Swell Reptiles Reviews 

I breed Hermanns tortoises and often place orders from Swell Reptiles for equipment for my set-ups. Their Range of equipment together with competitive pricing is what makes me always shop with them. I also refer them to people who are in the process of setting up a tortoise environment having reserved a hatchling from me. I recently had an issue with a faulty UVB strip bulb which I had purchased with a complete lighting unit. I called Swell Reptiles and spoke with Nathan who was most helpful and after I had told him that the bulb was not working and that I had tested it with another bulb, he organised a replacement straight away. I was very impressed to take delivery of it the very next day even though I was advised that it may take a few days.
I am happy to continue purchasing equipment from Swell and appreciate that sometimes they are very busy and cannot always be contacted straight away.

I had an issue with a missing consignment I had ordered - I got in touch with Swell and their CEO (Antony) assisted to rectify the issue straight away with one of his team members

Over the course of a month I got 4 dispatch emails for the same item which never turned up. Every time I spoke to customer support they gave me a different excuse. Didn't ever show up. Absolute mess of a company.

Edit: BUYER BEWARE. SWELL ARE NOW ATTEMPTING TO CLAIM NEGATIVE REVIEWS ARE NOT GENUINE TO MANIPULATE THEIR RATING. Reduced from 2* to 1* in response after providing my order number.

Ordered a large order, around 700 pounds, plants, vivarium, all the bits to go with it. It was a nightmare from start to finish. 0 communication, their hold time was 30 minutes plus, the only time I found anything out was when I called them. They lied to me every time I called and gave a different excuse from not enough pallets to lack of stock to blaming me for the delay because they broke the vivarium and had to replace it. I had to pay extra to get it delivered next day or they were going to delay it another 5 days. Worst experience ever. Another company getting by on their name and not providing a fitting service.

They don't care at all. They read your messages and never reply. Poor customer service. Twice my order hasn't been delivered. Will never use these again. Go somewhere else don't waste your money or time chasing up orders because they can't be bothered.

After ordering this tank there were zero updates on delivery, 10 days later it arrived.
The instructions inside are not helpful and I'm a novice at flat pack, there were parts inside that you do not need. The panels do not stay in place so a strong snake could push it out easily so I contacted them for advice. 9 days later I got a response which did not answer my questions, I was told now the box has been opened and it has been put together (it's half done ) it's unsellable and they will not accept it back, no refunds. IT'S a faulty product!!! Do not waste your money, awful service. No wonder they don't use Trust Pilot for reviews cause they are terrible.

This company used to be fantastic but what on earth has happened to them

Customer service and email with tracking number are a complete and utter joke

Can’t get through on the phone either

My order came quickly and well packaged, however, one of my items was missing. i emailed customer service and got a quick response from a lovely advisor called Holly. she gave me the option for a refund or a replacement and got my replacement sent out immediately, fully free of charge. thank you so much!

Can’t fault Swell Reptiles! Had an issue when we didn’t hear about delivery so I messaged them via social media and they explained the circumstances which were understandable as they had a lot of orders to get through and because of the issue they put some extra bedding in as a gesture for a delayed delivery which I was really grateful for. It hasn’t affected me purchasing again as it was something out of their control

Had a Damaged item.They sent a Replacement very quick.Great Customer service

Ordered a next day service well before their cut off.
Order not dispatched until the next day. When checking the tracking they have dispatched on a 48 hour service. Been on the phone for 20+ minutes so far to cancel.
The phone message is apologising for the delays before even knowing why I am calling. If they know they cannot meet a next day service, why sell it for a premium price?

Terrible service, orderd on the 4th August express delivery waited a week no update on dispatch or a delivery date emailed , got excuses that the warehouse staff were overwhelmed with orders , why allow more online orders if staff cant cope with the backlog ?? So got a refund yesterday the person I spoke to still couldn't tell me when my order was going to be sent . I went straight on to another reptile shop called Internet reptiles , ordered the same stuff and was dispatched today to be deliverd tommorw 14th August thats what you call a professional service ! ❌️ avoid swell reptiles ,people pay for express delivery for a reason shocking service

pleeeeease don't make a mistake and don't buy here, if you want to lose your money this is place to go, their broad offering is only way to lure people and never reply. if you don't believe me try to contact this shop by Any mean and you will see yourself that it's not operating at all. their socials have comments blocked and customer support answer machine say sorry for delay with orders.

Still waiting a week after delivery on an order that has been put on hold due to a light not in stock, while they still have it on stock on the website making sales. Refused to send my order without the light, had to arrange somewhere else for my snake

Excellent service, fast delivery, good prices and good quality products. Will definitely use the site again when need more products. Customer service was fast and effective reply too. Many thanks 😊

First delivery item arrived damaged. 2nd and 3rd attempts for replacement to exact same address not delivered. Now stating that they are not liable to issue refund when a customer misses delivery. The address is 24hrs manned with full cctv coverage and delivery company is YODEL who have never attempted to deliver either replacement. An email reg. Second attempt apologises for item lost in transit. 3rd attempt is apparently the customer's responsibility to liaise directly with yodel. A deceitful company with a delivery service known nationwide as corrupt. Unfortunately on this occasion I will be demanding proof of attempted delivery and providing concrete evidence of the lies being shoved down my throat. Despicable customer service and disgraceful delivery company. AVOID go elsewhere. Terrible company

This was my first time ordering from Swell Reptiles, and sadly it will be my last. I placed an order on Friday, but that night my tortoise became critically ill and had to be rushed to the vet. She now has a feeding tube in her neck and may not survive. It has been a deeply upsetting and stressful time.

I contacted Swell early on Saturday morning, just hours after placing the order, to ask for it to be cancelled. I explained the situation and used the online form, as their website said this was the fastest way to get help.

I also tried calling several times throughout the week but either got cut off or was stuck on hold for ages with no reply. I even tried emailing, but the message bounced back saying their mailbox was full.

Despite all of this, I received my order today. It is incredibly frustrating and upsetting. I tried everything to cancel the order in time. I did not want to receive items I may never be able to use, and now it feels like I have just been ignored.

I understand that businesses can be busy. However, this experience has left me feeling helpless and very let down at a difficult time. They urgently need a more reliable cancellation system that works even when they are under pressure. I tried to support a specialist retailer directly, but it seems Amazon Prime is the only dependable option.

I cannot recommend Swell Reptiles to anyone based on this.

I ordered a livefood care kit which unfortunately arrived damaged because of the courier used crushed the box. I emailed Swell and they got back to me rapidly and issued a replacement and have been very accommodating. I use swell for all my exotic supplies and they are always swift and friendly and great quality products.

Ordered and paid for nxt day delivery, turned up 2 days later. Boxes smashed in and half my bag empty inside and half my order missing. Not impressed I have to say. No one calls you back or answers emails poor company won’t use them again

The Arcadia pro t5 uvb light never arrived with my order