Simply Lobsters

[When the lobsters...

first arrived on 9/19/2015, I contacted Simply Lobsters immediately. At first, [redacted] said that he wanted me to ship the lobsters back, then in the same conversation, he told me that since it was Saturday, [redacted] could not come back to pick them up.  He told me that he just wanted me to cook the dead ones and test the firmness of the tails. He said that the lobsters though dead, "was not going to kill me". He just wanted me to cook them and report back the following Monday and that it will tell him how long the lobsters have been dead. I did as he instructed me and  tried to contact the company on Monday to inform [redacted] that  part of the lobster was mushy when I separated the tail from the head"  but his telephone line just goes to a prerecorded message and then disconnects after the specific amount of time.  It took me a full week before I finally got to speak to [redacted] (There is no voicemail and his email account is full so that the email I sent got bounced back.   PLEASE NOTE: At NO time did he instruct to keep the disassembled dead cooked lobsters and return them to him.   Irregardless, please have [redacted] revisit his own company guarantee (attached to this response).  The checklist that is prominently displayed on his website: http://www.simplylobsters.com/  is a guarantee that "lobsters will be alive on arrival"- (4 of my lobsters were dead);  the next bullet point is "satisfaction guaranteed"- (I am not satisfied).  Based on these 2 criteras alone, I should be refunded for my order they did not meet the standards as advertised by the company. When I informed [redacted] of this, he came up with the excuse that because I can't send the dead lobsters to him, he will not do anything about crediting me.   His tactic of coming up with new requirements is offensive.  As a consumer, I believe the company is in violation advertising falsely a product.  Furthermore, numerous others have experienced the same problem that I have as can be attested by the numerous number of complaints to the Revdex.com as well as [redacted] on his business page, all with similar experiences as I.]
Regards,
[redacted]
 
 %3

We have attempted to refund this customer back to the original credit card in the amount of $60.17, but the credit card was either canceled or blocked.  We have already refunded the $50.00 gift certificate as well showing the 50.00 open balance and decided to add 60.17 in addition to the 50.00...

equaling 110.17.   The package was not delivered on Christmas Day as the customer requested becuase it is an official holiday.  We have attempted to contact the customer on a few occasions, and likewise was never able to get a hold of anyone.  We decided accordingly to refund the gift certificate in the amount of 110.17.  THis customer can put in the order and use the gift certificate in this amount, or call their cc company to correct their credit card issue before we can refund back to the same cc.  Thank you.

We have told this customer that we would refund after we researched what happened with his package via UPS/[redacted].    As the package was shipped and lost.   Anyhow the refund was issued.  Transaction ID of the refund is: [redacted]  in the full amount...

he requested.  The refund was issued on  June 3, 2017.   He sent 5 or 6 emails, while we responded and told him it takes at least 1 week for the carriers to confirm what happened to the package.  We decided however to refund them before getting a final response.

We've already explained to this customer and explained that the package which was to be shipped had been ready for shipment but [redacted] indicated to us it would not make delivery due to icing at their main hub in Tenessee.  This customer seems to think we lied, so I asked them to provide us with...

a letter to validate wether what we are saying is true. This is in fact the truth.  So please see attached letter from [redacted] who handles thousands of perishable goods with [redacted].   They can call [redacted] as well and hear it for themselves whether what we are saying is truthful.  There is no reasons for us to make up lies and lose business.  Some customers just think they know it all, and that they are right when in fact they are wrong.We've been in business for over 13 years, shipping over 50,000 customers.  Its these types of complaints that make our job discouraging...  This customer went on blasting us on multiple sites which is absolutely uncalled for.   I suggest they take their business elsewhere from now on...

Unfortunately,  weather can be anywhere within the [redacted] network.  Its clear as day if it says weather related by [redacted] then they incurrend weather anywhere along the way.  To say look at the weather in local region is not a clear indication no other weather exists.   Point is we reshipped another package to this customer, and told her if a package is delayed as a result of weather and you are wanting a refund on shipping and product, that would never happen as [redacted] never refunds if it is a weather related issue.   We did not say good luck with a refund.   Under [redacted] refund policy, they do waive all responsibility when it comes to weather related issues.  Visit www.[redacted].com  and you can see their policy.

We will refund him

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response only partially answers the complaint. The purchase was made through [redacted], and I filed a complaint there as well - If and when [redacted] notifies me that a refund was made, I will be satisfied with this response.  And the email address was correct - it was checked twice, and over the phone with whomever the local distributor spoke to at the Business. 
Regards,
[redacted]