Swaggle

Have been waiting weeks for an order to arrive. Contacted support and despite promises still to receive the order. Swaggle website says support is available until the 30th April. Instagram seems to say only available to the 21st April. As others have stated only support is via email. Not hopeful now of receiving anything.

How many people out there have been left without their closing down sale products purchased? It has now been 19 days and they still haven’t sent my order , and all I receive is a generic message when I try and complain. Please reply if you’re having the same issue to get a class action going for deceiving the public.

Despite the mixed reviews, my experience with Swaggle was excellent. I had a pricing issue with a couple of items and Emily from customer support resolved it quickly and professionally. Refunds were processed straight to my PayPal and communication was clear and friendly. It’s refreshing to see real human support—thank you, Swaggle team!

It's a bit of a waste of time to review them when they're about to close down. But, what a horrible company. If I find other online companies that are run by Coles, I won't use them.

I am extremely disappointed with my experience ordering from Swaggle. While their prices may appear competitive, the lack of customer service completely outweighs any potential savings. It is very concerning that there is no direct phone number available to contact customer support. When issues arise with an order, customers are left with no… Read more

practical way to speak to a real person for assistance. Instead, the only option available is an AI chatbot, which is unable to properly address customer concerns or provide meaningful help. This is a major red flag for any company that claims to value its customers.

In addition, the level of communication is extremely poor. After placing my order, there were very limited updates regarding its status, and attempts to contact Swaggle by email about the order have gone unanswered. Customers should not have to chase basic information about their purchase.

Overall, the lack of accessible support, reliance on an AI chatbot instead of real customer service staff, and failure to respond to customer enquiries creates a very frustrating experience. Considering that Swaggle is owned by Coles, this situation also reflects poorly on the parent company.

WHY order through swaggle when you can pay the same amount for the same order with next day delivery from a competitor.

Based on this experience, I would not purchase from Swaggle again and cannot recommend them to others.

Useless if there are any errors and provide no help / resolution / customer service (are affiliated with Coles Pet Food) even though your email address is included in the order. They hold onto your order for over a week and then return it to the sender without any contact/ communication with the customer. The actual house number was not included… Read more

in the order, due to my error or system error or something else, not sure? No QA was performed, no customer service to resolve the error was performed and no due diligence was exercised (to make it worse, they use the ever unreliable Couriers Please who made the same mistakes of doing absolutely nothing to resolve the error). Swaggle's response, it would be helpful if you could include your house number in future but my response is, it would be helpful if Swaggle or Couriers Please actually contacted me to advise of the error (again my email address was provided on the order). I understand that but my comments remain valid such as, 1. Couriers Please had the parcel for over a week in Melbourne and did nothing to resolve the error (my email address is on the order). 2. Swaggle and Couriers Please, wasted my time because no effort / attempt was made at any time to contact me by email (my email address is on the order), from Swaggle nor Couriers Please, to query the error. 3. No QA nor customer service was not done by Swaggle nor Couriers Please at any point in time. 4. It would have been helpful if Swaggle and or Couriers Please actually tried to resolve the error by contacting me but no one did. 5. Is this the same kind of service you would expect to be provided to you and be totally satisfied with under the same circumstances?

Summary - Swaggle's response, it would be helpful if you could include your house number in future but my response is, it would be helpful if Swaggle or Couriers Please actually contacted me to advise of the error (again my email address was provided on the order).

PS/ Swaggle also advertise products are available at a discount and after paying for them, you are advised 1 - 2 days later that some of the products are not in stock and will not be available at the discounted price in future. This appears to be 'bait advertising' and providing 'false and or misleading information', both breaches under the Australian Consumer Act.

HOW TO LEAVE 0 STAR? And I don't really think they even bother reading our reviews, as it doesn't seem to have any human being working at this company. Literally there are NO bloody way to communicate with them. We received the package which was damaged and content was missing and tried to call them, no phone number. Jumped on online chat,… Read more

automated chat. Sent them all the information through but only thing have received so far was "we will email you shortly" Gents, this is what it looks like when company decides to go complete AI. Oh wait, at least employees in this company won't have been replaced by AI, as there was no human working at this company in the first place!

Terrible delivery service took a long time - 12 days - I emailed Swaggle to chase my order with courier, and advise what was happening. Tried to contact courier but communicating online with the courier chatbot which was useless in shedding anny light on the matter. Response to my email query was only sent once the order was eventually delivered.

The delivery service is abysmal. I have been ordering my dog food for 12 years and never NEVER it has been redirected to a collection office open 9- 5 Mon to Friday, because APPARENTLY there is no safe place to leave a 14 kg bag. Always was, but in @Swaggle opinion - there is none. I work 9 to 5 Mon to Friday, now need to find time to collect… Read more

it. They did not reply to emails. They did not reply to chats. The money I saved with them disappear in petrol and time needed to collect the bag of food. Never again! Not surprised their google website blocked new reviews.

Had a repeat delivery. The price increased by 50% per item!!! No confirmation that you still want to order the product with the astronomical price increase !! Immediately tried to use the chat option to try and cancel the order - which did not work. I sent an email asking to cancel the order - still no response and now the order has been… Read more

processed. So don't order from here unless you are prepared to watch the price of the product constantly and don't bother trying to get any customer service.

Zero customer service! If you have issues with your order you won’t get any help they take two weeks to ship their orders out!

Wish I had read these reviews before ordering! Placed an order a week ago and only update on order status is an email from Courier Please 5 days ago to say shipping information has been received. No reply to my email asking about status of order. Swaggle is owned by Coles so it is a bad reflection on Coles.

Never again. As per other comments on here, they can’t meet dispatch and shipping commitments. I paid an expensive $20 express shipping fee for delivery within 1-2 days and on day 2 my parcel/s haven’t even been picked up with no expected date… Read more

available. You can’t contact anyone, it’s just a chat bot. I’ll try and get a refund for the delivery fee and hopefully my order will arrive at some point - appears to be 3no. Seperate deliveries for each item at this stage. I’m going back to supporting local - in store.

Their pricing makes no sense whatsoever. They sell same brand cat litter (one is scented and the other one is unscented) with a price difference at around 55%. Nowhere else it gets sold at different price including manufacturer website - both types are priced identically everywhere else except Swaggle. So when I enquired to their support I was… Read more

told that it`s up to them how much they want to charge and they consciously charge way more than RRP for their own benefit.. Well - it`s end of me being their customer.

Wait so long for the deliveries, and no updates, no customer service response. Only AI reply. Sucks.

I have UPDATED this review from originally a 1 star with the below comments to a 4 star as Swaggle really tried to turn around the issue at hand. I dealt with a fabulous employee named Saren and he went above and beyond to rectify the situation with my missing delivery. I got a call the next morning after my Chat Bot frustration and also a follow… Read more

up email. He provided a solution and was understanding and polite. He explained but also listened. A HUGE thanks for all his help. I’m now just waiting on the redirected package to arrive. Fingers crossed. So it’s no longer a big no and I will order from Swaggle again for my cat. Prices are competitive and my mum initially recommended them as she had good experience with them. I still think the Live Chat option needs to have a real person available not just a chat bot however perhaps they can work on that in the future . WELL DONE FOR TURNING AROUND AN UPSET AND FRUSTRATED CUSTOMER! **INITIAL REVIEW: It’s a BIG NO from me as a first time customer…TERRIBLE NON-EXSISTING CUSTOMER SERVICE. My order went missing in today after their Courier company said it was delivered. I couldn’t speak to a human and their “Live Chat” is rubbish! It’s NOT LIVE at all and you speak with a chat bot/AI. I’m really unhappy and the only thing I could do was send an email and now have to wait for a reply. I hope I receive a refund. But let’s see if I actually get some customer service?! WONT order form Swaggle/Coles again!

I ordered a carrier for my dog and it arrived so fast to my delight. The product was great, exactly as described but unfortunately my dog did not take to it at all and it was impossible to envisage being able to use it so I had to return the unused item. I had an issue with generating the return label online and customer support rapidly responded,… Read more

even on a Sunday evening! Then the next day had the return label ready for me. They were so prompt and very pleasant. I have nothing but praise for the service for this company. Will definitely buy from them again.

This isn't the first time I've had to wait a long time for pet food delivery, although I don't think this is the worst. This time it took 12 days, and once before it was 2 weeks. I will hesitate to use this company again unless I have a long time before needing pet food.

I placed an order 3 days ago. I've heard nothing. I tried to call but there is no number. I used chat and received a response that it takes 3 to 5 days to process an order (not counting the weekend) so it could be end of next week that I see my order. I asked for it to be cancelled so that I can buy elsewhere. They said they'd send that for… Read more

processing as it hasn't been fulfilled. That was 4 hours ago. Now I see the chat at 7.30am from me - showing as 9.45pm and 9.57pm for them. Clearly not in Australia :( I ONLY purchase from Australian companies - now I have no idea who Swaggle are and where they are located as they state they are in Victoria. It's now 33 hours and nothing from them. So I still can't order as I need this one refunded. Terrible service and communication - as many have also said :(

Terrible customer service, recurring price increase without notification Terrible customer service. For the first recurring order they gave me a good deal. The second delivery the price increased almost 50%, and they said due to price fluctuations. I have not received any notification of price changes, and the support was nor able to help. Simply a terrible experience and customer service.

Swaggle is a great online shop for us in the country. Good products, very helpful on line . Good products and good sales when they have them. Can highly recommend this shop!

Terrible customer service! I had never bought from Swaggle before and should have known that the fact they don't have a phone number on their website is a huge red flag! Their customer service is shocking. They use a cheap and unreliable courier (Couriers Please) and Swaggle are virtually impossible to contact. I would NEVER buy from them again and NOT RECOMMEND THEM!!!!!

Great range, competitive prices, poor service. I just received my first order from them and a $50 bag of sensitive pet food is missing and their website states the order has been sent in full. I need this urgently as it’s the only food my cat can eat. They have no phone number, currently no live chat all you can do is send an email. Who knows… Read more

how long their response time is.

Certainly not a great first impression. Being owned by Coles I expected better.