Confusion over when a new order replaces or advances a subscription with the result that I received an extra order I did not need. I did not receive a note telling me that my subscription was due unti... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Most stuff I need is in stock. Order arrives quickly but in such a large, heavy box I have to unpack the contents in the porch. Box often doesn't survive the journey. Could my supplies be packed in... See more
Company replied
Why is Zooplus still using DHL Express when they know that the company is useless and failing us customers? Are Zooplus’s management sleeping or simply don’t care? Wake up and cancel your contract w... See more
Company replied
Zooplus are good when they use DPD and generally Evri. Customer service is good. But echoing others, DHL are useless as they take time to deliver and pretend they can't access the property as an excus... See more
Company replied
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
3.3
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 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick to order, prompt delivery, shoddy packing
The food I wanted was back in stock, been out of stock for many months. Easy to order and as always, prompt delivery but yet again let down by shoddy packaging so 2 out of 3 of the parcels the boxes were damaged and partially open. This seems to be a permanent ongoing issue with Zooplus.
23 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Vonni,
Thank you for your review. I'm glad you were able to order the food you wanted again and that the delivery was as prompt as expected. At the same time, I'm sorry to hear about the condition of the parcels on arrival. In those instances, please, always contact our customer care team for full assistance.
Team zooplus
This is the third large box of Gourmet…
This is the third large box of Gourmet Pearle cat food that has arrived with up to 5 broken and extremely smelly packets at the bottom of the box.
I will have to look elsewhere for it.
6 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi SFS,
Thank you for taking the time to share your feedback. I’m very sorry to read that this is now the third occasion on which your Gourmet Perle cat food has arrived with damaged pouches at the bottom of the box.
I have checked the information available to me, but unfortunately I haven’t been able to identify your account from your Trustpilot details. Because Trustpilot is a public platform, I’m unable to review individual orders or discuss account-specific information here.
With your kind help, I’d really appreciate the opportunity to look into this properly and understand why these repeated damages are occurring. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? As advised to some fellow Trustpilot reviewers in similar situations, that is the best, and really the only, way for us to investigate the affected orders and work towards a suitable resolution. If you have already been in touch with support, please feel free to reply to that existing communication and mention your Trustpilot review so that your case can be identified and prioritised 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 hope we will have the chance to review the details with you through our official support channels and make things right.
Team zooplus
Always great customer service and sort…
Always great customer service and sort problems swiftly resolving issues that were unexpected
24 September 2026
Unprompted review
Reply from zooplus.co.uk
Hello Samantha,
Thank you for your kind words. It's particularly rewarding to hear that our customer service team was able to resolve issues quickly and efficiently when needed. We greatly appreciate your support and trust in zooplus.
Team zooplus
Good experience with Zooplus
I have ordered a few times now from Zooplus and consistently had a good experience with them. Great selection of products and offers. My dog loves every treat I order from Zooplus. Delivery always on time.
18 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Juliana,
Thank you for your lovely review. I'm delighted that you've consistently had positive experiences with zooplus and that your dog is enjoying all the treats you've chosen. It's also great to hear that our product range, offers, and delivery service have met your expectations.
Team zooplus
They used to be great however have…
They used to be great however have gotten terrible. They were great to bulk buy for my cats in the past.
Three deliveries now I think this year not delivered on specified dates.
I am disabled so when buying in bulk with items I need someone to be with me to move the heavy parcels etc. But they now don't stick to dates you have paid extra for. So I have to arrange for help on a second occasion, not just putting myself but others out. The issue given is logistical issues. (Which basically means they are taking your money for stock they don't have to sell) You get an auto email telling you it won't be coming on time but not to worry as you will be refunded your delivery fee. Never mind your schedule.
You can't send them to pick up locations either anymore as it won't let you.
Had another order cancelled their end due to processing issue. Although they state they didn't take money it was on hold with the bank..so had to wait for that to be returned before buying again.
For the third not delivered on time order which was meant to be delivered today.. I went online and cancelled it. With an easy click. So it hadn't even left the warehouse to cancel it so easily. When you order on a Monday/ Tuesday to deliver on a Saturday. They have plenty of time to see there's no stock and let you know. But I got a auto-generated email late Friday night saying it won't come on time etc.
As I had someone with me today. We went out to pets at home and brought similar to my order with zooplus.. but it was actually cheaper. Despite it being hard for me to get out at times I think this is going to have to be the way to go now after so many issues on orders.
10 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Paul,
Thank you for taking the time to share such detailed feedback. I am truly sorry to read how much your experience with us has changed compared to the reliable service you had previously enjoyed.
I completely understand why repeated delivery delays would be especially frustrating in your circumstances. I can also appreciate how disappointing it must be to experience this on multiple occasions.
Having reviewed the information available here, I have unfortunately been unable to locate your account details. Because Trustpilot is a public platform, I am not able 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/. That is genuinely the best, and in practice the only, way for us to fully review what has happened and see whether there is anything we can do to improve matters for you. If you have already been in touch with our support team, please feel free to reply to the existing communication instead. Either way, please 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.
I am especially concerned by the repeated delays to orders placed well in advance, as well as your comments regarding delivery options and collection points – again, with your help, it would be our responsibility to you to ensure that we fully understand why that has been happening.
Thank you again for bringing this to our attention. I appreciate the time you have taken to explain the situation, and I sincerely hope we will have the opportunity to hear from you through our official support channels and look into this further.
Team zooplus
My cat did not like a flavour that I…
My cat did not like a flavour that I ordered and she usually eats all the food I order from there. I emailed within 14 days and got an instant refund, so very satisfied. Otherwise, I’m very happy the shipping is always fast.
5 October 2026
Unprompted review
Reply from zooplus.co.uk
Dear Sophie,
Thank you for sharing your experience. While we're sorry that your cat wasn't keen on one of the flavours, I'm pleased that the refund process was quick and straightforward for you. It's wonderful to hear that you've otherwise been happy with our products and fast shipping.
Team zooplus
Quick delivery and well packaged
Quick delivery and well packaged. I use this company regularly
25 September 2026
Unprompted review
Reply from zooplus.co.uk
Hello Bert,
Thank you for your continued support. It's great to know that your orders arrive quickly and well packaged, and we're delighted to be your regular choice for pet supplies.
Team zooplus
You've tried the rest, now buy from the best !!
Zooplus offers an excellent choice of quality products from a very extensive range that not only meet all requirements, but also suit all budgets.
Orders are dealt with swiftly and professionally and dispatched in super quick time with multiple choices for the customer to pick from.
I have been a returning Zooplus customer for many years and cannot fault the service they offer. This is truly a company you can trust.
10 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi June,
Thank you for such an amazing review. We're thrilled that our extensive product range, competitive prices, and speedy service have kept you coming back over the years. Your trust and recommendation are truly appreciated and mean a great deal to our team.
Team zooplus
Wouldn’t shop anywhere else 🥰
Excellent price
Loads of offers
Super speedy delivery.
Wouldn’t shop anywhere else.
10 October 2026
Unprompted review
Reply from zooplus.co.uk
Dear Susan,
Thank you for your fantastic feedback. It's wonderful to hear that you're enjoying our prices, offers, and speedy delivery service. Knowing that you wouldn't shop anywhere else is a huge compliment and greatly appreciated.
Team zooplus
Website is easy to use
Website is easy to use. Quick delivery & good prices
6 October 2026
Unprompted review
Reply from zooplus.co.uk
Hello Penny,
Thank you for taking the time to leave a review. I'm pleased to hear that you find our website easy to use and that you've been happy with our prices and quick delivery. We truly appreciate your support.
Team zooplus
Poor is an understatement
Poor is an understatement , I ordered two parcels and one arrived in 3 days, then an invoice and nothing about the other parcel until I complained. Then some bright spark stated the obvious about it being delayed and the suggested I wait another 2 days and see. I could have walked to Munich and collected it, or drove there and back about 8 times. I think another supplier is in order
9 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi John,
Thank you for taking the time to share your experience. I'm sorry to read about the frustration caused by your order, especially when one parcel arrived promptly while the other seemed to disappear into a void, leaving you having to chase us for information.
Unfortunately, I haven't been able to identify your account from the information available in your review. As Trustpilot is a public platform, I'm unable to investigate or discuss individual orders 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 what happened with the missing parcel and the communication you received. Alternatively, you can call us on +44 1865 951301.
Sorry for sounding a little repetitive with advice we've also had to share with other fellow Trustpilot reviewers, but contacting us through our official channels is genuinely the best, and really the only, way for us to access your order details and assist properly. As you've already been in touch with our support team, please feel free to reply to your existing correspondence and mention your Trustpilot review, as this helps us locate and prioritise your case more quickly.
Thank you again for highlighting this issue. I hope we'll have the opportunity to look into it thoroughly and leave you with a better impression than the one described in your review.
Team zooplus
An absolute pleasure using this…
An absolute pleasure using this company.Fast delivery by Evri.Hopefully they never use relay !
Thank you and I will order again 😊
9 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Gillian,
Thank you for your kind review. I'm delighted that your experience was such a positive one and that you were pleased with the speedy delivery. We really appreciate your support and look forward to welcoming you back for future orders.
Team zooplus
Everything arrived in good condition…
Everything arrived in good condition and much faster than usual, very happy.
24 September 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
Thank you for your feedback. It's wonderful to hear that everything arrived safely and that your order reached you faster than expected. We appreciate your support and are delighted we could provide a positive experience.
Team zooplus
Ordering is relatively easy
Ordering is relatively easy and an order is processed efficiently and arrives quickly. My only issue is the points! I would happily donate them but my order is on a subscription and I don't appear able to do this. My dogs don't need treats and the points expire.
9 October 2026
Unprompted review
Reply from zooplus.co.uk
Dear Brenda,
Thank you for taking the time to share your feedback. I'm pleased to hear that ordering is easy and that your deliveries arrive quickly and efficiently. I also appreciate your comments regarding reward points and subscriptions - please, do get in touch with our customer care team for full assistance on that.
In the meantime, this page lists all information about points, and maybe you can find the answers you are after there: https://www.zooplus.co.uk/bonuspoints/products
Team zooplus
Zooplus good unless they use DHL
Zooplus are good when they use DPD and generally Evri. Customer service is good. But echoing others, DHL are useless as they take time to deliver and pretend they can't access the property as an excuse for delayed delivery.
1 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi MZ,
Thank you for sharing your experience and for your kind words about our customer service. It's great to hear that you've generally had positive experiences with zooplus and with other delivery partners.
I'm sorry, however, that the deliveries have not met your expectations. I understand how frustrating delivery delays and unsuccessful access attempts can be. For our UK customers, we now offer delivery carrier options at checkout on many orders, helping you choose the service that best suits your needs.
Should you ever experience difficulties with a delivery, please contact our Customer Care team through our official channels, as they are the only team able to investigate and assist with order and delivery-related issues.
Thank you for your feedback and for choosing zooplus.
Team zooplus
Totally unhelpful
Totally unhelpful! You lost my delivery, didn’t inform me about it if I wouldn’t track it I would never know that I lost my repeat delivery! When I contacted you I had just money returned and was informed that product (benek litter) is out of stock even that on your website is avaliable to buy!!! Seriously tragic customer service!
8 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi K J,
Thank you for taking the time to share your experience. I’m truly sorry to read about the frustration caused by that.
I can also appreciate how confusing it must have been to be told that the Benek litter was unavailable while it appeared to still be offered on the website. Stock availability can sometimes change very quickly, but I completely understand why this left you feeling let down and dissatisfied with the service you received.
I’ve tried to locate your details using the information available on Trustpilot, but unfortunately I haven’t been able to identify your account. As Trustpilot is a public platform, I’m unable to investigate individual orders from 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 exactly what happened and see how we can rectify things for you. Apologies for sounding repetitive, as we often share the same advice with fellow Trustpilot reviewers, but this truly is the best and only way for us to access your account securely and investigate properly. As you have already been in touch with support, please feel free to reply to that correspondence and mention your Trustpilot review, as that can help 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 hope we’ll have the opportunity to look into this further through our official support channels and work towards a better outcome for you.
Team zooplus
Reply from zooplus.co.uk
Hi A U,
Thank you for taking the time to leave a review. I am very sorry to read that your experience with zooplus has been disappointing and we are here to rectify that.
I had a look using the information available on Trustpilot, but unfortunately I wasn't able to identify your account or order details. 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 may require additional time on your part, and I apologise for that, but it is genuinely the best way for us to review what has happened and see whether we can put things right. If you have already been in touch with support, please feel free to reply to your existing case and mention your Trustpilot review, as this can help us locate and prioritise the matter more quickly.
Alternatively, you can also contact us by telephone on +44 1865 951301.
Your comments regarding both delivery delays and damaged packages are concerning, and feedback like yours helps us identify areas where we need to improve.
Thank you again for bringing this to our attention. I hope we will have the opportunity to hear from you through our official support channels and look into this properly for you.
Team zooplus
Great products poor packaging
The products are great . Thank you.
Unfortunately packaging and shipping is poor. Products always arrive open and spilt.
23 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Dori,
Thank you for your review and for your kind comments about our products. I'm sorry to hear that the packaging and shipping have not met your expectations and that items have arrived open or spilt. Whenever you experience issues, the only way for us to put things right is via our customer care team and our official communication channels - please, if you could very kindly do that, that would be great.
Team zooplus
Great service as usual
Great service as usual, fast dispatch, plenty of choice
18 September 2026
Unprompted review
Reply from zooplus.co.uk
Hello Vaida,
Thank you for your continued support and for your lovely review. It's great to hear that you've once again enjoyed fast dispatch and a wide choice of products. We truly appreciate your loyalty and look forward to serving you again soon.
Team zooplus
Confusion over when a new order…
Confusion over when a new order replaces or advances a subscription with the result that I received an extra order I did not need. I did not receive a note telling me that my subscription was due until an email telling me it would be delivered the following day. Very sloppy and pretty unsatisfactory. I have cancelled my subscription. I may come back to you but the whole incident has left me feeling annoyed and I will certainly look around before I ever return. It will be interesting to see how you handle it in customer services - if at all.
29 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Nick,
Thank you for taking the time to share your experience. I'm very sorry to hear about the frustration caused by the way your subscription and new order interacted.
Our subscription process triggers all relevant notification emails that our subscribed customers ought to receive, and it is of paramount importance for us to understand what had happened with the one that you are reporting being missed at your end.
Unfortunately, I haven't been able to locate your account from the information visible here. As Trustpilot is a public platform, I'm unable to review or discuss individual account details for privacy and security reasons. With your kind help, it would be great if we had the opportunity to look into what happened. You can contact our customer care team via https://www.zooplus.co.uk/contact_form/ . As we often advise fellow Trustpilot reviewers in similar situations, that is the best, and in fact the only, way for us to access your account and investigate properly. If you've already been in touch with our support team, please feel free to reply to the existing correspondence and mention your Trustpilot review so we can prioritise your case more quickly.
Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for highlighting this issue. We genuinely appreciate the feedback and hope you'll give us the opportunity to review your experience through our official support channels.
Team zooplus
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