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
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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 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
3.1
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.
I'm a regular Zooplus customer and…
I'm a regular Zooplus customer and they've always been great. They have a much bigger selection of quality cat food than anywhere else I've shopped, so it's easy to keep my cats happy with different brands and flavours.
Delivery is always fast, everything arrives well packed, and I've never had any issues. I'll definitely keep ordering from them.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Dear Melinda,
Thank you for being a regular customer and for your lovely review. We're thrilled that our wide selection of cat food helps keep your cats happy and that your orders continue to arrive quickly and well packed.
We look forward to serving you and your feline family again soon.
Team zooplus
Had several order from zooplus…
Had several order from zooplus excellent service and speedy delivery. Competitive prices too .
22 July 2026
Unprompted review
Reply from zooplus.co.uk
Thank you for your review. We're delighted to hear that you've enjoyed excellent service, speedy delivery and competitive prices.
Your support means a lot to us.
Team zooplus
Terrible customer service
Terrible customer service, paid £110 for cat food 15 days ago, DHL have sent 7 emails about delivery - still no cat food, and Zooplus won't refund my money - so I have no money and no cat food. Website says the Customer service line is in Oxford - I belive this to be false. Keep getting an automated response, saying they are dealing with an increased number of emails - no wonder!! avoid at all costs
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Ally,
Thank you for taking the time to share your experience. I’m very sorry to read about the situation you've described. The difficulty you've had reaching us, which is very surprising indeed, has clearly added to that frustration, and I sincerely apologise for that.
You mentioned receiving automated replies from our support team. Some of our initial responses are generated by an AI system to provide quick assistance with common enquiries. However, if those replies do not resolve the issue, responding to them should escalate the case to one of our customer care advisors. I appreciate that this may not have felt helpful in your circumstances, and I'm sorry if it gave the impression that your concerns were not being properly addressed.
Unfortunately, I haven’t been able to identify your account using the information available on Trustpilot. As this is a public platform, I’m unable to review or discuss individual order details here for privacy and security reasons. With your kind help, I would very much like us to have the opportunity to review your case properly and see what can be done to put things right. Please contact our customer care team via zooplus Customer Contact Form or, if you already have an open enquiry, feel free to reply to it. In either case, please mention your Trustpilot review, as this helps us locate and prioritise your case more quickly. We also have our phone line support that you can use to call us.
Thank you again for bringing this matter to our attention. I hope we'll have the chance to investigate this fully through our official support channels and work towards a satisfactory resolution.
Team zooplus
Reply from zooplus.co.uk
Hello Hammercat,
Thank you for your feedback. I'm pleased that your order was delivered carefully and on time.
We appreciate you taking a moment to share your experience with us.
Team zooplus
LOST
I have used Zooplus for many years And always had good deliveries But they have changed to DHL (was previously EVRI) Had text saying delivery made! and signed for by Jane ! Don't have any neighbours called Jane and no one had seen my parcel Contacted DHL told the address the driver had left it at ! But that address doesn't even exist around here ! Zooplus were very quick to refund me But was a bit disappointed ! Plus on the same delivery I was due a delivery of dry dog food too but was informed the day before due that it was out of stock . So had to have a quick shopping trip to Pets at Home before I ran out
27 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Janet,
Thank you for taking the time to share your experience with us.
I’m very sorry to hear about the difficulties you encountered with this order. I completely understand how disappointing it must have been to receive a notification that your parcel had been delivered and signed for, only to discover that it was nowhere to be found.
I can see that our customer care team has already arranged a refund for the missing parcel, but that does not change the frustration and inconvenience the situation caused. Please be assured that feedback regarding delivery issues is taken seriously, particularly when tracking information appears to be inaccurate.
I’m also sorry that the out-of-stock item added further disruption. While stock availability can occasionally change unexpectedly, I appreciate that this is especially problematic when you rely on regular deliveries for your pet's essentials.
Thank you for bringing both of these issues to our attention. Our customer care team will review this occurrence in details and communicate with you via our official channels.
Team zooplus
Excellent product
Excellent product, let down by choice of delivery partners, most unhelpful
20 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Susan,
Thank you for your review.
I'm glad you're happy with the product, although sorry to hear that your experience with the delivery partner wasn't as positive.
Your feedback is valuable and helps us monitor the service provided by our delivery partners. We appreciate your support.
Team zooplus
Good products but issues with delivery
I discovered Zooplus when stocking up ready for a new puppy. They have a vast range of products - often at good prices - and ordering is straightforward. Sometimes items on one order have come from different warehouses and arrived separately, but that was ok because Zooplus kept me informed. However there have been issues with their Evri deliveries. It's a bit cheaper to pick up parcels from my local collection point, but one order was delayed and another never arrived when I chose that option. Customer Services responded quickly and re-sent the missing items, but it was still a hassle. I now pay the extra for home delivery and keep my fingers crossed, or look for an alternative supplier whose deliveries are more reliable
20 July 2026
Unprompted review
Reply from zooplus.co.uk
Hello Mrs. Edwards,
Thank you for your detailed feedback. I'm delighted that you've enjoyed our product range, prices and responsive customer service.
And sorry for the inconvenience caused by the delivery issues you've experienced.
We're grateful for your continued trust and appreciate you highlighting both the positives and the areas where we can improve.
Team zooplus
Sent me the wrong item
Sent me the wrong item, then customer support contact pages has issues and I can’t submit the form
I try calling them and they are closed.
Useless
1 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Danielle,
Thank you for taking the time to leave a review.
I'm very sorry to hear that you received the wrong item and then encountered difficulties when trying to contact us for support. I completely understand how frustrating this must have been, particularly when you were unable to submit the contact form and couldn't reach us by phone when you tried to call. That’s very surprising indeed.
I have been able to locate your details in our system and can see that you are already in touch with our customer care team regarding this matter. As we cannot discuss individual orders publicly on Trustpilot for privacy and security reasons, we'll continue to assist you through our official communication channels and work with you towards a resolution.
Thank you again for bringing this to our attention.
Team zooplus
Terrible customer service
I recently received my standard repeat dog food order except they’d charged me 75% more than normal.
I called up and was told that there is pricing issue with the item on their website. I’ve since emailed three times, shared screens shots of the pricing error and called four times. Been told a manager will call me back.
I’ve had zero response despite it saying they respond within 24 hours.
Every time I call nobody can tell me what’s happening.
Really appalled at the terrible customer service and that they can justify taking an authorised amount from my account with no warning.
27 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Victoria,
Thank you for taking the time to share your experience with us. I’m truly sorry to read about the frustration and disappointment caused by the pricing issue on your repeat order, as well as the lack of clear follow-up afterwards. What concerns me most is that you found yourself having to chase us repeatedly without receiving the updates or call back you were promised.
I can appreciate how upsetting it must have been to see such a significant difference in price on an item you regularly purchase, particularly when this happened without warning and despite your efforts to provide screenshots and additional information. You should never be left feeling uncertain about what is happening with your case.
As I have been able to locate your details in our system, I will arrange for this matter to be reviewed through our official channels so that the concerns you have raised regarding the pricing discrepancy and the handling of your enquiry can receive the attention they deserve. For privacy and security reasons, I’m unable to discuss any account-specific information here on Trustpilot.
Thank you again for bringing this to our attention. Your feedback is invaluable in helping us improve both our communication and customer experience, and I hope we can restore your confidence in zooplus.
Team zooplus
Over a month now and no cat food
Over a month now and no cat food. They have sent out two consignments neither have been delivered. EVRI are the delivery partner and a veritable joke. Use EVRI in HG3 and you will receive nothing.
ZooPlus are going down the pan as a result.
1 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Glebe,
Thank you for taking the time to share your experience. I’m very sorry to read that, after more than a month, you still haven’t received the cat food you ordered.
I can also appreciate why this situation has left you feeling disappointed with both the delivery process and your overall experience with zooplus.
With your kind help, it would be great if we had the opportunity to fully review what has happened and see whether we can make things right. Unfortunately, I haven’t been able to identify your account from the information visible on Trustpilot, and for privacy reasons I’m unable to investigate order-specific details publicly. Could you please get in touch with our customer care team via https://www.zooplus.co.uk/contact_form/? That really is the only way we can access your account and assist properly. If you have already contacted support, please feel free to reply to any existing correspondence. In either case, mentioning your Trustpilot review will help us recognise and prioritise your case more quickly.
Thank you again for bringing this to our attention. I hope we’ll have the chance to hear from you through our official support channels and look into this further for you.
Team zooplus
3 times so far this year I have been…
3 times so far this year I have been stupid enough to give Zooplus another chance. Don't bother Evri are a joke every time delivery is either lost or takes ages to arrive. I wouldn't mind but I get it delivered to an Evri drop off point that's open 24 hours!
So this time ordered on 25th I realise this was a Saturday, still stated on its way on tracking on 29th so I chased. 31st said out for delivery we will let you know when it's ready to collect. Checked this morning as no email to say ready and now states being returned to Zooplus. Avoid at all costs if you actually want your pets to get fed.458155938 order number
1 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jackie,
Thank you for taking the time to leave this review. I'm so sorry to read that you've experienced delivery problems not just once, but repeatedly, and I completely understand why this latest situation has left you feeling so frustrated.
I have been able to locate your details using the order number provided.
As Trustpilot is a public platform, I'm unable to discuss the specifics of your account here. However, I will arrange for your case to be reviewed through our official communication channels so that the circumstances surrounding the return can be investigated further.
Thank you again for bringing this to our attention. Feedback like yours helps us identify where the delivery experience is falling short, and I am sorry that this order did not arrive as expected.
Team zooplus
Over 10 Days Later… Still No Delivery. Still No Resolution
Ordering cat food should be one of the simplest online purchases. Instead, Zooplus turned it into one of the most frustrating customer experiences I’ve ever had.
I placed my order on 21 July, expecting a routine delivery. More than 10 days later, I was still chasing my own order through emails and phone calls, repeatedly asking one simple question:
“Where is my order, and when will it be delivered?”
Even now, I still have no confirmed delivery date.
The delay itself is not the real issue. Delays happen. What matters is how a company responds when something goes wrong. Unfortunately, this is where Zooplus failed completely.
At no point was I proactively informed that there was a problem. Every update came only because I contacted customer service.
First, I was told they were waiting for information from the courier.
Only after I contacted them again did I discover that my original parcel had apparently been returned because it was “too large.” No one had informed me of this. If I hadn’t chased the order myself, I would probably still be waiting without any explanation.
A replacement order was then created. However, the confusion only continued. Zooplus assured me it was progressing, while Evri’s tracking showed they were still waiting to receive the parcel. Once again, I was left trying to understand what was happening because nobody at Zooplus could provide a clear answer.
The situation became even more concerning when Zooplus admitted that the replacement order had still not been dispatched from their own warehouse. Even worse, they also admitted they did not know why it had not been dispatched and were waiting for an explanation from their own warehouse.
Think about that for a moment.
A company specialising in online retail could not explain why a customer’s order was still sitting in its own warehouse, nor could it provide any indication of when it would finally leave.
The customer service team apologised repeatedly, but apologies are not customer service. Customer service is about providing accurate information, taking ownership, communicating transparently, and resolving problems. Throughout this entire experience, I saw very little evidence of any of those.
What makes this even more disappointing is that I wasn’t waiting for a luxury item—I was waiting for my cat’s food. Companies selling essential pet supplies should understand that these are products people rely on. Running out of pet food while receiving nothing but vague updates and repeated apologies is simply unacceptable.
This experience exposed serious weaknesses in Zooplus’s logistics, internal communication, and operational management. The delayed parcel was only the beginning. The real failure was the company’s inability to understand what had gone wrong, communicate honestly, take control of the situation, and provide a solution.
As a customer, I can accept mistakes. What I cannot accept is a company that cannot explain them, cannot resolve them, and cannot even tell me when my pet’s food will arrive.
After this experience, I have completely lost confidence in Zooplus and cannot recommend them to anyone who depends on reliable deliveries for their pets.
20 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Yunus,
Thank you for taking the time to leave such a detailed review. I am genuinely sorry to read about the experience you’ve described and the frustration caused by such an extended delay, particularly when the order contained food your cat depends on.
Unfortunately, I have not been able to locate your account using the details visible on Trustpilot. As this is a public platform, we are unable to investigate individual orders or discuss account-specific information here. With your kind help, I would really appreciate the opportunity to review your case properly and make amend. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ and mention your Trustpilot review. If you have already been in touch with our support team, please feel free to reply to the existing correspondence instead. In either case, referencing your review will help us locate and prioritise the matter more quickly.
Thank you again for bringing this to our attention. I am truly sorry that this experience has left you feeling let down, and I hope we will have the opportunity to investigate the circumstances fully through our official support channels.
Team zooplus
Item turned up 4 days late through Evri…
Item turned up 4 days late through Evri who left it on the wall. They stated 100 gram and they were the 85 gram packets which is a lot less as it was a box of 120. One box was wet as food had opened. A lot of others have had this problem.
31 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Oliver,
Thank you for taking the time to share your experience. I’m very sorry to hear that your order arrived several days later than expected and that it was left in an unsuitable place by the courier. On top of that, receiving damaged pouches and finding that the product did not match the pack size you were expecting must have been particularly disappointing. I can completely understand your frustration.
As I often mention to fellow Trustpilot reviewers in similar situations, I would really appreciate the opportunity to look into this properly for you. Unfortunately, I haven’t been able to identify your account from the information visible here, and for privacy reasons I’m unable to investigate order-specific details on Trustpilot.
With your kind help, could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? That is the best, and really the only, way for us to review the order, check both the delivery and product concerns, and work towards a suitable resolution. If you have already been in touch with our support team, please feel free to reply to that correspondence. Either way, please mention your Trustpilot review, as this helps us prioritise your case more quickly.
Thank you again for bringing these issues to our attention. I hope we’ll have the chance to hear from you through our official support channels and assist further.
Team zooplus
Appalling choice of courier - been using Zooplus for years but will go elsewhere now
Been a customer for a number of years but now will not use them again until they change their couriers. Every delivery I have by Evri is either delayed by days or is lost. When parcels do actually arrive the boxes are usually damaged and its a wonder items haven't fallen out in transit.
I am fed up with companies that continue to use Evri. Sorry Zooplus, your products and service are great up until the point of dispatch but your choice of courier is appalling. I would happily pay slightly more for you to use a reliable courier but unlike in the past, there is now no choice.
30 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Louisa,
Thank you for taking the time to share your feedback. I'm very sorry to read that repeated delivery issues have led you to reconsider shopping with zooplus after being a loyal customer for a number of years.
I completely understand your frustration when parcels are delayed, go missing, or arrive in a damaged condition. As you may have seen me mention to some fellow Trustpilot reviewers facing similar concerns, reliable delivery is a fundamental part of the overall customer experience, and I appreciate you taking the time to explain the impact these recurring issues have had on your trust in us.
Unfortunately, I haven't been able to identify your account from the information displayed on Trustpilot. As this is a public platform, I'm unable to investigate individual orders or discuss account details here. With your kind help, it would be greatly appreciated if you could contact our customer care team via zooplus contact form so that we can review your experience in full. That is really the best, and indeed the only, way for us to look into specific deliveries and provide assistance. If you have already been in touch with support, please feel free to reply to your existing correspondence. In either case, do mention your Trustpilot review, as that helps us prioritise the matter more quickly.
Thank you again for bringing this to our attention. I appreciate your honesty and hope we'll have the opportunity to hear from you through our official support channels and review what has happened.
Team zooplus
Very disappointing!
I will be honest, this is the first time I have had a problem with this company, and it would have been fine, if they had resolved it quicker, or at least been honest and up front when dealing with me. I changed my subscription delivery date to line up with my holiday, to make sure I got it in plenty of time. Unfortunately, it was so late that I had to change the delivery to a locker instead. It didn't make it to the locker either, and I then had to go to Pets at home and buy, more expensive emergency pet food, as my cat is on a special diet. I chased Zooplus again, and they organised a replacement to be shipped. I explained it was now urgent as I was again close to running out of food. 3 days later it had still not been received by Evri, and I get an email letting me know it's likely going to be at least another 2 working days, due to LOGISTICAL PROBLEMS. I buy more from Amazon, and when it has still not arrived within the timescale, I politely ask for a full refund, and to cancel my subscription. I am asked if I want it refunded to my original payment method, so I assume that it is going ahead. Another 2 days go by and I have heard nothing, no reply to my emails, no letting me know what is going on. NOTHING. Today 16 days after the first official delivery date the package finally arrives, so now I have way too much cat food and I have spent way too much money getting it.
This would have all been OK if Zooplus had just been more proactive in dealing with emails and been more upfront with what they were willing/able to do. It is not acceptable to just leave you hanging waiting for an answer.
I will buy on Amazon from now on and will only come back to them if I have no alternative. They are not cheaper so it's sadly not worth the hassle. So much for trying to avoid Amazon.
Very disappointing!
15 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi there,
Thank you for taking the time to share such a detailed account of your experience. I’m very sorry to read what happened, especially as you mention this is the first time you’ve encountered problems with us.
I completely understand your frustration. Having to repeatedly chase updates, arrange alternative delivery options, purchase emergency food elsewhere, wait for a replacement order that then faced further delays, and finally receiving the original shipment long after it was needed is certainly not the experience we want any customer to have.
What concerns me most in your review is the impression that you were left without clear communication regarding the status of your order and refund request. Even when unexpected logistical issues occur, you should be kept properly informed so that you can make informed decisions rather than being left waiting for updates.
Unfortunately, I haven’t been able to identify your account from the information available on Trustpilot. As advised in many of our replies to fellow Trustpilot reviewers, and sorry if it sounds repetitive, we’re unable to investigate individual orders or discuss account details publicly for privacy and security reasons. With your kind help, I would very much appreciate the opportunity to fully review what happened and see whether there is anything further we can do. Please contact our customer care team via zooplus UK Contact Form or, if you already have an open correspondence with us, simply reply to it. Either way, please mention your Trustpilot review, as that helps us prioritise your case as quickly as possible.
Thank you again for bringing this to our attention. I’m sorry that this experience has left you feeling unable to continue shopping with us, and I hope we’ll have the opportunity to look into the matter properly through our official support channels.
Team zooplus
Disgraceful delivery options.
I like Zooplus in general, they have a great range of products and always dispatch items in a timely manner, however they do not provide a reliable delivery company.
I placed my order a week ago now and I'm still waiting for it. It was handed over to Evri and for no particular reason other than them being absolutely useless, they decided to return my item without it even reaching my local sorting office.
Evri didn't let me know what was happening, Zooplus didn't let me know what was happening so it was down to me to try and track it down.
I filled in an online form with Zooplus and got an AI generated response giving me options of a refund or a redelivery. I asked for an urgent redelivery and them had radio silence for another 2 days. I then had to waste more of my time phoning them up. I finally spoke to an actual human being who didn't seem to care too much but did arrange a redelivery. I was told it would be delivered by DHL, who I consider more reliable company than the ones they offer when ordering. Some time later I receive an email from Evri saying we are expecting your parcel. So now after a week I am back to square one and no doubt have to ho through the whole debacle of Evri losing it again and extremely slow delivery. Absolutely disgraceful. Why would you give a parcel and continue to use a courier company who are absolutely incapable of delivering an item. This is not a one-off and has happened at least 6 times this year and I am absolutely fed up of not being able to place an order and not get a reliable delivery service. My cat has food allergies so needs specialist food,it is not as easy as popping to Asda and getting some Whiskers. We are now running dangerously low on food and need this item urgently. Zooplus need to seriously improve their options on delivery companies as at the moment they are not providing a reliable one, and what's more they don't seem to care as long as they get their money.
24 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Rachel,
Thank you for taking the time to leave such a detailed review. I'm very sorry to read about your experience, especially as it sounds like this was far from an isolated incident and has caused genuine concern about having enough of the specialist food your cat depends on.
I completely understand your frustration. What is particularly disappointing to read is that this has happened on several occasions, leaving you with little confidence in the delivery service available to you.
I also note your comments regarding the automated reply you received. Some of our initial responses are generated by an AI system to provide quick assistance for common enquiries. However, if that response does not resolve the issue, replying to it should ensure the matter is passed to a human advisor. From what you've described, I can certainly appreciate why you felt your concerns were not being addressed effectively, and I'm sorry for that impression.
Unfortunately, I haven't been able to identify your account from the details visible here on Trustpilot. As this is a public platform, I'm unable to review or discuss specific orders for privacy reasons. 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/ or continue any existing correspondence you may already have open with us. As I often mention in replies to fellow Trustpilot reviewers, that is truly the best, and indeed the only, way for us to fully investigate what happened and provide order-specific assistance. Please do mention your Trustpilot review when getting in touch, as this helps us identify and prioritise the case more quickly.
Thank you again for bringing these concerns to our attention. Your feedback regarding delivery reliability and communication is important, and I sincerely hope we'll have the opportunity to review your case properly through our official support channels and work towards restoring your confidence in us.
Team zooplus
Disappointed.
Ordered food on Monday, it’s Friday and Evri tracking still says “we are expecting it”. Tried to explain to customer service guy that it ain’t coming before the weekend, and I was given 10% off for my next order.
I don’t understand why you would take off an option for Next Day Delivery.
“We will pick the most suitable courier for your order”.
Which is Evri. Two days delivery. Order was sent on Tuesday. We got Friday today and there is none updates on tracking since Tuesday.
I am using zooplus cause I used to be able to get my order next day. I am so disappointed with this service.
29 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Karolina,
Thank you for taking the time to share your experience and sorry for my slow response here.
I’m sorry to read how disappointing this order has been for you. I completely understand your frustration, and I can appreciate why the goodwill gesture offered by our customer service team did not address your main concern at the time.
For privacy reasons, I’m unable to discuss the specifics of your order here on Trustpilot, but we will be reviewing the case at our end and communicate with you via our official channels, as I have found your details in our system
Thank you again for your honest feedback, Karolina. I hope we can restore your confidence in zooplus in the future.
Team zooplus
Useless delivery service & customer service
Been using Zooplus for under a year now, which has been great. Competitive pricing and the zooplus points help too.
However after my latest experience regarding the delivery I’ve decided to go elsewhere. Evri has ‘lost’ the delivery of my dry dog food. I had to go out and buy more from the local shop, which because it took so long to hear anything regarding my missing delivery, he had then ran out of the shop bought food.
I ordered on the 19th July. It’s now the 31st July and only just received a refund after being told multiple times to wait 48 hours, 48 hours, then 24 hours.
Appalling customer service, who clearly don’t care that your pet hasn’t got their food.
So ended up spending more money overall.
19 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Hayley,
Thank you for taking the time to share your experience. I'm so sorry to read about what happened with your recent order, particularly as you mention that your experience with zooplus had been positive up until this point.
I completely appreciate why being repeatedly asked to wait for further updates, only to have the situation drag on for nearly two weeks, left you feeling let down, and I'm sorry that we didn't provide the level of support and reassurance you expected during such a stressful situation.
Unfortunately, I haven't been able to identify your account from the information available on Trustpilot. As this is a public platform, I can't access or discuss individual order details here. With your kind help, it would be great if we had the opportunity to review your case in full and understand exactly what happened. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ if you haven't already done so. That is the best, and in fact the only, way for us to investigate this properly. If you have already been in touch with our support team, please feel free to reply to that correspondence. Either way, do mention your Trustpilot review, as this will help us locate and prioritise your case more quickly.
Thank you again for bringing this to our attention. Your feedback regarding both the delivery experience and the handling of the case is important and will be shared internally.
Team zooplus
I had to leave a review to say what a…
I had to leave a review to say what a great service Zoo plus has given.
We use monthly to get our dogs food. Often I leave to the last minute and panic we will run out, but luckily for me, zooplus is so efficient - the delivery arrives within a couple of days! Great service. Great prices and products. Especially love the pet munchies dog treats. Thanks zoo plus our dog and us appreciate the service
30 July 2026
Unprompted review
Reply from zooplus.co.uk
Dear Kirsty,
Thank you for your wonderful review. It's fantastic to know that our fast delivery helps when you're cutting it close with your dog's food orders!
We're also thrilled that you're enjoying our prices, products and those Pet Munchies treats.
Please give your dog a big cuddle from us.
Team zooplus
I regularly purchase my dog's food from…
I regularly purchase my dog's food from Zooplus as they offer great prices and their delivery service is reliably excellent.
28 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Susan,
Thank you for choosing zooplus for your dog's food.
I'm delighted that our prices and reliable delivery service keep you coming back. Your continued support is greatly appreciated.
Team zooplus
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Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.