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1.0 5 Reviews

Zooplus Complaints Summary

0 Resolved
5 Unresolved
Our verdict: Engaging with Zooplus at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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A
9:45 am EDT

Zooplus Refund

Hello,

I placed an order for a large bag of food for my animal friend 17 days ago with zooplus. bg. The only option that I could pay with was via bank transfer - which I have used with them before, otherwise I would use my card. I checked the delivery status on my account on the website, and it said there was a problem with shipping. I waited till Tuesday to contact them. I received a reply to say that I had not send the correct amount - it was short by 2 leva. (the exchange over 3 days from a British bank account must have messed up - on my end it is confirmed correctly). The adviser said I could send the amount or they would refund me. I decided to have the refund because I had been waiting so long, I had started using something else, and did not need it. Then they emailed saying the relevant team had decided to let me off the 2leva, would I like the product delivered now? But I had already made my mind up and politely declined the offer and asked for a refund. They asked for my IBAN and my SWIFT and I sent it and 8 hours later they say they cannot do it without a Bulgarian bank account, which I do not have. I am disappointed.

Desired outcome: My refund

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zoopluscc
Oxford, England, Oxfordshire, GB
May 04, 2021 2:29 am EDT

We are very sorry to hear that you have a reason to complain about our services.
Could you please get in touch with us by email to info@zooplus.co.uk
We will ensure that this is addressed and resolved for you as soon as possible

ComplaintsBoard
R
4:13 pm EST

Zooplus Delivery

Hiya, Ive ordered from yourselves plenty of times in the past, and I am aware of the fact that sometimes your delivery takes a little bit of time. However I placed an order on the 6th of January and i still have not received my delivery.

Seventeen days is a long time to be waiting for any package, However it is exceptionally irritating given the fact that I ordered a dog bed from yourselves just a week ago and it arrived today, so my question is, why is the first delivery taking so long?

I have loved using your website in the past, and have recommended it to many because of its good stock at decent prices. However this recent ordeal has been really irritating and will certainly impact my using it again in the future.

I really do hope that the delivery turns up in the next few days, thank you for taking the time to read this,
Ruth.

order number: [protected]

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M
9:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Zooplus Delivery of order

Order No - [protected].

I ordered some cat food because it was next day delivery and it was free delivery too. The 1st email I had from Zooplus was informing me of a delay. The 2nd email that I had was telling me that my order hadn't been delivered as the driver was unable to find my property.

I asked whether I could provide an alternative address and was told that the reason the driver could not locate my property was due to an insufficient or incomplete address provided on my part. The address is my registered address and I haven'y had any problems over the last 2 years, or been told that it isn't correct.

I was advised to have my name present on the building, or apartment - I don't think I should really need to write my name on my front door. I placed my order on Saturday evening, it is now Wednesday, which isn't ideal for next day delivery.

In the mean time, I had to purchase more cat food, as of course I ran out yesterday.

Really disappointed, and this is still not resolved. I should imagine I will end up having to waste a lunch break from work going to pick it up from a post office somewhere.

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M
6:40 am EST

Zooplus I hope next time they will fix it

I honestly adore this website and always order something from them, plus they often have something interesting for customers.
But there's one BUT: but customer service is their weakest spot. I wish they were better, maybe then they would be the best.
It was very disappointing to me to be treated the way they did. They sent me a wrong item and when I kindly asked to replace it, they refused and provided no reasons for that. I wasted my money for nothing... Well, maybe next time they will be more attentive.

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P
7:44 am EDT

Zooplus Absolutely dreadful customer service

I recently ordered several items from their website. A few hours after placing the order i learned that one of the items (a very large dog bed) was not the correct model. I tried several times to contact them but no one would respond to my repeated attempts to cancel the order

A week later the very large dog bed was delivered. I called them to arrange a return and explain that it should have never been delivered in the first place and it was unfair i should have to pay the MASSIVE shipping charges to return it. They denied ever having seen any of the emails i sent, though i have all of them showing delivered, and are forcing me to pay the return shipping charges even though it was their mistake.

Absolutely DREADFUL customer service. Take your money elsewhere.

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Ebonydinomisty Ebonydinomisty
, US
Feb 17, 2024 1:18 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Excuses everyday about delivering my order promising it would arrive everyday, then out of the blue advising that they were on strike. They have over 300e of my money but no order.

S
S
Sharon Saville Archer
, US
Aug 20, 2018 8:59 pm EDT

Why can we not buy on the German site of Zooplus anymore. Which is generally cheaper and better stocked. Even the UK still can and they are not even the same currency!

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Shols
, US
Jun 29, 2014 8:25 am EDT

Don’t order from the horrible company www.zooplus.co.uk. I bought dog food from them, but the seller provided damaged package of food. I immediately sent them emails and asked to change it or to provide new one. After 3 days they finally replied and told to send them pics as a proof. After that they started to keep silence. Maybe someone has any idea how to track this seller and return money back, please contact me then or leave a comment. Thanks.

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Contact Zooplus customer service

Phone numbers

+49 892 112 9211 +44 123 443 0366 More phone numbers

Website

www.zooplus.com

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