Exotics Unlimited — Local services in Kernersville

Sadly this is not the review I wanted to leave, but it is honest. The reason for the 1 star is because I purchased a rare tarantula for 500$ as a Father’s Day present for myself. I ordered her 6/13/25 and received multiple confirmations, even a tracking # on the day of shipment which was 6/18/25. I purchased a large enclosure, substrate, hides, water bowl and had the entire experience planned out. Sadly though things didn’t work out. After paying the 500$ and getting all the confirmations I got a phone call from the owner Will midway through the day of shipment 6/18/25 and he explained that an employee made a mistake and sold the Female to another customer and she was already shipped and gone and there was no replacement. I will say Will was very professional and informative and on the phone call he did offer other species, but due to the rarity and my goal for my set up I couldn’t accept. He did issue the refund in full, because obviously I didn’t get anything, and sent me a confirmation email. He let me know if I change my mind I could reach out for assistance with future orders. I thought about the experience with ver night and I decided I would give the company another shot and buy a unsexed Sling of the same species. It is a risk but it was gonna be worth it. I asked through email if I could get assistance with the order and just waive shipping since I subscribed to their emails and signed up/followed their Palmstreet and planned to support them moving forward. All I wanted was a little discount due to the major let down of losing a rare spider that is very hard to replicate and very expensive and I still don’t have the 500$ back. I sadly got a response from EU’s customer service and that they appreciated my understanding and positivity through this mistake but “no, shipping cannot be waived unless the minimum order is met.” They wished me the best and let me know if I had any questions about the new order to let them know. There was no effort to save me as a customer or proactivity to meet me anywhere outside of their normal policy after a major let down and inconvenience and me trying my best to show understanding and build loyalty. I reached out again asking if any other discount besides the 10% subscription could be offered since I knew they had higher tier loyalty discounts but after a day of waiting there was still no response even though I replied back to the first email very quickly and waited. I did give honest feedback in a polite and professional manner wishing them the best because this seems to be a rarity or at least I hope it is… but I won’t be ordering through them personally again.

Edit to respond: I appreciate your response and I can understand the frustration because I shared it as the customer. There was no communication in regards to trying to make it right after our original conversation and the refund was the resolution. Also the refund was required and not something that should be seen as a benefit that it was done quickly or without question as my product was gone and there was no replacement just other options, but not what I as the paying customer wanted. That was the communication at the end of our discussion. So for me as a customer be to expected to wait longer after creating a new response and request that was declined sadly just doesn’t make sense, but I’m not here to argue or to insult people. I do believe that you all are good people just messed up a business transaction. I am just explaining my personal perspective and experience as a customer like a Google review is supposed to.

Best wishes to you, your staff and your company as I said it seemed like a rarity but...

UPDATE: It’s worse now. They saw this review, lied to say they emailed me but then when I responded I was once again ghosted. They blamed me for not reaching out. But didn’t acknowledge that I stated their number doesn’t work, indicating that I did in fact reach out but didn’t have any luck.

Folks, take a look at how they respond to bad reviews. They blame the person, and have very poor ownership or responsibility. Give someone else your money, these people will gaslight you and try to pull at the “small business” heartstrings. It’s extremely unprofessional to lie and then manipulate. I urge all of you to take a look at these bad reviews and see how they respond. Is this how you want to be treated if things don’t go well? Sure they may have good selection but you’re taking a risk if something doesn’t go correctly they won’t offer a solution, they’ll lie to make themselves look better. This is so shameful.

Original review: Hate to leave a bad review but I’m really surprised and disappointed that the email I sent of concern a week ago hasn’t even been acknowledged. I got 17 spiders through them. I expressed concern for one, and no email or follow up. I do want to say the spider is seemingly ok, as are the others. And prior to receiving the spiders, I attended the live auction where the owner does seem like a nice guy. He did state he doesn’t have any help or not enough help, and I want to make it very clear that I understand that but it’s not a good excuse. This is both an animal welfare issue and a customer service issue, and if you can’t deliver fully on both (or at least make every attempt) you may be doing too much at once. I’d like to hope that the reason this business exists was for the interest and love of the exotics you sell. I don’t think this was demonstrated. If the staff is too busy to do all the auctions and expos and effectively respond, follow up, communicate, you should stop doing so much. Doing a bunch of things at 70% is worse than doing less at 100%. This concerns me for any potential orders I would have thought to place, and I did give a lot of business to them. I’d rather resolve this not on Google but I tried calling the phone number on the website and it doesn’t work. And no email response. Please do better. If you are selling animals and your customers can’t ahold of you afterwards you need to reconsider what you are doing,...

I can't even begin to explain to you the terrible experience that I had with this company. The organization was absolutely horrendous and lacking at best. I purchased eight spiders and out of the eight one of them arrived lethargic and not moving. I followed the protocol that the seller requested making sure I crossed my T and dotted my I. I even have an unboxing video and pictures of the animals once unboxed. However one spider did not make it. The seller drug their feet with a resolution and was not very helpful when it came time to make things right. I was also supposed to receive free shipping which was promised during the live auction that I was watching when purchasing my 8 spiders. That was a nightmare as well. I inquired about the free shipping shortly after the live to understand better how the procedure would work. I was told that it would take a little bit but the refund would be handled automatically. Let's just say I had to open up a case with the live streaming platform to get not only a refund for the spider that died but also just to get what was rightfully mine which was the shipping fee refunded. After I mention to the seller near the end of this all that I was going to leave feedback that reflected my experience they decided to block me keep in mind I never said anything unprofessional or out of line. The seller just is not want to take responsibility for the animals that they send. I'm happy to share the whole conversation with anyone interested and pictures of the spider that...