Swell Reptiles Reviews 

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.

Bought some morio worms online on the 8th Jan 2025 - still waiting for the delivery- rang customer services and they said they will call me back - guess what - they didnt - wheres my cash or worms?

its not difficult for christs sake - anyway gone to a local reptile store and got worms

i expect a full refund

Swell Reptiles went out of their way to help me when an issue arose with the order. They absolutely looked after my needs. Their products and service are awesome.

I was happy to receive help with choosing and ordering items. The person was very professional and willing to help.

Ordered 2 cork tile backgrounds which were incorrect size, after a couple of emails I was told a replacement would be sent, much appreciated and thankyou for your help LUKE and EMILY

Excellent quality of mice, customer service is very very good. I had a problem with delivery (courier ) I contacted swell and spoke to Emily who sorted the problem out rapidly for me. I highly recommend using Swell for your frozen reptile food. And for the excellent customer service by Emily.

Literally horrendous. Ordered a tank for my crested gecko in November that wasn’t exactly cheap and it came a few weeks ago completely smashed, this responsibility does not lie with the courier. Over the last few weeks I have been ignored every time I have tried to email/ phone by the team that are responsible for resolving this matter. We need to realise that this is blatant theft and shouldn’t be disguised as anything but that, from orople that are loyally coming back to your company. As a seller there are laws and responsibilities.

Placed an order for locusts a week went by and nothing! have emailed - nothing! made a phone call - nothing! I'm unsubscribing after my 1st order

Poor poor poor service! Don't wast your money. Should have looked at the other reviews 1st

I bought some frozen mice for my snake last week Wednesday. They dispatched it the same day without tracking information. It's now Tuesday the following week and I still haven't received it. I tried to order a refund but couldn't. I called customer service but the phone rang and rang with the same repetitive marketing message.
I want my money back!

Edit: It's now, 26th and haven't received a refund, also there doesn't seem to be a way to.

absolutely awful company. STAY AWAY!! ordered frozen rats a few months ago, they arrived rotting and defrosted- i contacted multiple times through email and phone number, and was completely ignored by staff. now, after giving them benefit of the doubt, i ordered some pond liner, ceramic fixtures and substrate. where is it? NOT AT MY HOUSE. AWFUL customer service, AWFUL quality items, AWFUL delivery, AWFUL company!! STAY AWAY.

Ordered frozen next day delivery costing £10.
4 days later it’s still not here.
Do not use this company.
I will now have to do a CC charge back.

No customer service, no tracking details.

Suspected fraud.