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
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.
Always efficient and speedy delivery
Always efficient and speedy delivery. On the rare occasion there is a problem it is always dealt with efficiently.
2 September 2026
Unprompted review
Ordered a product says it would be…
Ordered a product says it would be delivered 3-5 days but it has taken over 3 weeks to get delivers no update no emails just been left in the dark
28 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Geta,
Thank you for taking the time to leave a review. I’m very sorry to hear about the delay with your order and the lack of updates while you were waiting.
I have been able to locate your details in our system and can see the order concerned. As Trustpilot is a public platform, I’m unable to discuss the specifics of your account here for privacy and security reasons. However, I will ensure that your feedback regarding both the extended delay and the absence of proactive communication is reviewed and we will be in touch with you via our official communication channels.
Thank you again for bringing this to our attention.
Team zooplus
Poor show from Zooplus
Poor show from Zooplus. I ordered something specifically taking advantage of the 10% discount coupon they'd sent me, but inexplicably the payment for that order refused to go through. I could not retry it on the spot, so I navigated to my order history, found the unpaid order there, marked as waiting for payment, but unhelpfully there was no option to proceed with payment. I tried calling customer support - phone lines were down for "maintenance", however there was no such indication on their website, so I wouldn't be surprised if they'd just been retired. I then tried their live chat and of course it's a completely useless chatbot that ran out of tokens after just a handful of messages, which shows you just how much they value you as a customer. I finally resigned myself to using the contact form on their website, accepting it may be days before I hear back. Oh, and simply cancelling and reordering is no good either - once a coupon is applied, even if the order hasn't gone through, that's it - you can't use it again. Very poor show from a company I have otherwise used many times in the past and found reliable.
15 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Nawar,
I am very sorry to hear about the difficulties you encountered when trying to place your order.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
We truly appreciate your loyalty over the years and regret that this particular experience fell short of your expectations. Thank you for bringing these concerns to our attention, and please accept my sincere apologies for the frustration caused.
Team Zooplus
Strongly recommend using another…I would avoid at all cost
Strongly recommend using another company. the delivery company is absolutely useless and their customer help desk is even worse.
Apparently the only option to the question "where is my order" is them simply cancelling the order and refunding. No discussion, no apologies for the 10 day delay, just a simple message of we've cancelled and refund your order.
What a waste of two weeks trying to find out where my order is.
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Zoe,
I am truly sorry to hear about your experience and completely understand how frustrating it must have been.
I’ve been able to locate your details in our system - while I’m unable to discuss the specifics of your order publicly for privacy and security reasons, I can confirm that we will review what happened and follow up through our official communication channels where appropriate.
Thank you again for bringing this matter to our attention.
Team Zooplus
Despatched and received in excellent…
Despatched and received in excellent condition earlier than expected.
1 September 2026
Unprompted review
Delivery time
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 ĥad a sick dog which i had to leave to go and get it else where.
24 August 2026
Unprompted review
No delivery and poor customer service
I used to like Zooplus - used them in Germany for 5 years and thought it would be great to continue using them in the UK. But delivery is ridiculously slow - 10 days after ordering and still no sign of my order. So, requested to recall the order and a refund. A refund has been issued (but apparently that takes 10 days too - why?). However, not a word of apology for the delay and inconvenience, or even goodwill gesture to keep me as a customer. So, I am going elsewhere for now. Typical business not bothered about customers, just taking money and delivering a crappy service. Better to go to smaller local companies.
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Io,
Thank you for taking the time to share your experience. I’m sorry to read how disappointing this has been - the delay you describe, followed by the need to cancel your order and request a refund, is understandably frustrating.
I completely appreciate your comments regarding both the delivery timeframe and the lack of acknowledgement of the inconvenience caused. Feedback such as yours is important because it helps us identify where we need to improve.
Unfortunately, I have not 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 orders here for privacy and security reasons. With your kind help, I would very much like the opportunity to review what happened in more detail and see whether there is anything further we can do. Could you please contact our customer care team via https://www.zooplus.co.uk/contact_form/? Alternatively, you can call us on +44 1865 951301. As I often mention when replying to fellow Trustpilot reviewers, this is really the best, and indeed the only, way for us to investigate a specific case properly and provide individual assistance. As you have already contacted our support team, please feel free to reply to the existing correspondence and mention your Trustpilot review, as this helps us locate and prioritise the matter more quickly.
Thank you again for bringing your concerns to our attention. I am sorry that we have let you down on this occasion, and I hope we may still have the chance to hear from you through our official support channels and review this matter fully.
Team zooplus
Zooplus promised to call me today regarding a serious complaint and never did !
16/09/26 ******** still chasing and being ignored 2 days after they promised to call me they are fully aware I have a disability and issues with anxiety and stress !!!! ......
Given I have now chased them daily and they made a promise to have someone call me on 14th and still nothing this is consistent of them previously when items were missing they let me chase them wasting my time then made promises they broke once again I experiencing the same issue I think it's time to stop being loyal to Zooplus. I purchased a cat tower RRP £78+ as a gift in part of a large order coming to just under £530 on the 20/8/26 now a month later despite them knowing Evri falled to deliver and that it was a gift and promising to resend I'm still without this item. They still have not resolved this issue almost a month on and dealt with the leaking litter tray that caused a massive clean up and more expense to myself ! You seriously can't make this up I would except more.
Always under promise and over deliver to your customers not the other way around !!!
Shocking attitude zero customer service once they have your £ I'm around £100 out of pocket and that without my time and clean up taken into consideration!
Sadly I'm having to complain again and share a very negative review. They sorted out a discount for me as a gesture of good will , given the real poor effort on EVRIs part. Once again Evri can't function they lost a £78 item. I did have a conversation with Zooplus and thus is why I'm far from impressed. They were made aware it was in fact a gift. They offered to resend I said yes please do it urgently weeks later nothing, I got sent a inclosed litter tray that leaked pee all over my floor reported this. Zooplus told me to re packaged and the wait in for it to be collected are they actually sorry !? Why would I wait in I've already had a horrible clean up o get they want it back but I'm not staying in for this to happen. I have been a loyal customer for years and now if they continue to ignore my escalated complaint take it to a third party. They promised to call me today ! Did they call!? No !
What is wrong with your Zooplus your about to loose a valuable customer this is after a high up manager had been made aware of the situation.
The order to make up for the previous issues has just caused more stress and wasted time including a massive, costly clean up !!
Fuming and appalled
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Titch,
Thank you very much for sharing your feedback with us, sorry to see you have been let down a second time.
I have used the details shared in your previous review to find your account in our system, and, similarly to what had happened in that instance, we will follow up via our official communication channels.
Team zooplus
Let down by poor packaging and delivery…
Let down by poor packaging and delivery service
My cat is on a special diet and requires food that is not available from many suppliers. I found it on Zooplus and ordered my first batch of 12 cans. They arrived loose in a large box with no protective packaging, meaning almost every can was dented.
I put this down to a one-off and ordered again when more food was needed. This time, the delivery was significantly delayed by DHL, leaving my cat close to running out of food. To make matters worse, when the box finally arrived, it looked as though it had been kicked around. It was taped up on all sides to keep it together, and once again all 12 cans were heavily dented.
Zooplus were slow to address the issue. When I initially raised a case regarding the missing delivery, they simply replied that it had been delivered and closed the case (it still had not arrived at this point). I had to call them after it eventually arrived several days late. I am now in the process of providing evidence back and forth in order to obtain a refund.
Fortunately, I have since discovered that Pets at Home stock the same food in larger pack sizes, allowing me to collect it directly from a store rather than relying on Zooplus and its poor delivery service.
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Fatteratom,
Thank you for taking the time to share your experience. I’m sorry to read about the difficulties you encountered, particularly given that your cat depends on a specialised diet and reliable deliveries are so important in those circumstances.
I am also sorry that your interaction with our customer service team appears to have added to the frustration. From your description, it sounds as though your concerns about the delayed delivery were not fully addressed at the time, and I appreciate how disappointing that must have been. Some of our initial replies are generated by an AI system designed to provide quick responses to common queries. I wonder whether this may have contributed to the impression that your concerns were not being properly understood. When an automated reply does not resolve an issue, responding to it will ensure the matter is reviewed by a member of our customer care team.
Unfortunately, I have not been able to identify your account from the information available in your review. As Trustpilot is a public platform, we are unable to investigate or discuss specific 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/. I apologise for having to ask for more of your time and, as I often mention to fellow Trustpilot reviewers in similar situations, this is really the only way we can securely access your order details and fully review what happened. As you have already been in touch with support, please feel free to reply to your existing case and mention your Trustpilot review so that it can be identified and prioritised more quickly.
Alternatively, you can contact us by telephone on +44 1865 951301.
Thank you again for bringing these concerns to our attention. We truly value your feedback and would welcome the opportunity to review your case properly through our official support channels.
Team zooplus
Zooplus itself has great deals but were…
Zooplus itself has great deals but were being let down by Evri. Late deliveries and confusing comms, then thrown down outside the front door, causing sachets of cat food to burst. So glad you’ve changed courier, and so far they’ve been better
8 September 2026
Unprompted review
Failure to issue a refund/ Avoid
Following my terrible experience with Zooplus last week, which I described in a TrustPilot review, the situation has become even worse.
Update:
2nd September: £60 order placed
9th September: spoke with Spencer who advised the parcel was “too heavy” to be delivered. She told me she had cancelled the order, issued a refund and requested a call back from a manager
14th September: No refund/ no call back from manager therefore I called again and spoke to Elene.
I was told that in fact no refund had been processed on 9/9 and that I was still on a list to be contacted by a manager.
Zooplus have no timescale in which to expect a call back.
I’m really concerned this company is operating fraudulently in assuring customers they have issued refunds for lost orders but failing to process these refunds.
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Gillian,
Thank you for taking the time to update your review. I am sorry to read about the experience you’ve described, particularly the conflicting information regarding your order and refund, as well as the lack of the manager call back you were expecting. I completely understand why this would leave you feeling frustrated and concerned.
From what you have outlined, it is especially surprising that you were first advised that a refund had already been processed, only to be informed later that this had not in fact happened. I appreciate how this inconsistency can undermine confidence in the service you received, and I am very sorry for the distress and inconvenience caused.
Unfortunately, I have not been able to identify your account from the details available within this public review. As Trustpilot is a public platform, and for privacy and security reasons, I cannot investigate 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 review your case in full. I realise this may sound repetitive, as advised in our replies to other fellow Trustpilot reviewers, but it is genuinely the most effective, and indeed the only, way for us to access your account and investigate properly. Af you have already been in touch with our support team, please feel free to reply to the existing communication and mention your Trustpilot review, as this helps us prioritise the case more quickly.
Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. We would very much welcome the opportunity to review what has happened and work towards a satisfactory resolution through our official support channels.
Team zooplus
Effectively theft - Awful experience with this company
⁸Awful experience with this company. Needless to say, I simply cannot order from them again. They really could care less and this shows when you telephone them.
I ordered obesity management food for my cat. It never arrived - the order was delayed, so in a cost of living crisis I had to go to a pet store and buy the products that they never delivered. When I phoned, the first agent tried to blame the delivery shop (which I use all the time for orders outside of Zooplus), and if he had the chance he would have blamed the delivery driver, the delivery van and the weather. When I told him I used this delivery shop multiple times a month, he simply went silent and would not speak, so I terminated the call. I phoned again and the woman I spoke to next said the delivery could only be re-sent to my house.
Am I supposed to take the next four days off waiting at home for a parcel that should have been delivered last week? I have no safe place for it.
I need the specialist food.
I am upset that someone encouraged me to use this company. I will never use them again, and having read the negative reviews below, I now understand better what will happen. DHL will not deliver it, and say that they have. Then Zooplus will insist that I have a product that I do not and refuse to refund me. Refusing to refund customers seems to be part of the company policy. So effectively, I will have no products and they will have money for nothing!
Think twice before using this company. I am sure there are other more reliable companies available. If you insist on using this company at least buy via paypal so you can open a dispute when they decide not to refund you after they take your money and send no products.
14 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Anon,
Thank you for taking the time to share your experience. I’m sorry to read about the frustration and worry this situation has caused, especially given that the order contained specialist food that your cat depends on.
What concerns, and above all, surprises me just as much is your description of the support you received when you contacted us. Our customer care team is always there ready to help and if that has not happened on this instance, we will want to investigate in more detail.
Unfortunately, I have been unable to identify your account from the information available on Trustpilot. As this is a public platform, I cannot investigate or discuss individual orders 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/. I realise this is a suggestion we often have to share with fellow Trustpilot reviewers, but it is genuinely the best, and indeed the only, way for us to fully review what happened and see whether we can make things right for you. Af you have already been in touch with our support team, please feel free to reply to that existing communication instead. In either case, please mention your Trustpilot review, as that helps us locate and prioritise your case more quickly. Alternatively, you can reach us by telephone on +44 1865 951301.
Thank you again for bringing these concerns to our attention. I sincerely regret the experience you have had and hope we will have the opportunity to look into this properly through our official support channels.
Team zooplus
Subscription cat food
Having my cat's specialised food delivered regularly , without any need to re-order it, has been very helpful. Zooplus keeps me well informed by email and I would certainly recommend them to anyone who asked. The specialised food has made a great difference to my cat's health, and he really enjoys eating it.
14 September 2026
Unprompted review
Great service
Have been using Zooplus for years.
Very competitive prices, great choice of products
Excellent ordering service, very quick delivery, would highly recommend.
12 September 2026
Unprompted review
Very good ,excellent value.very good…
Very good ,excellent value.very good delivery service
26 August 2026
Unprompted review
Paid extra for next day delivery
Paid extra for next day delivery. Arrived 3 days late. Was told the delivery charge would be refunded. 12 days later and still no refund.
28 August 2026
Unprompted review
Reply from zooplus.co.uk
Hi Joanna,
Thank you for taking the time to share your experience.
I’m very sorry to read that you paid for next day delivery and then had to wait three extra days for your order to arrive. I completely understand how disappointing that must have been, especially when you also had the expectation that the delivery surcharge would be refunded promptly.
Having reviewed your details, I believe I have located your account in our system.
We will review the matter through our official channels and ensure the appropriate follow up takes place regarding the outstanding refund.
Thank you again for bringing this to our attention. Your feedback helps us identify where we need to improve, both in relation to delivery performance and the communication that follows when things do not go to plan.
Team zooplus
Terrible service
Terrible service. 1 week delay on order. No updates. When we contacted them, they just said we have to wait, and never responded again. Today the delivery automatically cancelled.
What a terrible business. Just avoid.
13 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi Selby,
Thank you for taking the time to share your experience. I am sorry to read about what happened with your order and can completely understand why you feel let down.
What concerns me most is your comment that, after contacting us, you were simply advised to wait and then did not receive any further response. Regardless of the reason behind the delay or cancellation, you should have received clearer communication and better support throughout the process.
I have tried to locate your details using the information available on Trustpilot, but unfortunately I have not been able to identify your account. As Trustpilot is a public platform, I am unable to investigate individual orders or discuss account-specific information 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/. I realise I may sound repetitive, as this is advice I often have to share with fellow Trustpilot reviewers, but it is genuinely the best, and really the only, way for us to fully review what happened and see whether we can put things right for you.
If you have already been in touch with our support team, please do reply to the existing correspondence and mention your Trustpilot review. This helps us identify and prioritise your case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. I hope we will have the opportunity to investigate this properly through our official support channels and learn more about what went wrong.
Team zooplus
Great price and quick service
4 September 2026
Unprompted review
Do not order from these
Do not order from these, my order was allegedly delivered and signed for by myself while I was away, I have sent numerous emails to zooplus and dhl who answered with your parcel has been delivered, obviously it has not, I have requested a refund or a replacement but zooplus have not even responded, absolutely shocking company shocking customer service avoid at all cost, I am now going through the bank for a refund
1 September 2026
Unprompted review
Reply from zooplus.co.uk
Hi,
Thank you for taking the time to share your experience. I am very sorry to read about the situation you describe, particularly the worry of seeing a parcel marked as delivered and even signed for when you were not there to receive it. I can completely understand how upsetting and frustrating that must be.
I am particularly concerned by your comments regarding the lack of response from us, as this is not the level of service we aim to provide. If any previous communication did not adequately address your concerns, we would very much like the opportunity to review this thoroughly and make things right.
Unfortunately, I have not been able to identify your account from the information available on Trustpilot. As this is a public platform, and for privacy and security reasons, I am unable to investigate or discuss individual order details 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/. I realise this suggestion may sound familiar, as we often need to make the same recommendation to fellow Trustpilot reviewers, but it is genuinely the best and only way for us to access your account, review what happened with the delivery, and determine the appropriate next steps. As you have already contacted support, please do reply to your existing correspondence and mention your Trustpilot review, as this helps us locate and prioritise your case more quickly. Alternatively, you can reach us by telephone on +44 1865 951301.
Thank you again for bringing this matter to our attention. I hope we will hear from you through our official support channels so that we can investigate this properly and assist further.
Team zooplus
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