Most helpful customer reviews
8 of 8 people found the following review helpful.
Arrived DAMAGED, 3 TIMES.......
By R. Broderick
UPS came to pick up the 2nd damaged on while I was at work. Of course, they can't schedule a pick up with me (They can businesses)but they tell me that the drivers route doesn't vary much so they should be there the same time Tuesday around 2:30PM (today). So I TAKE OFF WORK at noon to be sure I'm here when they arrive to pick up the broken shipment. Do you think they arrived around 2:30? NO.
Amazon actually calls me around 4pm. My order has been CANCELED. UPS noticed the item was broken when they were loading it into the truck to deliver. (At least they are now aware!) So not I have no choice but to take the refund. Amazon so far has been very straight forward and upfront with me. They need to verify stock, so if you are looking at this page today, you will see that the item is flagged and can not be ordered thru Amazon until their review is complete. (AS OF TODAY 2-4-14)
Amazon also said they would call me directly when this was resolved (the rep did call me to advise me directly about the shipping problem rather than let the auto text tell me my order was canceled) and let me know the item was ready for delivery and in stock. She also said to me that they would work with me on the price if it should happen to go up in the next month or so. I hope this is true. I hope I get it for the current price of two hundred thirty-nine dollars with Amazon Prime shipping. I feel this is the least they could do, as I was shipped 3 defective/damaged items, took time off from work to be home and make sure my item was returned per their instructions. I also emailed them detailed pictures (That I can't seem to be able to post here) that show the damage and how they are shipping it wrong. Lets not forget the hassle, the headache and the anger of not getting what I wanted, when promised and in a useable/new condition.
At around 5:15pm, UPS finally arrives and takes the damaged terrarium away. They were very apologetic and professional. I also explained to him what is going wrong with the item in shipping, just in case they ship another later.
Now I wait.
Another delay in shipping, this time they deliver the item to the wrong warehouse further from me.
UPDATE: 2-1-14 Received another email last night stating my order was to be delivered today (Saturday) as promised. The order was delivered around 10:30am while I was away. The second package had labels for "THIS SIDE UP" and "Handle with Care" Unfortunately the labels were on ALL the sides, so how could anyone tell which was the actual way? The answer is simple. THEY DON'T The second one arrived damaged and broken. I did open this to get a peek and what I saw says a lot. I believe the issue is not the boxes, or small foam pads used to protect the inner box from the outer. I think the issue is the fact they are shipping these items HORIZONTALLY and not VERTICALLY. This is a TALL cage and has two long glass doors. It is these doors that are breaking away from the frame. The outer glass 'shell' appears to be fully intact, but it's the doors that broke off. The left door separated form the hinge points and was loose in the inside of the terrarium. The right door faired worse and not only had fallen off the hinges, but had broken into several large shards of glass. The frame and hinge locations on the main housing were scuffed up a but, but not broken. This tells me that in my case, because they shipped it on it's side, the doors are allowed to bounce during shipment. As mentioned by others, the hinges are plastic and not super heavy duty. (But probably adequate for the intended purpose) during shipment, the doors bounce over bumps during handling and such. I think the solution is a simple fix. MAKE SURE the terrariums are shipped in the proper orientation, VERTICLE in this case and place some Styrofoam or other barrier INSIDE the enclosure to support the glass doors so that minor bumps and such do not cause premature hinge failure. ARE YOU LISTENIG AMAZON? How about you EXO TERRA? (The outer box on the second one appears to be the same as the first, upon closer inspection, (It was daylight) the outer box is ALSO from Exo Terra, and had info about model and such. It appears this is how Exo Terra ships these to amazons warehouse. One last thing...The first one was delivers via UPS. The second was via FED EX.
UPDATE: 1-31-14 Just received a text from Amazon stating "Your package with .... is delayed by the carrier. Please check with the carrier for updated delivery date"
EDIT: I'm not sure why, but I am not able to upload pictures.
I will post a proper review of the item itself when I finally get it. I wanted to post my experience with the UPS delivery of this item, for others to read before attempting to purchace, and how it was handled.
UPS delivered this to me this evening, and I was waiting for him. The box was shuffled and moved off the truck, and dollied up to my open garage. Having read the reviews prior to ordering, I was not going to just let him go without opeing the item. The outer box was slightly crushed, but intact. The inner box was OK. The UPS guy laid the item on its side (this has heavy glass doors that could/ probably broke due to being shipped and bounced on it's side) As he did you could hear the glass rolling around in the inner box. I didn't open it any further as it was definately broken. I refused the shippment and the driver hauled it back into truck. Within the next hour, I recieved two texts from Amazon, one saying my package was refused the other about 20 minutes later stating the package was already heading back to Amazon. wow. That was quick.
Never having refused an Amazon shipment, (I couldn't carry this myself and drop it off to return it) I wasn't sure what to do. I had a heck of a time contacting Amazon. I wouild have thought it would have been easier. Maybe it was just me, but searches and links lead to places that would not answer my questions or just allowed me to print a return label. I had a few errands to run and when I came back (1.5 hours later) finally got a hold of them. Apearantly you have to link the contact link and navigate to where you type in your phone number for a call back or start a chat or email. I entered my number and was called within 10 seconds. I was connected almost instantly to a live person who spoke clear English! My customer service person was named Sherone. (I hope I can use her first name because he was OUTSTANDING and deserved recognition!) Within a few minutes, she verified my order was on it's way back via UPS, and arranged a replacement that will be sent priority (as well as be packaged better and marked accordingly. I got an email with a order number and other information from her while I was still on the line. She listened to everything I said and was very apologetic. She made this right for me. I'm expecting my shipment Saturday, (I missed the 5PM deadline for overnight shipping which I would have gotten had it not been so late) and hopefully all will be well. I have posted a picture of how this was delivered to my home.
The item I bought was sold by Amazon. Part of the blame I believe should go to them for such poor boxing of an obviously delicate item with no FRAGILE labels or "THIS SIDE UP" labels. Part of the blame should go to Exo Terra as the inner box was in no way marked fragile. I'm also going to thro UPS in the mix for what I believe may have been improperly transported. (on it's side)
FYI, if this happens and you wait too long, the option to rate packaging is removed.
17 of 17 people found the following review helpful.
Great to have, but some caveats
I was *very* happy to see a larger cage like this is now available without a custom build -- so, I could just order from Amazon. Sweet, and big thanks to ExoTerra for making this happen.
My boa is happy and vigorously exploring all the new vertical space. All in all, it's a big win. But, some room for improvement:
- The top of the enclosure and locking mechanism is a little flimsy. My snake has poked around and I don't think would ever be able to get out, but it would be great if the top were a little more sturdy like a traditional smaller enclosure (solid wood instead of pliable plastic).
- It took two shipments to receive it intact. On the first attempt the glass was broken when the large-item delivery company got it. Thankfully the shipping co. noticed it so didn't have to deal with that first hand, and Amazon made it pretty easy to process the return and get a re-delivery.
- When the 2nd one arrived it had a couple of things out of alignment due to transit and took some wrangling to get it set up right.
- I wanted to suspend a climbing hammock from the top of the cage - there wasn't a straightforward way to do that. In a smaller cage I attached it to the screen wire, but the top & screen on this model isn't strong enough to support that. I rigged it up successfully with a board across the top and some twine small enough to fit under the top screen when it's closed -- but it wasn't a slam dunk.
So, I see why larger enclosures like this weren't readily available before. However, I'm very glad to now have it and it's a huge upgrade, so am happy and would recommend going with it vs not if you're on the fence. It would be great if future versions were put together a little more solidly though.
10 of 10 people found the following review helpful. See all 30 customer reviews...
It is what it is ....
I've had this terrarium for about two years. I'm adding this review now to let future buyers know what they are getting.
The Good: It looks great when all set up, especially from a distance.
The OK: As another reviewer pointed out the back wall is Styrofoam. The problem with this is it sheds if your creature is a climber and each time you remove it (twice weekly for me to change the substrate) the fit gets a little looser. I now use wooden wedges to keep it in place.
The Bad: As pointed out the frame is thin plastic, same for the hinges. Twice a door came off. First time I caught it, the second the glass shattered as it hit the floor.
(Exo Terra to my surprise and great relief answered the phone and shipped another out next day air, free of charge.)
If you need a heat source emanating from the top (as I do for our bearded dragon) you can not use the included screen top as it has two plastic supports that would melt. I got around it by resting the 4 bulb halogen fixture on the top rear (preventing the dragon from escaping) and letting the basking light and heat emitter hang down into the terrarium, secured with duct tape holding the cords in place on the back wall. Its works, though heat escapes through the open air top.
In conclusion, considering the lack of options out there, this gets the job done. I'd prefer to pay a little more for better quality but this seems to be the best there is absent of a custom made tank.
This review was written on October 13, 2013.
(I won't tell you about the shippers handling or how many tries it took to get one here in one piece or I'm afraid this review won't make it to your eyes, but will say another reviewers comments about this are spot on. On a positive note, Amazon Customer Service just sends another (and another) no questions asked.)