Swell Reptiles Reviews 

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

I have been ordering from swell for some years now, something has changed. We have spent over 300.00 for a large order, They had shipped our order but we were missing 4 live plants, and one of our items (the most expensive item) was broken upon arrival, I have tried to contact them both by their website for returns and it has been sitting over 2 full working days without response. We are trying to get response but we have not received response from the Site as well as havent been able to get through them on the phone we have been on hold for over 15 minutes now waiting for a response. Nobody is answering. I have a feeling they are just not going to let us get through to them to ask what the issue is. Looks like this is going to be the last time we trust Swell Reptiles. It all could had been avoided if they simply responded but they are completely ignoring us.

Update: By the looks of things there are a lot of people who are in the same boat as us, so we are going to go through to ExoTerra directly for the issue we had with the door and we will be telling them of the issues we are being faced with Swell Reptiles, To anyone considering buying from there, dont for right now this company has gone to complete crap for some reason and they arent even close to trying to resolve anyones issues. They lost a long time and loyal customer with us, its sad too, it used to be the best most trusted place we did business with. Never again.

Update 2: they have come back multiple times, I’ve sent photos of the broken door and two weeks later get someone asking again for another photo, I sent the photo again and they said it was cosmetic damage and they only offered 10% refund for it, the door was Unusable, the crack went the entire length of the door and the frogs would cut themselves on it if it was used we had to buy a terrarium elsewhere, so I explained that and they didn’t respond, then another week later they emailed asking for a photo of the damage yet again, we have already thrown the terrarium out as it was broken with a completely cracked door so was useless for us. And to add insult to injury they are now challenging this review and asked to our details again and our order number which I’ve now sent to prove this review is legit, only made me even more angry trying to challenge the review, as if there’s anything they are going to do to make it right with us, weeks of ignored responses and completely ignoring the fact that the door was damaged beyond repair in shipping and was delivered in that state. This is the service the provide their long time customers? Shameful.

I’ve ordered from swell several times previously and there always seems to be a problem - items terrible quality, bags of beardie life sand split and leaking, request express next day delivery on an order placed at 10.30am and it’s not despatched until the following afternoon, customer reps on the phone don’t seem to care, wrong items sent, the list goes on. I won’t be using them again!

Placed a large order, got zero updates. Delivery date passed, no tracking, no response. Their email inbox is full, phones go unanswered, and they ignore all contact attempts. I had to cancel through Klarna because the store vanished like a bearded dragon in a sandstorm. Judging by other reviews, I’m not alone—this looks like a pattern. Absolutely unacceptable. Feels like a scam operation hiding behind a reptile logo.

Well, where to start!

I decided i wanted to get a Leopard Gecko a few weeks back and after doing my research i placed a rather large order from Swell Reptiles (Over £250).

First thing - I ordered a wet hide for my gecko, this came with bubble wrap around it in a tube but both the ends were open. It doesnt take a genius to figure out that the hide can just fall out! Which it did. The box it was in was battered too, and the Yodel delivery was a pain (i was in all day on the Friday it was meant to be delivered as i WFH, next thing i know i get a message saying ive missed the delivery?! Im sat there going well no, im in the house! turns out they went to the wrong address, even though the correct address was on the label ect.

Second thing - In the same order i purchased the Arcadia MiniT5 Shadedweller UVB kit. The kit doesnt work. I fitted it as per instructions but after around 20 mins the light has a constant flickering. I did look into getting a replacement or a refund, but Swell require you to contact them, wait for their reply, then send it back and then wait up to 28 days for them to do testing. Given the fact i emailed them on Friday and its now Thursday, the time it will take to get a replacement or even a refund is just ridiculous.

May also be worth noting im yet to receive a reply to my email regarding the broken hide too.

Third thing - Stupidly, i thought well accidents happen, and the first order may have just been due to an Arcadia issue and bad shipping from Yodel. But no. I ordered 1 bush, 1 vine, and 1 new bulb (to test if the bulb was at fault with the arcadia mini t5 unit - spoiler it wasn't). Upon opening the bush was broken, the base and the bush itself were completely

I have since phoned and managed to get through, i have been refunded for both the plant and hide. I have also sent the Minit5 kit back. I think the main issue is that when your buying from Swell, your buying for an animal, a pet, a living creature, and you want them to have the best life. So when you place an order you expect it to be right. My gecko would be without UVB and light if i hadn't bought a replacement out f my own pocket from a different retailer.

I think Swell honestly need to look at the packaging, and the shipping company. Also throw some quality control in there.

I appreciate with the light, they are jsut the seller and don't make them and performing tests on these would be difficult. But both the bush and hide problem could have been easily prevented.

I've not ordered from Swell in about a year. Never had an issue with them before and they've always resolved any issues quickly.

Ordered some plants almost 2 weeks ago. Firstly the packaging was horrific and broke in transit, delaying parcel. The 2nd package delivered separately never arrived. Swell promised me a replacement would be sent out last week. Still nothing, no tracking, zilch.

Now they've completely stopped replying to me, despite trying to get hold of them every day.

Appalling customer service and I will not be using Swell any more.

Staff member Holly sorted my order out, super service and delivered this morning all in tact

Honestly - despite the wait times on the phone, the customer service representative Nathan was really helpful and resolved my issue with my humidifier.
I appreciate that others have had issues with this company but it looks like they’re trying to resolve things and improve!

Won’t answer phone or email.
Order randomly got delivered over 2 week later and now I’m stuck with stuff I no longer need !!!
And can’t contact them to return
Avoid this company I’m guessing by the reviews they don’t have long left

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?