Mike J.
Heartbreaking experience and no support
This was my first time ordering from Swell Reptiles, and sadly it will be my last. I placed an order on Friday, but that night my tortoise became critically ill and had to be rushed to the vet. She now has a feeding tube in her neck and may not survive. It has been a deeply upsetting and stressful time. I contacted Swell early on Saturday morning, just hours after placing the order, to ask for it to be cancelled. I explained the situation and used the online form, as their website advised this was the fastest way to get help. I also tried calling several times throughout the week but was either cut off or left on hold for long periods with no response. I even tried emailing, but the message bounced back saying their mailbox was full. Despite all of this, I received my order today. It is incredibly frustrating and upsetting. I did everything I could to cancel the order in time. I did not want to receive items I may never be able to use, and now it feels like I have just been ignored. I understand that businesses can be busy. However, this experience has left me feeling helpless and very let down at a difficult time. They urgently need a more reliable cancellation system that works even when they are under pressure. I tried to support a specialist retailer directly, but it seems Amazon Prime is the only dependable option. I cannot recommend Swell Reptiles to anyone based on this experience.