Complaints

• Initial Complaint

  08/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  July 25, 2024 I spent $166.90 on three bags and two crab crackers. Estimated date Id receive the bags was July 31. As these bags are frozen and perishable it is important they arrive on time. Contacted the business on August 1st because there was no longer tracking available. **** from Crabby bags responded that I should get my bags soon. I then responded that they were unsafe to eat and would like a refund. For a week and a half **** has responded that the case is under investigation and they are looking into where my bags are. Shipping shows they made it to my state and got lost and havent move since July 30th. I still dont have my purchase or my money back after exacting emails for a week and a half about this.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed an order on November 21, 2022 for $237.66 that I had paid for through PayPal. Initially the system glitched and charged me for something that I didn't need, so I contacted the business and they immediately addressed the problem and issued a partial refund for $13.47 that same day. So I waited for the product that I ordered and then in December I got am email from the company stating her father had passed and she was behind on fulfilling orders. Months later after getting a few emails (the run around) I had requested a refund from the company. Initially they tried to talk me out of it and was like "NO it's worth the wait." I said respectfully I would just like the refund at this point. The business owner said ok and issued the refund through PayPal January 5th. The refund didn't process through my account and I contacted PayPal to find out that Crabby bags had issued the refund but immediately on their end cancelled the refund. I have been working with PayPal to get my money back with no success. I have not received the product I purchased from Crabby Bags nor have I received a refund for the product not received in the amount of $224.19.

  Business response

  04/24/2023

  As the customer stated, we immediately refunded her. The systems add your money back via the method it was paid. If there is an issue after we refunded the funds, its on PayPal and not us. 
  The customer issue has nothing to do with our company. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On November 22nd I placed an order through Crabby Bags worth *****. Per the website and my confirmation email the order could take 5 days to process and extra 2 days for shipping. The first week in December the website had stated due to a death in the family and ordered would be delayed. I had messaged them per their chat twice in early December asking if the order would arrive before the holidays, both times I was assured it would. (This order was for holiday dinner)On December 18th an email was sent out to all customers who still had outstanding orders and when their orders would be shipped. My order was not even on this updated list. I emailed the company requesting a refund since they take your money as soon as the order has been placed.They replied they cannot refund money after 24 hours of customer placing orders due to a fee on their end. After some back and forth they stated my order would ship January 5th.As of today January 6th my order has not shipped nor have I heard from them. They refuse to give me a refund but only a store credit which I do not want. They have not held up to their end of the deal per their website or emails.

  Business response

  01/07/2023

  My expectations were to ship every order by Christmas. The problem comes down to our *** reps telling us they can not guarantee delivery of orders by a certain date during the week of Christmas - New years. 
  see, you have to understand this is food and not tshirts. Our packages can not wait and be delivered at anytime. Perishable item shipping is very time sensitive. I am not happy about this either, but we are located in one location only. We dont have warehouses all around the nation just yet! So for now, if *** says we dont recommend shipping on certain days to certain states, we dont do it. If the package is delayed, they will not allow a insurance claim. Its been this way since Covid.

   

  im just a small business trying to navigate the perishable logistics world.

  Customer response

  01/07/2023

   
  Complaint: 18698554
  
  I am rejecting this response because:
  Crabby Bags keeps moving the goal post not by days but by *****. 6 weeks of dealing with different time frames on when my order will ship. Crabby Bags had said they would email with updates regarding orders but this is not the case. No email stating due to *** the order will be delayed again. The only mass email was with order numbers and when they would ship.
  Sincerely,
  
  ***************************

  Business response

  01/14/2023

  Once we give your package to *** or ****** we are no longer in control of the delivery time. There are no magical buttons small businesses can push to tell big companies like *** and ***** to hurry up now and you better not have any delays with any of my packages. lol .

  If your packages are delay while in transit, there is absolutely nothing we can do to speed up that process.  If you are upset, I understand, but you should be upset with *** and ***** not Crabby Bags. 

   

  Customer response

  01/14/2023

   
  Complaint: 18698554
  
  I am rejecting this response because:
   Being upset with *** is not who I should be upset with. Its crabby bags as when I ordered this product almost two months ago they didnt fulfill their agreement per their website. They had no back up plan for issues on their end and offered no refund when they couldnt hold up to their end of the deal. Even after reaching out on multiple occasions regarding receiving product before the holidays and being told I would have it. At this point every deadline they have given me for receiving product has come and gone with no communication as to when the next date would be. 
  Sincerely,
  
  ***************************

  Customer response

  01/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered on Nov. 16th , $101 worth of product. Website clearly stated that the order would be received within a week of ordering. I have not gotten my product yet. I have contacted the company many times. I was patient at first because they had a death in the family but . Its been weeks later and still no order. I have requested a refund several times but again nothing. No product, no refund.

  Business response

  01/14/2023

  When my father passed away, I sent a total of 4 emails to everyone who's order status was Unfulfilled. I informed all of my customers that my family and I will need to leave town (*******) for ~10 days so i can handle my father's arrangements and move his remaining belonging from ****** to *******.  

  In this email I stated, "If you cannot wait on your order and would like a refund, please email the customer service team i just hired and request a refund. You must request a refund no later than Dec 14, 2022 or I will not be able to honor it once i place my order with my packer. 

  If you are going to support small businesses, you have to consider what "small" really means. And with that you have to follow the process. We did not receive any communication from this customer until after. We are not **** or Amazon, we don't have 100 million dollars to throw at customers just because they yell and threaten us with complaints like this. 

  This customer had over 2 weeks to let me know if she wanted a refund. The rules are the rules. You missed the deadline, so we shipped your order to you. 

   

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order 12/19 - have heard nothing from them. Found out today by going back to their website that I will not receive until 12/21 which is too late and was told order would be shipped within 5 days when I ordered which has now changed to over a month. I want to cancel order and have tried emailing company but no response from then.

  Business response

  12/13/2022

  There is nothing we can do as a business to retract a order once its been shipped. The customer paid for 2 day shipping and Delivery within 2 business days is standard for most businesses and acceptable as speedy shipping by most people . If a customer prefers overnight shipping, they have to pay for that as it does not come free of charge for ANY business. 
  additionally, the customer emailed us stating if you didnt get his  order when HE expected it, he would refuse the delivery.  
  

  
  Crabby Bags is okay with this complaint. Some people are unreasonable, and entitled.

   

  In closing, Pay for overnight shipping or follow the process like every other customer. 
  

  Perishable items are time sensitive. 

  Customer response

  12/13/2022

  Ordered 11/19 for 2 day shipping and did not receive until 12/9 - this is much longer than 2 days.  Some businesses are just awful and have poor customer service like this one.  I will be sure to write as many poor reviews as possible.  Also sent rotten with no dry ice.  Garbage for the garbage can. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩