Swell UK Ltd Bewertungen 

Everything arrived late or not at all. Everything that did arrive was damaged and the box was falling apart. The packaging was awful and everything was just thrown in. There was 1 square of bubble wrap in the whole order. Some things were missing because the box has fallen apart. This also meant things fell out of the package on the way to me. Fed ex actually had to come back an hour later because they found reptile supplies in the van. What I did receive was either damaged, scratched or crushed. I contacted customer support they asked for pictures so I emailed them back and guess what no response. I didn’t receive some of my items and didn’t get a refund for that. AVOID AT ALL COSTS

Two separate orders in the last two weeks have not arrived on time, in fact they haven't even processed or dispatched them.

The website claims 'order by 4pm for next day delivery'

I ordered at 6:58 AM and paid for next day deliver and the order still shows as processing. Completely useless.

Use charterhouse or an alternative company instead.

Been waiting nearly 2 years for a tank and every time I call them they tell me they will get back to me but don’t and haven’t given me a refund 🤦🏼‍♂️

Stay clear of this company....total jokers

Ordered a filter for my fish tank due to my current filter developing a fault, as you can imagine, I was in a hurry.

2 to 3 days for delivery, I thought, great! Just what I needed. 3 days on and the item hasn't even been dispatched. I wish I would have read the reviews prior to ordering

I am extremely disappointed with the service relating to Order, placed on 20 July 2026 at 13:42.

At the time I placed the order, the expected delivery date was clearly stated as Tuesday 21 July. It is now Thursday 23 July, and I have still not received my order, nor have I received any notification explaining the delay or providing a revised estimated delivery date.

Unfortunately, this is not an isolated incident. I have experienced exactly the same problem with previous orders, and late deliveries now appear to be a regular occurrence rather than an exception.

To make matters worse, it is virtually impossible to speak to anyone. Calling customer services simply results in the standard message about “experiencing a high volume of calls,” leaving customers with no meaningful support or updates.

This level of service is unacceptable. Failing to meet your promised delivery dates is disappointing enough, but failing to communicate with customers only adds to the frustration.

Based on my repeated experiences, I CANNOT recommend this company to others. My rating would be MINUS five stars if that were possible. Consistently late deliveries, poor communication, and inaccessible customer service make for an extremely poor customer experience.

I expect an immediate update on my order and an explanation as to why these recurring delays continue to happen

Bulbs came damaged. Plant was missing. Replacement delivered to wrong house and customer service not interested.

Raised a return request for damaged bulbs and missing plant and this took 2 weeks before they responded and that was only because I had to send another email chasing them. The tortoise substrate came unbranded and in plain delivery bags.

Customer service is the most awkward thing I have ever used to the point their own system blocks your reply to their emails and flags them as spam.

The whole process has taken about a month to sort and it still isn't sorted. Will be raising a chargeback with my bank.

The aqua inspire 40 cabinet is the worst to put together. The plastic connectors break very easy because there brittle. The construction is thin and splits very easily.

Ordered 3 fish all were wrong sizes and one came with ich/whitespot and has since died 2 days after delivery..

Dont buy in this website. Apart from deliveries are always delayed, the customer service is very hard to get in touch. They gave me a tracking number which is not working and even after couple of emails they will not respond. I ordered from their store, as per instruction standard delivery will take 2-3 days. Its been a week now and I have not received any tracking number or update from them yet.

The filter pump in my heavily stocked fish pond unexpectedly failed last Thursday morning. So needing a replacement pretty quickly, I ordered one from Swell UK and paid extra for next day delivery. They state that orders placed by 4pm would qualify for next day delivery. I placed my order before noon AND paid for express delivery to make doubly sure I'd get it by Friday. Well, I may have well saved my money because it didn't arrive until Saturday afternoon. Contacting their customer service department was a waste of time because they apparently don't have any at weekends. This afternoon (Monday) I received a reply to my email stating that according to their records my item has been delivered. YES, I KNOW! But didn't actually address the point of my complaint, which was that I paid for next day delivery AND I DIDN'T GET IT! The only saving grace was that the pump was a very good price compared with buying from my local aquarium store but beware, don't expect them to actually live up to their promise of next day delivery because you'll probably be disappointed, like me.

Purchased their Pond Vacuum sludge sucker recently. Was a bit dubious having never used one before. The product is AMAZING. It sucks sludge up from the pond bottom for 30 seconds then stops for 25 seconds, and repeats automatically. Sludge collects in the chamber and pumps out water via a large tube onto the garden. The pond water level reduced slightly but topped up with rainwater. Unit comes with a long collection hose and 4 rigid tubes, along with some attachments. (I used just the rigid tubes as so much sludge)Their service is great and I've bought more items since. Definitely recommend this supplier.

Brought 2 swell titan external filter aquarium up to 1200 litres all was going fine but one of the filter shut of valve come away from filter when contacting swell uk with my evidence did not want to no saying its wear and tear rubbish im still under warranty fell on deaf ear's if your thinking of buying from this shambles of a firm don't

Ordered a 57litre fish tank. Arrived on time opened the box and the bottom of the tank was smashed to pieces. The box holding the tank was packed with paper on all sides but no padding on the bottom. That makes sense doesn’t it !!!!!!!!

Ordered at 10am Thursday paid £3.95 for delivery they state ordered Thursday delivered Tuesday so not next day unless you pay express. Got in touch Tuesday as not heard anything. Your order has been despatched. Got email Wednesday saying out for delivery. Still nothing. So fed up ordered same stuff same price no delivery charges from another well known online shop yesterday. Arrived already……..never use Swell again.

TOOK 7 days to arrive

Very disappointing service – twice let down in an emergency

This is the second time Swell has let us down when we’ve needed urgent equipment for our reef tank.

The first time, our fish tank developed a leak and we urgently needed a replacement. The website stated delivery within two days, but no one contacted us to let us know there would be a delay. When they finally did get in touch, it was by email just before they closed for the day. By then, I had sourced the exact same tank elsewhere with a much quicker delivery time.

I asked Swell to cancel the entire order. While they cancelled the tank, they failed to cancel the dry goods (sand and a heater), despite my request. These were delivered late anyway, and returning them would have cost me money, so they ended up being a complete waste.

Unfortunately, we’ve had the same experience again this week. One of our wavemakers failed, and with a reef tank this is an emergency. Swell’s website advertised next-day delivery, but once again the order didn’t arrive and there was no communication whatsoever. After finally getting through to customer service today, I was told it wouldn’t be dispatched until Friday at the earliest, which simply isn’t acceptable when livestock depends on functioning equipment.

We’ve now had to order the replacement from Amazon Prime instead.

Based on our experiences, I wouldn’t rely on Swell for anything time-sensitive. If their website advertises next-day or emergency delivery, don’t assume it will happen, and don’t expect proactive communication if there are delays.

I purchased a pond hoover and what I thought to be two complete nets, it did state net head in the description but I didn’t notice this at the time. When the items arrived I realised my mistake and tried to order the poles however they all showed out of stock. I proceeded to contact the customer service team where I advised them of my mistake and asked when they would be again back in stock. I was informed they did not come with the poles (I already knew this and told them I made the mistake), I was also advised that they are indefinitely out of stock and therefore I could return them. I asked if any of the complete sets were available which I could order instead and again told them same. As I had already paid over £100 for my items and express delivery I asked whether they would be covering the return as a label wasn’t provided only to be told as it was an unwanted item it would be down to me to pay for the return postage! I replied and stated it wasn’t an unwanted item but a useless one to me if they cannot sell me a pole to fit it, only to be told again it is classed as unwanted. I have replied asking this to be escalated as I was not happy with their customer services and haven’t received a response. Luckily for me I contacted pond keeper and explained my situation and asked whether they had any poles which would fit, they were very helpful and provided me with two poles which fit perfectly. I should have gone to them in the first place.

Ordered pond treatment from website and paid in full on 01/07 expecting 3 day delivery. After 7 days called to find out where it was; no answer. Tried again the next day still no response after 1 hour on hold. Tried a 3rd time got an agent who then told me product was not due in until 14/07. So I asked for refund. The Agent said he would have to pass the refund request to a different dept but promised to email me copy of request. I have not received either. This is shoddy customer service bordering on Fraud.
This is Virgin Media levels of Customer service.
AVOID THIS COMPANY AT ALL COSTS!!!

Absolutely amazing service, cant recommend enough. Had an issue but was rectified immediately with customer service being superb. Definitely my go to for my reptile & aquarium needs. Thankyou Swell 5*

Very bad customer after service still not received my order will not use again

Swell has the worst customer service ever. Avoid at all costs. They sent me a pump for my new aquarium missing vital parts. It took almost two weeks and repeated emails to get them to even respond to my request for assistance. The promised replacement was never sent. Their customer service phones have been switched off, ostensibly because of high demand. This company does not have its act together.

It’s a month now with a useless tank, and no remedy is in sight.