Swell Reptiles Reviews 84

The worst of the worst!! Pond filter faulty but my request for the faulty part was completely ignored. So the guarantee is not worth s***t..absolutel morons work for this cowboy outfit.. my advice buy from elsewhere

I ordered a number of things, all in stock, on the 10th June, and paid £5.99 for next day delivery. I made my order at around 15:50 and next day delivery cut-off is 17:00. I didn't hear anything about dispatch or delivery the next day (11th June) so I called and she said oh it hasn't dispatched yet but will soon, I will chase the warehouse. On the 12th June again I hadn't heard about anything about dispatch or delivery, tried to contact them and the phones just rang for 10+ minutes and then just cut off. I emailed them too and no reply (granted I sent an email around 17:00 and they close 17:30). I would just order your aquarium/fish items somewhere else. Unreliable with poor customer service.

Update:
I ordered and paid for the item for next day delivery on Monday and it is Thursday and still not dispatched and I cannot get in touch with them. I have contacted my credit card company and initiated a chargeback. I do not trust this company.

probably the most incompetent customer service team going. I got my 3 year old niece an aquarium for Christmas. We set it up on Christmas Day, plugged it in & the light blew. Contacted Swell & a new one was promised. Incorrect lights sent & 6 months on still they can’t get it right. Phoned to speak to someone and she can’t deal with it, I need to email. Again. I’ve already sent about 8. Apparently they think this is the correct light for this tank 🤦🏻‍♂️ Aquarium experts they’re not.

What is occurring here??? Been a customer for years and many many orders delivered perfect. They were the best of the best, not anymore. Placed an order after not using them for 2 years and what a change, no conformation email, nothing. Rang them and after 30 mins on hold was told Oh we've got your order, okay what about my invoice?? Nothing?? Anyway no emails, no updates, no replies to contact emails left on their site. From experience I've a bad feeling this looks like a failing company, beware folks. Hope I get my delivery. Its easier to contact some distant alien civilization. Sorry swells but you've just lost a customer.

Ordered £480 pond filter paid extra for next day delivery, waited in all day nothing phoned and after at least half hour waiting spoke to someone I was told it hadn't been picked by warehouse but she would make it a priority and refund the extra I had paid.
Today rang again to ask what courier they are sending it with to be told they haven't picked it yet! But they will make it a priority!!!! In the meantime I have a pond with fish and no filter. Asked for refund and was told ok, no apology nothing.
Will not be using Swell again

After being a customer for years, I've tried their after sales service due to a faulty product. Very slow and no response at all in some cases, don't really want to know and help in any way at all, disgusting, I'll pay a little more and shop elsewhere from now on!

Terrible customer services really not interested and very abrupt they just fob you off.Didn’t reply to emails.Got my order completely wrong.

Awful shop. Ordered frozen and live reptile food last week. Fob you off with promises of emails that never materialise.please don’t buy from here.
UPDATE:
Arrived today totally UNFROZEN joke of a company!!!

Absolutely dreadful company. Ordered a pond filtration system. It was cheap rubbish , cost us £35 to return it and we have been waiting for several months for a refund. Will never use them again and would warn everyone else to avoid like the plague.

18 March 2024: Put in an order for a large paludarium

22 March 2024: Received a heads-up that my item was arriving, with the following information: "Please check glass aquariums (if your order consists of one) on delivery for damages, please reject the consignment if there are any visible damages[...]"

That same day, the driver arrived and tried to pressurise me into skipping checking for damages. I did discover that there was a large crack at the bottom of the tank, and then had to argue with the driver for a while who refused to take the item back. (Highly recommend Swell either updates their delivery instructions to the customer or drivers in this case, as this was an unpleasant experience.)

Contacted Swell who initiated a collection, which occured about a week later. Was told that a replacement was on order.

10 April 2024: Asked for an update on the replacement, was told "we are expecting this to arrive 11/04/2024."

17 April 2024: I explained that I had been under the impression the replacement would have been shipped, by then, was told "It looks like the replacement is still on the system and is yet to be dispatched as the stock has not arrived. Are you happy to wait for the delivery or would you prefer a refund?"

23 April 2024: I gave up waiting and cancelled the order.

I had previously purchased from Swell - wasn't an amazing experience, but it was fine enough. But this really sucked, especially coming on the heels of another weird reptile retailer experience, and I guess I'm just going to have to keep looking for one who can - at minimum - communicate updates and ship on time.

Ordered a tortoise table and a tortoise kit, the kit turned up with products swapped and not what I ordered. Then a few hours later the tortoise table turned up damaged after yodel have kicked it round a bit.
Really disappointed I could have accepted the error with the kit but why on earth they use yodel for delivery is beyond me!
Will not be ordering again. Avoid!

Would NOT recomend, paid over £80 for my order, in that order bulbs was put in with a heavy bag off bearbie life sand, and i recived two dishes that was stated 15 cm , upon reciving them they wasnt 15cm but much smaller, i decided i can keep one for another pet and requested a return for the other , i recived a email back days later asking for pictures with messurements this i did , its been 5 days and no reply what so ever , they clearly dont care about customers, or MISS selling items, I REALLY WOULDNT RECOMEND THESE

Spoke to swell today after a delivery was sent to wrong address thanks to the lady who had received it not in Leicester where I live but Ratby village.I collected the parcel my name and address clearly on the label as I ordered this item through Amazon was very surprised Yodel was used for delivery but now reading that swell use Yodel as there courier will not be going back.

Not my first order, but I made an order with swell aquatics a few days ago, from what I have seen by the tracking information provided, my order has been sitting in a yodel depot for some days now. I wonder why you would use a company that's not very well regarded for your deliveries. I tried to get in touch with swell to find out when I might receive my item, but after following the link, found endless amounts of reading material that I don't have time for.

I always buy from this company. But you know what they are getting very expensive. On their sight fpr a 125watt solarglow mercury bulb at £62.99. However, if you go onto ebay I can buy the same bulb from Abracadabra for a whopping saving selling at £42.99. Swell reptiles is getting very greedy. You will lose customers if you don't start reducing your prices. A lot if competition out there. I will be looking elsewhere from now on. So people shop around right. Swell reptiles selling Arcadia bulb at £41.69 for 100watt. Abracadabra on ebay selling it at £37.99. So I know where I am going from now on. Swell reptiles getting far too expensive now.

Purchased a 55watt uv tube only lasted 2 months one end blew after sales was terrible firstly blamed it on me after proving it was not my fault they said uv bulbs have no guarantee they just did not what to know my custom has gone

Ordered 2 times from Swell Reptiles,

1st Time, Order arrived completely smashed (Not their fault i'm sure) they then organised a replacement. Which arrived 5 Weeks Later and Also the Wrong Item so had to order yet another replacement which took an extra week.

2nd Time, Ordered plants and bioactive custodians. a few days after I received an email saying that one of the plants were out of stock and that they'd hold the order so that they could send them all together. 3 Weeks Later, the plant that was out of stock arrives. But the rest of the order, was missing.

I contacted them, they said Sorry that this plant was out of stock (Which was the only one I received in the order ironically) I explained that this is the only one that I recieved.

After I emailed them asking if there was any update, they asked me "Would I like a replacement or a refund?" I don't need a replacement, I need the stuff I ordered in the first place for it to be a replacement.

Then they refunded me only half the order which I had to chase up again before the processed the rest of the order as a refund.

I sadly wouldn't recommend Swell as there's just too many negatives and risks from ordering from them.

Terrible.

My order of frozen mice arrived completely thawed. They supposedly sent out a replacement but after waiting a whole week, no sign of it. Emailed them only to be told it was lost and they’d send another today. Still no sign of it. Been stuck waiting in yet again and on my birthday of all days. Gave me a 10% off code to make up for it lol. Useless since I won’t be using this company again. Two weeks total and still no mice.

Edit: Finally turned up. Changed my review to three stars because it’s completely put me off ordering again but I did eventually get them in the end.

1-2 working days for deliver. Its now day 4!! this is ment to be LIVE food..
I even had to ring up for a tracking number. and found out royal mail still haven't got it. I rang again 'our suppliers had delay' & 'Sorry, Its not our fault'
Avoid this company

😡😡😡not trustworthy company. I ordered pond liner 40 years warranty ones and they sent me 24 years warranty one when I called they said it's wrong sticker. I don't believe that it's even cheaper and skinny pond liner. Charged me for the good one and sent me cheaper one.