Swell UK Ltd (www.swelluk.com) has a 1.5 out of 5 rating on OK.one, based on 63 user reviews collected here. It is listed under Animals & Pets and its reputation is poor. 83% of reviews are 1 star, a relatively high share; The business has replied to 25% of negative reviews. Last updated 2026-08-10.
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.
Dealt with Luke very helpful and now praying for a quick delivery!
Hi, Thank you for taking the time to leave a review. We're delighted to hear that Luke was able to assist you and provide a helpful experience. We'll be sure to pass your kind comments on to him. We appreciate your order and hope your delivery arrives promptly and meets your expectations. Kind regards, Customer Service Team
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.
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.
Hi, Thank you for taking the time to leave a review. We're delighted to hear that Luke was able to help amend your order quickly and efficiently. It's great to know that his professional approach and knowledge made the process straightforward and hassle-free for you. We'll be sure to pass your kind feedback on to Luke, who will be pleased to hear of the positive impact he made. Thank you for choosing Swell, and we hope you enjoy the rest of your shopping experience with us. Kind regards, Customer Service Team
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
Thank you for your feedback. We're sorry to hear that you received the wrong items instead of the fish you ordered. We understand how disappointing and frustrating this must have been, particularly after waiting for a livestock delivery. Unfortunately, at the time of your order we experienced a technical issue which resulted in a small number of orders being despatched incorrectly. We sincerely apologise that your order was affected by this issue. We appreciate that receiving items you did not order is unacceptable and regret the inconvenience this caused, especially over a weekend when it may have been more difficult to get assistance. Please be advised that we are rectifying this issue and you will receive the correct order. Kind regards, Customer Service Team
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!!
Hi, Thank you for your feedback. We're pleased to hear that you've been happy with your Swell pond pump over the last five years and that the replacement impeller you received was the correct item. We also appreciate your comments regarding our website and delivery expectations. We understand how frustrating it can be when delivery times do not align with what you anticipated, especially when an expedited delivery option has been selected. It's great to hear that our team was able to help clarify the product information before you ordered, and we'll be sure to pass on your kind comments. Thank you for taking the time to share your experience and feedback. We value comments such as yours as they help us identify areas where we can improve. Kind regards, Customer Service Team
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
Thank you for your feedback. We're very sorry to read about your experience and the loss of your fish. We appreciate how distressing and upsetting this must have been, particularly after the time, effort and care invested in maintaining your pond over many years. We understand your concerns regarding the pump and the circumstances that led to the loss of water flow. The impact described in your review is significant, and we recognise the devastation this situation has caused. Product quality and reliability are extremely important to us, and we take reports of this nature seriously. We regret that this experience has left you with such a negative impression. If you have not already done so, please contact our customer service team with details of the pump. If you have photographs, our team can advise on the best way to submit them, as images are often required to help us assess and diagnose potential product faults. Kind regards, Customer Service Team
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!
Thank you for your feedback. We're sorry to hear that you were disappointed with your experience. We understand how frustrating it can be when an order does not progress as expected, particularly when an expedited delivery service has been selected. We appreciate that discovering the item had been returned and then having to spend additional time contacting our customer service team would have been frustrating. We also understand your concern regarding the lack of email confirmation following your refund request. We regret that your experience has left you with a negative impression of our service and apologise for any inconvenience caused. If you have not yet received your refund or require any further assistance, please contact our customer service team again and they will be happy to review the status of your case. Kind regards, Customer Service Team
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.
Thank you for your feedback. We're sorry to hear that you were dissatisfied with your experience. We understand how important it is for orders to arrive on time, particularly when they are required for a project and an express delivery service has been selected. We appreciate how frustrating it would have been to encounter issues with the delivery, including parcels being redirected and difficulties obtaining the information needed to access them. We also understand your disappointment regarding the communication and support you received while trying to resolve the matter. We regret that this experience did not meet your expectations and apologise for the inconvenience caused. If any aspect of this issue remains unresolved, we would encourage you to contact our customer service team again so that the current status can be reviewed and any outstanding concerns addressed. Kind regards, Customer Service Team
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.
Thank you for your feedback. We're sorry to hear that your order did not arrive within the expected next day delivery timeframe. We understand how disappointing this can be, particularly when an expedited delivery service has been selected. We appreciate your comments regarding the lack of acknowledgement and communication surrounding the delay. Clear and timely updates are important, and we're sorry that your experience did not meet expectations. We're pleased to hear that you were happy with the item itself, but regret that the delivery experience detracted from your overall satisfaction. Thank you for taking the time to share your experience. Kind regards, Customer Service Team
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.
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
Thank you for your feedback. We're sorry to hear that you were disappointed with your order. We understand how frustrating it must have been to experience delivery delays, receive items in poor condition, and find that some products were missing altogether. We appreciate your concerns regarding the packaging and the condition of the items that arrived. Receiving damaged or incomplete orders is never the experience we want for our customers. We also understand your disappointment with the customer service experience, particularly after providing the requested information and feeling that your concerns were not followed up as expected. If any aspect of this matter remains unresolved, we would encourage you to contact our customer service team again so that the current status can be reviewed and any outstanding issues addressed. Kind regards, Customer Service Team
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.
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
Thank you for your feedback. We're sorry to hear that your order did not arrive within the expected timeframe and that you were left without any updates regarding the delay. We understand how frustrating it is when a delivery date is missed, particularly when you have relied on the information provided at checkout. We also apologise for the difficulties you experienced when trying to contact our customer service team. We appreciate that a lack of communication can add to the disappointment when an order does not arrive as expected. We're especially sorry to learn that this was not your first experience of delivery delays. We understand your frustration and regret that we did not provide the level of service you expected. If this matter has not yet been resolved, please contact our customer service team again so that we can review the status of your order and assist further. Thank you for taking the time to share your experience. We value all feedback and use it to help identify areas where we can improve our service. Kind regards, Customer Service Team
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
Thank you for your feedback. We're sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when you order an item urgently and it is not dispatched within the timeframe advertised. We appreciate that delivery times are an important factor when placing an order, particularly when a replacement is needed for essential equipment. We also understand your disappointment that the item had not been dispatched after the expected period had passed. We're sorry that this experience caused you to lose confidence in our service, and we apologise for any inconvenience and frustration caused. If this matter has not yet been resolved, we would encourage you to contact our customer service team again so that your order can be reviewed and any outstanding issues addressed. Kind regards, Customer Service Team
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 🤦🏼♂️
Thank you for your feedback. We're sorry to hear that you remain unhappy with the outcome of your order and appreciate how frustrating this situation must be. We understand your concerns regarding the length of time involved and the lack of updates you feel you have received. We also appreciate that waiting for a resolution can be disappointing, particularly when expectations have not been met. Our team aims to assist all customers as quickly as possible, and we regret that this has not been your experience. If this matter is still outstanding, we would encourage you to contact our customer service team again so that the current status of your case can be reviewed and any available options discussed with you. Kind regards, Customer Service Team
Ordered 3 fish all were wrong sizes and one came with ich/whitespot and has since died 2 days after delivery..
Thank you for your feedback. We're very sorry to hear that you were disappointed with your order. Receiving fish that were not the expected size is frustrating, and we understand your concern regarding the health of one of the fish on arrival. We take the welfare of our livestock extremely seriously and aim to ensure all fish are carefully checked before dispatch. We're sorry to hear that one of the fish subsequently developed symptoms of illness and did not survive. We apologise for the disappointment and inconvenience caused. Feedback such as yours is important and helps us review our processes to ensure we continue to provide the best possible service and quality. Kind regards, Customer Service Team
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.
We're sorry to hear that you were disappointed with the Aqua Inspire 40 cabinet. We understand how frustrating it can be when a product is difficult to assemble, particularly if components are damaged during the process. We regret that you experienced issues with the plastic connectors and found the cabinet construction to be less robust than expected. This is not the experience we want our customers to have, and we appreciate you taking the time to share your comments. We apologise for the frustration and disappointment caused and will ensure your feedback is passed on to the relevant team for review.
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.
Thank you for your feedback. We're very sorry to hear about the issues you experienced with your order. Receiving damaged items, missing products, and then encountering further problems with the resolution process is understandably frustrating. We apologise for the delays in responding to your return request and for the inconvenience caused by the replacement delivery not reaching the correct address. We also regret that our customer service and communication processes did not meet your expectations. We understand that having an issue remain unresolved for an extended period can be extremely disappointing, and we're sorry that your experience has left you feeling let down. If this matter remains unresolved, we would encourage you to contact our customer service team again so that we can review the current status of your case and work towards a resolution. Thank you for taking the time to share your feedback. Comments such as yours help highlight areas where improvements are needed across both our service and fulfilment processes.
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.
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