Drs. Foster and Smith, http://www.drsfostersmith.com, is an online vendor servicing all types of animals. This is a great way to order things if you are purchasing for more than just your reptiles. If you are located in Wisconsin, you can visit their retail outlet in Rhinelander.

Pros: Prices. The prices are generally pretty fair, and often very close if not better than their competitors. They often have a discount code that will come in the mail if you receive their catalog as well. This can be for $5, and I’ve even seen codes for 20% off. This is great for those of us that want to save a few dollars.

Customer Service. F&S’s customer service has a mixed review. I will state some pros here for now. They offer online support, which is a positive note. If you can’t call up at that moment, but want to speak with someone about your problem, the online support is best for you. I’ve used this several times and usually had a decent outcome. Their phone support also picks up pretty quick, and you don’t have to sit around on hold.

Customer Service on Live Orders. F&S mail orders fish, which aren’t reptiles, but still a product I buy. I had a small issue with my first (and only) order with them, 3 of the 4 fish did not make it past 2 days. After a small disagreement with one member of their stuff (who said my saltwater tank was not the right specs), I finally got my money back for those 3, plus shipping. It took getting a knowledgeable staff member that had some knowledge on reef tank setups in order to get this. I would easily purchase more livestock through them, I just have no need for now.

Cons: Customer Service. Their customer service’s performance is just OK. I want impressed by the speed and options to contact them, but after speaking to several people I wasn’t impressed with them in general. Canceling an order is supposed to be simple, but I had it shipped out anyway. Then they said they rerouted the package with FedEx, which was a lie, as it was delivered anyway. I had to fight to get it sent back (and not pay), plus get my full amount refunded. In the end I got all my money back, which made me happy.

Shipping. One word: Slow. I’ll order something in the morning and it won’t ship out for a few days sometimes. I know they are busy, but I’ve never had a company that doesn’t get things out in under 24 hours outside of a holiday. I expect if I order it Monday at 10am that it will ship out by Tuesday night, or Wednesday AM at the latest. My ebay orders come faster than F&S, which is pathetic.

I rarely buy from F&S anymore due to these issues. They had their pluses and if I don’t need something for over a week and they have a great price then I’d purchase from them again. Otherwise, I’d rather purchase from a faster, more friendlier dealer.