Swell Reptiles Reviews 

First delivery item arrived damaged. 2nd and 3rd attempts for replacement to exact same address not delivered. Now stating that they are not liable to issue refund when a customer misses delivery. The address is 24hrs manned with full cctv coverage and delivery company is YODEL who have never attempted to deliver either replacement. An email reg. Second attempt apologises for item lost in transit. 3rd attempt is apparently the customer's responsibility to liaise directly with yodel. A deceitful company with a delivery service known nationwide as corrupt. Unfortunately on this occasion I will be demanding proof of attempted delivery and providing concrete evidence of the lies being shoved down my throat. Despicable customer service and disgraceful delivery company. AVOID go elsewhere. Terrible company

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 said this was the fastest way to get help.

I also tried calling several times throughout the week but either got cut off or was stuck on hold for ages with no reply. 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 tried everything 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.

I ordered a livefood care kit which unfortunately arrived damaged because of the courier used crushed the box. I emailed Swell and they got back to me rapidly and issued a replacement and have been very accommodating. I use swell for all my exotic supplies and they are always swift and friendly and great quality products.

Ordered and paid for nxt day delivery, turned up 2 days later. Boxes smashed in and half my bag empty inside and half my order missing. Not impressed I have to say. No one calls you back or answers emails poor company won’t use them again

The Arcadia pro t5 uvb light never arrived with my order

This company are slow to despatch, they are bad to communicate… don’t have a faulty item, I have requested a return of a faulty thermostat on 25th July, they still haven’t responded.. I have now raised via PayPal .. avoid this company they aren’t worth the little bit of savings they give you

I ordered 2 UV bulbs from Swell which arrived in good time and well packaged. Unfortunately one of the bulbs only lasted a few minutes, not uncommon with bulbs and heat lamps. I contacted customer services and they have processed a replacement already.
Definitely recommend.

Good prices,speedy deliveries and great customer service. Had a small issue of a viv arriving with a broken part possibly happened in transit while with the courier but after contacting Swell and explaining my issue i was quickly relied to and a replacent was issued swell was even nice enough to throw in a little discount code for my next purchase. All round good experience highly recomend

I recently bought a vivarium and unfortunately it came damaged I contacted swell reptiles and within a few days they sent me out a new pieces. Excellent service

False advertisement about delivery.
Made an order before 4pm and paid for express delivery and only received one item. Phoned customer services to be told the rest of my order is still in the warehouse and said they would refund the money for the express delivery. Still not received an email about the other items I order and it been a day since placing the order for next day delivery. Absolutely shocking that they say order before 4pm and get it next day and pay for express delivery but don't receive your order. Thinking about cancelling my order but then I will have to wait about 5 working days for a refund. I was going to be buying again from them in the next few months but think I will pass and go elsewhere and pay the extra.

UPDATE 1
Emailed customer services again and told them if I didn't receive the email with dispatch and tracking information by the end of the day I would be contacting trading standards and surprise surprise within 10 minutes had the email with dispatch and tracking information. What a joke

UPDATE 2
Finally received parcel

Swell are terrible at refunding. I spent £10 returning an item, which has been delivered but I have not received a refund 3 weeks later. I am unable to speak to an adviser, having been on hold for nearly an hour, no one replies to emails or messages on fb. I would steer clear. This is unfortunately why people use Amazon rather than the store itself. I’ve had to raise a dispute with PayPal. Very disappointed

Spoke to Nathan on the tech advice line. I needed a new ceramic heat bulb for my gecko, but specifically need one with a short stem, and couldn't work out which I needed on the website.
Nathan was friendly and helpful. He nipped over to the sales guys to make sure I had the correct bulb.
Took 30 minutes or so for the phone to be answered, but I know I'll be getting the right bulb and that has given me peace of mind.

I bought a pond UV from this company, unfortunately if went faulty in just under 12 months. Swell arranged collection, and once tested agreed to replace it. Hopefully it will be arriving in the next few days.
My only real criticism is not being able to speak to someone, I assume they are either really busy or short staffed as I could never get through on the phone to any department.
Emails were answered within a day or so.

AVOID. Impossible to reach, paid for next day and still waiting on it to be processed over 24 hours later. I have a rescue animal dependent on this order. On the phone for 30 mins and still waiting to speak to someone. Automated message says experiencing short delay and thanks for patience and understanding. Just answer the bloody phone and cancel my order so I can order from a company that actually cares about the animals who depends on their items!

I ordered a platinum crested gecko starter kit. It took a while to get tracking information however Holly was exceptional and very helpful with this and rescheduled delivery and needed. It is a wonderful service all I will say is that the delivery aspect is not snappy but outside of that I couldn't fault customer service truly good service from Holly

Order micro climate pro on Thursday paid for next day delivery its now Sunday have received nothing and no reply on email and no phone communications, People order next day service for a reason small reptile lives depend on it, wont use them again

I ordered from Swell on the 8th July after reading their delivery was 2-3 days, over a week later my package still hadn’t arrived so I sent an email chasing my order with no reply, I eventually rang them and was told that they would tell the warehouse to despatch my item, it eventually reached me on the 19th July and I have today received an email following my original chase advising that my order had been successfully delivered with no apology. Swell have some good offers but I won’t use them again because their delivery is appalling and their customer service even worse.

Ordered frozen mice on Thursday - website says next day delivery. Email sent to say the package had been dispatched on Thursday. Interestingly did not show a tracking number. No delivery on Friday.

It’s now been three days since this frozen order was supposedly dispatched. If it does turn up, it’s not going to be frozen now.

No reply to email and phone was hung up. Appalling service. Will not use this company again.

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.