Swell UK Ltd Reviews 

Starting to feel scammed, aquarium turned up without filter, and yes it should have had one with it. No answer from Swell themselves, ignored, scammed I'm fuming.

The built-in filter pump is so bad had to unplug it and go and buy an external filter. The lighting gets so hot you have to turn it off. This company is so bad that they will not reply to emails. I spent £450 on a new setup its rubbish, costing me money all the time, don't buy from them

Ordered a Pond Vacuum cleaner in the autumn . Unpacked and checked order was complete, ok
Went to use it in April and motor not working . Provided video evidence as requested , had to follow up and establish I had to return the whole item . Several emails later despite the will “resond in two days as overwhelmed” it took a month for a response . Sorry it’s over 6 months old so no refund but will replace , only 14 days over 6 months . Then offered 10% discount on next order . No way never. I would avoid them like the plague

Bought a new expensive filter which in just a week blew the electrics in the house. Water had got into it. After contacting customer service I had to video the strip down so they could see the problem. After weeks of having been promised spare parts to repair it myself, I received nothing, so I demanded a refund and they stopped responding. Second item I bought has also failed. Terrible service avoid at all costs.

I bought a product it came broken and I’ve requested a refund and it’s been over a week with no reply , and I’ve tried calling and no one picks up.
Will be going amazon next time

The item took the best part of two weeks to arrive after ordering, and when it did arrive, it was damaged and very poorly packed.

In fairness, Swell did offer a 20% discount, but the damage caused the item to wobble, which made it unsuitable and frustrating to use.

I returned the item, but it then took over a week just to receive the returns label. Once it was sent back, I asked for the replacement to be returned on a next-day service, as the delay was holding up completion of a project. Despite assurances, nothing arrived, and I am still waiting.

Swell appear to offer a good product, but sadly the execution, packaging, returns process and communication have been very poor.

Pretty disappointing overall.

They do not answer the telephone you get a recorded message saying that they are experiencing delivery issues which is the same message that they had in March. I ordered an air pump and 30m of tubing on Thursday and paid for next day delivery. The pump was delivered on Saturday but no tubing which means I cant use the pump!!! I have tried telephoning cant get through, I tried emailing and did get a reply saying they would contact me in 48 hrs - they haven't! they are a nightmare

Awful, wish I had looked at reviews now.
I ordered a few items with next day delivery, 4 days later still waiting for items.
I’ve contacted them twice via email and still waiting for a response.
I’m not to concerned about the items being late to arrive it’s the fact that communication from them is rubbish.

Just be careful what your order and have delivered, I've have done 2 orders now, and both have been not straightforward to say the least.
Latest delivery consists of 3 acrylic boxes, one of which arrived damaged.
After putting in a submission on there website then having to wait days for a reply, to then replying with pictures etc, I've had a reply today offering 10% discount for the damage! I'm pretty sure when people purchase things new they expect new!
This is just a joke, previous order had to be returned as it was not fit for purpose and that took a while to sort also. So be warned, if/when it goes wrong there process takes ages. I'll just stick to my local shop from now on, as ordering from here is not worth the hassle to be honest. All I wanted was some new boxes for my tarantulas 🤷

Bough a media reactor ,and the sent me the wrong one, not too big of an issue and was corrected within 10 days , then a couple of weeks later the pump that came with said reactor broke so I contacted them they asked for me to send them the pump to them . They told me the pump was faulty and a new one would be issued , this is where it all went pear shaped ! The communication is dire at the best of times and after weeks of chasing I got a delivery slot allocated that just stayed at (waiting for sender ) . The status never changed and the communication completly stopped . My advise would be avoid this place , it’s not what it use to be .

Recently ordered some decorative items for a new fish tank, and it's surroundings.

On arrival two of the artificial rock decorations were broken, and I appreciate that things happen in transit. However there was glue residue on the areas where they had fractured, clearly these broke before dispatch and a very crude and poor attempt was made to repair them and then still sent out....

Contact the customer support, via their own website and uploaded photos as prompted.

1 week later I received a reply asking for photos detailing the damage....

Replied with the photos again, highlighting that I could see them in the original service enquiry, and unsure why they couldn't.

1 week later I received an email saying that for the inconvenience they would refund me 10% of my order. I accepted this.

1 week later no further communication so emailed again, the same day I received a refund for £1.20. This wasn't 10% of my order, re read the email and to be fair on their side, they specified it would be for the item not the order total.

My own fault for skim reading, however the two items totalled £13-14 and £1.20 wouldn't even buy the right glue to fix them, and as I thought they were going to refund the amount for the items (10% of the order was about the same as the two items combined) I threw them away because they were no use and I planned to get more but elsewhere.

I raised this same point with the customer service agent I spoke with and how £1.20 back off my purchased for two ruined items was pathetic.. no reply.

DO NOT USE THIS COMPANY ABSOLUTE SHAMBLES!!!!

I received zero order confirmation and the online portal said my payments didn’t go through. The money still hasn’t come back to my account, and the order turned up anyway after I used a different retailer for convenience. Customer services are not responding to any of my emails, and you can never get through on the phone. I’m down £180 for £90 worth of products that I can’t even use anymore. I am incredibly disappointed.

Purchased a new tank online and received it around 5 days after. After 2 weeks when I done a water change water started coming out the bottom, I had a leak. I urgently went to my local shop and bought a new one as I couldn’t chance the tank collapsing. I wrote to swell requesting a credit and cannot get an answer. Very bad after service.

Over the years I've used swell many times. Never again. I had a faulty item that I reported on the 25th of April and I got a return label after phoning because I had no response. It was sent back on the 30th of April and again I've had no response. So not only am I out of pocket but I no longer have the item. They do not respond to messages. Just avoid this company. The return code is RMA #100015969 this is for swell just in case somebody from customer services actually reads any of these.

Excellent service from Nathan and the dispatch team at Swell, would recommend and will be using their services again. Many thanks. Lee

Dishonest. Still waiting for my delivery. They state 2-3 business days, but so far been waiting 7 business days. They tell me it is in progress, but their web site now says the item is out of stock, so that is obviously the real reason.

How I wish I had visited trust pilot before using this company. Happy to take your money but no indication of when you will get your delivery no tracking information at all. Customer service is non existent- I would avoid like the plague. Spent days chasing an order that turned up late and on a random day despite them insisting the courier would contact me.

I ordered a floating pond raft kit on delivery they had sent the wrong item. customer services promised a replacement and since that time no replies to my emails and no replacement

I purchased a large tank from Swell UK and it was delivered on the agreed date. Communication could be improved in general as it takes 48 hours for them to get back to you and phone lines are often busy.
I have also made purchases from the shops they have on online marketplaces and all orders were received fast. No issues. For the best prices in aquatics one has to shop around; sometimes Swell UK offers the best deal and other times they don't. It happens with every retailer.

I bought an axolotyl from Swell uk, fantastic service, I would recommend to everyone