Swell UK Ltd Reviews 

I've used Swell in the past for ordering live food and saw they had a deal on the fluval Roma 125 setup at Christmas so placed an order. The tank arrived at the start of January and I set up. Everything works fine except the light, it has never worked and I have been trying since the setup arrived to have the light replaced. I keep getting fobbed off asking if I've tried various different things which I have and it still doesn't work. I've also discovered they didn't send me the aquasky light that is meant to come with it. I have the Roma 200 from a different company and have never had any issues with the light. I've informed them that if a replacement isn't sent that I will be taking it further, 2 months down the line and still no replacement is beyond a joke. They've also deleted my account since I started complaining.

Poor customer service. Asked to return a terrarium as my daughter bought it and then shortly after had to stay in hospital for an extended time. She decided she would rather return the item and get a refund as she was limited in using it. However Swell wouldn't accept it back even though it had not been used and was in perfect condition as some of the packaging had been removed. Followed by a quite patronising suggestion to try selling it online, like it wouldnt have crossed our minds, but Swell could have made this easier for us at a very difficult time and they completely let us down. I have never had this kind of issue with any other retailer. Very disappointing and as a family we would never purchase anything from them again

Had multiple orders from this company amazing company and Luke who I spoke to on the phone was amazing and very helpful love your products to.

Recently acquired a red foot tortoise 5yrs old. SWELL have been outstanding!!! Great information. Amazing products .Outstanding delivery.
I wish everyone at Swell ..good fortune and to say thank you for everything you have done to give me the confidence to look after 'Winston' Knowing I can get great advice when needed is amazing.

Well here I am 5 weeks after originally ordering a pump and liner had to send pump back and ordered another one told refund could be up to 14 days well it’s now 26 days and communication is sparse phone doesn’t connect and we still haven’t got our refund even though we have sent them a picture off it in there warehouse won’t be using them again or recommend them

I ordered over the weekend and hadn't received a confirmation email, I panicked so emailed for confirmation & tried to call them but lines were closed until the Monday. Thankfully I received an email that morning with a confirmation (Monday) and the next day I had my order. I was sceptical because of the reviews I had read online (after I ordered) but apart from lack of communication I'm happy that I have received my order in time for my son's birthday. I've not set the tank up yet but so far so good

Not sure what all the fuss is about. Ordered a tank setup at a very reasonable price and all arrived next day no issues

Absolute shithouse of a company, they've messed up three orders on a row now. First one, charged me twice, second, sent the wrong stuff to me, third time, the package never arrived, tracking number doesn't even exist
Absolutely useless shower of bastards, avoid using them at all costs. I'd rather shit in my hands and clap than use them again.

Ordered a tank on a Wednesday. They sent email on friday saying it had been dispatched and would be with me the next Thursday. On the Tuesday they sent another email saying that they dont actually have the tank in stock and would not have it for another 2 weeks and said to contact them if this was okay or to start a refund. I phoned them at 9am, the time there phone lines open and was on hold for 2 hours. There automated robot mentions there is a huge delay in the dispatching and this message was recorded before Christmas. They can update there phonelines but not there website where the point of sales is made?? They never answered the phone. Emails. Or there customer support centre on there website. Others online mentioned contacting banks, so I opened a dispute with paypal to get my money back and surprise surprise I suddenly got an email back 30 minutes later saying they will issue the refund it will take a little while. So I responded 1 hour later saying im not closing the paypal dispute untill confirmation of money returned. Almost instantly after that I got an email from paypal saying they issued a refund. Do not use this company. They will do everything they can to avoid returning your money for as long as they can. I used linc aquatics who delivered my tank the very next day. No issues.

Purchased a fish tank. Arrived late damaged/ smashed after being delayed twice. Numerous contacts over a 3 month period. No replacement and have not issued a refund despite several requests. Very poor service

I placed an order. A delivery date was given for the order which never happened. A week later I had an email advising a new date. I replied within 12 hrs suggesting other dates in writing as per their request. No reply was given. The delivery attempt was made with zero contact or warning. I tried to email multiple times with no reply. An attempt was made again with zero contact. I spent an hour on the phone and asked for a refund. I was put on hold for ages whilst they discussed and was then asked for evidence of my email which I sent. I was then told I was to be charged for the failed delivery! Despite saying they could not confirm a date in writing for delivery they could confirm the charge and refund in writing! They were rude, obnoxious and seemingly committing fraud. The call came to end as “we close the lines at 530pm” despite keeping me on hold for most of it. I’m contacting trading standards. Do not purchase from this company. I have a pay by 3 with PayPal that I can’t stop and I fear I’ll be paying for an item I’ve asked for a refund for. If that comes to pass I’ll be reporting them for theft. I should add I’m also disabled with a degenerative, currently incurable and progressive brain disease with symptoms amplified by stress. This experience has knocked me for six

I have been trying to sort a damaged item under warranty and it would be easy and faster to send a pigeon, that I grew from an egg. Its painful! Come on guys..... 3-4 days for an email reply is unacceptable or sitting on hold for hlurs to speak to someone 🤔

Well where to start! First of all don’t make my mistake and do your research! Ordered a £600 aquarium. Did not have my colour in stock. I emailed and called to give alternative choices. Called multiple times and emailed and received nothing but very poor service. Finally came to the conclusion that I had to go elsewhere so requested a refund and guess what? No refund! Avoid at all costs! Now going through fraud case

No customer service waiting for a replacement light since October.

Don’t deliver things when they say they will. Don’t communicate. Don’t reply quickly to communications. Incorrect items delivered. Don’t answer the phone when you call to address this. Have tried a few times now as the prices are competitive, but they are too unreliable and I won’t be using them again.

I have always visited the retailer to buy my tropical fish, I have kept tropical fish for over 60 years.
This is the first time ordering fish on line , the delivery was excellent , kept informed of time of delivery and arrived bang on time.
The packaging was excellent , the water was still 24c , the fish looked really happy.
When released the fish settled straight in .
I will be ordering my fish this way in future
Well done Swell , very happy customer , and very happy fishes.

RUN!! Do not order!! Absolutely rubbish company. Poor service from the start. Ordered a whole aquarium and stand set up- not cheap. I was told numerous emails that I was required to be home to accept delivery. I took a day off my job- unpaid. No delivery. Two months on I still have no aquarium and no refund!!! They acknowledged it was delivered elsewhere, not to me and still will not give me my refund! I have bought elsewhere and am all set up. I will Never order from them again!!!

After waiting over a week for delivery of Marine fish, I ordered off their website, and being told they had been dispatched on multiple occasions, I finally received a call from their "breeder" who informed me that they did not have 80% of the fish I had ordered, but would ship those he did have.
One breed he said he had not even seen any of for over a year, even though they were selling them as in stock online!
Swell need to stop selling things they do not have in stock, improve their customer service and fix their phone system and website, which both seem to not work when trying to contact them.

Have contacted them again via their email, the only way you can actually get through to them it would seem, to request a refund! Wonder how long it will be before I get a response this time??

I’m now on day 17 of waiting for an order that was advertised as arriving within 3–5 working days, and my experience with Swell UK has been extremely poor throughout.

I’ve received multiple generic automated emails that don’t address my actual issue, and when I was told my order was finally on its way, I stayed in all morning. Only part of the order arrived. I was then told I would “just have to be in” whenever the rest eventually turns up, which is completely unreasonable.

The phone lines are just as frustrating — you wait around 20 minutes listening to a message about how busy they are, only for the call to cut off with no option to speak to anyone.

I was told the delay was because they were out of aspen. I asked for the aspen to be refunded so the vivarium and the rest of the order could be sent. Despite this, the remaining items still haven’t arrived and I haven’t received the refund I was promised.

The lack of real communication, the constant automated replies, and the ongoing delays have caused a lot of frustration. A 10% discount code doesn’t come close to resolving the inconvenience or acknowledging the poor service.

I’ve now requested collection of the item that did arrive, a full refund, and for my complaint to be handled by an actual manager rather than an automated system. After this experience, I won’t be ordering from Swell again.

Still waiting nearly 2 weeks for a refund of £1149 been told it’s been done first by Emily and now by Lyndsey. Not impressed will not be ordering again !