ComplaintsforBackwater Reptiles, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a leopard gecko from Backwater Reptiles. It shipped quickly and arrived on time but the gecko I recd is sickly, appears to me malnourished and blind. He walks around with his eyes closed bumping into and walls. Extremely lethargic. Also, looks like he has bone deformities.

  Business response

  08/14/2024

  As already explained to the customer, a Gecko having their eyes shut does not at all mean they are blind or have health concerns. Our Leopard Geckos are kept in a bulb-free enclosure with only a heating pad for warmth. Therefore, the bright light the customer is using is likely way too harsh for the animal, thus causing them to close their eyes. These are also a captive bred species acquired from the top most reputable breeder and we have had 0 other concerns stated from any other customer, from this same batch. This allows us to deduce that the Geckos are perfectly healthy and overall not "ill". It does not mean the Gecko did not become ill once in another person's care and we are unable to confirm if that happened or how since the animal is no longer in our care. 
  
  
  
  

  Customer response

  08/23/2024

  I am rejecting this response because:

  So what is my recourse? This animal has still been unable to **** on his own, he has what appears to be bone deformities. I have two other geckos who do not act like this, not look the way he does.

  
  I have to hand feed this one cause he doesnt appear to see his food even as the crickets walk on him. He is still walking around with his eyes closed even with only a red night basking light. He cant find his water dish, so always looks dehydrated until I soak him in water. 
  
  If you search the internet for others comments you will find that unhealthy animals seems to be a regular with this company. 
  
  I am not okay with their simple answer as the lizards conditions has not gotten better with time, as they promised. 
  
  Since the first day of its arrival, which should prove the fact is has NOTHING to do with my care. 
  
  I want this complaint to stay on the website since they have given no resolution. I understand they wont refund or take the gecko back but giving me no option is not okay. 
  
  As far as I am aware, the company drop ships, so I am wondering if they have a photo record of the animal prior to its departure to prove that it was in fact in good health. My guess is, they dont. 
  
  *****************************
  

  Business response

  08/23/2024

  We do not take photos of the animals before shipping and I'm unaware of any other online *************** that does? That would cause too much confusion between orders. If an animal is not thriving in a customer's care, unfortunately, that is not a reflection of our company. They ordered a baby Leopard Gecko and we shipped a healthy happy, baby Leopard Gecko. Our end of the agreement has been fulfilled. 

  Customer response

  08/28/2024

  I am rejecting this response because: First off, they sent an adult male, which they seemed confused about. For something to be thriving that required time, but the issues were reported upon arrival and have yet to resolve themselves as this company insisted would happen. This gecko is still sickly, as he was upon arrival. What proof can they provide, that they did, in fact send me a thriving and healthy ADULT gecko. This gecko was already a sickly little guy. He still cant find his own food. Still bangs into the wall and walks around with his eyes closed. The gecko is also missing toes! I know for a fact that this is not normal behavior because I have other geckos, both from two different retailers. This gecko from backwater, is the only one I have with problems. If they refuse to admit that they are selling unhealthy reptiles, there is nothing more I can do. I have provided videos and pictures, they have provided nothing but inaccurate information. Please keep my complaint on file and thats all I can ask for. It should be known to the world, that this is not a place to order from unless your goal is to get a calcium deficient unhealthy reptile. 
  

  Business response

  08/28/2024

  We are sorry to see we disagree with the situation at hand and wish the customer best of luck moving forward. We understand and are fine with parting ways here in regards to working together. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a yearling iguana and was sent a baby iguana but it also didn't arrive on time so they were reimbursed for the shipping cost which should come back to me but the worst part is that the iguana was left in a cloth bag in a box with a Styrofoam box inside of it in a semi trailer in ***** from Wednesday morning till Thursday morning then in a delivery truck till Thursday afternoon I told him he was in a semi trailer he argued that he was at the *** distribution center and in a climate controlled area I said no he was not and he needed to get ahold of someone to get help but he wouldn't so my iguana was in the box in a semi trailer in ***** from Wednesday morning till Thursday afternoon with no heat light no uvb light no water no food now still he is traumatized and still will not eat or drink so I have to give him warm water soaks and force feed him pediolyte and blended vegetables and fruits every day and the vet still isn't sure he will make it I also feel that they should help me with the vet bills till he is out of the ***** and eating good on his own

  Business response

  07/24/2024

  Our live arrival guarantee is in place for animals that has passed away. If there was as issue with **** we are sorry to hear that (as already stated to the customer) but we are not *** therefore that is not a reflection of our company. We have been shipping living animals for over 10 years (some inside clothes bags, *****, containers, etc.) as that is standard shipping requirements and protocol. While we understand concern for an animal, the general public is not properly trained on how to package and ship a living animal therefore should not be providing criticism. If the customer has any concerns regarding their animal or care, they are welcome to contact us directly via email so we can properly assist them.  Opening a dispute to complain about their delivery is not the proper way to get assistance on animal care.

  Customer response

  07/25/2024

  I am rejecting this response because:for one  this is a baby not a yearling this barely fits in my hand a yearling is much larger than a hand but even a vet said it was a baby so I did not receive the yearling I ordered and then you received the shipping fee back from *** as they stated to me that they reimbursed you for it so you should have already returned that to me I wanted a yearling not a baby a yearling should be about this size as my last one I had as you can see there is a large difference between the two iguanas the picture of the one was when he was 1 year 4 months the one you sent me is no where near that size like I said the vet even said it was not a yearling 
  

  Business response

  07/25/2024

  You are welcome to reach out to us via email as mentioned, if you need to open a claim with your order. Opening a dispute and then demanding assistiance is not the proper way. 

  Customer response

  07/29/2024

  I am rejecting this response because: I feel better if there is proof of conversation between us I know you received the shipping fee back from *** and you sent me a baby iguana not a yearling you should reimburse me my money I paid as the shipping cost is mine and you know you owe me for the wrong item you sent instead of what I ordered 
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were planning our purchase for 7/1. I read that the online store may not be up to date. So on Friday before our purchase I tried to call to check availability. I got an automated system that said we will respond with in 2 days. When I got to where I could leave a message the voicemail was full. Monday morning I sent an email to check on the order my wife had placed. I still haven't got an email back. It's now Tuesday. She placed the order online Monday. Part of the website says ***** for shipping and one spot says *****. I got charged the *****. We got notice today that they do not have any reds in and asked if I wanted a blue or green. The red was the middle priced one and that's what we could afford was one red and one blue. I'd settle for another blue but o don't thing I should have to pay for the difference in the prices based off of the issues I've had even trying to get a hold of you people to avoid this situation all together

  Business response

  07/02/2024

  I'm not understanding the issue here exactly. We informed your wife (who we have been speaking with with no issues?) that we did not have Red Iguanas and then offered her alternatives. She then chose an alternative and we shipped it. She even responded back to the email and said thank you and confirmed shipping. Why is this complaint even open?

  Customer response

  07/03/2024

  First of all this complaint is open because of you people did what you were supposed to and made it easier for customers to contact you or even responded to my email you could have informed me you were sold out. Second you people have the nerve to email my wife and tell her you felt as of WE were trying to scam you. You have OUR mo ey. How are WE trying to scam you? I feel as of your company os shady at the least. You ignore people trying to contact you, wait for people to place a multiple piece order then all of a sudden don't have something on their order in hopes they will just settle for something else. So then you people get the sale and keep the customer from going somewhere else because they don't feel like dealing with waiting on a refund or picking a better company to do buisness with. That is just being a scammer and extremely sneaky.you all have no customer service skills, an out of date website, and make it hard to contact anyone

  Business response

  07/08/2024

  As per the screenshots from the customer himself, he was clearly not ignored or "scammed". He also just confirmed as well, how we were speaking directly to his wife (the account holder) and they were clearly not communicating or on the same page. 

  Customer response

  07/09/2024

  I want to know how we were scamming you all then? You guys are shady at beast. You say you pride your selves on great customer service and that you all have healthy animals. There are multiple reports from this year alone stating different. You all are saying that our habitat isn't right. Ok ****** what is required for an iguana. He has plenty of space, proper lighting, proper food and proper heat. From day one we stated that he was sick. We even sent photos. So if he was sick before he even got put in his habitat then how is the habitat the issue? You guys just look for everyday to not honor your commitment to your customers. If he was sick and multiple other animals were sick you guys have sold (that's just from people who actually take the time and make it well known about your "quality" animals) how many other animals at you facility arnt takin care of? Maybe it's time to contact your local animal control office and have them do a well fare check. All we want is a refund for the one now dead iguana and we will cease communication and I will stop filing this complaint with the BBB and stop posting on every reptile site ******** has to offer about our experience with you that so far a lot of people are commenting about similar issues

  Business response

  07/09/2024

  When we confirmed (kindly) with your wife that we were shipping and then provided her tracking which you then decided to open a dispute with BBB, yes, it felt very much like a scam to get a Free Animal knowing we just shipped the order and provided tracking for it. 

  Customer response

  07/09/2024

  And it kind of felt like a scam when your website said the one I wanted was available and you all couldn't be reached by phone nor did you respond to my email so you let us place the order just to tell us oh sorry we don't have that one available. You guys are shady, horrible customer service, provide a lack of proper care and failure to maintain the health of your critters. I will keep posting on every internet site I come across about how your buisness operates. All we want is a refund pf the 110 dollars or whatever for the already sick iguana you sent is. We showed proof it was skinny. It wouldn't even really run around. It was sick from the moment you all shipped it.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a pet from them Thursday june 20th, 2024. We were supposed to get a tracking number June 23rd night before our pet arrived and never got anything. They stopped responding and still have not given us tracking. We are not the only people who have had issues with animals not arriving and being shipped as well. I should have read reviews before hand but my husband had ordered from them and it was okay before. The animal should have gotten here 3 hours ago in the morning and we still have nothing.

  Business response

  07/07/2024

  This customer was responded to and then failed to ever respond back to us. See attached snapshot. Her aggressive behavior is not appreciated.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a spider and received a empty container.

  Business response

  06/19/2024

  As already explained to the customer, there is no shipping error here since all records on our end can confirm, the order was properly shipped. We have packing records, shipping manifest, weight confirmations, etc. And even with all that said, we offered various times to still help aid in the situation that was not our doing, and provide a heafty discount of $85 on a replacement which would make it $50 total for a new reshipment. If the customer does not like our responses or our extremely fair resolution offered, that is not a reflection of our company. We attempted in good faith to work with the complaint and provide a fair resolution for both parties. See attached screenshot.
  
  

  Customer response

  06/20/2024

  I am rejecting this response because: I never received the spider. So the offer is not fair.
  

  Business response

  06/20/2024

  Right---- which is why we are offering to help you with a replacement since you claim to not have the animal.

  Customer response

  06/20/2024

  I am rejecting this response because: you she be paying for shipping to since you didn't send the spider in the first place.
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tortoise from their website in April 2024. I feel their language on their website is misleading. When you order it clearly states that you can state your preference for male or female but there is no guarantee. According to my interpretation, explicitly stating that customers can express their preference of gender implies that your request will be considered. The "no guarantee" language covers the company in case an employee makes a mistake and misgenders and animal. When I received my adult Russian tortoise it was clearly a male. When I sent an email to inquire about the possibility of getting a female, I was told that they do give an option to express gender preferences. When I replied with my further confusion, showing them the language on their website about expressing gender preference, they told me that language is there because they don't guarantee the gender. They do not respond to my further inquiries for additional information asking why they have language on their website about requesting a gender if they don't ever plan on honoring it. I feel like this is misleading and therefore false advertisement.

  Business response

  04/28/2024

  We have a very clear disclaimer (picture attached) on every ordering page on the website that states how gender is never guaranteed. You are always welcome to list a preference however it is just that, a preference. Not a guarantee as we can only ship what we have at that time. This again, is clearly on the website. We are sorry to hear if that was overlooked during ordering, however that does not justify a refund nor is their oversight a reflection of our company. 

  Customer response

  04/28/2024

  I am rejecting this response because your guarantee states that an attempt will be made. 

  When I immediately contacted you about said "attempt" you replied that you don't consider gender preferences (SCREENSHOT ATTACHED)

  The statement from your website implies that good faith effort will be made to honor gender preference.  Your reply to my initial inquiry states this was not done. And you refused to tell me if you had any females in your current "stock." 

  You insist the language on your website is clear.  There's more than enough BBB complaints to tell you that it's not.  

  Your practice is intentionally deceptive, withholding from the buyer that their preferred gender is not available before shipping nor disclosing if you have any of the preferred gender available when asked directly.  

  Business response

  04/29/2024

  I'm unsure how you can reject our response when it's a very clear, easy to understand disclaimer. Customers do not get to just decide they do agree with our statements? It's a statement, not an opinion.

  Customer response

  04/29/2024

  I suggested you should amend your disclaimer to explicitly state that if you don't have the preferred gender available you will send whatever you have with no contact to the seller.  You insist (as you still do) that your policy is clear.  

  I am rejecting this response because you refuse to acknowledge that your "disclaimer" is misleading. You have multiple BBB complaints from customers in a similar situation as I am. Yet you continue to double down on the clarity of your policy. I wish I had thought to check the BBB website before purchasing.  

  Your "no guarantee" policy implies that you're covered in case your "expert" makes a mistake.   It doesn't clearly notify the customer of your procedures when you're out of the requested ***. 

  Business response

  04/30/2024

  The disclaimer is not misleadning as that is doing exact what is "disclaimer" is there for. It's stating how you can list a preference but it will never be 100% guaranteed. See below definition:

  noun
  a statement that denies something, especially responsibility.
  "the novel carries the usual disclaimer about the characters bearing no relation to living persons"

  Customer response

  04/30/2024

  I am rejecting this response because your customer service is as poor as your comprehension skills.  You continue to ignore the part where your website states  an "expert" will make the attempt at selecting the gender of preference.   But then in your email reply to me, you explicitly told me this is not done.  Whether or not their attempt is correct or not, that's what is not guaranteed.  But your website clearly states that an attempt will be made.  And your email to me, clearly states to me that this was NOT done.  

  Here are some words you might want to familiarize yourself with, with special emphasis on the words attempt and explicit:

  attempt verb: to make an effort to do, accomplish, solve, or effect
  

  imply (verb) 

   1: to express indirectly 

  2 : to involve or indicate by inference, association, or necessary consequence rather than by direct statement
  rights imply obligations

  explicit (adjective) - fully revealed or expressed without vagueness, implication, or ambiguity : leaving no question as to meaning or intent

  mislead verb: to lead in a wrong direction or into a mistaken action or belief often by deliberate deceit    : to lead astray : give a wrong impression

  You mislead your customers by telling them you have experts who will attempt to honor their preference, then when asked about it, you rudely reply that this isn't true, and all misunderstandings are on the part of the customer simply because of your "disclaimer." 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So I received an order today that was supposed to be 1x Blazing Blizzard Leopard Gecko juvenile and x1 Super Snow Leopard Gecko. Upon receiving them today one was a ************* (significantly less costly morph) and when I reached out via email about the issue with all proper information, I was told I received what I paid for (Completely False in plain writing and in legal speak it's a deceptive business tactic on their part) and then was told it was disclosed possibility of receiving a regular ************* throughout the process of purchasing on their website ( After getting home I reviewed every T&C and disclosure from the Super Snow Leopard Gecko for Sale page to paying at checkout and was nothing even CLOSE aforementioned) Horrible place, horrible service, and obvious lack of knowledge on.. pretty much anything less of common sense. I have never went out of my way to leave a complaint but this isn't how I will allow a business to do me atleast. Will follow up with updates on how this proceeds.

  Business response

  03/31/2024

  The customer contacted us in regards to their animal morph concern to which we confirmed and advised to them, they received the proper order seeing as we even state on our website how the morph itself, even came to be. We are sorry to hear of their continued disappointment even after our confirmation and assurance. 
  
  

  Customer response

  03/31/2024

  I am rejecting this response because: Their is no disclosure stating I might RECEIVE a **** Snow morph (35$ less) in place of the Super Snow. Just that they are the product of breeding two specific **** snows together. I have reached out to begin a case in their state and several other customer that have been put in this state. Deceptive business gimmicks is major offense in your state and you didn't even think to properly disclose your scam. Fix it within the time period I gave you or it will be escalated. You basically stole my money and now think your in the clear just because I received SOMETHING. Not how the courts *******, sorry.
  

  Business response

  04/01/2024

  The customer did not receive a **** Snow---- they received a Super **** Snow which is another word for Super Snow. This was already explained to them however they refuse to accept the information. The customer rejecting our explanation is not a reflection of our company. 
  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An Axolotl was purchased at the cost of $200. There was a drop down on the order form, no pref, male, female. I picked female because I need it for breeding. When it arrived, it was an older male (obviously) and I immediately requested that if I purchase another could I get a female. I was told no because there was a no guarantee *** policy. My complaint is why are they asking what my preference is if they don't ship it. I have offered to purchase another one but would like a female. They are telling me no. Not possible. I feel I was ripped off by this company. I think they only have males, harder to sell, and are hiding behind the so called "guarantee". I am so disappointed in this transaction. They keep saying "we are so sorry you are disappointed but too bad". Not fair and it is happening to others and they have the same attitude.I just want a female. Which they say they have but refuses to sell me one.I'm so heartbroken over this. Really want a female that I will pay for again.In the pics attached, you can see his VERY LARGE bump behind his legs. Females don't have that. They claim their experst could not tell the difference. --******

  Business response

  02/11/2024

  As already explained to this customer various times, gender is just a preference and stated as such, clearly on the website. We also have a gender disclaimer on the website. They ordered an Adult ************** and were properly shipped an Adult Albino Axolotl. There is no error or mistake here unfortunately. She just did not receive the preferred gender which is only ever a preference and never a guarantee, again, as stated on the website. This information is available for review well before choosing to order.  We also apologized various times for any disappointment even though she received what was ordered. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the website www.backwaterreptiles.com and ordered a black rat snake. THe next morning I was contacted via email and phone and asked to pay my bill via Cash App. I did and communication ceased afterwards. I was not given receipt or tracking number. Upon request I was asked to pay $200 to cover special shipping charges for live animals. I refused and asked for a refund. I have gotten nowhere since. I contacted the company and they claimed that there is someone running a fakewebsite and scamming people and they aren't affiliated but I cannot find the fake website and I have to believe there is collusion or someone within the company is running this scame. The cashapp was ***********************************, $Shacal11, and the phone number is ************.

  Business response

  01/31/2024

  We already explained to this customer they are being scammed by a fake fraud website. If they refuse to believe that information, there is nothing on our end we can do. Since we are not that person or company, we cannot help them. Please remove this review from our page as it is no associated with us in any way and we do not deserve to be punished. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an iguana from this company and they were supposed to have the iguana next day overnighted and I was supposed to receive the iguana on January 19, **** it never even showed up until January 22, ****. My husband met ***** at the door and looked in the box and the iguana was deceased when it got here it was in a cardboard box inside of a Styrofoam box, inside of a mesh bag, and no breathing holes and no food. I have emailed the company multiple times with no response. I have asked if they replace the iguana and send me another one or send me a refund and still nothing. Their phone number also always goes straight to voicemail.

  Business response

  01/24/2024

  We are sorry that the customer is having issues with ***** however we are not ***** unfortunately. The customer is well aware of the claim policy with our company and if he would like to open a claim, he can contact us via email as stated in the contract he signed. 

  Customer response

  01/24/2024

  I am rejecting this response because: Company will not open emails that I sent to them of the dead animal I received. I am asking that they send me a new one ASAP or process a refund. 
  

  Business response

  01/25/2024

  We have never "not opened emails". Please email us, as stated on the website, if you wish to open a claim. 

  Customer response

  01/31/2024

  I am rejecting this response because: They have done nothing but fight and argue with me about giving me a refund or replacing the iguana. They shipped this poor animal with no food, no water, inside of 2 boxes and a mesh bag it could not even breathe. I will be reaching out to law enforcement services and my attorney to get this handled. 
  

  Business response

  01/31/2024

  Disagreeing with a customer or asking for follow up information, is not being "argumentative" however we understand that's their opinion. We have never shipped our animals with feeders or care instructions as that is the customers responsivity. We have been shipping this way for over 15+ years.  

*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. ↩