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, Inc.

  5406 Crossings Dr Unit 102375 Rocklin, CA 95677-3932

• 

  Backwater Reptiles

  810 Main Street Unit B Universal City, TX 78148

• 

  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:05/30/2023

  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.

  I ordered a lizard 2 weeks ago from this company and the lizard died I believe it was sick and they are refusing to do anything about it other then giving me a discount on buying another lizard from them and I just want my money back I paid 90 something dollars in total

  Business Response

  Date: 05/31/2023

  Here is a link to our website Terms that the customer agreed upon and signed, when they placed their order with us: **************************************************************************** Their terms have long expired however instead of dismissing them, we offered to continue helping the customer and work with them on a replacement if they were wanting to try again. If they do not want to try again, they do not have to. I'm unsure why a complaint is being made when we are assisting them as a courtesy?
  
  
  
  
  

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because: this is what they are wanting to do and I feel its them just trying to get more money out of people Hi,
  
  
  Upon review of your order I see that your Extended Guarantee has expired, however, we appreciate your patience with the order and do still want to help! We can understand the disappointment in the loss of an animal, we've all been here before. 
  
  
  We want to offer a heavy discount on a replacement if you are interested in trying again. Just let us know :)
  
  
  
  
  
  
  
  Thank you,
  
  
  Backwater Reptiles, Inc.
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Ordered 2 yellow bellied turtles from this facility on 2/22/23 and they were suppose to be delivered 2/24/23 and they were not. Turtles arrived 2/27/23 and they were both dead. Offered to give a refund of just the turtles which is ridiculous. I will never buy anything from this establishment again and feel like my whole order should be refunded.

  Business Response

  Date: 02/28/2023

  I'm confused as to how the Terms the customers signed during checkout, are just now being considered "ridiculous"? Please see attached screenshots showing the contact that is signed by every customer who chooses to order with us. It clearly states that if an animal is deceased, they can either have a Free Replacement or a refund, minus the shipping cost. If she was unsatisfied with the Terms when she read them, I'm baffled as to why the order continued to be placed?
  
  
  

  Customer Answer

  Date: 02/28/2023

   
  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.
   Because the place is a joke 

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  2 frogs arrived dead. Company will not remedy the situation.

  Business Response

  Date: 02/23/2023

  The customer is unable to provide the proper proof of her claim, therefore yes, we are unable to move forward with normal Terms at this time since the normal picture hasn't been provided. The picture that is being requested of her, was clearly stated in her contract and she even read the Terms before placing the order so we know she is fully aware of what is being requested. If at any point she read our terms and was unsatisfied with them and unwilling to follow them, then the order should not have been placed. 

  Customer Answer

  Date: 02/23/2023

  I am rejecting this response because:I received two bloated and dead frogs. Their terms do not change this fact. Ive been talking to many people in the hobby of Whites tree frogs, and unfortunately this happens quite often from this company specifically. This matter needs to be resolved with a refund or replacement of healthy frogs. We are also looking into contacting their local agricultural department as well, since this seems to be such a wide spread issue Im concerned for the conditions these animals are being kept in. They are asking for specific photos of the animal bodies, we no longer have. They know this. I expect this matter to be resolved, and will not accept any other response.
  

  Business Response

  Date: 02/28/2023

  The customer refusing to send us pictures that we asked for and that she personally agreed to send **, does not change this fact as well. As stated, we can offer her refunds or replacements once she provide us the proper picture. We have never refused to help her; she refused to hold up her end of the contract that she signed. We do not see it fit to be punished for a customers own choices after they have all the information needed to provide them with their desired resolution. 

  Customer Answer

  Date: 03/01/2023

  I am rejecting this response because:I cannot provide pictures of bodies I no longer have. 
  

• Initial Complaint

  Date:02/07/2023

  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.

  On Sunday February 5, 2023 I purchased a green iguana from Backwater Reptile. Paid $39.99 plus tax and then overnight shipping was *****. Money was taken from my account on Sunday as well. (Closed on Sunday). Iguana was due to arrive on Tuesday February 7. No iguana received. Im being told that they are out of green iguana and refusing to refund. You cant speak with anyone for more than a minute then the call hangs up- they claim its the area theyre in. They gave me another website saying I could order from there but pricing is higher. I just want my money back without this **********. They emailed on Monday from some sales saying out of iguana but it ent to my spam folder. Why not call or text? They have no trouble texting but not returning text messages with ************ all numbers I have found to this company are going Straight to voice mail and of course their mailbox is full. Please! Can you help?

  Business Response

  Date: 02/07/2023

  The fact BBB allows just anyone to come on here and flat out lie with the only intent to harm a business, is mind blowing. Yes, we sold out of the original animal he ordered. The customer failed to mentioned in his "honest" review, that he asked us to compensate him $70 due to just selling out of something which is common with any retail business. We kindly advised we were unable to do that but happily offered other alternatives within his price range so there was no pressure to upgrade to a more expensive animal. We then cancelled his order within just a few minutes of him emailing us and informed him when it would be reflected on his statement. Please see out attached screenshot of the conversation. His egregious exaggeration should be removed from our account but if you choose to allow it, be sure to provide our screenshot of the conversation and immediate refund we provided him, to ensure anyone reading this has the truth.   

• Initial Complaint

  Date:02/03/2023

  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.

  They're selling sick wildcaught animals. I bought a tokay gecko, they sent her malnourished, and then claimed they have no record of my purchase. I even took the gecko to the vet and the vet said she was in bad shape.

  Business Response

  Date: 02/04/2023

  All our animals/orders come with a 7-Day Guarantee, including this customer. She contacted us about a concern with your Gecko over a month after delivery therefore her Guarantee had long expired. This is in no way a reflection of our company or animals seeing as the animal was outside of our care for over a month. We informed the customer of our sadness to hear of her animal passing away however we could not issue a refund or replacement again, seeing as we were well past the Guarantee Terms. 

• Initial Complaint

  Date:01/25/2023

  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.

  SCAM. I ordered a frog from blackwater reptiles, and within a day I had gotten an email its been shipped. They were sending me emails asking for all this extra money to be sent to them because the animal needs to be protected in the winter. First they asked for an extra 300. On top of the 300 I already paid, then another 600. I know heating packs and it's container don't cost that much. And I've read other reviews saying people were getting milked out of their money. I've lost 600 dollars and have no animal. And they've ghosted me.

  Business Response

  Date: 01/25/2023

  Again, this person is being scammed by a fake company pretending to be us. If he looks at the website he ordered from, it's titles "backwaterreptileslizardsandmonitors". We are not. Please remove this complaint seeing as it's not even about our company and we do not deserve to be penalized. 

  Customer Answer

  Date: 01/25/2023

   
  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.
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  Ordered a reptile from them and paid $240 that included shipping then I get a email saying they want me 2 pay extra $500 for shipping I never recieved anything from them and I want my money back

  Business Response

  Date: 12/29/2022

  He ordered from someone else. A common scam website appearing to be us but NOT us. We have never asked and would never ask anyone to pay $500 shipping. That's absurd. Please remove this ************** from our profile seeing as we are not the company he is having an issue with. If you review previous remarks, you can see this has happened various times before. 

• Initial Complaint

  Date:12/16/2022

  Type:Order 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.

  This store wont issue a refund. I have tried contacting them. They wont answer. The date of the transaction was made Thu Dec 15 6:03pm EST 2022 it is pending. The invoice number is ********** This is the transaction Id *********** I want my refund. This order was made by mistake. Please refund me backwater reptiles.

  Business Response

  Date: 12/18/2022

  This order was cancelled and payment voided on Thursday (Dec.15th) just as she requested. I'm unsure why she felt the nee to open a dispute when we did exactly what was requested? Please see attached snapshot showing date.

• Initial Complaint

  Date:11/27/2022

  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 purchased a Rainbow ******* on November 6th 2022, upon receiving him his paper towel was very dry, he was dehydrated, and looked to be sick. He had been to the vet 2 times since we have had him and he was not getting better, backwater falsely claims to have very great health chameleons and this has been proven to be false. His health was very bad when we got him and he declined each day no matter our efforts of trying to make him better. We want a full refund plus shipping because they knowingly are selling unhealthy animals, unfortunately for us we didn't see all the online complaints about this company before purchasing.

  Business Response

  Date: 11/28/2022

  We are confused why the customer is choosing to open a dispute instead of contacting us for assistance since they claim they want a refund? BBB does not provide refunds therefore if you want to open a claim with your order, we recommend contacting us. This is an odd way to get assistance with your order.

  Customer Answer

  Date: 11/28/2022

   
  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.
  
  

• Initial Complaint

  Date:11/19/2022

  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.

  I ordered a tortoise from them,it died in about 3 days, I reached out to them and they were hard to get a hold of as their phone goes straight to voicemail and is full and can't leave messages,I tried emailing and it says it's an invalid email,I finally called my CC company and disputed charge and finally backwater got back to me I sent pics of dead tortoise and they were trying to blame me and being difficult to deal with, they wouldn't refund my money and said they will deal with my credit card, they did not live up to their contract, it seems like they do this all the time as I've seen other complaints now,they should be shut down

  Business Response

  Date: 11/20/2022

  This customer is severely skewing the situation to sway the readers point of view. He states he had an issue with his animal and then attempted to contact us however on our contact us page, in bright red bold lettering, it states that we are having technical issues and to email us directly from a personal email to ensure the emails are getting through (Screenshot attached). He did finally get through to which we responded per normal and asked for the proof pictures in regards to his claim, which we do for every claim and every customer. Him choosing to ignore the notice and refusing to send pictures, does not justify his chargeback. Once he stated he did a chargeback, we stated how it's company policy to no longer work with customers on the claim and work directly with their credit card company instead, as they wish. Therefore, we are working with the credit card company as he wishes. After informing him of this, he continued to email us harrassing emails which we requested to stop multiple times. He did not stop therefore he was also reported to his local *************** as well for aggressive reckless behavior. 

  Seeing as he already did the chargeback and we are not allowed to work with him anymore and have to work through his credit card company, I'm unsure how we can help here? He does not qualify for any refunds or replacements due to his ***** choice in chargebacks.

   

  Customer Answer

  Date: 11/21/2022

  I am rejecting this response because: I sent them pictures and complied with their return policy, they kept emailing me so I would respond with insults as they were not honoring the return policy,this company has many complaints and this seems to be always give people problems with their poor business practices 
  

  Business Response

  Date: 11/21/2022

  We are sorry to hear you reject our response. Again, we can no longer help you due to your ***** chargeback.