I placed the order, paid, and received an email stating it had been shipped, yet three days later I found out from the courier company that they hadn't received any parcel. Zooplus is deceiving custom... See more
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We ordered from Zooplus and the order was partially wrong, but we called customer service and they were very kind. They even let us keep the wrong part of the order (to donate) and sent us the mis... See more
Company replied
Delivery went realy fast ... And the cold pressed dry food is fantasyic my cats love it is first tume after many many many order of different brend whitnout success ...i raccomand the shop for price... See more
Company replied
I have been buying from here since 2016, never had any problems. However, their shipment time has significantly increased. They claim next day delivery but since two years it always takes one or two d... See more
Company details
Written by the company
Sinds de oprichting in 1999, is zooplus dé online dierenwinkel waar huisdierbezitters voordelig huisdierbenodigdheden kunnen kopen. Wij bieden een uitgebreid aanbod met meer dan 8000 producten, wekelijks wisselende aanbiedingen en een aantrekkelijk bonuspunten programma. zooplus is Europees marktleider in het online aanbieden van huisdierproducten en in meer dan 30 landen actief. Ons toegewijde team streeft ernaar om iedere dag opnieuw topproducten tegen de beste prijzen te leveren.
Contact info
Sonnestrasse 15, 80331, Munchen, Germany
- www.zooplus.nl
3.3
Average
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The delivery time is unbelievably long
The products are good quality and the selection is wide, but the delivery time is so long that a pet could starve to death while waiting. The website states 1–3 business days, but I have already been waiting for 8 days and still received nothing. In the meantime, I had to buy extra food for my dog. This is terrible.Finally I received an extra 5% discount for my next purchase, so I’m adding one more star for that.
December 8, 2025
Unprompted review
Reply from zooplus.nl
Dear Indre,
Thank you for your feedback. We're glad to hear you're satisfied with the quality and wide selection of our products — we really appreciate it 🙏✨
But what you said about the delivery time really shocked us. Promising 1–3 business days and then having to wait 8 days is absolutely unacceptable, especially when it comes to pet food. We completely understand, and we apologize for that. 😔📦
We want to investigate this immediately so we can determine where the delay occurred. Could you please send us your order number at service@zooplus.nl, with this Trustpilot review and reference "TPZP" in the subject line? We'll look into it right away so you don't have to repeat yourself and your four-legged friend will never be without food again. 🐾💚
Unfortunately, you didn't provide enough information in your review to track your order.
Thank you for sharing this with us — we take this seriously and are happy to work with you to find a solution.
Kind regards,
Team zooplus 💚
Terrible delivery service and customer support
You can only judge a business after you need their support. And if a business uses dpd - you will need their support a lot. Zooplus failed the test for me and will not get any more of my money - I will move my purchases elsewhere. Nothing is worth the trouble you go through when you have to count on dpd, nothing.
Once I get my money back, I will be deleting my account.
December 3, 2025
Unprompted review
Reply from zooplus.nl
Dear Pavlina,
We completely understand how frustrating this must be 😔💚
We're sorry you had a negative experience with both DPD delivery and our customer service. This is definitely not how we want our customers to feel.
Our customer care team will soon reach out to you with a proper solution.
Kind regards,
Team zooplus 💚
Spamming me with commercial never ordered
Never ordered here, but they keep spamming me with commercials on my personal mail account. Don't know how they got it, but it super annoying! Stop sending me mails
November 29, 2025
Unprompted review
Reply from zooplus.nl
Dear Jasper,
We completely understand that this is frustrating 😔💚
We're sorry you're receiving unwanted commercial emails. You can easily unsubscribe via the unsubscribe link at the bottom of each email, so you no longer receive newsletters or offers.
If this doesn't work, please contact our customer service at service@zooplus.nl, referencing this Trustpilot review and reference "TPZP" so we can help you remove your email address from our mailing list ✨ (we couldn't find any customer information for you under the name you used for this Trustpilot review)
Kind regards,
Team zooplus 💚
Great customer service
I don’t often write reviews. But zooplus has gone above and beyond to help me on more than one occasion, and so I would like to say a huge thank you to them! Great customer service!
October 17, 2025
Unprompted review
Reply from zooplus.nl
Dear Lee,
Thank you so much for your kind words! 💚🐾
We’re truly happy to hear that our team could help you and that you’re pleased with our service. Your appreciation means a lot to us! 🐶🦴
We look forward to serving you and your pets again soon. 💚🐾
Kind regards,
Team zooplus 💚
just bad service for 2025 year
just bad service for 2025 year, when everything can be so much better. Packing the order and deliveries take forever, no warning about this up ahead. Communication is just bad
Changing to another provider for sure
October 7, 2025
Unprompted review
Reply from zooplus.nl
Hi Natalie,
We are very sorry to hear about your experience and truly appreciate your feedback. 💚🐾
We understand how frustrating it can be when orders take longer than expected and communication doesn’t meet your expectations. This is not the standard we aim for, and your comments help us improve our processes. 🐶🦴
Our customer care team will reach out to you shortly.
We hope you might give us another chance in the future to show you the level of service we strive for.
Kind regards,
Team zooplus 💚
I ordered order on 09-12
I ordered order on 09-12
After 8 days is still nothing
I need to contact service every day otherwise they are not reacting
If my order are not im my house until tomorrow or Monday I cancel
I paid 200 !!!!!!!
September 20, 2025
Unprompted review
Reply from zooplus.nl
Dear Sandra,
We’re very sorry to hear about the delay with your order and the frustration this has caused 😔📦. We completely understand your concern, especially with such an important purchase 💰🐾.
Our team is actively working to resolve this, and we’ll make sure you receive clear updates. If your order cannot be delivered in time, we’ll of course arrange a full refund 💚🙏.
According to our data you contacted us 5 times and those 5 times you received an AI generated status update where you were also informed that you have the option to communicate directly with our customer care team by replying to one of those emails vs creating new requests. Our CC team will soon reach out to you in order to further discuss your situation.
Thank you for your patience and for sharing your experience with us — we take your feedback seriously and will pass it on internally to improve our service.
Kind regards,
Team zooplus 💚
We are getting a Kitten and have been…
We are getting a Kitten and have been having to delay daily due to non-delivery and lying. (Zooplus or DPD or both - but it is their service portal).
Going to have to give 1 star due to delivery disastrous non-delivery. Combined with blatant lying. Stayed home multiple days from work only for them to claim they came by, no note blatant lying. When I called they gave from times, the tracking did not work at all. They claimed to have dropped it at a service point (but get this, we aren't able to go pick it up there ourselves and only 11min away - total bs). Even then they couldn't get us on their route the following days! Called every day multiple times, asked them to note to leave it anywhere, neighbors, pickup point, door etc. Finally found out that DPD who kept claiming it will either come today or tmrw (Last guy was called Ercan). Was lying completely, as after we spoke with Zooplus they told us that DPD had "tried" 3 times already and sent it back. That redelivery processing in system takes more than a day. Insane! Now can wait 5-7 days for a refund (least she was nice). Likely wasted amount on calls, so that's the only real winner. Honestly horrible and a scam and I can't trust them again.
September 16, 2025
Unprompted review
Reply from zooplus.nl
Dear Nathan,
We’re very sorry to hear about this frustrating experience with your delivery 😔📦. We completely understand how disappointing this must have been, especially while preparing to welcome your new kitten 🐾💚.
It’s unacceptable that you had to stay home multiple days and still faced issues with delivery and communication. We’ll pass your feedback on to the courier and also internally, as this is not the level of service we want for our customers.
A member of our customer care team will contact you soon.
We’re glad to hear that our team has already arranged a refund for you, but we truly regret the inconvenience caused. Thank you for taking the time to share your feedback – it helps us work on improving both our delivery process and customer experience 🙏.
Kind regards,
Team zooplus 💚
Good and reliable
I regularly order catstones and catfood from Zooplus. Their prices are good and the delivery is quick. Sometimes the delivery company damaged my catstones. Zooplus immediately sent me a new package. I am satisfied with their services since years
August 28, 2025
Unprompted review
Reply from zooplus.nl
Dear Csilla,
Thank you so much for your kind words and for being a loyal customer over the years! 🐾 We’re happy to hear that you’re satisfied with our prices and quick delivery. It’s unfortunate that the delivery company sometimes caused damage to your cat litter, but we’re glad we could quickly resolve this for you with a replacement.
We truly appreciate your trust in us and look forward to continuing to provide you and your cats with everything you need. 💚
Best regards,
Team Zooplus 🐾
Great shop
I’ve been shopping at Zooplus for my pets for a while now. They have a huge selection of pet food and accessories, and the prices are pretty reasonable. Delivery is usually quick, and customer service is friendly when I’ve had questions. Overall, it’s a pretty good place to get pet supplies, and I’ll keep shopping there.
August 1, 2025
Unprompted review
Reply from zooplus.nl
Dear Ethan,
Thank you so much for your wonderful review and for being a loyal Zooplus shopper! 💚
We’re delighted to hear that you appreciate our wide selection, reasonable prices, quick delivery, and friendly customer service.
Your kind words motivate us to keep improving and providing the best experience possible for you and your pets.
We look forward to serving you again soon!
Best regards,
The Zooplus Customer Service Team
Prices higher in mobile app
I was looking at the cart and they said you get a free gift with the mobile app, but I noticed that even having less products in my cart in the mobile app, the order comes out to 167 eur, whereas on the web it's 145 and more products. Every item is 1-2 euros more expensive in the app.
July 25, 2025
Unprompted review
Reply from zooplus.nl
Dear customer,
Thank you for your feedback and for bringing this to our attention. We’re sorry to hear about the price differences you’ve noticed between the mobile app and the website.
Our goal is to offer consistent pricing across all platforms, so this is certainly something we want to investigate. Sometimes, promotions or discounts may vary depending on the channel or current offers, which could explain the difference.
Could you please contact our customer service team with details of your order and screenshots if possible? This will help us look into the matter and clarify any discrepancies.
We appreciate your understanding and hope to resolve this for you swiftly.
Kind regards,
Zooplus Customer Service
Poor
Delivery is a joke! 3x times I ordered 33kg package to be delivered to MY HOUSE! Not collection point 950m away! Im a disabled person in a wheelchair! Im allways at home! This time package came heavily damaged! Not recommended!
June 25, 2025
Unprompted review
Reply from zooplus.nl
Dear Milo,
Thank you for sharing your experience with us. We are very sorry to hear about the issues with your delivery, especially considering your situation. It is absolutely unacceptable that your package was not delivered to your home and that it arrived damaged.
We understand how important it is for you to receive your orders conveniently and in good condition. Please accept our sincerest apologies for the inconvenience and frustration this has caused.
Could you please contact our customer service team with your order details? We want to investigate this matter thoroughly and work towards a solution that suits you best. Your feedback is vital in helping us improve our delivery service and ensure this doesn’t happen again. Please also mention your Trustpilot-review, so we can prioritize your feedback.
Thank you for your patience and understanding.
Long time customer - great service
I am really suprised to read negative reviews. I have been a customer of zooplus.nl for years and they have always provided excellent service. Deliveries are very fast (within 1-2 days) and customer service is responsive and helpful. Some prices are higher than elsewere (even zooplus.com has better price profile) but in my view the service makes up for this.
To zooplus: I see a lot of low reviews are related to delivery. My last order (from zooplus.com) was delivered by DHL. Please keep using DHL service because DPD service is abhorrent (which is reflected in the Trustpilot reviews for this company). I have never had any delivery via DPD that was without issues.
June 18, 2025
Unprompted review
Reply from zooplus.nl
Dear Magdalena,
Thank you so much for your kind words and for being a loyal Zooplus.nl customer over the years! We’re delighted to hear that you’ve consistently experienced fast deliveries and helpful customer service.
We appreciate your feedback regarding delivery partners. We are always working hard to improve our logistics and service quality, and hearing your positive experience with DHL is valuable input for us as we evaluate our delivery options.
We understand that some customers have experienced issues with DPD, and we take these concerns seriously. Your advice helps us focus on providing the best possible service.
Thank you again for your trust and support. We look forward to continuing to serve you in the future!
The worst customer service ever
The worst customer service ever. I opened a complaint 3 weeks ago and until now no response.
June 12, 2025
Unprompted review
I could have forgiven it for one time
I could have forgiven it for one time, but on two occasions cat food packages open in the delivery box, I blame bad packaging. I can't use this.
May 13, 2025
Unprompted review
They dont care about your pets
Unhelpful, unprofessional and most importantly- they dont care about your pet! I ordered cat food but the package got lost. In the meantime the little food we had ran out so i really needed a replacement fast. Zooplus said they were busy investigating so they suggested i order another one myself and i did as i was desperate. It’s been day 5 and they haven't shipped it yet and they wont tell me why. I cant buy Purizon in a petshop, it’s only available online, so i am stuck, my cat wont eat anything else. I am now forced to order 3rd bag, but wont do it at Zooplus.
May 12, 2025
Unprompted review
Customer service is terrible
Customer service is terrible, they automatically signed me up to a repeat order I didn’t want and after I returned it they did not issue a refund and made a mistake in their admin. I am now receiving letters demanding I pay them the money they owe me and my requests to customer service have been ignored.
April 13, 2025
Unprompted review
Scam
Site doesn't work, has a specific item to ship to Belgium. Can't ship it to Belgium... Now it's "sold out". So can't get the item anymore on discount and their customer service is not answering! Scam!
April 3, 2025
Unprompted review
Horrible delivery times and customer service
I'm a client for years and used to be very happy. However since corona when deliveries were delayed this hasn't got back to normal. Normally delivery was coming within 2 days, sometimes even next day. Nowadays, since few years really, it's at least a week or more.... The old excuse from COVID time "it's more busy than usually" doesn't cut it for me anymore. When reaching to customer service you get a reply after 3 days, mostly rude and without any compassion. I tried many times, too many really, to give zooplus a chance but now switching to a new webshop. I'm pretty sure I'm not the only one.
February 12, 2025
Unprompted review
Ordered 2 items from them 2 weeks ago
Ordered 2 items from them 2 weeks ago, DPD emailed that they delivered my items while nothing was delivered. Emailed ZooPlus twice but all i get is an automated reply twice in row (in 2 days) that we are too busy to reply. This is such a bad first impression im getting from this company.
February 5, 2025
Unprompted review
Always the best price
Always the best price. Service is great. I was once sent a bag of cat food that had been opened and taped shut, obviously not acceptable and customer service agreed. They sent a new bag immediately for free. Another time, I had an issue with a return, the delivery company lost the package. When I contacted zooplus about it they immediately refunded me for the return and then took over contact with the delivery company.
January 28, 2025
Unprompted review
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