WebstaurantStore Reviews Summary
WebstaurantStore has a rating of 1.9 stars from 851 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with WebstaurantStore most frequently mention customer service, credit card and return shipping. WebstaurantStore ranks 27th among Restaurant Supply sites.
I am a small business owner in Florida I have been buying from webstaurantstore.com for several years. I generally buy in quantity and get a discount on 5 or more ect. I have purchased an item for $199.75,23 times over the last year, most recently Feb. Of this year. Now the price is $354 and no longer discounted. I wasted 2 hours on the phone with customer service and was basically told take it or leave it. I found a comparable item on a competitors website for $243, needless to say I took my business to the competitor. Webstaurant-store, quote specialist Emily A. Sent me a quote that included sales tax ( we're tax exempt) shipping ( we're plus members, get free shipping) and to top it off she had the order shipping to a customer in Illinois ( we're in Florida) To say the customer service sucks would be an understatement. I wonder if they'll miss my $100k annual purchases, probably not.
I ordered patio furniture in March. I have now been given three consecutive dates of 30 day delays. Each month on the 21st when the shipment is due, I receive a date of the 21st next month. Reminds me of free beer tomorrow but they already have my money and tomorrow never arrives. They blame the supplier but when will they hold the supplier accountable for giving a BS delivery dates for the last 90 days. I got the covid delay this time because everything is opening up. Sounds like someone was willing to pay more or the supplier has more profitable orders. Honor your March orders before you move onto places that just opened up to make more money.
Thank you for your review, Karl. I am sorry to hear that the estimated shipping date keeps getting pushed back. While we do stock a lot of the items on our website, there are certain items that will be coming from the manufacturer. At this time, the manufacturer does have the products being produced, however they are not yet ready. The dates that we provide you are the best estimate that is being provided by the manufacturer at the current time. We will continue to work with them to get this to you ASAP, and I apologize that we are not able to guarantee the shipping date as it is dependent on the stock of the manufacturer.
They hassled me about the last 4 digits of my credit card after I questioned why my order had not shipped. So I called customer service and kept a calm voice (I swear) and they dropped the call. Last order from me.
Thank you for your review, Jeffrey. Sometimes, if billing information is not matching in our system with what the credit card has on file, we will request additional information in order to make sure that the person ordering is who they say they are. This request was strictly for customer security, and I apologize if it came off another way. I also apologize for the call being dropped. We are working on getting a better phone system that does not drop calls, and I apologize this happened when you called in. Please be assured that it was not intentional. If this is still ongoing, please reach out to us so we can assist you.
I ordered a scale from this e-commerce company. I just ordered the item less than 2 two weeks ago. The item was defective. I reached out to the webstaruant store to return the item. I was told I had to go through the manufacturer, even though the item was not ordered directly from the mfgr. I was told that it was a warranty issue. I explained the purchase was not through the mfgr. I was told the return still had to be processed through the mfgr. The mfgr said I needed to return the item through the Webstaruant store, since that is who I purchased it through. What a nightmare. Order direct. Otherwise you are asking for a headache. The Webstaruant store wants the sale, but offers no support. The webstaruant store gets 2 thumbs down. What a headache!
Thank you for your review, Travis. I am sorry to hear that your scale was defective. WebstaurantStore does not hold any warranties, all warranties are through the manufacturer of the product. When customers contact us about a defect, we will direct them to the manufacturer so that the manufacturer can resolve this for you under their warranty. If you have any questions about this process, please let us know.
I ordered a product online and purchased it. Unfortunately there was no delivery notification during the purchase process. I did not get an email from them about any issues with shipping until a week later and they notified me that it would take 6 weeks to deliver. Unfortunately this is for a customer and we couldn't wait. They notified me that their vendor would not stop the delivery and cancel the order and I would have to wait to return the item when delivered and pay for return shipping and a restock fee of 20%.
Thank you for your review, Mitch. I apologize, I was unable to locate your order with the information provided. On our item pages, we will list the usual processing time for our products. While they are estimates, we are not able to guarantee stock of products. Some products will come from the manufacturer, and we will list this by stating the product is not a stocked item. Once an order is placed, we cannot guarantee the order can be altered or canceled. If the manufacturer is too far along in processing the order, they will not be able to cancel it. In this case, any return would be standard and subject to return shipping and a restocking fee. If you have any questions about this order or the returns process, please let us know!
Everything one could possibly need for entertaining and easily secured! Have used several times for some large catered affairs in my home and am so please with the quality, price and quick delivery. —AM, Westfield, NJ
Thank you for your review and kind words, Ann Marie! We are glad to hear that you have enjoyed our website, service, and products! Should you need any assistance, just email help@webstaurantstore.com and we will be happy to help.
So I ordered from Webstaurant. I put my shipping address then they ask me to sign in so I do. Except that when you do it changes the shipping address. I get the email with the wrong shipping address so I reach out to them to tell them they have the wrong address the other address is about 1/2 mile away. They wanted to charge $110 to change the address because they had to update the system. Wtf?! Webstaurant you suck!
Thank you for your review Richard. I apologize, I was not able to locate your account or correspondence with the information provided. When customers log in to their account, the shipping address used will be whichever address was chosen on the account. If you have a new shipping address, you can update this by logging into your account and going to your Shipping information. There, you can add any new addresses or delete any old addresses. Customers are responsible for making sure their address is correct prior to checking out. Any kind of change in address once an order ships will result in change of address fees. If you have any questions about this process, please let us know.
Every order had a problem, and on the last one, they sent me a duplicate order, and charged me for it. Guess what? They insisted it wasn't their fault, and on the return of the order they messed up, charged me their outrageous shipping cost, and a restocking fee. So on a $167 order (and that's on $126 of merchandise), I got back $50 for my trouble. That's $0.32 on the dollar, folks. Only took them three weeks and a call to them to get the money back.
Anyone else is better, outrageous shipping and returns policy, and sloppy packaging and ordering system.
Thank you for your review, Bill. While I was not able to locate your order with the information provided, I am sorry to hear that you received a duplicate order. If a second order was shipped by error and was not placed by you, we will typically work to resolve this and return the products. If this is an ongoing issue, please email help@webstaurantstore.com so we can look into this further for you.
I placed an order at 8:28am on 4/14. At 1:07 pm, I got an email saying my order had been shipped. I sat back and expected to see it in about a week's time. I RECEIVED my order at 2:30pm on 4/15. *Gasp* I am thoroughly impressed with not only how quickly the order came, but the products I ordered - Visions Florence 8" square black plastic plates 120/case and Visions black heavy weight plastic forks pack of 100. I was even pleased with the packaging of the products. And even though there was a very minor issue, customer service handled immediately. The prices for the items I ordered were considerably lower than any store I've been to - in person and/or online. I couldn't even find the 8" square plastic plates in black in any store anywhere in my region. The look, the feel, and the quality of the products are sure to please my guests just as much as this entire experience has pleased me.
Thank you for your review, Nansie. We are glad that you have enjoyed our products, service, and shipping. If you need any assistance, please feel free to reach out to help@webstaurantstore.com and we will be glad to help.
I purchased 14 Fire extinguishers. I requested at the time of purchase that these be of the current year. The reason being? Fire Extinguishers by code have to be rebuilt every 6yrs.at a higher cost than regular inspection, thus an old unit does not have the same life expectancy and has additional premature costs built in when acquired. I chatted with a Rachel O. At the time of my order and made my request clear. Case # **************. When the units were received 2 of the 14 were 2020 units and not 2021. I again live chatted with a representative, Theresa who informed me the company would not exchange the units. Very disappointed with their response considering, I had done all the right things to make the purchase satisfactory. I'm giving three stars only because of the pricing, which was very competitive. Sorry to say, their customer service team needs a lot better training.
Thank you for your review, Daniel. When customers purchase extinguishers from us, they should arrive with a little less than a year left on its tag for serviceable life. The extinguishers also should arrive fully charged. If this is not the case for your extinguishers, please reach out to our customer service team so that we can resolve this for you.
Do not use this company for its products or services. This place even requires the styrofoam and hits you with a 20% restock fee. Not friendly to restaurants or business. Use Amazon or other companies. Waste of time and resources. I can believe they are considered user and business friendly. Absolutely not.
Thank you for your review, Christopher. 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. The reason we require all of the original packaging including styrofoam for the return is so that the product can still be considered "New." We only sell new products, and if the product is returned without all of the original packaging, we are not able to consider it new and are therefore not able to resell the product. We provide the return information on our website here for all customers: https://www.webstaurantstore.com/policies.html#Returns_Policy. If you have any questions about this process, please let us know.
I ordered a $136+ table top and after waiting for almost a month a client soecialist named Brandon was not able to locate my merchandise.
I told him I will prefer tfir him to find my table top instead of getting a refund but he gave me a refund anyway. Guessing was easier for him instead of trying to keep the company reputation.
Thank you for your review, Beatriz. I apologize that this had not delivered, and also for any miscommunication on our end. I was able to look through the email chains. At one point you had said you wanted your money back. Later on, you said "If I can't get my order this week I want my refund." Based on shipping times, this order would not have arrived by the end of that week, so we issued the refund as indicated in the email. I apologize for any miscommunication on our end. If you have any questions about this process, please let us know!
Bought 1500 steam table advertised as heavy duty, fitting standard pans, and even purchased water pans they suggested. Water pans didn't fit properly with gaps at each corner, regular pans didn't fit over water pans properly, shelves were flimsy and couldn't hold plates, cutting table flimsy, whole table moves on flimsy legs. And the best part,... webstaurant offered 750 to take back, losing half the cost of the table! RIP OFF, BEWARE!
Thank you for your review, Jack. I am sorry to hear about the issues with your steam table and pans. I was unable to locate your order with the information provided. If there are issues with the product, we will typically require some photos or small video of the issue so that we can work to resolve this for you. If this is a continuing issue, please email help@webstaurantstore.com so we can assist you.
I purchased a patio heater that quit working after using it twice. I had it for 60 days and they refused to have it fixed saying it had a 30 day warranty. I would definitely go elsewhere for any purchase, they take your money but don't take responsibility.
Thank you for your review, Phil. I am sorry to hear this unit is no longer working. WebstaurantStore does not hold title to any warranties of products. All warranties are through the manufacturer of the product. Once a warranty is expired, WebstaurantStore does not have any pull with the manufacturer to provide a resolution. You will need to try and work with the manufacturer to see if they can honor the warranty so soon to it being expired. If you have any questions about warranty processes, please let us know.
I was charged a restocking fee on a returned item I never received. The customer service was horrible at best.
Thank you for your review. I am sorry to hear that you did not receive your order and it was returned. I was unable to locate your order with the information provided. Ground carriers will typically make 3 delivery attempts. If, after that time, the product cannot be delivered with a signature, they will return the shipment to our warehouse as "undeliverable." At that time, it will be considered a standard return because we shipped the product to the address provided. This will mean the return shipping and a restocking fee will be deducted from the refund, because there are a lot of costs associated with processing a return. If you have any questions about this process, please let us know.
Was excited to try this company out. I was hoping to use them on a repeated basis. It's hard to think how my experience with them could be a more disappointing disaster.
I placed my order on March 13. I was told there was a delay and my order would be shipped on March 24. On March 28, I was told my order had NOT been shipped. I was told instead it will be shipped on April 14. I will wait to see if it ships on this date, but honestly I am not optimistic. Customers are waiting for this order so every delay is causing problems on my end.
Further, I gave them a chance to semi redeem themselves. I asked if I could return some of the products of the original order. This would help mitigate some of the negative impact of this transaction. They told me I have to pay original shipping, return shipping, and A 30% RESTOCKING FEE! Seriously! After such a failure on their end, I would have thought they would be more reasonable or at least make an effort to make things right. NOPE!
I will avoid in the future.
Thank you for your review, Anthony. I was unable to locate your order with the information, but am sorry to hear that you have not yet received your order. We do not guarantee shipping or delivery dates, as it is possible for delays in manufacturing to occur. We try to keep our customers up to date via email. With regards to returns, there are a lot of costs associated with processing returns. Most companies that offer free returns put the cost of returns into the price of their items. We only charge the return shipping and restocking fee when customers have to return their products. If you have any questions about these processes, please let us know and we will be happy to help.
Stay away from this website. Nothing but problems. Save yourself problems and shop elsewhere. Customer service is horrible. They have lied and cheated numerous occasions
Thank you for your review, Maria. I was unable to locate an order using the information provided, but I am sorry to hear you had a less than pleasant experience. If this is still an ongoing issue, please email help@webstaurantstore.com so we can assist you.
After reading an extensive log of reviews(good and not so good) I have decided not to buy from this company. Just because I do not want to go through the trouble to deal with a return if anything is wrong with the merchandise. If you can't back up what you sell, make a better return policy and provide excellent cust service, thats is a deal breaker for me.
I was excited until I went to my cart. I decided to look the company up and read lots of reviews. Thought you would like to know in a positive constructive way for you business. Hope you can fix some of the issues good luck to you.
Thank you for your review, J. G. We appreciate you taking the time to provide this feedback after looking through reviews. Please be advised that our return policy does not include damaged or defective products. The return policy is for when customers order products that they either end up not needing, it doesn't fit their needs, they ordered the wrong item, etc. It costs a lot to process returns and put items back into stock. Most companies build that into the price of their items, but we do not feel that is appropriate. So, in order to keep our prices as low as possible for all customers, we only charge for returns when customers must return products.
If you receive an item that is damaged, we will usually offer a refund or reshipment as long as we are notified of the damage within 5 business days. Outside of 5 business days, we are unable to hold the carrier liable for the damage, which is why outside of that time frame our resolutions will be more limited. If a product is defective, we will follow the manufacturer's warranty. We do not hold title to any warranties, so we will typically have the customer contact the manufacturer directly with regards to defective items.
I hope this clarifies the differences between returns and if there are any issues with products. We do provide as much information as possible on our website, and encourage our customers to do all of the research on the items possible in order to ensure they are ordering the product that is best suited for their needs. We also have customer solutions specialists available every day in order to answer any questions about products that customers may have. We also put all of our policies on the Conditions of Use page on our website for customers to review. If you have any questions about any of this, please email help@webstaurantstore.com and we will be happy to assist!
This site is a ripoff. Purchase at your own risk! Equipment capabilities are grossly exaggerated and returns are not accepted.
My flour order went just fine. Then I purchased an Estella 8 quart commercial countertop mixer (#348MIX85V) because the description led me to expect it to be capable of mixing an 800g/40% water bread dough. When I attempted a 500g/53% water dough, it struggled to mix.
I attempted to return the item and was told "you used it, so no returns" despite the fact that one must use an item to determine whether or not it functions correctly. I then inquired about the warranty, figuring I may be able to contact the manufacturer, and was told the warranty was void due to me using the mixer for residential use.
Now I'm fighting for my $900 and still using my "residential" Kitchen-Aid Pro Stand Mixer that handles twice the dough as their "commercial" mixer with no hesitation or delay.
Thank you for your review, Daniel. I am sorry to hear your mixer is not making dough properly. While the warranty does not cover residential use, as seen here: https://cdnimg.webstaurantstore.com/documents/pdf/warranty/estella_mixers_warranty_2year.pdf, we have been trying to look into this and troubleshoot the product for you. The recommended water ratio is 40%. We have also asked for additional information such as a small video to help us determine what is going on with the mixer, but we have not yet received this. We are willing to work with you this, however there is additional information needed. Please reach out to help@webstaurantstore.com and we will be glad to help.
Rude, unhelpful, devious policies and very unprofessional. First time using them and last time. Warning!
Thank you for your review, Jared. I was able to locate your order. We were sorry to hear that you no longer needed the products due to your end-user canceling their order with you. The return policy can be found here: https://www.webstaurantstore.com/policies.html#Returns_Policy. We state on the website that the restocking fee is 20% for commercial locations, 30% for residential locations. 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. While the order is listed as shipping to a residence, we did lower the restocking fee to the commercial 20% for you when you let us know this was going to a business. If you have any questions about this process, please let us know.
From the business
Conveniently shop over 345,000 restaurant supplies & equipment products in our online restaurant supply store. Extremely fast shipping & wholesale pricing on ALL restaurant supplies from the #1 restaurant supply company. Over the years we have expanded our selection of commercial equipment and wholesale supplies to include healthcare, educational, food, beverage, office, parts and hotel supplies.
Our focus is your convenience – order online from your laptop, desktop, or smartphone 24 hours a day, 7 days a week. Our fast shipping, low prices, and outstanding customer service make WebstaurantStore the best choice to meet all of your professional and food service supply needs.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for your review, John. While we do have discounts on various products, we are not able to guarantee that the price will stay the same. Our pricing is based on the live pricing from the manufacturer and is subject to change at any time. I am sorry that this has increased to where you are not able to purchase from us. As for your quote from Emily, it sounds as though you received the wrong quote. If you reach back out to our quotes team, they can double check this and provide you with more accurate information. I am sorry for the inconvenience that may have caused. If you have any questions with regards to the changing of prices on our products, please let us know.