Swell UK Ltd Reviews 

Stay away from this company. They sell goods they can't deliver. I ordered an aquarium set from them, and delivery was supposed to be within 7 days. For the first few days, there was no contact from them to arrange delivery on a pallet, and no response to emails. After a week, I managed to reach them by phone, which is also very difficult (a good hour of listening to nonsense on the auto secretary). It turned out the order was stuck and no one had addressed it until now. During our long conversation, they managed to reach the manufacturer of the aquarium. The manufacturer said they no longer had that model, so I requested a refund. A few days later, I didn't receive a refund notification, so I had to call them again... finally, I managed to get my money back today. Ordering from Swelluk cost me a lot of stress, disappointment, and wasted time on calls and emails. I highly do not recommend their services to anyone, stay away.

So I recently bought from Swell as they are my go to for my tropical tank.

Unfortunately I noticed something I ordered was the wrong product.

Contacted swell and was in touch with Emily. She was so helpful in getting things sorted for me. We got product out in the post and all sorted and turned around in a day.

Really good communication and support

Ordered a pond liner which arrived packaged in just a plastic bag. It had been ripped open and damaged (probably by the courier company) so I requested to return it in exchange for a new one.

Since requesting the exchange 5 days ago I have been completely ignored by this company. Their customer services does not seem to exist.

I wish I had read these reviews before buying from them.

Good prices but very poor service in my opinion.

Still waiting to get my damaged liner replaced.

I would give them a 0 but that isn't possible. One of the worse experiences ever with even worse customer service.

You know they are bad that when you send an email to their support team they automatically offer a discount code.

I have waited 3 weeks for my next day delivery to now be told that it has been returned to them.

I have been asked if i want it to be sent again which I have given them a chance, but its now been 2 days and no update on the new order.

I am about to raise a fraud case with my bank about the service.

Was feeling really nervous after seeing all these negative reviews after I placed my order placed my order late on monday evening for a vivarium called Friday afternoon to find out about my order due to feeling worried talked to a really nice guy Nathan who assured me my order was being picked packed and ready for dispatch and would be loaded onto van tonight with courier at 5pm received my vivarium Tuesday which im very happy with for our bearded dragon

Do not use@! just check feedback you'll see how bad they are.ordered 3 clownfish only 1 arrived,tried on numerous occasions to contact em but no response, luckily enough I used paypal so hopefully get money back...Absolute rip off merchants

Where to start really. Ordered on the 12th of Jan and paid for next day delivery which the website said it would be delivered on the 14th of Jan, which is fine as I ordered late into the evening after the cut off. Received my order confirmation and assumed all would be fine. Item wasn't dispatched as expected on the 13th I assumed it had been despatched but no email or tracking provided. 14th of Jan nothing arrives and no dispatch email.

Contacted customer services via email option as requested didn't hear anything back. Tried calling but got some blanket response of we are super busy currently and there may be a delay to dispatches. Glad they decided to inform customers after the fact (DON'T PROMISE NEXT DAY DELIVERY IF YOU CANNOT PROVIDE IT.) I would have been fine with a delay if it was informed at the time when placing the order.

15th rolls around still no response via email and cannot get through on the phones as they still are using the blanket response to cover their behind. Message them on Facebook to be greeted with a message that they don't monitor these messages but then luckily 1 hour later the dispatched the item. Maybe luck or maybe someone read it, who knows what actually happened.

Find out item had been dispatched via Yodel for a relatively expensive RO system not on for a £5.99 delivery charge. Item then didn't arrive next day as Yodel are subpar as well but arrived on the Saturday. 5 days after the initial order not next day as promised.

To top it all off I assume one of the items in my order was out of stock as I just received a random refund for one of the items. Again no email to let me know that the item was out of stock, nothing to say would you like to wait until we get it back into stock. Again wonderful customer service.

The items arrived fine and safe. I was shocked at how little tape was used to hold the box together with just 1 strip holding the flaps closed.

I will never use this company again as there are many other shops out there offering competitive prices. Even if each item costs me a few pounds more it will be worth it if service is even slightly better than what Swell can provide. I cannot believe I still have not received a response to my original email. It seems that from reading other review's each time someone orders there is a different excuse why dispatch may be delayed.

Shame as I was about to order some expensive Congo Puffer Fish but now will find somewhere else to get them from as I cannot trust the company to get them delivered safely to my house in time. I don't want to have dead fish turn up at my door.

I ordered a pond net from Swell in Nov 25. They claim it was dispatched, but according to the tracking the item has nevered arrived with the courier. I emailed three times to try to track my order, but no real assistance offered. Last week I requested a refund only to be told that they could not do that as the item has been dispatched. I am angry as they have taken my money, but not supplied the product and are not taking any responsibility.

Paid extra for next day delivery and 4 days later still nothing. No response to emails.

Ordered a tank & external filter back in November - filter arrived in a few days but the tank we heard nothing for weeks.
Tried emailing and messaging the customer service and received no response.
Rang them up 2 weeks later to enquire about it - told manufacturer would dispatch it and had made a mistake not sending it.
Rang again getting told they are being dispatched near the end of December. Gave them until first week of January and just rang em to learn the manufacturer is out of stock.

Drop the manufacturer if they are that bad but leaving us waiting nearly 2 months is ridiculous.

Messaged these people twice on Instagram. First time was questioning my delivery because I paid extra for next day delivery and I didn't even receive a dispatch email until the day it was supposed to be delivered, the second time I messaged them was because of one of the items I received (a UVB bulb) was faulty. They didn't read the messages until the next day and they left me on read (they didn't reply but they read the messages). Honestly what kind of customer service is this? Yeah their shop is amazing for reptiles and aquatics, but their customer service is absolutely terrible. If you do decide to order from them, DO NOT choose next day delivery because it will most likely not turn up the next day. Seen multiple people having the same problem with this company. I will start using Northampton reptile centre from now on.

Placed an order over £300 no dispatch notification i emailed to cancel order 3 days later & was advised I couldn't & to just refuse delivery & once they received it i would be issued a refund, well I refused delivery item was returned to sender which tracking leads to Kkc hu13 9dd on 16/12 ...it is now 12/1 & I'm still chasing refund they've been told another week & I'm doing a chargeback via card issuer... update refund received 14/1

I ordered my 7 x live shrimp and NT Labs medication on the same day (Wed prior to 11:30am), As per their confirmation email, i should have received the order the next day.
The next day came and nothing,
I waited for the following day and i have a notification that the order was out for delivery with Yodel.
It never arrived.
I thought it would arrive on the Saturday as it had now been 3 days since my next day delivery should have been received.
The order was with yodel since 4:30am Saturday morning.
at 3:00 i reached out to yodel asking for this delivery, and they told me it was now going to be on Monday.
This was now 5 days since the order of a next day delivery.
When i reached out Swell told me they are now coming with a different courier,

The live animals didn't arrive on Monday and turned up on Tuesday, 7 days after the next day delivery.

When they arrived, with a different courier There was only 6 live shrimp in the bag, and no NT labs medication.

When i checked the water parameters of the shrimp bag, it had over 250ppm of Nitrate, which means a huge amount of ammonia as well, the animals were swimming in a gas chamber.
I raced against the clock to get them into a stable tank with clean safe water, while not shocking them too much.

Unfortunately within 24 hours, two shrimp has passed away and i am trying to keep the other 4 alive as best i can.

My NT labs neds arrived on the Wednesday the following week.

I reached out to swell about the two dead shrimp and 1 missing shrimp from my order (At £7 per item i was £21 worth of dead/ Missing livestock)

It has been another several days and still no contact from them accept a £5 refund for some reason.

This company, considering claims of being good, is a terrible company to purchase from.
They don't support their customers and they don't keep their stock in safe environments.
That is borderline animal cruelty for the live stock and bad practice for customer support.

I strongly advise no one buys from this company and save your money.

I ordered 6 black mollies on the 1st jan, recvd email next day informing me of dispatch 2nd Jan, arrived 5 days later in Freezing cold water full of excrement. I managed 2 save 4 of them, took me 2.5 hours to save them. Offered me a refund for handling. Wanted a photo of the fish, the last thing on my mind was to take a photo, I was saving the fish.
No care about the suffering of the fish just about the money from Swell UK. Would not use them again.

Ordered a 485 liter tank along with some wood & a water test kit, everything arrived on time as expected then a week or so passed and the issues began the supplied filter pump failed within a week then supplied water heater was insufficient for the tank size and struggled to get upto temperature, the supplied led auto timer failed does not work at all.

Tried reaching out to the customer support multiple times no reply (tried the contact us form on their website at least 5 times, emailed them directly around 3 times everything had gone unanswered, started calling the shop called probably around 5 times each time got told nobody was available to deal with this at the moment and I'll get a call back.... Guess what no call back.

The funny part after multiple times trying to get this resolved I decided to see if they'd reply to a email asking for a recommendation for a light upgrade... Oh look at that within 24 hours a reply pointing to a premium light listed on their website. Funny how they can reply when it could get them a sale but when theirs a problem you get nothing!

AVOID - Customer service is none existent.

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