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.
Cat food
Plenty of chose available particularly if you need specialist diet food for your pet. Good deals on the prices and they
always comes quickly.
August 24, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Karen,
Thank you for your lovely review. It's great to hear you found plenty of choice and that your cat food arrived quickly. Providing a wide range of products with reliable delivery is exactly what we aim for.
Thanks for choosing zooplus!
Team zooplus
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The order was accepted but not picked…
The order was accepted but not picked and sent twice. This is the feedback I left them - Systems that processed the order further than payment, systems that realised that the order has not been progressed - this happened twice. Comments and emails read by humans. Call handlers that do not have background noise. Call handlers/Support Staff that call back or send emails once they have ascertained why the warehouse has not actioned the order. Someone to oversee the picking of orders that have gone wrong. What is the point of a loyalty program when two orders in one week have not been processed - no-one looked to find out why and tell me! If there is a problem, apologise and explain - do not leave it to AI and feedback surveys that give no resolution. A company that wishes to keep its repution high deals with problems and does not leave customers disgruntled.
Zooplus said an hour and 15 minutes ago via facebook that customer services would contact me they have not - I re-gave both customer number and phone number.
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Sue,
Thank you for taking the time to share such detailed feedback. I'm genuinely sorry to read how frustrated and disappointed this experience has left you.
What stands out most from your review is the feeling that your concerns were not properly acknowledged and that you were left without the explanations, updates and follow-up you reasonably expected. I completely understand why that would be upsetting, particularly when you felt there were several opportunities for the issue to be identified and addressed before it reached this point.
I also noted your comments regarding AI responses and follow-up communication. Some of our initial replies are generated by an AI system, designed to provide quick answers to common queries and save customers time. I wonder whether this may have contributed to the impression that your concerns were not being properly addressed. If an automated response does not resolve an issue, replying to it should escalate the case to a human advisor for further assistance, and I'm sorry if that process did not work as you reasonably expected.
Unfortunately, I haven't been able to identify your account from the information available in your Trustpilot review. As this is a public platform, I'm unable to look into account details or previous contacts with our customer care team 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 better understand the concerns you've raised and review the experience from your perspective. I appreciate this suggestion may sound similar to advice shared with other fellow Trustpilot reviewers, but it really is the most effective, and indeed the only, way for us to discuss account-specific matters and assist further. If you've already been in touch with us, please feel free to continue the existing correspondence and mention your Trustpilot review, as that helps us locate and prioritise your case more quickly. Alternatively, you can also contact us by telephone on +44 1865 951301.
Thank you again for taking the time to bring this feedback to our attention. We truly value hearing where we've fallen short, and we'd welcome the opportunity to learn more through our official support channels.
Team zooplus
Zooplus had exactly what we were looking for.
Zooplus had exactly what we were looking for. We found the item less expensive on Zooplus than other companies that sell the same product.
Email communications are always good and delivery was very prompt.8
August 18, 2026
Unprompted review
Reply from zooplus.co.uk
Hello E.,
Thank you for taking the time to share your experience. I'm delighted that you were able to find exactly what you were looking for at a great price and that our communication and delivery service met your expectations. We truly appreciate your support.
Team zooplus
I wasn't in today for my DHL delivery…
I wasn't in today for my DHL delivery so it was taken to a shop over 3 miles away ,doesn't sound far ? Half a mile walk to the nearest bus stop then 2 different buses to get there and same on the way back plus I didn't ask for it to be taken there in the first place ? Not ideal when you live in a rural village with no bus service,so now my old cat has no renal food and I will need to order on Amazon while I wait till after the 9th when they take the parcel back from the shop because it's not been collected then I need to wait longer for a refund,every time I've ordered from this company it's either the wrong order sent or stuff missing,think this will definitely be my last time ordering from them
September 1, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Joan,
Thank you for taking the time to share your experience. I am very sorry to read how this delivery has unfolded, particularly when the order contained renal food for your cat and you were relying on receiving it without delay. I completely appreciate why being asked to collect a parcel from a location over three miles away would be far from practical when you live in a rural area with limited transport options
I believe I have been able to locate your details in our system and, as we are unable to discuss individual orders publicly on Trustpilot for privacy and security reasons, I will ensure your feedback is reviewed via our official channels. I also see you have emailed our customer care team and that’s great, thank you very much for that. We will follow up on that and resolve this for you.
Thank you again for bringing this to our attention. I truly regret the disappointment and inconvenience caused, and I hope we will have the opportunity to restore some of your confidence in zooplus.
Team zooplus
Still not received.
My order has been stood at delivery in 1-2 days for 15 days. I can't contact Zooplus to get a refund and there's no way other than the online tracker (which says 1-2 days) to contact Evri. Even if Evri lost the parcel (again) I'm disappointed with Zooplus for using such a substandard courier.
September 1, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Cathryn,
Thank you for taking the time to share your experience. I'm very sorry to read that you've been left waiting for your order for over two weeks and I completely understand how frustrating that must be.
Unfortunately, I haven't been able to locate your account from the details visible on Trustpilot. As this is a public platform, I can't access or discuss order-specific information 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/ so that we can properly review what has happened and look into any available resolution for you. As I often mention to fellow Trustpilot reviewers in similar situations, that is really the only way we can access your order details and investigate fully.
If you've already reached out to our support team, please do follow up on your existing enquiry and mention your Trustpilot review. Doing so helps us identify and 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. I hope we'll have the opportunity to look into this properly for you through our official support channels and work towards a better outcome.
Team zooplus
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Zooplus, this supplier never deliver goods and refuse to admit it
Zooplus, I had a Zooplus parcel that was delivered to Durham, while you live in Redcar, so I did not receive the goods. The case reference I have is #29499238. My position was that I wanted a refund of the money paid, because the parcel was delivered to another person/address in another town. However Zooplus refused, saying they had confirmation that parcel was deliver by delivery service, did not matter was not deliver to me. I had to ask my Bank to recover moneys from this fraudster company.
January 26, 2026
Unprompted review
Reply from zooplus.co.uk
Hi JuanCarlos,
Thank you for taking the time to share your experience. I am very sorry to read about the circumstances you describe and the frustration this situation has clearly caused, particularly as you believed your parcel had been delivered to a different town and you were left without the goods you ordered.
For privacy and security reasons, I am unable to discuss the details of individual orders or account activities on this platform. However, I would genuinely welcome the opportunity to revisit the matter with you through our official channels and ensure that all available information has been fully reviewed. If convenient, please reply to any previous correspondence you may still have with us, mentioning your Trustpilot review, or alternatively contact our customer care team via https://www.zooplus.co.uk/contact_form/. You can also reach us by telephone on +44 1865 951301.
I appreciate that this may sound similar to advice we share with other Trustpilot reviewers, but as this is a public forum, it is unfortunately the only way we can safely investigate account-specific concerns and provide meaningful assistance.
Thank you again for bringing this matter to our attention. I hope we will have the opportunity to review the case with you directly.
Team zooplus
Ive been ordering from zoopluss for…
Ive been ordering from zoopluss for years now maybe 11 years i am a premium customer never had a problem up until now obviously because the company are well known now so they think its ok to treat there customers badly. ive been struggling with my order for 2 days now its not letting me pay its saying there are no delivery available asked for help they didn't bother getting back to me to help so I asked how do i delete my account i got an email giving me the steps to deactivate my account. If this is how you now treat your loyal customers once my premium is finished I will take my custom else were avoid this company
August 31, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Kelly,
Thank you for taking the time to share your feedback. I’m very sorry to read this, and I can completely understand why this experience would leave you feeling disappointed and undervalued.
It is especially concerning to hear that you were unable to complete your order because no delivery options were available, and even more so that the assistance you received did not address the issue you were trying to resolve.
I have tried to locate your details based on the information available in your review, but unfortunately I have not been able to identify your account. As Trustpilot is a public platform, we are unable to investigate individual account or order matters 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/ so that we can review this properly and understand what prevented the checkout from working.
I realise this suggestion may sound familiar, as it is one we often need to share with fellow Trustpilot reviewers, but it is genuinely the only way for us to access the necessary account information and investigate the issue in detail. If you have already contacted our support team, please do follow up on that conversation and mention your Trustpilot review. That will help us identify and prioritise your case more quickly. Alternatively, you can also reach us by phone on +44 1865 951301.
Thank you again for bringing this to our attention. We would very much welcome the opportunity to look into this further and hopefully restore some of the confidence that has been lost.
Team zooplus
Exemplary Customer Care
Zooplus continues to provide exemplary customer care. Interactions I’ve had with them have been fast, kind and genuinely helpful. They resolve issues without fuss and always put the customer first. Their service is consistently reliable, and it’s clear they take real pride in looking after both pets and owners.
Customer care engages you on a personal level, which is exceptionally rare in today’s e‑commerce world. This, coupled with their vast pet supplies range, prompt order processing and reliable deliveries, makes them a truly outstanding company.
August 30, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mr Rishi,
Thank you so much for your incredibly kind words. Knowing that our customer care, product range, and delivery service have made such a positive impression means a great deal to us. We always strive to provide support that feels personal and helpful, so your feedback is especially rewarding.
Thank you for your trust and recommendation.
Team zooplus
Always a great service from zooplus
Always a great service from zooplus! The order is well packed, arrives on time or early, and the communication is great too!
August 24, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Anthony,
Thank you for the fantastic feedback. It's wonderful to hear that your orders arrive well packed, on time, and that you find our communication helpful.
We really appreciate your support and look forward to serving you again soon.
Team zooplus
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Excellent Customer Service
I ordered some cat food from Zooplus, but unfortunately my cats didn’t like some of the products. I contacted customer service to ask about a return and refund.
The process was very easy and hassle-free. Zooplus credited the amount to my account and kindly told me that I didn’t need to return the items.
I really appreciate how quickly and smoothly they handled my request. It was a very positive customer service experience. Highly recommended!
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hello Kit,
Thank you for sharing your experience. I'm pleased our customer care team could help make the return process simple and hassle-free for you.
It's great to know you were happy with the resolution, and your recommendation means a lot to us.
Team zooplus
Excellent service from Zooplus
Excellent service from Zooplus as usual. I accidentally ordered the wrong food I contacted Zooplus customer service they gave me a refund and told me to donate the food to an animal charity which I have done….. excellent service
August 12, 2026
Unprompted review
Reply from zooplus.co.uk
Dear Ros,
Thank you for your lovely review. I'm glad we could assist quickly and that the food was able to be donated to an animal charity. It's wonderful to hear that you were happy with the service you received.
We truly appreciate your support.
Team zooplus
They take over 2 weeks to deliver
They take over 2 weeks to deliver, DO NOT believe they will ship within 1-3 working days because they won’t, and they will ignore your emails in the meantime.
June 8, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Mylene,
I’m very sorry to read about your experience. Waiting more than two weeks for an order, especially when you were expecting dispatch within the advertised timeframe, is understandably frustrating.
I’m also concerned to hear that you feel your emails have gone unanswered. That is certainly not the level of service we aim to provide, and I apologise for the frustration this has caused.
Unfortunately, I haven’t been able to identify your account from the information available on Trustpilot. For privacy reasons, I’m unable to investigate individual orders publicly, but with your kind help I’d really appreciate the opportunity to look into this properly and see what has happened. Please contact our customer care team via https://www.zooplus.co.uk/contact_form/ and mention your Trustpilot review when getting in touch. As I’m sure you may have noticed from some of our replies to fellow Trustpilot reviewers, this is genuinely the best, and indeed the only, way for us to access your account details and assist further. If you have already contacted us, please feel free to follow up on your existing enquiry and reference this review so that your case can be reviewed as quickly as possible.
Alternatively, you can reach us by telephone on +44 1865 951301.
Thank you for bringing this matter to our attention. I hope we’ll have the chance to investigate your experience and work towards a resolution through our official support channels.
Team zooplus
Used to be fantastic until they changed…
Used to be fantastic until they changed their carrier to DHL. Nothing but problems since!! Won’t be using again.
August 26, 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
I'm sorry to hear that your recent experiences have not met your expectations. I appreciate how frustrating it can be when delivery issues affect what should otherwise be a straightforward shopping experience.
It's particularly disappointing to hear that a customer who previously considered our service fantastic now feels unable to continue shopping with us. Please accept my sincere apologies for the inconvenience and frustration caused.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for taking the time to share your experience.
Team Zooplus
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The product is good the only problem…
The product is good the only problem was the delivery, the driver just dropped my order over my front gate as seen on cctv camera resulting in a number of dented tins.
August 13, 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
I'm pleased to hear that you were happy with the product itself, but I am very sorry to learn about the way your order was delivered.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form. If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this matter to our attention, and we appreciate you taking the time to share your experience.
Team Zooplus
Excellent service throughout
Excellent service throughout, I've purchased goods from this company multiple times and each time is fast and painless. Communication is clear and constant and the delivery is fast and efficient .This company is my go to now for all my pets needs. I would highly recommend.
August 14, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Lorraine,
Thank you for making zooplus your go-to shop for your pets' needs. It's great to know you've consistently enjoyed fast service, clear communication, and efficient delivery.
Your recommendation is greatly appreciated.
Team zooplus
Easy to order
Easy to order, arrived quickly and well packed. Great service.
August 11, 2026
Unprompted review
Reply from zooplus.co.uk
Hello Clare,
Thank you for the kind feedback. I'm delighted to hear that ordering was easy and that your parcel arrived quickly and well packed.
We appreciate your support and hope to see you again soon.
Team zooplus
This is absouletly ridicolous
This is absouletly ridicolous. I complained about my previous order Cat Litter and never even got ana answer back, and now when i made another order, the same thing where half the litter is out in the box and box itself is damaged and no one can even respond to me.😡 not shopping here again
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
HI Bo,
I am very sorry to hear about your experience.
I completely understand your frustration, especially as this appears to have happened more than once.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form.
If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this to my attention. I am genuinely sorry for the inconvenience and disappointment caused.
Team Zooplus
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Awful service
Ordered a months worth of encore cat food early monday morning for my 2 cats costing over £83. Today Thursday still not sent so called them. After telling me they had "technical issue" so order cancelled they told me to wait up to 7 days for payment to be released by bank so I called and said okay so who is going to feed my cats. I've don't have any more money until those funds released and made it quite clear they should not be taking orders they cannot fulfill. Terrible service. Have lodged formal complaint and demanded response. Order no: 462524581
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Beth,
Thank you for taking the time to share your experience. I am very sorry to read what happened with your order, especially when it involved an essential purchase for your cats.
Having reviewed your details, I can see that you have already raised this matter with us, and I am sorry that the situation led to a formal complaint. While occasional technical issues can occur, I appreciate that this does not lessen the impact on you when you are relying on that order to feed your pets.
I can also understand your concern regarding the funds being unavailable while the payment release is processed by the bank.
As we have all your details and, for security and privacy reasons, cannot discuss details here on Trustpilot, we will follow up on previous correspondence you had with our customer care team on this matter, via our official communication channels.
Team zooplus
Worst Customer Service - Buyer Beware
So I ordered items to my new address but the system reverted to my old address. The shipping company wouldn't help me neither would zooplus. So my package is in the middle of nowhere and I have no way of retrieving what I paid for. And they don't care. They never emailed as promised and the supervisors never called as promised. Don't give these people your money. There are much better companies who treat their customers better.
August 27, 2026
Unprompted review
Reply from zooplus.co.uk
Hello,
I am very sorry to hear about your experience.
I understand how frustrating this situation must have been, especially when your order was sent to an address you no longer had access to and you were unable to retrieve the parcel.
Unfortunately, I haven't been able to identify your account from the information visible on Trustpilot. As advised in our replies to other reviewers, and because we cannot investigate or discuss order-specific information publicly for privacy and security reasons, please contact our customer care team via zooplus Contact Form. If you have already been in touch with support, please feel free to follow up on your existing enquiry. In either case, do mention your Trustpilot review, as this helps us prioritise and locate your case more quickly.
Thank you for bringing this matter to my attention. Your feedback is important and will be shared internally so that we can continue to improve our service.
Team Zooplus
Such a huge selection for pets!!!
Such a huge selection of foods and goodies! Easy to use app and site. Love the loyalty scheme and range of offers too including free delivery which always feels like a bonus 🐾🐾
August 12, 2026
Unprompted review
Reply from zooplus.co.uk
Hi Jag,
Thank you for such a wonderful review. It's fantastic to hear you're enjoying our range, offers, loyalty programme and free delivery benefits.
Knowing that both the website and app make shopping easy is lovely feedback for the team.
Team zooplus
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