Backwater Reptiles

Thank you for my baby bearded dragon, he is the sweetest little bugger! Great communication A+!

The 2 turtles I ordered were received promptly the next morning, very active and healthy at 10 AM down here in South Florida on a hot August day. If I had to do it again, I would have picked them up at the local shippers sub station at 7 AM, as it was starting to get hot in the shipping truck. However, I'm very satisfied and highly recommend this Company.

I am a new customer and I purchased a baby green Iguana and I am so in love with him. He is a beautiful bright green very healthy iguana. I would recommend your company to everyone I know. I look forward to doing business with you in the future.

Got my Cuban knight Anole lizard and my ornamental baboon tarantula,

Super stoked, both are healthy , and arrived alive . My ornamental baboon tarantula, is so awesome , I love old world species!!!

My Cuban anole is super vibrant !!!

10 STARS , WILL BE COMING BACK ,

THANKS SO MUCH ,BACK WATER REPTILES !!!!!??

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!!

I was kinda worried about ordering from backwater reptile cause of all the negative things that I've heard. That's all I heard, is what a bad experience that they had ordering from them. People post only the bad, and not the good. I'm a very satisfied customer! They responded to every email I sent them, within an hour or so, and sometimes within like minutes. Great customer service, I give them the highest rating for every. I WILL recommend them to everyone I know and don't know! I WILL be doing business with then soon! Thank you, (Amanda) for all your help! Thank you to Abby! Super smooth transaction!

I recived my little lizard in great shape I named him jade because of his cute green color he is healthy and doing. Very well. I would recommend this business to anyone because they got my lizard here ok where I live. I am very pleased for what I got. Thanks a million nancy

Review: I purchased a snake from them that was newborn and within a few weeks died despite being kept in ideal conditions for the species. I gave them the benefit of the doubt and reordered another since their warranty does not exceed a week. They sent another one which from the beginning had issues and would not eat. I contacted them within two days. Immediately. And they refused to help giving advice like waiting it out and snakes can go long without eating. The only issue is that this one was newborn and already low in body weight. I took it to the vet within five days of purchase (which they were clear they would not cover the cost of) and the vet found it to be very emaciated even it were a newborn which they claimed it was not. They refused to take it back or return the funds for the animal and the shipping. The vet verified the conditions in which it is kept are optimal. We have now resorted to biweekly assisted feedings by the vet. Upon further investigation it is possible that they do not breed them or even know or see the animals they ship out as they claim but are merely a dropshipper. Either way they have unethical business practices, especially for dealing in living things.Desired Settlement: I would like a full refund. At this point I feel I deserve one for both ill snakes they sent and their shipping but would be willing to accept the refund of the second and it's shipping which are 39.99 + 39.99 shipping.

Business

Response:

We breed the corn snakes ourselves, and this is quite literally the first complaint we've had on one of them as they are one of the most easily kept species. We would be more than happy to have it back and could send a prepaid label to return the animal for a refund. The snake fed several times just fine when we had it (we don't ship anything that isn't a proven eater), so we're not quite sure how issues have arisen so suddenly. Regardless, we'd be happy to have it back as we know how to keep them and feed them.Respectfully,the Backwater Reptiles team

Consumer

Response:

I am rejecting this response because:The day after the complaint was filed the snake died. I will gladly dig it up from the grave my 5 year old made for it and send the corpse back for a full refund. The snake died because it was not healthy. It also did not feed several times before. The veterinarian who specializes in exotic animals that examined it said that even if it had been born the very day he examined it, it would have been considered underweight and small for it's species.It is not the first complaint they received about a snake of this species, one was previously filed for the one they sent before that also died. Since the death of this lovely little snake, we have acquired another from a local breeder, that is eating, and thriving in exactly the same housing, with the same care criteria as any other snake I have ever owned, including the one we acquired from Backwater Reptiles. Again, if they find it necessary I will dig up Twinkle Toes (I may be able to locate the first one as well though I am not sure in what condition it will be in, and send them the dead snake.I would like a full refund for the second snake, not because I don't deserve one for both, but because I am willing to split the responsibility after making the mistake of buying from them twice.Thank you

Business

Response:

If the customer can provide a copy of the veterinarian receipt showing the examination results, we can provide a partial refund for the snake. As we have stated, we ship hundreds of these each year, and rarely if ever have an issue. They are captive bred in a laboratory environment, and two in a row to perish is difficult to comprehend. We asked for pictures of the enclosure but none were provided.

Consumer

Response:

I am rejecting this response because:The photos of the enclosure were provided. Will be happy to provide again as the enclosure has not changed. Another snake (purchased elsewhere) is now living in it and having no issues. I agree, two dead snakes from the same source is suspicious. I can also provide the receipt from the vet. But I want full credit for one of the two snakes, as YOU extended your live warranty for two weeks after insisting the snake is fine and "just adjusting". The first one died a month after being here. I will take that loss. The second was not OK from the beginning of it's arrival and you were notified from the very second day, and just kept extending the wait time to pass the 7 days. Come to think of it, the 7 days should have been a warning sign, as you should be able to guarantee that 7 days after buying a live animal from you it will not be dead but I guess it is there for a reason. I have seen the many complaints against your company after I too realized there was a problem, and did further research on the reviews. So I would not say your sales are without incident.I will go have the receipt scanned and download a photo of the enclosure to include here and expect a full refund for the second snake.Regards

I love my new iguana thanks for the awesome reptile!

I got my three dragons and they were in perfect condensation and I couldn't be happier with them. The staff was very helpful and amazing.

Backwater is a very good reptile website to buy all types of reptile specis with quick return response to your e-mails of any question or concerns with your order and quicker response on when your order has been shipped with tracking number overall backwater is a rated 10 for a awesomeness place to order the best reptiles will highly recommended to anyone for high quality animals and best prices thanks again backwater family

I am very, very pleased with my cane toad and my reed frog. I was worried sick about them since a blizzard hit the day they were being shipped, and Fedex got delayed by a day. However, the two amphibians came in healthy and hopping, and they hardly seemed phased by the unusual shipping conditions. It's thanks to you guys, your quality animals, and your packaging that I was able to receive these critters without losing them. You helped me change my order as well, and you were very polite and courteous throughout the entire process. I will definitely be doing business with you again. I cannot thank you enough for my large, spunky cane toad and my beautiful reed frog. Thanks again!

I ordered a baby Mexican milk snake and two Russian Tortoises. They came quickly and on time. All three were very healthy and active. I had a few shipping and care questions. I sent them an email asking the questions and received prompt and great service. I would recommend them to anyone who is looking for a good Reptile and great service.

Dave

I just want to say that after ordering from backwaterreptiles.com I am fully happy with purchasing from them. I had seen negative things about them from various sources but after dealing with them personally I can say they are a great site to order pets from. I ordered a Brazilian horned frog and not only do they have the best prices, my frog showed up very quickly and in very great health. I just want to say thank you to backwaterreptiles.com for doing a great job and I have no problem with ordering from them again :)

This is a highly automated business with everything done by email. Do not expect to be able to call. I personally am fine with an automated experience and they did answer my one email promptly. Everything with the transaction occurs exactly as they described in the FAQ.

Our lizard arrived and was very healthy and alert. Definitely better than what I get at pet stores. I plan on getting my next pets from them.

This Company went overboard to help/serve me...I received my Taranula right on time and was in Perfect condition. Everything they said there do..they did. I will most definately buy again..
Thank You Backwater Reptiles [redacted]

I have to say that I never even heard of backwater reptiles tell I did some homework online I'm very impressed how thay run business very fast to write me back about my order thay have some of the best reptiles I have ever seen when I got my turtle from them he was very active health looking and very eager to eat right off the back first day I got him I have a lot of positive things to say about how thay run business thay definitely know there stuff about reptiles I ordered from LLL before it was a hit and miss but backwater reptiles just can't be beat thay truly are the best. Thanks Backwater reptiles looking forward to doing business with you soon again tell everyone about backwater reptiles

Review: I ordered a Bullfrog from the company. I emailed them about shipping and was informed that they was out of the bullfrog I had ordered and shipped me a pacman frog instead. Well when my shipment came in there was a pacman frog and a bullfrog. Only problem is the bullfrog was wrapped in a sack placed in Styrofoam and placed in a airtight box. I want my money back because I paid $60 dollars for the bullfrog and when it arrived he was DEAD. I ordered the frog for my daughter science fair project and I do not have time to wait for another bullfrog.Desired Settlement: I would like my money refunded. I ordered a live frog. Not a dead frog

Business

Response:

We shipped a bullfrog, which was healthy and strong, to this customer via [redacted] overnight delivery. The frog arrived DOA and we promptly, and at no cost to her, shipped what she requested as a replacement, which was a Pacman frog. That frog arrived alive.We actually made a huge exception for this customer, in that we didn't charge her the usual $39.99 for replacement shipping, as all reptile companies do. We shipped a replacement absolutely free of charge. I am shocked at this demand for a refund of the original order. We went above-and-beyond for this customer and she responds with a Revdex.com complaint. We cannot refund the original purchase, for obvious reasons. If she wants to ship the replacement frog back to us, we can process a refund of the original transaction.

Business

Response:

We shipped a bullfrog, which was healthy and strong, to this customer via [redacted] overnight delivery. The frog arrived DOA and we promptly, and at no cost to her, shipped what she requested as a replacement, which was a Pacman frog. That frog arrived alive.We actually made a huge exception for this customer, in that we didn't charge her the usual $39.99 for replacement shipping, as all reptile companies do. We shipped a replacement absolutely free of charge. I am shocked at this demand for a refund of the original order. We went above-and-beyond for this customer and she responds with a Revdex.com complaint. We cannot refund the original purchase, for obvious reasons. If she wants to ship the replacement frog back to us, we can process a refund of the original transaction.

Consumer

Response:

I am rejecting this response because: The so called replacement frog was sent with the bullfrog AFTER I had been told the bullfrog was out of stock and I HAD to choose a replacement frog. I had no clue 2 frogs was coming AT ALL. That was not my problem nor is it my fault. I only asked for the replacement because I was told THERE WAS NO MORE BULLFROGS IN STOCK AT ALL. I have all emails saved on that matter. As far as the bullfrog goes. It was placed in a bag with no air flow at all.

Consumer

Response:

I am rejecting this response because: The so called replacement frog was sent with the bullfrog AFTER I had been told the bullfrog was out of stock and I HAD to choose a replacement frog. I had no clue 2 frogs was coming AT ALL. That was not my problem nor is it my fault. I only asked for the replacement because I was told THERE WAS NO MORE BULLFROGS IN STOCK AT ALL. I have all emails saved on that matter. As far as the bullfrog goes. It was placed in a bag with no air flow at all.

Business

Response:

The customer ordered a bullfrog, which we thought was out of stock, but I found a beauty and was able to ship. It had air and heat inside the box, the same way I ship hundreds of packages each year. The frog supposedly arrived DOA, so we shipped a Pacman frog which was her second choice since we were now definitely out of bullfrogs. We shipped it free of charge, when she'd ordinarily need to cover shipping ($39.99). This customer is attempting to abuse the system and while we don't appreciate Revdex.com complaints, we cannot capitulate to this behavior on ethical grounds. She literally didn't even mention receiving the second frog, nor did she acknowledge the huge exception we made for her by shipping her another frog totally free of charge, including free shipping.

Business

Response:

The customer ordered a bullfrog, which we thought was out of stock, but I found a beauty and was able to ship. It had air and heat inside the box, the same way I ship hundreds of packages each year. The frog supposedly arrived DOA, so we shipped a Pacman frog which was her second choice since we were now definitely out of bullfrogs. We shipped it free of charge, when she'd ordinarily need to cover shipping ($39.99). This customer is attempting to abuse the system and while we don't appreciate Revdex.com complaints, we cannot capitulate to this behavior on ethical grounds. She literally didn't even mention receiving the second frog, nor did she acknowledge the huge exception we made for her by shipping her another frog totally free of charge, including free shipping.

Consumer

Response:

I am rejecting this response because: This business is a joke. I received the second frog at the same time as the big one. I was not shipped a new frog because the bullfrog arrived dead. I was shipped the pac man frog because I was told the bullfrog was out of stock. The frog did not have any air wrapped in a sack. I am not abusing anything. I have emails to support my statements. They don't have the same. It is a simple request and I do not care whether this business appreciates me contacting the Revdex.com or not. Facts are facts and I want my money back. I received a dead frog that I was told I was getting anyways because they did not have any bullfrogs

Consumer

Response:

I am rejecting this response because: This business is a joke. I received the second frog at the same time as the big one. I was not shipped a new frog because the bullfrog arrived dead. I was shipped the pac man frog because I was told the bullfrog was out of stock. The frog did not have any air wrapped in a sack. I am not abusing anything. I have emails to support my statements. They don't have the same. It is a simple request and I do not care whether this business appreciates me contacting the Revdex.com or not. Facts are facts and I want my money back. I received a dead frog that I was told I was getting anyways because they did not have any bullfrogs

Review: We ordered a snake from this company on Wednesday 5/20 and received the snake on Friday 5/22 morning. The snake was barely moving upon arrival and died minutes after opening the box delivered in. The snake had no way to breathe from the package it was sent, there were no breathing holes. We notified the customer service line, and they were not willing to help. After days of conflict, they informed us they would refund the money but not the shipping charge of $39.99. We trusted the company as they advertised, and they let us down. We do not want other people to be as let down as we were.Customer satisfaction was far from exercised on this order. We paid them for their product/service and they let us down. They guaranteed professional shipping, but send a reptile in a box with no oxygen holes. A poor reptile died due to their packaging as well.Desired Settlement: I would like my full refund. They owe us $39.99 for shipping a reptile that had no oxygen and died upon arrival. If this happens, then a company needs to refund full to the customer. We lost out on $39.99 by trusting them, and they lost nothing at all.This does not settle well with me and something needs to be done about it before it happens to someone else.

Business

Response:

We have no customer in our database named [redacted], or any customer with his listed e-mail address. Please provide an invoice number so that we can figure out what order this is in reference to, if it is a legitimate order. We do not tell customers we will do nothing, as this customer claims. We offer our best-in-industry live arrival guarantee terms, which every customer agrees to by clicking, "Yes, I agree to the live arrival guarantee terms" before an order can be placed with our company. Our guarantee is very clearly stated on our website's main menu, termed "Seven Day Guarantee," viewable at the following link: http://backwaterreptiles.com/guarantee/live-arrival-guarantee.htmlNo reptile business in this country refunds shipping on a DOA order. Shipping a live animal is a risk that both parties accept, and again, we explain the guarantee very clearly on our website. We state that in the rare case of a DOA reptile, we can refund the animal, less shipping, or we can ship a replacement if the customer would like to cover discounted shipping.We are quite surprised this customer is claiming we have somehow wronged him/her by not refunding the shipping charge. We ardently advertise our guarantee, and are very proud of it.Respectfully,Backwater Reptiles, LLC

Consumer

Response:

I am rejecting this response, because they failed to resolve my issue.My wife, [redacted], was the one who placed the order. The order was invoice number [redacted]1. It also has transaction ID [redacted]. It is one thing for a business to not accept refunds on shipping, but it is another to not refund due to poor packaging. The reptile we ordered had no air holes to breathe, and the website clearly states they have professional packagers. How do expect an animal/reptile to breathe without air? Our order delivered to us dead. It is the same as being delivered a defective item.I work in customer service, and we always credit 100% of an order if we make a mistake. If we have poor packaging, then we take full responsibility and make it right. We were willing to do anything in order to refund our money, and all Backwater Reptile did was argue against us being refunded. My wife was even willing to have another snake sent out, and Backwater said she would have to pay another shipping fee to send out a replacement snake.I am open for any more responses from them. Please let me know what next step would be. I do not want other people to get burned as we have. Instead of helping us get refunded, they decided to come to this.

Business

Response:

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

Consumer

Response:

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.

I ordered a bearded dragon for my daughters b.day and ended up getting a snake for myself both are eating and healthy arrived next day in good shape.some say they are not happy but thier gripes seem petty one guy said he was charged 39.99 for s and h the box said 15.00 but thats just shipping not handling they have to pay someone to pack and send the package right? grow up I will be a repeat customer I love my snake and my daughter loves her dragon thanks.