Backwater Reptiles

We explained via e-mail that hornworms and reptiworms ship separately, and thus arrive separately, and both packages have since been delivered. If you're unhappy with the hornworms you can ship them back for a full refund.

1.) We're attaching a screenshot of [redacted] order invoice. As you will see, he ordered an Eastern "hybrid" box turtle, which is exactly what he received. We sell many of these, and do not receive complaints about them, as we ship what is listed. We have already told this customer he can...

ship the turtle back for a refund. He is attempting to make things difficult, which is fine.2.) As you can also see on the invoice, this customer ordered two Bullfrogs "2-3 inches snout to vent." In his Revdex.com complaint, he says he received two Bullfrogs, "2-inches snout to vent." Again, he is attempting to make things difficult. We shipped what he ordered.3.) We have a very clearly defined, simple shipping schedule literally on every single animal page on our website, including the ones this customer used to place his order. Here is a link as an example: [redacted]Again, this customer is attempting to make things difficult.4.) This customer missed his delivery, which voids the live arrival guarantee since it means the animals ride around on a hot truck for additional time, which is dangerous. This is the policy of every single live reptile business in America, and is clearly displayed on our Live Arrival Guarantee page (ie. missing delivery voids the guarantee). Here is a link: [redacted]This customer clicked, "Yes, I agree to the live arrival guarantee" when he placed his order, thus providing us with his digital signature. We even went above-and-beyond and offered him deeply discounted replacement frogs, which he threw back in our face with attitude.

I am rejecting this response because: the blackwater company sent the two gators in the same box. After they been delivered I separated them and place them in filter water tanks that were used to raised sea horses. The water could not be contaminated. The two gators never been together since the day of the delivery.  They both had separate tanks . The food for them was bought from Pet Store that is a big company and the food was checked before selling for worms as far as I know.  After almost two months one of them got very sick and I sent a email to the backwater asking them for help. I even included pictures of the LIVE WORMS. They responded after a week just saying to use panicure medicine.  Unfortunately it was way too late. That gator from the beginning of delivery was mellow than how a baby gator will be. After a couple of weeks the other gator died also. IIt is unfair that they were delivered in the same box and they were contaminated. It is impossible that two gators in two different tanks with different filters that are adviced on the Internet can die from the same think one after another.  Can this company explain how is that possible?  AND they write that I never sent a email with pictures of the worms? No, that is not acceptable. I will like this investigate it. Thank you

We take most of the pictures on our website ourselves, and everything on our website is copyrighted per the Digital Millenium Copyright Act. Please have the customer send us a snapshot of the...

picture he is referencing, and then we can cross reference it on our website, because they are not even close to the same image.

As you stated in your email, my wife insisted that someone call her about the matter.  Upon speaking with your customer sales team she explained how there were no holes in the box for the snake to breathe.  You explain how you have professional packagers and I am telling you there was no way for the snake to breathe.  You can repeat all you want, but there was no holes for the snake to breathe.  YOUR COMPANY DID POOR PACKAGING AND SENT US A SNAKE IN POOR CONDIDITON THAT DIED!  Even as you just stated, you want us to order another snake and have us pay for shipping.  How do you not offer to even cover half the shipping fee?  This is poor customer service and you are more in denial than helping me, the customer, work on a solution.You company is poor customer service once there is an issue.  You are completely helpful to sell your product, but not stand by it.  You failed on this packaging order, and fail to work with the customer to make it right.

Very very happy with my purchase from this store. I asked questions online, the sales lady responded quickly with thorough details. I was able to make a decision based upon her advice..live critters came very healthy alive and active...extremely happy with them...

We offered our best-in-the-industry live arrival guarantee terms, per our prior response, which means either:1.) A replacement and the customer covers discounted shippingor2.) A refund of the animal, less shippingAll of which is explained in detail on our website. There is no fine print.The snake was packaged in an industry-standard, insulated box, and received plenty of air. The customer's local temperatures were 80+ degrees, and this may have been a contributing factor. This is the original e-mail we received from the customer, we are also including a screenshot: "Hello I order a snake and the snake died!!!! As soon as we opened the package! I need a refund or send another snake. I'm very pissed an upset about this situation!!! Please call me [redacted] name [redacted]. Thanks"Please note it makes no reference to supposed improper packaging. We are certified with [redacted] to ship reptiles, and they are all shipped the same way, which is in line with industry standards.Thank you,Backwater Reptiles

This is the type of foul-mouthed, inappropriate e-mail abuse we have been dealing with from this customer from the beginning. They wanted a refund after the feeder worms had already shipped, which we cannot do and are very clear about on our website. The worms then arrived and they said half were DOA--so we requested a picture, per the website, which again is very clear about a picture required for DOAs. No picture was ever received. The customer then demanded a full refund, despite apparently receiving at least half of the order intact (ie. alive). If this were about the money ($22.99), we'd have just refunded the order. But, this is about the principal of not allowing a cussing, vulgar customer to bully someone into a refund, despite ignoring our terms and reasonable offer (we offered to refund half the price of the order, since half the worms were DOA). This was not acceptable to the customer.

Purchased a tortoise from Backwater Reptiles and they were a wonderful business to work with. Everything shipped when they said it would and the tortoise was healthy looking and active as soon as we took him out of his packaging and put him in his new home. He has been active and eating well ever since he joined our family. Would absolutely do business with Backwater Reptiles again.

I tried another company first and got hosed so I ended up here at Backwater where I was able to get in touch with [redacted] and she took perfect care of me! Paid for the frog and received it the next morning in great condition! What a beautiful fluorescent green Brasilian Horned Frog!!
Thank you again for a great experience!!

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I am still rather upset with how rudely I was treated by a business that has such a high score on Revdex.com's website.

I am rejecting this response because this is the same business. It clearly states on the Wholesale exotics website that it is owned wholly by Backwater Reptiles. This is written clearly on the privacy protection page. The reason for this page is to protect consumers if something like this should happen.

I ordered a 50 count mix of dubia from BWR. My first order did arrive dead unfortunately (not due to backwater but instead due to the weather. It was VERY hot that day when they arrived. So BWR was not to blame for this at all) but the customer service via email was wonderful. All I had to do to get another order sent was attach images of the bad order to the email. They were good at responding and very kind. My replacement order arrived quickly with all living dubia and the words 'thank you!' written on the box. I work in a petstore and I always try to recommend Backwater Reptiles to my customers.

I ordered a new snake from this company and when my initial choice was out of stock I was quickly informed and was able to make another selection without delaying the delivery. The customer service was excellent.

Complaint: [redacted]
I am rejecting this response because:
The 'Live Arrival Guarantee' is misleading, and a clear example of false advertising. This company will not stop robbing people, unless the people rise up and demand change. 
This company has had so many bad review, it's astonishing. It's unfortunate I didn't read the reviews before I trusted their deceitful guarantee. They even have multiple You Tube videos warning people against their horrid business practices, and page after page of complaints and dissatisfied customers! I will gladly add my voice to the many who have been wronged by this company and it's atrocious lack of values! We've just finished our video to add to the many. 
We just purchased a new snake from a reputable company- and as soon as they heard the name 'Backwater Reptiles', they shuddered and told me multiple horror stories! The owner hung a flier he made describing my experience and warning others about this company in his store window, how nice of him!
Fortunately, simply by sharing my story describing our experience at my Son's school- we were able to inform 2 other families who do regular business with this company to purchase their reptile feed and supplies elsewhere- and they are both spreading the word- writing reviews and blog updates about this business on my behalf. Thank goodness for good people who believe in what it right and just! 
I appreciate the opportunity to teach my Son about right and wrong- and to show him direct examples of lies and deceit- and people who care more about money than being good people. It is good for him to know that there are a lot of terrible people out there, and to see that we can fight back, just like David and Goliath. 
I wonder how the owners of this company sleep at night- knowing they are viewed as robbers and thieves by the public. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and I find that this resolution is satisfactory.

I am rejecting this response because:  this is not a truthful statement from this business.  I have kept all emails and correspondence we have received from them.  We also do have pictures of the dead crickets.  Which I can certainly provide and would have provided had they kept in contact with me. After rejecting theer offer of their idea of a "fair" offer to replace the crickets only if I bought 2 more batches of 500  (which I will show you would cost me more than me just buying a single order or 1000 crickets like I always had) I never heard from them again and they would not answer any of my emails  I am posting our correspondence with them below. 
We ordered 1000 crickets on Tuesday, Feb 5th.  I found the following email from them and I responded as you will see in the attachment.  I cannot get the attachment to work so will have to post here. 
 
[redacted]
Good morning,
 
We
really appreciate your business. I wanted to let you know that your
cricket order has not been shipped out today because of the freezing
cold temps in your area tonight. If you choose to have us ship out
tomorrow for arrival on Friday, we can do that, but we cannot guarantee
live arrival. Please let us know if you would like us to ship tomorrow
or if you would prefer a refund for your Cricket order. 
 
Thank you for your understanding,
 
[redacted]
Backwater Reptiles
Fax: ###-###-####
[redacted]
I emailed back with the following:From: [redacted]To: [redacted]Sent: Thursday, February 6, 2014 8:25:40 PMSubject: Re: Backwater Reptiles Order Update - Cricket Order 
No
refund and no shipping.  Can you just please let me know when you can
ship them.  I was wondering how they would survive if shipped.  Please
let me know when they are coming so we can be prepared. 
[redacted]
Here is a recap of what transpired after that:
 
-------- Original Message --------
Subject: Re: Backwater Reptiles Order Update - Cricket Order
From: [redacted]
Date: Fri, February 07, 2014 4:50 pm
To: [redacted]Dear [redacted]
 
I just got home from work and found that the crickets were actually
delivered today.  They do not seem to be alive at all.  The warmers
that you usually include in the box were ice cold with no heat
whatsoever.  I put the entire inside box, the one with the screen on it,
unopened  in our cricket tank under the heatlamp to try and warm the
crickets up to see if there are any that made it alive.  Please advise
what to do if we are dealing with a box of 1000 dead crickets. 
 
 
[redacted] & [redacted] :)
[redacted]From: [redacted]To: [redacted]Sent: Friday, February 7, 2014 9:37:32 PMSubject: RE: Backwater Reptiles Order Update - Cricket Order 
You'll want to give it about 4-6 hours to let them warm up.
 
Thanks,
 
[redacted]
Backwater Reptiles
Fax: ###-###-####
[redacted]
Subject: Re: Backwater Reptiles Order Update - Cricket Order
From: [redacted]
Date: Tue, February 11, 2014 6:28 pm
To: [redacted]
I
am still waiting to hear from you on how you would like to proceed with
this order of crickets.  We have ordered from you in the past, under [redacted]
[redacted] and [redacted] and never had a problem.  These were
shipped during our freezing weather and we only had a dozen or so make
it.  Please respond as to how this can be resolved.
 
Thank you
[redacted]
[redacted]
Hi [redacted],
 
We're
in a pickle, mainly because we can't guarantee live arrival if delivery
zip code temps dip below 40F, which your's did by a fairly wide margin.
This means we can't ask our cricket supplier for free replacements :(
However, how about we double your next order of 500 for free, to 1,000.
We could do it on your next two orders. 
 
Sound fair?
 
Thanks,
 
[redacted]
Backwater Reptiles
Fax: ###-###-####
[redacted]
From: [redacted]To: [redacted]Sent: Wednesday, February 12, 2014 4:36:03 PMSubject: Re: Backwater Reptiles Order Update - Cricket Order 
Hi [redacted]:
 
We received an email from you telling us to let you know if we
wanted you to ship or not and that if we chose to have them shipped that
we would not have a live arrival guarantee.  We emailed you back as
soon as we saw your email, telling you not to ship if it was too cold
and they wouldn't make it alive.  Apparently they had already shipped. 
If you knew it was too cold for them to survive, you should not have
shipped.  We have no idea about this kind of stuff as we are new to the
reptile world. 
It cost me $36.99 for 1000 crickets... but you are proposing that I
buy 500 and you send 1000.  That cost me $31.99.  Then when I order
again I pay 31.99 for another 500 and you ship 1000.  So then
technically I am paying $63.98 for my 1000 crickets and you are
replacing the 1000 you sent me for free.  Why would I want to pay $63.98
for 1000 crickets instead of my normal $36.99?  You are asking me to
pay an extra cost of $26.99 for what I feel you should not have shipped
out to begin with if you knew that they wouldn't survive.  We were in
single digit temps in the day and below 0 at night during that time.  In
all fairness you guarantee live arrival and you knew it was too cold to
ship to guarantee that.  That is why you emailed me.  I feel that my
cricket order should be replaced.  In the future, you should wait to
hear from someone if you are going to email them and send them a notice
that it is too cold. Like I said, some people are unaware of how hardy
the crickets are.
I will await your reply.  Thank you.
 
Sincerely
[redacted]
[redacted]
 
Re: Backwater Reptiles Order Update - Cricket Order


Sent By:


Sent By K[redacted]  
On:Feb 02/17/14 2:20 PM





[redacted] or [redacted]
 
I am still waiting to see how we can get this resolved.  It seems
as if you, as a business are just choosing to ignore the issue at this
point.  I would like to get this resolved as I paid 36 or so dollars for
a box of 1000 dead crickets which you yourself knew you should not have
sent if you read the attached email that you originally sent me BEFORE
sending them.
 
[redacted]
[redacted]
After the above messages I never heard back from them.  They would not answer nor respond to my emails.  I then tried to contact their supplier as listed on the box of crickets.  Their supplier was unable to give me any information and suggested I contact the business...but I had already tried that, so I turned to filing a complaint with you.  You will see in his own wording that he offered to give me 500 crickets IF I ordered 500.  He offered to do this for 2 orders.  If you look at the cost of the crickets, it is as follows
I ordered 1000 crickets for 36.99 and ended up with 1000 dead crickets
He proposes that I order 500 crickets for 31.99 and he gives me 500= 1000
I order another 500 crickets for 31.99 and he gives me 500= 1000. 
So instead of paying $36.99 for 1000 crickets   I will be paying 63.98 for 1000 crickets and he will "replace" my 1000 crickets for free?  Tell me where that makes sense. 
He should just replace the dead crickets.  They clearly sent me an email ASKING if they should ship them and I responded with "No shipping and No refund, just to hold the order and ship when safe. 
I also did take pictures of the dead crickets and still have the photos.  At no time did he ever ASK for a picutre of them...I would have gladly sent it to him.  I would have gladly sent all the dead crickets back to him.  We saved them for 3 weeks waiting for some response from them and received none.

We are of course disappointed any time a reptile arrives DOA, albeit a fairly rare event, and we are always steadfast in standing by our terms and offering customers the guarantee program they agree to upon checkout by clicking, "Yes, I agree to the live arrival guarantee terms." We regularly make exceptions for customers, including this one, but even that was unacceptable to them. This customer believed the terms did not apply to them, which made working with them towards an amiable solution much more difficult. In the end, the customer did not accept any of the exceptions we made for them.

I Loved the first order of turtles so much, all the creatures were Healthy and so I had to order 4 more turtles. Southern painted and a couple Eastern painted. So Small, as babies are but Extremely Cute and Healthy! Thank You :) nancy p[redacted]

Very thankful and pleased of buying our new bearded dragon through backwater reptiles. We received it within the time frame that they have set up in their website under their delivery schedule and my son loves his new pet! I will defenitely will be doing business with them again.