Exotic-Pets.co.uk Reviews

Name: Exotic-Pets.co.uk
Address: Bagthorpe Farm, Hollins,Old Brampton, Chesterfield,, Derbyshire
Rating: 4.69

4.7 Rating 1,828 Reviews

93 %

of reviewers recommend Exotic-Pets.co.uk

Company Reviews

Questions

Metrics

4.7

Based on 1,828 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	96%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

Visit Website

Phone:

01246 568390

Email:

support@exotic-pets.co.uk

Location:

Bagthorpe Farm, Hollins,Old Brampton, Chesterfield,
Derbyshire
S42 7JH

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Exotic-Pets.co.uk 5 star review on 28th June 2023

Liam Rafferty

Exotic-Pets.co.uk 5 star review on 21st June 2023

William Stewart

Exotic-Pets.co.uk 5 star review on 7th June 2023

Emily Dulston

Exotic-Pets.co.uk 5 star review on 18th May 2023

Craig Bond

107

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not like on the pictures. Waste of money”

Helpful Report

Posted 5 years ago

Hi Marcin, sorry to hear you're disappointed with one of the products you have purchased from us. Can you contact us and let us know specifically which one didn't meet your expectations? Thanks Chris

Posted 5 years ago

“Unfortunately my crested gecko tank arrived a lot later than expected (although care was taken to ring me and inform me as to why) but also damaged, the glass front door with big chip in glass and bottom panel with smash in, I had no time to wait so had to use sealant to make it usable but wasn’t happy. Sorry for bad review”

Helpful Report

Posted 5 years ago

HI Karla, I'm sorry to hear of you receiving the tank damaged. It would certainly have been inspected before being shipped, so unfortunately it sounds like the courier has likely mishandled it during the delivery. Can you please forward photos of the damaged tank to support@exotic-pets.co,uk so we can arrange for a replacement to be shipped to you? Best regards Chris

Posted 5 years ago

Hi Karla, I'm sorry to hear of you receiving this product damaged, can you please forward photos to support@exotic-pets.co.uk so we can look at arranging a replacement for you. Best regards Chris

Posted 5 years ago

“My spiderling turnt up dead just aswell I ordered from the spider shop a few weeks after!”

Helpful Report

Posted 5 years ago

Hi Jamie, I'm sorry to hear that you feel you've had a bad experience when shopping with us. However, I have tried to contact you regarding this order and I've not yet received a response? Can you please forward us a photo urgently, of the spiderling you have received DOA? We can then process an immediate refund/replacement. Best regards Chris

Posted 5 years ago

Hi Jamie, I'm very sorry to hear of you receiving a spiderling DOA. I have just checked our records and I can see this issue has never been reported to us. It's extremely important to contact us immediately if you have a problem with an order. This gives us an opportunity to request further information and/or photos. This also allows us to quickly process any due replacements/refunds. We do take great care in our packaging and we are especially vigilant during the winter period and what dates invertebrate orders are shipped. Can you please forward photos ASAP to support@exotic-pets.co.uk so we can help you. Best regards Chris

Posted 5 years ago

“never use again charged me for roaches did not supply, supplied fruit grubs all dead won't refund as not able to send them a picture there in the bin ! robbers do not use !!”

Helpful Report

Posted 5 years ago

Hi Ashley, I'm sorry to hear that your unhappy with the service you have received. The roaches were refunded immediately, due to us being out of stock. As explained to you, this can take a few working days to show back in your account (bank processing time). When there is a claim of live food being received dead, we ask for photos to be sent as evidence to support this. We do this so we can quickly process replacement/refunds. As you were unable to provide this, we offered to send a returns label so they could be posted back to us for inspection. You then informed us you had already disposed of them. As we have no supporting evidence, unfortunately we cannot then process a refund/replacement for this order. For future reference, this is all explained on our Delivery and Returns page. https://www.exotic-pets.co.uk/delivery-and-returns-information.php Best regards Chris

Posted 5 years ago

“I ordered 2 stick insects and won't order again from you because they were left in the post office for 3 days - a company that deals with live animals should have mechanisms in place to ensure this does not happen - it is cruel.”

Helpful Report

Posted 5 years ago

Hi Laura, Thanks for your recent review. Looking into the details of your order I can see you made your purchase on Sunday 14th October. We shipped your order on Monday 15th October, notifying you by email and provided a tracking number. Royal Mail attempted delivery on Tuesday 16th (you were unavailable) and they left a while you were out card, prompting you to collect the order from your local sorting office. In this instance - I'm not sure what we have done wrong or how we could have better improved our service? We shipped your order as soon as possible, gave you all the necessary information, but you failed to be in for delivery. After ordering live invertebrates of any kind, it is really important you make yourself available for delivery attempts in the first instance (this is your responsibility). If you're unsure how this process works, we are always available by email and phone to help and we will happily make special arrangements (suitable delivery days etc). Fortunately we do always provide stick insect foods for their journey, with that said, I do hope they we're all okay once they were eventually collected. To conclude, I do think this review judges us quite unfairly, and for future reference I would ask that you take time to read our delivery information page carefully and contact me with any further questions. Best regards Chris

Posted 5 years ago

“I paid extra for 24 hour for delivery but took a week to dispatch it and when it are the box was damaged but luckily the contents were un-damaged. Won’t be using them again.”

Helpful Report

Posted 5 years ago

Hi Matthew, Looking into the details of your order, I can see that you ordered live insects on Thursday afternoon with our standard Royal Mail delivery option. Live food is ordered fresh from our supplier and unfortunately we can't always offer same day dispatch. This is explained clearly on our delivery information page, please see: https://www.exotic-pets.co.uk/delivery-and-returns-information.php The order was dispatched on Monday (as stated) via the selected delivery method. I can also see you received this order the following working day, so I'm unsure why you are suggesting it took a week to be dispatched? Please feel free to contact me with any further details. Best regards Chris

Posted 5 years ago

“I ordered 4 items, one was a spider plant, which after id placed my order was out of stock and one item was an aloe vera plant which when it had arrived was completely broken and soul was everywhere.”

Helpful Report

Posted 5 years ago

Hi Rebekah, I've looked back at the details of your order and yes I can see you ordered four items, but we have shipped all of them? If a plant has arrived damaged, please send us a photo to support@exotic-pets.co.uk and we can look at getting that replaced for you. Thanks, Chris

Posted 5 years ago

“My live stock delivery was all dead”

Helpful Report

Posted 6 years ago

Hi Jake, I'm very sorry to hear your unhappy with our service. However, I've just looked into the details of this order and can see what you actually ordered was 'live food' and not 'livestock'. Unfortunately, it would appear that you missed Royal Mail's original delivery and then didn't attempt to collect the parcel for several days from the sorting office. As we have already explained to you, bulk bags of insects are packaged for short term transport and need to be re-housed upon arrival. They need food, water and suitable temperatures (like any other living creature). We dispatched fresh and healthy live food promptly via a 1st class service, the demise of the insects was purely down to you not collecting them from the sorting office. I don't believe this to be a fault of ours, which is why I'm disputing the negative review that you have left. I will happily discuss this matter further with you and explain in more detail why the above points are so important. Thanks Chris

Posted 6 years ago

“Heat matt didn’t work”

Helpful Report

Posted 6 years ago

I did email you immediately regarding this situation, as soon as I read the review you had left us. I have just re-checked our phone and email records and it appears that you've still not made any contact with us. This is despite my efforts in reaching out to help you. All the heat mats we sell are CE tested and of course, brand new and packaged! I'd be interested to know how you are using this heat mat and if you would kindly get in touch, we can advise if this is correct and if appropriate, issue a replacement/refund. Best regards Chris

Posted 6 years ago

“I ordered a millipede starter kit, the tank was cracked on arrive. For the price I payed I would expect the tank and kit to be delivered with adaquate packing and the correct type of carrier service, instead of the cheapest options.”

Helpful Report

Posted 6 years ago

If you have received a damaged tank from us, we can only apologise. It's rare that items we send out, get broken in transit, as we carefully select the most reliable and trustworthy couriers. From our records, it looks like you haven't made any contact with us prior to leaving your review. Once I read the review and we knew of this situation, I made an immediate attempt to contact you by phone and left you a voicemail asking you to contact me with more details. I've have also emailed you, requesting a photo of the damaged product you have received. This was now several days ago and I've not yet had a response. Please contact us by phone or reply to the email that has been sent to you and we'll gladly get this situation rectified and a replacement item dispatched. Thanks Chris

Posted 6 years ago

“The site states "new stock of feed"every Tuesday....my order of morioworms was placed on the Sunday....despatched on the following Tuesday....supposedly "1st class postage?" Delivered on Saturday afternoon! More than half the worms were dead or dying. Live feed sales from this site need to be despatched, and more importantly....DELIVERED, by a more efficient service. If the order was FRESH?....then the worms should of still been in good condition. Sorry, won't buy again from here.”

Helpful Report

Posted 6 years ago

I'm really sorry to hear about you receiving this delivery late and it arriving with you in poor condition. I can confirm, we did dispatch this order within two working days of you placing your order and we did send it 1st class. Unfortunately, it looks like there has been a severe delay with Royal Mail, most likely due to it being Christmas week. I have tried to call you this morning regarding this order and I've also dropped you an email, if you can get back to me ASAP we will happily get this resolved for you. Our telephone is 01246 568390 and you can ask for Chris.

Posted 6 years ago

“The money was taken out of my bank account straight away. When I checked to see if my order had been dispatched (seeing as the money had been taken) it said ‘awaiting’. I then had to email Exotic Pets to find out when it was going to be due. Turns out this item is out of stock. I was not told of this and again my money had been taken. I then got a replacement sent out no problems but the replacement was half the price and I am still waiting for my refund. My order was placed on the 23rd November.”

Helpful Report

Posted 6 years ago

Unfortunately, I do need to correct some of the details given here. You ordered from us late on a Thursday evening and we attempted to order this off site item from our supplier on the Monday. We then found this product had been discontinued by our supplier. You called us on the Monday morning just before we had opportunity to contact you. We explained the situation and offered you an alternative there and then, which you accepted. We then dispatched this replacement item on the Tuesday (once the stock had arrived with us from our supplier) and we refunded you that day for the difference in cost. N.B. All refunds take 3-5 working days for banks to process. I do feel this review judges us very harshly, considering that we made every attempt to resolve this for you and give you a product that was as close to the original as we could. If you'd like to discuss this further, please contact us by phone or email and ask for Chris.

Posted 6 years ago

“Ordered crickets when they arrived. In a white bag I thought they would be in sealed containers. When I opened the bag half of the escaped will never you your company again”

Helpful Report

Posted 6 years ago

Thanks for your feedback. All bulk bags are supplied in hessian bags and this has been the industry standard for many years. We would advise all customers to empty the contents of bulk insects into a large container to avoid any accidental escapees. If you'd like to discuss this matter further, please call Chris on 01246 568390.

Posted 6 years ago

“I was expecting a larger size mantis than what I received. It is tiny for such a large species of mantis. It is the smallest mantis I have in my collection but I suppose you get what you pay for. I'll stick to my usual supplier from now on. I thought that I would give EXOTIC PETS a try but I was disappointed with what I received.”

Helpful Report

Posted 6 years ago

Thanks for your feedback. I have tried to explain by email since you left your review, that you are comparing two completely different species and they are bound to be different sizes. Yes, it was a large species of mantis you purchased, however they are all clearly stated as 3rd instar nymphs, as you buy them on the website (which is past the fragile life stage). We shipped your order quickly and delivered exactly what you had ordered so I feel your review is a little unfair and not a true reflection of the service you recevied. If you would like to discuss this matter further, please contact Chris on 01246 568390.

Posted 6 years ago

“I am still waiting for my order to arrive two weeks after i placed my order, i received an email on Tuesday the 19th stating that my order had been dispatched, on Friday the 22nd i contacted you regarding my order not arriving and have not received a response from you. I won't be using you again nor will i recommend your company to anyone.”

Helpful Report

Posted 6 years ago

Thanks for leaving your review. We did try to contact you on multiple occasions by phone, email, and we never received a response. We tried to explain their was a delay with the frozen rats being dispatched, due to being out of stock of that particular size, and that we were awaiting a delivery from our supplier. As we didn't hear back from you, we dispatched these at the first available opportunity. If you'd like to discuss this matter further, please call Chris on 01246 568390.

Posted 6 years ago

“The locusts and calciworms arrived ok but the pinkies were defrosted and ended up in the bin! Lady not very helpful when I called to say parcelforce had tried to delivery but I missed them by 20 minutes but expected it the day before as they state next day delivery and I ordered on the Tuesday night so next day is Thursday which I stayed in for, but they tried to deliver on a Friday no tracking available with parcel force so you don't know what time they are coming, didn't leave with neighbour or anything and couldn't collect as it was miles away from the depot”

Helpful Report

Posted 6 years ago

Thanks for leaving a review Tracy. The order was sent out well within our estimated dispatch time and we did send out a dispatch email the day before the delivery, which you confirmed you had received. Tracking information is sent at the same time of the dispatch email and updates at every process for you to monitor. You also confirmed receiving a text message from our courier and that you had a further message from the courier to confirm the order was out for delivery the next day. As you were absent for the delivery, despite being well informed it was on its way, the frozen goods were unfortunately received spoiled and due to their perishable nature, we declined to replace them. I’m sorry you were unhappy with this decision but we did feel we had done everything possible to help you with your order. In the future, it is absolutely necessary to make yourself available when you know frozen goods are due to be delivered on the first attempt. If you’d like to discuss this matter further, please call Chris on 01246 568390.

Posted 6 years ago

“I received my mantis but it sadly was dead I'm not sure how it died but I've been trying to email U but I had.no response but if u could send another one that would be brilliant many thanks”

Helpful Report

Posted 6 years ago

We're sorry to hear of the mantis dying. Unfortunately, as you told us a week after receiving your order, provided no photo evidence of it's demise and wouldn't call us to discuss the issue. It has left us with very few options to be able to resolve this situation. We are always here to support our customers and as previously requested, please call and ask for Chris on 01246 568390.

Posted 6 years ago

“I purchased the curly wing flies and waited for 9 days and they didn't arrive. So I called and then they were sent again. In total it took 11 days until I finally could feed my pet mantis.”

Helpful Report

Posted 6 years ago

Thanks for leaving a review but as previously discussed, the original parcel was somehow lost by Royal Mail. This was clearly shown on the tracking information we provided and once we were made aware of the situation and you not receiving your order, we dispatched a replacement straight away. If you'd like to discuss this matter further, please call Chris on 01246 568390.

Posted 6 years ago

“DID NOT DELIVER THE PRODUCT WHEN PROMISED”

Helpful Report

Posted 6 years ago

Thank you for leaving us a review and I am sorry that you feel your recent experience was not a positive one. From speaking to my colleague and looking at our records, I can see that you called us late on the Thursday afternoon to place your order over the phone. The item you wanted to order was not something we kept on site and it was explained at the time that we needed to get this in from one of our suppliers. During this discussion, we explained the time frame for delivery and that we wouldn’t receive the stock from our supplier until the Tuesday and that the order would then be delivered to you on the Wednesday. On the Monday, you called us asking where your order was, so clearly there had been a misunderstanding of when you were going to receive your order. If you feel our first explanation wasn’t clear enough, then we can only apologise. However, we did reiterate the time frame again to you on the Monday and offered to cancel and refund the order immediately if you wished. As you know, I have tried to call you today to discuss this matter in greater depth and support you as a customer, but I do feel that we weren’t given opportunity to explain our position. Despite this, I do hope you will return as a customer in the future and judge us more fairly, as I believe this was a simple misunderstanding. You can contact me anytime by calling 01246 568390 and asking for Chris.

Posted 6 years ago

“they are all good until you have a problem, spent a lot of money on a snake and set up, it never ate and died, had a ton of excuses and i was blamed for only having temp at 26 celcius, thought about it and at that time it was summer so temp was whey over that naturally, was given one excuse after another, feel robbed and will never make another purchase ever again, oh yes, spoke to many snake keepers and breeders and they said i did nothing wrong and problem lied with a poor snake and should of eaten with no probs more time, thought they might of compensated a little at least as they must of made a whopping profit as private sellers sell for a third of the price, bad business practice,”

Helpful Report

Posted 7 years ago

We’re sorry to hear you’ve had anything but a positive experience when shopping with us. Our mission has always been to provide great quality animals to all our customers. With this case, it was almost 8 weeks after receiving your order, that we learnt of you having feeding issues with the snake that you had received. All our website information, dispatch notifications and invoices encourage all customers to contact us as soon as possible if they’re having difficulties. Sadly, I think you may have taken us questioning any animal husbandry as personal criticism, but for us to help customers we need to rule out what may or may not have gone wrong, so we can all learn from it. Even though, we didn’t offer you a refund in this case, we were, and still are, more than willing to discuss this in further detail. Please call 01246 568390 and ask for Chris.

Posted 7 years ago

Exotic-Pets.co.uk is rated 4.7 based on 1,828 reviews