Swell Reptiles Reviews 

Paid for next day delivery which didnt atrive and no time frame when they look to ship out. Tried calling multiple times waiting 20 mins on 1 call with no answer to any call. Will not ve using this company again

Only giving it a two for the staff that handle the phone calls as I’m sure people get pretty aggy with them and I feel bad. I picked next day delivery as a matter of necessity, I was only going to be home for the first half of the week! Was due Monday or Tuesday, it’s Wednesday and no dispatched update at all even though I called yesterday to chase it. Had to cancel and will be ordering elsewhere from somewhere that actually seems to deliver their items. So much unnecessary stress for what should be a happy time setting up a new animal…

Attempted to order 3 x Tortoise Substrate. Authorised Payment 3 times on Banking App at Checkout, Swell Site did not proceed any further and the ‘Place Order’ button remained greyed out and was unable to proceed. Contacted Customer Service via Telephone and after 20 minutes was answered by a rude, over talking female Agent. More concerted informing me that I could not have the product next day as to busy! That said the Site will still take your money for Next Day Delivery had the order of gone through! Didn’t wait for an explanation re the site not working correctly due to her rudeness, and ordered elsewhere, whereby they are able to manage the Website, and Delivery. This may be one of the biggest Reptile Sites, however plenty of other independent Companies who are waiting to take their business when they are unable to deliver! Will not use again.

I made an order on Thursday evening for a tank, paid for next day delivery and was advised I would receive it Saturday. Friday 5pm comes and the order still hasn't been dispatched, so I email looking for an update. Saturday rolls around, still not shipped, and no response to my email.

On Sunday, I get an email advising the parcel has been dispatched, however I would not get an update on tracking until the courier picks up the order (so it's not been dispatched, you've packaged it and created a label). It advised on the email that the couriers pick up orders Monday-Friday at 5pm, so I definitely wasn't going to be getting it on Monday. I had also noticed that it was shipped under FedEx Economy, not next day, so I wasn't going to be getting it Tuesday either.

I've checked the tracking this morning, and it's still not been picked up by the couriers! So 3 days after I was supposed to receive it, and it's still not even been sent out. On top of that, I get a generic email response from the company, offering me a 10% discount on my next order! I don't want the discount, I want a refund for the next day shipping I paid for, and I want my order to be sent out!

Nathan emailed me back about an issue I had with an order really quickly, fixing the issue promptly. Really appreciate his help.

Very good service and product

The products are really competitively priced, always as described, and when I've had stuff break during postage it's been replaced. Can't fault them.

Well where do I start delivery was quick ,, but we ordered a platinum setup for a bearded dragon which we ordered thinking everything we would receive would be perfect so we could buy a bearded dragon,, but oh no they sent wrong thermostat/dimmer , wrong size UVB unit kit ,, no basking light cage , and wrong basking bulb ,, but only found all this out when we went to purchase our bearded dragon so instead of being able to get our new family member, we had to buy all of the things again to be suitable for our vivarium that we got in the supposedly platinum setup,, would never recommend this company

I had a wax worm subscription that I was very pleased with. Always arrived on time and with plenty of worms. Good value for money. But I needed to cancel as I no longer had the animal they were being fed to. I couldn’t see how to cancel, but Holly from Swell sorted it out for me very quickly. I’d certainly use Swell again if I had the need to do so.

Order was delayed being picked and packed so had to wait longer for it to be delivered.
Tank is a good size and the only downside is the door is a bit difficult to open and the digital thermo hydrometer did not work properly and kept giving false readings so had to buy a new one.

Terrible customer service. I placed an order very late on a Thursday but realised that this wouldn’t arrive on time, 100% my fault. However I spent over 4.5hrs on Friday trying to get through to swell via phone to cancel the order. This didn’t work and it seems they now have turned off their phone lines completely.

I then emailed to cancel the order, this was within 24hrs of placing the order. On Monday I got a reply to say the item had been shipped on Saturday so the order couldn’t be cancelled. I reached out to the courier, FedEx, who informed me that the order had not been shipped and wouldn’t be collected until the following day. I chased Swell again for a cancellation and they just kept refusing again lying about the shipping status and kept saying “FedEx don’t scan items until they reach your local depot”, another lie. The item was collected Tuesday and delivery attempted Thursday. Delivery was refused and returned to Swell by Friday 11am. Swell held out on refunding me claiming they couldn’t refund me until FedEx had confirmed the delivery to them. I obtained this information in 15 minutes via FedEx on the Friday. They refused to accept proof and despite physically having the items delayed the refund. After a full week of chasing the refund I got fed up and threatened to pursue the matter with my bank to which suddenly the refund was approved, funny that.

Swell customer service will do everything in their power to avoid doing their actual jobs to the point they will feed you straight up lies. Getting an apology out of them despite being caught with their pants round their ankles is like getting blood from a stone. I dealt with Emily & Lyndsey.

P.S. their frozen rats are dropshipped from Peregrine Foods, I suggest going direct.

Lyndsey was a tremendous help when I accidentally ordered the wrong item from swell aquarium and was able to sort out a collection for the item and get the correct item i was meant to order sent out straight away!

Specifically paid for next day delivery as my tortoise is unwell and the product was needed ASAP. Didnt arrive. Questioned them and said its still being packaged ... 4 days now, no package and apparently still being packed. Requested refund for shipping I paid for, agreed...but you guessed it, still not recived that or the parcel. Terrible service!!! Avoid!

Paid for a delivery of essential electronics for a vivarium for a rescue animal. I was told it would come next day 100% and that it would be here on time before I have to leave for my holiday. Any guesses on what didn’t turn up today and is now turning up tomorrow whilst I’m on holiday… ******* typical! I know you’re reading this review and probably still going to order but don’t! Trust me go somewhere else. The reception staff at swell are brilliant (when you can get hold of them after a 3 hour wait) but whoever they’ve got working in the warehouse need the sack as well as the person doing the hiring. Never had an order arrive on time. Items have come damaged. Don’t do it look for somewhere else like buzzard reptiles or something. DONT DO IT!

My order was delivered on time and the price of the products was much lower than anywhere else I had a problem with the delivery which was the delivery companies fault I called swell reptiles and spoke to Nathan had it was resolved straight away and a new item sent out very happy with the service I have had in the past and now and will continue to order from swell reptiles in the future

Seeing as they fought trust pilot to remove my last review, I will post again without the only thing they could argue about.
Shocking service, do not care about customers and worse customer service experience. A week on still waiting for a full refund much like others who have reviewed this awful company. Riding on the seo they are investing in to keep them going despite awful service.
Buyer beware!!!!

Excellent service. Next level customer service.

Communication throught their customer services team 5*!

Ordered last minute due to me smashing my glass on my tank cleaning! Came the next day. Saved me a lot of stress and running around. Thank you.

Used these for hundreds of pounds of items but this time they’ve really let themselves down! Sent wrong items then lie saying it’s a “change of mind”. Not at all the case but they say it so they avoid paying the return postage. Below is the conversation as it won’t add pictures here.

“I'm returning it because you've inaccurately described the item.
Apart from colour being completely different it's 24cm across and 18cm wide
and 4-5 cm at a push deep... you've advertised it as 28cm x 22cm x 6cm (11" x 9"x 2.5"). So you've sent the wrong item.

I understand that you would like to return your order because the items are no longer needed. We are happy to assist you with the return process. We've opened a return for you, for which you will receive a separate email confirmation. We are unable to cover the postage cost for this unwanted return. Please use a trackable courier service and retain your receipt for reference.”

Costs more then worth to post it back because of the weight of the items 🤬 Had to report to bank in the end as they stopped responding