Swell Reptiles Reviews 

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

I was very hesitant to order from Swell, after seeing all the reviews here. But the Half Moon Terrarium we wanted to buy was much cheaper on their website, than it was on Amazon, so we took the gamble. It arrived within a few days perfectly intact, and well packaged. Very pleased (and relieved!). A good experience.

***AVOID*** Terrible company, been a customer for many years spending many hundreds of pounds. Reordered from a previous order and their website misdirected me to a different product. Yes I should have double checked but you think they would have tried to help, nope insisted I pay the full postage for the return & the replacement product so sending everything back, will buy elsewhere and will never use them again.

Bulbs sent without packaging inside of the cardboard box that looked like it had been played football with on arrival. Bulb sounds broken when shaken. Emails bouncing back to me. One response from customer service asking for info I had originally sent. Nothing since despite further emails. Very poor. Won't be using again.

Bought a Viv arrived on the 22nd with a broken part, looked like damaged in transit.
Trying to get hold of them is impossible. All their email addresses are either full or it comes up with a unknown error.
Nice Viv, shame about the customer services.
Will update if things improve.

Ordered from there and only delivered half of my order and had no response from customer service.

I received some damaged goods, which i requested to return after a while they approved the return, However, i has to pay for the return postage which they are now refusing to refund back to me. they offered no other means of returning the damaged item like a pre-paid label

I’ve placed an order and it never arrived. Customer service didn’t really do much to help me. It’s a shame because I’ve been using them for years and never had problems with them.

Slow delivery and got sent different items sizes to what I ordered. Tried to return two weeks ago following their process online and nothing. Cannot get a response from them. No refund, not returns label. I’ve messaged 3 times and nothing response. Totally shocking customer service! Will never order from them again!

Ordered 2 vivs and both arrived damaged 1 completely beyond repair, we emailed swell but they only offered 10% refund. Bad customer service I want a new one sent out and a new board to replace the damaged one that’s salvageable. Disgusting customer service I wouldn’t recommend this company to anyone. Save your money

Dismal customer service. Waited in for the two day delivery of frozen rats. Zero communication, tracking didn't work. Asked to cancel the order. Customer service handler lyndsay had my case. Zero effort to correct my concerns other than papping blame onto the breeder. Refused to cancel order. Day 4, boxes of thawed rats on my doorstep. Again no accountability, Zero concern or effort, not at all interested in rectifying the issue.
It's clear swell don't value customers or their pets, shop elsewhere for your noodles frozen scrans!

Avoid!!!!

Poor quality item broke when put together and now wont sort it out

Ordered a vivarium stand and the quality if awful screws popped threw the wood when tightened and now is flimsy

Contacted them and no reply then a reply saying they cant take it back attitude of the person sorting it is dreadful avoid