Swell UK Ltd Reviews 

After waiting over a week for delivery of Marine fish, I ordered off their website, and being told they had been dispatched on multiple occasions, I finally received a call from their "breeder" who informed me that they did not have 80% of the fish I had ordered, but would ship those he did have.
One breed he said he had not even seen any of for over a year, even though they were selling them as in stock online!
Swell need to stop selling things they do not have in stock, improve their customer service and fix their phone system and website, which both seem to not work when trying to contact them.

Have contacted them again via their email, the only way you can actually get through to them it would seem, to request a refund! Wonder how long it will be before I get a response this time??

I’m now on day 17 of waiting for an order that was advertised as arriving within 3–5 working days, and my experience with Swell UK has been extremely poor throughout.

I’ve received multiple generic automated emails that don’t address my actual issue, and when I was told my order was finally on its way, I stayed in all morning. Only part of the order arrived. I was then told I would “just have to be in” whenever the rest eventually turns up, which is completely unreasonable.

The phone lines are just as frustrating — you wait around 20 minutes listening to a message about how busy they are, only for the call to cut off with no option to speak to anyone.

I was told the delay was because they were out of aspen. I asked for the aspen to be refunded so the vivarium and the rest of the order could be sent. Despite this, the remaining items still haven’t arrived and I haven’t received the refund I was promised.

The lack of real communication, the constant automated replies, and the ongoing delays have caused a lot of frustration. A 10% discount code doesn’t come close to resolving the inconvenience or acknowledging the poor service.

I’ve now requested collection of the item that did arrive, a full refund, and for my complaint to be handled by an actual manager rather than an automated system. After this experience, I won’t be ordering from Swell again.

Still waiting nearly 2 weeks for a refund of £1149 been told it’s been done first by Emily and now by Lyndsey. Not impressed will not be ordering again !

Avoid this company, placed 2 orders with this company spending over 1k with them, first the order was late after paying extra for fast delivery, customer services lied about the order being dispatched, some fish arrived dead, some didn't even arrive, customer services is an absolute joke, take days to reply, Avoid answering questions, worst experience i have had with a company.

‼️packaging was appalling for a fragile glass product which could have easily got damaged as there is nothjng to cushion the bottom glass panel which all the weight goes on. Avoid purchasing any of their own brand tanks as i purchased one that is made in china and the glass panels did not come sealed properly with the sealant not closing off gaps properly which could cause future leaks.

Purchased live coral sand for my aquarium and upon receiving the order found that , both bags were burst due to the lack packaging, contacted swell to complain and I asked for the good’s to be exchanged,a member of the team arranged for the burst bags to be collected.
Upon receiving the replacement bags of live coral sand I found them both to be damaged again ,due to the lack of packaging with the contents leaking all over the paper thin box, which was completely sodden ( noticed by the delivery driver) who dumped it on the doorstep hiding the damage before taking his picture and making a swift getaway.
Contacted swell again , then gave up…

Ordered some ‘in stock’ items for next day delivery. After a few days of not receiving them, I took to online reviews to see if other people had experienced the same and unfortunately they had.

Called customer service (who were lovely) but was told I couldn’t cancel or collect and it had already been booked for collection via the courier.

It’s now almost a week and I’m still yet to recieve products that were advertised as next day delivery.

Don’t order from here unless you’re comfortable waiting.

My son purchased a tank in October, the built in lights stopped working. We contacted swell and was asked to send a video and photos of the issue. They eventually responded after chasing them to agree there was an issue with the lights. They Then said that we would have to remove the light panel completely arrange for a courier to collect it snd take to them, wait for their team to test them and then see what they can do. We advised them that this is not possible as the fish and corals has already been without the vital blue lights for over a week, resulting in some dying and now to have no lights would mean the fish would die. We have received no response to any of the further emails, ive called the shop the lines are not working as the staff are training apparently. Its ridiculous and awful customer service. The tank needs replacing and my son should be compensated for the corals and fish hes already lost due to this company ignoring his emails. He saved so hard for this and I feel like hes been ripped off.

The accessories of the fish tank were difficult to assemble - several pieces missing. A filter unit does not need to be made of lots of cheap plastic tiny pieces.
Unsightly, unnecessary filter unit which was not featured on the lovely coloured pics I ordered from.
Main problem was rudeness of the staff when I phoned to request to return for refund.
Original lady was so rude I couldn’t believe she was representing this company.
Eventually I spoke to Lindsey who was really kind and helpful and authorised return.
Refund didn’t arrive, phoned again, spoke to gentleman - again obnoxious behaviour.
Told me to wait 14 days, then phone again.
Told me I should have spoken to him before returning item.
I did receive refund.
I will never purchase from this company again, seems like I’m not the only one.

Absolute rubbish. Ordered bearded dragon kit for £250… tortoise kit came through instead that is only worth £130! Rang yesterday, manager promised today to collect. Heard nothing.. rang today and apparently someone is on leave so can’t collect until tomorrow now leaving me out of pocket massivelyand having to pay to hold my beardy for longer whilst I wait for replacement . Same order came through with Viv and stand.. Viv plastic stripe that holds the glass in place… snapped. Marks on the front of it also. Cabinet has two broken hinges so cannot put the doors on. Emily the manager was so rude to me yesterday and didn’t even seem apologetic for the huge mistake they made. Massive complaint gone in

was told to return item i would get refund when returned, no refund was told to wait 14 days no refund, WHERE IS MY REFUND,

I was so excited to set up the Aquael Leddy 60 54L Day and Night aquarium – it’s always been the one I had my eye on, with its lovely design and those clever LED lights that change from bright day to gentle night mode. And I have to say, now that I’ve got it up and running, it really is everything I hoped for! The build feels sturdy, it looks fantastic in my living room, and my remaining fish seem so much happier in their new home.

Sadly though, getting to this point was really tough. When the first tank arrived, the delivery had clearly been handled very roughly and it was completely smashed to pieces – glass everywhere, it was heartbreaking to see. I spent quite a while going back and forth with customer services to get it sorted, and it took a whole week for the replacement to come through. Those seven days were so stressful because I couldn’t get my fish properly settled, and I’m so sad to say that two of them didn’t make it through the wait.

To be fair, they did send the new tank out at no cost to me, which I appreciate. The only thing that was a bit of a downer is they didn’t offer to come and collect the damaged one – I had to figure out how to safely dispose of all that broken glass and plastic myself, which was a bit of a worry.

It’s been a bit of a rollercoaster, but I do love the tank itself. I just really hope they can make some changes to how things are delivered and handled when something goes wrong – especially when live pets are involved, it makes such a big difference.

Avoid avoid avoid. Purchased a Vivexotic Repti-Home Large Grey (PT4170) 115 x 37.5 x 42cm from Amazon in December, delivered badly damaged & was told I could have 10% discount. I decided to return, to then be told they could not organise collection & I needed to organise this myself, as i live in Northern Ireland. Item returned my myself on 23rd Jan & still nothing in terms of notification it was received or of a refund of item & postage paid, which they stated they would honour. Had to message again to be asked for the tracking details again, despite it already being given on 23rd Jan. I have now had to raise a complaint with Amazon to resolve. Absolute shambles of a business, who clearly don't have a clue

Stay away from this company. They sell goods they can't deliver. I ordered an aquarium set from them, and delivery was supposed to be within 7 days. For the first few days, there was no contact from them to arrange delivery on a pallet, and no response to emails. After a week, I managed to reach them by phone, which is also very difficult (a good hour of listening to nonsense on the auto secretary). It turned out the order was stuck and no one had addressed it until now. During our long conversation, they managed to reach the manufacturer of the aquarium. The manufacturer said they no longer had that model, so I requested a refund. A few days later, I didn't receive a refund notification, so I had to call them again... finally, I managed to get my money back today. Ordering from Swelluk cost me a lot of stress, disappointment, and wasted time on calls and emails. I highly do not recommend their services to anyone, stay away.

So I recently bought from Swell as they are my go to for my tropical tank.

Unfortunately I noticed something I ordered was the wrong product.

Contacted swell and was in touch with Emily. She was so helpful in getting things sorted for me. We got product out in the post and all sorted and turned around in a day.

Really good communication and support

Ordered a pond liner which arrived packaged in just a plastic bag. It had been ripped open and damaged (probably by the courier company) so I requested to return it in exchange for a new one.

Since requesting the exchange 5 days ago I have been completely ignored by this company. Their customer services does not seem to exist.

I wish I had read these reviews before buying from them.

Good prices but very poor service in my opinion.

Still waiting to get my damaged liner replaced.

I would give them a 0 but that isn't possible. One of the worse experiences ever with even worse customer service.

You know they are bad that when you send an email to their support team they automatically offer a discount code.

I have waited 3 weeks for my next day delivery to now be told that it has been returned to them.

I have been asked if i want it to be sent again which I have given them a chance, but its now been 2 days and no update on the new order.

I am about to raise a fraud case with my bank about the service.

Was feeling really nervous after seeing all these negative reviews after I placed my order placed my order late on monday evening for a vivarium called Friday afternoon to find out about my order due to feeling worried talked to a really nice guy Nathan who assured me my order was being picked packed and ready for dispatch and would be loaded onto van tonight with courier at 5pm received my vivarium Tuesday which im very happy with for our bearded dragon

Do not use@! just check feedback you'll see how bad they are.ordered 3 clownfish only 1 arrived,tried on numerous occasions to contact em but no response, luckily enough I used paypal so hopefully get money back...Absolute rip off merchants

Where to start really. Ordered on the 12th of Jan and paid for next day delivery which the website said it would be delivered on the 14th of Jan, which is fine as I ordered late into the evening after the cut off. Received my order confirmation and assumed all would be fine. Item wasn't dispatched as expected on the 13th I assumed it had been despatched but no email or tracking provided. 14th of Jan nothing arrives and no dispatch email.

Contacted customer services via email option as requested didn't hear anything back. Tried calling but got some blanket response of we are super busy currently and there may be a delay to dispatches. Glad they decided to inform customers after the fact (DON'T PROMISE NEXT DAY DELIVERY IF YOU CANNOT PROVIDE IT.) I would have been fine with a delay if it was informed at the time when placing the order.

15th rolls around still no response via email and cannot get through on the phones as they still are using the blanket response to cover their behind. Message them on Facebook to be greeted with a message that they don't monitor these messages but then luckily 1 hour later the dispatched the item. Maybe luck or maybe someone read it, who knows what actually happened.

Find out item had been dispatched via Yodel for a relatively expensive RO system not on for a £5.99 delivery charge. Item then didn't arrive next day as Yodel are subpar as well but arrived on the Saturday. 5 days after the initial order not next day as promised.

To top it all off I assume one of the items in my order was out of stock as I just received a random refund for one of the items. Again no email to let me know that the item was out of stock, nothing to say would you like to wait until we get it back into stock. Again wonderful customer service.

The items arrived fine and safe. I was shocked at how little tape was used to hold the box together with just 1 strip holding the flaps closed.

I will never use this company again as there are many other shops out there offering competitive prices. Even if each item costs me a few pounds more it will be worth it if service is even slightly better than what Swell can provide. I cannot believe I still have not received a response to my original email. It seems that from reading other review's each time someone orders there is a different excuse why dispatch may be delayed.

Shame as I was about to order some expensive Congo Puffer Fish but now will find somewhere else to get them from as I cannot trust the company to get them delivered safely to my house in time. I don't want to have dead fish turn up at my door.