"Beware of ordering from WebstaurantStore if you live outside of the US. The company's website says that they will contact you to obtain brokerage info BEFORE shipping your order. They don't actually contact you, and then you're forced to pay the brokerage and administrative fees to their preferred shipping company (FedEx). And if they happen to ship your order in multiple shipments, without notifying you first, then you have the privilege of paying these fees TWICE. Don't bother trying to speak with their "customer service" agents either. In their case, the customer is never right!"
"ALWAYS EASY ORDERING & QUICK DELIVERY"
"I purchased the cecilware fryer EL120 from Webstaurant.com and received the fryer with a sticky heating unit and oil inside. The customer service explained the fryer was tested with oil in it before shipping out and it is neither used nor refurbished.
I wanted to return, and they were asking me a shipping charge (probably around $100) and 20% restocking fee."
"Found this website by accident but was extremely well pleased with what I saw. The selection is fantastic and the prices are lower than most other sites. Service from personnel was quick, efficient and easy to follow. Checkout was easy, not complicated"
"I have been using webstaurant for 2 years now and refer any and everyone I know to this site for all things restaurant related! I couldn't live without you!
"
"I ordered a set of sternos as a Christmas gift. I specified in the notes of my confirmation order page that it was important the box was not marked as to what was inside since I wanted it to be a surprise. I received an email from the company that they received my note and would send a blind shipping. I then came home from work five days later and saw three boxes on my doorstep with pictures of the product on the outside of it and to make matters worse the person who I bought it for was home when it was delivered so the surprise was ruined. Not only that I called the customer service line upset and explained to them why. The representative was not helpful and refused to let me speak to a supervisor. She stated that she could refund me the money for the products if I wanted to return them but only after they charged me a 30% restocking fee!!! I will never order from this company again. It was my first and my last time. Run or hope you never have to return anything."
“Thank you for your review, Carmen. I apologize for any confusion with your order. We are primarily a business to business restaurant supply distributor and our shipping and packaging reflect this model. Some items we carry are packaged in such a way that they can be shipped safely without external packaging. Because we try to ship orders as quickly as possible, we would not be able to repackage an item that can ship safely in its own packaging. The email that was initially sent was letting you know that the shipment was being sent "blind", meaning with no packing list or pricing included. If you ever have questions about an item, please reach out to us before you purchase so we can help you find the right product. We try to provide enough information on our website so our customers can make the best, educated buying decision. You can always reach us through chat directly on our website or through email when you have order or product questions. If you have any questions or concerns, don't hesitate to reach out to us at Help@WebstaurantStore.com”
"I bought all new equipments for my new business on Dec 5, 2017 on webstaurantsore. On November 2018, my Bunn hot water dispenser not running anymore but still under the warranty. First, I contact this company, but they have not do anything. Then I called Bunn directly. After come and fix the problem, Bunn company send us a bill over $200 with the reason that the labor warranty was expired on Oct 2018. I asked Bunn that how long this product warranty under your policy, theor answer is a year.
Here is the problem, I recieved the item on Dec 27. Original purcharge date is Dec 5. To avoid intallastion fee and violate warranty of the Bunn, on the online website of this product from the webstestaurantore, I had to bought an extra water filter for $200. How can it possible that the product expire before a year? If I was not send by old product, there will be a wrong statement on the website. You guys all can take a look on product detail.
I contact this company and aksed them to contact the Bunn service to solve the problem. They got back us to us as a runner from their responsibiltity. Agent from web said that if I dont have the installation paper, so the Bunn can count that the machine was installed from Oct 2017 and which mean my product is no more under warranty at this point. How can it possible for me to install the product before I even received it? On Bunn website they also never ask me to register for the warranty online or in paper, and neither webstaurant did. However, webstaurant supply said if I dont have record of installation date, Bunn will have the right to imply the hot water dispenser was install from Oct 2017. Now when it came to the point of warranty, I was forced to paid and no comany accept their responsibility especially this reatail company. Please be aware when you bought anything from here becuase you wont know there is still warranty or not."
"I have ordered from Webstaurantstore.com off and on for the past couple of years. Mostly for family events and weddings. I haven't been disappointed yet. I love that you can purchase commercial grade equipment at a reasonable price. Excited to introduce my son to your store. I'm sure he will be as big a fan as I am. Thanks!"
"Will Never order again. Ordered something and 1 hour later could not cancel the order. The customer service agent was very unhelpful and refused to let me talk to supervisor. Horrible customer service to a company that orders a lot from you business. "
“Hello and thank you for your review. I apologize that you were not able to cancel the order you had placed. We do pride ourselves on shipping as quickly as possible especially our more popular items. This is why it is important to review your purchase before placing the order because we cannot always guarantee that we would be able to alter or cancel an order once it is placed. If you have any questions about the items you are planning to purchase, you can always utilize our live chat feature or email us at Help@Webstaurantstore.com. ”
"I bought 4 units of kitchen items and one is not necessary to install.
My return was cut 25% of restocking fees and shipping fees too.
I received only 78$ out of 128$.
Never again.
They will not accept your return for the cooking equipment too.
"
“Hello, thank you for your email. 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. We do accept returns on almost all items on our site but in order to accept a return the items must be unused and in the original packaging, within 30 days of purchase. 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.”
"Always can find what I need and every product has a good explaination of how to use it plus the cautions to take when using on different things."
"Love the products, only thing shipping is very expensive "
"I ordered an Omega Juicer from Webrestuarant and did not have a good experience dealing with them. I ordered it in November during the black Friday weekend and after my order was processed was told that it would not even ship until December 28th! That's shipping, not even receiving the product. Why it needed over a month to process and ship is beyond me. I mean what if it was a gift and i needed it before Christmas? Anyway, i emailed the customer service to just ask if it could be expedited and they said it couldn't and proceeded to cancel my order saying per my request it has been cancelled! No where in my email did i say i wanted to cancel it if it could not be expedited, I was only asking if it could or not. So naturally i was not happy. To give their customer service some credit they did respond quickly and tried to fix their mistake by offering to reorder it for me, but at that point i was too annoyed so decided to order it directly from the manufacturer instead. "
“Hello, thank you for your review. Some items on our website are not normally stocked in our warehouses, including this specific juicer. These items are marked “Special Order” underneath the price on the item’s page. Special Order items may not be able to ship within 1-2 business days like our regularly-stocked items since they ship directly from the manufacturer. I do apologize that once the representative reached out to manufacturer and found out it could not be expedited to arrive before Christmas that they went ahead and cancelled the order. If you decide to give us another shot in the future, please feel free to reach out to us with any questions about where items are stocked or the ETA for shipping it out at Help@Webstaurantstore.com. ”
"It would help if you would advise the customer shipping info such as eta."
"This company goes out of its way to provide great service. Quality products every time."
A rep from WebstaurantStore, Webstaurant Store, has responded:
“Thank you for your review, Naomi. I apologize if there was an issue with the duties and fees for your international shipment. For the convenience of our customers, we utilize FedEx International as both our shipper and broker for international ground shipments. We do not require you to provide us with a broker if it is a ground shipment. If the shipment was shipped via common carrier, we will contact you for that information before it ships. I am unable to locate your order without your order number, email address or information used to place your order but if this issue is still ongoing, please reach out to us at Help@WebstaurantStore.com. ”