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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.
  • 62 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:12/04/2024

    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.
    in july i payed them for a custom enclosure. in september they said it was delayed for months and they dont know when they will have materials again. in october i cancelled the order with them and they said they would have to wait an unkown amount of time to give me the refund. now they won't answer my emails anymore. im out over 500 dollars and havent been able to get my reptile an enclosure all these months.

  • Initial Complaint

    Date:12/03/2024

    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.
    I placed an order in April 2024 for a $675 enclosure, after being told several times that there was delays for months I requested to cancel the order on September 25th 2024. I was told that the refund would post within 10 days but it could take a little longer, so I waited. It has now been over two months with no refund and the company has stopped responding to my emails when I attempt to contact them. They have not followed through with anything they stated and have, so far, taken my money and are refusing to return it. All I'm looking for is the refund they owe me.

  • Initial Complaint

    Date:12/03/2024

    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.
    We placed an order for a pet enclosure on July 5, 2024 for a total of $285.29. It was never shipped to us. The company answered a few of our emails and said it was backordered. We cancelled our order on Sept 13, 2024 and requested a refund. We have yet to receive a refund and the company no longer responds to emails and does not answer the phone.

  • Initial Complaint

    Date:12/03/2024

    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.
    I unfortunately placed an order with this place on September 11 spent a little over 2,000 and waited forever for it to ship until I got sick of waiting and canceled in November. 10 business days for a refund I was told! Way past the 10 day mark!! No response from them whatsoever! I want my refund!

  • Initial Complaint

    Date:11/26/2024

    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.
    On april 1st 2024 I authorized payment to this business for the complete ball python enclosue kit. At that time the estimated delivery was 8 weeks. When it got outside that window I contacted them for an update on July 7th and was told on July 11th there would be delays and I was offered a full refund if I chose to cancel. I waited until August 25th to request cancellation which was granted on the 26th. At that time I was told it would take 10 business days to receive my refund. I have yet to receive it. I contacted them on September 30th and was then told there would be delays with no promise of when it would be resolved. I contacted them on November 18th and have yet to receive a response. I feel that I have given them more time than is resonable to issue a refund and I would like this resolved.

  • Initial Complaint

    Date:11/25/2024

    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.
    Original order placed on 6/11/24. Website warned of a 8 week manufacturing delay. Multiple emails saying it is in progress over the next 4 months. Finally canceled the order on 11/4/24. No funds transferred back at of 11/22/24. I suspect this is a fraudulent company.

    Customer Answer

    Date: 12/01/2024

    I received an email from the company on 11/26 that they are running behind on refunds. I suspect this company is fraudulent and not acting in good faith. I asked for a refund again and if none granted by 12/6 the plan to proceed with small claims action since it will be 6 months from the original date of the order. This company is needs to be reported. Thanks. Dave

  • Initial Complaint

    Date:11/22/2024

    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.
    8/28/24 - Via the Custom Reptile Habitat website, I ordered: (1.) ZZ - Sliding Acrylic Door Security Upgrade - For Evolution 4 PVC Enclosure 2.0 × 1 $30.00, (2.) Complete Ball Python Kits × 1 Complete Kit with Evolution 4 Enclosure $789.95, (3.) Shipping $220.10. Total = $1,040.05 USD. Their delivery estimate was around 8 weeks. Order #*****.
    10/14/24 - I emailed ****************************** asking if they give refunds. I was going to need a reptile enclosure sooner than expected.
    10/15/24 - I received an email from ****************************** which said that my order was delayed a few weeks and yes, they give refunds. I wrote back the same day asking for a refund. They wrote back the same day (10/15/24) confirming a refund: "Generally, we issue refunds within 10 business days on average from the date of cancellation, but it can sometimes be a bit longer."
    11/3/24 and 11/5/24 - I emailed ****************************** to say I hadn't received my refund. I also left them a voicemail 11/5/24.
    11/6/24 - I received an email: "As you may know we have had several lengthy delays this year and as we do allow for cancellations, where many of our competitors do not, we are working to process a higher than usual number of refunds which has unfortunately resulted in longer than usual processing times. We sincerely apologize for any inconvenience this may cause and are working to resolve the delay on your refund as soon as possible. We due [sic] process refunds on a first come first serve basis and are working through the queue as quickly as we can. We are a smaller company and are only able to issue a limited number of refunds during our week. Please know we are working through orders as quickly as we can and will have yours finished as soon as possible. Once that has finished you will receive an email notification, please allow for some additional time from your bank if needed." I wrote back asking where I am in the queue. They never replied.

  • Initial Complaint

    Date:11/19/2024

    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.
    I ordered a Reptile enclosure on April 2, 2024 (Order #10048). I understood there was a 10-12week lead time. I waited as long as I could and decided I needed to cancel the order to obtain an enclosure elsewhere as there was never a reasonable timeline presented and the enclosure was needed for the health of my animal. I contacted Custom Reptile Habitats on October 9, 2024 and was given a confirmation of cancelation on October 10, 2024. I was told 10 business days for a refund ("typically"). It has now been 28 business days, over a month and nothing. I have attempted to communicate multiple times with no response, including yesterday, November 18, 2024 when I informed CRH that I would be processing a complaint here if I received no response. I would like my refund and to move on from this 7 month ordeal.

  • Initial Complaint

    Date:11/12/2024

    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.
    I ordered this snake cage as gift for my wife at the beginning of may of this year, after months of not hearing anything even after countless emails and phone calls asking where my order was I said screw it and I sent a final email saying I want a refund, after about 2 or 3 weeks they said they cancelled it and they will issue a refund whenever they have time it’s been a month and a half since that last email and no one will return my calls or emails anymore I’m starting to think I got scammed out of 1200 dollars which really sucks because I read alot of good reviews about this place I’m not sure how you guys can help but a lot of people said to bring the issue here

  • Initial Complaint

    Date:10/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 a nearly $500 order on April 5th 2024. After the 8 week mark and no shipping notice, I reached out and was told they were having issues with supplies, so it would be delayed. I sent follow up emails once a month until October, when I finally decided I was tired of waiting for a product I clearly wasn’t going to receive for yet another 6 months. I requested a cancellation on October 9th and 15 minutes later, they emailed back saying it was cancelled and they would send a refund in up to 10 days but possibly longer. Today is day #12 and I have no refund and no update from the company.

    Overall, they’re unprofessional. But my snake and I get to suffer the consequences of their actions unfortunately, so I’m still out $500 with no delivery of the product I ordered half a year ago.

    Yea sorry but “November or so” just won’t work for me. Send the order or give me my money back.

    Business Response

    Date: 11/01/2024

    We are sorry for the delay in manufacturing your order, and in turn, processing your refund. We do however disagree with some of these dates and your claim about taking your money as you disputed your payment and it left our account 20 days ago (on October 11th).
    Again, sorry that we could not help you at this time.
    Sincerely,
    Custom Reptile Habitats

    Customer Answer

    Date: 11/01/2024



    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. This might be satisfactory in that I finally got notice of a refund but I still don’t appreciate the passive aggressive attitude that came in response from this company. I received a partial refund on October 24th and have yet to receive the rest of it because for some reason it needed to come by check in the mail? Thanks for giving me my refund (still late) but just know that a successful business that relies on customers to stay open knows that a response of “November or so” is not appropriate when discussing delivery of a product. Stop false advertising and selling products that you don’t have in stock if you don’t want people to be upset and cancel their orders. I guess I learned my lesson in that I shouldn’t buy things from Ohio. Thanks.



    Sincerely,



    *** ******

Custom Reptile Habitats is NOT a BBB Accredited Business.

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