Equipment Review and Discussion :: ReptileDirect.com ???

[Cayte923]

Heya,
Has anyone ever ordered from ReptileDirect.com? Anyone ever had any problems? I ordered a few things a week or so ago and received my package relatively fast but it was missing an item. My corner basking platform! I've called them twice and left messages on their shotty answering machine and emailed and have gotten no response. Booooooooooo! Not only do I want my platform but I already paid for it! Thanks for listening to me rant hehehe!

Thoughts, comments, anything anybody???

[adam85491]

That site has good prices, and even responded to my email when I asked if I could order by phone. I haven't actually gotten anything from there, but they say they take messages as they don't pay people to sit at the phone all day.

[Starchick]

I just ordered with them last week, and also ran into a snafu. They sent me the flourescent tube of the reptisun 5.0 instead of the compact flourescent. I ordered Sunday, the package came Tuesday, I left my first message Tuesday night, didn't get an answer Wednesday, left another message Thursday morning, they called me back about an hour later and fedexed the correct bulb Friday morning. They put out a call tag for the other bulb, and I left it outside my door, but the fedex guy didn't take it, even though he set the new box right next to it. So I called them back and left a few messages to try to arrange to get it back to them, and I've not heard back. I guess at this point all these shipping charges probably cost them more than the bulb, and they may not bother. So long as they don't charge me for it that doesn't bother me. Honestly, I understand how they made the mistake in packing, both products are called Reptisun 5.0, and they managed to make the exchange within a day of making contact, but I agree that having to leave a message and wait for them to get back to you is a hassle, and the fedex error just sort of compounded the feeling of problems. Even so, I can't overlook how inexpensive their prices are compared to most other sites. I'd keep on calling. If all else fails...my statement shows the purchase as being from 'Wheatfield Pet Supply 716-695-0412' That's a different number from the ones on the website, maybe you'd get through to a real person?

[Cayte923]

StarChick-thanks for the info. I will try that number if I don't hear from them today. What really got me was the packaging that my order came in: It was definately big enough to put the platform in but looked really damaged. It looked like a display box, the kind where the bottom comes out to display an item in a store but then taped back together to ship. Weird.

[Cayte923]

So for anybody who cares....

I finally got in touch with Jim, admin for ReptileDirect. He was very nice and apologized for the problem and also offered me another basking platform as substitution, since the one I wanted was out of stock. I figured out another platform (a la slate) so he offered to send anything I wanted as long as I didn't go over the original price I paid. They don't seem like a large operation, which is fine, I like supporting small vendors. But it did worry me that I fell through the cracks.

Happy hunting guys!