ComplaintsforOvernight Lobster

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought several lbs (hundreds of dollars) worth of seafood. Bought 1lb of crabmeat and recieved 13oz and change and I bought 4 lobsters of which were sold to me between 6oz-7oz. Not one was over 5.25oz and one was actually under 4.5oz. Lobster meat sold by this retailer is packed by another retailer and was dead on accurate in weight. Contacted business and they told me there was nothing they could do and questioned the accuracy of my scale and legitimacy of the claim. (scientific gram scale.) They didn't ask for pictures and offered no solution to the issue other than, there is nothing we are willing to do.

  

  Business response

  01/26/2024

  I am writing on behalf of Overnight Maine Lobster in response to the complaint filed by our customer, **** *******. It is our aim to address the concerns raised while also bringing to light some critical aspects of our correspondence with the customer.
  Firstly, it's essential to note that the weights of the lobster tails and crab meat the customer claims to have received, as stated in their initial email (Email #1), have been inconsistent across their subsequent communications. In each successive email, the reported weights of the products have decreased, raising concerns about the accuracy of these claims.
  
  Regarding the specifics of the complaint:
  Lobster Tails: In the first email from the customer, they reported receiving three lobster tails weighing 5.5 ounces each and one tail at 4.4 ounces. Based on these figures, there is a shortfall of 2.5 ounces from the expected weight. Our pricing for lobster tails is $3.33 per ounce, so we propose to refund $8.32 for this difference.
  Crab Meat: The customer initially claimed to have received 14 ounces of crab meat, as opposed to the 16 ounces ordered. Given our price of $3.44 per ounce for crab meat, we are prepared to refund the customer $6.88 for the 2-ounce discrepancy.
  While we acknowledge these initial discrepancies and are prepared to issue refunds accordingly, it is troubling that the reported weights have continually decreased in the customer's later emails. This inconsistency casts doubt on the reliability of the claims.
  
  Additionally, we must express our concern over the customer's conduct towards our staff, including hostile communication and allegations. We strive for amicable resolution of customer issues, but such behavior complicates and hinders effective dialogue.
  
  In conclusion, the customer has requested a refund of $355 over a $15.20 discrepancy. We believe our proposed refunds of $15.20 fairly address the initial discrepancies reported by the customer. We regret any inconvenience caused and hope this resolution will be satisfactory.
  
  Thank you for reviewing this matter.
  
  Sincerely,
  
  
  
  ***** ** *********

*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. ↩