WebstaurantStore

Thank you for your review, James. We do put our return policy on our website for all customers to view. This can be found here: https://www.webstaurantstore.com/policies.html#Returns_Policy. 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 questions about this process, please let us know.

Thank you for the feedback and we are very sorry the size didn't work. We are a wholesaler geared towards bulk ordering from businesses and pride ourselves in our low pricing. However, in order to maintain this low pricing, we don't have an exchange process. In the event of a standard return, the item would need to be sent back, and a restocking fee is deducted from the return credit for the added service of processing an item back into stock. If we did not have a restocking fee our prices would need to be higher in order to absorb the added cost. We certainly understand your return situation wasn't ideal, but we hope that our low prices will make it worth trying us again in the future. If there are any questions about an item that we sell, we are more than happy to answer them so that a return can be avoided. We can be reached at help@webstaurantstore.com.

Thank you for your review, Lyliane. I am sorry to hear that one of the items that you had ordered has not delivered! We are happy to look into this for you, but I am unable to locate the order without your order number, email address or information used to place your order but if the Vollrath item is still missing, please reach out to us at Help@WebstaurantStore.com and put it to the attention of Emily A.

Thank you for your review, Donna! I am sorry to hear that your pizza oven is not working properly. For anything that may be defective, we would refer you to the warranty of the product. All warranties are through the manufacturer, as WebstaurantStore does not hold any warranties. Our Customer Solutions team will typically start by trying to get some information about the problem to see how we can assist you. We may also provide you with the manufacturer contact information so that you can reach out to them directly to get the issue resolved under warranty. If this is still an ongoing issue, please reach out to help@webstaurantstore.com and we will be happy to assist!

Thank you for your review, Rich. While I could not locate your order with the information provided, I am sorry to hear that you did not have a good experience and that your order was not able to be canceled. Registered customers are able to cancel their orders on their own within the first 15 minutes of the order being placed. If an order is too far along in the processing stage and is being packaged and loaded onto the truck, we are not able to cancel that order. If you have any questions about this process, please let us know.

Thank you for your review, Dave. When an item is defective or there is an issue with its workmanship, the resolution will be provided through the item’s warranty, which is listed on the item’s page. When an item has a warranty provided directly through the manufacturer, the defect or the issue with workmanship will need to be resolved by the manufacturer. I was not able to locate the order with the information provided, but if you can send an email regarding this to help@webstaurantstore.com and put it to the attention of Cassandra B, I can look into this for you further.

Thank you for your review, George. I apologize that your expedited order arrived late. In that scenario, we would definitely refund you the difference in the shipping charges since you paid for a service that was not provided. We do ask that customer monitor tracking and let us know about any issues or errors that occur in transit so we can take care of it promptly for you. If you have any further questions or concerns regarding this, please contact us at help@webstaurantstore.com.

Thank you for your review, Manuel. We are glad that you have enjoyed our website and the products. Unlike most wholesalers, we do not include the price of shipping into the pricing of our items. This way, we can offer the lowest possible prices for all of our customers. This does mean we put the full shipping amount on at the end. Typically, the more products you purchase, the better your shipping rate becomes for each individual item. If you have any questions about this or any other processes, just email help@webstaurantstore.com and we will be happy to help.

Thank you for your review, Anthony. I am sorry to hear that your experience was not as positive as it should have been when ordering from us and working with our Customer Solutions department. All of our products are sold as new but without information to review your order such as the order number or email address used to place the order, I cannot speak specifically to what happened, but we would like to review this instance with you. Please reach back out to us at help@webstaurantstore.com so we can look into this further with you.

Thank you for your review, Edward. I am sorry to hear that you are unhappy with the experience of purchasing a sink and a faucet from us. When an incorrect item is received, we ask that a picture be sent so that we can confirm the item that was sent incorrectly and be able to relay this information accurately to the warehouse so that this does not continue to happen. Since we are unable to see that item in person, we request a photo to have the issue taken care of right away and correctly resolved. When items arrive in a defective or damaged condition, we do like to receive photos of this as well so that we can improve how items are packaged so that damage does not occur in the future, to be able to provide manufacturers proof of a defect, and so that we know how best to resolve the situation with you.

Since we do work as a team in our customer service, you can sometimes talk with multiple people, but all interactions and emails with you are noted on the order in question so that we are able to read through it completely and know what the next step to assist should be. We are a completely e-commerce business, so our main source of communication with customers is via chat or email, but we do also have customer service phone as well. If you would rather talk through a concern instead of emailing or chatting with us through the site, our number can be found when going through the checkout process, or by typing "Phone Number" into our search bar.

As for the faucet, since there was not a defect like the sink, it would be considered a standard return with a restocking fee and return shipping cost associated with it since we do treat each item individually. I do understand your frustration and I would be happy to see if we have other resolutions available for you if you reach out to us at Help@WebstaurantStore.com with your order number and put it to the attention of Emily A.

Thank you for your review, Linnea. I am sorry to hear that you have been so unhappy with the deliveries and customer service. While we do our best to provide estimates for delivery of orders, we are unable to provide guarantees unless expedited shipping is ordered, but delays can happen in transit. I was able to locate your order, and I do see that you notified us on 10/30 (Wednesday) that you were missing some items. At that point we had requested further information regarding which tracking number you had received, so that we could contact the carrier and start a trace for the missing items. Once additional information was provided, a trace was started, and the carrier typically has 48-72 hours to complete their investigation. We do have to do this so that the carrier knows of the issue and if they are able to locate the shipment near you, they can have it delivered faster than we could have it shipped to you. As of 11/1 (Friday), we went ahead and reshipped you the missing items before the carrier was able to complete their investigation as an exception as we wanted to resolve this for you. Please feel free to contact us at Help@Webstaurantstore.com if you have any further questions or concerns.

Thank you for your review, Brenda! I am sorry to hear that the 2nd unit is not working properly. These units have a 6 month warranty from the date of delivery for commercial locations, and only a 30 day warranty if installed in a food truck. As the items were delivered on 10/28, the warranty would have expired on 11/28/2020 for a foodtruck, or 4/28/2021 for commercial locations. The warranty can be found here: https://cdnimg.webstaurantstore.com/documents/pdf/warranty/main_street_equipment_fryer_6_month_warranty.pdf. Because this product is out of warranty, you will need to have a technician in your area fix the unit. If you have any questions about this process, please let us know.