My Repti-Racks experience, buyer beware...

[Mike.P]

I wanted to take a minute to share my experience dealing with Repti-Racks with everyone. Let me preface by saying that I am very patient and understanding person, and not one to complain. But this has been absolutely ridiculous. I hope my story can be a potential warning, or at least food for thought, to those who consider spending a large amount of money with them.

Toward the end of December, I placed an order with them for five 48x24x12 cages, split in two, and a pedestal. Paid the entire amount upfront. I was quoted six to eight weeks for completion and shipping of my order. I waited until the end of February, by which point I had received nothing, and had not heard anything.

I called, and was told that he was a little backlogged. The materials for my cages would be in the next week, and it would take another week to build them and get them shipped out. Okay, fine... I understand that delays come up. No worries. However, I didn't get anything until three weeks later. At which point all that came in was the pedestal and one cage. Furthermore, the cage came with only one heat mat, when my order included two per cage. I emailed them regarding this, and the reply was "I wasn't thinking, lol, yes you have two per cage." Okay...

So then I got only one more cage, still with one heat mat, and March 30th got an email that the remaining three cages would get to me in a week. Oh and by the way, my supplier is out of heat mats, they're on back order from Scotland, but should be in next week.

I didn't get the remaining cages until almost the end of April (almost a month since our last communication,) and still without heat mats. I emailed him again regarding those, and was told sorry they're still on back order. I waited over a month with no updates. Finally fed up, I called the Bean Farm on May 2nd, and was told, lo and behold, that they have plenty of the heat mats in stock. So I emailed repti-racks. The response was, so sorry, they're on their way to you.

So here we are, in the second week of May. It's been over FIVE MONTHS now and I still don't have everything that I ordered. Which is absolutely ridiculous. If you decide to spend money with these guys, think twice, and consider other manufacturers first. I know I will after this. Oh and by the way, the top of one of the cages wasn't sealed right, and came off on two sides. At this point I wasn't even going to bother sending it back, so I just asked what sealer to use to fix it myself. It took two emails to even get that simple answer, and no offer to have it sent back for repair (no that I would have, but it's the principle) and no offer of any sort of recompense for this nightmare ordeal.

Thanks for listening to me rant. I am just beyond frustrated.

[travis11]

Wow that is ridiculous! I am going through the same crap with Boaphile right now, i have never been more aggravated in my entire life. You would think with people spending so much money on their products that they would consider outstanding customer service. But no, you get crappy customer service and poorly made products, due to the high demand of them. To top it all off you have to contact them to get info on the timeing of the order? I will never deal with certain people again. (Boaphile+Underground Reptiles)

[Denial]

For great customer service contact animal plastics or sentec

[Mike41793]

Thats why i only buy my racks from RBI. I emailed rich about it on a friday for picking it up at the expo on sunday. I figured since it was so last minute he'd say no. Nope, didnt even act like it was a big deal. Had the rack ready for me on sunday at the expo. I wish everyone had as good customer service at RBI.

[Rob]

X2 you can't beat RBI.

[Chris633]

You can never go wrong with RBI or Animal Plastics. I would never order those kinds of racks/cages from anyone else.

[reptileexperts]

Yep, I was VERY worried about that company when I contacted them and got unprofessional responces and poor estimates. . . I ordered a couple stacks from Jim over at PVCCages.com and have been extremely happy with the purchase. It was a LOT of work putting them together. But nothing came in busted, all the pieces fit, turn around was less than 3 weeks for 6 cages, and Jim answered my questions via email within 12-24 hours. Sorry to hear about Repti-racks though . . . But it's good that you've made this post to let people know what's going on.

[Mike.P]

Yeah, lesson duly learned... Never dealing with them again. But if this experience can at least keep some of the rest of you from going through it, then I feel better.

[Evenstar]

Yep, I was VERY worried about that company when I contacted them and got unprofessional responces and poor estimates. . . I ordered a couple stacks from Jim over at PVCCages.com and have been extremely happy with the purchase. It was a LOT of work putting them together. But nothing came in busted, all the pieces fit, turn around was less than 3 weeks for 6 cages, and Jim answered my questions via email within 12-24 hours. Sorry to hear about Repti-racks though . . . But it's good that you've made this post to let people know what's going on.

x2 with pvccages.com! And Animal Plastics and RBI. Those are the only 3 places I'll work with except maybe Freedom Breeder one day, lol...

And also thanks for letting us know too. That's why I'd posted my own negative experience with Boaphile a couple months ago. We need to be aware! So sorry you had to go through this!!

[AndrewGeibel]

For great customer service contact animal plastics or sentec

x2 for AP. Those guys have taken care of me very well.