Complaints

• Initial Complaint

  22/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two weeks ago I placed an order with Cherry Shrimp Canada. The next day I received an e-mail saying that my order had been cancelled and my payment had not been refunded. No other details. That was the last I heard from them. They do not respond to e-mail and have so far refused to refund my money.

  Business response

  27/08/2024

  Hi ***, 
  
  Please accept our apologies on this matter, 
  
  Unfortunately there was an oversight on our part here.
  
  We had approved your refund a few weeks ago but the shopify platform wasn't set to return you the funds. 
  
  The order then got Archived and didn't send any notifications to us to address this. I'm going to review the settings to make sure this doesn't happen again. 
  
  We're just trying to catch up to our customer service emails right now... it's a small team so apologies for the delay and confusion here. 
  
  You should see your refund in your account in a few business days. 

  Customer response

  27/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered shrimps on Nov 14th and they showed up on Dec 2 dead. On Nov 16th, 21st and 23rd I messaged them on the chat they include on their website regarding my shrimps. On the 16th they replied to me stating that their team had a week off. No start or end date of that week off so I had assumed it was on the week of the 14th due to the delay in response. They state they ship every Monday so on the 21st I messaged them again and had asked about my shrimps. Never heard anything. On the 23rd I messaged on their chat and still no response. On Nov 27th I emailed, messaged on their chat and also on ******** ********** I told them that if I didn't get a response, I would be calling my bank to dispute the charge. They responded and said they were sorry for the lack of communication and that they would send extra shrimps and a small gift card out on that following Monday (Nov 28). I get my tracking number on the Monday (****************) I had paid for 2-4day shipping so I was really hoping it would only take two days as the weather here in alberta started to get very cold. I assumed they would have taken into consideration that the week they shipped them it would be very cold where they were going so they would be properly packaged. They were not packaged properly nor did the box state or indicate that there were live creatures in the box and that they were not to be cold. I looked in the bag they were shipped in to see if there were any extra shrimps like I was told and looked in the box for the gift card. I didn't get either of those. I ordered 20 shrimp and that's all they gave me. Half of them were broken in half, some of them had ammonia burns. So I emailed pictures of everything and asked about the extras and the gift card. I messaged them on their chat and emailed. I heard nothing back. So again I threatened to go to my bank and dispute the charge. At 10:22pm they messaged back. Next morning I told them I want my money back and their response was not good.

  Business response

  06/12/2022

  We normally go above and beyond to help our customers in case of any of our shrimp arrive dead.

   

  Our shipping policy, as per our website, states that in case of any dead on arrivals, we will issue a gift card equal to the value of the shrimp.

   

  This means that the buyer assumes a risk in purchasing live animals through the mail.

   

  Despite this we initially offered to process a refund and or a gift card for her, and that we process all paperwork on the 15th of each month.

   

  She said that this was unacceptable and became rude and demeaning to our staff so we seized interacting with her and requested that she dispute this charge with her credit card company.

   

  We strive to deliver excellent and outstanding customer service, but unfortunately we were not able to make this toxic individual happy despite our best efforts and transparent shipping policy.

  Customer response

  07/12/2022

  My complaint originally started due to the fact that I wanted a refund. He never once told me I'd get a refund. So I made a buyer beware post on ******** in a group called ******** ****** ******* and then he went on there and told someone that he would release my personal information if I didn't stop ********* people. However I did not ****** a single soul on that ******** post and then all of sudden I see that on a ****** post he has leaked my personal information. I don't even want a refund from the guy as he clearly is not a professional business owner by publicly sharing my personal information on the internet. Personally would prefer his business gets shut down. 

*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. ↩