Company Details

First time using this online store - urgently needed some ceramic heat emitters, which they appeared to have in stock, so ordered 4, before the 2pm cut off for the same day shipping advertised on their site. Also paid the extra £5.95 for next day delivery. Money was taken from my account, no order confirmation received (in fact, no contact whatsoever). The next day came and went, no delivery. Called the number on the website, only an answerphone, left message, no callback. Second day post ordering came and went, still no delivery. Still only able to leave a message on their answerphone, with no callback. Sent a message through their website asking what was going on, got no response. Now on third day post-order, and have received no response to my phone message, enquiry through website, nor email - I have now requested a full refund which, if not received by end of business today, will force me to contact my bank's fraud department for reimbursement, and leave the bank to fight it out with the supplier (of course, I have also not received a response to this email either). Classic case of buyer beware - due to time pressures, I did not check the reviews of this place prior to ordering, and sadly have subsequently seen that others have had a very similar experience (or worse) to me. Order at your peril; there are far better, efficient and professional alternative suppliers out there. Edit: 1 week after ordering, refund received - 9 days after ordering, first communication received from vendor stating refund had been processed. Avoid like the plague!

Their website has a 5* Trust Pilot image on it, what a joke. Paid £6 extra for next day delivery but nothing arrived. No answer on the phone, just voicemail so I had to politely chase via email. Received an email the next day. No apology nothing just ‘you didn’t pay for Saturday delivery’. Someone needs lessons in customer service. Then to top it all a few days pass and I get a refund from PayPal. No information, no email explaining why, no contact, nothing. I still don’t know why. I emailed to ask if there was a problem as again I couldn’t get through on the phone but surprise surprise, no response. I wouldn’t trust these incompetents to run a bath. There are so many better companies out there, don’t use this one. Edit - 5/7/23 If you read the response from the company, you’ll understand what I’m talking about. Couldn’t be bothered to tell me anything until I complain on here and looking through the rest of the reviews they make a habit of just cancelling and not telling customers why. Awful company.

Ordered some items for our daughter to set-up a new viv fro her new lizard and some new thermometers for other vivs- 1) - Thermometers were missing; 2) T5 UV tube came broken (smashed) 3) wrong T5 controller was delivered Contacted them via their online "contact us" and via email - but no response. Had to open a dispute via paypal - still no response from them. I don't want a refund - I want what i ordered.

I ordered an f10 disinfectant refill and 2x lucky reptile wire mesh basking lamp covers (as spares) as the website stated in stock and allowed the purchase. The parcel arrived but just the f10 the enclosed packing note stated both items so I emailed to advise that the mesh were missing the eventual email reply was "the mesh are out of stock do you want the bigger size" ha ha what is the point of that because they wouldn't fit but more importantly I was NEVER informed that the items were out of stock and I had to do all the groundwork and ask for a refund he doesn't know the meaning of the word "service'

I don’t usually write reviews but I was very tentative buying from this company due to these trust pilot reviews. A Mistking starter system for 75% of retail price was just too good an offer to not give a go. I ordered and it arrived next day as stated and in perfect condition. The delivery service even gave live updates. I can’t speak for anyone else’s experience but I’d say they’re definitely worth a punt if you’re unsure.

I bought Spanish Moss and when it arrived it looked rather dry and dead. I attempted to revive it but no joy - I do have other Spanish Moss so I am accustomed to keeping it - so I asked for a refund. The advice was that it had been shipped dried, and would revive. It didn't, and I have now thrown it away so a complete waste of money. I appreciate that it was maybe sold as being for backgound for a reptile tank so maybe I'm being a bit unfair in expecting it to be thing of beauty in its own right, but my review is fair and should be considered by anyone thinking that this plant will look good dangling around the home.

I got no idea what the hell they are doing. I ordered some White Python Ceramic holders that still to date show in stock on their website. I ordered them with Next Day delivery as I required them urgently. Last night I receive an email from APC (courier) about the delivery so I thought I was lucky given the current reviews. Today no delivery. I rang APC and asked what happens and they told me they have not actually received the item and that ORS merely created the consignment. I checked my email and found a CREDIT NOTE in my inbox (by coincidence dated pretty much half an hour before I rang APC) with 0 information or communication as to what happened. So yay - I got my money back but still, I would have preferred the item as I counted on it. Despite showing in stock and offering next day delivery - it appears they do 'Drop Shipping' - so likely order from Supplier once you order online and I know for a fact that White Python has currently stock issues which is why you cannot get it anywhere. Should have guessed the 'in stock' message online is just a joke. Never again. PS: Of course no one picks up the phone there. As expected based on previous reviews.

Placed an order and had no confirmation/order emails, no big deal I thought as long as the items turn up, I can sort that later. Several days after placing the order I received a paypal notification to say I had been refunded for my order. No contact still AT ALL from Online Reptile Shop to say why. Nada, nothing. Will not use this joke of a company again.

great service - although their SPAM filter is a bit to sensitive. Ordered a T5PRO kit Desert and got the Dragon one, called them and within 2 days the right bulb was delivered. Top notch.

Brought vivarium it came damaged, been in contact with them and its been over a week and still not received a replacement, has to open dispute with bank for money back. Please shop elsewhere ie, swell reptiles, Internet reptile. There is only one supplier in the UK so they all use the same

Ordered a dimming thermostat from this company via Amazon. It arrived a day later than the estimated delivery date, not the first time this has happened with something I've ordered from them, i really should have known better. As i needed the item urgently, i bought one locally and requested a return of the one ordered from them. I sent the item back using the prepaid label for 48 hr guaranteed delivery via Royal Mail on the 17th of May and have yet to receive a refund. I won't be using them again and would advise others to do the same.

I placed an order few days ago and i have received my new bearded dragon enclosure after 2 days and i was very excited to setup the new enclosure i empty kit was in vivarium and was exactly what i needed for a proper bearded dragon setup! For that i thank you very much you have made my day happiest BUT i know that is not your fold that the vivarium arrived at my place damaged ( the delivery driver have ignored the fact on the package was written Fragile and handled the package very aggressively) and the glass panel from the back was broken. As i said is not your fold that my new bearded dragon enclosure received was damaged! Overall as costumer service you deserve more then 5* and i am hopping that you will be not angry with me and if i was offended you i apologise. And in the end i have find the best online shopping for reptiles and i know exactly where to order what i needed for my bearded dragon because the price is affordable for everyone!

Great quality livefood and have been using them for years, however prices have gone up alongside launch of new look website. Sadly no longer competitive

I’ve used the online reptile shop many times for my live aquatic foods and it’s always excellent and fresh and Paul is most helpful on the phone highly recommended

Called customer service. Very rude member of staff!!!!

Totally unprofessional service. Ordered product paid what was asked , received a conformed despatched order status. 10 days later no delivery and no contact called and was told that they were having problems with courier and that the order WASNT sent. Then some nonesense that the preious 5 orders they lost money on the delivery. USELESS

I can't complain about the customer service, but i however can complain about the courier company they use. I paid for next day delivery and two days later, i still haven't recieved it. From obviously a customers point of view, i would advise on getting a new courier, because they clearly don't give a damn about peoples good and delivering them on time. I have advised this to Paul, and he has been nothing but helpful. I can't review their products as of yet, seeing as the awful courier that they use hasn't delivered them yet, but what i have ordered from them, most probably will be dead.

Bought through Amazon. Requested a return, didn't he at anything from them for weeks. After sending the item they now claim it wasn't received.

Great service and delivery! Used many times, cheaper and better value than elsewhere. Had one issue with an order not turning up and they sent out another order immediately which arrived the next day. Definitely recommend!

I emailed Tuesday as my delivery instructions were ignored to leave safe and then had to buy more food else where for my pet. I didn't mind having to get more food. The goods arrived with no protective packaging inside so the bugs were damaged. The box arrived with mealworms coming out the bottom of the box and I could see the crickets box was damaged from the hole in the top 🔝 . Apparently I didn't email when I called them and they tried to encourage me to get a refund. I obviously bought them for a reason. I have sent over photographs and have been advised replacements should arrive tomorrow or the following working day. I am still waiting on email confirmation that replacements have been arranged which I was promised. I don't think I will ever shop with them again. I will stick to Swell reptiles. I would also like to add no apology was made for the issues.