Swell Reptiles Reviews 84

If you set yourself up as a mail order company you should take a leaf out of Amazon.
Your website promises prompt delivery in 2 days
Today is day 7 and no sign.
I shouldn't be surprised as Yodel are the carriers, useless company. I will never use Swell again.

Awful customer service,
I purchased a vivarium for a rescue I was taking in from Swell as their delivery was quicker than competitors.
After a week, £170 and 5 emails I haven't managed to get a tracking number or any relevant information about the order. In the meantime I have had to purchase an emergency vivarium that I won't be able to get a refund for.
I've been told that the vivarium has been delivered, then that is hasn't and provided with incorrect tracking information. The staff couldn't care less, don't understand the simplist of questions and cannot provide answers to basic enquiries.
My previous experiences have been positive, however I won't be using this company again.

Great customer service. Purchased a tank which was broke in transit. Replacement or refund was offered straight away. I decided to buy a bigger tank as it had the option of buying a stand too. Which i haven't yet set up but it looks OK. Will update post when I have it running.

I bought a pond filter with lights and fountain for my pond from Swell Uk on Ebay. It was the best filter I’ve ever bought.

Has my husband was cleaning it, he accidentally broke the pipe for the fountain that fixes onto the filter box. I messaged Swell UK though Ebay to see if they had a replacement. They were really friendly and helpful and messaged me back saying the had a found a complete kit. After I paid for it, it was sent out with in few days and arrived extra fast.
Would recommend Swell Uk for all your pond and Reptile supplies. They go out and beyond to get you what you need with brilliant customer services, who are willing to help. Will be buying from them again. Thank you Swell Uk.

Ordered from Swell for years. Live food & products. 10stars !! Never had a problem. Good quality & price & very quick delivery. Thank you

Ordered frozen food which was despatched direct from their supplier. I have been waiting in for this parcel and no one has delivered. No shipping confirmation nothing. When I chased I was told apc tried to deliver with a photo of an intercom with buttons on. I explained I had been in for 4 days waiting for this parcel all I got was apc tried to deliver they don’t have to leave a card or anything as per our terms and condition we will not send out a replacement. This is the first time I have used swell and won’t bother again!

Bought a product which I did not need in the end so sent it back they refunded me the product. But not the postage £3.99 for postage stay well away from the is company m.

I've bought a few products from Swell and with one or two of the products I've had to contact support. Either to return it or because there has been an issue with the product.
The customer service has always been excellent, everyone I have talked to has been extremely helpful.
Perhaps there have been customer service issues in the past but it seems they have addressed this and are working towards improving this.
Thanks again!

' Poor attitude and non-existent customer service. '
Exceptionally poor service - purchased a PSU and the advertised (on their website) converter.
This converter is not compatible with the PSU which cannot be used without the correct converter. Swell wanted me to pay postage for the return of the incompatible converter.
I have since purchased from another company that supplies the correct converter FREE OF CHARGE - one presumes because the PSU is useless without it!

Ordered an aquarium filter, after mine had almost given up. So was quite urgent. The filter arrived broken and scratched. With it being needed now to replace my dying filter, I had to choice but to go out and buy replacement parts to get it working. I didn't have time to return it and wait for another as my fish would die without one! I contacted to complain. All I was offered was the replacement part I had already been out to buy. Bad customer service!

I have used Swell Reptiles to buy various items needed for my Reptiles and they have never let me down
Great service and Prompt Delivery

Can't fault them - always go above and beyond to help you out. Great products - quality and price! I live local and visit their shop often. All their animals are perfectly cared for. Friendly staff.

Awful Customer Service.
I placed an order with Swell Reptiles for over £80. A few hours after placing it I got an email saying that one of my items was out of stock but would be coming in "next week", and asking if I would be happy to wait for it. I said I would wait for this small item (worth around £3) and asked if the rest of the order could be shipped sooner (their website promised next day delivery), but they said no, it will all be despatched together.
After 2 weeks the order still had not been despatched and I had no further contact from Swell, I emailed them asking to cancel as my local pet shop stocks most of it anyway and it was not worth the long wait. The same day I had an email back saying that my order would be cancelled and refunded. Over a week later I still had not received a refund so after I emailed them but got no reply. After another week I decided to file a PayPal dispute to get my refund - luckily this worked and I got my refund via Paypal.
I certainly would not recommend shopping with Swell, but if you do, please use Paypal so that you have some backup if you need it!

Bought one of the microclimate stats at a decent price, that failed just within the year. Swell were quick to respond, sorted the p&p to company and followed it through after, asking if sorted.
Can't fault, great service and now about to make a new order

Always have a very good experience with swell, never had any issues. Prices are great. Would recommend

I ordered live food from these guys for over a year and they had generally been ok about resolving issues. I placed an order a week ago last Thursday expecting delivery on Friday as had happened with all my previous orders and called their call centre when my order did not arrive. I spoke to a young girl who said the delivery was sent by royal mail and it may still arrive that day but if it didnt arrive I could call them back later for a refund. When I called for this refund I was put through to a "reptile specialist" who basically yelled at me saying I had no right to expect the order to be delivered that day as they had a disclaimer on their website saying it may take up to 2 days for delivery.

I explained it had always arrived next day and as I had ordered to my work it would not be possible to receive the next day so I would like a refund process as promised by the previous girl I had spoken to. She yelled at me again saying the girl had never promised that and they couldnt do a refund and was obsessed wtih telling me how and why I was wrong without offering any apology for the inconvenience. Basically she was extremely combative and smug and refused to help.

I asked to speak to her manager and she smugly told me she wasnt available, I asked for the managers email and sent her an email on Friday, and did not get a response until last Tuesday.

The response was your usual hollow apologies and that if my order didnt arrive on monday, 4 days after my original order was palced, she could process a refund. I emailed her to say the order did not arrive and I would like a refund processed and now 6 days later I have still not had a repsonse despite chasing her for a reply twice.

These guys are liars who will keep your money and they have no official complaints purchase so nothing will ever get resolved, I emailed them, messaged both facebook pages, and filled out a contact us on their website and got no response. They ignore complaints and their staff will lie to cover their backs, avoid at all costs.

This is my go to place for all things reptiles! From food to decor, hygiene to enclosures. Absolutely fantastic company! Recommend to everyone!

Very disappointed, especially as other reviews had said how great communication was with their orders. When I didn't recieve any confirmation of my order even after PayPal had debited my account for the item I emailed Swell Reptiles asking if they were sending my order as stressed it was urgent to feed a poorly lizard and if the order had not gone through I needed to reorder immediately. After no replies to my messages I informed them I would like a refund as I had needed to reorder from another company and pay for a faster delivery than normal. They responded to this email refusing to offer a refund. Product arrived and I ended up with double the product, double the cost and delivery charges.

There are so many things I would loved to of ordered from this website, It's such a shame my experience has been a bad one and I will not use them again.

ordered a new vivarium, came within a few days , wrong lower came though, (manufacturers fault,, not swellreptiles)
got a replacement in 2 days flat with follow up emails to check it was all ok,
cheapest price too,
recomended

Great company and website, good prices.

Customer service is outstanding, very efficient and solved my problem to the T!