Swell UK Ltd Reviews 

Theives and Liars.
Order part on Wednesday paid additional money for NEXT DAY delivery, that was 2 days ago and still hasn't shown up. If Next day isn't an viable or available option it should never be offered, they have basically stolen money from myself for failing to uphold offers they promote, thus liars and thief, won't ever buy directly from them again, will use other parties that guarantee next day deliveries.

Vivarium arrived, glass didn't fit. Emailed over photos and videos. Was told they would get back to me... almost 3 months later, they're ignoring my emails and I'm stuck with a vivarium that cannot be used. Second time ive ordered from this site and second time the order hasn't been right.

Avoid.

Thought had fault with pump supplied July but the fault was me not swell and they were superb in sorting for me friendly and helpful one of best companies I have dealt with special thanks to Nathan but I spoke to another gentleman and lastly holly I can’t understand all bad reviews ??

Spoken to Nathan from customer services, who again I can not praise highly enough!
He is polite, professional and very helpful with my questions and queries. Fantastic customer service all round, well done Nathan!

Nathan was very helpful with my questions about products and pricing making sure I received best available prices. Definitely recommend

Had a delivery of 3 tubs of water additives, along with a few more items, when the large box arrived the 2 smaller tubs had split open with the contents spewing out all over the place and all over my hallway carpet. There was no internal protection or packaging and no void filling allowing the tubs to move about causing the tubs to split and lids to come off. I took photos then disposed of the damaged tubs and the box straight into the bins, as, by this point, the contents had truly gone everywhere. Swell UK have sent 3 emails trying to avoid liability and the latest offered a 10% refund only instead of a full refund the damaged goods. I have firmly rejected this and intend to have my card provider initiate a charge back.

I paid £22 inc £10 for delivery of frozen reptile food.
Supposedly next day delivery. Took 5 days and the food was unusable.
Contacted them and was fobbed off with they 'needed pictures' obviously no pictures were taken because the food had already been disposed of.
So, they were unable to help and I've wasted £22
Doesn't look like I'm alone in complaining. Won't use them again. Email was from customer service agent was Lyndsey

I have used Swell several times. Previous orders have arrived quickly and just as described. This time the product was damaged in transit arriving on Christmas Eve. I used Swell’s online messaging to let them know. First morning they were open I had an email confirming they were refunding me in full and 5 mins later I had confirmation it was in my account. So 10/10 to Nathan and colleagues for terrific customer service both when things go well and, importantly, on the odd occasion something goes wrong.

Avoid this company at all costs
Unbelievable incompetence
I’d give -1 star if I could.

I ordered essential food for a new fish on 7 Dec. Courier “damaged” it on the 10th — Swell said they’d reorder. Fine… or so I thought.

By the 18th, still nothing. After DAYS of phone lines being “closed for training,” I finally got through — only to learn the replacement order was never even placed. They reordered again.

On the 22nd, still nothing. I emailed and got a lazy copy-and-paste excuse about “seasonal pressures.” Clearly nobody even read my complaint.

So I called again on 28th when I was told the parcel was “damaged again" previously damaged was reported to me by yodel, so having received zero proof or an email from from Yodel I simply don’t believe it.

The attitude on the phone was flippant and dismissive. I explained repeatedly that this was critical for a new fish — they simply did not care. I paid, chased, waited — and received nothing but flippant attitudes from all!
They are still advertising next-day delivery. In reality? Delays, lies, and no accountability.
Never again.

Poor customer service and unacceptable delivery handling.
I contacted Swell UK to cancel my order due to repeated delivery issues before the parcel was delivered. I received no response, and the order was not cancelled.
The parcel eventually arrived severely damaged, despite containing a very delicate item (aquarium lamp). The packaging was clearly crushed, and Swell UK chose to use DX Express, a courier with ongoing delivery problems.
I have not opened the parcel and requested a return and refund, but I am still waiting for any meaningful response.
Extremely disappointing experience. I would strongly advise Swell UK to reconsider both their customer service standards and their choice of courier, especially for fragile items.As a disabled customer, this situation has caused unnecessary stress.

I don't who the bad reviews have dealt with but I've had a brilliant first experience ordering from Swell. Id ordered from another supplier and was told my order wouldn't arrive until after Christmas. Unfortunately I need my item quick so put an order in with Swell as their prices looked good and they had the item I needed in stock whereas every where else had sold out. I noticed another item I needed so called to see if I could add it to my order. Nathan was more than helpful and even double checked the warehouse to see if the item was definitely in stock. Which they did, the last one. After merging my orders I then had a knock on the door. The company that told me my order was on back order had sent the full order! I then called back to amend my order again and this time Lyndsey was super helpful. Items I didn't need were removed and refund arrived the next day as well as my Yodel delivery of the item I was desperate for. I will 100 % use again and my personal experience with them was fantastic.

Order arrived very late and very damaged, the unit for the aquarium looks like it has been thrown around multiple times I have been trying to organise a return with them for nearly 30 days, will soon be taking to small claims if no resolution as this is getting ridiculous.

We had an issue finding a part for our aquarium pump that broke during maintenance. But thanks to Nathan at swells help in 2 emails he was able to find and sort out delivery of the replacement part at no cost!!

The emails response times were extremely good
Swell and Nathan have helped save our Christmas for our fish

Extremely happy with swell and won't be ordering from anywhere else going forward

Awful customer service. Generic responses, order not received, feel like I’m talking to a brick wall. Don’t waste your time ordering from Swell!

I have used Swell for a good number of years and my experience has always been a positive one. In December 2025 I placed an order online for an Oase biotec filter kit and placed the order at the weekend. On realising that I needed the next model up i sent an email to immediately cancel the order and followed that up with a phone call on the first working day. My experience was a positive one the customer services cancelled and refunded my first order then took the new order and acknowledged my original email. I later received an email from Holly confirming that my new order would be delivered on 12th December. I emailed to arrange an alternative date. Holly responded promptly and arranged a new suitable date with the couriers. In fact Holly responded promptly to all of my emails and my purchase arrived on the agreed date and in good order. I have read the negative responses which if I am honest caused me undue concern, so I decided to post this positive response

*UPDATE*
Swell finally responded to my email nearly a week later. The next day delivery I paid for on Friday turned up on Wednesday in a smashed up box. The £60 worth of salt ordered was in a broken tub (needed for mixing the salt), and contained a broken and therefore contaminated bag of salt. Now I’ve no way of getting my son’s new tank up and running for his Xmas present. Thanks a lot swell. Sent photos in response to their email and undoubtably will have to wait another week for a response if I get one at all. Swell ironically sucks!

If I could give Swell 0 stars, I would. What an inappropriate name for a company that are far from swell. £50 spent and then paid the £5.99 extortionate delivery charge for next day delivery…on Friday. It’s now Wednesday and we’ve still not received our order. DX delivery showed no info barring Monday. No delivery. Tuesday a window of 16:27-18:27 with no delivery and parcel showing Bodmin when we live near Penzance. Then today it only shows Monday 15th for delivery details…with no first attempt made.

Swell phone lines are closed for staff training apparently, they are also non responsive to emails.

DX delivery are also non responsive and when on hold for 30 minutes, the line simply went dead.

I’m beginning to think I’ve been conned and this isn’t even a legitimate company. I’m going to contact my bank and report it as fraud and request a refund.

Do not bother ordering a thing from this company!

I paid for a order of Daphnia, Id previousely ordered some back in September and it was delivered and the fish enjoyed so I thought to order again during black friday sales. Order was never delivered, I followed up and spoke with someone named Lyndsey who said they would follow up with supplier, never heard back so I emailed again, received a tempate response from Lyndsey explaining delays with shipping due to orders, re-explained and asked for a response. Received an email saying they were looking into it again, I requested a refund, they then placed the order again with their supplier, and said they couldn;t refund as the order was with supplier. never heard anything for about a week, emailed again to follow up and request a refund, then received an email saying the supplier had been refused delivered and they wouldn't refund due to terms and conditions etc... I live in an apartment managed by parcelforce, there is no need to speak with the reception and all they need to do is follow the steps on the door of the storage room. Have raised this with my bank now requesting a full refund. Will avoid Swell at all costs and really suggest all customers do the same.

Paid extra for next day delivery and sat on the phone for over an hour to finally get through to someone who was rude and didn't care.

They said this to me and I quite "It's Christmas time so it will be there when it gets there" WTF?? I paid for next day delivery and my item is still not here 6 days later.

Absolute joke of a company and even more absolute joke of customer service.

AVOID BUYING FROM SWELL.

Ordered a shaker 252 in slate grey ! As it STATES on there OWN website IN STOCK.

Paid over £800......recieved an email few days later asking me what day I'd like delivery ! Ok all good far !! so chose the 12th December and booked a day off work as its kurb side delivery and my wife isn't strong enough to handle the goods on her own.....recieved an email 11th December stating not in stock and will be delivered direct from supplier??? Tried to call swell
I wouldn't even bother trying to call this company as they NEVER answer! Was on hold for over 45 mins!!! the following day phone lines were all off due to staff training day lol....this was a present for my daughters birthday chose swell as states in stock!!! Birthday suprise ruiend !! Just looked on website today 14/12/2025 and to no suprise still saying in stock lol....lies lies....!!! will take your money straight away and then palm you off never answer phones or emails.....in all onesty avoid this company go elsewhere. As it stands today 14/12/2025 still no idea to when we are receiving our goods.

Thanks swell for the great work NOT.

Placed an order for item which was in stock 2 days ago. Paid for advertised next day delivery. Payment taken from account but two days later it still shows as processing. No replies to emails or answers to my phone calls.