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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:10/21/2024

    Type:Product Issues
    Status:
    Answered
    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 on or around the 13th of July and was told that the anticipated delivery date was within ten weeks. After eleven weeks, having received neither the product ordered nor an update regarding the same, I reached out to the seller for an update. At that time, I was notified that they were experiencing delays and that delivery was now anticipated to occur by the end of December or later.

    After some discussion about this extended delay, the seller agreed to cancel the order and issue a full refund. On the 4th day of October, the order was canceled and the seller stated that the refund should be issued within ten business days. On the 18th of October, the seller sent another email stating that they are experiencing delays in processing refunds. They did not provide an updated estimate as to when my refund would be issued.

    Business Response

    Date: 11/06/2024

    Hello, 

    Prior to filing this complaint you had already filed a dispute with Affirm and they have had the payment for weeks now and so you should see that from them fairly soon.

    "Affirm has reviewed the evidence provided in connection with this dispute and has determined that the customer is not responsible for the disputed amount shown above.
    Affirm will retain the amount that was withheld when we first opened the dispute and will refund the customer.
    Visit our Business Resource Hub to learn more or reach out to your designated Affirm representative with questions.
    Thank you,
    The Affirm team"

    Sorry that we could not help you at this time. 

    Sincerely, 

    Custom Reptile Habitats

  • Initial Complaint

    Date:10/17/2024

    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 was initially excited to get a new larger habitat for my bearded dragon, but this company has given me nothing but frustration and disappointment. I initially ordered a habitat and accessories March 3rd 2024 as a birthday present for myself and Sydney, my bearded dragon. I was aware that there would be a bit of a wait time and monitored their customer service page with the current wait times and expected shipping times. The time I ordered my tank came and went and when I contacted them about when my order should be coming they did not give me an expected ship time. I cancelled my order as at this point it had been over 5 months and my bearded dragon was getting cramped in his original tank. I was told that it would take about 10 business days to receive my refund. That was on 8/6/24. I have not received any further information about when my refund will be processed despite emailing, calling, and leaving messages with the number and email listed on their site.

  • Initial Complaint

    Date:10/14/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Canceled order on September 12, 2024 and was told 10 business days or maybe a little more to send refund. It's now been over a month and still no refund. Gave me an excuse about how they have so many cancellations and are only allowed to do so many refunds per week.

    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 15 days ago (on October 14th).
    Again, sorry that we could not help you at this time.
    Sincerely,
    Custom Reptile Habitats

  • Initial Complaint

    Date:10/02/2024

    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.
    Purchased a set of reptile enclosures January 13 2024, had to reach out multiple times about the shipping information and my order kept getting delayed with no information. They finally offered to cancel my order with a full refund available within 10 business days. I cancelled the order on July 22nd after being told they had no estimates for possible ship dates. It is now October 1st and I still do not have my refund despite having reached out multiple times and every time they tell me they are processing it.

  • Initial Complaint

    Date:09/30/2024

    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.
    March 7th I placed an order for a stacking spacer for my previously ordered enclosures. Initially, and to this day, the website reports a turn over of about 10 weeks. So by summer I was growing concerned and reached out. I got a very flowery, cookie cutter feeling email saying they were so sorry, materials have been delayed, we appreciate you and we're still the fastest. I continued emailing but when it become clear they were way beyond behind schedule and could not give me any sort of estimated completion time I opted for a refund. The customer service agent reassured me this was an option and I would get a full refund. This cancelation was completed August 7th. The cancelation email stated my refund had not yet been issued. No time frame given.

    I waited a couple weeks and grew more concerned. I emailed again asking if I needed to do more and was told it takes 10 business days. It's now been 20 business days and customer service has not responded to my most recent follow up issues.

  • Initial Complaint

    Date:09/30/2024

    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 purchased a reptile enclosure through Custom Reptile Habitats in the amount of $555.86 on February 26, 2024. We contacted them multiple times about the status of our order and when we would receive the reptile habitats. They repeatedly told us it was going to ship but they were waiting on a material. We cancelled the order on September 6, 2024 and were told a refund would be issued in 7-10 business days. It is September 30, 2024 and our credit card has not been credited. We have contacted the business multiple times asking where the refund is and have been told they have multiple refunds to issue and they would issue them in the order they received them. We have been waiting since February for a product and now are waiting on a credit for a product we did not receive.

  • Initial Complaint

    Date:09/26/2024

    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 February 27, 2024, I purchased a background for my reptile enclosure for $379.13. The product was marked as in stock. After not receiving the product or a notice of shipment, I followed up and was told the item was in back order. I continued to follow up over the following 4 months and was given vague updates. Finally, I decided to cancel my order on August 1 and was promised a refund. It is now September 26, no refund has been processed, and the company has stopped responding to me. I am seeking a refund of $379.13 since no product was ever sent to me and the company has been holding my money for 7 months. I have included all relevant email communication as supporting documentation.

  • Initial Complaint

    Date:09/23/2024

    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.
    I purchased an enclosure on 8/25/2024 for $586.51 from Custom Reptile Habitats. I cancelled the order the same day. Upon reaching out to the business, I was informed that I would receive my refund in 7-10 business days. On the 10th business day, I reached out again and was informed that they were backlogged due to Labor Day and I allowed more time for them to process it. Since then, I haven't been able to receive my refund or been able to contact anyone by phone or email. I have left multiple messages with nothing returned aside from a generic stock email stating that they were behind.

  • Initial Complaint

    Date:09/23/2024

    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.
    I purchased a custom terrarium backing and faux log on may 12th, 2024. It’s worth mentioning that the products I purchased did not have an “out of stock” tag on the website and showed to be in stock.

    After a week of waiting without hearing anything regarding shipping, I reached out for the first time to inquire about the status of my order. In reply to my email I was informed that the product was not in stock, that they did not know when it would be resupplied, and gave me a vague ETA. I then waited a few weeks and inquired again. This went on one more time before I eventually decided to cancel my order.


    I canceled my order on July 31st. And according to an email I received, “refunds are issued within 10 business days”. It is now September 20th and we are quickly approaching two months for me to receive a refund.

    I allowed them an entire month before I reach out again and since then, I have emailed this business numerous times about my refund and continue to receive vague information regarding the ETA. The returns department has blamed the issue on the fact that this is a small business and are claiming to be working on the status, however, there is not a single reason that my refund should take this long. It’s literally been 51 days.

    This has been a massive waste of my time and I have gotten the runaround from this company since may.

    I have attached the email chain in its entirety to this report for verification.

  • Initial Complaint

    Date:09/20/2024

    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.
    March 19, 2024 - I ordered an enclosure and spacer and was given a lead time of up to 8 to 12 weeks

    July 20 - I emailed to request an update

    July 22 - they responded saying they were having delays due to supply issues and offered a full refund
    - I chose to wait a while longer

    August 22 - I requested another update and asked to cancel my order if they were unable to give me more information
    - they immediately cancelled my order and said they would issue my refund within approximately 10 business days

    September 13 - I asked for an update on my refund as it had been 15 business days
    - they said they were working through a list of refunds and it would be resolved soon
    - I replied that I needed to at least get a date that my refund would be issued by

    I have heard nothing from them since, despite their quick replies previously. I would prefer to not deal with a chargeback, but I do have an appointment with my bank next week if I have not received my refund by then.

    Business Response

    Date: 11/01/2024

    Hello,
    Sorry for the delay in processing your refund. Refund delays have been exacerbated by the coordinated online deformation campaign against Custom Reptile Habitats. Your card has now been refunded in full.
    Sincerely,
    Custom Reptile Habitats 

    Customer Answer

    Date: 11/03/2024



    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.




    Sincerely,



    ***** *****

Custom Reptile Habitats is NOT a BBB Accredited Business.

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