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.
Claim your business profile now and gain access to all features and respond to customer reviews.
