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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💬Hasn't replied to negative 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
Information provided by various external sources
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Contact info
🌐
Website
www.internetreptile.com
All reviews
458 total • Write a review
Showing 371 - 380 of 454 reviews
G
Greg
US
Mistakenly sent the wrong item to me…
Mistakenly sent the wrong item to me (the wrong size bulb) but then charged me for the delivery. Customer service refused to acknowledge the error and tried to foist the blame on me. It's irritating enough having to queue 30 minutes at Christmas to use the post office to rectify the company's mistake, so I was flabbergasted that they essentially charged me extra on top of the inconvenience. Making a mistake is one thing, and forgiveable, but customer service that bad is just unfortunate.
Date of experience: December 29, 2020
ML
I’ve been using Internet Reptile for…
I’ve been using Internet Reptile for about a year now and recommend it to any reptile owners. They’re priced well, easy on postage and have an amazing support team willing to help.
Date of experience: December 18, 2020
E
Emma
US
Very helpful. Would definitely recommend
Regularly use Internet Reptile and they have been great every time. I have a Leopard Gecko from them and have stuck with them all of her requirements. Very knowledgeable and helpful staff that are always happy to provide advice. Would definitely recommend
Date of experience: December 16, 2020
P
Patrick
US
Eventually good but not without a few bumps
I chose Internet Reptile because their price was competitive and included insured shipping - important when buying a glass vivariaum. I was concerned when it still hadn’t arrived after its expected delivery date but my inquiry was met with a cursory response that gave me a useless delivery tracking number. My next response was ignored but 2 days later the delivery arrived, well packaged and in perfect condition. So overall, a satisfactory experience but poor customer communications letting things down.
Date of experience: December 11, 2020
DO
These guys used to be pretty good...
These guys used to be pretty good but their customer service now appears to be next to non-existent Ordered four items of food, of which one was out of stock. Order was just left in the 'processing' stage with no contact from Internet Reptile to let me know what was happening, or to ask if I wanted to collect my other items I tried to call them to find out what was happening but just got an answerphone message saying customer service was closed in the short-term. It looks to me like customer service has gone completely
Date of experience: October 11, 2020
MV
Absolutely terrible customer service
Absolutely terrible customer service. I placed my order on Monday and after 3 days it still said "Processing" and didn't give me an ETA. Then I sent an Email asking what the hell happened and as a response I got the incredibly polite Email back saying nothing but "Sorry you feel this is ridiculous. We will cancel your order and issue a full refund." (Incredibly rude since they didn't even say something like "Dear Miriam, thank you for your Email" ;)) I never asked them to cancel my order. I just wanted my stuff as soon as possible. But if they can't even do that I guess I can't place the order.
Date of experience: October 1, 2020
JJ
Live and frozen food
We placed an order for live and frozen food and it all came on the same day as a few other bits that we had ordered too. It was all packaged well and the frozen food was still frozen. We noticed when sorting our locusts out several where dead and then over the next 24-48 hours we had lost nearly a whole tub(35) We emailed internet reptile and they quickly got back to us. We sent pics etc and then we had an email back saying they would send another tub of locusts We had the delivery today and they had given us our whole live delivery again. Just wanted too say thank you for being so efficient and for sending out what you did. This was our first time ordering from yourselves but will definitely use your services again A 🌟🌟
Date of experience: September 10, 2020
K
Kirsty
US
Orders have been spot on aside from one…
Orders have been spot on aside from one live food mix up, however I used these as I have diff sized animals. And all are same price. All orders have been problem free and notice of processing and dispatch always sent. Will use again.
Date of experience: September 8, 2020
N
Neil
US
Rubbish company
Rubbish, ordered locusts on Monday and selected the speedy overnight courier for a cost of £7, internet reptile dispatched on Wednesday afternoon and still not arrived. Courier tracking on Thursday said would be delivered, nope it wasn't. Contacted them and the courier and told definitely Friday, surprise surprise not delivered then either. Internet reptile customer service incompetent, answer was we cannot guarantee delivery times? Oh right but you offered and charged me £7 for a speedy overnight courier delivery but can't guarantee delivery the next day or the day after, not exactly speedy is it. Courier company doesn't work over the weekend either. Have repeatedly told them to refund me as will not be accepting delivery of the parcel on Monday (if it evens turns up) and get same response, we investigating. Don't care about an investigation they know it hasn't been delivered and been with courier since Wednesday so not the service I paid for, locusts probably dead now anyway after being sitting in a van for days and now the depot over the weekend. Pathetic customer service all round. Update: no further contact from internet reptile, surprise surprise no parcel today either. Absolutely abysmal customer service. Update 2: had an email from them saying they have done everything right so it's not there fault etc, couriers fault etc. Well I paid for locusts and took over a week to arrive despite paying for overnight courier, so it's not my fault. Still no confirmation of a refund. APC finally turned up with the locusts this afternoon, box was damages, torn and a right state, looked like it had been knocking about the back of a van for a week, oh wait it has! Declined to accept delivery as dead locusts are no use to me and already had an order delivered from Swell, which came next day. Ridiculous company and staff are incompetent.
Date of experience: September 5, 2020
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