Backwater Reptiles Reviews (%countItem)
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Backwater Reptiles Rating
Address: 5406 Crossings Dr Unit 102375, Rocklin, California, United States, 95677
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I ordered feeder insects from this company on February 28, 2018 at 11:15am, with a 2-3 day delivery guarantee. When several days passed, I sent them an email asking where the order was. I was assured that it would be coming that very day, but that never happened. I emailed them a second time several days later, and got another response that didn't answer any of my questions and didn't tell me when the order would be coming.
It's been 9 days since I submitted my order, and with the unprofessional and casual responses I've gotten from the employees I decided to turn to the Revdex.com to find a concrete solution.
We have processed a full refund and you were e-mailed a copy of the receipt.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and I find that this resolution is satisfactory.
I purchased an animal (invertebrate) from them for my high school biology class. The animal that I received was in excellent condition. Customer support at this company is superb: all my emails were answered promptly and thoroughly. I will be recommending this business to all my fellow educators.
I ordered a ball python from backwater reptiles. Upon arrival we quickly noticed there were several tick size bugs interesting the snake, which we removed. I immidiatly notified the company about the bugs on the snake. 4 days later they responded asking for pictures of the bug which I sent. I saved one the bugs. After several emails they said they were unable to confirm from the picture if the snake had mites. Clearly the bugs are tiny and difficult to identify in a picture. They offered no other help or information. 2 days later the snake died. During the 6 days we had the snake we followed vet recommend procedures to treat the snake for mites. The snake was also voiding excessively which had a very strong odor. The snake was clearly shipped sick and infested with bugs. When I contacted the company to inform them the snake had died they offered to send a new snake as long as I pay the $40 shipping fee. Which I was unwilling to pay. They stated I agreed to there terms,...no where in there terms does it state I would pay shipping to cover the cost of an I'll bug infested snake they knowingly shipped. After 2 days of emails back and forth with them they agreed to send a new snake and cover the shipping only after I told them that I had looked at reviews and reports on there company in the Revdex.com site, and after reading so many reports of sick dead animals and even ones covered in ticks and sick with parasites, I told them I'm not willing to risk another sick animal being sent it's neglectful on there part and I don't want to condone it. I again asked for the refund of the snake and the shipping. They knowingly sent a sick snake. They are refusing to refund the $40 shipping at this point.
Hi there,
Your Ball python was refunded previous to this complaint. Our customer service team worked with you even though your photos were Photoshopped.
Best regards
Received two dead frogs and they won’t honor live guarantee or their 7 day guarantee
The temperatures on the day of delivery reached -14F, and our Live Arrival Guarantee is null and void if local temperatures dip below 40F. So, 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 order. We instruct customers to order at their own risk if their temperatures are low. We 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.
I am rejecting this response because:I also paid for overnight shipping. You are getting a refund because it was five days late. Had they arrived overnight like they were supposed to they would be alive. Pet stores ship reptiles all the time and they live. It was beyond my control the shipping was severely delayed. With what I paid it should have been insured.
This was sent to me by our *** representative, reaffirming *** adjusts guarantees during the holidays, which is understandable given the volume. This is an annual policy:
***
The *** Money-Back Guarantee will be suspended on the following dates:
• Tuesday, Feb.14, 2017, and Friday, May 12, 2017, if the delivery was made within 90 minutes of the delivery commitment for the selected service and destination.
• Wednesday, Nov. 22, 2017, for shipments that reach their destinations within 90 minutes of the scheduled commitment time.
• Monday, Dec. 18, through Saturday, Dec. 29, 2017, for shipments delivered by the end of the day on the published delivery commitment date for the selected service and destination.1 This applies to the following ***® services:
• *** First Overnight®
• *** Priority Overnight®
• *** Standard Overnight®
• *** 2Day®
• *** 2Day® A.M.
• *** Express Saver®
I am rejecting this response because*** personally told you are getting a refund
I purchased an emporer scorpion. I received an Asian forest scorpion.
This customer has never ordered from us (Backwater Reptiles, Inc.) but instead ordered from a company we used to own called Wholesale Exotics. It's an entirely different company and has nothing to do with our business. The customer e-mailed us about it, admitting as such, and we informed him that he'll need to contact Wholesale Exotics directly.
We're attaching a screenshot of an e-mail he sent us saying he ordered from Wholesale Exotics.
I am rejecting this response because this is the same business. It clearly states on the Wholesale exotics website that it is owned wholly by Backwater Reptiles. This is written clearly on the privacy protection page. The reason for this page is to protect consumers if something like this should happen.
This is everything that is needed to show Backwater Reptiles is responsible for wholesale exotics. The 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 website. This is clearly shown in the picture above and can be seen on the wholesale exotics website. I have included my invoice with wholesale exotics and the order tracking sent by Backwater Reptiles.
As I said, we do not own Wholesale Exotics any longer. We have asked them to remove the logo stating it is a division of our company, but they are not quick responders as you may have discovered.
It's amazing you can file a Revdex.com complaint against a company that's not even involved in a transaction. This is getting ridiculous. Please e-mail them, not us.
I purchased a tarantula from this company last week. I have done business with the company before and their customer service has been going downhill. I requested a replacement under their guarantee and they have been jerking me around for several days and now they're trying to tell me that it was weather related. The tarantula arrived fine and lived for a few days, ate, and did everything like it was supposed to do. I went down on December 15th and the spider was dead. It did not do the standard "death curl" so when I pulled it out and took a pic for the guarantee, they told me it didn't look dead and to give it a few more days. I checked back in repeatedly and finally got an email back today asking me to send a pic of the dead spider again with my name and date on it for the shipping manager to send another one. To quote from the email, "I do apologize for any inconvenience, but because your last email with the photo was sent several days ago, my shipping manager has requested an additional photo of the deceased spider on top of a piece of paper with your name and today's date on it.". I did exactly as they asked and when I did it they sent back that they won't replace it under standard guarantee because the weather in my area on the day of delivery was under 40. I'm not quite sure where they got that considering it was 43 that day. I recall it was a warmer day because I only wore a hoodie to work. It got cold again for two days after that and we have now been in a warming trend. This company is just jerking me around because they do not want to honor their guarantee.
's tarantula was delivered on December 12th, 2017, per our shipping schedule. His local temperatures on that day, according to the Weather Underground's almanac, dipped all the way to 17F. Screenshot 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:
At no point that day did we get down to 17 degrees, they are simply using a generic high/low average for their argument. Setting that point aside, the tarantula arrived fine and at NO point was it outdoors except to go from the UPS truck to my wife hand. My wife even commented that the package was still warm from their shipping warmers. The tarantula was then taken to a temperature controlled terrarium where it stayed in it's shipping vial until I got home. The tarantula was then introduced into its small space terrarium where it did just fine for a couple days; it ate and acted like everything was fine until the morning it was discovered dead. I have had similar issues with this company in the past and I tried to give them one last chance but they are still the wrong company that doesn't do the right thing. There are many complaints on the Revdex.com site, their *** site, and many other sites that show this same behavior from them. I simply want to get my money back and move on from this company and never do business again
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 terms. If temperatures dip below 40F, the guarantee is null and void. This is the same guarantee all reptile companies in the USA have in their terms--it's very standard.
I am rejecting this response because:
As I have stated before, and this company admitted in their own reply; they are basing their argument on an average. They clearly said they got temps for my zip code, which is an average. I can go to the local news websites and pull temperatures for that day and they are different than whatever website they are using.
If someone at the Revdex.com were to go look, there is a pattern of this behavior with this company. They rip off hundreds of people each year and it can be seen on their social media sites, the Revdex.com complaints, and several other websites out there. They will do everything they can to avoid refunds, or replacing dead animals.
Kind of annoying that not only at the time I purchased the snake did they say the snake was still on sale, but it was the same way the day they told me that they didn't have the snake I wanted in stock, then tried to sell me a more expensive breed. All after charging me for the initial purchase, so now I have to wait until they refund me before I can look elsewhere for the snake I want. Won't be shopping here again.
They sent me a half dead tarantula and it died today. (Two days after I got it in the mail) and they wont email me back about a refund that they say they guarantee. Watch out these guys are evil!
Backwater Reptiles advertises a “7 day guarantee “ but they void that guarantee for a number of reasons. Our Tarantula arrived dead- it had clearly been dead for some time (was already decomposing)
You have to be present at home on a regular business day to accept delivery. They do not give you an approximate time. If you are not physically present the guarantee is void.
Basically, if you do
Your research as I should have you see that this company has many many dissatisfied customers.
Everything happened as advertised. Ordered on Monday, shipped on Tuesday and delivered on Wednesday before noon. Animals were well packaged in box reinforced with styrofoam and newspaper to keep them from bouncing around. Animals were together in a mesh baggie.
Upon arrival, they were cold (a hand warmer is provided as a heat source in transit). Both animals were up and about, exploring their environment within a half hour. Both were eating within an hour.
Perfect experience. Couldn’t ask for better.
I ordered two gecko's from this company. They charged me right away. I only received one email that the order was placed. I emailed them personally several times. Then I went to their website to email them. There is no phone number on their site. They never messaged me back in any way. I did not receive my animals. This IS NOT a reputable company. They have many terrible reviews from dead animals to countless people not receiving their orders. I should have read reviews before ordering. I would never recommend them to anyone.
I ordered a tarantula from their website and there werw different sizes such as 1/2 inch leg span, 3 inch leg span and 4 inch leg span. I ordered the Spider with the 3 inch leg span, thinking I was going to get a spider wit legs thay are about 3 inches; which I also paid extra money for. When the spider arrive, it was a small spider with a body including legs almosy 3 inches. I have been trying to explain to them via email that I did not get a spider with 3 inch legs but a spider that was only 3 inchs which is NOT what I paid for. They gave me a spider witj 1/2 inche leg span. I even sent them a picture with a measuring tape, measuring the spider at 3 inches and legs at 1/2 inch. They are scam artists amd I want my money back! Im sick of.dealing with these people because they can't seem to understand the false advertising they have on their websitea
Greetings!
We sell many of the 3-inch tarantulas you purchased and we don't receive complaints. Perhaps you were not aware that in the tarantula industry, a "3-inch" tarantula doesn't mean 3-inch legs. It means, for visual example, if you pressed a tarantula between two panes of glass, you'd measure from the tip of one outstretched leg, to the opposite tip of the exact opposite leg diagonally.
Regardless, the tarantula you received is a very popular seller for us so if you'd like to send it back to us we can refund your order. Our address is:
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. I am accepting this response because I spoke with someone that has explained it to me in a more professional way. This 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.
There have been many issues associated with my order-for instance, I ordered a single emperor scorpion last on a Sunday the 13th. As it says on their website, it will ship the next day, and arrive the next morning. I hadn't received any shipping information regarding my order the day it was supposed to have shipped, so I had contacted their team. I was told that they DIDN'T ACTUALLY HAVE any emperor scorpions in stock until later in the week-this should have been listed on your website, as it had said that an order placed would arrive two days after ordering, which wasn't the case. This concerns me, as if I hadn't emailed to try and gain contact, the shipment would have been denied because no one would be there to sign for the package. So I had asked their representative to please send the shipment the following Monday (8/21) for arrival BY 10:30 the next morning, which I am grateful for, as I have a demanding work schedule. However it didn't actually arrive until two days later. I could understand a couple hours of delay due to unforeseen circumstances, however having the shipment be a day late-this is not in the animal's best interest, as the animal will be in transit for another unnecessary day. This is very concerning to me, and I hope for the animal's safety as shipping is incredibly stressful for any animal. I'm not sure if they had used a live animal-friendly shipping method, but this is unacceptable. I had paid for next day shipping (standard overnight, as it shows on their website), and had not received what I had expected.
I hope to not encounter these issues in the future.