Swell Reptiles Reviews 2,125

Items not delivered, response from customer service saying it would be investigated then no further response or action. Refund needed to be chased through card provider. Disgraceful way to do business.

After Evri failed to deliver all of my items ordered, Nathan from Swell tried to rectify this by having the items posted out again with a different delivery company DX Express. Unfortunately, this delivery company’s attempt failed too so Nathan refunded me the items not received. The customer service received by Nathan was outstanding, unfortunately the delivery companies let you down. If I were to use Swell in the future as a customer I’d like the option of selecting my delivery company and whether or not my parcel could be collected from a local drop off point as I find other couriers to be more reliable in my area. Thank you.

Substandard shoddy service. Pay extra for next day delivery 3 days later not even dispatched. Cancelling order now and buying elsewhere will never return

Had a problem with a light I ordered. After about a month managed to get in contact with them. They asked us to send it back which we did. Then nothing from them for a couple
Of weeks. Again, messaging and messaging and finally got an answer, they then sent the wrong replacement. Took ages to get a reply to that to send the wrong light back and now waiting for the proper replacement. Still waiting for an answer, I’ve also said I would rather have a refund. This was email, Facebook and contact service on the website.

Would have given a 5 star but it took ages to resolve. But did in the end thank you

Ordered a delivery for my tortoise on the 26th of November 2025 out of 4 items received one of them. Emailed swell reptiles 4 times not got one response. This is the second time I used swell reptiles first time was perfect this time awful! I will not use them again stay far far away from using them as you will not receive your goods.
Tried calling them, took 40 min to get through to them and then they just fobbed me off.

I ordered swell's own brand pro deep dome lamp which arrived scratched and dented which I originally didnt mind too much because it didnt impact its function but I also bought the swells own dimming thermostat for my daughters new leopard gecko tank. Its been plugged in less than 7weeks and its already stopped working. Been ringing the shop for 2weeks now with no answer. Disappointed to say the least.

Ordered on next day delivery service, delayed despatch then delayed delivery with DX. Been emailing and calling Swell all week, no response to emails and when finally got through on a call received the most unhelpful advice that they’ll investigate. A week later and still don’t have my order. Seriously wish I’d read the countless other reviews prior to ordering

They provide no signposting into any delays, they constantly hang up on customers trying to seek advice on how to cancel and get a refund, they only tell you there's postal delays when you call up but nowhere does it say that on their website.

Overall awful company and next day delivery doesn't even happen.

Can’t fault these guys at all, had a bit of a problem with my humidity machine and Emily was quick to help me through things and sort and arrange a new machine to be sent out

Great service all round from the team

Thanks

Steven

Ordered on 20th November paid for next day delivery it's now 2nd of December and still not sent not even received any tracking information

Luke was super helpful with my query about a UV Light for my young hoggie. He's been quick to response and has guided me in the right direction with useful links to the correct product for the size of my vivarium. He seems very knowledgeable about hoggies, and I'm sure about all the other lovely reptiles. Thank you Luke

Delivery sent to an old address even though I had changed my address online on the website, spent ages trying to get through to customer services after which the line just went dead, after a few emails all I got sent back was a copy of the address to which they had sent it. I still have not received my order or any help from the company.

Initially very helpful on the phone. The chap I spoke to was very polite. I ordered the items recommended and selected next day delivery.

Four days later the items hadn't arrived, with no update. I telephoned the company and after a very long time on hold I spoke to a very nice guy who told me there were warehouse issues and no expected delivery date could be provided.

I cannot recommend this company as I do not believe they can fulfil the orders they are taking. I cancelled my order, sourced the items elsewhere and they were despatched the following day.

Unfortunately, I won't be using this company again.

There has been some changes with the delivery tracking it's now very easy to track each order and although there are still some issues there staff Nathan especially was very helpful and able to resolve everything I can see the company improving and taking the time to implement changes to benefit the customers they don't just do lip service iv seen the changes they made based on customers comments

Don't bother ordering from this place. I ordered on the 8th of November and didn't get my order until the 21st and it had turned into two separate parcels with the other coming on the 26th and they refunded an item without even asking me so I never received it.
The customer service is awful not apologetic at all just sounded annoyed.
Not worth the hassle and lack of communication plus the over 30 minute hold time for any calls to customer service

Recently made a purchase for a glass paludarium which arrived cracked, fault of the delivery company as the box was utterly destroyed. I used the form online to report the damage and then phoned the customer services team (they answered in less than 5 minutes) and a person called Lyndsey was very helpful and reassured me that they will provide a replacement or refund and will let me know. The next day I phoned the team again (waited less than 5 minutes this time too) and a person called Nathan assured me they are handling this request and are going to send me a replacement, with extra protection to hopefully ensure it remains safe. Again, very helpful and straight to the point.

Although my item came damaged, the response and way the team have handled it has been excellent, I have not felt any anxiety or worry, and will order from them again. Don't believe all bad reviews you read online! Thanks Nathan and Lyndsey

I called customer services in panik and Nathan has reassured me, gave me top tips on what to do before the delivery arrives - very happy! Thank you so much for your friendly and professional approach and support!

Customer service is slow and obviously struggle to read a full conversation. I orders glass for my gecko tank and payed fast delivery, took over a week after pay extra for next day delivery and was told it would arrive by Tuesday. Doesn’t fit would like to return and the customer service is shocking. As I’d have to sort return delivery myself I will only get £10 from the £20 I spent on delivery and glass.

Abysmal first customer experience. I avoid writing bad reviews unless something is truly awful so as not to unfairly damage companies reputations due to circumstances outside of their control. But this time I felt I had to.

Me and my partner were excited to welcome our first reptiles together and have been planning it for ages. We also were supposed to be collecting them this weekend, which swell messed up ( see below)

Ordered a reptile enclosure last Monday, said it'd be arriving Thursday the same week absolute latest. Wednesday comes, no dispatch email, nothing. Sent an email nothing.
Chased via phone on Thursday and was promised it was going out Friday next day to arrive on Monday.
Friday comes, no dispatch email, nothing so was basically lied to.
This was annoying at best, as we were meant to pick up our new friends on the Sunday. But delayed their collection until Tuesday by taking a day off work.

Finally dispatched today via Yodel 48 which won't be collected until Monday at 5pm and won't arrive until Wednesday/Thursday at the earliest if I'm lucky due to the BF sales period. Can't speak to anyone as they don't work weekends.

So basically screwed. I won't be accepting the parcel, assuming Yodel even deliver it/it's not totally trashed.

I just don't get how a company who are supposed to be big and reptile specialists can be so crap.