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LLLReptile and Supply Company

Hi,

I rushed shipped an Hova-Bater incubator from LLLReptile overnight because my dragon decited to lay some eggs, im a first timer so, i have no idea how to deal w/ an incubator. I set it up and it wasnt working, didnt heat at all..blah blah blah

gave LLLreptile a call, they told me to mess around w/ it and get it to work, if it didnt, call them back.

I took it over the the local Agway (farm supplies) and the guy there said it was busted..

Called LLLreptile again, and told them the problem. They said they were gonna file a UPS claim check, and refund my money for credit..

I dont know if this is a good thing, or a bad thing, shipping defective products is bad, but the way they handled it was excellent...just some comments..

Ps. i got another incubator  at agway, and mabels eggs are nice and comfy now...
 
Up until my last purchase, I loved LLL Reptile and recommended them to everyone.  

On May 2, 2002, I received a "LTC Female Ball Python", which I was told on the phone, was feeding regularly on mice and had been a pet of a very good customer that no longer had room for her.  Well, it's now June 19, 2002, and that snake has still not eaten.  I've tried live, pre-killed, frozen/thawed...rats and mice, but she's not interested at all.

I was also told that she was "very, very friendly", but this snake hisses louder than any BP I own, whenever her rack is opened...and she strikes too.  

I don't care about the attitude of the snake, but the point is that I was grossly misinformed about what kind of animal I was purchasing.

I emailed them toward the end of May, and all the guy said was "Well, by looking at her, it's pretty obvious that she eats."  He then started questioning me about my husbandry.  I politely told him that I own around 30 Ball Pythons and ALL of them eat except for this one, so it's not my husbandry.

Point is, don't listen to a word they say when purchasing animals from them.  Chances are, the person you're speaking with doesn't really know much about the animal you're asking about, and in this case, doesn't care enough to find out for you...I guess it's just easier to tell a customer whatever they think the customer wants to hear.

All in all, their prices aren't much better than pet store prices, their employees aren't much more knowledgeable than pet store employees, and their service isn't much better than that of a pet store.  They're pretty much mediocre....a "happy medium" between a petstore (bad) and a breeder (good).
 
</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote (ajc @ June 19 2002,11:50)</td></tr><tr><td id="QUOTE">Up until my last purchase, I loved LLL Reptile and recommended them to everyone.  

On May 2, 2002, I received a "LTC Female Ball Python", which I was told on the phone, was feeding regularly on mice and had been a pet of a very good customer that no longer had room for her.  Well, it's now June 19, 2002, and that snake has still not eaten.  I've tried live, pre-killed, frozen/thawed...rats and mice, but she's not interested at all.

I was also told that she was "very, very friendly", but this snake hisses louder than any BP I own, whenever her rack is opened...and she strikes too.  

I don't care about the attitude of the snake, but the point is that I was grossly misinformed about what kind of animal I was purchasing.

I emailed them toward the end of May, and all the guy said was "Well, by looking at her, it's pretty obvious that she eats."  He then started questioning me about my husbandry.  I politely told him that I own around 30 Ball Pythons and ALL of them eat except for this one, so it's not my husbandry.

Point is, don't listen to a word they say when purchasing animals from them.  Chances are, the person you're speaking with doesn't really know much about the animal you're asking about, and in this case, doesn't care enough to find out for you...I guess it's just easier to tell a customer whatever they think the customer wants to hear.

All in all, their prices aren't much better than pet store prices, their employees aren't much more knowledgeable than pet store employees, and their service isn't much better than that of a pet store.  They're pretty much mediocre....a "happy medium" between a petstore (bad) and a breeder (good).</td></tr></table><span id='postcolor'>
After posting this, I decided that I should contact LLL Reptile and at least give them one more chance to make it right...but, honestly, I did not expect them to do anything.

Well, to my surprise, not even 30 seconds after I sent the email, Scott (from LLL) tried calling me and left a message.  I couldn't call him back because I was at work, so I emailed him back.  Well, we hashed everything out via email, and he has agreed to let me ship the animal back and give me store credit for the full purchase price and the shipping costs.  This is not something they normally do, but in this situation, I wouldn't have bought the animal had I not been told that it was feeding.

Long story short.  That's what I call service and backing up your word.  To me, I'm more impressed with them now than ever before.  I really didn't think that they'd do anything for me, but boy, was I wrong.  

Also, I have to admit that I was wrong about a few other things.

1. It was brought to my attention that LLL Reptile DOES breed some animals....similar to the way Pro Exotics operates, only LLL tries to keep it fairly quiet.

2. They are definitely more helpful and knowledgable than a pet store.  It seems that they were not intentionally trying to mislead me...it was just a simple mistake on behalf of one of their employees, which they have completely made up for.
 
Before reading this, please note that I'm stating this under the assumption that LLL read your post before resolving your ball python dispute.
I'm just curious as to whether this is the typical service you would get from LLL, or do you have to go and attempt to damage their reputation to get anything out of them?  From how it sounds, LLL will back up their animals IF they feel like it would be more beneficial to them if they replaced them.  To me, that is not a true representation of how a company does business, but how a company saves face.  Honestly, unless I am led for some reason otherwise, I'm going to take your first post about them more to heart.
-Lucas
 
</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote (Lucas Denning @ June 21 2002,01:36)</td></tr><tr><td id="QUOTE">Before reading this, please note that I'm stating this under the assumption that LLL read your post before resolving your ball python dispute.
I'm just curious as to whether this is the typical service you would get from LLL, or do you have to go and attempt to damage their reputation to get anything out of them?  From how it sounds, LLL will back up their animals IF they feel like it would be more beneficial to them if they replaced them.  To me, that is not a true representation of how a company does business, but how a company saves face.  Honestly, unless I am led for some reason otherwise, I'm going to take your first post about them more to heart.
-Lucas</td></tr></table><span id='postcolor'>
You have a good point.  But, no.  I didn't mention the above post when I emailed them.  I never threatened to answer this thread.  In fact, I wanted to see what they'd do without me mentioning it...and in my book, they passed the test, so to speak.  They did find out about it later on...but it was long after they called me to try and straighten it out.  

"Saving face" as you call it, is something you have to do from time to time in any business.  Whether or not it's the right thing to do, is a different story.  Why they took care of the problem, is not my concern.  The fact that they are taking care of it, is what I care about.

I mean really, why would any business take care of a problem like that?? It's not necessarily out of the goodness of their hearts.  It's because they have a reputation to uphold.  There's a lot of them out there that don't care at all.  LLL Reptile does care about their reputation, and to me, that's all that really matters.
 
OK, that's awesome that they did that before they knew about the post.  Yes, I agree that it is important for people to replace animals to uphold their reputation.  My point was this.  
If someone gets something and it was misrepresented/dead or whatever.  Do they have to go to a place like the BOI to get it resolved?  Yah, that is fine for you or me, but what about the other 90%(or whatever) of their customers that don't know about/use the BOI?  Are they left out in the cold?  I guess it's not necessary w/LLL, and that's great.  But, that was my point.  I guess maybe they're now more over to the good guy side in my book.
-Lucas
 
I just purchased a sub-adult Brazilian Rainbow Boa from LLL yesterday in Pamona at a reptile show. She is beautiful, active and ate 2 fuzzies last night. I have also ordered supplies from them online and was very pleased with the speed at which things were shipped and the quality of the items I purchased. Let's face it, not every transaction they make will be perfect, it's just not possible, but it sounds like most of the time, their customers are very happy.

                                Kim.
 
I have purchased 7 animals from lllreptile. I have been to their store (which is clean, well organized, helpful staff) and purchased a couple critters which were healthy and perfect. I bought once from them at a herp show (another good experience and great prices). I have also purchased several animals online from them which were shipped professionally and quickly.

I have bought from other store's/breeder's with mixed results, but have never had a problem with lllreptile. Will be making the 2 hour drive down there again next month and hopefully will come back with something interesting. (I have a couple empty cages that are just screaming for something to be crawling/slithering around in them.)

Anyway, I haven't posted a "good guy" post here and wanted to throw in my 2 cents.

Denise Alexander
 
I have been purchasing from LLL for years now.. and have never had any bad experiences.  All herps have come over healthy and eating.

They price-matched something for me that they didn't even need to.  I bought a reptarium and found it on another site with a special sale price.  Even though it says they will match or beat any stores regular prices... Scott still beat the price on the sale item.  That was the first thing I bought from them.. and I have been a loyal customer ever since.

A great company to do business with.
 
i have purchased from them twice. great prices, great customer service and shipped great and on time. good job guys!
 
Hey snake_lover0069,
Although I haven't purchased any animals from LLL, I've been to their store, and I believe that you are full of "sch!t"  Just about the fact you said that </span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE">They throw it back in the cage as hard as they can bashing it's back and head against the glass walls in there cages!</td></tr></table><span id='postcolor'> I know you are really full of it!  LLL equiped most of their cages with Vision cages, so there are no glass walls in their cages.  Besides, the store is very clean, and they are nice people, who willing to assist you in anyway they can, or answer any of your question.  And guess what, they let me handle their animals, whenever I asked them, without any remark like you said.  So, before starting bashing and calling name, why don't you post your full name, you "major hoe"? <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/tounge.gif" border="0" valign="absmiddle" alt=':p'>
P/s: Do you really snake lover?  Seem like most of the snakes went to you die of respiratory <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=':D'>
 
I've ordered supplies from LLL several times with no problems. I also bought a pair of mexican milks from them at the Daytona expo and although they were both healthy and good feeders they were incorrectly sexed (2 females). I never contacted them about this so they never had an opportunity to correct the problem.
  Overall, they seem like a pretty good company and have some great prices on supplies.
   Chris Raden
 
I posted  a little thread about them awhile back. But I will go ahead and state my experience and opinion based on my experience with them.  I think that they do get some nice animals, but I also think that they have deal in some sick wildcaught animals and I think this is where the negative experiences people have posted come into play.  I have seen them for a few years at couple of the local shows, I have talked to them, and they seemed to have some good deals on supplies(few animals though) and I would recommend anyone buy supplies from them.  But, I went to a show in Puyallup, Washington last year, which was suppose to be an all captive bred show, and they were selling WC SKINNY ANIMALS and  trying to tell me they were CAPTIVE BRED.  This made me really leary of them.  Well, last year there was a show in Hillsboro, Oregon and they were there.  I was really looking for a baby blackthroat and they had a really nice looking baby, so I inspected the animal, held it, looked at it closely before I decided to buy it from them.  Well, I noticed some mucus coming out of its mouth, my first thought was that the animal was sick, they said that it was in perfect health and that the mucus was from the fact that they soaked it to get some shed off of it and that was the reason for the fluid dripping from it's mouth.  Well, it was nice looking, and it sounded like a reasonable explanation, so I bought it.  Well, needless to say, I took it home and set it up in a very nice set up, and a couple of days later, there was still mucus coming from it's mouth and it was obvious that it had a respritory infection.  I didn't complain to them, because I did the best with what I got for the sake of the animal.  I treated it and it did recover and was a great pet.  I am glad that I bought it, but I WAS NOT HAPPY THAT THEY OBVIOUSLY LIED TO ME ABOUT IT. I will never buy another animal from them for obvious reasons, and I would recommend that anyone who considers buying an animal from them to be very careful and if there is any sign that it may be sick, save yourself the trouble and DON'T BUY IT FROM THEM.  I am not saying that they are all bad and I do think that they have good deals on supplies, but I do not recommend the animal end of their business and do find them really dishonest about that in my experience, just my opinion.  
Thanks,
Kevin Smith <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/confused.gif" border="0" valign="absmiddle" alt='???'>
 
I purchased a leo from them a couple years back, never ate, died 10 days later, Scott refused to refund my money, only store credit (I notified them the day after getting it, that something was wrong.. Scott told me it was eating crickets only, another employee told me mealworms only (hmmm wish someone could be honest?). I was offered store credit only (i didnt want anymore dying animals from them), even though they had nothing i wanted nor needed. (credit was used towards an incubator, read on) I also purcahsed 2 incubators, 1 came missing parts, 1 came broken. Scott promised to get me replacement parts, never did and I didnt hear back from him about it for roughly TWO YEARS!

Any of you who have bought leos from me in the last few years, know the quality I offer. Can you believe they questioned my husbandry?!

If you are looking at getting something from LLL, please contact me. I will find a higher quality product for you, even if its from someone other than me.

I suggest Big Apple Herp or Beanfarm for supplies. I have had great service from both, Big Apple even redesigned there large incubators for me.

For animals, I suggest, well about anyone else out there.

When at shows I have seen obviously WC animals marked as CB at LLL booths.

Corey
 
Loren is the owner of LLL Reptile and his wife is Jessica (just to be clear, Loren of LLL is not the same Loren as my husband Loren of Sundial Reptile, LOL).  
I have met them both (Loren and Jessical of LLL), and Jessica, a "hoe"?--well, she doesnt look like a garden tool to me, lol (couldnt resist).  We've spent some quality time with Loren while he is down here doing the NM shows (3x per year) and I believe him to be a very good person and business person. And, I've only heard praises about the facility (never been there).

People have to understand that whenever you are dealing with imports, there is a high likelihood of problems with these animals--no matter of the quality of the dealer.  This tends to be why they are cheaper than true cbb animals.  Also be aware that "cb" these days does not necessarily mean captive bred in the US--ball pythons are now labeled "cb" all the time--they are "cb" on a farm and then imported.  They tend to have lots of problems.  But if people do not research this and know what they are getting into, they are to blame.

I have watched the quality of LLL Reptile's animals just get better and better in my opinion over the years.  And I have a lot of respect for Loren, his business ethics, and the fact that he really does care and have a great interest in the animals--honestly--and believe me, I can be a harsh judge in that dept.  He, himself, travels all over to do the shows and he does the packing!  That does not sound like a money grubbing business owner to me.  Not only that, but as a person, he is extremely polite, funny, and does not downtalk anyone/any business, anytime (no matter how much I try to provoke him, lol).  That, to me, says a lot.

For the size of the business, and the amount of animals and supplies and customers that LLL Reptile deals with on a daily basis, I am extremely impressed. They are quite a large operation and very professional.  I dont think it gets any better at the level they are at.

I believe that if you have a problem, and you are polite, that they will always take care of you.  Make sure that you are aware of their policies though.  And make sure that you are aware of the animals that you are buying (research).  They do not have the luxury of babysitting every customer, they are just too big.  

Dana
 
How can you turn it around on having to "babysit" customers, when they lie and say that wc animals are captive bred? I don't care how big of company they are, customers shouldn't have to "babysit" them and make sure that they don't lie about the animals being captivebred!  Read my post and then you tell me what I did wrong in that situation.  I didn't contact them because I just thought it would be better for the animal if I just took care of it instead of having to send the animal back and let it get sicker.  GIVE ME A BREAK, YOU ARE OBVIOUSLY MORE OF A FRIEND WITH THEM THAN YOU ARE A CUSTOMER.  I Don't think the post asked for friend's opinions, I think it asked for CUSTOMERS opinions.
Just my opinion,
Thanks,
Kevin Smith <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
I'm sorry that you had a bad experience with them Kevin (my post was not directed at you personally).  I'm sure if you let them know in a timely and polite fashion, there may be some sort of remedy.  But, you were able to inspect this animal in person prior to buying--a lot of show sales are final because of that.
I think I explained the "cb" thing--many animals are being labeled as "cb" these days, meaning they are farmed--in essence, captive bred then imported.  That is why you see so many babies for sale.  I tend to steer clear of these animals, but I do not think that it was really 'lying'.  I'm sure they were not the only ones at that show with "cb" imports. It just depends on where the show promoters draw the line.  
Besides, if they had so many "WC SKINNY ANIMALS" at their table, why did you buy from their table???

And, I would consider myself a collegue, customer, and friend.  I have made a good amount purchases from LLL over the past several years to qualify as a "customer" and never had a problem. And I get a little more insight since I have spent time with them.   So I would say that that gives me plenty of right, responsibility, and knowledge in posting on this thread.  I thought I could add something by sharing a little more than "I bought a snake, it was good".  But, this is probably all I will add anymore.

I still say that for a reptile business the size that they are and the amount that they do, it really doesnt get any better.  Remember, they get a lot of their cbb animals from top breeders around the country, and they get very good picks on imports.

If you want a true CBB large monitor, go to a breeder--but, they are few and far between.

Just my experience and opinion.
Dana
 
So you would recommend that they say that farmraised imports should be called true captive bred by them? Guess, I missed something.  How about mucus coming from the monitor's mouth and them saying "It just got soaked"?  I guess I missed the reasoning for that also. HMMM, I guess I am going to have to go into the import business, since there is no difference between imported and true captive bred!
JUST SOME THOUGHTS,
Kevin Smith <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wow.gif" border="0" valign="absmiddle" alt=':0'>
 
(As he finally snaps...)

 THE PRONOUN TO USE WHEN REFERRING TO THE PERSON THAT IS BEING ADDRESSED IS...   YOU!!!!!!......, NOT "U"!!!!.

 I hate to sound like an old fogey (after all I am 45), but communications is the key to all future successes. Hail to the IM generation.

...thank you, I'm feeling much better!   <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
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