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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My hatchling lived 6 days and died. Customer service stated the Live Guarantee 7 day extension is also void due to temperature which apparently applies not just to DOA, THEN OFFERS AN OPTION FR A REPLACEMENT ANIMAL. I REQUESTED A STORE CREDIT NOT A REFUND, BUT THEY ARE WILLING TO SEND ANOTHER HATCHLING IN THIS HEAT AFTER CLAIMING THAT IS THE CAUSE OF DEATH FOR IT LIVING 6 DAYS. MAKES NO SENSE.
Also the link provided for thr live guarantee terms did not match the terms screenshots and sent by customer service. Very dissatisfied.
WILL NEVER RECOMMEND BACKWATER.
I ordered a tarantula from Backwater Reptiles which they have a 100% live on arrival. when I received my tarantula it was dead. I went through all the procedures the company asked so I could get a replacement or a refund. I was told they would not give me a refund and I had to pay for a replacement.
This customer is leaving out vital information on this "Concern". Before shipping his live animal, we contacted him and informed him the temperature in his area is very hot. We recommended to have the package shipped directly to a Facility Center for direct pick up as additional measures in keeping the animal safe. He refused to allow us to ship there to which we (clearly) informed him that in doing so, this will be voiding the Live Arrival Guarantee Terms that he agreed to upon ordering with us. He was well aware before we shipped the order that his Terms were no longer valid. When his animal arrived deceased, we still offered to help him as a gesture of compassion. While a refund option was not available due to his voided Terms, we said we would gladly work with him on a replacement if he were wanting to try again. He refused our option which we understand and then informed him the offer is still open if he changes his mind. Regardless, his Guarantee Terms are voided in full therefore again, he is not entitled to a refund at this time.
I am rejecting this response because: the company asked if I wanted to change shipping without letting me know it would void warranty until after they made the change, once they notified me this would void the gauruntee I asked for them to ship accordingly so I could maintain the warranty. The people are scammers that do this to multiple people every day.
Very happy customer, received my package right on time! Will shop again and will recommend to all my friends!
I ordered 5 frogs from Backwater reptile, 1 arrived DOA, they offered a refund or replacement and I pay half the shipping, I took the replacement and added another to my order. I was instructed to place the frog on a paper on its back with my name and date on it, which I did. They accepted this and made the order for the replacement and additional frog. Within the next 3 days I lost the other 4 frogs to red leg disease. They asked me to put the frog on its back with my name, date and take a photo, I did with all 5 frogs as they died. They finally wanted all 5 frogs in one photo, I only had 4 because I threw the first one away since they agreed to replace it for free. I sent them the photo of the remaining 4 and they said they’re not going to refund me for the 5th since I didn’t have the body even though they agreed to replace it and already accepted the DOA. Why keep a decomposing slimy frog? I only kept the other 4 because they didn’t reply due to the weekend and I wanted as much evidence as possible. They refunded me 4 frogs from the order, gave me half my shipping and the extra frog that was in the order for the replacement frog that was coming. They refuse to pay me the $39.99 for the first frog that was being replaced, then after many emails of them trying to trip me up with wordplay they admitted they received photos of all 5 frogs but still refused me my payment for one of them back. They literally went back on the email where they stated they would replace or refund it, then they got rude and tried to make it look like I was the one not understanding their own posted terms that they violated and literally told me they were done communicating with me.
All the proper refunds for this customer have already been issued (with no delay). He claimed to have (1) deceased Frog to which we offered a refund or replacement. He then chose the replacement option ($24.99 charge for shipping) and added on an additional Frog ($39.99) for a total of $64.98. Over the weekend he claimed to have more deceased Frogs to which we asked for one picture showing all the Frogs. He sent over a snapshot of 4 deceased Frogs. He was then provided the same original options of a refund or replacement and opted for a refund time. Therefore, he was refunded for 4x deceased Frog as shown in the picture. He requested to cancel the replacement order to which we did and then refunded the $64.98 as well. This was explained to the customer through various repetitive emails however he still could not seem to fully understand therefore there was nothing further for us to discuss. Again, he has received all proper due refunds and there is no further action needed on this case.
The customer originally had 1 DOA Frog and sent a picture of 1 Frog. Then over the weekend stated all the Frogs were deceased. When asked for a picture of ALL the Frogs, he only sent a picture of 4x Frogs. We can only assume the first DOA Frog was included in the 4x Frogs picture. This customer is stating he has 5 deceased Frogs however the only picture he can provide me is of 4 deceased frogs all together therefore we can obviously only refund those 4 deceased Frogs. I'm unfortuantely, not sure how else I can further explain this to the customer. He was provided all due refunds for the Frogs that he provided proof of. Hopefully this makes more sense for everyone.
I am rejecting this response because:I provided dates and times like you asked on all frogs. Accusing me of lying is ridiculous. You know your in the wrong. I want my other $39.99. Businesses don’t work on assumptions they work on their guidelines which I followed. I will attach pictures of all 5 dead frogs as they asked before they made up new guidelines to prevent them from giving me my refund and stop saying you refunded me all my money, we wouldn’t be doing this if you had.
We placed an order with this company on June 26th 2020. Our live animals were to be shipped out on Monday June 29th 2020. We were never contacted by the business until I contacted them on the 29th for a tracking number. They said it was held for some odd reason and asked for pictures of my drivers license and pictures of the credit card. We contacted my father in laws credit card company and they said absolutely not to send that information. This is definitely fraudulent activity on the part of the business who was paid 50.00$ to ship these animals.
This is very shocking to hear. We would like to report this customer's accusations as defamation and slander in regards to the credit card fraud he is falsely accusing us of. This customer placed his order with incorrect information which therefore trigged an automated processor that detects Fraud. We asked him if he wanted to attempt to verify his information he already put on his order (as we do with all customers) however, it seems he chose to escalate a simple matter into a false claim rather then ask for a refund. Nevertheless, I already went ahead and canceled this customer's order so all pending payments have been denied. There is no further action to take at this time.
Why hasn't Revdex.com closed this claim? We've already repeatedly stated this order has been canceled/refunded which was his "Desired Solution". This is starting to appear as a personal attack of some sort at this point. This was resolved immediately multiple days ago.
I am rejecting this response because: this is by no means as a personal attack as described by the customer. We have proceded with this complaint as well as with the credit card company to ensure that this doesn't happen in the future.
I bought a reptile from Backwater Reptiles a week ago for $69.00. It was advertised as a medium to large animal which would put it in the 13 to 20 inch range. When it arrived, it was 7 inches, barely moved and was dead the next morning. When I contacted them, they said they would refund HALF of the money !!!! This is a very.careful when when dealing with this dishonest company.
This customer informed us of the undersized animal to which we offered a partial refund right away. We were then informed after the fact (which we were also out of the office) of her animal passing away. We are now back in the office and can move forward with that new claim she opened today. This is a very hasty and unnecessary complaint being that she never even gave us an opportunity to assist her with the new claim, that again, was just oped while we were out of the office.
Since we're already working with the customer and have offered refunds, stayed in communication, etc. I'm a bit confused as to what Revdex.com is looking for here. Please clarify.
I am rejecting this response because:
The response is not true.
Awesome experience! Very straightforward and fast service! My son’s adorable tortoise came happy and healthy walking around the grass eating raspberries with my him as soon as we got him! The prices were actually way more reasonable than any pet store or other websites I was looking on, very pleased!
Excellent service, the little RES is healthy and doing well. Good communication from Blackwater as well. Thank you!
My first order was 65 dubia roaches. They arrived in a solid package with the proper labeling and care instructions. All of them arrived healthy and alive. They also sent a free sample of water absorbing crystals and some roach food -- just enough for the amount sent. I was super skeptical about ordering bugs online, but these guys definitely delivered! I will be using them again for sure. Great prices as well. Thank you!
I purchased a live spider. It arrived alive and died within 12 hours at which time I contacted the company. Although they have a 7 day guarantee, they refuse to assist me by telling me the spider is not dead. I would like to return for replacement or receive a refund.
This customer does not qualify for a replacement or refund at this time. She has only provided pictures of a Tarantula molt (as determined by processionals within the industry) and has yet to provide valid evidence of the actual animal itself, that she claims to be deceased.
I am rejecting this response because: I have sent multiple pictures of the deceased spider. There is no live spider present that should be there if it is just a molt. I feel as if the business is claiming it is a molt (they’ve never seen it. Just a pic of a TINY dead spider) in order to get out of honoring the 7 day guarantee. Not only do I have a deceased spider, I would also find it extremely unlikely it would molt in the few hours after I received it before finding it dead. As of now I have a dead spider and I’m out $94.
As already mentioned the customer in the first response, molting during the shipping process is very likely and happens often, contrary to her opinion.
So, I bought a high tangerine leopard gecko. First time owning one and when he arrived he was a baby. He didn’t look to colorful but I was waiting till he shedded to hopefully see some color develop. A month or two passed and I realized he is a plain non morph leopard gecko. Which is about 15$ less then what I paid. I’ve contacted them and towards the end they got snappy with me and pretty much told me they can’t help.
This customer contacted us months after her delivery, not right away or even within a few days which would be a much more reasonable amount of time. If there was any questions or doubt with her order, we're not sure why she waited months to contact us? All our records on our end confirm her order was shipped correctly therefore we are simply going based off hearsay from the customer. Hearsay does not warrant a refund or replacement given the circumstances. We already informed the customer of this and stated we would of been able to investigate this matter much better had we been notified in a reasonable amount of time, not months after.
I am rejecting this response because:I am rejecting this response because: As I stated, I tried to give him time to shed to see if color came in. I have pictures of him when I got him showing he was not what I ordered. I also have the order details stating what I paid for. Buying an animal online has pros and cons. I wanted to wait to see if color came in and give your business a chance, which I was wrong for doing. You guys are very disrespectful and do not help when a customer is in distress.
Always pay with a major credit card, and always dispute a charge with your credit card if you feel uneasy with the transaction because otherwise you'll be waiting for a "refund" when the merchant finally feels motivated to issue one. Your credit card company will always fight on your behalf. As for this company... look at the complaint made on here, specifically on 12/26/2017, where they responded to a customer by stating that they no longer do business with Wholesale Exotics and it's no longer their company and blahblahblah. (Again, look at the date and the response from them to that particular complaint.) They're running a scam, and I told my credit card company as much. The great thing is the damaging evidence they themselves provided right here on this site for you. If you have any dispute from their "wholesale" site, just screenshot that reply they made on this site in 12/26/2017 as your proof. They themselves stated it's not their company in 2017 (it's now the middle of 2020). Your credit card will reverse the charge for you if it's posted already, especially after viewing that reply. Even if the charge is just pending, most major credit card issuers will still be able to flag it so that they are aware. As soon as I received a reply from them that my order was with a "different" company, I got on the phone with Amex. Again, go straight to your credit card company, that's your best outcome. They are running an online scam.
This "customer" is not a customer of ours?
Again, Backwater Reptiles is a retail company and Wholesale Exotics is a wholesale company. Being that the customer states multiple time she reversed her charges anyways, I'm not sure what resolutions she is even looking for? Please close this case as there is nothing for us to do here for her.
I am rejecting this response because: Backwater Reptiles continues to use their scam site, Wholesale Exotics, to steal consumer money under the guise and cover of their semi-legit company. They then feign "confusion" and mislead consumers that it's a "different" company (going so far as to outright state in December 2017 to a Revdex.com consumer complaint that they no longer own Wholesale Exotics and implying that the website is illegally still using their logo despite being asked to be removed), even though they are the merchant who gets the payment. Always use a major credit card, and always dispute your charges; a chargeback benefits the consumer not the merchant (otherwise you'll be waiting for a non-existent "refund" when they feel motivated to finally issue one, and that usually only happens if you dispute it with your credit card anyway). Since it's unlikely that Backwater will remove their scam site (since they've been at it as far back as at least 2017), this is mostly serving as a PSA for a Buyer Beware.
Great experience! Super fast delivery and We have 2 eastern painter turtles added to our koi pond!
We just received our red footed tortoise yesterday he is happy and healthy they were very easy to deal with would buy again
She arrived safely on time, in good health! She was very calm as soon as I let her out of her packaging, she crawled on my hand! I highly recommend ordering from them. She is excellent and obviously came from good people.
I recieved my dragon right on time, and he or she is very sweet and tame! Would recommend to everyone!
I got my gopher snake just just in time, he's perfectly fine just a bit skinny and dizzy as expected because of the distance I live from your business. No worries tho, he was ready to feed after and a week later he's fat and healthy. Hoping to do more business in the future. Thank You! : )
I ordered a tarantula, he shipped across the country in great shape. I personally made a mistake ordering it, but the customer service was very patient with me, always replied short after, and extremely polite. I will recommend Backwaterreptiles to all my friends looking to buy a pet.
I ordered a corn snake from this business and they received the money and told me that the snake would be coming. The next day they sent me an email telling me they were out of the type snake I wanted and asked how I would like to proceed. I asked about other types of snakes, and I was told they did have corn snakes. I told them that I would like them to send me one, and now I have heard back from them in five days.
I'm confused--- this customer wants a refund for his order but never informed us he wants a refund? I'm not sure why he opened a Revdex.com claim instead of just asking us for a refund. Please close this case as there is nothing to resolve here. We can refund the customer now that we are aware he wants a refund. Also, please note, we have normal business operating dates of Monday - Friday and were simply just not in the office which is very common for most businesses. He was not "ignored" for 5 days.
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. Thank you, my order has been refunded
Ordered two dozen night crawlers from them on Monday afternoon I received them Friday 6/5/20 all dead ! I put my finger in it it’s like a tar pit with dead worms in it smell like *** when I received them very very disappointed ?? go out of business please
We continually attempted to work with this customer even though she was repeated difficult and abusive. We even offered a refund to which she declined and chose to dispute the charge regardless even though her desired solution was offered. There was simply no pleasing this customer.