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    Posted 08/15/2025
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Do not order from reptile depot/herp food.

R

redrott

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DO not order from herp food/reptile depot. They have terrible service. I ordered 1000 crickets from them when they came they looked more like 500. Any way I gave them the benefit of the doubt. I ordered 500 this time. Well they were shipped last Tuesday and I have not received them yet. So my wife called Monday October 11th and left two messages and nobody called back. Well she called them Tuesday the 12th and inquired about our order. They were very short with her and said if they don’t get there tomorrow then they would ship another package next day. Well they didn’t come today the 13th either. So when she called they said they weren’t going to send out another package because they have the tracking number. When she told them that if they were shipped Tuesday then they should have been here last Friday, they told her that was irrelevant. I don’t see how they figure that. That was the whole problem I didn’t have my package when it was supposed to be here. Also twice they told her they would call her back and they didn’t we had to call them back both times. Well they finally gave her the tracking number and said find it yourself. So I called and told them that the tracking number just said it was scheduled for pickup last Tuesday it didn’t say that It was shipped and It didn’t say where anywhere else had touched it either. So when I called They said the post office has it. If it doesn’t come tomorrow then we will send out another next day delivery. I said that is what you said yesterday. I got a bunch of oh uhuhs. Anyway he said well if it’s not there tomorrow we will send another next day again thank you. He was just cutting me off like he was done talking to me. Well I was nice till then. SO when I got mad he hung up on me. So here I am with no crickets and out 15 bucks. That will be the last time I deal with them. They have a live arrival guarantee too but seeing as how my package has been out for a week somewhere they will probably be dead if they ever do show up. They probably won’t live up to the live arrival guarantee either.

BOTTOM LINE DON”T ORDER FROM THEM.
 
Hum...

Sorry for your situation, but Larry at Reptile Depot has been good to me and seems like good people, easy to deal with.

I'd try to resolve it further without getting upset, never helps.

-Randy May
www.neoscales.com
 
All we've ever recieved from them is live crickets, overcounts, and great packaging. Can't blame them for USPS's errors... And they have certainly been willing to help us out if there was ever a problem. I have no complaints.
 
they ripped me off years ago for one of thier "club depot" memberships. I paid the fee and never got any info or receipt for that matter. I even tried placing an order using my "club discount" shortly thereafter and no one bothered to return my email about the order i wished to place. Never got my money back either...

So long ago.... never even considered dealing with them after that, not that I would need to now anyways... lol

But I still do my best to make sure anyone who ever asks us about them is properly informed about our experience with them.....
 
well some guy named Steve finally called me last night. He must have seen this post or one of the other I had left on some other sites. Because he knew I had some customer service complaints and I never told anybody there that. He was nice and said he would ship me out another box today by next day air so they should be here tomorrow. I did try to resolve it with them first but they tried to act like it was my problem. If I sell somebody something and they don't get it I am going to try to find it myself. Not tell the person well I sent it so it is your problem. I am pretty sure also if I didn't post on here that I would not have heard from anyone last night. So anyway I hope my crickets show up tomorrow. And as for marka and aimee saying that I can't blame them for usps mistake. I don't blame them for it getting lost, I blame them for failing to rectify the situation.
 
I've ordered form them many times in the past--they have the best combination of prices and selection.

I've only had one problem with them. I ordered superworms, crickets, waxworms and silkworms. I didn't recieve the thing for over a week, and they were usually very fast.

I called for a week, sending emails, leavign messages...

Eventually, I got a hold of someone. I had to call back twice(in two days), even though they were going to call me back in 20 minutes, when they found out the problem.

Turns out, they were waiting on the silkworms, they were too small, and were going to wait till they were big enough to ship.

I was pissed, cause my animals were eating what few roaches I could afford to feed them.

When I finally go tthe order, they screwed up, and gave be 100 butterworms instead of 50 waxworms--I didn't complain, even though I wanted some waxworms for breeding.

I ordered from them last friday. I got my crickets Tuesday. Not bad. I don't think they're "corrupt" people, just busy, and you have to keep up with them if your order falls through the cracks.
 
I've dealt with Reptile Depot on a number of occasions and can say with absolute certainty that they're one of the best pet & supply stores out there.

I buy all of my light bulbs and critter keepers from them, I've gotten a number of animals from them and I've even bought crickets from them when my local supplier is low.

I'd also like to point out that the Club Depot membership is great because the prices end up being nearly wholesale.
 
If they are so good then why is there multiple bad guy posts about them on the BOI?

If they are so good why havent they contacted me once regarding a refund i requested nearly four or five years ago?

They may come thru for some people, but they have thier fair share of bad transactions as well. Theres plenty listen on this forum alone. Search for Reptile Depot and see for yourself ;)
 
Reptile Depot/ Club Depot

I have had nothing but absolutely LOUSY service from these folks. I'm on the phone with them as I'm typing getting a refund for the remainder of my "pre-paid" account. Every single box I've ordered from them has either been the wrong size, never came, etc.

Explanations today have been: 1) they get too much e-mail to actually read it and answer it 2) the holiday backed things up, so everything is running behind 3) going to the San Diego expo made them run behind.

Sorry, but customer service is #1 in my book. I'll pay more if needed to get folks who know how to run a business. If they get that much e-mail, they need to hire someone else, or stop offering e-mail contact.

In speaking to Richard just now, he balked at giving the refund until I mentioned my non-profit status. Almost instantly Larry came on the phone and was very nice and apologetic, and offered to refund the rest and send me a box (that should have been here today anyway.)

I'll take my business back to ReptileFood.com - at least they have customer service.
 
my experience with reptile depot

I bought a ceramic heat emitter off of ebay from them. The only problem I had was it took them until Monday to respond to an email I sent on Friday, but no big deal, I don't work weekends so I understand. They said they had a computer problem and didn't know if they had shipped it or not yet because they lost a lot of data. But they offered to ship another if it didn't arrive in a day or two. It arrived day after the email so emailed them telling them not to ship another. So overall I had a good experience with them. I'd do business with them like any other, repeat business unless they screw me over.:D :D
 
I haven't dealt with them through the mail, but I do goto into the store every week to buy my feeder rats. They are always very nice and helpful. I haven't had a problem yet and I have been going there for 1 1/2 years at least. Sorry to hear about the mail order problems.
 
reptile depot

Well big surpise my next day air shipment for friday did not arrive.
They gave me a tracking number but I can only see where it has been picked up. Once again somebody screwed up over there. I am pretty sure they sent my replacement package out priority mail again. I hope it shows up soon but like i said they won't see any more orders from me. I believe like somebody else said they aren't corrupt they are just very unorganized and don't know how to run a business.
 
reptile depot

Well my next day air package that was sent out last thursday still has not arrived. They claim they sent it next day air but I believe they sent it priority mail. Either way it still hasn't showed up. I filed a complaint with the better business bureau so I am sure I will be hearing from them soon. I hope they close that place down.
 
After my own dealing with them and reading many...many posts about them on several other boards, I have come to the conclusion that they are supposed to be a good company with a few people who work on the retail floor answering phone calls that they really don't know how to deal with nor do they want to deal with. I am sorry but this goes for all companies especially retail ones. If you have my cash I am a customer and consider my self to be at the front of the line until you have completed my transaction and I have taken possession of all products I order and they are as described.

I ordered 4 cages from them a few months back as they were running a special on their screen cages. I joined their membership with no real info being sent to me as I would have expected. Then I order 4 Black 18x18x36 cages over the weekend but started thinking I should have bought the 24x24x48 instead. On Monday morning (once CA was awake) I called and asked if my order had already gone out or not. I was asked my name and told "Yes, I remember that name as I packed that order up myself"..."It was a large order...I think it was some cages or something like that" ... I felt he knew exactly what he was talking about and decided I was too late and would not bring up anything about upgrading to the larger cages. I figured I would order them next time as I am trying to grow a breeding business in CB Chameleons and knew I would be ordering a lot more over very short period of time anyways. Although I figured since I had him on the phone maybe he could send me a tracking # as I never received a confirmation email. He told me he would email or call me back with it later in the day. No call...no email.

After talking to 5 different people promising to get my tracking number out to me and a few assuring me that the package was shipped FedEx on Monday (None ever called me back nor sent me any emails of any sort), I called Fedex who told me they didn't show any packages for me. Late Wednesday I call FedEx again and ask if they could see if any package was heading my way as it was shipped on Monday. The lady at FedEx told me the only package heading for my address was picked up from Reptile Depot on that same day (Wednesday). Needless to say I was very annoyed as I had new Chameleons showing up on Tuesday the upcoming week and would not receive the cages until next Wednesday a day after the Chameleons would arrive. So I had to setup a few spare Reptariums that I use for babies and rescued animals I pickup from people who can't take proper care of their reptiles as many need nursing back to good health.

Wednesday the cages show up, with two having notable damage. I am able to repair both with some damage unrepairable but it didn't impact the usability of the cages.
I do not blame Reptile Depot for shipping damage as this was Fedex's fault for smashing up sections of the packing that contained the cages. But on Reptile Depots part I had order 4 black cages and received 1 Black and 3 silver. I am not an interior decorator but when I order 4 black, I expect 4 black or a phone call or email asking if another color would be a suitable substitution.

I will avoid ordering from Reptile Depot unless they have something for a good price that I am not able to get from someone else in a timely manner for a fair price.

I think Reptile Depot would be awesome if the individuals that work their Show in Daytona, FL answered their phones as I buy stuff from them at the show every time and they have been very nice and helpful, although I fear it is only due to face time. I think if the Owner, which I have heard nothing but good things about, would have a lot more positive feedback if he spent just a little time training his employees on customer service and remembering the people on the Internet and on the phone are his customers too.

My 2 Cents.
 
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