Internet Reptile Avis 563

I ordered a LumenIZE UV lamp holder with a T5 lamp included. The order arrived without the T5 lamp, just the holder. Apparently, this was a returned item: the LumenIZE module also had a custom password set up that I had to reset. It's obvious that they my order was not checked before posting.

That was fair enough. The real problem was that it took me a week to reach Internet Reptile's customer service to get them send me the missing lamp. I emailed to their support email several times. Including replying to their repeating automated follow-up emails "from the owner" that stated how valued a customer I was and recommended to write back with any questions or suggestions. None of my emails was ever answered.

The only way I managed to reach them was by calling the physical shop who promised to "escalate" my issue. A couple of days after this, the missing lamp was posted, still without any apologies or explanation.

I got the complete order in the end. But the experience was not nice. It's a shame given that I had ordered from this site several times since 2019 and had never had issues. Rating with 3 starts in the hope that someone from the shop notices and investigates what went wrong and what can be improved.

brilliant service. from ordering to delivery was about 48 hours

Got to be the best reptile supplier out there. Always great value and great service with an excellent delivery service.

I always get my insects from this company great value for money and insects last a while would recommend to people in the future

Great range of stuff online with super reasonable prices. Have also shopped instore several times & Will keep going back. Purchased a full set up & a leopard gecko. Staff made sure we had everything we needed, answered my many many questions & even introduced my son to some of the pets in store. Great place!

Good value for money, quick delivery.
Good communication
Thank you

Placed my first order after seeing they stock the new frozen food alternative for snakes. I had an issue applying a code to my order and received a reply to my email very quickly which resolves the problem. My order was delivered quickly and everything was still completely frozen and well packaged. All items were accounted for and as described and excellent value for money. Best thing is the snakes are happy with their new food so I will be sticking with Internet Reptile for my future snake food restocks.

I've only started having issues with this store as it is normally great. I needed a refund on 2 products I had gotten out of a big order, and I emailed on the 9th an hour after I had gotten the package and got told how to deliver it back, and I did.
I posted the return package on the 10th of march as I only had 14 days to get the refund it is now the 16th and I emailed the store with the tracking code but got no conformation that they could use the code so I emailed again on the 12th of march and got a reply from Mark saying they got the email and that the package is in transit.
The package was then delivered on the 13th of march but I didn't get any emails or anything about it for days from the company so I emailed this morning and Mark replied again asking for the tracking information....again and he said he was gonna look into it but I have gotten nothing.
no commutation no nothing from this store, I have to constantly email in to get information and I don't have time is email all the time to get updates I just want my refund as I paid for the package to be returned which wasn't cheap.
I get that this store gets busy, I really do, but I need to be communicated with as it is my money that I want back for a return.

This is the first issue I have had, as this store has been amazing, and I have read other reviews, and it seems like other people have had issues with refunds and commutation with this store and its employees online.

I am still waiting for this situation to be sorted and I have all emails saved to my phone so I have proof of all attempts I've made, but I want to write this review now because the returned package has been with them for 3 days and they haven't emailed me telling me when I'm getting my refund which should be £36.18 and Mark emailed me back asking for the tracking information so he could look into it....even though it's been in their safe place for 3 days and they would've notified they had a package.
I am just getting worried as this is the first time I have ever had to make a return, and it is not going well, as next week is the deadline for the 14 days refund policy and of course I have 7 days left but I'm having an issue with the communication well lack of it so I want to let this issue known sooner rather than later.

I have great trust in your service as if I have at anytime had anything wrong with my orders it was quickly put right all my live bugs arriving perfect condition they are clean and well packaged I would definitely recommend

Quick delivery, well protected product at competitive prices. Owner reached out afterwards to check all was ok with the order, a personal touch you get from very few online retailers.

Fantastic products and customer service, prices very good

Good looking insects, arrive well packaged and on time. Thankyou.

Have taken subscription payments in February and March and not sent products. Not responding to emails or other messages …

I’ve never ordered frozen before as I’m a first time snake owner.

I read the shipping info to make I knew how it worked and it said if you order and pay before 2pm that it’s dispatched the same day for next day delivery.

I ordered and paid Monday morning so it should have been dispatched then for delivery Tuesday. It was not dispatched until Wednesday and I was away Thursday and Friday. There was no option to ask the courier to leave it on the doorstep for my husband to collect only to redeliver so due to them not following their own policy I lost a £70 order of frozen rats and isopods for a bioactive set up.

I’d asked if they’d replace the items and was told no as I missed delivery - had I just gone out I’d understand but they didn’t adhere to their own policies, didn’t communicate the change of days to me and I’m not a mind reader so I don’t know what days they’d dispatch when not following their policy either.

Awful way to treat a new customer.
Use boss rat instead.

Very impressed how quick my order came. Price was excellent. Communication excellent. Tested and they all work. Will be my first port of call when looking for items now. Love the loyalty points to. Thank you internet reptile

Excellent price and products and the staff are very friendly and knowledgeable only place I use.

Recieved my prorep vivarium and realy happy with this product. Can't fault it in any way. Easy to build and very sturdy. This is new vivarium for our bearded dragon. Would recommend this product.

Great people, fantastic prices .always happy to help with great advice

On my first order I got some freebies. A lizard 🦎 key chain and some cute stickers which was a nice little surprise.