My business for different reasons could not be opened in 2022, but I continued paying my subscription despite that because I knew about the guarantee of the plus program, I even thought about stopping paying for it and that is why I contacted you to see if it could be returned for non-use, in the communication from your representative he explained to me that this guarantee only worked when the year was up, I have this email as proof, now you tell me that this program started days after I started, it seems like a scam, your previous representative wrote that I would receive my credit automatically after () for that reason I did not cancel and continued paying even when I did not need to buy anything at that time, because it was logical that I would not lose my money and I would use it as credit for their store. I am your client, despite only having bought about 2 months, I kept paying my membership fee and trust you, I repeat that now you tell me that the program started days after I started, it is a scam and abuse from an apparently large company from a very small consumer, I am 65 years old and I am putting my retirement savings to complete my business and I am not saying this so that you feel sorry but so that you know that I am going to continue claiming this credit that I will use in your company I want my credit like your previous representative told me or I will continue escalating. If this works like this, your company does not respect itself, you must keep your word. My business for different reasons could not be opened in 2022, but I continued paying my subscription despite that because I knew about the guarantee of the plus program, I even thought about stopping paying for it and that is why I contacted you to see if it could be returned for non-use, in the communication from your representative he explained to me that this guarantee only worked when the year was up, I have this email as proof, now you tell me that this program started days after I started, it seems like a scam, your previous representative wrote that I would receive my credit automatically after () for that reason I did not cancel and continued paying even when I did not need to buy anything at that time, because it was logical that I would not lose my money and I would use it as credit for their store. I am your client, despite only having bought about 2 months, I kept paying my membership fee and trust you, I repeat that now you tell me that the program started days after I started, it is a scam and abuse from an apparently large company from a very small consumer, I am 65 years old and I am putting my retirement savings to complete my business and I am not saying this so that you feel sorry but so that you know that I am going to continue claiming this credit that I will use in your company I want my credit like your previous representative told me or I will continue escalating. If this works like this, your company does not respect itself, you must keep your word.
This is the copy of your representative's email:
Good morning Santiago,
Thank you for reaching out! I do see that you have been enrolled in Plus for a full year as of 7/7/23. However, since the Plus money-back guarantee program did not go into effect until 8/31/22, the first month of your membership wouldn't count toward the money-back guarantee and you would need to be enrolled through 8/31/23 to be eligible. I apologize for any confusion with this. Once the full year has gone by the store credit will be automatically added to your account. Please reach out if you have any further questions or concerns. Have a great day!

Thank you,
Libby Jones

AVOID PURCHASING THIS TURBOCHEF OVEN AT ALL COST! This oven was delivered to us with some sort of defect or damage that prevents this oven from cooking simple items such as a muffin, slice of bread, scone, and cronut. It takes 4 to 6 minutes to actually cook the items I've listed which is not optimal for a high volume, grab and go restaurant. Other ovens in the market can cook these items to perfection in 20 seconds to 30 seconds. My team has received customer complaints daily due to the items not being cooked through all the way and we have been forced to refund customers due to this oven not cooking properly. In addition, this oven has caused smoke in my coffee shop that is noticeable from my team and customers which is becoming a health hazard. I have purchased the warranty for this item and have asked Webstaurant and TurboChef to pick up the item and allow us to purchase a new oven. The customer service during the last 4 weeks on a refund for this damaged oven has been etrocious considering we have 5 locations and invested a lot of money with Webstaurant and TurboChef over the years. I understand supply chain issues and inflation are having a negative impact on all of our businesses but this is a unprofessional and against all business ethics considering the item purchased and delivered does not work properly and has damage that has been provided to Webstaurant and TurboChef in a timely manner. Again, avoid purchasing this TurboChef oven at all cost!

Here is the link: https://www.webstaurantstore.com/turbochef-hhd-9500-14-dl-double-batch-ventless-high-speed-countertop-oven-1-18-cu-ft-208-240v-3-phase-9600w/532HHD*******I.html

I purchased a VACPAK-iT chamber vacuum sealer from WR ($1200+) on June 11th, 2023 and it stopped working on June 22nd after five uses. The VacPak-it sealer produced an error code of LP that could not be cleared and the machine stopped working, wouldn't reset, wouldn't work in a different outlet or different location. I contacted WR via chat and the immediate response was the unit wasn't covered under warranty as I wasn't using it in a commercial setting? I'm a fishing guide / small charter operator and part of my offer to customers is to seal their fish as part of my services. I don't know how that doesn't apply to commercial use. I attempted to resolve the issue with them by troubleshooting the unit and everything they suggested resulted in the same error code. They actually suggested that I call an electrician to check my wiring. The outlet used is just fine no other appliance I plugged into it had any issue.

When the unit failed I had just recently returned from a trip and had customers waiting for their fish so I had no other choice but to purchase a new sealer (different brand sold by a different supplier). I also disputed the charge on my credit card so I wouldn't be out the money for two machines. I explained this to WR (on email) and immediately hit the corporate wall of standard scripted answers: "Sorry for the inconvenience, we can no longer help you since you filed a dispute on your credit card, resolution will now be up to their bank and my credit card company." Really? Now I have a 65 pound paper weight that cost me at least two customers payments and I had to purchase a new sealer as they wouldn't stand behind the products they sell to small businesses. Take a look on the BBB website (which I should have done before purchasing). They have over 100 complaints just like mine. Most were NOT resolved amicably. Maybe a tenth of the complaints resulted in a satisfied customer. Pretty sad and unfortunate they have zero support for small businesses or anyone for that matter based on the ratings on this website and the BBB website. They simply hide behind some legal position they dreamed up as "commercial use" only. As a footnote - AVOID any VACPAK-iT sealer products. The company has zero presence on the web. One can't even find a result when looking up this company. I feel it's very likely it doesn't really exist and WR has some assembler behind the scenes company making these machines with typical China junk for parts. Would explain their reluctance to do anything to support what they sell in terms of this product. Don't go through what Ive been through. IT will COST you.

Short version: If you can buy what you're looking for elsewhere, do that.

I needed some oddly sized racks to fit a particular use with the space that I have. I would be reordering these racks if things went well. Only they sell this size rack.

Had numerous issues with their online checkout spanning multiple days, multiple machines and multiple browsers. I was prevented from ordering for that entire day. When the checkout button was clicked, it would grey out with no error message provided.

When I spoke with support they told me my card was declining and to speak with my bank. After speaking with my bank, verifying my information there and on the website. I was still met with the same greyed out button and no error. After following all of their supports tips, tricks... I finally gave up trying to order that week.

The next week, I provided the form the same information and was able to check out...

HOWEVER. Website has a bug where it will only allow you to change shipping address information by going through the billing address, in post. The Shipping Address button redirects to nothing.

So after filling out both billing and shipping addresses again, I complete the order...

Only to see my confirmation email shipping it to the billing address instead. This location is over an hour away.

I email them once I catch it (about a day later) asking them to update the address to the correct address provided. I wait for a response and no response ever comes (checked spam, junk, etc.) Using their chat bot tool I am disconnected twice from them before recieving a resolution, only being told that they 'might' be able to reroute it to a hub.

During the two dropped chats, I never confirm that I want it shipped to a hub before being dropped from the chat.

On the third attempt, I work with someone who says that tomorrow (currently 11AM CT) they can contact FedEx and will email me with information on updated routing to a hub in my city, providing me that address (about 5 minutes away.) I confirm that I'd like that location. I also never recieve those emails after providing 3 seperate emails hoping that maybe one of those recieves an email.

Ultimately, 4 of 5 packages were shipped to the billing address and 1 of 5 packages were shipped to a hub in a completely different city/location than the hub that I requested.

I'm now travelling 1 hour both ways to pick up packages for an issue that could have been resolved had a support professional at any step of the way actually contacted fedex with any amount of urgency.

I'm changing the physical layout of what I needed these racks for just so I can never purchase from here again.

WebstaurantStore states that they were able to deliver to Singapore, so I decided to order a cooking pan as a Christmas gift for my father. I had input my billing and shipping information, which all seemed correct, then made my order for a lovely 16" pan (link: https://www.webstaurantstore.com/vigor-16-non-stick-stainless-steel-aluminum-clad-fry-pan-with-excalibur-coating-and-helper-handle/473SSFRY16X.html). A few days of seeing the order in processing later, I went to check my order and I was shocked to see it had been canceled! Apparently they couldn't verify my billing address! I had received no notice that they were having trouble before they canceled it!

At the time, I gave them the benefit of doubt, so I wanted to order it again, but they were sold out of the 16" version and I needed the pan, so I settled for a 14" pan instead. Again, I made my order and confirmed my billing address.

This time, I watched my order tracking and checked my email like a hawk. And once again, my order got suddenly got canceled. On both occasions I had received the order confirmation email, but I only received a cancellation email on the second order. I then brought up the issue with a representative, and to my utter dismay I was informed that my shipping address "was not to Singapore."

In disbelief I went to check the shipping address and try to imaging my confusion upon seeing the words "Ireton, IA" in address! It turns out that if you input your information on the mobile site and live in a country outside the US, it will insert the state information of the town of Ireton, Idaho with no ability to avoid this! I only noticed when I went back to inspect that this was also on the order confirmations. I have attached proof as screenshots (censored to protect my anonymity). I informed the representative but I was told to take it up with my bank and that "all future orders will not be processed due to our inability to verify your payment information."

I managed to confirm my information successfully by switching to the desktop website, but the damage has already been done. I have lost too much time.

I am quite perturbed as this has been a massive inconvenience for me and it is all due to the poor quality of WebstaurantStore's mobile website. If you live outside the US and are thinking of making an account on WebstaurantStore to order some cooking equipment, save yourself a ton of trouble and use the desktop website, at least until they fix this problem.

Beware of WebstaurantStore! Beware! This company lacks any appreciation of customers, and is apparently staffed by non-human robots who have no ability to understand, comprehend or remedy anything other than very simple situations that are mapped out in a procedures manusl. Total lack of consideration for a long-time five restaurants owner who has spent tens of thousands, all because of $200 in shipping overcharges because I didn't renew an expiring credit card while hospitalized comatose, on breathing machine and given a low chance of survivability. Instead of showing compassion and willingness to consider the circumstances, your company's response was not even human. All I wanted them to do was adjust the shipping charge due to a unique situation, but instead they were happy to lose a customer and cancel a large order and still lose the disputed shipping charge. I suppose they are at least happy with themselves that they "followed procedures", apparently everything else is secondary to that.

4:21:21 PM: * Sherry S. Joined the chat

4:21:36 PM: Tom Dailey: Just placed order Order# ******* but didn't receive plus shipping discount even though we signed up a few months ago and received on previous recent orders?

4:22:13 PM: Sherry S.: Hello Tom. I would be glad to check on this for you.

4:23:48 PM: Sherry S.: Thank you for waiting. Looks like your subscription ended on 12/1. You will need to sign back up.

4:24:21 PM: Tom Dailey: Why did it end? We didn't cancel it

4:24:58 PM: Sherry S.: You may want to cancel your if you plan to enroll again. It could of been a payment issue. Did you card need to be updated recently?

4:25:31 PM: Sherry S.: Yes we sent you an email saying the payment type expired.

4:26:24 PM: Sherry S.: To help our customers, we do have an option for you to cancel an order from your account within the first 15 minutes of placing an order. If you need to do so, you will need to log in to your account and go to your View Orders page on within your account. Your most recent orders will show on the main page. Once you locate the order, click the green "Cancel Order" button on the right. You will always receive an email confirmation once the order is successfully canceled. Then once you have enrolled for plus again you can replace the order.

4:26:44 PM: Tom Dailey: I was seriously injured in an accident and hospitalized for 24 days

4:27:44 PM: Sherry S.: I am sorry to hear that. Once your payment has processed for the Plus you can replace the order.

4:28:56 PM: Tom Dailey: NO thank you, I'd rather replace your company. Nothing but trouble with shipping, tax exemptions and now this.

4:29:43 PM: Sherry S.: I am sorry for the inconvience. We did email you on 12/2 and 12/15 about the payment type expiring.

4:31:37 PM: Tom Dailey: I'll be sure to let the trauma unit at my hospital know that they had no right to mark me as level 1 Trauma because it didn't meet Webstaurabts requirements

4:32:34 PM: Tom Dailey: I just tried to cancel the order and it won't let me. I'll call my bank to dispute the charge.

4:32:51 PM: Sherry S.: I am sorry for the inconvenience. Since we were not aware of you situation that is why the subscription expired. Please give me a minute to check the order for you.

4:34:59 PM: Sherry S.: I have your order confirmed canceled. A cancelation confirmation email was sent to you. Your card was not charged and the credit card authorization was voided. Authorizations usually fall off in one week depending on your bank. I have also sent you a separate email with the voided credit card receipt.

4:37:09 PM: Tom Dailey: Thanks for your efficiency, and total lack of compassion for a 5-restaurant owner with injuries. May God richly reward all of you. I'll start my communications and social media posts about this tonight and be sure to share with others.

4:38:12 PM: Sherry S.: I am very sorry for the inconvenience. What would you like for me to do to make this easier for you?

4:39:57 PM: Tom Dailey: Your company has already stabbed me, a customer who has spent thousands, and twisted the knife. No further action, please... I now understand who and what your company is all about

4:45:10 PM: Sherry S.: Is there anything else I can help you with?

4:45:53 PM: Tom Dailey: Yes, you and your company can join the human race.

4:48:42 PM: Sherry S.: I assure you that this is not meant to be an annoyance. Since we're not aware of your situation I am not sure what else we could have done to continue your Plus subscription. The subscription expired on 12/1 and we did not end til 12/15 due to the payment type expiring.

If there is anything I can do the help ease this for you I would be glad to help.

4:54:56 PM: Tom Dailey: All I was asking was for the $200 shipping charge to go away because there was never any intent to cancel the membership and the card expired while I was involved in an accident where the hospital assigned a less than 30% chance of survival and I was in a Glascow Level 3 Coma which is the lowest rating you can receive. I spent tens of thousands with your company over the years, but I now understand "what have you done for us lately" is the way things operate there. Apparently there is an expectation of renewing an expiring credit card while comatose and on a breathing machine

I posted a review and they sent a cordial reply. However, it doesn't align with their website's terms and conditions.

They state: "Address Change/Reconsignments
If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.

If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.

Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees."

They never offered to send the items to the correct address. They said I needed to place a new order, and pay shipping again and in 6 WEEKS - they'd refund the original purchase less 30%.

Filed a dispute with our credit card company - and strongly discourage others from purchasing from this site.

Terrible customer service
November 15th, 2022
This store does not care about businesses. Had an issue with my first purchase from them ever. Transposed a number in our street address. They would not send out the item even though they'd received the item back. We had paid for expedited shipping as well and they said we had to place another order, pay a 30% restocking fee on the original order and would need to pay expedited shipping again.

Bad business. We service a ton a restaurants. Will never use them again. Plenty of other parts companies out there. Way to shoot yourself in the foot by not caring about your customers.
Tip for consumers:
Not reliable. Go with another supply house!

Products used:
None- bought from another supplier.

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Helpful (1)
Chelseyt
Jessica W. – WebstaurantStore Rep
11/15/22
Thank you for your review Maryann, and I am very sorry to hear about your experience with your recent purchase! 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. If you have any additional questions please feel free to live chat with us, or you can email us at *******@webstaurantstore.com.

Yep! You read that right. I ordered a set of bowls, and when I received a set of bowls that was different from any of the thousands of bowls listed on their website, customer support did NOT want to hear about it.

I was not able to get to support using the listed number, I was instead sent into an options loop that routed me back to the initial automated greeting if I opted to speak to a representative.

I was able to quickly get someone using the chat console, but my issue was initially being aggressively dismissed by each pf the 3 agents I spoke to, with one agent saying "That is the correct item number on the box and the item does match the picture and the description on the items page!" (Complete with an exclamation point)

Each time, once I demonstrated that the image online not match the item I received, I was told that the description (of a set of bowls) matched the item I received, and that the image is only for reference and will not always picture the item being sold- That I was not eligible for a refund since the item is described as a set of bowls.

I responded that the description also matches the item pictured online, and asked how it's fair that they expect me to guess that I wont be receiving the item pictured as it is described. This is when the chat console would crash (and it did not feel like a coincidence.)

So on the third try, I led with the recap of my conversation including how I was being told I was ineligible for a refund even if the item received didn't match the picture. This agent told me that the item I recieved was correct but that maybe wasn't accurately depicted due to lighting or other factors (impossible! The bowl pictured on the website was embossed over it's entire exterior with a geometric pattern. The bowl I received was smooth(ish) with some kind of lumpy amphibious-looking finish.)

They DID offer me a "one time refund exception", but advised me that if I wanted to see what I was purchasing before I purchased it, that I shop somewhere else, such as a local store. I replied with "Okay, I will shop at a local store next time." Literally just to repeat it back to them…. Because that was such a wild thing to say in this situation to a customer who did not receive what was pictured.

So yes Webstaurant Store, I'm cancelling my account and will shop elsewhere as recommended by you going forward.

P.S. They still have the same incorrect image listed for the bowls which upon receiving are in my opinion, not worth $5/each. But I guess that suits their apparent policy that the picture need not be honest and accurate.

I placed an order for floor mats from this company. My delivery arrived in a timely fashion, one week later. When I opened the first box, however, I saw that this was NOT what I had ordered. It was the wrong material, wrong color, and the wrong size. The manufacturer's label on the box correctly identified the product inside, but it was NOT the product I ordered, different stock number, and 1/3 the price of the item I ordered and paid for, according to the listing for this item on the Webstaurant site. In addition, while the FedEx sticker gave my name and address, the manufacturer's label indicated this was for the "Snake Oil Cocktail Company" in San Diego, CA (I am in Wisconsin and do not own a business by that name).

I spoke with their chat this AM, since they were offline by the time I opened the boxes yesterday. The person I spoke with was pleasant enough and asked for pics of the items. He then sent me an email, to which I attached pics of the item and of the manufacturer's label. I made it clear that I want FedEx to pick the boxes back up--I don't expect to have to schlep 8 large boxes to the shipping place, nor do I expect to pay restocking or shipping charges b/c what was sent was NOT what I ordered. This is in no way my error or my problem.

I did consider just accepting the shipment and asking for a price adjustment, as I could live with the wrong material and wrong color, but the size is wrong too, and that's something I can't make work.

The pictures show: First, the item I ordered. Second, the item I received. Third, the manufacturer's shipping label.

Update #1: I received an email from Webstaurant telling me that I would receive further information by email on the situation no later than 3:00 p.m. EST on Wednesday. I had not heard a word from them by that deadline. I contacted them later in the evening and was told that they hadn't heard back from the manufacturer yet. I received a NEW promise to contact me no later than Friday at 6 PM EST. When I questioned why my refund/exchange should depend on Webstaurant's contact with the manufacturer--I didn't buy from the manufacturer, the name on my invoice and credit card bill is WEBSTAURANT--I was told that that's just the way it is. It seems to me a reputable company would get started on making things right rather than delaying and pushing the responsibility off onto another party.

I'd also like to add that I responded to Webstaurant's reply to this review and have received no reply to THAT, either.

Update #2: I did receive a response on Friday, later than promised, but at least a response. The company says they have initiated a full refund and that this will take 4-5 business days to show up on my credit card. I'll post again with the results of this most recent communication.

Update #3: Regarding the refund I was promised in an email last Friday, I am seeing what appears to be a second CHARGE in the "pending" section of my credit card account rather than a refund (no minus sign before the dollar amount). This same email promised that I'd be contacted by 7/6 with info on return shipping of the items I was shipped in error. It's 7/7, and I've heard nothing on the shipping.

Update #4: On 7/7, I emailed regarding the info I was promised would be sent by 7/6. It is 7/8 today, and I don't have either the info or a reply to my email. Have not received a refund, either.

We are at 11 days and counting, while I'm out nearly $400 and NOTHING has happened to actually address the problem.

You will get ZERO customer service from webstaurantstore - and I've waited 14 days for an order!