ComplaintsforLuke's Lobster Back Bay

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son got us live lobsters from Lukes Lobster, The lobster came covered in chemicals from the shipping ice pack that broke during shipment, they were barely moving, two were dead and the other two died short after, We rinsed them off and white worms came out of them. The smell was horrific. We told our son and he then told the customer service ***** She was very rude and refused to help. She said they are fine and edible with the chemical on them, upon looking at the bag the chemical was in, it clearly states not for human consumption. So how is that safe to eat, I also read you should not eat dead lobster if not cooked while alive. We could have come down really sick or died from food poisoning. We told our son and he then replied to the Lukes Lobster. They would not return his phone call or mine.I want to see them refund the full amount,

  Business response

  05/26/2022

  After this customer's initial outreach on May 6th, complaining about a leaking gel pack in their package, our customer service team responded immediately. While a broken gel pack is very rare for us, it is 100% non-toxic, and in this particular incident, did not leak on any exposed product, and therefore would not be eligible for a refund as it did not affect the product. After explaining this to the customer, we were met with 3 different and changing stories over the course of 37 subsequent emails and 18 additional phone calls. We continued to stand by our policy, and we were met with harassment and threats to leave negative reviews about our company.
  
  We certainly do not recommend cooking lobsters that arrive dead, and on the rare occasion this happens due to a late *** delivery, we will typically refund for each dead lobster. Unfortunately, since the original complaint was about a broken gel pack, and subsequent emails altered the story, we do not feel this complaint warrants a partial or full refund. While we work with customers every day to make sure they are satisfied with their purchase and do everything possible to ensure each shipment and interaction is up to our standards, we simply cannot tolerate anyone trying to take advantage of our business or harassing our extremely hardworking employees.

  Customer response

  05/26/2022

  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. 

  We do not want the case closed, they could have made me and my husband very sick or dead from food poisoning. We accept nothing but a full refund. They really need turned in for endangering the consumer. 
   Thank you ****** Randolph  

  Business response

  06/06/2022

  Thank you for your feedback on our lobster shipping policies. We have shared your communication with our ***************** team and other members of our companys leadership to review your concerns. We stand by our policy to not offer a refund on packages that arrive with the non-toxic gel leaking, as it is non-toxic and did not come into contact with the edible parts of your lobster. 
  
  We also ask customers to immediately transfer their lobsters to the fridge upon arrival. A lobster arriving dead happens very rarely, and we ask that customers who receive a dead lobster send us a photo on the date of their order's arrival showing the lobster on its back. As we were not informed of your lobsters arriving dead until after your initial communication with our team, we are not able to issue a refund for your lobsters at this time. 
  

  Customer response

  06/07/2022

  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,

  ******

   

   

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