DBD Pet — Attraction in Mountainside

I’m very disappointed and I’ve got hungry reptiles and amphibians. I’ve kind of given up on trying to get any reasonable response from DBD pet about my feeder insects I ordered almost 3 weeks ago. I made my first ever order with them on April 15th after normally getting a bunch more feeders from rainbow mealworms which I never had issues with, but thought I’d try these guys with a smaller order (about $65) instead since I met them at an expo and they seemed very nice and they were located closer for shipment and I like to give my business to nice people! I needed my address updated which they did timely the next day on April 16th-great! They also offered the info to me that my order would go out Wednesday(18th) or Thursday(19th). Cool! Well I didn’t hear anything for a while again so on April 25th I wrote them asking about where my feeders were? They responded same day telling me because I ordered Nightcrawlers they have to wait for them to get in stock to ship everything at once. They said they should be in today or tomorrow and they would ship them the same day they are received. It would have been nice to know that the nightcrawlers hold up orders, But ok now I knew for future orders since it was my first time ordering. I’ll just have wait another day or two like he said...they will be in... well on the night of the 26th (since they said today or tomorrrow on the 25th) I had not news again so I emailed asking if they had been received yet. I never got a response, so on the 27th I requested a refund of my order and to cancel my shipment. I never got a response. On the 30th I got an email saying “Your order will definitely be going out today and we deeply apologize again the order was thrown off due to the expo we had last weekend and the euros you ordered”. I mean this all sucks. I didn’t know about the nightcrawlers so ok, but now because of an expo I have to wait longer? Where is this in the shipping info? I’m about to leave for vacation and have gone to nearby stores to get small amounts of insects to get us all by and I just want to make sure everything was all set before we leave But again I chill out and say ok that’s ok they are going to ship out today (the 30th). I get a notification on the 30th through DBD pet that my order was shipped, but then on May 1st I received an email from usps that a label was created for my shipment? But it had not yet shipped because usps has not yet received the items (the feeders) to ship. On May 2nd I see that the items were received by usps and THEN shipped out. So... I leave tomorrow (May 4th) for vacation in the morning and still haven’t received my insects... I now have to see if my pet sitter will get them from the post office and take them out of the shipping containers and put them into where I hold them, which of course is additional time I have to compensate her for now too... I am so so disappointed and kept trying to give them chances and even through all this can’t give a 1 Star because they at least responded to me a couple times and were nice?....but really... I had even selected on April 15th the “Ship my in stock items within 5-7 business days, and cancel/refund my back ordered products. The refund will be given as in store credit.” But that was completely ignored. I’ve tried being polite so many times with no real reconciliation or good explaination that I just felt my only option was...

I am typically one who promote the small businesses especially ones that provide good quality service. In fact I have purchased from this company in the past without any issues. I was a perfectly satisfied customer. However with my recent experience just last month I purchased 250 crickets (on an ongoing order) And a reptile scale. The order arrived 2 weeks later, the scale was nice and I was satisfied with it. However the crickets arrived completely dead. The Box didn't have any ventilation and the crickets naturally died. When I called them and left a voice message, and an email as a follow up I never got a response back. Since then over a course of 2 &1/2 weeks, i have sent my 5th email with the latest one today and left 3 voice messages and have not ever received any contact responses back. If I can give this review a 0 star I would but it doesn't give me that option. It's very sad that a company cannot reach back out to their customer and acknowledge and rectify the situation. I would not recommend this company as a reliable one to purchase from unfortunately. They seem to not care about the quality service or the quality of their product they provide to their customers. To think I was even going to be an ongoing purchaser. Its super disappointing. My issue remains unresolved and i'm concerned that they have my cc on file to send ongoing product that may or may not arrive in good condition and the business doesn't care. How do business like this be allowed to remain open...

Lied about my order being shipped even knowing I have pets relying on them! Very unreliable, dishonest, disorganized, deceitful and rude! They lose orders, have major delays and sent dead/wrong type of worms. This was a problem before corona and has gotten much worse. I tried to work with customer support after my order was 2 weeks late and hadn't been shipped. He kept telling me they wanted to wait 48 hrs to see if it shipped before they would do anything. I pointed out that it was already late and i have pets relying on them. The the customer support agent disrespectfully said "let's do the math together". He proceeded to do the math and realized the order was guaranteed to arrive weeks earlier and hadn't even been processed. He still refused to accept any responsibility and tried to blame ups !When I refused to wait 48hrs he promised he would "pull some strings" and ship my order priority that day or issue a refund. He told me they send them out priority that day and he personally shipped them. He didn't do either! The next day when I still hadn't recieved confirmation I called again and they had not been shipped he said they were being shipped at that moment. When I said I had been told that before he said that they had finally recieved an order of worms from somewhere else to ship to me and they were going out the door. ?? Never...