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Business Profile

Reptiles

Custom Reptile Habitats

This business is NOT BBB Accredited.

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This business has 3 alerts

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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: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.
    On July 27, 2024 I ordered a 4X2X2 from CustomReptileHabitats.com. I paid $558 for this enclosure. I was told the wait time is 8-10 weeks. On October 7, 2024 I sent an email asking for an update on delivery and was sent an email with a tone stating the delay was due to manufacturers and my enclosure would be finished some time "into December". December 25, 2024 I sent yet another email asking for an update with no response. I emailed again on January 10, 2025 with no response. I have attempted to contact the company but the phone is out of service and now the website states it's "currently unavailable due to maintenance". I will be asking for a refund and cancelling my order with this company. The lack of professionalism and lack of communication is disgusting for the amount of money I put down for a product. I hope this company gets shut down and everyone is able to get a refund from this scam company!

  • 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.
    Only received half of my order #**** they stopped replying to their emails and the phone numbers no longer working paid $249.95 for a topper I haven't received paid $801.35 total for the complete order again only received half my order other half of my order #**** was a 4x2x2 foot cage which was received as the first half of my order.

  • Initial Complaint

    Date:01/10/2025

    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 ordered a custom reptile enclosure on February 10, 2024 at $419.19. I have had continuous contact either via phone or email for the last 10 months. I have repeatedly been told that my enclosure was close to being completed and would ship soon. Around the first of December 2024 I logged onto their website with another attempt to contact them. Their website was shut down and just displayed a message saying that they were no longer taking orders and we’re trying to catch up on back orders. I completed the contact us form requesting a status, twice in one week and never got a response. I tried to call again and phones were out of service. I logged back into their website to try to contact again, and their website is no longer there. I would like to know how to get my $419.19 back.

  • Initial Complaint

    Date:01/09/2025

    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.
    This business has a pattern of complaints concerning delivery, communication and refund issues. I was notified when ordering that the lead time to receive the products is 8 to 10 weeks. After waiting 8-10 weeks, the business advised me it would still be a few weeks due to delays. The website doesn’t have a clearly disclosed timeframe for delays. I emailed them twice in the last couple of weeks and have not heard back. I would like a refund please.

  • Initial Complaint

    Date:01/06/2025

    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.
    Placed an order back on 6/4/24 for over $1,800 (tank, hook, stand, upgrades,etc). I still have not received any items and after several communications in the past telling me delays after delays I still have not received anything nor can I get a response from anyone with the company the past couple of months.

  • Initial Complaint

    Date:01/06/2025

    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 ordered a 4'x2'2' enclosure from Custom Reptile Habitats on Sep 17, 2024 and it was supposed to arrive in late December, however I noticed in November that they had changed their website so you couldn't order anymore and could only submit tickets due to the bask order they've collected. I tried contacting them on multiple occasions but after multiple unanswered tickets, and multiple unanswer phone call I've still not heard a word from the company and still don't have my product

  • Initial Complaint

    Date:01/02/2025

    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.
    On April 26, 2024 I paid 329.95 for a PVC reptile enclosure plus 68.02 for Fed Ex Shipping. The business said 8-12 week lead time and I have still have not received product as of January 2, 2025.. I received emails saying the product would be delivered by a specific date “or so.” Now the telephone line is disconnected, email correspondence has stopped. I feel I have been scammed.

  • Initial Complaint

    Date:01/02/2025

    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 ordered a reptile enclosure on March 19th of 2024. It never arrived. After countless emails, calls, and messages left on their voicemail, I never received the enclosure. I proceeded to cancel the order and ask for a refund on 11:21/24 after the delivery date kept getting pushed back. I was told it would be processed soon I have yet to receive the refund. Now the company will not answer their phone, return phone calls, or return emails. I have no other choice than to file this complaint. They now seem to go by maximum reptile but continue to not communicate with me regarding the refund. I just want my money back and to move forward to getting new enclosures elsewhere.

  • Initial Complaint

    Date:01/02/2025

    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 ordered a product from this company on July 8th 2024 for 400$. they said the lead time was 10-12 weeks. It is now December 31 2024 and I have no product and the company will not respond to any attempts at contact. I just want to get my refund that they arleady said would be granted weeks ago yet I have received nothing.

  • Initial Complaint

    Date:01/02/2025

    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 placed my order on April 7th, 2024. I bought three custom PVC tanks, the total being $1,354.35 and was given a wait time of 8-10 weeks. My order number was #10089. After 10 weeks, I contacted the company on 6/21/24 and was told it would be a little longer due to delays. I stayed in contact with them for months, and was offered a full refund. I understood the delays at first but I simply could not let my reptiles wait a whole year. I decided I could not wait any longer for my reptile’s sake and decided to cancel the order on 10/11/2024. I was told a refund would be issued in 10 days give or take. When following up, I was again told there would be delays. I began to research online and found countless accounts of the same instance, and when I attempted to reach out once again, I received no response and still no response.

Custom Reptile Habitats is NOT a BBB Accredited Business.

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