zooplus.co.uk Reviews 

Zooplus need to change their partner delivery service.

My cat requires a specialised diet and I can only order certain products therefore I rely on what they offer. My last 3 zooplus repeat deliveries have all had issues. One was supposedly delivered. It wasn’t and I got a refund as even zooplus recognised the communications from DHL didn’t add up.

My second parcel arrived by some miracle but again no where close to the time or date DHL said they would deliver it.

Now my current one which was supposed to be delivered on the 24/10 has not arrived. DHL continually lying saying they have attempted delivery via email updates about 2-3 hours after their stated delivery window (they haven’t actually tried to deliver my parcel as I have 24 hour CCTV recording of the front of my home and door).


To say it is disappointing is an understatement, I have been a customer of zooplus for almost 2 years.
When I get my refund for this order my account will be closed with zooplus indefinitely. Perhaps seeing all these reviews regarding your partnered delivery services this might actually make the company be proactive to make changes!!!!

I use Zooplus for all my cats needs, choice is wide and all goods offered are top quality, goods are delivered quickly and to my door. I also find that the prices are very competitive and time from order to delivery is extremely fast. Thankyou Zooplus.

Zooplus are products and services fine and I use them regularly, but the DHL delivery service they use is pulling down my desire to use them and hence this review. On this occasion my delivery, in a cardboard box, was left outside in in pouring rain. Noone knocked on the door, inspite of it being obvious someone was in, or made any effort to put in a more sheltered place (which was possible). As a result I didn't know it was there until I received the despatch notification, the 'your parcel is with us' and the 'we've delivered your parcel' emails all at the same time, some time after the delivery was made by which time the box was saturated.

I get wet food my cats will mostly eat, at a reasonable, mostly, price. The biscuits are a bit expensive, but my cats eat them, and they keep the urinary track healthy. I find it is better to pay a little more, sometimes, for food your cats will eat, than to be constantly chucking away or giving away biscuits or wet food your cats will not eat.
If you buy enough, delivery is free, and it’s always pretty quick, unless of course, there’s lots of snow.

Excellent service.
Left a review on a product where I thought the quality had gone downhill.
Didn't ask for a refund but got one. Surprised as didn't even expect to be contacted, unexpected these days.

I order from here a lot and have never had any problems with my order or delivery. Will happily use them again.

Very disappointing experience – missing parcel and still waiting for my refund.

I'm a first-time puppy owner, and Zooplus was recommended to me as a place to buy supplies for my puppy. Unfortunately, my first experience has been extremely disappointing.

My parcel never arrived. After contacting customer service, Zooplus eventually confirmed that the shipment was lost and offered me a refund. I accepted, expecting the matter to be resolved promptly.

However, despite being told that my refund had been processed, I still haven't received any money. I've contacted customer service multiple times, provided screenshots of my bank account showing that no refund has arrived, and explained the situation repeatedly. Yet I'm still being told that the refund was successful, without the issue actually being resolved.

To make matters more confusing, I originally paid £61 on 13 October 2026, but Zooplus claims to have refunded £73.62. I've asked them to explain this discrepancy, but I'm still waiting for a satisfactory resolution.

The frustrating part is that all I want is my money back for an order that never arrived. Instead, I've spent far too much time chasing customer service and trying to resolve an issue that shouldn't have happened in the first place.

As a new puppy owner, I wanted a reliable company I could trust. Unfortunately, this experience has seriously damaged my confidence in Zooplus, and I would struggle to recommend them based on the service I've received.

Zooplus, please stop telling me the refund has been processed and actually investigate where the money has gone. I simply want this matter resolved and my money returned.

Placed a order on 8/10/2026 it’s now 28/10/2026 and i still haven’t received a dispatch email?

The email customer service is useless, they promised a replacement for something they lost, I received several emails confirming this and then 4 days later they emailed again with a completely different answer, changing everything they said before and it's insane.

They're relying on ai to answer emails when they don't even give answers the customer service team agree with so why they're using it I don't understand but it was terrible.

Thankfully I eventually managed to call and speak to a human who actually helped resolve the issue but if you have a problem you cannot sort it through email any more, it's just an endless reply of unreliable non answers.

After years as a loyal Zooplus customer, I'm extremely disappointed!
My order placed on 19th October never arrived. DHL repeatedly changed delivery dates before Zooplus finally confirmed the parcel was lost. DHL however continued reporting daily that parcel was out for delivery.

Zooplus then arranged a replacement parcel on 26th October, which is now ALSO DELAYED! Despite specifically asking them NOT to use DHL again, they ignored my request and used the same courier! Their generic delay notification doesn't even acknowledge that this is already a replacement for a lost order!
Meanwhile, £122 of my money remains tied up, and I've had to spend more buying essential pet food elsewhere. Companies need to understand the financial impact this has on households, especially with today's cost of living.
What frustrated me further was Zooplus repeatedly reminding me to refuse the original parcel if it turned up or arrange its return. Believe me, I WISH it had arrived!
A 10% discount voucher hardly compensates for this nightmare.
Just look at the other reviews! Customers are reporting similar DHL problems, yet nothing seems to change.

I wish Zooplus would acknowledge where they've let customers down and take responsibility for putting things right, rather than simply sending polite apologies while the same problems continue.

Sadly, after years of shopping with you, I'm no longer confident placing another expensive order and risking going through this all over again.

Further to my comment 3 days ago. Their customer service contacted but still unable to tell me where and when will my order arrive after my purchase on 16 days ago!

It is not that difficult for them to contact their delivery partners and find out! Always reply that they will look into it!

Their customer service team is a joke and useless! They don’t care about their customers.

Don’t buy from this website

DHL haven't delivered my parcel since 22nd October and Zooplus have said they're looking into it but as yet I have no resolution. Having to spend extra money on cat food because of the delay. Asked repeatedly how to complain with no answer. Pleaded with them send my order again with a different courier and was told to wait until end of day yesterday, today they're telling me they're chasing up with DHL, but chasing up is not what I need, I need them to send my order again so my cats don't starve! Repeatedly told them I have a health condition which is exacerbated by stress and yet 5 days later I'm still trying to get my order. Slow replies on email as they take 24 hours to respond and no contact number.

I have a subscription with zooplus. The delivery date can be changed when needed, added to or postponed. And good price too.

No problem with the company, it is the delivery service they use. Had a message that they would deliver on a certain day and that they needed a signature, stayed in all day only to receive another message saying they had tried to deliver but couldn't gain access. Looking at the map they sent it was on an industrial sight miles from our home. Same message the next day stayed in again and then the same second message. Rang Zooplus but all they could tell me was that the delivery company had the correct address. On the 3rd day delivery arrived, dropped over our gate, no signature required, driver just left.

Confirmation of delivery as promised, the goods where not on the vehicle, that was a Tuesday, I requested delivery the following day as we planned to have the weekend away from the Thursday. Nothing, made contact with your customer service on the Friday who promised to get back to me in a couple of hours, still waiting, again made contact on the Saturday to be told it would be the Monday or Tuesday for delivery so I cancelled the order. I then had a confirmation of order that I had refused. This is not the only time of issues with delivery from DHL, they are using white van man and I would say of all deliveries one or two where ok.

I'm a long time customer of Zooplus and recently placed an order. I shop with them because they have a much wider range of products than I can get elsewhere and cats are so fussy. Prices are reasonable and there's often an offer. Orders are also despatched quickly.

Title: Disgraceful Customer Service – Damaged Goods, No Accountability and Disregard for Consumer Rights

Order Number: 468998186

I have been a loyal Zooplus customer for many years, but my recent experience has been appalling.

In early October, I ordered 20 crates of Hill's z/d specialist wet cat food (480 cans). Initially, only 13 crates arrived. I immediately contacted Zooplus regarding the seven missing crates.

DHL subsequently emailed me confirming that the shipment had been damaged and advising me to contact Zooplus. I forwarded this email to Zooplus but received no response.

The following day, the remaining seven crates arrived in an ordinary brown box rather than Zooplus packaging. The box was wet, soggy, leaking brown liquid and emitting a horrible, rotten, muddy smell. Several cans were badly crushed.

As this is specialist food for cats with dietary sensitivities, I could not risk using potentially contaminated products. I disposed of the damaged goods because of the leakage and unpleasant smell.

Despite several emails, Zooplus initially ignored my complaint. When they eventually responded, they claimed there was insufficient evidence because DHL had confirmed delivery. The issue was never whether the goods were delivered, but the unacceptable condition in which they arrived!

I even provided DHL's written confirmation of damage and a photograph of a crushed can I had retained.

Shockingly, weeks later, Zooplus insisted I return all seven crates before they would consider a refund. How could I return leaking, foul-smelling goods that had already been disposed of and collected by the refuse service? I am also partially disabled, making handling heavy, damaged parcels particularly difficult.

The customer service correspondence has been dismissive, rude and completely lacking in empathy or accountability. I feel bullied rather than supported as a longstanding customer.

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, and retailers are responsible for goods damaged during delivery. Proof of delivery does not mean the products were delivered in acceptable condition.

I am requesting that Zooplus senior management urgently review my case, acknowledge DHL's damage notification, and refund the seven damaged crates (168 cans).

I am not asking for special treatment, simply fair treatment and respect for my consumer rights.

After many years as a customer, I am extremely disappointed. Unless this matter is resolved, I cannot recommend Zooplus.

Zooplus have always been great but totally let down by DHL. The delivery was meant to be on Oct 13th (I took time off all day as said it needed signature) but eventually arrived on 24th (I was in but no knock on the door and just dumped outside!). Zooplus did let me know on the 16th it was delayed but no communication from DHL. If I was a new customer I’d only rate 1 star but my orders are normally great. PLEASE, PLEASE don’t use DHL again!

Delivery was yet again APPALLING. Instead of using gate phone for access the two boxes were dmped road side of the electric gates. Worse yet again despite previous complaints boxes left tight against gates - this is the third time. As any one can see gates are on a slope and therefore open outwards.By throwing boxes against gates boxes damaged and gate mechanism strained - fortunately not broken. unless delivery can be executed correctly (call gate phone for instruction as requested) I will have to move to an alternative supplier.

easy and friendly and gives clear details about the products