Lay-buyed a baby bearded dragon for my son in 2018. Had severe health issues and they sold the dragon without speaking to me. I received a message on my voicemail and when I called back the store manager, Bev was unbelievably rude, verging on nasty to me because it hadn't been collected in time.
When I returned to get my refund they couldn't find the original lay-buy in their book. The next time I went back in January 2019 I found my docket and my lay-buy was located for a refund. I decided to put the money toward a baby eastern long-necked turtle for my son and purchased other items.
It was due to be picked up January 17th, 2019, as I needed to set the tank up for the turtle. I was told upon purchase that a boarding fee would apply if it was not collected by that date.
Unexpectedly a number of things occurred to delay the tank set-up by the 17th. I received a message from Abby (the girl that took my purchase initially) telling me that a $15 boarding fee would be payable as it wasn't collected on time. When I called the store back I was informed it was to be $15 a day for a turtle the size of a fifty cent piece that I paid $120.00 for and was in a tank with other turtles.
I requested justification for this exorbitant fee by email and gave my address but this was ignored. Days later I received another call informing me that my "boarding fees" were up to $90.
I was refused to be allowed to collect the turtle as they put all sorts of stipulations on me collecting the turtle which meant they kept collecting their "boarding fee". They were unable to justify their method for charging this amount and I have been left with no option but to follow up with consumer affairs and VCAT. I hope to collect my son's turtle (which I own, as it's paid for in full) and never have anything to do with them again. They are very friendly when taking your money but completely unethical, rude and hostile in other matters. I recommend any other pet store. read more