Swell ReptilesReviews of swellreptiles.com

Awful company to deal with .and lost a lot of money due to losing fish..I purchased a new aquarium .stocked it .to only find it had a crack in it losing water all over my sideboard and practically new carpet..a replacement tank was agreed on Monday and still not arrived or been dispatched its now Wednesday evening..my fish suffered a short while in a bowl ..very disappointed and would not use them for anything else ever again.

Ordered a replacement for frozen mice delivered defrosted,guess what?left on doorstep defrosted again,please stay away from this amateur company,unreliable and I will never see my refund as they have stopped communicating with me.

Placed a £171 order and lost £73 of my money. Missing items in package, 1 expensive bulb, and one expensive bulb holder. The delicate bulbs that were present (I ordered 3 but received only 2, each being a £40 inc vat item) were unrestrained and left to fall and bounce around in the *very thin* cardboard box, no polystyrene or bubble wrap protection. Further, one of my items actually present was a faulty lamp stand, badly made (welded crooked) *that was clearly a previous customer return* (due to being faulty!) as the components that had once been cable-tied by the stand's manufacturer, the cable-ties had been cut, as in, the previous recipient cut the cable ties, saw the item was badly made/ faulty and had returned it to Swell, who had then sent it out again (to me). 'Conveniently' there is no ability to report missing items (doesn't exist in the website drop-down), and no option to upload photos unless you're reporting a broken item. The email for my order I received from a no-reply email, they're not open weekends which means I can't "report (a problem) within 24 hours" to a human, and sending an email has simply generated an automated ZenDesk "ticket number", likely to be ignored in the same way as my previous experience of "ticket numbers" with different companies, and so I've paid for items *I needed* within 24 hours, I neither have the items I ordered to complete the care of my reptiles, nor do I have the money. Looking at the atrocious reviews on here I'm not holding my breath on any remediation whatsoever. ####### Update Monday 29th. I phoned Swell, there are four selectable options on their phone line, #3 being "returns and refunds", that option tells you to go to the website, #4 is for Customer (NO) Service, #1 is for new (telephone) orders. I phoned them 5 times in succession, each time **even on option 1 (Place an Order) my call was deliberately dumped. I can state that my call was deliberately dumped because each call was dumped (line terminated) at an entirely different timing to the next, and next.... They haven't even got sufficient staff to answer the option 1 (place an order) calls at between 09.00 and 09.15 this Monday morning. I have an email confirming all items had been sent. I'm out of pocket by 1x light bulb £40, 1 x Lamp holder £27 *their website prices are also excluding VAT* and next day delivery £5.99 (because a specialist bulb with no bulb holder is no good to man nor beast, so contract not fulfilled), PLUS, to add insult to a £74 injury, I've got a 'Leaning tower of Pisa' customer-returned lamp holder (£22.54). I have reported the financial loss to my Bank and made them aware of this company's other atrocious reviews on Trustpilot. My Bank cannot reimburse me, but "will investigate" this company. My next 'Port of Call' will be to contact FCA (Financial Conduct Authority) in due course. I may have lost £74 in a £171 transaction but I'm not going down without kicking, and hard. I've now had to reorder from Amazon which is where I should have gone in the first place.

Can't even make an order online, tried calling and they hung up the phone. Rubbish customer service.

I use these all the time for reptile live food and other bits of reptiles I need and I think only ever had 2 issues - one was because I ordered on a weekend (don't ever order on a weekend!) and the other was my next day delivery was late, it wasn't Swell fault though, was Yodel. Swell refunded me the delivery cost. I also purchased my bearded dragon set up from them with no issues.

The worst of the worst!! Pond filter faulty but my request for the faulty part was completely ignored. So the guarantee is not worth s***t..absolutel morons work for this cowboy outfit.. my advice buy from elsewhere

I ordered a number of things, all in stock, on the 10th June, and paid £5.99 for next day delivery. I made my order at around 15:50 and next day delivery cut-off is 17:00. I didn't hear anything about dispatch or delivery the next day (11th June) so I called and she said oh it hasn't dispatched yet but will soon, I will chase the warehouse. On the 12th June again I hadn't heard about anything about dispatch or delivery, tried to contact them and the phones just rang for 10+ minutes and then just cut off. I emailed them too and no reply (granted I sent an email around 17:00 and they close 17:30). I would just order your aquarium/fish items somewhere else. Unreliable with poor customer service. Update: I ordered and paid for the item for next day delivery on Monday and it is Thursday and still not dispatched and I cannot get in touch with them. I have contacted my credit card company and initiated a chargeback. I do not trust this company.

probably the most incompetent customer service team going. I got my 3 year old niece an aquarium for Christmas. We set it up on Christmas Day, plugged it in & the light blew. Contacted Swell & a new one was promised. Incorrect lights sent & 6 months on still they can’t get it right. Phoned to speak to someone and she can’t deal with it, I need to email. Again. I’ve already sent about 8. Apparently they think this is the correct light for this tank 🤦🏻‍♂️ Aquarium experts they’re not.