Swell Reptiles Reviews 

Ordered a light and it said it was a kit but came as a midsection was no option to pick at the time

Fast delivery. Package came well wrapped/protected. Customer service was really helpful

I've used Swell Reptiles quite a few times before and have always found the website easy to use with a good range of products. Unfortunately, my most recent experience has been really disappointing.

I received a vivarium with a damaged front door. I wasn’t asking for a full replacement or a refund — just a replacement door — but communication was extremely slow and inconsistent. It takes a long time for anyone to reply, and each email seems to be picked up by a different person, so nothing feels properly followed up.

I was offered different solutions at different times, including a discount code that didn’t work and then store credit that was less than the amount I had paid. Eventually, I was told a replacement would be sent, but after hearing nothing for 10 days, I was then informed it was actually out of stock. The whole process was confusing and tiring.

It’s frustrating because Swell Reptiles has a great website and, in the past, I’ve had good experiences. This time, though, the lack of clear communication and consistency really let them down.
This left me with an unusable vivarium, as the front door repeatedly fell out. I used the store credit offered because I was concerned it might not remain available, but it didn’t come close to covering the cost of a replacement.

Lastly, contacting them through the website proved pointless, as I never received any response, so had a send a direct email.

Totally impressed by the speed of service from Swell. Even so close to Christmas my order arrived well within 48 hours, and so much cheaper than the same products on Amazon (prime)
Thank you Swell Reptiles!!

Spoke with Nathan from the customer service team who was absolutely fantastic.
He was polite, friendly and dealt with my concerns professionally and came to a prompt resolution.

Keeps customers in the dark about shipping items. Didn’t have an item in stock and didn’t bother to tell me for weeks waited for me to contacted them, and then the person responding was VERY blunt and rude. If that’s how you treat paying customers will never shop here again. Awful. Avoid.

Items not delivered, response from customer service saying it would be investigated then no further response or action. Refund needed to be chased through card provider. Disgraceful way to do business.

After Evri failed to deliver all of my items ordered, Nathan from Swell tried to rectify this by having the items posted out again with a different delivery company DX Express. Unfortunately, this delivery company’s attempt failed too so Nathan refunded me the items not received. The customer service received by Nathan was outstanding, unfortunately the delivery companies let you down. If I were to use Swell in the future as a customer I’d like the option of selecting my delivery company and whether or not my parcel could be collected from a local drop off point as I find other couriers to be more reliable in my area. Thank you.

Substandard shoddy service. Pay extra for next day delivery 3 days later not even dispatched. Cancelling order now and buying elsewhere will never return

Had a problem with a light I ordered. After about a month managed to get in contact with them. They asked us to send it back which we did. Then nothing from them for a couple
Of weeks. Again, messaging and messaging and finally got an answer, they then sent the wrong replacement. Took ages to get a reply to that to send the wrong light back and now waiting for the proper replacement. Still waiting for an answer, I’ve also said I would rather have a refund. This was email, Facebook and contact service on the website.

Would have given a 5 star but it took ages to resolve. But did in the end thank you

Ordered a delivery for my tortoise on the 26th of November 2025 out of 4 items received one of them. Emailed swell reptiles 4 times not got one response. This is the second time I used swell reptiles first time was perfect this time awful! I will not use them again stay far far away from using them as you will not receive your goods.
Tried calling them, took 40 min to get through to them and then they just fobbed me off.

I ordered swell's own brand pro deep dome lamp which arrived scratched and dented which I originally didnt mind too much because it didnt impact its function but I also bought the swells own dimming thermostat for my daughters new leopard gecko tank. Its been plugged in less than 7weeks and its already stopped working. Been ringing the shop for 2weeks now with no answer. Disappointed to say the least.

Ordered on next day delivery service, delayed despatch then delayed delivery with DX. Been emailing and calling Swell all week, no response to emails and when finally got through on a call received the most unhelpful advice that they’ll investigate. A week later and still don’t have my order. Seriously wish I’d read the countless other reviews prior to ordering

They provide no signposting into any delays, they constantly hang up on customers trying to seek advice on how to cancel and get a refund, they only tell you there's postal delays when you call up but nowhere does it say that on their website.

Overall awful company and next day delivery doesn't even happen.

Can’t fault these guys at all, had a bit of a problem with my humidity machine and Emily was quick to help me through things and sort and arrange a new machine to be sent out

Great service all round from the team

Thanks

Steven

Ordered on 20th November paid for next day delivery it's now 2nd of December and still not sent not even received any tracking information

Luke was super helpful with my query about a UV Light for my young hoggie. He's been quick to response and has guided me in the right direction with useful links to the correct product for the size of my vivarium. He seems very knowledgeable about hoggies, and I'm sure about all the other lovely reptiles. Thank you Luke

Delivery sent to an old address even though I had changed my address online on the website, spent ages trying to get through to customer services after which the line just went dead, after a few emails all I got sent back was a copy of the address to which they had sent it. I still have not received my order or any help from the company.

Initially very helpful on the phone. The chap I spoke to was very polite. I ordered the items recommended and selected next day delivery.

Four days later the items hadn't arrived, with no update. I telephoned the company and after a very long time on hold I spoke to a very nice guy who told me there were warehouse issues and no expected delivery date could be provided.

I cannot recommend this company as I do not believe they can fulfil the orders they are taking. I cancelled my order, sourced the items elsewhere and they were despatched the following day.

Unfortunately, I won't be using this company again.