Complaint Review: LLL Reptile & Reptile Supply - Oceanside California

LLL Reptile came through and corrected the issue. Thank you LLL reptile. I Will do future business with you.

Tony -

As I said in the previous post - if you want to calmly discuss it, we are HAPPY to take care of it 100%.  Look - when you called, you were immediately on the defensive and upset. You put the employee on the defensive as well, trying to figure out what happened, and apparently both of you had incorrect information. Now - she thought you made the purchase several weeks ago (she was not trying to lie about this), and she absolutely took what you said as a direct threat, regardless of how it was meant. But let's get past that.

If you bought it on March 6th, that is quite a difference, and again, we are HAPPY to take care of you. I said it before, and I will say it again. There is NO intention to lie here or screw you over. So - let's work it out, and take care of the issue to your satisfaction. You can call and talk to the owner directly. His name is Loren, and you can reach him today (Thursday, March 18) at 760-439-8496. He is at the Oceanside store today, and is expecting your call. If you don't have time, feel free to call him on Friday.

We always do our best to resolve issues with customers. If you google any company that does quite a bit of business in the reptile world, you can copy and paste lots of complaints about almost everyone out there. It sucks, and we do all we can to satisfy everyone (that is near impossible unfortunately), which is why we take the time to respond to posts like this when other companies might just ignore them. Hopefully you can realize that, give Loren a call, and we will take care of your issue to your satisfaction. 760-439-8496 is the direct number again.

bad info from LLL

jamie a. 1 Lll Reptile & Supply Co

I bought a baby tortoise for my daughter's birthday and within a week the poor little guy got week and stopped moving so much. as I tried everything to nurse it it still dies two weeks later. The reason being the food and care LLL sold me and informed me was a choking hazard and he choked to death. they blamed the lights they sold me and offered me a new one at half price. well the price went from 119 which I paid to 189 and that was what I would get half off of. this is my fourth animal from them and I am now never going back again

LLL Reptiles - Bad Quality Reptiles & Bad Service

Jim L. 1 Lll Reptile & Supply Co

This company should be ashamed. I have been to several shows where they present their larger reptiles cruelly housed in little deli cups. Go in to their store and see the quality of the reptiles which is obviously subpar. They are all about dumping volumes of reptiles at cheap prices. There are plenty of good places to buy reptiles and products both online and in stores but I would stay away from LLL. Lastly, I think their 1990 designed website is horrible but is clearly telling of their overall care and quality.

horrible!!!!!!!

TERRI C. 1 Lll Reptile & Supply Co

I bought 2 baby boa snakes from this place$189.00 2 weeks ago!
It has now cost me $300.00 in vet bills. they have mouth rot,internal parasites... the sickest little snakes i've ever seen!!
DON'T PURCHASE ANYTHING THERE!
THEY NEED TO BE SHUT DOWN!

poor service, poor product, unscrupulous profit

Colleen G. 1 Lll Reptile & Supply Co

After being a customer of this company for 2 years, I was surprised and shocked by their lack of service. They would not give me money back for product I had purchased and returned, yet they used the product for their in-house animals. Completely unscrupulous. The mice I have received from them were ill several times. The management does not know how to treat their customers. Stay away.

First, I bought the snake on Saturday March 6th. The snake died on the 13th. Just like I said. Your employee, who says I'm odd, is a female with a MOHAWK. Now, that is what I called odd.

Second, you train your employees to be very defensive. That puts us, the customer, on defence. I was accussed of not caring for the snake. I bought the snake when it was in a shed. I fed it the instant it shed. It threw up the hopper. So what, lots of snake throw up. Two days later it died.

Third, all I said was if I had to come down there they would be sorry. That doesn't mean I'm going to do something physical. Like I wanna go to prision over some punk chick. My intention in that statement includes picketing your store. I called the Oceanside Police Dept and they said I have the right to picket your store, so that is what I am going to do. You can look forward to seeing me in front of your store all day this Saturday.

Fourth, your whole reply is mostly lies. Your employee put me on defense.

Fifth, you only offer a one day guarentee.

Sixth, Pet Kingdom has ALWAYS resolved my issues.

Seventh, I sell snakes myself. I would NEVER sell a snake to a person unless I can prove that it is eating.

Eighth, You said I hand picked the snake....Big deal, it was one of two snakes. Did you sell the other, or did it die as well?

Ninth, there are many bad reviews of you stores.

Tenth, I want my money back. I will picket your store every Saturday until I get my money back.

It is very unfortunate that the animal in this situation died, as it was most likely avoidable. When the customer called and spoke to a young girl at our store, he was horribly rude, barely let her speak, and really had nothing useful to say about the situation. The only thing she was really able to find out was that he fed it the incorrect size of food (which would probably not have killed it) and was keeping the brazilian rainbow boa on dry sand. A very, very tropical snake kept in a very dry terrarium, on sand (and trying to shed, as he points out, which requires tropical moss, and high humidity to help).  Bottom line, besides that, we know nothing more about the situation, as he was mean, rude, and besides her apologizing to him for the situation several times, she was not able to even discuss anything further with the customer. The last thing he did was threaten her and our staff by saying he was going to come down the the store and make us all sorry, or something to that effect.

She remembered him when he originally came in the store, and recalls him being very odd at the time, but nothing more than that. He also made this purchase weeks before he called, not days - long outside of the guarantee (although we still bend that to help out customers if an issue ever comes up). In this situation, we not only had no opportunity to calmly discuss a resolution, but were threatened as well. The Brazilian Rainbow Boa was well started, captive bred, and he hand picked the snake at the store. There is only so much we can do to point customers in the right direction of proper care of the animal (like our free care sheets at our website, and are very large selection of care books in the store as well). As I stated at the beginning - it is really sad that the snake did not survive. But we were only able to find out just a few things about how the snake was cared for (weeks after the purchase), as when he called over the weekend, he immediately went into a tirade literally as she answered the phone. As for him reading "several complaints" - we have been in this business for 15 years, and sell literally thousands of animals a year. No doubt, situations like yours come up sometimes, as they are living animals, not pieces of art. But we go above and beyond trying to help each and every customer. If he reads this, and would like to calmly revisit the situation, we are happy to discuss a fair solution. However, the personal threats were too much, and to a young girl who works in our store. Just unnecessary and unreasonable.