The Incubator Shop Reviews

Name: The Incubator Shop
Rating: 4.94

4.9 Rating 3,395 Reviews

99 %

of reviewers recommend The Incubator Shop

4.9

Based on 3,395 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About The Incubator Shop:

Visit The Incubator Shop for all the advice and equipment needed to successfully incubate and hatch eggs from Poultry, Reptiles and Exotic Birds!

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Email:

support@theincubatorshop.co.uk

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The Incubator Shop 5 star review on 12th March 2024

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Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Thank you for the evaporation blocks. Sadly they don’t seem to make any difference to the problem. Humidity exceeds 55 regularly. Also the auto turning wheel has come off and is currently sitting in the bottom of the incubator under the eggs while I manually turn the eggs in their cradle. I’m disappointed in the product. My other Brinsea is great”

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Posted 1 year ago

Hello, thank you for your review. I am sorry to hear you are having some issues with your Incubator. This is the first we have been made aware of any issue. We'd be more then happy to help you get to both of these issues resolved. If you can send an email to sales@theincubatorshop.co.uk and include the make and model of your Incubator, along with the serial number and we can help you get this sorted as quickly as possible. Kind Regards Bronti The Incubator Shop.

Posted 1 year ago

“OK services no phone number I couldn't call. I think that is bad business may go directly to direct to manufacturers next time regards Andrew curtis”

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Posted 1 year ago

Hi Andrew, I'm sorry to read that you weren't entirely satisfied with your experience at The Incubator Shop. You're exactly right that we don't have an advertised phone line anymore. We used to offer a telephone service but as we're a small team, the lines were always jammed, and additionally, we would usually require photos or videos or additional details via email anyway. So we decided to move completely to email. You can contact us any time on this page; https://www.theincubatorshop.co.uk/faqs/sales-enquiries/ And we've found that the vast majority of customers prefer this service; we typically reply in less than an hour. I can see you placed your order on a Friday evening. We sent you an order confirmation and dispatched the item before 9am on Monday, as soon as we opened; with delivery scheduled for Tuesday. If there is anything more we could have done, or a question that we could have only answered on the phone, please let me know and i promise to work with you to continue to improve our service. Whilst you may wish to go directly to the manufacturer in the future, please bear in mind that they cannot dispatch anywhere near as quickly as we can and you could be waiting up to 5 days more for the arrival of the product. I hope this reply helps to demonstrate that we do read and take reviews seriously and that personalised customer service and unrivalled speed and efficiency are at the heart of everything we do. Kind regards, Mike, Bronti and The Incubator Shop team.

Posted 1 year ago

“Incubator seems OK for the cost, but the cradle/rocker don't seem to work very well so hope it works”

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Posted 1 year ago

Hello Gemma, thank you for your review, I am sorry to hear you have some concerns about the cradle on your Incubator. If you send an email to sales@theincubatorshop.co.uk we would be more than happy to investigate this and ensure everything with the machine is working exactly as it should. Kind Regards Bronti The Incubator Shop.

Posted 1 year ago

“It would have been five stars if you had provided a phone number I could have contacted you on when I had a query. Disappointed there is no other way to contact you than to leave a message via email. The unit is great”

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Posted 2 years ago

Hi Vivian, thanks so much for your honest review. Of course, we never like to hear that a customer has had a less-than-perfect experience. But at the same time, we must hear the feedback so we can always continue to improve. I appreciate that you would have preferred a phone call. We made a change to our contact options back in 2020 as we found that phone calls delayed us in helping our customers with their questions and goals. With complex equipment such as incubators, it's almost always easier to explain things in email, where pictures and videos can be attached where necessary. It also provides a reference point where we can gather and centralise all the information relating to each case and ensure all the relevant questions are asked. Email also means we can be flexible with our staff and work from home more readily. Which in current times is certainly a better approach. Finally, before migrating away from phone lines, we found that calls would all come at the same time during peak times. So we'd have times of the day where there were no calls and others (such as lunchtime) where our phone lines would be completely jammed with calls, meaning that some people couldn't get through, and had a frustrating experience. Whereas using email as our contact method ensures that we can always get back to everyone and provide the best possible service. We have a policy whereby we aim to answer all emails within 1 hour, or a maximum of 24 hours during our working week (Mon-Fri 9 am-4:30 pm). And, we are actively investigating ways to improve this even further. If we determine over email that a phone call is going to be more beneficial, we will then call the customer at a time that suits them. I hope this message helps clarify our reasoning for using email instead of operating phone lines. If you have any other ideas or suggestions, please do continue to forward them to us and we'll be happy to discuss them. Best wishes, Mike The Incubator Shop

Posted 2 years ago

“The review would have been 5X but the first brooder that came was faulty, which created a serious problem for the chicks that were in the old Brinsea,the reason for getting a new brooder was my old one was changing temperature a couple of degrees,which is not ideal.Sadleydue to the new brooder being faulty the chicks stayed in old one 2 extra days and Sod’s law it shut down to 26 degrees while we were out and the chicks were very cold,my wife warmed them up with a hair dryer, I have to ask how often can I put the Anion on,ie how many time a day etc.Also I would like to again thank Tony for his customer service.could I get a reply about the Anion.”

Helpful Report

Posted 2 years ago

Hi Jack, thank you very much for your review and huge apologies for the faulty item you received. We can confirm that the item did have a fault in which the buttons did not work. When you reported this on Monday we responded immediately by sending a replacement which arrived with you on Tuesday. Although it’s of course very frustrating as it should have been working correctly in the first place. We’ve reported this to the manufacturer. However, please can I ask you to check your junk mail for the email regarding the Anion function. I can 100% assure you we have replied to every question and are confident you’ll find it in your junk mail, if not in your main email inbox. Best wishes, Mike, Tony & Bronti.

Posted 2 years ago

“Outrageous postage costs to Scotland having only the £6 charge as an option even on small items.”

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Posted 2 years ago

Hi Anna, I'm very sorry that you're disappointed with our postage cost of £6. Whilst your item was only low-cost, it is also very fragile and requires a huge box in order to protect it from damage and ensure it arrives in one piece. The item you ordered was not a small item, it was a Comfort 50 Brooder Cover Plate which needed a box with a length longer than 61cm. If we had have sent your parcel with the Royal Mail, taking an independent trip to the local post-office, the actual cost for shipping would have been £12.12. You can see the Royal Mail prices here royalmail.com/price-finder Instead, we elected to send the parcel with DPD, as this is the route all our parcels take. Not only is this route faster, but it also costs us less as a business, with a rate of £12.00, avoiding a trip to the post-office too. We only charge our customer £6 for Northern Scottish postcodes in order to keep things fair, and keep it 'pro-rata' with the free delivery we offer throughout the nearer parts of the UK. I appreciate your point that we charge high for small item postage, but this is because there are so few small items that we supply, it's not possible to design our algorithm to have a different postal rate for small items. But, if we do see an order for something tiny, that's capable of going through a letterbox, we'll use a stamp instead, and return any excess postage paid. In your case, this wasn't true as you had a large parcel. I hope this clears things up and hopefully you can now see that our postal rates are fair and certainly not 'outrageous' as you claim in your review. We're a small business with an incredible work ethic and attention to customer service. We show our postal prices up-front and obvious before purchase, and welcome our customers to get in touch with us via our Contact Us page if they need help prior to purchase. We'll always work with you to find the best postal option for you. Best wishes, Mike The Incubator Shop

Posted 2 years ago

“Great company with really good service and products I just felt this was really expensive for what it was - I actually used something completely different. It’s just thin cardboard”

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Posted 2 years ago

“We got there in the end 👍🏾”

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Posted 2 years ago

Hi Henry, Since this review was left, we've been able to make communication with you and believe that the problem was that our original replies to your questions have been landing in your junk-mail. Hence, you understandably believed your emails to us had been ignored, which we can 100% promise isn't the case. I'm not asking you to remove or revise this review for the moment as we're still getting to the bottom of the technical problem that resulted in our replies not getting to you. But when we've solved the problem we'll invite you to revise the review as you see fit. Thanks for your patience and understanding. And huge apologies for the trouble caused. This is a public reply so I have a quick message for others who may be reading... At The Incubator Shop, we're 100% committed to the highest levels of customer service. We'll never ignore or fail to reply to an email or support request made from our website. If you believe that we have not replied after 24 hours (Mon-Fri), please check your spam folder and/or junkmail box and we are confident you'll find our reply there. Best wishes, Mike The Incubator Shop

Posted 2 years ago

“It was very easy to use and very helpful”

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Posted 6 years ago

The Incubator Shop is rated 4.9 based on 3,395 reviews