Cautionary tale. We have been going to the Serpentarium for years ( pre fire and now post reopening) for our Kevin, Leopard Gecko including multiple boardings. We are Kevin's 5th and final owner. He is a wonky guy that suffered as a result of nutrition & neglect issues from his previous 4 owners resulting in a lean & neurological issues. He is content with us & we love him. Husband went in to make a boarding reservation in person on Sunday, 7/7/24 as I had been told reservations must be made in person. In person is how we have always made reservations with them & they have always required prepayment. Not a problem. My husband sent me a screenshot of the reservation form that showed 7/24-8/6 and prepaid the $300. On 7/24 I called the Serpentarium as google was searched for their hours, it showed they were to be closed on 7/24. I left a voicemail. I messaged them on Instagram at 9:06 am. I messaged them on Facebook 7/24 9:04 am & received an automated response stating "visiit us any day from 11AM to 7PM". I went to drop Kevin off 7/24 11:00 (ish) am but the Serpentarium was not open. I left them a voicemail at 11:06 stating we are here to drop off Kevin. I waited & at 11:10 contacted DFW Reptarium to arrange last minute boarding for 7/24-8/6/24 for Kevin & thankfully they had availability. I left a voicemail 7/24 11:36 am for the Serpentarium requesting a call back and refund of our $300 that we had prepaid on 7/7. Our trip out of state was for 7/25 at 7:30 am through 8/5. While on vacation, Arturo from the Setpentarium called me on 7/25 accused us of "abandoning" Kevin the leopard Gecko. That we dropped him off 7/3 or 7/5 and never picked Kevin up. Keep in mind our reservation was through 8/6 so how could it be abandonment????? I explained Kevin was at a different business, the Reptarium, as the Serpentarium was not open on the scheduled day of boarding. Arturo stated they would "investigate" and call back. Arturo called to my husband's phone on 7/28 and my husband handed the phone to me. Arturo again stated we abandoned our Kevin and they would not be refunding us. He stated "they" had reviewed the security footage from their store that was sent to them by the owner in California and it shows my husband coming in and dropping Kevin off. I asked them to send me the footage. They declined. I asked if I came in on 8/6 could I view the footage. Arturo said yes. I asked when the mystery lizard was dropped off. Arturo could not get the date straight stating both 7/5& 7/3. I explained I would bring my husband's passport to show it was not him. On 8/6 our daughter & I picked up Kevin from the Reptarium and drove straight to the Serpentarium. Paco was the employee I first spoke with. Paco first claimed the mystery lizard was dropped off on 7/1. I asked for the actual boarding document. Paco showed the document on his phone where the date had been changed from 7/24 drop off to 7/07. The writing of the "07" on 7/07 is not the same handwriting for my husband who wrote "7" for the month. The "07" is written with a line through it . I took a picture of the form Paco showed on his phone. I pointed out the signature is not my husband's and showed my husband's valid U.S. Passport and the signature does not in any way match the signature on the form Arturo showed me. I showed Paco the reservation form from 7/7 tha Hubs had sent to me along with screen shots from the bank showing the $300 was paid on 7/7 (Sunday) and cleared 7/8). I also asked why they would not have charged more than $300 for the boarding as there is a HUGE difference in number of days boarded from the reservation of 7/24-8/6 and what they are claiming of 7/7-8/6. Paco said it was a mistake on the part of whomever (Arturo) took the lizard in & they do not require a prepay. They also do not require ID for drop off or pick up. Paco again said they would not refund us and asked if we wanted to pick up and take home the mystery lizard. I said no as it is not our lizard. I was shown a picture on Paco's phone of the mystery lizard & took a screenshot of the mystery lizard. We had Kevin in the store with us Mystery lizard (lots of yellow tint) is not even the same color as Kevin (Cream tan with dark spots.NO YELLOW). We have pictures from Instagram messenger dating back to June of 2022 that the Serpentarium sent us while we were out of town when my daughter would message them to check on Kevin. I then asked to speak with Arturo. The same evidence was presented to Arturo. Arturo confirmed they don't have the video. Only a manger can show me. Arturo also said they would not be refunding me. As I have all the evidence, I filed a claim with my credit card company. Post fire reopening, we noticed the employees, customer service and bug quality was lacking. We hoped it was just them getting back on their feet. The only positive besides my card company refunding me was we found the fantastic DFW Reptarium. read more

Experience coming in today was great. First notice was how clean the this place is! All of the enclosures are obviously well kept with what appeared to very healthy happy looking animals. There was no clutter smell or grime and all the product was organized nicely and easy to see. My Roomates daughter picked up a baby turtle over the weekend and we were just coming in to get a little advise on how to keep until she comes back next weekend and we were helped by a Ty. Ty was super helpful and generous with his advice / knowledge even through we were shopping for a small reptile. As we were selecting what products to set up with it got a little busy at the counter, Ty noticed the line and asked nicely if he could assist the other cashier while we looked something up online. he got the line down and came right back to us to get us with the right set up we were looking for. he did point out some more expensive stuff but did in a way that was very educational to us and helpful so we decided to go with the nicer line up of things without feeling up-sold or pressure to buy/shop more. Check out was quick and simple as well he let us know that even though it's small pond critter he'd be happy to do a check up on him if we bring it in. The drive is a little far for us but can confidently say it will be worth coming back and skipping all the places in between. You guys rock please keep it up! read more

I am so happy that my fiance found this place. Right away I could see a profound difference between this place and large pet chain stores. We walked in to buy one bearded dragon, because ours had recently passed away, and we walked out with TWO beautiful beardies, lights, food, branches, soil and a wealth of knowledge to take care of them we didn't have before. I was given a lot of misinformation by the employees at my local Petsmart, but one of the employees at Serpentarium, Dru, spent over an hour with my Fiance and I explaining all of his recommendations from setting up my bearded dragon's enclosure, proper nutrition, and just general questions. He had a knowledgeable answer for every question I had, and cleared up many misconceptions that I had before. They offer so many services that I didn't even know were a thing, like babysitting my beardies while I'm gone, or even buying eggs from me if one of my beardies lays them. Even though I already had everything necessary to set up an enclosure, I still went with as many recommended products that Dru suggested because, for the first time, I felt like I was working with an employee at a pet shop that cared about the health, well-being and comfort of my animals like I do. It was ABSOLUTELY worth fighting rush hour traffic from Frisco to Richardson for an hour to shop there. read more

I've been going here since they first opened, and just gotta say, these people are like family to me. Great service, wonderful folks, and a serious passion for reptiles! I highly recommend for anyone who owns a reptile, experienced or not. Drew is a wonderful manager, and I'm super excited to see if or where they decide to branch out! I've never met such kind and respectful staff. I've been coming here before I realized I was transgender, and after coming out, employees welcomed me with open arms. I wouldn't be where I am today without such wonderful people like Senora, Autumn, Jo-Jo, Drew, Will, and so many others. With my entire heart, thank you so much. Reptile care is a top priority to the Serpentarium, and they do it flawlessly. Their animals are always well fed, handled properly, and treated with love and care. They even take in surrendered pets for rehabilitation purposes! I highly, highly recommend the Serpentarium for all of your possible reptile needs. Feeders, supplies, tanks, you name it- the Serp's got your back. Give them some love on the Instagram, @theserpentarium.tx ! -Oliver/James read more

We have been super happy with the Serpentarium. The staff is friendly and you can tell they love what they do. They were always kind and if my daughter wanted to see or hold a certain snake, they never gave us trouble and allowed her to hold them. (she is 14) We were deciding on the size and type of ball python we wanted to add to our family. They didn't mind that we took our time and never pressured us into trying to purchase one. We have a cornsnake, ball python, and a leopard gecko. We get our feeders from here and they have been great! The frozen mice from the big chain stores have not been good and we had an issue with the cornsnake regurg for a bit. Once we switched to exclusively f/t mice from here, we have never had an issue. Also the mealworms, superworms, and hornworms have all been healthy and made our leopard gecko a happy lizard! Everytime we have visited, it has been a great experience and is our go to for our reptiles needs. read more

This summer we purchased a snake for my daughter from a local expo. The Serpentarium set us up with a great tank and gave us more info on what we needed to do to care for our new pet. Owning her has been one of the most stressful pet experiences I have ever had. Stuck sheds, refusals for eat, difficulties passing stool. I've told my daughter more than once that I don't know how much longer we can keep her. Each time I get frustrated, we take her to The Serpentarium. Dru and the crew there are so wonderful. The advice on our set up, the assist with feeding and shedding, just this overall attitude that it's going to be okay. I never feel lectured or that any question is too dumb. If it weren't for this store, I don't know that Vanilla Bean would still be a part of our family. I couldn't care for her without them. read more

We have had such great experiences at the Serpentarium! They're clean and take great care of their reptiles and have been a wonderful source of advice and help when we've needed it. We recently moved from Texas to California and they boarded our bearded dragon for us and then shipped him to us in CA when we were ready for him. They were careful at every turn to keep him safe and do what was best for our beardie, and Drew kept us in the loop and even went above and beyond sending us videos of him while he was boarded which was much appreciated, especially by my 10-year-old daughter who was missing her bearded dragon while we moved. We have appreciated them so much and wish we still we lived as close to a great reptile source as we did in Dallas! read more

I had a great experience here! I have been here twice and they have always been helpful and very friendly. I just got my first ball python and i've had so many questions, I went in to get a fuzzy rat for my snake and the guy walked me through everything ball python related! I left with my rat and went to feed my snake, my snake looked like he was struggling a bit too eat so I wasn't sure if the rat was too big for him so I called and the lady on the phone was VERY helpful and reassured me that he should be fine and what to look for when they are eating. I have not boarded my snake here yet but I love that they have this option and will use it in the future! Definitely coming back here for my snakes needs! read more

So pleased with our experience. We drove from Shreveport Louisiana to go to this store for their products, healthy animals, and expertise. Little did we know that their customer service would be beyond awesome. Every person that came in was greated with a genuine hello. This visit was to purchase our first bearded dragon. They spent several hours with us - teaching us such valuable information. They set up our tank for safe travel home. Carter, Drew, and Peyton gave us undivided attention and we left much smarter than when we arrived. Thank you for getting us started on the right foot. Excited they have a membership program for returning customers! Give them a try - you won't be disappointed. read more

This store and it's staff are great. I was going to a competitor store and thought I'd give this one a shot. Best decision I could have made by the way! I buy feeder rats weekly, and let me just say the quality of the rats I got from Serpentarium were better than any other place I have bought from in months! The staff was knowledgeable and friendly! Would give this place an 8 out of 10 simply because I have only been once so far! Keep up the good work guys! read more

This is an amazing store and they have some of the best customer service I've ever experienced! I got a background installed in my terrarium a long with some soil and pods. The worker that assisted me with the process of setting it up was Mark and I enjoyed all the help he provided me with! The store is one of one and would recommend it 10 out of 10! Excellent prices on products, especially the crickets. 100 crickets for $6, can't beat that! read more

So grateful for this wonderful store and their incredibly knowledgeable and kind staff! Our pet chameleon got out last week and we JUST found her this am OUTSIDE, very cold and not doing well. Took her in after a brief phone call and Christian took great care in looking her over, giving us suggestions and afterwards even let the kids hold a sweet little corn snake. Will def be back. read more

Went in looking for help getting my daughter a snake. Couldn't of asked for better service. Mark helped us pick out a corn snake and was great with my 6 year old. Great knowledge base. Got the whole set up and they even were able to help set up the tank. Mark crushed it. Place was busy the entire time I was there with what seemed to be frequent, happy customers. read more

This place is great. I found them on TikTok and thought I'd give them a try and their store looks so cool, they've got everything. I came in looking for a bearded dragon and they were so nice and helpful and made sure I knew what I was doing. The staff is very knowledgeable and they have great prices compared to any other reptile store. Will be coming back again! read more

Will, Austin, and Louis are incredibly knowledgeable, helpful, and patient! They set us up for success with a beardie we purchased from them. After wading through LOTS of misinformation online, they helped clarify what we need. This is a great spot for optimum care for reptiles. We'll be coming back anytime we need more supplies, or even a health check! read more

This place is wonderful!They always help out with any reptile known,they have trained professionals and give great advice.I bring my bearded dragon here all the time to get feeders and they also do free health inspections!Id always recommend this place if your looking to get a reptile,or get your own reptile checked out! read more

Highly recommend this place! Heard they were building another one in Arlington so I am super excited! Luis is really great along with their entire team. They have so much knowledge behind all reptiles and feeders. The amount of different feeders and deals they have are literally a life saver. I'll keep coming back! read more

Extremely knowledgeable! Helped me pick out a blood python while being more than patient with deciding if it was the actual snake I wanted. Huge shout out to Joseph for personally putting in the effort to build a custom terrarium with me! 100% advise to go here for any new or vetren reptile owners! read more

I went into the Lodi location to get information on a setup for a bearded dragon. Morgan helped me and was extremely helpful explaining all of the different things I would need. For the items they didn't have in stock, she found at the other stores. I can't wait to get it all set up. read more