WebstaurantStore

Buyer Beware! Not as shown - refer to data sheet - every size listed shows a picture of the six inch faucet no matter what size it is. Pretty darn lazy on behalf of WebstaurantStore.com website developer - there is a link to the data sheet but the pic for every size listed is the six inch faucet. So if you are buying a larger size that is not what you are going to receive. The data file is more clear but none the less - expressed or implied warranty of merchatability - you are not getting what you see. Here is my problem - with any other on line vendor WebstaurantStore will make an acceptation for this and waive the shipping and or restocking fee. In this case? Oh no. I'll get less than half of my money back after paying to ship the item back and paying a restocking fee. For this? I'll take my future business to amazon, Ferguson, etc. I understand your restocking fee for a customer who changed their mind but you need to do a better job of clearly representing what you are selling. I also bought another item from you that was not as advertised - went round and round with on line chat people about it and NEVER got a resolution. That was sold as stainless steel but is clearly chrome plated steel and a magnet sticks to it. So in that case you sold me a ten dollar item for 4x the price and won't do anything about it. Shame on you.

I was doing business with WebstaurantStore and loving it. Then I placed an order and I received an email stating that my order was on hold and that I needed to provide a copy of my driver's license and/or a bill showing my billing address and credit card number.

Wow, that's weird, I thought it was a phishing scam. Turns out it's not. Suddenly Webstaurantstore decided that a repeat customer, with zero problems, is a fraud risk for a $67 order. WebstaurantStore shifted our business relationship from great to non-existent.

I wrote a complaint stating it's unreasonable to request a copy of someone's driver's license to buy coffee online, especially when I'm a repeat customer in good standing. I received a response stating there was "suspicious activity from my IP address". Which is complete nonsense. So not only are they wrong but they're now implying they're monitoring my computer connection? WTF? They basically said, yeah it's an inconvenience but just provide the information we requested. They even acted as if they were doing me a favor by not cancelling the order and giving me a chance to comply.

WebstaurantStore is acting very suspiciously and demanding information I would not provide to any online business. Again, keep in mind this was for a $67 order. It's not like I was buying a $10,000 cappuccino machine.

Well, I'm now very worried about the security of my credit card number and other information I've shared with them. Demanding such info as a copy of one's driver's license is what scammers do when they're attempting to steal someone's identity.

Ordered canoe cut femur bones from WebstaurantStore.com. Picture and description clearly show full length canoe cut bones, weighing approx. 3/4 lb. each. What I received was 10 lbs. of small, irregular cut bones, some even in thin slices. I ordered the bones for my large dog. I cannot feed him any of this; the bones are too small. When I pointed out during our chat session the discrepancy of their description and picture and what I actually received, all WebstaurantStore kept saying was they sent me the correct product. I even sent a picture of what I received (bones in the bag) and the pic of the bones from their site (full size bones) and they still wouldn't budge. They even went so far to tell me that their femur bones are for restaurant use and that I shouldn't feed them to my dog. LOL! If I can't feed their cow bones to my dog, I sure as heck won't feed it to people.
UPDATE: Their response to my review is pretty much what they told me when I participated on a live chat. The bones I received ARE NOT FULL LENGTH canoe cut femur bones as pictured on their website. They have all been cut in half or thirds lengthwise. Of course they were cut canoe style to expose the marrow; that's the whole point of the product and why I ordered it to begin with! As for whether I should feed these to my dog or not is none of their business and they should have kept their opinion to themselves. My VET has agreed raw marrow bones are a wonderful treat for my dog and whole heartedly encourages it. As it turns out, I found a local butcher who provides me with the full-length canoe cut femur bones I need.

I bought a commercial refrigerator for over $3000. 00 with white glove delivery which was supposed to take an extra 5-7 days delivery. I didn't mind the wait though the cost for this special delivery was high. According to the tracking schedule my item was delivered to my city 8 days ago but I have not received the refrigerator yet. WebstaurantStore told me it was going to be delivered last Saturday (Today is Tuesday) so I went into work on a normal day off to wait from 9:00 am to 1:00 pm for delivery. The delivery did not come because someone had the wrong contact number to reach me. I rechecked my order and had given the correct number. After numerous attempts to contact NSD the delivery company and also contact to Webstaurant, they have now rescheduled the delivery to tomorrow between 9:00 am and 1:00 pm. These are not my normal work hours and I will have to go in during this time to see if they show up. So far it is 15 days since the original purchase. I will never use this service or purchase from this company again.

After several thousand dollars in positive experiences with WebstaurantStore over a couple of years, WebstaurantStore have now lost a customer (and quite a bit of future revenue from my business) forever.

I purchased a ~$750 Avanti brand countertop display freezer. It arrived and did not work despite following the instructions in the manual to the letter. Upon calling customer support they said "we're declaring this defective" and sent me another unit of the same model. That was the right thing to do, but that one didn't work either!

In addition, with the second freezer they also mistakenly shipped me a 100 pound box of freezer paper that I did not order.

I called them again and said that this was causing a lot of disruption to my business and I needed a resolution quickly because of lost sales and incovenience to my customers having large defective freezers taking up space in our lobby. They said this is a known issue with this freezer and my options were take A) a THIRD replacement of the known to be defective unit or B) take store credit.

I said given the track record of TWO defective units, that I'd pass on a third since i simply don't have time to deal with it, or have any belief that the equipment would be reliable in the long term. I have very specific space requirements for the freezer unit I need and none of the other options on their website met those needs aside from this defective series. I said "if you can source one of this superior brand, I will happily use the store credit toward that purchase." (That was reasonable on my part and the right thing to do on their part.) They told me they couldn't do it and so I'm stuck with store credit at a place where they KNOWINGLY sell defective merchandise.

Now I am stuck having to buy a very expensive freezer from another supplier AND I am further stuck with the significant financial and time related costs of legally and properly disposing of TWO defective freezers. It ain't gonna be cheap.

To add insult, this company was more than happy to send over a fedex shipping label for the return over their 100lbs of mistakenly delivered freezer paper that they went out of their way to "thank me for my honesty" for returning.

WebstaurantStore could have easily saved this relationship by doing the right thing, or perhaps by even arranging to have the defective equipment removed from my property. Instead I have lost time, lost sales, a lobby full of defective freezers, credit I can't use and an even more expensive freezer on the way from their competitor who I will return to instead of Webstaurantstore forever.

I purchased a funnel from Webstaurants to make hard candy. My old funnel, from a different company, had a plastic nozzle that popped off after multiple uses.
I purchased this one because it was all metal. However, after my very first attempt, I opened the nozzle and not an ounce of the liquid came out.
When I contacted Rita, via chat, I asked about the return policy and she said WebstaurantStore only except returns on unused item, and they charge a 30% restocking fee, no reimbursement for original shipping, and an additional charge for the return shipping!
I then told her that my item wasnt working and she responded that that was a warrant issue, and that my funnel didn't even have a warranty on it.
The agent asked if she could help me 'fix' the issue with the product. I told her I used it with liquid candy and her response was "I'm sorry that this is not working with the hard candy, and that would be a unique application, and not one that is recommend for this dispenser."
Even though I had already told her that I've used funnels in the past without this particular problem.
She made it very clear she would not put forth any effort into helping me.
When I asked to speak to a supervisor I was told:
"I am able to work with you directly, as we are able to assist all customers directly. I'm sorry that the dispenser is not working for your application, and since it was used, we cannot look into a return. Additionally, there is no warranty included with the dispenser to review this further. For products that offer a warranty, that would be listed on the items page. In the future, if you review an items, and you do not see your intended use listed as an option for the product, please feel free to chat in with us, and we can review to help advise if that would be a good product for your need".
So in summary, 'I can help you, but I won't because our customer service was made to help the company and not the customer.'
This type of customer service is absolutely despicable! This is not how a respectful company would handle their customer service, and this is a retched business model!
I will never purchase items from this company again, and am still in shock that they have the gall to run their business this way.

Hello,
I'm following up on your griddle and the pilot lighting issue you're having. My product team said that sometimes the elements of being in a food truck in colder weather can knock a pilot light out, but WebstaurantStore also noted the area may be clogged, causing difficulty in lighting the pilot. Can you take a look to see if there is any clogging in the unit or if anything is obstructed? I look forward to your reply.

Thank you,
Christian M. | (http://webstaurantstore.com/) *WARNING*: Hyperlink has been removed

Hello,
Thanks for your reply and for clarifying what you're seeing here. I'm sorry this is still not working for you. My recommendation here would be to have a local technician look at it to see if the problem with the pilot can be fixed. This unit comes with a 6-month warranty, but when used in a food truck, the warranty period is 30 days - so it would not be in effect at this time. Please let me know if you have any further questions or concerns.

Thank you,
Christian M. | WebstaurantStore

My response:
You aren't telling the truth. That was not stated in any advertising and I wasn't asked where I would be using the grill. On the phone you stated that the warranty was 6 months from time of installation. Now, you're tell me something else. Don't lie to me just tell me you guys aren't going to stand by the warranty. I will be sharing this email in my review of you guys. At the end of the day, your company should hire me because I know more than you tech team. Yea, I fixed the grill myself. And none of what you asked me to do was the issue.

This was my first and last time i will use this place. I seriously bought something small (deli containers). I didn't open any of the items, just the box before I realized that I accidentally ordered the wrong product. I thought, "no big deal. I'll just return them and get the right ones." Contacted customer service and was told i had to pay a 20%! Restocking fee and pay for the shipping on my own (which is already ridiculous) to be able to return them. And thats because I spoke to a senior advisor. IF I ordered just the lids, I would be responsible for pretty much a full repurchase (including high shipping cost again). NOWHERE NEAR THE PRODUCT DOES THIS SAY "BE AWARE OF THE 20% RESTOCKING FEE." The CS rep I spoke to says, "its in our policy." So, like that agreement any of us hardly read when you are signing a CONTRACT... yeah that one. WebstaurantStore told me the best thing to do is just to personally sell them. Ha! What joke! I will never use them again! OH and all these positive reviews you see... they pay peoples to do reviews for them. Its on their website!

I placed an order for some things I needed for a party. The items normally get to me within the week, so I placed the order on Monday and found out the shipment wouldn't get to me for two weeks. I explained to the company. Asked if I can return the items. WebstaurantStore said, sure, but we will charge you 20% plus return shipping. I responded, "So, in other words, you make it so expensive for someone to make a return that they simply can't return items. Nice". I won't order from them again. Of the several orders I've placed with them over the past three years, both times I've needed to return something, they have come up with a way to keep me from returning items. The first time they just flat-out said I couldn't return the items. I had ordered cases of baking soda when I meant to order cases of baking powder. I asked if I could refuse the shipment and have them exchange the order out for the correct item (happy to pay the additional shipping) and they said no. They wouldn't exchange it for me. I hope this review keeps enough people from ordering that they will change their policies.

Ordered 6 chaise lounge chairs. Paid $250 for shipping. WebstaurantStore said had to inspect before signing delivery receipt. Took them out of packaging to inspect. Spec sheet said seat of chair was 27". When I went to put pads on 2 days later found they were only 21" seat. Company says they contacted manufacturer and they said they should measure 27" across not including arms. I only ordered the chairs because of the width! I didn't need to spend $250 in shipping for that size chair! I could buy that size at my local Walmart or box store! They offered me a return, but I had to repackage every chair in its original packaging and secure them to a pallet and I would be responsible if there was damage in the return! When I said no they responded as you see in photo below. They want me to package and box them and they didn't come to me in boxes! WHAT? How is the supplier and manufacturers error costing me money? They did offer that I keep these useless chairs and give me a $100 store credit. I spent $250 in shipping! Oh, and as a curtesy they would waive the restocking fee! LOL

I would rate this trash company negative stars if I could. First of all, let me start out by saying that I did a lot of research before purchasing the specific items that I did. I read all of their ratings I read all of their information for each of the items, and I purchase my items based on what WebstaurantStore recommended be put together. I purchased an industrial mixer, and industrial table (that showed a photo of that same mixer that I bought on the table in the product ad), And industrial wheels that their store specifically recommended work with that table. Well, we get everything home put it together, havent double checked by multiple people to make sure that it is safely put together, and put this 300 pound mixer on the table. Come a month later the table start to bow and give out (keeping in mind that they, on their own website, recommended using that specific mixer and table together. Also keeping in mind that in the ad for that table they said it could hold over 700 pounds, and we were well under that limit). Eventually, my daughter was working with this product and saw its starting to lean like it was going to fall over. She wasnt quite sure what to do and it happened very fast, she ended up getting her arm almost crushed as this 300 POUND MIXER THEY PROMISED WOULD BE THE BEST AND SAFEST ON THE MARKET TOPPLED ONTO HER DUE TO THE FACT THAT THE TABLE LEGS COULD NOT HOLD THE WEIGHT AND GAVE OUT. Now, if I was using this machinery and properly it would be my fault. However I did extensive research and I only bought products that they specifically on their website recommended go together for what I was doing. I tried to reach out to them and explain the situation multiple times, and all they did was throw some fake information in my face claiming that they can do nothing due to the fact that it was delivered to a specific address. They refused to speak to us and they refused to help whatsoever even though they falsely advertise not only their products but they falsely advertise what they were made for. Absolutely disgusting company and products.

Normally very good service. This time very poor. WebstaurantStore sent me the wrong item that I did not order because they substituted a different size product than what I wanted & ordered.

I emailed Customer Service and I had to jump through hoops to prove that I Ordered the product and then send them proof that I ordered and paid for the second, correct product. (At this point I paid twice). I had to send pictures and produce both sets of purchase order numbers before they would even talk to me. The rep told me if I don't do this all first he can't help me.

Customer service then let me know that "Even though you did in fact get the wrong product, the manufacturer states it should still work for what you want it for so we will not take it back".

I have two sets of product that I paid for and can only use one. This is incredibly bad customer service.

Here is the email text where they admit that I "proved" that I received the wrong items.
*******@webstaurantstore.com
Thu 7/8/2021 11:48 AM
Thank you for this very clear photo indicating the measurements of the item received are not correct!

I have reached the manufacturer to report this error and have requested a return for a full refund considering you've placed a new order already. I will follow up with you per the manufacturer's response, no later than 5 pm PST Monday 7/12/21.

Please let me know if you have any further questions or concerns.

Horrible Company, Ordered item to incorrect address for 65 dollars, Could not reroute order to new address after charging me $13 dollars to reroute it. Also said WebstaurantStore could not re reroute it back to them, which is bull. Anyone can do this if they actually called the carrier, i actually ended up calling the carrier myself and they notified me they can reroute it back to them with no issues, and no questions asked. Webstuarant said i would have to wait until the item arrives then send it back, then they charge shipping and a %30 restocking fee, because it is a residential address.%20 if it is a commercial address. A good way to get more money out of you, then shipping back as well. All in all on a 65 dollar item i will be refunded a grand total of $12. I asked the lady on the phone why the difference and why the re stocking fee, and they could not give me an answer. PLEASE BE CAREFUL BUYING FROM THESE GUYS. THERE ARE SO MANY BETTER CHOICES TO BUY FROM ONLINE. THESE GUYS POLICIES ARE EITHER STUCK IN 2009 OR THEY GENUINELY DO NOT CARE ABOUT THE CUSTOMERS JUST THE MONEY BEWARE! ITS NOT A COINCIDENCE MOST OF THE REVIEWS ARE NEGATIVE.

My client had a restaurant kitchen repair job and I ordered a sink per my client's request. Because he cannot operate his restaurant until this repair is completed, I was told to order the sink with next day shipping. I was notified of it being shipped out within the next day and it was scheduled to be delivered the next business day by 8pm, which was a pleasant relief. I even contacted both the shipping carrier and Webstaurant's customer service to ensure of scheduled delivery. WebstaurantStore said yes. The day of delivery comes around, 8pm hits, and I still have not received my order. I check the carrier's online tracking service again, and the delivery date was pushed to the next business day. I contacted a Webstaurant's customer service representative regarding this issue, and all I was told was how sorry she is. There was no compensation whatsoever, which I think is standard procedure. Both my client and I are facing financial losses. As for the company, they definitely lost an otherwise frequent customer.

Ordered a stainless sink and faucet combo. Initially the sink arrived accompanied by two boxes of cake boxes, but no faucet. The first few emails to customer service resulted in them being incredulous that I actually did not order cake boxes. I even had to send photos of the boxes and shipping labels to get them to agree to take them back. Sink arrived in a mess of cardboard pieces taped together- no real shipping box. Upon opening, it was corroded. Real stainless steel corroded? I had to have multiple emails to different customer service persons each time, explaining the problem and ultimately had to send photos of the damage. WebstaurantStore finally agreed to take back the sink but refuse to take back the faucet without a re-stocking charge. I don't need a faucet for a sink that I am sending back! I asked why they will not provide a phone number to call instead of doing emails to multiple persons. The answer was; "We are a web-based company." That means what? That you have a website? Big F' ing deal. Everyone has a website, and a phone too. They just don't want to make it too easy for you to reach them.

WebstaurantStore told me an immersion blender/whisk bundle was out of stock until next weekend. But, they had the whisk and blender available separately for $40 more than the bundle.

I asked if I could purchase the separate components at a $40 discount to match the price. They told me no.

After some frustration, I simply gave up and put my name on the list to be notified when the item was back in stock.

On 2/22 I get an email that it's back in stock and available for purchase. So, I buy the item along with about $200 worth of other products that I need, expecting fully to have my order within 5-7 days.

Then, on 2/25 I get an email that the item is out of stock and my order won't ship out until 3/4!

I mean, come on now. I was specifically notifed the item was available, it let me BUY the item and then waited 3 days to contradict itself and say I now have to wait another week! And, they STILL wouldn't match their own price; they told me they'd give me $20, but not $40 -- as a ONE TIME courtesy.

I'm sorry, but THEY made the mistake... and more than once. I should not have to pay more and wait longer because their system is flawed. They also gave me a hell of a time returning a case of pumpkin that they didn't say was made in China in their own description.

Ugh... I'm just so frustrated with Webstaurantstore.com. Plus, their shipping rates are very high compared to other places.

Just be VERY VERY VERY sure about what you're actually buying from this company BEFORE you buy it. Because once you've placed the order, it's like getting blood from a stone to get ANY sort of help at all from anyone. They'll come up with 3000 excuses as to why you can't return, exchange or make any alterations.

Make sure you ask 1,000 questions and get it in writing.

With this company, the customer is never right.

I ordered a large table top, carnival style, popcorn popper from this site. I tried the popcorn popper one time only. It did not produce the quality of popcorn that was described on the site. I followed the directions exactly as described, and the popcorn it made was just awful. The popcorn kernels that I used were brand new and had just been bought.
Per the instructions, I used clarified butter in the popper. I used the included scoop to measure the popcorn. I followed the instructions exactly and also watched the video on their website. It tasted terrible and the texture was like styrofoam or thick paper and very difficult to chew. I've made popcorn on the stovetop with these same ingredients and it turned out just fine.
I cleaned the entire machine and put it back in the original packaging. I then contacted the WEBstaurant Store asking for a full refund, including shipping. Their customer service then contacted thier warranty department to look into it further in order to see if there the actual unit could be defective. WebstaurantStore determined that the unit was not defective and they would not issue a refund.
They said that sometimes you have to use different popcorns or oils to get desired results. The user manual does not recommend a certain brand of popcorn or oil. The only ingredient recommendation is that clarified butter should be used instead of regular butter, but any type of oil is acceptable. I used new popcorn with clarified butter.
They said that I could ship the unit back to them (at my expense) so that they could inspect it. If they found it to be defective they would issue a credit. However, if they found the unit to be in working condition, they would ship it back to me at my expense. This is a large item. Shipping it to them, and them possibly shipping it back, would be very expensive. Since they had already guessed that it must have been the 'type of popcorn' that I used, I did not have confidence that their biased warranty department would decide that the unit was defective.
I used the product exactly as stated in the user manual and did not get the results that were advertised. I am left with a giant $150 paper weight and I feel as if I've been robbed.

I've purchased a wood top work table. It took 7 days before it shipped, but I was happy to get and email, FINALLY that it had shipped. The email CLEARLY STATED there would be no phone calls prior to delivery, so I waited, and waited, and waited. When the item never arrived I checked my emails again. I found an email that said the carrier was unable to contact me by PHONE so the item was returned! WHAT?! WebstaurantStore said there would be no calls before delivery! AND the number they stated they called I haven't had in over a decade! I didn't give that number so where did they get it? Well, I payed with paypal, and apparently THAT'S where they got it. They asked a THIRD party for MY information! Then said it was MY FAULT! I paid $495 for the table, after the return fee, restocking fee AND taxes on all of it, I got $194 back! I have serious doubts the table was ever shipped. THIEVES! After reading several reviews online, it seems this is a common occurrence with WEBSTAURANTSTORE. I should have investigated before making a purchase.

Hello everyone i bough a fryer i ordered the 208v fryer WebstaurantStore sent me the 240volt my invoice said 208v but received this we opened to realize it wouldnt work. They said they would fix it so it sent it back cost 29 bucks to return. Then they said we used it when we didn't have to correct plug in. They sent back pictures saying its clearly used. They were nice about being not helpful and said there's nothing they could do since the item was damaged and used which makes no sense i wished i would of took pictures but it literally looked like they put oil on the return and said its used see the oil. They said they asked there shipping department about it and get back to me but instead sent it back to me charged me 6.19 shipping to return it to me saying this is what i wanted right. To have them ship back the wrong fryer that i paid for Thanks For Nothing I would rather deal with Amazon or alibaba atlease they do it right and guarantee there items instead or drop ship it and say your solo we messed up but you used our product. BTW how does return shipping cost 29 to send it to you but cost 6 bucks to send it back to me but originally ships for 40 dollars makes any sense people. Deal with some one that actually cares about customers.

We bought Dough Pro Express from Webstaurantstore online in Early March'2018, after we received item, we reach out to manufacture as we were having difficulties on setting temp. We also want to talk to Manufacture regarding temp and time we need to role our fresh dough and we were told that we need to store Dough in Freeze for 12 hours before we can use on dough pro express, this could not work for us due to lack of space in our restaurant and we use fresh dough. We initiate return with WebstaurantStore, at first WebstaurantStore refuse to take back, after we directly talk to Dough Pro, they took over 3 weeks before they provide us Return authorization with we have to pay 20% restocking fee + shipping. I was still agreed to ship as this machine was no use to for us and not use at all. We return machine end of March and today 5/3/18 we are still waiting for refund even reach out regarding this matter several time with WebrestaurantStore. As small business you we deal with B2B, would expect that WebstaurantStore should follow and keep me updated time to time. They go there money so they forgot about us. wouldn't recommend dealing with WebstaurantStore or Dough Pro guys.