BBB Business Review

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This business is not BBB accredited.

Backwater Reptiles, LLC

Fax: (512) 646-3194 4235 Pacific St., Rocklin, CA 95677

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Backwater Reptiles offers live reptiles for sale, including snakes, lizards, turtles, tortoises, frogs, toads, newts, salamanders, and a wide array of feeder insects and rodents. We ship nationwide to your doorstep and we guarantee live arrival!

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Backwater Reptiles, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 28 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

28 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 0
Delivery Issues 3
Guarantee/Warranty Issues 2
Problems with Product/Service 19
Total Closed Complaints 28

Additional Complaint Information

Complainants generally allege that the animals purchased from the company's website arrive in poor health, dead, or die within a few days upon arrival. Consumers also indicate that the company is unwilling to provide a full refund or replacement without shipping fees. In some cases, complainants state that the company's response to their concerns is aggressive.

The company generally responds by indicating that customers must explicitly click “Yes I agree to the live arrival guarantee terms” when placing orders, and that the guarantee provides the option of a replacement (with the customer responsible for shipping fees), or a refund less overnight shipping fees. The company generally is willing to provide partial refunds or replace the DOA purchase, excluding shipping costs.

Customer Reviews Summary Read customer reviews

209 Customer Reviews on Backwater Reptiles, LLC
Customer Experience Total Customer Reviews
Positive Experience 190
Neutral Experience 2
Negative Experience 17
Total Customer Reviews 209

Additional Information

BBB file opened: February 29, 2012 Business started: 08/04/2011 in CA Business started locally: 08/04/2011 Business incorporated 11/08/2011 in CA
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Sam Sundberg, Owner
Contact Information
Principal: Mr. Sam Sundberg, Owner
Business Category

Pet Shops Online Retailer

Products & Services

We offer live reptiles and amphibians for sale, including snakes, lizards, turtles, tortoises, frogs, toads, newts, and salamanders.

Industry Tips
How to Spot a Fake Online Business Shopping Online, By Catalog, Mail, or Telephone

Customer Review Rating plus BBB Rating Summary

Backwater Reptiles, LLC has received 4.89 out of 5 stars based on 209 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.