Leon in Customer Service…
The person I spoke to in customer service on the phone today named Leon could not have been more polite or helpful, he listened to my problem and did all in his power to assist me.
About Swell UK LTD
Data updated- Website
- www.swellpets.co.uk
- Category
- Animals & Pets
- Location
- United States · Hyde
- Status
- Unclaimed
- Last 12 months
- 5 reviews
- Replies to negative
- 7% (2/29)
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Is Swell UK LTD legit?
Swell UK LTD (www.swellpets.co.uk) has a 3.1 out of 5 rating on OK.one, based on 62 user reviews collected here. It is listed under Animals & Pets and its reputation is mixed. Opinions are polarized: 52% rate it 4 stars or higher while 40% give 1 star; The business has replied to 7% of negative reviews; 5 of them were added in the last 12 months. Last updated 2026-08-10.
What people say
Excelent service
⭐⭐⭐⭐⭐ I've had an excellent experience with Swell from start to finish. Communication was clear throughout the process, the delivery was well coordinated with the specialist live fish courier, and everything arrived exactly when expected. The ricefish were exactly as described, healthy, active and in excellent condition. After being released into my raised fish pond/large planter, which had been set up just two weeks earlier, they immediately began feeding on mosquito larvae. It was impressive to see how quickly they settled in and behaved naturally. They are extremely active surface feeders, constantly exploring the pond and hunting tiny insects and other live food. They're fascinating to watch, and their graceful movements are incredibly calming. Swell offers great products, excellent customer service and a seamless buying experience. I've been so impressed that I've already placed a second order and wouldn't hesitate to recommend them.
Ordered with no confirmation email
Ordered with no confirmation email. Due to arrive Friday. Not arrived - no email - no contact. Spent £30.86 and haven’t heard a single thing.
Terrible communication and hours on hold waiting
I have had nothing but trouble with them. I ordered a vivarium and paid next day delivery - 3 weeks later it still hadn't arrived. I had been emailing and calling throughout this time, but was just told due to the Christmas rush things were taking longer. Eventually they told me it had been lost and sent out a replacement. Once received I wasn't happy with the quality so asked to return, which is within my rights. It took them over a week to forward me the relevant info to be able to return (after 3 calls and 2 emails). They received the return within 2 days, and I luckily had proof of this, but then it took them over 4 weeks to refund me, after many many phone calls, emails, promises to call back etc. I've spent literally hours on hold to this company, so much time wasted.
Gone downhill unfortunately
This company used to be my go to for everything, equipment & live foods, but recently a massive increase in pricing with a massive decrease in customer service has forced me to go elsewhere. Not quite sure how/when exactly this started but it's a real shame.
avoid
don’t pay for next day delivery takes a week to arrive no one answers emails when you contact them through instragram they say they have replied avoid this company they have gone down hill
Diabolical
I purchased a pump in April. It failed in early June. I contacted Swell via email on the 15th June. I received the automated response stating that they would be in touch within 48 hours. Had not heard anything all week. I decided to call, in a queue for 20 mins, finally got through to someone, started talking and they cut me off. Tried to message them on face book messenger, but that is not monitored by customers service. Do not waste you time and effort with this company!
Brilliant Service
I had great support from a member of staff named Nathan, who went above and beyond to support me with my issue and resolve it in the best way he could. Would 100% recommend this company and their customer service.
Don’t go there!
If I could give 0 I would ! I purchased a UV lamp in March and it was not working properly. I returned and they eventually returned it, supposedly all in working order. I could not try it out as they had not returned the lead. I had a speedy return of the lead but the product now does not work at all! They have jammed the bulb in which was the original issue (becoming unloose) so I cannot even test if it the bulb. I have asked again for I refund which I requested initially . Don’t seem to be forthcoming wi5 refunding faulty goods! Would not use this company again!
Extremely poor customer service and totally inadequate complaint handling procedure.
Ordered a pond pump which was required urgently and so paid for Express Next Day Delivery. The item did not arrive next day and so I contacted Swell. Their follow up customer service was extremely poor and I ended up raising a formal complaint. I had to chase a response several times as they failed to respond to the points I had raised. Eventually they refunded the express delivery fee which to my mind was WHOLLY INADEQUATE in view of their failure to ensure next day delivery, the considerable inconvenience caused in responding to my query and very poor & inadequate complaint handling process. They also promised in several of their emails to contact me directly to discuss the complaint however, over 4 weeks later this has still not happened ! !
Cheaper than pet shops ideal for bulk…
Cheaper than pet shops ideal for bulk buying. Fast delivery. Well pleased Love Swell Pets and the offers they do on Arden Grange
all fish died because of stress and…
all fish died because of stress and disease, avoid they are con artists, will never use again. cruelty to animals. do not trust avoid will cost you lots of money
Poor customer service poor products
Purchased live locust they arrived an a few was dead however after only 2 days the rest of them died contacted swell pets via there online form which states they will get back to me within 24 hours it's now 5 days later and still no response really poor. It's now almost 2 months and they have asked for my proof of purchase or they won't recognise my feedback. Find this hilarious as they have yet to reply to any of my "hello" emails of which they have a dedicated team to answer all emails.
Have used Swell Pets on several…
Have used Swell Pets on several occasions. Great prices and lovely helpful staff very good service can't recommend enough!
Very poor service
Very poor service. I ordered a pond liner on the 24th August. I was informed that it had been despatched on the 26th August. Today the 6th September, it has still not arrived. The tracking number from Yodel says that they have not yet received it. Multiple e-mails and phone calls later, precisely nothing has happened. Really not an easy company to deal with, and almost impossible to get any sort of response.
Utterly dreadful customer service
Utterly dreadful customer service. Avoid avoid avoid. Another wrong delivery of dog food and the customer service is obstructive. A week after delivery and multiple messages (seems to be the only way to contact them) and I'm still waiting for them to correct their mistake. I'd rather pay more elsewhere than remain a customer of Swell.
Customer Service Non-Existant
Sadly I can only advise that buyers choose a seller with a better customer service function. It's all smiles and efficient on the advertising but it's impossible to get them by telephone. I had/have an item in the middle of it's guarantee period which has failed. One can only return on the website so a return was requested; Swell asked a question which amounted to "are you sure it's failed?" which was answered same day in full. It's now (July 1st) and the thick end of two weeks later and there's been no response either on site, via email or (attempted) three telephone calls. Once it is authorised it will take a further week or so for them to "check it by their technicians" - meanwhile the fish are struggling. Terrible service, I suggest you buy elsewhere, I know I will.
Just love this company
Just love this company, fantastic delivery service, and great selection of pet item. Would recommend Swell Pets to friends and family it was also one of the only places that actually had the brand I wanted at a reasonable price.
Don’t order from this so called company
Do not order from this joke of a company! Disgusting service. I ordered dog food after waiting for delivery I heard nothing. I was getting worried as we’re going on holiday and ordered in plenty of time . So I rang today to see what was happening with my order. Silence!!!!! Then to be told sorry it’s out of stock. So why wasn’t I informed…. I know so you can keep our hard earned cash in your bank account. Sorry but no way to run a business. Be WARNED don’t order from this cowboy outfit.
Absolutely joke company and tell lies
Absolutely joke company 2nd order paid next day £6:99 this now Thursday no dog food In January done same thing I spent £200 at pets at home So my dogs can have food And when asked to be compensated Given dog biscuits as sorry No that won’t work again Been using this company for 2 years since fetch changed owners Will not shopping here for my Food There is no next day even when u order they showing next day 9pm Some lady called Hannah said she supervisor and said warehouse issues not my issues 2nd cost me more money And won’t even give that money back. So go elsewhere Update had email from hananab With tracker saying we sent this out and with yodel an tracker Only to find out it’s not even been processed or left swell and I have yodel App which say any parcel would come up Dnt ever use this morons again fetch is more money but not worth wasting 5 days of waiting at home