• WebstaurantStore

WebstaurantStore

Overview

WebstaurantStore has a rating of 1.98 stars from 843 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about WebstaurantStore most frequently mention customer service, credit card, and return shipping problems. WebstaurantStore ranks 29th among Restaurant Supply sites.

  • Service
    218
  • Value
    209
  • Shipping
    210
  • Returns
    168
  • Quality
    188

This company responds to reviews on average within 3 days

Positive reviews (last 12 months): 6%
Positive
4
Neutral
2
Negative
61
194
See all photos

What reviewers want you to know

Positive highlights

  • If their any questions or concerns customer service is very helpful.

Critical highlights

  • I was charged a restocking fee on a returned item I never received.
  • The quality of the products are very poor and the return policy is terrible.
How would you rate WebstaurantStore?
Top Positive Review

“Perfect for what I needed/ amazing customer service”

Laura P.
6/26/22

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.

Top Critical Review

“Shelves bow in center when weight is distributed equally across each one.”

Ronald M.
12/20/23

First, shelves are nice looking but they do bend by about an inch or so in center of each shelf. The weight i have (4 bins of vinyl albums per shelf) is under maximum recommended weight and evenly distributed. Second, I would like to order additional parts and found it very difficult to contact this company. They don't make it easy on the website to contact and there is no phone number. I did send an online email, but never got a response as of today, 3 days later. The online chat bot is useless. You would think someone would respond quicker when it comes to a sale of more items.

Reviews (843)

Rating

Timeframe

Other

Reviews that mention popular keywords

restocking fee (119) return policy (46) customer service (242) credit card (32)
Thumbnail of user kw661
1 review
1 helpful vote
January 16th, 2024

Changed delivery 5 times. Waiting 2 months for order that was supposed to be 2 weeks. Customer Service would not call manufacturer to get delivery time. Not proactive, they gave us the manufacturers info to call them for info ourselves. We have a job on hold for this order. Their terrible business practices trickle down to the small company trying to get jobs done and now putting our reputation and job in jeopardy. They should be embarrassed, but the attitude with everyone we spoke to, emailed, chatted with was apathetic.

Tip for consumers:
They do not hold to their delivery dates thereby putting customers jobs and reputations in jeopardy because they cannot stick to the schedules they promised based on the date that Webstaurant gave them . They do not want to talk to anyone.

Products used:
NAKS SF9-ECM Direct Drive Premium Efficiency Supply Fan with Intake Hood and Filter

Service
Value
Shipping
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review and we appreciate your feedback! I am sorry for the experience you had with your order. If you have any additional questions please feel free to live chat with us, or you can email us at help@webstaurantstore.com.

Thumbnail of user ginac723
1 review
0 helpful votes
January 27th, 2024

We purchased plates from their site, however the picture of the back of the plate had a different number than the plates that arrived.The picture on their site clearly showed the number. I was told that if it is the same color and size it is the same plate as I received. The number is the same as plates I currently have but look nothing like the ones I got. In order to return them, I am charged a 20% restocking fee and the cost of shipping. No compromise.Very poor customer service.

Products used:
None

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Gina and I am sorry to hear you needed to return your plates! 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 help@webstaurantstore.com.

Thumbnail of user sharona413
1 review
0 helpful votes
July 21st, 2019

Prices are great. Shipping and handling gets you in the end Bought any way14 inch if perfect for serving drinks. Any bigger an it is to heavy.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Sharon! I am happy to hear that the price fits your needs and the trays that were purchased are perfect for your drinks! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at Help@WebstaurantStore.com.

Thumbnail of user kimberlyw1016
2 reviews
2 helpful votes
November 29th, 2020

Had what I needed. The shipping is a little high, but I ordered it anyway. I'm going to shop around, but I believe this is going to always be my best option.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Kimberly. We are glad that you found what you need and that we are able to be competitive pricing wise. If you have any questions, or need any assistance, please email help@webstaurantstore.com and we will be happy to assist.

Thumbnail of user chp.trading2018
1 review
2 helpful votes
November 6th, 2023

They only put 49 pieces in a package that should contain 50 pieces and take unfair profits. Judging from the fact that they are not showing any will to resolve this issue, it seems like they are deliberately trying to package it that way to take unfair advantage. They make profits by deceiving an unspecified number of people and do not take responsibility. Is this really an American company?

Service
Shipping
Thumbnail of user greatplainspestmngt
1 review
1 helpful vote
January 9th, 2024

Ordered a shelving unit and their own packing slip shows they didn't ship the posts, just the shelves. You think they would send the posts, but no. Their own packing slip shows they didn't ship them. What a scam

Service
Value
Shipping
Returns
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Brian, and I am very sorry you are missing the posts in your order! Please reach out directly to our Customer Solutions department and they will be happy to assist you in resolving this!

Thumbnail of user leslief134
1 review
0 helpful votes
April 23rd, 2019

Need web search to be more forgiving and not so accurate. Your shipping costs are way out of line. Looking for new source.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Leslie. We appreciate your feedback on the search bar on our site. We do our best to offer the lowest prices possible per item. One way 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.

Thumbnail of user ntwkmn
1 review
1 helpful vote
March 2nd, 2024

HORRIBLE COMPANY and COMPLETE SCAM! Took $524.46 of my money without ever shipping a product. Had to dispute the charge with my bank to get any resolution.

ASK ME FOR SCREENSHOTS, chat transcripts. I have it ALL!

Order: xxxx3016
Item: Regency work table 36"x72"
Description: "ships in 1 business day" for Plus members. I am a Plus member. (WAS——cancelled!)

Spent over 3 hours begging Supervisors in Customer Service to get this product shipped.

1. Order on Wed, 2/28/2024.
2. Writing this on Sat, 3/2/2024. No product shipped, but "kindly" informed "It is in stock and ready to ship in our warehouse".
3. As of last night, I was charged $524.46 LAST NIGHT for the order, but they still have not shipped the product and cannot give me any timeframe when they will ship it or when it will arrive.

This company is a complete scam. They do not supply the products they claim or advertise on their website. They do not meet their obligations. Their Customer Service is ABYSMAL at the very best.

Avoid this place at yours and your bank account's peril!

Products used:
None — NEVER SHIPPED

Service
Value
Shipping
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review and I am very sorry to hear that your order was delayed! I am happy to look further into an estimated ship date if you can message me the order number, or the email address associated with the order. I look forward to hearing back from you!

Thumbnail of user erich2444
2 reviews
2 helpful votes
November 21st, 2023

Item arrived damage and webstaurantstore.com wouldn't offer to replace the item. This happens when using cut rate shipping services like FedEx. I was offered a 20% refund and countered with a 30% which was accepted by their representative. After the agent agreed to refund me 30% I was only sent a refund of the lower amount of 20%. I do not recommend this vendor as they're unwilling to stand behind their product when it's damaged by their shipper. I recommend and use UPS for my business as the workforce is compensated more favorably which results in a better shipping & handling experience.

Tip for consumers:
They should consider packaging their items better or use a better shipping service such as UPS.

Products used:
Cancelled service after dealing with customer service.

Service
Value
Shipping
Returns
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Eric, and I am very sorry to hear that your item arrived to you with damage! If you have additional questions regarding your refund amount please contact our Customer Solutions Department directly via our live chat or email at help@webstaurantstore.com.

Thumbnail of user kellyk1427
1 review
2 helpful votes
November 16th, 2023

I ordered on small bottle of ice machine cleaner, and when I was completing my purchase the shipping did not show up, it just checked me out and then showed shipping of around $17 dollars. I immediately tried to cancel because it said it had to be done within 15 minutes. Every time I pulled up my order number, it said it was still processing and no action could be taken. When I finally reached someone, they said it had been processed and could not be cancelled. This was also on Saturday or Sunday when the order was placed. This company advertises good pricing and then steals from you through shipping costs.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Kelly, and I am sorry to hear that you were unaware of the shipping costs when you check out! You can find the shipping cost before checking out right on the check out page listed below the sub total of your cart. If you have any additional questions please feel free to live chat with us, or you can email us at help@webstaurantstore.com.

Thumbnail of user heidil277
1 review
20 helpful votes
September 28th, 2022
Verified purchase

I accidentally duplicated an order for a 60 in gas range and then contacted them within 2 hours to cancel the order. They refused and pretended it has already processed. That is not true.
So they are going to charge me a huge return fee and shipping fee for nothing. I can buy whatever I need thru amazon or katom. I still have 10 appliances to purchase and will never use webstaurant again. They are charging me $1117. 88 to cancel an order I placed 2 hours prior.

Thumbnail of user tinal247
1 review
0 helpful votes
October 16th, 2019

The reason I chose to place my first order with this website was the pricing. And they had exactly what I wanted.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Tina! I am happy to hear that we were able to provide items that you needed at a great price! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at Help@WebstaurantStore.com.

Thumbnail of user pamk108
1 review
1 helpful vote
March 29th, 2020

Try this company i had no problem ordering what i needed it was quick fast and easy. Now i just have to sit back and wait for my order to come to mydoor step.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Pam! I am glad that you were able to easily and quickly find everything you needed. If you ever have any questions or concerns, please reach out to us at help@webstaurantstore.com and we would be happy to assist you!

Thumbnail of user bullfrog24
1 review
1 helpful vote
March 15th, 2024

I have ordered many things in the past through webstaurant store. I love that you can get what you need but they're shipping prices are astronomical. Finally had to say enough is enough wanted to order replacement latch for my food carrier. A $17 part that's about 2 oz of plastic. And they want $21 in shipping sorry there is no way to justify this.

Value
Shipping
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Hi Jeremy, thank you for your review. I understand your concerns regarding our shipping and handling charges. We calculate these fees based on various factors (weight, dimensions, distance the order is traveling, applicable handling costs, etc.) to ensure fair pricing. If you have any further questions or need assistance, please reach out to us at help@webstaurantstore.com or through live chat: https://link.webstaurant.store/livechat.

Thumbnail of user randallr387
1 review
2 helpful votes
October 30th, 2023

I ordered a water filter from this company. After paying the shipping of over 70% of the cost of the product, it arrived. I installed the filter and unfortunately there was a very small leak from the seam of the filter. I re-installed the old filter and checked that it did not leak and asked the company for a replacement filter. After learning that there could be a 40% restocking fee, i was also told that the supplier required that i make a video of the leak with pictures from several angles and pictures of the date code on the filter. I was shipped this filter the week prior, mind you. Once i went back in, pulled out the ice machine to manage the water flow, got back under the sink and put the new, faulty filter back on, i got a video of the leak and sent it in per instructions. A couple days later, i was asked to do it again so i could take a shorter video, more pictures, including a date code that was smudged on a filter that i received the week before from this company. All of this is ludicrous, and insulting. I cannot help but to believe that these policies come from the top of this company to discourage having to do the right thing. I would advise that you just move on when looking for products offered by this company. They are bad middle agents with no integrity or culpability.

Tip for consumers:
I don't think this is an honest business.

Service
Value
Shipping
Returns
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Randall, and I am very sorry to hear that you experienced this issue with your product! We do need information about the product in order to confirm if the product is defective, but I know this can be time consuming to provide and I appreciate your time. Please follow up with our Customer Solutions Department directly via our live chat or email at help@webstaurantstore.com in order to follow up on the claim. We look forward to hearing back from you!

Thumbnail of user johnm12240
1 review
10 helpful votes
May 22nd, 2023
Verified purchase

First and last time ordering from these CLOWNS
Ordered 3 different sized skillets
Received them in a single cardboard box with ZERO Packaging material
I didn't want to open the box after hearing the clatter coming from inside
Now I'm stuck with 3 scratched skillets which I might as well keep cause by the looks of the return policy I'd be losing money returning them for restocking fees
Y'all should be ashamed
Good day
John

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review John, and I am very sorry to see that your items arrived to you damaged! Please reach out to our customer solutions department directly so they can assist you in resolving this for you! We would not charge you any fees for items that arrived damaged! You can live chat with a representative or you can email them at help@webstaurantstore.com. We look forward to hearing from you!

Thumbnail of user ronaldm3
2 reviews
2 helpful votes
December 20th, 2023

First, shelves are nice looking but they do bend by about an inch or so in center of each shelf. The weight i have (4 bins of vinyl albums per shelf) is under maximum recommended weight and evenly distributed. Second, I would like to order additional parts and found it very difficult to contact this company. They don't make it easy on the website to contact and there is no phone number. I did send an online email, but never got a response as of today, 3 days later. The online chat bot is useless. You would think someone would respond quicker when it comes to a sale of more items.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Ronald, and I am very sorry to hear you are experiencing issues with your shelf as well as not being able to reach our Customer Solutions Department! You can reach out to our team via phone at 717-392-7472 if you need to contact them directly. We look forward to hearing back from you to assist you in resolving this problem.

Thumbnail of user stephanieg372
2 reviews
0 helpful votes
March 11th, 2020

... but the shipping is a lot for me. Suppose that is not their fault, but overall I am happy with all my Webstaurant Store purchases. I have purchased food for personal consumption, kitchen utensils, large SS tables, etc. for my small business.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Stephanie. I am very glad to hear that you are happy with your purchase! Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. Usually, the more you purchase at one time, the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. Please let us know if you have any further questions or concerns by emailing us at help@webstaurantstore.com.

Thumbnail of user peterr1479
11 reviews
10 helpful votes
November 12th, 2023

Beware when ordering things from this online store. They have rules they don't really make the buyer aware of. They also do not tell you if and item will not be available very easily, you have to find and read all the fine print.
So, overall they sell lots of items and some good one's. It's just if you make a mistake when ordering they will not return your funds right away. They hold the funds!

Tip for consumers:
Try and find a restaurant supply store near where you live and support that local business, they can and usually will get the same items that Webstaurant sells.

Products used:
Store credit only if you have an issue with bad items. Some items will ship right away, but if they are out of stock and they don't tell you that or you miss that when ordering you are screwed and will not get things you are paying for very quickly.

Service
Value
Shipping
Returns
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review and feedback Peter! If you have any questions regarding stock availability before purchasing please reach out to our Customer Solutions Department and we can assist you in confirming quantity! You can reach us via our live chat or email at help@webstaurantstore.com.

Thumbnail of user jackb1928
1 review
2 helpful votes
December 6th, 2023

I bought a turbo air bottle cooler from them, needed door seals couldn't find them, called customer service,and no one would help me, they want you to do everything and just give them money, I called Parts Town and no problem, got help immediately. Websturant coustomer service Sucks!, I do not recommend them to anyone.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Jack and I am sorry to hear you were unable to locate the part you needed. If you have any additional questions please feel free to live chat with us, or you can email us at help@webstaurantstore.com.

Thumbnail of user jadep45
1 review
5 helpful votes
July 30th, 2020

I placed my order on 7-21-20. It's 7-30-20 and I still have not received my order. Lesson learned, if you need the order for something urgent, order from Amazon. Shipment is much faster and a lot cheaper (or no cost if order is over $25). This will be the last time I will order from WebstaurantStore.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review, Jade. I was able to locate your order using your information. The order was shipped from our PA location on 7/23 and delivered on 7/30. While we do try to ship from the closest location for our customers, stock may not be in that location and may have to come from a warehouse further away. Our processing times are typically 1-2 business days, and transit from PA to CA is about 5 business days, which puts the delivery date of 7/30 as being accurate based on the location of the stock. If you have an urgent need for an order, we do offer expedited shipping options for an additional cost. Additionally, if you contact help@webstaurantstore.com prior to placing the order, we can confirm where the stock of your item is located. We will also provide estimated delivery date ranges in the shopping cart under the green link that says "When will I receive my order?" If you have any additional questions about processing and transit times, please let us know.

Thumbnail of user ronb1270
1 review
1 helpful vote
November 14th, 2023

Good luck getting in contact with someone. Be prepared to battle with the warranty company. No direct number th talk to a live person.

Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Ron! As an e-commerce business, our main source of communication with customers is via chat or email and I am happy to assist you here. If you would prefer to speak to someone on the phone, please feel free to call our Customer Solutions department at 717-392-7472. We look forward to hearing from you!

Thumbnail of user jcraven.cpsd.us
1 review
1 helpful vote
February 10th, 2024

I used the tracking information on the email sent to me which told me product was delivered. It wasn't. I tried to dig into tracking history and finally got to info that said it was unable to be delivered and I should contact the company. When I did, they told me it was damaged and had been returned to the company. They did offer to reship or give me a refund. Took the refund b/c didn't trust this wouldn't happen again.
When I asked why they didn't notify me about the situation, I was made to feel it was all my fault for not reading the tracking information correctly. I've tracked packages before. If something is damaged and returned, the company should let the customer know. I shouldn't have to dig so hard or be blamed when I was just trying to buy their product. No thank you for the future.

Service
Shipping
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Julie, and I am very sorry to hear that your product was damaged in transit! If you have questions about your shipment you are always welcome to reach out to our Customer Solutions Department as well!

Thumbnail of user mikesmithsnv
1 review
1 helpful vote
December 6th, 2023

I have used this site for many years just pray you don't have to return an items. If you do it willl cost you almost 60% of purchase price I just paid $27 in restocking fees. Do your self a favor use other reputable merchants One should not have to pay outrageous amounts for restocking.

Tip for consumers:
Don’t use it

Products used:
Never again

Service
Value
Shipping
Returns
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Mike! 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 help@webstaurantstore.com.

Thumbnail of user kaweahmarina
1 review
1 helpful vote
October 30th, 2023

Purchased a refrigerated pizza prep table for my business. Shortly after placing the table in service, rust began showing up on the appliance. Appliance was only cleaned with mild soap and water (no harsh chemicals). The product is advertised as 304 stainless steel; however, 304 stainless is pretty much impervious to rust. When I contacted the warranty department for Webstaurant, I was told that rust is not a warranty issue and there was nothing they could or would do for me. DO NOT buy anything from this company. Spend a bit more and get a USA made quality appliance that is made with true 304 stainless!

Tip for consumers:
Should have taken more time to review the rating prior to purchasing this product

Products used:
Refrigerated pizza prep table

Service
Value
Shipping
Returns
Quality
Thumbnail of user chelseyt
Web A. – WebstaurantStore Rep

Thank you for your review Brad and I am sorry to hear about the issues you are experiencing with your unit! If you would like to message me the order details; order number or the email address associated with the order I would be happy to look further into this for you! I look forward to hearing back from you!

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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.

Company Representative

Thumbnail of user chelseyt
Web A.
Typically responds within 3 days

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