Swell Reptiles Reviews 

Really bad service, ordered bulbs for vivariums and paid extra for next day delivery which never happened!!!
Apparently their Couriers didn’t collect from them for 2 consecutive days!!!
No way to run a business, cancelled my order and bought locally.

Won’t use again.

Placed quite a big order, nothing recieved after 3 weeks, customer service phoneline never gets answered, many emails not replied to. Reported to citizens advice today.

Had brilliant customer service from Lyndsey this evening helping with a damaged order after hours. No issue getting a replacement sent out as soon as photos of the damage were provided. Lovely and polite. Highly recommend.

Totally brilliant site to do business ,even though my order was out of stock at the time ,the girls that run the place sorted my refund out almost immediately . Can't fault this conversation many and some staff ,just hope I can go back to purchasing soon .

Order never showed up. Had an email the day after I ordered it saying it’s delayed. So I left it a short while before getting in touch with them, they said they can’t refund as order has been processed and then ignored further messages. The perfect scam. Avoid.

Awful company. Scammers! In the process of reporting then to strading standards. Ive ordered insects twice from this place. First time they arrived after 15 days all dead. Second time they just didnt even arrive. They dont reply to emails and their customer service is awful, takes atleast 30 mins waiting to get through to anyone and if they do finally answer they are just rude and dont care and dont do anything to resolve the problem. They juat take your money and thats it, which is literally a scam. Will never use them again. Stick to the reptile centre, so much better!

Customer service is absolutely terrible. I ordered premium PVC vivarium 4x2.4x2.4, there was peices missing leaving the top vivarium lose and unstable so they csnnot be stacked, Contacted twice and after 4 days have still not had a reply from anyone. Avoid this company and buy from somewhere legit. Reviews seem fake as everyone I know thats bought from here have all had issues with there orders.

I've placed 2 orders over the last couple of weeks and couldn't fault the service. I was pretty sceptical after reading the latest reviews, but decided to risk it as they had exactly what I wanted at the most reasonable price. Initial order was placed on Sunday, despatch confirm with tracking number received on Monday and first part of the order was delivered Tuesday! The second part unfortunately got stuck with Yodel and didn't arrive until Thursday - but thats on Yodel.
Second order was placed on the Tuesday, despatch confirmation received on Wednesday with tracking and items arrived on Thursday. Everything was present and in working order.
If I was to fault anything it would be the packaging, whilst my items weren't damaged, the boxes had clearly been through the mill and there was no saftey net of packing nuts or anything.

I’ve used swell many times before and they have always been fine. Due to my past experiences I didn’t check the recent reviews and ordered an incubator for my bearded dragon who’s about to lay. It arrived used, the box was broken and tore and there was no manual or humidifier. This was very clearly someone else’s return. Upon messaging them it took them over a week to respond yet they say it will take 48 hours. After emailing back and forwards they agreed to get it collected from a courier and send a new one out immediately. I have email proof of them saying this that as soon as it enters the warehouse they will send a new one. Yet this never happened, they accepted my return and now will not respond to my emails and have not sent a new one out. Luckily I bought this using my credit card so they have refunded me but horrific customer service and will never be using again. This company used to be great. Not anymore

Paid for next day delivery option but did not get the service I paid for, I got standard 3 day delivery.
No response from Swell.

Customer service is an absolute abomination. They take forever to get back to you. I sent a return. They haven't chased it. I've chased them. They have no idea where it is so I have no refund.

Ordered for the first time on Swell for a Vivarium for my 1 year old snake. I got an email the same day asking what the best day was to get delivered and it was booked in. The only downside is I didn’t have any form of tracking or a time slot. I tried ringing but by the time they answered, the driver was pulling up. I’m pleased to say the Vivarium showed up in perfect condition and my boy absolutely loves it! Would defo order bigger products again.

Feel like they are going under, no next day delivery anymore and have been trying to return something i ordered by accident and no one responds to emails or calls. Feels ominous as they used to be good.

(Edit) Finally spoke to a lovely lady who authorised my RMA and explained issue for next day delivery is Yodel which is understandable but answer to that is use a different delivery company! They do seem very short of staff.

Terrible communication and customer care. I ordered a variety of items, but the most important being the Exo Terra Pro 60x45x45 terrarium.

Upon ordering the items the terrarium was being shown as in stock. 5 days pass and there is no notification of dispatch.

I email customer support and get a canned response - "We’ve been facing an influx of orders which is overwhelming our warehouse and dispatch team". In return they offer me a 10% discount code, because nothing says great service like trying to get me to spend more money with them when they can't even complete one order properly.

This was, blatantly, a lie. Because not two days later I email again and get told - "Unfortunately, we have been advised that due to previous stock allocation, we are unable to supply you with Exo Terra Pro Terrarium 60 x 45 x 45cm"

So my terrarium has, somehow, been allocated to another order. What an absolute, colossal failure of process. Now I must wait who knows how long for my items to arrive.

Swell has clearly demonstrated they don't care enough to ship my order within a reasonable time, provide reasonable explanation, or come to an agreeable compromise, so I no longer care enough to give them my money. This will be my last ever order with Swell, what an awful company.

Ordered two mesh vivariums for my stick insects. Swell have chosen Yodel to deliver my parcel (to my dismay). I had an email on Saturday the 31st May stating that my package would be delivered that same day. I waited all day and nothing arrived. I waited all of Sunday, and nothing arrived, and same again Monday the 2nd June, nothing. I just hope my parcel arrives safely (when and if it does). I'm unable to wait much longer, and may have to request for a refund, because this isn't good enough. I've also contacted customer service and they have a 48hr window of getting back in touch which also doesn't look good. I won't be using this company ever again. They're a shambles.

Multiple times I have received "live food" for my reptiles and over half of it has been dead. I purchased heat lamps from their own brand and all of them where faulty with the glass literally detaching from the bulb screw and the glue that was supposed to hold it together being crumbled and basically disintegrating. They are now refusing to issue a refund despite their products being faulty saying I can choose between a replacement or store credit. I want my money back so I can take my business elsewhere instead of with this scammers. Take your business elsewhere and avoid this ridiculous company. Special shout out to Lyndsey and Emily and your poor customer service.

If I could put 0 stars I would I paid for next day delivery. It didnt arrive when it was expected to. This was urgently needed this order for a rescue that came in. It didn't arrive on time. The customer service is terrible when you can finally get through to them. Make you out to be a liar and won't even give you tracking information. Even with evidence provided that I was assured it would arrive by a certain date now to be told that wouldn't be possible. Avoid!

Had a few issues including a broke seal got sent another one with a slashed lid. Spoke to Nathan who was very helpful in resolving my issues. Good prices and they do sort out issues. Thought it was a scam at first due to their prices being so low compared to Amazon but I can confirm it’s not a scam and the quality once corrected is very good

Sent me someone else's previously opened and faulty return. They haven't responded to my request for a replacement, yet have disabled my account?! Wish I'd never bothered trying Swell to be honest. Honestly, just pay a bit more to get it from somewhere reliable, these people are clearly playing at business.

Oh, and now reading some reviews, it seems disabling accounts of people with problems seems to be their standard business practice, not a mistake. This seems like a 'card chargeback and an email to the ombudsman' kind of company...

What amazing company from start to fish order pink Axolotls on Monday and the communication from this company is spot on received them today cannot fault this company at all I also had a question so phoned them up and they were so lovely on the phone and helpfull thank u so so much.