"They took more than 50% of my total purchase just to return some of it! I can't believe it!
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"I bought some packaging for my small pop up business. Upon delivery, I tested them out and they were much to small for my needs. I had to return them and webstaurant was helpful in providing shipping labels. Once I took them down to fedex I was informed of a 30 dollar shipping fee and once my return process they also tacked on a 30 dollar restocking fee. When I called and asked what goes in to restocking they said they have to look at it. So it costs me 30 dollars for someone to "look" at the box that was virtually unopened!? I ended up receiving less than half of the money I spent with them and will NEVER SHOP WITH THEM AGAIN. I recommend no one else use these crooks. "
“Thank you for providing us feedback. As a wholesale distributor aiming to keep prices low for our customers, we will typically refund or replace items quickly when a mistake was made on our end. However, to keep our pricing low, we do not offer options for free or used returns if something was ordered incorrectly. If something went wrong on our end, we will always take ownership and correct the mistake. If you feel the error was on our end, and we didn’t take ownership, please let us know by emailing us at help@webstaurantstore.com so we can rectify the situation.”
"I needed an item for a specific date, I checked via chat and they told me they had it in stock (other places were out of stock including the manufacturer) so I wanted to make sure they had it at their warehouse and they confirmed several times they did, they even told me they had 9 units available.
I placed the order and I called just in case and they told me it was in stock over the phone as well, then next day I get this email:
Thanks for your order with WebstaurantStore!
We wanted to let you know that your items listed below will ship directly to you from the manufacturer! This manufacturer typically requires about 2 business days to ship an order, and we will be following up with them to ensure that your order ships within this timeframe.
When I called again wishing this was a mistake they now told me that they did not have it at their warehouse that someone might have given me the wrong information.
I told them I want to cancel my order and they said that they will "open a ticket" I don't even know what that means, worst service, worst customer service and they lie to get orders"
“I apologize for the frustration you experienced with the ordering process. We do make every effort to provide accurate information on stock levels. Due to the large volume of orders that we fulfill each day, we are not able to guarantee these between the time of inquiry until the time of order. Not all items we offer are stocked in our warehouses and when we cannot fulfill orders from our own stock there are instances where we order direct from the manufacturer. If there are any questions about an item that we sell, we are more than happy to answer them. . We can be reached at help@webstaurantstore.com.”
"My item was supposed to ship within 3 days . It is 7 days not and my was not shipped. They have no idea when my item will be shipped. Worst customer service ever."
"I purchased 21 items and requested a "Call Delivery". The delivery driver called on arrival. They made no attempt to schedule an appointment. We had to call them to schedule the appointment. This resulted in a 4 day delay. When we received the items, one was damaged (bad zipper) and unusable on arrival. The return policy requires I pay to return an item that should have been quality checked before it was packaged and sent. Now we have to pay for their error. Completely unfair. I will never buy from this vendor again, and I will avoid their carrier, Southeastern Freight at all cost."
"I bought an electric item that did not work when it arrived. It was either defective when they sent it or it was broken in shipment. They were very helpful in the return process, BUT they charged me a restocking fee for a broken item. Were they going to restock a broken item and then ship a broken item to the next customer? They can make 15% every time they ship a defective item. Is that what happened to me? Plus, they charged me for the return postage. I got $10 back on a $30 dollar purchase. In other words, it cost me $20 to get NOTHING. They did offer to replace the item instead of refunding my money, BUT I assume the replacement item would have been shipped in the same manner as the original. That would have been unacceptable. They just took the item in its box off the shelf (like you would at a store and put it in your shopping cart) and put a shipping lable on the box. It was NOT put in a shipping box with any protective shipping materials. I suspected that the item was damaged in shipment because of the way it was packaged (or not packaged). I assumed that a replacement would be broken in shipment too so I chose to have my money refunded. If you're looking to buy an electric item from WEBstaurant Store, DO NOT. If you're looking to buy anything else from WEBstaurant Store, DO NOT. "
"I bought six copper distressed metal barstools for our nonprofit that serves people in poverty. The chairs do not have a copper look but clearly gold - which unfortunately does not match our decor. They will let me return them as long as we pay shipping and a restocking fee. I don't want to spend our donors money on that so will probably end up keeping them even though I don't like them at all. They did not provide the product as advertised and now I am stuck with them. "
"I ordered 3 glass beverage dispenser, one of them was completely broken broken upon arrival. I emailed them they gave me a quick response and followed it up with a second email with shipping number for the replacement, such a smooth seamless transation. I didn't couldn't be more happy. "
"Don't recommend this website at all. This is my first time order from them and it will be my last time too. I ask them to call me 30 minutes ahead of time. But they don't. They call me when they are in front of my building. And screaming at me , ask me why no one in the building ( this place is still under construction)And tell me my stuff is in the front of the building .I have to leave my work early to bring it inside of my building. I order 4 table tops. It's out of stock. But they don't tell u. It only said will be shipped 2-4 weeks. After 2 weeks. They tell u. It's out of stock. And they tell u to wait another month. Of course I won't wait. I had to cancel my order. They have a such hard time to refund my shipping fee. BC I order a lot of things. I paid 443 for shipping. I check online only for table top with lift gate it's $155. But they only allow to refund 45 dollars to me . They said that's how much they charge me for table top. I don't know how it works. But it's was horrible. Be careful if you really want to order from them. Make sure how much is the individual shipping cost is. Just in case if anything happen. They said what ever they said not to give it back to u. "
"They want me to pay for warranty work "
"Only part of my order was delivered. I called the company and they said that the rest of my order was on the way. I received more of the order a couple of days later... still not complete. I needed all the items for an event! I wrote to someone and they said that all of my order was delivered... It was NOT! I was home for the delivery, and it was NOT delivered. They told me that I could get store credit. I wanted a refund, especially since I wouldn't need the items i ordered after my event! They said i would get a refund for one of the items or a store credit for all...
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"Horrible service. Please do yourself a favor ordering some where else. The delivery carrier they use is worse."
" I lost $80 on a $175 purchase. That's how they keep their prices so low. To stick it to someone else? Seriously, consider your purchase, especially if it large and heavy. I really regret ordering from them. "
"Order a product and got it delivered, look at the box and it doesn't new at all. Look used and the company is giving me a hard time returning it. I asked for a return label and didn't get one yet. Stay away from the company."
"We ordered a number of items from them for our upcoming wedding. Items arrived broken and dirty. Working with customer service for refund was even worse than the products themselves. They were rude and unapologetic. Only refunded $12 even though items were unusable. Beware."
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Thank you for your review. As a wholesaler, we do charge restocking fees on standard returns, as we do not build margins into the price of our items to cover these return costs. If a product is ever sent incorrectly or damaged in transit, we will 100% always cover the cost of that, however, when items are being returned to our warehouse, there is a time and labor that needs to be put in to getting those items inspected and prepared for resale. The restocking fee covers that cost. If you have any questions please feel free to email us at help@webstaurantstore.com. ”