reptilebasics.com Reviews 

Made a mistake on an order and got the wrong size of heat tape. They claim it is not returnable since it’s a “custom cut” which if I am ordering the maximum length, the company would easily be able to resell that. To top it off I ordered the correct size and asked to cancel the order to make the original order work. Customer service response was so slow (most likely to prevent the cancellation) it was already processed and cut and shipped. Some of the worse customer service possible.

Have ordered a dozen times from them and never an issue. They do not take back bulbs, nobody does except petsmart. Who wants to risk getting a used bulb? Other than that, shipping and packing is top notch. Double and triple check your cart for everything before placing the order. Bulb sizes and measurements are important.

Purchased two lamps this weekend. Billing and shipping address were the same. He send a spam like email requiring an ID with the matching address. I advised we haven't updated our addresses since our move, but was happy to provide proof of address and names with electric bills, bank statements, and even on the assessors page. Now he has a copy of our ID, and our money. Seems like a scam.

Horrible customer service. went back-and-forth with Bobby and when I started asking questions that he didn’t like he stopped answering. then when i followed up asking if he would answer my questions he just daid “i already did”. i had a problem with the radiant heat panel i bought from them. i spent over $100 on it and says lifetime warranty, but he refused a refund even though my tank is not getting above 68°. he blamed it on me, saying the probe is in the wrong spot and that the heat panel only works for a 2 foot tall enclosure. when I asked where on their website it says that he stopped answering. Nowhere on the site does it say there’s a hight limit. I even read the instructions before buying it, but he gave me the runaround and then stopped answering. very terrible customer service would not recommend anyone buy from here.

I would give this company a zero if I could. Went back and forth over several weeks with Bobby trying to get an answer about the warranty on my heat panels. Bobby kept trying to place blame on something I did wrong instead of standing by their product. I Installed them correctly and never messed with them again. Then one day noticed both of them had cracked. He said almost word for word the same thing to me he had said to others that wrote bad reviews. He said this has never happened to anyone before, LIE!!!! He kept telling me I need to send them back so they can repair them after he wasn't taking any responsibility. I was reluctant to spend the money to mail them back but I did exactly as he said, I filled out the return form and mailed them back. I emailed Bobby when they were delivered and his response was "can you tell me how the panels got broken? this is not something that happens with normal use" We had already gone over this in past emails with pictures and explanation so I don't know why he asked me the same thing again. I responded and then heard nothing for another week, emailed again nothing another week, emailed a 3rd week and got the same response!! I now am assuming he just jerks people around and goes as far as making me give my heat panels back. I got no refund and no heat panels. After reading several bad reviews I realized other people had issues with these heaters and this company as bad as setting someone's house on fire. I did not want these in my boa cages anymore. I purchased new heat panels from Pro Products and have been very satisfied with them. DON"T BUY FROM REPTILE BASICS, YOU'LL REGRET IT!

One of my bulbs I got from them went out in only two months and they wouldn’t offer any help because of the “fragile nature of the bulbs.” Then don’t sell a product that dies so quickly and easily before its intended lifespan even when used correctly?

This company will sell you a product with a lifetime warranty and then won’t answer the many emails when the warranty time comes. Should of read the google/facebook reviews this is their MO and have ghosted many people before. They had a working number at one time i spoke with them some years back but that no longer works and they don’t allow you to message them on facebook or instagram (Sketchy in every way)…..Be extremely careful with this company search around before spending your hard earned money with reptile basics ….YOU HAVE BEEN WARNED!!!

Reptile Basics has gone completely downhill. I suggest finding a better company to work with. Placed an order almost a week ago, the order has no updates and doesn't even show up on my account in order history. Money was taken from me, and cleared. Reached out and was told by a "Bobby" there isn't anything they can do.

Filing with CC Issuer for a refund due to the incompetence of this supposed business.

I had an issue with Reptile Basics. I had ordered 6 or so times in the past. This time it has become a personal vendetta to whoever this Bobby Agner is. We had words because she never replied to help me get their thermostat set up on dimming. $120 and no advise, none, zero. Home page says how they will give you all this advise. False advertising at its best. Many emails from me no reply to my question. I had 2 orders after the stat. I should not have but they usually ship fast. She cancelled the one order and refunded as i wanted something changed. No explanation just cancelled and refunded. Rude huh? Oh that personal vendetta.I then was told when I emailed about the cancellation (answered that one ok though but not the set up of their product) that they can’t amend an order. I reordered and they held that order 3 days I am going to bet on it that it was on purpose. So something was then out of stock. The reply I got instead of what to order in place of it was “unfortunately it seems we are not able to help you.” I figured out myself what products would work and placed my last order. I had to ask again if this was being shipped and it finally was however Bobby Agner blocked my account after it was. I cannot see my past orders as I can’t see my account nor order again not that they deserve a dime. The point to this is, they are a business offering products to the public, they cannot legally pick and choose their customers! I see I am not the only complaint. I posted earlier but never got the email confirmation so I am using a different email as I want this posted here and it will go elsewhere. Horrible horrible customer service! I see I am not the only one!!

This used to be a great company. I got out of snakes for a few years, so I went to to them first when I got back into snakes. WOW - what a let down. They refused to ship my order because I had the PO BOX behind the street address, so I told them to just delete the PO Box and ship to the street. (Their system took my address as submitted.)

I eventually had to tell them ship or refund because they were too incompetent to figure it out.

I ordered from Vision instead. I haven't had ANY issues with them. Don't waste your time buying racks with RBI unless you like incompetence as a policy!

Wanting to see if I was double billed for an order and the guy on the phone, instead of looking the order up, made the interaction very difficult by insisting I send an email rather than him looking it up while we were on the phone. Then proceeds to suggest that I am unreasonable for wanting this information as we spoke. I would not recommend this company for anything whatsoever!!

After only one year the Reptile Basics / Vivarium Electronics radiant heat panel started failing, and was no longer able to consistently hold the needed temperature. I contacted them thinking it would be a simple matter of replacement since they state they have a lifetime warranty, but their customer service was exceedingly unhelpful. I spent many emails trying to explain to them the dropping temperatures, and they simply refused to acknowledge it, reminding me that their warranty is "at their discretion". It is a very expensive device and now I have to replace after only one year at my cost. In the process, I learned that this device is not UL certified for safety, which means if it catches on fire (google it, it has happened) and burns down your house, insurance will not cover it. I will definitely not be buying this one again, I'll go with another.