ComplaintsforRepti Zoo
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Humidity probe Replacement For REPTIZOO TF07G -SKU-TF04-2 for $17.99. This was the 5th Humidity probe I have had to order because they keep going bad. I waited a little over a week for delivery, during which time, my reptile was without a humidity regulated enclosure. When the probe arrived...after testing it, the item was defective.I contacted support stating the new sensor was defective. I spoke with someone with the initials RZ through email. They said they sent a new sensor, as if a new item cannot be defective. I explained it came broken, and they refuse to acknowledge that I want to return or exchange. I have now sent 5 or 6 emails and they refuse to acknowledge or reply.Business response
05/16/2024
The customer has sold accessories 5 times. It is impossible for all 5 accessories to be bad. We guessed that the customer purchased the wrong accessories, resulting in the purchased accessories not matching the product, so we asked the customer to provide the product model, but the customer refused to provide the product model. Give it to us and we can't help our customersInitial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an enclosure stand for around $400. I ordered it on 3/23/24 and it was slated to arrive on 4/1/24. Around this time, the status changed to "returning to sender" and *** told me that I needed to contact Repti-Zoo to get it sent back to me. No one, not even a bot, responded to the online chat system the 3 different occasions I tried chat. I have sent 5 emails. 1 to ************************************ on 4/3/24. 2 emails on 4/4/24 to ************************************. 1 to ************************************** this morning, and another to ************************************ this morning. All of which have gone completely ignored. I am convinced their customer service department doesn't exist and if they do, they are dropping the ball on responses. I really needed this product. I'm going to have to do a chargeback since I did not receive the product and no one is responding to any communication that I have sent since Wednesday. TERRIBLE (non-existent) customer service. I will never order from them again. Ever.Business response
04/06/2024
We are very sorry that we did not reply to your email in time. This is because we were on vacation from April 5th to April 6th, so please understand. We have checked your logistics information and it shows that it was indeed returned. This return is from the logistics side. reasons, we will refund you, are you willing to re-order?Business response
05/01/2024
***Business Response***
We are very sorry that we did not reply to your email in time. This is because we were on vacation from April 5th to April 6th, so please understand. We have checked your logistics information and it shows that it was indeed returned. This return is from the logistics side. reasons, we will refund you, are you willing to re-order?
Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family bought me a Fogger for my reptile not even ************************************************************************************* kept giving me the same automated response Im so upset I dont know what to do I just wanted them to replace it wasnt even after a refund or anything so unprofessional to be realBusiness response
03/20/2024
Please tell us your order number, We have not found your order information. If you did not purchase the product from our website, we are sorry that you need to contact the ******************* for after-sales help.Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company sent me a tank with missing parts. after several emails they finally responding that they we"re on vacation. They refuse to send me a refund so that I can return the tank. They responded saying that they dont do refunds, they only send whatever parts thats missing They then told me after several emails trying to reach them that the warehouse workers are on a 25 day holiday. That was 2 weeks ago Im still waiting for a response...Customer response
02/21/2024
I"ve been dealing with this situation since my son purchased the tank on January 22nd
as a late christmas present. After several emails was sent they responded saying that I couldnt get a refund or a return slip to return it
Even though the main part to put it together was missing
Eventually I got tired of going back and fourth with them I decided to try to use the tank
But soon realized that they sent me the wrong tank parts. So now I cant use it at all
They emailed me and told me that their staff is on holiday leave for 25 days. I havent heard back from them since
That was 2 weeks ago
Business response
03/06/2024
Hi
As a brand merchant, we deliver goods smoothly to our customers and ensure that the goods received by our customers are intact.
The customer **************************;said that our product does not have a middle frame. The following is a photo of the product provided by the customer. The customer deliberately installed the middle frame on the base. Then he took a photo and told us that there is no middle frame, and the middle frame covered the base, making it impossible to install Glass.
Please note that there are 2 locks in the middle of the middle frame as atatchment 1, and the locks of the middle frame secure the top cover.
Then we asked the customer to take a video with a clear middle frame, but the customer kept refusing to provide it. We suspected the customer's motive of not cooperating in taking the video and deliberately installing the middle frame on the base.
The following attachment is a video as attachment 2 we shot after imitating a customer's installation error: the customer placed the middle frame on the base, creating the illusion that there was a problem with the base and no middle frame.Business response
03/06/2024
Attached is a video we shot after imitating a customer's installation error: the customer placed the middle frame on the base, creating the illusion that there was a problem with the base and no middle frame.Customer response
03/13/2024
They sent me the wrong tank. The tank in their picture display does not have the levers on it. The levers prevent the glass from going on correctly. Plus they never sent the top frame part. Which is where this all started. Then they stopped responding. They are lying. I have several pictures proving my point and 2 videos. They refuse to fix the problem. I have every email received from them...Customer response
03/13/2024
The tank in the picture with the 2 tanks is my old tank on the left and their tank on the right. You can see that my old tank doesn't have the levers and it gas grooves that allow the glass doors to sit in and slide. Their tank gas the levers that prevents the glass from fitting on their tank. I sent them these pictures as proof. I had to use pillows in the the tank because the glass kept falling and I didn't want it to break. They refuse to correct there mistake. And I've been begging that they fix it but they refuse too telling me that the glass will fit. When clearly it won't because it's the wrong bottomCustomer response
03/13/2024
The tank in the picture with the 2 tanks is my old tank on the left and their tank on the right. You can see that my old tank doesn't have the levers and it gas grooves that allow the glass doors to sit in and slide. Their tank gas the levers that prevents the glass from fitting on their tank. I sent them these pictures as proof. I had to use pillows in the the tank because the glass kept falling and I didn't want it to break. They refuse to correct there mistake. And I've been begging that they fix it but they refuse too telling me that the glass will fit. When clearly it won't because it's the wrong bottomCustomer response
03/13/2024
The tank in the picture with the 2 tanks is my old tank on the left and their tank on the right. You can see that my old tank doesn't have the levers and it gas grooves that allow the glass doors to sit in and slide. Their tank gas the levers that prevents the glass from fitting on their tank. I sent them these pictures as proof. I had to use pillows in the the tank because the glass kept falling and I didn't want it to break. They refuse to correct there mistake. And I've been begging that they fix it but they refuse too telling me that the glass will fit. When clearly it won't because it's the wrong bottomBusiness response
03/25/2024
The customer later realized that it was his mistake. Please see the attached email communication record. The products we sent to customers did not lack any parts, and we also provided a video to the customer to confirm that the customer's products did not lack parts, but the customer kept blaming us!Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Another email - ************************************ REPTI ZOO Turtle Tank Aquarium, 30"12"12" Water-Land Ecological Tortoise Tank, Aquatic Turtle Aquarium Terrarium Kit with Drainage System(18 Gallon)PRK301212 Order #REPTI ZOO7048, Order #REPTI ZOO7048. I have reached out numerous times to the company. Once I received the item, it was missing the top frame and glass panels. I was asked to circle the items I was missing on a picture and respond. I turned around and replied with the items missing, I have never heard anything back since. I have reached out now through many emails and still no response. I even tried to log into website account and I got the response of "no account associated with my email. At this point, I just want my money back and they do not provide a phone number to contact them, just the email addresses which states 24 hour reply time.Business response
03/08/2024
Hi
As a brand merchant, we deliver goods smoothly to our customers and ensure that the goods received by our customers are intact.
The customer **************************;said that our product does not have a middle frame. The following is a photo of the product provided by the customer. The customer deliberately installed the middle frame on the base. Then he took a photo and told us that there is no middle frame, and the middle frame covered the base, making it impossible to install Glass.
Please note that there are 2 locks in the middle of the middle frame, and the locks of the middle frame secure the top cover.
Then we asked the customer to take a video with a clear middle frame, but the customer kept refusing to provide it. We suspected the customer's motive of not cooperating in taking the video and deliberately installing the middle frame on the base.
The following attachment is a video we shot after imitating a customer's installation error: the customer placed the middle frame on the base, creating the illusion that there was a problem with the base and no middle frame.
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Customer Complaints Summary
5 total complaints in the last 3 years.
5 complaints closed in the last 12 months.