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
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]
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.
Is Zooplus legit?
Zooplus earns 91% level of Trustworthiness
Perfect Trust Endorsement: Zooplus achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.
We found clear and detailed contact information for Zooplus. The company provides a physical address, 19 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Zooplus.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Zooplus.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Zooplus as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.
Several positive reviews for Zooplus have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.
We looked up Zooplus and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.
Zooplus.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- Zooplus protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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.
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.
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.
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!
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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Zooplus emailsservice@zooplus.ie100%Confidence score: 100%Supportservice@zooplus.com91%Confidence score: 91%support
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