zooplus.de Reviews 

Having ordered from zooplus over the last couple of years with everything perfect. I am now at a point where they don't deliver on time explain that due to high volume of orders things are delayed.

Now today I get a message from GLS saying they have my package and are delivering to somewhere I have know idea about.

It seems that zooplus have a bit of a problem in their dispatch. Whilst I understand that things occasionally go wrong, this seems to be an emerging pattern.

I have now been informed by GLS the delivery company for zooplus that rhe second package is going to a different address as well.

I don't know if if this is a problem with GLS or zooplus dispatch, however I do know that it is not my problem other than I now have to drive all over the town to find my packages instead of picking them up at my post box.

Seriously not happy.

In an update, Kate from customer services at Zooplus investigated the query and has sent out an replacement order.

It is really nice to know when things go a little bit awry there are still some companies with dedicated team to ensure things a properly resolved.

Thank you.

I've been ordering from Zooplus.de for a long time and was always satisfied — until recently. In my last few orders, the same pattern kept repeating: a product is shown as available, I place and pay for the order, and then I get notified after the fact that the item is no longer available.

Now I’ve seen that other customers are complaining about the same thing — and some say they never received a refund for the cancelled items. Unfortunately, I haven’t checked my own refunds carefully, but now I’m seriously worried that I may have lost money as well.

Not to mention how extremely inconvenient it is to think you’ve successfully ordered pet food, wait several days expecting it to arrive, only to be told days later that it’s not available after all. This is simply unacceptable.

Zooplus used to be a reliable and affordable store. Now it feels like they’ve turning into something that feels dishonest.

Update following reply from zooplus.de: Apologies are of little use here — what would actually help is addressing the serious issues with the system that links your warehouse inventory to the webshop (assuming, of course, that this isn't a business strategy in itself). After all, what kind of professional webshop repeatedly allows customers to order items that later turn out to be unavailable? How can that possibly be considered a sustainable or customer-oriented way of doing business?

I used to be a satisfied customer for a long time. Unfortunately, within last year it happened 4 times that one of the items I ordered (and already paid for) turned out to be undeliverable. Each of those times, I received a notification with a corrected invoice, but the money had not actually been returned to me, until I complained about not receiving it over a month later. Had I not noticed it, I would just lose money on 4 separate occasions! Have I overlooked other "errors" like this and lost money without even knowing?

This makes me completely lose trust in zooplus, as now I feel I should check each order and invoice for errors. As I do not have time for this, I will have to order my supplies from a more reliable provider. It's really a pity, because they have a nice selection of products.

Absolutely catastrophe - 1.order was everything alraight .. 2. Come absolutely different thing then i did order and kunden service not react on email and nothing !!!!

Horrible experience with the Customer Care team, agent Luka. I contacted them before placing an order, as I wanted to make sure the item I desparately need for my injured dog is available. Luka provided wrong information, assuring me that I can place an order and that the item will be delivered to me.
I messaged again to ask when will delivery take place and Luka then told me the item is not on stock. He continued with convoluted, low effort emails and I got no real solution other than a refund.

Could order smoothly and was delivered soon. I would recommend them.

This is an updated review as Zooplus has forced this on me.

29th of november I placed an order.
At 12:52 I get e-mail stating the payment has failed.
I rushed to my order on Zooplus.de and pay again.
At 13:04 I got order confirmaiton - Zooplus and I now have a binding contract for the deal.

2nd of december in the evening I wondered if the order is sent. Normal in Zooplus they send withn 48 hours.
But haven not heard from Zooplus at all I checked the order on the website.
But without reaching out on e-mail to me to tell me - the payment has "failed" again. I have 7 days to pay - BUT WHAT IF I HAD NOT CHECKED? Zooplus never contacted me on this error!
I rushed to check my mobilebank - wonderrng what has happened, but here the transaction is still on my account to Zooplus. Still active.
Next day I contacted my bank - the transaction is valid - they cannot stop it without making a legal case out of it.
I reach out to Zooplus at the contactform on Zooplus.de.
But within 3 days I get several "We are to busy to answer" robot-answers.
Then 3-4 e-mails followed from customer "service" stating I just have to pay again - without cancelling my first payment that is still active and valid!

I then try reponding to the "Pay again" e-mails, no one answered back.
Then try to call the danish Zooplus - but their system has errors - so no help here.

I then make a 1-star review in here to try to get help!
OH then Alex come along. He promise he will fix this problem so I'll get my order cleared.
But oh no - 11th or 12th of december he is comming up with the same answer:
"just pay again - we don't want to cancel the first transaction, as it is not Zooplus' problem, that you have to wait to january 2025 to get the first 168 euros back that is still locked in a valid transaction."
A bad excuse about the details or value of money is not correct in the transaction, so it has failed. But they do not want to cancel it - it will run out in 30 days...
But not giving me any prooff of the transaction is failed.
He then gives me 7 days to pay AGAIN!

I answer Alex, that I cannot pay within the 7 days, as I do not get the first 168 euros back until january!
I ask of him to get my payment cancelled, so I can pay the order.
He does not respond to this.
I guess Alex has earned his bonus this year by keeping the company line - Make the costumer pay again and again!

Then friday the 13th december a new answer in here from Zooplus - please again send order number. Although the order number is visible in the review and has been send through trustpilot also!

ORDER NR IS 366932039

Then today 15th of december - still well within the 7 days payment deadline - I was inches of giving in.
I was about to pay AGAIN as my dog need that food - it is net her fault Zooplus does not care about a person who has been a customer for the last 19 years!
so much for loyalty!

BUT NOW THE ORDER IS CANCELLED ...
Without telling me.
Without appologising.
Without reaching out in any way ...

Zooplus - You have made a binding contract for the order nr 366932039!

I have ALWAYS had the intention of paying my order and living up to my obligation! ALWAYS!

But Zooplus' system made an error - and now Zooplus seems to have no intention of living up to their obligation to fix that problem and send my order!

Zooplus looks to bea company only scamming people apparantly and taking customers money hostage ...

I will only tell people from now on to STAY AWAY FROM ZOOPLUS - it will be shared amongst every danish and foreign catbreeders I know on every social media ...

I am so dissapointed, sad and angry in dibeleif in tha way Zooplus is handling this error off their own.
I have worked within a webshop and now how easy it is to cancel a card transaction once it is identified.
It is a 1-3 click action and the money is back on the card wihtin 48 hours.
I KNOW how EASY it is.

Zooplus has made only harm to me - beacuse their "payment team" doesn't WANT to cancel the payment so I can pay again without having to wait to january to get my money back from the first transaction.

Now Alex have only LIED to me ... cancelling my order in stead of prolonging the payment deadline with the 7 days he promised ...
Now I cannont even pay - AGAIN!

Zooplus - is there an adult able person, preferale a team manager or boss - at work before Christmas?!
And have Zooplus any intention of living up to its BINDING CONTRACT made in the order confirmation?!

If I could proff my payment from the 29th of november is cancelled in Zooplus, my order open again - then I would GLADLY pay it - and even update this review to a better one.
I can only hope Zooplus want to make this a happy Christmas story - and not this nightmare it has been so far for me.

I cannot belive this is how Zooplus is treating a customer for the last 19 years.

Should I loose all hope in Zooplus?
Or could I have a happy ending before Christmas?!

Zooplus it is up to you now to make a choise - nightmare or happy ending?

I am ordering from zooplus for more than 5 years now and never was I disappointed by their customer service or products. In fact, when there was trouble with the delivery, I was always able to reach out and got help immediately. I can safely recommand this shop.

Ordered Sunday, delivery Thursday at my doorstep. Great. Order nr. 358824753

First order came very fast, second order was not yet delivered after 5 days. If you need a quick delivery find another source.

Someone from the German customer service team just yelled at me.
Before that, they hang out the phone twice.
This is after few months that i am trying to get help for something really basic.
I am desperate and don't know what to do anymore

I placed my first order with Zooplus yesterday. It was a smooth transaction and super easy to order. My order was dispatched on the same day and delivered the next day (today). Perfectly packed.
I also downloaded the app after my purchase yesterday and delighted they have an EU setting that isn't hard-coded with a local language.

Really happy with their assortment and service level! Totally issue free (have no needed to use customer service).

Thank you!

Dishonest practices and rude customer service agents.
Never subscribed to automatic monthly order, infact found local Miller store offering same items at lower prices and stopped using Zooplus then 6 weeks later "automated" orders started.
Poor and distasteful attempt at getting me back as a customer.
When I called them customer service agent was rude and adamant I asked for this service.
I KNOW I never did.

Zooplus Deutschland...

Its Almost a week that i bought a cat litter from zooplus.de and the packets is still didnt arrived.... Nobody answerd my emails...
I need buy today a cat litter from a market...its just so ridiciolus...
I get stuff from zooplus.hu all time for years and never had a problem....

We regularly order from Zooplus.de and the delivery is always super speedy, usually 1-2 days from the order date. I really like that they offer a more eco-friendly delivery option for when our order isn't urgent. The prices and assortment are also great. We've never had any issues and never had to contact them, so can't speak of customer service. Very happy customers here.

everything is good- delivery, goods and customer service

I have been using Zooplus for couple of years now and haven't had any issues. They have good selection and fair prices.

Good choice and fast delivery! Convenient app as well.

First we had a problem but after a little back and forth they were quite forthcoming, fast delivery.

Very pleased with prices (especially the promotional ones) and delivery. But I dislike the fact that some products I have been ordering, are no longer available.