Swell UK Ltd Reviews 

I ordered Giant Orange Sulawesi Snails from Swell UK, which were supposed to be around 5 cm in size. Unfortunately, the delivery was delayed, which was already disappointing. But the biggest issue was the size of the snails themselves — they arrived tiny, about 2 cm, much smaller than advertised. Also, the colors were mixed, with orange and yellow snails together, which was not what I expected.

I have experience with these snails as I keep them in my aquariums. The advertisement stated that the snails would be around 5 cm in size, not 2 cm. These are clearly baby snails and not worth the price

I rarely leave reviews, but this has been by far the worst service I’ve ever experienced.

Their prices are higher than most competitors, so you’d expect a better level of service — but it’s actually the opposite. I placed an order (582206) and waited over three weeks, only to receive the wrong product. This was especially upsetting as it was for my autistic son, who had been really looking forward to getting a Tiger Watchman Goby.

When they finally sent a replacement, the fish arrived dead on arrival. I contacted them immediately and clearly told them not to send anything further. Despite this, they still sent another fish the following week, completely ignoring my request.

I’ve asked for a refund multiple times and have received absolutely no response. Their “price match” and customer service seem pointless — no one replies or takes responsibility.

Overall: overpriced, poor communication, incorrect orders, and zero accountability. Avoid if you don’t want stress and disappointment.

Coupon codes they provide don’t even work once it comes to checking out. It’s a waste of time trying to contact them as they don’t even bother getting back to you. I imagine they are the kind of company that if something goes wrong then you are screwed. It’ll take threats of a Section 75 or Chargeback to actually kick them into action.

Bought 2 pond liners both arrived damaged. 1 refunded 1 quibble by seller despite photos.
Bought a pond pump but they never delivered nor communicated by email, didn't answer phone
Ridiculous company absolutely appalling. Avoid avoid avoid. Go to all pond solutions instead.

Do not order fish from this company! Send half your order take your money charge you for live stock handling and when you ring them to find out where your fish are they tell you to order them again! Con artists please do not give this company your money!

BUYER BEWARE. These people will take your money but if you return the item unused and in perfect condition you WILL NOT receive a refund and you will get no reply by either email or phone. This seems to be tantamount to theft.

After seeing the reviews, after I had put an order in, I was very worried! My item was supposed to arrive Wednesday but didnt get despatched till Thursday, so I messaged the swell facebook and email they got back to me the day it was shipped, I cannot say a bad word about the company I had great experience, just shipping was delayed a little but understandable when this website is cheap compared to some company's, only 1 negative... the box carrying my items was destroyed on delivery, im lucky nothing was missing or damaged, maybe switch couriers as it look like it been thrown around 😂 but I am now tempted to order again! Thankyou

Needed a pump for aquarium asap so ordered from here as stated next day, confirmation said Wednesday/ Thursday still not here. If you need something asap I’d highly recommend steering away from swell

I placed an order with Swell on Friday the 17th of April for a new Pond Filter, as my old one has sprung a leak and the uv light stopped working ages ago. Their website said I could pay an extra #5.99 for next day delivery, and it specifically said I'd get it on Saturday the 18th of April.

When it hadn't arrived by the end of Monday the 21st of April, and I'd received no notification of its dispatch either, I decided to check here - I really wish I'd checked here first!!

So , I emailed them requesting to cancel the order, and I ordered a different filter from Amazon (which not surprisingly actually arrived the following day). I also tried phoning them, but was on the "Our lines are really busy but your call is really important to us" message that you often get, and I gave up waiting after about 40 minutes. I'm not sure how their lines can be that busy - they sell pond equipment ffs!!!

Anyway, on Wednesday I received a reply from them saying sorry for the delay and my item would be dispatched shortly, to which I replied saying "I have cancelled my order. DO NOT SEND ME THIS ITEM!"

Then today, Friday the 24th of April - a week after placing the order with the next day delivery on it, and having cancelled the order 4 days previously, I get another email saying "Sorry, but your order has been dispatched and is out for delivery with the courier", so now I'm awaiting its arrival.

At this point I don't know whether to try and reject the delivery before the driver leaves it on my doorstep and drives off, or just accept the delivery and sell it as new on ebay, as I'm not sure I trust them to refund me if I return it to them and, looking at their website, I reckon they'll try and make me pay for the return costs as well.

I wouldn't actually bad mouth a company but I feel like how swell serve their customers is extremely poor.
Ordered for next day delivery . No such thing. They are not great at replying to emails. The girl told me they were dealing with a large amount of orders. Overall service was poor and wouldn't order ever again. Stay away at all costs took over 10 days to be delivered after emailing back and forth. Asked to cancel my order but was refused

Very disappointed with Swell . Ordered pond vacuum which i received no confirmation email for order. When it finally arrived a week later the drain hose does not attach has wrong fitment. After messaging them to try to rectify and receiving no response I have initiated a return. I have now been waiting nearly a week for them to respond to my return request. Tried calling but call just gets dropped every time. They say they will get back to you within 24 to 48 hours but no this is not the case. Customer service seems to have bypassed this company. Will not be ordering from them again!

Avoid.

Ordered a large black VIVARIUM over the weekend. I received a delivery very quickly within 2 days.

Unfortunately I received a small AQUARIUM. ??

Have been on the phone for over half an hour and no one is answering the phone. Obvious disregard for customers.

Sending the correct item is pretty basic guys...

Picking up the phone is the bare minimum.

I've ordered from Swell UK for 9/10 years, up until my most recent order I would have happily recommended them.

In fact the last issue I had was six years ago when I ordered a pump that had been discontinued by the manufacturer who hadn't passed on that information to Swell and the lady employed by Swell back then recommended two potential pumps that would be a suitable like for like pump and also sorted a refund for the price difference same day.

I appreciate every now and then that there can be issues, but the lack of communication now from their end is awful.

I placed an order within their next day delivery cut off on Thursday (16/04/26) and filled in a contact us enquiry the next day (17th) during office hours as it hadn't been dispatched to ask when it would and if I could get a refund on the delivery service I didn't receive. I then received a reply on the Monday (20th) stating that it was being processed and packed, also that they would refund my delivery cost. My order however wasn't processed or packed until the 21st and I ended up receiving it today 22nd.

I will not be using Swell again, instead I will do what I always should have done and supported my local Koi or aquatic dealership.

I was a little concerned reading some of the reviews after placing my order. I ordered fish tank on a Wednesday morning, the website said expected delivery was the following Monday. I didn’t receive confirmation until the next day and there was no order tracking, however Saturday evening I received confirmation that parcel had been dispatched. It arrived in great condition on the Monday.

2 out of the 3 fish were not what I ordered. Very poor condition, scales missing, one has a lengthy scrape down it's side.
Hesitant to introduce to my other fish.
With products and quarantine hopfully the fish will improve.
The water they came in was understandable murky through fish waste but stank to high heaven, not normal good water quality.
Don't buy according to there photos if fish on there website as there false.

The worst company i have ever dealt with!
urgent order for fish filter ordered Friday 10th April, pain extra for next day delivery by 4pm 5 days later, they have my money and my filter they havent the decency to answer the phone 4hours on hold in total still never picked up, no repsonse to 2 emails sent no order confirmation no receipt. Please don't use this company you wont get your order!

Sent me the wrong fish, offered a refund but not for the postage. Completely absurd.

Terrible customer service, terrible service in general.

Avoid this company - half of the order tuned up 2within 4 days but the main part of it was not sent. They told me on the phone when I finally got through that it was a split delivery and would be a few more days. It was a birthday present so I missed the date. No communication from them at all - rubbish service.

I ordered a vivarium setup and food/accessories. It was supposed to be express delivery but I has ordered over Easter so expected a slight delay. I didn’t receive order confirmation so had to ring up and chase the order. The man on the phone was lovely,apologised for the delay and agreed to send next day delivery, which was great.

Only 2 parcels arrived. The vivarium wood was chipped in places. A week later and still no sign of the third.parcel..very slow response times, no idea when it will arrive.

I am having to buy another UV light from a reptile shop in Blackpool as my son is collecting his dragon tomorrow and we need everything in place.

Very disappointed and won’t be purchasing from here again. Hoping I at least get a refund for the missing UV light.

I am done using this company sadly .
Emailed them on the 9th April with some questions regarding one of their aquariums , No reply . So the following day (10th April) I decided to just buy it & I paid for next day delivery at £5.99 . I needed this tank urgently! All was fine, tank got dispatched the same day etc . Saturday 11th April the Yodel tracking was telling me it won’t be delivered that day . After multiple calls to Yodel whose call centre must be in India I was told they don’t deliver to businesses on weekends .. eh ? I don’t own a business nor do I live at one . Finally my tank gets delivered on the Monday 13th April . So why did I even bother paying the extra £5.99 for something I could have gotten for free had I known the next day delivery wasn’t going to be fulfilled, thankfully I finally got an email back 4 days after I’d sent it with some BS excuse as to why my tank was late , their phone lines on Monday 13th when I’d tried to contact them were apparently off due to staff training 🙄 I’ve now had them refund me for the delivery cost I’d paid . I’d purchased some pond liner with underlay a week or two prior to this which took them absolutely ages to dispatch , imagine my horror when I find it just dumped on my doorstep ( value of almost £300) because the courier couldn’t even be bothered to knock .

They make their business look worse by using these cheap nasty courier companies ( Yodel & FedEx ) . Every time I’ve ordered from Swell the delivery NEVER shows up when it says it will due to these incompetent courier services they use . When will they learn ? After reading these reviews I’m absolutely dreading using the pond liner now incase there’s an issue with it that isn’t easy to spot . I definitely won’t be using them again .