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!