Swell UK Ltd Reviews 

Bough a media reactor ,and the sent me the wrong one, not too big of an issue and was corrected within 10 days , then a couple of weeks later the pump that came with said reactor broke so I contacted them they asked for me to send them the pump to them . They told me the pump was faulty and a new one would be issued , this is where it all went pear shaped ! The communication is dire at the best of times and after weeks of chasing I got a delivery slot allocated that just stayed at (waiting for sender ) . The status never changed and the communication completly stopped . My advise would be avoid this place , it’s not what it use to be .

Recently ordered some decorative items for a new fish tank, and it's surroundings.

On arrival two of the artificial rock decorations were broken, and I appreciate that things happen in transit. However there was glue residue on the areas where they had fractured, clearly these broke before dispatch and a very crude and poor attempt was made to repair them and then still sent out....

Contact the customer support, via their own website and uploaded photos as prompted.

1 week later I received a reply asking for photos detailing the damage....

Replied with the photos again, highlighting that I could see them in the original service enquiry, and unsure why they couldn't.

1 week later I received an email saying that for the inconvenience they would refund me 10% of my order. I accepted this.

1 week later no further communication so emailed again, the same day I received a refund for £1.20. This wasn't 10% of my order, re read the email and to be fair on their side, they specified it would be for the item not the order total.

My own fault for skim reading, however the two items totalled £13-14 and £1.20 wouldn't even buy the right glue to fix them, and as I thought they were going to refund the amount for the items (10% of the order was about the same as the two items combined) I threw them away because they were no use and I planned to get more but elsewhere.

I raised this same point with the customer service agent I spoke with and how £1.20 back off my purchased for two ruined items was pathetic.. no reply.

DO NOT USE THIS COMPANY ABSOLUTE SHAMBLES!!!!

I received zero order confirmation and the online portal said my payments didn’t go through. The money still hasn’t come back to my account, and the order turned up anyway after I used a different retailer for convenience. Customer services are not responding to any of my emails, and you can never get through on the phone. I’m down £180 for £90 worth of products that I can’t even use anymore. I am incredibly disappointed.

Purchased a new tank online and received it around 5 days after. After 2 weeks when I done a water change water started coming out the bottom, I had a leak. I urgently went to my local shop and bought a new one as I couldn’t chance the tank collapsing. I wrote to swell requesting a credit and cannot get an answer. Very bad after service.

Over the years I've used swell many times. Never again. I had a faulty item that I reported on the 25th of April and I got a return label after phoning because I had no response. It was sent back on the 30th of April and again I've had no response. So not only am I out of pocket but I no longer have the item. They do not respond to messages. Just avoid this company. The return code is RMA #100015969 this is for swell just in case somebody from customer services actually reads any of these.

Excellent service from Nathan and the dispatch team at Swell, would recommend and will be using their services again. Many thanks. Lee

Dishonest. Still waiting for my delivery. They state 2-3 business days, but so far been waiting 7 business days. They tell me it is in progress, but their web site now says the item is out of stock, so that is obviously the real reason.

How I wish I had visited trust pilot before using this company. Happy to take your money but no indication of when you will get your delivery no tracking information at all. Customer service is non existent- I would avoid like the plague. Spent days chasing an order that turned up late and on a random day despite them insisting the courier would contact me.

I ordered a floating pond raft kit on delivery they had sent the wrong item. customer services promised a replacement and since that time no replies to my emails and no replacement

I purchased a large tank from Swell UK and it was delivered on the agreed date. Communication could be improved in general as it takes 48 hours for them to get back to you and phone lines are often busy.
I have also made purchases from the shops they have on online marketplaces and all orders were received fast. No issues. For the best prices in aquatics one has to shop around; sometimes Swell UK offers the best deal and other times they don't. It happens with every retailer.

I bought an axolotyl from Swell uk, fantastic service, I would recommend to everyone

Ordered 4 live fish cost round £200. 3 fishes died on arrival, took pictures in the bag. The only fish alive has more than dozens of nasty big white lumps attached to its gill plates. Found out that’s a parasite called myxosporea that the world currently has no medicine to treat. Took it out of my main tank immediately after finding out. It’s a contagious parasite that might have already spread spores in my water. Complained with in 24 hours of receiving the order. Swell said it depends on what the supplier wants to do? Excuse me? Depends on what? So it’s not a matter of refund? You’ll decide what to do? For scamming my £200 and spreading disease in my tank? On top of that the 4 fishes worth £54 each looks nothing, and I mean absolutely nothing like their photos on the website.

I ordered Giant Orange Sulawesi Snails from Swell UK, which were supposed to be around 5 cm in size. Unfortunately, the delivery was delayed, which was already disappointing. But the biggest issue was the size of the snails themselves — they arrived tiny, about 2 cm, much smaller than advertised. Also, the colors were mixed, with orange and yellow snails together, which was not what I expected.

I have experience with these snails as I keep them in my aquariums. The advertisement stated that the snails would be around 5 cm in size, not 2 cm. These are clearly baby snails and not worth the price

I rarely leave reviews, but this has been by far the worst service I’ve ever experienced.

Their prices are higher than most competitors, so you’d expect a better level of service — but it’s actually the opposite. I placed an order (582206) and waited over three weeks, only to receive the wrong product. This was especially upsetting as it was for my autistic son, who had been really looking forward to getting a Tiger Watchman Goby.

When they finally sent a replacement, the fish arrived dead on arrival. I contacted them immediately and clearly told them not to send anything further. Despite this, they still sent another fish the following week, completely ignoring my request.

I’ve asked for a refund multiple times and have received absolutely no response. Their “price match” and customer service seem pointless — no one replies or takes responsibility.

Overall: overpriced, poor communication, incorrect orders, and zero accountability. Avoid if you don’t want stress and disappointment.

Coupon codes they provide don’t even work once it comes to checking out. It’s a waste of time trying to contact them as they don’t even bother getting back to you. I imagine they are the kind of company that if something goes wrong then you are screwed. It’ll take threats of a Section 75 or Chargeback to actually kick them into action.

Bought 2 pond liners both arrived damaged. 1 refunded 1 quibble by seller despite photos.
Bought a pond pump but they never delivered nor communicated by email, didn't answer phone
Ridiculous company absolutely appalling. Avoid avoid avoid. Go to all pond solutions instead.

Do not order fish from this company! Send half your order take your money charge you for live stock handling and when you ring them to find out where your fish are they tell you to order them again! Con artists please do not give this company your money!

BUYER BEWARE. These people will take your money but if you return the item unused and in perfect condition you WILL NOT receive a refund and you will get no reply by either email or phone. This seems to be tantamount to theft.

After seeing the reviews, after I had put an order in, I was very worried! My item was supposed to arrive Wednesday but didnt get despatched till Thursday, so I messaged the swell facebook and email they got back to me the day it was shipped, I cannot say a bad word about the company I had great experience, just shipping was delayed a little but understandable when this website is cheap compared to some company's, only 1 negative... the box carrying my items was destroyed on delivery, im lucky nothing was missing or damaged, maybe switch couriers as it look like it been thrown around 😂 but I am now tempted to order again! Thankyou

Needed a pump for aquarium asap so ordered from here as stated next day, confirmation said Wednesday/ Thursday still not here. If you need something asap I’d highly recommend steering away from swell