Swell UK Ltd Bewertungen 

I only ordered from this site as they advertised certain plants as coming attached to driftwood for instant placement in the tank. This I thought was great as it saved fiddly attachment myself…. Having paid a hefty delivery fee, the plants arrived not only not attached to driftwood but completely wrong! I contacted customer care immediately as these were obviously not what I had ordered.

At first I was told I was incorrect about the driftwood so pointed out this was actually written in the description. I then sent photos of the plants again showing that completely the wrong plants had been sent. Half a dozen emails later I finally got a refund but no apology or admission they were in the wrong.

Fast forward a few weeks and my tank is now infested with snails from the one bit of weed they sent which I could actually place in my tank (this was despite extensive rinsing). Honestly wish I hadn’t bothered and will never use this company again.

The uv lamp failed after 7 months. I was told to return it. 2 weeks later I had to chase it up and they said it had arrived there badly damaged. Eventually after more weeks wait and multiple messages I received a new uv unit. However they did not return all the necessary parts ie quartz sleeve and hose tail. They sent a hosetail and it doesn’t fit the unit! This whole debacle has lasted over 2 months and I’ve still got no uv unit. If you expect a good after sales and customer service after purchase of an expensive filter you will be disappointed. Very unhappy and I wish I could get a full refund or replacement unit but I know I won’t. I told swell I would be giving a negative review.

I've shopped with Swell for years however over the last months their service has been brutal. This time I purchased a not inexpensive UV clarifier for my pond. I was sent an ex display or customer returned item. After the usual unacceptable wait for customer service to reply the ignorant employee that did tried to claim that the unit "didn't look second hand" to her. I had to contact ths manufacturer to confirm that the item I received was not as us from factory. Swell then eventually facilitated a return which they've had in their possession since Monday. I'm still awaiting confirmation of my refund. At this stage they're essentially stealing my money. They've had it in their account for 3 weeks now. At first I was told it was a system error that held up my money being released and now the story has changed yet again. There's always another new excuse, never any accountability. Absolutely foul what you have allowed to happen to this business.

AVOID this company at all costs. This company does not care about it's customers, the level of customer service and communication is shocking the worst I've experienced. I ordered some Koi from Swell they never arrived, we emailed several times and it took days to reply and I rang up every single day and they had no clue what they were doing at all. Finally we were told the fish would be delivered a week later than planned. They day before they were due to arrive we had an email to say our order had been cancelled and we would be refunded and as an apology would receive a 10% discount on our next order. Why would we order from this company when they will happily take our money but not deliver. We have no faith in this company nor will we ever trust this company again. I would advise anyone ordering livestock to not order from this company.

I had a great experience with Luke and Elouise from Swell Customer service team. They were very helpful and patient on the phone and provided me with a great deal of information and support while making my order. Thank you very much!

A mistake occurred, not on Swell's part, but attributable to Swell's suppliers. Both companies reached out to me to apologize for the incorrect fish being dispatched and confirmed that the correct fish would be sent out promptly. I received the correct order three days later.

I'll be honest, was I worried about the reviews online, yes extremely, but on this occasion they sorted the problem out quickly.

A company of this size doesn't need to rip people of or scam people, I'm sure it earns lots of money, and besides it wouldn't last long or Indeed be able to sell on Amazon or b&q if they had bad customer practice, Amazon has very strict rules.

I suspect there's probably 2 sides to the story with a lot of the bad reviews left here.

I am tired of chasing B&Q and this company for an item I ordered two weeks ago nearly 3 weeks. I had to to do the chasing and no one is bothered to let me know where the item i paid for is. Meanwhile my plants is dead due to the wait. I am really disgusted by their approach and lack of communication. I wouldn't recommend anyone I care for to these two companies. I am beyond exhausted wasting my energy and time that I will never get back by chasing them. If you read this, just refund my money this was a waste of time

I received the wrong fish in my delivery, James was very helpful in sorting this out and sending the correct fish promptly. Things can go wrong, but it’s reassuring that this company is committed to making sure things are put right in a timely manner.

Excellent service from SwellUK as a first time customer. Needed a replacement pond pump asap. Ordered the Easyclear 6000 which was competitively priced and paid for the express service. It was despatched within 2 hours of ordering and the unit arrived well packaged the next day via Yodel. Quality Hozelock product, working well so far.

Dealt with Luke very helpful and now praying for a quick delivery!

Ordered sealant which was only dispatched after I had massaged them with urgency. Not delivered on time and had at considerable expense to order same item from another supplier. After completing the job the sealant arrived 5 days late. No good at all.

Great chat just now with Luke. He was able to amend an order I had made in error with minimal fuss. Very professional manner and clearly understands the internal processes. A rare pleasure.

I ordered a Feature Pump and some other items in June 2026. When the pump was installed, it did not work. I contacted Swell UK via their returns process on 2nd July 2026. No response. I have contatcted them twice since - still no response. Tried phoning them - no response. This is the worst online experience I have ever come across. Customer Service is non-existent. I would highly reccommend others to avoid this company.

Apistogramma Macmasteri Red
3cm - Male & Female Pair
£52 for a male and female pair including delivery and I receive a bag of 6 snails.
I think you need to look at your orders properly and pack what is paid for. I am now £52 down with a bag of snails I didn’t want. Can’t make any contact over weekend either to sort it. Your company is a shambles

I like my Swell pond pump and have no issues with it whatsoever. It's 5 years old and the impeller went so I hopped online to order another. Website clearly states NEXT DAY DELIVERY - excellent! Put the impeller in my basket but the image then changed so I rang for clarification and a very helpful guy said "ignore the picture". I paid extra for next day shipping and, in fairness, the guy said that was "unlikely" to happen. So here we are -3 days later - and it's just been delivered and is the correct item. Would I order again from their website? probably not. Just be honest guys - and sort your website out!!

DUE TO BAD SUBMERSABLE PUMP DESIGHN THE SWIVEL END CAME OFF, PUMP IS APPROX 9 MONTHS OLD ALL MY FISH ARE DEAD INCLUDING 31 BIG KOI FISH 20 TO 22" LONG DUE TO NO WATER FLOW 30 YEARS OF FISHES ALL DEAD AM DEVASTATED IF I KNEW HOW TO UPLOAD PICS WOULD PROVE THE DESASTER I CAME HOME TO

Purchased a fish tank bundle of theirs through B&Q. They sent through the wrong items and then delayed their responses and kept asking for images despite sending them.

Good thing I had B&Q's backing otherwise this cowboy outfit would've been impossible to deal with.

Ordered an Item for next day delivery. Arrived over 72 hrs later. Swell failed to apologise or even acknowlege they had failed with service levels. Whilst item was received and I am happy with. I strongly advise people are not swayed to order from Swell based on next day delivery.

Utterly apalling service. I ordered 80 kg of Instant Ocean for a project starting today. I paid extra for express delivery. They tried to deliver in a saturday (we were closed) redirected two packages to an InPost locker but didnt tell me how to access the packages, the other two appear to have disappeared. Neither InPost or Swell UK are very helpful offering only casual or glob answers. AVoi d. Avoid. Avoid.

I never leave reviews but after my appalling experience purchasing from Swell I feel it's completely necessary to warn potential buyers. I ordered a vivarium for my daughter, paid extra for next day delivery which was a waste of money and time. When I tried tracking the item I discovered it had been sent back! Contacted Swell to cancel the order which they denied so ended up having to call them. Finally got through and managed to get a refund which I haven't received any email confirmation for. Fingers crossed I get my money back soon or I'll be ringing them again. Shocking company. AVOID!