"The worse customer service in my life"
"I purchased an oven from the scratch and dent section which was delivered without legs. First I was told that it was an accident and legs would be shipped right out. Next I was told there was a glitch in the system and that request never got processed. Then I was told the oven didnt come with legs and they are to be purchased seperately. This oven listed the location of dents but nothing about it not having legs. When I ask to see that information Im told the listing was removed from the site upon purchase and we can no longer see the details. Im saying it didnt say no legs. They say it did. But there is no way to verify this. Even so...the oven clearly states 'do not operate without legs' right on the front of it. There is no way they were able to properly test the operation if you are not supposed to operate it without legs! I was told they test it in a way that does not require legs. What a crock! It should operate for the consumer in the same way they test for functionality before being sold! The team testing its functionality should have deemed it unoperational as is just by looking at it and reading the sign across the front! I have dont lots of business with webstaurant over the years! You cant ethically deem this oven operational if it is missing a key part in order for the purchaser to operate the equipment! Its not like its a knob missing or a shelf! I should be able to confidently shop scratch and dent and expect to receive and operable piece of equipment. I have asked multiple customer service people for a supervisor or corporate contact person and have yet to be given the info. If it were a fridge without castors I can still operate the fridge. Scratch and dent is intended for operable functioning products with non-critical imperfections! This oven was priced at $2500 with imperfections. The same model oven with no imperfections that DOES come with legs is listed on the site for $2690. Nearly the same price. And Im being told sorry sale final go buy your legs from the manufacturer. When calling the manufacturer Im first told that it is extremely odd to have been sold an oven from webstaurant without legs because every single oven that requires legs leaves thier building with legs as it is a standard/required part of the oven for operation! To buying the legs from the manufacturer will cost me $838 plus tax and shipping! I should not have been charged nearly the same price as the oven with legs if it is going to cost me a grand to even be able to operate what I purchased. This sale was unethical and unacceptable! "
“Thank you for your review, Jamie. The sale of all outlet items are final, and all information regarding what the unit comes with is included on the item page when adding the item to your cart. I was able to locate you order and review the notes from our Customer Solutions team. I see that we were having the manufacturer ship you out replacement legs as an exception. If there is anything else that we can assist with, please send an email to help@webstaurantstore.com. ”
"Has the best prices and fast shipping just wish the shipping wasn't so high.. The Plus doesn't help us small time businesses either. I would order more if the shipping was less. "
"Webstaurant has the best prices and phenomal shipping,. My order was delivered expeditiously and without any complications,"
"I love shopping through webstaurant.com! The pictures are great, the ability to create lists is wonderful, and I love the videos that explain several of their products! Great experience thus far... can't wait to get my merchandise!"
"Love ordering from webstaurant. Quick shipping, lots of products!"
" I return the product because it’s not what I ordered , I paid for the shipping tell me as well as the return shipping as well as a 20% restocking fee. I will never purchase from this company 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.”
"My company ships a lot of products on a daily basis, and have the need for more tape guns. We use a specific size (3in Tape gun) as this covers more area on the box. I came across what I thought was a 3in tape gun at a reasonable price from webstaurant, and ordered 3 of them. They arrived a few days, however they were the incorrect size.. 2in. We have specific tape that fits a 3in tape gun only. A 3in tape will not work with a 2in tape gun (wrong ammo). I started an online Chat with Meghan, her response time was slow, and the ability to comprehend that they sent the wrong size tape gun was not there. She kept asking me to measure the inside of my tape??? (she clearly doesn't understand the product).
I sent 5 photos showing the difference between a 3in tape gun and a 2in. (including a photo with a measuring tape showing the size of the gun). She continued to argue/dispute the size of the tape gun, even after photos! Once replying my 3in tape should work on the 2in gun... which is totally not the point, you sent the wrong product (and is wrong). I ultimately pointed out that they have their product mislabeled on their site and should fix it ASAP. Glad I could help. "
“Thank you for your review, Rain. I am sorry to hear that you were unhappy with the product and service that you were provided. Since you have provided your order number, I was able to see the exact item that was purchased. In looking into the item, the 3" is referring to the tape's core diameter not the width of the tape that is compatible with it. In looking into the product description, we do note "Use this dispenser with your 2" x 110 yard box sealing tape with a 3" core. " as well as noting the 3" was the core diameter in the item's name as well as in the specs section as well.
Normally in this situation, this would be considered a standard return with a restocking and return shipping fee, but I am happy to hear that Meghan made an exception to return the tape dispensers for the confusion. In the future, if you are confused about a product or are looking for an item with specific specifications, feel free to chat, call, or email us for assistance.
If you ever have any further questions or concerns, please do not hesitate to contact us at Help@WebstaurantStore.com.”
"I have been buying at webstaurant as a reseller for my retail business for the past 6 years. I have not had any problems with getting refunded or items replaced when I received a damaged or missing items. Great customer service. One the other hand I stopped buying from some of their competitors due to bad experiences in getting items refunded. "
"They have the equipment, but it will take a month to receive it. I called their customer service number and they said there is nothing to do about my shipment being 10 days late. when it arrived it was damaged as if it was used before. I can just wait and hope. Never buying from them again. You can find the same equipment for a few dollars more, but great customer service and clear return policies. Most importantly, reasonable shipping time. 7-10 days.
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“Hello Anas, thank you for your review. I see with this order the original reason for the delay was due to the fact that the heavy equipment was being shipped to a residential location. In general commercial equipment is not intended or designed for residential use and can void the manufactures' warranties. Once we confirmed with you that it was in fact for your food truck, we were able to release the order to process. These items then shipped from our Maryland warehouse to you in Montana via carrier truck. At this time we do not have a way to expedite this beyond the standard transit time which you can see from our estimated transit maps for both ground shipments and carrier trick. If you ever have any questions about transit time, please feel free to email us at Help@Webstaurantstore.com. ”
"I ORDERED A $9 ITEM AND WAS THEN CHARGE $23 TO GROUND SHIP PRODUCT. I WILL NOT BE ORDERING FROM HERE EVER AGAIN!!"
“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. 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. If you have any questions, please feel free to email us at help@webstauranstore.com.”
"I bought avantco refrigerator and freezer from webstaurant. The freezer did not work from day one. Webstaurant would not replace the unit. 3 months later the refrigerator stopped working. 3 years later and 3 compressors and webstaurant will do nothing. Today when asking about parts, the rep basically said they sell junk products *avantco ( i can show you the chat session as my husband copied them) and we should buy a different brand . I will never buy from webstaurant again as their products and customer service is the worst."
“Thank you for your review, Annie. I am very sorry to hear that the Avantco refrigerator and freezer that you purchased are not working! I was not able to pull up your order, since it was not included. If you can email us at help@webstaurantstore.com with your order number we would be happy to look into this situation for you. ”
"I am a new client. I have never ordered before. I placed an order for glasses. I thought I was ordering one glass and inadvertently placed an order for another glass. I caught the mistake the next day. On my end, they show order is being processed. On their end, they show item has shipped. They would not do anything except say sorry..you can return at your expense and we will charge you 30% to take them back. This will be my first and last purchase. There are too many companies that accept returns without charging a ridiculous 30%. Enjoy the little money, you received as it is the last you will get from me. "
“Thank you for your review. 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.”
"Literally spent an hour shopping on this site...everything you need plus some!"
"I'm very impressed with quality and affordably of my products. My searching days are over. Thank you webstaurant."
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Thank you for your review, Gerardo. I was able to locate your order and I am so sorry to see that there has been multiple delays and misinformation about when the items would be available from the manufacturer that was shipping them out to you.
We do state on our site that the item that was purchased "Usually Ships in 1-2 Business Days", meaning that if that item is in stock, this would be the typical processing time for an order, but this timeframe is not a guarantee. Since the item that was ordered was out of stock with the manufacturer this typical processing time was delayed and the estimated ship date was pushed back. We did our best to provide the most accurate information to you that we receive from the manufacturer and it was pushed back a few times as they were waiting to get the stock in.
I apologize for the frustration of the delays, but I do see that the order did ship out on 5/28 from their location in Georgia and is estimating to deliver to you on 6/6 in Oregon. If you have further questions about this situation, feel free to reach out to us at Help@WebstaurantStore.com.”