Reptile Depot - My experience
 

NEVER ORDER ANYTHING FROM REPTILE DEPOT

I have just been through heck with this company.

Let me start off by saying the customer service SUCKS!!!!!!!!!

I ordered some supplies that I needed, sept 9th for the Sacramento Reptile show, sept 26th. I needed these supplies by the 24th to get everything set up by the 25th.
The same day that I ordered, I emailed asking for a confirmation for my order, asked a question that required a response by a Person. I received no response. The next day I get the automated response listing my order, and they take my money.

Time goes by, and its the week of the show. No supplies. Monday I call the store, got a shipping clerk that assures me the supplies will be there by thur the 24th.
When asked why they were not shipped, they stated one of the items was on back order. I was never informed this or that my order would be delayed, at all before this. Had I not asked, the clerk was not going to offer the info as he was trying to end the call.

Thursday comes and goes, no supplies. I have to purchase supplies elsewhere. Thursday night I call the store again. Talk to another clerk who states they do not have anything that I need, but can send some smaller cups to the show for me to pick up friday. Friday, I get a few of the small tubs that are available.

Later that week I email asking for a refund, as I only needed the supplies for the show. No response. I send numerous emails to two different contact emails and NEVER get any kind of response. I emailed at least 10 times until today (Oct 13th). I also made several phone calls to the store. Each time I called, I was told no manager could speak to me. One day the staff was gone. Two other times, the staff was at a show. One time I did get through to a "Supervisor on shift" and was told they would look into it and call me back Asap. I NEVER had one phone call returned in over a month. The phone customer service is horrible as well. No one ever gives you their name. The last call I made was answered and you could hear the person having a conversation. When they finally decided to say something to me, it started as "What'd you need?".

Result - I finally got to talk to a "Manager" who never introduced himself. I started to explain the situation and was interrupted. He stated he was aware of the issue. (If he was aware of it, why didn't I ever get a response from someone?!) He stated that they would not refund my money. I was told I'd be given store credit. I will believe that when I see it!!

Through this WHOLE thing, I was never offered an apology. I was never asked how they could make things better. Heck, I didn't even get hello's. goodbye's and thank you's.

It is truly amazing these people are in business considering how things are operated, their complete lack of customer service and rudeness.

I hope this saves you from making the same mistake that I did.
Thanks for reading,
Misty Johnson

Huh.....yet another one off my list.Thanx for the heads up and hopefully something good comes of this for you somehow.

If you paid by CC, contact your co. and state the problem, they may cancel payment.

Yup to hell with their supposed store credit get your cc company or bank to get you your money back. It's really easy considering they never shipped your order as opposed to them having shipped you something you didn't order. Just talk to whatever financial institution you used and they'll take care of it for you.

wow... and to think I was looking at thier site about a month ago. Im glad I didnt order anything now.

Same shit happened with me.....finally got them to ship the supplies......4 items were not what I ordered. Didnt have the animals that I ordered....gave me store CC. I live about an hour away...so went down there and got some stuff off that......basically punk kids in the teens/early 20's working there......Ill never do business with them again......I do all my supplies threw LLL Reptiles......only supplies though.....and they have great customer svc from what I've experienced so far.....animals are shit though.....

Same story here (with dry goods), only several years ago. I never gave them a second chance to earn my business and would never recommend them.

I agree with Brye, LLL or herpsupplies.com are both good and reliable for dry goods/supplies. Reliable is often more important than cost.
Animals should always be purchased from reputable breeders only.

I have gone to Reptile Depot up in Woodland Hills MULTIPLE TIMES (about 25) I know about 5 people by name including the owner, Larry. They know a little bit about reptiles. Basically nothing about chameleons because i talked to their "chameleons specialist" and he knew only the chams names, but not how to care for them. They wanted me to sell them some clutches of mine when they hatch and i can not ethically do that because i have seen their cham care first hand and it is shoddy at best. Also YES they are very short, rude, and do not know what customer service is.

Yea, when their Cham. cages have month old excrement on the floors, u know they dont care.......really sad.....

Thank goodness for such a forum as I too was looking at their website and animals and was contemplating making a purchase or two in a couple of days given that I live in the vicinity. After reading the aforementined posts....no way...steering well clear.