“I will never ever use swell again, nor recommend them to others thanks to my recent interaction. . .
Recently I ordered some live crickets + some frozen food, costing nearly £50. Throughout the order there wasn't much in the way of updates, other than an email saying my items were dispatched.
I hadn't heard for a few days and just assumed delivery was taking a little while- since I'd had no further emails or contact informing me of anything.
Eventually I emailed support, wondering where my items where. I was then told I had missed a delivery, and due to this they weren't going to refund me or replace my items- even though they have clearly taken my items back with them. They could have left my delivery at my door, or given it to a neighbour, but they had done neither. I also had no note through the door saying I had missed a delivery, I had no updates saying when delivery would be, and no email saying I had missed an attempted delivery.
How am I supposed to know anything if there are no updates?
I'm absolutely disgusted in the customer service I've received the last few days too. I have now been robbed of the items I paid for, and my money. After asking for a refund for my frozen food at the very least (if they weren't going to deliver them) I was ignored.
I recommend to others to not use them, and I certainly never will again after this.”
“What a scam! Wished I'd read the reviews before ordering. I ordered an item which never arrived (proved by tracking) and they are refusing to refund the money. Do not use this company!!!”
“I had an unusually bad experience with Swell Reptiles. I made a large order of frozen rats for my two corn snakes, paying £10 for delivery alone. Swell Reptiles provided no delivery date, no tracking information whatsoever, and didn't respond to my emails. As a result I apparently missed the delivery. Unless you are retired or willing to take a week off from work, I don't think you can buy frozen products from Swell Reptiles. When they eventually responded six days later, customer support was very unhelpful and seemed to copy-paste their emails. Reptile owners have better options.”
“I have tarantulas & snakes, so I buy my live food from SWELL REPTILE. I spend over £40 a month on food (because live food doesn’t stay live long). The last purchase I bought fruit fly culture x 3, curly wing flies x 1 (eggs), micro crickets x 1 and golden fruit fly culture x3. The curly wing flies never hatched so I was sent a replacement, which never hatched either. The micro crickets were all dead the next day. The fruit fly culture had 8 flies in each, which were dead (all three tubs) they had no flies, maggots or eggs in any tub so I sent photos and contacted SWELL REPTILE to show them. Their supplier is scamming people by sending food that doesn’t exist in the fly cultures and old food that dies within 24hrs. They need to change supplies because I’m NOT buying from them again and was really wanting to buy two sets of stacking vivariums but not now. I’m buying my food from INTERNET REPTILE now. Shame on you SWELL REPTILE, your standards are below ok. In my opinion you’ve dropped your standards from TEN to ZERO!!!!!! Can’t show photos as this stupid App doesn’t work properly”
“Would NOT recomend, paid over £80 for my order, in that order bulbs was put in with a heavy bag off bearbie life sand, and i recived two dishes that was stated 15 cm , upon reciving them they wasnt 15cm but much smaller, i decided i can keep one for another pet and requested a return for the other , i recived a email back days later asking for pictures with messurements this i did , its been 5 days and no reply what so ever , they clearly dont care about customers, or MISS selling items, I REALLY WOULDNT RECOMEND THESE”
“Disgraceful customer service.
I ordered frozen rats on Friday 5th May. Unfortunately I had missed the part that told me delivery would be signed for, if I have of seen this I wouldn't have ordered. As like most of the population I was at work when the packed was attempted to be delivered, and with no tracking information I couldn't have even tried to make sure I was in.
Due to the fact that they sent the package on a Friday before a bank holiday it meant that I couldn't rearrange the delivery or pick it up before Tuesday the 9th and also have to travel and hour out of my way to pick up, as because I am working I will not be at home to sign for the parcel.
Emailed customer service and told them the problem I'd had. Apparently it's all my fault, they will not take any responsibility for the fact they send their frozen products on a Friday before the bank holiday with no tracking and request it be signed for. Unfortunately I work full time and am not home much which is why every other delivery service happily leaves my parcels in my shed.
Don't bother wasting your time with they company. They charged me over the odds for the rats (£20) and extra for delivery (£8.99) so altogether I payed nearly £30 for a box of defrosted dead rats. And when told about this issue is was basically told it was my problem and they take no responsibility.
It's a shame because I have 3 reptiles and would have been a regular customer as I was looking to start buying online to save me the hassle in having to go to the shop. Think I'll have the hassle of a hour round trip for a box of defrosted rats and just go to the shop next time.”
“Order of frozen mice arrived several days late, completely defrosted and rotten. They refuse to refund or replace the order claiming that we missed the delivery date, but the day the driver supposedly came we were in all day! No one even knocked on the door. You get no tracking information or notification so you have no idea when they are coming or even that a delivery attempt was made. The customer service was terrible, they don't listen to you at all, just keep repeating that they are not liable.
The packaging was rubbish so even if it had arrived on time I doubt that it would have still been frozen. I am now out £60 and they don't care at all. Save your money and shop elsewhere.”
“I have used this company for years, and I have had enough. If you're only looking to buy non-perishable goods, this place is as good as any, but when it comes to frozen foods it is awful.
I ordered a big lot of frozen food, and it arrived completely defrosted and useless. When asking for a replacement, they told me they attempted delivery twice and therefore will not help me. This company does not tell you when your frozen food will be delivered, which is a complete farce considering it is perishable! Therefore the only way to make sure your order arrives fresh is to wait around every day until it arrives, which could take anywhere from one day to one week, their delivery times are never consistent. If you miss the delivery, you're going to pay for the entire £30+ wasted order out of your pocket.
They don't care about their customers, they only care about the money they can get, while wasting their own goods and making you pay for it. Their couriers are incompetent at best, previously they didn't even give me an order, and refused to take responcibility for it. Don't risk it, it isn't worth your money.”
“it started with me emailing asking if i could stack the vivs i wanted before i purchased, and with in hrs i had a email bk saying yes i could.. off to a good start. so i went and ordered the vivs i wanted, i ordered them early evening and they both arrived the next day. i set one viv up and it was perfect, just what i wanted. when i opened up the second there was one damaged panel and both runners were broken. so i emaild explaining that it was damaged and asked for a replacement, again i had an email the same day with an apology and asking which parts were damaged and they would replace them. i replayed after office hrs letting them know and when i opened my emails the next morning i had an email back saying they had dispatched my new items. i had my replacement items within 48hrs. they were well packed and arrived in perfect condition, so i finished setting up my second viv the same day. the vivs themselves look grate and fit together perfect, they are sturdy and are easy to put together, it probably took about 30min to set up each tank. i was skeptical to buy from here having some mixed reviews but am very glad i did. i would recommend this shop.”
“I'll contact my bank for money fraud from this company. I paid£80 and didn't even get reference number for track my order. My emails with ask questions wasn't answers with what I asked for. They told me to track my order from website site but how I can do it without reference number? I wouldn't even ask about refund or waiting one hour more for this professional information because this shop is mistake.”
“I ordered a tank a week ago. I had planned for a gecko to go in that vivarium that was being delivered after the tank was due, so i could set it up ready. Then i got the wrong tank and then had to wait for the right one to arrive. In the meantime the gecko was delivered and has had to go in a temporary tank thats not suitable for him. Once emailed, I was asked by customer service when i am free during the week to have the tanks swapped over, to which i replied Wednesday. I work 12 hours shifts at a care home this was the only day i was free. However, the swap was then booked for Thursday 15th, followed by a lack of communication with the booking, which doesn't impress me. I then had to arrange for someone to stay at my house for the day to be there to swap the packages. However, DPD have not received my parcel yet to be delivered. The tank is for a male African fat tailed gecko which is now has its life at risk from not being housed properly. Then i emailed them stating DPD haven't got the tank and that i have had nothing regarding the swap. Then i received no reply. So i have no clue if i am ever going to get the right tank. I dont understand how they can get an order wrong. When ordering a leopard gecko set up and receive a tortoise table, surely they should notice that was wrong. Especially when they print off the delivery note stating what i was meant to get and put it with the wrong items.
The inconvenience caused by all this is detrimental. Waisting time of not only myself but someone else to spending their day sat in my house waiting for it. Its a shame as I was going to buy a female african fat tailed gecko from their site too. However, i won't be doing this now, i though they were more reputable business after looking at the reviews and comparing to others sites. I was wrong. Never using them again and advice others not too.”
“Ordered a viv and cabinet advertised as in stock with delivery typically in 2 days. Two weeks later still hadnt arrived. I called swell and asked when the same viv and cabinet could be delivered. They confirmed two days when asked why my order still hadnt been dispatched, was told suppliers changed, being dispatched by supplier, nothing they could do. Asked to speak to a manager but they dont have any of those. Absolute joke of a business. All I wanted was to know when I coukd expect my order.”
“Awful an animal lost her life due to them sending faulty equipment. The response to this was to be rude uncaring and snappy.refuse to pass any numbers on to a manager total cowboys”
“Extremely disappointed with Swell Reptiles. Firstly, make sure you place your order months before you need it, as this is how long it takes for them to fulfil. Secondly, be prepared for items to arrive damaged, never be replaced and receive nothing from them. The customer service is a joke, nobody is helpful or seems to have an answer. I have been told different things by different members or staff. Don't even bother calling them as they won't ever answer. I thought they were a reputable company but I am now convinced they are a scam. I will never be using this company again. They are a disgrace!”
“Awful company. Ordered £65 of frozen food, received no tracking information. A week later my neighbour handed me the box saying the driver had left it outside her door the day before. I've contacted them and they have refused to do anything as apparently it is my fault for missing a delivery in the middle of a week day when I had not received tracking anyway.”
“Worse than terrible. Likely a scam.
Order did not arrive. When inquired I received a series of curt e-mails blaming me. No refund offered.
Money taken and no goods delivered, plus a side order of blaming the customer.”
