Maine Lobster Now

BUYER BEWARE! One of the 3 lobsters ordered for our annual Christmas Eve dinner was absolutely dead on arrival. Had ordered in advance for priority overnight delivery 12/22 (in case there were any problems). Had paid for extra insurance as well as a holiday fee. Called "customer service" as soon as received. CS told me to email photo of dead lobster on its back - which was no problem, & I requested a replacement lobster for delivery 12/24. Received an em the next am ignoring my request - saying they would give only a credit to their store or my credit card. When I called CS again, they told me they had no more "order slots" to replace the dead lobster. So MLN wants the buyer to put up protection $ - but has no contingency for timely replacement. While they say shipping can be a cause for lobsters dying - anyone who has worked with lobsters before knows that if a lobster is DOA less than 24 hours after shipping, it was shipped that way or very close to it (and they can tell when they box them). Very poor business practice!

My son ordered 4 lobsters and 3 lbs of clams for our anniversary on June 10th. The lobsters and clams arrives that afternoon. The odor was horrible! The lobsters were DEAD! The clams were dead all shells broken, they were packed in dirty paper bags and were never washed. There was no ice in the box, the box was dirty. They say they include directions, bibs and placemats with all their lobster orders; nothing in the box but dead clams and lobsters. Our anniversary dinner was take out Pizza. We also had to find a dumpster quickly as the odor was outrageous! DO NOT order from this company They are unreliablle! When I called to complain they said they would ship an order for the next day with the same products and we would be very happy! They called the next day, order was shipped to another place! CROOKS! THis was all handled byy an alleged manager!

Dear Partners,I hope this finds you well.We have had multiple conversations with this customer and have tried every possible option for a resolution within reason which does not seem the be what he is looking forFrom the start of the complaint without compromise he has been demanding a full refund which we have found unwarranted based on the claim he has presentedThe initial complaint was that one of the two soups he originally tried had a hole and was leakingThis is an extremely rare issue but we have run into it previously and are more than happy to resolve that with a refund for the damaged product as well as some additional incentiveHowever, when that option was presented to him he became aggressive, demanding that we give him a full refund and even filed a credit card dispute which was overturned because just as we thought the credit card felt a full refund was unwarranted based on the information providedWe were more than happy to work with Mr [redacted] toward a reasonable resolution but the demeanor with which he was speaking with our representatives on the phone and his unreasonable demands with myself via email made that extremely difficultWe would still be willing to offer a resolution but our options are limited at this point as we are unsure if any evidence he provides moving forward is altered as it has been three months since the package was deliveredOur request for evidence of the damage is something we ask of all our clients as outlined in our terms and conditions.Please let us know if you require any additional information.Best Regards, [redacted] Support SupervisorMaine Lobster Now [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, I have pictures of the products I received and in comparison to their pictures on their website you can see the differenceI never received any offer of any dollar amount from them and they did not offer any refund in my initial complaintI have the pictures and need a link to show you.Revdex.com please provide a link so I can forward the pictures I had taken of these disputed items,Mr[redacted]

Dear Partners,I hope this finds you well.The customer contacted us with a complaint about the size of the tails received as well as the scallops but provided no evidences that the tails were underweight and cited a description of the scallops which does not existWe advertise our scallops as 10- per pound (Never says anywhere Jumbo Sea Scallops which the client referred to in the initial complaint)This also means they are smaller/sweeter than the U-scallops typically served in restaurants (Under per pound)The condition of the scallops in the picture he provided us looks consistent with what we display on our advertisement pictures as well as what is described in our product descriptionAs far as the lobster tails as stated previously there was no evidences provided that they were underweight and we guarantee our tails to be true to size because we when them when they arrive at our facility as well as just before they are shipped to the customerAs far as the suitable resolution I was offering, we were referring to something more along the lines of refunding or crediting the difference in the possible undersized tailsFor two tails which he never even gave a weight for just said they did not fill the plate, that would be a claim of somewhere between $14-$The client then came back with a response demanding half the money back and accusing us of a 'bait and switch'None of this made sense as well as his claim that because he purchased shipping protection he was coveredI then responded with an outline of the shipping protection and asked if he had any other questions hoping he would respond with a reasonable resolution.I have attached a file of the email threadPlease let me know if there is any other information that can be provided.Best Regards, [redacted] Support SupervisorMaine Lobster Now LLC

Dear Mr [redacted] ,As stated previously a dollar amount has been provided and a $refund is a more than generous resolution based on the information providedPlease let us know if this is a suitable resolution and close the complaint or it can be escalated to a Revdex.com representative who will find our resolution satisfactory.Best Regards, [redacted] Support SupervisorMaine Lobster Now LLC

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** *** A respectable resolution I will accept would be $returned credit to my *** of which initial payment for products was madeThank you , Mr ***

Dear ***,As stated in the previous response the request for half the value of this order is absolutely ridiculousI am willing to offer a $refund for the lobster tails which you claim were underweight and the scallops which were in your opinion unsatisfactoryIf you check our pricing, the tail size below that of what you ordered is $lessFor two tails that is a difference of $which we can provide a refund for despite no empirical evidence being provided, I have reviewed and can forward the pictures provided which show half of one tail with no reference of for sizeThe additional $refund will account for the scallops which you believe were unsatisfactoryAgain I want to reference in your initial email complaint you described the scallops as 'deep sea jumbo scallops'Nowhere on our website, product description or product details does it ever use any of those words to describe our productI believe the misunderstanding was on your part and not in fact a 'bait and switch' which has never been a word to describe our business.Please let us know at your earliest convenience if a $refund is satisfactory.Best Regards,*** ***Support Supervisor Maine Lobster Now LLC

Dear Partners,The referenced order number [redacted] was delivered as requested on Friday, October 13th. We were not contacted until Monday, October 16th at which point a claim was made that the lobster was dead. No attempt was made to contact us on the date of delivery and no email was sent with a...

picture of the lobster as requested under our return policy and live lobster guarantee. Despite the fact that we were not contacted and the supporting documents were not provided we were willing to go above and beyond our return policy to reship the entire order to the recipient. After speaking with the recipient and all the arrangements for a reshipment were made a malicious review was posted by the customer on one of our review platforms. After trying to reach out to the customer to make sure they were aware of the resolution that was offered, we were told 'that's great but I'm not changing my review'. Now the initial resolution was not offered as incentive for a positive review but we would at least expect to not receive a negative review or at least a review that accurately outlines the issues encountered an what we offered as a resolution. The reshipment was cancelled after speaking with the customer due to the fact that this was something we were offering in good faith but that same sentiment was not shared by the customer. We would be more than happy to discuss more appropriate resolutions but we would not be willing to go outside of our return policy. This means that a refund or reshipment is completely unwarranted.Best Regards,Maine Lobster Now

Dear Mr. [redacted],As stated previously a dollar amount has been provided and a $40 refund is a more than generous resolution based on the information provided. Please let us know if this is a suitable resolution and close the complaint or it can be escalated to a Revdex.com representative who will find our resolution satisfactory.Best Regards,[redacted] Support SupervisorMaine Lobster Now LLC

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards, I have pictures of the products I received and in comparison to their pictures on their website you can see the difference. I never received any offer of any dollar amount from them and they did not offer any refund in my initial complaint. I have the pictures and need a link to show you.Revdex.com please provide a link so I can forward the pictures I had taken of these disputed items,Mr.[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 you can see the difference between pics and description on their website and the pics I had taken of Size and description of product.
Regards,
[redacted]

Dear Partners,I hope this finds you well.The customer contacted us with a complaint about the size of the tails received as well as the scallops but provided no evidences that the tails were underweight and cited a description of the scallops which does not exist. We advertise our scallops as 10-20...

per pound (Never says anywhere Jumbo Sea Scallops which the client referred to in the initial complaint). This also means they are smaller/sweeter than the U-10 scallops typically served in restaurants (Under 10 per pound). The condition of the scallops in the picture he provided us looks consistent with what we display on our advertisement pictures as well as what is described in our product description. As far as the lobster tails as stated previously there was no evidences provided that they were underweight and we guarantee our tails to be true to size because we when them when they arrive at our facility as well as just before they are shipped to the customer. As far as the suitable resolution I was offering, we were referring to something more along the lines of refunding or crediting the difference in the possible undersized tails. For two tails which he never even gave a weight for just said they did not fill the plate, that would be a claim of somewhere between $14-$20. The client then came back with a response demanding half the money back and accusing us of a 'bait and switch'. None of this made sense as well as his claim that because he purchased shipping protection he was covered. I then responded with an outline of the shipping protection and asked if he had any other questions hoping he would respond with a reasonable resolution.I have attached a file of the email thread. Please let me know if there is any other information that can be provided.Best Regards,[redacted]Support SupervisorMaine Lobster Now LLC

Dear Partners,I hope this finds you well.We have had multiple conversations with this customer and have tried every possible option for a resolution within reason which does not seem the be what he is looking for. From the start of the complaint without compromise he has been demanding a full refund...

which we have found unwarranted based on the claim he has presented. The initial complaint was that one of the two soups he originally tried had a hole and was leaking. This is an extremely rare issue but we have run into it previously and are more than happy to resolve that with a refund for the damaged product as well as some additional incentive. However, when that option was presented to him he became aggressive, demanding that we give him a full refund and even filed a credit card dispute which was overturned because just as we thought the credit card felt a full refund was unwarranted based on the information provided. We were more than happy to work with Mr. [redacted] toward a reasonable resolution but the demeanor with which he was speaking with our representatives on the phone and his unreasonable demands with myself via email made that extremely difficult. We would still be willing to offer a resolution but our options are limited at this point as we are unsure if any evidence he provides moving forward is altered as it has been three months since the package was delivered. Our request for evidence of the damage is something we ask of all our clients as outlined in our terms and conditions.Please let us know if you require any additional information.Best Regards,[redacted]Support SupervisorMaine Lobster Now[redacted]