Absolutely appalling experience.
I purchased oysters from Conway Fish Trading on Christmas Eve after being personally recommended to shop there. When opened on Christmas morning, the oysters smelt strongly of rotten feet and were completely inedible. I froze them so I could return after the public holidays.
I contacted Conway's on Tuesday 6 January and spoke to Mary, who was unbelievably rude. She laughed at my complaint and said they "sell thousands" and that no one else had complained. I left my details and was told a manager would call me back -- that never happened.
When I called again on Thursday, Mary answered and immediately put me through to Demetris. His behaviour was disgusting. He raised his voice, bullied me on the phone, and said my complaint was "so ridiculous" that he couldn't be bothered returning my call. This was over a dozen oysters costing $22.
I referred to Australian Consumer Law, which provides consumers with rights to a refund or replacement for faulty goods within a reasonable time. Demetris flatly stated that Australian Consumer Law "does not exist" and insisted oysters must be returned within 24 hours -- meaning Christmas Day, which is completely unreasonable.
I was then told I had stored the oysters incorrectly and that they should have been removed from the bag and covered with a wet tea towel in the fridge. This information was never provided at purchase -- no verbal advice, no signage, no leaflet.
What started as a recommendation has now turned into the opposite. Instead of standing behind their product, they chose to treat a customer with hostility and contempt. As a result, I am now actively warning others not to shop here. For the sake of $22, Demetris has effectively paid for significant negative word-of-mouth and poor reviews.
I strongly recommend going elsewhere -- Queen Victoria Market or South Melbourne Market offer fresher seafood, larger oysters, and far better customer service. I will never shop here again. read more