Swell UK Ltd Reviews 

Very disappointing service – twice let down in an emergency

This is the second time Swell has let us down when we’ve needed urgent equipment for our reef tank.

The first time, our fish tank developed a leak and we urgently needed a replacement. The website stated delivery within two days, but no one contacted us to let us know there would be a delay. When they finally did get in touch, it was by email just before they closed for the day. By then, I had sourced the exact same tank elsewhere with a much quicker delivery time.

I asked Swell to cancel the entire order. While they cancelled the tank, they failed to cancel the dry goods (sand and a heater), despite my request. These were delivered late anyway, and returning them would have cost me money, so they ended up being a complete waste.

Unfortunately, we’ve had the same experience again this week. One of our wavemakers failed, and with a reef tank this is an emergency. Swell’s website advertised next-day delivery, but once again the order didn’t arrive and there was no communication whatsoever. After finally getting through to customer service today, I was told it wouldn’t be dispatched until Friday at the earliest, which simply isn’t acceptable when livestock depends on functioning equipment.

We’ve now had to order the replacement from Amazon Prime instead.

Based on our experiences, I wouldn’t rely on Swell for anything time-sensitive. If their website advertises next-day or emergency delivery, don’t assume it will happen, and don’t expect proactive communication if there are delays.

I purchased a pond hoover and what I thought to be two complete nets, it did state net head in the description but I didn’t notice this at the time. When the items arrived I realised my mistake and tried to order the poles however they all showed out of stock. I proceeded to contact the customer service team where I advised them of my mistake and asked when they would be again back in stock. I was informed they did not come with the poles (I already knew this and told them I made the mistake), I was also advised that they are indefinitely out of stock and therefore I could return them. I asked if any of the complete sets were available which I could order instead and again told them same. As I had already paid over £100 for my items and express delivery I asked whether they would be covering the return as a label wasn’t provided only to be told as it was an unwanted item it would be down to me to pay for the return postage! I replied and stated it wasn’t an unwanted item but a useless one to me if they cannot sell me a pole to fit it, only to be told again it is classed as unwanted. I have replied asking this to be escalated as I was not happy with their customer services and haven’t received a response. Luckily for me I contacted pond keeper and explained my situation and asked whether they had any poles which would fit, they were very helpful and provided me with two poles which fit perfectly. I should have gone to them in the first place.

Ordered pond treatment from website and paid in full on 01/07 expecting 3 day delivery. After 7 days called to find out where it was; no answer. Tried again the next day still no response after 1 hour on hold. Tried a 3rd time got an agent who then told me product was not due in until 14/07. So I asked for refund. The Agent said he would have to pass the refund request to a different dept but promised to email me copy of request. I have not received either. This is shoddy customer service bordering on Fraud.
This is Virgin Media levels of Customer service.
AVOID THIS COMPANY AT ALL COSTS!!!

Absolutely amazing service, cant recommend enough. Had an issue but was rectified immediately with customer service being superb. Definitely my go to for my reptile & aquarium needs. Thankyou Swell 5*

Very bad customer after service still not received my order will not use again

Swell has the worst customer service ever. Avoid at all costs. They sent me a pump for my new aquarium missing vital parts. It took almost two weeks and repeated emails to get them to even respond to my request for assistance. The promised replacement was never sent. Their customer service phones have been switched off, ostensibly because of high demand. This company does not have its act together.

It’s a month now with a useless tank, and no remedy is in sight.

I bought something from Swell uk ltd in monday.Paid 6£ express next day delivery .Item arrived in thursday.What a joke is this company.Never again

Shocking delivery don't use if you do get ready to be told they have unexpected delays Swell use a company called DX that you cannot contact unless you want to be 700 in the queue on a chat bot I paid for next day delivery still waiting 4 days after the order was placed avoid at all costs go to pond keeper instead

Purchased a water chiller from them. Item description stated it would suit our needs. This has proved to be incorrect. All possible measures taken by me to ensure the item had the best possible chance to work but it fails. Swell passed on my evidence and emails to the manufacturer who completely ignored and twisted facts. Swell had no interest in resolving the matter. Poorly rated on here but excel on Feefo? Strange that. Not recommended avoid and save your money

Awful company . Only half the order arrived . Phoned up and was told they didn’t know where rest of order was , they said they would look into and get back to me , of course they didn’t . Messaged via website , no response . Phoned up again , don’t know where it is . Item no longer in stock. Staff don’t really seemed bothered , it was me making suggestions on how to resolve rather than the staff . Asked for full refund . No doubt I will be chasing that up as well!

Avoid like the plague.

I bought a high end thermostat from these people and both this and the replacement was faulty with the same fault of resetting back to factory settings randomly leaving my reptile without heat.
They accused me of lying and being at fault changed their emails from return for refund, to return for testing. Expecting me to wait weeks for a refund without a thermostat. Customer service was rude,replies took ages
I will definitely not shop here again. I really don’t see how they’re still in business.

Wish I had read reviews on this site before ordering from them.
Paid for next day delivery. Didnt arrive next day.
Then when it did arrived it was damaged.
Very much same experience as many others.
Stay well clear of this business.

Appalling customer service. Been nearly 3 weeks since I wanted to return a faulty product. Shocking after care. Takes days and days between a message system that just sits there. Raised case with PayPal as it is not acceptable. Avoid at all costs if you don't want to be going through a long winded returns procedure

Disgrace of a company and I am embarrassed on behalf of everyone who works there. Ordered an aquarium with next day delivery in the beginning of June, as promised on their website. Couldn't actually select next day delivery, but regular 2-3 day instead. Didn't get dispatched in time, fine, happens. Contacted customer various times service and was told it's being picked at this moment. Turns out it was never in stock to begin with, but "they can send a different colour" . Great. Cancelled the order, requested a refund, got WRITTEN confirmation of the cancellation and the refund.
Today, a week later with the refund obviously still pending, they dispatch the fish tank. Now I'm missing work to wait for an aquarium that I have already ordered elsewhere, received and planted in the time it takes this company to sort their internal "delays" out.
And I can't cancel the delivery, instead I have to wait for the poor delivery guy to refuse an order that was cancelled over a week ago. Emails are signed by random names to make it seem like a customer service team is taking care of things. Can't reach anyone by phone without 45 mins wait. I'm appalled and just so disappointed with the service I (did not) receive.

RELEASE MY REFUND, IT'S BEEN "5-7 WORKING DAYS" .

Like many others, I can vouch for their poor customer service. I bought some BSP hose adaptors and they sent the wrong type. I've tried all ways to contact them and even failed to get through their online return forms! I've given up now. Luckily I paid via Paypal and presented my case to them and they have refunded me. Do not use this company! The fact that they do not respond to any reviews says it all.

Ordered a floating pond pump. Waited a month only to receive a broken product; waited another two weeks through their customer services and was instructed to return the item. Waited another 3 weeks and still no replacement so I called their customer serves team; they were polite after a lengthy wait getting through. They agreed to a full refund.

Purchased a new filter pump for my garden pond, product was delivered on time (hence the 1 star).
I installed the pump on the day it was delivered ,all working ok.
Less than 2 weeks later the pump stopped working. I urgently went to my local shop and bought a replacement as I couldn’t risk loosing the valuable fish in my garden pond.
I tried contacting Swell on the telephone but got the standard all are operators are busy message and some nonsense about a dispatch backlog effecting there response times.
In all i spent well over an hour on the phone trying to contact Swell without success.
Eventually i went on there website and requested a refund, that request has been pending for well over 2 at the time of writing this review.
Shocking customer service.

Ordered an item and wish to return and re order larger pump..
Emailed and had no reply..
Unable to get through via telephone..
Has anyone got any suggestions..
The returns process is just saying 'processing ' and has been for past 5 days..
Or have I been ripped off
NOW SORTED..FULL REFUND GIVEN..

Order some fish and messaged to asked for a male and female. They sent two female and never responded. I tried calling they don't answer. Also after 4 days of one of the rams not eating at all I noticed it had white spots on it. So now I have to treat all of my tank with ich disease thanks to this shop. Only positive is the fish arrived on time.

Awful communication, delayed order with no date in sight. Asked for a refund two weeks ago heard nothing since. Was going to spend 3k on pond lining, thank goodness I made a small order first.