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Business Profile

Reptiles

Backwater Reptiles, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Reptiles.

Complaints

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

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Backwater Reptiles, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/05/2022

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order for a common musk turtle on Wednesday 11/2 at 7:16am. According to the website shipping schedule the order would be processed Thursday and shipped to arrive Friday 11/4. I took the day off Friday 11/4 so I could be sure someone would be home to sign for the live delivery. Once my payment was processed and approved on 11/3, I received no further communication from Back water Reptiles regarding my order. No tracking number, nothing. Despite my emails inquiring about the tracking info. As of 11pm on Friday the 4th, no response to emails and no turtle was delivered. The phone number listed on the site goes straight to voicemail which is full so no message can be left. I now have to dispute the charge with my bank and find another source for the animal.

      Business Response

      Date: 11/05/2022

      Unless he's thinking of another company, that is not what our website says. Here is a link to our website for review ( https://www.backwaterreptiles.com/shipping/reptile-shipping.html ) 

      It's very clear that orders placed on Thursday ship Monday. When it ships on Monday, it is shipping via overnight mail, just as paid for. The customer seems very confused or again, thinking of someone else. This claim should be closed and we would not be punished for a customer's misunderstanding. 

    • Initial Complaint

      Date:10/13/2022

      Type:Product Issues
      Status:
      Answered
      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 tortoise from them on 10-01-22. The tortoise shipped on 10-03-22 and arrived on 10-04-22. The tortoise seemed sick and I sent them many emails asking about the condo of the tortoise and they said he would be fine. Hes just stressed. Make some minor changes to his enclosure. Within a week of receiving the tortoise and within thier 7- day live guarantee he died. Ive been emailing them trying to work it out and they will not refund me thier money per thier policy because I emailed them one day late of thier policy. Due to my wife going into labor late that night.

      Business Response

      Date: 10/24/2022

      Every customer is treated equally and if you are outside the 7-Day Guarantee Terms then we cannot provide the full Terms. I do see even with your voided Terms, we still offered to help you and provide a replacement. if you do not want a replacement, there is no obligation to move forward with our offer. We have provided a fair resolution and are sorry you do not feel the same way. 

    Backwater Reptiles, Inc. is NOT a BBB Accredited Business.

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