"order at your own peril - my experience doesn't even merit 1 star"

First time using this online store - urgently needed some ceramic heat emitters, which they appeared to have in stock, so ordered 4, before the 2pm cut off for the same day shipping advertised on their site. Also paid the extra £5.95 for next day delivery. Money was taken from my account, no order confirmation received (in fact, no contact whatsoever). The next day came and went, no delivery. Called the number on the website, only an answerphone, left message, no callback. Second day post ordering came and went, still no delivery. Still only able to leave a message on their answerphone, with no callback. Sent a message through their website asking what was going on, got no response. Now on third day post-order, and have received no response to my phone message, enquiry through website, nor email - I have now requested a full refund which, if not received by end of business today, will force me to contact my bank's fraud department for reimbursement, and leave the bank to fight it out with the supplier (of course, I have also not received a response to this email either). Classic case of buyer beware - due to time pressures, I did not check the reviews of this place prior to ordering, and sadly have subsequently seen that others have had a very similar experience (or worse) to me. Order at your peril; there are far better, efficient and professional alternative suppliers out there.

Edit: 1 week after ordering, refund received - 9 days after ordering, first communication received from vendor stating refund had been processed. Avoid like the plague!

"Don’t use this company!!"

Their website has a 5* Trust Pilot image on it, what a joke.
Paid £6 extra for next day delivery but nothing arrived. No answer on the phone, just voicemail so I had to politely chase via email. Received an email the next day. No apology nothing just ‘you didn’t pay for Saturday delivery’.
Someone needs lessons in customer service.
Then to top it all a few days pass and I get a refund from PayPal. No information, no email explaining why, no contact, nothing. I still don’t know why. I emailed to ask if there was a problem as again I couldn’t get through on the phone but surprise surprise, no response.
I wouldn’t trust these incompetents to run a bath.
There are so many better companies out there, don’t use this one.

Edit - 5/7/23

If you read the response from the company, you’ll understand what I’m talking about. Couldn’t be bothered to tell me anything until I complain on here and looking through the rest of the reviews they make a habit of just cancelling and not telling customers why. Awful company.

"Never again!"

Ordered some items for our daughter to set-up a new viv fro her new lizard and some new thermometers for other vivs-

1) - Thermometers were missing;
2) T5 UV tube came broken (smashed)
3) wrong T5 controller was delivered

Contacted them via their online "contact us" and via email - but no response.

Had to open a dispute via paypal - still no response from them.

I don't want a refund - I want what i ordered.

"Be Very Very Wary"

I ordered an f10 disinfectant refill and 2x lucky reptile wire mesh basking lamp covers (as spares) as the website stated in stock and allowed the purchase.
The parcel arrived but just the f10 the enclosed packing note stated both items so I emailed to advise that the mesh were missing the eventual email reply was "the mesh are out of stock do you want the bigger size" ha ha what is the point of that because they wouldn't fit but more importantly I was NEVER informed that the items were out of stock and I had to do all the groundwork and ask for a refund he doesn't know the meaning of the word "service'

"Why the low stars? They’re great"

I don’t usually write reviews but I was very tentative buying from this company due to these trust pilot reviews.

A Mistking starter system for 75% of retail price was just too good an offer to not give a go.

I ordered and it arrived next day as stated and in perfect condition. The delivery service even gave live updates.

I can’t speak for anyone else’s experience but I’d say they’re definitely worth a punt if you’re unsure.

"I bought Spanish Moss and when it…"

I bought Spanish Moss and when it arrived it looked rather dry and dead. I attempted to revive it but no joy - I do have other Spanish Moss so I am accustomed to keeping it - so I asked for a refund. The advice was that it had been shipped dried, and would revive. It didn't, and I have now thrown it away so a complete waste of money. I appreciate that it was maybe sold as being for backgound for a reptile tank so maybe I'm being a bit unfair in expecting it to be thing of beauty in its own right, but my review is fair and should be considered by anyone thinking that this plant will look good dangling around the home.

"0 Communication and no item"

I got no idea what the hell they are doing. I ordered some White Python Ceramic holders that still to date show in stock on their website. I ordered them with Next Day delivery as I required them urgently.

Last night I receive an email from APC (courier) about the delivery so I thought I was lucky given the current reviews.

Today no delivery. I rang APC and asked what happens and they told me they have not actually received the item and that ORS merely created the consignment.

I checked my email and found a CREDIT NOTE in my inbox (by coincidence dated pretty much half an hour before I rang APC) with 0 information or communication as to what happened.

So yay - I got my money back but still, I would have preferred the item as I counted on it.

Despite showing in stock and offering next day delivery - it appears they do 'Drop Shipping' - so likely order from Supplier once you order online and I know for a fact that White Python has currently stock issues which is why you cannot get it anywhere.

Should have guessed the 'in stock' message online is just a joke.

Never again.

PS: Of course no one picks up the phone there. As expected based on previous reviews.

"No confirmation/order emails - then order refunded days later"

Placed an order and had no confirmation/order emails, no big deal I thought as long as the items turn up, I can sort that later.

Several days after placing the order I received a paypal notification to say I had been refunded for my order. No contact still AT ALL from Online Reptile Shop to say why. Nada, nothing.

Will not use this joke of a company again.

"great service"

great service - although their SPAM filter is a bit to sensitive. Ordered a T5PRO kit Desert and got the Dragon one, called them and within 2 days the right bulb was delivered. Top notch.

"Worst reptile shop goinf"

Brought vivarium it came damaged, been in contact with them and its been over a week and still not received a replacement, has to open dispute with bank for money back. Please shop elsewhere ie, swell reptiles, Internet reptile. There is only one supplier in the UK so they all use the same