"Discussing experience. My disabled husband processed an order on line to buy Bigelow Decaffeinated Tea on June 23 with estimated delivery on June 28, however as of July 7 the order has not been delivered. Their excuse is that the carrier could not find the address where we have been receiving mail for the past 30 + years. My husband disputed the transaction as undelivered order, and they started sending threatening eMails, threatening him with restocking fees and continue bothering him on every day bases. They call on his cell phone yesterday and told him to stay outside the building after 5pm so they would deliver the order. Their abusive and nasty behavior via eMail and phone communications continue making my husband sick. "
"while reordering my bakery boxes I decided to check on prices for cello bags, parchment paper, and cupcake liners ( all of which I use every day and constantly run out of!). I saved SO MUCH $$ ordering it all right here, knowing the the product and quality meets or surpasses anything I'm buying in a store. And I no longer have to "run out" with the large quantity offered. Thanks!"
"Great prices! Disappointed that my 10% coupon didn't apply."
"So glad I found this place! Great products- things that aren't so easy to find elsewhere and at way better prices! Let's just say --I need a bigger kitchen! Super fast delivery was great too!"
"WebstaurantStore provides the best price on the items that we need to have on hand so that we can serve our customers their favorite drinks. We get all of our Big Train mixes, Davinci sauces, Torani syrups and our cups and lids from WebstaurantStore. "
"Since I've been using WebstaurntStore, I rarely use named stores. The items I need are always available and the quality is above what you can get in stores. If you like to cook and want to have your cooking needs met, use this website."
"Very competitive pricing !!
Equip yourself & your business with the proper tools @ a proper price !!"
"We have been exceptionally pleased with every order we've received. Excellent quality products at a great price, accurately described, and promptly delivered. So glad we found the Webstaurant store!"
"I ordered two of the same item at the referral of a friend. Once the item arrived (two of the same) I realized the size dimensions would not fit. I called the company to explain the size was incorrect due to my mistake and would like to exchange for the correct size and that I am gladly willing to pay shipping. I also explained the items have not been used and are still in original factory packaging. I did not want a refund, but rather an exchange. I paid $42.03 for the items. I was told I would be, after the re-stocking fee) refunded $18.38 and that I would have to pay for the shipping, too. So I would be left with about $10.00, and then spend an additional $32.03 in order to get the correct items!!?? The prices this company offers are some of the best, but they make up for the low prices when a customer needs to exchange items. I will never do business with this company again, and I am willing and will pay more for my future items from other companies that value customer service. Buyer Be Warned and Beware!! Because of the principle I decided to throw the times away rather than get $10.00 back"
"I have been a loyal customer purchasing coffee cups, sleeves and lids for a long time. I ordered all 8 oz. supplies and on the website the black travel lids distinctly states for 8, 10, 12, 16 & 20 cups. When I received them they were 10 oz. lids and did not fit the cups. When I called they were completely deaf to my request for a return and replacement for the right lids. They refused to do a return for free and wanted to charge me a restocking fee and shipping fee. Out of the kindness of their heart they waived the restocking fee but still insisted that I pay the shipping. The shipping was half the cost of the cups and I said I don't think so. They were in the wrong, I proved it and still they treated me like I was an idiot. "
“Thank you for your review. I apologize that you did not have a positive experience when ordering from us. We do carry a large number of similar products, however not all items are compatible. Any items that are compatible to the item you are looking to order are listed on that item's page directly under the image in the 'You May Also Need' section. In this case, these were not listed as compatible and therefore the standard return would apply. 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.”
"WORST RETURN POLICY.....understand they have great prices but when you buy stuff from them and in there return policy if the item is special order WON'T be return.
Unfortunately when adding items to cart they do not specify if these are special order items. Therefore you do not know if they are return able or not till its too late. "
“Thank you for taking the time to provide us a review. We do make note of any items that are special orders from the manufacturer on the item's page, not in the cart page. For the item you ordered the following is listed in the item's description: This item is made-to-order and cannot be canceled or returned once your order is placed. In the future please contact Customer Solutions prior to placing your order if you have any questions in regards to any specific items at help@webstaurantstore.com. ”
"I ordered a product from this company, they sent the wrong size. I was happily going to return it and wait for the right product. When I called customer service I was taken aback by the attitude and policy. They require a picture of the box, product and labeling information. I did that via computer downloaded, uploaded emailed and no response. They sent a message after I called again and said it was not delivered correctly they couldn't see the pic's. I was going out of town, this had been a week prior to my departure, I needed that product for my restaurant before I left the country needless to say this is going on 4 weeks and I still have the product and they are wanting more pic's and show tape measurements of the product. I will never order from this company. Ordered the necessary product from another company. Their loss and seems as though they don't care based on other reviews. "
“Thank you for taking the time to leave us a review. If we do ever send the incorrect items we want to work to resolve that right away. As an online company, without any store front, we do rely on customers sending us photos of what was received in order to verify what items were received. I do apologize if this caused any extra hassle as we work to verify the items. If you have any questions please feel free to reach out to us at help@webstaurantstore.com”
"I have ordered a brown nylon Choice Insulated Cooler Bag but they sent me a black one. I didn't like it. It was not what I have ordered. I repeat, I ordered a brown color. Also, one of the 2 chafers I ordered has a damaged area. Besides this, I didn't like the material quality. They are are too light. On top of this, one came with a damaged area, as mentioned before. I also ordered Glass Cruets and Stoppers but it has small partial glass failure in it. The serving spoon... I also didn't like its material quality for serving in a dinner. To use in the kitchen is ok, but I didn't like to be used during a dinner. I wanted a spoon for the dinner purpose. I am really disappointed with most of the items. I only liked one of the items I ordered. It was the cake display. Nothing else."
“Thank you for your review. I apologize that you received the wrong color insulated bag. It appears that one of our customer solutions has been in contact to help resolve this for you. It is my hope that we can come to a resolution together. If you have any other questions please reach out to us at help@webstaurantstore.com ”
"ordered 28k worth of equipment 4 weeks ago. one by one all major equipment was no longer available. as i replaced it with other units, it too became not available before they could ship it. we aren't talking a 2 week delay. we are talking maybe shipping in 3 months. I asked to speak to a manager and they refused. when i protested they told me to take my business elsewhere. some items that did ship were damaged. the palate was dropped in the middle of the street! when i sent pics and requested a refund on a $200 item, i was ignored. one rep actually told me that i didn't need to speak to a manager as his decision was final. outrageous. they have a great website and bait and switch prices but buyer beware. "
“Hello Brad, thank you for taking the time to provide us with a review. I do apologize for any inconvenience this order caused! It appears a number of items you originally ordered were back-ordered and this did cause delays that were past your need by date, which is why items were changed around. This is not an ideal situation but I do see that our customer solutions representatives have worked through this with you to get you the items you needed. If you need any additional help, please feel free to email us at help@webstaurantstore.com. ”
"I ordered an item and it was defective. I called and requested a return authorization and refund, and received an email on how to fix the item. I'm not a technician! I insisted on a refund and return authorization, but they sent me a replacement instead. Now I was forced to dispute the purchase because they don't get to choose replacement when I requested a refund!"
A rep from WebstaurantStore, Webstaurant Store, has responded:
“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.”