Yep! You read that right. I ordered a set of bowls, and when I received a set of bowls that was different from any of the thousands of bowls listed on their website, customer support did NOT want to hear about it.

I was not able to get to support using the listed number, I was instead sent into an options loop that routed me back to the initial automated greeting if I opted to speak to a representative.

I was able to quickly get someone using the chat console, but my issue was initially being aggressively dismissed by each pf the 3 agents I spoke to, with one agent saying "That is the correct item number on the box and the item does match the picture and the description on the items page!" (Complete with an exclamation point)

Each time, once I demonstrated that the image online not match the item I received, I was told that the description (of a set of bowls) matched the item I received, and that the image is only for reference and will not always picture the item being sold- That I was not eligible for a refund since the item is described as a set of bowls.

I responded that the description also matches the item pictured online, and asked how it's fair that they expect me to guess that I wont be receiving the item pictured as it is described. This is when the chat console would crash (and it did not feel like a coincidence.)

So on the third try, I led with the recap of my conversation including how I was being told I was ineligible for a refund even if the item received didn't match the picture. This agent told me that the item I recieved was correct but that maybe wasn't accurately depicted due to lighting or other factors (impossible! The bowl pictured on the website was embossed over it's entire exterior with a geometric pattern. The bowl I received was smooth(ish) with some kind of lumpy amphibious-looking finish.)

They DID offer me a "one time refund exception", but advised me that if I wanted to see what I was purchasing before I purchased it, that I shop somewhere else, such as a local store. I replied with "Okay, I will shop at a local store next time." Literally just to repeat it back to them…. Because that was such a wild thing to say in this situation to a customer who did not receive what was pictured.

So yes Webstaurant Store, I'm cancelling my account and will shop elsewhere as recommended by you going forward.

P.S. They still have the same incorrect image listed for the bowls which upon receiving are in my opinion, not worth $5/each. But I guess that suits their apparent policy that the picture need not be honest and accurate.