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
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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.
Easy to place an order but delivery appalling
I have been using Zooplus to order food for my dogs for a few years now . I live in a rural location so getting food delivered saves a 40mile round trip for me and I'm a premium member . Unfortunately I have decided that due to the recurring issues that I experience with deliveries I am cancelling my membership and will be shopping elsewhere from now on.
It seems every time I place an order and receive an email telling that it has been dispatched,I then get an email telling me there is an unexpected delay. The last order I placed I tried to account for the inevitable delay but sadly it's been over a week now and still no sign of the food arriving . I did try reaching out to zooplus customer services but their response is the standard 'we appreciate how frustrating this is ..please wait two more business days for your delivery'
This really isn't acceptable. I have had to purchase the food elsewhere and go and collect it.I have asked for a refund but am told no because the order is dispatched .This is not acceptable.
Other online retailers manage to get deliveries to me with no issues ,in fact most manage next day deliveries but not zooplus.
A very poor service and response from zooplus. They should do better .
Edited in response to reply from Zooplus. I have emailed your customer services both through your website and directly and the initial replies were 'wait longer ' and now I am not getting any response. Which is also not acceptable. I just require a full refund and then I will be closing my 'premium membership' as I won't be shopping with zooplus any more.
12 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi David,
Thank you so much for sharing your update here, very much appreciated indeed - and I'm very sorry to hear that your queries have not been attended.
Alas, I'm still not able to identify your details in our system as I don't have enough information here that I can use and, being a public forum, I recommend not to share those on your review(s).
Please, to allow us to make sure that your query is attended as it should be, if I can ask you to very kindly try and get in touch with us via telephone on +44 1865 951301. My apologies for asking you to perform an extra task and take more of your time and I thank you very much for your cooperation.
=======
Hi David,
Thank you for taking the time to leave such detailed feedback. I’m very sorry to read about your experience, and I completely understand why repeated delivery delays would be so disappointing.
What concerns, in fact, I should say, suprises me most is that, based on your review, it sounds as though the support you received did not give you the reassurance or resolution you were looking for. That is certainly not the experience we aim to provide.
Unfortunately, I haven’t been able to identify your account using 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 get in touch with our customer care team via zooplus Contact Form so that we can review the matter properly.
I’m sorry for sounding repetitive with a suggestion that, as you may have seen in replies to other fellow Trustpilot reviewers, we often have to make. However, it is genuinely the best and only way for us to investigate specific orders and provide meaningful assistance.
If you have already contacted our team, please feel free to reply to the existing correspondence and mention your Trustpilot review, as that helps us identify and prioritise the case more quickly.
Thank you again for sharing your concerns. Feedback such as yours helps highlight where we need to improve, and I do hope we have the opportunity to look into this for you through our official support channels.
Team zooplus
GARBAGE COMPANY…
I’ve had bad experiences with zooplus before but stupidly decided to give them another go.
My order is stuck in some EVRI warehouse and it’s been six days now and no sign of when they’ll deliver.
In the meantime I’ve had to buy from Pets at Home (should have done this in the first place.)
Tried cancelling my order but Zooplus “customer service” are not answering the phone.
I WILL FOREVER AVOID THIS COMPANY!
29 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Chris,
Thank you for taking the time to leave this review. I’m very sorry to read about what you are experiencing with your last order and I completely understand your frustration.
What surprises me the most however is what you are reporting about our customer care team not being available to answer your call, which is indeed odd.
Unfortunately, I haven’t been able to identify your account from the information available on Trustpilot. As this is a public platform, I’m unable to access or discuss individual order details here 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/ so that we can review exactly what happened with this shipment and the cancellation request.
I realise this is a suggestion we often share with fellow Trustpilot reviewers, but it really is the only way for us to investigate your specific case properly. If you have already contacted our support team, please feel free to reply to the existing correspondence and mention your Trustpilot review so that your case can be prioritised and reviewed more quickly.
Thank you again for bringing this matter to our attention. I sincerely hope we will have the opportunity to look into this for you and address your concerns through our official support channels.
Team zooplus
Decline in level of service
Have used them for years but off late they insist on using Evri who are unreliable at best in my area. Have had orders go missing and the customer service provided by Zooplus has been dreadful if you get any service at all.
Fine if everything goes to plan but awful if there is a problem.
31 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jenny,
Thank you for taking the time to share your experience. I’m sorry to read that, after being a loyal zooplus customer for many years, you've seen a decline in the service you’ve received.
I can completely understand why repeated issues with deliveries would be frustrating, particularly when everything works well only until something goes wrong.
Unfortunately, I haven’t been able to match the information on this review to an account in our system. As Trustpilot is a public platform, I’m unable to investigate individual orders or discuss account-specific details here.
With your kind help, it would be great if we had the opportunity to review what happened and see whether we can make things right. Could you please get in touch with our customer care team via https://www.zooplus.co.uk/contact_form/? That remains the best, and really the only, way for us to access your order history and look into the delivery and service concerns you've described.
If you have already contacted our support team, please feel free to reply to your existing correspondence. As advised in similar situations to fellow Trustpilot reviewers, mentioning your Trustpilot review will help us identify and prioritise your case more quickly.
Thank you again for bringing this to our attention. I hope we’ll have the chance to look into this further through our official support channels and work towards restoring your confidence in zooplus.
Team zooplus
Quality products and good service
Great company who almost always have stock of what I buy. Arrives as ordered and in a few days it’s at my door.
It’s the delivery that lost a star.
It can be hit and miss with Evri. Sometimes the box has broken and I’m left with the contents all over my doorstep. It can delay delivery at times.
I do like that they just put the label on the bag of food when ordered on its own. Saves me the effort of breaking down boxes all the time.
I find they sell good quality at slightly lower prices especially if you become a member which pays for itself in one month.
I would fully recommend and have done many times to my friends and people in the park where I live.
1 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Steve,
Thank you for taking the time to share such a detailed review and for recommending us to your friends and fellow dog walkers. It's wonderful to hear that you value our product range, availability, member benefits and competitive prices.
I'm sorry to hear that the delivery experience has not always been consistent and that some parcels have arrived damaged. Your feedback regarding the courier service is appreciated and helps highlight where improvements are needed.
Thank you again for your continued trust and support over the years.
Team zooplus
Fast delivery
Great for cat litter and non perishables. Very quick delivery, good members perks and discounts.
Previous deliveries of cat food were spoiled, seemingly stored in a warm environment, so have returned to using local shops for this.
Treats and dry foods were received with no issues, usually as free items purchased through loyalty points.
Used regularly to purchase my preferred cat litter at a fraction of the price on Amazon, with free delivery in as little as 12 hours.
9 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello M. ,
Thank you for your balanced and thoughtful review. I'm delighted to hear that you're enjoying the fast delivery, member perks and the savings on your preferred cat litter.
At the same time, I'm sorry that previous deliveries of cat food did not meet expectations. We want every product to arrive in perfect condition and appreciate you sharing that experience with us.
Thank you for shopping with us regularly and for recognising the value we offer.
Team zooplus
Horrible delivery
Horrible delivery. The parcel is wrongly delivered where I couldn't find it. Contacted customer service but they asked me to contact DHL directly although on their website it states that i need to contact the sender.
Not recommended unless you want to pay for nothing.
10 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Chelsea,
Thank you for taking the time to share your experience. I’m very sorry to read that your parcel appears to have been delivered incorrectly and that you’ve since found yourself caught between different instructions when trying to get help. I completely understand why this would leave you feeling frustrated.
Having reviewed the information available to me, I haven’t been able to identify your account details from your Trustpilot profile.
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 feel like an extra step, and I apologise for that. However, it is genuinely the best and only way for us to access your order details, review what happened with the delivery, and work towards a resolution. If you have already been in touch with our support team, please feel free to reply to the existing correspondence. In either case, please mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
I’m sorry again for the disappointment caused and for the confusion around the delivery claim process. We would very much like the opportunity to look into this properly and assist you through our official support channels.
Team zooplus
Great customer service
Great customer service.
Incorrect description online so I contacted customer service within 2 hours got a reply and was told they will issue refund and to donate the incorrect items to a dog charity.
Impeccable.
Other than the incorrect items rest was perfect and at the lowest price I could find.
Thank-you Zooplus A+++
10 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sima,
Thank you for your fantastic feedback. While I'm sorry the online description was incorrect, I'm delighted to hear that our customer care team was able to respond quickly and find a satisfactory solution for you.
It's especially lovely to know that you found the rest of your order perfect and competitively priced. Your kind words and A+++ rating truly mean a lot to us.
Thank you for choosing zooplus.
Team zooplus
Never again
**FOLLOW UP** I cancelled the order after 3 days of no contact after requesting a call from management. I was laughed at on the phone when I requested my refund be processed asap . As zooplus left my £109.75 pending I have to wait till zooplus release MY money and obviously they are playing pathetic games . Well well done zooplus I have reported all this to trading standards and I will take this to an ombudsman if a satisfactory reply to my complaint and a full refund is not processed immediately! Never again, paid and thats where it ends no contact from Zoo plus regarding my £109.75 order I requested DHL delivery your site says next day dispatch so where is it?
5 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jayne,
Thank you for taking the time to leave a review. I’m very sorry to read how disappointing this experience has been - I completely understand why this would be frustrating.
Having reviewed the information available to me, I believe I was able to locate your details in our system. While I’m unable to discuss the specifics of your order publicly on Trustpilot for privacy and security reasons, I can assure you that we will get to the bottom of that issue for you and we will resolve it to your satisfaction and communicate with you via our official channels since we cannot discuss individual instances publicly here.
Thank you again for bringing this to our attention. I hope we will have the opportunity to restoring your confidence in our service.
Team zooplus
Ordering the products are great
Ordering the products are great. There is a good range of different flavours for my dogs and they seem happy with them. The only thing that lets you down is the courier service that you use. I get the message that my order is out for delivery, so I wait in as I know it will be a large box, but later in the day, I’ll get a message that my delivery has been delayed and I’ll get notified when it’s next out for delivery.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hello Wayne,
Thank you for your review and for highlighting our range of products and flavours for your dogs. It's great to know they're enjoying their meals.
I'm sorry that the delivery updates have occasionally been disappointing, especially when you've made time to be available for a large parcel only to receive a delay notification later in the day. I completely understand how frustrating that can be.
We appreciate your feedback and your continued custom.
Team zooplus
I won’t be using Zooplus in future
I have used Zooplus for my dog food for years but sadly I won’t be buying from them again they have become so unreliable with deliveries, my order 450392148 was placed via the repeat order system I have it every month, it was placed on 29th July and the imbeciles maskeraiding as delivery couriers EVRI notified me it was being delivered on 4th August it never arrived and I couldn’t get any information from EVRI as to when I would receive it, I tried in vain to get information from Zooplus several times and eventually they got back to me saying they couldn’t track it and the option was to reorder or refund it as I was out of dog food I had to buy it locally and asked for a refund. I was so frustrated and annoyed with the terrible customer service from Zooplus I told them I would be purchasing my dog food elsewhere in future, and got the “so be it” attitude from them no apology or offer of compensation they couldn’t care less.
So it’s Pets at Home for me from now on more reliable and cheaper.
4 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Ian,
Thank you for taking the time to share your experience. I’m sorry to read how frustrating this situation has been, particularly as you have been ordering your dog's food with us for many years and relying on the repeat order service
I’m also sorry that our communication left you with the impression that we didn't care about your concerns. That is certainly not how we want any customer to feel.
As you kindly included your order number and your details have been located in our system, I have been able to identify the case. Whilst I cannot discuss account-specific information publicly on Trustpilot for privacy reasons, I can confirm that I will arrange for your feedback regarding both the delivery experience and the handling of your enquiry to be reviewed internally.
Thank you again for your many years of custom and for bringing this to our attention.
Team zooplus
Keep doing what you’re doing Zooplus I think you’re fantastic
I have used Zooplus for a few years now and it never ceases to amaze me how good their service is.
I placed an order for my dogs food last night and have already received an email from the delivery company saying they will be delivering it tomorrow.
I’ve never had to contact zooplus’s customer service as everything has always been easy to order online and I’ve never had any issues with any of my orders.
Keep doing what you’re doing Zooplus, I think the service you provide is fantastic and your prices are excellent too
8 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Anne,
What a wonderful review to read. Thank you for being a loyal customer over the years and for sharing your experience with others.
I'm delighted that our speedy delivery, straightforward ordering process and competitive prices have consistently met your expectations. Knowing that you've never encountered issues and have found everything easy to manage online is exactly what we strive for.
Your support and encouragement are truly appreciated. Thank you for being part of the zooplus community.
Team zooplus
Where's my Order!!!!
I am fuming. My cats are on a special diet and the food is not easily obtained elsewhere I ordered on 2/8/26 and as of yet 8/8/26 it has not been delivered. there are delays every time lately I am literally down to the last couple of bits of food for them. It used to take 2/3 days but Evri have had the parcel since 5/8 and Ive heard nothing further.
I appreciate this is not zooplus fault but they need a better courier. I dont appreciate spending £70 plus every few weeks for such poor service!!
Oh and don't waste time with customer service as quote "they are currently dealing with increased amounts of requests" I WONDER WHY?!!!!
8 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sarah,
Thank you for taking the time to share your experience. I’m sorry to read how stressful this situation has become, especially when your cats rely on a specialised diet and you are understandably counting on their food arriving when expected.
I can completely appreciate your frustration. And it is equally disappointing and rather surprising to hear that trying to get assistance added to your frustration rather than helping to resolve it.
Unfortunately, I haven’t been able to identify your account from the details available on Trustpilot. As this is a public platform, I’m unable to access or discuss individual orders here for privacy and security reasons. With your kind help, it would be great if we had the opportunity to look into this properly and see what has happened with your delivery. Please contact our customer care team via zooplus Contact Form. That is really the only way we can investigate the order directly and assist you further. If you have already contacted support, please feel free to reply to your existing enquiry and mention your Trustpilot review, as this helps us locate and prioritise your case more quickly.
Thank you again for bringing this matter to our attention. I hope we will have the chance to review the details fully through our official support channels and work towards a better outcome for you.
Team zooplus
My recent dealings with Zooplus over the last few months.
I bitterly regret signing up for regular despatches of dog food on a regular basis. Choosing a time frame between deliveries was difficult. Back in June I sent an email to Zooplus saying that I wasn't quite ready to receive another 15kg of food for our dog. On a subsequent date I reluctantly accepted the delivery as the courier had been very kind and helpful. To cut a long story short, as the time lapses were inconvenient I felt that the best option was to cancel the subscription. I was assured on more than one occasion that the subscription had been cancelled. To my horror, on 24th July I was advised that the order was our for delivery. I replied, that I was not ready for this delivery and was again assured that my subscription had definitely been cancelled. Surprise, surprise the dog food was delivered; no sign of the courier and once again accepted the delivery as we're away next week and our dog has to go into kennels owing to a family illness.These are the barebones of my frustrating, annoying dealings with Zooplus. Trying to save a few pounds on regular deliveries just hasn't been worth the time and frustrations with my dealings with this company. I just cannot understand their incompetence - no doubt a lack of communication between various departments?? I was relieved that - unlike the previous delivery, the second did not contain the supply of wormers and flea treatments. Whilst it is possible to refuse a delivery, because of our having to deal with a serious illness of a close relative, and not seeing the courier I felt that I had neither the time nor the energy to deal with organising the food's return.
25 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Valerie,
Thank you for taking the time to share such a detailed account of your experience. I’m very sorry to read about the frustration this situation has caused, particularly at a time when you have clearly been dealing with far more important personal matters.
From what you've described, the most disappointing aspect is that you were reportedly assured several times that the subscription had been cancelled, yet further deliveries still appeared to be generated and dispatched.
Unfortunately, I haven't been able to identify your account from the information available in your review. As Trustpilot is a public platform, I'm unable to review order details or discuss account-specific information here. With your kind help, it would be greatly appreciated if you could contact our customer care team via zooplus Customer Care so that we can fully investigate what happened with the cancellation requests and subsequent deliveries.
As I often mention in replies to fellow Trustpilot reviewers, this is genuinely the best and only way for us to access your account securely and provide meaningful assistance. If you've already been in touch with our support team, please feel free to continue that conversation and mention your Trustpilot review when contacting us, as this helps us identify and prioritise the case more quickly.
Thank you again for bringing this matter to our attention. We would welcome the opportunity to review the circumstances properly and hopefully restore some confidence in our service.
Team zooplus
I have been a loyal customer of Zooplus but maybe not for much longer
I have been a loyal customer of Zooplus for a number of years but I have to say the service over the past few orders has been terrible.
One order had a tin of food where the tin had opened, the next delivery arrived and a whole box of Applaws was in a damaged, damp and smelly box, after contacting zooplus I received refunds for the damaged items. My latest order which I ordered on Saturday 1 August was not delivered, I had an email from EVRI to say delivery would be Wednesday between 11.30-13.30, before 13.30 I had a further email from EVRI to say the delivery was delayed estimated Thursday 6 August it then said parcel returned to Zooplus. I rang Zooplus Thursday to ask what was going on, apparently the parcel was damaged. I was asked if I wanted the goods resent. I said yes as I was waiting for this delivery as it was urgent as it was a kidney diet food my cat needs. They said it would be sent, checked EVRI today and tracking saying they are expecting the parcel. Zooplus now saying it is sent. This is unacceptable, I’ve paid for the order, normally I order and it turns up within 2 days. I’m now a week on and without the food I now desperately need. I would have expected an order to be sent urgently on a next day delivery and not still be waiting yet again. I doubt I’ll receive this before Monday! Unhappy cat and and owner!
8 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Anne,
Thank you for taking the time to share your experience, and I am genuinely sorry to read how disappointing your recent orders have been.
Having reviewed your details, I believe I have located your account in our system. I can also see that you contacted our customer care team regarding this latest delivery issue, and I appreciate you taking the time to do so. While I am pleased that arrangements were made to resend the order, I fully understand that this offers little comfort when your pet's essential food is urgently needed and the replacement shipment is not progressing as expected.
As we are unable to discuss specific order details publicly on Trustpilot for privacy and security reasons, we will continue to communicate with you via our official channels.
Thank you again for bringing this matter to our attention and, above all, for your loyalty over the years. Feedback such as yours helps us identify where both our processes and those of our delivery partners need to improve.
Team zooplus
Honestly terrible experience for my…
Honestly terrible experience for my first purchase. Absolutely no communication despite sending an email I have had nothing back from the first response. Item never got to the pre selected pick up point and was returned to zooplus. To which the person who I was speaking to from the one email received suggested I checked the delivery address details….
It was pre selected from a choice! Clueless!
Now I have to wait god knows how long to get a refund because I can’t get one until it gets redelivered to zoo plus.
Avoid, stick to pets at home
7 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mike,
Thank you for taking the time to share your experience with us. I’m sorry to read about the difficulties you encountered with your very first order and can completely understand how disappointing this must have been.
Having looked into your case, I was able to locate your details in our system. From what you describe, I can appreciate why being advised to check the delivery address felt frustrating when the collection point had been selected from the available options during checkout. On top of that, receiving limited communication while your parcel was returned to our warehouse is certainly not the experience we want any customer to have.
As we’re unable to discuss account-specific information publicly on Trustpilot for privacy reasons, I’ll ensure your feedback is passed on internally and we will follow up via our official communication channels.
Thank you again for bringing this to our attention. I’m sorry that your first impression of zooplus was such a disappointing one, and I hope we’ll have the opportunity to restore your confidence in our service in the future.
Team zooplus
Nothing arrived, weeks of complaints
As before when the exact same thing happened only a few months ago and we didn't leave a review, now we shall as customer service and care is ridiculous. Despite numerous emails Zooplus still couldn't get our £120+ pet food to us and Evri had it for weeks (since 24th July) and Zooplus did nothing to help or chase it up, other than offering a futile £10 voucher, which would indicate we would use them again, which we certainly won't! After numerous complaints to Zooplus & Evri & getting nowhere, miraculously now the tracking says it's en-route back to Zooplus yet they kept on saying delays and couldn't get it to us for well over 2-3weeks. Evri will also get a complaint & know they are a huge issue in this area. It seems companies want to take your money nowadays but that there is zero procedural follow up or care about our money and pets. Not good enough & we spend hundreds of pounds every other month.
7 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi George,
Thank you for taking the time to share your experience. I am very sorry to read about the frustration and disappointment caused by this order, particularly as you describe having gone through a very similar situation only a few months ago.
Having reviewed the information available to me, I believe I have been able to identify your account in our system. As much as I would like to discuss the details publicly, Trustpilot is not a secure channel for us to investigate individual orders or share account-specific information.
What concerns and actually suprises me most in your review is not only the delay itself, but the impression that nobody took ownership of the situation while the parcel remained with the courier for such a long period. Your feedback regarding both the handling of the delay and the communication you received is being taken seriously.
As I have located your details, we will follow up via our official channels regarding this matter and review the history of the order, including the communication that took place while the parcel was in transit and subsequently returned.
I am truly sorry that this experience has left you questioning the care we have for our customers and their pets, particularly considering the loyalty and level of spending you mention. Thank you again for bringing this to our attention and giving us the opportunity to look further into what happened.
Team zooplus
wide choice
wide choice, delivery to door which is good because I can't walk very far
27 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Deborah,
Thank you for your review. I'm so pleased that our wide choice of products and convenient home delivery make things easier for you.
Making pet care as simple and stress-free as possible is very important to us, so it's lovely to know that our service is helping.
Thank you for choosing zooplus.
Team zooplus
Reply from zooplus.co.uk
Hello Mrs McCombie,
Thank you for your kind words and excellent rating.
I'm delighted to hear that you've had such a positive experience with our company and that having access to customer support gives you added confidence when shopping with us.
We really appreciate your support and hope to continue serving you and your pets for many years to come.
Team zooplus
Don't use Google Pay....they can't cope with that.
Positive on price, especially subscription costs over likes of Amazon on high quality cat food. That's where it ends.
Ordered essential food for a senior cat recovering from illness at 09:30 AM, well before their advertised 3:00 PM Next Day Delivery cut-off.
24 hours later, the order hasn't even been dispatched.
When challenged, Zooplus claimed that orders paid via Google Pay are held in an "authorised state" and won't move to packing until internal payment processing catches up.
There is zero disclosure or warning at checkout that selecting Google Pay invalidates Next Day Delivery or delays warehouse picking. If you're going to hold orders because of your own backend IT limitations, you need to apply friction at checkout to warn the customer so they can choose a different payment method.
To make matters worse, even their own support AI chatbot explicitly agreed that hiding this delay without warning is a failure in communication for time-sensitive orders. Literally your own AI thinks it's pretty bad. Couldn't make it up.
Misleading service levels, terrible communication, and complete unreliability when you're relying on them for animal care. Avoid if you actually need food delivered when promised.
7 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jamie,
Thank you for taking the time to share such a detailed account of your experience.
I am sorry to read that an order containing essential food for a senior cat recovering from illness did not progress as expected. I completely understand why this would have been frustrating and concerning given the circumstances.
I believe I have located your details in our system. For privacy and security reasons, I’m unable to discuss the specifics of your account or order publicly here on Trustpilot. However, I can see why the lack of clarity around the payment authorisation process would have left you feeling disappointed, especially where delivery expectations were concerned.
I also appreciate your comments regarding Google Pay and the visibility of any potential processing delays during checkout. I will ensure your observations are shared with the relevant teams for review.
Regarding the chatbot interaction, some of our initial replies are generated by an AI system, designed to provide quick answers to common questions and save customers time. I wonder whether this may have contributed to the feeling that your concerns were not being properly addressed. If an automated response does not fully resolve a query, replying to it will escalate the case to a human advisor who can investigate and assist directly.
As I have been able to identify your account, we will review the matter further through our official channels and follow up as appropriate.
Team zooplus
Missing parcel
Missing parcel, contacted customer service to be told that I have to contact DHL. Couldn’t believe it. I wrote back stating that I am not going to be doing your job for you and asked for a full refund. It looks like I will be going to small claims court. I also stated that I have a driveway camera so I have proof that no one came to my door. Will never ever shop with this company.
UNDATE:
They’re wrote back saying sorry and are going to give me a full refund. 07/08/26. People there seem to be a problem with the delivery system they use. Also if told to find your parcel don’t it’s up to them to find or contact the courier. Otherwise it’s non- service if you don’t receive your parcel. Zooplus knows this….
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi RJR,
Thank you for taking the time to share your experience.
I’m very sorry to read about the frustration and inconvenience caused by the missing parcel, particularly after you were asked to contact the courier yourself.
Having read your update, I am pleased to see that a full refund has now been arranged. While I appreciate that this does not undo the inconvenience and concern caused, I hope it at least demonstrates that we ultimately took steps to put things right.
Unfortunately, I have not been able to identify your account from the information available on Trustpilot, so I cannot review the full history of your case. As we would love examine the handling of your enquiry in more detail, I would be grateful if you could contact our customer care team via zooplus Contact Form. As I often mention in replies to fellow Trustpilot reviewers, this is really the only way we can securely access account information and investigate individual orders. If you do get in touch, please mention your Trustpilot review so the team can locate your case more quickly.
Your comments regarding the delivery process and communication have been noted, and I appreciate you taking the time to share them. Feedback such as yours helps us identify areas where we need to improve the experience we provide.
Thank you again for bringing this matter to our attention, and I hope we will have the opportunity to serve you better in the future.
Team zooplus
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