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WebstaurantStore Reviews Summary
WebstaurantStore has a rating of 1.9 stars from 852 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.
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I paid for an ice machine that was supposed to have shipped within four hours of paying for it. Days later I got an email saying that they could not ship it to a residential address. I explain to them that I receive online orders for my commercial business, at the official and legal mailing address for my business, which is my home. They stated they needed the name and address where it will be installed, or they would not ship it to me. I asked that they either ship it to the mailing address for my business or immediately refund the money. Ive been telling them this for days, they finally said theyre going to refund my money, and its going to be 24 to 48 hours before I get it back.
What they dont realize that I needed it to ship within four hours of purchasing it like they advertised. Now Im without an ice machine, and without my money. This is what happens when you do business with them. I would not do business with them if you really need what youre ordering.
Horrible experience. Tricked me into "plus membership" only to then tell me my order "didnt qualify". Sent a delivery notice that it will take THREE MONTHS. Tried to resolve but they just strung me along and then disappeared. Dont bother unless you love heartache
I bought a deep fryer on this store, after one week I received my order. But after I used it for 3 days, I found two places were leaking, I have called them, lady over the phone told me that I already used the item, They can not give me refund or replacement! Only thing I can do is calling the manufacturer. They are not responsible for problem item they sold! Even I ask for manager, I got same answer, I call the number They gave to me, I got run around. They want me giving up!
Thank you for your review, Qunqiang. I greatly apologize that your fryer arrived and is not cooling properly. I am sure this item is essential to the operation of your business and we want to ensure you have a fully functioning unit as soon as possible. All of the items that are purchased on our website are backed through the manufacturer’s warranties. I know this item was not working properly when it arrived but the reason we need to work with the service technician is that it is going to be a much quicker resolution than reshipping. If the service technician does deem the unit defective after servicing it, we would be able to move forward with a reshipment or a refund for the item. However, if the unit can be repaired, this will be the fastest way to ensure you have a working unit. Please continue to reach out to us at [email protected] if you have any further questions or concerns.
I ordered a pack of 25 floor tiles, and found out while we were installing them that there were only 24 in the box. I emailed them multiple times over 4 days waiting for them to get the replacement shipped out to me. They kept stalling, promising a resolution by the next day for THREE DAYS IN A ROW. I pleaded with them, I just need this one tile to finish the job. Had I realized ordering a single tile was possible, I would have done it myself and just paid out of pocket rather than deal with these people, which is what I ultimately did. So, 10 bucks for the missing tile, and 35 for next day shipping out of pocket for something I was supposed to get in the first place. Do yourself and favor and shop elsewhere!
Thank you for your review, Rocky. I greatly apologize that you were missing one tile in your shipment and that we were unable to get you one in the time-frame that you needed. I was able to locate your order and see that we have provided you with a refund for the tile that was missing. I hope you will give us another chance in the future. If you have any additional questions or concerns, please reach back out to us and we would be happy to help!
We ordered 2 shelves for our restaurant that were critical to our opening. We ordered them WAY before we needed them to be there. Instead of the 84" shelves, they delivered 48" shelves. We called the company and they said they were so sorry and would EXPEDITE the delivery of the replacement shelves. SIX DAYS LATER - still o replacement shelves. I called the company and the lady wouldn't let me talk to a manager (NEVER a good sign) and said "they had done all they could." My restaurant opens in two days, and the kitchen is a wreck. I will NEVER count on this company to deliver the RIGHT product and IN THE TIME THEY PROMISE. I hope you don't either.
Thank you for your review, Dani. We appreciate you taking the time to provide us feedback and apologize the order took longer than expected to arrive to you. We did enter the replacement shipment with next day shipping method but were unable to get it picked up in time. In regards to speaking to a manager, our managers are always happy to speak with our customers but our Customer Solutions Specialists do have the same capabilities to resolve order complications. I greatly apologize for our mistake and hope you will give us another chance in the future. I wish you the best of luck with your restaurant opening!
Been a great customer for years. I bought a food prosser got it notice it was to small did not even open the box. Tried to return it and the tell me I have to pay$120 Restocking fee plus the postage! I did not know that SO PLEASE BE AWARE THAT THEY MAKE MONEY BOTH WAYS SELL IT OR RETURN, I WILL NEVER BUY FROM THEM AGAIN, PLEASE DO NOT WASTE YOUR TIME LOTS OF GREAT PLACES TO BUY FROM ON LINE JUST NOT THIS ONE!
Thank you for your review, Jose. I apologize that the food processor was not the right size for your needs. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you 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.
I have spent thousands of dollars with this company, the ONE TIME I tried to return an item that did not fit, they lied and said they would get back to me in 48 hours for a return receipt. They will give you the run around and LIE just to get you off the phone. I am VERY disappointed in this company, which I have realized is just a third party vendor.
Thank you for your review, Kelly. I am sorry to hear that your experience was not as positive as it should have been while working with our Customer Solutions department and we didn't get back to you in the time frame we provided. 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 with you. Please reach out to us at [email protected] so we can look into this further with you.
Their products are quality and arrive quickly. Their prices are low but their shipping costs are high. They are good about replacing any damaged items.
They give store credit for reviews so I took part in reviews. They suddenly placed a limit on the amount of store credit any one customer cold receive. I accepted that though I hadn't done anything wrong racking up points and even had pictures proving use of the products.
I have since tried to access their website to look for more items to buy using money and they won't allow me access to their website. I believed at first the website was down due to maintenance but it has been much too long and I still can't access the website. It states that the site can't be reached because "webstaurantstore unexpectedly closed the connection". I contacted the website and heard nothing from them. They though don't have any issue continually to send me daily promotion emails that are now nothing more than spam to me.
Thank you for your review, Tonya. I am sorry to hear that you're receiving an error and unable to get on our website. I'd be happy to take a look at this for you to see what could be going on. Please reach out to us at [email protected] and put it to the attention of Kaelea and we will get to the bottom of this!
If I could have given -1 stars I would have. This is the one of the worst online companies I have ever dealt with. The restocking fees is a cool little trick to get money out of their customers. Lesson learned and we were gearing up to spend a bunch of money with them opening up a couple of new facilities. Shame on you I bet RestaurantDepot will gladly take the business and oh they have a better selection as well.
Thank you for your review, Stephanie. I apologize that you didn't have a positive experience with us. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you do 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 buying the item you're wanting.
Horrible Company, Ordered item to incorrect address for 65 dollars, Could not reroute order to new address after charging me $13 dollars to reroute it. Also said they could not re reroute it back to them, which is bull. Anyone can do this if they actually called the carrier, i actually ended up calling the carrier myself and they notified me they can reroute it back to them with no issues, and no questions asked. Webstuarant said i would have to wait until the item arrives then send it back, then they charge shipping and a %30 restocking fee, because it is a residential address.%20 if it is a commercial address. A good way to get more money out of you, then shipping back as well. All in all on a 65 dollar item i will be refunded a grand total of $12. I asked the lady on the phone why the difference and why the re stocking fee, and they could not give me an answer. PLEASE BE CAREFUL BUYING FROM THESE GUYS. THERE ARE SO MANY BETTER CHOICES TO BUY FROM ONLINE. THESE GUYS POLICIES ARE EITHER STUCK IN 2009 OR THEY GENUINELY DO NOT CARE ABOUT THE CUSTOMERS JUST THE MONEY BEWARE! ITS NOT A COINCIDENCE MOST OF THE REVIEWS ARE NEGATIVE.
If you need to return it costs you 20% stock fee and shipping charges. So on a $100 order you will loose $40 or more. Bad business. Stocking fee is a joke. They are cheap up front but get you on the return.
Thank you for your review, Greg.The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you 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 buying the item you're wanting.
I ordered some snow cone syrup and bowls. I was concerned about the shipping time, after reading other reviews. So on Saturday I did an "instant chat" with a representative and they said it shouldn't take more than about 6 days before I would receive my items. I actually received them in 3 days and everything seems to be in good condition.
Thank you for taking the time to provide us with your positive feedback and kind words, Irene! I'm glad you received your snow cone syrup and bowls in a timely manner. We look forward to continuing to work together in the future!
We bought Dough Pro Express from Webstaurantstore online in Early March'2018, after we received item, we reach out to manufacture as we were having difficulties on setting temp. We also want to talk to Manufacture regarding temp and time we need to role our fresh dough and we were told that we need to store Dough in Freeze for 12 hours before we can use on dough pro express, this could not work for us due to lack of space in our restaurant and we use fresh dough. We initiate return with WebstaurantStore, at first they refuse to take back, after we directly talk to Dough Pro, they took over 3 weeks before they provide us Return authorization with we have to pay 20% restocking fee + shipping. I was still agreed to ship as this machine was no use to for us and not use at all. We return machine end of March and today 5/3/18 we are still waiting for refund even reach out regarding this matter several time with WebrestaurantStore. As small business you we deal with B2B, would expect that WebstaurantStore should follow and keep me updated time to time. They go there money so they forgot about us. wouldn't recommend dealing with WebstaurantStore or Dough Pro guys.
Thank you for your review, Ketan. I apologize that the Dough Pro Express you purchased from us was not able to work for your needs. I was able to locate your order and see that the refund was processed back to your original form of payment on May 7th after the return was processed. Please reach out to us at [email protected] if you have any additional questions or concerns.
DON'T EVER BUY ANY THING FROM THEM. BE aware they were sending damaged product. Their customer service is horrible, and they don't have free returns, even for damaged items. $800 BLANDER THAT WAS NOT WORKING, I CALLED AS I WE GET IT, NOW I NEED TO PAY TO SHIP IT BACK AND WAIT TO SEE IF THEY WILL CREDIT ME, AND MY ICE CREAM SHOP IS WITH OUT MILK SHACK BLANDER.
Thank you for your review, Jim. I am sorry that one of your drink mixers is not working properly. We certainly want you to have a fully functioning unit! The unit is backed by the manufacturer's warranty. After we reached out to the manufacturer on your behalf, we were informed that the motors on the HMD400 are an easily replaceable part (just one plug connection). In order to verify that the issue is with that single motor and not the whole unit, they have asked that you get one of the functional motors and switch positions with the one that will not work. If the functional motor has issues, then the problem is with the whole unit and would need to be replaced. If it works normally they should be able to fix the issue for you by just replacing the single motor. Please reach out to us at [email protected] if you need additional assistance working through the warranty.
They sent me several highly damaged items including a scratched nonstick pan with the nonstick coating chipped around the edge. They offered a 15% refund which is unacceptable. Don't shop from them. Their customer service is horrible, and they don't have free returns, even for damaged items. They claimed that the store is usually for restaurants and that restaurants don't mind slightly damaged items as if a chipped nonstick coating is fine for restaurants.
Thank you for your review, Micah. I was able to locate your order and apologize that items were damaged in transit. The amount of credit was determined based on the amount of damage shown in the photos we received. If it is more severe than what the photos show, please send us additional ones so we can take a second look. In regards to returns of damaged items, this is dependent on the amount of damage. We would not charge someone to return a damaged item but for minor damages, most customers will choose to keep an item for a partial discount. If the damage is more severe, we don't always need the item to be returned so that is determined through the photos that are sent. Please let us know if you have any additional questions or concerns or if you'd like us to take a second look at your order.
I ordered a 5 gal, glass dispenser, and a few other things, it came in two days, everything was perfect, and not broken so I am very pleased, will order from them again!
Thank you for taking the time to provide us with your positive feedback and kind words, Belinda! We look forward to continuing to work together in the future!
I purchased:
Libbey 5154 4" Nob Hill Glass Ashtray - 4/Pack Qty: 1
I received: 3 out of 4 broken. Fine. Things happen I can forgive one error. Sent an email to the company asking for a replacement order. They obliged. Everything is fine so far, acceptable even. However, the SECOND order arrived damaged. This time they wrapped it up carefully yet failed to address the ROOT of the problem. All 4 ashtrays are packaged as one so there is nothing to protect them from eachother. I emailed them asking for a full refund. They said they would refund me for the value of 1 out of 4. This is pathetic and uninspiring. Really guys? Can't refund somebody 10 bucks? Wow. What a strategy.
Thank you for your review, Matthew. I apologize that you received damaged ash trays not only once but twice. The best way to provide us with feedback on packaging is to leave us a packaging review through your registered WebstaurantStore account. We can then keep track and if there are trends, we can then address them and make the necessary packaging changes with our warehouses. In regards to a refund, have you been refunded for the damaged ash trays? We want to ensure you have only paid for the amount of ash trays you received undamaged. We look forward to hearing from you at [email protected] if you have any additional questions or concerns.
I ordered 6 stainless steel shelves ranging from 72 to 84 inches. Each separately packaged with gussets and lock nuts. All packages were significantly damaged. Additionally each box had been repaired with packaging tape. It was obvious that they were very much aware they were sending damaged product. Not only were the shelves bent, crushed in the corners, open on a couple of the ends but were missing hardware. They just don't care!
Thank you for taking the time to provide us with a review, Leo. I am sorry to hear that all of your stainless steel shelves were damaged in transit. We greatly care about getting items to our customers safely and quickly. Our warehouses do package each shipment with care and inspect each shipment before it leaves our warehouse to ensure that your items arrive intact and undamaged. However, there is still a small chance of accidents occurring in transit. If this is still unresolved, please reach back out to us at [email protected] so we can work toward a resolution together.
We just received a defective product from the webstaurant. We have a difficult time to return and exchange. They send us to the manufacture, the manufacture said the webstaurant should make the arrangement, anyway, we are still waiting. They seem more suspicious on their customer than interested in providing a good customer services.
Thank you for your review, Nancy. I"m sorry that you received a product from us that isn't working properly. I cannot speak to your specific situation with your order information but all of the items that are purchased on our website are backed through the manufacturer’s warranties so this is most likely why you were directed to reach out to the manufacturer directly. If this still has not been resolved, please reach out to us at [email protected] and put it to my attention (Kaelea) so I can look into this further with you.
Very organized company with competitive pricing and lightning fast delivery. Had an issue with a stainless steel overshelf this week that was delivered which was replaced after they realized it was a factory issue. Love this outfit and highly recommend to small and medium sized restaurants. I will continue to give them as much of my business as possible. A++
Thank you for your positive feedback and kind words, Dennis! I'm sorry to hear that you had a problem with a stainless steel overshelf but I'm glad we were able to get it resolved for you in a timely manner! We look forward to continuing to work together in the future!
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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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer 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, Stanley. I am sorry that you didn't have a positive experience with us. We do our best to make the Plus membership as clear as possible on our site by stating that it includes free shipping for over 175,000 qualifying items and showing a "plus" banner next to any item that does qualify. If you have any feedback for us on how we can make it more clear on our site, please let us know because we are constantly looking to make our site better for our customers and always appreciate the feedback. In regards to the delivery notice, I am unable to see what you're referring to without your order number or email address that was used when the order was placed. If you can send us that information to [email protected], I'd be happy to take a look for you!