Complaints

This profile includes complaints for Get Maine Lobster's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Get Maine Lobster

  48 Union Wharf Portland, ME 04101-4607

• 

  Get Maine Lobster

  PO Box 6764 Scarborough, ME 04070-6764

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered halibut(fish) to be delivered overnight for delivery on 1/7/25. That delivery was cancelled because of shipper issues at their hub. I both called and emailed Get Maine Lobsters customer service ***** And got a call back from a customer service operation overseas to tell me there was a problem getting the package delivered overnight because of delays. They asked if they could reship and I said yes I was flexible. Any day is OK but the package MUST ARRIVE OVERNIGHT and not sit in a wearhouse overnight. I told them if you cannot do that then cancel the order. Well this person set up the order for delivery again the next day 1/8/25. Once again I noticed in my *** tracking that it wasnt going to be delivered overnight. I again called and emailed this company and spoke to another customer service agent overseas who told me the package was in ***s hands and they couldnt get it back. So now its been over 48 hours (2 days) and still has not been delivered. This is a perishable food product and I had mentioned to the customer service people that we are immunocompromised and cannot afford to get any food borne illnesses from possible spoiled food. So far NO DELIVERY AND NO HELP.

  Business Response

  Date: 01/12/2025

  We were in the process of assisting this person for the delay in their shipment. Before we could even address their message, they filed a complaint to you. There was a weather delay along the way and the package showed up a day late. We offered to assist when it arrived, but they could not wait apparently. We have already refunded the order and blocked this person from our website. This is not a valid complaint as we were assisting him per our policy and had replied to all his messages within hours. He was also insulting on every phone call and most emails.

  Customer Answer

  Date: 01/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

  This business did make it right by refunding to a gift card and the balance to my credit card.

  I know the business cannot control the weather. That was Not my issue.  My issue was that their service **** did not follow my instructions for shipping another order by waiting for the weather delays to clear before shipping again since I was flexible.  Instead they initiated another shipment immediately which again was delayed.

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** intentionally mispelled my name on the label. I never recieved the product.

  Business Response

  Date: 05/16/2024

  The package was shipped and delivered to the address provided.  This person is not being truthful nor providing all the information.  This person called last minute before Mother's Day weekend several times to order and to add to the order.  We accommodated and confirmed his order and delivery information over the phone and via email multiple times prior to the package shipping.  After the confirmed delivery by the carrier to the correct address, we received a notification for a chargeback on the order.  Once we reached out to find out what the possible issue could be, we were met with excuses and deflection.  

  
  We have researched and confirmed that this is the correct address, and the package was delivered to the customer.  We have all recordings of our customers' calls and can verify this.  However, he is saying that because the name on the order was not correct, that he is entitled to a refund.  This despite receiving the package as CONFIRMED by the carrier.   Please disregard this complaint as it is clear the customer and their claim are fraudulent.  Thank you

   

  Please see email thread below...

  On Tue, May 14, 2024 at 4:23?PM *********************** <*******************> wrote:
  
  Your violating my civil rights by not correcting the mistakes you keep intentionally about the spelling of my name.
  On Tue, May 14, 2024 at 3:20?PM ********************* <*******************************> wrote:
  
  Ok, we have just listened to the calls....seems that this is what you told ****.
  What is the correct address?  Let me know as we will look thru the calls to confirm.  Thank you
  
  
  On Tue, May 14, 2024 at 4:17?PM *********************** <*******************> wrote:
  
  100% Incorrect. 
  On Tue, May 14, 2024 at 2:32?PM ********************* <*******************************> wrote:
  
  Hello
  
  
  I'm sorry, but was the address not correct?  The call with **** was made after the order had shipped and too late to make changes.  Please see below....
  
  
  Contact information
  *******************
  
  Minassi
  **********************************************************************************
  *************
  ************
  View map
  
  
  Is that not the address?  Thank you for getting back to me.  I will check with **** when he gets in tonight.
  
  
  
  On Tue, May 14, 2024 at 3:15?PM *********************** <*******************> wrote:
  
  You put the wrong name on the box and the receptionist said it would be changed, It was not. You cant mislabel peoples mail,
  On Tue, May 14, 2024 at 2:07?PM ************* <*******************************> wrote:
  
  
  Good afternoon
  
  We have received a notice of a chargeback on your order that delivered last Saturday. There were no issues according to the tracking and we didnt hear anything from you about an issue.
  
  Can you please let us know what may have happened? We can certainly help if there was an issue. Please advise and Ill try calling you later this week.
  
  Thank you
  Moe
  GML
  

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received my order for (4) 5-6oz and (4) free lobster tails. After defrosting 2 to cook, they looks small. Weighed them and both were under 5oz. Plus they had a lot of gunk had to clean them out. The taste was ***** and NOT sweet at all. Called customer service and this was their response. I sent pictures of the under weight tails on my scale.They want me to cook the remaining 6 tails. I'm one person it will take me a while to try the rest. CS rep also said I could get a coupon or credit or something, I'll never order from them again. So it sounds like I won't be getting I my ****** back. They are a bait and switch company. Do not order from them. You've been warned.Thank you, ********, for the pictures. I apologize for this packing issue. As we've discussed with you on the phone. Please, weigh and cook the remaining tails whenever it is convenient for you and email us after that. I'll make a note on your order about this issue and will assist accordingly when we get the complete information of all the tails in your order.Looking forward to your reply. *************************** GetMaineLobster.com ******************************** ************

  Business Response

  Date: 09/07/2023

  Firstly, I am truly sorry to hear about your experience. Our lobsters usually make a splash, but it sounds like yours were more of a flop. We appreciate the time you took to weigh them and send us the pictures. The customer experience team shared with me their efforts to make this right with you.

  We've gone ahead and processed a full refund for you. No need to cook the rest; your word and your scale are good enough for us. Unless, you want to ship them back to us.

  Now, about the "bait and switch" comment: We're flattered you think we're that clever, but the truth is, we're just passionate about delivering quality lobster. In fact, we shipped over ***** boxes for Labor Day weekend, and yours was the lone complaint. So, while we're not perfect, we're definitely not in the bait and switch business. We're more like the "bait and eat" business, and we usually get it right.
  

  Wishing you all the best.
  

  Warm regards,

  ***********************, founder and CEO.

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for doing the right thing, however it shouldn't have gotten to this point. Your CS rep should have handled this the way you did. Your CS people need improvement. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their deal offered which was buy( 4) oversized lobster tails and get (4) 6-7oz lobster tails free. What I received were (8) 6-7oz lobster tails. Their add did not say purchase (4) 6-7 Oz lobster tails and get (4) 6-7oz tails free. I have receipts of my conversation with this company, disputing what I read and perceived what the add was really saying. The debate/conversation was ended by this company which stopped replying to my request to make my order right by their deceptive add. To me it was like a ****************

  Business Response

  Date: 12/20/2022

  We did not thinking wrong. Customer ordered this product (******************************************************************************************************************************************) and we shipped that product and it arrived via ***** on time. The customer even sent us photos of the product she received and it is correct. We have photos, order receipt, everything. She has been harassing us on social media.