Complaints

This profile includes complaints for Backwater Reptiles, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Backwater Reptiles, Inc.

  5406 Crossings Dr Unit 102375 Rocklin, CA 95677

• 

  Backwater Reptiles

  810 Main Street Unit B Universal City, TX 78148

• 

  Backwater Reptiles, Inc.

  5406 Crossings Dr Unit 102375 Rocklin, CA 95677-3932

• 

  Backwater Reptiles, Inc.

  810 Main Cir Unit B Universal Cty, TX 78148

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't get my turtles yet and I paid over 200 dollars, now they are offering hatchling pair and I said that's ok. They are very slow to respond, and the price difference has not been disclosed and I have not been refunded the difference. I also have requested a care instruction sheet or list for hatchlings. So, I am still waiting to receive them..... Thank You, ***** *********

  Business Response

  Date: 07/02/2025

  All responses have been within 24hrs? I'm unsure why you feel the need to open a BBB claim due to perfectly resonable response times. 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  please remove the complaint and the information attached thereto from this Business. 

  They say they will sent the turtles when this is done. 

  If I do not receive them I will contact again.. 

  Thank You

  Marie Friedmann 

  208-617-7765

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 4th I ordered two tree frogs totaling over 155$ . They have a 7 day guarantee or you can get a replacement or refund . may 12th I paid for shipping on replacement frog . Never received either . So by may 14th I asked for a full refund on the frog that cost ***** & the shipping I paid for the replacement frog I didnt receive which was 35$. The company has ghosted me and stopped responding .

  Business Response

  Date: 05/18/2025

  That is not accurate as we have never "ghosted" someone. If you sent replacement funds, have you attempted to email us to let us know they were sent so we can ship the replacement order? Unless we are notified that replacement funds were sent, we would not know if the funds were sent. We provided Guarantee Terms per the website agreement and are waiting for a response on which option you want.

  Customer Answer

  Date: 05/18/2025

  I am rejecting this response because youre simply not giving correct information. I did in fact inform you of my shipping payment I also provided you with attachments that you have ignored, Ive messaged you multiple times no response on how your going to make things right no sympathy etc . I also provided you with transaction numbers . Still nothing youve had since Monday may 12 th to fulfill the order still have not done. Along with since I still have not received a replacement id like a full refunded on the 7 day guarantee and the additional shipping you had me pay for something you never shipped and something I didnt receive lets be honest almost 40$ for shipping something that was never sent and nothing to show for it is crazy along with a frog that was almost 50$ dead that I no longer have and your site states 7 day guarantee then why wont you refund my money?

  
  

  Business Response

  Date: 05/19/2025

  We already informed the customer, we are unable to open specific attachments and we kindly requested she just type the invoice number in the email. It is 6 digits long. She refused therefore we had trouble locating the order. She was eventually refunded once we were able to manually find the order by sorting through hundreds of invoices. She has been taken care of and this complaint can be closed.

  Customer Answer

  Date: 05/20/2025

  I am rejecting this response because: i just want to thank the better business bureau because if i did not reach out this probably wouldnt have been settled due to them not responding till i reported this. I provided them multiple times with alll the information I was informed that they couldnt open my attachments but I did cooperate with the transaction numbers they had days to respond they just chose to ignore it till I reached out . I hope in the future they do better with their customer service and are more empathetic and do their part . I more than likely would have just been out that money if I didnt reach out . And I know Im not the only person this has happened to.
  

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spiny softshell turtle from them and never received anything.

  Business Response

  Date: 04/21/2025

  Correct, you ordered a Turtle from us to which we contacted you the same day to inform you we sold out of the species you originally wanted. We offered other species or a refund and are waiting for a reply to that email. This dispute is very odd. You can just respond to our email and let us know how you want to proceed with the order?

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We order a tarantula and it showed up sick. We reported it and it died. They asked us to pay the $35.99 replacement cost snd we did and now we cant get anyone to answer an email. So now backwater reptiles has basically stolen $200 and broke a kids heart. He is a little guy that saved his birthday and chore money to only have you folks rob him of it. You should just do the right thing and conduct yourself and your business right. Folks are spending their hard earned money on your product and youre doing a poor job in return. Tighten things up around that outfit and you should have to have folks chase you down like this to have resolution. Your business is going to go away if you dont change how you service your customers. This is America! We are trading goods and services on American ground! Act like you should be here and be a good **************** providing services like you should be. Come on. It should be better than this!

  Business Response

  Date: 04/01/2025

  ******, your mom emailed us this morning and we already responded to her and answered her question. I truly have no idea what you're referring to and it sounds like a miscommunication within the house. Please speak with your mom who emailed us about your order. 

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, March *******, we made a purchase online from Backwater Reptiles, Inc. Within minutes, it showed from the bank it was taken out. By 10;15 pm our time we were contacted via email that we were tagged for fraud, and they wanted copies of Driver's License and card. We went back and forth on emails about this order. All the time we tried calling the company and never got a response. The money has been showing pending for a few days and still no response from them. We had to have our card shut off, which has been a nightmare for other bills.

  Business Response

  Date: 03/15/2025

  I'm very confused, if you wanted to cancel the order instead of verifying it, you could just request to cancel the order. Opening a BBB dispute is not how you cancel an order?

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will never buy from this company again. I ORDERED FEMALES. & was sent males. & not in great condition. Male chameleon had sore on his face. I ended up having to buy whole new set *** for the males I recieved all for their MESS UP. Reached out to their company to see if they would resend me females and they were rude and not helpful at all. They told me the male female option button is just a preference. What kind of ******** is that. If youre not going to send what people wanted then give them an option to cancel the order. & WHY PUT A MALE/FEMALE option if youre not even going to abide by the f****** selection the customer picked. Do not buy from them unless you want to be disappointed

  Business Response

  Date: 03/07/2025

  I've attached a screenshot showing the very clear gender disclaimer we have on our website. We are sorry to see the customer chose to ignore that knowing gender was just a preference. Gender is just a preference so none of our animals are listed by gender or based on gender. They are just listed as the animals themselves and can be either gender. She received the correct animals that were orderer and paid for.
   

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unreasonable live arrivals guarantee. I ordered two XL Hermit Crabs. They were ordered before a scheduled shipping break for the holidays in December. I was never given a tracking number. Only a email that said there was an issue with tracking info but to be on the look out for my package as it will need a signature and arrive on the date I was under the impression it would. I waited all day for the package and it never arrived. The company was emailed and they said it was a misunderstanding when they were the ones who sent the email confirming my package was still to arrive. Finally later in the week they shipped my package. I still was given no tracking number until far after the argument about my dead crabs. They sent me smelly, dying hermit crabs in chipped shells. Backwater Reptiles were emailed on what to do when the animals I ordered died that very day I received them, they waited 3 days to get back to me. Staring their little loop hole of a guarantee was online, and that I needed to take photos of the dead animals upside down on the shipping label they sent in the package. I wasnt going to hold onto rotten dead animals for three days waiting for their response. Because of this, they were able to scam me out of $85 for two dying hermit crabs which were supposed to be XL but were only average sized and came in chipped shells. Its unfortunate they can get away with sending these poor creatures in such sad condition and then pocket the money unsuspecting patrons spend on them. Upon further investigation, many, many, MANY people on several platforms of the web recommended against buying from this seller and they all mention sick and dying animals being delivered and not being able to get a refund or even replacement animals because of their shoddy guarantee. I am aware they will argue back in the response to this complaint, as they have with many other former customers, but its worth it to let others know of this shady business.

  Business Response

  Date: 01/13/2025

  I've attached a screenshot of the Terms they agreed to. If a customer is unable to provide proof of their claim, we cannot move forward with their terms. It's not a "scam", these are terms the customer read and then agreed to during checkout. They are well aware of what is required in the event of a DOA. If they were unhappy with the Terms upon reading them, I'm unsure why the order continued to be placed. 

• Initial Complaint

  Date:10/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 10/08/2024

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

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 09/16/2024

  I am rejecting this response because: stop contacting me
  

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** 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

  Date: 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 Answer

  Date: 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

  Date: 09/15/2024

  We are sorry to hear of your disappointment. 

  Customer Answer

  Date: 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.