berwickshellfish.com

When Things Go Wrong...

As others have mentioned, there is a complete lack of customer support from this service. Once they receive your payment, they seem uninterested. It's notable that they don't respond to negative feedback here. I was expecting a delivery on December 19th, having ordered my holiday seafood in November. Early on December 18th, I received an email stating it had been dispatched, followed by a confirmation from the courier for delivery on December 19th. As Friday progressed with no sign of my package, I attempted to call multiple times, but my calls were disconnected. It felt like they had left for the holidays while I was stressing about mine. I finally managed to speak to someone at the courier, who confirmed the package was still at their depot. They agreed to send it out on the next day's van. It was delivered, but I was out, and when I retrieved it after about four hours in the sun, the seafood was warm. The package included dressed crabs, crayfish, and king prawns that should have been frozen but were not. I have no clue when my food was packed; it could have been late Wednesday or early Thursday. Even assuming it was early Thursday, by the time I opened it on Saturday, the food had been in transit for approximately 60 hours. The temperature of the food packs was between 6-7.5°C, which is warmer than my fridge. While I dislike wasting food, I am not willing to risk food poisoning for my family or guests during the holidays. I anticipate having to argue for a refund in the new year, despite having emailed them. Unfortunately, this is the second time they have disappointed me. I thought the first instance was a fluke, but perhaps not. The worst part is their apparent indifference, which is unfortunate given their seafood is usually quite good.

Date of experience: Dec 19, 2025