I have been a Zooplus customer for many years, spending a couple of hundred euros a month - I've now tried to make an order and been told that deliveries to my address are no longer possible. Somethin... See more
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In May I ordered 2 items, used them for 2 days then they broke down. I contacted Zooplus by email, they were very helpful and offered to replace the 2 items, free of charge and would arran... See more
Company replied
What a disappointment! After several years of great service from Zooplus.fr, something has drastically changed. My order was transferred to GLS which is the worst carrier in France. Of course my order... See more
Company replied
My dogs favourite food is natures menu freeze dried. It’s £25 a 625 bag zooplus even though they only do the lamb flavour on this offer I just got 3 bags for £40 which is an absolute bargain plus some... See more
Company replied
Company details
Written by the company
zooplus – Animalerie en Ligne : nourriture & accessoires pour animaux à prix malins. Livraison offerte dès 49 € d'achats
Contact info
France
- www.zooplus.fr
2.8
Average
20K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 1 week
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Demanding payment for payment already made
In May I ordered 2 items, used them for 2 days then they broke down. I contacted Zooplus by email, they were very helpful and offered to replace the 2 items, free of charge and would arrange a courier service to collect the 2 faulty products. This happened, which I have to say was an excellent service.
Imagine my horror when this week I have received a demand for payment, a second demand (I never received a first) telling me I had to pay for the 2 items THAT HAD ALREADY BEEN PAID FOR WHEN I PURCHASED THE ORIGINAL 2 ITEMS THAT WERE FAULTY.
I've contacted Customer Service about this but have yet not received a reply. This is causing me to be ill as I don't like being demanded to pay for something I've already paid for. I can prove the original payments.
EDIT TO ORIGINAL REVIEW
I AM VERY PLEASED WITH THE PROMPT RESPONSE FROM ZOOPLUS, I USE ZOOPLUS A LOT AND WISH TO CONTINUE TO PURCHASE ITEMS THROUGH THEM.
IN ADDITION, I HOPE THAT THE "SYSTEM" OF MY ACCOUNT WILL SHOW THAT THESE ITEMS ARE NOT STILL AWAITING PAYMENT, AS THEY DO AT THE PRESENT TIME?
THANK YOU FOR YOUR REPLY.
18 May 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for taking the time to share your experience.
We are sorry to hear that receiving these payment reminders caused you concern, especially after the replacement of the faulty items had already been arranged by our customer service team.
We would like to reassure you that replacement products sent as part of a warranty or customer service solution are provided free of charge. In some cases, our system automatically generates an invoice because the replacement appears as a new order in our records. However, this does not mean that an additional payment is required or that any extra charge has been taken from your account.
We can confirm that no additional payment has been charged for the replacement items. We sincerely apologize for any confusion this may have caused and understand how frustrating such communications can be.
We appreciate your kind words regarding the support you initially received and hope this clarification helps put your mind at ease. If you have any further questions, we remain available through our customer service team to review this with you.
L’équipe Zooplus
I have been a Zooplus customer for many…
I have been a Zooplus customer for many years, spending a couple of hundred euros a month - I've now tried to make an order and been told that deliveries to my address are no longer possible. Something is going badly wrong with this company
14 July 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for your loyalty and for taking the time to share your experience. We’re truly sorry to hear that you are no longer able to place an order for delivery to your address, especially after being a long-standing customer with regular purchases.
We understand how concerning and frustrating this situation must feel, and we want to reassure you that this is not the experience we aim to provide. Issues like this can sometimes be linked to logistical or delivery constraints that require a more detailed review of your account and location.
We kindly encourage you to contact our customer service team so we can investigate this matter thoroughly and work towards a suitable solution for you as quickly as possible. Your trust is very important to us, and we will do our best to assist you.
Thank you again for your feedback and continued trust.
L’équipe Zooplus
What a disappointment!
What a disappointment! After several years of great service from Zooplus.fr, something has drastically changed. My order was transferred to GLS which is the worst carrier in France. Of course my ordered went AWOL and Zooplus customer service did as well. I emailed customer service, no response after 1, 2, 3, 4 days. Multiple emails asking where is my order? GLS saying no one was home when I sat here day after day waiting for the delivery. Finally after over a week, Zooplus says, sorry cancelling order. Do you want us to resend? They have already changed me a week ago! No offer to make good, no fixing and when I ask for my order again and specifically say DO NOT USE GLS, they send via GLS again! BREKZ is a good alternative to Zooplus. Good prices and better service. So long Zooplus! Never again.
1 July 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for sharing your feedback and for your many years of loyalty. We are truly sorry to hear about this disappointing experience, especially regarding the delivery issues, the lack of response from our customer service, and the choice of carrier that did not meet your expectations.
We would like to clarify that, for logistical and operational reasons, we work in France with several delivery partners, including two main carriers for home delivery (Chronopost and GLS), as well as Mondial Relay for pickup point deliveries. When no specific preference is selected at checkout, our system automatically assigns the carrier that can deliver the parcel in the fastest estimated timeframe based on the order details.
That said, depending on the weight and composition of your order, it is often possible to choose a specific delivery method—sometimes with an additional fee—if you prefer to avoid a particular carrier. We understand, however, that this may not have been clear during your experience, and we regret the frustration this caused.
We are also very sorry for the lack of communication and follow-up you experienced, which does not reflect the level of service we aim to provide, especially to long-standing customers.
We remain available through our customer service team if you would like us to review your situation further or support you with a future order under better conditions.
L’équipe Zooplus
Paiement system does not work
Paiement system does not work. So basic???
Order number 453436337
23 June 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for bringing this to our attention, and we’re very sorry to hear that you were unable to complete your payment.
We understand how frustrating it can be when such a basic step prevents you from placing your order, especially when everything else is ready. At the moment, we do not see any related contact or ticket linked to your order number 453436337, which makes it difficult for us to investigate what may have gone wrong.
To help you resolve this as quickly as possible, we kindly invite you to contact our customer service team directly. They will be able to review your case in detail, check the payment status, and guide you toward a solution.
We truly appreciate your feedback and remain here to assist you.
L’équipe Zooplus
I am a regular customer with zooplus…
I am a regular customer with zooplus and have an account. I spend alot of money on this site. However I am very unhappy with their customer service department. I received the wrong order and i sent two emails to customer services with no reply both times. I ordered Frontline for 20 kilo dog. I received frontline for 2 - 10 kilo dog. I have bought another pack from my vets now. So out of pocket 30 euros.
25 May 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for your loyalty and for taking the time to share your experience. We are very sorry to hear that you received the wrong product and that your requests to customer service went unanswered, leading you to make an additional purchase.
We completely understand your frustration, especially given the urgency and importance of using the correct product for your dog. Even when an order is fulfilled by one of our partners, your overall experience remains our responsibility, and you should always receive proper support in case of an issue.
Your feedback is taken very seriously and will be shared with the relevant teams to improve both communication and handling of similar cases. We encourage you to contact our customer service team again with your order details so your situation can be reviewed and a suitable solution explored.
We remain available to assist you and look into this matter together.
L’équipe zooplus
WHERE is the product
WHERE is the product. I demand a reimbursement for the items that failed to be delivered on the first delivery date given and which also failed to arrive on the second date given. You do not have the right to take money for deliveries that you cannot fulfil, and for which you make no follow up with a customer. A dreadful company and this is the 2nd review I am leaving. Disgusted and furious.
*******
In response to your reply, which I thank you for: You have not fully refunded me, you have kept the additional amount that I paid to "join" the zooplus club. Seeing as I won't be using you again, given the appalling customer service and lack of product, it is an insult that you feel justified in keeping this sum, and I request a full refund. Thank you
16 May 2026
Unprompted review
Reply from zooplus.fr
Hello,
Thank you for sharing your feedback. We fully understand how upsetting this situation has been, especially given the repeated delivery failures and the lack of clarity you experienced. We sincerely regret the frustration this has caused.
We would like to confirm that, following your exchange with our customer service team, the order in question was refunded on 27/05/2026. While this does not undo the inconvenience you went through, we hope this clarification brings some reassurance regarding the outcome.
Your comments are taken very seriously and highlight areas where improvements are clearly needed, particularly around delivery follow‑up and customer communication. We remain available through our customer service should you wish to review your case further.
Zooplus team
Brilliant 🤩 5*…
My dogs favourite food is natures menu freeze dried. It’s £25 a 625 bag zooplus even though they only do the lamb flavour on this offer I just got 3 bags for £40 which is an absolute bargain plus some rabbit ears again bargain. No problems witch delivery thing it took 2 days
4 May 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you so much for sharing such a positive experience with us. We’re delighted to hear that you found great value on the Nature’s Menu freeze‑dried range and that the offer made it even more worthwhile, even with a limited flavour selection. It’s also great to know the extra treats were appreciated and that delivery was quick and smooth.
Your feedback really means a lot to us and motivates us to keep offering attractive deals alongside reliable service. If you ever need anything or have questions about our range, we’re always happy to help.
L’équipe Zooplus
Delivery not acceptable to Point Relais.
for the third time in 2 weeks an order I made with Zooplus fr for home delivery has been sent to a Relais 5 kms away from my home with GLS.
I have complained and assured the next one will come to my home but today again the same thing happens.
They do reply and offer apologies but this is really not acceptable.
23 April 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for taking the time to share your experience. We’re truly sorry to read that, for the third time in such a short period, your home delivery has been redirected to a relay point far from your address despite your repeated complaints. We fully understand how frustrating and unacceptable this situation is, especially after having been reassured that it would not happen again.
While we appreciate your acknowledging the replies and apologies you received, we agree with you that apologies alone are not enough when the same issue keeps recurring. Reliable home delivery is an essential part of the service, and your feedback clearly highlights a breakdown with the carrier that should not be happening.
We remain available in private message to look into this situation in more detail and see how we can assist you further.
L’équipe Zooplus
The kibble has high quality ingredients…
The kibble has high quality ingredients and my dog seems to enjoy the taste but the bag size is quite small for the price. I also noticed the pieces are a bit too hard for older dogs to chew
9 April 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for taking the time to share your feedback. We’re pleased to hear that you appreciate the quality of the ingredients and that your dog enjoys the taste, as this is a key priority for us. We also understand your concerns regarding the bag size compared to the price, as well as the hardness of the kibble, which may indeed be less suitable for older dogs.
Your comments are valuable and help us better guide customers toward products that match their dog’s age and specific needs, including options that are easier to chew or available in different formats.
L’équipe Zooplus
they lie constantly and prepare the heaviest boxes
1. They lie when they sent the order. They send you an email saying the order is on its way, but it's only when they have created the ticket for the delivery company. This makes you think the order will arrive soon, but it won't.
2. They are unable to divide the order into reasonable packages. They will load your whole order in one box, they don't care if the box weights 31 kilos, they send it anyway regardless of the delivery guy that has to carry it, or if you have to carry it upstairs.
3. Because they put so much weight in the boxes, all the bags of food and/or litter inevitably break, so you receive a nice mix of whatever you order with spare cat food and/or cat litter
4. All of these have happened more than one time, but this last time was epic. On top of that, the order was 10 days late, AND they put the 96 small packs of wet food that I had ordered thrown randomly inside the 31 kg box. Am I supposed to count the 96 small bags? How am I supposed to store them if they didn't add the boxes of the packages?
It was too much, so I wrote a complaint to them, and they refunded me for the broken litter bags and to compensate for the messy 96 packs and the delay, they offered me a misserable 10% discount code, which is supposed to be in my Zooplus account, but is obviously not there, they just lied again.
29 March 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for taking the time to share your experience in such detail. We are truly sorry to read about the repeated issues you’ve encountered, from confusing shipping notifications to unsuitable packaging, damaged products, delivery delays, and the frustration caused by unclear or missing follow‑up on the compensation mentioned.
We understand how disappointing and exhausting this situation must feel, especially when these problems occur more than once and affect the storage and usability of essential products. This is clearly not the level of service we aim to provide, and your feedback highlights areas that require improvement.
To clarify the situation, including the missing discount code and the handling of your last order, we strongly encourage you to contact our customer service team directly. They will be able to review your case in detail and provide clear explanations. We also remain available in a private message if you would like us to look at this together and help facilitate the exchange.
L’équipe Zooplus
Not as good as it used to be
Not as good as it used to be, and now just as expensive as the pet store.
6 February 2026
Unprompted review
Reply from zooplus.fr
Bonjour,
Thank you for your message. We’re sorry to hear that your recent experience didn’t meet your expectations and that our prices feel less competitive than before. We understand how disappointing this can be, especially when you were previously satisfied with the value offered.
Your feedback is very important to us and helps us improve both our pricing and overall service.
Zooplus Team
6 year+ Customer, very happy!
I love Zooplus, I order for my 3 large dogs & 2 outdoor cats every month and have never had an issue. On maybe 3 occasions I've had delivery company issues which Zooplus were extremely helpful with and resolved.
I receive points on my orders with which I save and treat my pets to Christmas gifts each year (free gifts, unbelievable!). I also get occasional free gifts such as towels, pillows, umbrellas... Very cute!
The prices are better than stores, there's always plenty of offers, packaging is strong, delivery is quick.
I feel part of a club, and the free gifts remind me of the 80s & 90s when companies used to do that, it's rare now and feels very generous and kind, not like other companies that don't wish to share anything with their customers.
For as long as I have pets I'll be a Zooplus customer!
4 January 2026
Unprompted review
Reply from zooplus.fr
Hello,
Thank you so much for your amazing feedback! We’re delighted to hear that you’ve had such a positive experience with Zooplus over the years. It’s great to know that our products, offers, and loyalty program make a real difference for you and your pets.
We’re happy that you enjoy the free gifts and the feeling of being part of our community – that’s exactly what we aim for! Your trust and loyalty mean a lot to us, and we’ll keep working hard to provide the best service possible.
For as long as you have pets, we’ll be here for you!
The Zooplus Team
After a delivery issue with Evri
After a delivery issue with Evri , zooplus replaced my missing dog food .
Contact via emails was good , and finally the missing parcel turned up almost a month later . Thanks for your service zoo plus !!
19 December 2025
Unprompted review
Reply from zooplus.fr
Thank you for sharing your experience!
We’re sorry for the initial delivery issue, but we’re glad our team could assist you promptly and provide a solution. It’s great to hear that the missing parcel eventually arrived and that you appreciated our email support. Your trust means a lot to us—thank you for choosing zooplus!
DO NOT BUY FROM THIS COMPANY.
DO NOT BUY FROM THIS COMPANY.
I have now had 3 deliveries not arrive on zooplus France. I am 200 euros out of pocket. Buy from this company at your risk
27 August 2025
Unprompted review
Reply from zooplus.fr
Bonjour,
Nous vous remercions pour votre retour et sommes sincèrement désolés pour les désagréments que vous mentionnez. Après vérification dans notre système, il semble que l’ensemble de vos colis ait bien été livré. Afin de mieux comprendre la situation et de vous apporter une solution adaptée, nous vous invitons à nous transmettre davantage de détails (numéros de commande, dates de livraison, etc.) en contactant directement notre service client.
Soyez assuré que nous mettons tout en œuvre pour clarifier rapidement ce dossier et garantir votre satisfaction.
Avec toutes nos excuses renouvelées,
L’équipe zooplus
La litière pour chat que j'ai commandée…
La litière pour chat que j'ai commandée était en rupture de stock, mais ils m'ont prévenue dès qu'elle était de nouveau disponible. Je l'ai commandée un mardi et elle a été livrée le jeudi. Les frais de livraison étaient très raisonnables pour un colis aussi lourd (24 kg). La livraison GLS a été excellente.
The cat litter I ordered was out of stock but they let me know as soon as it was back in stock. I ordered it on a Tuesday and it was delivered on Thursday. And a very reasonable delivery charge for a parcel so heavy (24kg) GLS delivery was excellent.
21 August 2025
Unprompted review
Points bonus
Très déçu, quand on a souscrit à la formule zen, on ne peut pas utiliser les points bonus mais on continue à les accumuler ! C'est vraiment aberrant
13 August 2025
Unprompted review
I will never order on Zooplus again. Do not recommend!
I have ordered a few products for my dog and I'm very surprised to get no news nor tracking email regarding this order. We are now 5 days later and I haven't received anything yet nor info about the parcel. 've just called the customer service and I will never order on Zooplus anymore. The lady was impolite and not helpful at all. Very bad experience.
6 June 2025
Unprompted review
I order 10 days ago
I order 10 days ago. Still no dog food. Customer service zooplus france is hopeless. I will be ordering with Brekz .
24 April 2025
Unprompted review
false advertising + dishonest communication
Considering this website sells essential items such as food for specific dietary needs, they have absolutely no excuse to constantly be late, and not a little late but VERY late, with shipping said orders.
They systematically lie about having shipped so they can pretend they were on time : 5 days after receiving a shipping notification, tracking still shows they haven’t handed it to the courier yet. And this is for every order I have made in the past 2 years.
If their site is as successful as they claim, they surely can hire more staffers to ship on time. Dog knows they make enough profit seeing how the prices have doubled since Covid.
Add to that the fact that the customer service is subpar, that the merchandise often arrives damaged due to lack of padding, and the horrible quality of most of their accessories (do NOT order a harness or a leash from there, it will break and endanger your pet !), there is absolutely no reason to shop from them. This company is a typical example of ensh!ttification.
14 April 2025
Unprompted review
The fact that they won't send you a…
The fact that they won't send you a remindert when a order is coming up is not acceptable. I received a mesage : your oder has been confirmed... Hmm which order? Reminder first rather than seeing that i'm being charged of 95€.
Transparency is key
21 March 2025
Unprompted review
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