Exotic NutritionReviews of exoticnutrition.com

Response from Exotic NutritionAug 21, 2025

Hi Leneta, thank you for sharing your feedback. We truly value you as a customer and want to clarify what happened with your recent order. We regularly run special promotions such as 99¢ treats or toys that are offered below our cost, in order to give our customers a fun incentive to shop. Because these items are heavily discounted, we place a purchase limit so that all customers have a fair chance to take advantage of the deal. In this case, your order included 65 units of the promotional item, which exceeded the limit. For that reason, we had to cancel the order and issue a full refund. We’ve since reached out to let you know the maximum is 10 units, and we understand you’re planning to place a new order within that limit. We appreciate your understanding, and we hope to continue serving you and your animals in the future.

Response from Exotic NutritionJul 30, 2025

Hi Bobbie, Thank you for your feedback. We completely understand how frustrating carrier delays are with perishable products. As mentioned in our previous messages, we issued a full store credit for the value of your Live Mealworms as a courtesy, despite the order being shipped with economy service, which unfortunately does not include a live arrival guarantee for live insects, particularly during hot weather and transit delays. For future orders, we strongly recommend selecting Priority Overnight shipping for live items to help ensure safe arrival.

Response from Exotic NutritionJul 9, 2025

Heath, We sincerely apologize for the frustration and disappointment you experienced with your recent order and interactions with our customer service team. Your concerns are important to us. Upon reviewing your order history, we see that you are located in Hawaii and selected USPS Ground Advantage shipping at checkout. This is the service that was used for your order. Please expect delivery time of 3-4 weeks for this service to Hawaii. Unfortunately, delivery timelines for this method - especially to non-continental U.S. locations like Hawaii - are controlled by USPS and are, regrettably, outside our control. Once a package has been dispatched, we are limited in our ability to expedite it further. For any future urgent orders, we strongly recommend selecting an expedited shipping method at checkout to help ensure timely delivery. Another recommendation is to order 12lb bags of Timothy Hay Cubes, instead of monthly 3lb bags, and this will bring you savings! We’re also very sorry if your experience communicating with our team left you feeling unheard or disrespected. We strive to treat every customer with professionalism and empathy, and we take your feedback seriously. While our records indicate there were multiple attempts to clarify the situation, we understand that the conversation became difficult and we truly regret any perception of sarcasm or unhelpfulness. Please be assured that we are reviewing this incident internally to prevent similar issues in the future. Thank you again for taking the time to share your experience. Feedback like yours is essential to our ongoing improvement.

Response from Exotic NutritionApr 7, 2025

Hi Susan, We strive to make every situation right, and it sounds like there may have been a misunderstanding along the way. While our policy doesn’t allow for refunds on damaged items, we do offer either a replacement or a store credit. If you'd still like a replacement sent or prefer store credit toward another item, please don’t hesitate to reach out to our customer support team—we’d be happy to help resolve this to your satisfaction. Thank you.

Response from Exotic NutritionDec 9, 2024

Daniel - To clarify, you have not been charged for the missing cage. The return shipping costs and restocking fee you referenced only apply to products that have been returned, and do not relate to the missing item. As per your request, we are actively initiating a claim process with FedEx to investigate the delivery discrepancy. We will follow up promptly with any updates or additional information they provide. We deeply regret any confusion or frustration this situation has caused and appreciate your patience as we work to resolve it. Should you have further concerns or questions, please do not hesitate to reach out to our support team directly.