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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have complained to the company regarding the quality of fish that I've been receiving and asked them to remove me from future mailings. However, the company refused to comply and charged my account another $248 and sent out more product without authorization. It seems as if their whole operation is under stealth online, email or AI and I'm not buying it anymore. I wrote them on April 13th & asked them to stop future shipments - however, they charged my account and sent another anyway.Business response
05/08/2023
Dear ******,
Our sincere apologies for the miscommunication that occurred following your request to pause shipments April 13th. When you brought the issue to our attention by email on April 27th our team reviewed all correspondence and realized in our agent's response to your original email they tried to resolve the issue and asked a few follow up questions, but failed to deactivate your membership.
Once you notified ** of the mistake on April 27th, and prior to receiving notice that you had submitted this complaint to the BBB, we promptly issued a full refund and ensured your membership was deactivated and that you were unsubscribed from our email lists. We do sincerely apologize for this situation; it is not reflective of the level of service that we strive to provide to all of our members.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.