“2nd Viv I’ve ordered from Proviv.
First one is still going strong 3 years later and looks brand new.
2nd Viv was for the other snake.
Provivs personally hand delivered the Viv to us.
I’ve spoken to Steve a few times first to ask advice, then just to double check a few things and each time I’ve been really happy with the service.”
“I ordered a corner vivarium for £350. It was delivered with one piece of glass smashed, two cracked, the colour was different, there was a big gap in the front it etc. The seller admitted he rushed building it and didn’t carry out any quality checks. He said he would collect it the following week but he didn’t nor did he answer any emails to let me know when I would receive my refund. I then filed a dispute with PayPal and he still wouldn’t respond. It then escalated to a claim. Once it goes to the claim stage the seller and the buyer can longer correspond, it all goes via PayPal. Then the buyer emailed me personally even though he wasn’t meant to say he would now collect it, then turned up at my house! PayPal advised me to not give him the viv back or correspond with him. They said if he collected it then I wouldn’t have proof of return and it would make it difficult to get my money back. I shipped him the viv back via courier which cost over £60. PayPal closed the claim today in my favour and I finally got my money back after about 6 weeks. Beware of this seller and read his terms and conditions properly before you order. Make sure you buy via PayPal or credit card in case anything goes wrong then your protected. If you order a custom made item you are not protected. PayPal also don’t refund return postage so I’m out pocket £60 now.”
“I recommend this company 100%. I ordered a made to measure vivarium. The vivarium was flat packed surrounded by wooden panels so was unbelievably well packed to avoid damage. I was kept upto date on the order and the quality of the vivarium is brilliant. It fits perfectly onto my existing snake rack. I wouldn't buy from anywhere else now I know the precision and quality of provivs.”
“30/9/2022 - UPDATE following on from review below with pictures of damaged Viv.
I have still not heard anything back from Pro Vivs and its been weeks since I emailed and messaged Steve the owner about my damaged Viv.
Saw a post on his Facebook page asking customers to share pictures of their Vivs so popped the pictures of mine on!! Was blocked within minutes which says it all really. AVOID AVOID AVOID this company. I have since ordered a new Viv from Repti Life who are a brilliant company to deal with.”
“It is nearly 3 weeks since I first contacted the owner of ProVivs via email and Facebook messenger regarding the badly damaged condition in which my 6ft £200 Vivarium arrived with a Video & photos also supplied to him evidencing the damage which is
- a deep crack running the full width of one side of the back panel, a crack on the base panel & a scuff to the roof panel. As no response was received this was then followed up with a further email and messenger message as set out below (messenger messages are showing as having been read!) . To date I have not heard back from ProVivs!!
The lack of Customer service for this company is terrible and all bad reviews seem to stem from items arriving damaged and little or no resolve being reached due to the non response to queries/complaints from ProVivs.
As an aside I would like to mention I have no idea who delivered my Vivarium as I was not given a delivery date or tracking information and came home to find it left in my garden!!!
I would definately not recommend ProVivs........
Wording of my 2nd email/messenger message - no response received.
Hi Steve,
Further to my messenger messages and emails of last week I am really disappointed to have not heard back from you with a substantive response. As previously mentioned I am more than happy to speak to you over the telephone if you prefer although Pro Vivs do not appear to have a contact number visable on either Facebook or the website and that it why I provided my contact number in my initial message.
As you can see from the pictures and videos previously supplied the Vivarium arrived badly damaged. Whilst I appreciate this may have been damage caused in transit I am now left with something that I'm sure you would agree is not in an acceptable condition or something that you would feel represents a high standard of product or indeed something you yourself would be happy with!
Whilst the fact the Vivarium is damaged is of course extremely disappointing the lack of response from yourself with any sort of resolution now leaves me with the inconvenience of an unbuilt 6ft vivarium in my spare room and my pet unable to move into his new home. Working in a customer facing role myself I'm sure you would agree that dealing with problems/complaints in a timely manner is key.
I look forward to hearing from you.”
“Dishonest seller - damaged goods and no accountability
This seller is the most dishonest seller I've come across. Lie after excuse after lie regarding my order, the manufacturing of and progress...then radio silence. Won't answer messages/emails or even calls.
Fast forward a few months later - I receive my vivarium in mostly good order. I notice that the one side is chipped and notify the seller immediately. He then asked to send him pics which I did and said that he'd send a replacement out ASAP - this never happened = LIES!
I then built the vivarium, opened the very well packaged glass and noticed that both panes were badly scratched - again, I notified the seller who replied to me, requesting pictures. I obliged, sent the pictures and was told that he'd replace them immediately - again nothing happened = MORE LIES!
I then tried, literally every day, to call the seller (who I thought I had a good relationship with at this point... remember, I was EXTREMELY patient and understanding regarding delays, his entire workforce walking out on him and not being able to produce, etc.) and he stopped answering my calls and replying to my messages (similar to the beginning when he'd run out of excuses as to why my item was not yet ready).
This was really confusing to me - I had been promised replacement side panel and glass - in black and white sms text and none had arrived. So, after 2 months of trying I logged a dispute on PayPal and asked for a partial refund for the amount it would cost me to replace the glass and side panel. The seller, via the resolution centre rejected my "offer" there and demanded I return the goods for a full refund... naturally this is not possible - which, given his experience of PayPal disputes, he was fully aware of.
I have a lizard living in this viv - it's been months afterall since I claimed via PayPal - which can't be removed or placed elsewhere while I pack up the vivarium and send it back to him (at a large cost - as it's heavy and needs to be couriered) and therefore am unable to fulfill his request and get my issue made good.
It's a real pity as I trusted and believed Steve each excuse and lie he told me. I will not buy from them again and I urge you to use his competitors (repti-life or similar) in the future as they are not swindling, caniving, "dodgy" sellers as this guy.
Provivs came highly recommended to me - I guess the good stories are good...but my experience was really bad. REALLY bad!
Avoid this business like the plague!”
“Awful company. Vivarium arrived damaged and it took several emails to get them to acknowledge it. Only with the threat of taking the matter further did they respond.
Avoid at all costs.”
“Couldn't of asked for better service, order 2 Viv's one 4ft and 1 5ft, collected from there hull store. Ended up that stand I ordered not from provivs for 5ft was not suitable due to miss advertised measurements, after speaking to Steve about what I required he made a custom stand for me.
Abousoloutly brilliant service,”
“Couldn't of asked for better service, order 2 Viv's one 4ft and 1 5ft, collected from there hull store. Ended up that stand I ordered not from provivs for 5ft was not suitable due to miss advertised measurements, after speaking to Steve about what I required he made a custom stand for me.
Abousoloutly brilliant service,”
