I bought a product that they sold for sale saying that it would arrive in two days. They lie with that information. They sold me the product more than 1 month ago and I have still received it because the factory does not have it available. Every day they tell me something different. Be very careful to buy. It's the second time they do this to me. I thought that the first time was bad luck, but I realized that it is normal
Order sent and paid for almost 3 weeks ago. Still hasn't shipped and I get a different answer from every customer service representative, so I guess they just make it up on the spot.
Would recommend never ordering from this company.
Thank you for your review, Saul. Without seeing your order I wouldn't be able to advise on the delay. If the situation is still ongoing, please don't hesitate to reach out to us via Help@Webstaurantstore.com and put it to the attention of Jarrod V.
Sink arrived scraped and scratched (see pics). It's very clearly damaged and they re-packaged it that way in a new box. And the website refuses returns: message after completing return form: "Return Authorization cannot be created… contact our Customer Solutions… regarding the items you couldn't return".
Thank you for your review, Sam! I am sorry to hear your sink arrived damaged. The reason our site would not accept the return is we do not do standard returns for damaged items. When items arrive damaged, we handle those differently. Please reach out to help@webstaurantstore.com or use our live chat, and our Customer Solutions team will be happy to get this resolved for you!
Their prices are low, but they make it up if you ever have to return something. Absolutely the WORST customer service experience I've ever had! A 30% restocking fee on an unopened $200 item (that we were exchanging for a slightly different model) is completely absurd. I'll pay a couple dollars more elsewhere for honest business practices.
Opted to have items overnighted as I really needed them. They charged me $70 for FedEx overnight then sent it standard delivery. I've spent thousands with this company and they won't get one more penny from me.
Thank you for your review! When customers purchase Next Day Shipping with their orders, as long as the order is placed before 2PM Eastern, the order is guaranteed to deliver the following business day. I was not able to locate an order with the information provided, but if you placed the order with Next Day Shipping and did not receive it the following business day, please reach out to help@webstaurantstore.com so we can resolve this for you.
Great prices on the glass products in it would have been a five star rating if the shipping options were better, cost me just as much to ship as an actual product itself. Overall though, this is the second time I'm ordering from here and very happy with the product.
Thank you for your view, April! I am happy to hear that your overall experience with us was positive!
Since we do our best to offer the lowest prices possible per item, we do that is to not include the shipping cost into the prices of our products. As a result, we do charge the full shipping cost on each of our orders. It is our hope that we offer a low enough price on our items to still offer a competitive total price, even with the shipping cost included.
If you ever have any questions or concerns, please do not hesitate to contact us at Help@WebstaurantStore.com.
In reality, they sell poor quality items and will make money on it if you try to return. Received damaged bar stool, 30 percent restocking fee and you pay to ship back. Was probably a return that I received in the first place. No packing inside box. Metal just rolling around during shipping. Their response is always the same if you look at other reviews. Bad business practices for the consumer.
Update... They left a "we'll look into this" response below. Sent them the order number and never heard back. Don't be tricked by their phoney responses. I wonder how they can have such positive reviews on their own site... hmmmmm
Hi Darren,
Thank you for your review, and I am very sorry to hear that your items arrived to you with damage! I am unable to locate your order with the information above, but if you can reply back with the order number I am happy to look into this for you! I look forward to hearing back from you!
"I ordered a Regency 18" x 54" NSF Black Epoxy 4-Shelf Kit with 54" posts.
What I got was 2-Crome Shelves and a box of posts with damaged ends. The plastic inserts for the tubular shelf corners were damaged and unusable. Both boxes looked like they had been shipped and returned numerous times. Boxes don't sustain that kind of damage during a single shipping cycle from Lancaster PA. To Cleveland OH.
Five days ago Webstaurant sent me an email stating they didn't have items to complete the order. Yet they still sent me a damaged half order which is the wrong color?
Return shipping labels and a refund would be the appropriate action expected from Customer Service."
Thank you for your review, David. I was unable to locate your order, but I am sorry to hear about the damage and that the product was incorrect. If this is still an ongoing issue, please email help@webstaurantstore.com or use our live chat and we will be happy to get this resolved for you.
Ordering from this company is like playing Russian roulette; they'll send whatever they feel like sending and won't correct their error even if you contact them. They believe their clause "we reserve the right to send you a similar product" releases them from any responsibility to do the right thing. Ordered 6 storage bins for flour and received 6 garbage cans stenciled with Janitorial on them, yet someone this was supposed to be completely acceptable. I'm setting up a business and did this one smaller order to see how they did. Needless to say, they've lost thousands of dollars in revenue from me... all because of not making it right on one that was just $100. Not too bright guys. Not bright at all.
Thank you for your review, Darlene. The item that you are referring to carries a disclaimer that states, "Note: Brands May Vary." The item you received is a food-grade bin and is FDA approved to hold food and is of a similar quality to the item you ordered. If you have specific questions regarding products, or if you need more details that are not provided on the website directly, please don't hesitate to reach out to us via our live chat or by email with Help@Webstaurantstore.com.
This place is basically the uline of the restaurant industry, super overpriced crap with trash customer service and a huge budget on marketing. They have all sorts of stuff and i was consistently spending money here because of the convenience of auto saved checkout information, that was saving me a decent amount of time on ordering. However after ordering some goods that arrived damaged, i realized they are wasting too much money on the customer service side, maybe better for buying toilet paper than equipment or machinery as they won't stand behind the stuff they sell, so probably just stick to the bare essentials and dont get anything unique, serviceable or valuable here.
Thank you for your review, West. I am sorry to hear that you have experienced damages and possible defects of products. If a product is damaged, we can typically get this resolved for you. If an item is possibly defective, we will usually refer customers to the manufacturer, as the warranty falls under the manufacturer. WebstaurantStore does not hold any warranties, which is why customers are encouraged to contact the manufacturer. The manufacturer typically prefers to work with the end user, as they are with the equipment. I could not find your order with the information provided, but if this is still an ongoing issue, please email help@webstaurantstore.com. If you put the email to "Attention Jason R." I will be happy to look into this for you.
I'm sorry that originally I wrote a negative post. It was due to frustration of receiving a damaged unit, which shouldn't reflect negatively on your shop.
You have handled it in a professional and best way possible.
Thank you for your review Jack and I am so sorry to hear that your unit is not working! The product is purchased with a warranty, so it is a service you have already paid for and the most efficient and quickest way to resolve the issue is for you to work with the warranty holder, as they are the experts in this product and will be able to assist you with their technical knowledge. If you have any additional questions please feel free to live chat with us, or you can email us at help@webstaurantstore.com.
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.
Purchased a product arrived not working
Now it's up to the business to prove it?
What happened to companies backing the service and pride of what they do! Wonder why Amazon is successful? Because of webstraurant treatment of customers- #whereismyrefund
WebstaurantStore has a consumer rating of 2.59 stars from 639 reviews indicating that most customers are dissatisfied with their purchases. Consumers complaining about WebstaurantStore most frequently mention customer service, return shipping and credit card problems.
Thank you for your review, Steve. I am sorry to hear your scale is not working. When customers purchase items from our website, they also purchase the manufacturer's warranty included with that product. WebstaurantStore does not hold title to any warranties. We state on our website that "All warranty claims are handled based on the manufacturer’s warranty policy" and this can be found here: https://www.webstaurantstore.com/policies.html#Product_Policies. Please continue to contact the manufacturer so that they can take care of this for you under the warranty. If you have any questions about this process, please let us know.
Bought 10 bucket seats for my stools, their measurements on their website are less than accurate. When I asked for them to be returned they told me that I was out of my 30 day return policy.
We got done doing our remodeling and went to put the stools on and they don't fit and offered no resolution or resolve.
If your thinking of buying equipment. Think twice before you do business with this company.
I'm out 350.00 and was in the process of buying under counter fridges that they will not be considered for.
Thank you for your review, Mike. Most items on our website will have compatibility charts or link to products that they are compatible with. If you have questions regarding compatibility, you can always reach out to us via live chat or our email at Help@Webstaurantstore.com.
All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.
If we sent you the incorrect items, or if the seats were guaranteed to be compatible with your stools, please reach out to Help@Webstaurantstore.com and put it to the attention of Jarrod V. and I can look into this further for you.
Their return policy is horrible and they have the same lame excuse every time someone post a bad review concerning it. They claim it is to keep their cost lower to give customer's better prices. That is not true. You can find the same or similar items with Amazon and I strongly encourage anyone to look elsewhere to avoid the scam they have on returns. No other company I have ever dealt with has such deplorable policies. If you have to return something they charge 30% restock fee. What a total rip off. They will respond to this review with their standard hogwash. Other companies are competitive with their prices. Here comes that standard reply. Wait for it...
Thank you for your review, James. I completely understand your concern with restocking fees. While the information you stated above is true in regards to those fees, it is our hope that our customers won't need to return an item because our customer service team is here to help. If you choose to purchase from us in the future and have questions about an item prior to purchasing, please reach out to us via our live chat or email and we can answer any questions that you may have to ensure you're purchasing the item that's best for your needs.
I ordered a bunch of mason jar drinking glasses as favors for a bridal shower then etched on my own design. They were very inexpensive and were exactly as described. Maybe not the highest quality, but considering the low price they more than met my expectations. There was a small issue with delivery, but I contacted customer service via email and a real person responded in less two hours and corrected the error. Customer service experience was one of the best I've had in a very long time. Exceptional. Will definitely use webstaurant again.
Thank you Laura for your review! I am so glad you were happy with the service, the experience and the customer service! Thank you so much as well for the photos of your amazing favors; these are wonderful!
We have been using Webstrauntstore.com since early 2016 to maintain supplies for our coffee shops. We've ordered ice machines, syrups, bar supplies, sinks, etc. with little to no issues. We've received damaged goods but they were either credited or replaced within a couple of days. It is safe to say, we rely on their services to maintain 70% of our products. Very happy with them and would encourage you to give them a try.
Thank you for your review, John. I'm glad to hear that you have been able to use our website to help run your business. If you have any questions or concerns about past or future orders, please don't hesitate to reach out to us at Help@WebstaurantStore.com.
They are dishonest. They lied about a cancellation, shipped it anyway knowing it was unwanted, and charged a $1,000.000 restocking fee! They have a restocking fee in fine print... so that the credit card companies have no choice but to let them take this money form unsuspecting customers. BUYER BEWARE. Stay away. Save yourself from getting ripped off.
Thank you for your review, Chef P. I was able to locate your order and see we were contacted on 8/18 and asked to cancel two tray racks which we were able to do. We do record all of our phone calls and have record of all emails and chats but did not receive any regarding cancellation of the other items on the order. We had asked that if you did have proof of an email that was sent, to forward this to us and we would be willing to waive the restocking and return shipping fees. Because we do not have record of this information, it would be considered a standard return. If you have any additional questions or concerns, you can also reach out to us at help@webstaurantstore.com.
We use Webstaurant to stock everything for our cafe. At the end of the day they have the lowest prices of certain items, even when you include their ridiculous shipping fees which could cost up to +30% of your order in most of our cases. I'm currently willing to pay more for a different service because Webstaurant is so unreliable. We ordered 3 boxes of iced drink cups an, even though it says "arrives in 2-5 business days," it took almost 4 weeks to receive our products. We had to postpone our grand opening because of this. Even after I called and received help from a rep, it took 2 weeks after that to actually get our cups. Delayed, cancelled, or missing items are extremely common and occur almost every time we order. If you're a small business, I'd recommend finding another service for your inventory. We don't have a Starbucks-level inventory and ordering items 4 weeks ahead of time is impractical.
Thank you for your review Katie, and I am sorry to hear you have had issues with your previous order! We do provide email updates on any delayed order due to low stock and provide alternate, comparable options to full fill your order quickly. If you need any assistance in locating comparable options, please reach out to our Customer Solutions Department via live chat or email at help@webstaurantstore.com.
Third party seller that sells discontinued defective merchandise. Purchased item stops working, and they would not honor refund or replacement. Started dispute with my credit card, and they fought it and won. Yeah, you think you won, but you lost a customer forever, and everybody else who sees this review. I hope you continue losing customers and go out of business!
Thank you for your review Liz, and I am sorry to hear about this situation! Without knowing the specifics of the situation, I would not be able to offer any additional information. If you would like me to look further into this for you, I would be happy to if you would like to message me the order number. I look forward to hearing back from you!
Overview
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 25th among Restaurant Supply sites.
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, Gerardo. Based on the screenshot that you have attached, I was able to locate your order and I am so sorry to see that there has been multiple delays and misinformation about when the items would be available from the manufacturer that was shipping them out to you.
We do state on our site that the item that was purchased "Usually Ships in 1-2 Business Days", meaning that if that item is in stock, this would be the typical processing time for an order, but this timeframe is not a guarantee. Since the item that was ordered was out of stock with the manufacturer this typical processing time was delayed and the estimated ship date was pushed back. We did our best to provide the most accurate information to you that we receive from the manufacturer and it was pushed back a few times as they were waiting to get the stock in.
I apologize for the frustration of the delays, but I do see that the order did ship out on 5/28 from their location in Georgia and is estimating to deliver to you on 6/6 in Oregon. If you have further questions about this situation, feel free to reach out to us at Help@WebstaurantStore.com and put it to the attention of Emily A and I am happy to discuss this with you.