Rodney S.
"Shipping Protection" protects them, not you
Ordered 9/3/26. $273.21 total, including $64.81 for overnight shipping guaranteed to arrive Saturday 9/5. First shipment: never delivered. On 9/7 the company confirmed the miss, blamed the carrier, and offered a replacement under the Shipping Protection add-on I'd purchased. On 9/9 I asked them to refund just the $64.81 expedited fee — not the product, only the premium for a delivery date they didn't meet. They declined. Their position is that Shipping Protection entitles you to another shipment and nothing else. Second shipment: also delayed. Tracking shows it won't arrive until after the product's freshness date, so they are knowingly sending perishable seafood that will be spoiled when it lands. Here is where it gets worse. UPS will not accept a return-to-sender request from a recipient — only the shipper can file that. And the shipper is unreachable: no response by phone or email. Unless I can physically stand at my door to turn the driver away, a box of rotting crab gets left outside in September heat. So: two failed deliveries, nothing received, $273.21 paid, a card dispute open with American Express, and a company that has gone quiet at the exact moment their action is the only thing that can fix it. The carrier delay alone wouldn't have earned a review. What earned it is the structure underneath: a "protection" product whose only remedy is another roll of the same dice, a flat refusal to refund a service fee for service not rendered, and support that stops answering once reshipping is no longer an option they can offer. If you're buying perishables for a specific date, understand that the guarantee you're paying for isn't one.