Review Time
I am deeply disheartened by the inadequate customer service and lack of compliance with consumer laws from the company. I placed an order for live food before Christmas, yet I did not receive a tracking number. As a result, the package was left outside in the cold by the courier without any notification. By the time I collected it, the cold had ruined the order.
The courier has confirmed that the company needs to issue a refund to me and then reclaim the loss from them. However, the company is unwilling to respond. I have provided clear CCTV footage and photographic evidence showing the delivery conditions and the state of the goods, but their support team disregards this evidence and avoids addressing the issue to deny a refund. Under the relevant consumer rights legislation:
Risk in Delivery: The goods remain at the retailer's risk until they are in the consumer's possession. Leaving live food in freezing temperatures is a failure to deliver goods of satisfactory quality.
Fit for Purpose: The goods arrived dead and damaged, making them unfit for the intended use. By accepting payment and refusing to address a failed delivery, the company is in breach of contract. I strongly urge them to review the evidence provided and process the refund without delay.
I received some damaged goods, which i requested to return after a while they approved the return, However, i has to pay for the return postage which they are now refusing to refund back to me. they offered no other means of returning the damaged item like a pre-paid label
This was my first time ordering from Swell Reptiles, and sadly it will be my last. I placed an order on Friday, but that night my tortoise became critically ill and had to be rushed to the vet. She now has a feeding tube in her neck and may not survive. It has been a deeply upsetting and stressful time.I contacted Swell early on Saturday morning, just hours after placing the order, to ask for it to be cancelled. I explained the situation and used the online form, as their website advised this was the fastest way to get help.I also tried calling several times throughout the week but was either cut off or left on hold for long periods with no response. I even tried emailing, but the message bounced back saying their mailbox was full.Despite all of this, I received my order today. It is incredibly frustrating and upsetting. I did everything I could to cancel the order in time. I did not want to receive items I may never be able to use, and now it feels like I have just been ignored.I understand that businesses can be busy. However, this experience has left me feeling helpless and very let down at a difficult time. They urgently need a more reliable cancellation system that works even when they are under pressure. I tried to support a specialist retailer directly, but it seems Amazon Prime is the only dependable option.I cannot recommend Swell Reptiles to anyone based on this experience.
Avoid this company!I ordered 15 rats (10 small, 5 small/medium size) on 25th May. The 5 rats turned up, but not the 10 small. Contacted swell reptiles who said they'll contact the breeder and offered me £10 off my next order. I received 10 mouldy rats and have contacted swell with a picture. They said the breeders still don't have any rats in so I have to wait for the new order, and that the mouldy rats must of been a late delivery (left in the driver's van from Thursday to Monday in 26 celcius temperature).Contacted swell again 14th June still waiting for the rats. They said they'll contact the breeders and will have them sent out. Still nothing.Rang up on 18th June, and now they arguing they sent out the rats (talking about the mouldy rats, which I had to explain that's impossible as I was told the breeders didn't have any to send out, and I was given £10 voucher for a good will gesture). Now I asked for a refund as I'm not waiting any longer and I'll go to the local pet shop as might be expensive, but at least they're honest to tell me what's going on, and now swell reptiles are refusing to give me my refund!Contacted solicitor and C.A.B to take legal action.Avoid at all cost unless you like to be on the phone for hours arguing.
This company should be reported. still waiting for an outcome to a problem with an fish tank led light. That is not working as per there instructions.I have been emailing for over a month and not getting anywhere. I am now trying to phone them for over an hour and no one picks up the phone.AVOID THIS COMPANY!
DO NOT USE ABSOLUTE CON ARTISTS!! Fist the viv i purchased came lightly damaged , i over looked this at the time as was small, then i made the mistake of buying the T5pro light from them which came faulty ! I sent this back to them within 2 weeks its now been nearly a month and theyve done nothing but make excuses absolutely shite response rate from customer service , rude and unhelpful like that cant be bothered. If you want to use them i hope you enjoy being ripped off spoken to like shit and genuinely waste your money thats what
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