ComplaintsforJES Restaurant Equipment Inc

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this company on August 22, 2022, and still have not received two items from my order. I have written letters and called and got no response on paper or email. ******* ***** * ***** *** ***** * - Mixing Bowl, 3 qt., 9-1/4" dia., standard, stainless steel $2.34. ******** ****** **** - Strainer, 6-3/4" bowl, 6"L handle, single fine mesh, wood handle $3.41. Even though the missing items only add up to $5.75 it is the principal of the matter. A company should not drop the ball then update their own computers with false information and send a confirmation email that if I click on the link, I would agree that my order was fulfilled. Now that really upset me and that is why I am reporting this small matter to the BBB. A refund of $5.75 should be sent to me.

  

  Business response

  01/25/2023

  The remainder of the order was on backorder with the manufacturer. The customer was updated on 10/20/22 that this was the case and provided the two tracking numbers for the available products that had shipped. The missing items were shipped on 11/28/22 once they became available via Fedex tracking # ************ and delivered on 11/30/22. Customer did speak with our customer service department on 9/23/22 and was given lead time information on all the products that were ordered. He explained that he was fine waiting the additional lead time to receive the products.

  Customer response

  01/25/2023

  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******** ice maker online, described to me as new by the seller, from JES Restaurant Equipment for $5,028.99. It took a few weeks to receive it but upon receipt, I had it professionally installed by a plumber. Immediately upon installation, the ice maker over heated to a dangerous temperature, of course not producing ice. I contacted the seller who advised I contact ********. I contacted ******** and they sent an authorized repairman. He advised a major component of the unit, the compressor, was bad and recommended returning the unit since it was a new unit and it isn't good to start out with a major defect in a new unit. I contacted JES Restaurant Equipment who advised they couldn't accept return of the defective product as they consider it used. I have gone back and forth with them via email and phone. They refuse to accept this defective product back. They've advised they will only take it back if I pay huge fees.

  

  Business response

  01/25/2023

  ******** has a warranty program on all machines that they dictate. As indicated on our terms and conditions along with the information provided with the machine when ordered they are the deciding factor in what steps they want to take with a machine and in most instances, they attempt to repair the unit for the customer. This customer refused to have the unit repaired, and simply wanted to return the unit. JES Restaurant Equipment is bound by the manufacturer’s warranty on the products that we sell according to the conditions agreed to by the customer when placing their order online. ******** must be given the option to repair the unit before a return can be authorized.

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  ******** connected with me directly in DECEMBER and made the offer to REPLACE not repair the machine. By the time they made this offer, so much time had gone by with it being unresolved by JES, I had already replaced the machine myself by purchasing a new machine from a different vendor that was in working order upon arrival to me. 

  I cannot stress enough to JES that you cannot sell a product to a consumer that requires repair out of the box and call it NEW. That is consumer fraud. In any event, my credit card company agreed with me and issued a credit to my account for the full amount charged by JES. The unit was returned to JES as well. They are in possession of the bad unit and whatever agreement they have with ******** regarding faulty products is not my concern but since ******** offered to me, to replace the machine in December (after I had already replaced it myself), I can't imagine they wouldn't also agree to replace the bad unit for JES.

  Regards,
  
  ***** ******

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  May 11, 2022 - Ordered 6 dozen Beer Glasses and when received 5 were broken. boxes with layers of glasses and only way to discover was to remove every glass on previous layers. Emailed customer service pictures on 5/24/22 and on 5/31 Alexis T***** responded that they were processing a freight claim for damages. Emailed again 6/24/22 and received response from Kaitlyn I**** stating she had taken over and was working on solution. Emailed 8/10, 9/28, and again today and have yet to receive a response. I would be happy with replacement glasses if they arent able to do a small refund but If they arent going to help me, at least respond and tell me there's nothing they can do. Customer Service is horrible and it's sad because I'm not far from there and wanted to support a "local" business.

  

  Business response

  11/08/2022

  Customer was refunded for 5 broken glasses on 10/26/22.

  Customer response

  11/08/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a refrigerator in July of 2022 and submitted my retailers' tax-exempt certificates for a tax refund as an authorized buyer. After multiple calls to Tananisha and numerous promises that the refund would be processed this has yet to be refunded and the account is now going over 3 months with no resolution. Per the 6th call, this has been sitting on the refunds board for over 6 weeks with no attempts at processing the refund. Due to the inactivity and unwillingness of the company to honor tax exemptions this item may have to be returned and purchased through a company that is committed to customer service and honest business practice.

  

  Business response

  10/13/2022

  Customer was refunded sales tax amount on 10/7 at 9:00 am. Receipts and original invoice attached. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order JES-****** on 1/12/2022 and my card was charged $37.74 one week later, 1/19/2022. I received a confirmation email on 1/12/2022 and have not heard anything about my order since. When I check my account on their webpage my order is still marked as "Processing". I have attempted to contact their customer service NUMEROUS times and no one has ever answered the phone nor have they returned my calls when I have left my name and number.

  

  Business response

  06/06/2022

  Customer ordered a special order item which requires us to capture their card up front for the sale. This item has an extended lead time with ******** due to supply chain shortages in the industry. Any order over 90 days is evaluated for lead time issues and if they are still an issue we cancel the order and ask that the customer place their order again when the item may be available in the future. Factory backorder notification was sent via email on 1/13/22 and order was canceled on 5/26/2022. Customer was issued a refund on 5/30/22. A receipt was email for this transaction on 5/30/22 and we have resent that receipt email again today on 6/6/22.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I sent an email yesterday explaining what happened about my purchase. It was a **** ***** cotton candy case from **** ***** popcorn supply but was purchased through jes restaurant equipment. I wasn’t sure who I should file the claim for but from what I understand it would be jes restaurant equipment that it would be against. Is there a way to pull up my other complaint and use the information to file against this company? Thank you and hope to hear from you soon

  Customer response

  05/18/2022

  The latches do not hold or secure the top whatsoever. When the top is lifted the whole bottom falls out. The item that I bought this for is supposed to be compatible with this case but it  does not fit securely or properly as stated in description and overall does not serve the purpose or needs for the equipment it’s intended for. 

  

  Business response

  06/21/2022

  Customer called stating that he was not happy with the product so we contacted the manufacture regarding the issue. **** ***** stated that the things that the customer was describing were standard on the cart and that there were no issues that they were able to see. Customer then called **** ***** and demanded that they do something and then told them that the product was actually damaged. According to the videos and images no damaged was noticed. We sent return information and fees to the customer but he was not satisfied with those and filed a chargeback with his card company. At this point there is nothing we are able to do to help the customer till that is resolved.

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please see attached word document, "Timeline (no names).docx", which explains in detail my dispute with JES Restaurant Equipment. The other attachements are text only saves of my email history with the company (names are identified in those, so only use that for your own verification purposes). Thank you.

  

  Business response

  06/21/2022

  Customer was sent a return label to send the product back to the factory on 5/18 and ******* ***** received the items back on 5/24. Customer indicated to us on 5/19 that he filed a chargeback with his credit card company so we informed him that before we were able to issue a refund we needed confirmation that the chargeback had been canceled. Customer refused to cancel chargeback so a refund was not issued so that the customer did not receive his money back twice.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/10/21, my partner and I placed an order for a ****** Dipping cabinet. We originally were told that it would be 6-8 weeks for this to ship out. In December, we made contact again stating that it was on backorder for another 4 months. A response was given stating that was fine on our end, as we didn't need the product until summer of 2022. In February, we sent an email to the most recent email chain, asking about an update on the product and we never received one. Because this month would mark the 4 months after December when it should have shipped, we reached out to them once again. Finally, after numerous phone calls, someone decided to pick up the phone. After talking to various individuals, we found out that our order was never placed to the manufacturer or through the supposed third party that they go through. I would like to know, how, apparently our order was on backorder when it was never ordered in the first place. This loss has cost our business thousands of dollars in potential profit as we are now not able to do everything we need to do for this summer and are required to improvise on our end. I am very VERY disappointed in how this was handled. As someone who has worked in customer service her whole life, I would like to know how this is acceptable and not an apology or any sort of compensation or discount was offered in return.

  

  Business response

  05/18/2022

  Customer ordered the dipping cabinet from us which was originally projected to ship in March. Manufacturer had a price increase in March and would not honor old pricing so we contacted the customer to collect the additional and to send over a new order because they required one. When new order was sent over ****** let us know that they had then moved the projected ship date out to July due to the inability to get certain components to manufacturer the unit. We are seeing this across all products and manufacturers.

  Customer response

  05/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. This is not what happened. The business did NOT contact us, we had to contact them continuously for the business to tell us that no one had submitted the original order. They then wanted to place a new order for us, which we rejected. Everyone we had spoken to was very rude on the phone. This was not our fault. I understand not having the ability to charge us the original price, however admitting that this was what actually happened would be fair. 

  
  Regards,
  
  **** ********

• Initial Complaint

  02/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/4/2022 I placed an order online with JES Restaurant Equipment for a ****** air curtain fan. Never received any email or phone call, it has been more than 30 days now, found out that the equipment still has not shipped. My credit card was charged $855.22 for this, again received no receipt no order number. I did chat with a representative from their business named Molina who said I would have to pay cancellation fees, which it never says that on the website. It says there are fees for returning this equipment, however I have never received it. I should have received a phone call at least to be informed about why it was taking so long. Since it was taking so long I had to order this equipment from a different company so I contacted JES Restaurant Equipment to cancel the order and they still want to charge me some fees for this.

  

  Business response

  03/15/2022

  I appreciate your patience while awaiting our response. I wanted to make sure I had all of the facts available to give you accurate information regarding our process as it specifically relates to Mr. ***** ****** with *********** ******* Inc.

   

  Mr. ****** placed his order on 1/4/2022 (please see Order Info attachment). On 1/11/2022, we received confirmation from ******, the manufacturer, that they received the order and that the item was on factory backorder with them and expected to ship on 2/14/2022 (PO Notes attached).  On 2/9/2022, Mr. ****** requested to cancel, stating he never received a receipt. Melina, the J.E.S. sales rep that spoke with Mr. ****** regarding his cancellation request, informed him that we would request to cancel and that there may be cancellation fees per J.E.S. Terms and Conditions listed on our website (please refer to attachments: Order Notes, JES Terms and Conditions). That is the information our sales reps have, as cancellation requests must be submitted.  Melina immediately submitted the request, at which time- the same day- we spoke with the Sales Manager at ****** requesting to cancel per the customer, and ****** kindly agreed to do so without charging restocking fees, per our request (PO Notes).

  On 2/22/2022, Mr. ****** was refunded, minus our $30.00 cancellation fee (Refund attachment), and his refund receipt was emailed to him on that day (Refund Receipt showing customer email attached).

   

  We value each customer at J.E.S. Restaurant Equipment and work hard to provide timely and accurate information regarding each order. I am sorry to hear that Mr. ****** had a negative experience with our company; however, cancellation requests are a process, and we provided him with a timely response and refund.  Where I understand that Mr. ****** may be unhappy about the $30.00 cancellation fee, we do have information regarding such fees included in our Terms and Conditions listed on our website.  In addition, our sales reps inform our customers that fees may be associated with cancellation requests.  I hope you can appreciate that those fees are justified, as there is time and labor involved on our end, and as a business, we must make adjustments for these costs.

   

  Please let me know if I can provide any additional information or assistance, and I will be happy to do so.  My contact information is below in my signature.

   

  Best, 

  Shannon H***

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order No. JES-***** was placed on 08/30/2021 and my card was charged on 09/01/2021. This order never shipped. I had numerous on-line chats with "customer service," who always had to contact the manufacturer and then contact me. The problem is no one ever contacted me. I also called a few times, still no response as to ship date or any explanation for the delay. I called on 10/26/2021 at 9:52 am (CDT) and cancelled my order. The number I called was 1-866-********. I was told they cancelled the order and I would get a refund in 7-10 days. I called again on 11/10/2021 at 2:41 pm (CST) and spoke to another very rude customer service person. He was of absolutely no assistance and wanted to "have someone call me back." Sadly, this company does not call people back. A reputable company does not charge the credit card until the product ships. A reputable company does not ghost people. You should read your **** reviews and BBB complaints. I should have before I ordered, and that's on me. Please refund my $100.82 immediately.

  

  Business response

  12/21/2021

  We refunded this customer on 11/12 after we were able to confirm with the manufacturer that they had canceled our purchase order.

  Customer response

  12/21/2021

  Yes, they processed a refund.

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