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Business Profile

Reptiles

Custom Reptile Habitats

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 66 total complaints in the last 3 years.
  • 64 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:02/24/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 did not receive my items nor did I receive a refund for the items that I purchased. I never even received an email from them after the original invoice. There has been no contact from them and no way to contact them.

  • Initial Complaint

    Date:02/07/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 bought an Essential PVC and aluminum stand 48Lx24Wx30H in January 2024. The "terrarium back ground and a decoration rock were shipped / delivered, but the stand has not ever been shipped / delivered. "07-22-2024: I requested updates on production and delivery of the essential 4 PVC and aluminum stand, to which they claimed lack materials/ delay in the supply chain. The product was paid for in full and never delivered. The company now claims to be closed or out of business

  • Initial Complaint

    Date:01/23/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 bought a PVC snake enclosure for $511.35 on July 11, 2024. At that time, the website quoted 10 week turnaround from order to shipment. In September, I noticed that time frame had increased to 12 weeks on their website, so I emailed them and asked if this was impacting my order as well. They indicated that there were delays and my order should be shipping by December. On 11/11/2024 I emailed them to make sure the new timeline was still correct, they confirmed my order would ship in December, and may even ship before the end of the current month. That was my last interaction with them, their website changed to no longer accepting orders while they caught up on current orders. Then on 1/19/2025, after 7 unanswered emails, their websitd shut down, they are liquidating assets, their phone number has been disconnected and they have kept my money. I am battling this with my bank and their claims department, but I have been scammed.

  • Initial Complaint

    Date:01/21/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 a 6 by 2 by 3 tank and stand the same size that cost $3,295.79. I ordered it on September 15 2024 I have tried to email them and i got one email saying that it would be about 10 to 12 weeks on September 23 2024 then I waited till December 8th 2024 to email again. I have still been trying to get ahold of them, and I have not heard anything from anyone

  • Initial Complaint

    Date:01/21/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 husband and I initially placed an order for a 6 foot enclosure on June 24, 2024 and were told it would take 8-10 weeks to arrive. On September 16, 2024 (12 weeks after our order was placed), we followed up and were told it would now be the end of November until our item arrived. On December 10th, there was still zero communication from Custom Reptile Habitats and we had not received our enclosure, so I requested a refund. I had to email them multiple times and even resorted to messaging them on Instagram. Instagram notified me that they read my message, but they did not respond until much later. Finally, someone emailed me back on December 16th and said a refund would be issued. It is now January 17th, an entire month later and we still do not have our money back, nor has anyone from the company reached out to update us on the status of our refund. I have emailed and messaged the company via Instagram time and time again, and there is radio silence from their end. Again, I can see that they have viewed my Instagram messages and deliberately chose not to respond. I can only assume the same for my emails. This has been a ridiculous process that has been ongoing for over half a year now, when the initial order was supposed to only take 8-10 weeks. I want to reiterate that not once has Custom Reptile Habitats reached out to me directly in this time to apologize for the delay. I only get a response after I email or message them 3-4 times.

  • Initial Complaint

    Date:01/16/2025

    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.
    Sept 12th 2024 I ordered from Custom Reptile Habitats.
    I spent $529.90 on an enclosure.
    I received no product and have received no updates about when a product would be shipped.
    I have reached out to them with no response and they have shut down their website.

  • Initial Complaint

    Date:01/16/2025

    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.
    I have ordered a reptile enclosure from Custom Reptile Habitats on February 2, 2024. The advertised estimated wait time was about 3 months. I have not yet received my enclosure. I wrote the company June 28th, August 3rd, October 4th, November 16th and received timely replies. On October 4th, the company offered a full refund due to the amount of time I had been waiting. I really would have preferred to have this enclosure and decided to wait. I wrote again on January 11th, 2025 and didn’t receive a response. I checked and their website was down. **** ******* also owns ******* *******, which sells the same reptile enclosures as his other company, Custom Reptile Habitats. As of this writing, both websites are down. I tried to call Custom Reptile Habitats and both phone numbers for the company are not in service (*** *** ***** *** *** *****. I emailed again on 1/13 and 1/15. and contacted them via their Instagram account. I have not yet received a response.

    I tried to email ******* *******, *********************** but emails bounce back as undeliverable. Their phone number (*** *** ****) though is working but all my calls go to voicemail. I left a message at ******* ******* in the hope they can forward my request to ****. I also contacted them via Instagram. As of this writing I didn’t receive a response.

    I worry they are out of business or are about to go out of business. I wish I was getting this enclosure but at this point I feel I have no choice but ask for the full refund they offered.

    ****

  • Initial Complaint

    Date:01/15/2025

    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.
    Complaint of Custom Reptile Habitats
    **** ****** ***** ****** **
    Original order for a reptile enclosure on 7-26-24. Paid entire amount up front. Was told 8-12 weeks. Emailed business on 10-25-24 asking for an update, was told it was delayed until late Dec/early Jan. Am unable to get ahold of business to ask for another update. Website down, phone number no longer in service. My order now shows under the Shop app as “cancelled” but I never cancelled it and I cannot find a date it was cancelled. No refund has been issued.

  • Initial Complaint

    Date:01/14/2025

    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.
    I purchased a custom enclosure on 7/18/24 for $489.95 and they repeatedly pushed back when it would be completed. I would ask for updates frequently, but once December arrived I asked for a cancellation and a refund. They have also not responded to any of my requests for an update or a refund since December.

    I have filed a dispute with my bank, but since it was so long ago I doubt I will get the money back. and I have also filed a complaint with the Ohio Attorney General.

  • Initial Complaint

    Date:01/13/2025

    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.
    I’ve contacted them back in May 24’ and at first was told my tank would be ready in June 24’ but it only kept getting “delayed” for supply chain issues from then on. My most recent email interaction I was told my tank would like be shipped out towards the end of December and since the new year I’ve heard no communication since, no email reply’s, no returned phone calls after I left voicemail. The avg ship time listed on the website was “avg 10weeks” from order date. We’re going on 10 months!

Custom Reptile Habitats is NOT a BBB Accredited Business.

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