Swell Reptiles Avaliações 

I’ve waited almost 3 weeks for my parcel and it’s still not here contacted multiple times and still the parcel tracking is awful. I ordered from this site as they advertised 2-3 day delivery and i needed to get my tank urgently it’s been almost 3 weeks and i still don’t have my parcel. It was an expensive order and I feel i’ve had barely any other. clarity my parcel is still not here due to the issues they sent me a 10% refund but when i either get my money back or my refund I won’t be ordering from this site again. Have now been emailed asking a review on the product I brought which i can’t give one cause guess what after 3 weeks my parcel still isn’t here.

Paid for next day delivery and didn't receive items until days later even tho I had requested a refund instead the apparently refund 1 product that was out of stock and 7 business days later no refund had to chase them up again apparently they have processed my refund again but i am still waiting for it. No offer of a refund on delivery only a crappy 10% offer like hell I want to shop with them again. Wish I went and read the bad reviews first. Don't waste your money on products and service you don't get.

I've been a customer of swell reptiles for the last 5 years but will not be purchasing a single item from them in future. I've spent thousands with them up until this point and one of the only items I've tried to return is a faulty bulb, this return request sat for over a month with no action or response from swell and then was closed today without resolution or comment. Poor customer service.

Vivarium arrived with multiple panels badly damaged. Customer services promised replacement of only two panels but only sent one panel. Viv still unusable due to damaged panels. Asked for updates on second panel multiple times, kept getting told it was being dealt with, but no panel arrived. Eventually I got an email saying they would be collecting the viv. Still don’t have a refund or replacement. It’s been a month now and customer service has been terrible, delivery service was awful to damage the viv so badly, still no resolution. Will not be using swell again.

Useless company I ordered a uvb bar which lasted 2 months I’ve sent it back and I’ve been waiting months for a refund or for a replacement item to be sent back and they still haven’t issued a refund or a replacement. I’m convinced they all sit on their arses all day and rub their hands together laughing taking everyone’s money bunch of burgers I would not recommend!!!

I specifically paid extra postage for my product to arrive the following day. It did not arrive until lunchtime the day after. I dont think its professional to offer this service, we pay for it and are let down. I will be warning other reptile owners not to pay for this service. Its not achievable.

Absolutely poor customer service. It's been 6 weeks since a cancellation and I have still not received a refund. Customer services only responds with "thank you for your ongoing patience."

This is the first poor review I've ever written for something but I've had enough!

Ordered a lot of items for a fair chunk of money - boxes arrived absolutely trashed - Vivarium was badly damaged. Returned for a replacement - waited days for that to happen. Replacement arrived - wrong size vivarium. Collection arranged again with promise to get a replacement sent out - I just checked the site - that vivarium is out of stock. The chap who tried to help me has been very good but the whole experience has been an absolute joke.
My original order was on the 13/09/2026 and still being dragged out now.

Ordered a vivarium it came we sent it back as it wasn't what we thought now saying they haven't received it even though they told me what to write in it they have sent me an email saying the outcome was a refund but haven't received my refund this has been going on since December 2025 its now September 2026 they seem to reply to emails when they can be bothered avoid at all costs find a smaller local run business who actually care

Do not expect to get your item, on time or undamaged. Do not expect any communication. I advise to only pay with PayPal so you can ultimately claim your money back after you have to escalate. If you DO want someone to respond to your complaints or issue you a refund ensure you email the CEO Philip Jones (Google search for contact details, to his credit after chasing his company dozens of times he responded and authorised the refund with 1h30m), which after over 3 weeks was the only way to get my ~£400 back. Do not trust the advertised trust scores as this doesn’t match up with the third party analysis. Do not base your purchase or plans around the advertised delivery timelines. Like insurance premiums these numbers are plucked out of thin air with no backing or ability to fulfil as advertised. Do not expect the tracking links to work and especially do not assume your 2 hour delivery slot will not continually move on the day. It’s best to book a day off work and sit around the house all day. Ultimately, if you want the item it’s probably better to get from anywhere else, I’d go as far as paying >15% to not have to deal with them

This company used to be good but now are a total scam. £45 I spent on frozen mice for them to turn up 5 days later totally defrosted. Told me to throw them away as they would reorder more. Obviously they have no intention of doing so and now I'm out of pocket and no mice.
I've emailed them countless times but they are ignoring me. How are they still allowed to trade???

Poor service poor communication. Been waiting for my item for 5 weeks now. No point in emailing the delay is ridiculous. When you do ring apparently there to busy to answer. Amazon is quicker.

First time of ordering, wish I’d looked at the reviews first. Live food was mostly dead and vivarium plant look like it had been steam rolled and would not spring back out. Customer services initially were good in discussing matters then completely disappeared and are no longer responding. Shocking service. Do yourself and you reptile a favour and avoid.

Ordered next day delivery what states on there website if you order before 4pm on Friday it will be delivered on Saturday it’s Sunday and still have not received it unfortunately I ordered before reading all these reviews and if I would off I wouldn’t off ordered from them you cannot call on a weekend as they are shut

Finally received it today and today is Tuesday don’t order next day you won’t receive it next day

Iv ordered from here many times no issues I then had an issue with my last order and was like maybe it’s just a one off it happens but NO I placed an order on Saturday the 5th with the 2-3 working day delivery great come the Wednesday my order still hasn’t been processed so I emailed was told it has now been processed and then received another email to tell me it’s been placed on 24hr delivery fantastic and I have now just received an email to say it’s arriving on Monday the 14th what an absolute joke I WILL NEVER be ordering from here again and don’t recommend it better buying from somewhere that’s actually reliable!!

Bought 2 packets of 10l substrate from Swell that claimed fast delivery.

Eventually had to cancel as even after a week, they'd not even handed the items over to the courier who I initially thought was at fault. Sent messages to enquire about the delay. These were ignored.

First and last time I will buy from them. A few others in the hobby warned me that their service was questionable and to be aware.

At least I'm aware now and can warn others with this review.

Ordered an arboreal spider tub on the 30th of august, paid an extra 2 quid for fast delivery. Contacted them on the day it should've arrived, and I get a message the next day telling me that it had ONLY JUST been despatched. Placed the order on the Sunday, due to arrive on the tuesday as it's an urgent order, then only got delivered on the wednesday because I complained. Who knows whether it'll even arrive this week.
Swore I'd never use this company again as they've shafted me in the past, but I had to because they had item I needed and could deliver it sooner than other companies. Safe to say I will never buy anything from these chumps, and will recommend others avoid it at all costs.

If I could put 0 stars,I would
If I could put 0 stars,I would. Placed an order on the 14th of August. Never received any dispatch information despite calls and emails with promises it would be dispatched the next day each time I called. Don’t waste your time and money. Got to the 27th and I’d had enough and been more than patient and cancelled my order which ofcourse was done the next day. Funny that. If anything says it’s in stock I wouldn’t believe it. They take your money and hope that you’ll just wait weeks for it to be back in stock and then you still might not get it because they’ve got 20 other people waiting for the same item. Communication is fairly fast however they just lie because they’ve got no clue what’s going on. Honestly shouldn’t be running if they can’t keep up with orders and demand. Ridiculous company. Never experienced anything like it!

My order was delayed but the Swell team were great at responding to me and assisting with my order delay. The product looks great and everything arrived well packaged. Thank you for your help and your honesty throughout.

Appalling customer services!!
Failure to send orders failure to adhere to time commitments & when eventually replied to emails lied about items of high value being dispatched when they were not. No tracking information because the items were not dispatched even though next day delivery was paid for..almost a week on & now our email address has been blocked by swell & they won’t answer our calls or other attempts to resolve or cancel the order!
Avoid at all costs!