WebstaurantStore is a major online supplier for restaurant equipment, kitchen tools, and commercial furniture. Because they serve a wide range of businesses — from small cafés to large catering companies — their customer service is a core part of their business. Whether you need to place a big order, ask about a product, or report a problem, knowing how to reach Webstaurant’s support team can save you a lot of time and frustration.
In this article, we will cover how to contact Webstaurant’s customer service, what their hours are, what to have ready before you reach out, how their returns and warranty work, and how to make sure your issue is resolved smoothly.
Who Handles Webstaurant Customer Support
Webstaurant calls their support team Customer Solutions Specialists. These are trained staff members who help with many types of customer needs. Their job includes answering questions about orders, helping with shipping, dealing with return requests, and addressing special or custom-order issues. You can reach them by phone, email, or live chat according to Webstaurant’s own help page.
The Customer Solutions team is essentially the front line for customer service at Webstaurant. They know the ins and outs of Webstaurant’s product catalog and shipping policies so they can guide you through problems.
How to Call Webstaurant Customer Service
One of the fastest ways to get help is by making a phone call. The main customer support number is 717-392-7472.
Here are a few important things to know about calling:
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According to GetHuman, this phone line is staffed by real people during business hours.
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Their customer solutions phone support runs Monday through Thursday from 8:00 AM to 6:00 PM Eastern Time, and on Friday during the same hours.
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Callers often report short hold times when calling during these hours.
Calling is especially useful for complex issues like tracking large orders, clarifying shipping costs, or receiving guidance on heavy or bulky equipment.
Email Support: When to Use It
If a phone call is not possible or convenient, Webstaurant’s email support is a great alternative. Their main customer service email is help@webstaurantstore.com.
You can email them for:
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Questions about products, specs, or stock
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Help with your existing order
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Reporting damage or missing parts
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Warranty or defect claims
For custom or branded orders (like embroidered gear or custom printed items), you should use their special email: customquote@webstaurantstore.com. This address is specifically for design-related queries, and your email should include item numbers, your design file, quantity, and billing/shipping information.
Using Webstaurant’s Live Chat Option
Webstaurant also offers a live chat feature on its website. This is one of the fastest ways to get real-time help without making a call. According to their FAQ, live chat is available:
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Monday through Thursday from 8:00 AM to 8:00 PM Eastern Time
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Friday during phone hours (8:00 AM to 6:00 PM)
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Saturday from 9:00 AM to 4:00 PM Eastern Time
Chat is particularly useful if:
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You want to check whether an item is in stock
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You need to confirm how long shipping will take
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You have a quick question about your account or order
What Are Webstaurant’s Customer Service Hours
Here is a summary of when Webstaurant’s customer service is available:
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Monday – Thursday: Phone 8:00 AM to 6:00 PM, Chat 8:00 AM to 8:00 PM (Eastern Time)
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Friday: Both Phone and Chat from 8:00 AM to 6:00 PM
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Saturday: Chat only, 9:00 AM to 4:00 PM Eastern Time
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Sunday: No live phone or chat support according to their FAQ
Planning your call or chat within these hours will give you the best chance to reach a live person quickly.
What to Prepare Before You Contact Support
To make your interaction with customer service smoother, it helps to have some important information ready. Here is a checklist:
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Order Number
Have your order ID or invoice number available. This is the fastest way for support to look up your purchase. -
Item Details
Know the name, SKU, or description of the product you are asking about. -
Clear Description of Your Issue
Tell them exactly what is wrong: Is it a late order, damaged item, missing part, or billing issue? -
Photos of the Problem
If your item arrived damaged, take clear photos. These images can help Webstaurant validate your claim. -
Your Account Information
Be ready to provide your name, email address, and any other relevant account details so they can verify you.
Having this prepared saves time and helps your issue be resolved more quickly.
Common Reasons Customers Reach Out
Here are some of the most frequent topics Webstaurant’s customer service handles:
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Shipping Delays or Damage
Sometimes orders arrive later than expected or items are broken. These are common issues, especially for large or heavy items. -
Returns and Refunds
For items that are unused and in original condition, Webstaurant accepts some returns. Their FAQ provides guidance on how to do that. -
Warranty Claims
Some equipment sold by Webstaurant comes with a limited warranty. For these cases, Webstaurant asks customers to reach out via email. -
Custom Orders
If you ordered custom or branded items, you may need to ask about design proof, production time, or changes. Use their custom quote email. WebstaurantStore -
Billing Questions
Customers may want help with payments, charges, or subscription-type services.
How Webstaurant’s Warranty Works
Webstaurant provides a limited warranty on certain equipment. According to their warranty document:
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The warranty covers defects in material or workmanship.
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Warranty claims must be made by the original purchaser and should include the order number.
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For specific product lines (like Waterloo brand), customers should get a return authorization before sending defective items back.
To file a warranty claim:
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Locate your order number
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Prepare images if there is damage
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Contact Webstaurant via email (help@webstaurantstore.com) or use live chat to start the process
Contact Info Summary
Here is a quick summary of the contact details you need:
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Phone Number: 717-392-7472
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Email (general): help@webstaurantstore.com
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Email (custom orders): customquote@webstaurantstore.com
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Live Chat: Available on Webstaurant’s website during support hours
Real Customer Feedback on Webstaurant Customer Service
Opinions about Webstaurant’s customer service are mixed. Some customers praise the team for being helpful and responsive, while others mention issues. For example:
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On ComplaintsBoard, a customer said they received a quick and friendly response when a problem came up.
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According to their contact page, Webstaurant’s return policy does charge a restocking fee depending on whether the package is commercial or residential.
This variety in feedback shows that most people can get help, but being clear and prepared can make a big difference.
Tips for Getting the Best Support Experience
Here are some useful tips to improve your experience when contacting Webstaurant’s customer service:
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Call during weekday business hours for live help.
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Use email when you do not need an immediate answer.
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Try live chat for fast, simple questions.
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Be clear about your problem: explain the issue, provide details, and include photos if needed.
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Keep your order and account detail ready.
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Be polite and calm. Clear communication helps everyone.
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If you do not get a response, follow up politely after a few days.
Why Webstaurant’s Customer Service Matters
For businesses that rely on WebstaurantStore, customer service is not just a backup — it is essential. Reliable support means fewer delays, better problem resolution, and more confidence in placing large orders. Good support helps avoid downtime in businesses that depend on kitchen equipment.
Webstaurant’s customer service also helps build trust. When a company responds well to issues, clients are more likely to return for future orders and recommend the service to others.
Final Thoughts
WebstaurantStore’s customer service is designed to help a wide range of business customers. Whether you call 717-392-7472, email help@webstaurantstore.com, or use their live chat on the site, you have multiple channels to connect with real people who can help with orders, damage, returns, or custom designs.
To make your support request easier, make sure you have your order number and issue details ready. Be clear and respectful when you communicate. With the right preparation, you can solve your concerns quickly and with confidence.
If you would like help writing an email to them or understanding the return or warranty process, I can help you draft that too.
