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
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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 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.
Love it, but delivery service is awful
I absolutely love ZooPlus, their deals, customer service and the variety however their delivery services are awful. DPD, DHL, Evri, it seems none of these companies can be bothered with zooplus parcels which yes I get it they are heavy but that’s the job and service you need to provide. I didn’t want to move to PetsatHome but I may have to. Was supposed to get two parcels with evri today. The small one was delivered. The one from zooplus? Well, I don’t know where it is. It’s the third consecutive order I have issues with when it comes to delivery and honestly I’m getting sick of having to chase zooplus and the delivery companies. Not worth the hassle at the end. Shame as I’ve been with Zooplus since getting my cat but it’s ridiculous and I’m sick of it.
19 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Teodora,
Thank you for taking the time to share your experience with us.
With your kind help, I would very much appreciate the opportunity to review what happened and see how we can put things right.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Team Zooplus
Really good offers make for great…
Really good offers make for great prices followed by fast delivery by thoughtful couriers --parcels are very heavy for me but most drivers will put them in my hallway which I do appreciate.
31 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jay,
Thank you for the lovely feedback. I'm delighted that you've been able to take advantage of our offers and that the delivery drivers have been so considerate with your parcels.
We know how heavy pet supplies can be, so it's wonderful to hear this extra care has made a difference.
Team zooplus
Great service and product.
13 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Patrick,
Thank you for your review. Simple feedback like this means a lot to us. I'm delighted to hear that you were happy with both the product and the service you received.
Team zooplus
Really excellent customer service
Really excellent customer service from this organisation. I had a major problem with DHL failing to deliver my cat food order for ten days, lying and saying delivery had been 'refused'. Zooplus were very supportive over this and when the delivery finally arrived with lots of the contents of the parcel damaged, I asked them to ship via Evri, which they kindly did. Clearly a company that cares about its customers - a rare breed these days. Thank you Zooplus.
18 August 2026
Unprompted review
Reply from zooplus.co.uk
Dear Lin-S,
Thank you very much for your thoughtful review. I'm sorry you experienced such frustration with the courier, but I'm pleased our team could support you throughout and find a solution that worked better for you.
Your recognition of our customer care means a great deal, and we're grateful for your trust in zooplus.
Team zooplus
Reply from zooplus.co.uk
Hi Abigail,
Thank you for the fantastic review. I'm delighted that you found great prices and enjoyed the speedy delivery. We really appreciate you taking the time to share your experience with us.
Team zooplus
Great service
4 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Lindsay,
Thank you for taking the time to share your feedback. I'm delighted to hear that you found our service great. Your support means a lot to us, and we're grateful you chose zooplus for your pet care needs.
Team zooplus
Very poor
Very poor, ordered and paid, items not received, fobbed off by customer service via email, then gave to battle to get refund… very shabby!
17 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Heather,
Thank you for taking the time to leave a review. I’m very sorry to read that you paid for your order, didn’t receive the items, and then felt you had to fight to obtain a refund. On top of that, feeling dismissed when seeking help is understandably frustrating and not the experience we want anyone to have.
What concerns me most in your feedback is your disappointment with the support you received. That is something that requires our utmost attention.
Unfortunately, I haven’t been able to identify your account from the information visible here. As Trustpilot is a public platform, I’m unable to review or discuss order-specific details for privacy and security 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/. I realise this may sound similar to advice shared with fellow Trustpilot reviewers, but it genuinely is the best, and really the only, way for us to fully investigate what happened and see whether there is anything further we can do to put things right. As you have already been in touch with our support team, please feel free to reply to your existing correspondence. In either case, please mention your Trustpilot review so that your case can be reviewed as quickly as possible.
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 review your case properly through our official support channels and work towards a better outcome.
Team zooplus
Void at all cost
Been ordering with the company for years. I sent an email asking to return 24kg of Royal Canin as my cat will unfortunately no longer be needing it. The customer service has been awful, with zero empathy shown either by phone or email.
To make matters worse, I’ve now been completely messed around with the collection. It was originally scheduled for Friday, but I then received a message saying it was being collected today. After working a long night shift, I stayed awake specifically for the collection, only for the driver to turn up and say the parcel was too big.
I called Zooplus and was told to stay awake again tomorrow for another collection. This has been incredibly frustrating and completely unnecessary.
Throughout all of this I have remained polite, didn’t raise my voice and didn’t swear. Despite that, when I requested to speak to a manager, the phone was put down on me twice.
After being a customer for years, I’m extremely disappointed with the way this situation has been handled. I expected some basic understanding and customer service, especially given the circumstances, but unfortunately I have received neither..
17 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Lily,
Thank you for taking the time to share your feedback. I’m truly sorry to read the circumstances behind your request, and I can only imagine how difficult this period must be for you. Losing a beloved pet, or preparing for that possibility, is incredibly upsetting, and I’m very sorry if the service you received added further distress at such a sensitive time.
It is particularly disappointing to hear that, after being a zooplus customer for many years, you felt that your concerns were met without the empathy and understanding you deserved. That, among everything else, is something that requires our attention.
Unfortunately, I haven’t been able to identify your account from the information visible here on Trustpilot. For privacy reasons, I’m unable to review or discuss individual orders publicly. With your kind help, I would very much appreciate the opportunity to look into this properly and understand exactly what happened. As I often mention in responses to fellow Trustpilot reviewers, the best, and indeed only, way for us to investigate a specific case is through our official support channels.
Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? As you have already emailed us, please feel free to reply to your existing correspondence instead. When doing so, kindly mention your Trustpilot review, as this helps us locate and prioritise your case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this to our attention. I hope we will have the chance to review your experience in full and work towards a more positive outcome for you.
Team zooplus
Order cancelled
I’ve used Zooplus before but recent experience means I won’t do so again. I placed an order, it failed to arrive after a week. I wrote to customer support and they told me the order had been cancelled due to a “technical issue”. That’s baloney and obfuscation. If I hadn’t contacted them I wonder what would have happened.
Anyhow, cancelled the order and moved my custom to another company that seems to understand the term customer service.
17 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Roy,
Thank you for taking the time to share your experience. I’m very sorry to read that your order never arrived and that you only discovered it had been cancelled after contacting us yourself. I completely understand why this would leave you questioning both the communication you received and the level of service provided.
Unfortunately, I haven’t been able to trace your account from the information available 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 https://www.zooplus.co.uk/contact_form/ so that we can review exactly what happened. As I often mention in replies to fellow Trustpilot reviewers, that is really the best, and indeed the only, way for us to access your order history and assist properly. As you have already been in touch with support, please feel free to reply to the existing correspondence and mention your Trustpilot review so that your case can be prioritised more quickly.
Alternatively, you can also reach us by telephone on +44 1865 951301.
I’m sorry that this experience has prompted you to shop elsewhere, but I would genuinely welcome the opportunity to look into this in more detail and better understand where we fell short.
Thank you again for your feedback, and I hope we’ll have the chance to hear from you through our official support channels.
Team zooplus
Pricing is better than Pets at Home etc
8 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Peter,
Many thanks for your review. I'm pleased to hear that you found our prices competitive. Offering great value alongside a wide selection of pet products is something we work hard to achieve.
We appreciate your support and look forward to serving you again soon.
Team zooplus
Prescription only food didn’t arrive…
Prescription only food didn’t arrive within advertised timeframe. When I contacted Customer Service, my emails and messages were ignored. Eventually food arrived and afterwards the response I received was, good to see you have now received your order, the delay in our response was because you were dealing with AI!!!
I was unaware I was dealing with AI and is not what I would expect when dealing with a poorly cat that can only eat prescription food that is only available online.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi mw,
Thank you for taking the time to share your experience. I’m truly sorry to read that your prescription diet order did not arrive within the expected timeframe, particularly when it was needed for a poorly cat with specific dietary requirements. I completely understand how worrying and frustrating that situation must have been.
I’m also sorry that you felt your messages were not being properly addressed while you were seeking help - some of our initial responses are generated by an automated system designed to provide quick assistance with common queries. However, if an automated reply does not resolve a customer's concern, responding to that message should escalate the case to a member of our customer care team for individual support.
I’m pleased that your order eventually arrived, but that does not take away from the inconvenience and concern caused by the delay and the experience you had while trying to get assistance.
Unfortunately, I haven’t been able to identify your account from the information visible on Trustpilot. As this is a public platform, I’m unable to investigate order-specific details here. If you would be willing to spend a little more of your time helping us review what happened, please contact our customer care team via https://www.zooplus.co.uk/contact_form/ or call us on +44 1865 951301. As I often mention in replies to fellow Trustpilot reviewers, that is really the best way for us to access your account, understand the circumstances fully, and see whether there is anything we can do to make things right. As you have already been in touch with support, please feel free to reply to the existing correspondence and mention your Trustpilot review so that your case can be prioritised more quickly.
Thank you again for bringing this matter to our attention. I hope we will have the opportunity to look into this properly through our official support channels.
Team zooplus
Kept up to date with delivery time
Kept up to date with delivery time. Courier was on time polite and helpful. Overall good service
1 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Marie,
Thank you for your lovely feedback. It's great to know that you were kept informed throughout the delivery process and that the courier provided a polite and helpful service.
I'm delighted that your overall experience was a positive one. Thank you for choosing zooplus.
Team zooplus
Bereaved cat owner being sent unsolicited emails
I am writing this as I am fed up of being harassed by Zoo Plus by email. My beloved cats both passed away in 2019. We were heartbroken and I cancelled my subscription for food and cat litter. I was getting emails with offers from zoo plus, despite closing account and unsubscribing to their emails.
7 years later. I am still getting emails from zoo plus. Bereavement is hard. Having emails reminding you almost daily is hard. I have emailed nicely asking them to stop sending emails to me and it falls on deaf ears.
I cannot recommend this company to anyone and when we feel like we are able to adopt a rescue cat I would never consider using zoo plus due to the fact the constant irrelevant spam messages.
Dreadful company who do not see me as a person, they purely see me as a customer number.
15 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Snowy,
Thank you for taking the time to share your experience. First and foremost, I am truly sorry for the loss of your beloved cats. Even though several years have passed, I completely understand that receiving unwanted pet-related emails can be a painful reminder, and I'm very sorry to read the distress this has caused you.
What you describe is clearly not the experience we want anyone to have. If you previously closed your account, unsubscribed from marketing communications and contacted us asking for the emails to stop, I can absolutely understand why you would feel disappointed and ignored when messages continued to arrive. And, we want to get to the bottom of this issue.
Unfortunately, I have not been able to locate any account details from the information available on Trustpilot. As this is a public platform and for privacy and security reasons, I cannot investigate email preferences or personal account 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/ so that we can review this properly and ensure the correct action is taken. As I often mention to fellow Trustpilot reviewers, this is the best, and really the only, way for us to access the relevant records and assist with issues such as this. If you have already contacted support, please feel free to reply to that correspondence and mention your Trustpilot review so your case can be prioritised more quickly.
Alternatively, you can also reach us by telephone on +44 1865 951301.
I am genuinely sorry for the upset and frustration you have experienced, and I would welcome the opportunity to look into this further through our official support channels. Thank you for bringing this matter to our attention, and I hope we will have the chance to make things right for you.
Team zooplus
Great products excellent service and…
Great products excellent service and delivery
15 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Mr Welsh,
Thank you for your kind review. I'm delighted that you were happy with our products, service and delivery.
Feedback like yours encourages us to keep providing the best possible experience for both pets and their owners. We truly appreciate your support.
Team zooplus
No food for my ill dog after delivery…
No food for my ill dog after delivery let down by Zooplus. On Tuesday ordered Hills Prescription Diet as advised by my vet after dog critically ill in vets for 9 days. Received email from Zooplus this morning (Saturday) apologising and saying delivery delayed and may not arrive until Tuesday. Can't buy in shops so a terrible let down leaving me with no food for a dog with digestive illness. As most negative reviews say, delivery unreliable. Had used them for years but they have now lost me as a customer. I believe they are unreliable and their delivery company, Evri, are unreliable. A terrible combination.
15 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jane,
Thank you for taking the time to share your experience. I’m sorry to read about the situation you’ve described, particularly given the circumstances surrounding your dog's recent illness and the urgent need for a veterinary prescription diet.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As this is a public platform, I’m unable to access or discuss individual order details 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 your case properly. As I often mention to fellow Trustpilot reviewers in similar situations, this is really the only way for us to investigate an order and provide individual assistance. If you've already been in touch with our support team, please feel free to reply to that correspondence and mention your Trustpilot review, as this helps us locate and prioritise the matter more quickly.
Alternatively, you can reach us by telephone on +44 1865 951301.
Thank you again for bringing this to our attention. I’m truly sorry for the disappointment caused, and I hope you'll give us the opportunity to look into what happened and address your concerns through our official support channels.
Team zooplus
Evri is your main issue
I was waiting for MORE than 10 days - no actions taken, no delivery, no updates from Evri, no proper response
Horrible service, do not recommend and will use other alternative
Update: after writing this review they at least agreed to cancel as the delivery is lost, but that does not fix their broken service
Update2: since cancellation of the order, the company has offered to re-send the order. That is kind decision. Delivered by DHL (I do believe this is double loss for the company). Thank you for resolving this (by a real human, not AI this time). I am not sure if I'll risk to ever order with them again tho as Evri isn't a convenient partner to rely on, and when my pet's meal has a chance to get lost with all the AI costumer service time consuming efforts etc - not the risk I would like to take.
14 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Kate,
Thank you for taking the time to share your experience. I’m very sorry to read about the frustration and disappointment caused by this order.
While I appreciate your update confirming that the order has now been cancelled after being deemed lost, I completely understand your point that this does not undo the inconvenience and uncertainty you experienced throughout the process.
I have been able to locate your details in our system and, as Trustpilot is a public platform, I’m unable to discuss the specifics of your account here, but I want to assure you that your feedback regarding both the delivery experience and the handling of the situation has been taken seriously and will be reviewed internally.
Team zooplus
We've had a Hunter collar for our…
We've had a Hunter collar for our Malamute for 11 years and it was on its last legs, the collar not the dog.
We found the same collar in stock on Zooplus but in a different colour, placed the order and had it delivered 48 hours later. Genuine product, delivered quickly and competitively priced - great service form a great website
28 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mr Tomkinson,
Thank you for sharing your experience with us. I particularly enjoyed reading about your Malamute's Hunter collar lasting an impressive 11 years!
It's fantastic to hear that you were able to find the replacement collar you wanted, receive it quickly, and enjoy competitive pricing too. Thank you for your trust in zooplus and for your kind recommendation.
Team zooplus
Excellent
Excellent, service and delivery was really fast, and very reasonably priced.
13 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mr Brown,
Thank you for your excellent review. I'm so pleased that you found our service fast and our prices reasonable.
Providing great value and reliable delivery is very important to us, so it's wonderful to know we delivered on both counts for you.
Team zooplus
I’ve ordered from Zooplus for years and…
I’ve ordered from Zooplus for years and never had issues, but that’s changed completely. My most recent order simply not moving at all. When I contacted customer service to sort it out, I got nowhere. Responses were slow, unhelpful, and felt like I was just being brushed off rather than actually helped.
It’s genuinely disappointing because Zooplus used to have decent service, and I recommended them to people. Now it feels like they’ve stopped caring about customers altogether. I won’t be ordering again, and I’d think twice before recommending them to anyone else.
11 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi DL,
Thank you for taking the time to share your experience. I’m very sorry to read this, particularly as you've been a long-standing customer and have previously had positive experiences with us and I completely understand how frustrating that must feel.
I also note your comments about the customer service responses. Some of our initial replies are generated by an AI system, which is intended to provide quick answers to common queries. I wonder whether this may have contributed to the feeling that your concerns were not being properly addressed. Whenever an automated response does not resolve a customer's issue, replying to it should escalate the case to one of our human advisors for further support.
Unfortunately, I haven’t been able to identify your account from the information visible on Trustpilot. As this is a public platform, I’m unable to review or discuss individual orders 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 fully investigate what happened and see whether there is an opportunity to put things right. As I often mention in responses to fellow Trustpilot reviewers, this is the best, and really the only, way for us to access your account securely and assist you properly. If you've already been in touch with support, please feel free to reply to that existing communication instead. In either case, please mention your Trustpilot review, as this helps us prioritise your case more quickly.
Alternatively, you can also reach us by telephone on +44 1865 951301.
Thank you again for bringing this to our attention. I appreciate your honest feedback and hope we’ll have the chance to hear from you through our official support channels and review this matter in full.
Team zooplus
Very good delivery good
12 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Brian,
Thank you for taking a moment to leave a review. I'm delighted to hear that your delivery experience was a good one.
We appreciate your support and hope to continue providing you with a smooth and reliable service whenever you shop with us.
Team zooplus
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