Maine Lobster Now — Restaurant in Saco

You know the saying "Life sucks and then you ..." Noooo. It should be "Life sucks and then you do business with Maine Lobster Now". You would understand the depth of disappointment that life can offer. I LOVE lobster and have for more years than you can imagine. I ordered four 6-7 lobster tails for a special dinner for four people. Lobster tails arrived in a timely manner and in the proper condition. They were kept frozen until needed. When I was ready to prepare the dinner, I realized that I had received two tails that were 6-7 oz. and two that did not meet the criteria. Disappointed - Yes; but I wasn't going to make a complaint and just enjoy my dinner and my guests. My preferred method is to steam them. Three of the four tails were cooked perfectly, the fourth tail (one of the smaller ones) was what I can only describe as mush. Never saw anything like that. Has anyone else? Four people, three tails, I am screwed. I was able to stretch the remaining tails by preparing a lobster thermidor rather than just tails. At least I could fake it by adding some shrimp. I emailed them and ended the email with “Unless I can be convinced otherwise, I won't be ordering from your company in the future.” Leaving the door open to purchase from them again, if they could rectify the blunder. To their credit Nicole from their Customer Support Team responded within an hour. I was duly impressed and expected a positive response. After apologizing profusely, I was offered a $70.00 store credit, and asked if this was acceptable. On the surface it seems like a reasonable offer. Until you really think about it. I responded that I would consider the matter closed if they would instead send me two 8-10 oz. tails. In my mind I'm thinking it's only a $15.00 difference that really wouldn't cost them very much, but it would keep a customer happy and insure repeat business. CRICKETS! NOTHING! NADA! NO RESPONSE! Remember, Nicole asked if the offer would be acceptable. She just couldn't deal with a "NO" response. I'll break it down. I spent $165.00 for the four tails. That included $40 in shipping costs ($125 + $40). The $70 offer would allow me to purchase two 3-4 oz. tails and pay for shipping AGAIN! ($30 + $40). I didn't consider that equitable. Would you?? Here's the bone we're throwing you - take it or leave it. I didn't receive the product I ordered, two of the tails were undersized, I had a ruined dinner because the tail disintegrated and turned to mush. I will never buy from 'Maine Lobster Now' ever again and dissuade anyone who asks my opinion of their product and customer service.

POST #2 After Maine Lobster Now read my review that very quickly increased their offer to $85. Again I asked if that was $45 for product and $40 for shipping. There was no response AGAIN! CRICKETS! It boils down to they do not want to pay for shipping and I refuse to pay for it twice. They could have had a customer who’s willing to spend $1,200 a year for decent lobster. They lost that opportunity. The question remains how well their customer service team understands the mind of the consumer. I hope no one else has to deal with their customer service team. If you do expect...

I left my initial reviews of the products I received from this company on their website; but surprisingly (not) Maine Lobster Now chose not to make them public. I expected, but did not receive, any communication from the company regarding the issues I had with my order so I am now making my concerns available for public viewing. This will be a lengthy review, but at its conclusion I will make sure to state that I would never, ever, order from this company again. I only ordered three items, but I paid $130 for products that were blatantly misrepresented and very poor shipping standards. First, and I think the worst item I ordered, was the Hickory Smoked Lobster Dip. The product description was smoked lobster with a mixture of sour cream and garlic. What I received was a package of preservatives, smoke flavoring, and a minimal amount of lobster. Nothing fresh here, folks. This product is a total bait and switch. See photos for ingredients versus the description on their website. The flavor was artificial and left a nasty taste in the mouth. It went into the garbage as inedible. Secondly was the pound of lobster tail meat I ordered. The website touts "fresh caught". Not true. The lobster tail meat I received was labeled as fresh three days before I even ordered it and had a two day expiration date. The label reads it was "packaged for Maine Lobster Now", so not caught fresh BY THEM as their website infers. I was supposed to receive whole, cooked lobster tails at $60 for a pound. I received mangled pieces of lobster tails instead. Not only were they shredded, but what we received was tough and chewy, so much so that we didn't even eat it all. It was simply too much work to eat it! We have gotten better Maine lobster from a local food truck that has it flown in fresh WEEKLY. The uneaten portion of the lobster I ordered from Maine Lobster Now was garbage as well. The third product I ordered was the Jumbo Sea Scallops - U-10- 1 lb (Diver Scallops). I only received 8 in my order. Although they were some of the best Scallops I've had, I only received 8, and that made a big difference in our dinner party of three where the other items were inedible. These items were delivered in a Styrofoam cooler with a sheet of bubble wrap and a gel ice pack. I live in Florida! Needless to say, everything was soaked through and almost room temperature. Thank goodness I intended to eat it immediately, otherwise it would have been garbage. As previously stated, I left a review on their website that was not made public. In fact, there is no choice on their website to even see prior reviews. I opted to search Google and found that they have been reported to the BBB, and have many negative reviews on several sites as well. I wish I had done my due diligence and investigated them before splurging on a a special occasion using Maine Lobster Now. According to the negative reviews given, their customer service is is less than stellar. My advice? Keep looking. Their prices and shipping seem reasonable, but you truly get what you pay for. In my case, I paid $130...

I cannot actually comment on their product, as I never received it. I put an order in the first of February. I received a delivery date of February 8th. I received a confirmation email of delivery, and my husband was home within 40 minutes of notification. I texted him and asked if he got my order inside. He looked and could not find it. I immediately contacted, via email, Maine Lobster, and Nicole sent me a link to Fed EX tracking. I opened the picture they take of the door. It was absolutely NOT my home. I explained this to her, and at first she was very sympathetic. She told me she would contact Fed Ex and I would hear from her. The following day I was told that I would have to wait for them to conduct an investigation. I checked with them almost every day, and was told that I had to wait the entire 10 business days for Fed Ex to complete an investigation. I was never asked anything other than to verify my address. No pictures or anything. I was extremely frustrated because I felt like I was being treated as a liar. There was absolutely NO sympathy towards my situation at all. I even called and asked for a supervisor to call me. I was told I would hear from someone the next day. Nothing. I am a first time buyer, and have worked in customer service for 40 years. I work for a very large company, and would NEVER treat a customer the way I was treated. First of all, I understand that Fed Ex is the one at fault here, but we ALWAYS take care of the customer first and then behind the scenes we take care of the internal issue. I feel insulted, and insignificant. Maybe my little $300 order means nothing to Maine Lobster Now, but I hope others will read this and heed my warning. They say that they have the best product and customer service in the industry. As a first time buyer, I can attest, that is not true. But, lucky for me, there are other Lobster harvesters that I can turn too. Think twice before purchasing from this vendor. UPDATE, I contacted Brian York, the new Customer service Manager. He is the one that fixed the issue and issued the credit. I did reorder and have the product! I am looking forward to trying it soon. Thank you Brian for understanding customer service and I hope the company takes head and...