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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This business is really excellent. The sales team was very responsive and helpful through the whole process, especially since I am very new to owning a tarantula. I ordered and 3 inch Mexican red knee tarantula and it came exactly as is. It was very healthy and well packaged. The shipping was super fast too. I would like specially thank Amanda from their sales team. She was extremely helpful. If anyone is looking to buy a tarantula, insects, or reptiles, I definitely recommend this website. Thanks again so much you guys !
Communication and choices were awesome!! I read through the policy and it clearly stated animal selected isnt always available. When selected animal isnt available..... there are choices. I got the female juvenile, regular ball as ordered. The hatchling I ordered was out. They replaced it with a better gene and color. Backwater reptiles gave me several options to choose from. As soon as I decided what I wanted, my animal was shipped. Completely opposite and north of Florida in 18 hours!! My girls look and act amazing! Friendly, curious,healthy and full of color and pattern. The next day, the girls were ready to eat. I started tiny. They probably could've had bigger mice but this is my first very own baby!
Staff were courteous and hasty to my emails. The Emperor Scorpion I purchased arrived the very next day and in great condition. I would highly recommend purchasing your next pet at Backwater Reptiles.
Many people I know have had issues with Backwater reptiles and I'm very unhappy with them. I bought a cane toad from them and asked for specifics on the toad and they sent me the complete opposite of what I asked for and now I have a toad that's about to die cause it's so scared of people it won't eat. They catch their cane toad wild so it isnt like they don't have options. I paid a lot of money and even missed classes for the shipping and now I am not even sure the toad they sent me will make it. Oh I also emailed them questions about care for the toad and only told me what tank set up they use and when I asked how they care for the toads ect. they ignored me and haven't replied since. They are bad news.
I order 2 reptile from backwater cost 400.00 plus 50.00 for shipping ,they e-mail saying they were out of stock I told them just give me a refund they will not answer the phone I have call every day leaveing massages they still want call me are answer the phone also I have e-mail letting know to just give me a refund still no answer from them
We sold out of this customers' animal and the customer did a dispute with his payment before we were given a chance to refund the order. Because a hasty dispute was opened, we have to continue working now at the pace of PayPal's claims department. We would of preferred to refund the order per normal if given the opportunity as it would of been easier for both parties.
Consumer states:
"Far as I know I have, pay pal sent me an email, its been taking care of, it might take 30 days. I will never be using them again. So far everything is taking care of."
The albino red tail sunglow is very pretty and the poeple are very nice too... they will help you get your snakes .I will order from them again...tom
Great communication. I appreciate how considerate they are when shipping the animals/ reptiles. My turtles arrived quick and safe.
We purchased 2 turtles from this website as pets. We were expecting the turtles to be at least 4 inches but when they arrived, the are no more than 2 inches. According the law, selling turtles under 4 inches was banned. This website didn't even give us a choice on the minimum size of the turtles. Had a known, I wouldn't have purchased it. Here's what I found on the regulations in the US Department of Health and Human Resources on why turtles under 4 inches shouldn't be sold to the public to prevent the spread of salmonella. Sales should be prohibited.
Sales; general prohibition. Except as otherwise provided in this section, viable turtle eggs and live turtles with a carapace length of less than 4 inches shall not be sold, held for sale, or offered for any other type of commercial or public distribution.
Pleas see attached snapshot of the invoice itself showing the order was placed for a Hatchling Turtle. The customer should not of expected a 4" inch Turtle when they did not order a 4" inch Turtle but instead ordered the smallest size available and confirmed they were fully aware as well. We also have the customers digital signature confirming she was well aware of the size she ordered and agreed to the Terms and Conditions of ordering an under size Turtle, as clearly stated on our website. Please see attached link for review of the Terms the customer checked "Yes" to upon checkout of her order: https://www.backwaterreptiles.com/orders/terms-and-conditions.html
I am rejecting this response because:I did not purchase these turtles for scientific purposes but as pets. Their websites didn’t give us a choice. They automatically sent out turtles that are not legal. The website gave us a choice to pick the sex and nothing else.
Backwater reptiles made buying a new pet a very pleasant experience,they have great service and friendly staff!
I wanted to order some 'Repti' worms (Actually renamed Fly larve) and did so from them. The general order page showed a shipping schedule of when it would arrive, so I placed a specific order for an arrival date when someone would be home to receive the critters. That's pretty standard in the industry when shipping live creatures. However I discovered when they did NOT arrive on schedule that they have actually 3 different shipping policies, and to figure out which one is for your order, you have to dig deeper and buried on the website amidst a lot of gobbly-gook words you might find your answer.
End result is the critters arrived 2 days later and no one was home, so they sat on my porch and baked in the hot sun for over 6 hours and all of them died. I sifted through the remains, but no one made it, so I chucked the lot in the rubbish bin. I then contacted BW Reptiles to express my disappointment in how this was handled. I received a reply questioning my ability to understand their convoluted shipping schedule. I then responded (now being very offended) and wanted a refund for the dead critters. Their response was I needed to send a picture of the dead insects or they would do nothing. Unfortunately the insects were long gone and taking a picture of a pile of dirt and non-moving insects was no longer an option. I then questioned the need for a STILL picture of dirt and insects, as to why it would show them anything useful, as I had not even had them long enough to change color or curl up. Their response was "we know what we are doing and you don't" (Paraphrase) End result is I had to turn to PayPal buyer protection and file a complaint to get my money back for a failed product. I shall not be doing any business with them any longer and do not recommend the company to any reptile enthusiasts.
This customer already filed a dispute with their payment in PayPal and reached a settlement. While the customer was refunded within PayPal, thankfully no penalty or deduction to our account was made, due to the evidence we provided. The customer read our clear shipping schedule incorrectly and refused to provide pictures of the claimed deceased feeders. Also, we will not ship a product without receiving payment and I'm not sure of any business that would.
Our shipping schedule for Reptiworms, is clearly written on the ordering page itself (no digging or clicking needed), under "Shipping Your Reptiworms" section. Please see link for review: https://www.backwaterreptiles.com/feeders/reptiworms-for-sale.html .
On your page that is mentioned, all it says is:
Shipping Your ReptiwormsShipping is free, regardless of the number of Reptiworms you buy. Please peruse our shipping information page before ordering. Feeder orders placed after 1:00pm PST on Wednesday will likely be shipped the following Monday for the safety of the insects. Sorry, we do not ship internationally (U.S. only).
Unfortunately it is quite apparent that you have no concept of 'clearly' and you DO have to click on a link to actually see the information. Your link, I will mention is merely a different color and not underlined, which is how links are typically done on the general internet. It is quite easy to miss it as something you need to click on. No where on the actual page does it state how the worms will be shipped, and on the payment system you are NEVER presented with any sort of shipping confirmation BEFORE you actually pay for it.
I don’t even think they deserve one star. We had a hard time ordering from them and on top of that our poor baby snake we got had three huge ticks on his body and by his head so thanks back water reptiles for mistreating your reptiles and for never answering my phone call! And for giving us a baby tree boa that had this problem, and for the breed we got this is gonna be hard to do. So now we have to take him to a vet cause you didnt
Please be sure you're checking your inbox since we have been communicating in regards to your concern and are more than happy to help you with your questions!
Fast shipping ??baby Central American boa came tamed and healthy..I definitely see my self doing business with these people again ??????????????
Yes! We would love to work with you again on a future order. :)
Another wonderful experience and a beautiful healthy reptile !!
Thank you guys you’re awesome!!
Thank you for sharing Christopher! We hope to work with you again on a future order.
on May 24 I received a reptile in the mail. It is a chinese water dragon. when I unboxed the reptile he weas in very bad shape. he was missing dorsal spines and his toes were falling off. he was ans still is severely emaciated and sick. I paid 125 dollars for the dragon and up to date I have spent over 250 dollard on antiparasitic medications and high protein diet. I am not an amateur reptile keeper. I personally know what it takes to keep reptiles healthy. I have spent almost 400 dollars on a 60 dollar lizard that should have been mailed healthy. it feels like they just sent me the one thlizard that they did not want to deal with making better. 3 months later and they wont answer their phone at any time and in all the emails that I sent them I asked for them to call me at any time and they havent. The dragon was in such a bad shape that I wanted to return it the next day but they never contacted me back. I recently sent them an email saying that I was gonna go public with the issue and contact your people and they suddenly started giving me bad information on how to take care of the animal like if they knew what they were doing. they sent me a very bad looking sick animal. all their credibility with me went out the window and so is their "advice" on any type of care for anything. they refuse to call me back. this company needs to be dealt with.you cant do what they are doing to me and many other people with out repercussions. they are taking peoples money and sending us dying animals.they have 29 complaints filled with you I should be number 30 on top of all the bad reviews that they have. I am at whits end with them. im finding myself being rude with words and I am not like that. I am a Combat Veteran I have a very short fuse and I am not trying to let this get to me but it is.
This order is from over 3 months ago. He did originally contact us the day he received his order and we responded in just over an hour (please see attached snapshot#1). I immediately offered care advice and asked for a few follow up snapshots of the animal and habitat he has, so I could offer even more advice on how to help his new animal (that just arrived) acclimate. Please keep in mind, these are not stationary products but live animals. They will need hours and days to adjust to coming out of the shipping process. After our correspondence in May, we never received the snapshots and never received any follow up emails. Please see attached snapshot#2 where you can see the date 5/24 and then last Thursday 7/18. Once contacted again on Thursday, we requested the same snapshots we never received. He refused to send them so we offered the best advise we could without having any visuals of the current condition of the animal or it's habitat it has been kept in for 3 months. He continued to be aggressive and started sending threats, cursing, etc. We do not have a return policy in place and our 7 Day Refund policy has long expired (Link for review: https://www.backwaterreptiles.com/guarantee/live-arrival-guarantee.html). Even with all that being said, we still continued to offer care advice, information, etc. as we do care about our animals and customers and truly want to help.
I am rejecting this response because:
I ordered a Surinam horned frog and she’s beautiful! I have always wanted one and backwater reptiles made my dream a reality! I’m forever greatful that I got one thanks to them! :,)
We sure do love our little Frogs here! They're pretty awesome! Thank you Chase for taking the time to leave your feedback.
Great experience! Informative website, knowledgeable staff! My whites tree frogs arrived safe and sound . I reached out with some questions and was responded too quickly! Very pleased !
Wonderful Jennifer! Thank you for your feedback :)
I was scammed by their misrepresentation of their product online. On their hermit crab purchase page they picture an expensive Ecuadorian Hermit Crab & their page popped up in my Google search for the Ecuadorian species. It's a unique species only available online for us up here in the Door County peninsula of Wisconsin. I paid over $100 for 5... $9.99 per crab plus costly shipping & instead of Ecuadorian received the far lesser expensive Carribean Hermit Crab (Purple Pinchers), which is readily available locally at less than a quarter of their price & shipping. Carribean Crabs r common & all 4 of r pet stores have them ranging between $5 - 7.99 a crab. Locally, at most, I would've paid under $35 for 5. Meanwhile, Backwater Reptiles scammed me into paying over $100 now we can't afford the actual species we set out to purchase. By Backwater Reptiles posting pictures of Ecuadorian Hermit Crabs, unknowingly average buyers pay big money (more than double) thinking that is what they're receiving, but instead they receive cheap, readily obtainable Carribean species (aka Purple Pinchers). It's nothing more than a scam 2 put money in their pockets ripping off the public.
Our website clearly states that pictures are just representations and are not the exact animals you will receive if you choose to order since these are not simply shirts or shoes. We can sell different species within the same genus of animals which is why we very specifically list the scientific name so every customer is fully aware when ordering. The scientific name is also clearly listed on the ordering page so the customer was aware of the specific genus and species they would be receiving. We in no way forced an order to be placed by the customer under any false presumption. All our records and the customers personal snapshots, confirm they received the correct order. The customer resolution is for us to update our scientific name on our website, however it is already correct. We have offered a refund to the customer if she wishes to return the crabs.
I am rejecting this response because:
I have provided pictures proving Backwater Reptiles falsely advertises a different species than they sell in order to make quadruple the profit. Internet buyers see the species pictured, choose the size of the crab, but receive a completely different, much less expensive species than pictured on their hermit crab sales page. I refuse 2 send the product back because it is not a product as they refer to it. It's 5 pet purple pinchers hermit crabs which require very different shipping than a "product." They are living and breathing. I do not have the experience 2 safely ship living, breathing creatures. Backwater Reptiles could solve the issue by sending me 5 hermit crabs of the species pictured on their sales page....Ecuadorian Hermit Crabs. That's what I paid for & purchased, but received something completely different, NOT of the species pictured. FALSE ADVERTISING, MISREPRESENTATION of their "product" is of no fault to the consumer, it is of the company's poor morale to misrepresentthe species they carry. Because theywon't send me the 5 hermit crab species pictured on their Hermit Crab purchase page the only other option is a refund in full of $94.94 (The ENTIRE Amount Taken OUT Of My DEBIT Card)
Being that the customer received the correct product that was ordered, we cannot offer more free product at this time or a full refund when she also refused to return the product.
Great experience with my order. My little frog arrived alive and well packaged. I Will order from backwater reptiles again!
Thank you for your feedback Evelin! We appreciate your business.
I made a purchase via online https://www.backwaterreptiles.com for two Singapore Blue Tarantula (Lampropelma violaceopes) advertised for $59.99 as click bait. Advertisement choice leaves you with two options regarding cost, medium sized tarantulas for $99.00 and adult for $149.00 no choice for $59.99. Interested in tarantula species I give them a call listed under contact at *** called 3 times back to back defaulting to recording stating to overwhelming call volume you are advised to send email with question and concerns to ***. I continue with email inquiring about Singapore Blue Tarantula (Lampropelma Violaceopes) for $59.99. I submitted email on June 6, 2019 @ 4:34 PM. I receive response on June 7, 2019 @ 12:05 PM, Quoting email I have available "Hi *** I do see that on the main tarantula page, the price says it starts at $59.99 however in the drop down menu, it does state $99.99 each. The $59.99 price you are seeing for this species is for the babies and is the staring price for this species but on the actual page, we only have the mediums have right now for which are $99.99 as stated. We do apologize for any confusion here, Thank you, ***, Backwater Reptiles, Inc." I make decision to purchase two male medium sized tarantulas at $99.99 each continue with check out and get end up with over night shipping cost for $44.97 end up with a grand total of $244.97 via credit card. I receive an invoice *** from backwater reptiles Inc. Invoice gives you General Information: Merchant: Backwater Reptiles, Inc. June 6 @ 7:14 pm *** 2019, transaction ***. Order Information: Invoice Number ***, Description: backwater reptiles Inc. order, Sales Tax: $0.00 Discount: $0.00, Shipping: $44.99, Grand Total: $244.97. Cart Information: Item SINGAPORE BLUE TARANTULA (MEDIUM) (0441), MALE, QTY 2, PRICE $99.99 ALONG WITH BILLING SHIPPING INFORMATION. Shipping protocol is available stating if you purchase on Thursday or Friday item will be shipped on Monday and arrive on Tuesday morning, overnight shipping. I completed purchase on Thursday June 6, 2019 at 6:14 PM. I receive Tracking information on June 11, 2019 @ 3:36 am from FedEx - *** for online tracking. Tuesday June 11, 2019 morning I wait for scheduled delivery at 10:30 PM, IM home all morning up until package delivered, I go to back yard and feed dog @ 9:50 AM, FedEx requires signature, package is delivered at 9:53 am, I see notice of missed delivery. I immediately contact FedEx to check on status of package letting them know I was waiting on package and missed delivery asking if package can be delivered to nearest Walgreens location. I receive a phone call 30 mins later notifying me that package is available for pick up at Walgreens. I collect package, both tarantulas are alive one seems lethargic not moving around so much the other is active and alert. I rushed home to place both individual in housing, hydrate them with water and place feeder crickets in housing. One is lethargic and has a difficult time feeding itself I managed to get it to drink water the other is health active and able to feed itself. Next day Wednesday I noticed lethargic tarantula is in a position commonly refers to death curl, which mean tarantula is dead. I open container move tarantula with forceps and no response. I notify Backwater Reptiles Inc. via email letting them know tarantula they suggested tarantula is in a molt process. Backwater Reptiles offers an arrive alive guarantee plus 7 day Gurantee. I told Amanda tarantula is in death curl and more than like is dead. First reply came from Meg second response came from Amanda from customer service via email. Initially Amanda was working with me to replace tarantula, they needed proof of death by sending them photo of tarantula on its back along side shipping label. I notified Amanda letting here know I disposed of cardboard box and shipping label and do not have. She then requested a photo along with date on paper documenting actual date. I sent her all requirements and she denied replacement of tarantula today Thursday June 14, 2019 @ 11:09 Am due to FedEx re-routing my shipment to Walgreens. As of them I have sent 2 emails with no response. On top of all this it seems they sent me two tarantulas with paperwork stating its a SINGAPORE BLUE TARANTULA (MEDIUM)(MALE) - Cryiopagpus sp. and Not what I ordered Singapore Blue Tarantula (Lampropelma Violaceopes).
Unfortunately when anyone misses their delivery for their live animal package, they do not qualify for our terms. Its not a personal attack, just business protocol which every customer agrees to when they checkout. We even made an exception and still offered a replacement even though his terms were voided.
Per the times listed on FedEx, the missed delivery happened at 9:37 a.m. and got to the FedEx facility at 10:53 a.m. Thus leaving the package exposed to the TX weather for at least an hour on the unregulated temperature carrier truck. The package was collected at 12:15 p.m.
Regardless, there is still a missed delivery for the live animal ordered and per our website, nullifies our Guarantee Terms immediately. Unfortunately this customer does not qualify for our terms however we have been willing to work with this customer as shown with a discounted replacement if of course they confirmed they will be available for a replacement package.
I am rejecting this response because: My resolution stands firm on complete refund of $244.97 or Singapore Blue Tarantula Male with no additional cost to me. Reguarless of arrive alive guarantee plus 7 days as advertised.
I had to give one stst, but they don't deserve that! Sorry! This company is a scam and I wish I would have read the reviews before buying from them.I was lucky that my tarantula arrived alive.. I ordered Mexican Fireleg,the price was $89.00 and it was supposed to be 2-3 inch leg span.well if you stretched the legs as far as they would go,it still wasn't 2 inches. Shipping is a flat $44.95 for overnight.I was assured it would be here by 4:30 the next day, it wasn't,but ,I know they can't control that.
Next,,the spider was packed terribly, no cool pack, no damp paper towel.it wqass in a plastic deli cup with a bit of coco fiber and NO airhole.I literally held my breath when I unpacked it. I emailed them- try to get them by phone,not a chance- and of course everything I accused them of they had a retort for.,I would NEVER purchase anything from this company again.I wish they would be shut down..My best advice before you buy anything,do your research, investigate the company.
This customer expressed dissatisfaction about her order, before it even arrived. We assured her our team has been shipping animals for years and her Tarantula will arrive alive and well, and it did. We assured her we will be here to help her if there were any further concerns, which we have been. We have also offered to allow her to return her Tarantula for a refund although the pictures the customer provided, confirmed the Tarantula was within the 2-3" leg span. Unfortuantely, it appears to us her preconceived notions about her order, set us up for failure from the beginning. While we are happy to continue working with her, we are unsure if any resolution will satisfy the customer.