Zooplus UK

I've used Zooplus for years. Very competitive and good, speedy delivery.

On nearly every delivery for the last year (10) I have had burst Felix cat food sachets within the parcel. Boxes not damaged on the outside so don't think the courier is to blame.

I have emailed them twice on particularly bad occasions and again today. Today smelt like a dead body as soon as I opened the box and was a major clean up job... I'm awaiting their response.

On one occasion I had maggots. They asked me how many sachets were damaged (about 6) and I received a refund of £3.36! No acknowledgement of the inconvenience/ clean up/ smell etc.

Sadly I will go elsewhere now as todays delivery tipped me over the edge-just can't trust them anymore

On a few occasions we have had split cat litter, also cat milk and some food. However with any problems when we email them they are very quick in returning money back to our bank account. Always great customer service. We also love the products and the free items we get. Great company.

I ordered a large bulk of cat food as i own several cats. As every pet owner will know that buying Cat food is very expensive. I received all my food damaged and mouldy. Not only that but i witnessed worms/maggots in the cat food. I dread to think how much the vet fees would have cost me had my cats consumed it. Luckily cats have a great sense to know when something is wrong and so they refused to eat. I attempted to contact Zooplus and their response was appalling and they said they put my case under review because the images were not a clear indication.Also they expect me to still have the packets of disgusting, vile mouldy food to keep for "evidence". I called today and was told that to further this case somebody will have to come out and inspect the food. I don't understand why somebody would go out of their way to lie about damaged cat food. The service i've received is concerning considering how much i've recommended this company in the past.

Terrible experience. No quality control. Received a faulty cat tree. Was meant to be uplifted on 2 separate occasions. Couriers did not arrive. Meanwhile a new cat tree arrived with a part missing. Still waiting on my £125 refund and have a large boxed cat tree in my hallway whilst lost 2 days sitting waiting for a courier. Use another Company!

Ordered nearly £70 worth of goods, the expensive item was delivered but the other items were missed in.our delivery. We queried this and even though this was their mistake, we were just refunded. My wife is disabled so online ordering/delivery was needed. Instead they could have apologised, and sent the missing items out. Won't use again. I'd prefer to.buy from a company that rectifies their mistakes.

Am smiling as I read the latest brexit update from zooplus. It states and I quote"we would like to reassure you that we remain totally committed to our UK business and customers. ". Well having moved from Yorkshire to n ireland that statement rings hollow. Basically they refuse to send to n ireland. No reasons, no explanation. It's shoddy but maybe zooplus would like to be honest and say they don't deliver to n ireland. In the meantime this ex customer will look for a company that treats customers properly, irrespective of where they live.

I have been a customer of Zooplus for over 10 yrs, and recently I ordered 2x 120 Felix. On arrival home, one of the Felix boxes was blown with numerous pouches popped and contaminating the rest of the box. I informed Zooplus, and said this was not the first time before t I let it go last time. They said I could have a replacement and then CHARGED me for it. So I had to throw away a full box of Felix, through no fault of my own with no compensation for the damaged goods. No longer will I shop with them if this is how they treat valued customers.
Zooplus informed me that I had not paid for the replacement cat food for the busted pouches, the invoice is generated by the system. But it begs the question how was I to know that. Sorted anyway

The delivery was dumped on my doorstep even though I was home. Once I brought it in I was suspicious as the box was leaking cat litter everywhere, a small trail up the path, a pile on the doorstep and now a trail inside my house. On opening the box I found that the 10kg bag of litter I had bought was completely ripped horizontally half way up the bag. Meaning the entire contents were loose in the delivery box. The 24 cans of cat food were buried in the litter, but they were significantly dented. The weird thing is the outside of the delivery box was completely intact and in perfect condition so I'm wondering why the contents were so were awful?!

My friend asked me to pay for her order as her card didn't go through. She has never received her cat food and I never received my 40 pounds back! They just said they never received money despite my Bank confirmed they been sent and received!

We have used Zooplus for a number of years and as one would expect had a couple of problems with either delivery or a product.
Each time Zooplus sorted the problem out without quibble. EXCELLENT Customer service as it should be.

BE CAREFUL!

They only allow good critics. So everything is "good" there.
They have low quality control.
I'm using this company for 5 years and now i'm very disappointed.

Shambolic customer service - i have spent a lot of money with zooplus, but when I tried to pay for an order, it kept defaulting to 'pay by bank transfer' with no option to revert to pay by card. I emailed their 'customer service' several times to resolve the problem - they say they called back, but there is no record and they ignored my updated mobile number. Overall, they wasted a lot of my time by not reading my emails properly - i took my order to another supplier who offered the same products for less - i would not use them as they treat customers with contempt

"Computer says No!"

I have problem with ZooPlus.fi
Customer service is bad, mean really bad.

That is happen so far:
My product was not so good, and I send it back. I need pay postage cost bac. So
I pay postage cost 17,70e, and I send photocopy of document at cost via e-mail them.
It takes 3 days that they finally get it open, I mean jpeg image.
Now they say that all is paid to me, that product and postage charge.
Well, that product was paid, not that postage.
It takes 6 days and many e-mail that they finally "understand" that this postage is not paid. Now they tell me that I can get postage back at earliest 60 days starting ordering day. They say that PayPal is cause of that?
Everybody know that is really rubbish.
Is that kind service normal to ZooPlus?

Can I get my money... computer says no... okey

Ordered a quantity of food for my cats but only a quarter of my order arrived. Customer services useless blamed the delivery company for loosing the rest of it. Left me with very little food for one of my animals who can only have a very limited diet. They are not interested in the problem they have caused me as I do not live near to a pet shop to get replacement supplies and they have taken a large payment for the food not supplied. Do not use this company as they only interested in getting your money and don't honour their contract to supply the goods as ordered.

I recently ordered several items from their website. A few hours after placing the order i learned that one of the items (a very large dog bed) was not the correct model. I tried several times to contact them but no one would respond to my repeated attempts to cancel the order

A week later the very large dog bed was delivered. I called them to arrange a return and explain that it should have never been delivered in the first place and it was unfair i should have to pay the MASSIVE shipping charges to return it. They denied ever having seen any of the emails i sent, though i have all of them showing delivered, and are forcing me to pay the return shipping charges even though it was their mistake.

Absolutely DREADFUL customer service. Take your money elsewhere.

I ordered off this company in 2014 and was happy with the results. Now in October 2015 they seemed to of helped themselves to £59.99 out of my account and refuse to tell me what i ordered and not send me a invoice even though my card was used they view me as a "third party" but did tell someone else had a delivery and it had been accepted but they will not tell who ordered it until i get a police report. I am sure this is all cods wallop as if its my card I have a right to a invoice. 3 separate emails I received from them asking for a police report of which I cant report as 1) they wont care 2) I cant tell them who apparently ordered. Steer clear. Rip off merchants off my card