ComplaintsforThe Lobster Guy

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered overnight delivery and paid extra for this. We were supposed to receive our package on a Saturday. Due to weather the package is now set to be delivered on Tuesday. I understand there is no controlling the weather, however Lobster Guy will not help with getting a new delivery out for the following week. I called *** and was told that I need to have to merchant fix this problem. I will not eat seafood that has been sitting in a box for 4 days. My husband works the night shift so eating this meal for two at 2 AM is not an option.

  

  Business response

  08/30/2023

  I'm sorry this response was overlooked,

  *** was refunded withing a couple of days of placing her order due to *** failing to deliver her order on time, not only that, they delivered it 3 days late which is completely unacceptable!

  We understand delays can happen, and we do everything we can to make it right for the customer.
  

  It is just as frustrating for us when this occurs with *** or Fed Ex, but the customer was reimbursed the next day .

  When these shipping issues occur, even as rarely as they do, it is just as upsetting to us as well, a lot of work and effort goes into these orders and we don't like failure as much as the customer.

  vr Capt. ***********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The website for TLG clearly states orders are shipped Priority Overnight. Priority Overnight is for ***** which arrives by 1:30PM the next day. The *** equivalent is *** Next Day Early which arrives by 1PM the next day.I immediately notified TLG, inquiring why they switched delivery companies and didnt ship my order properly? They (******) lied and stated Priority Overnight was the same as Next Day Air, which is a 100% blatant lie! The shipment was coming to us in ******* where the temperature has been in the upper 80s. My lobsters sat in a hot sun baked *** truck all day. When they finally arrived at 8PM, I opened the cardboard box up and the putrid smell was there! I immediately put on rubber gloves, took the box outside and opened the box up. The styrofoam container was split wide open on top, huge gap, ice pack fully melted, lobsters dead, clams opened and soups sounded like they were a liquid and not frozen. My wife started gagging as the package stunk so bad I immediately threw the package into my pickup truck bed, drove it to my work dumpster and tossed it in. Luckily early Saturday morning was my regular dumpster pickup so thankfully the stinky mess in gone! Anyone who had ever dealt with spoiled seafood knows dont touch it or mess with it as it has dangerous bacteria which can lead to a hospital stay. I experienced that terrible situation once in my life and now am ****** cautious with any spoiled seafood. Refund $137.69

  Customer response

  02/26/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  08/30/2023

  Good Morning,

  It took several months of fighting with *** over the claim on this issue.

  The claim was repeatedly denied but we kept resubmitting it.

  Our new rep pushed the claim thru and the customer has been refunded.

  Shipping delays are just as much a nightmare for us as well as the customer, and a lot of time and energy is expended with it and dealing with both *** and Fed Ex.

  As much as we try to mitigate any shipping issues, they unfortunately on occasion still occur, and that hurts us just as much. 

  We apologize for the delay in getting this resolved but we kept at it to try to get it resolved.

   

   

   

  Customer response

  08/30/2023

  [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. 
  
  Regards,
  
  *******************************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First, I've eaten ***** lobsters my entire life, so I know what a healthy lobster looks like, and what the meat in a cooked lobster looks like. Live lobsters were ordered on 11/29/2022 and delivered on 12/21/2022. They were refrigerated upon delivery. The next day, when they were being prepared for cooking, they were moving very little if at all. I was concerned they were dead, nearly dead, starving, or old. When they went into the boiling water, they had no reaction. When cooking was finished they were immediately eaten. There was very little meat in the lobsters. I contacted The Lobster Guy several times in January, and I was told the lobsters were healthy. I asked for a refund or credit, and I was denied.

  

  Business response

  02/14/2023

  Good Morning,

  This is in response to the lobsters you said were "molting" or had "shed" and you stated are "soft shells" with no meat.

  "States that 3 out of the 8 lobsters were molted (soft shells), no meat inside was like rawhide/leather had to use scissors to open"
  
  "We have been going back and forth with him for a couple weeks, first he said he had pictures now he says he doesnt"

  "He keeps calling us, we call him back it goes immediately to his
  voicemail.  We leave him a message then he calls back days later saying
  that no one ever calls him back"

  You also stated that " no meat inside was like rawhide/leather had to use scissors to open"

  Sir, if the lobsters were molted, they would be extremely soft and you would be able to tear the shells apart easily with you fingers.

  By telling me you needed "scissors" to attempt to open the shell tells me they were hard shell lobsters... we asked repeatedly for you to please send us some pictures to see what was up and the only picture you finally send is of the one  lobsters "body cavity" with the shell of the body removed exposing the " guts so to speak" of the lobster witch has very little too no meat in it to begin with, yet you did not send us anything of the three lobsters you clai were " molted" the tail meat claw meat etc?

  Also in looking at the picture you provide and I have also posted in this reply, you will se a lot of "white" around the parameter of the shell of the body in the only picture you provided, this is actually fat from the lobster that has.

  solidified after cooking it, for a lobster to have that high fat content like shown in the image that you provided, it had to have a high meat content.

  As for your comment that the lobsters were not moving a lot, when lobsters are stored properly and kept cold they don't move a lot if at all, they become dormant which is what you want.

  I have been handling lobsters now for over 46 years, and this sir is my honest response to your complaint. If you had to cut these open with sizzors, they were not soft shell lobsters... we don't ship them period.

  The image you provided is of tone lobsters body, with no shell on it, and to be perfectly honest it tells me enough in 46 years that the lobster was fine.

  Thank you for you time and I consider this matter answered with truth and accuracy.

  *************************, owner
  

  
  
  

  Customer response

  02/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  I stand by my complaint I had a lobster license in ma. and my traps in ****** harbor also in cape code canal. I am not from fl. originally I was not there to witness the lobsters being put into the boiling water but I can plainly see not movement when they hit the water what I see is the claw floating other people who watched the video came to the same conclusion bad lobsters I am not through with this decision and 46 years mean nothing I order lobsters from ***** not ************ and for them to tell me a dumb story that they ship the lobsters to their ware house and put into holding tanks then shipped out is really dumb when they can ship them right from *****. I will be looking into a civil suit on this matter! I will be ordering lobsters from another dealer and have the camera ready and then we will see the difference I don't like it when they said they tried to get in touch with me they have my phone ***********  here are more numbers *********** and *********** phone register calls never did they call I called them and they said my phone is the problem I told them I had my ******** bill and they told me to take it up with ******** I did they laugh at what you said now all they have to do is send me their billing statement showing they called they called like I said it,s not over
  

   

  

  Business response

  03/01/2023

  Good morning,

  I will address this 2nd response as a final response.

  Once again I have reviewed the images of your complaint.

  The image of the gentleman HOLDING the lobsters show that the lobsters are ALIVE in the STILL image. As you can see, the legs on the lobsters are firm and away from the body, and the "Antenna" on both lobsters are both curled and not hanging limp. As stated I have done this for years sir, and I'm sorry but these lobsters shown over the pot are alive and are not "Bad" as stated.

   You also  state that the image that was provided to you shows "no movement" in a STILL Image?  I'm sorry and I say this with all respect but a lot can be learned from an image and I give you my word those lobsters were alive in the image by looking at the position of the legs on the side of the lobster and the antenna...I have no reason to lie to you or mistle you sir, those are the facts.

  I also  reviewed again the other image shows the BODY of the Lobster also know as the Carpass without the shell on it . As you have stated in your second response, you fished for lobsters... then you also know there is literally NO MEAT in this section of the lobster, maybe a tad of minced meat in the body cavity, but the vast majority of the meat in a lobster is located in the tail, the claws and the knuckles, there is also small amounts of meat in the legs if folks are so inclined.

  This image shows a cooked BODY  of a lobster, WITHOUT  a shell on it??  As I stated before, the image does show "white fat content" on the sides of the body which as you also know from setting traps and cooking them that a high fat content in a lobster equated to a high meat content.

  You also state that YOU  were "not there" when the lobsters were cooked? 

  Sir, I don't know what they did with the lobsters in there possession, how long the boiled them for, yet  they also show NO images of the tails or claws or knuckles of the lobster or the meat, which is where 95% of the meat in the lobsters come from? Why did they not include those images if there was a problem? ....

  Boiling lobsters is not something we recommend, or anyone who seriously understands how to cook them... that's why we ask that folks to steam them vs. boiling them in the included directions so they don't cook over cook so to speak... I wasn't there and apparently nor where you so I can't answer what they did with them, or how long they boiled them?  
  

  You also fail to mention in your complaint that you have now filed a charge back for the ENTIRE ORDER claiming ALL the lobsters were bad. yet in your first complaint you stated a couple were bad, yet you forward me images

  that state otherwise?

  Sir, If we have an issue, I own up to it, and I have never shy'd away from being honest even f it's not what you want to here.

  I'm an honest guy and I am giving you 100% honest feedback here. The last thing I want to do is argue with a customer, but I'm sorry, those *********************** you have shown in me the image were alive, and providing us an image of a cooked lobster body with no shell on it  I don't know why?

  This is my final response to this as I have answered this as honestly and openly as I can.

  vr, ************************* Owner
  

   

   

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/20/23- received a clam bake for 2 for approximately $180.00 as a gift. We have received this gift many times before without any complaints. This time the 2 lobsters were not fresh- did not peel away from the shell, mushy meat, and bad odor. I followed the instructions for guaranteed refund to the specifications- took photos, phoned and emailed with complaint. I received an email that Captain *** reviewed pictures and said the meat was undercooked- this is impossible as the potatoes were perfectly soft. I attempted multiple times for the captain to call for further discussion which was never answered. At this price point , I expect customer satisfaction. I know when fish is not good and expect a full refund.

  Customer response

  02/08/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  03/01/2023

  Good morning, 

  I have reviewed the images you provided concerning the lobsters in your clambake.

  I am looking at the image of the lobster shells and meat on the plate.

  As  I stated before, the lobster meat appears to be under cooked.

  When lobsters are not completely cooked, the meat in the claws will stick to the cartilage "inside" the claw part of the "Thumb".

   When you separate the  "thumb" part of the claw and meat is stuck to the cartilage it is a clear indication it is under cooked.

  The image also shows the meat was tried to be removed form the other claw without cracking it open in a manner big enough to attempt to remove the meat whole from the claw shell, with the thumb still in tact...this will also result in the meat not coming out clean from the shell.
  

  It looks like the meat was "picked at" to try to get it to be removed for the shell without it being big enough, and as well as being under cooked, the result of this is the meat will stay stuck to the shell and not come out in a solid piece.

  I can also see by the "translucent whitish" color that the meat was under cooked, that is clearly evident in the image provided, the meat was not a solid white color as it should be....

  I have given you my honest opinion of what the pictures tell me, I have no reason not to give you an honest answer.

  I cannot see it right to replace the clambake, but I will however send you 2 lobsters for you to enjoy for your aggravation, but again, the honest to goodness answer is under cooked.

  vr ************************* Owner
  

   

   

   

  Customer response

  03/02/2023

  [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. 
  
  Regards,
  
  *********************************

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26, 2022, we ordered 8 live lobsters for $140 plus $70 shipping for a family party (The Lobster Guy order # ******). The lobsters arrived 4 days late, and 3 days after the party. All lobsters were dead and the package smelled repulsive but it was dropped at our front door. The seller refused to refund our money and told us to make a claim with ****** The seller did not respond to our emails and we were unable to reach the seller for days at their main number. ***** will not accept a claim from us because any claim must be made by the shipper, The Lobster Guy. So we are out over $200 with no recourse other than suing The Lobster Guy. We want a response and a refund.

  

  Business response

  08/11/2022

  Good Morning,

  I'm extremely sorry you had a problem with your delivery. We put a ton of effort into each and every order, and the last thing we ever want is a problem.

  All orders are packed with extreme care and pride, but in this case Fed Ex let not only you down but us down as well.

  I'm going to be very honest here, communicating with Fed Ex is now like pulling teeth, it has become completely automated, and trying to talk to a human is near impossible.

  As with the rest of the country, Fed Ex is having issues with help and manpower, and I am not using that as an excuse, unfortunately, its a fact, and *** is even worse...it ***** to be honest.

  Although we rarely have issues with delivery, when there is a Fed Ex s**** up it's extremely difficult to get resolved, and it is certainly not from lack of effort on our part. We spend countless hours now doing Fed Ex work because of the lack of help we get from them, but we don't have much of a choice due to shipping perishables overnight.

  This is also the main reason we implore folks to take the ***** insurance option we offer on your shipment in case something like this does happen!

  You were offered this option and yet you declined it, and you had to acknowledge you declined it in the order process...

  You were refunded prior to your complaint with the BBB,

  Nobody likes to have complaints lodged against them, especially me, I work extremely hard at this and we put our heart and soul into each and every order, but some things unfortunately  are out of our control and we do the very best we can to resolve them when they do arise. I'm sorry Fed Ex let you down, they let us down too, and they leave me to deal wit the fall out with little assistance...

  Yes, this wears on me, and again I apologize for you having an issue, it hurts us too.....

  vr, *** H LobsterGuy.com
  

   

   

   

*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. ↩