Reptile Basics

Eric Harker

2023-10

Reptile basics have always supplied me with the correct products, always fast shipping.They have a wide variety of reptile products including rodent products.I mostly buy rodent water supplies through them. And it has worked good for us.

Olivia Malerich

2023-05

I saw many reviews commenting negatively on customer service, but I had the complete opposite experience. Bobby was willing to work with me about shipment of my two orders and when I was missing some items, he responded relatively quickly and got those items shipped right away.Also, I’ve had issues when ordering UVB bulbs and other lighting products from other suppliers, however everything I purchased from Reptile Basics works as expected and was very well packaged. I can’t wait to install my items in my ball pythons new enclosure!

Chad Fox

2023-05

Wanting to see if I was double billed for an order and the guy on the phone, instead of looking the order up, made the interaction very difficult by insisting I send an email rather than him looking it up while we were on the phone. Then proceeds to suggest that I am unreasonable for wanting this information as we spoke. He after much protest he finally looked it up and took 10 seconds. Wat to run off your customers. I would not recommend this company for anything whatsoever!! I also see numerous customer service complaints in which the "owner" vilifies the reviewer. Don't fall for this as they are very rude!

Kale Darkwind

2023-07

I buy all my equipment here. These guys are awesome. I only ever had an issue once (items damaged during shipment) and the got replacements right out to me!

Ethan Music

2023-05

Their customer service is lackluster...I placed an order for a thermostat and that same day I decided I wanted the more expensive one, so I asked if they could change it. Their response was no your order has already been shipped sorry. Fedex didn't even pick it up till the next day at 2pm. I don't appreciate being lied to. I'll be doing business elsewhere.

Richard Lie

2023-05

I bought the Arcadia Jungle Dawn 51W and within two weeks, half the LEDs failed. Bobby was able to get a replacement shipped within two days of contacting their customer service. Also, their prices on Arcadia products are very competitive compared to other online retailers.

Mike Torosian

2023-05

Like many businesses in the reptile hobby this company suffers from a serious and fundamental lack of understanding when it comes to the importance of customer service. I ordered from this company every month for two years straight, thousands of dollars spent, and I made one mistake on an order of bulbs and the owner refused to help me in any way and eventually just stopped responding to my emails. I acknowledged the mistake, I offered to cover all of the costs to get the products back to them and cover any costs involved in exchanging the items and they refused to do anything to help me. This is how a good customer gets treated... I'll take my business elsewhere moving forward.

Macie Dodson

2023-05

I just ordered a 5 tub 45qt rack and it just came in. It shipped to me in 3 days and I just unboxed it. It had everything in it that they said it would. I had questions that were answered via email in a timely manner and I'm very happy with my purchase!

Lindsey Boulton

2022-05

Immediately after placing my order (literally 1-2 minutes later) I contacted them because I made a mistake and ordered T8 instead of T5 bulbs. Totally my fault! I was sure to email right away because I cannot use T8. I never got a response, then eventually got an email that my order had shipped. I read all of the terms and conditions and found the statement that all unopened, unused dry goods are returnable other than cages, racks, and heat tape. I contacted them asking how to do a return, as it advised me to do in my shipping email. Of course the items would be unopened and unused - been trying to return them before they even shipped so I clearly won't open them. I was briefly told there are no returns on bulbs and told that it says this on the website, which as someone else stated in another review, this is specifically not in the terms and conditions. I have screenshotted all of the terms and conditions from the website and there is nothing on bulbs. Come to find out, it does indeed say on the individual bulb listing that they aren't returnable... :( This should really be added to the terms and conditions as this is very misleading. I wish an exception could be made because I contacted them immediately to fix it. I cannot afford to get both types now. Additionally, the calcium I got is good but the multivitamin expires in less than 6 months which is short for how long a bag lasts before running out.

Barry Cole

2023-05

I ordered from Reptile Basics for the first time approximately two weeks ago. I ordered 9 foot of heat tape on a Saturday night. I received my order exactly as expected that following Tuesday afternoon. Delivery time was excellent. I breed leopard geckos and plan to do business with Reptile Basics again in the near future.

Outdoor Adventures (Shadow Viper)

2023-05

I've ordered so many times from reptile basics from heat panels, thermostats,lighting,heat lamps as well supplements.Every order has came packaged very well always fast to reply for any questions about products before purchasing. Very fast shipping and helps when you know you can make an emergency order for anything and it arrives within a day or two.

Julie Long

2022-05

I’ve done a lot Research before I ordered my first rack system. I chose Reptile Basics for there affordability, and great design. I ordered the VE-2 last Wednesday , we received it that Friday! I was super excited to get it put together. We had a problem. The bottom pvc sheet has a upward bow making extremely hard to slide the tub in/out of the rack. I emailed them the same day . Bobby replied Monday morning, he asked for a couple of pictures (understandable) and had a new pvc bottom on the way to me the same day… today is Wednesday a week from the day I ordered and I have the snake rack I was hoping for!!! I give a definite 5 stars for product cost, Quality, speed and most importantly customer service!!! Thank you Reptile Basics :0) i look forward to ordering more- Julie

Cabydos

2021-05

I've ordered several racks and rodent supplies from them over the last year. I've even been to the facility. I can't say enough about the quality of their racks or their shipping, have always been on target or early. However, their customer service leaves a lot to be desired. Specifically their automated system and lack of a contact number. I have been trying to reset my account password for almost 9 months, automated system never generates a email to reset. (It is not being sent to spam folder or anywhere else I check religiously.) I have sent a few customer service emails regarding this with no response. Don't get me wrong great employees the owner is an awsome guy, and light years better than animal plastics and a couple others. However, this is an area that definitely needs improvement. I know with covid and them being a small company things are hard, but this predates covid. Given the sum total of my experience I can't give them less than 4 stars despite what has been an overly long complaint, every other aspect is just that good.

Aedryan Methyus

2021-05

DO NOT ORDER FROM THIS COMPANY! The processing and shipping time after orders are placed is absolutely absurd EVERY time and it is even worse now than ever! I reluctantly placed a $200.00 order for THG heat tape and connector sets 9 days ago and the order STILL hadn't even been processed, let alone shipped, nor could they even tell me when my order would be processed or shipped! They apparently cannot handle hearing the truth about how ridiculously slow their processing time is and they proceeded to take it upon themselves to cancel my order without my consent after holding me up for 2 weeks! Everything I ordered was showing as being in stock, so it isn't that the items were back ordered. I have spent thousands of dollars with this company over the past 5 years and they have permanently lost me as a customer!

Andy Rose

2023-11

This is absolutely the best reptile and rodent supply house in the US. They ship quickly and they carry quality products.

Tatiana Degand

2022-05

One of my bulbs were messed up and they got it shipped out the next day! Shipping didn't take long neither nor processing. They were very understanding and I'm looking forward to getting my stuff here more often

Alex Hancock

2020-05

**UPDATE: This seller has NO customer service. They replied to this review initially and asked for my order number so that they could “look into it.” I provided it, along with numerous direct messages to them through their website. It has been a solid week, and they have not responded to a single message that I have sent. They have no concern about customer service or satisfaction. My reptile group and I will never being doing business with them again.**Purchased a "deep heat projector" that produced significantly less heat than advertised. Contacted them asking if I could exchange it for a higher wattage model. He stated that there were no returns or exchanges on this product and that it was stated on the product page. There is NO such statement anywhere. In fact, it is difficult to find a plainly-stated return policy anywhere on their website. I messaged him stating that his policy was not on the product page as he had said earlier. He never responded. Will NOT be doing business with this vendor again.Order #152684

Michael Hill

2020-05

Folded my UTH to fit into a small box. The product says not to fold it (printed right on it), It left two creases with two air bubbles exactly at the top of the fold in the box. Chris told me it wouldn't effect the performance or the longevity of the product, which I do not believe. I asked for a replacement and he replied "We understand, but we believe that it would just be easier in the long run to go ahead and issue you a refund once it has been received. The issue we have is that the way it was shipped is the only way that we can ship that particular item." Then goes on to say that the way that it was shipped has nothing to do with the bubbling. Terrible customer service and horrible packaging that leads to damaging of items. Then no ownership of the mistakes made. So I can have a refund minus the shipping cost. I posted a review on their website, but they would not publish it. Then I went onto Facebook to see if I could post a review there and what do you know they have turned off the review function on their business page. Bottom line I wouldn't purchase from a company that conducts themselves like this and I would warn any would be customers to proceed with excess caution.

Brian

2023-09

Had an issue with FedEx, Bobby responded to my concerns quickly and made me feel at ease. My issues were resolved. Thanks again

Lance Jones

2019-05

Great prices but I placed an order on a Saturday and emailed on Tuesday for an update because it said please allow a 1 day process time for my order and was told my order would go out Tuesday evening or Wednesday and I would get a separate email with tracking info. Here it is Friday and I still haven't gotten any shipping info and no response from another email inquiry. Heard good things about this company but I will definitely think twice before ordering again.

Steve

2023-05

Avoid enclosures!!! Spent $1000 on a stack of 4x2x18 enclosures. The doors are warped after only a couple months and the response from customer service is that they do that in high humidity. Their suggestion is buy more doors and change them out or flip the doors around so they warp the other direction for a while. Too expensive for constant maintenance costs/work. I would NOT buy enclosures from them again. UPDATE: I have bought enclosures now from 3 other companies and had them for over a year with no similar issues so far. My other PVC enclosures have not warped and neither have the acrylic doors on them. Seems to be an issue of poor quality control and workmanship, poor materials, and a complete lack of customer service.

Chris Oceguera

2021-05

Yall DO NOT order from this company. I spent over 100 dollars on lights. As their website says to allow 5-7 days for processing. I hadn't heard anything as of day 6 so I reached out via email. I got a response that was very basic... simply asked for more days... would specify how many more days just that they needed more days....which I'm okay with, but give me a time line. Bobby also offered me a refund, I told him at this time I wasn't interested in that (as I've already waited 6 days) but should I chose to ill have my bank do it so I dont have to wait ANOTHER 6 days to get my money... i guess he didn't like that answer and canceled my order despite me telling him that's not what I was wanting...simply wanted a time line for when my items will ship...Moral of the story is stay away from this company, spend your money with a company that cares about their customers/clients.

James Williford

2023-05

I order all of my reptile lighting from Reptile Basics. Everything has always been delivered quickly and arrived very well packagedand in excellent condition. The only problem I've had has been with the arcadia 150 watt basking bulb. This is not Reptile Basics fault, but the Arcadia basking bulb only lasted a month. I get at least two to three months or more from Exxoterra basking bulbs of the same wattage. While I'm usually very satisfied with Arcadias products I will not use their basking bulbs again.

Neal Codere

2018-05

I've ordered a few times from here mainly becaues they're reasonably priced and ship very fast. Sometimes getting in touch with a person over the phone can be annoying, but the customer service you get is good.Some things like the hemostats and hooks could be made better, but overall good products at a great price.

Craig Glaser

2022-05

I've ordered twice now from Reptile Basics (Arcadia lighting and heating equipment), they have great prices, have shipped out the day after ordering but most importantly especially for light bulbs are packaged SO well!Highly recommend them!

Ashley Robinson

2021-05

I order from these guys online. Excellent customer service. I accidentally picked the wrong fixture for my bulb and they emailed me to ask if I wanted it corrected before they shipped it. Will always order from and recommend reptile basics :)

Don Hyatt

2021-05

Reptile Basics responded to all of my emails in a timely manner and they were very professional and courteous. My products arrived with a slight discrepancy as one of my Hi-Power Thermostats was missing. One quick email and the thermostat was shipped 2-day mail the next day. Any time there has been an issue, Bobby has bent over backwards to make things right. In life, things go wrong, it is nice to know that someone like Bobby and a company like Reptile Basics cares and works hard at customer satisfaction. Thank You Reptile Basics! --- Don Hyatt

Agile Skink

2020-05

Customer service is very bad. Chris didnt even try to help me when I asked about the order I was supposed to receive two weeks ago. He refused to give me information about my order and when I asked him to try to call and find out something about it he just canceled my order after waiting 4 weeks! Now i have to find another company to buy from and possibly wait even longer. Nothing but ignorance and laziness from Chris!Me:Hello I was just wondering when my order was going to be shipped. I haven't heard anything about my order since I purchased it 3 weeks ago. I know it said it takes 2 to 3 weeks but I'm just getting alittle nervous.Reptile basics: Thank you for the email. We are still running on an approximate four week lead time on racks and cages.  We will email you once the order has been picked up by the carrier.Me:So another four weeks or just one more week for me?Reptile basics:Hi erichollars,It's four weeks from the date of purchase, so you should just have one more week to wait.Me:Any update in where my order is? I was told two to three weeks at first and after three weeks you told me four. Now that's it's been four weeks still nothing? This is getting alittle out of hand. Being as you already have the money can I please get an update as to when I will receive my order?Reptile basics:Our lead times are of course approximate. We do our best to provide an accurate time frame, but it does vary. Your order will most likely go out this week, but we will happily cancel your order and refund your payment. Please let us know what you would like for us to doMe:I just want to know when you are going to ship my order. I dont want a refund as I need this for my bearded dragon which has been in a 40 gallon glass tank without the proper lighting for a month now because I cant spend money on the same thing twice. I recommend updating your website for your lead times because this is very misleading. When I purchased from you I was expecting 2 maybe 3 weeks. Not an entire month.Reptile basics:​All that I can tell you is that your order will go out this week.Me:What's the conspiracy Chris? Why can't you just get the information on my order and tell me when it's going to be ready to ship surely it's not that hard to make a couple calls and ask where they are at with my order? I'm trying to keep a level head but your not helping at all. As a customer I should not have to ask this many times about my order. Come on man.Sorry if I seem rude but I have never had this much trouble receiving information about any online orders before. I would really like to keep everything as calm as possible.(They dont like any upset customers at ALL if you do order from them DONT ASK ANY QUESTIONS OR THEY WILL DO THIS TO YOU!)REPTILE BASICS:There is no "conspiracy". As I stated before, we are simply trying to get all rack and cage orders out as quickly as possible; since we are clearly not up to your standards your payment has been refunded and your order has been canceled. Please allow up to three business days for your refund to be returned to your account.You can read in my previous email that my bearded dragon had been waiting on this for a month without the proper lighting and they canceled my order without even thinking about the effects it would have for my bearded dragon they should be ashamed. And I will admit that I got alittle upset (even apologized for it in the email)but do they really have zero tolerance for upset customers wanting information on a late order?AGILESKINK

Deni

2020-05

Had things on their site that I couldn't find elsewhere, esp all together. As well as that, they had the best prices, and a great amount of items to choose from. I was overjoyed to find this site, and upon receiving my items, was even more happy with the quality than expected. On top of all this, the items were shipped perfectly, and got to my home extremely fast, even during this holiday season. Absolutely recommend these guys for your reptile-accessory needs- wish everything was this simple and easy. Was so pleasantly surprised :) thank you!

Amberlin Hines

2022-05

EDITED ON 1/4/2021They finally gave me the name of the tool that does the job I am looking for. It is on their website with the name "crimping pliers". I changed my review from 1 to 3 stars. I picked 3 stars because they finally showed me the tool, but after a while.THE ORIGINAL WAS POSTED ABOUT A MONTH AGOMy first order was fine because I asked them to assemble the tape for me. My second order did not go well. Since I am fairly handy and I want to learn & grow my tool collection for my reptile/tarantula-keeping hobby, I decided to assemble the tape myself. I knew I will need specific tools to assemble the tape (their website pointed that out), but their instruction paper that came with TGH heat tape did not clearly explain what is needed to connect the eyelet to the heat tape. It’s super vague, and I kept on getting wrong tools from Lowe’s. I tried emailing Reptile Basics, but I received no response.The instruction did not name the tool itself to put the rivets (or grommets as some of you may call them) together. It did mention a type of tool, but I could not find THE tool on google when I searched the type of tool mentioned in the instruction paper. The mention of the tool can be found in this one sentence and nowhere else; “This is best done with the crimping pliers designed for this.”Lowe’s was NOT helpful at all, either. I believe I’ve wasted my limited dollars on Reptile Basics. If they have the tool(s) to assemble the tape and they’re not sharing the actual name of it, then I believe they are selfishly gatekeeping this crucial knowledge for themselves.