Internet Reptile Reviews

Currently going through a case with Trading Standards. The customer service is shocking and make it up as they go along. I’ve spent a lot of money with them over the years. They’ve provided me with a thermostat which was faulty and broke in less than 5 months, I sent it back to them and they said the fault was found. Now refusing to send me a replacement or a full refund (required under the law if fault is within 6 months) especially given they claim we get 12 months warranty with the thermostats. Their team are now ignoring me. Do not recommend.

A great product at a great price would definitely recommend this product to anyone that needs quality live food. Fantastic customer service👍🏻

One star because there isn't a zero star option. I placed a order on Monday morning at 09.15. I payed extra for next day delivery. I hadn't heard nothing by Tuesday so tried to call. Only to be told to email. Which I had already done. With no reply. The guy on the phone said, yeah he can understand my frustration but didn't offer to look into for me. He didn't even ask for a order number because clearly he didn't care. He never even apologised, Now I have recieved a dispatched email for delivery on Wednesday. I ordered this because I have a shipment of snakes coming and need the item urgently. I thought that placing the order at 09.15 min the morning would be plenty of time but obviously not. I will not be using th3m again. They are way to unreliable and couldn't care less. Rubbish service from a rubbish company. Spend your money elsewhere. I would hate to rely on them for live food. Discusting service. Update from the company. I recieved a refund but they did not even apologise for the delay. They just said. Yes they can see it missed the dpd slot. Wow they couldn't care less. Still I will never spend a penny with them again.

Had a few issues with the courier but it was dealt with so quickly and efficiently, I’m really impressed. I’ll definitely be back to this company for anything else I need, their customer service has been above and beyond.

Paid £4.99 for 24 hour delivery…no tracking number was provided when I placed the order. It turned up 3 days late and the parcel was stolen from my doorstep as I wasn’t home to receive it. Customer service absolutely useless as they don’t cover theft from property and “ask that customers are home to receive delivery”. Well I would have been home if it was delivered on the right day or I had the tracking information! First time ordering with them and won’t be coming back.

Shocking customer service - ordered a bulb which arrived snapped clean in half. Refused to refund or replace. Will never be using again!

I purchased a vivarium in November 2023 for Christmas 2023 as my son was getting a bearded dragon for Christmas. When I checked the order I realised that one panel was broken due to the parcel being dropped on its corner by the delivery person. I spoke with someone on the phone who refused to deal with it and then yourselves via email. A replacement panel was requested and to avoid confusion I attached a pdf copy of the installation guide and stated which panel from that guide should be delivered. Unfortunately that panel arrived and was the incorrect panel. I took photos to avoid any more confusion and sent an email which went unanswered, however a delivery order was received so I assumed the correct panel would arrive. However what arrived this time was a UV lamp. I now have a broken vivarium, a spare panel which is not much use, and a UV lamp which unfortunately doesn’t mitigate the original issue. At this point your failure to deliver the product paid for has gone beyond the end of my patience. A little boy has had his Christmas ruined and you have caused significant reputational damage to my character in his eyes and his mothers eyes as it is now two weeks after Christmas and I have still failed to come good on my promise, for which I relied solely on you to deliver. I think that allowing three rounds of delivery and waiting weeks and weeks for a “guaranteed next day delivery” service which has still not come to fruition is patient enough. I would be very grateful for a full refund so that I can go to a company with some degree of competence that can deliver a product when paid for. I would also suggest that some form of compensation on top of the refund for the reputational impact on my character and emotional damage to my son is considered.

Fantastic customer service and the problem was solved quickly 👍🏻

Easy to deal with, swift dispatch especially as it was the Christmas/New Year period.

Got everything i needed grate price the frozen food arrived frozen I'm glad about arrived well packed

Very fast delivery and packed extremely well

Products are fantastic.I also receive my orders super quick. I’ve been using Internet Reptile roughly a year now and I’ve been impressed by their punctual and reliable service.Thank you.

Since building their high street shop and making all internet order issues online help only their customer service is horrible Their live orders can be hit and miss and I’ve had to call up several times to get partial refunds for missing or dead bugs They change their policies all the time and what they will do for you one week isn’t at all possible the next I’m fed up with the uselessness of this company and don’t recommend them

Arrived promptly and well packed have not used yet as Christmas present but looks well made and will be OK. Very good service from Internet Reptile will use them again in the future

Items purchased were fine. Had to return 2 items which I did but never received the refund. They stated they never received them. I never sent recorded because cost outweighed the price. My cynical side says they don't refund if you can't prove you sent.

Zoo Med Tortoise Block It looks exactly as pictured (Chalky, green and blocky). About 3"x 2" and like a hard chalky bar of soap. I bought and put it in for my young Hermann's tortoise together with a few of the Pro-Rep calcium blocks as well to give him a choice. He went straight to the loose calcium nuggets first. But I suppose he'll have a nibble of it if he wants at some point so fine. Arrived fast and safe. Thanks Guys.

I've purchased a few times from Internet reptile only ever had 1 issue with some shedding aid leaked in transit but was sent a replacement out the next day. Any orders I have made I have usually received next day

Fast delivery

Amazing company i had a problem with a heat lamp holder because i got a size too small and they were happy to give me a full refund! Will definitely be shopping with them again as their products are high quality

Very bad experience with an order of a UVB light kit. Within a few days of the order arriving, I discovered that either the bulb or kit doesn't work (this was confirmed by my local reptile shop). I sent the whole kit back, was told that it works fine and made to pay postage to have it returned to myself. I've since received the kit again, and again found that it isn't working. I was offered a gift card instead of a refund. I've not had any communication for 3 days since turning down the gift card and asking for a refund again. Happy with other items ordered but this has been one of my worst online shopping experiences. Very poor communication and understanding of trading standards.