Swell Reptiles Reviews 2,126

Paid for a delivery of essential electronics for a vivarium for a rescue animal. I was told it would come next day 100% and that it would be here on time before I have to leave for my holiday. Any guesses on what didn’t turn up today and is now turning up tomorrow whilst I’m on holiday… ******* typical! I know you’re reading this review and probably still going to order but don’t! Trust me go somewhere else. The reception staff at swell are brilliant (when you can get hold of them after a 3 hour wait) but whoever they’ve got working in the warehouse need the sack as well as the person doing the hiring. Never had an order arrive on time. Items have come damaged. Don’t do it look for somewhere else like buzzard reptiles or something. DONT DO IT!

My order was delivered on time and the price of the products was much lower than anywhere else I had a problem with the delivery which was the delivery companies fault I called swell reptiles and spoke to Nathan had it was resolved straight away and a new item sent out very happy with the service I have had in the past and now and will continue to order from swell reptiles in the future

Seeing as they fought trust pilot to remove my last review, I will post again without the only thing they could argue about.
Shocking service, do not care about customers and worse customer service experience. A week on still waiting for a full refund much like others who have reviewed this awful company. Riding on the seo they are investing in to keep them going despite awful service.
Buyer beware!!!!

Excellent service. Next level customer service.

Communication throught their customer services team 5*!

Ordered last minute due to me smashing my glass on my tank cleaning! Came the next day. Saved me a lot of stress and running around. Thank you.

Used these for hundreds of pounds of items but this time they’ve really let themselves down! Sent wrong items then lie saying it’s a “change of mind”. Not at all the case but they say it so they avoid paying the return postage. Below is the conversation as it won’t add pictures here.

“I'm returning it because you've inaccurately described the item.
Apart from colour being completely different it's 24cm across and 18cm wide
and 4-5 cm at a push deep... you've advertised it as 28cm x 22cm x 6cm (11" x 9"x 2.5"). So you've sent the wrong item.

I understand that you would like to return your order because the items are no longer needed. We are happy to assist you with the return process. We've opened a return for you, for which you will receive a separate email confirmation. We are unable to cover the postage cost for this unwanted return. Please use a trackable courier service and retain your receipt for reference.”

Costs more then worth to post it back because of the weight of the items 🤬 Had to report to bank in the end as they stopped responding

I was very hesitant to order from Swell, after seeing all the reviews here. But the Half Moon Terrarium we wanted to buy was much cheaper on their website, than it was on Amazon, so we took the gamble. It arrived within a few days perfectly intact, and well packaged. Very pleased (and relieved!). A good experience.

***AVOID*** Terrible company, been a customer for many years spending many hundreds of pounds. Reordered from a previous order and their website misdirected me to a different product. Yes I should have double checked but you think they would have tried to help, nope insisted I pay the full postage for the return & the replacement product so sending everything back, will buy elsewhere and will never use them again.

Bulbs sent without packaging inside of the cardboard box that looked like it had been played football with on arrival. Bulb sounds broken when shaken. Emails bouncing back to me. One response from customer service asking for info I had originally sent. Nothing since despite further emails. Very poor. Won't be using again.

Bought a Viv arrived on the 22nd with a broken part, looked like damaged in transit.
Trying to get hold of them is impossible. All their email addresses are either full or it comes up with a unknown error.
Nice Viv, shame about the customer services.
Will update if things improve.

Ordered from there and only delivered half of my order and had no response from customer service.

I received some damaged goods, which i requested to return after a while they approved the return, However, i has to pay for the return postage which they are now refusing to refund back to me. they offered no other means of returning the damaged item like a pre-paid label

I’ve placed an order and it never arrived. Customer service didn’t really do much to help me. It’s a shame because I’ve been using them for years and never had problems with them.

Slow delivery and got sent different items sizes to what I ordered. Tried to return two weeks ago following their process online and nothing. Cannot get a response from them. No refund, not returns label. I’ve messaged 3 times and nothing response. Totally shocking customer service! Will never order from them again!

Ordered 2 vivs and both arrived damaged 1 completely beyond repair, we emailed swell but they only offered 10% refund. Bad customer service I want a new one sent out and a new board to replace the damaged one that’s salvageable. Disgusting customer service I wouldn’t recommend this company to anyone. Save your money

Dismal customer service. Waited in for the two day delivery of frozen rats. Zero communication, tracking didn't work. Asked to cancel the order. Customer service handler lyndsay had my case. Zero effort to correct my concerns other than papping blame onto the breeder. Refused to cancel order. Day 4, boxes of thawed rats on my doorstep. Again no accountability, Zero concern or effort, not at all interested in rectifying the issue.
It's clear swell don't value customers or their pets, shop elsewhere for your noodles frozen scrans!

Avoid!!!!

Poor quality item broke when put together and now wont sort it out

Ordered a vivarium stand and the quality if awful screws popped threw the wood when tightened and now is flimsy

Contacted them and no reply then a reply saying they cant take it back attitude of the person sorting it is dreadful avoid

I have been ordering from swell for some years now, something has changed. We have spent over 300.00 for a large order, They had shipped our order but we were missing 4 live plants, and one of our items (the most expensive item) was broken upon arrival, I have tried to contact them both by their website for returns and it has been sitting over 2 full working days without response. We are trying to get response but we have not received response from the Site as well as havent been able to get through them on the phone we have been on hold for over 15 minutes now waiting for a response. Nobody is answering. I have a feeling they are just not going to let us get through to them to ask what the issue is. Looks like this is going to be the last time we trust Swell Reptiles. It all could had been avoided if they simply responded but they are completely ignoring us.

Update: By the looks of things there are a lot of people who are in the same boat as us, so we are going to go through to ExoTerra directly for the issue we had with the door and we will be telling them of the issues we are being faced with Swell Reptiles, To anyone considering buying from there, dont for right now this company has gone to complete crap for some reason and they arent even close to trying to resolve anyones issues. They lost a long time and loyal customer with us, its sad too, it used to be the best most trusted place we did business with. Never again.

Update 2: they have come back multiple times, I’ve sent photos of the broken door and two weeks later get someone asking again for another photo, I sent the photo again and they said it was cosmetic damage and they only offered 10% refund for it, the door was Unusable, the crack went the entire length of the door and the frogs would cut themselves on it if it was used we had to buy a terrarium elsewhere, so I explained that and they didn’t respond, then another week later they emailed asking for a photo of the damage yet again, we have already thrown the terrarium out as it was broken with a completely cracked door so was useless for us. And to add insult to injury they are now challenging this review and asked to our details again and our order number which I’ve now sent to prove this review is legit, only made me even more angry trying to challenge the review, as if there’s anything they are going to do to make it right with us, weeks of ignored responses and completely ignoring the fact that the door was damaged beyond repair in shipping and was delivered in that state. This is the service the provide their long time customers? Shameful.

I’ve ordered from swell several times previously and there always seems to be a problem - items terrible quality, bags of beardie life sand split and leaking, request express next day delivery on an order placed at 10.30am and it’s not despatched until the following afternoon, customer reps on the phone don’t seem to care, wrong items sent, the list goes on. I won’t be using them again!