WebstaurantStoreReviews 852

Thank you for your review, Kathleen. I appreciate you being honest and fair in your review. I understand your concerns with returning and am sorry to hear that the item that was ordered wasn't exactly what you needed. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible. 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.

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 [email protected] so we can look into this further with you.

Jerry, thank you for taking the time to provide us with a review of your experience. I assure you that this process was not meant to an annoyance and was only a one time request. The internet is just becoming an ever-increasing dangerous place to shop and we take pride in being one of the safest sites out there. I can also assure you that no one in the company has access to anyone's full credit card information. We only see the last 4 digits as the remaining 12 digits are randomized and are not accurate in order to protect our customers making it technically impossible for that information to be stolen from our site. What was requested was something showing the billing address, such as a piece of mail that showed the billing address but did not have to be a drivers' license. Again, we try our best to make sure our customers accounts are safe and wanted to make sure you, as the card holder, were authorizing the transaction which is why we asked for this information. Our e-commerce risk team would be happy to talk with you further in order to better explain why this information was requested if you reach out to them at [email protected].

Thank you for taking the time to provide us with a review of your experience, Stefanie. 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. You are correct in regards to shipping in that it is more cost-effective to ship to a business as shipping rates are lower to commercial addresses.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.

In regards to other reviews you mentioned above, our warehouses do package each shipment with care to ensure that your items arrive intact and undamaged. However, there is still a small chance of accidents occurring in transit. If anyone ever experiences any issues with their order upon delivery, we just ask that we are informed as soon as possible so we can resolve it. If a mistake is ever made on our end, a restocking fee would never be charged. The only time a restocking fee is charged is if it is a standard return. By charging restocking fees, we are able to keep our item prices lower.

We hope that you will give us a try if you're ever needing to order restaurant supplies in the future.

Thank you for your review and providing your order number, David. I am sorry to hear that your Warmer with Pump, Inset, Lid, and Ladle is not working properly. I see that we had requested a video but the file was missing from the first email we received. We had spoken with you on 2/19/18 and had stated that once we have the video we can begin working toward a resolution with you. The item has a 6 month replacement warranty and we are happy to work toward a resolution with you through the warranty but will need the video for our records to determine if it is just a part or if the unit is fully defective. Please reach back out to us at [email protected] so we can resolve this for you.

Thank you taking the time to provide us with a review, Aziz. I apologize that your order was too far along in the processing stage in order to make alterations. Our warehouses do work as quickly as possible in order to get orders shipped to our customers in a timely manner. I am unable to locate your specific order without your order number/email address but it is likely that the order was prepared for shipment and already on the truck within such a short period of time. Most of customers find value in knowing their orders will be processed so quickly but I do understand that it was problematic in this case due to needing to make alterations. In regards to making adjustments or cancellations online, if you have are a registered customer, there is a window of opportunity to cancel on your account page before the order is being processed. Please contact us at [email protected] if you have any additional questions.

Thank you for your review, Art. I am sorry to hear that your Vollrath unit is not working for what you are needing it to do. While we would not be able to accept a return for a used item, we certainly want to better assist you in having a properly functioning unit. If there is a defect, working through the manufacturer's warranty is going to be the best and most timely way to resolve this but I would like to look into this further for you. I am unable to locate your order without the order number or email address used to place the order. Please email us at [email protected] and put it to the attention of Kaelea so we can work toward a resolution together if this is still unresolved.

Chris, thank you for your follow up review. I am so sorry to find out that you have received two damaged scales in a row. This is highly uncharacteristic of our shipments so to hear it has happened not once but twice, is very upsetting. I am unable to locate your order with just your first name and last initial. If this is still unresolved, please email us at [email protected] and put it to the attention of Kaelea so we can be sure to resolve this in a timely manner for you.

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.

Thank you for your review, Terri. I understand your concerns with returning and am sorry to hear that the item you purchased did not work for your needs. The representative you spoke with is correct. 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 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.

Thank you for your review, Kathie. I am so sorry that the 8" Manual Impulse Bag Sealer you ordered from us was not working when it arrived to you and for the delays that occurred in getting a replacement out to you. Because the unit was defective upon arrival and all of the items on our site are backed by the manufacturer’s warranty, we did request that the manufacturer be the one to send the replacement. At this time, the replacement is in transit to you and Jordan is working to obtain tracking information from the manufacturer so you can keep an eye on delivery. In regards to our shipping prices, 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 additional questions by reaching out to us at [email protected].

Thank you very much for your kind words, William! We understand the difficulties and frustrations that occur when a piece of equipment that is essential to your business goes down so I am glad to hear that the issue with your Turbo Air unit was able to be taken care of by the service company in a timely manner. We truly appreciate your business and positive feedback and look forward to working together in the future.

Thank you for your review, Nawras. I was able to locate your order and see that it was determined through photos of the unit as well as the serial number, that the correct item was received and there was just a protective film over the door. Typically we are unable to accept returns for items that are not in their original packaging. However, we did make the exception to bring this back to sell on our Outlet site at a discounted price. Because of this, there is a 35% restocking fee. If you have any additional questions, please let us know.

Thank you for taking the time to provide us with your feedback, Randy. I apologize that your order was too far along in the processing stage in order to make alterations. Our warehouses do work as quickly as possible in order to get orders shipped to our customers in a timely manner. I am unable to locate your specific order without your order number/email address but it is likely that the steam table was prepared for shipment and already on the truck within such a short period of time. Most of customers find value in knowing their orders will be processed so quickly but I do understand that it was problematic in this case due to needing to make alterations.

Thank you for your review, Kevin. I am sorry to hear that you are not pleased with your Waring commercial blender (BB900S). I was able to locate your order and look into this a bit further. We do track any and all complaints we received regarding items we sell and we do not have any for this product at this time. Additionally, our product specialists stated the issue reported seems to be the standard burn off smell when first beginning to operate the machine. After reviewing the video you sent, our specialists as well as the manufacturer have deemed the unit to be working properly so there is nothing that would be covered under warranty at this time. However, you can take the unit to your nearest service center or mail the unit to Waring in order for them to take a closer look.

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 [email protected].

Thank you for taking the time to provide us with a review. I apologize that the items you purchased were not compatible. We do our best to show all compatible items in our “You May Also Need” section which is location underneath each item’s photo. Any items listed here are guaranteed to work with the item you are view. If an item is not listed in this section, we are not able to make that guarantee. In regards to restocking fees, we charge them 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 returns costs, we only charge a restocking fee for items that are a standard return. If you are ever in question of an item and its' compatibility, please contact us via our live chat or email so we can ensure you’re getting what’s best for your needs prior to placing the order.

Thank you for your review, Kevin. I am so sorry to hear that your client's sink did not arrive on the original date of delivery costing you both financial loses. If the sink was ordered on a weekday before 2PM EST with Next Day shipping and did not arrive the following business day, we would certainly refund you the difference in shipping. If this has not been resolved, please contact us at [email protected] so we can take care of this for you. We hope you will give us another try in the future!

Thank you for your review, Alison. I apologize that the pot you received was not exactly what you were looking for. I was able to locate your order and while we did determine that the pot that was ordered was the one received, we have offered to set up a return and refund you in full for your order in store credit so that you're able to purchase a larger pot. Please contact us via email at [email protected] if you'd like to proceed with this resolution.