Swell UK Ltd Reviews 

We had an issue finding a part for our aquarium pump that broke during maintenance. But thanks to Nathan at swells help in 2 emails he was able to find and sort out delivery of the replacement part at no cost!!

The emails response times were extremely good
Swell and Nathan have helped save our Christmas for our fish

Extremely happy with swell and won't be ordering from anywhere else going forward

Awful customer service. Generic responses, order not received, feel like I’m talking to a brick wall. Don’t waste your time ordering from Swell!

I have used Swell for a good number of years and my experience has always been a positive one. In December 2025 I placed an order online for an Oase biotec filter kit and placed the order at the weekend. On realising that I needed the next model up i sent an email to immediately cancel the order and followed that up with a phone call on the first working day. My experience was a positive one the customer services cancelled and refunded my first order then took the new order and acknowledged my original email. I later received an email from Holly confirming that my new order would be delivered on 12th December. I emailed to arrange an alternative date. Holly responded promptly and arranged a new suitable date with the couriers. In fact Holly responded promptly to all of my emails and my purchase arrived on the agreed date and in good order. I have read the negative responses which if I am honest caused me undue concern, so I decided to post this positive response

*UPDATE*
Swell finally responded to my email nearly a week later. The next day delivery I paid for on Friday turned up on Wednesday in a smashed up box. The £60 worth of salt ordered was in a broken tub (needed for mixing the salt), and contained a broken and therefore contaminated bag of salt. Now I’ve no way of getting my son’s new tank up and running for his Xmas present. Thanks a lot swell. Sent photos in response to their email and undoubtably will have to wait another week for a response if I get one at all. Swell ironically sucks!

If I could give Swell 0 stars, I would. What an inappropriate name for a company that are far from swell. £50 spent and then paid the £5.99 extortionate delivery charge for next day delivery…on Friday. It’s now Wednesday and we’ve still not received our order. DX delivery showed no info barring Monday. No delivery. Tuesday a window of 16:27-18:27 with no delivery and parcel showing Bodmin when we live near Penzance. Then today it only shows Monday 15th for delivery details…with no first attempt made.

Swell phone lines are closed for staff training apparently, they are also non responsive to emails.

DX delivery are also non responsive and when on hold for 30 minutes, the line simply went dead.

I’m beginning to think I’ve been conned and this isn’t even a legitimate company. I’m going to contact my bank and report it as fraud and request a refund.

Do not bother ordering a thing from this company!

I paid for a order of Daphnia, Id previousely ordered some back in September and it was delivered and the fish enjoyed so I thought to order again during black friday sales. Order was never delivered, I followed up and spoke with someone named Lyndsey who said they would follow up with supplier, never heard back so I emailed again, received a tempate response from Lyndsey explaining delays with shipping due to orders, re-explained and asked for a response. Received an email saying they were looking into it again, I requested a refund, they then placed the order again with their supplier, and said they couldn;t refund as the order was with supplier. never heard anything for about a week, emailed again to follow up and request a refund, then received an email saying the supplier had been refused delivered and they wouldn't refund due to terms and conditions etc... I live in an apartment managed by parcelforce, there is no need to speak with the reception and all they need to do is follow the steps on the door of the storage room. Have raised this with my bank now requesting a full refund. Will avoid Swell at all costs and really suggest all customers do the same.

Paid extra for next day delivery and sat on the phone for over an hour to finally get through to someone who was rude and didn't care.

They said this to me and I quite "It's Christmas time so it will be there when it gets there" WTF?? I paid for next day delivery and my item is still not here 6 days later.

Absolute joke of a company and even more absolute joke of customer service.

AVOID BUYING FROM SWELL.

Ordered a shaker 252 in slate grey ! As it STATES on there OWN website IN STOCK.

Paid over £800......recieved an email few days later asking me what day I'd like delivery ! Ok all good far !! so chose the 12th December and booked a day off work as its kurb side delivery and my wife isn't strong enough to handle the goods on her own.....recieved an email 11th December stating not in stock and will be delivered direct from supplier??? Tried to call swell
I wouldn't even bother trying to call this company as they NEVER answer! Was on hold for over 45 mins!!! the following day phone lines were all off due to staff training day lol....this was a present for my daughters birthday chose swell as states in stock!!! Birthday suprise ruiend !! Just looked on website today 14/12/2025 and to no suprise still saying in stock lol....lies lies....!!! will take your money straight away and then palm you off never answer phones or emails.....in all onesty avoid this company go elsewhere. As it stands today 14/12/2025 still no idea to when we are receiving our goods.

Thanks swell for the great work NOT.

Placed an order for item which was in stock 2 days ago. Paid for advertised next day delivery. Payment taken from account but two days later it still shows as processing. No replies to emails or answers to my phone calls.

Ordered online and money taken from bank, no confirmation email arrived. Tried to call to confirm the order but phone lines were closed due to staff training! Emailed them explaining I never recieved an email confirmation of the order which I normally get instantly to be told I needed to check the tracking details on their website (how can you have tracking without the order being confirmed?) went to the website but needed an order id which I never had ... round and round and after numerous emails filled out web forms and trying to call (never once got through) I get an email back saying sorry were busy due to black friday deals. So why close your customer care for training if your extra busy? Finally after 3 days got an email saying order is queued for processing and basically it will arrive sometime before the end of time!! Not what I usually expect from Swell.

Lyndsey was effective and efficient dealing with the issue and very personable!

Very disappointed with the service from Swell, I ordered a skimmer and paid the express delivery £5.99 for next day as going away the following day, did'nt arrive and no email of dispatch, tried calling and no answer on the day it should of arrived, called the next day to be told the express next day delivery is only when it leaves the warehouse, so not! next day delivery. Told them they need to say this on there website. Any other business who offers next day at extra cost would be next day. Don't think I'll be using them again.

Had a fault with a filter called multiple times before getting threw to someone sitting in cues for over 4o mins at a time finally told someone would be in touch to deal with faulty item within 24 hours..... that was almost 2 weeks ago absolute bomb scare of a company make sure you spend money elsewhere

UPDATE 22-12-2025
Further to below, when I hadn't had response by 09-12 after numerous phone calls I made a formal complaint to PayPal who initiated an investigation and requested Swell to respond by 26-12

I was not expecting a response until the New Year but PayPal informed today that Swell had refunded the full cost of £327.

Oringinal text- Pretty un-impressed so far, ordered a new aquarium set on 27th November with a 4 day free delivery.

Confirmation received of order and placement, presumably automated.

Email received 28th November stating order coming direct from Manufacturer but no tracking details.

Chase email sent 2nd December with response received 3rd December to say issue raised with manufacturer and to give 48 hours to investigate.

Chase email sent 5th December with no response so far.

Not impressed and wouldn't recommend then to anyone to buy from. Poor processes and communications.

ZERO STAR! Absolutely atrocious company to deal with.
I ordered £700 worth of pond equipment on “10th October” and still not received anything, quick to take payment.If it wasn’t for me getting in touch chasing my order I would be none the wiser as updates are appalling.
I would definitely not use this shambolic company ever again and would recommend other people to go elsewhere.

Sadly I recently placed my first order with Swell UK and its turning into a nightmare! The item arrived damaged and despite my best efforts and via various emails/messages and calls over the last two weeks I'm still waiting for Swell to call me back regarding the replacement!

DONT NOT CONSIDER USING SWELL UK AS THEIR CUSTOMER SERVICE IS APPAULING!!!!!!!!!!!!!!!!

Terrible customer service. Don't stick to agreed delivery date then won't refund you for it even though they say they will. When finally did get item it was out of date and customer service just ignored my emails when I sent them proof of the issue. AVOID AT ALL COSTS

Ordered some necessary lighting for our reptile on 30th. Paid for next day delivery as was required. The items didnt dispatched until 2nd. Still no sign of my parcel on the 5th. Tried to contact but turned to answer phone even on sales, blaming a technical issue or can’t cope with the complaints. Avoid!

I ordered a fish tank from Swell UK on 18th November and was told it would be dispatched directly from the manufacturer, with delivery stated to be around four days.

After a week of hearing nothing from either Swell or the manufacturer, I emailed to chase it up. Waiting several days for a response seems to be the norm.

A few days later I received a phone call from the transport company to arrange delivery. I thought great – it had taken longer than promised, but at least it was finally on its way.

However, when I called the transport company on the day of delivery to confirm timings (as it was a palletised delivery and I needed time to leave work), I was told the delivery didn’t exist because they had never received the pallet.

Only then did Swell contact me to say the item wasn’t even in stock – two weeks after I had placed the order.

I have now spent two days trying to cancel the order and obtain a refund. No one answers the phone despite the recorded message saying someone will, and emails take several days to get a response, if at all.

I am absolutely disgusted with the level of service and customer support Swell UK are providing. They still have my money and I’m no further forward.

Nathan helped me with a quiery i had relating to a heater, he was polite and helpful, issue w was resolved in minutes of receiving an email, he has kindly offered to send me a additional heater for the fish tank I purchased from Swell. Excellent customer service as usual.

Wish I had read the reviews also. Bought a medium sized fish tank and kit for my sons birthday but wanted it a couple of weeks prior to set it up before the day. Website said delivered in 2-3 days for free delivery so I went with that. A week passed with no communication, no delivery or anything. Feeling scammed i had been trying to call with no joy. Finally got a response to my email 7 days after I sent it (which was 3 days after I placed the order) to say it will be dispatched. No apology or anything. I then mistakenly ordered some more kit (water chemical test kits, cleaning equipment and water change equipment) and surprise surprise nothing since my order was placed 5 days ago. No email no tracking nothing. Do not use these guys just go to a reputable garden centre or Amazon if money/time is tight. Lesson learnt for me 🤦‍♂️