Swell Reptiles Reviews 2,125

Literally horrendous. Ordered a tank for my crested gecko in November that wasn’t exactly cheap and it came a few weeks ago completely smashed, this responsibility does not lie with the courier. Over the last few weeks I have been ignored every time I have tried to email/ phone by the team that are responsible for resolving this matter. We need to realise that this is blatant theft and shouldn’t be disguised as anything but that, from orople that are loyally coming back to your company. As a seller there are laws and responsibilities.

Placed an order for locusts a week went by and nothing! have emailed - nothing! made a phone call - nothing! I'm unsubscribing after my 1st order

Poor poor poor service! Don't wast your money. Should have looked at the other reviews 1st

I bought some frozen mice for my snake last week Wednesday. They dispatched it the same day without tracking information. It's now Tuesday the following week and I still haven't received it. I tried to order a refund but couldn't. I called customer service but the phone rang and rang with the same repetitive marketing message.
I want my money back!

Edit: It's now, 26th and haven't received a refund, also there doesn't seem to be a way to.

absolutely awful company. STAY AWAY!! ordered frozen rats a few months ago, they arrived rotting and defrosted- i contacted multiple times through email and phone number, and was completely ignored by staff. now, after giving them benefit of the doubt, i ordered some pond liner, ceramic fixtures and substrate. where is it? NOT AT MY HOUSE. AWFUL customer service, AWFUL quality items, AWFUL delivery, AWFUL company!! STAY AWAY.

Ordered frozen next day delivery costing £10.
4 days later it’s still not here.
Do not use this company.
I will now have to do a CC charge back.

No customer service, no tracking details.

Suspected fraud.

I needed a thermostat for my skinks as my one stopped working, I went online on Friday and swell said if I order in the next 31 minutes it would be delivered Saturday if I paid express delivery, so this is the option I went for, well the item was not despatched until 11.50am on Saturday so I was not getting it that day, phone lines closed for the weekend, waiting to see if I get it Monday, shocking considering I paid extra, I would have driven to a shop on Saturday had I known it was not coming, but once you are in £160 you have to follow through, such a shame as they used to be the best online firm

Bought 'large' locusts and they're tiny and Would not even say that these are medium sized,contacted costumer support for them to make out it’s my fault and the sizes are shown these were defo small not large as there was about 30-35 in the box where as large u normally get 10-12,I see this is an ongoing problem,I won’t be using this company any as don’t seam to care.

My original order was placed in December and dragged on for weeks with no proactive updates. I later found out one item was out of stock, yet instead of shipping the rest of the order, the entire thing was put on hold without my consent. Eventually I had no choice but to cancel.
I reordered on Monday and paid extra for next-day delivery. It is now Saturday and there has been no communication whatsoever and no sign of my order. Emails go unanswered, there is no weekend support, and customers are left completely in the dark.
Slow postage, no transparency, and a total lack of urgency or customer care. If you cannot meet advertised delivery times or manage stock properly, customers should be informed, not ignored. I will not be ordering again.

Ordered 2 start kits for my corn snake and ball python, payment was approved by bank 1st time was my mistake for not putting the wright billing address. Along waiting five days for my money to go back in the following Friday I tried to order the same starter kits but changed my billing adress to the right one this time, payment declined again I changed everything I was told to by staff the first time, but hey ho I wouldn't recommend ordering of them because there staff are quite rude and ignorant

My order was processed very quickly and my order arrived safely today and was packaged well. I reached out and said thank you for the fast service and they were very helpful and took the time to read my message and reply. Would recommend 👌

I ordered a live food care kit for my locusts as I have a tree top frog I ordered it as a fast track delivery which I paid extra for it didn't turn up untill a week later ! Even the box it came in looked battered so I opened it and all the gel inside to hydrate the locusts is everywhere and there is 2 big cracks on the corners at the bottom ! 😡 I've tired to get a refund and it's literally impossible to get one I had to show proof and they said they will send an email which I still haven't received I've rang them and there is no answer so if anyone is looking at buying something to house live insects don't bother with this company so terrible and such poor quality the box to house the locusts is so flimsy

I wish I'd read the reviews before ordering from this company. I ordered a light which has not arrived and the courier reports they haven't even received it! No communication from Swell reptiles regarding the delay and no apology. I'm chasing a delivery that appears to have disappeared. In future I will buy from elsewhere and I'll be seeking a refund from Swell.

Paid extra for next day delivery as I needed a heat mat quickly and couldn’t find the size anywhere else, but delivery arrived 4 days later, which I couldn’t wait as I needed to keep the terrarium warm. so had to drive 2 hours to a store that sold the same heat mat, the tracking information for this item was none existent, spoke to customer service the girl was quite rude and unhelpful. My package arrived late with a damaged box and some of the items were hanging out of the box which I took photos of. I really should have read the reviews before I purchased items from this company, I won’t be doing it again. They offered me a 10% voucher of next purchase which I declined, i asked for my next day delivery charge for postage to be refunded and they only offered me a partial refund on my postage. Even though delivery would have been free as the amount I spent. Not helpful at all

Bought 'large' locusts and they're genuinely tiny and now being wasted as my Bearded Dragon won't touch them. Would not even consider these medium sized, it is frustrating when you buy a specific type/size and get the complete opposite.

Ordered a light and it said it was a kit but came as a midsection was no option to pick at the time

Fast delivery. Package came well wrapped/protected. Customer service was really helpful

I've used Swell Reptiles quite a few times before and have always found the website easy to use with a good range of products. Unfortunately, my most recent experience has been really disappointing.

I received a vivarium with a damaged front door. I wasn’t asking for a full replacement or a refund — just a replacement door — but communication was extremely slow and inconsistent. It takes a long time for anyone to reply, and each email seems to be picked up by a different person, so nothing feels properly followed up.

I was offered different solutions at different times, including a discount code that didn’t work and then store credit that was less than the amount I had paid. Eventually, I was told a replacement would be sent, but after hearing nothing for 10 days, I was then informed it was actually out of stock. The whole process was confusing and tiring.

It’s frustrating because Swell Reptiles has a great website and, in the past, I’ve had good experiences. This time, though, the lack of clear communication and consistency really let them down.
This left me with an unusable vivarium, as the front door repeatedly fell out. I used the store credit offered because I was concerned it might not remain available, but it didn’t come close to covering the cost of a replacement.

Lastly, contacting them through the website proved pointless, as I never received any response, so had a send a direct email.

Totally impressed by the speed of service from Swell. Even so close to Christmas my order arrived well within 48 hours, and so much cheaper than the same products on Amazon (prime)
Thank you Swell Reptiles!!

Spoke with Nathan from the customer service team who was absolutely fantastic.
He was polite, friendly and dealt with my concerns professionally and came to a prompt resolution.

Keeps customers in the dark about shipping items. Didn’t have an item in stock and didn’t bother to tell me for weeks waited for me to contacted them, and then the person responding was VERY blunt and rude. If that’s how you treat paying customers will never shop here again. Awful. Avoid.