“Zooplus are taking customers money and not sending orders out and customer service is a shambles the staff seem to find it amusing to not respond and not refund the payments after you cancel your orders, avoid at all costs”
“I placed the order, paid, and received an email stating it had been shipped, yet three days later I found out from the courier company that they hadn't received any parcel. Zooplus is deceiving customers!!!!”
“1st subscription order money taking from account 10 days later still no delivery after multiple ai contact forms filled in and two phone conversations replacement sent out as urgent 5 days later still no replacement order with nobody knowing where it is as courier hasn’t updated its tracking details so now two orders with no updated tracking details in the meanwhile I now have to go and purchase more kibble as my dog has ran out”
“Terrible service. Like many on here, I have been using Zooplus for years and been very happy with them. All of a sudden it's a different company. Orders are not arriving. Customer service is terrible. Emails to them are getting lost. I am still waiting on an order from three weeks ago. I will be looking for an alternative to Zooplus as soon as this order arrives. That is, IF it arrives...”
“I’m a new Custoner with Zooplus
I’m a new Custoner with Zooplus. I had Ordered several items from zoo plus and it included a feather wand toy which came with no feathers on it. I asked for a replacement to be sent out to which they refused which was a big let down and considered bad customer service in my opinion when I really wanted it and it came damaged through no fault of mine and fairly they should have sent a replacement wand out”
“Have been a happy customer for 5 of the last 6 years, spending in excess of £350 a month. During the past year it has become a different company and i don't trust them anymore.
Every comment on here is true. On a repeat order which I had cancelled (it was £153) it turned up. My cats didn't like it but I bit the bullet. When however Zooplus did it again I complained and got a suggestion I was confused, no suggestion of compensation for their maybe error.
Those were the highlights because now there is no customer service beyond ai. Split boxes leaking biscuits from split bags. Felix good as it looks boxes full of rotting leaking pouches inside undamaged boxes I discovered 2 months later. It just goes on to the point that you are not saving any money here.
In London I have received a good service from DPD not evri. Zoopla love to blame everyone but themselves. They pack badly and the product is heavy.
No more. I am taking my £350 a month to another company. I am deeply distrustful of them. Giving them your money is foolish, avoid.”
“Very bad service. I ordered cat food on 23 May and finally received it 2 weeks later after I had to phone and complain - oh they said 'logistics problems'. In the meantime I had to order from a British company and received my order within 2 days. If Zooplus have logistics problems - from Germany? -they shouldn't be accepting orders. Their delivery service Evri is the most awful appalling company I've never known. As usual got a message how did your Evri delivery go - well I can't use my answer on line.”
“I am extremely disappointed with both Zooplus and Evri.
I ordered pet supplies expecting a professional service, but the entire experience has been frustrating from start to finish. Evri falsely recorded a delivery attempt when no attempt was made. I was at home, nobody knocked on my door, and the photo provided as "proof" was clearly not my property.
Trying to get answers was equally frustrating. Instead of speaking to a person, I was directed to an AI system, submitted a complaint, and then waited without any meaningful communication. Customers deserve accurate information, not misleading tracking updates and automated responses.
When I contacted Zooplus, I was told to wait another 24 hours while they investigated. By that point, the parcel was already significantly delayed, leaving me without my cat's food and with no resolution in sight.
The issue is not the delay itself. Delays happen. The issue is trust.
Being told that a delivery was attempted when it clearly was not is unacceptable. Being shown a photograph from an address that is not mine is unacceptable. Being passed between automated systems and customer service teams while nobody takes responsibility is unacceptable.
Evri is responsible for the delivery, but Zooplus is responsible for choosing and continuing to use its delivery partners. When a retailer continues to use a courier that provides inaccurate tracking information and poor customer service, it shares responsibility for the customer experience.
Based on this experience, I have lost confidence in both Evri and Zooplus. I will be taking my orders elsewhere.”
“Wild Freedom Adult "Wide Country" Grain-free.
I have bought this product for many years, and my cats loved it.
Now, it’s all about the money.
They are putting 10% less meat in it, and they have also removed the zip-lock, so you can’t even close the bag after opening it!
At the end of 2025, Zooplus changed the composition of the dry food; suddenly there is less meat and more fishy STENCH.
Before, the kibble was delicate and fragrant—I have even tasted the food I give my cats several times.
Now, it stinks so foul and nasty, and it tastes like rotten fish. Yuck, it’s disgusting...
I wrote a review on the Zooplus website which they won't publish. It is their own brand.
My cats are no longer happy with this disgusting product, unfortunately.
I would rather have paid more than have you shamelessly change the ingredients, taste, and texture.
You should be ashamed of yourselves. Disgusting!”
“This is the 2nd time Zooplus failed to deliver my order for cat food. They can't find my order and the tracking history shows delivery is delayed for 11 days and no further updates. It is such an appalling service. You place a simple order but they never deliver it. They think they can just refund me but I end up waiting for my order forever before they refund me. I could have got the same cat food from their competitor easily.
I would like to warn anyone that this company is a fraud so please don't make any purchases.”
“Don’t touch this company. Cancelled our repeat order for cat food as our cat couldn’t tolerate it. Had an email confirming it was cancelled. Two weeks later they took a payment and sent a note saying delivery within the next two days. Rang customer services and was told we had two accounts and the email had a typo error and it wasn’t cancelled. But we have an email sent to that address confirming cancellation. Rang customer services again to be told by the woman that I was confused! Taking it further as she also said I had given authorisation to take the payment! Scam company. Wouldn’t even give them one star if I didn’t have too to leave this review”
“Received kitten food that had been eaten into by rodents. They had eaten a hole through the cardboard box then through the cardboard container holding the pouches of Naturo Kitten wet food I bought. Several of the wet food pouches were eaten into as well. They did give me my money back but people need to know how unreliable and disorganised this company is.”
“We own 8 rescue cats, and spend £100-£200 per month on Zooplus buying felix cat food.
There isn't an order that arrives, where a box isn't leaking, spewing out rotting meat.
From various degrees of mould, it could of happened in the manufacturing process and or with the couriers in transit.
Zooplus DO NOT care about quality, only customers' money.”
“I’ve been ordering specialised dog and cat food from Zooplus for nearly 3 years and the deliveries were always efficient and on time delivered by DPD. However this time when placing an order for royal canine renal cat food that’s a life saver for my stage 3 kidney disease cat, Zooplus have chosen Evri to deliver. Now I’ve been waiting for my delivery that’s over 3 days late with no updates. Tracking status on Evri hasn’t changed since Saturday 18th October and Zooplus solution was for me to wait or subscribe for repeat next time. What do I do? Also worth adding I work from home and have been frantically waiting by the window for Evri and nobody has been here! Won’t be ordering from Zooplus in the future as I can’t rely on the delivery to be on time.”
“Very lackluster company with lots of excuses in the bag but little action. Ordered an item because I needed it and after 7 days with no communication rang them to ask where my order was. Informed in a blasé manner that the courier had probably lost it. Ordered a replacement and have now been informed there will be a delay of another 1 to 2 days because of a "logistical issue". As it's the weekend it will be a minimum of 3 days and I am stuck with the problem of a dog that needs a specialist diet running out of that food and no way of getting to somewhere that sells it. Have been a customer for many years with repeat orders every month and am truly disgusted with this company's lack of basic customer service. Beware before you buy.”
