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Underground Reptiles has a rating of 3.1 stars from 677 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Underground Reptiles most frequently mention customer service, next day, and new home. Underground Reptiles ranks 17th among Pets sites.
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We had awesome customer service and no issues whatsoever, unlike previous place. My son received his crabs within 18 hours of ordering them, they are alive and healthy and he is so happy, will only use them from now on.
If feel dumb and deceived for trusting this website and shame on me for not looking at reviews before I ordered. I surprised my wife with a Tokay Gecko, was so excited and relieved him with in 24 hrs of ordering. Upon arrival he was extremely skinny and very underweight. Being reptile owners we were upset but sprung into action and did everything possible to bring him back. He was 12 inches and only weighed 68gr. Being that long and age he should have been close to 120g at least. Not knowing anything about his living conditions prior we just figured of course they didn't feed them well. We got him in his enclosure and gave him about 4-5 days to acclimate to his home. During the time we gave him crickets, supermorms and roaches. He would strike but not eat or put it in his mouth shake and spit them out. After day 5 we decided to take the chance and get him out. We'd get him to open his mouth and toss in a worm here and there. We thought it was a win because he ate them. The problem after handling him he was so weak so we'd put him back and give him a couple days. This went on for a day short of a month when he passed away while trying to feed him. My heart breaks because we pour 1000% into our babies and we could not save him. We thought he was getting better and moving more but in the end we believe he was just hanging onto a string. I feel so sad, mad and down right heart broken about losing Arceus. He will forever be a God to us but we will never tell anyone to buy from Underground reptiles and will be deleting anything to do with them. NEVER BUY FROM THEM EVER!
Amazing experience... 5 stars and I recommend Underground Reptiles to everyone... I was notified that the caiman was available and I brought it... I received it the next day and the caiman was healthy and active. Then I also received a phone call asking if i received my caiman and how it is... Well from my eyes amazing... Great customer service and this was my first time buying... I'm a customer for life more orders from me very soon... Thank you so much...
Tip for consumers:
Amazing place to order your animals from ...
Products used:
caiman...
I am very pleased with the service from underground reptiles they checked the heat advisory in my area and called me with concerns for the tortoises I recently ordered tortoises from a different website and the health and weight from underground reptiles was way better thanks a lot
Yes, if the temperatures go out of our live arrival guarantee range we give our customers a call to see if they want to pick up at a facility or postpone shipping. We are so glad to hear how your tortoises came in. Thank you for your order.
My son begged for a sulcata tortoise for his birthday. I scoured the internet for the best for the buck type of thing. The website was very helpful and all the amazing reviews. The shipping process was very quick and painless. We welcomed "Spike" home today and I have one very happy little boy. Very active, eating and exploring his new home.
Thank you so much Underground Reptiles.
Awesome name! We are so happy to provide your son with a sulcata for his birthday Misty. Please give us a call if you have any questions.
My baby black and white tegu arrived perfectly exactly when it was expected! He was super healthy and inquisitive right away! I researched so much before ordering and I can truly say Underground Reptiles is THE BEST!
Amy, We take great pride in our tegus and are so happy to hear how satisfied you are with your order. Thank you so much for updating us on your order. We appreciate you!
I'm considering buying a Water Dragon from Underground Reptiles and I had many questions and they have been very helpful with answering all of my questions and making sure I have the knowledge I need to keep a healthy pet. Thanks Underground! I'll be placing my order soon!
Hi Shay, we are glad to hear we were able to answer your questions. We strive to make sure all our customers are informed about any animals they purchase from us. We look forward to serving you.
I received the baby turtle purchased for my daughter within two days of placing the order. Normally, the turtle would have been overnighted, but I was able to push the delivery to the next day. Honestly, customer service is excellent! Immediately after I placed my order I received a call to confirm my order and make a change. My daughter's turtle arrived healthy and very active. Thank you Underground!
Kristy, thank you for letting us be your go to for all of your animals needs. We look forward to doing more business with you in the future. Please let us know if you have any questions.
Kristy, thank you for letting us be your go to for all of your animals needs. We look forward to doing more business with you in the future. Please let us know if you have any questions
My turtle arrived dead today. I placed the order on December 21. I called and told them my turtle arrived dead, they told me I should've planned better. They shipped with NO GUARANTEE of LIVE ARRIVAL! I'm furious because I paid $45 for shipping alone! They were very nonchalant telling me to pay another $45 for shipping and they'll give me the turtle free….At this point I don't know if the turtle was alive or dead when they shipped it. So devastated because this was my son's Christmas gift…. If they believe the animal will arrive dead, they shouldn't ship it! That's how they got me with the fine print, I thought all animals should arrive with a guarantee alive arrival or replace the item; I paid $45 for shill to get a dead turtle and a "you can pay another $45", please do better
Tip for consumers:
Check shipping before you buy!!!!!
Products used:
Slider Turtle
Healthy animals. Awesome awesome service. Great communication. I ordered a mud turtle and a sulcata tortoise. I got a call saying they had just run out of mud turtles, but could replace if I wanted. Got a painted turtle instead. Both arrived next day, and both ate as soon as they got home..
Looks to be enjoying his/her new home! Thank you for updating us on how they are doing. We appreciate your business
I ordered a blue tegu from the a male expecting you know a full blood blue tegu but in return it's a mix and I can tell by his red belly their only suppose to be black and white. So I ordered a 8 to 10 inch one ounce I got him put he was already 16 inches which I'm fine with but ounce a tegu gets to that size he starts not liking people, I contacted them several times the guy is super nice but the girl there constantly with the back talk like seriously here I am a customer who has a degree in herpetology for this kind of stuff will het talked back to by this cell phone assistant but if you don't mind the service or getting the wrong animal go right ahead to underground reptiles
I was very nervous about my delivery and if the frog would arrive unharmed. Customer support answered all my questions and put me at ease. I was assured of my arrival date and time and felt great about the process. I really appreciate then providing me the healthy sweet pixie baby I have. Thank you UGR!
Thank you Starr! Making sure packaging is as safe as possible for our animals is very important to us. Please give us a call if you need anything in the future
Outstanding service. My baby Tegu arrived perfectly and on time. She is beautiful and has an amazing temperment. If your looking for a great place to get a great Tegu i highly recommend Underground Reptiles!
Thank you for your recommendation Jeramie! We take great pride in our tegus. We appreciate your business :)
Live creatures get shipped via overnight delivery when ordering through Underground Reptiles. I checked the delivery window this morning to see that UPS had experienced a delay. I received a call AND email from UR about the delay, how their live animal guarantee still applied, and to be sure to contact them if there were any issues with the critters. Well, not too long after, I got my delivery and everything came in healthy. My children were happy and I'm happy with the service. Thankfully I didn't need to make use of the guarantee, but it looks like the this business stands by their agreements. If my children ever want more millipedes or isopods, I know I'll order from Underground Reptiles again.
Brandon, Thank you for your business and review! We do pack our orders for any delays that might occur in transit to ensure the animals safety. We appreciate you
My son got a baby Sulcata on Tuesday. I had to "babysit" it until he got home from work. I fell in love and my baby Sulcata arrived today! Even though the shipping was delayed due to weather (not UGR's fault), the tortoise still arrived healthy, happy, and very active. We are very pleased with both tortoises and look forward to many, many happy years with them.
Thank you for your order Kellie! We pack for any type of delay. We are so glad you chose us to supply you with your new babies.
Bought 2 moon crabs which i must say they look great and healthy very nice colors. And also been waiting for ever for them to get more cave geckos in and i got 2 of them to which are great looking babys Once again they came through and gave me great animals thank you. You guys are my only place i get my pets from. Get more cave geckos i love them :P
Mike, We are thrilled to hear that we are your go to for extoics. We look forward to contining to getting you great animals. Please give us a call if you need anything.
My Tegu arrived on time and in perfect condition! Sometimes they make a little bit of a mistake. I bought an iced tega this time, but they seem to have sent me a black and white tega, so it was a bit frustrating.
We are sorry to hear about this. Please send a a photo of what you did receive and we will have a manager take a look. You can email a photo to info@undergroundreptiles.com.
Thank you very much
Was a first time buyer. The experience was great on timelines and ease of purchase. Only thing i think could have made experience any better would have been some sort of information pamplet on the turtle as far as age proper care and basic things people like to know. I would order again. Thanks.
Thank you for this review Eric! We are currently working on care sheets for all of our animals :) We appreciate you!
Both arrived alive and healthy, bought both in March and both are still doing very well, eating and thriving as they should, I will be ordering again in the future and recommend Underground reptiles to friends and family...
I ask the fat dude for 2 medium rats... and he say no problem... I get to the register and I look the rats. Were small. I tell them if this are medium... well he say they are medium small.? IS not medium small rats... this place is a joke...
Ordered my 2nd Sulcata Friday received it on Saturday didn't realize that there was another shipping charge for $19 on top of normal shipping for Saturday delivery but was well worth it! Baby arrived healthy and full of energy eating like a champ! Thanks guys
Yes, there is a $19 additional fee if you would like it to be delivered on Saurday. That is not our fee that is the shipping carriers. We are so happy to hear how satisified you are with your order. Thank you for your business!
This was my first time purchasing through Underground Reptiles. I was extremely satisfied with the 3 tiny turtles and Leatherback Beardie we purchased. Each arrived healthy, alert and active. Tracking info was prompt. Again, great initial experience with this company and I look forward to more in the future with them.
We are thrilled to have earned your future business Jennifer. It will was a pleasure serving you. We can't wait to hear from you soon.
The reptile we ordered arrived fine and seems healthy. We then had an issue with another order, and received absolutely horrible customer service- to the point I will NEVER shop with them again, nor would I recommend them to anyone. EVER.
Tip for consumers:
Do not order online through Underground Reptiles!!!
Is my Florida Is soft shell turtle is doing great I purchased it for is stitfruit underground reptiles also they take good care of their animals it seems like to me. The only reason why I didn't give this a 5 star rating due to the fact of it seems like it's not really sociable lized When I got it it took some time to get it to what is it to want to eat and I understand and I understand when you put him in a new environment they get real nervous and you should not feed them. 2 days later I try feed Nick it wants to eat now I was able to contact on the ground reptile and ask them questions and they told me they do not have an interaction with them which is fine. I am pleased with the soft shell turtle I got from them it's still a small baby And has a lot of growing to do. I would recommend them to other friends and family. The shipping is on time and they have good customer service
Tip for consumers:
They're a good company to go through my 1st time using them I would use them again
Products used:
Reptile
I'm a complete newbie to bioactive terrariums so I wanted to start with a cheap intro isopod and UR did not disappoint! I got tons of the little guys and they are all active and exploring their new surroundings! Package arrived fast than estimated which was a huge plus for my state's weather. Definitely will order more in the future and highly recommend!
Stephen, We are so glad we added isopods to our collection. They are great in bioactive terrariums! Thank you very much for your business and review!
Ease of placing an order was there as well as communication from staff to let me know my order was 1 day behind. I then received an email
1 1/2 hours after delivery which worked out great for me as I wasn't available for the delivery. I was able to get there and because packaging is insulated, my order was alive and well. I definitely recommend ordering as my order is also exactly what I requested.
Lupita, Communication with our customers is very important for us to have. Thank you for your business
This was my first time ever ordering a live reptile, and I'm glad it was through Underground Reptiles, I placed my order but then called them because I wanted to request a male tokay gecko, the girl I spoke with was super nice and even changed my shipping method to FedEx since they run earlier at our house. The Tokay Gecko arrived and was in great shape. Hes a bit skinny, but I plan on fixing that.
Danielle, Thank you for your reviews and business. Yes, we try to accomadate our customers as much a possible.
Gain trust and grow your business with customer reviews.
Underground Reptiles specializes in exotic reptiles, amphibians, invertebrates and mammals. We have been shipping our local South Florida community since 1996 and have been shipping our animals worldwide since 2000. Our goal is to provide the very best pets, at the very best price with the very best customer experience.
Thank you for sharing your experince with us Margaret! We are so glad we were able to earn your business :) Please let us know if you have any questions. Enjoy your new cainan.