• Underground Reptiles

Underground Reptiles

Overview

Underground Reptiles has a rating of 4.38 stars from 676 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 9th among Pets sites.

  • Service
    87
  • Value
    83
  • Shipping
    84
  • Quality
    85

This company does not typically respond to reviews

Positive reviews (last 12 months): 30%
Positive
3
Neutral
0
Negative
7
508
See all photos

What reviewers want you to know

Positive highlights

  • Simple and easy ordering, customer service has quick response time and very helpful and courteous.

Critical highlights

No critical highlights yet

How would you rate Underground Reptiles?
Top Positive Review

“Great customer service”

Jason S.
11/16/23

Ordered 3 red ear sliders transaction and order process went very smooth. All 3 turtles arrived alive and healthy definitely will order from them again.

Top Critical Review

“Don't buy from here”

Jacob P.
8/25/23

Worst place to buy a snake I bought an emerald tree boa 4 months ago and it refused to eat and hasn't really done much of anything and really in bad shape and they didn't seem to give a f**k about anything cause they got their money pretty sure it will be dead if the next month cause it is skin and bones. What ever you do go with a better reptile store they are not a good choice to buy from

Reviews (676)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (98)
Thumbnail of user ellae63
1 review
2 helpful votes
January 13th, 2024

Do not get anything from this place my flieshmanns glass tree frog refuses to eat and they were so rude and a terrible help to me and what i needed exactly for the frog i do not recommend them at all.

Thumbnail of user christianm393
2 reviews
2 helpful votes
November 11th, 2023

I recently placed and won a bid on an auction for a female yellow Amazon tree boa, I paid and received a completely different snake when I called and emailed I was told that the animals in the auction are preselected and I get what I get, lol Wich I thought was incredibly ballsy, I have yet to receive my money or the animal I paid for, I will not advise anyone to shop from them,

Tip for consumers:
I didn't pay for shipping, bit considering I paid and received an animal I didn't want, I definitely wouldn't say it was free

Products used:
Snakes

Thumbnail of user stejason3
1 review
0 helpful votes
November 16th, 2023

Ordered 3 red ear sliders transaction and order process went very smooth. All 3 turtles arrived alive and healthy definitely will order from them again.

Service
Value
Shipping
Quality
Thumbnail of user hannaw30
1 review
9 helpful votes
October 8th, 2021
Verified purchase

I ordered one little baby from these guys and he came to us ICE COLD with their so called "heat"pack. I told them that the pack he was sent with, was freezing cold and they tried to tell me it's supposed to absorb any heat/cold. Awful customer service. They keep asking for pictures of the tank set up when we clearly stated that it arrived ICE COLD and DEAD. Please don't buy unless you plan to lose $500 with poor customer service care.

Tip for consumers:
Don’t waste your money on people who take FOREVER to respond and asking for pictures unrelated to the issue at hand. It arrived ICE COLD and DEAD. How does that relate to pictures of the tank? You tell me.

Products used:
Buying a frog

Service
Value
Shipping
Returns
Quality
Thumbnail of user iamtherealaustin
1 review
2 helpful votes
April 13th, 2023

I was shipped an adult red-eye tree frog from underground reptiles. After moving him into my 36 gallon enclosure with my two healthy green tree frogs, the frog was dead on the floor within 48 hours. When contacting them about it, they say they guarantee "live arrival and visibly healthy" but say they have no responsibility for "how the frog is cared after arrival". You can't tell if a frog is actually sickly or just adjusting to the new setting until at least a few days of having them. I explain my part to their support and instead of working things out with me, they ignore my emails until I take the "store credit" and shut up. If you're gonna buy online, go to Backwater...Underground is cheaper for a reason.

Tip for consumers:
Just know you're taking a risk of getting a sick frog every time you order and will NOT get all of your money back if they screw you.

Service
Value
Shipping
Returns
Quality
Thumbnail of user derecks3
1 review
0 helpful votes
July 2nd, 2020

Definitely recommend shopping here great quality animals. And the customer service is great they stayed in contact with me even after my tegu was delivered.

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Followng up with our customers is extremely important to us. Thank you very much for your business Dereck!

Thumbnail of user jacobp272
2 reviews
2 helpful votes
August 25th, 2023

Worst place to buy a snake I bought an emerald tree boa 4 months ago and it refused to eat and hasn't really done much of anything and really in bad shape and they didn't seem to give a f**k about anything cause they got their money pretty sure it will be dead if the next month cause it is skin and bones. What ever you do go with a better reptile store they are not a good choice to buy from

Products used:
Tree boa

Service
Value
Shipping
Returns
Quality
Thumbnail of user isaaco63
1 review
0 helpful votes
March 9th, 2023

I recently purchased a giant day gecko from them he came perfectly packaged no Injuries except for a little bit of stuck shed on his belly that I was able to remove by giving him a quick soak they called me about a hour later after he arrived to make sure that he arrived safely I had no issues at all and my gecko is perfectly happy he arrived with great coloration and a healthy appetite.

Thumbnail of user cylef
1 review
0 helpful votes
May 23rd, 2020

Ordered at 6pm and they shipped my order by 9pm and showed up at my door the next morning. Second time i have ordered from them and have yet to have any problems with any of the animals. Will DEFINITELY buy again

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Hi Cyle, we strive for fast shipping so our animals are in transit the shortest time possible. Thanks again for your order. We look forward to serving you more in the future.

Thumbnail of user uriela9
1 review
4 helpful votes
February 15th, 2023
Verified purchase

Don't forget to include the hidden vet bills during purchase cause that's where you'll be headed to right after delivery. (Spent nearly 2k with these people. They list these animals as "captive bred" but it's pretty obvious they aren't) Down below I will show some examples of some animals that I've had to deal with.

Tip for consumers:
Buy a paper shredder to shred your money instead of buying from here

Service
Value
Shipping
Returns
Quality
Thumbnail of user michaelr4174
1 review
1 helpful vote
December 29th, 2021
Verified purchase

Both animals arrived alive, but our ball python isnt doing very well. No heat amenities were offered to the animals. The scorpion is ok! However the ball python is ice cold. I have her on heat now and trying to rehabilitate but she's very cold. Disappointed and expect more care to be taken no matter the price of an animal. I'm giving 3 stars because at least she did not arrive dead. Less than desirable experience for my first ever online order. Usually purchase my reptiles at expos.

Tip for consumers:
Be wary of cold temperatures

Products used:
2 live animals

Service
Value
Shipping
Quality
Thumbnail of user hugor35
1 review
0 helpful votes
July 15th, 2020

Thank u so much animals look healthy and in good care packaging was done good im so happy my kids are so amazed by them the love dem and I was really impressed with the service I called and got all my questions answered im very pleased

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Thank you for sharing your experince with us Hugo! Yes, please call if you have any questions. We are thrilled to hear how excited your kids are.

Thumbnail of user isaiahm85
1 review
1 helpful vote
March 23rd, 2022

Got my chameleon on time and well the shipping team kept in touch while tracking my reptile the whole time and responded right away!

Thumbnail of user dond541
1 review
0 helpful votes
November 2nd, 2022
Verified purchase

My order including shipping did not reach 300
Which I did not notice that that was thier policy
They within 3 min to let me know about the min. I declined to up the order too 300, then they said they would refund my money minus 15 percent, what a scam the only thing the did was process the card which should be automated. On my receipt it does not say anything about a restock fee, so that scammed 21 dollars from me.

Tip for consumers:
They do not state refunds policy

Products used:
None

Service
Returns
Thumbnail of user brianm1352
1 review
18 helpful votes
May 24th, 2020

I've done business with Underground Reptiles for probably close to 8 years now. I've visited the store a number of times and have had some of my best pets in my collection purchased online and have never had any issues. It's a pretty busy store but the employees will still help you as much as they can and this goes for online as well. I just received an albino male bci yesterday. He's a gorgeous snake with a great temperament and no health issues. He's awesome!

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Hi Brian, thanks so much for your great review. So glad to hear you are enjoying your new snake. We look forward to serving you more in the future.

Thumbnail of user stephaniep439
1 review
0 helpful votes
May 27th, 2020

I order a blue tongue skink and it arrived in good condition packing was great my lil baby was in side packed good healthy looking great put in cage very alert thank you so much for my baby will order again from u all thanks

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Great picture Stephanie! We look forward to doing more business with you in the future :) Thank you very much

Thumbnail of user sarahm1485
1 review
24 helpful votes
August 5th, 2020

Veiled chameleon came looking fine and healthy but quickly declined in health and died within five days of arrival. We reached out to the company and they took forever to respond and when they did we had already purchased a healthy new veiled chameleon with a health guarantee. Underground reptiles replied back after the fact and offered reduced shipping and reduced price on a new one but no thank you. I like my pets to be healthy and alive... buyers beware!

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

They are approximate sizes and sometimes they could be a little bit smaller/ larger. We are so happy we earned your future business. Thank you for your order!

Thumbnail of user brentg158
1 review
0 helpful votes
August 25th, 2020

So happy with my order thank you guys so much will be doing business with you guys alot thank you so much

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

We look forward to it Brent! Thank you for your business!

Thumbnail of user rileyn20
2 reviews
0 helpful votes
August 12th, 2020

Came very fast overnight after shipped, very healthy baby iguana, will be using underground reptiles again!

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Riley, thank you so much for your order! We look forward to doing more business with you in the future.

Thumbnail of user leor82
1 review
7 helpful votes
December 27th, 2018

I ordered a blue tegu from the a male expecting you know a full blood blue tegu but in return it's a mix and I can tell by his red belly their only suppose to be black and white. So I ordered a 8 to 10 inch one ounce I got him put he was already 16 inches which I'm fine with but ounce a tegu gets to that size he starts not liking people, I contacted them several times the guy is super nice but the girl there constantly with the back talk like seriously here I am a customer who has a degree in herpetology for this kind of stuff will het talked back to by this cell phone assistant but if you don't mind the service or getting the wrong animal go right ahead to underground reptiles

Thumbnail of user jimmyh158
1 review
17 helpful votes
July 4th, 2020

Receive a female Emerald Swift through UPS overnight. She arrived in a state of what appeared to be false hibernation. Contacted the company, who responded right away via email. My swift unfortunately did not survive but, while she was received an email very day from Ryan B checking on her and asking questions to try and figure out what was going on. Things can happen in transit. Specially going from coast to coast. Received a new Swift today and she is doing great.

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

We are very sorry to hear about what happened Jimmy but are extremely happy we were able to make it right with you. We grealty appreciate your business.

Thumbnail of user blakea39
1 review
0 helpful votes
July 6th, 2020

As always underground reptiles did a great job packaging my reptiles to ensure they all arrived alive and healthy. If you are on the fence about using them just go ahead and place your order, you won't find anyone better who cares about the animals they sell.

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Blake, you are correct. The care and safety of our animals is what is most important to us. Thank you very much for your business. We look forward to future business with you.

Thumbnail of user kentrellt1
1 review
2 helpful votes
December 9th, 2022

Man I ordered two baby Asian water monitors from underground reptiles my first one I ordered back in August 2nd 2022 it passed away August 10th I just purchased another one for Black Friday this one just passed away 4 days ago come on man y'all need to do better people is spending they hard money for y'all to be sending out sick animals I'm going to keep writing them and let people know how bad y'all are I have a YouTube channel T&K reptiles go check the unboxing out

Thumbnail of user ryanr450
1 review
0 helpful votes
August 9th, 2020

Went in search of a turtle and ended up finding great deals and even some new additions to my hobby because of this site. Great prices and an absolutely quality turtle. Couldn't be more impressed.

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Yes, we offer alot of deals when we can and try to keep our prices as affordable as possible. Thank your for your order Ryan!

Thumbnail of user darrienm3
1 review
16 helpful votes
June 13th, 2020

I ordered 3 dart frogs on Friday, and they processed and shipped within a few hours, and arrived less than 24 hours later, on the other side of the country. I can't think of another company that ships animals faster. Apart from the shipping, the frogs are in great health, and were packaged wonderfully. There isn't another company out there that can pair this level of high quality animals with top notch customer support. I would highly recommend them for all your reptile and amphibian needs.

Thumbnail of user drewh80
UGR A. – Underground Reptiles Rep

Thank you for sharing your experience Darrien. So happy to hear how you order arrived. We can't wait to do more business with you.

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From the business

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.

Company Representative

Thumbnail of user drewh80
UGR A.
Customer Service
Typically does not respond to reviews

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