Swell Reptiles Reviews 

After reading reviews on here I was very sceptical about receiving my item on time and in one piece! However I was surprised when it was dispatched on a Sunday and arrived on the Monday morning. Really happy with the service received. The only slight nag I have is that dispatch was a little on the slow side (ordered Thursday and as I say dispatched Sunday) but other than that everything else was perfectly fine. UVB bulb arrived unbroken (which I was very worried about initially) although, of course, this always depends on the handling of the parcel in the warehouse and with the courier. It wasn’t packaged super well and could definitely have done with a layer or 2 of bubble wrap inside the box. Overall really happy with my order and probably order from Swell again.

I have purchased items in the past that have arrived okay, however the service i received regarding an unwanted item that was returned was quite poorly. It was sent back with proof from the Post Office however after emailing already it took almost 4 weeks and several more emails to get refunded for it. On top of this recently i had to purchase a UVB bulb from them which upon arrival was already shattered as it hadn’t been correctly packaged. The products are fine when delivered correctly but i was a little taken aback by the lack of customer service and their unprofessionalism.

I did like this website but my last couple of orders I've payed for next day delivery in which both orders never arrived till around 6 days later so one of the items I had to order elsewhere which still came before swell reptiles order, so I've had to request for a return which I did on the 30th of June and since then I've still been waiting for approval and it's now the 4th of June and no one is getting back to me and my other order when it did arrive it was completely broken into pieces, so I've now had to request another return, so I'm a little worried now that I'm having to pay for items that one is no use to me and the other that is broken. Contacting customer service to this place is terrible, there's a phone number on the website which I've tried to ring but it doesn't even ring, this is not good, think I'm goin stick to amazon from now on.

Next day delivery lmao, my poor Snake has been in the dark all week because this awful company can't keep to their word, don't look to Swell Reptiles if you need something urgently, absolute joke

Ordered a terrarium Monday 1pm and still hasn’t been despatched Tuesday at half 5 and it should be here by now. Not happy won’t be ordering again.

Ordered 3 exo terra dimmers, they arrived super quickly and were very well packaged! :) really great price compared to everywhere else too, plus all are working perfectly!

Terrible customer service & communication.

Ordered an item from the website that was and is still showing in stock, 2 weeks later no item. Emailed the customer services team, received generic reply with a 10% discount code. Finally got the email from Lyndsey with the same spiel that everyone else seems to be getting, warehouse is busy blah blah said she would chase them and let me know and low and behold nothing. Emailed again and got the exact same email as previous email from Lyndsey.

Currently on phone to customer services been 25mins so far and still waiting for it to be answered. lol.

Used Swell several times over the years with no issues but I wont be bothering again this is ridiculous doesnt take 2 weeks to stick your head in the warehouse and ask why delivery has not gone out.

EDIT

Got through to customer services weren't helpful and didn't seem bothered, was told she didn't work in the warehouse so didn't know and would escalate it. This had already been done but apparently there was NOTHING she could do, no attempt to help just tried to rush me off the phone.

EDIT 2

Still wasnt getting anywhere, so cancelled my order in fairness got my refund straight away. order item from another site and came next day. I wont be buying again from Swell which is a shame they used to be good!!!

Really bad service, ordered bulbs for vivariums and paid extra for next day delivery which never happened!!!
Apparently their Couriers didn’t collect from them for 2 consecutive days!!!
No way to run a business, cancelled my order and bought locally.

Won’t use again.

Placed quite a big order, nothing recieved after 3 weeks, customer service phoneline never gets answered, many emails not replied to. Reported to citizens advice today.

Had brilliant customer service from Lyndsey this evening helping with a damaged order after hours. No issue getting a replacement sent out as soon as photos of the damage were provided. Lovely and polite. Highly recommend.

Totally brilliant site to do business ,even though my order was out of stock at the time ,the girls that run the place sorted my refund out almost immediately . Can't fault this conversation many and some staff ,just hope I can go back to purchasing soon .

Order never showed up. Had an email the day after I ordered it saying it’s delayed. So I left it a short while before getting in touch with them, they said they can’t refund as order has been processed and then ignored further messages. The perfect scam. Avoid.

Awful company. Scammers! In the process of reporting then to strading standards. Ive ordered insects twice from this place. First time they arrived after 15 days all dead. Second time they just didnt even arrive. They dont reply to emails and their customer service is awful, takes atleast 30 mins waiting to get through to anyone and if they do finally answer they are just rude and dont care and dont do anything to resolve the problem. They juat take your money and thats it, which is literally a scam. Will never use them again. Stick to the reptile centre, so much better!

Customer service is absolutely terrible. I ordered premium PVC vivarium 4x2.4x2.4, there was peices missing leaving the top vivarium lose and unstable so they csnnot be stacked, Contacted twice and after 4 days have still not had a reply from anyone. Avoid this company and buy from somewhere legit. Reviews seem fake as everyone I know thats bought from here have all had issues with there orders.

I've placed 2 orders over the last couple of weeks and couldn't fault the service. I was pretty sceptical after reading the latest reviews, but decided to risk it as they had exactly what I wanted at the most reasonable price. Initial order was placed on Sunday, despatch confirm with tracking number received on Monday and first part of the order was delivered Tuesday! The second part unfortunately got stuck with Yodel and didn't arrive until Thursday - but thats on Yodel.
Second order was placed on the Tuesday, despatch confirmation received on Wednesday with tracking and items arrived on Thursday. Everything was present and in working order.
If I was to fault anything it would be the packaging, whilst my items weren't damaged, the boxes had clearly been through the mill and there was no saftey net of packing nuts or anything.

I’ve used swell many times before and they have always been fine. Due to my past experiences I didn’t check the recent reviews and ordered an incubator for my bearded dragon who’s about to lay. It arrived used, the box was broken and tore and there was no manual or humidifier. This was very clearly someone else’s return. Upon messaging them it took them over a week to respond yet they say it will take 48 hours. After emailing back and forwards they agreed to get it collected from a courier and send a new one out immediately. I have email proof of them saying this that as soon as it enters the warehouse they will send a new one. Yet this never happened, they accepted my return and now will not respond to my emails and have not sent a new one out. Luckily I bought this using my credit card so they have refunded me but horrific customer service and will never be using again. This company used to be great. Not anymore

Paid for next day delivery option but did not get the service I paid for, I got standard 3 day delivery.
No response from Swell.

Customer service is an absolute abomination. They take forever to get back to you. I sent a return. They haven't chased it. I've chased them. They have no idea where it is so I have no refund.

Ordered for the first time on Swell for a Vivarium for my 1 year old snake. I got an email the same day asking what the best day was to get delivered and it was booked in. The only downside is I didn’t have any form of tracking or a time slot. I tried ringing but by the time they answered, the driver was pulling up. I’m pleased to say the Vivarium showed up in perfect condition and my boy absolutely loves it! Would defo order bigger products again.

Feel like they are going under, no next day delivery anymore and have been trying to return something i ordered by accident and no one responds to emails or calls. Feels ominous as they used to be good.

(Edit) Finally spoke to a lovely lady who authorised my RMA and explained issue for next day delivery is Yodel which is understandable but answer to that is use a different delivery company! They do seem very short of staff.