zooplus.co.uk Reviews 

After 2 weeks I still haven't received my order! The order was apparently damaged and replaced but I still haven't received it. I appreciate the problem maybe with the delivery company but my messages are not being answered so I have no idea when to expect it. Today I will shop elsewhere for my order

Over all great, Lately it's bargains appear more bulk, doesn't appear to be as many treats. A bigger selection would be helpful Ciao and some luxury tastys
The nutrition section is not displaying the details correctly, I want to Know the meat percent and whiskas is now a low percent meat and 'other' I like clarity to what is in the food.
Once again I order early Thursday and delivery isn't until Monday. For a larger company and higher value orders for 4 cats I'd expect next day. It's maybe a pound extra.

Slow delivery then after two week wait they cancelled without telling me

Have been a customer for over 10 years, my £156 order was due for delivery on the Tuesday.. lots of notifications from DHL saying delivery due, delivery delayed..then delivered..only issue being I had no delivery!
Emailed Tuesday evening then spoke to customer service Wednesday morning stating there was no delivery but also no photo or signature proof given on the tracking? I was told an investigation would take up to 24 hours but the adviser couldn’t seem to answer any of my questions so I asked to speak to a supervisor .. this is when the call was disconnected. I called back several times and every time I gave my name and said I wanted to speak to a supervisor my call was disconnected.
So I filled out the online form, got a standard reply back.. then nothing, on the Thursday lunchtime I sent another email asking for the outcome that they said I would get an update from within 24hrs.. the investigation was opened at 10am Wednesday morning.
On the Thursday evening I got an email saying could I provide proof of NO delivery!!! Erm…?
So on the Friday morning I sent an email reply stating my rights as a consumer and that they were now in breach of their contract. I asked for proof of delivery or a refund and that if I didn’t hear back by 5pm I was going to initiate a chargeback with my bank for non-delivery. At 4.20pm I received an email stating that I would receive a refund (but would take 5 days) with a generalised apology… I had to gather that DHL had no proof.
But through all this I was made to feel like I had done something wrong? and on top of all this I still had no dog food, the food my dogs have can’t be brought ‘off shelf’ due to their health concerns so the most important aspect being my dogs had no food! But luckily I ordered from Pets At Home on next day delivery and received the food within 16 hours…. a lot more straightforward! I will now be using Pets At Home and will never use Zooplus again, way too stressful! I do not want any response from a Zooplus representative as I’m not interested, I just want to make other people aware of my experience in the hope of saving themselves the upset.

Just awful.....

I have used Zooplus previously and whilst I have experienced delivery delays which I am aware are generally the fault of the delivery company, this last occasion, which remains ongoing means I will never use them again. It's a shame really given the wide range of products they stock.

I understand there can be delays in shipment, but any kind of update from either Zooplus or the delivery company, would be appreciated. However, the multiple updates on the delivery company tracking page are wildly wrong. Initially stating it was out for delivery, then couldn't be delivered, then delivered. The 3 days later it was at the delivery depot (despite allegedly being delivered!), then it's back out for delivery with the delivery date moving daily.

After several emails to Zooplus #32233192, as I've not had any response from the delivery company, the only response I have received has been a regurgitated response using AI. On each occasion it has outlined the concerns and poor service I have mentioned in my email and is completely unhelpful. I have asked for a customer service advisor to respond to assist with this, however its now been two weeks and I've had no response, not even a 'simple we are looking into it'.
I've now incurred additional costs on what was an already expensive shipment as I have had to source it from elsewhere.

I would not recommend using Zooplus.

if i could rate a 0 i would.
this is the only company i can use to get a specific dog food for my pup with bad allergies, my first time ordering from here it had been a week since ordering and it hadn’t been dispatched.
i received an email saying it would be delivered within 1-2 working days… just to find out they have CANCELLED the order and not informed me!!!!!

absolutely FUMING

Good range and have some good offers but problems with delivery and then useless customer service. Their answer to failed delivery is to refund the money. Doesn't help when you need an urgent delivery and paid extra for it. They don't seem to treat the issue as important.

I stopped using zooplus due to constantly being let down but I stupidly gave them another chance!! They failed to deliver on my chosen day that I paid for which was last Wednesday, after nearly a day back and forth to them they refunded my delivery charge and now my order status says unpaid!! This happens every time they refund the delivery charge...but they are saying they refunded me the whole order Why?? Considering they say the order is still with DHL and expected to be delivered, surely you would not deliver £100 worth of items for free?? But they accuse me of lying!! I needed this food for sick animals at a charity and I don't have endless pots of money...DHL are messing me around and it's now Friday and I've been back and forth with them ALL day so far with NO delivery still or no money so I could buy elsewhere!! I've learnt my lesson and will NEVER use this rubbish company ever again

Delivered on time. Good service

I used to buy from them before my dog passed away. I unsubscribed from marketing emails but they kept coming, I emailed them asking them to stop. 2 weeks since telling them I still get them. Very poor customer service.

Ordering pet food here is oddly punishing: you need £39 to get free shipping, but go over 31kg and you're charged anyway — I was going to be hit with a £2.99 fee for being half a gram over. This seems to be a new policy, and I've been a customer for years, so it caught me completely off guard with no warning. No exceptions from customer service call. It pushes you toward smaller, pricier bags instead of letting you use better-value bulk options, so you end up paying more for less food just to stay under the limit. Buy two large bags of dog food and you've hit both limits at once — no room left to add cat food or anything else without paying for shipping anyway. Beyond the extra cost, it also eats up your time trying to find the right combination of products, price, and weight just to get free shipping. Good product range, but the pricing structure works against the customer.

When they only used Evri before I bought elsewhere. I'll do that again until they sort out their customers threading the needle process.

We have been a zooplus customer for over 10 years (dog and cat). The prices and promotions are good. We like the rewards which soon build up. The app and website are excellent. Orders are dispatched promptly and arrive well packaged. When have had to use their customer service we have found it first class.

I see no reason to go anywhere else for my pet food needs. Recommended.

Every time I have ordered from Zooplus there has been a delay in the delivery. This time they just cancelled the order with an apology - that does not feed my cats and came 7 days after my order was placed - in which time i could have bought elsewhere - I will be doing this from here on in - sorry Zooplus you failed me

I've spent £10k+ here over the years and never had a single problem.

The continuing saga of my order placed on 22nd August but never delivered although DHL claimed that it was. I filled in the form and submitted it. A nice AI responded and asked me to conform that I had looked around the property and asked the neighbours which I did and reported back to the AI. No action so I phoned the UK number where the real person indicated that nothing had happened and they had to talk to DHL before they could refund my £139. I was assured that they would respond the next day. Silence from Zooplus but 2 more nonsense emails from DHL one of which promised to deliver the goods 10 days earlier! I had the usual reply to my Trust Pilot review saying that I should fill out forms and or contact them by phone, all of which was done. Today I phoned again & demanded my refund which I have been promised..........DHL are totally incompetent why do they use them?

Great range of products, discounted offers and fast delivery

Terrible service. Left my parcel at 9am front of my door (open garden can be seen by people who walk pass/no gate. Also all tenants has to walk through that area to get to theirs and apparently that's a secure location.) Parcel now missing and they won't refund me because they "delivered".... £90 lost and they are not even looking at my emails when I sent proof of the shared garden. I have to ask my bank to send me the money.... Horrible....

I have shopped with Zooplus for many years, and I never had any problems when they used DPD as their carrier, which I could choose for a higher minimum order price. Then they sacked DPD and used Evri, who are totally unreliable. More recently they started offering named day deliveries by DHL, subject to a small surcharge, which wasn't too bad, but often that option isn't available at checkout. For my most recent order 463165218 I chose that option, but after the order had been sent, Zooplus told me that they had been unable to use DHL so had used Evri instead. A week later, all Evri will say is that my delivery is delayed. In the meantime I ordered the same items from Amazon and received them 3 days ago. If I want parcels to be stolen from my doorstep I will buy from suppliers who use Evri, but otherwise I will shop elsewhere. From now on I will choose Amazon over Zooplus for anything similarly priced, which is most of the items I need.

terrible service, wait ages for delivery. 1st delivery had pouches that had been opended , when i complained i was asked to fish through my bin to retrieve the packaging!! before they would even consider a refund.

Also because one of the items had on repeat order had gone down in price Zooplus cancelled my order as it didn't meet their £10 minimum (despite the fact i had a 2nd order for over £40 every 4 weeks). So for the sake of .13 pence they cancelled my order.

The advisor I spoke to about it on the phone was not helpful at all and just said I had to cancel the order - i have since cancelled all orders with Zoo Plus and will not be using them again, stear clear!!

Plenty of chose available particularly if you need specialist diet food for your pet. Good deals on the prices and they
always comes quickly.