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.
Worst Customer Service - Buyer Beware
So I ordered items to my new address but the system reverted to my old address. The shipping company wouldn't help me neither would zooplus. So my package is in the middle of nowhere and I have no way of retrieving what I paid for. And they don't care. They never emailed as promised and the supervisors never called as promised. Don't give these people your money. There are much better companies who treat their customers better.
27 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
I am very sorry to hear about your experience.
I understand how frustrating this situation must have been, especially when your order was sent to an address you no longer had access to and you were unable to retrieve the parcel.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form. If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this matter to my attention. Your feedback is important and will be shared internally so that we can continue to improve our service.
Team Zooplus
Such a huge selection for pets!!!
Such a huge selection of foods and goodies! Easy to use app and site. Love the loyalty scheme and range of offers too including free delivery which always feels like a bonus 🐾🐾
12 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jag,
Thank you for such a wonderful review. It's fantastic to hear you're enjoying our range, offers, loyalty programme and free delivery benefits.
Knowing that both the website and app make shopping easy is lovely feedback for the team.
Team zooplus
Good selection of products, but useless delivery
Good selection of stock. Where this company fails is delivery and order fulfillment. I have been waiting a week for a bag of cat food. I honestly wish I just ordered it on Amazon instead. I would highly recommend changing their delivery company from Ervi (Hermes). They might be cheap to use, but this company is ruining it's brand with cost-cutting.
22 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jordan,
I am pleased to hear that you were happy with our product selection, but I am very sorry to learn about the delay with your cat food order.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
I appreciate your patience and the opportunity to improve.
Team Zooplus
At the monment all great no problems at…
At the monment all great no problems at all and evir does a great job i know when its coming thats inportant so 5 stars wish Del was cheaper
26 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Leslie,
Thank you for your review and five-star rating. I'm delighted to hear that everything is going smoothly and that you're happy with the delivery updates.
We appreciate your feedback regarding delivery costs and are grateful for your continued support.
Team zooplus
I ordered dog food and it was shipped…
I ordered dog food and it was shipped on time, but because they use EVRI the delivery did not show up. No attempt and said there was no new date. When I wrote to Zooplus their AI response said unfortunately they attempted delivery but now there is no new delivery date! But there never was an attempt! I was home all day! And because it is still within the delivery times I should wait 2 days. So now I have to buy food 1 day at a time until it arrives because I am 71 and living on a pension I can’t afford to just buy extra food! Their customer service is terrible. Using EVRI, the worst delivery company is terrible as well. Basically, I was lied to by the AI response! If that’s what they think good customer service is they have lost a customer.
25 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Michael,
I'm very sorry to hear about the issues you've encountered with your delivery and the frustration this has caused.
I'm also sorry that the response you received did not address your concerns in a way that felt helpful or personal.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
I sincerely apologize for the inconvenience caused and appreciate your patience while we investigate this further.
Team Zooplus
Appalling customer service
Appalling customer service. Cat food ordered on the 14/8/26, setting up a subscription for 16 weeks. Second order automatically dispatched on the 22/8/26 and payment taken from different cars to that held for subscription. Currently waiting for a supervisor to call me
25 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jackie,
I'm very sorry to hear about your experience.
I've reviewed your concerns and can confirm that your request has been escalated. The manager will contact you as soon as possible to discuss the matter in detail.
We sincerely apologize for the inconvenience caused and appreciate your patience while we investigate this further.
Team Zooplus
Excellent customer service
I have used this company for cat food a few times. This time unfortunately evri lost/damaged my parcel. I spoke to zooplus, who chased it up and sent me out a new order, that arrived super fast.
Excellent customer service.
25 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Kelb,
Thank you for sharing your experience. While I'm sorry your original parcel was lost or damaged in transit, I'm pleased we were able to resolve the issue quickly and get a replacement to you without delay.
Your kind words about our customer service are greatly appreciated.
Team zooplus
Lost my delivery and poor service
In the past I have never found an issue with your service or delivers, however on this occasion you lost my order which was medical grade dog food and this meant I had to source the food somewhere else as I had run out by the time you sorted out a new order. Sadly throughout the process I had to chase and if I had not keep chasing up where my order was, I would have had to wait even more time to have got my new order.
10 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Andre,
I'm sorry to hear that your order was lost, especially as it contained your dog's medical-grade food and I'm sorry that your recent experience did not reflect the positive service you had received from us in the past.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
Thank you for bringing this matter to our attention.
Team Zooplus
1 star is too many for Zooplus
I wish I didn't have to even give you 1 star.
If you're looking for a reliable company to order your pet food from, I would avoid Zooplus. Every single order I make there is an issue, poor packing results in 1 in 2 deliveries not making it out of the depot. Damaged goods, spoiled goods, missing items, incorrect items. And you're lucky if you even receive your order entirely. Customer service is absolute rubbish. I would not recommend this company to anyone.
25 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Alena,
I am very sorry to hear about your experience and sincerely apologize for the frustration and disappointment caused.
It is particularly concerning to learn that you have encountered issues with multiple orders.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
Please accept my sincere apologies for the inconvenience caused.
Team Zooplus
You won’t receive your order!
Don’t bother ordering from this company, you won’t receive your order. No email advising of delivery issues, you have to chase. Issues happen but every order?!
23 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Becki,
I am sorry to hear about your experience and understand how frustrating it is when you're expecting an order and receive no proactive communication about delays.
I am sincerely apologize for the inconvenience caused and the time spent chasing updates on your order.
Because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form. If you have already been in touch with support, please feel free to follow up on your existing enquiry.
In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you again for bringing this matter to our attention.
Team Zooplus
I did a re-order earlier than expected…
I did a re-order earlier than expected and the Company put my transaction and order through immediately. The Kitty litter is a great dust free product which can be flushed down the toilet. I'm really happy though the delivery company they use has let them down with a few torn packs when it's been thrown over my gate. Otherwise a really great product and pleasant experience to deal with them. Thanks 👍
17 August 2026
Unprompted review
Reply from zooplus.co.uk
Dear Sherryl,
Thank you for your thoughtful review. I'm delighted that your order was processed quickly and that you're happy with the kitty litter. I'm sorry to hear some deliveries have arrived with damaged packaging, but I appreciate you recognising our efforts.
For future orders, you may be pleased to know that we now offer delivery options at checkout, allowing you to select the service that suits you best. Thank you for your support.
Team zooplus
Zooplus itself is good but they need to…
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 I am still waiting for 6 days later with no sigh of it coming so now I am left without my pets normal food and will need to risk getting random food from the supermarket and upsetting her stomach 😔. Come on Zooplus, your delivery is letting you down.
18 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
Thank you for sharing your experience with us.
I am pleased to hear that you've been happy with Zooplus and our prices, but we're very sorry to learn about the repeated delivery issues you've experienced.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this to our attention, and we hope to provide you with a much better experience in the future.
Team Zooplus
Zooplus Investigates … but for how long?
DHL failed to deliver my order from Zooplus, having pretended to have attempted delivery twice while I was at home. The order now appears lost and was meant to arrive over a week ago.
Zooplus has not despatched a replacement or issued me with a refund. Instead they tell me they are investigating the issue with DHL and will let me know the outcome. So I remain without my order or my refund and no timescale about when either will appear.
If Zooplus wants to operate in the UK they have to operate with our consumer law (Consumer Contracts Regulations 2013 and Consumer Rights Act 2015) in mind. “The contract” is between me and Zooplus, the risk remains with them until the goods are delivered. I am not legally bound by the timeline of their internal investigation/discussion with DHL and should not be out of pocket for, well, who knows how long? They need to despatch a replacement or reimburse me and take it up with DHL later, as DHL’s customer.
I have found Zooplus fairly reliable and of course the origin of this problem is created by the terminally useless DHL, but Zooplus can’t allow their internal investigation with their courier to hold up a consumer’s statutory right to a resolution.
12 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi EH,
Thank you for taking the time to share your experience.
I am very sorry to hear about the difficulties you've encountered with your recent order.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this matter to our attention. We value your loyalty and regret that this experience has fallen short of the standards you have previously received from Zooplus.
Team Zooplus
Not good this time
I have ordered dog food from Zooplus many times in the past as the price is good and the delivery usually fairly quick. This time it took a week!! I contacted Zooplus by phone and was assured delivery would be made in 24 hours, it wasn't!! I used the online system twice to complasin and have heard nothing.
7 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sandra,
Thank you for your feedback and for being a loyal Zooplus customer.
I am sorry to hear that your recent experience did not meet the standards you've come to expect from us.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
We value your continued custom and sincerely regret the inconvenience caused.
Team Zooplus
Excellent as always
Excellent service, my orders are always dispatched the same day and delivered the next day. Great prices and deals and I really appreciate the points to use for extra treats for my senior (who also very much appreciates them too!).
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Heather,
Thank you for your continued trust in zooplus. It's lovely to hear that you enjoy our prices, deals and loyalty points, and even better to know your senior companion enjoys the extra treats too!
We appreciate your kind feedback.
Team zooplus
Great site with the best prices
Great site with the best prices. Excellent range of dog foods and supplies. We have used Zooplus for many years with our past and current dogs. Consistently reliable with quality and delivery. Recommend to anyone.
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Sarah,
Thank you for being with zooplus over the years. We're delighted that you've consistently found great value, a wide selection of products, and dependable service.
Recommendations like yours mean the world to us.
Team zooplus
Good service, always reliable
Have used Zooplus a few times now. They are always quick to despatch and correct with their order deliveries. The delivery company was once late in making a delivery and they even sent a note to apologies even though it wasn't their fault. They also do good offers now and then. Good to have a pet food company we can rely on.
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi A,
Thank you for your kind words and for highlighting our reliability. I'm especially pleased to hear that our communication during the delayed delivery was appreciated. We always want our customers to feel informed and supported, and your feedback lets us know we're on the right track.
Team zooplus
Zooplus is very reliable I order
Zooplus is very reliable I order in plenty of time so my order comes by the time I need it .i like the point system that helps you “buy” extra things or donate your points to charity.i order a 20 kilos of food a month for my two adult dalmations , with the point system I have purchased treats balls blankets brushes lots of things really either green or discounted with the points Iv earned when I buy the food so it’s a good little bonus. I find the food always arrives on time or within the time frame given which for me is important because it’s more expensive at my local pet shop and it’s a special order item so if it runs out I can’t get it straight away locally so it’s important to know I can get it from zooplus when I need it .
20 August 2026
Unprompted review
Reply from zooplus.co.uk
Dear Sue,
Thank you for such a detailed and wonderful review. It's great to hear that our loyalty points scheme has helped you enjoy extra goodies for your two Dalmatians over the years.
We're delighted that our reliable deliveries and product availability give you peace of mind when ordering your dogs' food. Thank you for your continued loyalty.
Team zooplus
Appalling delivery experience again!
Like many others it seems, I am experiencing significant delivery issues. Most recent order split into two separate consignments - the first appears to have vanished completely with no useful tracking details (just a map of a 20 mile radius). The second was delivered a day later and, despite saying “we’ll need a signature” the large parcel was just dumped on the doorstep.
On the Zooplus website it asks which carrier they should use, and offer a choice of Evri or DHL. Don’t know why as Evri bought DHL last year, so no choice as whatever ‘service’ DHL may have offered its now gone down to the abysmal Evri level…..and this carrier should definitely be a ‘no no’, particularly as even Zooplus (their client) seemingly can’t get a timely response from them!
20 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi AJ
Thank you for taking the time to share your experience. I am very sorry to hear about the issues you've encountered with your recent order.
I sincerely apologise for the inconvenience caused and for any delays in resolving the matter.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this to our attention. Your feedback helps us improve both our service and the delivery experience for our customers.
Team Zooplus
I can recommend zoopluss
I have always found a great service and speedy delivery from zooplus but this time Had a problem with delivery one of the packs of 18 carton's of dog food was missing out of the box and the box was opened on delivery. I contacted zoo plus’s about this and they quickly sent a replacement. I know this was down to the delivery company DHL. not them. But they sorted it out. Quickly. I can recommend Zooplus I have been shopping with them for a good few yrs now. And the prices are good. I know it’s a company I can trust. And usually hassle free.
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Chris,
Thank you for your continued trust in zooplus over the years. I'm sorry there was an issue with your recent delivery, but I'm pleased we could arrange a replacement quickly for you.
It's lovely to hear that our service and value keep you coming back.
We truly appreciate your recommendation.
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.