Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/23 I received an order of 6lbs of Snow Crab legs. The crab was old and of poor quality, visually that was extreme shrinkage of meat in the legs and body and a concerning appearance on much of the crab.I was not able to return the trashed product, but I deserve at least a partial refund of my $200 purchase. Or a full replacement, free of charge, of another 6lbs, good quality product.

  Business Response

  Date: 09/23/2023

  Customer reported that their crab legs were not full and were "diry"/spoiled. Sent pictures. The crab is frozen (arrived on-time to them via *** with adequate coolant (i.e. dry ice) so did not arrived spoiled. The crab looks perfectly normal in the pictures that this customer provided to us as any dark spots are natural markings given that they are sea creatures. We ship out several hundred lbs. of snow crab each week and I don't know the last complaint similar to this in recent memory. Regardless, we have offered customer a very generous store credit for their entire order to be included in w/their next order as compensation for their troubles. Customer insists on a refund. Per our stated store policy at www.crabplace.com/guarantee.asp, any refunds for on-time deliveries (which this order was not delivered late) requires that we receive the product/merchandise back from the customer. This is pretty standard operating procedure for most companies across the country for obvious reason. Customer apparently had already eaten the product b/c it was no longer available for return. The store credit offer is a fair & viable resolution to both parties involved here given the circumstances and there is no expiration date on the store credit offer. Please let me know if any other questions regarding this issue and thank you for your time & consideration.

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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