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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Their customer service is rude. I had a turtle die 6 days after receiving it and they have a 7 day guarantee. We followed the instructions on how to email them pictures of the dead turtle. After several emails back and forth their answer was that the turtle was not dead and it clearly is. So, they will not honor their guarantee.
We had our expert breeders review her order to confirm the animal was not deceased. That is not an opinion and is a fact. We are sad to see a poor review was left for simply doing our job and reassuring the customer's animal is alive and well for them to continue enjoying.
I was having contact with Backwater Reptiles about a chameleon and I was suppose to get it today well this morning I told them to cancels the order and refund me my payment I haven't gotten the reptile nor a refund I have done called my bank and let them know as well
Please see attached screenshots showing the customer's various conflicting emails we received when we were out of the office. Please also note my response to her first thing this morning, asking her to clarify what she is wanting since her first email (starts at the bottom of screenshot) says "That's ok" then followed up by "Cancel the order" which is followed up by "Don't cancel". Please close this case as it has already been addressed directly with the customer once we were back in office per normal.
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.
Sent me a sick tortoise , and sent me the wrong tortoise. Was suppose to be a cherry head tortoise but instead sent me your average redfoot tortoise. I tried getting my money back and returning the sick fella day one!! All they had was excuses and improper tortoise advice. I have all the emails between us to back up my claim.
This order is from May 2019. All concerns were addresses and discussed a year ago when brought to our attention a year ago. I'm baffled as to why he is readdressing issues that were already resolved a year ago. With the consistent threatening emails sent over the past few days along with disgusting vulgar language, we now consider this harassment as already stated to the customer. He was already reported to his local sheriff as well for harassment and his written threats were provided. Again, this is all in regards to an order from a year ago which was already addresses and resolved.
The customer claimed he received an "incorrect order" to which we further clarified and assured him, he received the correct order per breeder expert confirmation vs the online chat rooms he was googling. Regardless, again, this was a year ago. We are recently being harassed by the customer for this order from last year. We would hope the Revdex.com would not give into this ludicrous behaviour.
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.
Terrible business. I ordered online and they put my order on hold due to possible fraud and during that hold sold the things I had ordered and then offered me lower priced items foot compensate. Am never coming back.
Please keep in mind, your order was flagged because you entered incorrect payment information on the order. This is standard protocol for every customer and you were not singled out by any means. We believe a 1 star rating for having safety protocols for the animals, is a bit unfair.
One star was fair, the business conducted was terrible, my order was delayed due to misinformation, and then sold the product I wanted while we sorted it out. If I could give 0, I would.
I ordered a tarantula from these folks and I received it quickly and in great shape. It ate on the second day after relaxing into its new environment. Customer service is beyond superb as well. All around a great place to buy your T's. Great experience with this company.
I just received my new corn snake. It arrived just on time and it’s pretty healthy. I would definitely recommend Backwaterreptiles and I would be ordering other reptile soon.
I give Backwater Reptiles a 5-star rating they were kind and generous throughout the whole shipping my little baby bearded dragon arrived very healthy just as she was supposed to I would recommend Backwater Reptiles to anybody and I will be ordering from them again in the future
Great service, cute and healthy reptiles! We ordered geckos, they arrived on time and were beyond our expectations!
I would like to start by stating that I am a herpetologist with over 8 years of experience in captive husbandry and amphibian disease research. I have 10 peer reviewed research publications on amphibian microbiome, disease, and captive management. I know a bit about the care of herps ;)
I am removing two stars for these reasons: 1) company lists CA as their headquarters but ships animals from FL. 2) website is not updated and many people, myself included, complain of orders being changed after submission because animals are out of stock.
I ordered two red eyed tree frogs (one male and one female) and one pewter corn snake on a Saturday. On Monday, I received an email that the pewter morph was out of stock. They offered to send a ghost morph, and I accepted. On Tuesday, I received another email saying the ghost morph was also not available. I asked for a refund for the snake and they processed it. I received the frogs Wednesday morning. They were shipped from Florida to California overnight. They were placed in plastic cups. The cups were inside a small styrofoam box cooler within a cardboard box. No heat source was added. They seemed healthy, except the female had a few nics around her mouth. Three days later the female started looking quite ill. She was not moving much and had some sores on her feet/bottom. I separated her from the male immediately. I emailed Backwater for help and called a vet. Unfortunately, we were not able to be seen (Covid19) and the frog died overnight. I noticed some discharge coming out of her cloaca. The frog died of red leg disease, an infection caused by an opportunistic bacteria when the animal is stressed. Usually lethal once detected. She died within the 7 day guarantee mark. They don’t have a clear policy for animals that die within 7 days on their website (instructions are only for DOA). After a few email exchanges with Backwater I received a refund for the price of the female. The male is healthy and calling every day. I picked Backwater thinking they would ship the frogs rom CA to my home is CA. However, the animals were shipped across the continent (not ideal). I did not want to stress another animal. I think they should be more clear about this on their website.
I am totally happy with my greenbottle blue tarantula that I received today. They replied to my emails promptly an seemed to be very professional. I would definitely order from them again.
My family received a very sick Panther Chameleon from this company after two days we called this company told us to giver her time to adjust.. considering she came in an unmarked box with newspaper and a small heat source. We took her to the emergency services ( because this is not my first rodeo with animals or lizards ) They confirmed she was sick and severely dehydrated. To date we have yet to hear back from this company. I believe that their methods are unfavorable to their animals.. possibly unethical. There are newly found ( with digging) reviews that state the same poor customer service and advice. I believe this online company just is out for the money. oh and FYI even with antibiotics and fluids Scarlett passed away yesterday on Mother's Day.
We asked the customer to send us a snapshot of their deceased animal however they are refusing to do so. A snapshot of a deceased animal was a Term and Condition they agreed to upon purchasing from us therefore I'm unsure what more we can do until they provide the information they agreed to provide.
I am rejecting this response because:the said animal is already buried.
Liars! Thieves! I purchased a tarantula form them for a birthday gift. After waiting and watching for days, it was clear it was not molting and it was dead. They still have not given me a refund. They also never shipped the cage that I purchased and will not respond about that. They owe me $187.
They took my money, gave me a dead spider and never shipped the cage. they refuse to answer emails or phone calls. This company is a fraud!
Phenomenal business, I have only ordered from them one time but I'm confident I will continue to order from them in the near future.
Their live arrival guarantee is the truth and the quality of their reptiles is amazing. Thank you backwater reptiles for my new babies!!
Where do I start with these guys? They went out of their way to ensure all questions and concerns were addressed with immediate response. They’re also extremely kind and knowledgeable providing excellent customer satisfaction. My daughters birthday was at the end of the week and she had been asking all year for a “big fluffy spider” a “real spooky one”. Unfortunately her birthday fell right in the midst of the Coronavirus pandemic wiping all pet store shelves clean. Not only were they able to get us our beautiful little mexican red knee home in time for her party. They were able to do it in TWO DAYS!! All the way across the country and at my doorstep. Keeping in contact with me the entire time. Even through the weekend answering any questions I may have. These guys are hero’s in my eyes. Keeping things a little normal in a world of crazy times for my daughter and the rest of our family. Huge thanks to Meg and the rest of the staff at backwater reptiles. I look forward to doing business with you in the future!
The smile on my grandsons face was priceless thank you
Do Not order from these people. We ordered two leopard tortoises from them and one of them wasnt eating well and we were told it was prob stress and it would adapt. On day 10 it dies and just because it was 3 days past there warranty they wanted us to pay another $150 for a new one. We had paid over $400 for them in the first place. On top of that they only get back to there emails once a week and I had a dead tortoise for 3 days before they would respond to me. I will never buy from them again and I will not recommend them to anyone.
I will always order from backwater reptiles! critters are always in great health!
Wonderful experience with this company. The sales team is very helpful answering any questions you may have. If I ever need a new addition to my 8 legged family this is the place to get one. Thank You Backwater Reptiles.
Fast and excellent customer service when they didn’t have the reptile that I needed. Animals arrived alive and healthy as described.
I would like to formally place a complaint against
Blackwater Reptiles, Inc.
***
I placed an order with said business on the 9th of April, 2020 invoice number: ***, totalling $329.95. The next day, I received an email stating that two of the items in my order were not available and offering substitutions. I agreed to the substitutions, however after multiple emails were ignored it appeared that the company had no intention of correcting their mistake. After one week, on the 17th of April, 2020 I demanded a refund. I am yet to receive an acknowledgment of my demand or a refund. I have made everal attempts to contact via phone or email to no avail. A police report will be filed shortly, and I will be having my lawer draft a formal letter of demand. Feel free to contact me if you need any additional information. I have retained a copy of all emails and will provide them to you upon request. Thank you for your time.
As we informed this customer numerous times, COVID-19 has implemented new restrictions removing our staff by more than half and that our response times will vary. His payment has been denied in full and the order canceled. Therefore any hasty claims can now be closed.
I am rejecting this response because: they never contacted me stating staffing issues were to blame. In fact, after several attempts to contact them, their only reply was that they were waiting for my response. They acted as if they had not received any of my emails. They have complied with my request and gave me a full refunded. Again, they never answered nor returned a single phone call, and ignored direct reply emails.