Review Time
Purchased a fish tank. Arrived late damaged/ smashed after being delayed twice. Numerous contacts over a 3 month period. No replacement and have not issued a refund despite several requests. Very poor service
‼️packaging was appalling for a fragile glass product which could have easily got damaged as there is nothjng to cushion the bottom glass panel which all the weight goes on. Avoid purchasing any of their own brand tanks as i purchased one that is made in china and the glass panels did not come sealed properly with the sealant not closing off gaps properly which could cause future leaks.
I reached out to the service twice on social media. The first message was about my delivery since I paid extra for next-day shipping, but I only received a dispatch email on the day it was supposed to arrive. My second message was regarding a faulty item I received (a UVB bulb). They took until the next day to read my messages and did not respond at all. What kind of customer service is this? While their shop offers great products for reptiles and aquatics, the support is severely lacking. If you plan to order from them, avoid next-day delivery as it likely won't arrive on time. I've seen others report similar issues with this company. I will be switching to a different seller from now on.
I received a delivery that included three tubs of water additives and a few other items. When the large box arrived, I found that two of the smaller tubs had burst open, spilling their contents all over my hallway carpet. There was no internal protection or packaging to prevent movement, which led to the tubs breaking and the lids coming off. I took photos and disposed of the damaged items and the box, as the mess was extensive. The company has sent three emails trying to avoid responsibility, with the latest offering only a 10% refund instead of a full refund for the damaged products. I have firmly declined this offer and plan to request a chargeback through my card provider.
I spent £22, which included £10 for delivery of frozen reptile food. It was promised for next day delivery but took 5 days, and by then, the food was unusable. When I reached out for assistance, I was told they 'needed pictures,' but I had already thrown the food away. They couldn't offer any help, leaving me with a loss of £22. It seems I'm not the only one with complaints. I won't be using this service again.
I am quite disappointed with the experience so far. I ordered a new aquarium set on 27th November, expecting a 4-day free delivery. I received an automated confirmation of my order placement. On 28th November, I got an email indicating that the order was coming directly from the manufacturer, but there were no tracking details provided. After sending a follow-up email on 2nd December, I received a response on 3rd December stating that an issue had been raised with the manufacturer and to allow 48 hours for investigation. I followed up again on 5th December but have yet to receive any response. Overall, I am not impressed and would not recommend this service to anyone due to their poor processes and communication.
One Star! My experience with this service has been horrendous. I ordered £700 worth of pond equipment on the 10th of October and have received nothing. They were quick to take my payment, but without my inquiries, I would have received zero updates. I strongly advise against using this unreliable service and suggest looking for alternatives.
ABSOLUTELY DISASTROUS! Dealing with this service has been a nightmare. I placed an order for £700 worth of pond equipment on the 10th of October and still haven't received anything. They were quick to take my payment, but the lack of updates has been appalling. If I hadn't reached out to check on my order, I would be completely in the dark. I would never use this unreliable service again and strongly recommend that others look for alternatives.
I ordered essential lighting for my reptile on the 30th, opting for next-day delivery. However, my items were not dispatched until the 2nd, and still, on the 5th, there was no sign of my parcel. Attempts to contact them resulted in voicemail, with excuses about technical issues or being overwhelmed by complaints. I suggest avoiding this service!
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Swell UK are the UK's leading retailer of Aquarium and Pond Products.
The pond range includes pond pumps, pond filters, pond liners, fish food, pond treatments and more for every range of pond whether you have a small feature pond or a large koi carp pond.
Our aquariums cater for all the fishkeeper's needs from fish tanks, pumps and lighting to treatments and aquarium decor.See more
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