CUSTOMER SERVICE
For Our Chelsea Market Retail Customers & Diners

Satisfaction Guaranteed
If you're not happy with the quality of the products or service you receive, we will make it right – whether that means a refund, a credit or just a chance to vent. Simply contact our management team by email: info@lobsterplace.com.

We will always reply by the end of the next business day – usually sooner. You can also call the President of our Retail & Restaurant Division, Brendan Hayes, at 646-398-5040.

Product Availabilities
Part of what makes the seafood business so much fun is that you’re never quite sure what the fisherman are going to bring to market on a given day. Because of that, there’s always a chance that we won’t be able to get an item you want on the day that you want it – particularly if you’re looking for a delivery or pickup date that’s a couple weeks away. If you place an order in advance, we’ll always notify you as soon as we know if there’s going to be a problem. Please bear with us, we are at the ocean’s mercy.

Returns
Because we sell a highly perishable product, we do not accept returns of any kind. However, we do offer a 100% satisfaction guarantee. If you are not happy with the seafood or related products you receive from The Lobster Place, we will either refund the entire purchase price of your items or offer you a credit of equal value to be redeemed in either of our retail locations or on our website.

Estimated Weights
Each piece of seafood you order varies a little in size, weight, and shape. Being that we pack your order immediately prior to shipment to ensure freshness, the actual weight and total price may vary a bit from the estimated weight and price on your order. We promise to only bill you for what you receive – every time.


FOR OUR WHOLESALE CLIENTS:

Solving Problems
The seafood business is hard. We’re not perfect but we do understand what it takes to run a great kitchen in New York because we run one ourselves. If you have a problem that your sales representative, our accounting staff or our team in the office just can’t solve, then by all means, take it to the boss.

Just Email our CEO, Ian MacGregor, at ianm@lobsterplace.com.  He’ll return your note and do everything he can to satisfy you by the end of the following business day.

Returns and Claims
All claims arising from bad product quality, products damaged in transit, etc., must be made on the date of delivery. We will endeavor to pick up the product that doesn’t suit your needs by the end of the next business day after the claim is made. A credit memo will be issued when we have received the product back into our warehouse and captured the weight of the seafood being returned.

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It’s like a night and day. It’s a no-brainer decision to use Lobster Place. Quality & customer service are great.

Rob Chessin, Senior Purchasing Manager,
Pier Sixty / The Lighthouse

I can sleep easy at night when I order from Lobster Place.

Executive Chef Merrill Moore - Dressler

I push all of my friends and especially my cooks to ‘Run over to the Lobster Place!’… They have fun stuff that inspires me that I can work with.

Executive Chef Anthony Ricco – Spice Market