Anderson's Neck Oyster Company

I placed an order with Andersons Oyster Company and when it arrived it was in a flimsy cardboard box. When the box was opened it had 3 ice packs in it that were nowhere near cold, they were totally unthawed and not even cool to the touch. Everything in the box was at best room temperature. The quest became, how long has the seafood been that way and was it still safe to eat. I tried to call, and no one will answer the phone. so, I sent 2 emails asking for someone to respond to if was safe to eat or not and no one responded. We did not eat the seafood in the box not knowing if it was still safe or not. I gave them a 1-star rating because there was no zero-star rating. Learn from my experience and never purchase from the company.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and while I contacted the company several times before and within 2 hours of delivery of the oysters which is part of their policy, I did not provide photos of the spoiled/dead oysters, which is in their policy.  I had hoped  and expected that by contacting the company multiple times by phone and email messages asking for information on what to do when the perishable product was ultimately delivered, (after 5 days) that I would have gotten a response/advice on receiving the package.  In an ongoing attempt to get information and a response from Anderson's Neck Oyster CO, I posted a note on one of Anderson's Neck's websites saying "wondering about my order - please contact me" and was promptly blocked from the site.  In trying to communicate with Anderson's Neck Oyster Co, I contacting the company approximately 12 times with no response (3 emails/2 voice mails prior to delivery, 1 voice mail within 2 hours of delivery, and an additional 2 emails, 3 website posts, and 2 voice mails post delivery) 
Prior to delivery, I was advised by my credit card company to return the package to sender, as they would provide a credit once the package was returned to Anderson's Neck Oyster Co.  My credit card company, unlike Anderson's Neck Oyster Company does not believe I should be charged for receiving spoiled perishable products.  
Regards,
[redacted]

Dear Sir,
[redacted]...

please find our response to complaint case # [redacted]and our refund policy.
Anderson's Neck Oyster Company bears no responsibility for late  deliveries by [redacted]. All customers accept this shipping risk before agreeing  to place an order on our website.  We have filed a claim with [redacted] on behalf of Mrs [redacted] and then notified her of the process and the turn around time for processing this claim.  Mrs. [redacted] responded with understanding the process and requested the funds be refunded to her [redacted] card if and when a credit is granted from [redacted]. As of this response the claim is still pending with [redacted].  
Thank you
Anderson's Neck Oyster Co.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While Anderson's Next Oyster Company claims to have spoken with me and received my response that I understood how their claims process works, that is absolutely untrue. I have not heard from them via phone, email, or their website's chat box whatsoever despite my multiple attempts to contact them, so I am not sure who they claim to have communicated with. If they have in fact talked to someone, that person is either a representative at my bank, or someone fraudulently trying to get my money. For them to misrepresent me as the person they spoke to is an outright lie. After receiving this update, I again called to try to determine who it was they spoke to, but I again had to leave them a message.
Regards,
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Anderson's Neck Oyster Company regarding complaint ID...

[redacted].
Regards,
[redacted]

The customer in this case refused the package upon delivery which is against our shipping policy. At the point of purchase every client has to agree to our shipping policy which is [redacted] and clearly...

states that orders that are refused at the time of delivery will not qualify for a credit.  By refusing the package, they destroyed the perishable items inside and are thereby disqualified for any type of refund.  
Thank you
[redacted]

Dear Sir,[redacted] please find our response to complaint case # [redacted]and our refund policy.Anderson's Neck Oyster Company bears no responsibility for late  deliveries by [redacted]. All customers accept this shipping risk before agreeing  to place an order on our website.  We have filed...

a claim with [redacted] on behalf of Mrs [redacted] and then notified her of the process and the turn around time for processing this claim.  Mrs. [redacted] responded with understanding the process and requested the funds be refunded to her [redacted] card if and when a credit is granted from [redacted]. As of this response the claim is still pending with [redacted].  Thank youAnderson's Neck Oyster Co.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and while I contacted the company several times before and within 2 hours of delivery of the oysters which is part of their policy, I did not provide photos of the spoiled/dead oysters, which is in their policy.  I had hoped  and expected that by contacting the company multiple times by phone and email messages asking for information on what to do when the perishable product was ultimately delivered, (after 5 days) that I would have gotten a response/advice on receiving the package.  In an ongoing attempt to get information and a response from Anderson's Neck Oyster CO, I posted a note on one of Anderson's Neck's websites saying "wondering about my order - please contact me" and was promptly blocked from the site.  In trying to communicate with Anderson's Neck Oyster Co, I contacting the company approximately 12 times with no response (3 emails/2 voice mails prior to delivery, 1 voice mail within 2 hours of delivery, and an additional 2 emails, 3 website posts, and 2 voice mails post delivery) Prior to delivery, I was advised by my credit card company to return the package to sender, as they would provide a credit once the package was returned to Anderson's Neck Oyster Co.  My credit card company, unlike Anderson's Neck Oyster Company does not believe I should be charged for receiving spoiled perishable products.  
Regards,
[redacted]

Merchant's statement At Anderson's Neck Oyster Company, we strive for customer satisfaction by upholding to our promise of providing the freshest oysters delivered on the date our customers select. Please see our return and credit policy which is attached below. Our policy clearly...

states the procedures that must be followed to receive a refund. All orders are shipped in a refrigerated manner designed to keep oyster fresh and alive until they reach their destination. If the product is not received in good order, meaning either dead or gaping, picture proof has to be provided within 2 hours of receiving a delivery. These procedures were not followed and therefore a refund or reshipment was not granted. Returns & Credits Policy . __ -· At Anderson;s Neck Oyster Company, we strive for customer satisfaction by upholding to our promise of providing the freshest oysters. Obviously, we cannot accept returns of oyster shipments, : given the oysters are a perishable food product. However, we will gladly issue you a credit or refund bn the portion of product that was not delivered in good order if the oysters are not alive upo11. oelivery (shells must be open/gaping upon delivery) and you notified us via email at [email protected] within 2 hours of receiving your parcel. Your email notification must have pictures attached proving that the shellfish are no longer alive (they must be open/gaping and therefore dead at arrival. prior to shucking) before we will agree to issue a credit or refund. Please note, that claiming that a gel pack insert is melted DOES NOT qualify you for a refund. Our packaging system (including the insulated cooler and gel packs) are designed to keep the live shellfish at a comfortable temperature range of 45-50 Degrees Fahrenheit in transit. The disposal of . shellfish and packaging prior to the notification and our successful receipt of pictures that confirm the shellfish were not delivered alive (again they must be gaping/dead at arrival prior to shucking), will Waive your rights for a refund of any kind. Please note that we must receive pictures of the gaping/dead shellfish within two hours of delivery. Since this is a perishable product, if you refuse belivery you waive the right to any r~fypd or s:re<;lit ~natsq~ver, IQl?§e ar~ th>e_t~[ffi§LYOU a..cc;_ept I when yoq place an ordee,with us. A full copy of this policy is listed on our website at: www.andersonsneck.com/faq/shipping-and•returns/

The customer in this case refused the package upon delivery which is against our shipping policy. At the point of purchase every client has to agree to our shipping policy which is [redacted] and clearly states that orders that are refused at the time of delivery will not qualify...

for a credit.  By refusing the package, they destroyed the perishable items inside and are thereby disqualified for any type of refund.  Thank you[redacted]

Review: I placed an order for oysters this past weekend with delivery scheduled for yesterday, August 4th. I received a confirmation email for the order, and later received the [redacted] tracking number for the shipment, with the scheduled delivery date of August 4th.

When I checked tracking system a little while later, it was revised to August 5th. I was not notified of the change. I needed the oysters by the 4th, not 5th. I reached out to the company, and was told that the [redacted] truck was caught in traffic and missed the delivery deadline. All the company would say was--sorry to give you the bad news.

Since I had no use for the oysters after the 4th, I asked if there were any other recourse. I never received a reply. I later sent an email asking for an update. Again, no reply.

Today I received the package, and the inside of the ice box was warm, and the oysters had an offensive smell.

I tried to leave a message on the company's Facebook page, but the comments were promptly deleted.

I don't think that I should have to shoulder the cost of the oysters as this was clearly not my doing (this should be part of the business model), and the company has been very poor with their response.Desired Settlement: Apology and refund.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Anderson's Neck Oyster Company regarding complaint ID [redacted].

Regards,

Review: On December 16, 2015, I used my [redacted] debit card to purchase live oysters from Anderson’s Neck, LLC. The total cost of the purchase, including shipping, came to $76.47. My order was to be delivered on December 23rd, and I received a notice that it was shipped out of Virginia on December 21st. Unfortunately, as of December 24th, my package had not arrived.

I called [redacted] to see if they could offer me any more information on when I could expect the oysters to arrive. Since they are a live product, I knew it was crucial that they be received quickly for proper storage and consumption. They told me that the best case scenario was that they would arrive on Friday, December 25th, but more likely they would arrive on December 26th. However, they did not arrive until December 30th.

When they arrived, I immediately took pictures and sent them to Anderson’s Neck via email as per instructions on their website. I advised them that I did not feel comfortable with my family or myself consuming oysters that were shipped nine days prior, given the health risks associated with eating raw shellfish. In that email, I asked them to please contact me as soon as possible regarding reimbursement.

I had already attempted to contact [redacted] via phone three additional times to ask about filing a claim. Each time I was given a different answer and essentially told I must wait till after the delivery to file the dispute. Since then, I have called Anderson’s Neck twice, once on January 5th and again on January 6th. They did not answer either of my calls, nor have they responded to my voice mails. After leaving my second voice mail, I again contacted [redacted] to check the status of the claim with them. This time, I was advised that their liability is to the shipper, so I cannot file a claim. Only Anderson’s Neck themselves can try to get the money back for the shipping costs and spoiled product. I feel as though I am being taken advantage of and mistreated by Anderson’s Neck, LLC.Desired Settlement: I wish to receive my money back in full from Anderson's Neck, LLC. I have attempted to deal with them directly and give them the benefit of the doubt, but they have not shown me the same level of respect.

Business

Response:

Dear Sir,

Review: My name is [redacted]. I ordered 50 oysters to be shipped to Indiana on June 15th. These were to arrive June 19th as a surprise for my husbands fathers day. I chose Anderson's because my husband [redacted] had ordered from them in the past year and they were delicious and fresh. When the oysters arrived they stunk and were dead and rotten. We understand things can happen with shipping but when we finally reached the company( they would not return calls but finally responded by email) They replied that there was no way they were not fresh and would not reship more oysters or refund our money. We had eaten oysters for years and they were rotten. They would not even listen to our complaint or make any attempt to make things right.They still will not respond. I was going to let it go but decided that it was just not right. I know it is only $81.67 but it is the principle. I feel we don't usually complain and we have a business ourselves. How can a business just flat out say it couldn't be their fault not even talking to us or researching. All I want is fresh oysters or our money refunded. Thanks so much. I didn't know where else to turn.Desired Settlement: Refund of our money- $81.67 or fresh oysters reshipped would be fine also

Business

Response:

Merchant's statement At Anderson's Neck Oyster Company, we strive for customer satisfaction by upholding to our promise of providing the freshest oysters delivered on the date our customers select. Please see our return and credit policy which is attached below. Our policy clearly states the procedures that must be followed to receive a refund. All orders are shipped in a refrigerated manner designed to keep oyster fresh and alive until they reach their destination. If the product is not received in good order, meaning either dead or gaping, picture proof has to be provided within 2 hours of receiving a delivery. These procedures were not followed and therefore a refund or reshipment was not granted. Returns & Credits Policy . __ -· At Anderson;s Neck Oyster Company, we strive for customer satisfaction by upholding to our promise of providing the freshest oysters. Obviously, we cannot accept returns of oyster shipments, : given the oysters are a perishable food product. However, we will gladly issue you a credit or refund bn the portion of product that was not delivered in good order if the oysters are not alive upo11. oelivery (shells must be open/gaping upon delivery) and you notified us via email at [email protected] within 2 hours of receiving your parcel. Your email notification must have pictures attached proving that the shellfish are no longer alive (they must be open/gaping and therefore dead at arrival. prior to shucking) before we will agree to issue a credit or refund. Please note, that claiming that a gel pack insert is melted DOES NOT qualify you for a refund. Our packaging system (including the insulated cooler and gel packs) are designed to keep the live shellfish at a comfortable temperature range of 45-50 Degrees Fahrenheit in transit. The disposal of . shellfish and packaging prior to the notification and our successful receipt of pictures that confirm the shellfish were not delivered alive (again they must be gaping/dead at arrival prior to shucking), will Waive your rights for a refund of any kind. Please note that we must receive pictures of the gaping/dead shellfish within two hours of delivery. Since this is a perishable product, if you refuse belivery you waive the right to any r~fypd or s:re<;lit ~natsq~ver, IQl?§e ar~ th>e_t~[ffi§LYOU a..cc;_ept I when yoq place an ordee,with us. A full copy of this policy is listed on our website at: www.andersonsneck.com/faq/shipping-and•returns/

Review: I ordered oysters from the company and selected a 2 day delivery date. When the order did not arrive on the specified date, I contacted them via email and voicemail asking if the order (live oysters) would still be fresh enough to eat if they arrived late. I did not hear back from them. The order came 3 days late -- ice melted and oysters smelling spoiled so I refused delivery. I have contacted them via facebook (they have since blocked me and my daughter), email, and phone daily for the past week and they have not responded at all. I would just like a refund for my order. They will not respond to any correspondence. I have contacted my credit card company and they are not contacting them back either.Desired Settlement: I would just like a refund of my order ($85.55) I received nothing from this order/charge. I can't get anyone to respond to my request. This is some of the worst customer service I have ever encountered.

Business

Response:

The customer in this case refused the package upon delivery which is against our shipping policy. At the point of purchase every client has to agree to our shipping policy which is [redacted] and clearly states that orders that are refused at the time of delivery will not qualify for a credit. By refusing the package, they destroyed the perishable items inside and are thereby disqualified for any type of refund.