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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
Always spot on with prices and delivery…
Always spot on with prices and delivery times
September 7, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Grace,
Thank you for your kind words. We're delighted to hear that you can rely on us for competitive prices and dependable delivery times.
Your support is greatly appreciated, and we hope to keep providing the service you've come to expect from zooplus.
Team zooplus
Happy with my zooplus products
Happy with my zooplus products. I The logistics are fine, usually arrive on time.
September 7, 2026
Unprompted review
Reply from zooplus.co.uk
Hello TK ,
Thank you for sharing your feedback. I'm pleased to hear that you're happy with your zooplus products and that your orders usually arrive on time.
We appreciate your trust in us and look forward to continuing to supply everything your pets need.
Team zooplus
Never got my order
Never got my order. Had to chase it at every stage after Evri failed to deliver to my choosen parcelshop. Only after I kept chasing Zooplus did I get a refund when they admitted Evri had lost it (not the first time Evri have lost Zooplus or other parcels). Not had any compensation from Zooplus. Have been ordering from Zooplus for years, but they have stopped using DPD for delivery and things have gone down hill. May stop using Zooplus as a result. Their AI customer service failed to recognise the need for treating such a lost as a priority.
September 5, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Henri,
Thank you for taking the time to share your experience. I am very sorry to read about the difficulties you encountered with this order. I completely understand why this would be so disappointing, especially as you mention having been a loyal zooplus customer for many years.
Losing a parcel is frustrating enough, but needing to invest additional time and effort to obtain answers and a refund only adds to that frustration.
I was unable to locate your account details from the information visible on Trustpilot. As this 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/ so that we can review your experience in full. Alternatively, you can call us on +44 1865 951301. I apologise for sounding repetitive, as we often mention this to fellow Trustpilot reviewers, but contacting us through our official channels is genuinely the only way we can properly access your account and investigate further. If you have already been in touch with support, please feel free to reply to the existing correspondence and mention your Trustpilot review so that your case can be identified and prioritised more quickly.
I was also concerned to read your comments about our customer service and the AI interaction. Some of our initial replies are generated by an AI system, designed to provide quick answers to common questions. I wonder whether this may have contributed to the feeling that the urgency of your situation was not fully recognised. If an automated reply does not resolve the issue, responding to it will escalate the case to a human advisor, who can then review the matter directly.
Thank you once again for bringing this to our attention. We truly value the loyalty you have shown us over the years, and I hope we will have the opportunity to review your case more closely through our official communication channels.
Team zooplus
After 2 weeks I still haven't received…
After 2 weeks I still haven't received my order! The order was apparently damaged and replaced but I still haven't received it. I appreciate the problem maybe with the delivery company but my messages are not being answered so I have no idea when to expect it. Today I will shop elsewhere for my order
August 23, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Caroline,
Thank you for taking the time to share your experience, and I am very sorry to read about the frustration this has caused. Waiting two weeks for an order, only to learn that the original parcel was damaged and then find yourself still without the replacement, is understandably disappointing.
I have been able to locate your details in our system, and, as we are unable to discuss individual orders publicly on Trustpilot for privacy and security reasons, I will ensure that your case is reviewed through our official channels so that the status of your replacement order and the communication you have received can be looked into properly.
Thank you again for bringing this to our attention. We genuinely appreciate your feedback, and I am sorry that your recent experience has not reflected the level of service we aim to provide.
Team zooplus
Over all great
Over all great, Lately it's bargains appear more bulk, doesn't appear to be as many treats. A bigger selection would be helpful Ciao and some luxury tastys
The nutrition section is not displaying the details correctly, I want to Know the meat percent and whiskas is now a low percent meat and 'other' I like clarity to what is in the food.
Once again I order early Thursday and delivery isn't until Monday. For a larger company and higher value orders for 4 cats I'd expect next day. It's maybe a pound extra.
September 6, 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for taking the time to share such detailed feedback, Sophia.
It's wonderful to hear that you're still finding great value with zooplus for your four cats, and I really appreciate your suggestions around expanding the selection of treats and luxury options.
Feedback like yours helps us understand what our customers would love to see more of.
I also understand how important clear nutritional information is when choosing food for your pets. Knowing exactly what's in a product makes it much easier to make informed decisions, so it's helpful to hear your thoughts on the information currently displayed.
Regarding delivery, I'm sorry it took longer than expected on this occasion. We do offer next day delivery options, and you can now choose from available delivery services at checkout to select the option that best suits your needs.
Thank you again for your continued trust and support. We truly appreciate you choosing zooplus for your feline family.
Team zooplus
Slow delivery then after two week wait…
Slow delivery then after two week wait they cancelled without telling me
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Tony,
Thank you for taking the time to leave your review. I'm very sorry to read that, after waiting around two weeks for your order, it was then cancelled without you being informed. I completely understand how disappointing and frustrating that must have been, particularly after such a long wait.
I have been able to locate your details in our system. For privacy and security reasons, I'm unable to discuss the specifics of your account publicly here on Trustpilot, but I will make sure your experience is reviewed through our official channels.
Thank you again for bringing this to our attention, and please accept my sincere apologies for the inconvenience caused.
Team zooplus
Awful will never use again after 10+ years!
Have been a customer for over 10 years, my £156 order was due for delivery on the Tuesday.. lots of notifications from DHL saying delivery due, delivery delayed..then delivered..only issue being I had no delivery!
Emailed Tuesday evening then spoke to customer service Wednesday morning stating there was no delivery but also no photo or signature proof given on the tracking? I was told an investigation would take up to 24 hours but the adviser couldn’t seem to answer any of my questions so I asked to speak to a supervisor .. this is when the call was disconnected. I called back several times and every time I gave my name and said I wanted to speak to a supervisor my call was disconnected.
So I filled out the online form, got a standard reply back.. then nothing, on the Thursday lunchtime I sent another email asking for the outcome that they said I would get an update from within 24hrs.. the investigation was opened at 10am Wednesday morning.
On the Thursday evening I got an email saying could I provide proof of NO delivery!!! Erm…?
So on the Friday morning I sent an email reply stating my rights as a consumer and that they were now in breach of their contract. I asked for proof of delivery or a refund and that if I didn’t hear back by 5pm I was going to initiate a chargeback with my bank for non-delivery. At 4.20pm I received an email stating that I would receive a refund (but would take 5 days) with a generalised apology… I had to gather that DHL had no proof.
But through all this I was made to feel like I had done something wrong? and on top of all this I still had no dog food, the food my dogs have can’t be brought ‘off shelf’ due to their health concerns so the most important aspect being my dogs had no food! But luckily I ordered from Pets At Home on next day delivery and received the food within 16 hours…. a lot more straightforward! I will now be using Pets At Home and will never use Zooplus again, way too stressful! I do not want any response from a Zooplus representative as I’m not interested, I just want to make other people aware of my experience in the hope of saving themselves the upset.
UPDATE, after reading the response asking me to get in touch with customer care to HELP them resolve this matter… I tried that for 4 days and received no help at all.. infact all I did get was 4 days of stress and upset about the fact that zooplus took nearly £160 of my money and I had nothing to show for it.. and then they wanted me to prove I hadn’t received the order! I’ve since gone onto my account where it states I’ve been a customer for 15 years (2011) which is really sad as the treatment I received was appalling..the customer care team are obviously NOT there to help! I’m now just not interested. I have received my refund and have filled out and submitted the zooplus web form to delete my account.
September 2, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Amanda & Roy,
Thank you for taking the time to share your experience. I am very sorry to read what happened, particularly given that you had been shopping with us for more than ten years before encountering such a distressing situation.
What concerns me most in your review is not only the apparent failure of the delivery, but also the fact that you felt unsupported while trying to get answers. Being told an investigation was underway, struggling to obtain updates, feeling that your concerns were being questioned, and having calls disconnected when asking to speak with a supervisor is something that surprises me as our customer care team is always there to help.
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. Although I understand from your review that you would rather not engage further, with your kind help it would still be greatly appreciated if we could have the opportunity to review your experience in full and learn from it properly. You can contact our customer care team via https://www.zooplus.co.uk/contact_form/ or by telephone on +44 1865 951301. As I often mention to fellow Trustpilot reviewers in similar circumstances, that is the best, and really the only, way for us to investigate the details of a case thoroughly. As 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 the matter more quickly.
Thank you again for bringing this to our attention. Whether or not you decide to contact us further, please know that your feedback has been noted and will be shared internally, as experiences such as yours are not what we want for our long-standing customers.
Team zooplus
Just awful.....
Just awful.....
I have used Zooplus previously and whilst I have experienced delivery delays which I am aware are generally the fault of the delivery company, this last occasion, which remains ongoing means I will never use them again. It's a shame really given the wide range of products they stock.
I understand there can be delays in shipment, but any kind of update from either Zooplus or the delivery company, would be appreciated. However, the multiple updates on the delivery company tracking page are wildly wrong. Initially stating it was out for delivery, then couldn't be delivered, then delivered. The 3 days later it was at the delivery depot (despite allegedly being delivered!), then it's back out for delivery with the delivery date moving daily.
After several emails to Zooplus #32233192, as I've not had any response from the delivery company, the only response I have received has been a regurgitated response using AI. On each occasion it has outlined the concerns and poor service I have mentioned in my email and is completely unhelpful. I have asked for a customer service advisor to respond to assist with this, however its now been two weeks and I've had no response, not even a 'simple we are looking into it'.
I've now incurred additional costs on what was an already expensive shipment as I have had to source it from elsewhere.
I would not recommend using Zooplus.
September 5, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Lisa,
Thank you for taking the time to share such detailed feedback. I am sorry to read about your experience, and I can also completely appreciate your disappointment at having to purchase the items elsewhere after already waiting so long for your order. When pet supplies are needed, delays of this nature can create unnecessary stress and additional expense, and I am sorry this has been your experience.
I was also concerned to read your comments regarding the responses you received from our customer service team. Some of our initial replies are generated by an AI system, designed to provide quick assistance with common enquiries. I wonder whether this may have contributed to the feeling that your concerns were not being properly addressed. If an automated reply does not resolve the issue, responding to that message should ensure the case is escalated to a human advisor for further review, and I am sorry if this did not happen as expected in your situation.
As advised to other fellow Trustpilot reviewers in similar circumstances, the best way for us to fully investigate and assist is through our official support channels. As I believe I have found your account, we will continue to handle the matter directly through those channels rather than discuss the details here publicly.
Thank you again for bringing this to our attention. I am truly sorry for the inconvenience and frustration caused, and I hope we will still have the opportunity to improve your impression of zooplus.
Team zooplus
if i could rate a 0 i would
if i could rate a 0 i would.
this is the only company i can use to get a specific dog food for my pup with bad allergies, my first time ordering from here it had been a week since ordering and it hadn’t been dispatched.
i received an email saying it would be delivered within 1-2 working days… just to find out they have CANCELLED the order and not informed me!!!!!
absolutely FUMING
September 4, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Gracie,
Thank you for taking the time to share your experience. I am sorry to read how frustrating this situation has been, especially when your dog relies on a specific allergy food and you were counting on receiving it without issues.
I have been able to locate your details in our system. While I cannot discuss the specifics of your account or order publicly on Trustpilot for privacy and security reasons, your feedback has been noted and we will communicate with you via our official channels.
Thank you again for bringing this to our attention, and I am truly sorry that your first experience with zooplus fell so far short of expectations.
Team zooplus
Some good offers but delivery company useless
Good range and have some good offers but problems with delivery and then useless customer service. Their answer to failed delivery is to refund the money. Doesn't help when you need an urgent delivery and paid extra for it. They don't seem to treat the issue as important.
September 3, 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for sharing your experience, Georgina.
I'm pleased to hear that you've been happy with our product range and offers. At the same time, I completely understand how disappointing it is when a delivery doesn't arrive as expected, especially when you've paid extra for an urgent service and were relying on those items arriving on time.
I appreciate you highlighting the impact this had on you. While refunds are intended to resolve situations where a delivery cannot be completed, I understand that this doesn't always make up for the inconvenience caused when an order is needed urgently.
Feedback like yours is invaluable as it helps us identify where we can improve both the delivery experience and the support we provide.
Thank you for choosing zooplus and for taking the time to leave your review.
Team zooplus
Incompetent company
I stopped using zooplus due to constantly being let down but I stupidly gave them another chance!! They failed to deliver on my chosen day that I paid for which was last Wednesday, after nearly a day back and forth to them they refunded my delivery charge and now my order status says unpaid!! This happens every time they refund the delivery charge...but they are saying they refunded me the whole order Why?? Considering they say the order is still with DHL and expected to be delivered, surely you would not deliver £100 worth of items for free?? But they accuse me of lying!! I needed this food for sick animals at a charity and I don't have endless pots of money...DHL are messing me around and it's now Friday and I've been back and forth with them ALL day so far with NO delivery still or no money so I could buy elsewhere!! I've learnt my lesson and will NEVER use this rubbish company ever again
September 2, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Linda,
Thank you for taking the time to share your experience. I’m sorry to read how frustrating this situation has been, and I can completely understand why you would feel let down.
I have checked the information available here, but unfortunately I have not been able to identify your account or order details. As Trustpilot is a public platform, I’m unable to investigate the specifics of your case or discuss any order 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 more of your time, and I apologise for that. However, as I’ve mentioned in similar situations to fellow Trustpilot reviewers, this is genuinely the only way we can securely access your account, review what happened with the refund and payment status, and provide meaningful assistance. If you have already been in touch with our support team, please do reply to the existing correspondence and mention your Trustpilot review, as this helps us locate 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. I appreciate how disappointing this experience has been, and I hope we will have the opportunity to review the circumstances properly through our official support channels.
Team zooplus
Reply from zooplus.co.uk
Dear C. R,
Thank you for your review. It's great to know that your order was delivered on time and that you were happy with the service you received.
We appreciate you choosing zooplus and hope to see you back again soon.
Team zooplus
dog dead
I used to buy from them before my dog passed away. I unsubscribed from marketing emails but they kept coming, I emailed them asking them to stop. 2 weeks since telling them I still get them. Very poor customer service.
September 4, 2026
Unprompted review
Reply from zooplus.co.uk
Hi David,
First of all, please accept my sincere condolences on the loss of your dog. Losing a beloved pet is incredibly difficult, and I’m very sorry to hear that you then had to continue receiving marketing emails after taking steps to unsubscribe.
I have been able to locate your details in our system, and I can see your request you kindly sent us.
As we cannot discuss account-specific information publicly on Trustpilot, I will make sure your feedback is reviewed through our official channels so that we can verify the status of your marketing preferences and ensure the appropriate action has been taken.
I’m sorry that your experience has left you with the impression of poor customer service, as this is certainly not the experience we want to provide.
Thank you for taking the time to bring this to our attention.
Team zooplus
Ordering pet food has changed...for the worse
Ordering pet food here is oddly punishing: you need £39 to get free shipping, but go over 31kg and you're charged anyway — I was going to be hit with a £2.99 fee for being half a gram over. This seems to be a new policy, and I've been a customer for years, so it caught me completely off guard with no warning. No exceptions from customer service call. It pushes you toward smaller, pricier bags instead of letting you use better-value bulk options, so you end up paying more for less food just to stay under the limit. Buy two large bags of dog food and you've hit both limits at once — no room left to add cat food or anything else without paying for shipping anyway. Beyond the extra cost, it also eats up your time trying to find the right combination of products, price, and weight just to get free shipping. Good product range, but the pricing structure works against the customer.
When they only used Evri before I bought elsewhere. I'll do that again until they sort out their customers threading the needle process.
September 4, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Riverside,
Thank you for taking the time to share such detailed feedback.
Your comments about bulk purchases, value for money and the time spent adjusting baskets have been noted and will be shared with the relevant teams for review. The same applies to your feedback regarding courier preferences and your previous experiences.
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 review individual orders or account history here. With your kind help, it would be great if we had the opportunity to look into your experience more closely and better understand the circumstances surrounding your concerns. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ or, if you prefer, by telephone on +44 1865 951301. As I often mention to fellow Trustpilot reviewers, that is really the only secure way for us to fully investigate and assist with account-specific matters. If you've already been in touch with support, please feel free to follow up on that communication and mention your Trustpilot review so we can locate it more quickly.
Thank you again for bringing this to our attention. We genuinely value the feedback of long-standing customers and hope to hear from you through our official support channels.
Team zooplus
Long standing happy Zooplus customer.
We have been a zooplus customer for over 10 years (dog and cat). The prices and promotions are good. We like the rewards which soon build up. The app and website are excellent. Orders are dispatched promptly and arrive well packaged. When have had to use their customer service we have found it first class.
I see no reason to go anywhere else for my pet food needs. Recommended.
September 1, 2026
Unprompted review
Reply from zooplus.co.uk
Hi there, Allsorts,
Thank you so much for being with zooplus for over 10 years. Hearing from long-standing customers like you is incredibly rewarding.
I'm delighted that you've enjoyed our prices, promotions, rewards programme, website, app, delivery service and customer care over the years. Knowing that we've earned your recommendation and remain your first choice for pet food means a great deal to us.
Thank you for your continued loyalty and support.
Team zooplus
Late and Cancellations
Every time I have ordered from Zooplus there has been a delay in the delivery. This time they just cancelled the order with an apology - that does not feed my cats and came 7 days after my order was placed - in which time i could have bought elsewhere - I will be doing this from here on in - sorry Zooplus you failed me
September 3, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sarah,
Thank you for taking the time to share your experience. I'm very sorry to read that yet another order left you feeling let down, and I completely understand why the cancellation, especially after seven days of waiting, would have been so frustrating.
I can appreciate that an apology alone does not help when you're relying on that order to feed your cats and it would be great if we had the possibility to make things right.
I've checked the information available to me, but unfortunately I haven't been able to identify your account from the details shown on Trustpilot. As this is a public platform, I’m 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 additional time, and I apologise for that. However, as I often mention in replies to fellow Trustpilot reviewers, this is genuinely the best, and indeed the only, way for us to fully review what happened and see whether there is anything we can do to help. If you've already contacted our support team, please feel free to reply to your existing correspondence and mention your Trustpilot review, as this helps us locate and prioritise the case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this to our attention. Your comments regarding the delays and the eventual cancellation are valuable feedback, and I hope we will have the opportunity to hear from you through our official support channels and review this properly for you.
Team zooplus
I've spent £10k+ here over the years…
I've spent £10k+ here over the years and never had a single problem.
September 3, 2026
Unprompted review
Reply from zooplus.co.uk
Hi James,
Thank you for such amazing feedback. Having earned your trust over the years and hearing that you've never encountered a problem is something we're incredibly proud of.
We truly appreciate your long-term support and look forward to continuing to provide the service you've come to expect from zooplus.
Team zooplus
The continuing saga of my undelivered order.
The continuing saga of my order placed on 22nd August but never delivered although DHL claimed that it was. I filled in the form and submitted it. A nice AI responded and asked me to conform that I had looked around the property and asked the neighbours which I did and reported back to the AI. No action so I phoned the UK number where the real person indicated that nothing had happened and they had to talk to DHL before they could refund my £139. I was assured that they would respond the next day. Silence from Zooplus but 2 more nonsense emails from DHL one of which promised to deliver the goods 10 days earlier! I had the usual reply to my Trust Pilot review saying that I should fill out forms and or contact them by phone, all of which was done. Today I phoned again & demanded my refund which I have been promised..........DHL are totally incompetent why do they use them?
August 22, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Janine,
Thank you for taking the time to add your review. I am truly sorry to read about the considerable frustration and inconvenience caused by this situation.
I can completely understand why you would feel let down.
I also noticed your comments regarding the AI response you received. Some of our initial replies are generated by an AI system to provide quick assistance with common enquiries. I wonder whether this may have contributed to the impression that your concerns were not being properly progressed. If an automated response does not resolve the issue, replying to it should ensure the matter is passed to a human advisor for further review, and I am sorry if that process has not worked as smoothly as it should have in your case.
Unfortunately, I have not been able to identify your account from the information visible here on Trustpilot, and for privacy reasons I cannot review or discuss individual orders publicly. With your kind help, it would be greatly appreciated if you could continue the conversation through our official support channels so that the full history of your case can be reviewed. As I often find myself saying to fellow Trustpilot reviewers, although it may sound repetitive, this really is the only way we can properly investigate and assist with an individual order. As you already have an open case, please follow up on it and mention your Trustpilot review. Alternatively, you can contact us via https://www.zooplus.co.uk/contact_form/ or by telephone on +44 1865 951301.
I am sorry again that this experience has fallen so far short of expectations. Thank you for bringing it to our attention, and I hope we will have the opportunity to review your case fully through our customer care channels and bring this matter to a satisfactory conclusion.
Team zooplus
Great range of products
Great range of products, discounted offers and fast delivery
August 3, 2026
Unprompted review
Reply from zooplus.co.uk
Dear Paola,
Thank you for your wonderful review. I'm so pleased to hear that you've enjoyed our wide product range, special offers and fast delivery service.
Your feedback is greatly appreciated, and we look forward to helping you and your pets again soon.
Team zooplus
Terrible service
Terrible service. Left my parcel at 9am front of my door (open garden can be seen by people who walk pass/no gate. Also all tenants has to walk through that area to get to theirs and apparently that's a secure location.) Parcel now missing and they won't refund me because they "delivered".... £90 lost and they are not even looking at my emails when I sent proof of the shared garden. I have to ask my bank to send me the money.... Horrible....
August 28, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Philippa,
Thank you for taking the time to leave your review. I am very sorry to read about what has happened with your order and how disappointed you feel following this experience.
What concerns me, and in fact, surprises me just as much is your comment that the evidence you provided regarding the shared access area does not appear to have been properly considered. It would be great if we could investigate more on this.
Unfortunately, I have not been able to locate your account details from the information visible here. As Trustpilot is a public platform, we are unable to review or discuss individual orders 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 your case can be reviewed in full. I realise this may sound repetitive, as advised in our responses to other fellow Trustpilot reviewers, but it truly is the best and only way for us to investigate matters like this properly. If you have already been in touch with support, please do follow up on your 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. I sincerely hope we will have the opportunity to review the circumstances fully and assist you through our official communication channels.
Team zooplus
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.