Backwater Reptiles

Ordered turtles and am so pleased with themShipped quickly and turtles were in good shapeSo happy to deal with this company

We have been selling hybrid Eastern box turtles for many years, and have never once had a situation like this whereby the customer claims it was a "bait and switch" or "misleading." It's all quite clear on our websiteWe sell Eastern hybrids, because that's what they are, Eastern hybrids"Hybrid" means they are mixed with another species of box turtleSo, a mix of Eastern x three-toed, or Eastern x ornate, or Eastern x existing hybrid.
Ordinarily we would make an exception for a customer who was polite, but when customers are aggressive or accusatory, we tend to stick by the terms the customers all agree to when placing an orderThis means when the customer missed the delivery and the frogs had to stay on a hot truck for several more hours, the live arrival guarantee is voidedWe cannot refund the frogs that arrived DOA due to this customer's negligenceAdditionally, this customer has unethically filed a claim with his payment processor and is attempting to get all his money back while keeping the animalsDishonest to say the least, but we do see this type of behavior occasionallyWe are still willing to take the turtle back and refund the payment, despite this customer's ethicsWe will not however pay for the return shipping, as we shipped what the customer ordered, per the screenshots we provided of his invoiceThank you!

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

The temperatures we pulled from *** *** are actuals, not averages or estimates, for the customer's delivery zip code (screenshot attached)The live arrival guarantee is based upon temperatures at delivery, per our website termsIf temperatures dip below 40F, the guarantee is null and voidThis is the same guarantee all reptile companies in the USA have in their terms--it's very standard

Our Mali uromastyx picture is copyrighted by our business, and was taken by our business photographer

*** ***'s tarantula was delivered on December 12th, 2017, per our shipping scheduleHis local temperatures on that day, according to the Weather Underground's almanac, dipped all the way to 17FScreenshot attached. Our live arrival guarantee is completely null and void when local
temperatures dip below 40F, as is listed on our website on every single page on the top menu ***)Each customer must click, "Yes, I agree to the Live Arrival Guarantee terms" before an order can be submitted successfully to us. We are attaching a copy of his invoice showing the delivery zip code for temperature verification purposes.Best regards,The Backwater Reptiles team

I am rejecting this response because: it is not satisfactoryI'm not sending you one more penny! The animal wasn't healthy to begin with, anywhere else we have purchased geckos has a day guaranteeWe tried to give the little guy time to acclimateWe have several thriving geckos and this was not a $animal! We want a full refundThank you!

I have done business with Backwater Reptiles and have nothing but positive thing to say about the company The price was great and my purchase arrived on time and was in very good health I would not hesitate to purchase from them again in the future

I am rejecting this response because:The photo is 100% identical. It is My photo that Backwater Reptiles LLC has used WITHOUT MY permission.I am the true owner of the photograph and I have legitimate copyright per the Digital Millenium Copyright ActYou do not.I have provided the Revdex.com with documentation.I request that you REMOVE my photo from your website and all other marketing, advertising and promotional materials.Thank you

I love my new pixie frog no problems and healthy thank you so much A++++++++++++++++++

What could have been a stressful situation was a very positive first experience with ordering live packages online, thanks to Backwater ReptilesMy Razorbacked Musk Turtle hatching came to me lively and started eating right away

I am rejecting this response because:I place a order of gecko which total $with shipping in Oct-27.The shipping cost is $and it promises it will ship by Nov-1st morningThey miss the promised delivery deadline.They try to deliver Nov-but I was out of town already. The package needs to get sign off and I could not do. Eventually it got ship it back to them. My merchandise costs $and the delivery cost $and they have days to deliver and they are able to miss the delivery dead line.This is unacceptable

I would just like to say that I have done business with Backwater on three different occasions and every time I have had a great experienceI just got my beautiful Jungle x Coastal Carpet Python in today and she looks absolutely amazing! I would like to express my thanks to all of the Backwater staff, especially ***She kept me up to speed on the entire process and made the overall experience very pleasantTHANK YOU ALL SO MUCH FOR THE BEAUTIFUL SNAKE!
Very Respectfully,
*** ***

We received a new addition, baby sculata tortoise! She was shipped
Over night and was received on timeShe's adjusting to her new habitat, walking around, grazing and being sweet!
Thanks back water!

I am extremely happy with backwater reptiles companyAll of my critters have arrived healthy and happyAnytime I've ever had a question backwater has been happy to helpShipping is always been prompt and on time they always package the animals with care & and heating padsWhich is important I live in Alaska
Thanks again to everybody at backwater reptile from my family deeply..!!!!!!!

The temperatures on the day of delivery reached -14F, and our Live Arrival Guarantee is null and void if local temperatures dip below 40FSo, this was well below our threshold--the same threshold that every live reptile company in the country has (40F)Our guarantee terms are linked to prominently
on every page of our website, and the customer clicked, "Yes, I agree to the Live Arrival Guarantee terms" before he placed his orderWe instruct customers to order at their own risk if their temperatures are lowWe are attaching screenshots of the order, the historical temperatures on January 2nd for his zip code (***), and an e-mail we sent when his order shipped explaining that the guarantee was voided if temperatures dipped below 40F

Fantastic experience The personnel were knowledgeable and extremely eager to answer my questionsMy turtles arrived in great condition and they were obviously packed with plenty of tender loving care By the way Backwater Reptiles prices are more than competitive

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
Finally they have refunded what they should of at the outset

I ordered turtles from Backwater Reptiles, LLC and they arrived in two daysThey were all active and in good healthI would recommend this business to everyone
Thank you for the good service!

Hi there,
That's actually incorrectWe don't guarantee delivery by a certain time because we cannot control FedExWhat we can guarantee, and what we do guarantee on our website, is that we pay for FedEx Priority overnight delivery which they (FedEx) often guarantee to arrive by 10:30am, but not in all areasIt's the fastest shipping method possible, and what's required with live reptile shippingWith that said, I can make an exception and split the difference with you, so we could refund $of the shippingLet me know if that interests you