I placed an order with Fishfanatics of mixed fish, including whitebait, which was intended for a special birthday surprise meal for a friend who loves whitebait but couldn't find it in the shops. My order was for the fish to arrive the day before, and I emailed some days beforehand to check about its arrival. Although their website claims that all emails are answered, mine wasn't, but on the day arranged for despatch I waited, morning and afternoon, until at about 4pm I got an email to confirm that the fish had been sent, giving me a reference number with Fedex. I tried to track the delivery online with no success, then when I phoned Fedex they had no knowledge of the order. I tried to phone Fishfanatics on the number they gave me- "if you have any queries, you can always ring us here"- but there was no answer, even at 4.30pm. I left several messages, still waiting in vain for the delivery. At 10.30pm, I tracked the parcel through Fedex, to find that it had not been despatched until 4.00pm that day and was expected to arrive "before 12 noon" the next day. I sent an angry email and next morning rang Fishfanatics again. I got a woman called Wendy who admitted that my parcel had got mixed up with another batch, but she had despatched it when she realised the mistake. I asked why she hadn't informed me of this and was told that she left work at 4.30 and "it slipped her mind" to mention it to anyone else. She didn't seem to realise that it was actually quite an important mistake when it was a matter of a particular meal and a particular timetable, but just said it was human error. I asked for a formal written apology, which I didn't get. I didn't even get any acknowledgement of my email. The fish eventually arrived at 11.50 am, by which time it was too late to get it to the venue and cook it for the occasion, so the surprise lunch never happened. Do not buy fish from these people: they are not only inefficient but unsympathetic and discourteous.
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