Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Reptiles

Backwater Reptiles

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Reptiles.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2025

    Type:Product 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.
    I am writing to express my frustration and concern regarding my recent order for a tarantula, which arrived in a severely compromised and distressing state. Upon delivery, the tarantula was barely moving, completely bald, and its abdomen was sunken in, the bedding was covered in mold and an excessive amount of webbing. It was clear that the tarantula had been in poor condition long before shipment and not merely during transit. Unfortunately, despite my best efforts to care for it, the tarantula passed away within a day of receiving it.I have made several attempts to reach the backwater reptiles team by phone to discuss this matter, inquire about a refund, and seek an explanation for why the tarantula arrived in such an unacceptable state. However, I have yet to receive any response or acknowledgment from the team, which is both deeply disappointing and entirely unacceptable. I had taken detailed photographs of the tarantula upon arrival and have sent them via email, as this seems to be the only method of communication available. I have been repeatedly told that the photos are not clear enough and that the team is confused about the condition of the animal. It appears I am being given the runaround to avoid addressing the issue or issuing a refund. They have also stated I am required to fill out a form online so they can review it but it does not allow you to do so as the site clearly states its malfunctioning.The lack of direct communication, accountability, and proper customer service is both frustrating and disheartening. As a paying customer, I expected not to be ignored or misled. I am extremely dissatisfied with the condition in which the tarantula arrived, and the failure of the team to properly address this situation only adds to my distress. They continue to blow off addressing the matter by avoiding conversations regarding issuing a refund for the tarantula and addressing the severe neglect and mismanagement that led to this unfortunate situation.

    Business Response

    Date: 04/09/2025

    We have clear instructions on our website on how to open a DOA claim if needed. Writing a BBB review is not how you properly open a claim. Here is a link fo review: ****************************************************************************

    Customer Answer

    Date: 04/09/2025

     
    Complaint: 23090365

    I am writing to formally reject the response provided by Backwater Reptiles regarding my claim for a refund on the deceased-on-arrival (DOA) spider. Despite submitting all necessary documentation multiple times, Backwater Reptiles has failed to take responsibility for this matter.
    The explanation provided, stating that my extended guarantee had expired, is not valid in this context. The spider arrived DOA, and I reached out immediately after its arrival. There was a significant delay in response, and by the time I received communication, the company had refused to honor the claim.
    This situation has resulted in a loss of $135.93, and I believe I have been treated unfairly, especially after providing all required information and allowing ample time for resolution. I respectfully request that this issue be reevaluated and a fair resolution of a refund be provided.


    Sincerely,

    ****** *********

    Business Response

    Date: 04/15/2025

    If you want to open a DOA claim, please follow the instructions on our website from the link below. Opening a BBB dispute is not how you open a DOA claim.

     

    ****************************************************************************

    Customer Answer

    Date: 04/16/2025

     
    Complaint: 23090365

    I am rejecting this response because I have already submitted all the required documentation for the *** (Dead on Arrival) claim multiple times. Despite this, my claim continues to be ignored or rejected. It appears the business is refusing to acknowledge that the animal arrived ***, and we have yet to receive the refund that was promised upon submission of the appropriate proof. I have also attached all relevant documentation and evidence to this complaint once again for reference.

    Sincerely,

    ****** *********

    Business Response

    Date: 04/16/2025

    If you submitted all the proper evidence requirements for the claim, then the associate helping you via email will be able to help you with the claim. Again, a BBB Dispute is not the proper route for the *** claim. 

    Business Response

    Date: 04/25/2025

    BBB is asking for clarification on our stance for the refund? I'm not sure I understand what you're asking. If a customer needs to open a DOA claim because they want a refund, then they do that on our website vie email, not in a BBB complaint. This is clearly stated not only on our website for anyone to read but it's also read and agreed to by the customer themselves during checkout. The customer is well aware of how to open a DOA claim if they want a refund therefore this is confusing for us.

    Customer Answer

    Date: 05/01/2025

     
    Complaint: 23090365

    I am rejecting this response because:

    Despite following all instructions provided and submitting the required documentation multiple timesboth via email and through the Better Business BureauI have yet to receive a resolution and refund.
    My claim met all stated criteria for a refund, yet I continue to encounter delays and inconsistent responses suggesting confusion on your end. I have clear proof that the animal arrived deceased, and I submitted the necessary evidence immediately upon receipt MULTIPLE TIMES.
    It is especially concerning that my experience is not isolated; several other customers appear to be facing similar issues with *** claims. This pattern raises serious questions about how these situations are being managed.
    At this point, I respectfully request again that my refund be processed in accordance with your stated DOA policy. I have upheld my responsibilities in good faith and expect the same in return.

    Sincerely,

    ****** *********

  • Initial Complaint

    Date:07/08/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 male rainbow ******* chameleon from backwater reptiles on july 4th 2023 so they should of shipped out my order on july 5 2023 for delivery on july 6th ************************** saying that they sold outta males if i would take a female instead i said yes so they didn't respond til the next day and they said that they were gonna ship out my order that day buy they havent shipped nothing they aint responding to any emails they just ghosted me and i paid $150.55 and they are just straight up burning me Merchant: Backwater Reptiles, ****Date/Time: Tue Jul 4 6:07pm EDT 2023 Transaction ID: *********** Invoice Number: ********** Description: Backwater Reptiles **** Order Sales Tax: $0.00 Discount: $0.00 Shipping: $49.99 Grand Total: $150.55 i just want my money back cause its not right what this company is doing

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.