Swell Reptiles Reviews 2,129

placed an order and immedietely wanted to cancel as i forgot to add an item. No option to cancel anywhere. I tried to call up the phone and nobody answers, sent an email instead to cancel and my order got despatched anyway. Was eventually told to just order everything twice and return one of the parcels. Tried to arrange a return but the returns process is so outdated, numerous packing slips required to be printed, you have to pay for return delivery (despite me wnating to cancel in the first place). Its been nearly 2 weeks since my items were returned ive still received no refund. Trying to get through to somebody on the phone can take hours. Avoid this company.

Honestly, this has been an absolute joke from start to finish.
I ordered an Arcadia LumenIZE Pro UV Kit on 30/01/2026, paid for expedited shipping, and the unit arrived dead on arrival. I sent video proof, but Swell still dragged things out for weeks because they “had to test it themselves.” It wasn’t until 18/02/2026—after I chased them—that they finally arranged the exchange.
The replacement arrived, worked for ONE DAY, and then died. Returned again on 20/02/2026.
Their own tracking shows they received it on 23/02/2026, and I was assured the refund would be processed within 1–2 weeks.
It is now 26/03/2026. Over a month later. No refund. No communication. No accountability. And every time I call, I get a different excuse.
And now the best part:
Today I’ve just been told that instead of my refund—which I have been chasing for weeks—they’ve magically decided to send another replacement item, even though I explicitly requested a refund.
They only “arranged” this today, completely ignoring everything I've said up until now. No notification, no confirmation, nothing. Just quietly pushing through something I didn’t ask for, didn’t want, and shouldn’t have to deal with after two faulty products and a month-long refund delay.
The level of incompetence here is unbelievable. Two dead units, endless delays, zero communication, and now they’re sending items I never agreed to—instead of giving me my refund.
This has been one of the worst customer service experiences I’ve ever had.
Avoid Swell Reptiles at all costs.

I used to think Swell Reptiles were excellent, and for years I recommended them to others in the trade. Unfortunately over the last 18 months the service has gone downhill, and the overall attitude and reliability just isn’t what it used to be.

We’ve had multiple issues where items were shown as in stock but then didn’t get dispatched for weeks, and we only found out after chasing it ourselves. Communication has been poor, and when we have contacted them the responses have often felt abrupt or unhelpful rather than trying to resolve the problem.

We’ve also had several orders arrive very poorly packaged, including fragile items like bulbs and glass equipment, which then arrived damaged. On more than one occasion we were asked to send broken items back rather than photos being accepted, which caused even more delays. Each time it has meant more chasing, more waiting, and dealing with what feels like a really negative attitude from customer service.

What’s frustrating is that they genuinely used to be one of the best suppliers, which is why we stuck with them for so long. But recently the experience just hasn’t been good enough, and we now tend to use Internet Reptile or local suppliers instead as the service is far more reliable.

It’s disappointing to write this because they used to be a company I trusted and recommended, but based on the last 18 months I can’t say that anymore.

This company is terrible to deal with. The first issue I had with an Exo Terra monsoon system not working out of the box and it was only fully resolved after I raised a PayPal dispute which I cancelled once it was resolved.

Gave them a second chance and they sent two 100w white python bulbs inside 150w boxes and said it was a picking issue which makes no sense as the bulbs should have been inside the box from the supplier.

I told them I needed the replacements ASAP as I had new arrivals coming. They avoided my question about sending me what I originally ordered in the meantime while we wait for the old ones to be collected. Basically I've to wait to next week for them to collect the wrong ones and wait on them recieving them before they'll replace or refund even though it was their fault. Communication is terrible with them unable to answer simple questions. I rarely leave negative reviews. I will never order from this company again and wouldn't recommend them to anyone.

I have used swell a couple of times now,and just wanted to say how great they are. Easy to use website, products are perfect, quick delivery, and reasonable pricing.
Highly recommended

It's just sad, such a shame! :,(
Swell Reptiles used t be a thriving trustworthy online retailer back in 2019 when I ordered from them vivarium £279, faunarium, and deco for the vivarium, as well as all the sizes from pinkies to fuzzies and small, small/medium, mice. So many times I ordered, so many times they delivered in a perfect relationship customer and shop.
Now this time I ordered the usual 10x small/medium mice, my usual, for my adult snake, but the order got lost, i ordered on 28-Feb-2026, then by Sat 7th March with no delivery, I contacted. Holly kindly replied, and asked if i wanted a refund. I said no, as i just had the one mouse. I asked the re-send. Today 17th March, no delivery, no email of any logistics service, and i sent another email -- as their phone 0161 351 4700 is on constant message, and I waited over 20 min and no answer, they apologise that they have been having problems.
I give the 3 stars as I had a great experience earlier, and havent used them recently, as there was a local show in my highstreet who sold these mice, and sourcing locally is always a best option. But this shop closed, so i returned to order with Swell.
It's sad that it indicates problems in a once thriving online shop.
Good luck, hope you sort out your act.

I seem to have had a better customer service experience than others. I have an exo terra thermostat that doesn’t seem to be functioning properly, albeit it doesn’t seem to be broken. I phoned and spoke to Luke yesterday. I agree it can be a long wait on the phone, but yesterday wasn’t too bad. When I spoke to Luke he asked some questions about the set up and has suggested it may be an issue with the heat emitter rather than the thermostat. From his explanation this seems to be a possibility and a sensible first option to try to resolve the issue. He followed up by saying he would consider a recall if this doesn’t work. It seemed to me that he was genuinely trying to resolve things with the least impact possible and was polite and helpful. No complaints at all. The current delays in dispatch and delivery can be frustrating when you’re trying to set up a new pet and get it right with limited experience, which is why this isn’t 5 stars. Otherwise I’m very happy with the service I’ve had.

After taking the time to travel and return items I had ordered to the store for a refund two weeks ago I was told there's no customer services there to refund at the weekend so my return was written down on a pad and told it would be sorted the following monday and to take a photo of the items I returned on the desk as proof of returning. I have sent several emails to them since and have heard nothing back and no refund has been issued. I am extremely disappointed as it's not a small amount of money and I will have to open a dispute if no one gets in contact with me.
Sadly it has put me off ordering anything from this company again.

I often order from here for my dragon and never have a problem this time ordered and didn’t receive delivery after 2 weeks which is very unusual it was stuck at yodel depot I messaged swell and Holly kindly sorted it within a couple of days the parcel was lost they sent another delivery for my items free of charge the next day excellent customer service and I have a very happy dragon
Thanks again Holly at swell

Complete waste of time.
Never order from this company. Ordered 5 rats for 10 mice and promised next day delivery for an extra £9.99. Nothing came the next day. I sent an email complaining. An email came back the following day apologising and saying she would look into it. Then another email came, saying the order would definitely come the following day, but surprise, surprise, still no delivery. Still waiting, so now I have demanded a complete refund, but have heard nothing.

Unfortunately, my package was lost. I emailed and received a response the next day, early in the morning. Holly was very kind and immediately offered to resend my order as soon as possible. I'm very satisfied.

I ordered springtails on Friday. Their website states next day shipping if you order before 4pm. I thought I might get lucky and get them on Saturday, worst case Monday or Tuesday.
It is now Wednesday at 7 PM. I have never received these springtails. There is no tracking information. My order was marked as complete so I called to ask about it. I waited on hold for 30 minutes. They blamed a third-party. It sounds like they should work with a different company. This has caused me so much stress. It’s shocking they ship live beings through Royal Mail with no tracking number. I can’t leave my house because I have no idea when they will show up. I can’t wear headphones because then I won’t hear the door. I will never shop here again.

Ordered live food which was marked as dispatched 5 days ago, still nothing. They don't answer the phone and still no response from email. No tracking info either. The first time this happened I thought it was just one of those things. Second time it's the same!!! Never again!!!!

If only I could give it zero stars!

Placed my order and paid £9.99 for specialist delivery of frozen food. Advised it had been dispatched on Monday and it's now Wednesday - no delivery, no tracking number yet they've marked my order as completed! And the shipping method says stamps/franking! FOR FROZEN MICE AND LIVE LOCUSTS! Never again!

Unfortunately One Star is the lowest I am able to put to be able to write anything, realistically ZERO Stars would be much more accurate.
I am unable to comment on the actual product as despite ordering on 01/02/26 and paying for express delivery my order is still not here (now 18/02/26).
I contacted Swell on the 4th to see when my order would arrive, received a reply saying that the delivery payment would be refunded (still waiting),
I contacted Swell again asking when my order would come, no response.
I contacted Swell again 07/02/26, they replied 2 days later apologizing and sent a 10% off my next order (next order..... seriously).
I then received a second email later that day 09/02/26) saying they were investigating and I should get feedback within 48hrs.
At this time I have received no order, no refund and no further updates from Swell.
I have had to open a claim with PayPal to try and get my money back.
Absolutely shocking service.

I ordered pro-rep resin, not realising it was pigmented instead of clear. I returned and asked for store credit. I was confused why this was not added to my account, so emailed to ask. They responded that I would have to phone and they would do it "on this occassion".

I tried to phone three times and no one answered the phone.

At this point, I was pretty frustrated. I emailed and asked them just to refund it instead. I was then told they had nothing on my return and asked for information. After I provided a tracking number and POD, they refunded without so much of an apology.

I made a mixed order of live food and general equipment. The live food arrived quickly, from a different company. The heat bulbs, tank decor and other items we dispatched almost two week after ordering. I am thoroughly disappointed, because Swell has been brilliant in the last. Its now the 11th of February, and still no sign of items ordered back in January.

Ordered 26th jan didnt receive until 3rd feb. Avoid this company at all cost! Send out dead bugs half filled tubs & wont do nothing about it!!!! Wish I checked these reviews sooner

Terrible product £250 worth of tat. Nothing lines up, extremely difficult to assemble despite being very experienced at DIY. Reported it to Swell reptiles who haven’t even bothered to reply. AVOID AVOID AVOID

The order was never fulfilled and they refuse to respond to emails or communicate in anyway. I will now be forced to request a chargeback.