Backwater Reptiles

love these guys they were quick and very clear on things

Review: I ordered a 2 pets they charged me for them and then never gave me a tracking number the dilvery day was this morning still have not received the tarantula the tortoise they said was unavailable yet they allowed me to buy it only informed me last night that they don't have any so I ask for my money back for the tortoise yet they never gave me the refund still no tracking number still no tarantula soi want my money back for the tortoise and want my tarantula they still have not contacted me about any thing they took my money from the bank $219 so I believe that backwater reptiles have scammed me and I want my money backDesired Settlement: I would like a refund of my money for the tortoise and shipping because they never gave me a tracking number they waited last minute to inform me that it was sold out and I still have not received my tarantula I paid 79.99 for I want the tarantula I want my money back for the tortoise and the shipping cost back because I never received shipping information and the shipping is still not here

Business

Response:

This customer purchased two animals on our website, a tortoise and a tarantula. The baby tortoises were delayed and do not arrive until tomorrow (Thu) as they cannot be shipped until their yolk sacs are fully absorbed. This a process we do not rush based upon customer threats, because we care about the safety of the tortoises. We have never, in our history, received a formal Revdex.com complaint because a customer had to wait two days for a baby tortoise. We instead receive commendations on our concern for the animals.This customer also complained that they wanted a refund for overnight shipping. The overnight shipping charge is not a guarantee you get an animal the next day, it's the fee we incur when we do ship as we must utilize priority overnight delivery for the safety of the animals. This is all clearly stated on our website.As the owner, I have instructed our team to process a full refund and cancellation of this customer's order as I will not do business with someone who acts in this manner. It's honestly unconscionable.

Review: Backwater Reptiles LLC has hired a collection agency ([redacted]) which continues to harass me after I have mailed documentation to [redacted] proving the claim has been settled with Paypal. Claim - [redacted].Claim information - Backwater Reptiles LLC shipped a creature in packaging that provided no oxygen at all. I followed your instructions to the letter. My 12 year old boy got to pick up a dead pet at the FedEx Office today - That is a great memory for a first pet!!! FedEx will cover the your cost of dead Chameleon and shipping and you try and charge me $39.99 for shipping? That is why I filed a claim. You want to make money shipping animals that have less than a 50% chance of making it to the final destination. You are covered by FedEx please return my money.Paypal resolution center settled the claim. Claim - [redacted] Paypal stated - Your claim has been resolved and you'll receive a $79.98 USD refund. I had Paypal call Backwater Reptiles LLC and [redacted] directly to confirm the claim is settled. Yet Backwater Reptiles LLC and [redacted] continues to call and harass me over a false and settled claim amount!!!Desired Settlement: The claim has been settled by Paypal Claim - [redacted]. Backwater Reptiles LLC and [redacted] need to stop harassing me.

Business

Response:

The below customer ordered an imported Flapneck chameleon for $39.99 plus shipping, and it unfortunately arrived DOA. Our DOA rate is below 2%, but it does happen, albeit rarely. Mr. [redacted] explicitly clicked, "Yes, I agree to the live arrival guarantee terms" when he placed his order--all customers of our's must do so in order to submit an order. We ask customers on virtually every single page of our website to review our terms before ordering. When his chameleon arrived DOA, we offered our standard live arrival guarantee, which is the option of a replacement, or a refund less overnight shipping fees. We always stand by and honor our terms.

Review: I ordered 200 dubia roaches from this vendor that were supposed to be shipped out right away but more importantly the size was to be 1.25-2" long. all the roaches were 3/4" and I waited roughly 3 weeks for order. they offered me $20 back to keep the wrong order and I said "no" that I wanted the order I placed.they threatened me if I disputed the charges and kept the wrong order that they would put me in collections. the weird thing is I never said I was going to keep it. I just want the order that I paid for. I have no problem w/ them sending me the correct order and a box and paid return shipping label for me to send back the roaches. I simply wanted the order I paid for. the lady was really rude and lied to me about the order. the are very insulting. and I dont care about all that, but I do deserve to recieve the order I paid for.Desired Settlement: send the order I paid for

Business

Response:

This customer ordered 200 1.25"- 2" feeder roaches (transaction was $76.99) from us, and based upon the pictures received, they were on the smaller side of that range. We have tried to work with her, even offering to re-ship her order again, and she could keep the roaches she received. But, in the end, we chose to simply refund her order in full (refund ID: [redacted]). We are attaching proof of the refund which was processed today. We have politely requested the customer contact the Revdex.com to attest that her issue was fully resolved (free roaches plus a full refund).

Consumer

Response:

I am rejecting this response because: I will need to wait to see when my refund permanently posts.also, Back Water did not politely ask me to close the claim, they threatened me if they shipped me a new order and I wasn't happy and made a complaint, that they would put me in collections for the INCORRECT roachesthat they gave me for free. kind of weird, to offer someone something for free, but then tell them YOU BETTER BE HAPPY OR I WILL PUT YOU IN COLLECTIONS. really? I cant control whether or not they send me a correct order. they should know what they send is correct. if they don't, perhaps they should get a reliable supplier.if I got what I paid for in the first place, this would have never happened. this company is so shady and I don't trust them at all. so I am not comfortable closing out claim until I am fully refunded. when permanent credit has been posted, I will close the claim.

Consumer

Response:

since this all occurred, backwater fully refunded my money. I offered to return their baby roaches if they provided shipping label and container to which they didn't. they offered for me to keep them, so I did. this matter has been settled. I would not ever use them again for poor conduct, but they did refund my money which they would have had to do anyway because I was going to dispute it through my credit card company. more than I can say for some of the other reviews I read where the people just were out of luck. Lesson: use a credit card when you purchase online; you have security when you do that because the cc company can advocate for you if you should have a dispute. thank you for refunding my money.

Avoid this website at all costs. Scam site that uses drop shipping and very bad customer service. Deletes comments on their Facebook page to hide true opinions.

I will only order my reptiles from this site! I'm so impressed with the quality of their reptiles it's truly amazing. I recommend all of my friends & family Back Water...no more pet store reptiles they're just not healthy or strong enough. It's very sad! But we love these people so keep up the good work all :)

I just received my Ornate Uromastyx and he absolutely loves his new home! The Uro I received is very friendly, energetic, and beautiful. Thank you for my cute baby!

I ordered 4 Mozambique Rain Frogs and could not be happier with them. The entire transaction went incredibly smooth from start to finish and would definitely order from Backwater Reptiles again.

HELLO,

I AM A CRITICAL CONSERVATIVE CUSTOMER WHOM. EXPECTS. QUALATY SERVICE AND HEALTHY. HANDSOME ANIMALS FOR MY MONEY.

HAVING STATED THAT, LET ME SAY THAT IS EXACTLY WHAT I HAVE RECIEVED FROM BACKWATER REPTILES.

I HAVE ALSO BONDED,(YOU MIGHT SAY) WITH ONE OF THE MAIN. PERSONALITIES OF BACKWATER CO.

ITS GREAT TO BE ABLE TO TEXT BACKWATER AND RECIEVE AN ANSWER ON ANY RELATED TOPIC..

BACKWATER IS VERY SERIOUS ABOUT THIER CUSTOMERS AND THIER EXCELLENT REPTILES.

MY REPTILES HAVE ALL ARRIVED HAPPY AND HEALTHY AND ON TIME.

WHAT MORE CAN O SAY? EXCEPT THEY HAVE WON MY FUTURE. BUISINESS. THIER REPTILES, I WILL BE PROUD TO DISPLAY AT OUR REPTILE CLUB MEETINGS

THUMBS UP. FOR [redacted] AND BLACKWATER REPTILES. FOLKS.

AHUAGH!!

BAKERSFIELD CA. P.S. ALSO, ANY COMPANY WHO CAN EXCEPT MY. HUMOROUS. AT TIMES COMMENTS, GETS MY VOTE.

Review: I bought a sulcata tortoise from them it Arrived sick and wouldn't eat so it died told them it was sick the day I got it.it was shippedDesired Settlement: I would like my money back or a replacement at no cost to me.

Business

Response:

This customer received a captive bred baby Sulcata tortoise from us, and emailed a couple days later saying the tortoise wasn't eating. We gave her recommendations on lighting, humidity, basking temperatures, etc, which she received and perhaps implemented. She e-mailed us on 12/28/15, 25 days after the tortoise arrived, to say that it had passed. We do guarantee live arrival and a full week after arrival, which is the single best guarantee in the reptile industry, but 25 days after arrival is well past that period. Regardless, we said we would make an exception and offer her a discounted replacement for $69.99 shipped, if she was interested. Her response was, "Yes thank you so what is the next step." Screenshot of this e-mail conversation is attached.So, you can imagine our surprise to receive a Revdex.com complaint from her a few days later. We had no idea this customer suddenly changed her mind about our offer to replace the tortoise.

Consumer

Response:

I am rejecting this response because: the tortoise was sick I email them the same day and everyday after I have all the email they offered a replacement at 80.00 dollars. I have proof pictures and emails

Business

Response:

The customer is responding differently in this complaint than via e-mail, and it's fairly difficult to determine where we stand. We attached a screenshot showing an e-mail from this customer saying they accepted our replacement offer, but in this complaint they are saying they reject it. The tortoise was captive bred and was definitely not sick--our animals are checked by a veterinarian before being shipped. However, we are attempting to work with the customer to compromise and make an exception. We can go down to a replacement for $59.99 shipped. Is this acceptable?

Consumer

Response:

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

I was extremely skeptical about ordering a live reptile online and having it delivered across the country(I live in Los angeles), but my experience with BackwaterReptiles.com has been one of the easiest things I have ever done. The ordering process was simple and straight forward and the mailing schedule was 100% accurate. I received my tracking number the night before delivery and received my amazing baby apricot pueblan milk snake 15 minutes before they said he would arrive. The staff at Backwaterreptiles.com are friendly, responsive and easy to work with. I will definitely be ordering from them again in the future!

Very unsatisfied with your company.I Bought and Paid for a male Panther Chameleon. You shipped this to me and claimed it was 3 months old.Finally I asked others why it wasn't getting its bright colors and found out what I was afraid of.Thats 100 percent Female.. I sent a picture to you recently and the response I got from abby was Yup that's a male..Its 8 months old and Certainly is not a male.. I was very clear when I purchased it I wanted a male. Very upsetting to realize the male you waited so patiently to get his colors turns out to be a female.I emailed and inboxed via fb and not even any cares about this.

Excellent business to work with. Very pleased with my purchase.

The team at Backwater Reptiles was amazing! I inquired about a very specific type of gecko. They had them available. They helped through every step of the process. Any time I had a question, there was a prompt response.

A tracking number was sent the evening prior to my expected delivery, and I knew just when to expect our critters.

When they arrived, the anticipation was tremendous! They were packed very carefully. My William Day blue cave geckos were alive and very active. They appeared very healthy on arrival!

I would certainly do business with this team again. It is evident they care about their animals and their customers. Top notch in my opinion!!!

Great business. I am very satisfied with my transaction through them. I would highly recommend Backwater Reptiles.

I have been so pleased with everything I've rec'd from Backwater, the turtles, tortoise, iguana's, & snakes have all arrived in good health & continue to be. I will continue to order from Backwater because of their guarantee of live delivery & professional courtesy towards responsible pet owners like myself.

so I ordered a red foot tortoise for my son's BD. never received a confirmation email. then I called them. they said it would be shipped later today and will arrive tomorrow. then 4 hours later, I received their email saying "I didn't received an update order that they were out of stock. and they would refund me"????!!! how come I didn't received just that emails but all other emails!!!?? and how could they told me that it would be shipped in the same day!!!? very untruthful and unprofessional!!! my son has been waiting for the tortoise. we got its tank all setup. now I have to wait for them to refund me and shop for another one.

so NO, I would not ever recommend this business to anyone else. and if you need a BD gift, don't shop here! period!

I received one Argentine Black and White Tegu and two cane toads in a safe and healthy condition and all are just as described, all emails answered quickly with honest and courteous answers. I would buy again and recommend backwater reptiles as a trusted provider of quality reptiles. Thanks for the pleasant experience.

Not acceptable. Advertises products not available, charges you for said product, then replies days later that its not available.

I recently ordered a Boa constrictor from Backwater Reptiles LLC. After placing my order I had questions regarding the delivery. Meg was very responsive in answering my emails quickly and putting me concerns to rest. My boa was delivered the next morning, carefully packaged and warm. She is a beautiful, healthy baby Suriname Boa, and I couldn't be happier!
Thank you Backwater