• ReptileCity

ReptileCity

Overview

ReptileCity has a rating of 2.48 stars from 340 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about ReptileCity most frequently mention customer service, live animals, and next day problems. ReptileCity ranks 670th among Pets sites.

  • Service
    67
  • Value
    62
  • Shipping
    65
  • Returns
    54
  • Quality
    59
60
See all photos

What reviewers want you to know

Positive highlights

  • These from reptile city were huge and had massive claws!

Critical highlights

  • The customer service was horrific and the bearded dragon was sick.
How would you rate ReptileCity?
Top Positive Review

“THESE PEOPLE ARE LEGIT!”

Terrell L.
4/14/20

I will most definitely be ordering another house Gecko from Reptile City! Felton was awesome & the communication was on point! Any questions I had pertaining to my order he answered in the most RESPECTFUL MANNER. I don't see how some people are leaving negative & disrespectful reviews. He is very nice & he knows what he is doing! Thank you Felton! A1 customer satisfaction

Top Critical Review

“Bad Service, No Animal”

Nitaya B.
1/1/21

I ordered a southern toad mid November, with the extra $20 5-7 day shipping guarantee and didn't receive the toad. I waited 10 days before messaging the supplier, who said he would look into it. Another 5 days and I messaged again, asking for a refund because clearly I wasn't going to get my toad. He sent a 5 word email "will check with accounting now" another three days I messaged him again. I haven't gotten a reply. That was weeks ago--it's now January

Reviews (340)

Rating

Timeframe

Other

Reviews that mention popular keywords

reptile city (86) customer service (52)
Thumbnail of user nitayab1
1 review
9 helpful votes
January 1st, 2021
Verified purchase

I ordered a southern toad mid November, with the extra $20 5-7 day shipping guarantee and didn't receive the toad. I waited 10 days before messaging the supplier, who said he would look into it. Another 5 days and I messaged again, asking for a refund because clearly I wasn't going to get my toad. He sent a 5 word email "will check with accounting now" another three days I messaged him again. I haven't gotten a reply. That was weeks ago--it's now January

Service
Value
Shipping
Returns
Quality
Thumbnail of user patriciav193
1 review
16 helpful votes
January 24th, 2020

This place is the biggest scam ever! They will take your money, then tell you they don't have that reptile available but will send it whenever they get them in stock (even though the website will say it's in stock). You will probably never see your reptile... if you do it will be in terrible condition. They will tell you they will refund your money, but you will never get that either. AVOID REPTILE CITY COMPLETELY!

Thumbnail of user brittanys355
1 review
1 helpful vote
March 15th, 2021

This is about the worst place possible to get anything especially animals. You can call several times and they will not return your call like they say. Only received one e-mail confirming my order. Nothing more. You had to pry information out of them just to get a million excuses. They went as far to tell me there was a car accident so no one was in the office? LAME! Can't trust anyone. I asked for a refund. I paid $49 shipping for 1-2 business days processing and overnight shipping. Its been about 2 1/2 weeks later and nothing. Pieces of shot is what they are! They do call to confirm your credit card and address! Just so they can charge you. A load of CRAP!

Service
Value
Shipping
Returns
Quality
Thumbnail of user jo270
1 review
1 helpful vote
January 6th, 2022

Felton Willis, the owner, was recently arrested in Louisiana. He was on the run after a few years long investigation with FL Fish and Wildlife. He has numerous pending charges and is currently in Martin Co Jail on over 100k bond, after being extradited from LA. He and his girlfriend bragged for years about their million dollar online reptile business to myself and others, yet I always suspected something was up. Just wondering if you had any more info on the case. Looks like they were shipping live animals through the post office... Hoping there was no cruelty to animals! You should contact Martin County Sheriffs office in Stuart FL with any fraud!

Service
Value
Shipping
Returns
Quality
Thumbnail of user shannond338
1 review
0 helpful votes
August 8th, 2021

If I could give them no stars I would. Worst company, worst customer service. Will not answer emails or answer the phone at all! Save your money and go somewhere else! SHAME!

Service
Thumbnail of user logans38
1 review
1 helpful vote
March 29th, 2017

The reptile came in healthy and attentive which is more than most reptile companies can say, but he wasn't listed as a live animal on the package and had no heat pack. The shipping was 35$ while they only had to pay 7.50$, it wasn't overnight shipping it wasn't listed as perishable and it didn't have a heat pad. When I called them and confronted them they dodged my questions and told me "we've always done things this way". I was disappointed in their lack of care for the animal during shipping
I wouldn't not recommend reptile city but they need to improve on their shipping and customer service

Thumbnail of user richardt360
2 reviews
0 helpful votes
March 25th, 2019

I have been provided one of the best animals I've ever owned. I got a bark Scorpion, who's an absolute doll. I couldn't get a male like I wanted, so I ended up with a female. I think that's actually better considering size. After extensive handling and co-roomed with me, she's became extremely docile and loving. She likes to sleep and sit on my shoulders. Has never bitten, or in anyway purposely harmed anyone (sharp claws). So I'd like to thank you guys for providing an excellent reptile and opportunity to learn more about these little guys.

Thumbnail of user terrelll16
1 review
0 helpful votes
April 14th, 2020

I will most definitely be ordering another house Gecko from Reptile City! Felton was awesome & the communication was on point! Any questions I had pertaining to my order he answered in the most RESPECTFUL MANNER. I don't see how some people are leaving negative & disrespectful reviews. He is very nice & he knows what he is doing! Thank you Felton! A1 customer satisfaction

Thumbnail of user thuyj1
1 review
4 helpful votes
January 29th, 2021

I placed an order for 4 map turtles on 12/5/20. (buy 1, get 1) and did the free shipping (ships within 30 business days).

I was doubled billed about four days apart. I got that resolved. It was supposedly for a system switch over.

Late January came and still no turtles. I requested a status. Two people stated on the same day they will they get back to me. Nothing. I requested again. Nothing. I requested again and I got "We will issue you a refund.". No explanation for poor service, no apologies, after nearly two months!

Recommend buyers avoid this place!

Service
Thumbnail of user michaelr3613
2 reviews
3 helpful votes
August 7th, 2021

Ordered 4 house geckos in January 2021 and here it is August of 2021 and still have not received the animals or a refund. I have called many times and got nothing but excuses or that I should have it in a few days. Not that it will do much good but I reported them to the FTC for fraud. Do not order from them or haha reptiles(owned by same person) unless you want to throw your money away.

Tip for consumers:
Do not purchase from them.

Products used:
Never received order

Service
Value
Shipping
Quality
Thumbnail of user leonv42
1 review
2 helpful votes
February 27th, 2021

I made the mistake of ordering multiple animals and never got my snake. I finally gave up, hearing 'we don't have corn snakes right now' Order one item, if you do not receive it, cancel your credit charges, I sadly believed them and it was too late to get my money back, 6 Months ago. Btw, found numerous Corn Snake breeders in my area, so if Reptile City needs any, I can sell them some.

Tip for consumers:
Be wary, they seem to be dishonest. Actually spoke to the owner the 2x I called,

Products used:
Paid for a Scorpion, a Tarantula, Hermit Crabs and a Corn Snake(never received)

Thumbnail of user crystalj168
1 review
4 helpful votes
February 5th, 2021

Ordered turtles and never recieved. Lied to repeatedly by Felton. Called numerous times to no avail. Finally told out of stock, yet, they still have 35 in stock on line and still taking money from customers for no product.
Have not received promised refund.
Also reported to BBB.

Tip for consumers:
SCAMMER AND FAKE

Service
Shipping
Returns
Thumbnail of user janr247
1 review
3 helpful votes
December 17th, 2020

Terrible communication-they never get back to you even when they say they will. Charged me twice 3 days apart. Sent the wrong lizards when they finally arrived. Not a good experience, overall.

Thumbnail of user hollyc241
1 review
1 helpful vote
January 10th, 2020

Although the yellow belly sliders arrived safe (and SUPER CUTE), I'm not impressed with the way they were packaged. They were SOOO excited to hop in the warm aquarium and take a swim. They were dry when they arrived, one was upside down and unable to move and the heating element in the box was cold.

Thumbnail of user kyrap14
1 review
0 helpful votes
August 22nd, 2020

I ordered from reptile city without first reading the reviews, and it freaked me out. I was so sure I was gonna get a dead Chameleon. I now have the chameleon, and he's pretty healthy and a little chubby. The issues I have with this place is the deceit. According to the website, the animal will not be left on your doorstep, and you must sign to receive the animal. The animal will also be shipped with a cooling pack overnight. None of this is true. I got a notification the he was being shipped at around 10 in the morning, and the company claimed to be from Honey Grove Texas. The package was shipped in the middle of the day from Florida, and I live in Austin. The package was not labeled FRAGILE, CONTAINS LIVE ANIMAL, or anything of the sorts. It was just a cube. Due to this, the doorbell wasn't rung when he got here, leaving him to sit on my porch for 3 HOURS. When I was getting worried, I checked the porch and there he was. He was in a l plastic container, surrounded by newspaper. He was obviously eager to get out, and when he did, he started running. Faster than a chameleon should. Poor guy, but he was beautiful. Brightly colored, indicating that he was in a good mood. He was pretty dry, and they're naturally humid creatures, and he's adjusting nicely to his new home, but I will not be ordering from these people again. I got my chameleon, but that was all they followed through with. They were also incredibly hard to get ahold of. Don't order from them unless you are looking to save money because they have a free shipping option "within 30 business days." My little dude took 16 b days to get here, but it was worth it. He's happily hunting crickets in his new home, but I'm glad he was shipped to someone who knew what she was doing.

Tip for consumers:
Be patient but check your porch often after day 10 if you get the free shipping

Products used:
The Veiled chameleon

Service
Value
Shipping
Quality
Thumbnail of user adelinet14
1 review
1 helpful vote
July 6th, 2021

Do not order from this company. They will take your money the very next day but won't return your emails. After 4 attempts to contact them via email were unsuccessful I tried to call them. Every single number was disconnected!

Thumbnail of user johng3456
1 review
0 helpful votes
March 17th, 2021

Rip-off thief crook thief thirf crook crook crook crook thief thief thief thief crook crook crook crook

Thumbnail of user benjaminp232
1 review
2 helpful votes
September 28th, 2021

I placed an order Sept. 21st 2021 for 2 Red Eyed Tree Frogs, I chose the most expensive shipping and processing (Expedited Express 1-2 Day) I spent $189 in total, It is now Sept. 28th and when I call repeatedly I get the same story "We will process it today and send you an email this evening, when I email asking for a status update I get no response… I am highly disappointed and it appears I've been conned out of $189 I strongly recommend don't order from ReptileCity

Thumbnail of user shaniej1
1 review
0 helpful votes
January 16th, 2021

Just want to know when mailing no issue taken pay but no tracking no info I am contacting other places just send

Thumbnail of user darlar17
1 review
0 helpful votes
September 26th, 2018

I ordered one batch of house Gecko's which arrived dead. I called Fenton and let him know we had a problem. He didn't ask for pictures of my dead lizards just told me they would reship. Which they did promptly and those Gecko's arrived healthy and very active. I was very pleased with my replacement shipment. Thank you Reptile City for my active healthy house Gecko's. Darla R. NM

Thumbnail of user markk775
1 review
13 helpful votes
January 1st, 2020

0 rating. This company is exactly what all of the reviews say it is. 100% absolutely terrible. I purchased a reptile for $299, it was never shipped on time per the company shipping policy. I requested a refund and never received it. Upon reviewing my card statement this terrible company billed me $200 for no reason. Please if you wont a honest company, that respects people and animals please go else where.

Thumbnail of user rons891
1 review
1 helpful vote
February 17th, 2021
Verified purchase

Buyer beware. This site and Felton W. Is a scam artist who will steal your money and waste your time. Thankfully credit card can issue a chargebacks if you've been had by this company. If you've had a similar experience you should make a report with the FTC. Do not tolerate this nonsense.

Products used:
They will not send you anything and they will give you the run around

Thumbnail of user troyb101
1 review
0 helpful votes
May 8th, 2019

These guys were extremely helpful to a new tarantula owner, Penelope now has a lovely new house with all the kit needed to keep her well. It was delivered very quickly and securely. They offered online chat to help you and great communication via email. I bought the platinum terrarium set up. It was easy to put together. We have a very happy snake.

Tip for consumers:
Please igonre negtive reviews because they are fake, i order a snake and they ship healthy and live within 4 days.

Products used:
tarantula

Service
Value
Shipping
Returns
Quality
Thumbnail of user laurenc539
1 review
0 helpful votes
April 2nd, 2021

I placed an order with them on 02/26/2021. 2 weeks ago, I was told they would be shipped on a Thursday and would arrive by that weekend. Nothing arrived. I've called and emailed them. Last reply said they would be shipped April 6th. I told them I needed them sooner, its been so long since I ordered and I paid for 6-10 business day shipping. What's the deal guys? Why can't you follow through with your own shipping policy? I'm trying to call today to get a refund. This is beyond ridiculous.

Thumbnail of user kennethn178
1 review
1 helpful vote
May 29th, 2021

Reptile city Got Reptiles, Hillbilly Reptiles are all the same company. After never receiving my order I had to file a dispute with my credit card. A week before they are about to lose the dispute to the credit card company they recharged my card the same amount under a new company name. Very fraudulent people. Might as well report your card as stolen if you give them your info.

Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

Snakes, spiders, frogs, hermit crabs for sale with pictures and cages.

Company Representative

Thumbnail of user feltonw1
Reptile C.

How do I know I can trust these reviews about ReptileCity?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about ReptileCity?