Swell ReptilesReviews of swellreptiles.com

Ordered an aquarium filter, after mine had almost given up. So was quite urgent. The filter arrived broken and scratched. With it being needed now to replace my dying filter, I had to choice but to go out and buy replacement parts to get it working. I didn't have time to return it and wait for another as my fish would die without one! I contacted to complain. All I was offered was the replacement part I had already been out to buy. Bad customer service!

Awful Customer Service. I placed an order with Swell Reptiles for over £80. A few hours after placing it I got an email saying that one of my items was out of stock but would be coming in "next week", and asking if I would be happy to wait for it. I said I would wait for this small item (worth around £3) and asked if the rest of the order could be shipped sooner (their website promised next day delivery), but they said no, it will all be despatched together. After 2 weeks the order still had not been despatched and I had no further contact from Swell, I emailed them asking to cancel as my local pet shop stocks most of it anyway and it was not worth the long wait. The same day I had an email back saying that my order would be cancelled and refunded. Over a week later I still had not received a refund so after I emailed them but got no reply. After another week I decided to file a PayPal dispute to get my refund - luckily this worked and I got my refund via Paypal. I certainly would not recommend shopping with Swell, but if you do, please use Paypal so that you have some backup if you need it!

I ordered live food from these guys for over a year and they had generally been ok about resolving issues. I placed an order a week ago last Thursday expecting delivery on Friday as had happened with all my previous orders and called their call centre when my order did not arrive. I spoke to a young girl who said the delivery was sent by royal mail and it may still arrive that day but if it didnt arrive I could call them back later for a refund. When I called for this refund I was put through to a "reptile specialist" who basically yelled at me saying I had no right to expect the order to be delivered that day as they had a disclaimer on their website saying it may take up to 2 days for delivery. I explained it had always arrived next day and as I had ordered to my work it would not be possible to receive the next day so I would like a refund process as promised by the previous girl I had spoken to. She yelled at me again saying the girl had never promised that and they couldnt do a refund and was obsessed wtih telling me how and why I was wrong without offering any apology for the inconvenience. Basically she was extremely combative and smug and refused to help. I asked to speak to her manager and she smugly told me she wasnt available, I asked for the managers email and sent her an email on Friday, and did not get a response until last Tuesday. The response was your usual hollow apologies and that if my order didnt arrive on monday, 4 days after my original order was palced, she could process a refund. I emailed her to say the order did not arrive and I would like a refund processed and now 6 days later I have still not had a repsonse despite chasing her for a reply twice. These guys are liars who will keep your money and they have no official complaints purchase so nothing will ever get resolved, I emailed them, messaged both facebook pages, and filled out a contact us on their website and got no response. They ignore complaints and their staff will lie to cover their backs, avoid at all costs.

Very disappointed, especially as other reviews had said how great communication was with their orders. When I didn't recieve any confirmation of my order even after PayPal had debited my account for the item I emailed Swell Reptiles asking if they were sending my order as stressed it was urgent to feed a poorly lizard and if the order had not gone through I needed to reorder immediately. After no replies to my messages I informed them I would like a refund as I had needed to reorder from another company and pay for a faster delivery than normal. They responded to this email refusing to offer a refund. Product arrived and I ended up with double the product, double the cost and delivery charges. There are so many things I would loved to of ordered from this website, It's such a shame my experience has been a bad one and I will not use them again.