Zoovillage Reviews 4,522

In February 2024 I ordered a design bag from Zoovillage and made a claim as the bag had scratches in its leather.

Zoovillage accepted the claim but never shared with me a return label. We agreed they would share a label with me on e-mail since their return platform had bugs and didn’t work. For several month I was in contact with them and have chased them 15+ times ever since. Now it is 8 months ago I ordered the bag of 2.071 DKK and I still have the bag stored at home in its original shipping bag and everything.

I have chased Zoovillage on e-mail many many times and they are constantly apologizing for the delay in their response instead of providing me a return label. I do not even trust that they will ever return my money even if I get the opportunity to receive a return label and return the bag.

This has been the most horrible online shopping experience I have ever experienced and I have contacted my bank who cannot help since I still have the bag with me. But I am unable to return the bag without any label.

Zoovillage, please solve this case asap! You have replied so many times that you are sorry and that I should create a return label on your website, but if you read the mail correspondance we have had with 20+ e-mails you will see that it is not possible. Also just please respond. You stopped replying to my e-mails during summer even though I have sent you several e-mails asking for an update and what status is.

I placed an order with 3 items on their website in June, only two items arrived, I returned both items first week of July, and as of now, they never declared this return. It is impossible to contact Zoovillage. I documented my return, tried to call them, but Telia is telling me the phone number associated with Zoovillage is unregistered, I wrote emails to Zoovillage, there is no answer. They are a complete fraud at this point, given that they received my return (the courier marked it as delivered to Zoovillage) and did not reimburse me. I declared the return via the return page used by Zoovillage, was well within the 14 days for a return, filled in the required return forms, sent the unworn intact items in their original packaging. What more could one have done?
I used Klarna for payment because I thought that is safer than using my card, and that was a very big mistake. Klarna is not a serious company. They did not even check that Zoovillage had financial difficulties and filed for bankruptcy in early July 2024, and have been doing poorly since 2023. Their only thing is to tell me to contact Zoovillage even when I tell them Zoovillage does not have a working phone number and does not answer emails.
Zoovillage should come with a warning for fraud. Your return items might never be declared as returned and you might just end up funding Zoovillage and whatever legal issues they have.

Returns are not processed.

I made a return more than two months ago, following fully Zoovillage's instructions and policy. I have not been reimbursed and their customer service hasn't replied to three of my messages I've sent them within a montht.

Returned items in the order are not handled so the overall invoice is not updated due to this. Something is going on in Zoovillage customer support / handling orders since this was not problem before. Also my service requests tickets are not answered nor they handle Klarnas requests. In my opinion this is key element of online purchasing so hopefully fixed soon. Now I can not recommend it.

Unfortunately, I have to write a review here and share my story because I'm desperate and don’t know how else to reach the customer service of this company.
I received my order on the 31st of May. There were shoes, and after trying them on the same evening, I realized that the size and fit did not suit me. I immediately filled out the return form and planned to send them back as soon as possible. By email, I received a return confirmation, but it said: “Valitettavasti valitsemassasi rahtitkirjassa näyttää olevan jotain vikaa. Ota yhteyttä jälleenmyyjään, jotta saat lähettety rahtikirja.” This translates from Finnish as “Unfortunately, there seems to be something wrong with the waybill you selected. Contact the retailer to receive the sent waybill.”
I also haven’t received any link to Budbee to schedule my return. As stated in the message, I contacted customer service the same day (31st of May). Long story short, I still haven’t heard from them.

I contacted them again on the 3rd of June and on the 10th of June. Still no answer.
I really feel desperate and helpless because I simply cannot send my return back. It feels like a scam when you can't send a return within 14 days and no one answers your emails.

Dear customer service, could you please help me? My inquiry numbers are 64907, 65021, and 65308. On your webpage, it is stated that I will be contacted within 24 hours, and now it is the 12th day I am waiting for your response.

Your immediate attention to this matter is crucial. Failing to address customer concerns in a timely manner undermines trust and damages your company's reputation. I urge you to resolve this issue promptly to restore my confidence in your service.

Very very bad company - did never send the order, but took my money - now the dont return the money - a scam company - dont buy there

I have reached out to your customer service over the past 2 week (in 3 emails) and I have not received a response.
I have a claim on one of my products and I am starting to being impatient with an answer.

You are welcome to reach out to me here or on my email so this can be fixed.

I had a terrible experience with Zoovillage. My order is marked as shipped, but it cannot be tracked through the courier. There has been no information or feedback from customer service. I've sent several emails but they are not responding and the phone number is out of use. I have never experienced anything like this before.

I've sent an email with name and order number as requested, but it didnt help...

Update:
16th May I received an apologetic email back from customer service, and a couple of days afterwards I received a full refund (I did say that I'd prefer the order instead, but this is acceptable). I've left the previous reviews below but have upped the experience to 2* instead, because they were responsive and apologetic, and I didn't just get a copy/pasted reply. TrustPilot has been useful.
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Do Zoovillage have a customer service department any more? They've had my money for weeks, but I can't phone them, they ignore emails, and any communication on this site has just been a dribble of short copy and pasted statements blaming "technical problems with delivery", issues which are always just a few days from being resolved. Yet, surprisingly, I can still place a new order (with very generous 'clearance' discounts) and choose the very same delivery company to deliver it!!! I've never written (or wanted to write) a bad review, but this really needs to be highlighted. I have friends that have been very happy with Zoovillage before, but I'm shocked at how bad this has been.

@Zoovillage: What IS going on and, realistically, when will it be resolved? If it really is a temporary issue, please provide some more informative communication to put people's minds at rest. If and when I receive the goods (or a refund), I'll happily delete these posts, but it's been quite an unpleasant experience that I'd prefer not to repeat.

Two weeks after the order and 6 days from your response to my review there still has not been contact with the support. I have started two support tickets already. Still didn't get my package after two weeks.

I have waited 10 day on my package. Not sure if it will ever arrive. I should have listened to other reviews and not have given this scam company my money.
Don’t expect to get answers from customer service, I am after many days still waiting for reply.
I want my money back or the package now.
Update: THEY HAVE NOT SENT MY MONEY BACK YET (17/05-24)

I ordered a package two weeks ago and I haven't received it yet. What happened????

I haven’t received my package and I would like a refund today please, because I haven’t received any news. I’d like to cancel the order and get refunded the full amount.

I have still not received my package or any response during the past 4 days since you said you had technical issus or any reaponse on my emaik other than an automatic reply. Bring said they will not do anything as its your responsibility. Please send me the package or give me my money back.

Portuguese in Helsinki. Bought a pair of Diemme s tuesday night and I was super afraid that the boots wouldn´t arrive in helsinki on time, because I was (am) leaving on that same weekend. The expected delivery time was friday 4 pm and thankfully at 3:50 pm I got the message from Budbee stating that it was already inside the Budbee Box of my choice. Super happy with the service and with the price.

Great experience

Shvidka delivery!

I dont hve my package. I dont have an update on the order status. Budbee has no update. I see a refund in my account from Klarna and no mail/message on why? I sent an email to customer support, but no response! Is my order expected to be delivered or not?

Great, order came fast!