zooplus.fr Reviews 19,509

Paiement system does not work. So basic???
Order number 453436337

I am a regular customer with zooplus and have an account. I spend alot of money on this site. However I am very unhappy with their customer service department. I received the wrong order and i sent two emails to customer services with no reply both times. I ordered Frontline for 20 kilo dog. I received frontline for 2 - 10 kilo dog. I have bought another pack from my vets now. So out of pocket 30 euros.

WHERE is the product. I demand a reimbursement for the items that failed to be delivered on the first delivery date given and which also failed to arrive on the second date given. You do not have the right to take money for deliveries that you cannot fulfil, and for which you make no follow up with a customer. A dreadful company and this is the 2nd review I am leaving. Disgusted and furious.
*******

In response to your reply, which I thank you for: You have not fully refunded me, you have kept the additional amount that I paid to "join" the zooplus club. Seeing as I won't be using you again, given the appalling customer service and lack of product, it is an insult that you feel justified in keeping this sum, and I request a full refund. Thank you

My dogs favourite food is natures menu freeze dried. It’s £25 a 625 bag zooplus even though they only do the lamb flavour on this offer I just got 3 bags for £40 which is an absolute bargain plus some rabbit ears again bargain. No problems witch delivery thing it took 2 days

for the third time in 2 weeks an order I made with Zooplus fr for home delivery has been sent to a Relais 5 kms away from my home with GLS.

I have complained and assured the next one will come to my home but today again the same thing happens.
They do reply and offer apologies but this is really not acceptable.

The kibble has high quality ingredients and my dog seems to enjoy the taste but the bag size is quite small for the price. I also noticed the pieces are a bit too hard for older dogs to chew

1. They lie when they sent the order. They send you an email saying the order is on its way, but it's only when they have created the ticket for the delivery company. This makes you think the order will arrive soon, but it won't.
2. They are unable to divide the order into reasonable packages. They will load your whole order in one box, they don't care if the box weights 31 kilos, they send it anyway regardless of the delivery guy that has to carry it, or if you have to carry it upstairs.
3. Because they put so much weight in the boxes, all the bags of food and/or litter inevitably break, so you receive a nice mix of whatever you order with spare cat food and/or cat litter
4. All of these have happened more than one time, but this last time was epic. On top of that, the order was 10 days late, AND they put the 96 small packs of wet food that I had ordered thrown randomly inside the 31 kg box. Am I supposed to count the 96 small bags? How am I supposed to store them if they didn't add the boxes of the packages?

It was too much, so I wrote a complaint to them, and they refunded me for the broken litter bags and to compensate for the messy 96 packs and the delay, they offered me a misserable 10% discount code, which is supposed to be in my Zooplus account, but is obviously not there, they just lied again.

Not as good as it used to be, and now just as expensive as the pet store.

I love Zooplus, I order for my 3 large dogs & 2 outdoor cats every month and have never had an issue. On maybe 3 occasions I've had delivery company issues which Zooplus were extremely helpful with and resolved.

I receive points on my orders with which I save and treat my pets to Christmas gifts each year (free gifts, unbelievable!). I also get occasional free gifts such as towels, pillows, umbrellas... Very cute!

The prices are better than stores, there's always plenty of offers, packaging is strong, delivery is quick.

I feel part of a club, and the free gifts remind me of the 80s & 90s when companies used to do that, it's rare now and feels very generous and kind, not like other companies that don't wish to share anything with their customers.

For as long as I have pets I'll be a Zooplus customer!

After a delivery issue with Evri , zooplus replaced my missing dog food .
Contact via emails was good , and finally the missing parcel turned up almost a month later . Thanks for your service zoo plus !!

DO NOT BUY FROM THIS COMPANY.
I have now had 3 deliveries not arrive on zooplus France. I am 200 euros out of pocket. Buy from this company at your risk

La litière pour chat que j'ai commandée était en rupture de stock, mais ils m'ont prévenue dès qu'elle était de nouveau disponible. Je l'ai commandée un mardi et elle a été livrée le jeudi. Les frais de livraison étaient très raisonnables pour un colis aussi lourd (24 kg). La livraison GLS a été excellente.
The cat litter I ordered was out of stock but they let me know as soon as it was back in stock. I ordered it on a Tuesday and it was delivered on Thursday. And a very reasonable delivery charge for a parcel so heavy (24kg) GLS delivery was excellent.

Très déçu, quand on a souscrit à la formule zen, on ne peut pas utiliser les points bonus mais on continue à les accumuler ! C'est vraiment aberrant

I have ordered a few products for my dog and I'm very surprised to get no news nor tracking email regarding this order. We are now 5 days later and I haven't received anything yet nor info about the parcel. 've just called the customer service and I will never order on Zooplus anymore. The lady was impolite and not helpful at all. Very bad experience.

I order 10 days ago. Still no dog food. Customer service zooplus france is hopeless. I will be ordering with Brekz .

Considering this website sells essential items such as food for specific dietary needs, they have absolutely no excuse to constantly be late, and not a little late but VERY late, with shipping said orders.
They systematically lie about having shipped so they can pretend they were on time : 5 days after receiving a shipping notification, tracking still shows they haven’t handed it to the courier yet. And this is for every order I have made in the past 2 years.

If their site is as successful as they claim, they surely can hire more staffers to ship on time. Dog knows they make enough profit seeing how the prices have doubled since Covid.

Add to that the fact that the customer service is subpar, that the merchandise often arrives damaged due to lack of padding, and the horrible quality of most of their accessories (do NOT order a harness or a leash from there, it will break and endanger your pet !), there is absolutely no reason to shop from them. This company is a typical example of ensh!ttification.

The fact that they won't send you a remindert when a order is coming up is not acceptable. I received a mesage : your oder has been confirmed... Hmm which order? Reminder first rather than seeing that i'm being charged of 95€.
Transparency is key

I have been a customer for 6+ years and I cannot recommend this service enough. Customer support is also impeccable.

There are tons of chew sticks and strips and bones and everything for proper dental care, actually! I have bought products here several times and I am satisfied with the quality of products sold here. The assortment is truly extensive.
This makes me feel that I have found an excellent service for buying everything for my dog who always needs something new and exclusive. He doesn't like when I feed him only using one type of food and the same is true about toys he has. I have to change them all the time and due to this website there is nothing difficult in changing them.
So I can recommend it.

It’s been 3 years that I’m client from zooplus and I’m always satisfied with it even if there’re problem like something forgotten in my order or if my animals don’t like what I’ve ordered they’re always trying to find the best solution and the customer service is really fast to respond to