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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!
Order shipped and received way faster then expected. Excellent customer service. Crickets and mealworms came in alive. Was notified about the mealworm gaurentee due to weather. Didnt have to worry due to excellent packaging. Will be recommending friends and family who keep reptiles to give underground reptiles a try. Also order a baby savannah monitor came in looking healthy. I have had it for approx 2 days and so far everything is good. Will be buying from them in future!
I have orderd from them twice and my orders were not simple. And i changed them at the last minute and i have to say they couldn't have been more helpful we had the trip from hell and were late getting to the Airport they kept in contact with me and the airline and all my animals came home in perfect condition! I will continue to purchase Reptiles from them.
We order on Tuesday and they shipped on Wednesday and we received it on Thursday morning this has been the best experience dealing with shipping reptiles I have ever had thank you underground reptiles looking forward to further business real soon
David, We look forward to it as well! We are so happy to hear about your experience with us!
I discovered Underground Reptiles through a YouTube channel called Chandler's Wild Life. He has a buddy (also with a channel) Tyler Nolan Tattoos. I am thoroughly impressed with the customer service (as I was a total pain) and the quality of goods. I purchased a baby blue tongue skink set up and a baby Halmahera Blue Tongue Skink (Tiliqua Gigas Gigas) My little one looked so good! Really healthy and the colors are just lovely! A+ from this gal! Thanks UG Crew!
Love this picture Erica! You were no pain at all. We understand :) Thank you so much for your business
He's absolutely adorable. My daughter is so happy. Thank you forever. He arrived alert and extremely interactive. He loves being held. This is such a great day!
Leslie, thank you so much for your review and order! We are thrilled to hear how much you love your new sulcata. So glad we could put a smile on your daughters face :)
I ordered a set of 3 cumberland turtles and 2 arrived good and healthy, but one was not healthy. They arrived on 6-23-2020 and today he died. Ues indeed they call you right away to make sure they arrived but in reality you can't see 8f the animals arrived good and healthy within in 2 hrs that Underground reptiles give you to file a complaint. Like i said, 2 of the 3 arrived healthy and the 3rd one just didn't want to eat nor swim or even open his eyes.We noticed this the 2nd day that he wasn't active as the other 2. Today 6-29-2020 my daughter is very sad and emotional due too the poor judgment of Underground reptiles shipping us unhealthy turtle. Thats bad for business...
As you can see in the picture with the blue arrow the turtle had something in his eyes and never did opened them.
Hi Jose, we are sorry to hear you are experiencing an issue with one of your turtles. When we spoke to you on 6/23 at 3:24PM you stated the turtles came in fine and looked perfect. We have not received any order issue report from you so the first instance we are hearing about this issue is through this review. We are happy to help you resolve this but posting a review on a third-part site rather than contacting us directly is not the best way. Please feel free to report your animal issue at undergroundreptiles.com/orderissue so we can help resolve this for you. Thanks so much.
Received my baby nile monitor today in perfect condition nice and healthy, great place all around, only thing that sucked was on UPS shipping my lizard was supposed to arrive by 10:30 am and did not arrive until 5:00 PM so I was going crazy all day hoping my lizard was gonna come safe and healthy which it did, UPS needs to be better with time especially for live animals that's my only complaint
Hi Tyler, your nile monitor looks like is enjoying its new home very much. Unfortunately, due to the pandemic all shipping carriers are experiencing delays. We have no control over the local delivery routes. Thanks again for ordering from us. We look forward to serving you more in the future.
Received my order fast and with no issues. Will definitely order from them again without a doubt. The baby turtle arrived alive and full of energy and cruising around it's new home.
Chris, Thank you very much for your business. We are so happy to hear that your turtle is thriving. We look forward to hearing from you soon.
W were very satisfied that the pacman frog was delivered on time, or within the delivery time given, but not even a full 24 hours after we got him he died. And we spent a TON of money making sure we had EVERYTHING you could possibly think of for him, ordered first kit for pacman frog PLUS PLENTY extra to make sure he would be comfortable in his living environment but tried to feed him several times and all he would do was sleep. Ended up passing away not even 15 hours after he had been delivered and was only held twice. Once by myself and once by my 12 year old little girl in which he was ordered for. Very disappointing and upset. She cried for several hours, been wanting this frog for a long time and finally was able to make sure we were able to get everything he needed.
We are very sorry about this Tiffany. When we asked for photos for the enclosure which you provided us with we did see that there was a heat lamp. That is something we do not recommend for those types of animals and can effect the animals health tremendously.
Excellent animal very healthy very happy with underground reptiles! Second time doing business with them and will not be the last!
Thank you guys so much
Such cool looking animals! Great choice. Thank you very much for your return business Michael.
My red-eyed tree frogs came safely and right on time. Also cheaper than other places researched. Wonderful service. Can't wait to get my other supplies today.
Thank you for sharing your experience with us Josh! Please let us know if you have any questions.
The women at customer service should never work at this place and nor with the animals. She didn't care that package with the live animal didn't arrive at the time. UPS anonced "delivered" - it wasn't true - so she don't care about the package and animal. She was very rude and hang off the phone.
Package has arrived few hours later.
Hi Zygmunt, you are attacking the women at our business which is completely uncalled for. The managers of the office were present when you called in. You were yelling and screaming at our team member who was attempting to help you. We did not hang up the phone, you hung up on us. You package and animals were delivered just fine.
Awesome little creature arrived at my house while I was at work, my family informed me it had arrived and was pleased with my order, thanks to Underground Reptiles for sending me this Awesome creature would highly recommend to anyone who wants a reptile
Thank you for your recommendation Cody! We are thrilled to hear how much you are satisfied with your new turtle. Please reach out if you need anything in the future.
If you are looking for a place to buy your lovely new loving pet look somewhere else. I bought 3 baby pinkbelly sideneck turtles on 3/18 for my birthday on 3/23. I got them 3/24 one was DOA and the other died on the 31 or 1. They replaced the one DOA but the other turtle they tried to say it was my fault because of the setup it was in. After two days of them being in the little tubs for quarantine they went into a 20 gallon in was not doing well so I put them in a 3 gallon tank. What I'm trying to say is that I have turtles and have been keeping them for a long time so I no what I'm doing. There is no way it should have died. Not only that but the 3 one is still alive so ummmm. Underground reptiles can u explain?
Tip for consumers:
Do not buy
Products used:
Pinkbelly sideneck turtles
Central American wood turtle
Hi Samantha, when you received your baby turtles you placed them in a tiny, three gallon aquarium without any light or heat bulbs, as can be seen here by the picture you sent us: https://imgur.com/a/g1WByXl
We did replace the one turtle that arrived deceased with the Central American Wood Turtle that you wanted. Even though you had put these turtles in the completely wrong setup we still sent you more turtles for free, which you asked for but once a delivery of them was attempted you refused delivery, which can be seen here: https://wwwapps.ups.com/WebTracking?HTMLVersion=5.0&Requester=NES&AgreeToTermsAndConditions=yes&loc=en_US&tracknum=1ZE868710197834666/trackdetails
Samantha, we are happy to work with you to get you the animals you desire but we cannot replace animals which are not kept in the proper conditions. We appreciate your business and look forward to serving you more in the future.
Underground reptile is a outstanding place to find a new reptile/pet. I just received my baby red iguana could not ask for a better iguana. Health little guy. Customer service is always on top of it.
Our animals health and safety comes first for us. Thank you very much for your order James. Please let us know if you have any questions.
I ordered an Elliot's Chameleon and a baby citrus Beardie- two lizards I've wanted for a long time. The order was immediately acknowledged and I got shipping updates. I think the package may have been kept in a warmer part of the UPS delivery truck as it was warm to the touch when I picked it up and that worried me. The delivery person knocked on my door and was gone a few seconds later when I opened the door. I don't know if that's because of covid19 or because he saw the work "reptiles" and crapped his pants. That was a common occurence even before COVID19 when I've ordered reptiles with both Fedex and UPS. The baby beardie was very alert, active and cute. The Chameleon was a little sluggish and wouldn't open his or her eyes at first, but perked right up when held in the sunlight for a few seconds (I kept that brief because it's super hot out today an Elliots is a species that needs cooler temperatures.
We are thrilled to hear about your experience with us Holly. Yes, If temperatures exceed a certain level we will ad a cool pack. Please keep us updated up how your animals are doing. Please give us a call if you have questions or concerns.
We are thrilled to hear about your experience with us Holly. Yes, If temperatures exceed a certain level we will ad a cool pack. Please keep us updated up how your animals are doing. Please give us a call if you have questions or concerns.
I place myself on a waiting list to receive Caiman and within just a few days I got a response saying there was availability. I placed my order and within a week my order was ready to ship. There was a small miscommunication from the website for the time of delivery as to the size of the came in I had ordered but with a couple of phone calls and the staff being very professional I was offered a very good deal on a slightly older came in and they had him shipped out the same day and I received him the next morning healthy and beautiful. I'm very pleased and will be buying another one very soon from here!
Yes, we do have an option to be placed on the notification list for our out of stock animals on our site. Once we mark them back in stock the customers are notified via email. We were sp happy to fixed the issue with you. We look forward to doing more business with you soon.
I received bunch of dead animals and called them to talk about it. Never spoke to such a rude customer service. I did not got my money back and watched many dead reptiles,. Horrible experience
Yaki, Thank you for your order. We look forward to getting more exotics in the future
I bought a bearded dragon from underground reptiles and when it arrived it was obviously sick so I submitted an issue report and they gave me instructions on how to care for it and within the first week the lizard died. DO NOT SPEND YOUR MONEY AT UNDERGROUND REPTILES! To settle they offered a discount on my next purchase. They don't care about the customer satisfaction or the animals they sell. And, I never received a reply to my last message I sent them.
This is great business. Very good customer service with great communication. I would definitely recommend Underground Reptiles. Our frogs came in fat and healthy the next day. No complaints
Troy, we greatly appreciate your business and are thrilled to hear about your experience with us. Please let us know if you need anything from us in the future.
We ordered two red ear sliders and Bret arrived happy and healthy. I would definitely use backwater reptiles again. They were also the best price after comparing a few different companies.
Hi Erika! Thank you so much for this review. We are underground reptiles not backwater. Please let us know if you need anything in the future. We would love to help :)
My order arrived a little late. The hatchling swam and ate as soon as put in water. Tha ornate wood turtle is beautiful. I am sure I will be purchasing one from your site.
Depending on where you are on the drivers route will play a part on your delivery time. They do try to get the live animals delivered as soon as possible. Thank you very much for the update on your order. We look forward to doing, more business with you soon.
We received our baby blue Iguana this morning and we couldn't be any happier. She is so beautiful thank you guys very much! In the near future we are planning on buying a red as well!
She looks great Kayla! We are very happy you enjoyed doing business with us. Please give us a call if you have any questions.
I placed an order with them online they called me right before shipping and double checked everything. Got my baby turtle today and he is so energetic. Love him.
Thank you for the update Stefanie. We are so happy you love your new baby. Please give us a call if you have any questions
They were very nice people, they called to double check that we had e everything all set up and ready, will definitely purchase from them again in the near future!
Dakota, We appeciate this review. We can't wait to do more business with you in the future.
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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.
Seth, thank you very much for the recommendation! We look foward to continuing to providing you with great animals and feeders in the future. We appreciate your business.