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

“Purchased x2 mini money plants in May, and they arrived dry and wilted. Have tried to revive them but have died within a couple of days.”

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Posted 5 months ago

“My item didn’t arrive, emailed with the order number querying this and still no response. Shocking”

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Posted 1 year ago

Hi Marc, Thank you for your review. This is the first we heard about there being a problem with your order- we received no email. Our system logs and stores all correspondence, there is nothing linked to your order number or email. We tracked your item: We sent the item the next day via the postage method you selected at checkout (Royal Mail 48), delivery was attempted but missed. It is currently awaiting collection at the sorting office. We are sorry that you feel this way about our service, but we did everything we could. Once the parcel is with Royal Mail, the delivery is up to them. Kind regards, Gemma

Posted 1 year ago

“Not even worth a star don’t waste your money and time and get dead animal Just a post to let people know not to use exotic pets uk (dronfield) I bought a ocellata uromastyx cb21 off them for 300 pound.After spending 2 weeks of phone calls and emails and them going over my setup and me spending loads of money on a setup they finally sent me the uromastyx I was so happy.Well within a week it was dead they refused to refund the money or replace it with anything even though they ok my setup and went through all lighting and temps with me I keep a number of uros and volunteer part time at a reptile shop (cold blooded rainham) and wouldn’t want this to happen to anyone else out there. So being autistic and not being able to deal with this situation my friend rang them.He has owned a reputable reptile shop for 30 years he explained the situation and how he thought the animal was older then advertised and we was told something would be done.Well after a week of not hearing nothing from them and not even contacting him back he rang them.He was told due to the price of the lizard they would not be refunding my money or replacing the cost of the animal what is absolutely disgusting so please avoid I wouldn’t want you to buy a lizard or reptile as a present for your small child and his so happy and he gets up the next day to find it dead it would break there heart like it has mine you awful people. I’ve added photos please take into consideration the size of the uro and how it’s meant to be cb21.”

Helpful Report

Posted 2 years ago

Hi Chris, Thank you for your review. This animal was received on the 10th of March, no concerns or health issues were raised upon delivery or immediately after. Sadly, it has then been reported to us weeks later that the animal has passed away, the team members who took care of this were shocked as this animal had been with us for several months before this purchase. It was feeding, shedding, fit, and healthy. If we had any concerns regarding the animal at all before the sale, it would have been immediately removed from sale and taken to a vet (if required). Regarding the age of this animal, it was CB20 as stated on the listing at the time of purchase and your invoice. This is the exact information passed onto us by the previous owner, and we had no obvious reason to doubt this. As is suggested we did spend time going through your setup, this is to ensure you had the correct equipment for its ongoing care, as we don't know you or your level of experience. This is standard practice for us as a responsible business and forms part of our animal activities licence agreement. Whilst we understand and sympathise with you losing the Uromastyx, we cannot control your husbandry practices once an animal has left our premises, and we certainly cannot be held responsible for deaths in your care. We understand you work for a competitor albeit not in our region, however, I now find your position rather bewildering. Your manager first contacted us on your behalf and started the conversation by saying “I understand that you probably can’t do anything regarding refunding or replacing the Uromastyx due to the time that has passed?”. This was a clear acknowledgement and understanding of the situation. In another conversation, he tried to haggle the price down on the remaining Uromastyx we had in stock? My colleague explained clearly that we couldn’t offer a discount and the reasons why. We also became concerned about how the first animal had been lost in your weeks of ownership and whether it was even suitable to supply further animals. This was a separate issue to us not refunding or replacing the original animal. I believe my colleague made our position very clear and we apologised we couldn’t help further. Leaving negative reviews against a competitive business that is following the same business practices you adopt is very odd indeed and I’m sorry you feel you need to do that. My lead reptile keeper who looked after the Uromastyx is happy to speak with you anytime regarding its care while it was with us. I am also happy to discuss this decision made regarding your refund or replacement in more depth anytime. Please give us a call Monday-Friday 10am-6pm on 01246 568390. Best regards Chris (Manager)

Posted 2 years ago

“Ordered a box of adult large crickets, half of them were already dead on arrival then there was also the issue that they all died over a period of 3 days even with fresh veg/fruits and bug gel and using a critter keeper so won't bother ordering from here again”

Helpful Report

Posted 2 years ago

“Half it the order didn’t arrive, customer service rubbish. Quality of products terrible.”

Helpful Report

Posted 2 years ago

Hello Victoria, We understand that you are frustrated at your Black Beauty stick insect dying after two weeks. However, as we have discussed; we cannot be held responsible that you have fed it the wrong food item during this period, despite our website very clearly stating the correct food for each species we sell. This does not make our products 'terrible'. After you contacted us regarding an item being missing from your order, we apologised and sent out the missing item the same day; to which you gave our team a 'Great Rating' on our email system. Based on this, we are not entirely sure the above comments or the one-star review are accurate in this situation. Best regards, Gemma.

Posted 2 years ago

“Not even received my parcel”

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Posted 2 years ago

“Came broken like this as soon as I opened the box not happy want a refund or new one or both”

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Posted 2 years ago

Hi, Thank you for reporting the problem to us. I'm glad we got this resolved and replacement catches sent out to you. Apologies for any inconvenience caused. Best regards Chris

Posted 2 years ago

“It never came. Ordered turtle food. And got nothing”

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Posted 2 years ago

“Let down by the delivery company thay use payed for over night delivery that took two days and on arrival the delivery driver chucked my package on the floor from standing even tho it sed live insects inside . And my praying mantis died after 12 hours. Really not happy will never use this company again feeling ripped off”

Helpful Report

Posted 2 years ago

“This review is a focus on the delivery service and customer support, and likely owner of this business. I ordered an enclosure and a thermostat for my snake over a month ago, I never received my parcel, but it was marked as delivered. I contacted support about this around 2 weeks in, this was completely useless as they simply kept telling me to contact the courier repeatedly, I did this and each time they never responded, this company never actually provided any solution. They also provided evidence of the location in which my parcel has been delivered, now here was the issue, it was delivered to a block of flats next door to me, which as I’m sure you can assume there is no chance I’m getting that parcel from them. After I provided evidence for this they eventually just stopped responding to emails, so this forced me to take this to PayPal. I waited around 2 or 3 weeks for a response on PayPal, in which was simply them once again arguing that the parcel has been delivered, and stating that the GPS is not a precise location, if that’s the case why did they provide that as evidence that it has been delivered in the first place? Seems like a lie to me, maybe from them or APC (the courier). Either way after informing them that this doesn’t change the fact I haven’t gotten my parcel, and because of how long it’s taking I’ve had to order from Northampton reptile centre instead, and even said I would provide evidence for this they simply ignored me and have now elevated the case to PayPal. Hopefully, I win the case as I’m a uni student with not much money to throw away. Because of all this I would AVOID this company as they are completely useless if you have a single issue with your delivery. I would even argue that they may as well have no support, as they didn't provide any help, and expected me to try and find my parcel by contacting the courier, which is ridiculous when I didn't choose the courier and I know nothing of them, and they never replied to any of my emails... I would avoid any company that uses APC delivery (unfortunately Northampton reptile centre does) because of this.”

Helpful Report

Posted 2 years ago

HI Luke, I'm afraid I must contest several statements you had made in this review. Firstly, we were provided GPS evidence at your address, along with tracking updates by our courier to prove this has been delivered to you. We did contact APC on several occasions for this information and the customer support team even contacted the driver who remembers delivering the parcel to your address. PayPal as an independent organisation did not penalise us because they could see the same evidence we had proving that a delivery had been made. All of your emails were responded to, we are not in the business of ignoring customers. Its not in our interest to do so, nor is it any kind of business. We wish you all the best for the future. Best regards Chris

Posted 2 years ago

“really not happy ordered some insects for my reptile & mantises & hasn’t arrived yet apparently they have been lost in the post”

Helpful Report

Posted 2 years ago

Hi Brooke, Thank you for your review. As you know from our correspondence, this was clearly a problem with our courier losing your original order. Once we were made aware of this by yourself, we did re-send out livefood replacements for you. I can only apologise that the original order didn't reach you in a timely manner as we all expected, and I hope that our prompt resolve was satisfactory. Best regards Chris

Posted 2 years ago

“Would never use them again it took nearly a week for my items to arrive .”

Helpful Report

Posted 2 years ago

Hi Theresa, Thank you for your review. As you ordered on a Sunday, I can see that we dispatched your order on the Monday. If there was an issue with the courier thereafter, I can only apologise that your order took longer to reach you. Best regards Chris

Posted 2 years ago

“They were mostly dead. Then a few days of having them all of them are dead. Definitely wouldn’t recommend buying from here.”

Helpful Report

Posted 3 years ago

Hi Kelly, Thank you for your review. It would appear the locusts you received were delayed in transit for some reason. Could you contact me to discuss this further please? Telephone 01246 568390. Best regards Chris

Posted 2 years ago

“No items were sent just empty with 2 to 3 wood louse”

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Posted 3 years ago

Hi Persis, Thank you for your review. I'm sorry you didn't received your woodlice as expected, can you contact me to discuss in more detail please? Telephone 01246 568390. Best regards Chris

Posted 2 years ago

“I ordered a culture of flightless fruitflies and was thoroughly disappointed when it arrived to find that the culture was already quite old, many of the flies already dead, with those that were alive, not at all healthy. The cultures which I usually order from a different site (who had on this occasion run out of stock) last much longer and seem in much better condition. Will not be using this site again”

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Posted 3 years ago

“Have asked to double check before dispatch as wrong thing sent out but no note taken wrong again for a 4th time!!”

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Posted 3 years ago

Hi Josie, So sorry to hear that you weren't happy with your orders. We cannot find any messages from you regarding the sizing issue, is it regarding the large or standard crickets? Although these are labelled differently, there is no visual size difference between the two. We will be removing large crickets from our website to stop further confusion. Regards

Posted 3 years ago

“Order arrived later than expected. Was incomplete and I had to remind them to refund me the money they owed me. The crickets were in poor condition, and there were not many worms in the packet I bought. Not a good first impression.”

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Posted 3 years ago

“ordered worms..... they were all dead and decomposing when they arrived.”

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Posted 3 years ago

Hi Stewart, I'm sorry to hear about the condition that your worms arrived in, they weren't sent out like this! We haven't heard from you about this already, if you could send some photos over for us of the condition of the worms we can look into resolving this for you by sending out a replacement or refunding your order.

Posted 3 years ago

“All my flies died within 2 days of receipt. I wrote an email to you straightaway and got no answer. I then sent a copy of the email again and still no reply. I would like my money back please”

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Posted 3 years ago

Hi Mary, Sorry for the delay in getting back to you, your email had gotten lost in our spam folder! Somebody has gotten back to you, & has requested photos in order to try & resolve this for you.

Posted 3 years ago

“Order 5 items, 2 sets of food. 1 litre spider substrate and two tarantulas (OBT and pumpkin patch) of which neither tarantula was sent. Yet I was charged for both and haven’t been offered a refund. The box was intact with packaging untouched. And customer service was terrible, offering no support, saying “it was sent with the substrate and food” and had no response to a follow up email of the package wasn’t affected on the journey. First time buying from this site and last time, would not recommend!!”

Helpful Report

Posted 3 years ago

Hi Laiton - When we pack our spiderlings we put them in very small pots to ensure that they are secure for their journey, these are then wrapped up in the packing paper to prevent them from moving within the parcel. You didn't contact us to let us know that you could not find your spiderlings within the parcel until a week after you received it, & we have responded to you as quickly as possible to assure you that they were packed in your parcel, you need to go through the packaging carefully to check for the small pots that the spiderlings are in. Best regards, Laura.

Posted 3 years ago

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