Complaints

This profile includes complaints for Maine Lobster Now's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maine Lobster Now

  47 Spring Hill Rd Saco, ME 04072-9650

• 

  Maine Lobster Now

  58 City Line Drive Portland, ME 04102-1979

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:06/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent you photos. I ordered an item. I was sent another item, potentially less sweet and more chewy. I want the product I purchased, not a potentially inferior item. The company refused, saying the quantity of the product was in excess of what I ordered.I pointed out that quantity was not the issue. Quality was. That is why I purchased a particular product from them. They denied my claim and discontinued communication.

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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.

  An advertisement was posted on ******** for product from Maine Lobster Now. I went to the "shop now" and looked around and placed an order for $56 of various products in January. The site then took me to "make payment" and it was to ******. Payment accepted. The product was supposed to be delivered in a few days. It was not. I inquired after 3 weeks and sent an email (Feb 15) with no resolution from the company. ****** did not have any record of the transaction, however my bank account was debited. Another inquiry made at the website on March 17. During Live chat, the ** agent said the account page on FB was fraudulent and the "order" number I had was not a real number and the company does NOT accept PP. Basically the CS agent said I was screwed !! and there was nothing she could do.

  Business Response

  Date: 03/18/2025

  As previously communicated to *******, his order was placed through a fraudulent website on social media. He made the payment via ******, a method we do not accept. We advised ******* to contact ****** to report the transaction as fraudulent; however, he declined to do so, insisting that the order was placed with our company. The items he ordered are not products we offer, and we do not accept ****** as a payment method. We sincerely hope that ******* takes our advice and contacts ****** to resolve this matter, as it is an unfortunate situation.

  Customer Answer

  Date: 03/20/2025

  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. 

  It appears obvious to me, that the business NOT using the correct person named in the complain that this has happened many times.  If the site on social media is fraudulent the company needs to take serious action and make changes to said social media so other customers don't get scammed as the site is STILL ACTIVE.   There is no way for this customer to know if they are still scamming.  The company also stated they do not carry products mentioned.  I ordered LOBSTER ....isn't that what you carry ?   There is no way for me to confirm the prices of products I purchased at the time and prices now to compare.   
  
  
  Regards,

  ****

   

   

  Business Response

  Date: 03/25/2025

  We understand your frustration and sincerely regret the experience you've had. Unfortunately, fraudulent websites and scams are a growing issue, and despite our ongoing efforts to take action against them, they continue to appear on social media.
  As we previously informed you, we only have one official website, ******************************. Additionally, all of our social media accounts are verified with a blue check ***** ensuring you can easily identify our legitimate presence online.
  We remain committed to protecting our customers and doing everything we can to combat these fraudulent sites.

  Customer Answer

  Date: 03/25/2025

  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.
  
  
  I wanted to write an additional response even tho this case will be closed and UNSATISFIED.  Using social media and hoping that even with the "check ***** your payment is going to the correct business.  Obviously, the hackers not only set up a fraudulent site but are using YOUR web site logo as the payment receipt to which any person would have taken it as legitimate.  I should have realized that the prices advertised were bogus as they were "too good to be true" and sure enough they were NOT true.  I will close this complaint but you can be assured that I am NOT satisfied and will make notes to my friends and associates NOT to use your business.  Even a small settlement would have been justified but your resistance tells me volumes about you and your business as being far from customer oriented.   

  Chose to respond if you wish.  I will close it after I receive your return.

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:08/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 three lobsters from them to be delivered on the 3rd of July they were delivered on the 5th of July dead I reported it to them they claimed they were busy and would get back to me on what they would do to rectify the situation. After many emails they have done nothing.

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed the order on July 16 for 2 3-Lbs. lobster to be delivered on July 25 but did not receive it.Went to their website to check the status but noticed that my order was not even showing.Attempted to chat but only the Bot would respond and though I was supposed to be 2nd in the line, I waited and waited until I couldn't anymore. I tried leaving a message using their email form but it keeps rejecting it as my tel. num is not being accepted.

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 recently made a purchase from Mainelobstersnow.com. The entire order arrived and was opened in less than 24 hours of shipping. All of the lobsters were dead. I went to request a refund and the company rejected it because I did not follow their return policy. The policy is written in a manor that to use it you would have to read it at the time of purchase which is completely irrational.Furthermore, I followed all the handling instructions provided, explicitly. This was for a very special occasion. I understand lobsters are perishable, but I have used other companies multiple times in the past without them dying.

  Customer Answer

  Date: 02/11/2024

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

• Initial Complaint

  Date:01/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order on 12-06-2023. I paid $56.98 which they took out of my account. Said they shipped my product and said it was delivered. It was never delivered. I have no seafood like I ordered. I never received my order. I am getting a run around from them. Order number is-****************. Tracking number is AT167166747CN. Please help.

• Initial Complaint

  Date:12/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 on line from the company's web page entitled PREMIUMMAINELOBSTER.COM. On the order it was listed that my seafood would be shipped by ****** I received a tracking number for a package coming form *****. I was billed on my credit card by a company called, LOSJA.COM, which is a clothing store. I never received any items. I tried contacting the company 6 times through their email, only contact listed. The contact page also showed this name for the company, see documents. I contacted my credit card company, AmEx, but they supported the company because they should some shipping information that says I received a package from *****. It said it was signed for but failed to provide the signature.I am seaking a full refund of the $49.98.

  Customer Answer

  Date: 01/08/2024

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

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 12/19/23, I visited this merchants website because of an advertisement for Spend $150 get free complimentary overnight shipping. I proceeded to buy two lobster tails and spent $157.98 on them. This spending of $157.98 obviously qualifies for free shipping based on the advertised spend $150, which I did. This business still charged me $40 shipping for a total of $197.98 and did not deduct the shipping as they should have. Right after ordering when I saw the charge hit my credit card for $197.98, I immediately emailed the business to point out the error. The next day when they finally responded, they refused to rectify the error and created some term called product to explain why when I spent $157.98, I really didnt spend $150 on the lobster tails I bought. I wonder how much my order would have been if I didnt have the lobster on there? The answer is there wouldnt be an order because that is all I got. I then asked to cancel the order and was told it already shipped and there is nothing they can do. Is that how a reputable business operates? The customer has a complaint so lets delay responding and ship it real quick so we can ignore requests to cancel the order? Thats so shady. I am hoping the BBB can help resolve this to avoid litigation.

• Initial Complaint

  Date:11/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for seafood Order # **************** and have never received it. I have emailed the customer support multiple times with no response. the order was for *****. I cannot find a phone no. on their website. I have requested a refund but they never answer.

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  We ordered multiple items from MianeLobsterNow on 30 Oct for delivery on 22 Nov 2023. On 21 Nov at 12:03 pm (EST) our order was confirmed verbally and electronically by 'S'.At 2:19 pm (EST) an incomplete voice mail was left by 'J' that my fresh lobster tail meat (2 lbs) was being substituted by MaineLobsterNow for frozen lobster tail meat, no further information was provided and an incomplete phone number partially left.I attempted to contact MainLobsterNow via e-mail and voice starting at 2:20 pm (EST) with negative results in reaching 'J' (who was identified by sales as the sales manager). At 3:01 pm (EST) 'J' returned our requests for contact to address the unilateral substitution made by MaineLobsterNow. 'J' was hostile, and was unwilling to even modify the order to add another fresh lobster mean (claw) to our order at our expense nor would 'J' address the cost difference due for MaineLobsterNow substitution (***************). After stating she (J') would do nothing, she ('J') ended the call very sarcastically and hung up.I would not recommend doing business with this company, MaineLobsterNow are not the same responsible management and customer oriented team which we have engaged with over the last decade prior to the fancy name change!