"Tried charging me a $65 re-delivery fee because my restaurant was closed when they tried to deliver. No common email, phone call, or nothing to set up time/date. Good luck with anyone who dares to use this co. The customer service rep told me they are simply a supplier and don’t have control of any delivery responsibilities whatsoever. "
"best prices for party catering supplies, especially if you're the host & the caterer! quality products at value prices."
"I don’t usually like to write negative reviews because most company’s at least try to work things out to a reasonable solution. This company does not own their mistakes or deceptive practices. There customer service is very lacking.
I did a search for a product - unknowingly to me, it produced “similar” items that looked just like what I searched for so I unfortunately assumed it brought up the product requested. They apparently don’t carry the size requested but they failed to clarify that the items brought up were the wrong size and was not what I searched for since they didn’t stock my needed size. So assuming they brought up what I searched for - instead of being told they didn’t carry it and clarifying their options to see if they’d work (that step should be necessary since with online purchasing you can’t see more than just a picture) I made the purchase. When the wrong item showed up, after multiple back and forth attempts with their “customer service” to get the right item or a fair return, their only “solution” was to send an RA with twice the shipping charge of the original shipping and keeping 20% for restocking. This would turn an $85 purchase into a $28 return credit. Apparent, this way they can make a healthy profit on returning the wrong items that their system allowed to be deceptively produced since they didn’t stock the item searched for.
Please search other company’s before doing business with this one-sided company or they will seemingly be comfortable with screwing you over. Just warning
"
“Thank you for your review. I was able to pull up your order and view the correspondence between our Customer Solutions team and yourself regarding what was purchased. I am very sorry that the incorrect straws were purchased. When you use the search option on any website to find a product, if the company does not carry that exact item, any similar products will be brought up. It is then up to the consumer to read through the product details to see if this suggested product will work for them. I understand that you originally searched for "giant straws". The straw that was purchased, does state in the title that it is a "jumbo" straw. In addition to the pictures, there is a detailed description of the product, as well as the dimensions listed. On the item page there is also an explanation for the different types of straws with a diagram showing the difference between jumbo, giant, and other-sized straws. Given that this information is on the site for the consumer to review before placing an order, this is considered a standard return. Please feel free to reach us at Help@Webstaurantstore.com if you have any further questions/concerns about your return. ”
"I recently launched my herbs & spice business. Webstaurant Store is quickly becoming one of my favorite suppliers. Quick turnaround time and great product."
"Placed one order, they ended up not processing payment right away. So that goes through when it was delivered and here we are a month later and i see they processing a second charge for the same amount! To make matters worse they have no phone number or anything to call to talk to a real person. Would not recommend!"
“Thank you for your review Chris. I was able to pull up your order and see that you did pay with PayPal. It looks like the original charge with PayPal did not go through right away, but did eventually, and you were charged twice in error. I do apologize for the mistake! Our Customer Solutions team has been in email contact with you regarding this and we confirmed on 7/5 that the refund is going back onto the original payment method. Please note that it does typically take 2-3 business days for the refund to be reflected back onto the card. If you have any other questions or concerns, please do not hesitate to contact us at Help@Webstaurantstore.com. ”
"Always great service and promptness!"
"Never shop here. They gouge on shipping and raise prices on items by hundreds when you place your order. Their customer service is horrific. If you have a problem with a product they will not stand by their product and will just pass blame to the product manufacturer for their own price manipulation. Many of their products are cheap Chinese counterfeits and substandard knockoffs. "
“Thank you for your review Richard. I was able to pull up your order from April 2018 and do see that you notified us about the Lodge pans not holding the season. After we did some trouble shooting with our product specialists, we did advise you to contact the manufacturer directly as they appeared to be defective pans and they do come with a manufacturer's warranty. We provided you with the contact information for Lodge and did not hear back from you. If there are any additional concerns that you have with these pans, please do follow up with us at Help@Webstaurantstore.com. In regards to pricing and shipping, all pricing is listed up front on our site. The shipping cost is calculated prior to you placing the order so you are able to see the total amount that you will be charged for the order before you complete the order. All of the items on our site are commercial pieces of equipment and go through quality assurance and training. Please feel free to contact us with any other concerns that you may have. ”
"We are waiting for our orders to be shipped about a month but they just don't know when it can be shipped due to their vendor's issue. They will not let you know where your order is until you ask.
Their shipping support team asked if I want to make changes to the order, then the payment team informed me, they have to charge me first and no changes to the order right away. Very funny.
The only star is for their customer services representatives. They are nice not very helpful though but it's not their fault."
“Thank you for your review. I was able to locate your order and I am very sorry for the delays in this order arriving to you! I do see that the day after you placed your order (6/7) we sent you an email with an estimated ship date of 6/28. It does state on the item page that "Because this item is not stocked in our warehouse, processing, transit times and stock availability will vary." Since then we have sent two follow up emails with new estimated ship dates, as this shipment was delayed with the manufacturer. I apologize for the longer than normal lead time for the menu boards. I do see that we were informed, by the manufacturer, that the order is estimated to ship out on Friday 7/5 and we emailed you yesterday with this information. Please keep an eye on your email as we will send you tracking information once it ships out. Please feel free to reach us at Help@Webstaurantstore.com if you have any further questions or concerns. ”
"Very good for ordering very poor on delivery rates"
"Purchased the Gemini vacuum sealer and the first time I went to use the machine, the buttons on the machine did not work properly. If you were able to get the machine to work, the vacuum sealing did a lousy job and would not shrink tightly around the filet. Once the machine shut off it, it would not seal the wrapper, and the autorelease feature would not automatically release, which you would end up prying the lid open. I'd be better off using ziplock baggies at this point. What a piece of junk. I have a 20-year-old food saver that works better than this unit.
I got online and chatted with one of the Webstaraunt customer service representatives, who took all of my information and said they would get back to me via email. That was over a month ago. Keep my money, I'll chalk it up to the little guy that got lost in the system and wasn't worth dealing with."
“Thank you for your review Howard. I am very sorry to hear that the vacuum packaging machine is not working properly! I was able to pull up your order and I do see that one of our Customer Solutions specialists did follow up with an email offering a resolution on 6/18 and we did not hear back from you. I will have someone follow up via email again so we can get this resolved for you! ”
"POOR POOR GOUGING ON SHIPPING. "
“Thank you for your review Edmond. Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. Usually the more you purchase at one time, the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. ”
"I like that I do not have to search too hard to find what I need with webstaurantstore. They recently had to increase all of their shipping rates so I do think that it's becoming less and less of a deal than it used to be. I usually look elsewhere first and then come here as my last option. "
"It baffles me that you charge so much for shipping. In a time when most things shop free or for very little, you charge exorbitant amounts for shipping. My order is around $30 and I pay $26 to ship!? You should be ashamed."
“Thank you for your review Sherry. Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. Usually the more you purchase at one time, the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. Please feel free to reach out to us at Help@Webstaurantstore.com if you have any further questions!”
"I ordered few times. They have good prices, but the shipping price is too much. But the reason I writint this review is because they did not incudes my suite number in the address, and now they charged me additional $16.00. I used the same shipping address from my previous orders. I ordered on behalf of the City University of New York. I will not be ordering from them. We maybe getting our orders from our local businesses. And customer service is really bad. My suggestions, do not order from them."
“Thank you for your review Antonio. I am sorry to hear that there were issues having your order delivered to your address. I was able to pull up your order and look into this further. Since we do not absorb shipping costs into our wholesale prices that you see on the site, we do charge the full shipping charge for each order. In addition, we do not cover fees issued by the carriers if a change needs to be made to the shipping address that was entered during checkout. When you completed the order the address did not include the floor number, which was needed by the carrier. The carrier does charge a fee to make any changes to the shipping label. When you contacted us about this issue, I do see that we offered two options for you--to change the address for the $16 fee or to have it held for pickup. I do see that you authorized the fee and this order was able to be delivered to you on 7/1. If you have any further questions regarding your order or our shipping policies, please contact us at Help@Webstaurantstore.com. ”
"I can't believe I have to pay $22.00 for shipping something that weighs less than one pound. Not very happy"
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Thank you for your review Patrick. I was able to locate your order and noticed that you did not choose "Call Before Delivery" on your order. We do send out the tracking information when the order ships out so you can be aware of the estimated delivery date. Common carrier deliveries to commercial locations occur Monday through Friday, typically between the hours of 9:00 am and 6:00 pm. If your business is not open earlier in the day, it is recommended that you choose "Call Before Delivery" when checking out. This free option ensures that the carrier will contact you the day before delivery to set up the delivery appointment time so you can make sure that you are there to receive the shipment. Carriers do charge a re-delivery fee for common carrier shipments. Please feel free to contact us at Help@Webstaurantstore.com if you have any questions regarding the re-delivery. ”