ComplaintsforBackwater Reptiles, Inc.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order with backwater reptiles paying for overnight shipping and never received a tracking number when they said they would provide it same day of purchase. Came across negative reviews on BBB and am discouraged about order now.

  Business response

  10/08/2024

  How are we supposed to respond to this? It's just a statement.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 2 frogs from this company on August 30th. Due the labor day they weren't going to be shipped out until September 3rd for delivery on September 4th. On sept 4th I only received 1 frog. I tried calling and no one picks up the phone, mail box is full. So you can only email them. I emailed them and we went back and forth for several emails, they admitted that this was their fault and refused to send me the rest of my order unless I paid an additional $55 shipping. They admitted this was their fault and they should send me the rest of my order without me being charge 1 cent more. So I told them I want half of the first shipping amount and refund for 1 frog and I was denied. They only want to issue me a refund for the frog not the shipping.  

  Business response

  09/11/2024

  This customer ordered (2) products and paid for Overnight Shipping. Their order was shipped via Overnight Mail as paid for and only (1) product was received. We provided them two different options and they chose the refund. They were refunded for the missing product in full. I've attached a screenshot where we specifically state on our website, any missing items will be refunded therefore we are shocked to see they are disappointed or confused that the product was refunded. 

  Customer response

  09/11/2024

  I am rejecting this response because:

  This company has admitted that this was their fault and not mine. So to rectify this situation is to send me the other half of my order. I would of never ordered a $30 frog and paid $55 shipping for one frog. Maybe they never had the 2nd frog to begin with but still wanted the sale. Not sure. However I would of ordered from another company if I knew they were only going to send one. So if this is backwaters fault, I should not be responsible for additional shipping. **************** is key to any successful business. they should at least refund me half of the original shipping or sent me another frog (prior to the frog refund) a fair deal is to have sent me the rest of my order or given me a refund for 1 frog plus half the shipping so that I can go elsewhere. 

  
  

  Business response

  09/12/2024

  *******, we agreed that she did not receive her full order therefore the missing portion was fully refunded back to her. Please reference our previous picture showing that this was the agreed upon policy. There is nothing to argue when the situation has been rectified. 

  Customer response

  09/12/2024

  I am rejecting this response because: i will never except this treatment of custom service. There is no reason that I shouldn't get what I have been asking for. This is a terrible company and I will keep sending out bad reviews so that no one else has this ridiculous experience.
  

  Business response

  09/15/2024

  To be *****, as already stated, the terms were listed on our website and reviewed (and signed for by every customer) during checkout. If she was unhappy with our terms upon reading them, I'm unsure why she continued to place the order. 

   

  Customer response

  09/16/2024

  I am rejecting this response because: stop contacting me
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** died within 2-days of arrival. Policy states full refund within 7-days if this occurs. Submitted several rounds of pictures, along with a 3min video of me unearthing the dead turtle. They continue to state that we didnt meet the submission requirements. Heres a link to the video proving the animal is dead - **********************************************************************************

  Business response

  09/06/2024

  This customer stated he had a DOA on his order. We asked for the required picture confirmation that was agreed by this customer, when he chose to order with us. He sent pictures that did not comply and a video. We again, informed me all customers are treated equally therefore the same picture will be required from him that is required from everyone. He refused to send the picture after asking various times and then stated he was going to dispute his payment. Please see attachments showing the conversation where we instructed him on what to send and him refusing to send it. At this time, due to his lack of sending the contractually agreed upon picture, he cannot qualify for a refund. Had he just sent the picture, he would qualify for a refund.

  Customer response

  09/13/2024

  I am rejecting this response because:

  This company is now stating "requirements" that differ from what they initially instructed, as well as those listed website.  While they come across as merely citing this "required submission process", it is not published within the guarantee terms listed on our purchase receipt or their website.  After they insisted the animal in two different sets of picture submissions we sent them "appeared to still be alive", I provided a live video of myself walking up to the grave of the deceased animal with the delivery residence clearly shown in the background, taking the grave marker out and digging it up from a foot below ground, dangling its lifeless limbs and manipulating its head, showing its decayed eyes and describing the smell, as well as providing a view of a phone to prove the date and time this video occurred.  I spoke throughout this video explaining what I was doing the whole time and providing FAR, FAR MORE than the required "proof" that the animal was no longer living.  They insist to this day that the animal does not appear deceased and that I now need to re-dig the dead animal from the ground to take a picture of it on a dated white piece of paper.  This is simply inhumane and completely unnecessary to prove that our transaction needs to be processed under their guarantee policy for refund.  We understand and agree that their (overinflated) shipping cost is non-refundable per their written terms, thus are only requesting the lesser portion of our original purchase price be refunded.  Below I have provide links to the video that clearly meets ALL requirements to prove the animal is deceased, as well as a link to their 7-day guarantee listed on their website.

  While this company continues to cite unpublished terms/policies that are holding up our refund, they clearly refuse to honor their guaranteed terms on a regular basis-- feedback on various platforms spells out the same story time and time again.  Our repeated attempts to discuss via phone are always denied and employee names are never given-- they operate by email and website interface only to hide their identity and exposure for liability.

  Please push for an immediate refund on our behalf, as this company's demands are completely unreasonable considering the extent of evidence already provided.  

  Please feel free to call me anytime to discuss - ************ cell

  LINKS:

  1. video of deceased animal - **********************************************************************************

  2. published 7-day guarantee - ****************************************************************************

  
  

  Business response

  09/15/2024

  We are sorry to hear of your disappointment. 

  Customer response

  09/16/2024

  I am rejecting this response because:

  I will accept nothing short of a full refund, as promised in this vendors 7-day guarantee policy.  They clearly are not a BBB worthy business, violating their own published refund policy.

  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 giant day geckos and in the listing it says the have a vet experienced reptile worker I was sent a dying gecko skinny all bones, I was told by a vet she possibly has a parasite and doesn't look healthy and for me to pay for the stool test which I shouldn't have to be going through this.  

  Business response

  08/28/2024

  A little background on this customer has previously tried to order with us however incorrectly placed his order therefore it was flagged by his bank. Instead of just cancelling the order, we reached out and allowed him a chance to verify it was not fraud as suspected. He then responded 25 times in a row to which we kindly said "Please refrain from sending multiple emails as you're clogging the inbox and further delaying a response." We were then told we are rude and he wants to cancel his order to which he then got upset with us for and further insulted. He chose to then again place another order; we shipped this new order. Within just a few minutes of the package being delivered, he contacted us again with complaints. We informed him that these are live animals and shipping can be stressful. We asked him to wait a bit and allow them a chance to acclimate and calm down before jumping to conclusions. Within just a few minutes again, he contacts us stating how he already took them to the vet (again within minuets of the delivery) and his "vet" is stating claims which we disagreed with. It is beyond clear this customer has wanted an issue since before his package even arrived and we should have parted ways sooner. We have provided guidance and assistance to this customer the entire time and this ******************** dispute is wildly unreasonable.
  
  

  Customer response

  08/29/2024

  I am rejecting this response because:  this is a retaliation issue I was told my my vet if they had 28 year of experience they wouldn't have shipped a sick lizard I want a replacement or refund tor the sick one we see they don't want to accept blame when they're bringing up a communication that has nothing to do with the order placed they were rude because I had multiple questions they didn't Wana answer  so I feel I was sent a sick reptile on purpose  if you ****** their name nothing but bad comes up if we're going to bring up nonsense that doesn't Regard to this purchase 
  

  Business response

  08/29/2024

  We have explained everything we can regarding the situation and have offered the customer advice and resolutions to which they are declining. There is nothing more to be said on this dispute. If the customer would like to work with us, please contact us via email at the company email we were discussing from earlier. 

  Customer response

  08/29/2024

  I am rejecting this response because: I want w a refund for the sick reptile I'm not closing case  this is to be handled on here I am not going to email yall I already email yall to much if you have a resolution  we can fix it here  what your offer because de stress a reptile that is the same and is in the hands of ******** reptile rescue now they said that was a sick baby and shouldn't have been sent I can get a statement from them too

  
  

  Business response

  08/30/2024

  We have provided the customer (more than once) with the link to our Live Arrival Guarantee page which goes over the proper protocol on how to submit a claim. Simply just demanding a refund, is not the proper way to submit a claim. I'll leave the link here as well for BBB to review. If the customer needs to open a claim (as already explained to them various times), then please follow the proper procedure on how to do just that
   ****************************************************************************

  Customer response

  09/03/2024

  I am rejecting this response because: I went to the claim form as they instructed and asked  for information how to start a claim they said animal had to be dead not on its death bed they have scammed, and ripped off at this point I want my money back I don't want a replacement or anything from them  they have showed their true colors  God forgive them for the love of money has them ripping people off
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a leopard gecko from Backwater Reptiles. It shipped quickly and arrived on time but the gecko I recd is sickly, appears to me malnourished and blind. He walks around with his eyes closed bumping into and walls. Extremely lethargic. Also, looks like he has bone deformities.

  Business response

  08/14/2024

  As already explained to the customer, a Gecko having their eyes shut does not at all mean they are blind or have health concerns. Our Leopard Geckos are kept in a bulb-free enclosure with only a heating pad for warmth. Therefore, the bright light the customer is using is likely way too harsh for the animal, thus causing them to close their eyes. These are also a captive bred species acquired from the top most reputable breeder and we have had 0 other concerns stated from any other customer, from this same batch. This allows us to deduce that the Geckos are perfectly healthy and overall not "ill". It does not mean the Gecko did not become ill once in another person's care and we are unable to confirm if that happened or how since the animal is no longer in our care. 
  
  
  
  

  Customer response

  08/23/2024

  I am rejecting this response because:

  So what is my recourse? This animal has still been unable to **** on his own, he has what appears to be bone deformities. I have two other geckos who do not act like this, not look the way he does.

  
  I have to hand feed this one cause he doesnt appear to see his food even as the crickets walk on him. He is still walking around with his eyes closed even with only a red night basking light. He cant find his water dish, so always looks dehydrated until I soak him in water. 
  
  If you search the internet for others comments you will find that unhealthy animals seems to be a regular with this company. 
  
  I am not okay with their simple answer as the lizards conditions has not gotten better with time, as they promised. 
  
  Since the first day of its arrival, which should prove the fact is has NOTHING to do with my care. 
  
  I want this complaint to stay on the website since they have given no resolution. I understand they wont refund or take the gecko back but giving me no option is not okay. 
  
  As far as I am aware, the company drop ships, so I am wondering if they have a photo record of the animal prior to its departure to prove that it was in fact in good health. My guess is, they dont. 
  
  *****************************
  

  Business response

  08/23/2024

  We do not take photos of the animals before shipping and I'm unaware of any other online *************** that does? That would cause too much confusion between orders. If an animal is not thriving in a customer's care, unfortunately, that is not a reflection of our company. They ordered a baby Leopard Gecko and we shipped a healthy happy, baby Leopard Gecko. Our end of the agreement has been fulfilled. 

  Customer response

  08/28/2024

  I am rejecting this response because: First off, they sent an adult male, which they seemed confused about. For something to be thriving that required time, but the issues were reported upon arrival and have yet to resolve themselves as this company insisted would happen. This gecko is still sickly, as he was upon arrival. What proof can they provide, that they did, in fact send me a thriving and healthy ADULT gecko. This gecko was already a sickly little guy. He still cant find his own food. Still bangs into the wall and walks around with his eyes closed. The gecko is also missing toes! I know for a fact that this is not normal behavior because I have other geckos, both from two different retailers. This gecko from backwater, is the only one I have with problems. If they refuse to admit that they are selling unhealthy reptiles, there is nothing more I can do. I have provided videos and pictures, they have provided nothing but inaccurate information. Please keep my complaint on file and thats all I can ask for. It should be known to the world, that this is not a place to order from unless your goal is to get a calcium deficient unhealthy reptile. 
  

  Business response

  08/28/2024

  We are sorry to see we disagree with the situation at hand and wish the customer best of luck moving forward. We understand and are fine with parting ways here in regards to working together. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a yearling iguana and was sent a baby iguana but it also didn't arrive on time so they were reimbursed for the shipping cost which should come back to me but the worst part is that the iguana was left in a cloth bag in a box with a Styrofoam box inside of it in a semi trailer in ***** from Wednesday morning till Thursday morning then in a delivery truck till Thursday afternoon I told him he was in a semi trailer he argued that he was at the *** distribution center and in a climate controlled area I said no he was not and he needed to get ahold of someone to get help but he wouldn't so my iguana was in the box in a semi trailer in ***** from Wednesday morning till Thursday afternoon with no heat light no uvb light no water no food now still he is traumatized and still will not eat or drink so I have to give him warm water soaks and force feed him pediolyte and blended vegetables and fruits every day and the vet still isn't sure he will make it I also feel that they should help me with the vet bills till he is out of the ***** and eating good on his own

  Business response

  07/24/2024

  Our live arrival guarantee is in place for animals that has passed away. If there was as issue with **** we are sorry to hear that (as already stated to the customer) but we are not *** therefore that is not a reflection of our company. We have been shipping living animals for over 10 years (some inside clothes bags, *****, containers, etc.) as that is standard shipping requirements and protocol. While we understand concern for an animal, the general public is not properly trained on how to package and ship a living animal therefore should not be providing criticism. If the customer has any concerns regarding their animal or care, they are welcome to contact us directly via email so we can properly assist them.  Opening a dispute to complain about their delivery is not the proper way to get assistance on animal care.

  Customer response

  07/25/2024

  I am rejecting this response because:for one  this is a baby not a yearling this barely fits in my hand a yearling is much larger than a hand but even a vet said it was a baby so I did not receive the yearling I ordered and then you received the shipping fee back from *** as they stated to me that they reimbursed you for it so you should have already returned that to me I wanted a yearling not a baby a yearling should be about this size as my last one I had as you can see there is a large difference between the two iguanas the picture of the one was when he was 1 year 4 months the one you sent me is no where near that size like I said the vet even said it was not a yearling 
  

  Business response

  07/25/2024

  You are welcome to reach out to us via email as mentioned, if you need to open a claim with your order. Opening a dispute and then demanding assistiance is not the proper way. 

  Customer response

  07/29/2024

  I am rejecting this response because: I feel better if there is proof of conversation between us I know you received the shipping fee back from *** and you sent me a baby iguana not a yearling you should reimburse me my money I paid as the shipping cost is mine and you know you owe me for the wrong item you sent instead of what I ordered 
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were planning our purchase for 7/1. I read that the online store may not be up to date. So on Friday before our purchase I tried to call to check availability. I got an automated system that said we will respond with in 2 days. When I got to where I could leave a message the voicemail was full. Monday morning I sent an email to check on the order my wife had placed. I still haven't got an email back. It's now Tuesday. She placed the order online Monday. Part of the website says ***** for shipping and one spot says *****. I got charged the *****. We got notice today that they do not have any reds in and asked if I wanted a blue or green. The red was the middle priced one and that's what we could afford was one red and one blue. I'd settle for another blue but o don't thing I should have to pay for the difference in the prices based off of the issues I've had even trying to get a hold of you people to avoid this situation all together

  Business response

  07/02/2024

  I'm not understanding the issue here exactly. We informed your wife (who we have been speaking with with no issues?) that we did not have Red Iguanas and then offered her alternatives. She then chose an alternative and we shipped it. She even responded back to the email and said thank you and confirmed shipping. Why is this complaint even open?

  Customer response

  07/03/2024

  First of all this complaint is open because of you people did what you were supposed to and made it easier for customers to contact you or even responded to my email you could have informed me you were sold out. Second you people have the nerve to email my wife and tell her you felt as of WE were trying to scam you. You have OUR mo ey. How are WE trying to scam you? I feel as of your company os shady at the least. You ignore people trying to contact you, wait for people to place a multiple piece order then all of a sudden don't have something on their order in hopes they will just settle for something else. So then you people get the sale and keep the customer from going somewhere else because they don't feel like dealing with waiting on a refund or picking a better company to do buisness with. That is just being a scammer and extremely sneaky.you all have no customer service skills, an out of date website, and make it hard to contact anyone

  Business response

  07/08/2024

  As per the screenshots from the customer himself, he was clearly not ignored or "scammed". He also just confirmed as well, how we were speaking directly to his wife (the account holder) and they were clearly not communicating or on the same page. 

  Customer response

  07/09/2024

  I want to know how we were scamming you all then? You guys are shady at beast. You say you pride your selves on great customer service and that you all have healthy animals. There are multiple reports from this year alone stating different. You all are saying that our habitat isn't right. Ok ****** what is required for an iguana. He has plenty of space, proper lighting, proper food and proper heat. From day one we stated that he was sick. We even sent photos. So if he was sick before he even got put in his habitat then how is the habitat the issue? You guys just look for everyday to not honor your commitment to your customers. If he was sick and multiple other animals were sick you guys have sold (that's just from people who actually take the time and make it well known about your "quality" animals) how many other animals at you facility arnt takin care of? Maybe it's time to contact your local animal control office and have them do a well fare check. All we want is a refund for the one now dead iguana and we will cease communication and I will stop filing this complaint with the BBB and stop posting on every reptile site ******** has to offer about our experience with you that so far a lot of people are commenting about similar issues

  Business response

  07/09/2024

  When we confirmed (kindly) with your wife that we were shipping and then provided her tracking which you then decided to open a dispute with BBB, yes, it felt very much like a scam to get a Free Animal knowing we just shipped the order and provided tracking for it. 

  Customer response

  07/09/2024

  And it kind of felt like a scam when your website said the one I wanted was available and you all couldn't be reached by phone nor did you respond to my email so you let us place the order just to tell us oh sorry we don't have that one available. You guys are shady, horrible customer service, provide a lack of proper care and failure to maintain the health of your critters. I will keep posting on every internet site I come across about how your buisness operates. All we want is a refund pf the 110 dollars or whatever for the already sick iguana you sent is. We showed proof it was skinny. It wouldn't even really run around. It was sick from the moment you all shipped it.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a pet from them Thursday june 20th, 2024. We were supposed to get a tracking number June 23rd night before our pet arrived and never got anything. They stopped responding and still have not given us tracking. We are not the only people who have had issues with animals not arriving and being shipped as well. I should have read reviews before hand but my husband had ordered from them and it was okay before. The animal should have gotten here 3 hours ago in the morning and we still have nothing.

  Business response

  07/07/2024

  This customer was responded to and then failed to ever respond back to us. See attached snapshot. Her aggressive behavior is not appreciated.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a spider and received a empty container.

  Business response

  06/19/2024

  As already explained to the customer, there is no shipping error here since all records on our end can confirm, the order was properly shipped. We have packing records, shipping manifest, weight confirmations, etc. And even with all that said, we offered various times to still help aid in the situation that was not our doing, and provide a heafty discount of $85 on a replacement which would make it $50 total for a new reshipment. If the customer does not like our responses or our extremely fair resolution offered, that is not a reflection of our company. We attempted in good faith to work with the complaint and provide a fair resolution for both parties. See attached screenshot.
  
  

  Customer response

  06/20/2024

  I am rejecting this response because: I never received the spider. So the offer is not fair.
  

  Business response

  06/20/2024

  Right---- which is why we are offering to help you with a replacement since you claim to not have the animal.

  Customer response

  06/20/2024

  I am rejecting this response because: you she be paying for shipping to since you didn't send the spider in the first place.
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tortoise from their website in April 2024. I feel their language on their website is misleading. When you order it clearly states that you can state your preference for male or female but there is no guarantee. According to my interpretation, explicitly stating that customers can express their preference of gender implies that your request will be considered. The "no guarantee" language covers the company in case an employee makes a mistake and misgenders and animal. When I received my adult Russian tortoise it was clearly a male. When I sent an email to inquire about the possibility of getting a female, I was told that they do give an option to express gender preferences. When I replied with my further confusion, showing them the language on their website about expressing gender preference, they told me that language is there because they don't guarantee the gender. They do not respond to my further inquiries for additional information asking why they have language on their website about requesting a gender if they don't ever plan on honoring it. I feel like this is misleading and therefore false advertisement.

  Business response

  04/28/2024

  We have a very clear disclaimer (picture attached) on every ordering page on the website that states how gender is never guaranteed. You are always welcome to list a preference however it is just that, a preference. Not a guarantee as we can only ship what we have at that time. This again, is clearly on the website. We are sorry to hear if that was overlooked during ordering, however that does not justify a refund nor is their oversight a reflection of our company. 

  Customer response

  04/28/2024

  I am rejecting this response because your guarantee states that an attempt will be made. 

  When I immediately contacted you about said "attempt" you replied that you don't consider gender preferences (SCREENSHOT ATTACHED)

  The statement from your website implies that good faith effort will be made to honor gender preference.  Your reply to my initial inquiry states this was not done. And you refused to tell me if you had any females in your current "stock." 

  You insist the language on your website is clear.  There's more than enough BBB complaints to tell you that it's not.  

  Your practice is intentionally deceptive, withholding from the buyer that their preferred gender is not available before shipping nor disclosing if you have any of the preferred gender available when asked directly.  

  Business response

  04/29/2024

  I'm unsure how you can reject our response when it's a very clear, easy to understand disclaimer. Customers do not get to just decide they do agree with our statements? It's a statement, not an opinion.

  Customer response

  04/29/2024

  I suggested you should amend your disclaimer to explicitly state that if you don't have the preferred gender available you will send whatever you have with no contact to the seller.  You insist (as you still do) that your policy is clear.  

  I am rejecting this response because you refuse to acknowledge that your "disclaimer" is misleading. You have multiple BBB complaints from customers in a similar situation as I am. Yet you continue to double down on the clarity of your policy. I wish I had thought to check the BBB website before purchasing.  

  Your "no guarantee" policy implies that you're covered in case your "expert" makes a mistake.   It doesn't clearly notify the customer of your procedures when you're out of the requested ***. 

  Business response

  04/30/2024

  The disclaimer is not misleadning as that is doing exact what is "disclaimer" is there for. It's stating how you can list a preference but it will never be 100% guaranteed. See below definition:

  noun
  a statement that denies something, especially responsibility.
  "the novel carries the usual disclaimer about the characters bearing no relation to living persons"

  Customer response

  04/30/2024

  I am rejecting this response because your customer service is as poor as your comprehension skills.  You continue to ignore the part where your website states  an "expert" will make the attempt at selecting the gender of preference.   But then in your email reply to me, you explicitly told me this is not done.  Whether or not their attempt is correct or not, that's what is not guaranteed.  But your website clearly states that an attempt will be made.  And your email to me, clearly states to me that this was NOT done.  

  Here are some words you might want to familiarize yourself with, with special emphasis on the words attempt and explicit:

  attempt verb: to make an effort to do, accomplish, solve, or effect
  

  imply (verb) 

   1: to express indirectly 

  2 : to involve or indicate by inference, association, or necessary consequence rather than by direct statement
  rights imply obligations

  explicit (adjective) - fully revealed or expressed without vagueness, implication, or ambiguity : leaving no question as to meaning or intent

  mislead verb: to lead in a wrong direction or into a mistaken action or belief often by deliberate deceit    : to lead astray : give a wrong impression

  You mislead your customers by telling them you have experts who will attempt to honor their preference, then when asked about it, you rudely reply that this isn't true, and all misunderstandings are on the part of the customer simply because of your "disclaimer." 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩