Swell Reptiles Reviews 84

Pathetic product. 2 doors which were different sizes, hinges were different on both doors, chips to laminate finish doors are 25mmshort of centre piller, total rubbish and be taking further action

DO NOT USE ABSOLUTE CON ARTISTS!! Fist the viv i purchased came lightly damaged , i over looked this at the time as was small, then i made the mistake of buying the T5pro light from them which came faulty ! I sent this back to them within 2 weeks its now been nearly a month and theyve done nothing but make excuses absolutely shite response rate from customer service , rude and unhelpful like that cant be bothered. If you want to use them i hope you enjoy being ripped off spoken to like shit and genuinely waste your money thats what

Ordered my daughter a vivarium for Christmas. Opened it up was all smashed and damaged. They was ment to come collect the old one to then send me a new 1. That never happened. Been trying to contact them no reply via email nor answering the phone. Gonna have 1 upset little girl and no vivarium

Paid extra for quicker delivery item still hasnt arrived which was promised on the 28th november never arrived, they still haven't communicated any updates on the delivery after 2 emails, tortoise went without a light for a few days, found a store that stocked it and they are now attempting delivery after i have had to go else where, due to being unaware if item was arriving, this company is awful

I placed an order during a sale on a vivarium. A week after accepting my order, they emailed to say they could not deliver the product unless I paid them an extra £73 for delivery.

How can a company get away with doing this? Surely you can't just decide a week after accepting my order and taking my money that you now want more money before delivering my product? Absolutely the wrong way to run a company and I am now not surprised at all as to why the online reviews are so bad.

I ordered a box filter with a built in UV from Swell. The box was delivered upside down by the courier. After four weeks the UV stopped working for no obvious reason.
I contacted the customer service agent Josh. He sent out a replacement bulb straight away. I replaced the bulb, and it now works fine. Good customer service.

Bought a pond pump from this company and it didn’t work properly so I contacted Swell and was told to return it and this was 3 months ago and since then ive repeatedly got on to them,was told they were dealing with the matter,then told a replacement was being sent then told they couldn’t get hold of this product so I asked for a refund and that was denied so they’ve now offered 10% off another product. THIS COMPANY SHOULD BE SHUT DOWN!! never buy anything from them as they are a load of con artists

Unhappy about the delivery, I buy it coz they said the tank I buy is coming in 3-5 working days, when my order is placed they then gave lots of reason xxxyyy and because we donteep stock etc.

Bought on monday, and on friday I am told that the order was given to the supplier.

if you cannot commit to the delivery why put the delivery date there, it’s just a lie :) sell it and take the money and said it is the problem of the supplier is not responsible

Also, they use Yodel, which is very bad, I got another case opened with them that the delivery box was completely broken.
Pretty upset, won’t buy it again from them

Unfortunately this company uses Yodel to deliver their parcels and as such exposes themselves to all the troubles that Yodel will bring in to their business. Aside from shoddy delivery service, they are the only courier I know that don't leave parcels in designated safe places (despite having set up such preference in "my yodel" app. To make things much worse, my yodel "local" depot is 27 miles away from my place. Yes 54 miles roundtrip, making effectively impossible for me to collect my undelivered parcels, being away during working hours, like most of adult in working age. Yodel might save Swell a few pennies on delivery but that's the return they get, a bad review for their ultimately wrong courier choice.
Also, I placed 3 orders over the weekend and emailed asking to condense the order in one and refund the duplicate shipping. It is Tuesday and still have no answer and orders have shipped. That's a great customer care indeed!

I placed a large order on Friday, was expecting delivery on Monday. Monday & Tuesday came and went. I rang Swell Reptiles several times over 2 days but nobody ever answers, no matter which telephone option I select... not even Sales! Now I've got to contact my bank to get my money back...
... do not use this company!

P.s. Update 11th Sept : Yodel delivery arrives... Terrarium glass smashed to bits! Maybe Yodel's fault, but there was no packaging whatsoever inside the tank. A few layers of bubble wrap on the outside is clearly insufficient. Common sense??

Just really frustrating waiting and waiting for dispatch and delivery. After getting no reply to my email within the promised 24 hours, I called and was assured my item was on a 3-5 working day delivery and they’ll do their best to send it asap. I was ordering for a rescue animal in need of a home. It’s now day 5 and finally have half of the order but the other is due for delivery Tuesday which will be 7 working days. I wouldn’t have ordered if they said 7 working days on the website. And being ignored on their contact page is bad service. I won’t order from here again, you can buy the same products at multiple other reptile shops so no need to wait for your order for 9 days (7 working days)

Ordered a filter for next-day delivery (paid extra), they choose to use Yodel (who I knew would be guaranteed to screw it up).. and guess what, Yodel screwed up. Item delivered a week late and to the wrong address. Unable to get hold of the item. No call back from Swell as promised and unable to get hold of them by phone to get the refund.

Dont buy live food for your reptiles/pets from Swell Reptiles. When you have an issue with your order (and you frequently will) Customer service is next to none existant.They are not animal lovers as can be seen by their total lack of pro active approach when you inform them food items needed are missing from your order, food your pet needs to live. They have a so called customer service phone, it just rings and rings, if you fill out their online form they don't respond in the timeframe given and you have to continually chase them. My last order SR3001270941, the flies for my dart frogs were missing, they took so long to get back to me so i could try and get a replacement pack sent asap, that the supplier was apparantly then out of stock (doubt that was the truth as their website was still acceptinlg orders) I was offered a refund that did not materialse so I had to initiate a paypal claim. Take my advice and look at the other poor reviews of this company and order elsewhere.

Fantastic service. Lyndsey was incredibly helpful. I really can’t praise their customer services enough.

Received a terrarium stand which was damaged. Returned item and swell informed me the item was back with them on the 19th July, 20 days later and still no refund after many emails and calls. Reported to ombudsman as went over the 14days to refund. Won’t ever use again.

Awful company to deal with .and lost a lot of money due to losing fish..I purchased a new aquarium .stocked it .to only find it had a crack in it losing water all over my sideboard and practically new carpet..a replacement tank was agreed on Monday and still not arrived or been dispatched its now Wednesday evening..my fish suffered a short while in a bowl ..very disappointed and would not use them for anything else ever again.

Ordered a replacement for frozen mice delivered defrosted,guess what?left on doorstep defrosted again,please stay away from this amateur company,unreliable and I will never see my refund as they have stopped communicating with me.

Placed a £171 order and lost £73 of my money.
Missing items in package, 1 expensive bulb, and one expensive bulb holder. The delicate bulbs that were present (I ordered 3 but received only 2, each being a £40 inc vat item) were unrestrained and left to fall and bounce around in the *very thin* cardboard box, no polystyrene or bubble wrap protection. Further, one of my items actually present was a faulty lamp stand, badly made (welded crooked) *that was clearly a previous customer return* (due to being faulty!) as the components that had once been cable-tied by the stand's manufacturer, the cable-ties had been cut, as in, the previous recipient cut the cable ties, saw the item was badly made/ faulty and had returned it to Swell, who had then sent it out again (to me). 'Conveniently' there is no ability to report missing items (doesn't exist in the website drop-down), and no option to upload photos unless you're reporting a broken item. The email for my order I received from a no-reply email, they're not open weekends which means I can't "report (a problem) within 24 hours" to a human, and sending an email has simply generated an automated ZenDesk "ticket number", likely to be ignored in the same way as my previous experience of "ticket numbers" with different companies, and so I've paid for items *I needed* within 24 hours, I neither have the items I ordered to complete the care of my reptiles, nor do I have the money. Looking at the atrocious reviews on here I'm not holding my breath on any remediation whatsoever.
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Update Monday 29th.
I phoned Swell, there are four selectable options on their phone line, #3 being "returns and refunds", that option tells you to go to the website, #4 is for Customer (NO) Service, #1 is for new (telephone) orders.
I phoned them 5 times in succession, each time **even on option 1 (Place an Order) my call was deliberately dumped. I can state that my call was deliberately dumped because each call was dumped (line terminated) at an entirely different timing to the next, and next.... They haven't even got sufficient staff to answer the option 1 (place an order) calls at between 09.00 and 09.15 this Monday morning. I have an email confirming all items had been sent. I'm out of pocket by 1x light bulb £40, 1 x Lamp holder £27 *their website prices are also excluding VAT* and next day delivery £5.99 (because a specialist bulb with no bulb holder is no good to man nor beast, so contract not fulfilled), PLUS, to add insult to a £74 injury, I've got a 'Leaning tower of Pisa' customer-returned lamp holder (£22.54).
I have reported the financial loss to my Bank and made them aware of this company's other atrocious reviews on Trustpilot.
My Bank cannot reimburse me, but "will investigate" this company. My next 'Port of Call' will be to contact FCA (Financial Conduct Authority) in due course. I may have lost £74 in a £171 transaction but I'm not going down without kicking, and hard.
I've now had to reorder from Amazon which is where I should have gone in the first place.

Can't even make an order online, tried calling and they hung up the phone.
Rubbish customer service.

I use these all the time for reptile live food and other bits of reptiles I need and I think only ever had 2 issues - one was because I ordered on a weekend (don't ever order on a weekend!) and the other was my next day delivery was late, it wasn't Swell fault though, was Yodel. Swell refunded me the delivery cost.

I also purchased my bearded dragon set up from them with no issues.