Swell Reptiles Opiniões 80

Honestly, this has been an absolute joke from start to finish.
I ordered an Arcadia LumenIZE Pro UV Kit on 30/01/2026, paid for expedited shipping, and the unit arrived dead on arrival. I sent video proof, but Swell still dragged things out for weeks because they “had to test it themselves.” It wasn’t until 18/02/2026—after I chased them—that they finally arranged the exchange.
The replacement arrived, worked for ONE DAY, and then died. Returned again on 20/02/2026.
Their own tracking shows they received it on 23/02/2026, and I was assured the refund would be processed within 1–2 weeks.
It is now 26/03/2026. Over a month later. No refund. No communication. No accountability. And every time I call, I get a different excuse.
And now the best part:
Today I’ve just been told that instead of my refund—which I have been chasing for weeks—they’ve magically decided to send another replacement item, even though I explicitly requested a refund.
They only “arranged” this today, completely ignoring everything I've said up until now. No notification, no confirmation, nothing. Just quietly pushing through something I didn’t ask for, didn’t want, and shouldn’t have to deal with after two faulty products and a month-long refund delay.
The level of incompetence here is unbelievable. Two dead units, endless delays, zero communication, and now they’re sending items I never agreed to—instead of giving me my refund.
This has been one of the worst customer service experiences I’ve ever had.
Avoid Swell Reptiles at all costs.

Customer service above and beyond

Nathan was beyond helpful
I cannot thank him enough for his customer service
Thank you ! you are a credit to the company

Never order from this company. Nearly £40 for 10 mice and 10 rats which I only ordered as an emergency and they promised next day delivery for an extra £9.99. Nothing came the next day ,or the next day. I sent an email complaining. An email came back the following day apologising and saying she would look into it. Then another email came, saying the order would definitely come the following day, but surprise, surprise, still no delivery. Still waiting, so now I have demanded a complete refund, but have heard nothing.

I have had nothing but trouble with them. I ordered a vivarium and paid next day delivery - 3 weeks later it still hadn't arrived. I had been emailing and calling throughout this time, but was just told due to the Christmas rush things were taking longer. Eventually they told me it had been lost and sent out a replacement. Once received I wasn't happy with the quality so asked to return, which is within my rights. It took them over a week to forward me the relevant info to be able to return (after 3 calls and 2 emails). They received the return within 2 days, and I luckily had proof of this, but then it took them over 4 weeks to refund me, after many many phone calls, emails, promises to call back etc. I've spent literally hours on hold to this company, so much time wasted.

I have ordered many times in the past with no issue, however something seems to have happened recently. I placed an order on a Monday with standard delivery - nothing was received and no communication by the Friday so I emailed to chase. Suddenly received a notification from Fed-ex (nothing from Swell) that it would be with me the following Weds - 9 days after ordering. Upon delivery the terrarium I had ordered was damaged with the glass smashed, it was poorly packed and the box was damaged. I have since been trying to contact them, firstly for a replacement, now to get my money back. The online damages form does not work, so I have emailed and tried to call. Their phone lines are down and they have not responded to any of the 3 emails sent since the 2nd. Customer service is terrible. I will not be ordering again.

​I am appalled by the lack of customer care and adherence to UK Consumer Law from Swell Reptiles. I ordered live food before Christmas, but no tracking number was provided. Consequently, the package was left outside in the cold by Royal Mail without a knock. By the time I retrieved it, the cold had destroyed the order.
​Royal Mail has confirmed that Swell Reptiles needs to issue the refund to me and then claim the loss back from the courier. However, Swell is refusing to engage. I have offered undeniable CCTV footage and photographic evidence proving the delivery conditions and the state of the goods, but their support team ignores this proof and skirts around the issue to deny a refund.​Under the Consumer Rights Act 2015:​Risk in Delivery (Section 29): The goods remain at the retailer's risk until they come into the physical possession of the consumer. Leaving live food in freezing temperatures constitutes a failure to deliver goods of satisfactory quality.
​Fit for Purpose: The goods arrived dead and damaged and were not fit for the purpose for which they were sold. By taking payment and refusing to remedy a failed delivery, you are in breach of contract. I urge Swell Reptiles to view the evidence provided and process the refund immediately.

Ordered and paid for items for a next day delivery! never showed up, had a cheeky email after i asked for a refund saying your goods were delivered 3 days later, its not the point, if they dont refund, I will be contacting my bank for them to do a chargeback.

Ordered a uv light on Thursday 20th and paid for next day delivery as it said it would be delivered by the Saturday 22 which was OK but item was not dispatched until the Monday 24th . Emailed a complaint and never heard anything from them

Brought platinum bearded dragon 4X2X2 setup. Items packed poor and hide out that came broke.i got a replacement.

For the platinum setup I was really disappointed . yes I received pro kit t5 24w, Thermostat, floodlight, 3 plants ,2 bags of sands, and temperature measure. 1 small bowl and 1 larger bowl and vitamin/calcium . But I have to get stick to climb, topsoil, bark, LED light, cleaning spray. More plants. Basking stone or stick. The vivarium is not the best either. So is it worth the whole packet? I don't know but platinum was the most expensive, wonder what a setup looks like if I would purchase bronze. I believe the stuff I got does not sum up with platinum. Definitely not everything for a full set up. So I don't use the company again.

I received some damaged goods, which i requested to return after a while they approved the return, However, i has to pay for the return postage which they are now refusing to refund back to me. they offered no other means of returning the damaged item like a pre-paid label

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 advised this was the fastest way to get help.

I also tried calling several times throughout the week but was either cut off or left on hold for long periods with no response. 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 did everything I could 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 experience.

Avoid this company!

I ordered 15 rats (10 small, 5 small/medium size) on 25th May. The 5 rats turned up, but not the 10 small. Contacted swell reptiles who said they'll contact the breeder and offered me £10 off my next order.
I received 10 mouldy rats and have contacted swell with a picture. They said the breeders still don't have any rats in so I have to wait for the new order, and that the mouldy rats must of been a late delivery (left in the driver's van from Thursday to Monday in 26 celcius temperature).

Contacted swell again 14th June still waiting for the rats. They said they'll contact the breeders and will have them sent out. Still nothing.
Rang up on 18th June, and now they arguing they sent out the rats (talking about the mouldy rats, which I had to explain that's impossible as I was told the breeders didn't have any to send out, and I was given £10 voucher for a good will gesture). Now I asked for a refund as I'm not waiting any longer and I'll go to the local pet shop as might be expensive, but at least they're honest to tell me what's going on, and now swell reptiles are refusing to give me my refund!

Contacted solicitor and C.A.B to take legal action.

Avoid at all cost unless you like to be on the phone for hours arguing.

This company should be reported. still waiting for an outcome to a problem with an fish tank led light. That is not working as per there instructions.
I have been emailing for over a month and not getting anywhere. I am now trying to phone them for over an hour and no one picks up the phone.
AVOID THIS COMPANY!

Paid for express delivery never came still don't know where it is customer service is horrendous can't get hold of anyone phone number doesn't work took 3 days to reply to one message

Ordered 500 pin head crickets and got maybe 100 and on the lid it says 50c so I guess some one sent 10% of my order instead of the proper amount oh well time to find a new vender for my crickets!

Wish I hadn't given this company the benefit of the doubt and used them again. This time I've received someone else's order, still no phone lines and no one has replied to my email. Awful awful awful company avoid at all costs

Pathetic product. 2 doors which were different sizes, hinges were different on both doors, chips to laminate finish doors are 25mmshort of centre piller, total rubbish and be taking further action

DO NOT USE ABSOLUTE CON ARTISTS!! Fist the viv i purchased came lightly damaged , i over looked this at the time as was small, then i made the mistake of buying the T5pro light from them which came faulty ! I sent this back to them within 2 weeks its now been nearly a month and theyve done nothing but make excuses absolutely shite response rate from customer service , rude and unhelpful like that cant be bothered. If you want to use them i hope you enjoy being ripped off spoken to like shit and genuinely waste your money thats what

Ordered my daughter a vivarium for Christmas. Opened it up was all smashed and damaged. They was ment to come collect the old one to then send me a new 1. That never happened. Been trying to contact them no reply via email nor answering the phone. Gonna have 1 upset little girl and no vivarium

Paid extra for quicker delivery item still hasnt arrived which was promised on the 28th november never arrived, they still haven't communicated any updates on the delivery after 2 emails, tortoise went without a light for a few days, found a store that stocked it and they are now attempting delivery after i have had to go else where, due to being unaware if item was arriving, this company is awful