I used to love Zooplus and still appreciate that I can find products that I cannot get elsewhere, such as calming cat food and pheromones. But whereas an order used to arrive within days, it is now ta... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Had been using Zooplus for a long time & then in 2023 something changed. Delivery times got longer & longer as well as the customer service becoming less effective. Delivery times quoted are n... See more
Company replied
I am a zooplus customer for years, the quality of the articles, particularly the dog food is high BUT Over the last 2 years the delivery service is absolutely abysmal. I don't know why it says deli... See more
Company replied
I was very disappointed with my zooplus delivery from GLS which arrived on 7th November. The packaging was broken open and the contents were left exposed to the elements, there was a tear in the cat l... See more
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Company details
Written by the company
zooplus - your pet shop with pet supplies and pet products for cats and dogs in UK. Dog supplies, cat supplies, dog food, cat food, dog chews, cat toys, bird cage, cage, aquarium, aquatics.
Contact info
Ireland
- zooplus.ie
2.3
Poor
892 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Haven't received it yet
Haven't received it yet. Still in transit since 22/12/25.
22 December 2025
Unprompted review
Reply from zooplus.ie
Hi Paul,
Thank you very much for sharing your feedback with us and sorry for the slow acknowledgment here.
I'm very sorry to hear that you are experiencing delays with your delivery and we would very much love to assist you with that.
I was not able to find your details in our system using your first name and surname as shown here, and we cannot assist you publicly here on Trustpilot for security and privacy reasons: please, if you could kindly contact our customer care team via https://www.zooplus.ie/contact_form/ and reference your review. If you prefer, you can share your order ID here, which is safe to do, and I’ll make sure your case is prioritised.
Thank you again for taking the time to write this — I truly hope we can make things right and restore your confidence in us.
Item arrived damaged and unusable..was…
Item arrived damaged and unusable..was soaking wet. Attempts to contact customer service by email not accepted by site..contact telephone number given on site no longer in service...appalling service..never again..delivery was very overdue not for the first timem
31 December 2025
Unprompted review
Reply from zooplus.ie
Hi Laurance,
Thank you for sharing your experience. I’m truly sorry to hear that your item arrived damaged and unusable. What surprises me the most, however, is that you were not able to contact us: it's very odd indeed, as both our contact us form and our phone lines are in good working order.
I wasn’t able to locate your account details from the information provided here, and for privacy reasons, I can’t resolve individual cases on Trustpilot. Please, if you could give our contact us form another go and contact our customer care team via https://www.zooplus.ie/contact_form/ and reference your review. If you prefer, you can share your order or customer ID here, which is safe to do, and I’ll make sure your case is prioritised.
Thank you again for bringing this to our attention — I truly hope we can make this right and restore your confidence in us.
Update on delivery
Update
I was contacted by a lovely person in Zooplus, they apologised for the situation and my new order is being delivered today just over a week since ordered , what makes a great company is not what is working , it’s how they handle things when they do wrong .
I still have not received my order , the delivery is just so bad
1 January 2026
Unprompted review
Reply from zooplus.ie
Hi Audrey,
Thank you for the update and for working with our Customer Care team — we appreciate the opportunity to learn and make things right. We’re pleased your replacement is scheduled for delivery today, and we’ll continue supporting you via our secure channels as needed.
Should anything still be off, please reply to our last message (you can reference this Trustpilot review so we can prioritise your case).
And if the experience now reflects how we handled things when they went wrong, you’re welcome to refresh your review — Trustpilot allows updating both the text and the star rating whenever you wish.
Thank you very much.
======================
Hi Audrey,
Thank you very much for taking the time to share your feedback with us and sorry you have experienced delays with your delivery.
I have found your details in our system using your first name and surname as shown here and I will make sure that our customer care team communicates with you via our official channels as we cannot discuss in details here due to privacy and security reasons.
Thank you.
Stay away from this company
I placed my €134 order on the 2nd of December.
It took 27 days to arrive, in a broken box. As compensation they offered the insulting amount of €10 to shut your mouth. Their customer service and the GLS are absolutely garbage.
Thanks to them I ran out of food for my 5 senior and frail animals.
I've been a loyal client to this billionaire company for almost 15 years and I spent thousands every year in them. They couldn't care less. You have no value to them as client.
I badly regret all the money spent in this business.
Find another option.
29 December 2025
Unprompted review
Reply from zooplus.ie
Hi Miller,
Thank you for taking the time to share your experience with us.
We completely understand how upsetting and inconvenient this must have been, especially after being a loyal customer for so many years.
Please know that your feedback is very important to us. We deeply regret that we did not meet your expectations and that our proposed resolution did not reflect the trust and loyalty you have shown us over the years.
We sincerely appreciate your long-standing relationship with us and are truly sorry that this situation has led to disappointment.
Unfortunately, I was not able to find your customer account with the details provided here. Could you please reach out to our customer care team https://www.zooplus.ie/contact_form/ and reference your review.?
Delivery is not good
The company itself is ok but the delivery company they use ( Gls Ireland ) are very poor . I dont think I can order from this company again . My dog has run out of hypoallergenic dog food so now is at greater risk of illness .
30 December 2025
Unprompted review
Reply from zooplus.ie
hi Jack,
Thank you for sharing your experience with us.
We regret to hear about the difficulties you have faced with delivery and the impact this has had on your ability to provide the right food for your dog. We completely understand how stressful and concerning this situation must be, especially when your pet’s health depends on timely delivery.
Please know that we take your feedback very seriously. Reliable delivery is a priority for us, and we regret that this experience fell short of expectations.
Unfortunately, I was not able to identify your customer account with the information provided here. Kindly reach our to our customer care team https://www.zooplus.ie/contact_form/ and reference your review.
We truly appreciate your trust and hope to have the opportunity to serve you better in the future.
The delivery service provided by GLS is unreliable.
The delivery service provided by GLS is terrible. I've bought food with them for a year and every single time they god delayed some couple of days and usually the boxes were damaged. I let the customer services know about this. But nothing changed.
The breaking point was on Christmas. I put the order with plenty of time at early December so my package arrives. It ended up being lost and never delivered. The response from customer serives were just to keep waiting or send another package through normal delivery and waiting 2 more weeks (after waiting for a month).
Now I decided to change provider of my dog food, as I know I can't rely on them to deliver my food on time.
9 December 2025
Unprompted review
Reply from zooplus.ie
Hi Daniel,
Thank you for sharing your experience with us.
I am truly sorry to hear about the repeated delays and damaged packages, and especially the disappointment caused by your Christmas order not arriving as planned. We completely understand how frustrating and inconvenient this must have been for you.
We regret that we did not meet your expectations despite your efforts to order well in advance.
I was not able to allocate your customer account with the information from here, kindly reach out to our customer care team https://www.zooplus.ie/contact_form/ and reference your review.
Thank you again for bringing this to our attention.
Ordered food on the 10th Dec and still…
Ordered food on the 10th Dec and still waiting on it.
Now the 31st Dec,still no food.
Have just bought a second 2kg bag of dog food from the vet.
V unsatisfactory.
25 December 2025
Unprompted review
Reply from zooplus.ie
Hi Sheila,
Thank you for letting us know.
I am really sorry to hear that you have been waiting since December 10th, that’s far longer than expected and I completely understand how frustrating this must be.
I have checked and found your customer account with the information provided here and we will communicate with you via our official channels.
We truly appreciate your patience and will do our best to get this sorted .
Waiting 3 weeks for my order
Waiting 3 weeks for my order. Have contacted zooplus and haven’t got an answer as to where the parcel is. Very disappointing service. Tracking provided is useless.
To add to this reply from zooplus, I have reported you to PayPal to receive a full refund. My order was placed Dec 3rd. Still nothing. Funny how you can have actual people reply here but when we reach out through email you get your AI bots to send a repeated reply and don’t help customers at all.
22 December 2025
Unprompted review
Reply from zooplus.ie
Hi Sara,
Thank you for reaching out and sharing your concerns. I’m truly sorry to hear that you’ve been waiting so long and haven’t received clear updates, that’s understandably frustrating.
I wasn’t able to find your account details with the information provided here, and for privacy reasons, we can’t resolve individual cases on Trustpilot. Could you please reach out to our customer care team via https://www.zooplus.ie/contact_form/ or follow up on any existing emails you have received from us, and reference your review?
Delivery company is the worst
Their shipping company is the worst. It takes several weeks for them to deliver, and usually chasing up too. I had to spend an hour on the phone asking where my last package was before they delivered it. This time ive waited weeks and its still not even in my country. Yet zooplus still say their delivery is 3-6 days..I wish!
10 December 2025
Unprompted review
Reply from zooplus.ie
Hi Anon,
Thank you for sharing your experience with us. I am really sorry to hear about the delays and the inconvenience you have faced, that’s definitely not the experience we want for our customers.
I wasn’t able to find your account details from the information provided here, and for privacy reasons, we can’t resolve individual cases on Trustpilot. Could you please reach out to our customer care team via https://www.zooplus.ie/contact_form/ or follow up on any existing emails you have received from us, and reference your review.
No dogfood for Loki for Xmas
I placed my order on December 6. Money has been taken from my account. No sign of dog food. Customer service wait on phone is over 35 calls. No reply to email
Never ever again
6 December 2025
Unprompted review
Reply from zooplus.ie
hi Mary,
Thank you for reaching out and sharing your concerns.
I’m truly sorry to hear about the delay with your order and the difficulty you’ve experienced trying to contact us. This is certainly not the experience we want for our customers.
I have found your customer details based on the information provided here. As we are not able to discuss about individual cases publicly here for security reasons, we will communicate with you via our official channels.
Thank you again for bringing this to our attention.
Have been using Zooplus for 8+ years - NEVER AGAIN
Have been using Zooplus for food, cat litter and accessories for more than 8 years accross two countries (France and Ireland).
The product range is good.
The products might arrive spoiled probably due to warehouse conditions (referencing wet food).
Delivery is extremly slow and unreliable.
Products are just put in boxes with no organisation or packing. If you don't plan the orders, the products will get damaged in transit because tins might be placed with bags of litter in the same box.
No customer support.
No accountability - they offer 10% or 10 eur vouchers for weeks of delays on orders amounting in 100s of euro.
No way to speak to a superviser.
No recourse, no improvement after multiple complaints.
I will try and pay more for products elsewhere and hope I never have to go back buying from Zooplus. They are borderline scammers and I don't recommend them for more than once in a while shopping.
18 December 2025
Unprompted review
Reply from zooplus.ie
Thank you for taking the time to share your feedback with us.
We truly appreciate your loyalty over the past 8 years and across multiple countries, and we’re very sorry to hear that your recent experiences have not met your expectations.
Your concerns regarding product quality, delivery reliability, and packaging practices are important to us. We understand how frustrating it can be when items arrive damaged or delayed, and we regret that our current processes have caused inconvenience. Additionally, we acknowledge your comments about customer support and accountability, and we take them seriously.
I wasn’t able to find your account details from the information provided here, and for privacy reasons, we can’t resolve individual cases on Trustpilot. Could you please reach out to our customer care team via https://www.zooplus.ie/contact_form/
Thank you again for bringing this to our attention.
17 days after ordering and yet to…
17 days after ordering and yet to receive package. 9 days to hand the package over to GLS, and its been with GLS for 8 days with no movement. Unreliable.
19 December 2025
Unprompted review
Reply from zooplus.ie
Hi Johny,
Thank you for bringing this to our attention. I’m truly sorry for the delay and the frustration this has caused.
I have found your account in our system using your details as shown publicly here, and, as we cannot assist you on this platform for security and privacy reasons, we will communicate with you via our official channels.
Your patience means a lot to us, and we’re committed to resolving this as quickly as possible.
Abhorrent delivery service, stay away.
Have been a regular customer for over 4 years now, and over the last 12 months their delivery time have gotten worse for each delivery, first 8 days instead of 3- 6 as advertised, then 11 days and now its over 16 days and still waiting. Will be advising all other members of my dog club to avoid at all costs.
They only post an AI generated response to all complaints I've read here.
Each order delay I was told I'd receive a 20%. Discount on any order within the next 6 months, but I've never received any coupon or discount. Polite people on the phone but about as useful in resolving the delivery issues as a 1 legged man in an ass kicking contest.
My last orders both on December 1st 2025 were identical, 1 arrived on the 15th and the other is still in limbo at "final parcel sorting center" per gls site. No updates no movement.
Hate to give Amazon the business but no other choice but to pay extra for same food brand.
Order ID # 422532429
1 December 2025
Unprompted review
Reply from zooplus.ie
Hi Kevin,
thank you very much for sharing that information. We will communicate with you via our official channels as perviously advised.
Thank you.
Hi Kevin,
Thank you very much for taking the time to share your feedback with us. I am very sorry you are reporting that your latest experience at zooplus has not met your expectations, and I thank you for your thorough summary here.
I was not able to find your account in our system using your details as shown here, and, since we cannot assist you publicly on this platform for security and privacy reasons, please, if I can ask you to very kindly follow up on any existing emails you have received from our customer care team, mentioning your Trustpilot review, so that we can further assist you.
Alternatively, you can share your customer/order ID here, safe to do so, and we will then communicate with you via our official channels.
I hope it's an acceptable request and we look forward to making everything right for you.
Thank you.
I haven't received my order.
17 December 2025
Unprompted review
Reply from zooplus.ie
Hi Ciara,
Thank you very much for taking the time to share your feedback with us and sorry you have still not received your order.
I have tried to locate your account in our system (we are not able to assist you publicly here for security and privacy reasons), but I could not find it with the details available here.
If you have not done so already, the best, and only, way to get us to assist you is to contact our support team - https://www.zooplus.ie/contact_form - please if you could do so and mention your review so that we can correctly prioritise your query, that would be great.
Alternatively, you can share your order/customer ID here, safe to do so, as that too would be super helpful.
Thank you.
💥 WARNING: SYSTEMIC FAILURE & CUSTOMER SERVICE COLLAPSE
Zooplus has changed for the absolute worst since 2020. Do NOT order essentials.
I have been a Zooplus customer since 2020. My experience, like the company itself, has dramatically changed, for the worse. The switch from reliable DPD delivery to cut-rate carriers Evri and GLS has caused a total systemic failure that renders this company unusable for essential pet supplies.
The Facts of the Decline:
* Crippling Delays: Deliveries that once took 2-3 days now routinely take 6+ days, and often significantly longer. This is not an inconvenience; it is a critical failure when dealing with time-sensitive supplies like specialized pet food and litter.
* Damaged Goods: My order placed in late September (€276) arrived opened and completely wrecked. I accepted the loss then, but the quality control is non-existent.
* Financial Hostage: I am currently owed approx. €190 for two separate orders placed on 30/11/25 and 09/12/25. Both are severely late or missing, forcing me to buy emergency supplies elsewhere at short notice. My bank account is lighter, but my cats have no food.
* Customer Service Fraud: When contacted, support provides nothing but automated, canned responses designed solely to "buy time" and delay resolution. They are indifferent to the fact that their failure leaves customers without food for their pets. There is zero care, zero accountability, and zero effort to genuinely resolve the issue.
Conclusion and Warning:
Zooplus has prioritized "going cheap" on logistics over fulfilling their basic contract—getting the goods to the customer in a timely manner. They are no longer a reliable source for critical pet supplies. If you need your items within a reasonable timeframe, or if you ever expect effective customer support, do NOT place an order. They will take your money and leave you in the lurch.
I strongly advise prospective customers to seek out a retailer that uses reliable couriers and respects their commitment to timely delivery.
Customer ID: 29120118
30 November 2025
Unprompted review
Reply from zooplus.ie
Hi Amalia,
Thank you so much for sharing that information with us - our customer care team will be in touch with you as soon as possible.
Thanks again.
Hi Amalia,
Thank you ever so much for taking the time to share your thorough feedback with us and let me express my deepest apologies for the inconvenience you have experienced.
What surprises me the most is what you are reporting about the service received upon contacting our customer care team - some of our initial replies are generated by an AI system, designed to offer quick answers to common queries and save you time. I wonder if this may have contributed to the impression that your concerns weren’t being properly addressed. If the automated response doesn’t resolve your issue, replying to it will escalate your case to a human advisor who can assist you directly — and we’re always happy to help.
In any case, it would be great if you could give us the opportunity to put things right and regain your trust - we are not able to assist you here on this public platform for security and privacy reasons, and I wonder if you could very kindly contact us https://www.zooplus.ie/contact_form/ or follow up on any existing email communication with our support team, mentioning your review so that we can correctly prioritise your query. Alternatively, you can share your customer/order ID here, safe to do so, so that we can retrieve your details in our system, something I have not been able to successfully achieve by using your first name and surname as publicly shown here.
I hope it's an acceptable request and look forward to hearing back from you.
Its still not here
Its still not here. And everytime around 1-2 weeks.
15 December 2025
Unprompted review
Reply from zooplus.ie
Hi Viktoria,
Thank you very much for taking the time to share your feedback with us, so sorry to hear your delivery is being delayed.
Unfortunately I was not able to find your account in our system using your details as shown here and, as we are not able to assist you publicly on this platform, for security and privacy reasons, may I ask you to very kindly get in touch with our support team or follow up on an existing email communication you might have with us, mentioning your Trustpilot review, so that we can prioritise it correctly.
You can alternatively share your customer/order ID here, which is safe to do, as that too will allow us to retrieve your details in our system.
Thank you very much.
Zooplus failed to deliver my order and…
Zooplus failed to deliver my order and could not or would not tell me where it was. According to their website EVRI are their partners for Northern Ireland yet EVRI emailed me to say they are expecting my parcel soon. I live in Dublin and my parcel should be handled by GSL. Delivery incompetence is not good for business and very stressful for customers. Yet again Zooplus have messed up in what I assume is a drive for more profit, they should go back to DPD.
4 December 2025
Unprompted review
Reply from zooplus.ie
Hi John,
Thank you for taking the time to share your feedback — I’m really sorry to hear about the confusion and stress caused by your recent order. I completely understand how frustrating it must be, and I appreciate you highlighting the impact this has had.
I’ve checked and found your details in our system, and we will communicate with you via our official channels as we are not able to discuss of individual cases here on this public platform for security and privacy reasons.
Thank you again for bringing this to our attention — I hope we can resolve this promptly and restore your confidence in ordering with us.
Super slow delivery service
Unfortunately, I can't recommend Zooplus if you're ordering in Ireland. The prices and the variety of goods are really great, but the delivery service is super slow, also not user friendly as the tracking numbers are constantly changing and can't be traced properly. I have ordered food for my cat and placed an order on December 1, 2025, now it's December 12, 2025 and I still don't have any updates on the parcel, besides that it was dispatched on December 4 (apparently, they use some Evri that ships it to the Netherlands and then hand it over to GLS to ship to Ireland, which is a long chain and everyone in it has delays on their side).
I used to be a loyal customer, especially, because back when I was ordering in Poland, my parcels from Zooplus arrived within 2 days. I expected delays now, so I ordered pet food in advance, but 2 weeks for a delivery within EU is too much.
I suggest Zooplus to change the delivery service they're cooperating with to have a better customer experience.
upd: it's December 18 - still no parcel :(
12 December 2025
Unprompted review
Reply from zooplus.ie
Hi Krystyna,
Thank you very much for keeping us up to date with your delivery, I am glad to see that you have been contacted by our customer care team as promised, and we will continue to be in touch with you via our official channels.
Hi Krystyna,
Thank you for taking the time to share such detailed feedback — I’m really sorry to hear about the delays and the difficulties with tracking your order. I also appreciate your point about the complexity of the delivery chain and how that impacts speed and reliability.
I’ve checked and found your details in our system, so we will communicate with you via our official channels as we are not able to provide you with assistance publicly here, for security and privacy reasons.
Thank you again for bringing this to our attention — I hope we can resolve this promptly and restore your confidence in ordering with us.
Irishand zooplus customer for over an decade…
I am based in Ireland and since zooplus moved from DPD to Evri, the service has been frankly appalling. Every order there is an issue, they go missing, don't arrive on time, the wrong order is delivered (someone else's order at times), I waste so much time chasing up these issues.
Also, the prices at zooplus have increased hugely, which given their standards and customer service has dropped massively, is ironic and very annoying.
They've also got rid of their rewards programme which is a real disappointment and means the value they offer is further reduced.
I will be unlikely to use them again in the future, after over a decade of loyal custom I've had enough.
21 November 2025
Unprompted review
Reply from zooplus.ie
Hi Terry,
Thank you for taking the time to share your thoughts — I’m truly sorry to hear how disappointing your recent experiences have been, especially after being a loyal customer for over a decade.
I’ve checked and found your details in our system, so, as we are not able to assist you publicly on here, we will communicate with you via our official channels.
Thank you again for bringing this to our attention — I hope we can resolve this promptly and restore your confidence in ordering with us.
Long delivery, broken contact form
I have made an order (421636715) on 27.11.25 and still (10.12.25) haven't received my parcels and it's been 13 days already. It took zooplus almost a week to dispatch the order and delivery service haven't updated the info in 7 days as well. The contact form on the website is not working. It is not the service it is used to be.
10 December 2025
Unprompted review
Reply from zooplus.ie
Hi "customer",
Thank you so much for taking the time to share your feedback with us and I am very sorry for the experience you are having with your last order.
Great that you have shared your order ID here, I very much appreciate that: it will allow us to locate your account and communicate with you via our official channels, as we are not able to assist you publicly here on Trustpilot.
Thank you very much for your patience.
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