"The product I ordered was a complete mess when I got it. the boxes had been ripped and most of the product was just laying in the bigger box that it came in. I order one of the wrong product and they charged me a 20% restocking fee and I had to pay the shipping to send it back. After I am finished with this order I will make sure I order local next time. I am not happy at all with this company and my order. I spent 700.00 you would think they would have tried to keep my business."
"I ordered a faucet sprayer that never arrived. When i informed the company that i never received it, i was told that I only had 5 days after shipping to file a missing item complaint. i ordered a replacement sprayer, and was then informed (after I ordered) that they were giving me one-time credit as a favor for the sprayer. When i tried to return the sprayer, they told me i had to pay a 30% restocking fee + return shipping!! This is crazy for a company that advertises free shipping. The chat representative kept me online for 25 minutes basically to tell me that it was my problem and she couldn't help me and that other stores charge a lot more for "returns". Long story short, they lost my business over a measly faucet sprayer. Bad business sense!"
“Thank you for your review Barbara. I am sorry that you have had a frustrating experience! I was able to review your order and I do see that we were notified over two weeks later that you were missing the spray valve. We do ask to be notified within 5 business days of any missing items so that the carrier is able to open up a trace and hopefully locate the package. After that 5 business day time frame, they are no longer able to look into any mis-delivered items. When we were notified that you were missing the spray valve, you had already placed your new order. Any resolution that would have been offered at that point was after your replacement order since you placed this before notifying us. I do see that the very next day we were able to refund you for this missing item as a courtesy, and you confirmed this store credit.
The return of the sprayer is a different situation from the missing item, as you had placed this order before reaching out to us. The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed.
I wanted to clear up any confusion about free shipping. We do not have general free shipping on our site. There are some items on our site that have a dark blue banner that says "Free shipping" and there are some items that will say "Ships free with Plus. " If you have our Plus shipping subscription than those Plus eligible items would ship to you for free. Other than that, the only other free shipping that we offer is those items with the dark blue free shipping banner. These are items that occasionally ship for free at the discretion of the manufacturer. Please feel free to contact us at Help@Webstaurantstore.com if you have any other questions or concerns. ”
"great products. fast delivery and great pricing."
"I purchased a vacuum packer from this company. Purchased through pay pal. Ship address is registered with paypal.
They made a mistake in label when shipping product. Shipper returned product to them. They refused too ship to correct address and insisted on charging me a 30% restocking fee. I have requested pay pal for full refund.
I will not be reordering anything from this company regardless of price. 30 % of $850 = $ 250 restocking.
This company is a complete scam"
"I have been buying with Webstaurantstore now for 6 years. Great company, good selection to reasonable prices. Really, really quick to reorder and the international shipping experience is also very good this last few years, if its a small order I usually have the items within a week. Very good customer service staff, I always get a quick and prompt answer from them."
"WebstaurantPlus is BS; requires a minimum for free shipping, returns have a 20%-30% restock fee. Customer service is non existent on sundays. Website takes forever to complete an order, if at all. It also has been 3 weeks and part of my order has been in "processing" still. Customer service solves nothing but will state that "invisible fine print" that once your order goes through and they take your money, they will keep your money."
“Thank you for your review. I do apologize that you are frustrated with the WebstaurantPlus subscription! When you sign up for Plus it does state that there is a minimum order size of $29. This information is found directly on the WebstaurantPlus page (https://www.webstaurantstore.com/plus/). In regards to the return fees, this is applicable to all customers whether they have Plus or not. The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed.
We do have Customer Solutions team members happy to assist from 9:00 am to 4:00 pm EST on Saturdays and Sundays. Otherwise we are here 24 hours a day Monday through Thursday, and up until 8:00 pm EST on Fridays. In regards to the order that was placed on 12/20, I do see that one item is back-ordered. We did send you an email, letting you know that the one item was out of stock and providing you with an estimated ship date, the same day that the order was placed. I also wanted to take the time to explain when your credit card is charged. When you place an order, there is a pending authorization that goes through. This is essentially a "hold" that the bank puts on your card to ensure that the funds will go through. This is voided within 1-2 business days and we actually do not charge your card until the first item on the order ships out. If you ever have a question about the availability of items that you wish to order, please feel free to contact us before you place your order. If you have any further questions or concerns, please contact us at Help@Webstaurantstore.com. ”
"One of the easiest orders I have ever placed.
Thanks!
Jules"
"Its always very easy to find everything im looking for. Ive always been very happy with all of my purchases."
"Just when we think we will never be able to relocate a favorite kitchen item, we sign into Webstaurant and we no longer have to worry. Top quality products, a slick on-line presence and speedy execution/receipt of our orders. Five-Star Quality!"
"This is the best place in the world for anyone who enjoys the KITCHEN. I have spent over 2 very wonderful hours just viewing this fantastic company. I asked for a lot of different things and low and behold every thing showed up right in front of me for consideration. The range of prices, quantities, items is overwhelming AS STATED IF YOU LIKE KITCHEN DUTY THIS IS THE PLACE. NOTE: Check out is a SNAP! "
"They prefer to annoy their customers all the way. I had ordered item and got email it was shipped yesterday. On their website, they assure one day shipping. as I needed this item no later than sunday.
For some reason they chose to use a TRUCKING freight service to deliver to a residential address.
The customer services does NOT care and Keeps repeating well if you dont need it WE WILL CHARGE you restocking fee even though IT IS THEIR OWN FAULT for picking a truck company to deliver 3 small boxes of 13x11x22 inches?? Its a OVERKILL!
Their website states they use preferred vendor of FedEx Ground and IF they had chosen that the order would be here on timely basis but THEY chose TRUCKING company who told me it will not be delivered till Midweek of next week.
Customer services REFUSED to own their mistakes up and refuses to apologize for bad choices of shipping services.
They are more interested in nickel & diming me instead of going out of their way to please a FIRST time customer . WOW horrible experience.
BOTTOM LINE, AVOID THIS COMPANY AT ALL COSTS IF THEY ARE MORE INTERESTED IN MAKING THEIR CUSTOMERS MORE ANNOYED AGAINST THEM INSTEAD OF FINDING AN SOLUTION TO MAKE THEIR CUSTOMERS HAPPY! "
“Thank you for your review Jon. I am sorry to hear that there was frustration regarding your recent order! I have had a chance to review the order and the shipping information. I wanted to take this time to provide some further information to you so that you understand our shipping policies. On our site it does state "Usually ships in 1 business day" however that is an estimate and not a guarantee. I do see that you placed your order on 12/31 and it was shipped out within a business day. We do not guarantee delivery times, unless you choose an expedited shipping method of Next Day or Second Day shipping. We do use a variety of carriers including FedEx and other regional carriers. We pride ourselves in getting our customers their shipments as quickly as possible, which is why we will also use regional carriers if they can pick up the shipment sooner. If there were any mistakes made that resulted in delays, that would be something we would resolve with our customer. However your order was delivered on 1/3 (Friday), which is within the normal shipping range. Please feel free to reach out to us at Help@Webstaurantstore.com if you have any further questions or concerns.”
"I been ordering items from you for a while and take them to my jobs, my workers cannot believe the prices for shirts, pill cool skull hats, aprons and now chef shirts your company is so wonderful. I wish you could have another warehouse of ALL your items here in the STATE of California like in the city of Ontario or Mira Loma CA. where your company will be near Ontario airport and near UPS and FedEx warehouses near Ontario Airport. "
"This company is absolutely horrible!! Worst customer experience I have ever had! Do yourself a favor and shop local!!"
“Thank you for your review. I am so sorry to hear that you had a negative experience! I was able to find your order and I see that there was a delay with the carrier due to inclement weather. I do apologize however there are some situations, like weather, that are outside of our control. Our shipping team has updated us and this is estimated to be delivered today. Please feel free to contact us at Help@Webstaurantstore.com if you have any further questions or concerns. ”
"I AM FROM CANADA AND THE PRICES ON YOUR WEBSITE, EVEN WITH THE EXCHANGE RATE IS ALMOST HALF PRICE. I JUST LOVE YOUR SITE. "
"Make sure to only buy items that are absolutely necessary for your business. They are not very friendly with returns and you will only receive about half of your money back. Have been buying through them for years and for the first time needed to return something only to find out I couldn't. WIll not be shopping through them any longer."
“Thank you for your review. I am sorry to hear that you need to return your items! The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed. Our return policy is listed on our site. Please feel free to reach out to us at Help@Webstaurantstore.com if you have any further questions or concerns. ”
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Thank you for your review. I am sorry to hear that you had a frustrating experience! I was able to review your order and I do see that you requested to return spoons that you had ordered in error. With a standard return, you are responsible for the return shipping and a 20-30% restocking fee. The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed.
We were not notified of any damage to the spoons. While I understand that damage to the packaging can be frustrating, that is not something that we would refund for. The packaging is designed to keep your product safe. We are happy to work with our customers on any issues with damaged products, however we were only notified that you wanted to return the spoons since you had ordered incorrectly. Please feel free to follow up with us at Help@Webstaurantstore.com if you have any questions or concerns. ”