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
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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.
Frustrated by poor delivery service
I started using zooplus after a recommendation from my vet, as my cats need a specialist diet. They have a decent-ish range of products, but their delivery service really lets them down. My last order was delayed by nearly 2 weeks and DHL were terrible with updates and tracking information, so I never knew when it was coming. My most recent order has now been delayed and I only got a notification after 8pm, the night before the day I specifically nominated for delivery because I had the day off. And the notification I’ve been given is incredibly vague, doesn’t say how long it’s delayed for, only that it might be delivered in the next 1-2 working days but not to worry because it’s on its way. Well I work full time and my cats need their specialist food before they run out, so quite frankly that’s not good enough. Thankfully they say they will refund the fee I paid to schedule my delivery, but it doesn’t resolve my issue - if they can’t fulfill orders they need to change their delivery service or else be up front about it, because this isn’t a great way to run a business. If I’d known they couldn’t meet my requirements I would have gone elsewhere or made other arrangements. There is no tracking information available, so now I’m in limbo and out of pocket by nearly £80 until this order arrives.
8 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sara,
Thank you for taking the time to share such detailed feedback. I’m very sorry to read about the difficulties you’ve experienced and I completely understand your disappointment.
Unfortunately, I wasn’t able to identify your account from the details visible on Trustpilot. As this is a public platform, we’re 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 means taking more of your time, and I apologise for having to ask. However, that is the best, and indeed the only, way for us to review your order properly and see what can be done to assist. As you may have already been in touch with our support team, please feel free to reply to that existing communication instead. Either way, do 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.
Your comments regarding delivery reliability, courier communication, and the transparency of delay notifications are important, and I will ensure this feedback is passed on internally.
Thank you again for bringing this to our attention. I sincerely 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
My go to for cat food and sundries…
My go to for cat food and sundries orders. Good variety, frequent offers and speedy delivery.
1 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Caroline,
Thank you for making zooplus your go-to for your cat food and pet essentials. It's wonderful to hear that you've been enjoying the range of products, our regular offers and the speedy delivery service.
I really appreciate you taking the time to share your experience and for choosing zooplus for your orders. Your support means a lot to us.
Team zooplus
EVRI let them down
An excellent company. Goods delivered promptly and a return handled well, until it came to EVRI collecting my order, it took them three attempts.
The initial delivery gave me the option of using DHL, sadly the return was given to EVRI who are atrocious around where I live
24 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jill,
Thank you for your kind words about zooplus and for highlighting both the prompt delivery and the smooth handling of your return.
I'm sorry to hear that the collection process didn't match the standard of service you experienced with us and we appreciate you sharing this feedback, as it helps us monitor the service provided by our delivery partners.
Thank you again for your continued trust and for taking the time to leave a review.
Team zooplus
Always efficient and speedy
Always efficient and speedy; great range of products, often cheaper than others.
2 October 2026
Unprompted review
Reply from zooplus.co.uk
It’s wonderful to hear that you value our efficient service, speedy deliveries and product selection, Suki. Thank you for choosing zooplus and sharing your experience!
Team zooplus
I ordered food for my cat
I ordered food for my cat, but instead by mistake. I tried to send it back three times, but it was never collected, which was quite frustrating. I asked the staff to speak to a manager but they said there was no one to speak to. I was so disappointed with the situation.
However, I have given five stars, that’s because out of the blue I got a phone call from a manager on the day the food was collected.
She apologised and refunded the money, and told me to donate the dog food to charity. They know I have never ordered dog food. The situation was resolved and I ordered my cat food from them on the same day. It ended well. 😊
22 September 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for giving us the opportunity to put things right, Mrs Rider. I’m truly sorry that arranging the collection proved so frustrating, but delighted that our manager resolved everything and restored your confidence in us.
Team zooplus
From quickly here to waiting an eternity
I have been using Zooplus for 8 or 9 years, bulk buying my cat food. Until my recent experience, they have been competitively priced, responsive and good to do business with. My most recent experience has been in stark contrast to this.
Having placed an order in late August it took several days to show as despatched. Almost immediately there was a message stating the package was delayed. having waited the 2-3 days quoted for delivery, I contacted customer service who told me to wait a further 5 working days. After this time, still no package, so I contacted customer service again, to be told the package had gone missing. I was informed the package would be sent again. Within a couple of days the new package appeared as delayed again. Following some very confusing communications it was finally established, 5 weeks after the original order, that both parcels had been returned to Zooplus.
From some of the conversations and conflicting information given both verbally and in emails, I have formed the opinion that the packages never actually left the warehouse, however Zooplus seem unable to provide an explanation past the fact the packages were not delivered and returned to the depot.
The one saving grace from the whole poor experience was that my money was relatively quickly returned and without any quibble. Aside from this and an offered £10 discount on a further order, I have received no reassurance that any further order will actually arrive, and I feel it now highly unlikely I will order from them again as the trust has been broken. A shame as they used to be so good.
Footnote - Although there is a tag stating this was an unprompted review, it was prompted by an email sent by Zooplus
1 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Paul,
Thank you for taking the time to share such detailed feedback. First of all, I would like to say how sorry I am that an experience following nearly a decade of ordering with us has left you feeling this disappointed. Reading your review, I can completely understand why your confidence in zooplus has been affected.
What stands out most is not only the length of time involved, but also the uncertainty you were faced with throughout the process. I am especially sorry that the information you received appears to have been inconsistent, leaving you without clear answers as to what had actually happened.
You also mention the communications received from our customer service team. Where our explanations have not been clear or have appeared contradictory, I sincerely apologise. Some of our initial replies are generated by an AI system to help provide faster responses to common enquiries, but if those replies do not resolve a customer's concerns, cases should always be escalated for further human review. I wonder whether this may have contributed to some of the frustration you experienced.
Having reviewed your case, I believe I have located your details in our system. For privacy and security reasons, we cannot discuss individual orders publicly on Trustpilot.
Your comments regarding reliability, transparency and confidence in placing future orders are important, and I will ensure this feedback is shared appropriately. Long-term customers such as yourself rightly expect better, and I am genuinely sorry that we have fallen short on this occasion. We will follow up via our official communication channels.
Thank you again for your honesty and for the many years you have trusted us with your pet supplies. We regret that this experience has overshadowed the positive service you had previously received, and we hope there may be an opportunity to restore that trust in the future.
Team zooplus
Reply from zooplus.co.uk
Thanks so much, Tony! It’s great to know that our prices and prompt delivery made for such a positive experience.
Team zooplus
Good Value,Quick and Good Customer Service
Good prices,quick delivery and excellent customer service if occasionally things do go wrong.I have been using Zooplus for many years and never had any reason to switch.
21 September 2026
Unprompted review
Reply from zooplus.co.uk
Your loyalty over so many years means a great deal to us. Thank you for recognising the support our Customer Care team provides when something occasionally goes wrong.
Team zooplus
EXCELLENT
Love zooplus but no longer find them as competitive price wise so have to source my cat food elsewhere.Also eish they would do different brands for cats.Otherwise all is good
21 September 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for your honest feedback, Elaine. I’m glad your overall experience remains positive, though I’m sorry our prices and cat-food selection are no longer meeting your needs as well as they once did. Your comments are appreciated.
Team zooplus
I have used Zooplus for about 9 years
I have used Zooplus for about 9 years, my last payment was declined due to me forgetting to transfer the money into my account, I was told that there would be a try again option next to my order, this wasn’t there, I have a subscribe and save, they told me to order it again, I tried but the price then increased by a lot, after contacting them and explaining, I was told that I should’ve received an email allowing me to pay for the order, this didn’t happen, I had to begin a new subscribe and save to get the reduced price, it caused a lot of stress as my dog was due her food and had almost run out, I realise the declined payment was my fault but I was immediately trying to pay for it but unable to as their usual process didn’t work, when I questioned the price difference they told me that it happens and that is in their T&C’s I had been extremely happy with the service of the subscribe and save up until that point however I was made to feel like an inconvenience when I was trying to correct the situation, I never implied that the declined payment was intentional or that I didn’t want to pay, as a longterm customer, I was extremely disappointed with the way that they dealt with the situation
16 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Karen,
Thank you for taking the time to share your experience, and thank you as well for being a loyal zooplus customer for around nine years. I am truly sorry to read how stressful this situation became, particularly when your dog’s food was running low and you were actively trying to resolve the payment issue as quickly as possible.
While I completely appreciate that the initial declined payment happened because funds were not available in the account at that moment, it is clear from your review that your frustration stems from what happened afterwards.
What concerns me most is your feeling that your efforts to resolve the matter were not met with the level of understanding and support you would reasonably expect after so many years with us. Long-standing customers should feel valued, especially when reaching out for help with an unexpected issue.
I believe I have been able to locate your details in our system. As Trustpilot is a public platform and for privacy reasons we cannot discuss account-specific information here, I will ensure that your feedback regarding both the payment process and the support you received is reviewed internally and we will communicate with you via our official channels.
Thank you again for bringing this to our attention. Feedback such as yours helps us identify situations where our processes and communication may not have worked as intended, and I am sorry that this experience overshadowed what had otherwise been many positive years with zooplus.
Team zooplus
Been shopping with Zooplus for about 10…
Been shopping with Zooplus for about 10 years now. Buy all my cats food from here. Great for specialist diets. List of all the ingredients too. Perfect. Delivery is quick.
Customer service is good too. You can speak to a human!. Will continue to shop here and have recommended to many friends.
7 October 2026
Unprompted review
Reply from zooplus.co.uk
Ten years of trust is something we never take for granted, Christine. Thank you for highlighting our specialist selection, clear ingredient information and human support, and especially for recommending us to your friends!
Team zooplus
Impossible to open a link on my laptop.
A friend of mine sent me a link on my phone. When I went to my laptop to see the message and the link from my friend, it was a link for Zooplus.co.uk and a order but I couldn't open the link on my laptop. I could open the link on my Samsung phone but not on my laptop. Very frustrating. Update, got a response from ZooPlus and all is good now so I will be back to using the site as usual.
7 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mike,
Thank you for taking the time to leave a review.
I’m sorry to read about the difficulty you experienced when trying to open the zooplus link on your laptop.
Having checked, I believe I have located your details in our system. As Trustpilot is a public platform and for privacy and security reasons, I’m unable to discuss any account-specific information here. However, I would like to look into what may have happened, and we will therefore follow up with you through our official channels so that we can investigate further and better understand what prevented access from your laptop.
Thank you again for bringing this to our attention. Feedback such as yours helps us identify issues that may affect other customers as well.
Team zooplus
Ordering was easy delivery was quick…
Ordering was easy delivery was quick package wasn’t damaged nor was any of the tins dinted which was great
1 October 2026
Unprompted review
Reply from zooplus.co.uk
It’s lovely to hear that ordering was straightforward and everything arrived quickly and in excellent condition, Erica. Thank you for sharing your experience!
Team zooplus
Horrendous experience.Food tampered with
Horrendous experience.
My dog food was unsealed and had been tampered with. Rude customer services and very unhelpful. The packaging on the brand was even wrong. It looked fake.
The colouring was different than what I usually get from the same brand at pets at home. There was a reason I stopped ordering from these a while back and this has just confirmed it. They use a rubbish delivery service too that just dump it on your doorstep. The outer box was damaged too. Never again will I use zooplus and I don’t advise anyone else too either.
6 October 2026
Unprompted review
Reply from zooplus.co.uk
Hi Kevin,
Thank you for taking the time to share your experience. I am very sorry to read your comments regarding the condition of the food you received, the packaging, the delivery experience, and the support you felt you received afterwards, which is what surprises me the most.
I have checked the information available through your Trustpilot review, but unfortunately I have not been able to identify your account in our system. As Trustpilot is a public platform, I am unable to investigate individual orders or discuss account details here.
With your kind help, I would genuinely appreciate the opportunity to look into this properly. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/ or by telephone on +44 1865 951301? That is really the only way we can securely access the order details, review what was supplied, and investigate the concerns you have raised about both the product and the delivery. As you have already been in touch with our support team, please feel free to reply to that existing communication instead. In either case, mentioning your Trustpilot review will help us locate and prioritise the matter more quickly.
Thank you again for bringing this to our attention. I hope you will give us the opportunity to review the situation through our official support channels and better understand what happened.
Team zooplus
Very helpful and addressed my queries…
Very helpful and addressed my queries quickly and efficiently. The new delivery service more careful with my parcel too!
25 September 2026
Unprompted review
Reply from zooplus.co.uk
I’m delighted that your questions were handled quickly and efficiently, and that the new delivery service treated your parcel with greater care. Thank you for letting us know!
Team zooplus
Reply from zooplus.co.uk
What a lovely review. Thank you for choosing zooplus and taking a moment to recognise the service you received!
Team zooplus
Excellent company with very competitive…
Excellent company with very competitive pricing. Fast delivery service, Good aftercare on the one occasion I needed to contract them (my fault not theirs). Have used Zooplus for some time now, that says it all.
22 September 2026
Unprompted review
Reply from zooplus.co.uk
Your continued custom says a great deal, Mrs Brotherton, and we truly appreciate it. Thank you for recognising our pricing, delivery speed and aftercare!
Team zooplus
Orders delivered in huge heavy box.
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 two boxes please. Poor delivery man. Sack truck essential.
7 October 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for your review, Amanda.
I'm glad to hear that you continue to find the products you need in stock and that your orders are arriving quickly. At the same time, I appreciate you highlighting the challenges caused by the size and weight of some of the parcels, both for yourself and for the delivery driver.
The way orders are packed is determined automatically by our warehouse system, which takes a number of factors into account, such as the items ordered, their weight, dimensions and how they can be transported safely. Where necessary, orders may indeed be split across multiple parcels. That said, I understand your concerns regarding particularly large or heavy boxes, especially when the packaging does not always withstand the journey.
Thank you for sharing this feedback. Should you wish to provide any further details or experience any inconvenience with future deliveries, please don't hesitate to contact our Customer Care team directly, as this enables us to receive the information through our official channels and assist where possible.
Team zooplus
Reply from zooplus.co.uk
Thank you, Jim! We’re pleased your order reached you quickly and securely packaged.
Team zooplus
Zooplus delivered
I am always pleased with how zooplus delivers my order on time and everything is as it should be.
28 September 2026
Unprompted review
Reply from zooplus.co.uk
Reliability matters when you’re ordering for a much-loved pet, so it’s great to hear that everything consistently arrives on time and as expected. Thank you for your trust!
Team zooplus
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