I would give them negative stars but there is none so I had to give them one! I bought a item and it’s broke and they don’t wanna refund my money in full they wanna give me store credit and they shipped it broke and there was items that go to it and they won’t refund me and they go to the item that’s broke so now I don’t need the item because it’s broke I would never buy from this company again
Response from Exotic NutritionJul 19, 2022
Hi Joel, we apologize that your squirrel nest box arrived broken. We implemented a full refund without return. In regards to the other item from the order that you no longer wanted (which was not broken), it would need to be returned for a refund. Thank you.
SE
SED
Horrible customer service
Horrible customer service. Sarah in customer service is rude and condescending and it seems she gets her skills from the owner Ken.
100% dead worms shipped with the smallest ice pack ever created and no insulation. Use Uncle Jim's. Better price, product and service!
Response from Exotic NutritionJun 24, 2021
Hi Susan, we regret to hear that our customer support team wasn't able to offer a suitable resolution for your needs. As per the Terms & Conditions shown on the worm product listing, worms are insured when Next Day Shipping is selected at checkout. Meaning - if you select Next Day Shipping and your worms don't arrive in perfect condition, we will ship free replacements. In this case, since you opted for Free Ground Shipping, the worms were not insured — which is why we couldn't offer a refund. Please contact our team if you have any questions, thank you.
EM
Emily
INTENTIONALLY RIPPED OFF
I ordered 250 giant meal worms and then sent me 250 medium. When I contacted them about it, they said that was all they had and proceeded to tell me how to feed and make them grow..... If I wanted to feed and grow them I would've bought the medium ones and saved myself the money. They intentionally sent me the wrong size because "its all they had" and then offered a $10 credit to their store as compensation. Are you joking?! Ya I won't ever order from them again. I had to fight to get a $10 refund and half the worms are already dead. I would rather buy from Petco than buy from this company again. What a a waste of money.
Response from Exotic NutritionMay 13, 2021
Emily, it seems there is some confusion about this situation, that we can explain now. Please note, you were not sent the wrong size worm. The product photos and description show our size titled 'GIANT' is a 1 inch worm, which is what was sent and delivered. That was confirmed through the photos you forwarded. We understand that this issue here is that you did not realize what we sold was a 1 inch worm, and we regret to hear about that confusion, but that would be the responsibility of the buyer to view the product description. Although you were sent the correct item, as a customer courtesy we issued you a 50% refund of the worms ($10). There was no report about any worms being DOA, so if that is an issue please continue the correspondence with our customer support personnel and forward photos of those. Thank you.
TM
thierry M.
30% more expansive and nothing more…
30% more expansive than their competitors with the highest shipping fee ever.... You paid this and back to you... the delivery date is not respect 15 days(I paid $9.88 for a 4 days delivery). No refund no answer in fact no customer service.
Response from Exotic NutritionMar 2, 2021
Thierry, we apologize for this experience. We acknowledge you paid for Expedited 4-Day Shipping of your live mealworms, and we confirm we shipped using FedEx Express 2-Day Service. As you know, there was a country-wide snow storm the week your order was submitted which delayed all packages, from all carriers, and all companies. Normally our policy does not allow for shipping refunds that are due to uncontrollable weather delays, but as a customer courtesy we refunded you in full.
We're unsure what you mean by "no answer, no customer service". You emailed about this issue on Mon afternoon after business hours, and you were responded to Tues morning.
Please note that although your town was not effected by the snow storm, FedEx's facilities in route to you were effected, which caused the delay. This can all be confirmed by the alerts on FedEx's website. We see your package was delivered yesterday, FedEx tracking #783775548045. Again, we apologize that the snow storm caused a delay.
SZ
Sonja Z.
I'm very disappointed in exotic…
I'm very disappointed in exotic nutrition when it comes to customer satisfaction. My order is lost through delivery, and exotic will not cancel the order until it's been lost for 15 days. I was advised to repurchase items and then I can refuse the old shipment if it ever reaches me. I went back and forth with Janene explaining that is not fair to me simply because I don't have that type of money to do that however for them it wouldn't be a loss. I have spent a lot of money over the last 2 years and they couldn't do the simplest option for us both?!? No more!!! I will not order again, there's other company's with same products I need. I think they are taking advantage of people with exotic pets, it's not free shipping, unless you spend $49 dollars every single time. I spend more doing that then them paying for shipping, and I did that everytime I ordered! For a big business like this, it's sad that they treat customers like they don't appreciate them spending money or time at their store. Very disappointed.
UPDATE: in response to you stating my package was not lost but still coming, my point was the way you handled my situation! You would NOT cancel the order that was"delayed"so I could reorder, you told me I needed to wait for that package until March 1st, then you could cancel it.. That was 15 days!! So you can try to sugar coat your response on this review but bottom line your customer support was horrible! When I did receive the shipment, the box was water damaged, and crushed, therefore crushed one of my items inside. I know this is not on you but I'm not asking you to replace this simply because I don't want to deal with exotic nutrition anymore. I stand firm about my review of your poor valued customer service.
Response from Exotic NutritionFeb 24, 2021
Original Reply on 2/24/21:
Hi Sonja, as discussed over the phone, your package is not lost. Tracking info states it has simply been delayed because of the country-wide snow storm. All packages are expected to continue transit soon and you will receive delivery in a couple days. The 15-day marker is USPS's policy, not ours. We will certainly ship a replacement package if yours is not delivered, but as mentioned we are confident you will receive delivery in a couple days. We are terribly sorry for the inconvenience this unprecedented snow storm has caused, and we thank customers for their patience and understanding.
Updated Reply on 2/27/21:
Hi Sonja, we see your package was delivered today. USPS tracking #9405516902007815364876. Again, we apologize that the snow storm caused a delay. We hope you enjoy your items!
TB
Tanisha B.
Horrible Customer Service. Go elsewhere.
Horrible Customer Service.
As like other reviews they magically can't find me in the system.
I messaged them they didn't get back to me. I spent almost $70 total to get it to Canada. I will never buy from them again. That is so much money for a plastic piece of basically garbage at this point. It's not usable. Check out Caroline Storm Wheel. I don't know them personally but I love their wheel. It's expensive but the bearings are replaceable. This it breaks easily and your toast. They aren't BBB approved. The response here shows how they deal with customers. I did call and all they did was waste my time further. You think they would send a replacement if they believe in the products they sell. It was not even usable for a couple months. It was not 8 months at all.
I emailed them previously and had multiple times about the wheel. This was horrible quality that was not used for 8 months. I hope people don't waste their money on garbage wheels. We explained we couldn't even use it right away as our little guy Nugget was too small. It had been waiting for a couple months. Then we used it and it was broken within a few weeks. No worth it.
Response from Exotic NutritionNov 2, 2020
Original response posted on 11/2/2020:
Tanisha, we have not received any emails from you about this issue. We searched our system for a 'Tanisha Beattie', but there are no results for that info. Do you have an order confirmation number (6 digit number)? Please paste '[email protected]' into your email search bar to find your order confirmation info and reply back to us. Or please call us at 757-988-0301.
Was the $70 order total not known to you in advance? All product costs and shipping costs are shown on the checkout page. And as noted in our shipping policy, the customer is responsible for all customs duties & taxes for international shipments.
It is correct that we have chosen not to pay the hundreds of dollars needed to acquire a BBB membership. This is because we do not feel a BBB accreditation is necessary, when hundreds of organic five-star reviews are available on Google, Amazon, and Facebook. While the BBB is certainly one way to determine a business as reputable, the service is considerably less relevant in the era of free internet reviews. Nonetheless, we do indeed have a rating on the BBB website, and that rating is A+.
Thank you for reading through this response. We hope you contact us, your business is very important to us.
Updated response posted on 11/3/2020:
Tanisha, we have found your order and info in our system, order #112585. It was not mentioned that this order was from 7/25/2019 (15 months ago), which is why it was not able to be located originally. We received an email on 12/21/2019 (5 months after purchase), reporting that you had lost a small hardware piece of the wheel. A complimentary replacement piece was mailed to you. We received a second email on 3/19/2020 (8 months after purchase), reporting that your wheel had become squeaky. As mentioned at that time, we do not offer free replacements or full refunds for issues that occur after 8 months of use. We hope this response informs future customers of these policies as well. Thank you.
EM
eleanor M.
My order
I ordered a bag of hedgehog feed around 2-2 1/2 weeks ago. I added 3 day shipping for a package. So I submitted a question to thier website a few days ago and still haven't heard back from them.
Response from Exotic NutritionOct 28, 2020
Eleanor Mcclung, we've received your submitted question on our website and have replied twice, but haven't heard back.
We searched our system for 'Eleanor Mcclung', 'Mcclung', and '[email protected]' .....but there are no results for that info. This means the checkout process was not completed.
Do you have an order confirmation number (6 digit number)? Did you receive an order receipt by email? If you do not have either of these items, that means the checkout process was not completed. You can confirm this by checking your bank statement for any recent charges labelled 'EXOTIC NUTRITION' or 'PET SUPPLIES'. Also, all orders are delivered within a few days of order placement, therefore the fact that you have not received anything further verifies that the checkout process was not completed.
If you think our email replies are getting sent to spam, please paste '[email protected]' into your email search bar to find our emails. Or please call us at 757-988-0301. Thank you in advance, your business is very important to us.
WF
WiKKiD F.
Waited 4 days for a delivery and it…
Waited 4 days for a delivery and it never came only to realize my order never went though in the first place. Great place to shop if ur site would work.
Response from Exotic NutritionOct 28, 2020
We regret to hear about your experience. We've checked with our website developers, and there were no outages the week of your review, nor has there ever been outages/glitches. And hundreds of other customers placed orders that week without issue.
Please note, upon clicking "PLACE ORDER'", you will be brought to a new page that shows "THANK YOU FOR YOUR ORDER. YOUR ORDER NUMBER IS _______". You will also be immediately emailed an order confirmation and receipt. If you attempt to click "PLACE ORDER", and you do not see this order confirmation page, and you do not receive a receipt by email, that mean the checkout process was not completed. If this occurs, you should scroll through shipping/billing info to check for error notices, or give us a call at 757-988-0301. Thank you, your business is very important to us.
