Swell UK Ltd Bewertungen 

Appears there phone lines are always in staff training and take weeks to respond to an email, or if at all. I returned an item 5 weeks ago and I’m still awaiting a refund. I’ve now had to raise a dispute with PayPal. Worst service.

Waiting 7 weeks on a refund which was meant to take 5 days, they now can’t find the item, two weeks to respond to an email, won’t pick up the phones. Avoid these scammers at all costs

Absolutely the worst company to buy fish products from, how this company has not been closed down or investigated is beyond a joke. We bought a tank and stand last year in May 2025, even the delivery took longer than expected and trying to get in contact with anyone is non existent, they have no urgency to reply to emails or pick the phone up. We purchased a Juwel Lido 120L tank with the stand, the tank started leaking nearly 4 weeks ago, Swell took 2 days to respond to the email, they was more concerned about pictures being sent to them, then a member of their staff Luke had the cheek to say pictures do not warrant a leak,even though I was asked to send pictures, as Swell was taking so long to reply I had to purchase another tank to save my livestock, we had to try and fix the tank ourselves as this was going on for about 4 weeks and I was getting no where with them. Even known retailers said to avoid this company like the plague, AVOID!! They are only interested in taking your money.

Shocking service!

Ordered some sand and stone for my aquarium and paid for 'Next Day Delivery' before 1pm on Friday, expecting to arrive on Saturday as shown at checkout before I purchased. Got the order confirmation, but no dispatch notice. Chased over the weekend - nothing arrived. Finally got a response on Tuesday, saying they have received the order. Asked them to cancel it as I had already shopped elsewhere and no longer needed the items. Had no reply until Thursday, when they said they had finally dispatched the order (nearly a week later). But had refunded the next-day delivery charge. I said I want to cancel the order, and I had requested this earlier this week.

Horrible company, ordered something by accident emailed within 5 mins of placing the order for it to be cancelled next day got a response saying it’s already been dispatched I can refuse or return it for a full refund, the parcels then left on the street been stolen so I cannot return or refuse it, email communication is a joke over 40 emails back and forth, had to open a PayPal case and screenshot all the communication to get a full refund, if these guys were more local I would defo bang some heads of there desks absolutely furious with this incompetent company

Would give zero if I could ordered a 4ft vivarium in November came damaged wanted to keep it and was told I would receive replacement parts I am still waiting after a string of emails and phone calls and all the.promises of parts being ordered I still have nothing and desperate to get my snake into his bigger viv but cant as glass was broken. Customer service are nice enough but just keep telling you same thing and nothing resolved its been hurrendous

Ordered 2 small tanks, both turned up with chips in, one with only a small chip but the other needs returned, been waiting now for a week to my return request but nothing, called but can never get through, no response to emails, happy to take your money but useless at customer support, wouldn't take another swell product if it was free.

Update: after sending in a separate form from the website I got contacted 10 days after I first raised the issue, the form says the online returns are faster but the broken item form was what got the job done, new tank sent out and arived in good condition.

I've used Swell in the past for ordering live food and saw they had a deal on the fluval Roma 125 setup at Christmas so placed an order. The tank arrived at the start of January and I set up. Everything works fine except the light, it has never worked and I have been trying since the setup arrived to have the light replaced. I keep getting fobbed off asking if I've tried various different things which I have and it still doesn't work. I've also discovered they didn't send me the aquasky light that is meant to come with it. I have the Roma 200 from a different company and have never had any issues with the light. I've informed them that if a replacement isn't sent that I will be taking it further, 2 months down the line and still no replacement is beyond a joke. They've also deleted my account since I started complaining.

Poor customer service. Asked to return a terrarium as my daughter bought it and then shortly after had to stay in hospital for an extended time. She decided she would rather return the item and get a refund as she was limited in using it. However Swell wouldn't accept it back even though it had not been used and was in perfect condition as some of the packaging had been removed. Followed by a quite patronising suggestion to try selling it online, like it wouldnt have crossed our minds, but Swell could have made this easier for us at a very difficult time and they completely let us down. I have never had this kind of issue with any other retailer. Very disappointing and as a family we would never purchase anything from them again

Had multiple orders from this company amazing company and Luke who I spoke to on the phone was amazing and very helpful love your products to.

Recently acquired a red foot tortoise 5yrs old. SWELL have been outstanding!!! Great information. Amazing products .Outstanding delivery.
I wish everyone at Swell ..good fortune and to say thank you for everything you have done to give me the confidence to look after 'Winston' Knowing I can get great advice when needed is amazing.

Well here I am 5 weeks after originally ordering a pump and liner had to send pump back and ordered another one told refund could be up to 14 days well it’s now 26 days and communication is sparse phone doesn’t connect and we still haven’t got our refund even though we have sent them a picture off it in there warehouse won’t be using them again or recommend them

I ordered over the weekend and hadn't received a confirmation email, I panicked so emailed for confirmation & tried to call them but lines were closed until the Monday. Thankfully I received an email that morning with a confirmation (Monday) and the next day I had my order. I was sceptical because of the reviews I had read online (after I ordered) but apart from lack of communication I'm happy that I have received my order in time for my son's birthday. I've not set the tank up yet but so far so good

Not sure what all the fuss is about. Ordered a tank setup at a very reasonable price and all arrived next day no issues

Absolute shithouse of a company, they've messed up three orders on a row now. First one, charged me twice, second, sent the wrong stuff to me, third time, the package never arrived, tracking number doesn't even exist
Absolutely useless shower of bastards, avoid using them at all costs. I'd rather shit in my hands and clap than use them again.

Ordered a tank on a Wednesday. They sent email on friday saying it had been dispatched and would be with me the next Thursday. On the Tuesday they sent another email saying that they dont actually have the tank in stock and would not have it for another 2 weeks and said to contact them if this was okay or to start a refund. I phoned them at 9am, the time there phone lines open and was on hold for 2 hours. There automated robot mentions there is a huge delay in the dispatching and this message was recorded before Christmas. They can update there phonelines but not there website where the point of sales is made?? They never answered the phone. Emails. Or there customer support centre on there website. Others online mentioned contacting banks, so I opened a dispute with paypal to get my money back and surprise surprise I suddenly got an email back 30 minutes later saying they will issue the refund it will take a little while. So I responded 1 hour later saying im not closing the paypal dispute untill confirmation of money returned. Almost instantly after that I got an email from paypal saying they issued a refund. Do not use this company. They will do everything they can to avoid returning your money for as long as they can. I used linc aquatics who delivered my tank the very next day. No issues.

Purchased a fish tank. Arrived late damaged/ smashed after being delayed twice. Numerous contacts over a 3 month period. No replacement and have not issued a refund despite several requests. Very poor service

I placed an order. A delivery date was given for the order which never happened. A week later I had an email advising a new date. I replied within 12 hrs suggesting other dates in writing as per their request. No reply was given. The delivery attempt was made with zero contact or warning. I tried to email multiple times with no reply. An attempt was made again with zero contact. I spent an hour on the phone and asked for a refund. I was put on hold for ages whilst they discussed and was then asked for evidence of my email which I sent. I was then told I was to be charged for the failed delivery! Despite saying they could not confirm a date in writing for delivery they could confirm the charge and refund in writing! They were rude, obnoxious and seemingly committing fraud. The call came to end as “we close the lines at 530pm” despite keeping me on hold for most of it. I’m contacting trading standards. Do not purchase from this company. I have a pay by 3 with PayPal that I can’t stop and I fear I’ll be paying for an item I’ve asked for a refund for. If that comes to pass I’ll be reporting them for theft. I should add I’m also disabled with a degenerative, currently incurable and progressive brain disease with symptoms amplified by stress. This experience has knocked me for six

I have been trying to sort a damaged item under warranty and it would be easy and faster to send a pigeon, that I grew from an egg. Its painful! Come on guys..... 3-4 days for an email reply is unacceptable or sitting on hold for hlurs to speak to someone 🤔

Well where to start! First of all don’t make my mistake and do your research! Ordered a £600 aquarium. Did not have my colour in stock. I emailed and called to give alternative choices. Called multiple times and emailed and received nothing but very poor service. Finally came to the conclusion that I had to go elsewhere so requested a refund and guess what? No refund! Avoid at all costs! Now going through fraud case