ComplaintsforDFW Reptarium

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Brazilian rainbow Boa on 9.30.23. At the store, we noticed the snake was making a clicking noise. When we asked what that noise was, the guy helping us said sometimes they do that. We took their word and took the snake home. Within 6 weeks the clicking got worse and soon the snake started to blow bubbles. That is when we decided to look more into it and discovered that these are clear symptoms of a respiratory infection. The biggest and most clear symptom being the clicking, that we specifically asked about before purchasing. We took immediate action by taking the snake to the vet. He got three rounds of shots over the next 4 weeks, which helped a little but not enough. It was at this point, ***** that I went into the store and notified them of what was going on. I was not looking for a refund or anything of the sort, just accountability or an apology. Instead the response was, thanks for letting me know. When the shots werent enough, we were advised to administer oral drops. By this point it was to late, the snake was suffering from an infection that his young body could not fight. He passed away on 1.1.24. Today on 2.8.24 I was in the store to purchase a feeder for our rescue snake, to which we see another Boa in CLEAR distress and symptoms of an **. Bubbles coming out of its nose, hanging out with its mouth open and full of moister. This business does not do its part in making sure their animals are being properly cared for. They are knowing selling Reptiles to folks that are dying within months. I only had that snake for a short few months but that ripped my heart out see him suffering then to only pass away. This company needs to do better, they are just another PetCo with their treatment of animals and service.

  Business response

  02/06/2024

  Completely false accusations. ** in reptiles manifests itself fast, and would not have taken 6 weeks to show signs. The snake became sick due to improper husbandry on the purchasers fault as she was made aware of when she came in and told us about the situation 2 months after acquiring the animal. The advice she received from the unqualified vet was hurting the situation. Furthermore she signed our animal policy stating we need to made aware of any health concerns immediately not weeks later. We do not offer anything over a 3 day guarantee on animals once they leave the store as we have no control how they are cared for. Lastly today is the 6th, she couldn't have been here the 8th. 

  Business response

  02/06/2024

  Copy of our policy and where she signed. Again, we can not be responsible for improper care and a resulting death 4 months later.

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