Amazing company fast delivery
Amazing company fast delivery. Can't fault this company I never use anyone else very reliable and great prices
4.3
Great
458 reviews
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Review summary
Internet Reptile receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Amazing and super fast delivery
Internet reptile has probably the best prices on their items, a wide variety and most importantly they have really quick delivery. I ordered some stuff, and the next day it arrived! I’ll definitely keep using this website for all my basics
Amazing company to order from
Another absolutely amazing delivery from Internet Reptiles. Arrived very quickly and nothing damaged at all. Which with other companies was always a problem. But these guys don't seem to have any issues, and when an item hasn't been delivered they sorted very quickly indeed. My now go to reptile supply shop online.
Avoid like the plague
Ordered an incubator with next day delivery as mine wasn't suitable for the impending heatwave. Due to issues with the delivery company, it didn't arrive until a week later and was damaged. Initially contacted Internet Reptile about the issues with the delivery company and they were super responsive. When it arrived damaged I contacted Internet Reptile immediately, and by this point I was furious as I was desperate for this item. The replied immediately asking to let them know when it could be collected the following week and said they'd send a replacement. I replied with the only day available the following week, but heard nothing back. The day before the day of collection I'd given them, I sent several emails chasing and still heard nothing. The incubator was not collected. I sent a further email and finally got a response claiming my email got lost, despite having sent multiple chasers. By this point I just wanted a refund as I desperately needed an incubator and had to order elsewhere. Collection of the damaged incubator was booked and I was told to let them know as soon as it was collected and they would expedite the refund process. I contacted them as soon as it was collected and heard nothing back. I sent further emails chasing and finally got a response two days later to say that once they'd received the incubator they would refund me. I checked the tracking and the incubator had already been delivered to them before they'd sent that email. I still hadn't received the refund and had to send more emails chasing it, with no response. I checked my PayPal the other day and discovered that they had sent the refund, but it was pending. I contacted PayPal, who confirmed that Internet Reptile had sent the refund via echeque instead of instant transfer, so I would have to wait up to 7 working days for the cheque to clear. I'm still waiting for the refund they said they would 'expedite' a week later. The whole process ordering from them has been absolute shambles. Initially it was the delivery company rather than Internet Reptile themselves; however, the way in which Internet Reptile have dealt with the damaged item has been shocking. Given the current heatwaves the country is experiencing, and the order being for an incubator, one would assume the importance of receiving the item quickly would be fairly obvious. Add to that my constant emails expressing how urgent I need the item, you'd think they'd be on the ball trying to organise the replacement. I'm now out of pocket and have lost reptile eggs due to this company and their delivery partner DX Delivery's incompetence. My complaints have simply been ignored. I have not received answers about why they sent the refund via echeque that would take a week to clear, and when asked multiple times for their complaints procedure, the response I finally got was that I was already speaking to their support team so there was nothing more they could do. They have made no effort to acknowledge or rectify the issues, nor have they made any attempt to try and salvage their relationship with a customer they have wronged.
Company details
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Contact info
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Website
www.internetreptile.com
All reviews
458 total • Write a review
Showing 181 - 190 of 454 reviews
B
Brianna
US
Poor delivery times and poor customer service
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.
Date of experience: February 1, 2024
NC
Damaged goods - Shocking customer service
Shocking customer service - ordered a bulb which arrived snapped clean in half. Refused to refund or replace. Will never be using again!
Date of experience: January 17, 2024
JA
3 weeks late, 3 wrong deliveries. Refund please.
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.
Date of experience: January 7, 2024
JW
Awful customer service
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
Date of experience: November 28, 2023
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