Business ProfileforEast Coast Wholesale Lobsters

Ordering from East Coast Wholesale Lobsters was a pleasure, very easy and simple process so I thought! Once the order was placed I did not receive confirmation of shipment so I called ***** directly, explaining to him the situation and gave my information regarding the order. After a few hours ***** called me back stating the Berwyn Alberta is not Next day delivery even after it says on the list you select from it is over night delivery. Even Grand Prairie is a two day delivery and does not state that either. I ordered on a Thursday and it was to be delivered on Friday, I spoke with ***** and through his tracking process it was made clear the package was not going to be here till Monday or Tuesday the next week. I was instructed by him I was to receive the package from ***** (even though their online disclaimer says to not except it if there arew any issues) I was instructed to lay all the contents ($820 worth of live lobster and scallops) on the table and take pictures and send pictures and shipping labels which I did . All lobsters were not moving, I was directed to not cook or eat them and to discard them. Which was done. After 2 attempts were made nearly a week and a half later, still no response. I asked for a refunded or replace the order, to date no response nor compensation has been made. Very poor business in my opinion!!! at least refund a persons money as we followed the correct channels on THEIR web site as stated .

Patrick placed an order from us and thought our ecommerce catalog interacted directly with our courier service we use. It pre populates all the cities and towns automatically when selecting a province. The list it shows has nothing to do with when it can be delivered. We get orders and then we import them into our couriers shipping software that is provided from them and it generates a delivery time label for each and every address entered and tells us if it's a overnight , 2 day or 3-5 day delivery or undetermined delivery date. Patrick's order was "Overnight Delivery" on the label so it was shipped. When Patrick didn't receive the order he called me and I manually google mapped his location and noticed that he was near Grande Prairie and I was surprised our courier printed the label for next day delivery. I knew grand Prairie is always a 2 day delivery. I seen from the tracking it was sitting in Edmonton so I told them to send it back. Dealing with a multi billion dollar global courier company they kept moving the shipment to him and was delivered on Monday spoiled. Patrick clicked on our terms and conditions to create the order and in the terms and conditions in clause 8 it states that their is no refunds because of the nature of the product. All couriers don't insure perishables, they make you sign a waiver. Once in a blue moon shipments fail. Nothing is perfect and guaranteed.. But close.
I told Patrick to be patient with me because this is a busy season for seafood. I told him I will see what I can do to help him out. It is up to us to send out a replacement order or partial order out of our pocket and not the courier company. Patrick agreed to our terms and conditions when he did the checkout. You can't order if not. Threatening a company with reviews and bbb is not going to get anyone anywhere. We are not ****** we are just a small seafood company providing a great service. Our terms and conditions is also in 4-5 places on our website to read. A claim will be placed with our courier and this will be as far as it goes. We will not be refunding the product it's self for this customer but will be for the shipping. Being patient and exploring a fair mutual solution is the best way to go. This is 100% not our fault and was willing to help to a certain degree. Our courier label that was printed showed overnight delivery so we shipped it with confidence.