ComplaintsforNew England Reptile Distributors, Inc.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased 4 $100 dollar Amazon milk frogs and was never told about their absence of live animal guarantee, and never had to sign any forms such makes this purchase fraudulent . I went back the next day to buy another Amazon milk frog and was notified at checkout that if anything happened to the frog they could not replace or refund. I never would have bought the first four frogs If I was informed about this. When we brought the frogs home we could not get them to eat despite having better living conditions than the pet store. Within 3 days 2 of the frogs passed away. We went to the shop to speak to the manager and left extremely disappointed and angry. The manager couldn’t even muster up enough energy to give us a decent attitude considering the fact she scammed for $200 dollars. She very rudely stated that there is nothing she can do, and anything that happens to the frogs after purchase is our fault. I asked the manager if she sold the frogs knowing they were not eating, and she completely avoided the question and ended the conversation. The only resolution she could give us was %15 percent off of one frog. When we picked out our new frog we noticed 4 dead frogs inside of the tank. By the time we got home from the pet store 2 more frogs where dead. I’m now out $485 dollars, soon to he $685.

  Business response

  08/31/2023

  The customer was aware of the live animal agreement as shown on the two forms ***** filled out in store as well as online where he made his initial order. We do not guarantee amphibians due to their sensitive nature. We do not even know how ***** has these little guys set up. We were very considerate to this situation and gave him a reduced price on the frogs after hearing his situation. They have been thriving in our pet store very well and have not had any dead ones in our tanks, otherwise we would not have been selling them. We have had dozens of other people who have purchased them with no issues, deaths, or complaints. We would love to help ***** by getting a better idea of how he has set them up. There are many variables that go into caring properly for an amphibian, especially ones so small. We never even asked for proof that the frogs had passed as we tried to sympathize with him. At this point, we feel we have gone above and beyond and are starting to winder if we are the ones being scammed...poor frogs... Thank you for your time. We hope to hear from you soon. Let us know if you need any additional information.

  Customer response

  09/01/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I BOUGHT A 2023 SUPER PHANTOM RETICULATED PYTHON FROM NERD REPTILES. I PAID MY FIRST INVOICE OF $650 ON MAY 13TH, 2023. I PAID MY SECOND INVOICE OF $200 ON JUNE 1ST, 2023. I PAID MY LAST INVOICE OF $475 ON JUNE 14TH, 2023. THE ANIMAL WAS SHIPPED OUT ON JUNE 14TH, 2023 & I PICKED HIM UP FROM FEDEX THE MORNING OF JUNE 15TH, 2023. I OPENED UP THE BAG & NOTICED A SEVERELY DISCOLORED SCALE ON THE TOP OF HIS HEAD. I AM NOT CERTAIN WHAT IT IS, BUT I THINK IT IS SCALE ROT & I WILL BE TAKING HIM TO THE VET & I WILL COMMENT BACK WITH THE DIAGNOSIS. I CONTACTED NERD REPTILES TO RESOLVE THE ISSUE ON JUNE 15TH (THE DAY I PICKED HIM UP). I ONLY RECEIVED A RESPONSE AFTER TWO MORE EMAILS WHERE I SAID I WOULD BE GOING TO THE BBB TO FILE A COMPLAINT. THEIR RESPONSE WAS THAT IT'S "NORMAL" TO LOSE SCALES ON THE TOP OF THEIR HEADS & THAT "YOUR SNAKE DOES NOT HAVE SCALE ROT". THIS BUSINESS HAD AN OBLIGATION TO INFORM ME UP FRONT THAT THE SNAKE HAD A HEALTH ISSUE GOING ON AFTER PAYING OUT $1350 TO THEM. THE FACT THAT I WAS NOT TOLD UP FRONT, THE FACT THAT I HAD TO CONTACT THEM ABOUT IT, THE FACT THAT I DIDN'T RECEIVE A EMAIL RESPONSE FROM THEM UNTIL I INFORMED THEM ABOUT THE BBB COMPLAINT - MAKES THIS SKETCHY. I EXPECTED A HEALTHY ANIMAL. AGAIN, I WILL BE TAKING THIS SNAKE TO THE VET NEXT WEEK & I WILL COMMENT BACK WITH A DIAGNOSIS. I DEMAND THAT THE BUSINESS DO THE RIGHT THING.

  Business response

  06/20/2023

  We will contact the customer to figure out any problems

  Customer response

  06/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

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