LLL Reptile and Supply Company

We can provide proof that our account was debited for the transaction for the snake that died through [redacted] on 8/14/17, so I would recommend the customer follow up with [redacted] directly so they can provide the customer a statement to show they have already been fully refunded for this animal (a baby calico spider ball python) We are very sorry to hear when someone is dissatisfied with animals that they've purchased from our companyWe do answer every email we receive within hours so we can address our customers concerns if they think there is a health problem with one of their animals Unfortunately, if we are not contacted about an issue until several months after they notice a problem, or given any specific information when we inquire, it makes it harder for us as a company to offer the best customer support we can

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Merchant Is lying I have provided proof to [redacted] . It's amazing how every store blames the customers for their problems. I have made numerous purchases from them for about a 3 year period. I have not made any complaints but the minute I did they want to set the blame on the customer. This makes me feel as I should never make another purchase online but they can just steal money. I have sent you guys a picture. I will keep writing complaints on every website I can find until I get an apology or my money back. I'm sure you guys deal with merchants everyday and they all say the same thing it's the customers fault. I wouldn't spend that much money online if I didn't know what I was buying or if I didn't know how to care for them. I could have gone to my local pet shop. LLL REPTILE is selling sick animals and all you need to do is google it. There's a lot of videos of their neglect to to animals. They do not deserve to go unnoticed. Please help me. I work really hard for my money and I'm making payments on an animal I do not have. My next option will be to file a lawsuit. I wouldn't go through this if I wasn't robbed of my money. Any help or advice will be highly appropriated. Thank you Regards, [redacted] ***

We did receive letters from this person and have contacted them back, and contacted our insurance company as well

We have provided your information to our insurance company to contact you or your insurance company directlyThe owner will reach out to our insurance company again today to follow up with them and make sure they are in touch with you

We have attached the invoice showing what the customer was charged for the snake that passed away. The customer contacted us over a month after receiving the animal to let us know the snake had died. They had no correspondence with us prior to that to *** concerns for the
animals health or ask for help.Even though it was well outside our day guarantee, we offered a partial store credit for the price of the animal. The customer then initiated a chargeback with *** *** for the full purchase price of the attached invoice, and was awarded a full refund through *** *** for this purchase.Several months later we received another inquiry/complaint through *** *** regarding a purchase the customer made at the same time as the attached invoice for $470.88. However, the inquiry did not include any specific information about problems with the snakes health, nor has the customer contacted us directly about any other issues with these animals. In previous correspondence, the customer said the two snakes purchased for $were doing fine.They have already been refunded through *** *** for the snake that passed away after several weeks, so we cannot offer any additional refund or credit as the customer has already been fully refunded. The customer has provided no information or proof of health issues with other animals they've purchased from us, other than what they have noted in this complaint. These animals have been out of our care since May of this year, and were sold to the customer in perfect condition. We suspect the snakes may not be receiving proper care if they are developing health problems after several months of being in the customers possession. However, since the customer has not provided any specific information regarding the animals health or condition or care or housing, we are unable to assist them further. We care a great deal for the animals we sell and take pride in what we do. We have a very experienced staff, and we make every effort to offer support to our customers if they have concerns about their animals health after they receive them. If the customer refuses to communicate with us or cooperate with our efforts to assist them, we must refer back to our posted policy and animal guarantee, as we cannot assume responsibility for an animal that is under someone else's care, and has health issues we are not made aware of within a reasonable amount of time. Other than emailing us a general complaint several months after receiving animals from us, the customer has not responded to our emails back to them requesting specific information about the animals so we can offer them assistance to make sure any health issues are addressed properly.We would like to reiterate that the customer has already been refunded for their full purchase price for the snake that died through *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve
my complaint. For your reference, details of the offer I reviewed appear below
[I have not receive any acknowledgement from the company or Insurance company when was notification sent to me from Company.]
Regards,
*** ***

We can provide proof that our account was debited for the transaction for the snake that died through [redacted] on 8/14/17, so I would recommend the customer follow up with [redacted] directly so they can provide the customer a statement to show they have already been fully refunded for this animal (a baby calico spider ball python).  We are very sorry to hear when someone is dissatisfied with animals that they've purchased from our company. We do answer every email we receive within 24 hours so we can address our customers concerns if they think there is a health problem with one of their animals.  Unfortunately, if we are not contacted about an issue until several months after they notice a problem, or given any specific information when we inquire, it makes it harder for us as a company to offer the best customer support we can.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Merchant Is lying I have provided proof to [redacted]. It's amazing how every store blames the customers for their problems. I have made numerous purchases from them for about a 3 year period. I have not made any complaints but the minute I did they want to set the blame on the customer. This makes me feel as I should never make another purchase online but they can just steal money. I have sent you guys a picture. I will keep writing complaints on every website I can find until I get an apology or my money back. I'm sure you guys deal with merchants everyday and they all say the same thing it's the customers fault. I wouldn't spend that much money online if I didn't know what I was buying or if I didn't know how to care for them. I could have gone to my local pet shop. LLL REPTILE is selling sick animals and all you need to do is google it. There's a lot of videos of their neglect to to animals. They do not deserve to go unnoticed. Please help me. I work really hard for my money and I'm making payments on an animal I do not have. My next option will be to file a lawsuit. I wouldn't go through this if I wasn't robbed of my money. Any help or advice will be highly appropriated. Thank you
Regards,
[redacted]

Review: On February 12th I ordered a Tiger Reticulated Python 100% HET for albino. 1 to 2 full days later I received a call asking what time would be good for delivery and since its very cold up here in Wisconsin decided on the warmest day we've seen in months for safer delivery of the snake and agreed on the 19th. On the 19th early in the morning I got a call from the shop saying they oversold my snake with an explanation of when the website sells one it takes a full day for the store to be notified. Here's where I have several problems with that. 1 this would be acceptable if it was 2 decades ago when email was just coming out but nearly every database has options for sending them, meaning boom instant notification to stores of online purchases and payments so the animal can be pulled off the shelf. 2 they not only didn't notify me on the date they asked for delivery but then didn't get around to it until the warm day came around making it impossible for me to take advantage of that day for an animal delivery through them or another company. 3 Normally I wouldn't be so pissed but the fact that there isn't even a warm day in any 10 day forecast ( the closest being 30 degrees below their live arrival guarantee) and that they essentially [redacted] me for an entire month if not 2 with the way the weather is looking has me writing this review. I should have been notified prior to the day it was supposed to arrive seeing as they should have noticed it wasn't there WHEN THEY WERE SUPPOSED TO SHIP IT BUT STILL TOOK A FULL DAY. They offered to send another one a week later which should be sometime this week but that's not viable due to the weather and they'd probably just over [redacted] sell it again based on the experience I've had with these untrustworthy [redacted] thus far.Desired Settlement: some sort of discount to show they were intentionally [redacted] me, because that's exactly what it looks like right now. Especially seeing as I'm a first time customer.

Business

Response:

We did speak with the customer today and we agreed to hold a really nice tiger reticulated pyhon (100% het albino) for him, to ship when the weather warms up a bit, tenatively in late March. We do not normally hold animals for more than a week, but because of the situation, we are happy to make an exception in this case so the customer can get the animal he wants. We understand he had a very small window of opportunity to ship safely, and because we were sold out of what he wanted, we could not ship when originally scheduled. The owner will personally choose an exceptional specimen so we can be sure the customer gets what he was looking for as soon as the weather allows.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would be happy with the response except the "exceptional" animal they were talking about was them promising me a female which I called them today to reschedule shipping for earlier and sure enough they were sold out of female and only had 1 male left and from what employees said it wasn't being reserved for anyone. So that was a load of crap. Employee [redacted] said he would talk to the boss and unless hes got a female hidden away I was lied to. I understand sometimes they don't get females in shipments but no one informed me of anything and it's been nearly a full week since they received the shipment of snakes with no word to me. Will update this when I get more information.

Regards,

Review: When I ordered a live cricket shipping from the LLL Reptile Website I was forced to pay an extra $1.95 for "winter feeder packing" which is described as "may include sealed boxes, doubled boxes and/or heat packs". I understand that this packing may be necessary to keep the crickets alive in cold weather. With past orders from them, I have rec'd double boxes and a heating pack when I paid extra. My last shipment I rec'd on 3/14/14 was just a regular open vented single box (warm weather package) even though I paid for the winter package. I called the store and asked for credit/refund for the $1.95 charge because I paid for a service I didn't receive. I spoke to a store and warehouse mgr. Both told me that they charge for the winter feeder packing but it's up to the discretion of the cricket supplier whether to ship it in winter packing or not. I told them you can't charge me for that packing if you don't send it to me that way. I was told it's like an insurance in that you pay for it but only use it if it's needed. I said their website does not state it as an "insurance" and that it's very misleading. I would like to know if this practice is legal and if I am I due a refund.Desired Settlement: They should also clarify their wording on their website as to their winter feeder packing practice.

Business

Response:

In the winter months, we do impose a flat $1.95 "winter packing fee" on ALL live feeder orders, for all of our customers, nationwide. This is a flat fee on each order to cover the increased costs of shipping in the winter. To ensure live delivery of crickets in varying temperatures, the boxes are packed individually with the customers local weather forecast in mind. Since the temperatures were warmer that week at the customers delivery address, the crickets were shipped in a ventilated box without heat packs, and I assume they arrived in good condition, we were not notified otherwise.It was noted on our website that it's a flat fee and "may" include the adjustments to packaging the customer listed. This customer has been ordering from our company for several years and has seen the winter packing fee each winter, as well as seen the fee disappear in the warmer months, as our shipping and handling costs decrease. We impose the fee as a flat rate so our customers know when they make their purchase what total price they can expect, and not be hit with charges later on if their weather is too cold. Ultimately, it also leaves the packaging decisions in the hands of the experts packing the live crickets, so that we can guarantee live arrival as well. Cold temperatures do necessitate double boxing, heat packs, and in some cases, larger or smaller sized boxes to keep the temps in transit overnight ideal.Since the temps are warmer nationwide (on average), we have removed the "winter packing fee" from live feeder orders as of this week. We remove it every year in spring as soon as it is no longer necessary for the majority of our shipments. However, if your temps are cold in the summer, we do still include double boxing or heat packs to keep the crickets alive, at no extra cost and with no extra packing fee involved. This insures our customers not only know what to expect, but continue to get the best value in live feeder shipping without over-paying, and the overwhelming majority of our customers enjoy the reliability and convenience this policy creates.With the same hope of overall savings in mind, we also offer a flat rate of shipping for all of our feeder orders. Our shipping cost varies greatly depending on the location of overnight delivery, but the flat rate cost of the crickets is the same, and includes shipping charges, so you do not pay more just because you are located on the west coast, when our cricket farm is in the midwest.We certainly apologize if the customer felt our online verbage was not clear, or that our store managers did not fully explain the fee. The fee is not an option the customer can choose when ordering, it is noted on our website before crickets can be added to the shopping cart, and reflected in the shopping cart total before and during online check out.As a show of good faith, we have refunded the customers winter packing fee of $1.95 back to her credit card. This is not our normal policy as explained above, but we can make an exception to amend the situation. Though the packing fee has now been removed for the warmer months, it will be posted on our site again next winter for our customers, to ensure live arrival nationwide of their feeder insects in the cold weather.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I appreciate their response and good faith action.

Regards,

Review: I ordered a snake for 349.99 plus 41.99 shipping. It didnt seem healthy and wouldnt eat and died shortly before I could call the company. They said I was past a 3 day wait, but if the animal is sick then obviously its considered defective. The manager said shed give me another snake at the cost of shipping and handling for another 41.99. Which I agreed to. I get the second snake- she wouldnt perch and stayed grounded and I contacted the manager [redacted]. She told me to wait a few days and if it didnt change behavior to call her again. Well. The snake died again before I could call. I call [redacted] again and this time in order for me to get another snake I have to pay half the cost plus shipping at 41.99 again? I examine the body and find mites. Their owner chooses not to talk to customers, and instead has his managers tell me in a nice way that I dont know how to take care of a snake. UnacceptableDesired Settlement: I want another green tree python or my 349.99 refunded to my paypal account. I will pay shipping but I am owed a healthy snake.

Business

Response:

We offer a 3 day guarantee on live animal purchases through our company. I will paste the full written guarantee below. Because reptiles are cold blooded, their housing and environmental conditions are crucial for long term health. The guarantee states that we must be notified immediately if there seems to be any problems with the animal, so we can help correct the situation before an animal becomes seriously ill. The first snake was sent to this customer on Feb 12. He first contacted us over 2 weeks later to tell us that the snake had passed away. Even though at that point it was far passed the 3 day guarantee, we agreed to replace the snake for free, the customer only had to pay for shipping. We explained the guarantee terms in full, and along with the customer choose a nice and healthy specimen that shipped on March 3rd. We did this as a gesture of good faith and customer service.

Again, the customer notified us well over a week after the snake arrived that it passed away. Since we already replaced the snake once for free outside the stated time frame, we cannot continue to make exceptions and replacements outside our guarantee. We did however, offer another snake at a discounted price below our cost to help the customer out if he chose to get another snake. We also made recommendations both times of other species that are easier to care for and less expensive since the customer indicated he was on a budget.

We feel the initial free replacement and the offer of the discount, both beyond our normal written guarantee, are a fair offering for the customer in this situation. Here is a copy of our written guarantee.

LLLReptile & Supply guarantees our animals to be alive, healthy, and to your satisfaction upon arrival, and for 3 days after arrival (amphibians are guaranteed for live arrival only). Notification of dissatisfaction must be made within 24 hours if you notice any problems upon arrival. If you have any questions or concerns, we expect you to call us first (we are open 7 days a week). We do not guarantee animals that are not signed for on the first delivery attempt. You must be there and sign for your animal delivery.

All animal shipments are shipped Fed Ex Priority overnight directly to your door. Shipping on live animals orders is $39.95, plus $.99 for any heat or cold packs needed. Oversize or overweight animals (like large tortoises or pythons) will require additional shipping charges. Live arrival can only be guaranteed when temps. in route are between 35-90 degrees. If the package is delayed by the carrier, our guarantee still applies!

We also guarantee the sexing of our animals. If they are listed as males or females at our website, they are guaranteed to be as such. A “pair" is one male, and one female.

We not only breed some of our animals (like our Sulcata Tortoises), but many of the animals at our website are from some of the top breeders in the country! We make sure that we are offering the highest possible quality animals available.

Internal issues on imported animals are not included under our guarantee; it is an outward health guarantee only on imported animals. Please be aware of what you are purchasing, and do the proper research (and ask us, as we are very happy to help!).

Our guarantee is void if you do not have the proper environment to house the animal in (for example, putting a bearded dragon in a plastic kritter keeper is not appropriate). This includes temperature, bedding, and proper lighting.

We make every effort to pack animals according to your weather conditions, but can not guarantee animals when your daytime high temperature is above 90, or your daytime high temperature is below 35 degrees. LLLReptile & Supply, Inc is not responsible for freight/shipping charges on the replacement of animals, and there are no cash refunds of any kind, store credit only.

If for any reason you would like to return your animal - you are responsible not only for shipping, but for the animal to arrive back to us alive and healthy. You must ship the animal back overnight, and pack it properly just like we did when it arrived to you. Shipping materials can be found here and you can watch how to pack and ship a reptile video here. You can use shipyourreptiles.com to print a UPS shipping label and safely ship your animals as well. If the animal does not arrive back to us in good condition, our guarantee is completely void.

Call with any questions at ###-###-####. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It wasnt two weeks. 3 day arrival and the next day it dies. Many other customers will agree as they have had the same horror stories with you. Even a reference on ripoff report will vouch. And I was only on a budget because you took me for the original outstanding price plus shipping. Then sent me another unhealthy snake at the cost of sending more money. And even though paypal doesnt cover live animals, it should have shown up in my invoice.I had to go to my bank account to verify. One thing that upsets me, is that you can take hard earned money from someone and have no remorse. All you did was tell me that I didnt know how to raise a snake and threw snake facts at me (which I already knew)

Regards,

Business

Response:

We feel our initial full replacement of the animal as well as an offer of a discounted price for the second issue is fair. The owner of the company does not handle customer service issues directly, we do have competent managers that speak directly with our customers and enforce the policies set in place by the owner. The customer has spoken with more than one manager regarding this issue over the phone.

We have gone beyond our normal animal guarantee already for this customer, and his offer for a discounted snake still stands. As we told the customer on the phone, we are also willing to work with him to apply a partial credit towards a different species of snake that is less expensive or easier to care for, so he can end up with a pet he is happy with and will do well in his care, without having to invest more in a more expensive and difficult to care for pet.

All of the feedback the customer provided initially about the replacement snake was positive. He did mention it wasn't perching after a few days, but we were told it ate, and mites were never mentioned when we asked about the snakes condition. He did contact us outside our 3 day guarantee to tell us it passed away.

We want our customers to have a positive experience with our company and their pets, which is why we have gone outside our guarantee for this issue. However, we feel one free replacement and a second discounted animal beyond what is covered under our guarantee is a fair offer.