Central Restaurant Products
Customer Service
PO Box *******
Indianapolis, IN ******* To those who say that 100% Satisfaction is your goal: I have just spent many hours of my employer's time spanning a period of over a month trying to purchase, rectify a problem with that purchase and trying to obtain a credit for a product that was never delivered. I ordered a drain grate on 2/14/25. My PayPal account was charged literally a minute after my order was placed. I received a notice that the order was received and being processed but the follow up confirmation and tracking information never came. On 2/21 I sent a follow up e-mail to the website listed on the order receipt, *******@centralrestaurant.com, asking for confirmation and Expected ship date. The e-mail went unanswered. (see screen shot below) On 2/25 I sent another email requesting the status of my order. It also went unanswered. I followed the email with a phone call on 2/25. I did not record who I spoke to during that phone call. I explained my frustration of not knowing the status of my order. I spoke to, who I think was a female, who pulled up my order on the computer She said the order was shipping from the manufacturer on 2/28. I thanked her and hung up happy. On 3/5, I still had not received the package, so I sent another e-mail inquiring about the status of the package. Again, there was no response. On 3/7 I received an automated message asking me to review my purchase. I was sent a poor review hoping to grab someone's attention. I followed that with a message on your website. By 3/10 I had not heard back so I sent yet another message via your website. This time I was contacted by two different people (Korey Weber & Michael Casolaro) saying they were working on the issue and would get back to me shortly. Apparently, that triggered ticket number T*******. Unfortunately, my expectation of what "shortly" meant was not based in your reality. At the end of my day, I sent a reply to Korey Weber letting him know I was out of patience and that I would be contacting PayPal to file a grievance. He never responded. I tried calling customer service again on 3/12. I neglected to write down the name of the person I spoke with who it sounded like was a younger man. By this time, I am very agitated. He did a good job trying to help me despite me yelling at him. I was lulled into a false sense of satisfaction as he told me he could see that Korey had been working to try to get a hold of the manufacturer who supposedly shipped the order. That feeling didn't last long when there was a note that the item had shipped to the wrong address and they were unable to determine where it was or how long it might take to straighten up the mistake. At that point I asked the person to cancel the order and issue me a credit. He assured me that he cancelled the order and a credit would be issued. He warned me that it may take a few days to be processed by my bank. I was very disappointed at the wasted time but I thought I'd have a credit in a few days. On 3/13 I received an e-mail from Korey saying that he had learned from the manufacturer that it would be 2 more weeks until they could ship the item. He asked them to cancel the order and as soon as he had confirmation from them, he could credit my account. WHAT? I replied that I had already called in the previous day and cancelled the order over the phone. I stated that I had been trying to receive an update on this order since Feb 21 and that my credit should not hinge upon the manufacturer's cooperation to cancel the order. I insisted that the credit happen immediately. He apologized for the confusion and stated he would issue the credit. I checked my PayPal account every day. When no credit appeared by 3/17 9:03am, I called customer service, yet again! I spoke to a young man named Brian. I explained that I was very angry and that he probably wasn't paid enough to deal with me. I asked him to escalate my issue to a supervisor. He insisted he could help. I had to waste more time explaining that I had already had several people who told me they would help but failed with follow through. I, again, asked to speak with a supervisor or manager. He explained that the supervisor was not in that day, He suggested that he could forward me to the supervisor's voicemail so I could leave a message to be returned the following day. I had to argue with him that this was not good enough and that I wanted to speak with someone right NOW! 9:10am, he forwarded my phone call to who he said was Shannon. No surprise to me, I went to voice mail anyway. I left a furious voicemail insisting I wanted this matter attended to that very day. I specified I would continue to call back until I spoke with someone. 3/17@ 10:10 am, John Fisher returned my call. I went through the entire story with him and insisted that my credit be processed that day. He promised that he would have it done in 2 minutes and give me a call right back. Yet another person telling me what they thought I wanted to hear just to get me off the phone. Naturally, he didn't follow through with his promise either. By 2:25 pm, I had not heard back from John so I called him. He explained that he was ill thus unable to deliver on his promise and then, promised to walk straight to the credit manager, Nick, and take care of it personally. Again, he said he'd and call me right back. He tried to return the call at 3:12 but I was unable to take the call. The credit has finally been received on 3/18. I have been in parts purchasing for over 20 years and this is the absolute worse customer service I have ever experienced. The fact that I sent multiple e-mails that were never responded to, made multiple phone calls where I was lied to and that I had to become belligerent before I could get any results is inexcusable. Below are some screen shots of some of the communication efforts I had to make in order rectify my dissatisfying purchase experience with Central Restaurant Products. There is also a record of the e-mails I received back. If I had realized this was going to be so difficult I would have taken screen shots of the several comments I made on your website and the customer review as well. Some buyers may resort to accept poor service to save money but I don't have that mindset or the luxury of waiting indefinitely for repair parts. Kari Johnson