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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
Best company to deal with
Iv been with ZooPlus for over 5 years. You just cant beat them for price service and delivery
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Dear Nancy,
Thank you for being with zooplus for more than five years and for sharing such wonderful feedback.
Hearing that we've consistently delivered great value, service and reliable delivery over such a long period is incredibly rewarding.
Loyal customers like you are at the heart of everything we do.
Thank you for your continued trust and support.
Team zooplus
Excellent Service
Service from zooplus is excellent and quick however the delivery company, DPD, moan about the weight in the boxes
23 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jacqueline,
Thank you for your review and for recognising our quick and reliable service.
I'm sorry to hear that your interactions with the courier regarding heavier parcels have not always been ideal. We understand that large pet food orders can be substantial, and we appreciate you bringing this to our attention.
Thank you for your kind comments about zooplus and for choosing to shop with us.
Team zooplus
Delivery problems again, no help from Zooplus
On multiple occasions and on numerous orders the delivery has had multiple problems. Wrong date when payed for specific date. Wrong delivery address had to use the geolocation of the delivery photo to knock on someone’s door to get the package.
When calling Zooplus to get help they have hung up on the calls many times. Do not use this company. Many others available
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi D,
Thank you for taking the time to share your feedback. I'm very sorry to read about the repeated delivery issues you've experienced, from parcels arriving on the wrong date to deliveries being left at an incorrect address.
I'm equally surprised by your comments regarding your interactions with our customer care team. If you felt unsupported or that calls were disconnected without your concerns being addressed, I completely understand why this would have left you frustrated and disappointed.
Unfortunately, I haven't been able to identify your account from the information available in your review. As much as I would like to investigate this further, we are unable to discuss or access individual order details publicly on Trustpilot 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/ and provide any relevant order details. Sorry for sounding a little repetitive with a suggestion we often share with fellow Trustpilot reviewers, but this is genuinely the best, and indeed the only, way for us to fully review what happened and work towards a solution. As you've already been in touch with our support team, please feel free to follow up on your existing case and mention your Trustpilot review, as this helps us prioritise matters more efficiently.
Thank you again for making us aware of your experience. We hope to have the opportunity to look into this properly through our official support channels and better understand where things went wrong.
Team zooplus
Longstanding and loyal customer that in recent times has been repeatedly let down by your chosen courier partner Evri - leaving hungry pets without food!
Non delivery- appalling service by your delivery partner Evri - AGAIN!
We placed our order with you on the 27th July (and were given an estimated 2-3 day delivery time). As at today (6 Aug) we are still waiting and Evri appears to have returned the order without even trying to deliver it to our chosen drop off point.
This is causing us (and our cats) much distress and inconvenience!
We are longstanding and loyal customers of Zooplus.
What is clear is that your chosen courier partners Evri are badly letting your company down - and unfortunately you will end up losing valuable customers due to their incompetence.
You used to offer the choice of having Yodel deliver, but you no longer offer this option - a big mistake, as you now have all of your eggs in one basket with hopeless Evri.
Clearly they have not tried to deliver the parcel to our nominated outlet, otherwise they would have it waiting for us to collect. this is not the first time we have had this issue with your deliveries via Evri - it seems that if your boxes are on the heavy side they can’t be bothered to deal with them and just leave them in their warehouse, or in the back of their van. They are next to useless - and you as a business are not getting the service from them that you are paying for, and customers are being massively inconvenienced!
I think someone in your organisation needs to take ownership of this and get to grips with the issue - one thing that may help is if a customer places a large order, get your logistics people to split the delivery into to 2 boxes - thereby making them easier to carry.
NB I purposefully asked for this order/delivery to be delivered to a local petrol station (with the inconvenience to myself of then having to drive to pick up the parcel), in the hope of avoiding previous issues with Evri (not) delivering to my home address. Clearly, even when you try to make their job easier for them, they still can’t be bothered to provide a reliable service.
Can you please attempt to send the parcel again - but try sending it to my home address this time: thank you. If this fails due to Evri, unfortunately we may have to look for another supplier.
I would also welcome a response from your Directors, who have been copied into my complaint - as they should be aware at first hand as to the poor service being provided to their loyal customers, and taking steps to resolve this issue.
Order no: 458442102.
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Richard,
Thank you for taking the time to leave such a detailed review. First of all, I am genuinely sorry for the distress, inconvenience and frustration this situation has caused both you and your cats.
I have been able to locate your details in our system using the order information provided, and I can see why you felt compelled to raise these concerns. Your feedback and your suggestion has been noted and will be shared with the relevant teams.
While I am unable to discuss the specifics of your account or order publicly on Trustpilot for privacy and security reasons, I can confirm that we will follow up with you via our official communication channels regarding order 458442102.
I completely understand your concerns about delivery reliability and how important it is to receive pet food when expected. We value the trust you have placed in us over the years, and I am very sorry that this experience has fallen so far short of the standard you rightly expect.
Thank you again for bringing this matter to our attention. We appreciate your loyalty and the time you have taken to provide such comprehensive feedback.
Team zooplus
Let down by the courier company
Let down by the courier company. My order has been stuck in a depot for a week. All I get from zoo plus is wait another 1-2 days and no sense from Evri whatsoever. I wish I had read these reviews before placing my order. Still no parcel a week on.
2 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Hayley,
Thank you for taking the time to share your experience. I’m very sorry to read that your order has been sitting at a depot for so long without any meaningful update.
Delivery delays of this nature are certainly not the experience I would want for any zooplus customer, and I can appreciate why this has left you feeling let down.
Unfortunately, I haven’t been able to identify your account using the details visible on Trustpilot. As this is a public platform, I’m unable to access or discuss order-specific information here for privacy and security reasons. With your kind help, it would be great if we had the opportunity to review the situation properly and see what can be done. Could you please contact our customer care team via zooplus Contact Form? As I often mention in responses to fellow Trustpilot reviewers facing similar delivery issues, that is the best, and really the only, way for us to investigate directly with the courier and your order information available to us.
If you have already contacted our support team, please do follow up on that correspondence and mention your Trustpilot review. Doing so helps us identify and prioritise your case more quickly.
Thank you again for bringing this to our attention. I sincerely hope we’ll have the chance to look into this further for you through our official support channels.
Team zooplus
No fuss repeat delivery's sent on my…
No fuss repeat delivery's sent on my schedule. Consistent information via email. Overall a great service. What could you ask for
6 August 2026
Unprompted review
Reply from zooplus.co.uk
Thanks for taking the time to share your experience, Evie-grace.
It's great to hear that your repeat deliveries arrive on schedule and that our email updates keep you informed every step of the way.
We're delighted you're enjoying the convenience of the service and appreciate your kind words.
Team zooplus
My order arrived incomplete
My order arrived incomplete, and the customer service has been extremely disappointing. When you contact them through the AI chat, it doesn't properly understand or answer your query, so nothing gets resolved. If you try calling, you're either disconnected or the representatives are unable to help.
I've been waiting all day for a supervisor to contact me regarding the missing items that I've already paid for, and I'm still waiting. At this point, I have very little confidence that I'll ever receive a call back or that this issue will be resolved.
Overall, a very frustrating experience with poor customer service. I wouldn't recommend them based on my experience.
4 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi JD,
Thank you for taking the time to share your experience with us. I’m very sorry to read that your order arrived incomplete and that trying to get assistance has left you feeling frustrated and let down.
I’m also sorry to hear about your experience with our customer service channels. Some of our initial replies are generated by an AI system, designed to provide quick answers to common queries and save customers time. I wonder whether this may have contributed to the feeling that your concern was not being properly understood. If an automated reply does not resolve the issue, responding to it should ensure that your case is escalated to a member of our customer care team for individual assistance.
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.
Thank you again for bringing this matter to our attention. I hope we will have the chance to hear from you through our official support channels and work towards a satisfactory resolution.
Team zooplus
Very slow delivery
I shan’t use Zooplus again. I ordered from them and another company at the same time. The product from the other company came 2 days later. The Zooplus product arrived 11 days later, and that was when it was delivered to my local parcel shop which ought to make it quicker and easier.
It looks like Zooplus have no UK depot though? I’ll definitely look elsewhere next time.
5 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Christine,
Thank you for taking the time to share your experience. I'm very sorry to hear that your order took so long to reach you. Waiting 11 days for a delivery, particularly when you've chosen a parcel shop option expecting a smoother experience, is understandably disappointing. I can completely appreciate why this has left you considering other retailers for future purchases.
Having read your comments, what concerns me most is that the delivery speed fell so far short of your expectations. As many fellow Trustpilot reviewers will have seen me mention, reliable delivery is a key part of the service we aim to provide, and I'm sorry that this was not reflected in your case.
Unfortunately, I wasn't able to identify your account from the information available on Trustpilot. Because 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 https://www.zooplus.co.uk/contact_form/ so that we can take a closer look at what happened. That really is the only way for us to investigate your specific order and provide meaningful assistance. If you've already been in touch with support, please feel free to reply to that conversation and mention your Trustpilot review, as this helps us prioritise the case more efficiently.
Thank you again for bringing this to our attention. I hope we'll have the opportunity to review this properly and restore some confidence in our service.
Team zooplus
Zooplus - customer service has redeemed themselves 😃
Update - they have issued a refund and they are sending my order again as an apology, so I am pretty impressed with that! I will use them again 😃
I have used Zooplus in the past without issue but my recent order was dispatched late and then Evri sent it back to them without attempting a delivery. I have been trying to contact customer service but always get the same message, we will get back to you in 24 hours (they don’t), I tried calling and was cut off before I got through to anyone. I have asked for a refund but I have had no confirmation back from them.
5 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Nicola,
Thank you for taking the time to share your experience with us. I'm very sorry to hear about the difficulties you've encountered with your recent order and the frustration caused by the lack of timely communication.
Having reviewed your details in our system, I can see that you've already been in touch with our customer care team. While I’m unable to discuss account-specific information publicly here on Trustpilot for privacy reasons, I want to reassure you that your feedback has been noted and that the issues you've raised regarding both the delivery experience and the delays in receiving support are being taken very seriously.
I’m particularly sorry that your attempts to contact us left you feeling ignored.
Thank you again for bringing this to our attention. We genuinely value your feedback, and I hope we’ll have the opportunity to restore your confidence in zooplus.
Team zooplus
Hi have used Zooplus for a number of…
Hi have used Zooplus for a number of years. I have always had good service, can’t fault them. And of course saves me some money.
Very straightforward website and easy to reorder. My order delivery has been next day if not the following day.
What’s not to like. A great efficient service.
Thank you Zooplus. 😃
28 July 2026
Unprompted review
Reply from zooplus.co.uk
Hello Glenise,
Thank you for being a loyal customer over the years. We're delighted that you've found our website easy to use, our prices competitive and our deliveries reliable. Knowing that we've helped save you both time and money is wonderful to hear.
Thank you for your continued trust and support. 😃
Team zooplus
Requests bank transfers after taking card payment
After finding some great deals I was promptly able to pay by bank card.
The following day I receive an email saying I cannot pay by card (yet funds have been authorised) and asking me to pay by bank transfer.
Absolutely not. This removes all protections should the company fail to fulfill the contract. Removes my ability to claim a chargeback for good note received and cannot claim under the PSRs APP reimbursement rules as it would be a buyer seller dispute.
If card is not accepted then it should not be offered. Just an unscrupulous business practice to avoid fees.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Dani,
Thank you for taking the time to share your experience.
I’m sorry to read about the confusion surrounding the payment request you received after placing your order.
I’d like to reassure you that zooplus offers all payment methods listed in our FAQs, including card payments. What you describe is certainly not intended to avoid payment processing fees, and it would actually benefit from a review on our side to understand why you may have encountered this apparent limitation.
Unfortunately, I haven’t been able to locate your account based on the information visible here. As Trustpilot is a public platform, I’m unable to investigate individual orders or discuss account-specific details in this space. With your kind help, it would be great if we had the opportunity to look into this properly and understand what happened. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ and mention your Trustpilot review. That is the best, and indeed the only, way for us to access your case and assist further. If you have already been in touch with support, please feel free to reply to that correspondence and reference this review so that the matter can be checked more quickly.
Thank you again for bringing this to our attention. Feedback such as yours helps us identify situations that deserve closer investigation and improvement.
Team zooplus
2 times I’ve ordered both times delayed…
2 times I’ve ordered both times delayed and stuck at depot and returned to sender you then have to email to ask for the refund.
4 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Aqib,
Thank you for taking the time to leave your review. I'm very sorry to read that both of your orders appear to have followed the same frustrating pattern, becoming delayed at the depot, being returned to sender, and then requiring you to contact us to obtain a refund. I completely understand why this would leave you disappointed and reluctant to place another order.
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 specific orders or discuss account details here. With your kind help, it would be great if we had the opportunity to review what happened and see whether there is an underlying issue affecting your deliveries. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ . That is really the only way we can access your order information and assist further. If you've already been in touch with support, please feel free to follow up on that conversation. In either case, do mention your Trustpilot review, as it helps us identify and prioritise your case more quickly.
Thank you again for bringing this to our attention, and we look forward to hearing from you via our official communication channels.
Team zooplus
Orders failing to appear and bad customer service
In the last 8 orders 2 have simply not shown up
Further, when raising the issue with their customer service the resolution has been unsatisfactory (most recently from Elene). If my next day package hasn't shown up after two weeks a refund and apology is the *least* they could do
It's supplementary drink for a cat with CKD which makes it time sensitive. Ticket #31918587 for reference
4 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Consumer,
Thank you for taking the time to share your experience with us. I'm very sorry to read that two of your last eight orders failed to arrive and, even more importantly, that our handling of the situation left you feeling let down.
I was able to locate your details in our system using the information provided, thank you very much for helping us with that. Having reviewed your comments, what concerns me most is that you felt the resolution and communication you received did not adequately reflect the seriousness and urgency of the situation.
Some of our initial replies are generated by an AI system to help provide quick responses to common enquiries. It's possible this contributed to the impression that your concerns were not being properly addressed. Whenever an automated response does not resolve the issue, customers can reply directly and the case will be escalated to a member of our customer care team for personal review.
As we cannot discuss account-specific details publicly on Trustpilot for privacy and security reasons, I will ensure that we will get back to you with our feedback via our official channels.
I am truly sorry for the difficulties caused and for the impact this has had on both you and your cat.
Team zooplus
Strong box - secure items ⭐
A while back I was scathing of zooplus’s packaging for heavy orders of pet food (too flimsy -breaking open when delivered).
They have improved 100% and this week my order was complete , and delivered in a strong box.
So I’m a happy customer.
The choice offered on zooplus is second to none and I’ll be happy using them regularly now.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi J ,
Thank you for sharing this update. We're especially pleased to hear that you've noticed the improvements to our packaging and that your recent order arrived safely in a sturdy box. It's fantastic that you're happy with both our product range and service.
Feedback like yours helps us continue improving.
Team zooplus
No response to email
No response to email, poo service and always received damaged good, no loyalty to regular customers they are ignoring me
27 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mohammad,
Thank you for taking the time to share your feedback. I'm very sorry to read that you've been left feeling ignored, particularly after reaching out by email, and that you've repeatedly received items in a damaged condition. I can completely understand how disappointing this must be, especially as a regular customer.
What concerns me most is what you are reporting about not receiving our assistance which is very surprising indeed.
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 investigate individual orders or correspondence here for privacy and security reasons. With your kind help, I would really appreciate the opportunity to review what has happened and see whether we can put things right. Please contact our customer care team via zooplus Contact Form or, if you have already written to us, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us locate and prioritise your case more quickly.
Thank you again for bringing these concerns to our attention. We hope to hear from you through our official support channels so that we can look into this properly and assist you further.
Team zooplus
Ordered multiple times in space of…
Ordered multiple times in space of months, there was no parcel delivered on time. Paid for 48 hour delivery, one parcel is already late by 2 weeks and another one for 5 days. Customer service is an absolute joke, and most of them struggling with speaking English.
At this point if parcel won’t be delivered within next few days I will be in touch with outside ombudsman and trading standards.
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Przemek,
Thank you very much for taking the time to share your feedback with us, so sorry about the inconvenience you have experienced.
I believe our customer care team have been in touch with you and I hope the assistance received has met your expectations.
Thank you
Team zooplus
Avoid not received my items iv called…
Avoid not received my items iv called them up th3y telling me wait 24hours iv waited since friday shame on u never orderinf again
30 July 2026
Unprompted review
Reply from zooplus.co.uk
Hi Ella,
Thank you for taking the time to leave your review. I'm very sorry to read that your order still hadn't arrived after several days and that, despite contacting us, you were left waiting for updates.
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 order-specific information here for privacy and security reasons.
With your kind help, I would really appreciate the opportunity to review what has happened and see whether we can improve the situation for you. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/. If you've already been in touch with support, please feel free to reply to your existing correspondence instead. In either case, do 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'll have the chance to investigate this properly through our official support channels and assist you further.
Team zooplus
Their delivery schedules are a joke
Their delivery schedules are a joke. Next day delivery costs 1.99...they offer that to get your custom. Only once did I actually get, next day delivery. Has taken up to 6 days to get to me. Once I didn't receive it at all. The parcel was sent back due to being badly packaged.
Refunded 1.99. No apology. No compensation. Told to avoid next day deliveries lol. I will be avoiding Zooplus
3 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Kathryn,
Thank you for taking the time to share your experience. I’m very sorry to read how disappointing your deliveries have been, especially when you paid for a next day service and it repeatedly failed to meet expectations.
I can also appreciate why simply receiving a refund of the delivery charge, without the level of acknowledgement or reassurance you expected, left you feeling let down. That is certainly not the impression we want to leave with our customers.
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 details in this space. With your kind help, I’d really appreciate the opportunity to look into what happened and see whether we can make things right. 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 support, please feel free to reply to that existing communication instead. Referring to your review will help us locate and prioritise your case more quickly.
Thank you again for bringing this matter to our attention. We would welcome the chance to investigate further through our official support channels and learn more about what went wrong.
Team zooplus
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
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