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Business Profile

Reptiles

Underground Reptile Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Reptiles.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two rare frogs from the supplier based in ********I live in ******** and told the representative that I was concerned about a cold front that was here and was going to get worse this week. The frogs came on Friday. I was actually there at the time of the delivery which was midday. I took the package directly from the courier. I immediately opened the package and one frog was dead. I I immediately called the company, and was told to fill out a form with photos of the deceased frog and that there would be no problems. I never heard back and ended up calling today on Tuesday. They lied. I supposedly spoke to the owner and was given a complete blow off. All that was offered to me was a discount on a future order. He said that I had wanted the frog sent which I did . I was so concerned about the weather here. This was a waste even as a frog a life. I was offered not even replacement. Now, of course, Im going to have to contact *******I just want this in the Better Business Bureau files so that one day itll be one complain too many, and this company will be shut down.

  • Initial Complaint

    Date:01/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2 snake I have bought from them have died in about 3 weeks. The first one was a baby ball python that I received on the 4th. When I got it I noticed it was already on the skinny side. I gave it a few days and it refused to eat. I tried to feed frozen thawed, live, and pre killed rats and mice but it refused and died in a little under 3 weeks when they are known to be able to go several months without anything so this snake was already not eating and dying when sent to me. The only offered to sell me another at a small discount. Next I received a corn snake on the 10th of December and it passed Jan 1st. It seemed to be doing fine and ate twice but then turned lethargic and died overnight. I double and triple checked the heat and humidity but they were all correct. All of my other reptiles that have received from different seller are all completely healthy including my other ball pythons and corn snakes. When I messaged about the corn snake passing they asked to see my enclosure which I sent photo of and haven't received a response. I just want the company to make this right by giving me my money back as I do not want to buy any other pets from them.

  • Initial Complaint

    Date:11/29/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They refuse to refund me even though the out of 4 turtles I ordered i only got 3 and they were all dead on arrival. Their 2 hour window to let them know is a breach of federal law. More specifically **** act warranty of merchandability. Although that is true I did let them know of the issue. I guess the email I originally sent was too big of a file so I sent again minutes after the 2 hour window. Still refused to give me a refund. I even sent them pics of the Pic Metadata which proves I took notice well before the 2 hours. That's when they didn't respond. I will be filing a *** form on them if my money isn't back in my account and I will include the bad experience others have had. ****** AI is very informed about the topic as I just read, it seems like a organized trafficking organization profiting off abuse of animals and customer rights and so I will make sure the feds are involved if I have to go ahead and tell my bank to do a chargeback

  • Initial Complaint

    Date:04/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So my wife got me a **************** boa about 2 month ago. They stated that they eating and thriving and no he not he hasnt ate for a month wrote them on ******** called and never get answer and then went on there live and they just said buy anole from them that would 70 to get one. April 2 I wrote again and told them why not getting response. They said is captive bred but kind of hard to believe they probably field collected a pregenant one from wild. But still this snake most like will perish and trying to figure anything I can do because I do love the snake. But they not getting a hold of me at all

  • Initial Complaint

    Date:02/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Friday Feb. 2nd I placed an order for a live frog to be sent by overnight live animal delivery. I received a confirmation email but no tracking information. Upon trying to contact customer service I find the phone number is sent immediately to voicemail, even on days when they are supposed to be open. Using their website, I am only directed back to this phone number for issues with orders, etc. I did not look at reviews beforehand, which is my fault, but did so after running into the aforementioned issues. The reviews are almost entirely negative, saying that many were sent empty boxes, boxes with dead or injured animals, or simply ripped off completely and sent nothing. At this point I do want the frog I paid for, but I am very suspicious of it arriving dead/injured, even if the company sends it. I think the best course of action is to receive a refund. I would attempt this through their websites customer service portals, but again, they only lead back to the phone number which is always sent straight to a voicemail to which you cannot leave a message.

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Emaciated lizard sent to me from company. It was malnourished and dehydrated. It never ate and died with in 6 days. Contacted company and they did nothing for me.

  • Initial Complaint

    Date:05/09/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May 4th 23 I order two toad faced agamas and two sheild tail agamas for a total of $951.00** they didn't have any way of paying besides PayPal friends and family which I found weird but understand small businesses growing pains. After the day of payment I was called by the "shipping"company asking me for money to ship the animals safely same thing friends and family paypal I feel this company is scamming people. I do not believe this is a real company. I am not going to pay more money to another company not using a business account. It's absolute garbage that I'm supposedly on the hook for shipping cost never detailed in our arrangement

  • Initial Complaint

    Date:03/22/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a red eye crocodile skink from Underground Reptiles, Order #******, on 03/05/2023. The red eye crocodile skink was delivered, 03/08/23. He was not acting normal but we thought he just needed to get acclimated to his new enclosure. After a couple of days of the reptile not behaving appropriately, we sent Underground Reptiles a message on 3/13/23 along with pictures as requested. We were concerned because he had not even drank water, only ate one cricket 3/9/23. They told me to ensure the enclosure was at 80 degrees on the warm side of the enclosure and humidity was between the ***** percent. That's what we had the enclosure at most of the time. The red eye crocodile skink never acted right after days of having him. Today, 3/22/23 the red eye crocodile passed away and we immediately reported to them. They only said sorry, and that they would offer a discount on another one. That's not sufficient. They sold a sickly red eye skink to us and are only offering a discount on another purchase. I would not buy another animal from them. This is heartbreaking. We request a full refund of what I paid, $203.73.

  • Initial Complaint

    Date:12/27/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My turtle arrived dead today. I placed the order on December 21. I called and told them my turtle arrived dead, they told me I shouldve planned better. They shipped with NO GUARANTEE of LIVE ARRIVAL!!! Im furious because I paid $45 for shipping alone! They were very nonchalant telling me to pay another $45 for shipping and theyll give me the turtle free.At this point I dont know if the turtle was alive or dead when they shipped it. So devastated because this was my sons Christmas gift. Theres no refund. How can you ship an animal knowing itll arrive DEAD?

  • Initial Complaint

    Date:12/27/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Apologize for this. This was a gift for my son at christmas

Underground Reptile Inc. is NOT a BBB Accredited Business.

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