ComplaintsforEast Coast Wholesale Lobsters

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 9 i ordered live lobster from said business with over night delivery. When the order never came the next day i contacted the seller (*****) he said ill look in to it and call you back. He did call back on May the 10Th to confirm the order was out side of the delivery zone of over night delivery! He tried to stop the order but with no luck and explained to me on the phone that the order should have never left his plant as the nearest town was minim 2 day shipping. He said that ***** said the package would be delivered on May 14/24 but i received a call at 10:30 am from ***** to confirm delivery on May 14/24by 5 pm. I relayed this to ***** , he directed me to receive the package and imminently open the box lay out all lobster on the table, take pictures of all ice packs being held with one finger to indicate if they were still frozen or unthawed which i did. All lobster were dead and smelled badly. All ice backs were unthawed completely and the water was very brown . A bag of scallops were unthawed as well. i sent all pictures to ***** ASAP as requested , he advised me in TEXT to NOT EAT THE PRODUCT and to discard of them . We re-boxed the product and was taken the next day to the ******** Alberta waste transfer station and disposed of. ***** said he will see what he can do and get back to me that was on May 14/24 at 2:17 pm , i did not hear anything at all from him till i reached out to him on May 2/24 at 1:51pm and no response. I texted him again on May 28 / 2:59 pm and stated , as per the no response i take it there will be no refund or replacement , and said that i will be filing a complain with the BBB and proceeded to do so. He responded with a quick text May 28/24 and said he will see what my order was. But i had already left a review with BBB hours prior as no response came. I received a nasty text after i assume the BBB reached out to him on then the fight started . Please see attached conversation's and pictures. Need email to send remaining info

  Business response

  03/06/2024

  ******* 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 ******* 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. ******* 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 ******* 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. ******* 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.

  Customer response

  04/06/2024

   I am rejecting this response because: ask per their respond i did check all box and did not read all the fine print, my fault. But we did select out address and nothing was said other than over night delivery. As a business regardless of their online companies they use for soft ware they still have an obligation i would assume to provide a level of service to the customer. As per their response to waiting patiently for their response i believe 12 days was more that fair on  my end as waiting. I am not asking for anything other than what i paid for. 

   

  Thank you for all your assistance. 
  
  

  
  

  Business response

  04/06/2024

   

   Asking what you paid for..  You mean our company to purchase the seafood " again" and ship " again" out of our pocket.  As the terms and conditions says no refunds. These are perishables and we signed a waiver to do business with our courier.  All seafood and meat companies that do business with ALL couriers have to sign this waiver.  Our couriers software printed a label that said overnight so we placed it on the box and shipped it with confidence.  We use the same ecommerce software that 500 million other websites use. It does the exact same as the other 500 million does. What more can we say. We are not a billion dollar company with 50 people to answer you and give you a solution to your problem. We don't own the courier company. Our obligation stops when the product is shipped. We shipped it with a label that clearly says " Overnight Delivery". The courier failed to do that.  This is why we have the terms and conditions on 4-5 places all over the website before you place the order.

  Customer response

  05/06/2024

   I am rejecting this response because: I do not want the product replaced ! i want a refund , at the end of the day the courier and the soft ware company are representing Whole sale lobsters You pay for the soft ware and told me that the package should never have left as you knew it was more that 2 days delivery !!! it said over night on your web site  when i paid. And you your self said it should have never been processed so if that's the case why was that option even available? I'm a paying consumer not a soft ware person nor do i care!!! end of the day Whole Sale Lobsters person ***** ****** specifically told me the package should never have need processed , then may be the soft ware needs to be do to reflect this and not allow it!! I under stand now why the BBB is at the rating it is .
  
  
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  WEBSITE GUARANTEES DELIVERY ON DATE REQUESTED AND STATES THAT PRODUCT WILL SHIP THE NIGHT BEFORE BETWEEN 4-5PM OF DATE REQUESTED. INSTEAD THEY SHIPPED LIVE PRODUCT A DAY EARLIER. AFTER COMPLAINING, THAT NOW THE LIVE PRODUCT BEING LOBSTER, WILL NOT SURVIVE FOR WHEN I NEEDED THEM - THEY INSTRUCTED ME TO COOK THEM BEFORE THE NIGHT OF THE 2 DAYS. WHEN WE OPENED THEIR PACKAGING, TO COOK THEM AS INSTRUCTED, LOBSTERS WERE ALL DEAD. 14 OF THEM! EMAILED THEM SEVERAL TIMES. IN THEIR EMAIL - THEY GUARANTEED LIVE LOBSTERS ON THE 10TH OF FEB. WE TRIED TO COOK THEM ON THE 10TH. THEY WERE ALREADY DEAD. THEY ARE REFUSING TO HONOR THEIR GUARANTEE I AM NOW OUT ALOT OF MONEY AND NO LOBSTERS.

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