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... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Zooplus itself is good but they need to change delivery company. Nearly every time my order is delayed and damaged. The tins all come battered and dented and they take ages to come. This recent order... See more
Company replied
I have always liked Zooplus and still do, but the delivery service was awful on my last order. The delivery was with DHL, I was informed a delivery would be out on a certain day but it never arriv... See more
Company replied
I always order from zooplus.and never any issues .. On this occassion i waited 5 days when i contacted zooplus i was told it was a bank holiday. Instead i had to search for the product to top it off i... See more
Company details
About zooplus.co.uk
Written by the company
zooplus - your pet shop with pet supplies and pet products for cats, dog, birds and small animals in the UK. We offer everything for cats, dogs, birds & small animals: food, treats, toys & accessories.
Dog Food And Supplies Cat Food And Supplies Small Pets Supplies Birds Supplies Special Offers %
Dog Food And Supplies Cat Food And Supplies Small Pets Supplies Birds Supplies Special Offers %
Contact info
United Kingdom
- 01234 430366
- service@zooplus.co.uk
- www.zooplus.co.uk
3.1
Average
9K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have always liked Zooplus and still…
I have always liked Zooplus and still do, but the delivery service was awful on my last order.
The delivery was with DHL, I was informed a delivery would be out on a certain day but it never arrived. I had an email to say it would be out for delivery the next day...it didn't arrive. Finally on the third day it turned up.
I am not blaming Zooplus entirely but they do need to look into their delivery partners service or they will be losing custom.
August 28, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Cust,
Thank you for taking the time to leave this review and for your continued support over the years. It means a lot to hear that you have always enjoyed shopping with zooplus.
I am sorry to read about the delivery experience with your most recent order. While I appreciate your balanced view and understand that the delays occurred with our delivery partner, I completely agree that receiving multiple delivery notifications only to have your parcel arrive several days later is frustrating and inconvenient.
Feedback such as yours is very valuable, as it helps us monitor the performance of our delivery partners and understand where improvements are needed. Reliable delivery is an important part of the overall zooplus experience, and I am sorry that this order did not meet the standard you rightly expected.
Although I have not been able to identify your account from the information available here, it sounds as though your order was ultimately delivered and no further action may be required. That said, if anything ever doesn't look quite right with an order, delivery, or any aspect of our service, please do not hesitate to get in touch with our customer care team via https://www.zooplus.co.uk/contact_form/ or by telephone on +44 1865 951301. As mentioned in some of our replies to fellow Trustpilot reviewers, contacting us directly is the best way for us to look into any concerns and assist where needed. If you do get in touch, please mention your Trustpilot review.
Thank you again for sharing your experience and for your honest feedback. I hope we will continue to be your trusted pet supplies retailer for many years to come.
Team zooplus
I always use Zooplus
I always use Zooplus - great prices and super fast delivery always my go to - and you can collect a few loyalty points along the way - every little helps!
September 1, 2026
Unprompted review
Zooplus have a huge choice of wet and…
Zooplus have a huge choice of wet and dry pet food, at competitive prices. And delivery is fast and reliable. Can recommend.
September 3, 2026
Unprompted review
Shady Customer Service
Edit 2: The information you provided is incorrect and misleading. My delivery took 10 working days to arrive, not 2-3.
Edit: Finally got through to customer services who said most products are now being shipped into the UK from abroad, which is the reason for the delays. Happy to wait Temu-like delivery times for Temu-like prices, especially when informed of the delivery times, but this isn't that.
Items ordered are out of stock but not told at the time. Wait time for products to be delivered is ridiculous. Tried to contact customer services, online form doesn't work, chat function doesn't work, emails bounce back and telephone calls not answered. Shady. Avoid.
September 7, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Andrea,
Thank you very much for your update, I'm glad to hear that our customer care team have provided you with feedback.
Indeed, as per our FAQ page here - https://support.zooplus.co.uk/en/support/solutions/articles/76000049298-when-will-my-parcel-be-dispatched- - we have some articles in our shop that for which "Orders fulfilled from our EU Fulfillment centers, which primarily handle non-food or accessory orders, are likely to take an additional 2-3 days (excl. Sundays & Bank Holidays)."
I hope that helps and thank you again for your feedback.
Team zooplus
Hi Andrea,
Thank you for taking the time to leave your review.
I am sorry to read about your experience and I completely appreciate why you would feel frustrated.
I have checked the information available to me, but unfortunately I have not been able to identify your account details from your Trustpilot review. As Trustpilot is a public platform, we are unable to investigate individual orders or discuss account-specific information here for privacy and security reasons.
With your kind help, it would be greatly appreciated if you could contact our customer care team via https://www.zooplus.co.uk/contact_form/ so that we can fully review what has happened and see whether there is anything we can do to put things right. I realise this may sound repetitive, as it is advice we often share with fellow Trustpilot reviewers, but it is genuinely the only way for us to access your account and investigate properly. If you have already tried to contact support, please do follow up on that communication and mention your Trustpilot review, as this helps us locate and prioritise your case more efficiently. Alternatively, you can contact us by telephone on +44 1865 951301.
You mentioned difficulties reaching us through several channels, and I am particularly concerned to hear that this was your experience. Your feedback is valuable and will be shared internally, as we certainly do not want customers feeling unable to obtain support when they need it.
Thank you again for bringing these concerns to our attention. I hope we will have the opportunity to hear from you through our official support channels and investigate this matter further.
Team zooplus
No reply from customer service with no delivery
I've been ordering from zooplus for quite a few years and it went well. Only this time the delivery didn't arrive after 7 days, the tracking says it's been sending back to the shop. I messaged the customer service and got no reply. I had to get my pet food from other retail store to avoid starving.
September 11, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Ernus,
Thank you for taking the time to share your experience. I'm genuinely sorry to hear that an order you've been waiting for appears to have been returned before reaching you, and that you felt left without the support you needed when you contacted us.
Some of our initial replies are generated by an AI system, designed to provide quick answers to common queries and save customers time. I wonder whether this may have contributed to the impression that your concerns weren't being properly addressed. Where an automated reply doesn't resolve the issue, responding to it should ensure the case is escalated to a human advisor for further review, and we'd always want to make sure your situation receives the attention it deserves.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As we're unable to investigate individual orders publicly for privacy and security reasons, with your kind help, I'd really appreciate the opportunity to look into this properly. Sorry if this sounds a little repetitive, as it's advice I've shared with other fellow Trustpilot reviewers too, but contacting our customer care team is genuinely the best, and in fact the only, way for us to access your account and review what happened.
Please get in touch via https://www.zooplus.co.uk/contact_form/ and include your order number if possible. As you've already contacted support, please feel free to follow up on your existing correspondence. Either way, please do mention your Trustpilot review, as that helps us identify and prioritise your case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this to our attention. I hope we'll have the opportunity to review your case through our official communication channels and restore your confidence in our service.
Team zooplus
I’ve been using Zooplus for a couple of…
I’ve been using Zooplus for a couple of years and have ordered from them almost every month. Unfortunately, over the last few months the delivery service has become increasingly unreliable.
My latest order was placed on 6 September, and I’ve now been told by the courier that it won’t arrive until 14 September. Waiting over a week for essential pet supplies simply isn’t good enough, and I’ve had to order everything again from another supplier.
This isn’t the first time I’ve had issues with slow deliveries recently, and I can no longer rely on my orders arriving when I need them. After being a regular customer for years, I’ve decided I won’t be ordering from Zooplus again.
Really disappointing, especially as I had previously been happy with the service.
September 11, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Bradley,
Thank you for taking the time to share your experience. I’m very sorry to read this, particularly as you mention having been a loyal zooplus customer for several years before these recent delivery problems.
I completely appreciate why the delay from 6 September to the estimated delivery date of 14 September has led you to lose confidence in our service. While occasional courier disruptions can happen, repeated delays over a period of months are not the experience we want our customers to have, especially those who have supported us for so long.
I did try to locate your account using the information available on Trustpilot, but unfortunately I wasn't able to identify your details. As this is a public platform and for privacy reasons we cannot investigate individual orders here, with your kind help it would be great if we had the opportunity to review what has happened and see whether there is anything we can do to make things better. You can contact our customer care team via https://www.zooplus.co.uk/contact_form/. Alternatively, you can call us on +44 1865 951301.
Sorry for possibly sounding repetitive with a suggestion that we often share with fellow Trustpilot reviewers, but reaching us through our official support channels is genuinely the best, and indeed the only, way for us to fully access your account and investigate the delivery issues you've described. As you might have already been in touch with our support team, please feel free to follow up on that conversation and mention your Trustpilot review, as this helps us identify and prioritise your case more quickly.
Thank you again for bringing this to our attention. Your feedback regarding the recent reliability of our delivery service is important to us, and I sincerely hope we’ll have the chance to hear from you through our official channels and look into this further.
Team zooplus
Abysmal
The quality of the service has been declining. My most recent order has been delayed twice, and no one in customer service can help, but they did try to flog me their subscription service! Why do they think it was a good time to sell me more stuff when they can't even deliver the items I've already paid for?
They never have half of the items I usually order in stock, so I'm left scrambling to find alternatives.
Overall, avoid.
September 10, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Miss Brown,
Thank you for taking the time to share your experience, and sorry to read how disappointed you are with both the delays to your order and the support you received afterwards.
I am also sorry to hear about the recurring stock availability issues you mentioned. Having to repeatedly look for alternatives to products you normally rely on is far from the convenient shopping experience we aim to provide.
I have checked the information available here, but unfortunately I have not been able to identify your account in our system. As Trustpilot is a public platform, we are unable to investigate individual orders or discuss account-specific details here for privacy and security reasons.
With your kind help, I would very much appreciate the opportunity to review what has happened and see whether we can put things right. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? Alternatively, you can also reach us by telephone on +44 1865 951301. I realise this may sound similar to advice we share with fellow Trustpilot reviewers, and I can also see you mentioned contacting us already, but it truly is the best, and indeed the only, way for us to access your account and investigate the delays properly. As you have already been in touch with support, please feel free to follow up on that conversation and mention your Trustpilot review so that your case can be identified and prioritised more quickly.
Thank you again for bringing these concerns to our attention. We hope to hear from you through our official support channels and have the chance to look into this further.
Team zooplus
Ordered food and litter 2 weeks ago…
Ordered food and litter 2 weeks ago took them over a week to admit that the parcel had been lost asked for a replacement and that has still not arrived. Got a tracking number for the replacement and Evri/DHL/DPD who they use don’t recognise it. Have had to buy litter and food twice now while waiting. I have written to customer service and the phrase as useful as a chocolate teapot springs to mind
September 10, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Vinny,
Thank you for taking the time to leave your review. I'm very sorry to read about what sounds like a particularly frustrating experience.
I'm also sorry to hear that our customer service has left you feeling unsupported. Some of our initial replies are generated by an AI system, designed to provide quick answers to common queries and save customers time. I wonder whether this may have contributed to the impression that your concerns were not being properly addressed. If an automated response does not resolve the issue, replying to it should ensure that your case is reviewed by a member of our team.
I have tried to locate your details using the information available on Trustpilot, but unfortunately I haven't been able to identify your account. As Trustpilot is a public platform, we are unable to investigate individual orders or discuss account-specific information here.
With your kind help, it would be greatly appreciated if you could contact our customer care team via https://www.zooplus.co.uk/contact_form/. I realise this means taking more of your time, and I'm sorry to have to ask, but that is genuinely the best way for us to review what has happened with both the original parcel and the replacement shipment. As you've already been in touch with support, please feel free to continue that correspondence and mention your Trustpilot review, as this helps us identify and prioritise the case more quickly. Alternatively, you can contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. I sincerely hope we will have the opportunity to investigate this properly and work towards a resolution through our official support channels.
Team zooplus
Too many liars out there !
Firstly, I would like to say that zooplus has been okay as a company up to this point.
Recently I purchased some dog meat from them and because it cost x amount, I was supposed to receive a free bag with it.
The bag did not arrive and when I contacted them about this, they said the bag was not on the order, which is a straight-out lie.
When I went back to their website at a later point, the free bag offer was no longer there. Obviously, they must have run out of these bags and just tried to make out it was never on my order in the first place.
I just can't stand liars who don't just come clean about something like this
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Paul,
Thank you for taking the time to share your feedback. I am genuinely sorry to read how disappointed and frustrated this situation has left you.
I can understand why you would feel upset if you were expecting a promotional item and were then informed that it was not part of the order. From your perspective, it may understandably appear that the offer was removed afterwards, and I appreciate why this has led to concerns about the information you received.
I believe I have located your details in our system. For privacy and security reasons, I am not able to discuss or investigate specific order information publicly here on Trustpilot, but I would very much like to have your case reviewed in full. And we will be in touch via our official communication channels.
Above all, I am sorry that this experience has damaged your trust in us. We value honest and transparent communication with our customers, and it is disappointing to hear that this was not your impression on this occasion.
Thank you again for bringing this to our attention.
Team zooplus
I have order be4 had no problems..
I have order be4 had no problems... but lately orders not coming no emails to say y nobody got in touch I email them 3 times nobody answered emails with reason y so then I phoned up 3 times to be told it as not left there place was still waiting.. managed to get it 6 days later so highly not recommended no stars bad communication I had to ring and email them to find out what happened 🙃 so thats your response sure your not ai ..just shows that ai not working so y dont u use humans as we can do things better we have voice. Don't understand y u use ai
September 4, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Paulette,
Thank you for taking the time to share your experience. I am sorry to read that what had previously been a smooth experience for you turned into such a frustrating one.
I have been able to locate your details in our system, and while I am pleased that the order eventually reached you, six days later than expected is not the level of service we aim to provide, particularly when there was insufficient proactive communication about the delay.
I also note your comments regarding the emails you sent without receiving what appeared to be a meaningful response. Some of our initial replies are generated by an AI system, designed to provide quick answers to common queries and save customers time. I wonder whether this may have contributed to the impression that your concerns were not being properly addressed. If an automated response does not resolve the issue, replying to that message will ensure the case is escalated to one of our human advisors, who can then review the matter personally.
As advised in our responses to fellow Trustpilot reviewers, and while I appreciate this should not have required additional effort on your part, contacting us directly remains the best way for us to investigate and resolve issues fully. In your case, however, I can confirm that your feedback regarding both the delayed dispatch and the communication received has been noted and shared internally for review. We will follow up with you via our official communication channels.
Thank you again for bringing this to our attention. We truly value your previous loyalty and regret that this recent experience did not reflect the standards you had come to expect from us.
Team zooplus
Company is excellent with the app and…
Company is excellent with the app and getting your order together in very good time. I have given 1 star due to problems with their carrier DHL. I have explained to Zooplus all the misleading and inaccurate carrier tracking. DHL have had my order for 6 days now. My beef is that Zooplus wont intervene to get this delivered today as now urgent. They keep asking me to keep waiting and waiting.
September 10, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Susan,
Thank you for taking the time to share your experience. While I'm pleased to hear that you found our app easy to use and that your order was prepared promptly, I'm genuinely sorry to read about the frustration caused by the delivery process and the lack of progress since your parcel was handed over to our delivery partners.
Unfortunately, I wasn't able to identify your account from the information available in your Trustpilot review. As Trustpilot is a public platform, we're unable to investigate order-specific details or discuss account information here. With your kind help, it would be great if we had the opportunity to review your case properly and see whether there is anything further we can do. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ . If you've already been in touch with support, please do follow up on your existing enquiry and mention your Trustpilot review. I know this is advice we sometimes need to give fellow Trustpilot reviewers too, but it really is the best, and in practice the only, way for us to access your order details and prioritise a review of the situation.
Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. I sincerely hope we'll have the chance to hear from you through our official support channels and work towards a more positive outcome.
Team zooplus
wonderful service
Absolutely wonderful service from Zooplus!
From the range of pet food available - to the most speedy delivery. Fantastic service.
Why would I go out and then carry all this home, when I can order it from the comfort of my home and it is delivered in no time!
Brilliant, highly recommend.
September 3, 2026
Unprompted review
Reply from zooplus.co.uk
Thank you so much for your wonderful review, EJ!
It's fantastic to hear that you're enjoying both our wide range of pet food and the speedy delivery service. Making life a little easier for pet parents is exactly what we aim for, so it's great to know that having your pet essentials delivered straight to your door is saving you the hassle of carrying heavy bags home.
I really appreciate your recommendation and your kind words about your experience with zooplus. Thank you for choosing us for your pet's needs.
Team zooplus
It makes life easier to have a month's…
It makes life easier to have a month's supply of cat food delivered to my door. I am informed about my repeat orders regularly and can therefore be assured that I have all I need to keep my cats happy. I would fully recommend zooplus.
September 10, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Trish,
Thank you for your lovely review. I'm delighted to hear that our repeat delivery service is making life easier and helping you keep your cats happily fed without any hassle. It's great to know the regular order reminders give you peace of mind too.
We really appreciate your recommendation and thank you for choosing zooplus.
Team zooplus
Zooplus Delivery Service
Although the zooplus prices are very competitive, their delivery service has been inconsistent. My last order ( supposed to be free because I spent over £50) arrived late. No explanation as to why it was going to be late. This is the second time this has happened to me. I had to buy additional cat food locally because of the delay in the zooplus order.
Will defo be thinking twice before ordering from them again.
August 28, 2026
Unprompted review
Reply from zooplus.co.uk
Hi A,
Thank you for taking the time to share your feedback.
I'm sorry to hear that your recent order arrived later than expected, and even more so that this is the second time you've experienced a delay. I completely understand how frustrating it must have been.
While I'm pleased to hear that you find our prices competitive, I appreciate that good value means little if the delivery experience is not dependable. I also understand your disappointment regarding the lack of communication about the delay, as keeping customers informed when things do not go to plan is extremely important.
Unfortunately, I wasn't able to locate an account matching the details available in your Trustpilot review. As Trustpilot is a public platform, I'm unable to investigate individual orders or discuss account information here. With your kind help, it would be greatly appreciated if you could contact our customer care team via https://www.zooplus.co.uk/contact_form/ so that we can review what happened in more detail. That really is the best, and in practice the only, way for us to investigate and assist you properly. If you have already been in touch with our support team, please feel free to reply to the existing correspondence and mention your Trustpilot review, as this helps us identify and prioritise your case more quickly.
Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. We genuinely value your feedback and hope to have the opportunity to look into this further and improve your experience with us.
Team zooplus
Great job Zooplus
Placed order with Zooplus, and it arrived within 48 hours - previous provider quoted 5 day lead time minimim.
The packaging was also far superior to that provided by another high street pet store.
Overall a great experience 😀
September 9, 2026
Unprompted review
Reply from zooplus.co.uk
Hello M ,
Thank you for taking the time to share your experience. It's wonderful to hear that your order arrived so quickly and that the packaging stood out positively as well.
Providing a smooth shopping experience from checkout to delivery is exactly what we aim for, so your feedback means a lot to us. We hope to welcome you back again soon.
Team zooplus
I ordered cat food
I ordered cat food, when it didnt arrive i called. A heavily accented lady answered, saying the was a fault happening. I had no communication from them, and I had to ask for a refund. Wont try to use again.
September 9, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Amandajane,
Thank you for taking the time to share your experience. I’m very sorry to read that your order did not arrive as expected and that you only became aware of an issue after contacting us yourself.
I’m also sorry to hear that your contact with our customer service team did not leave you with a positive impression. That’s very surprising indeed as we are always there to look after all our customers.
Having checked the information available here, I haven’t been able to identify your account in our system. As Trustpilot is a public platform, I’m unable to investigate individual orders or discuss account details here. With your kind help, I would very much welcome the opportunity to review what happened and see whether there is anything further we can do. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? Alternatively, you can also reach us by telephone on +44 1865 951301.
I realise this may sound similar to guidance we share with other Trustpilot reviewers, but contacting us through our official channels is genuinely the best way, and in practice the only way, for us to securely access your account and investigate. If you have already been in touch with support, please feel free to reply to that correspondence and mention your Trustpilot review, as this helps us locate and prioritise your case more quickly.
Thank you again for bringing this to our attention. I hope we’ll have the chance to hear from you and look into this properly.
Team zooplus
Reply from zooplus.co.uk
Dear Marilyn,
Thank you for your continued support and for your fantastic review. It's great to hear that our prices and service continue to meet your expectations.
We truly appreciate your loyalty and look forward to serving you again soon.
Team zooplus
Delivery, or no delivery?
My cat has been diagnosed with CKD, so now needs a renal food diet. Living on an island, this is shockingly expensive, so I order from Zooplus and sign up for a monthly delivery.
Nearly a week passes by, and nothing. The website says my order is "in delivery", but no tracking number is available. So I chase them up to be told that they're very sorry, it didn't leave the warehouse for some reason, do I still want it? Obviously I do, so I tell them this. The reply, four days later: the parcel wasn't dispatched because there was no delivery route available, do I still want it?
Now I'm confused, does this mean it can't be delivered at all? I bought things from Zooplus in June and there was no problem then. Why would I want to continue with the order if they can't deliver it? I ask for clarification, wait a day for an answer, and then just cancel the order.
I get that the company has to deal with so many orders, but 2 weeks from the date the order was placed, giving me conflicting information at a snail's pace after having taken my money no problem is not good customer service. And now I get to wait up to fourteen days for a refund and conjure up more money in the meantime to buy from another company.
September 8, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Gemma,
Thank you for taking the time to share your experience. I am very sorry to read what happened, especially given that your cat has recently been diagnosed with CKD and relies on a specialised renal diet. I can completely understand how stressful it must have been.
Unfortunately, I have not been able to identify your account from the information visible on Trustpilot. As this is a public platform, I am unable to review or discuss individual orders here for privacy and security reasons. With your kind help, it would be greatly appreciated if you could contact our customer care team via https://www.zooplus.co.uk/contact_form/. I realise this means taking more of your time, and I am sorry to ask that of you. However, that is genuinely the best, and indeed the only, way for us to access your order history, fully investigate what happened, and see whether there is anything further we can do to assist.
If you have already been in touch with our support team, please feel free to reply to the existing correspondence and mention your Trustpilot review. Referring to your review helps us identify and prioritise the case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. We truly regret the inconvenience caused and hope to hear from you through our official support channels so we can take a closer look at the circumstances surrounding your order.
Team zooplus
Awful experience…constant delays and cancellations…
Awful experience…delays and cancelled orders and having to now be in when they deliver
I’ve been using Zooplus for about 15 months now, however in the last 2 months it has really gone downhill with delivery services.
I had no problems before as they delivered the food in a reasonable time. No need to be in to sign for it. Things have changed it seems.
I had to wait three weeks for my cat food order in August. In the end I had to move my holiday and pay out extra costs on a new train journey and for amending my train. I missed out too on some of my holiday as I couldn’t leave my cat without the right Renal diet food. I had to ring my vets to get emergency supplies. All I received was a free box of cat food from Zooplus and a £10 voucher.
I then thought I’d give them another chance and I have now been waiting over 10 days as the order keeps getting delayed and cancelled. I have rung up zooplus every day and I get the same answers.
Zooplus said they will send out a new order and even this has been delayed.
This is probably the last time I will use them as it’s constant daily calls and emails to chase up cat food.
September 8, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Ray,
Thank you for taking the time to share your experience with us. I’m truly sorry to read how difficult the last couple of months have been, especially after what had previously been a reliable service for you.
I completely understand why this has left you feeling frustrated and let down.
Unfortunately, I have not been able to locate your account based on the information available within your review. As Trustpilot is a public platform, I’m unable to investigate individual orders or discuss account-specific details here. With your kind help, I would genuinely appreciate the opportunity to review what has happened in full and see whether there is anything we can do to make things right. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? Alternatively, you can call us on +44 1865 951301. I realise this means taking more of your time, and I apologise for that, but it is the best and only way for us to access your order history securely and investigate properly. As you have already been in touch with our support team, please feel free to continue that conversation and mention your Trustpilot review so that your case can be identified and prioritised more quickly.
Your comments regarding the recent delivery performance and repeated delays are taken very seriously, and I will ensure this feedback is shared internally.
Thank you again for bringing this to our attention. I hope we will have the chance to hear from you through our official support channels and look into this matter further.
Team zooplus
I am extremely disappointed and upset…
I am extremely disappointed and upset with Zooplus's attitude. I ordered a package, and after two weeks, I still cannot get any help. The package was supposed to be delivered by DHL, who couldn't care less about anything or anyone. Supposedly, it was meant to be delivered on Monday, but someone has to be home to receive it! By the way, I wasn't home—do people just not go to work?! The situation is all the more upsetting because I ordered food for an allergic dog, which I cannot buy in a regular store. It's a shame, but this is no way to treat customers. Never mind, I will buy it elsewhere, but I personally do not recommend them!
Today, a lady from customer service was surprised that no one had solved my problem yet! And who else was supposed to solve it if not them? To make matters worse, they said they will only refund my money once they get the package back! Unthinkable.
I do not recommend them at all!
September 8, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Izabela,
Thank you for taking the time to share your experience. I am truly sorry to read how stressful and disappointing this situation has been, especially when the order contained specialist food for your dog and you were depending on it arriving in a timely manner.
I completely understand your frustration.
I believe I have been able to locate your details in our system. As Trustpilot is a public platform and we are unable to discuss individual orders here for privacy and security reasons, I will arrange for your case to be reviewed via our official communication channels.
I am particularly concerned and rather surprised to read that you had already contacted customer service several times and were still left without a satisfactory solution. That is certainly not the level of support we aim to provide, and your feedback regarding both the delivery experience and the communication you received will be shared internally.
Thank you again for bringing this to our attention. I sincerely regret the inconvenience caused and hope we can restore some of your confidence in us.
Team zooplus
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