Backwater Reptiles

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meI am accepting this response because I spoke with someone that has explained it to me in a more professional wayThis company has LOTS of complaints about not selling people what they paid for and I will not be ordering anything from them again due to such a stress time trying to deal with these people

Hi [redacted] ,We don't ship out sick animals--that benefits no oneWe breed box turtles successfully and you purchased one of our adult breeders--one that we have had for several yearsThe last contact we had with you was a month ago on April 11th, when we refunded your turtle several weeks past delivery, which was an exception we made for you as we only guarantee animals for seven days (the longest guarantee in the reptile industry)Best regards

This complaint is rude, vulgar, inaccurate, and dishonestWe use strict shipping methods endorsed, approved, and certified by FedExToo many air holes during Wintertime are dangerous as they allow too much temperature exchange in frigid weather--this is right in FedEx's live animal shipping manual, and a customer misconceptionPlenty of air gets in through the styrofoam insulated wall joints, this has been studied extensively.This customer claims we said, "Shut up" in an e-mail, which is a blatant falsehood and one that we would sincerely like to see a screenshot of--how utterly dishonestWe are always here in the event of a customer issue, and no e-mail is ever in our inbox longer than about hours, Monday through Friday

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 dollarsI have proof pictures and emails

I am rejecting this response because: the blackwater company sent the two gators in the same boxAfter they been delivered I separated them and place them in filter water tanks that were used to raised sea horsesThe water could not be contaminatedThe 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 helpI even included pictures of the LIVE WORMSThey responded after a week just saying to use panicure medicine Unfortunately it was way too lateThat gator from the beginning of delivery was mellow than how a baby gator will beAfter a couple of weeks the other gator died alsoIIt is unfair that they were delivered in the same box and they were contaminatedIt 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 acceptableI will like this investigate itThank you

I would like to update my complaint to read the following This was by far the worst experience that I have had with any reptile breedersI ordered a small starter colony heat pad and feeder roaches to start a colonyQuickly, Backwater Reptiles sent me a tracking numberHowever, the tracking number never showed an order shippedI returned home one day to see that a package had arrived, the day before, while I was goneI checked the tracking number and it still showed that nothing had been sentI opened the box and 1/of the starter colony was deadI was missing the feeder roaches and the heat mat was brokenI emailed backwater reptiles to get a unhelpful customer service person named [redacted] who told me that she could not do anything and that anyone who could was goneShe assured me that the package was shipped and that the incorrect tracking number did not matterMy order has still yet to be fixed and has taken times the amount of time assured only to accomplish nothingBackwater Reptiles has been of no help and does not care about the satisfaction of their customer only that they are able to steal your moneyWith their lack of customer service, unwillingness to remedy issues, lack of care and horrible shipping conditions, I will never again order from backwater reptilesThe owner of the company has decided to email me backInstead of merely trying to remedy the issue, he decided to insult me and call me an"Angry man"This business does not care about customer relations and should not receive business from anyone who wants animals that are treated well in shipment, appropriate customer service, adequate shipment information, remedy of problems if they may occurIssues at hand1) Poor Customer Service/insults given my [redacted] the owner of Backwater reptiles2) DOA roaches in my starter colony3) Missing order of Egg Crates4) Missing Order of Feeder Insects 5) Broken Heat mat

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 COLLECTIONSreally? I cant control whether or not they send me a correct orderthey should know what they send is correctif 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 happenedthis company is so shady and I don't trust them at allso I am not comfortable closing out claim until I am fully refunded when permanent credit has been posted, I will close the claim

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

Good afternoon I see that I can not resolved the problem they want me to pay again and I paid already either my money or my pumpkin patch spider

I am rejecting this response because: this is simply about not receiving a tracking number when I was told I would receive one in my order confirmation email. I do not see anywhere that tells me feeder insects do not receive one except in the FAQ page which I feel is unacceptable. The seller keeps claiming this information is everywhere and it simply is not. I had to search for any information about why my order would be different and only stumbled across it in the FAQ's page. I have since contacted the business and been inappropriately and rudely dealt with. I have also been offered and accepted a partial refund but as of yet have not received it. In fact I am now being completely ignored. I wish to receive my partial refund of $25 so I can no longer have anything to do with this terrible business that treats me, a customer, so rudely.

This customer placed an order for insects, which was shipped in accordance with our shipping schedule, shown on many pages of our website, via USPS Priority 2-3 day delivery. The insects were delivered per our advertised terms, and the customer didn't check her mailbox for four days (her words). The... insects, needless to say, were dead. We have the best/longest live arrival guarantee in the industry. This customer's temperatures completely voided the live arrival guarantee, since they fell far below 40F. This is advertised on every single page of our website, on the insect page she ordered on, and we have her digital signature accepting the Live Arrival Guarantee terms during checkout. We made an exception and offered to re-ship the entire $50 for $19.99, which she aggressively refused. She is now claiming that this is our fault because she did not receive a tracking number.

Thanks [redacted] the problem is resolved thanks again

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)

This customer did place an order then later contacted us to refund itWe had at least e-mails back-and-forth with her, so it's odd that she would've filed a Revdex.com complaint rather than simply e-mailing us to mention she hadn't seen the refund hit her statementOur newest employee had been communicating with [redacted] , and simply did not process the refund correctlyI have gone ahead and refunded the order just now, so the customer will see the credit hit her statement within 2-business days.Still somewhat baffled on this one--we were even wishing each other Happy New Year in e-mails with this customer, and our response time was very quickThe customer has been emailed a copy of the refund

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

Hi [redacted] ,Your replacement supplies shipped already, per our notification e-mail, and they should arrive to you by Thursday [redacted] , one of our customer service reps, e-mailed you on Monday (yesterday) to let you know thisWe test all heat pads prior to shipment, so how your's arrived in non-working condition is puzzlingWe cannot refund you as your order already shippedIf you want to return it to us once you receive it, we can process a partial refund for the products you kept, or you can put all the supplies and roaches into the box for a full refundWe're disappointed to hear you're not pleased with our serviceI'll e-mail you the USPS tracking number via e-mail by the morning

I am rejecting this response because:I contacted Backwater Reptiles about this issue immediately, and am pursuing further action now because I was not satisfied with the response I previously receivedI have attached my full correspondence with the customer service representative I spoke with the day I got the dead animalI promptly complied with all requests made by them, included all pictures asked, and responded within hours of the lizard arriving at my houseI have re-attached my full email correspondence to this message as well to prove this factThe replies sent to me by the customer service representative were unprofessionally written and the requests for my personal credit card information of an unsecured email came off as a scam, at bestEmojis when I was distraught about a senseless animal death are uncalled for and unnecessary, and are all present within the attached file.Thank you

I am rejecting this response because:The snakes had Full Body Inclusion Disease, something that originated from their source and didn't have anything to do with the temperatureI can provide our veterinarians guaranteeI still have all of the e-mails that will show that I most certainly did not send e-mails like you are describing, nor did I ever post to your facebook pageI was very concerned with the state the snakes arrived in (besides FBID, they were malnourished and severely dehydrated) and requested to talk to someone or get a call just to have my concerns put at easeMy request was ignored and then after I asked again deniedI also explicitly stated that I did not want to yell at anyone, I just wanted to express my concerns for the health of the animalsAgain, they would not cooperateAt this point I did become frustratedI am an animal lover and the thought of unknown numbers of reptiles possibly being held in awful condition breaks my heartI find it entirely wrong to suggest that you did me a favor by refunding the money; I agreed to your live arrival guarentee under the impression that the animals would at least have a chance at life before being shippedThe poor condition of the snimals and their illness was the cause of death, not the temperatures hereI asked for shipping back because I essentially spent $to have two half dead snakes shipped to me only to die within hoursThat's a waste of money and if I had any reason to believe that the fault is on my end I would never have asked for a refundI am not a bad person trying to bully someone into giving me free money; I am under the impression that you are fully aware that they were in this conditionI also received several threats from ' [redacted] ' in extremely rude e-mailsMy intention with this complaint is to hopefully have someone investigate the well being of the animals you are sellingI am concerned that they are not being taken proper care of and could be sufferingI also don't find it okay that you are now lyingI have proof, I never sent any all caps e-mails nor did I once curse at youI'm not a child, I have mannersThere are countless complaints of your animals arriving dead or nearly deadYou've also been caught falsifying positive reviews for your own businessSomeone needs to check on the safety and health of the poor animals in your care

This customer has never ordered from us (Backwater Reptiles, Inc.) but instead ordered from a company we used to own called Wholesale ExoticsIt's an entirely different company and has nothing to do with our businessThe customer e-mailed us about it, admitting as such, and we informed him that he'll need to contact Wholesale Exotics directlyWe're attaching a screenshot of an e-mail he sent us saying he ordered from Wholesale Exotics

We have processed a full refund and you were e-mailed a copy of the receipt