Complaints

• 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.  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two whites tree frogs on Jan 4. They arrived the next day I didnt get a tracking number until the frogs arrived. I signed for the frogs and opened the box. One was very healthy the other was dead. I took a picture of the dead frog and the box. Tried to email them, no luck, called their cell number and it said they werent available and the mailbox was full. I check my email at least 10 times a day. Tried the phone number multiple times. Always the same. I dont know how to get ahold of them.

  Business response

  01/16/2024

  I'm unsure why the customer states they continued to call us when we state clearly on our website that our phone lines are down and we need to be contacted via email. Please see attached screenshot showing that we have never received an email from this customer from the email they provided. If they would like to open a claim, they need to contact us. We cannot be expected to help with an issue we were never contacted about.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a baby iguana. The company took my money and did not deliver my order. I would like to get my money back.

  Business response

  12/14/2023

  We have reached out to this customer more than 3 different times. If a customer refuses to check their inbox or read our emails, that is not a reflect of us. Again, as already stated to them various times, please check your inbox for the latest status update on your order which we have informed you about numerous times. 

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  November 19th I ordered a toad, it was 103$ I had 100$ so they said that was completely fine just Apple Pay us the money and Ill send you the order. I did. They never sent it and when I confronted them about them and showed them undeniable proof through screenshots I ordered this they just ignored me

  Business response

  11/23/2023

  This person is being scammed by someone who is NOT us. He did NOT order from our website and is NOT a customer of ours. Please remove this review from our company page as we are not related to this in any way. We do not even accept Apply Pay as an option and would never have a customer  "text" us a payment for something to a personal phone number. We operate online like most all online companies with a checkout system and verified legitimate payment processing.  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Leopard Gecko from this business one time, not only did they send me the incorrect morph but sent me and additional one for free normally people dont mind something extra free but this is a live animal I was not ready to accommodate for, because the animals life was at stake because I didnt have the necessary means to care for it I quickly took it to a local small business pet store that I know the owners on a personal level with so they could care for it properly. The happily took it and couldnt believe a business would do something like this. Also ordered some red eyed tree frogs and they were in pitiful health upon arrival, I did what I could to care for them and they quickly died one by one not long after the delivery date, I want to note I own 2 other ball pythons and 2 other amphibious frogs that I ordered from underground reptiles ( a different business) that are alive and healthy, I would not recommend ordering from backwater and highly advise to be careful if you are, they dont sent you what you order and their animals are not being cared for, please be mindful and careful when you order animals from businesses, dont make the mistake I did, they need to be shut down asap because when they are over stock they resort to sending free animals and dont even deliver what you asked for, when I called they didnt answer until the 5th time, (I called during business hours and different days) and the man I talked to was extremely rude and didnt care. End story, never order from here EVER!!!

  Business response

  09/29/2023

  From what I can (or cannot) find our end, this is not a customer of ours and must be thinking of another company. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I ordered a spider from these people and they refuse to answer my emails after I spent 90$ on a spider from them. It arrived deceased and I've messaged them I don't know how many times and they've told me they never sent me a spider yet I have the box and spider. And that I never paid them 90$ I want a replacement spider or my money back.

  Business response

  09/20/2023

  Yes, this customer ordered an animal from ** and upon packing his order, we learned we were sold out of that animal. We emailed him and informed in to which he responded with a tantrum and claimed he disputed the charge. He could have simply asked for a refund and provided us an invoice number and the order would have been closed. He chose the difficult route and therefore we are in the middle of the dispute processes as it is. Please close this claim, there is nothing further to discuss. 

  Customer response

  09/20/2023

  I am rejecting this response because: I have emails regarding this entire transaction and not once do they accept that I bought a spider I was asked for item numbers which I never received all I received was a fed ex number. Everytime I tried to straighten things out with them I was given the run around and their guarantee was never honored nor was my money ever returned. Yes I was upset because they claimed I never ordered anything from them and they refused to accept that I did. Until they were confronted by BBB and my credit card company..
  

  Business response

  09/21/2023

  We reject their reply. We are currently working with their bank on their dispute and will be further discussing this on here. 

*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. ↩