Reviews does not allow me to respond to replies from the business, so I'll add additional details to my response here. The owner is not being honest in his reply. We did have email correspondence after the item arrived and we sent pictures of the enclosure. We expected perhaps some cracks or broken pieces that could be reparable, particularly regarding the heating unit, and he assured us that he could walk us through fixing those. We did receive one cracked piece and a number of dents in other pieces, which could easily be attributed to shipping errors.
What we did not anticipate was what is shown in the picture. Lowcountry Reptiles replied that everything was in order when they shipped it, and attributed the damage to the carrier. But, as you see, there is a wide gap, big enough for a decent-sized snake to crawl through. The gap cannot be moved or adjusted to be closed and glued, as it doesn't fit the window--it was screwed tight like this. There are also no missing chunks of PVC in the box, indicating that the piece was not broken and dislodged in transit. This piece was attached broken and shipped, and Lowcountry Reptiles simply blamed the carrier for the mistake and refused any refund. It's no wonder he has a disclaimer on the site stating he will no longer refund broken tanks. So, guess who has the $500 and who has a broken tank?
"You steal that tire and they call you a thief. He charged you extra for a busted tire and they call that sound business" - John Steinbeck, Grapes of Wrath
I am astounded by the dishonesty of this business.
This guy totally screwed us over. We paid about $500 for a Large PVC snake tank with the heating unit attached. We knew the business owner was not responsible for damage accrued during shipping, but he assured us that he would pack the tank well. But we were sent a broken one that could not have been damaged during shipping. It was made that way and shipped that way (there is no other explanation for the way it was broken), and he would not offer a refund or discount. This guy is a total hack.
Good morning JP/Deborah Simonds. I hope you’re doing well today.
This review is not only inaccurate but also highly misleading.
You (Deborah) emailed me asking about and acknowledging the disclaimer on my website prior to purchasing, which clearly states that I am not responsible for damages caused during shipping. You even just again acknowledged our disclaimer in your review. I personally explained to you in our email correspondence, in advance, the types of damages that had occurred in the past that caused me to put the disclaimer up in the first place. I even offered and did send you step-by-step photos of the enclosure during the packaging process (I can send you those pictures, again, if you'd like me to), clearly showing it was intact and securely prepared for shipment. In fact, I even went a step further and included a free of charge thermostat in case the one installed in your enclosure was damaged during shipping. The enclosure did not leave our facility in the condition you are now falsely claiming.
What you are suggesting—that I knowingly shipped a broken enclosure—is simply, and utterly false. I take pride in the quality of my work, and I would never send out a defective product. The appropriate course of action for any shipping damages would have been to file a claim with the carrier immediately upon delivery, using the photos I provided you with as proof of an intact product, and that damages were in fact caused during shipping/transit. Instead, you waited nearly a month before making a complaint to me (delivery was May 19th, 2025 at 7:21pm. You emailed me on June 17th, 2025 complaining of the damages, a full month after you had received the enclosure), and however long after that to file a claim with UPS (if you even did so), long after any claim could have been processed, I’m sure.
Accusing me of being dishonest or a “hack” is not only severly unfounded but damaging to a small business that works extremely hard to serve its customers with integrity. I stand firmly by the fact that your order was packaged with care, shipped in good condition, and handled with complete transparency from start to finish. I'm sorry to inform you, but just because you don’t believe the damages happened during shipping doesn’t make it so. I’ve provided you with plenty of proof, that I am more than happy to send to you again, that your enclosure left my facility intact, undamaged, and in good condition.
Thank you and have a wonderful day.
For any future customers reading this, please know that I am always available to answer questions and address concerns directly. Do not hesitate to reach out to me personally — I am committed to ensuring every customer has a positive experience.
Amazing customer service and very friendly. Dog is cool too. My go to ace until they close
Thank you for the kind words and 5-star reveiw, Dustin! I truly appreciate it my friend! Fowler says hey lol! Thanks again, and hopefully we'll be your go to ace for many years to come!
Love this store. Always willing to help with anything and my stubborn snakes dinner is waiting at the counter as soon as I walk in.
Thank you so much for the wonderful reveiw, Steven! I truly appreciate it! Always a pleasure chatting when you come in! Can't thank y'all enough for the continued support. Until next time my friend!
Customer service is great, great prices, and super easy and convenient. Ill go there as long as they are open.
Thank you so much for the wonderful reveiw, Dustin! I truly appreciate it and it's a pleasure working with you and being your go to, to keep you animals happy and fed!! I look forward to and can't thank you enough for your continued support and business! Thank you so much!
Lowcountry Reptiles is hands-down the cleanest and most well-kept reptile shop I’ve ever visited. Every enclosure is beautifully maintained, and clearly set up with the animals’ health and comfort as the top priority. You can tell right away that the owner genuinely cares about every animal in the store.
The owner is not only knowledgeable and experienced, but also incredibly kind and helpful. Whether you’re a first-time reptile keeper or a seasoned enthusiast, the owner takes the time to answer your questions and make sure you feel confident about your choices.
One of the highlights is the store pup, who is unbelievably well-behaved and adds such a friendly, welcoming vibe to the shop. It makes the experience even more enjoyable and unique.
And let’s not forget the prices, they are amazing! You’ll be hard-pressed to find better deals anywhere else without sacrificing the quality of care and cleanliness that Lowcountry Reptiles provides.
If you’re looking for a place that truly goes above and beyond for both reptiles and customers, look no further.
Thank you so much for your wonderful and amazing reveiw, Allison! It truly means the world to me to have customers that support us in ways like this! I can't thank you enough for your continued support and I look forward to working with you in the future!! Thank you!
Excellent quality. Excellent customer service. Very knowledgeable. Good people. Great shop. Definitely use them for your feeders, animals, enclosures and supplies.
Thank you, Matt! Always a pleasure working with you and I can't thank you enough for your continued support for us here at Lowcountry Reptiles!
Always healthy looking. Perfect size. Always has on hand. Good price. Excellent customer service. More people need to catch on to them.
Thank you so much for the positive reveiw, Matt! Always a pleasure working with you my friend! Until next time!
Sapphire is loving her new home! She is already part of the family. She loves being held and comes to us when we call her at the window of the enclosure. She is very alert!
Thank you so much for the wonderful reveiw!! It's so great to hear that she's doing so well and has become a member of the family, and I love her name Sapphire!! Please keep us updated as she grows, and let us know if we can do anything else for you in the future!! Thank you!
Very easy to operate and keep clean!
Thank you for the wonderful review! I'm happy to hear everything is running smoothly for you! Let me know if I can do anything else! Thank you!!
Excellent service. Very knowledgeable. Great prices. High quality feeders without big corporate pricing and bs. Great man to deal with. Quality products and enclosures also.
Thank you for wonderful review, Matt! Always a pleasure working with you my friend!!
Excellent quality. Excellent customer service. Quick pickup. Great deal. Michael is a must if you want top quality and service. He's a reptile guy too. That's always a plus
Matt, thank you so much for your positive review! We truly appreciate the kind words and are happy to hear we're meeting or exceeding your expectations! See you next time my friend!
LOVE that Mike has started selling feeders...very high quality and exceptional price...saving a bunch getting Monty's dinner here...we will definitely be repeat offenders. Exceptional customer service as always... We place the order and it's been available for same day pick up.
Sarah, thank you so much for the positive review! It's been a real pleasure working with you and your wonderful family since day one, and we are so happy to hear that Monty is thriving and that we still meet all your needs and expectations! See you next time!!
Great customer service. Quickly filled order. High quality feeders. Will definitely use again and again.
Thank you for your reivew!! Very happy to see we're living up to our customers standards and nothing better than having repeat cusomters!! Thanks again!
Excellent quality. Top notch customer service. Great prices. Quick order fill. This is where you want to buy your feeders, equipment and animals!
Thank you so much for taking the time to give us a review, we truly appreciate it! Always nice to see our customers happy with our service and products! Thanks again!! See you next time!
I contacted Mike last night, 01Dec, about an enclosure. He answered every question I had. Decided to purchase and told Mike there was no huge rush. Today, 02Dec, a little after 1 this afternoon from him letting me know it was ready. Got over to Mike’s house and gave me a tour of the enclosure and even showed me some of his reptiles. Great guy, Thanks again Mike
Thank you for your review, Mr. Jeremy, we really appreciate it! It was a pleasure working with you and being a part of you getting your first ball python! Let me know when you're ready to get the next one haha. Thanks again!!
We are so thrilled to have found Low Country Reptiles!! We bought this enclosure for our ball python, and he is already so comfortable. The customer service has been amazing. Mr. Mike has made himself available to answer all our questions and help us with all we needed to bring Monty home. We will most certainly be loyal customers!!
Thank you so much for your review! It was wonderful working with you and your family and being part of making a great home for Monty! So glad to see he is doing well and enjoying his new space :)
Lowcountry reptiles were very accommodating! We purchased a leopard gecko from them along with this enclosure and are so pleased!
Thank you for reviewing and sharing the picture! The set up looks great, I love the decorations! I'm sure your gecko is super happy! Let us know if there's anything else we can do for you!
I ordered the small enclosure and it was more than enough space needed for my leopard gecko! They were so kind and prompt with the order process..I will definitely be buying from them again! I was picking it up local so they were kind enough to put it together for me, A+ customer service!