Steve B.’s Reviews of WebstaurantStore & more

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Restaurant Supply

4/22/19

This Morning I "Chatted" with a Chat bot until it escalated enough for a person to get involved, at least that was my perception. In the conversation with the Chat person...(keep in mind the reason it was a "chat" is because their phone number is not listed on their site) I asked the "chat' about that and they told me all I had to do was type in phone number in search window, so I did that and got parts to a phone so I modified my search and after 3 tries got a phone number to speak to a human!) Back to my complaint, THEY have NO Customer Service reasoning, I stated in the beginning that I MADE THE MISTAKE and ordered the WRONG ITEM! Not trying lie or hide the fact. So they said they would be happy to return the item, with no mention of helping me find the correct item, so after several attempts to try and be reasonable with them, (of course they QUOTED the Company policy. We are an e-commerce business and that's why you get such great prices, we don't build returned item costs into or pricing structure) blah blah blah. I have on at least 3 different occasions received products from them that were damaged, untimely, or wrong products that were because of their mistake. Did I not give them the benefit of doubt and continue as a customer you bet I did... I guess it doesn't work the other way around. We got to the point they were going to email me a return item slip and, upon reviewing the receipt and costs involved! Well I will keep the item and sell it myself on EBAY OR AMAZON. Here are the numbers they sent me it cost me $20.40 to have it shipped to me... but they want to charge me $56.73 to send it back where it came from? Two and a half times the original shipping costs to return it? They want to charge me a 20 % "restocking FEE" what so they can put it back on the shelve, only to sell it to someone else for the same price or more than I already paid for it?. AND here is where I got really wound up in the return receipt, they didn't return my sales tax... they kept it... when I called to discuss after I found the Customer Service phone Number they said "I'll make the adjustment on the return slip" what if I hadnt caught the sales tax not returned? Would they have kept it? Or would they have given it to the Gov't? WELL THE DID offer to only a 10% restocking fee AFTER I BROUGHT THEIR MISTAKE TO THEM (I guess I was supposed to be excited about that)... but still charge me 2.5 times the price to ship it back to the same place it came from... because you and I know Webstaurantstore does'nt warehouse the items they sell so I wonder where the additional shipping costs are going. So here we are They were really prompt about cancelling my return receipt, much faster than sending it. I told them They have there policies I have Mine... MIne is when you mess up you apologize and ask for forgiveness, that's what I did and it got me NOWHERE. Their policy is "this is an e-commerce business you get great prices and when there is a mistake TOO BAD that's why you get great PRICES" Steve B. Not anonymous

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Web A. – WebstaurantStore Rep Over a year old

Thank you for your review, Steve B. When chatting with us online, it is a customer service representative that you are working with at all times, we do not have a bot system.

I am sorry to hear that you are unhappy with our business processes. 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. We do appreciate you letting us know that this was your mistake, but in situations where the incorrect item was ordered, it would be considered a standard return, meaning that there is a 20% restocking for businesses and the customer would be responsible for the cost of the return shipping.

As for the tax, we do want to have the tax refunded to you through the return, so it was our mistake for not refunding that to you on the initial return set up. It sounds as though we did confirm our mistake, updated the return, and make an exception to lower the restocking fee as well if you did decide to return instead of selling locally.

We do have multiple warehouses that we ship from, but you are correct, not all items are stocked in our warehouses since we do carry 1,000s of items on our site. Only some of our warehouses are set up to accept returns back, so that could explain why the shipping cost was different than what was paid originally.

If orders ever arrive to you incorrectly, damaged or late, please always let us know. We do want to correct our mistakes and make it right for our customers.

I can look into this whole situation further with you and provide further explanation, but I am unable to locate your order without your order number, email address or information used to place your order but if this issue is still ongoing, please reach out to us at Help@WebstaurantStore.com and put it to the attention of Emily A.