Report: #601634

Complaint Review: Turtle Shack

  • Submitted: Mon, May 10, 2010
  • Updated: Mon, June 06, 2011
  • Reported By: Jamison — Calhoun Georgia United States of America
  • Turtle Shack

    United States of America

Show customers why they should trust your business over your competitors...

his website will con you into making a "cheap" purchase of live animals without clearly outlining that you cannot use ground shipping to ship animal. It is only after the order is placed that you get an automatic email stating that you have to upgrade your shipping to 1 day (@ 30 bucks). If you cancel your order after the fact they will charge you a 20% restocking/processing fee. The order was never officially processed or packaged. In an attempt to get my 20% back they were very rude and used profanity. 

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This report was posted on Ripoff Report on 05/10/2010 12:38 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

They may have gotten a refund...

AUTHOR: Sarah - (USA)

 Did they really get a refund? I ordered my turtles over a year ago and never received them or a refund. Last time I attempted to contact your store I was hung up on. Still waiting for my refund or my turtles. Well, my refund. As I ordered them so long that I have since relocated.

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#2 REBUTTAL Owner of company


AUTHOR: PDVZ738 - ()

I'm.glad I read this.I almost.spent 200 dollar's on a turtle, I'm going to try a different site! there prices seemed kind.of high anyway and that restocking fee I read about is ridiculous thanks again.for posting


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#3 General Comment


AUTHOR: TurtleLovers - ()

First I would like to point out to the that everything except for you "screen name" is confidenial. So if that turtle in the photo isnt one from your place of business then how would you even know who was writing the report?

Sencondly I would like to put on record right here, right now, that you have TERRIBLE customer service. It is very clear to everyone that you rip off that all you care about is money. Not turtles, not customers, just money. I am personally against animal abuse/neglect. From my PERSONAL experience from the company plus all of the reviews that I have read in regards to you people seem to always send sick turtles to people. In my opinion the animals are more important then your customers but in order for a company to run efficiently the customers should be improtant in order for you to make the money.

Quite francally your representatives are very rude and ignorant. If you hired them because their family or friends (which is the only scenario that actually makes sence as to why they are still employed) Then I suggest rethinking the decision of having them work for you. I have NEVER been so apalled by any customer service in my life. Rude people that don't solve any problems. 

You can get as mad as you want for people speaking the truth, but you can never stop them. Because the truth of the matter is that you people are scam artists who don't treat your animals humanly no matter what you try to lie by saying. It discusts me as well as many others and it is our RIGHT to speak out against you, and to try and stop other people from going on with this monstrosity you call a business.

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#4 Consumer Comment, and their up surd customer service.

AUTHOR: ashosaurusrex - (United States of America)

I have had similar issues with this online company like Jamison has. As far as a 20% processing/restocking fee, I ordered my turtles on Thursday, which, by the way  means that my turtles wouldn't have been shipped until the following Monday!! So when I called your companies toll free number on Saturday, please inform me of what processing or restocking you did, because obviously you didn't touch the turtle, and wouldn't have touched them until Monday. Also, when I had canceled my order on Saturday, because I was so disappointed and upset with your company, your representative was one of the rudest people I have ever spoken to, which if you haven't noticed, its not good to hire rude people especially if their representing your company. I was also never informed over the phone by your rude employee that there was a 20% fee, which is part of the "customer service" portion of your employees job description, she also disconnected with me. I was extremely upset over the phone, however, I never once raised my voice (she did), I never once used profanity, and I never would have disconnected on her (she did.) I worked in a call center for years, if someone in my center would've acted like the woman I spoke to, they would've been immediately walked out of the office and discharged. The way you mislead your customers, with your "AWESOME LOW PRICES!" is sickening.  I will never purchase a thing from this website, I have already reported them to the better business bureau, and just an FYI, your website, as well as your company is the epitome of terrible. Hopefully this company gets closed down for its terrible service, and for selling turtles to people as pets, when they are not to be bought as such, as i did research for this website, and all the reviews i've read, none have been good reviews, and all the customers bought the turtles as pets. Your webiste also isn't a Facebook page, you cant just reject a testimony because it wasn't good, after I wrote my testimony, i recieved a sentence that said, and I quote "Your testimonial has been successfully submitted and will be added to our other testimonials as soon as we approve it" Oh, okay, well obviously only the god reviews get placed on the website, your customers deserve to know the truth, and you wont have it, I'm pretty sure its just your employees who write false reports of how "GREAT" and "AMAZING" your company is. You people make me sick.
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#5 Author of original report

Very Good Quality!

AUTHOR: bankerfromboston - (United States of America)

These guys are great at customer service!  I love this site and would wish to see more follow in their footsteps.  

Keep up the good work!
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#6 Author of original report

Great site!

AUTHOR: bankerfromboston - (United States of America)

I love these people!!!
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#7 UPDATE Employee

AUTHOR: Turtleshack - (United States of America)

First, I would like to begin by saying that this is a blatant misrepresentation of the facts. Second, I would like to acknowledge that this individual did in fact receive a full refund for his transaction. Thirdly, the pictures posted with this customer;s complaint are not of an animal that this individual recieved from our Company. They are a mere fabrication to make this misrepresentation seem believable. And finally, all of our terms and conditions are clearly disclosed for each and every individual to read, before processing their order for shipment. In fact our site even requires that these aforementioned terms and conditions are read and agreed to, before an order can be successfully submitted. These terms and conditions clearly state that a failure to read does in no way make them null and void. This customer's desire to obtain an animal from us was so great that he blantantly ignored all the necessary information regarding shipping practices for live animals. Here at we do our very best to provide high quality reptiles at the lowest possible prices to illustrate to our customers that we value their business. With that said, all live animals are required to be shipped using Next Day Air service. This requirement is established with the animals well being in mind. Unfortuantely, Next Day Air shipping can be somewhat costly, in comparison to a shipping method that may keep your package in transit for 7 days as it travels through several states in less than optimal traveling conditions. Regrettably, we are not willing to expose our animals to these inhumane and horrific shipping practices, in order to save this individual $20-$30.  As I previously stated, this idividual was issued a full refund for his purchase. At absoultely no point did any representative from our company use profanities or treat this individual inappropriately.  Nevertheless, I have received multiple emails from this individual exhibiting the same behavior that he has accused others of. The oversight provided by Rip-Off report should be more two sided. I understand that it is impossible for your organization to investigate all reports filed, but their should be some level of ovesight, before future blantant misrepresentations occur.


Sincerest Regards, Team Member

Tori Andrews

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