am taken back by the shipping prices when not ordering in bulk. I ordered 12 plastic purse hooks at a total cost of $46.32 then I get to shipping and it's $17.88 for ground shipping. I have been an ebay seller since 2001 and understand the shipping costs and lanes of travel. Those same 12 purse hooks could have been put in a small flat rate priority shipping box and I could have received my item within 2 days for $7.05 at worst lining a medium box ($12.65) or a large box ($17.65) with bricks and my hooks and I would have still saved money. I'm sure you company also receives bulk shipping discounts from your carriers as well. I would have relucantly understood the high cost if you used the terms shipping AND handling but you don't. You make money on your shipping charges and that to me is a bad business practice. "
“Hello, thank you for your review. We do our best to offer the lowest prices possible per item. One way we do that is to not include the shipping cost into the prices of our products. As a result, we do have to charge the full shipping cost on each of our orders. Our shipping is calculated in real time and we take into account several factors including which warehouse they are estimating the order to ship from, total number of packages, weight, and distance traveling. Any time you add or remove items from the cart this will adjust. It is our hope that we offer a low enough price on our items to still offer a competitive total price, even with the shipping cost included.”
"This company's customer service is appalling. 20% restocking fee plus shipping charges for items their "chat" line advised me to purchase. Never doing business with them again."
“Thank you for your review. I apologize that you did not have a positive experience when ordering from us. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you choose to purchase from us in the future and have questions about an item prior to purchasing, please reach out to us via our live chat or email and we can answer any questions that you may have.”
"I can always rely on Webstaurant Store to deliver my products quickly! I also love it that there are no minimums when ordering and is the place to go when only a few items are needed."
"I absolutely love shopping with Webstaurant. Its amazing how fast my items ship and for the most part, this store has everything I need and it is always brought right to my door, which is a huge time saver.. Its the least stressful thing about running my own bakery."
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Hello, thank you for taking time to post a review. Your order was shipped via FedEx and they attempted to deliver this to you on three occasions and then returned it back to us. This is the standard practice for our carriers, they will attempt to deliver it to you 3 times and then if no one is available to accept the delivery it would be returned back to us. At that time it is considered a standard return which includes a restocking fee and the cost of the return shipping. When an order ships out we do send a copy of the tracking from the carrier to help you follow the package and know when it is set to arrive. If you have any questions about this process, please feel free to reach out to us via email at help@webstaurantstore.com. ”