Reptile Depot Review liars and theives reptiledepot.com Chatsworth California
Do not buy from ReptileDepot.com
I ordered three red-eyed tree frogs from their website. I was a little nervous about getting them from a website, but no pet stores in my area carry them, and one of the stores actually recommended I look at Reptile Depot.
I was a bit uneasy at first, but after reviewing their refund policy, and alive on arrival guarantee, I felt comfortable enough to order from them.
Big Mistake
I placed the order on a Friday morning, and expected them to arrive on Saturday. (After paying $80 for overnight shipping) On Saturday, I had not received any communication about my order, so I sent an email to support. After no email on Monday, I called their store, and they informed me that the order was sent that day, and will be there on Tuesday.
Tuesday afternoon comes, and so do the frogs. Yay!, right? Nope all 3 frogs were shipped in the same small container inside of the package! 2 of them were tangled together and dead.
Once my wife came home from work with our laptop, I hopped on and email them about the issue. The next day (Wednesday) , I received a response asking me to freeze the bodies while they looked into the issue. After no response by Friday, I called the store, and the woman told me to mail the bodies back, so I could receive my refund.
Great I though, so I mailed them back using certified mail. After they received it, I called again in seek of a refund/replacement.
The woman said I would get a call back. After no call, I emailed them, and this is their message:
If dead at 2Pm why did you not immediately notify us? Your notice to us was 6/13/2006 7:25:27 PM, and you must have been aware they were dead. That should trigger an immediate response to call us to ensure your guarantee was not void. Your statement clearly shows us you were aware of our terms: We do hope our Guarantee does provide comfort,. Summer months can be tough and we can only hope customers comply with our guarantee for everyones sake (animals included). If you do not take care of the animals, we cannot be responsible
What??? I open the package to dead animals, and its my fault? Why have a 24 hour guarantee, if you incriminate people who dont contact you the moment the box is opened?
They have been dodging calls, and emails ever since. Ive been hung up on, put on hold for extended periods of time, and the manager never seems to be in.
FYI, Reptile Depot has 13 unresolved claims at the Better Business Bureau and an F Rating
Reptile City has poor reviews, and an unsatisfactory record with the BBB.
LLL Reptile has good reviews, and a good record
I wish I had only known sooner.
Good luck!
9 months ago
Source(s):
ReptileDepot Review-
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ReptileDepot - F Rating by BBB:
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A GREAT Site for reviewing reptile and amphibian dealers:
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Hope that Helps!
Rob
Medina, Minnesota
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
5 Updates & Rebuttals
Rob
Medina,Minnesota,
U.S.A.
Must be fun to make up your own facts...
#6Author of original report
Tue, December 22, 2009
Quite amazing..... 2 years to reply, and completly generating your own facts.
Reptile Depot
Chatsworth,California,
U.S.A.
Wow ...The truth is always nice!
#6UPDATE Employee
Wed, April 15, 2009
Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $.
We charge $34.95 for overnight shipping mon-thurs.
We have had the same guarantee for 12 years.
You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise.
At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps.
Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing.
This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable.
We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot.
Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work.
Josh, Shipping Manager
Reptile Depot
Reptile Depot
Chatsworth,California,
U.S.A.
Wow ...The truth is always nice!
#6UPDATE Employee
Wed, April 15, 2009
Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $.
We charge $34.95 for overnight shipping mon-thurs.
We have had the same guarantee for 12 years.
You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise.
At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps.
Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing.
This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable.
We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot.
Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work.
Josh, Shipping Manager
Reptile Depot
Reptile Depot
Chatsworth,California,
U.S.A.
Wow ...The truth is always nice!
#6UPDATE Employee
Wed, April 15, 2009
Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $.
We charge $34.95 for overnight shipping mon-thurs.
We have had the same guarantee for 12 years.
You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise.
At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps.
Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing.
This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable.
We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot.
Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work.
Josh, Shipping Manager
Reptile Depot
Reptile Depot
Chatsworth,California,
U.S.A.
Wow ...The truth is always nice!
#6UPDATE Employee
Wed, April 15, 2009
Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $.
We charge $34.95 for overnight shipping mon-thurs.
We have had the same guarantee for 12 years.
You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise.
At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps.
Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing.
This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable.
We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot.
Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work.
Josh, Shipping Manager
Reptile Depot