Complaints

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 6lbs of large crab legs. When I received my order and inspected it and noticed the crab legs was not as described. There are two clusters in each pack of the 6lbs, the clusters are missing limbs with only 3 to 4 legs on the cluster, when there is supposed to be five. Also the limbs are broken off and not in the bags. Some legs have black mold spots with holes on them, now what the website is advertising, they were possibly old or sick crabs. I called The Crab place and spoke to *******, I explained the situation and also told her I have pictures of them items, the package is not open and would like them replaced or request a refund. ******* who has no knowledge about crab legs, put me on hold for a few then returns to the phone to say my manager said that's how our crab legs come. At that time I realized this company must be under new management or they just scam people with pictures on their website of the right items, but selling the wrong items. I decided not go back and forth with ******* who don't not have a clue and just answers the phone to get the answer for a costumers question or complaint from the air. There was no resolution with her, I am a paying customer who's not satisfied with my purchase. I'm requesting a replacement or a refund.

  Business response

  01/09/2023

  When this concern was initially brought to our attention, ******* let the customer know that it is normal for crab leg clusters to have 4 legs on them. We also followed up with the customer to request pictures of the issues they reported and they did not provide them. We're not under new management and have been under the same management with the same owners for the last 25+ years. After reviewing the pictures the customer submitted to the ********************, the pictures show that the markings on them are normal/natural markings for these sea creatures and there is absolutely nothing wrong with them. We have offered a very reasonable store credit as compensation for their troubles OR they have the option of returning the crab legs for a refund or free replacement, which we believe to be more than fair given the cirumstances. THank you very much for your time and let me know if you need any additional information from us.
  See Attachment/File: Sent By ****

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/3/22, I purchased $160 worth of steamed blue crabs for a birthday dinner. I wrote in the description, happy birthday and explained over the phone it was for a birthday party. I placed the order almost two weeks in advance to ensure it would be delivered on time. I received an email notification the day of 10/14/22 stating it was delayed. I contacted Crab Place, spoke with Chelsey who said she would contact UPS. I never heard back. I called three times; was told she had no further information. Finally, after fourth call, Mercedes stated that a refund would be issued. There was no consultation for their product not arriving. It never arrived because UPS claims it was a packaging problem. Regardless, nothing other than we are sorry and a refund will be issued. They didn't bother to say, we will waive shipping on next order, or as a result, we will issue you a credit on next purchase. This is absolutely bad business. I would like to hear from the owner about how to make this right. Because I'm devastated by the lack of empathy and lack of customer service. Tracking 1Z001RE9PXXXXXXXXX

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */ Contact Name and Title: Mercedes ***** - CSM Contact Phone: XXX-XXX-XXXX Contact Email: ********************** Customer placed their order on 10/4 but selected a future delivery date, so we shipped their package as scheduled on 10/12 and should have been delivered on 10/14. Customer reported to us on Friday (10/14) that their tracking number stated their package may be delayed. One of our customer service representatives was investigating this issue with our UPS rep and once the customer called again and spoke with me, I was able to give them more information about the delay and offered to either send them a free replacement or process a full refund. The package was delayed due to an issue in-transit that was out of our control unfortunately. The customer made me aware that this was for a birthday party and a replacement would not be the best resolution in this situation and requested a refund. We have processed a full refund and also offered the customer a store credit as additional compensation should they decide to order again. We are truly sorry that this happened, and we have rectified this to the best of our ability. Please let me know if you have any further questions or if you need more information from me. Thank you. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm disappointed in the response because it is not completely accurate. Yes, I was offered a refund because I never received the goods. That's to be expected. What is not true is that I was offered a store credit as extra compensation. I was offered a store credit for the money I had already spent. I would have been ok with waiving shipping and packaging as compensation or whatever. I was completely misled by their false advertisement of: guaranteed delivery. Regardless, I was completely embarrassed by the entire situation and deeply hurt by the lack of consideration from this establishment. As a result, I ended up spending $306.00 at a local establishment to feed our guest that evening, on top of, still not receiving my refund. How does The Crab Place make this right? Business Response /* (4000, 9, 2022/10/20) */ Our previous response is accurate. In the event that a package does not arrive on it's scheduled delivery date, we can either replace or refund the package depending on which is more convenient for the customer. The customer chose a refund in this situation. We fully refunded their order and offered a store credit(via email & I have resent this email to the customer) as additional compensation for this unfortunate situation. As unfortunate as it is, we don't have control over what happens in-transit but we've made this right with the customer. Thank you again and please let me know if you need anything further from me. Consumer Response /* (2000, 11, 2022/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'd like to amend my complaint. A representative from The Crab Place did reach out to me via email to apologize and they did offer to send 1/2 dozen crabs for free on my next purchase. I am satisfied with the resolution, and look forward to reordering soon. Thanks again

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order with the crab place online on 6/21/2022. Received my order at 4pm on 6/XXXXXX. opened the package and i instantly knew there was a problem because of the smell ! horrible warm fish smell. i have ordered several times from this company with NO issues so i knew this was unusual. the snow crabs that i order were WARM upon delivery. and again i can't explain the smell. i immediately called customer service. Mercedes answer to this was well the "should be fine" go ahead and eat them and let us know. WHAT?!? and then she was to send them back for a refund ?! excuse me you want me to send warm smelly crab through fedex from NJ to MARYLAND ?! i have never heard of anything like this in my life. i am disputing the charge with my credit card company

  Business response

  07/17/2022

  Business Response /* (1000, 6, 2022/06/28) */ Our packaging is designed to keep out products fresh/frozen in-transit for up to 48 hours. This package was shipped on 6/22 via Next Day Ground and arrived on 6/23 within 24 hours of leaving our facility. The total box weight for this package was 25.1 lbs. for only 9 lbs. of product, meaning we included plenty of dry ice that would keep this product frozen until it arrived on its scheduled delivery date. Once this customer reported their concerns, I explained that the product should have been fine given the circumstances but instructed the customer to return them back to us if wanting a refund or free reship. I also offered to send UPS back to pick their package up from their residence and the customer declined. This customer has ordered from us 3 times and this is their 3rd complaint. They have received 2 generous store credits for their first 2 complaints and we simply can't keep issuing store credits in instances like this when we're certain there is absolutely nothing wrong with the product.

*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. ↩