Exotic NutritionReviews of exoticnutrition.com

Response from Exotic Nutrition· Jul 19, 2022

Hi Joel, we apologize that your squirrel nest box arrived broken. We implemented a full refund without return. In regards to the other item from the order that you no longer wanted (which was not broken), it would need to be returned for a refund. Thank you.

Response from Exotic Nutrition· Jun 24, 2021

Hi Susan, we regret to hear that our customer support team wasn't able to offer a suitable resolution for your needs. As per the Terms & Conditions shown on the worm product listing, worms are insured when Next Day Shipping is selected at checkout. Meaning - if you select Next Day Shipping and your worms don't arrive in perfect condition, we will ship free replacements. In this case, since you opted for Free Ground Shipping, the worms were not insured — which is why we couldn't offer a refund. Please contact our team if you have any questions, thank you.

Response from Exotic Nutrition· May 13, 2021

Emily, it seems there is some confusion about this situation, that we can explain now. Please note, you were not sent the wrong size worm. The product photos and description show our size titled 'GIANT' is a 1 inch worm, which is what was sent and delivered. That was confirmed through the photos you forwarded. We understand that this issue here is that you did not realize what we sold was a 1 inch worm, and we regret to hear about that confusion, but that would be the responsibility of the buyer to view the product description. Although you were sent the correct item, as a customer courtesy we issued you a 50% refund of the worms ($10). There was no report about any worms being DOA, so if that is an issue please continue the correspondence with our customer support personnel and forward photos of those. Thank you.

Response from Exotic Nutrition· Mar 2, 2021

Thierry, we apologize for this experience. We acknowledge you paid for Expedited 4-Day Shipping of your live mealworms, and we confirm we shipped using FedEx Express 2-Day Service. As you know, there was a country-wide snow storm the week your order was submitted which delayed all packages, from all carriers, and all companies. Normally our policy does not allow for shipping refunds that are due to uncontrollable weather delays, but as a customer courtesy we refunded you in full. We're unsure what you mean by "no answer, no customer service". You emailed about this issue on Mon afternoon after business hours, and you were responded to Tues morning. Please note that although your town was not effected by the snow storm, FedEx's facilities in route to you were effected, which caused the delay. This can all be confirmed by the alerts on FedEx's website. We see your package was delivered yesterday, FedEx tracking #783775548045. Again, we apologize that the snow storm caused a delay.

Response from Exotic Nutrition· Feb 24, 2021

Original Reply on 2/24/21: Hi Sonja, as discussed over the phone, your package is not lost. Tracking info states it has simply been delayed because of the country-wide snow storm. All packages are expected to continue transit soon and you will receive delivery in a couple days. The 15-day marker is USPS's policy, not ours. We will certainly ship a replacement package if yours is not delivered, but as mentioned we are confident you will receive delivery in a couple days. We are terribly sorry for the inconvenience this unprecedented snow storm has caused, and we thank customers for their patience and understanding. Updated Reply on 2/27/21: Hi Sonja, we see your package was delivered today. USPS tracking #9405516902007815364876. Again, we apologize that the snow storm caused a delay. We hope you enjoy your items!

Response from Exotic Nutrition· Nov 2, 2020

Original response posted on 11/2/2020: Tanisha, we have not received any emails from you about this issue. We searched our system for a 'Tanisha Beattie', but there are no results for that info. Do you have an order confirmation number (6 digit number)? Please paste '[email protected]' into your email search bar to find your order confirmation info and reply back to us. Or please call us at 757-988-0301. Was the $70 order total not known to you in advance? All product costs and shipping costs are shown on the checkout page. And as noted in our shipping policy, the customer is responsible for all customs duties & taxes for international shipments. It is correct that we have chosen not to pay the hundreds of dollars needed to acquire a BBB membership. This is because we do not feel a BBB accreditation is necessary, when hundreds of organic five-star reviews are available on Google, Amazon, and Facebook. While the BBB is certainly one way to determine a business as reputable, the service is considerably less relevant in the era of free internet reviews. Nonetheless, we do indeed have a rating on the BBB website, and that rating is A+. Thank you for reading through this response. We hope you contact us, your business is very important to us. Updated response posted on 11/3/2020: Tanisha, we have found your order and info in our system, order #112585. It was not mentioned that this order was from 7/25/2019 (15 months ago), which is why it was not able to be located originally. We received an email on 12/21/2019 (5 months after purchase), reporting that you had lost a small hardware piece of the wheel. A complimentary replacement piece was mailed to you. We received a second email on 3/19/2020 (8 months after purchase), reporting that your wheel had become squeaky. As mentioned at that time, we do not offer free replacements or full refunds for issues that occur after 8 months of use. We hope this response informs future customers of these policies as well. Thank you.

Response from Exotic Nutrition· Oct 28, 2020

Eleanor Mcclung, we've received your submitted question on our website and have replied twice, but haven't heard back. We searched our system for 'Eleanor Mcclung', 'Mcclung', and '[email protected]' .....but there are no results for that info. This means the checkout process was not completed. Do you have an order confirmation number (6 digit number)? Did you receive an order receipt by email? If you do not have either of these items, that means the checkout process was not completed. You can confirm this by checking your bank statement for any recent charges labelled 'EXOTIC NUTRITION' or 'PET SUPPLIES'. Also, all orders are delivered within a few days of order placement, therefore the fact that you have not received anything further verifies that the checkout process was not completed. If you think our email replies are getting sent to spam, please paste '[email protected]' into your email search bar to find our emails. Or please call us at 757-988-0301. Thank you in advance, your business is very important to us.

Response from Exotic Nutrition· Oct 28, 2020

We regret to hear about your experience. We've checked with our website developers, and there were no outages the week of your review, nor has there ever been outages/glitches. And hundreds of other customers placed orders that week without issue. Please note, upon clicking "PLACE ORDER'", you will be brought to a new page that shows "THANK YOU FOR YOUR ORDER. YOUR ORDER NUMBER IS _______". You will also be immediately emailed an order confirmation and receipt. If you attempt to click "PLACE ORDER", and you do not see this order confirmation page, and you do not receive a receipt by email, that mean the checkout process was not completed. If this occurs, you should scroll through shipping/billing info to check for error notices, or give us a call at 757-988-0301. Thank you, your business is very important to us.