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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FALSE ADVERTISEMENT!!! There is an offer on their live feeder crickets page where they have posted “ DON’T MISS OUT! If you add mealworms, giant mealworms, waxworms, or superworms to your cricket order, these feeders also automatically get upgraded to overnight shipping for free!” I previously attempted to patronize the offer and the offer wasn’t honored. I received crickets alone without the rest of my order (750 waxworms and 1000 superworms). I emailed the business asking if the posted next day shipping offer for the typically 2-3 day shipping feeders was valid? I honestly wanted to know. Maybe I did something wrong but ultimately I wanted to correct things for ordering in the future. I had even asked that they remove the offer if it wasn’t valid. They completely dismissed my concerns with a generic response. Their reply “ We do apologize for any confusion ?? The feeders shipped via 2-3 Day Mail as per the invoice.” Interesting. I purposely placed my order for the overnight shipping solely to avoid the error of my previous order. My first ever order of feeders (waxworms) shipped out to me with no tracking info. My usps mail does not come to my home directly. Therefore unknowingly the package sat for an entire week at our mail pod. If there were tracking provided I could have had someone pick up the package while my family was out of town. Therefore without saying 80-90% of the waxworms didn’t survive even after warming back up. So I definitely wanted to avoid this. On 4/15/20 I went back on to backwaterreptiles.com. I had seen that the offer remained up and that overnight shipping was the only offer for shipping. Seeing this I figured awesome! Maybe they made the necessary adjustments and rectified the issue. So I placed an order. To no avail, I received my package 4/17/20 with only crickets without the rest of my order (2000 superworms) which was to be included in the overnight shipment. I feel totally taken advantage of. This offer is thoroughly misleading and completely fraudulent. I only made the initial order of the crickets to receive free overnight shipping. So my animals don’t have to wait so long to eat. This definitely needs resolution. For myself and loyal customers.
We're not sure what the resolution is here the customer is looking for since he states he received the order. Please clarify.
Being that he received the order and shipping was free with any method, I'm still unsure of what resolution he is looking for here. We cannot refund the product he confirmed he received. I did however inform our webmaster in regards to the shipping page. Please allow a few days for updates to reflect.
I am rejecting this response because:Based on what I have written and clearly explained you’re diverting the focus of what I’ve addressed. (Unlike what your offer suggests) yes I received a portion of my order overnight. The remaining feeders shipped 2-3 days later. Which clearly says on your website that it would be shipped overnight with the purchase of crickets. The resolution that you’re unsure of (that I’ve stated previously) is that either you honor the offer you have posted for free “overnight” shipping w/ the purchase of crickets or you remove the offer completely. Clearly I’m not asking for a refund. Hopefully your “webmaster” can remove the fraudulent “overnight” shipping offer or rectify it. Definitely not personal. I’ve gone through this horrible experience twice so far and was completely let down. I like your business I just don’t think it’s fair that you take advantage of trusting consumers.
He's amazing this iguana is healthy and happy and Carla and can you can tell Ethan held and well taken care of
Backwater Reptiles sold me a beautiful and sweet leopard gecko. Communication was awesome and shipping was prompt. He was packaged with care. I would buy from them again.
Prompt and super helpful customer service.
Very responsive, and our new baby lizard is so sweet and healthy!!
Original order was an amazon tree boa but they had ran out before my order could be filled. I was notified quickley and they offered tonfullfil with another animal thats a cooks tree boa (Almost the same thing). For the same price and it was shipped that same day. Im very pleased with them. Amanda was quick and professional to respond to my emails and the animal arrived perfectly packaged and is healthy and as feisty as can be.
This company is complete fraud. SCAM SCAM SCAM! If I could give 0 stars that would still be too much. And the supervisor Brittany has the most disgusting attitude. I never received my OVERNIGHTED reptile in which I paid almost $40 just for it to be express. I was told that my first order didnt go through because of the billing address so they made me order it again. Never received my pet nor my refund. Scam!!!!!!!!
This review is false as all the invalid orders that were placed by this customer, were voided. We never accepted any funds. We also further clarified after clearly explaining to the customer that her order would still ship via overnight mail as paid for. That is the only way we ship our live animals for their safety.
Shipping was fast for our green iguana and was in condition.
Very happy and healthy turtles received. Was notified of shipping and received order early the following morning. Quick response to email with a question.
What an awesome experience! I received my Burgundy Goliath and Asian Forest Scorpion yesterday and both were in great condition. I was especially impressed when I unboxed the Birdeater. I ordered the jumbo size and was so impressed! WHOA! It was massive! I’m still blown away with the size vs price. I spent over a month searching and pricing, this deal simply couldn’t be beat. They can definitely expect future business from me. Great service!
Regards,
Brandon M
Great customer service. The purchase went as planned with no issues. I would highly recommend this company.
I'm super happy with my Goliath bird eater, healthy and good size will purchase from them again.
My Beautiful hatching Leopard gecko arrived today, soooo pretty! I highly recommend and will be ordering again.
We ordered two whites tree frogs from Backwater reptiles.com. They said 2 days shipping. Each day they postponed the shipping. Finally after almost a week we got them. We got 2 frogs - one very small and one a large one. The large one had a bruise on her lip and a blister on her back. we contacted them and they said it is normal. 2 weeks after they stopped eating and moving, they stayed on the floor of their habitat. We contacted them and they ignored us, never answer our messages. We took them to the vet and he said that the large frog is not what we thought it is, it is some kind of Indonesian wild frog that was not a home breed. The small one he could not tell the kind but said that it doesn't look a home breed and that they are sick with a bacteria. He said that they came like this because we showed him pictures from day 1. The frogs died this week. The vet was not surprised when I told him where I ordered them from, he said that this is not the first time he sees it.
We have repeatedly asked the customer for pictures of the Frog with something for reference and that has yet to be sent. As we already stated to the customer, if he sends us the snapshots we are asking for we can then move forward with his Guarantee Terms that were agreed upon during checkout.
I made a purchase for $349.00 on there website and followed up the next day via email to try and change my order. I provided my order number # and my request. The response I got was that my order # is fake and there is nothing they can do to help me. I have the bank statement with the company name and address. After emailing this to them I was never contacted again.
This customer ordered from an affiliate website, not us. All offices are just now getting back from over the weekend and we simply asked him to be patient. He was informed where to direct his questions to and that someone would be in touch.
This Revdex.com concern is now irrelevant and his order has been canceled and payment voided.
I am rejecting this response because: Although I did recover my money, my complaint is far from irrelevant anymore. This buisness does not honor its next day shipping policy/provide a tracking number. I will only accept a response when this buisness takes responsibility for the mistakes they made. The weekend doesn’t constitute a reason to not honor a guarantee. There are 52 weekends every year and a business should adjust there practices to accommodate the fact that weekends are a thing that exist.
Fantastic 10/10 experience will be recommending to everyone I know.
Thank you again William :) We look forward to working together again.
I ordered a green tree frog from them and it did not last 2 days before it died when it arrived it was packaged with a ice pack and the frog was very cold to the touch I have emailed them back and forth for two days and they will not give me a full refund like I asked for
Not only was this customer outside our Guarantee Terms with his overnight lows being in 20F, we still made an exception for him and offered the Terms as a courtesy. Within the Guarantee Terms he himself agreed to, he has the option of a refund of the animal or a replacement with discounted shipping. A full refund is not an option and he was aware of that upon placing his order.
Every customer must review and agree to our Guarantee Terms during checkout or the order won't process. If the customer did not see the Guarantee Terms he reviewed as fair, we are unsure why the order was still continued to be placed?
I am rejecting this response because:
They claim the temp was below their garentee but they packaged with a ice pack all I ask is that they admit their mistake and send a new frog for free I'm trying to compromise but they don't want to so and they need to under stand I'm not backing down and that I will stand my ground
Quick rundown of my concerns: 1) I ordered two Tokay Geckos from backwater reptiles, both are very sickly and obviously suffering from dehydration (dry flaky skin, stiff skin, bent and dried up tails, and lethargic and incapable of eating) and this condition is so bad it has very clearly been going on for a prolonged amount of time. 2) They were not shipped properly. They were sent to me with no heat pack (which is a necessity this time of year in late winter/early spring), and both of them were stuffed into a single snake bag together. 3) I contacted customer service via email and received little to no care about their health. I provided pictures and explanation of their conditions and my concerns, but all they did is try to pass off their obvious poor health as "simply cosmetic issues". 4) I was then told that these "cosmetic issues" are a result of them being imported animals which is A) a lame excuse as either way they shouldn't be selling animals that are in this poor of health anyways, and B) Something I wasn't aware of when I bought them. Nowhere on their ad page for their Tokay geckos does it tell me that what they are selling are not their own geckos (which on the contrary their site does claim the gecko as theirs in the summary of the animal) but instead they are imports. I was only made aware of this when they mentioned it as an excuse for their health. When I expressed concerns about this now too (I would not have ever bought an import animal as they are a host of medical problems, poor health, and short life expectancies) I was told that I should have known, because they mark all their captive bred animals as "cb", and if cb isn't on the page then I should have known it was an import, but again, nowhere on the Tokay gecko page does it tell me this. Nowhere in their policies and terms does it mention this practice of labeling the animals differently, nowhere in their guarantee, or their home page, nothing. I asked for a refund several times and was ignored and only given more excuses. The last response I received from them was "We have mentioned multiple times that your 7- Day Extended Guarantee is still in place which protects the customers in the event of a deceased animal. You have the option of a refund or replacement at that time." So essentially they're telling me that the sick animals they sent me aren't their problem, because they aren't dead yet. And will only be their problem if they die within a week. And because I will do all I can to nurse them back to health, I can't expect to get a refund because they lived. Despite the fact that they assure you that they sell nothing but healthy and high quality animals. I want a refund for the poor sickly animals I recieved that, while I hope I can bring back into good health, I don't see making it in the long run due to how bad their health is already degraded.
This customer has not provided any proof of the "sick" animal claims being made. We reminded her that every order comes with a Live Arrival Guarantee and requested she allowed the animals to acclimate during this time period. This is standard protocol with any order. Without proof, we are simply going off of word of mouth. We never stated we couldn't or would not help this customer. We are simply asking her to allow these live animals, a chance to adjust to the new environment they were just exposed to. We consider this very reasonable.
I am rejecting this response because: This business is providing misleading information, as the industry standard is to list and disclose the origin of every individual animal they are selling in each add. Examples of labels that could be used to disclose origin are captive bred, domestically bred, imported, or field collected. It is also the standard to disclose that some animals sold through the business are imports and not their own captive animals if this is the case. The information about their sale of imports should be stated in their policies and terms. Neither of these standards were met, as nowhere on the Tokay Geckos add page does it say that this animal is an import, and nowhere in their policies does it state that any of their animals are imports either.
I have also never mentioned the color of the geckos as being an issue. The issue is their state of being dehydrated, malnourished, underweight, lethargic and unable to eat. Proof of which has been provided in email and ignored.
As mentioned, we clearly list our captive bred animals if available. If this was a concern of the customer or confusing, we should of been contacted before ordering for further clarification. Since the customer received alive animals and exactly what was ordered, she does not qualify for a refund or replacement at this time per the Guarantee Terms she agreed to upon checkout.
I purchased a dwarf caiman. Shortly after receiving it, it was obvious that it had a severe eye infection and seemed very ill. I contacted the business and shared pictures. I was told me to keep them updated on how things turn out, and that they would basically make it right. The animal died and I tried to contact the business repeatedly but kept getting their voicemail for days. I found out a back end way of contacting them with an “urgent” label under their sales page. They asked for proof the animal was dead and mine do I shared picture of him and the enclosure. They insisted that I need to put him upside down for some reason and I explained that it already had been 5 days and disposed of him it had a large amount of pictures as proof. They said without they wouldn’t offer a resolution. I tried to escalate to management but got the run around and was told there was nothing they could do without that pic.
As the customer states in his claim, this is from almost a year ago. We have a 7-Day Live Arrival Guarantee that each customer agrees to upon checkout (https://www.backwaterreptiles.com/guarantee/live-arrival-guarantee.html). Not only is the customer far outside the Guarantee Terms, he has yet to provide a picture for proof of the animal he claims is deceased. In the year long period the Gator has been under the customer's care, he has introduced various foods, exposed the animal to new elements, provided his own care, etc. It's a bit unreasonable to try and link us to the passing of an animal that has been in someone else's care this long. Without even a picture of the animal as we've requested multiple times, our hands are tied due to the amount of time that has passed since delivery.
I am rejecting this response because:it’s inaccurate. You said you have not seen a pic of the deceased animal. I’ve sent the attached pictures previously. If you haven’t seen them before they are attached here. Please advise.
Great with customer service on-time deliveries. Definitely recommending them to friends and family
Absolutly amazing creatures and excellent service. I definatly will recommend this company to any and all reptile lovers