ComplaintsforUS Royal Seafood

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 21, 2023, I bought five yellow-tail fish and requested that the fish be fillet. The employee asked me if I wanted the fish with the bone in it. I specified that the fillet is two pieces with no bones. He agreed and gave me the invoice to pay, which I did. I showed the employee my receipt, and he took the fish in the back. After waiting 10 minutes, he returned with the fish chopped into 20 small pieces. I also stated to them the fish was old and gray inside. When I pointed this out, the employee and the owner insisted that the fish was fillet and the fish was fresh. The owner and the employees laughed when I tried to show them what a fillet looked like online. I had explained that I would receive ten pieces if I purchased five fish (see the attachment of the copped-up fish I received). I asked for a refund or to correct the order, but they refused. I eventually called the police, but they could not help me get a refund. I exited the store and decided not to eat the fish I purchased from the store to ensure the safety of myself and my family. I'm reaching out to ask for your help to resolve this issue.

  Business response

  11/14/2023

  This customer told our service workers she wanted the fresh fish to be fillets. However, we don't typically offer that option with fresh fish. This batch of fish had just arrived that morning. We are more than happy to clean the fish for our customers but this person was adamant that she wanted them to be cut with the bone out. Therefore, the owner told the service worker to accommodate this customer's request and to go ahead and remove the bones for the customer. The size of the fish she bought was really small so some pieces had to be cut a little bit smaller than just halves in order to get all the bone out and to maximize the amount of meat given to the customer. We're sad to see that the customer didn't appreciate our efforts to accommodate her and she had to cause a significant scene in the store. Because we had already cut the fish for her, we cannot allow a refund. The fish were fresh from that morning and our service workers removed the bones like she had asked. She was disappointed the fillets weren't bigger, however that is because the fish she requested to buy were smaller in size and everything was sold by weight. With the smaller sized fish, it's harder to cut around the bones so in order to give the customer all the meat, some pieces had to be cut a bit smaller. The issue could've been mitigated if the customer requested to buy a bigger sized fish, then the fillets would've been bigger too. Our service workers bent over backwards to accommodate this customer, but instead we're sorry to see that our efforts to go beyond for this customer wasn't appreciated.

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