Swell UK Ltd Anmeldelser 

I reached out initially when my next day delivery did not arrive (for the 2nd time). This delivery took 12 additional days. My package was time sensitive.

I then asked simply for an option to return the items that I no longer needed due to the significant delivery delay - the order did not appear on my online account.

The response to this query entirely ignored my questions and gave no option or solution to return the items. It seemed to be a new rep answering my email chain every time, effectively saying hello how can I help.

After 1 month they eventually said that they could open a return for the items but that I would need to orchestrate and pay for the return myself.

Astonishing - I’m very open that mistakes happen but the level of service is incredibly poor and has wasted a good sum of money for me. Never been resolved.

I do not usually do reviews but by far this has been the worst service in my entire life that I feel it earns a review. My two young daughters chose a pet suited to us as a family, we paid full price and purchased a complete set up with swells so we would have exactly what we needed for our snake. We received all the small items as expected but the main equipment (vivarium) did not arrive, I contacted swells, they said they would send a replacement as the original was lost. Again this did not happen. I attempted to communicate via their email to seek resolution and also via call many occasions with backward and repeated responses with no real action for resolving from the company. After many weeks of failed attempts we lost our chosen pet, including the fee. Swells remain unhelpful, they have only returned £62 of an order of over £410, I contacted them to again resolve with no resolution again and have had to raise a PayPal complaint to seek the return of my payment. We have lost enormous amounts of money from this company and they displayed no care or genuine apologies. I believe this company is more fraudulent from the service I have received. Please do not trust this company with your money as it has caused us enormous stress and heartbreak as a family.

Ordered silk aquarium plants on Next Day Delivery. Good prices, good plants and arrived Next Day! 5 Stars

Ordered a pond pump in may this year unfortunately it stopped working in September so I contacted the company and received a few things try to make sure it wasn't the obvious problem after doing so it still didn't work so contacted them again and they replaced the pump with a new one excellent service and contact by Holly many thanks would buy from again Brian

I have been online looking at this site and found the pump that I wanted, but when I went to put it in my cart it would not add it no matter what I tried. The ?? giving advise said he could not help with my problem and did not know if the sale price would still be the same if I bought it tomorrow ?? WTH what is the problem ??

My first tank arrived smashed with glass absolutely everywhere. The team where incredibly rude to me when I called. Very difficult to get a replacement and then when I did get it I cant actually put the tank together because of the cheap lid, the screws dont fit into the holes meaning I cannot mount the led light to the top. I have just tried to call and was on hold for over half an hour. Nobody picked up. I will never ever use this company again.

Do not use this company!
In summary I purchase some goods and awaited deliver
I was given a delivery date and time but it failed to arrive.I was then advised by the delivery company that they could not find my address. I confirmed my address and details with Swell who in turn advised their courier. I was given 2 more dates and times but no delivery made, however I received an email to advise it had been delivered. I advised Swell who sent me a form which exonerated them from any blame, harassing me to sign. Obviously I told them I would not sign the form. They were so hopeless that I contacted the courier direct who looked into the matter and confirmed it had been delivered to the wrong address. I advised Swell and asked for a refund as I did not want to deal with them now or any time in the future. BE WARNED CUSTOMER SERVICES ARE USELESS

Awful business. Order never received, wont respond to emails. Am left out of pocket with nothing. Avoid at all costs

Extremely disappointing experience – completely avoid
I spent over £200 on an order from Swell, and unfortunately the problems started almost immediately.
Two fish were missing from my original order and another arrived dead. While this was eventually resolved, within the first couple of days my 300-litre tank developed white spot, and I lost four of the new fish.
I also purchased fish for my 700-litre tank. After introducing the fish from Swell, the whole tank developed a disease. Two of the new Swell fish died, but, far more concerning, I also started losing fish that I already owned and had been keeping successfully. I had over £600 worth of fish in this tank, so the financial and emotional impact has been huge.
I ordered 12 fish in total from Swell and have now lost 6 of them, as well as a number of my existing fish. This has been an incredibly upsetting and expensive experience.
I contacted Swell repeatedly by email and explained the situation in detail. Their response was to offer me £35 in store credit. Quite frankly, I found this insulting given the circumstances. Why would I want store credit when my experience with the fish I purchased has resulted in losses to both the new fish and fish I already owned?
I suggested that, given that half of the fish I ordered had died, and considering the serious problems that followed after introducing them into my tanks, they should at least reimburse half of my original order value. They refused.
Instead, they eventually offered to refund the £35 rather than provide it as store credit. I explained that I still felt this was completely inadequate, but they refused to reconsider.
I am now left seriously out of pocket, having lost a significant number of fish and potentially suffered far greater losses than the original order value.
What has disappointed me most is the customer service and complete lack of understanding or concern. I expected a company selling live animals to take situations like this seriously, but I do not feel that happened here.
I certainly will not be ordering from Swell again, and based on my experience, I would strongly advise others to think very carefully before doing so.
Completely avoid.

I ordered a Mini Titan external filter , when I set it up it was noisy and should not have been, I got in touch about the issue and Hannah responded quickly and are now sending me a new replacement filter.
Hannah has been really helpful.
Robert Nye

Upon ordering, I was expecting my tank and bits to come on the day it stated it would, there was no information leading up to this day and whatever tracking was useless. I am still awaiting the delivery of these items, and have had one email from probably my very first query to them, to which still nothing came of it. I replied several times and still nothing back. I have not received my goods which is very poor, getting on for a week now, considering most companies deliver on time and have decent tracking and delivery service. I hate the lack of communication and customer service. (If you can’t do this then don’t have a company) I ordered some fish too- this was the only thing that actually came on the day. However the tracking and delivery company they use is not great and very frustrating. I was missing a shrimp, and one of the fish had a much smaller fin than the other. So much for a premium fish that supposedly is quality checked. Again no response to my emails. The other fish were pretty decent to be fair, but it’s so disappointing as I was going to spend a considerable amount of money here but I will take my business elsewhere.

Really disappointing experience on the first (and will be only) use of this bunch.

Daughter decided to place an order (unsupervised), at around 8.30 pm which I spotted very quickly! No option to cancel online, so email was the only option which I sent within 40 mins of the order being placed. A reply was received at 9.30 am the next morning informing me it has already been picked and packed (yeah right on a delivery time of 3-5 days).

I can of course return the item, but delightfully at my own expense.

Customer service 0%

I waited for 4 weeks for my order and it never came. They then emailed me a month after I purchased my fish telling me that they were out of stock and ended up giving me a refund. I don't understand why they were listed as 'in stock' on the website if they weren't available in the first place.

Terrible experience and customer service. I am trying to create a pond for an 88 year old man and his 96 year old partner to enjoy in the final years of their lives. The underlay has not arrived and despite being assured it is on its way then it has still not appeared. At this rate the pair will have died before the pond can be created. Terrible customer service with no one to speak to.

I am incredibly frustrated with this company. I paid extra for 2–3 day delivery, but the order took over a week to arrive, and when it did, the tank was completely smashed. Getting hold of customer service was a nightmare; they ignored my email, and I had to spend over 40 minutes on hold to speak to someone.They agreed to send a replacement, which took another 10 days to arrive, only for it to be a tiny 28x28 nano tank that looked nothing like what I originally ordered. After another painful back-and-forth trying to contact them again, I returned the incorrect tank via tracked DPD delivery.According to the tracking, they received the return days ago, but despite emailing them 5 days ago to request my refund or correct replacement, I have been met with total radio silence. This tank was supposed to be a gift for young children who were left incredibly disappointed and impatient by these endless delays. In the end, I had to go to my local Argos just to buy a tank so the kids wouldn't be let down any further. I am still waiting for my refund

Shocking customer service the so called “manager” must be an AI bot gives the same AI generated responses. AVOID at all costs.

They sent me the wrong item twice, which I returned with the labels they emailed to me. It's been 7 weeks since I made the original purchase. They haven't sent me a replacement or a refund. They are now ignoring the messages I send them and have sent me an email saying the matter has been resolved.

Further to the above, they have now given me a refund (interestingly, about an hour after I made this review). I've upgraded them from 1 to 2 stars.

Awful company. My order arrived five days late and defrosted. All in bin as too dangerous to feed to pets when totally thawed. I'm still waiting almost 10 days later for replacement order. They won't answer the phone nor emails so what now??? How are they still trading? We all need to report them to trading standards.

Mice arrived thawed. Promised to send another batch. Nothing arrived. No refund. No response to emails. Disgusting company.

I ordered frozen food a betta fish and some shrimp on Tuesday on Wednesday I had an email saying the fish and shrimps had been packaged and dispatched and should arrive Thursday to Friday its now Saturday and the courier hasn't even picked them up the tracking won't work because they havnt been collected they've been sitting in a box for days they'll likely be DOA if they arrive atall still not heard anything about the food I ordered and I've sent multiple emails concerned that they've had the animals just sitting in a box and making sure everything is going smoothly and guess what no response I spent £110 and have been so excited about this fish and now it'll most likely arrive dead and nobody is responding to me ill update this when/if they arrive.

0 customer service