zooplus.de Reviews 

Not received my £75 order after almost 3 weeks. DHL said it was delivered but it was not. I reported this to zooplus and they said they would investigate. Still no action to replace or refund and now I am running out of cat food and will have to order elsewhere. Terrible service from zooplus and why use a poor delivery company like DHL?

Zooplus boldly advertises a 1-3 day delivery timeframe on their website, which is a complete fabrication and false advertising. It has now been 5 days, and my package is completely lost in transit. To make matters worse, I have been held hostage in my own home, forced to wait around every single day because their system repeatedly sent fraudulent notifications claiming my package would arrive "today," only for it to never show up.This isn't some luxury item or a random dog toy, this is specialized, prescription allergy medical food for my dog, who literally cannot eat anything else without suffering a severe medical reaction. Leaving a vulnerable animal without their vital medical food due to incompetent, garbage logistics is dangerous, negligent, and completely unacceptable.When I contacted their customer support to get a solution, the agents were unbelievably rude, dismissive, and utterly useless. They showed zero empathy and zero interest in fixing their own mistake. I have since found out that countless other pet parents have experienced the exact same atrocious delivery loops and hostile customer service.Because of their negligence, I was forced to buy from a competitor. Guess what? The other supplier delivered perfectly on time with zero issues or delays, proving that Zooplus simply runs a broken, pathetic operation.This is the absolute worst website for pet supplies on the market. This was my final order from them. I will never spend another cent here, and I strongly warn everyone to stay far away from this company if you actually care about your pet's well-being!

Ordered product on 26th June. Needed within 5 days. Today is July 11th and product still not arrived. Payment was taken on the day of order placement. Not the level of service we need or expect.

It took only 3-4 business days to deliver the goods here in Lithuania. Very happy with both the price and the delivery. Thank you

hi i have good experience the product was great but the delivery took alot time yes bro

​"I am writing this to express my deep disappointment with Zooplus Hungary. I am a long-term loyal customer currently abroad in Thailand. I have 85 loyalty points expiring today and I contacted support to ask if they could manually donate these points to a local animal shelter, as I cannot place a physical order from abroad.
​The support team gave me a flat refusal, stating that a purchase is mandatory to donate. It is heartbreaking that a company built on 'love for pets' would rather let loyalty points expire and go to waste than spend two minutes helping animals in need. This rigid, bureaucratic approach is the opposite of what charity should be. I expected more from a leading European brand. I hope the headquarters in Germany pays attention to how their regional branches treat both loyal customers and the shelters they claim to support."

My mistake to buy from Zooplus. No goods arrived. Furthermore you have to join Zooplus to purchase goods and now it's the usual "waste my time - see if you can get rid of us" to get Zooplus out of my life. Never again.

Unfortunately, my experience with this store has been very disappointing. There is no clear option to receive a VAT invoice for an order, which is essential in my case. The information on the website is unclear, and when I contacted customer service, I did not receive any specific or helpful answers.

The consultant was unable to answer basic questions and kept telling me to send an email and wait for a response. When I want to place an order today and have the matter settled immediately, this kind of service is simply unprofessional. Customers should be able to obtain clear and accurate information right away, especially regarding important documents such as invoices.

Additionally, there is no option to delete my account, which raises serious concerns about transparency and data control. The lack of competent customer support, unclear invoicing policy, and limited control over personal data strongly discourage me from shopping here again.

I do not recommend this store based on my experience.

Zooplus advertises “free delivery” in promotional emails, yet imposes a €12.99 surcharge the moment a parcel exceeds 30 kg. That is not a minor technicality buried in logistics policy; it is a material limitation that directly contradicts the headline promise. If delivery is conditional, it is not free. Presenting it as such is, at best, careless and, at worst, deliberately misleading.
What makes this particularly frustrating is the absence of any clear disclosure in the promotional message itself. Nowhere does it state that “free delivery” only applies up to a specific weight threshold. Customers are led to believe that shipping costs will be waived. Only later, at checkout or after the fact, does the additional fee surface. That undermines trust and creates the impression that the company relies on fine print rather than transparency.
The argument that this pertains to “standard shipping” is irrelevant when the marketing communication makes an unqualified promise. If there are exclusions, they must be stated clearly and prominently. Anything less erodes credibility.
A company operating at scale should understand that clarity in pricing is not optional. Advertising free delivery while charging a substantial surcharge contradicts the plain meaning of the offer and reflects poorly on the brand’s commitment to honest communication.

I placed an order that was marked as delivered by GLS. I contacted GLS without success. I contacted Zooplus and was immediately assisted by Julian Ferreira, who handled the matter very professionally. Excellent work by the company and the employee. An outstanding professional.

Very helpful and fast reacting to issues.

I am a customer since a few years at this store, and still very satisfied with the service !
For the first time I happen to have a very bad experience with the DPD delivery, and store reacted super fast to my request for help. They resolved my issue and even offered discount. This is definitely a nice gesture!

Account stolen and order delivered in Germany when i'm italian and my name and informations are obv italian. And?? I have to pay for it because this website it's not safe at all and the customer service it's really incompetent. Never buy or create your account here, they'll sell your information to someone in the world. Close this store.

We are very satisfied.
GOOD PRICE and EXCELLENT DELIVERY

I ordered dog food from this company, but the delivery arrived very late. By the time it was finally delivered, we had already moved house, so the food was left at the old address where no one could return it or collect it. I contacted the company but was very unhappy with how the situation was handled. I simply wanted the food returned to them and a refund issued, but this has caused unnecessary stress and inconvenience.

I expect better reliability and customer support, especially when dealing with essential items like pet food. I also expect a refund as soon as possible. So in short: My dog food order arrived far too late, after we had already moved. The package was left at the old address and couldn’t be returned, and I still haven’t received a refund. Very disappointing experience.

Simpy the best! Great prices and fast delivery.
Really enjoy your service

Ordered twice, order got cancelled twice. Bad AI answers and vague reasons given. First time I was told I could just order again, which didn't work, second time I was just told it's technical issues. Which - considering the waiting time between each order - must have been going on for at least 2 weeks now. No word how long the issue will take, just another "please try again." Things go wrong sometimes, but taking a little responsibility for wasting their customers time would've been nice.

We've been ordering for months and the delivery was always very fast and reliable. Also, I appreciate the easy user experience in the webpage: if you want to explore new products, there's a wide range. But if you want to stick to your usual, you have a dedicated page which makes re-ordering very fast.

I ordered two packages of cat litter, 20 kg each. I have an elevator at home, but instead of ringing my doorbell and delivering them, the courier took them straight to the delivery office. I physically can’t carry 2×20 kg across town due to my health. If I had to collect cat litter myself, I would have just gone to the pet shop next door. Very disappointing service.

Delivery is always super fast, prices are way better than in my country. Customer support is absolutely amazing with super fast answers and always helpful solutions. Can't recommend them enough!

Having ordered from zooplus over the last couple of years with everything perfect. I am now at a point where they don't deliver on time explain that due to high volume of orders things are delayed.

Now today I get a message from GLS saying they have my package and are delivering to somewhere I have know idea about.

It seems that zooplus have a bit of a problem in their dispatch. Whilst I understand that things occasionally go wrong, this seems to be an emerging pattern.

I have now been informed by GLS the delivery company for zooplus that rhe second package is going to a different address as well.

I don't know if if this is a problem with GLS or zooplus dispatch, however I do know that it is not my problem other than I now have to drive all over the town to find my packages instead of picking them up at my post box.

Seriously not happy.

In an update, Kate from customer services at Zooplus investigated the query and has sent out an replacement order.

It is really nice to know when things go a little bit awry there are still some companies with dedicated team to ensure things a properly resolved.

Thank you.