zooplus.com Reviews 

Reply from zooplus.com

3 days ago

Hi Banaynay,

Thank you for taking the time to share your experience. I'm very sorry to read how frustrating this situation has been, particularly as you mention having cancelled your zooplus Repeat subscription multiple times and even received confirmation that it had been stopped. It is very odd that that’s happening and it would be great if you could allow us to look at that matter into details and resolve it for you.

Unfortunately, I haven't been able to identify your account from the information available on Trustpilot, which means I'm unable to investigate the subscription status or discuss any order details here publicly. With your kind help, it would be greatly appreciated if you could contact our customer care team via https://www.zooplus.com/contact_form/ so that we can fully review what has happened and work towards putting things right. As I often mention in replies to fellow Trustpilot reviewers, that is really the only way we can securely access your account and provide direct assistance.

If you have already been in touch with our support team, please feel free to reply to your existing correspondence and mention this Trustpilot review. Doing so helps us identify and prioritise the case more quickly. Alternatively, you can also contact us by telephone on +44 186 595 13 03.

Thank you again for bringing this matter to our attention. I sincerely hope we'll have the opportunity to investigate this properly and assist you through our official support channels.

Team zooplus

Reply from zooplus.com

Aug 6, 2026

Hi Serena,

Thank you for taking the time to share your feedback. I’m very sorry to read that zooplus Relax has not been working for such a long time and that, despite reporting the issue several months ago, you still have not seen a resolution. I completely understand why this would be so frustrating.

Having reviewed your details in our system, I can see that you have already raised this concern with us.

As we’re unable to discuss account-specific information publicly on Trustpilot, I will make sure your feedback is highlighted internally so that the matter can be reviewed again and we will communicate with you via our official channels.

Thank you for bringing this to our attention. We genuinely appreciate your patience and the opportunity to improve, and we hope to restore your confidence in our service.

Team zooplus

Reply from zooplus.com

6 days ago

Hello Mrs Winson,

Thank you for taking the time to share your detailed feedback. It's wonderful to hear that your cats have enjoyed the Gingerbread Cat Tree for so many years that they wore the previous one out through good use! 😺 I'm also pleased that the assembly was straightforward and that you were able to keep some parts from the old tree as handy spares.

I appreciate your comments regarding the delivery experience.

Thank you again for your continued trust in zooplus, and here's hoping the new cat tree provides many more years of climbing, scratching and cosy cat naps.


Team zooplus

Reply from zooplus.com

Aug 4, 2026

Hi Maria,

Thank you for taking the time to share your experience. I’m very sorry to read about the difficulties you’ve faced, and especially that after more than two years as a customer, you felt let down at a time when you needed support.

I can also appreciate how disappointing it must have been to be passed between different support channels while still feeling that your concerns were not being fully addressed.

Some of our initial replies are generated by an AI system, designed to provide quick assistance for common queries. I wonder whether this may have contributed to the feeling that your situation was not being handled properly. When an automated response does not solve the issue, replying to it should ensure the case is escalated to a member of our customer care team for personal assistance.

In any case, with your kind help, it would be great if we had the opportunity to fully review your case and make things better.

Unfortunately, I haven’t been able to identify your account from the details available in your review. As Trustpilot is a public platform, I’m unable to investigate or discuss order-specific information here. If you could contact our customer care team via https://www.zooplus.com/contact_form/ or follow up on any existing correspondence, that will be the best, and really the only, way for us to review what has happened and assist further. If you do get in touch, please mention your Trustpilot review so that your case can be identified and prioritised more quickly.

Thank you again for bringing this to our attention. Your feedback is important, and I’m sorry that your recent experience has left you reconsidering a service that had worked well for you in the past.

Team zooplus

Reply from zooplus.com

Aug 4, 2026

Hi Adrian,

Thank you for taking the time to share your experience. I'm genuinely sorry to read that the last several deliveries you've received have been affected by delays, and I completely understand why this has left you feeling disappointed and ready to look elsewhere.

What concerns me most is that this appears to have happened repeatedly rather than being an isolated issue. While our standard delivery timeframe is generally longer than 1–2 days, https://support.zooplus.co.uk/en/support/solutions/articles/76000049298-when-will-my-parcel-be-dispatched-, with faster delivery options available https://support.zooplus.co.uk/en/support/solutions/articles/76000049293-can-my-order-be-dispatched-on-a-specific-day-, I completely understand how disappointing it must be when deliveries consistently arrive several days later than expected, particularly when the explanations provided seem inconsistent.

Unfortunately, I haven't been able to identify your account from the information available on Trustpilot. As this is a public platform, I’m unable to investigate individual orders or discuss account details here. Please, if you could still be willing to give us the opportunity to look into this further, please contact our customer care team via https://www.zooplus.com/contact_form/. If you've already been in touch with support, you're very welcome to continue that conversation. In either case, please mention your Trustpilot review when contacting us, as that helps us locate and prioritise the matter more efficiently.

I'm sorry that we've left you with this impression of our service, and I do appreciate you bringing these recurring issues to our attention.

Team zooplus

Reply from zooplus.com

Jul 23, 2026

Hi Chontelle,

Thank you for taking the time to leave your review. I'm very sorry to hear about the experience you've had with this order and can completely understand why you would feel frustrated.

As I have been able to locate your details in our system, I will ask our customer care team to follow up via our official communication channels as we cannot discuss publicly individual instances here on Trustpilot.

I'm sincerely sorry for the inconvenience caused and for the loss of confidence this has understandably created. Thank you again for bringing this to our attention.

Team zooplus

Reply from zooplus.com

Jul 16, 2026

Hi Charlie,

Thank you for taking the time to share your experience. I’m very sorry to read about the issues you encountered with your Repeat Delivery order: I can completely understand how frustrating it must have been to have to repeatedly chase updates yourself and then be offered a replacement delivery so much later, particularly when you were relying on a subscription service for a new puppy's food.

What concerns me most, in fact it does surprises me, is your feedback about the lack of follow-up after your contacts with our customer care team. Regardless of the delivery issue itself, you should have felt supported and kept informed throughout the process, and I am sorry that this was not your experience. It would be great if we could investigate that in details and your help for that would be very much appreciated.

Unfortunately, I’ve been unable to locate your account using the information visible here. As Trustpilot is a public platform, we’re not able to investigate individual orders or discuss account-specific details publicly. If you are willing, could you please get in touch with our customer care team via our contact form - https://www.zooplus.com/contact_form/? That remains the best — and really the only — way for us to review what happened and see whether there is anything further we can do to assist. If you already have an open case with us, please feel free to reply to that correspondence instead. In either case, mentioning your Trustpilot review will help the team identify and prioritise your enquiry more quickly.

I am genuinely sorry that this experience has led you to cancel your Repeat Delivery service, and I appreciate you bringing these concerns to our attention.

Team zooplus

Reply from zooplus.com

Jul 16, 2026

Hi Judith,

Thank you for taking the time to leave your review, and please accept my apologies for the delayed response.

I’m sorry to hear that your recent orders have taken significantly longer to arrive than you had come to expect from us. I completely understand how frustrating it must be to wait for an order containing essential pet food, especially when you've been forced to purchase additional supplies elsewhere because your delivery had not even reached the final delivery stage.

I can also appreciate why this has led you to question the courier service being used. While delays can occasionally occur for a variety of reasons, that doesn't change the inconvenience caused when orders arrive much later than expected or, as in one of your cases, fail to arrive altogether and need to be resent.

Unfortunately, I wasn’t able to identify your account from the information available on Trustpilot. As this is a public platform, I’m unable to review order-specific details or investigate what happened with your deliveries here. If you could contact our customer care team through our contact form - https://www.zooplus.com/contact_form/ - we would be able to look into this properly. If you have already been in touch with support, please feel free to continue that conversation. In either case, mentioning your Trustpilot review will help us locate and prioritise your enquiry more quickly.

Thank you again for sharing your experience. Feedback regarding delivery performance is extremely valuable, and I will ensure your comments are taken seriously.

Team zooplus

Reply from zooplus.com

Jul 16, 2026

Hi Marco,

Thank you for taking the time to share your experience, and please accept my sincere apologies for the very late acknowledgement of your review.

I am genuinely sorry to read about the situation you describe. If the parcel was marked as delivered despite not being received, and especially if the proof of delivery contained details that did not match your address, I completely understand why this would have caused such frustration and concern.

Unfortunately, I have not been able to identify your account from the information available on Trustpilot. As this is a public platform, I am unable to investigate order-specific details or discuss them here for privacy and security reasons. If you have not already done so, could I kindly ask you to contact our customer care team via https://www.zooplus.com/contact? If you are already in touch with our support team, please feel free to reply to the existing correspondence. In either case, please mention your Trustpilot review, as that helps us prioritise your case and review it more efficiently.

I appreciate how disappointing this experience has been, particularly when you feel your concerns have not been properly addressed. I would welcome the opportunity for our team to review the matter again through the appropriate support channels.

Thank you for bringing this to our attention.

Team zooplus

Reply from zooplus.com

Jul 16, 2026

Hi Jhon,

Thank you for taking the time to leave a review, and please accept my apologies for the slow acknowledgement of your feedback.
I'm sorry to read that your experience left you feeling you had to wait far too long for your order. We fully understand how frustrating that can be, especially when you're relying on a delivery for your pet's essentials.

Although you mention the German storefront, I’d like to briefly clarify that zooplus has its headquarters in Germany while serving customers across the EU through localised websites and a network of local warehouses. Orders placed via our country-specific sites are handled through this wider European operation.


If you haven't already done so, please contact our customer care team via our contact form. That remains the best — and really the only — way for us to look into what might have happened with your order and assist you directly. If you’ve already been in touch with support, please feel free to follow up on your existing case and mention your Trustpilot review, as this helps us prioritise and locate the matter more quickly.

Thank you again for sharing your experience.

Team zooplus

Reply from zooplus.com

May 22, 2026

What a joy to read this — and apologies for the late reply.

I’m genuinely delighted that every step, from finding us on Google to delivery in the Netherlands, exceeded your expectations. Hearing such positive feedback on the quality of the bird food, the packaging, and our communication means a great deal, especially given the care that goes into each order.

Thank you for taking the time to share your experience and for recommending us so warmly — that kind of word of mouth really matters.

Team zooplus

Reply from zooplus.com

Mar 9, 2026

Hi Damien,

I’m genuinely sorry to read about this experience, and even more so to be coming back to you long after your review was posted.

I’ve checked for your details, but I’m afraid I couldn’t locate an account, so I’m unable to look into what happened with your original query.

For privacy and security reasons, we can’t look into individual cases on Trustpilot, but if you could kindly get in touch with our customer care team, we’ll be able to investigate properly and clarify exactly what happened. You can reach us via:
https://www.zooplus.com/contact_form/

If you’ve already contacted support, please feel free to follow up and mention your Trustpilot review — it helps us prioritise your case quickly.

Thank you for taking the time to flag this, and again, I’m very sorry that this has been your recent experience with us.

Team zooplus

Reply from zooplus.com

Mar 5, 2026

I’m really glad you shared this, Kara — and sorry it took me a bit to come back to you.

Hearing that our team turned a disappointing item into such a positive experience means a lot. The donation option is something we believe in deeply, and I’m delighted that it came across as generous and helpful.

Thank you for taking the time to spread the word — it truly makes a difference.

Team zooplus

Reply from zooplus.com

Jan 30, 2026

Hi S,

Thank you for taking the time to share your experience today, and I’m truly sorry for the stress and inconvenience this has caused you and your cat. No one should be left worrying that their pet might run out of food because of a delivery issue, and I can completely understand your frustration after needing to drive an extra 16.5 km to buy food yourself.

What surprises me the most is what you are reporting about obtaining an incorrect set of information from us or our service partners, and that's something that, of course, we want to investigate thoroughly.

I’m also sorry that your interaction with our colleague left you feeling that your concerns weren’t properly understood. I can’t discuss individual team members here, but I do take this kind of feedback seriously, and I’ll ensure it’s used for coaching so that advisors provide accurate, transparent information and show more empathy in situations like yours.

I’ve tried to locate your account based on the details in your review, but I haven’t been able to identify your order. As Trustpilot is a public platform, I’m not able to look into specific account or order information directly here. If you could please get in touch with our customer care team via the contact form on the zooplus.com website, or follow up on existing communication, and mention this Trustpilot review, we’ll be able to check exactly what happened with your shipment and make things right. If you prefer, you can also safely add your customer or order ID in an update to your review so that we can find your details more easily.

I’m genuinely sorry that your recent experience has led you to lose trust in us, especially when the order was for something as essential as your pet’s food. I hope you’ll give us the opportunity to investigate this properly and restore your confidence in our service.

Reply from zooplus.com

Jan 30, 2026

Hi Alan,

So sorry you had to add your review a second time on our zooplus.com profile here.

As advised on the one you added on our zooplus.co.uk profile:

"Thank you for taking the time to share your experience — and I’m very sorry to hear what has happened with your recent order. I completely understand how worrying it must feel when you’ve paid for dog food, been reassured multiple times that it’s on its way, and still end up without your parcel or clear answers.

It’s especially surprising to hear that our assistance has not been effective and of course we would very much like to rectify that.

I’ve checked, but unfortunately I wasn’t able to locate your details in our system based on the information provided here. As we can’t access or resolve individual cases publicly on Trustpilot for privacy reasons, could I kindly ask you to contact our customer care team via https://www.zooplus.co.uk/contact_form/ or follow up on any existing email, and reference your review? Alternatively, you’re welcome to share your order number here, as that is safe to do, and it will allow us to investigate what happened with your parcel.
Once we have your details, I’ll be more than happy to look into this occurrence in details for you.

Thank you again for flagging this — your feedback is incredibly important, and I truly hope we can sort this out for you and restore your confidence in us."

Reply from zooplus.com

Updated Jan 16, 2026

Thank you so much for your lovely message, Silvija — and my apologies for the very late reply. It’s wonderful to hear that your cats get so excited when a zooplus box arrives; that absolutely made our day. We’re truly grateful for your trust and for recognising the care we put into our products and deliveries. Thank you again for sharing the joy and for spreading the word.

Reply from zooplus.com

Aug 1, 2025

Hi Diana

Thank you for taking the time to share your feedback. I am truly sorry to hear about the difficulties you've experienced with deliveries and billing, and it is of paramount importance for us that we rectify things for you.

As your experience relates to our Spanish store, and since we are not able to provide you with assistance here on Trustpilot for security and privacy reasons, if I can ask you to very kindly to get in touch with our dedicated zooplus Spain customer service team, that would be great.

You can reach them via our contact form at: https://support.zooplus.es/es/support/tickets/new.

Thank you again for your past loyalty, and we hope to have the chance to restore your trust.

Reply from zooplus.com

Updated Jul 31, 2025

Hi Eddie,

Thank you very much for sharing that information with us and sorry for wasting so much of your time - I can see that you use our IT shop on zooplus.it and also see that our Italian support team have been taking care of your query over the past couple of days.

Should you have more questions for us, please, do continue using that email thread on zooplus.it and our support team will look after you.

Thank you.

Hi Eddie,

Thank you so much for sharing your update and please forgive me for coming across as offensive in my previous response - the choice of word obviously was not great and I literally meant that the outcome of the delivery was messy.

Please, if you could share, here on Trustpilot, an order ID reference number from your account, something that is safe to do publicly, as that will allow us to go back to your details in our system and we will take it from there.

Once shared, you may not hear back from us today, but tomorrow without doubts.

Thank you again for your patience.


Hi Eddie,

Thank you very much for taking the time to share your feedback with us and, from what I gather, it sounds like your recent deliveries have been subject to a very confusing outcome.

I was not able to fully understand whether, when mentioning that you had reported the incident, you contacted our, zooplus, customer support team or maybe our delivery partner's or PayPal's.

Some of our initial replies are generated by an AI system, designed to offer quick answers to common queries and save you time. I wonder if this may have contributed to the impression that your concerns weren’t being properly addressed. If the automated response doesn’t resolve your issue, replying to it will escalate your case to a human advisor who can assist you directly.

In any case, as we are not able to provide you with assistance here on Trustpilot for security and privacy reasons, please, if I can ask you to very kindly get back in touch with us here https://support.zooplus.co.uk/en/support/tickets/new or via telephone on +441865 951301 and our support team will be there ready to investigate and resolve this case to your satisfaction.

Please, feel free to mention your Trustpilot review so that we can assign the correct priority to your query.

Thank you and we look forward to hearing from you.