** OLD USA ** DEPRECATED

Bad customer service

Every thing came good but the sand had a hole in it lost about half bag but that not that bad was in box just dumped it from box in cage. The bad part been trying to find out how to exchange a bulb that was wrong size and no one will contact me back but I get these reviews so here

I'm on the fence about my experience so far. I ordered a Mist King and a bunch of accessories on 11-8-18. On 11-13 my order was still listed as processing on your site. I emailed your support and Hailey was extremely helpful. She explained that the system was out of stock but should have been arriving on 11-14 and my order would ship as soon as you restocked them. It would have been nice if I didn't have to reach out for that information but Hailey was very quick to respond (and send a 10% rebate code for my next order) so it was acceptable. It's now 11-17 and as of now my order is still listed as processing. I know there has been inclimate weather across the U.S. so I understand if that's the case but an update would be appreciated. I purchased from your site quite a bit in the past when I had a bunch of aquariums and generally had good experiences. I don't want one experience to sour me but I ordered nearly $200 worth of merchandise 9 days ago that last I heard should have shipped three days ago and the only update I got I had to ask for.

On a Friday, I placed an order for a new misting system from JF's. They did not have an item in stock that I needed, so I found Big Al's. Al's had the item in stock, for only $1 more. I chose to add enough items to get free shipping at $75. One of those items was live crickets. On Monday, my Josh's Frogs order, with free shipping on all dry goods, arrived. Monday was also when I received the first email from Al's with tracking info. My package wasn't yet on the way, but at least was in the system, and scheduled for delivery Friday. I had the order shipped to my office, as there were live feeder insects. Armed with a Friday shipping date, I took Tuesday off, and my box of 500 crickets arrived while I was gone. I picked them up on Wednesday, shocked to see such a tiny box. At home, I emptied the box into a clean tote, and took a picture so I could count them. There is NO way there are 500 crickets. I will count them later, but my estimate is 200. There was no potato, or any other source of water. They were nearly $37. Thursday, our delivery was updated for Monday. It literally would have been cheaper and faster to let this product go back in stock at Josh's Frogs, and then ordered from them. I had no intention of even contacting Bug Al's. We were willing to just eatit, but we received a survey request, days before we ever even got our order. I did, prior to getting the shipping notification, ask the help desk if there was any shipping eta, as part of my shipment was live, and we hadn't gotten any notice. They simply told me the best source of info was my shipping email. They didnt even bother to look up my order and warn me it would come in two parts, a week apart.

I LOVE your prices BUT, after you add your shipping costs (for heavy items!)..you're too expensive because you're competing with Amazon! Sorry!