Backwater Reptiles

A family member ordered a chameleon from Backwater Reptiles for my birthday I spent a ton of money setting up the cage to chameleon standards: screen vertical cage, dripper, tons of vines and plants to climb on, the works The chameleon arrived extremely lethargic I spent three days trying to get it to eat and drink with no luck Finally, I took it to the vet The vet said it needed to be hospitalized or euthanized She also said that chameleons don't get that sick after one day of shipping She believed it had been sick long before it was sent to me After contacting Backwater Reptiles, they told me the breed that had be purchased for me (Graceful) was imported and may have parasites or other issues that they don't know about I honestly don't understand why you would even sell them in that case Or they should atleast mention that when you are purchasing the animal The chameleon has had to be given food and water through a syringe for the last few weeks until it built up the strength to hunt on its own again BR sent my family member a refund of the money for just the chameleon, not the shipping It's barely a chip in the grand scheme of the huge vet bills I've shelled out so far I would absolutely not recommend purchasing from BR Find a breeder near you so you can be well informed about the animal you are taking in and so it won't be thrown around in shipping

Backwaterreptiles.com is the best! The prices on their reptiles and supplies seriously puts all the [redacted] and [redacted] to shameThe only time I ever use a big chain pet store is if I need only one item and I can't wait for it to be shipped and it's affordable***This is rare, however [redacted] As far as buying my snakes and reptiles, along with their supplies, I always go to Backwater Reptiles first, because they not only have great prices, but they pay great attention to detail and really do care about their animals; this is reflected in the terrific quality of everything they sell!

This customer ordered 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 rangeWe have tried to work with her, even offering to re-ship her order again, and she could keep the roaches she receivedBut, 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 todayWe have politely requested the customer contact the Revdex.com to attest that her issue was fully resolved (free roaches plus a full refund)

Placed an order total was suppose to be $113xx and they are trying to charge me 184xx! Whats going on ? Too bad I have to write this review and if not coorected I will not accept the package ! I want a written verifacation they will coorect . Review the day I placed the order 05/09/19 at 7:06 p.M.

I received the most amazing bearded dragon!!! We love love love him! Excellent prices highly praiseHe was very tame and I could tell handled well

This is everything that is needed to show Backwater Reptiles is responsible for wholesale exoticsThe wholesale exotics website clearly states it is “wholly owned and operated by Backwater Reptiles.” This is located in the privacy protections section of the wholesale exotics websiteThis is clearly shown in the picture above and can be seen on the wholesale exotics websiteI have included my invoice with wholesale exotics and the order tracking sent by Backwater Reptiles

ILL NEVER WASTE MONEY AT A PET STORE AGAIN!!! Backwater Reptiles opened my eyes to what a reptile supplier really should beI ordered my reptiles on a Sunday and had them Tuesday morning!!! They followed through with every step promptly and exactly as promisedTheir customer service answered questions very quickly and were so friendly and informativeWhen I received my iguanas they were already so calm and friendlyNo "from the pet store adjustment period" you see all too oftenThe lizards let me hold them and even ate the first day I had themThe lizards had such vivid coloring and came with a healthy amount of weight to them alsoI couldn't be happier with a reticle purchaseI love these lizards and I love dealing with Backwater Reptiles!!!

Fast serviceBeautiful spiderGreat contact

I am rejecting this response because: please check under *** *** Thank you

Firstly, the customer is unfortunately being quite dishonest--we certainly would never assure a customer purchasing a wild-caught tortoise that it wouldn't have any internal parasites (all wild animals have them, and generally it's not an
issue)I went through each e-mail we sent to the customer (and she's been e-mailing us from three different addresses), and absolutely none of them said anything about no parasites--this is a blatant falsehood by the customerIn reiteration, we would never say a wild caught animal wouldn't have any parasitesI invite the customer to produce the e-mail they are referencing
Secondly, upon arrival on August 22nd, the customer contacted us via e-mail and said, "They've arrived safely!" (screenshot of e-mail attached)It wasn't until weeks later she contacted us to say she was at the vetWe do not cover vet bills, and we told her thisShe could have sent the tortoise back to us for a refund, but instead, she just made threats--specifically:
"I swear to you, I will post on every single reptile site about my experience with you if you do not make good on this."
She can still send the tortoise back for a refund if she would like, but again, we do not cover veterinary bills.
Respectfully,
Backwater Reptiles

When I ordered, and paid for my tree frogs I was given communication of my order and shipping information the entire time until I signed for and received my frogsI opened the container they were packed in and the frogs were healthy, active, and loved their habitatSince I have had my frogs, they are wonderful and still healthyI will recommend this site for anyone who wants to purchase a reptileThe personal at backwater reptiles are professional, keep the customer first, and deliver an exceptional productI am so pleased that I found backwater reptiles

I am rejecting this response because:
First, I received a confirmation of the order from the business on Wednesday not Tuesday (please see attached "backwater invoice")Their shipping policy states "orders on Wednesday will be shipped Thursday and received on Friday. The box was packed with the turtle knotted tightly inside a handkerchief that was then placed it sitting on top of the small plastic cup which was housing the frogsThis allowed the much heavier turtle to bounce up and down like a rock on top of a plastic cupPlease see the attached "jpg" files where you will notice that 1) one of the frogs was squished into the other right into the side of the container and 2) unless I have inch fingers (and or the box label is 15") you can see that the frogs were tiny (one of the frogs is approximately 2" and the other is clearly much smaller)In short, the business is negating to see their responsibility to ship/package properly and follow their own shipping policy (the invoice Wednesday at 12:50pm):
As far as the turtle; when you enter their website the turtle they are selling is listed as an Eastern Box Turtle it does NOT say hybrid (see page of the attached file "misleading 1") The picture they show is that of an "Eastern Box Turtle" not what they actual sell. When you then click on that listing to buy it you are brought to another page where an even larger photo dominates the page and the photo is that of an"eastern box turtle" (see attached "misleading 2") again the turtle is identified exactly as - Terrapene ccarolina - not "hybrid"The wording next to that prominent photo states exactly "We have some absolutely stunning captive born and bred Eastern Box turtles for sale at the best possible pricing" Neither myself or my children are experts in any of this - they went by the pictures and ordered itThe business is charging top dollar for captive bred eastern box turtles - they should be charging a severely discounted amount for the hybrid they sent (I am not even sure what the hybrid is?)
As far as me being difficult I couldn't have been nicerWe went round and round for days with the company ignoring any responsibility they have in this and just repeating their shipping policy Why don't they picture the hybrid turtle if that is what they so proudly and successfully sell all the time? Or change the wording to say "hybrid" in big letters right up front? To my children a turtle is a turtle and so I was willing to accept the rip off and only asked that they replace the frogsAnyway, I was neither rude or difficult it was the business that wrote a stinging email to me calling "Unethical and Dishonest" (please see attached labeled "official response") literally threatening me with collections (when they were paid in full) because I wrote to you, as well as, paypal seeking help.
I still seek a full refund on the frogs (I no longer want replacement from this business)I acknowledge that they will accept the turtle back - and they continue to ignore my request/repsonse to "please send a prepaid shipping label and instructions on how to properly ship it back" (I certainly shouldn't have to eat $to ship back something so misleading - and I don't feel comfortable wrapping it back in that handkerchief (it is filthy) nor leave the turtle to bounce around in the box).
I am even willing, since my children like the turtle, to eat the $dollar bait and switch if the business would 1) just tell us what the turtle is hybrid with and 2) change the pictures/wording on their website so that nobody else goes through this

On 06/23/16, we received the following message from the Revdex.com: We notified *** *** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.”
We stated in early June that this customer received their order in December, and did not contact us until February, saying one of their reptiles was passingWe have the longest guarantee period in the industry, a full seven days past arrivalThis customer contacted us several weeks after arrival, and of course, anything can happen in several weeksAnimals can obtain worms from tap water, ingesting live insects, etcWe simply cannot guarantee an animal two months after arrivalWe know it's difficult when an animal passesThank you,
***
Backwater Reptiles

We have no customer in our database named *** *** ***, or any customer with his listed e-mail addressPlease provide an invoice number so that we can figure out what order this is in reference to, if it is a legitimate orderWe do not tell customers we will do nothing, as this
customer claimsWe 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 orderShipping a live animal is a risk that both parties accept, and again, we explain the guarantee very clearly on our websiteWe 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 chargeWe ardently advertise our guarantee, and are very proud of it.Respectfully,Backwater Reptiles, LLC

Please review the attached screenshotThis is not what the complaintant is producingWe 100% own the copyright to this photograph--we took it ourselves

I ordered two turtles from backwaterreptiles.com and they came extremly quick and healthy! These guys also offer some of the best prices too!

This customer placed an order on December 15th, 2015, and her order was promptly shipped and delivered per the shipping scheduleWe are just now hearing from her that her lizard has perished, which is months past deliveryWe still made an exception and offered her the live arrival guarantee,
even though we're months past arrival and she refused to provide pictures, per the terms of the guaranteeThis customer provided her digital signature when she ordered by clicking, "Yes, I agree to the live arrival guarantee." This means if a lizard should happen to arrive DOA, we offer a refund of the price of the lizard, or the customer can cover the shipping and we'll ship a free lizardThis is the standard guarantee throughout the entire industry, and our's is the best, as we also offer a full week of coverage after arrivalThis is all prominently displayed on our website, with a bold link on every single page entitled, "Seven Day Guarantee."This customer is upset, months after delivery, that we are only offering the standard guarantee, despite the notion it expired in DecemberThis complaint is almost difficult to comprehendThanks,
Backwater Reptiles team

amazing people great serviceand quick deliverythe spider was very healthy and looks amazing
couldn't be happier
will use again and againand I recommend them to anyone else

I got my strawberry pacman frog today in the mail and I absolutely love her she shipped right in the time they said she would and she makes a great new addition to our home!

After checking our database back several years, we have no customer named *** ***Please provide an invoice number or a copy of the invoice so that we can properly respondThank you