We had them prepare three lobsters for us last Christmas Eve and they were delicious! I was a little worried because they had a HUGE list for that day, but they were done perfectly. No complications at all in fact.
We've sent many people there and never heard one complaint. Sorry you had one bad experience.
If you google, there's a Lotsa Lobster in Sarasota.
I know you must have paid alot for a two pound lobster, and you have my sympathy. But I personally think that's just the chance you take with a very large lobster. It is very difficult to gauge the difference between done and over-done. I am assuming you had the market boil it for you as opposed to doing it yourself. Waiting for the water to re-boil after throwing the lobster in complicates the timing. But I know, I know, they should be experienced at this, right?
Before you write them off, have you ever bought other seafood there, any other experiences? Did you tell them about the tough lobster? They have several great reviews on Yahoo.