Since years now I order for my five dogs food at zooplus. Sadly I must notice that the quality and the service goes down!!! Parcels are damaged because of the weak wrapping. Sadly you do not... See more
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Love this store! We've recently adopted two kittens and ordered a cat tree from Zooplus, and it's their favorite item at home now. After our successful purchase, we went ahead and ordered a lot of foo... See more
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I order the food for my dog and it's never arrived and the company which delivered it, it's not able to find the place who exist. It was send back in Spain. I allready send you a message concerting th... See more
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We have been using Zooplus for approx. 6 months and have found there service and prices to be excellent. They also offer various good promotions throughout the year which we have used to purchase for... See more
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O melhor para si e para o seu animal de estimação! Na zooplus encontrará uma vasta gama de produtos sempre a preços baixos. Temos mais de 8.000 produtos de qualidade em stock que podemos enviar-lhe hoje mesmo. Poderá beneficiar-se de uma empresa com mais de 20 anos de experiência na área dos animais: seja em comida ou acessórios, a zooplus oferece as melhores marcas e produtos de qualidade a preços imbatíveis. Como somos uma empresa 100% online, podemos concentrar-nos totalmente em facilitar-lhe as compras do dia a dia: só tem de escolher o produto que deseja, encomendar na nossa loja e enviaremos diretamente a sua casa.
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3.5
Average
635 reviews
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Zooplus relax has not been working for…
Zooplus relax has not been working for the past 4 months or more
They said there were going to look into it but it still not working - is this a joke ?
1 June 2026
Unprompted review
Reply from zooplus.pt
Hello Serena,
We're sorry to hear that you've been experiencing issues with zooplus Relax for such a long time and understand how frustrating this must be.
If the problem is still ongoing, we kindly ask you to contact our Customer Care team again so that we can review your case in detail and investigate what is happening. We would be happy to assist you further.
Thank you for bringing this to our attention.
Kind regards,
The zooplus team 🐾
Quality of delivery is bad
Since years now I order for my five dogs food at zooplus.
Sadly I must notice that the quality and the service goes down!!!
Parcels are damaged because of the weak wrapping.
Sadly you do not get a notice that the sending were stopped. You have to find out in your own.
Tins in multipacks are badly damaged.
After payment the sending does not take place. The customer service cannot help.
I have to find another dog food delivery
4 August 2026
Unprompted review
Reply from zooplus.pt
Hello Petra,
thank you for taking the time to share your feedback and for your loyalty over the years as a customer for your five dogs.
We are sorry to hear that your recent experiences have not met your expectations. We understand how disappointing it can be to receive damaged parcels, products in poor condition, or to face uncertainty regarding the status of an order.
Your comments are important to us and help us identify areas where we need to improve. We appreciate you bringing these concerns to our attention.
Kind regards,
The zooplus Team 🐾
I order the food for my dog and it's…
I order the food for my dog and it's never arrived and the company which delivered it, it's not able to find the place who exist. It was send back in Spain. I allready send you a message concerting the situation and no answer.
17 July 2026
Unprompted review
Reply from zooplus.pt
Hello Margarete,
thank you for taking the time to share your experience.
We are sorry to hear about the difficulties with the delivery of your order, especially as it concerns food for your dog. We understand how frustrating it can be when a package is returned and you do not receive the information or support you expect.
Our Customer Care team would be happy to review your case. If you have already contacted us, please send us your order details via private message so that we can look into the situation further.
Kind regards,
The zooplus Team
Delivery is reliable and a good price for the food
Good value for your money
1 June 2026
Unprompted review
Reply from zooplus.pt
Hi Michael,
thank you very much for your feedback. We’re glad to hear that you find our prices competitive and our delivery service reliable.
We’ll continue working to offer you great value and a smooth experience every time you shop with us.
Best regards,
The zooplus team
Damaged canned food - no response.
I’ve ordered canned food, dry and other merchandise. On the last two order of canned food, several cans were deformed; at least one can was badly damaged it opened. I followed their direction to file a complaint, requested a credit for two cans but never received a reply. I placed the complaint two weeks ago.
I will not use Zooplus anymore. I’d rather go to a pet supply store to purchase my dog’s food.
20 March 2026
Unprompted review
Reply from zooplus.pt
Hello CJ,
We’re very sorry to hear about your experience and fully understand how concerning it is to receive damaged canned food, especially when you already followed the complaint process and didn’t get a response. This is certainly not the level of service we want to offer, and we sincerely apologise for the frustration caused.
We have received the details of your order, and our customer service team will contact you directly to review what happened and make sure this is properly resolved.
Kind regards,
The zooplus team
No home delivery anymore, ONLY pickup locations
Attractive prices, but service has significantly degraded over the past months.
Zooplus.pt seems to rely on GLS for deliveries, and in my case, home delivery is no longer respected. Parcels are systematically redirected to pickup points without any real delivery attempt, even when I am present at home.
This is not an isolated issue — it has happened repeatedly on the following dates:
22 June 2025
09 July 2025
29 September 2025
10 October 2025
13 October 2025
25 October 2025
18 December 2025
28 December 2025
04 January 2026
19 January 2026
21 January 2026
20 March 2026
I contacted zooplus.pt several times, but never received any response.
As a result, I now have no choice but to switch to another supplier that actually delivers to my home.
6 April 2026
Unprompted review
Reply from zooplus.pt
Hello Joao,
We’re very sorry to read about your repeated delivery experience and fully understand how frustrating it is when home delivery is not respected, especially after it has happened on multiple occasions. This situation does not reflect the service we aim to provide.
We would like to inform you that we have previously sent you a message requesting further details to review your case, but unfortunately we did not receive a response. For this reason, and so we can properly check what is happening with the carrier and your deliveries, we kindly ask you to contact our customer service team directly through the available support channels.
Kind regards,
Your zooplus team
Great delivery people. THANK YOU
Order was delivered with very good thinking from the delivery person who spoke with a neighbor and came up with a great solution. Thank you very very much. My cats are happy. Delivery in Portugal can be challenging. A smart delivery person makes all the difference. Thank you!
15 December 2025
Unprompted review
Reply from zooplus.pt
Hello Michael,
We’re very sorry for the frustration this has caused. We understand how important timely delivery is and regret that your experience hasn’t met expectations. Please contact our customer care team so we can review your order and find the best solution as quickly as possible.
Best regards,
The zooplus team
Awful service!!!
Awful service!!!
After six days waiting for my delivery they just send to my address 1 of the 6 items I purchased and they asked me to pick up the rest in an agency.
12 December 2025
Unprompted review
Reply from zooplus.pt
Hello Adriana,
We’re very sorry for the inconvenience. This is not the experience we want for our customers. We understand how frustrating it is to receive only part of your order and then be asked to collect the rest. Please contact our customer care team so we can review your case and find the best solution for you as quickly as possible.
Best regards,
the zooplus service team
Nice website but poor delivery service…
Nice website but poor delivery service from GLS
9 December 2025
Unprompted review
Reply from zooplus.pt
Hello Pierre,
Thank you for sharing your feedback with us. We’re happy you like our website, but we’re sorry to hear about the delivery experience with GLS. We’ll make sure to review this internally to improve the service.
If you need assistance with your order, please contact our customer care team – we’re here to help.
Best regards from the zooplus team
It's been 7 days
It's been 7 days my order seems to not even have been given to GLS and I've found no contact email on the Web page. Do not trust this Web page might be a scam.
I'm updating my review, since I got an email back and it seems magically the order was delivered to GLS after sending my email to customer support on Saturday.
It's supposed to arrive today.
Still no news of the order it's delayed 2 days now.
The GLS shop in my area that is indicated on the Web page does not exist. My order is now lost and I have lost all my money. I have no support, neither from GLS neither from zooplus.
29 November 2025
Unprompted review
Reply from zooplus.pt
Dear Sofia,
Thank you for your update and for sharing the details with us. We’re truly sorry for the inconvenience caused and understand how frustrating this must have been. Our Customer Care team is currently reviewing your case, and we’ve received the information you sent regarding your order.
Please rest assured that we’re doing everything we can to ensure your delivery arrives as expected. If you have any further questions or need assistance, feel free to reach out to us.
Thank you for your patience and understanding.
Your zooplus team
Back to 5* again.
This is my 3rd review for this company. The last was low scored due to the courier used. This situation has now been resolved and I reinstate the 5* service I initially gave. End-to-end process is very good and prices are competitive.
6 November 2025
Unprompted review
Reply from zooplus.pt
Hi Barrie,
Thank you so much for updating your review and restoring the 5⭐ rating! We’re delighted to hear that the courier issue has been resolved and that you’re happy with the overall service and competitive prices.
Your feedback means a lot to us and helps us keep improving every step of the way. We look forward to continuing to provide you and your pets with the best experience possible!
Best regards,
The zooplus Team
Good seller with excellent support
Not always the lowest prices, but excellent support.
22 September 2025
Unprompted review
Reply from zooplus.pt
Thank you very much for your feedback, Filipe! We’re delighted to know that you value our support and service. Your satisfaction is very important to us, and we’re always here to help whenever you need it. 💚
Paack Do not Deliver ! No Support, No order
Paid for order on 02/07 and it’s now 18/07 and still no sign of it. They’ve started to use ‘Paack’ couriers which are truly awful. Apparently, they lost the first package sent out by Zooplus and the second one is on its way but, who knows when that will be delivered.
Paack send you emails nearly every day saying ‘delivery in progress’ and will be between 09:00 - 22:00. You wait all day and night for nothing - there’s an update then on link saying ‘they couldn’t locate’ or ‘attempted delivery at 22:45’ or ‘problem with logistic transportation’. Such a waste of your valuable time
Eventually, you realise their notifications of delivery are useless (they never phone). Previously, Zooplus used GLS and we never had an issue….despite telling them this they still sent second package out by ‘Paack’.
Terrible service for someone who has used for several years for bulk purchases. Despite multiple emails requesting help to confirm delivery - I only get ‘we’re sorry and will chase courier’ but no one updates me.
Update 18/07: In desperation, and not having a response despite Zooplus update below, I have phoned Zooplus to find out where the 2nd delivery sent out is coming - only to be told it was NEVER ordered - despite my request last week (so how could Paack say they were delivering yesterday?)
Daniela from Zooplus has apologised again and says she will order now and follow it up. Again, I have requested they do not use Paack but she says they cannot guarantee that. We will go out today and buy more supermarket cat food in the interim.
Update 19/07: Paack delivered package this morning
2 July 2025
Unprompted review
Reply from zooplus.pt
Hi Steve Mack,
We’re truly sorry for the inconvenience and frustration caused by the delivery issues you’ve described. We understand how important it is to receive your order reliably—especially when you’ve been a loyal customer for years 🐾.
We’re currently reviewing the situation with Paack and working to improve communication and delivery accuracy. Your feedback is extremely valuable and helps us push for better service.
Please don’t hesitate to contact us by phone so we can assist you directly and resolve this as quickly as possible.
With best regards,
Your zooplus team 🐶🐱
Did not follow EU online sales regulations
I ordered over 250 euros of veterinary food for my elderly dog. The delivery service GLS let us down, even though we opted to collect 57 cans from a parcel shop. When the food did not arrive by the 'at the latest delivery date' I had to travel to another city to purchase specialist food from a shop. When I contacted Zooplus.pt to cancel the order still within 14 days of order they tried to get us to wait for delivery. We refused and asked for cancellation, they said they did, but then did not, asking us to collect the order once it had been delivered. Again we said we had cancelled and expected a refund. They said we must wait until the delivery had returned the goods to them. This is not in line with EU regulations on online sales. Eventually we got a refund. I have to say, I expected a company of this size to at least know and follow the regulations. I feel we were lied to and will never use this company again. I suggest to avoid and use Kiwoko or Tiendanimal instead.
18 June 2025
Unprompted review
Reply from zooplus.pt
Hi,
We’re truly sorry for the inconvenience you experienced, especially given the importance of the product for your dog’s health 🐾. We understand how frustrating delivery delays and communication issues can be.
We’d like to clarify that while our standard return process includes issuing refunds once the parcel is returned to our warehouse, we always aim to handle each case as swiftly and fairly as possible, in line with EU online sales regulations.
We regret that this situation affected your trust in us. If you’d like us to review your case further, our customer care team is here to help.
Kind regards
👎👎👎👎
I regret to share a negative experience with this store. I have placed several orders in the past, and while delivery occasionally had minor delays, it was generally reliable. However, my current order has been delayed for 12 days, despite my credit card being charged and receiving an order confirmation.
I have reached out via email twice but have only received automated responses, which is quite disappointing. Since the store guarantees a delivery time of 3-5 days, I had planned accordingly, and this delay has left me in a difficult situation. I now need to place an urgent order elsewhere to ensure my dogs receive their food on time.
I sincerely hope to receive my order soon, but unfortunately, this experience has led me to reconsider using Zooplus in the future.
11 February 2025
Unprompted review
Reply from zooplus.pt
Hello,
We’re truly sorry for the inconvenience caused and understand how frustrating this situation must be, especially when it impacts your pets. We deeply regret the delay in your order and the lack of proper communication.
This is not the experience we aim to provide, and we apologize for falling short. We are reviewing what went wrong to ensure this doesn’t happen again and to improve our service.
We genuinely hope to regain your trust and will do our best to ensure your current order is delivered as soon as possible.
Thank you for your patience and understanding.
Best regards,
zooplus service center
Zooplus has a terrible deliver servive
Zooplus has a terrible delivery service. The last order did not arrive at its destination and I had to ask for a refund. Unfortunately the refund takes a long time to be processed, I haven't received it yet. I do not recommend this store.
30 January 2025
Unprompted review
Reply from zooplus.pt
Hello! We’re really sorry to hear about the issue with your order and the delay in processing your refund. This is certainly not the experience we want to provide. We understand your frustration and appreciate your patience as we work to resolve this.
Please feel free to contact our customer service team for an update on your refund. We’ll do our best to expedite the process and make sure this is sorted out as quickly as possible.
Thank you for sharing your feedback. It helps us improve, and we hope to regain your trust in the future.
Unresponsive support
I was using zooplus since 2018, and I was very happy customer. Unfortunately, their support is unresponsive for 12 days, my cats are hungry, and delivery company they are using is refusing to deliver cat food to my apartment. The subscription service promising me regular food deliveries called Zooplus Relax is definitely not relaxing.
22 January 2025
Unprompted review
Reply from zooplus.pt
Hello Krzysztof,
We are truly sorry to hear about the difficulties you’ve faced with both the support and delivery service. We completely understand how stressful this must be, especially when your cats’ needs are not being met. This is certainly not the level of service we aim to provide.
We deeply regret the lack of communication and the issues with the delivery company. Please know that we take your concerns seriously, and we will work to improve both our customer support and delivery processes moving forward.
Thank you for your feedback, and we sincerely hope to regain your trust.
Kind regards
I ordered and paid for 2 15kg bags of…
I ordered and paid for 2 15kg bags of dog food two weeks ago (Portugal). I sent a message through their website last week and another this week. no response and no food. I also sent an email to their delivery partner last week. Same result. No food, no response and no refund. Zooplus needs to address such poor customer services.
8 January 2025
Unprompted review
Reply from zooplus.pt
Hello Rhys Williams],
We are truly sorry for the inconvenience caused by the delay in receiving your order and the lack of communication. We understand your frustration, especially after multiple attempts to contact us without any response. This is not the service we strive to offer.
We sincerely apologize for the poor customer service you’ve experienced. We will take your feedback into account to improve our processes and ensure this doesn’t happen again in the future.
Kind regards
Great experience
I've been buying my cat food from Zooplus.pt for 2½ years now without a problem. Prices are lower than in shops, and they have better choice and quality. Delivery is fast.
20 December 2024
Unprompted review
Reply from zooplus.pt
Hi Thomas,
Thank you so much for your kind words and for being a loyal customer for the past 2½ years! We’re thrilled to hear that you’ve had a great experience with our prices, product selection, and fast delivery. Your satisfaction means a lot to us, and we look forward to continuing to serve you and your cat in the future.
Best regards
Bring back the Zooplus Points Scheme
I have been a customer since 2015 (UK) and PT since 2019. The range of products is good, and prices are very competitive. However, since PT introduced their "Zooplus Relax" scheme in favour of the Zooplus points I am not a fan. The scheme is confusing, often better deals are found in the store as a regular purchase. And I liked the Zooplus points to save up for "goodies" which I donated to my local vet for the street animals, or the points to an animal charity in Portugal.
So overall it is okay but please bring back the Zooplus points, like the rest of EU Zooplus have!
30 October 2024
Unprompted review
Reply from zooplus.pt
Hello,
Thank you for your loyalty and for being with us since 2015 in the UK and 2019 in Portugal! We’re thrilled to hear you appreciate our range of products and competitive prices—your satisfaction means a lot to us.
We understand your concerns regarding the Zooplus Relax scheme and the discontinuation of the Zooplus points system in Portugal. Many customers, like you, valued the points program, not only for personal benefits but also for its ability to contribute to causes that matter, such as supporting local vets and charities.
Your feedback regarding the clarity and value of the Zooplus Relax scheme is important, and we’ll share your thoughts with the relevant teams to help us improve the program. Meanwhile, we are always looking for ways to better serve our customers, and suggestions like yours are invaluable as we evaluate future enhancements to our offerings.
Thank you for sharing your experience and for your kind-hearted support of animal welfare. If there’s anything we can assist you with, please don’t hesitate to reach out.
Best regards,
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