• Zooplus UK

Zooplus UK

Overview

Zooplus UK has a rating of 2.45 stars from 44 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zooplus UK most frequently mention customer service, and cat food problems. Zooplus UK ranks 401st among Pet Supply sites.

  • Service
    11
  • Value
    11
  • Shipping
    11
  • Returns
    7
  • Quality
    11

This company does not typically respond to reviews

Positive reviews (last 12 months): 22.2%
Positive
2
Neutral
0
Negative
7
11
See all photos

What reviewers want you to know

Positive highlights

  • I wouldn't shop anywhere else for my dog food and other equipment.

Critical highlights

  • I have problem with ZooPlus.fi Customer service is bad, mean really bad.
How would you rate Zooplus UK?
Top Positive Review

“Orders”

Sri W.
4/1/22

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.

Top Critical Review

“Terrible experience”

Deborah R.
12/2/21

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!

Reviews (44)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (11) dog food (3)
Thumbnail of user deborahr1341
1 review
0 helpful votes
December 2nd, 2021
Verified purchase

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!

Products used:
Cat tree

Service
Value
Shipping
Returns
Quality
Thumbnail of user sols39
1 review
0 helpful votes
October 6th, 2023

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.

Service
Value
Shipping
Quality
Thumbnail of user stephanyb11
1 review
2 helpful votes
June 11th, 2020

I had a genuine, small matter to get resolved and I was Shunned.
Terrible customer service... offered no resolution which I was happy to pay for.
There is no difference in packaging info but apparently two entire different products! Size and flavour obvs! But totally different product

Thumbnail of user carolc2756
1 review
0 helpful votes
July 24th, 2023

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

Products used:
Felix

Thumbnail of user nayabf1
1 review
0 helpful votes
February 12th, 2024

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.

Service
Value
Shipping
Returns
Quality
Thumbnail of user sarahf532
1 review
2 helpful votes
July 31st, 2020

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

Thumbnail of user albertr162
1 review
4 helpful votes
October 9th, 2020

My Cats are 9 years old and have been feed with food wet & Dry the whole time However the service that zooplus is now providing falls well below that of a couple of years ago The problem is mainly packing They pack fragile items in the same box with heavy 48 x 157gm of food which by the time you receive your order make the fragile items Useless and dangerous if used as they contain fine plastic splinters from the plastic containers I've contacted Zooplus now 3 times and complained Yes they replace the cost of the items but my cats eat food and treats not the proceeds of refunds
Recent communications confirms they are not interested in customer comments and have simply said that will not change their pack procedure Ie loose tins in large boxes without packing along with fragile items(Cats treats) Am very disappointed at their attitude to customers comment profit before customer care. I've even contacted them when ordering to ask that packing be used without results still more damaged items received. Speed of delivery great but that no good if the items are damaged dented and destroyed making them sub standard and useless Buyers who are meeting the same problems might like to look at the 'Pets at Home' on line web site where you will find the same product cheaper in that their price includes VAT unlike Zooplus where VAT is added to the cost (Click and collect or delivered)

Thumbnail of user barbaraf1237
1 review
0 helpful votes
November 5th, 2021
Verified purchase

This is a joke and not a serious company. They apologize to me and tell me to wait another 4 days! This is special food for puppies. I will not buy it in a supermarket! What should I give my puppies to eat? I can't change their food, they are French bulldogs and they have sensitive stomachs. Should I starve them?

Thumbnail of user relur
1 review
3 helpful votes
September 9th, 2019

Would give 5 stars for the variety and prices but an absolute 0 for the attitude of some workers there.
I once asked if they plan on adding more items to the Rewards list and their response was "this is the current offer and if any changes occur, you will be able to see them on the website."
Thank you very much. It would've been the same thing or better if you said nothing.

Thumbnail of user davidm4596
1 review
4 helpful votes
December 16th, 2020

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.

Thumbnail of user jod196
1 review
0 helpful votes
April 3rd, 2022

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?!

Service
Value
Shipping
Quality
Thumbnail of user tracyc275
2 reviews
1 helpful vote
October 30th, 2019

Had a few orders in the past and were good. The latest order was never received and no response for 3 weeks but contacted Zooplus today and they are sending a replacement. Great customer service and my cat will be happy.

Thumbnail of user vanessaryding37
1 review
0 helpful votes
December 27th, 2023

Over packed ripped boxes burst food and cat litter the packers need sacking ive given this company to many chances never again

Service
Value
Shipping
Quality
Thumbnail of user lizs141
1 review
4 helpful votes
October 14th, 2018

Great pet food, BUT do not sign up to their discount plan as you will find you receive the original order month in and month out? I have just been billed again for the same order I placed two weeks ago, my first order with them. This is a SERIOUS Contract, which is very unclear when you sign up. It looks like I will not be able to get out of it. You also cannot change your method of payment!

Thumbnail of user sophieb33
3 reviews
2 helpful votes
June 3rd, 2016

We have 2 x border collies and I always order from Zoo plus
All trackable via Yodel and always quite quick to turn up.
Best prices I have found for Hill's science plan and they offer 18kg bags.
Would recommend.

Thumbnail of user alex.maurogata
1 review
0 helpful votes
August 13th, 2023

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.

Products used:
Hill's for cat and dogs

Service
Value
Shipping
Returns
Quality
Thumbnail of user sriw1
1 review
0 helpful votes
April 1st, 2022

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.

Products used:
All cat products and food

Service
Value
Shipping
Returns
Quality
Thumbnail of user pennyp298
1 review
0 helpful votes
September 11th, 2023

I have used this company for many years and occasionally there have been issues, items damaged in transit, boxes damaged so that items are missing etc. They have always been quick to respond, ask if I prefer a refund or replacement, and then action this very quickly with no quibble. I can only recommend them.

Products used:
pet supplies

Thumbnail of user rl371
1 review
0 helpful votes
July 22nd, 2023

Really unhappy with prices and customer service. Been a long term customer but will now be doing everything I can to shop elsewhere

Service
Value
Shipping
Returns
Quality
Thumbnail of user bogdanal
1 review
1 helpful vote
July 13th, 2022

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!

Thumbnail of user laurav277
1 review
0 helpful votes
May 23rd, 2020

Love the company. They have a great variety of good quality products for cats and dogs and other pets. I have purchased from them multiple times and will do so again!

Thumbnail of user barryy84
1 review
0 helpful votes
September 26th, 2023

Freebie Fiesta is a conn BEWARE they don not tell you until you get to the check out you need to spend over £50 to get your gift.

Tip for consumers:
Watch for cons they are very good about that

Products used:
Cat Food

Service
Value
Shipping
Returns
Quality
Thumbnail of user demetrisb1
2 reviews
6 helpful votes
January 9th, 2020

3 damaged deliveries, poor communication skills, not even able to understand the problem and properly communicate their views

Thumbnail of user rebeccan77
1 review
3 helpful votes
October 24th, 2018

Prices are good. Range of stock is good. Delivery is awful. Orders go missing, deliveries arrive late or not at all. You have to spend over £15 just to order then it's an extra £4.99 for delivery unless you spend over £29. Complete waste of time and money. There are so many other websites selling the same things or at least similar things at the same price so needless to say, I certainly won't be using them again especially as I recommended zooplus to friends and family and they've had similar experiences. Quite embarrassing.

Thumbnail of user clairel28
Claire L. – Zooplus UK Rep

Hi Rebecca, we are sorry to hear of your disappointment in our company's services. We offer 2 different delivery options, we hope that you may consider trying an alternative in the future which we hope will improve your experience. We have located your account with us and our Customer Care team will be in touch soon to resolve the issue with your recent order. We are very sorry that your experience has caused you to feel this way and we fully understand your frustration's. We appreciate the time you have taken to bring this to our attention and we regret the inconvenience this has caused.
Zooplus Review team

Thumbnail of user olgae9
1 review
5 helpful votes
September 20th, 2019

Women from customer service was very rude and sassy. Delivery service is very bad. Left mine parcel with the neighbor from house 1, we living on number 6, and I was at home all day waiting. Just because we have no driveway, and driver has to walk.
Terrible experience.

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From the business

Need some help? Please contact customer care directly via the correct channels below:? мGive Us A Call: 01234 430366 Outside the UK: +44 1234 430366 (regular telephone fees apply, varies by provider) Available Mon. - Fri. From 8:00 am to 5:00 p...

Company Representative

Thumbnail of user clairel28
Claire L.
Typically does not respond to reviews

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2.5
44 reviews
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