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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Little disappointed as some of the insects were dead on arrival and the small crickets were ant size. Good prompt delivery though”

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Posted 4 years ago

“Product was listed as dust-free, but was actually pretty dusty when it arrived.”

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Posted 4 years ago

“A very pleasant co good service will have no problems orďering again from this co”

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Posted 5 years ago

“I ordered the smallest of frozen mice (about 2grams each, also called pinkies). The one’s I received were much bigger (about 10 grams each).”

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Posted 5 years ago

Hi Geoffrey, Thank you for leaving your recent review. You actually ordered (Mice: Small 10-Pack) and not pinkies. I can understand the confusion, as yes they are much bigger, but we did actually send you what you ordered. If you give us a call, we will happily ensure you order the right ones next time, for the animals you wish to feed. Best regards Chris

Posted 5 years ago

“It took a week for the items that I ordered to be delivered and when they actually got here 1 of the items was missing”

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Posted 5 years ago

Hi Thomas, I've just looked back at the order notes, It looks like one of the items was indeed out of stock, and we tried to call you with all available options. Unfortunately we couldn't get hold of you, so we took the decision to ship the remainder of your order and refund you for the missing item. Sorry for any inconvenience this may have caused. Best regards Chris

Posted 5 years ago

“The item I ordered was out of stock with their suppliers (not stated anywhere) i waited a week, no delivery and only found out when I sent an email. The item was eventually dispatched about ten days after I ordered it”

Helpful Report

Posted 5 years ago

Hi Gareth, looking at our records, it does appear that we tried to contact you, unfortunately there was no response and our phone call was never returned. When you emailed us (several days later), we did reply to this in a timely manner and inform you of the current status of the order. This particular item had gone out of stock, both here and with our suppliers. However, they did have new stock arriving imminently and we dispatched the order as soon as possible. If you had contacted us back sooner, we could have looked at alternative products for you or simply cancelled and refunded the order. Apologies for any inconvenience this may have caused. Best regards Chris

Posted 5 years ago

“Poor customer liaison. Next day delivery came 5 days after order. Frozen goods delivered to wrong address and left in direct sun. Item not delivered with no explanation to why until questioned. Item finally replaced with no goodwill gesture. Disappointing.”

Helpful Report

Posted 5 years ago

Hi Alice, as previously explained, our courier uses a 3rd party to deliver parcels in your area. Unfortunately, they didn't deliver within the quoted time frame (AM service) which resulted in the frozen mice being received late. We apologised for this and sent replacements as soon as we were able to do so. I'm unsure as to why you are dissatisfied with our service? Thanks

Posted 5 years ago

“Bought 2 pair of alpine newts only have 3 now lost one of the females after a couple of days wasn’t as active as the others when it arrived.”

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Posted 6 years ago

Hi Frank, sorry to hear about you losing some of the alpine newts you had from us. It sounds like you must have an issue with your setup somewhere; poss high temperature? Please get in touch and will try and help you figure what the problem is. Thanks Chris

Posted 6 years ago

“Bought three lots of flies and hardly any hatched from any of the batches. Tried different habitats but don't get much.”

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Posted 6 years ago

“The plant was already almost dead when arrived and it was inside a box without air”

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Posted 6 years ago

Thank you for your recent review and we do understand how it must be frustrating, if the plant didn't reach you in the best possible condition. Looking at the order details; I can see that we shipped out your plant within 2 working days of you placing your order and that Royal Mail attempted delivery soon after and you weren’t available. The tracking information then shows the order was collected from South Kensington delivery office several days later. Unfortunately, I cannot find any record of you contacting us to report this problem, by email or phone. I have also made attempts to contact you by phone and email and there has been no response to either. If you'd like to discuss this matter further please reply to one of the emails we've sent you or call us on 01246 568390 and ask for Chris.

Posted 6 years ago

“Website needs some work. Adding Instructions to starter kits would be useful. Overall, overpriced.”

Helpful Report

Posted 6 years ago

Thanks for the feedback. When you say the website needs some more work, can you let us know exactly it is your wanting to see? Our team work really hard on development on a weekly basis and we always welcome suggestions. Regarding the starter kits not having instructions. The vivarium, thermostat, lighting and heat equipment we supplied all have manufacturers instructions supplied with them? Beyond that, we could have offered assistance by email or over the phone if you had contacted us and let us know of any problems you were experiencing. If you'd like to discuss this matter further, please call Chris on 01246 568390.

Posted 6 years ago

“Ordered two baby White's tree frogs. One of them was green, plump, lively, healthy and loves to eat. The other was brown, very skinny barely moved at all and refused to eat. It died within five days.”

Helpful Report

Posted 7 years ago

I'm sorry to hear of you losing one of your frogs, but if you were unhappy with any livestock you had received from us, it would have been best to contact us immediately after purchase. This would have given us chance to address any concerns, answer any questions, and to look over any husbandry techniques being used. The point regarding the frogs colour; brown and green frogs. Is effected by light intensity, temperature and humidity levels. It is not a reflection of the animals health. We take great pride in the quality of animals we provide our customers and would never knowingly ship out any animals that were unhealthy. If you would like to discuss this matter further, please contact Chris on 01246 568390.

Posted 7 years ago

“Had a few issues with this purchase, nothing major but enough to be of concern - no confirmation email of order and at nearly £300 and with it being a live animal you'd expect some sort of confirmation, no email informing me that my order wouldn't be delivered on the date stated on the website but a week later (I wouldn't have know at all if it wasn't for the fact I'd contacted them to check on my order after being concerned that I'd had absolutely no communication from them at all). Was told Thursday then it changed to the Friday by 8.30, arrived after 11pm at night, animal was extremely cold and rather unresponsive due to the extreme low temperature, I feel that when paying a large amount of money for a proffesional animal courier that they should have vehicles equiped to keep the animals at a tempt that's not detrimental to them, I raised this concern with the company and it wasn't addressed, the box also smelt strongly of cigarette smoke which I feel is dreadful when it contained a live animal, they did say they would take this up with the courier but I feel considering this, the cold animal, the changing delivery dates a partial refund of my delivery payment would have been a good gesture here - I'm sure if they'd raised the delivery being late, he cigarettes and the low temp with the courier they could have obtained a full refund from them. There was also no info on the animal and no date of birth or even a very rough age given, no care sheet, nothing at all, and they didn't offer any info at all when I asked which isn't what we are used to. It would also seem the animal hasn't been handled at all as it's absolutely petrified of people, which isn't great when selling for the pet industry and again not what we've been used to with our previous tortoises who have all arrived well socialised, happy and able to interact. Over all the animal seems healthy physically and hopefully we will be able to socialise her, but I wouldn't purchase any live animals from here in the future, it all seemed a little unprofessional with the lack of communication, info and changing dates, and my order arriving in the middle of the night.”

Helpful Report

Posted 7 years ago

We’re sorry to hear you’ve had anything but a positive experience when shopping with us. As previously discussed; order confirmation and dispatch emails are sent automatically from our servers. Since you initially raised this concern, we have run several tests and can see all these emails are going out as they should. Looking back through our communication, there has been 7 other emails sent by myself (before and after purchase), and calls and texts from the courier delivering the animals. I did explain the reason for the delivery delay (which in the end was by 1 day), and that there had been a mix up in communication between myself and a colleague. Due to this mistake, I arranged for this animal to be sent up to you on a SAME DAY delivery with an alternate courier. Once you received your order, I contacted you to check everything was okay. This is when you made me aware of the late delivery, and at the time you said “it arrived at 11pm but that was fine”, I did apologise for the late delivery regardless, as the courier did say 8:30pm to ourselves also, but as I’m sure you can appreciate, travelling cross country on a Friday, the likely cause was heavy traffic. The courier has told me, that they kept you informed throughout with an ETA. Your comments, regarding the cigarette smoke are completely justified and again when you made me aware of this, we contacted the courier and questioned them immediately on this matter; again, this has been taken very seriously by all parties involved. All reptile and amphibian orders are carefully packed in poly boxes with heat packs that are pumped by hand until they become warm, ordinarily they burn for an average of 24 hours. Shipping animals this way, keeps them warm, safe and secure. The tortoise you purchased was UK captive bred 2015 (as stated on your invoice), and during our communication I questioned whether you had “fully researched the species” you were purchasing, and you assured me you had. Sulcata tortoises are well known for being shy as youngsters, as they mature, they become bolder. When I followed up you receiving your order (the following day) you stated “she seemed absolutely fine and has ate well today and seems happy exploring the nursery table”. Lastly, we publish more reptile and amphibian care sheets than any other business in the UK. We continually update old care sheets and add new ones, for a wide range of species. We offer full after care support for all customers either by phone or email and we’re even expanding our article system later this year to discuss some topics in greater depth. If you’d like to contact me and discuss this in more detail, please call 01246 568390 and ask for Chris.

Posted 7 years ago

“Let down by shipping costs, lower shipping costs would make ordering live-foods more viable. After adding shipping the cost virtually triples. £3.25 for delivery is just greedy, shipping should be free for registered customers or at least less than £2.00.”

Helpful Report

Posted 7 years ago

We’re sorry to hear you’ve had anything but a positive experience when shopping with us. We do our utmost to keep all our delivery charges as low as possible, and for all our customers. We frequently monitor competitor’s websites and feel our delivery charges are extremely competitive. All our deliveries are sent via Royal Mail 1st class as a minimum, and we do subsidise the cost of this as a business. If you’d like to contact me and discuss this in more 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