zooplus.pt Reviews 603

I’ve ordered canned food, dry and other merchandise. On the last two order of canned food, several cans were deformed; at least one can was badly damaged it opened. I followed their direction to file a complaint, requested a credit for two cans but never received a reply. I placed the complaint two weeks ago.

I will not use Zooplus anymore. I’d rather go to a pet supply store to purchase my dog’s food.

Attractive prices, but service has significantly degraded over the past months.

Zooplus.pt seems to rely on GLS for deliveries, and in my case, home delivery is no longer respected. Parcels are systematically redirected to pickup points without any real delivery attempt, even when I am present at home.

This is not an isolated issue — it has happened repeatedly on the following dates:
22 June 2025
09 July 2025
29 September 2025
10 October 2025
13 October 2025
25 October 2025
18 December 2025
28 December 2025
04 January 2026
19 January 2026
21 January 2026
20 March 2026

I contacted zooplus.pt several times, but never received any response.

As a result, I now have no choice but to switch to another supplier that actually delivers to my home.

Order was delivered with very good thinking from the delivery person who spoke with a neighbor and came up with a great solution. Thank you very very much. My cats are happy. Delivery in Portugal can be challenging. A smart delivery person makes all the difference. Thank you!

Awful service!!!
After six days waiting for my delivery they just send to my address 1 of the 6 items I purchased and they asked me to pick up the rest in an agency.

Nice website but poor delivery service from GLS

It's been 7 days my order seems to not even have been given to GLS and I've found no contact email on the Web page. Do not trust this Web page might be a scam.

I'm updating my review, since I got an email back and it seems magically the order was delivered to GLS after sending my email to customer support on Saturday.
It's supposed to arrive today.

Still no news of the order it's delayed 2 days now.

The GLS shop in my area that is indicated on the Web page does not exist. My order is now lost and I have lost all my money. I have no support, neither from GLS neither from zooplus.

This is my 3rd review for this company. The last was low scored due to the courier used. This situation has now been resolved and I reinstate the 5* service I initially gave. End-to-end process is very good and prices are competitive.

Not always the lowest prices, but excellent support.

Paid for order on 02/07 and it’s now 18/07 and still no sign of it. They’ve started to use ‘Paack’ couriers which are truly awful. Apparently, they lost the first package sent out by Zooplus and the second one is on its way but, who knows when that will be delivered.

Paack send you emails nearly every day saying ‘delivery in progress’ and will be between 09:00 - 22:00. You wait all day and night for nothing - there’s an update then on link saying ‘they couldn’t locate’ or ‘attempted delivery at 22:45’ or ‘problem with logistic transportation’. Such a waste of your valuable time

Eventually, you realise their notifications of delivery are useless (they never phone). Previously, Zooplus used GLS and we never had an issue….despite telling them this they still sent second package out by ‘Paack’.

Terrible service for someone who has used for several years for bulk purchases. Despite multiple emails requesting help to confirm delivery - I only get ‘we’re sorry and will chase courier’ but no one updates me.

Update 18/07: In desperation, and not having a response despite Zooplus update below, I have phoned Zooplus to find out where the 2nd delivery sent out is coming - only to be told it was NEVER ordered - despite my request last week (so how could Paack say they were delivering yesterday?)

Daniela from Zooplus has apologised again and says she will order now and follow it up. Again, I have requested they do not use Paack but she says they cannot guarantee that. We will go out today and buy more supermarket cat food in the interim.

Update 19/07: Paack delivered package this morning

I ordered over 250 euros of veterinary food for my elderly dog. The delivery service GLS let us down, even though we opted to collect 57 cans from a parcel shop. When the food did not arrive by the 'at the latest delivery date' I had to travel to another city to purchase specialist food from a shop. When I contacted Zooplus.pt to cancel the order still within 14 days of order they tried to get us to wait for delivery. We refused and asked for cancellation, they said they did, but then did not, asking us to collect the order once it had been delivered. Again we said we had cancelled and expected a refund. They said we must wait until the delivery had returned the goods to them. This is not in line with EU regulations on online sales. Eventually we got a refund. I have to say, I expected a company of this size to at least know and follow the regulations. I feel we were lied to and will never use this company again. I suggest to avoid and use Kiwoko or Tiendanimal instead.

I regret to share a negative experience with this store. I have placed several orders in the past, and while delivery occasionally had minor delays, it was generally reliable. However, my current order has been delayed for 12 days, despite my credit card being charged and receiving an order confirmation.

I have reached out via email twice but have only received automated responses, which is quite disappointing. Since the store guarantees a delivery time of 3-5 days, I had planned accordingly, and this delay has left me in a difficult situation. I now need to place an urgent order elsewhere to ensure my dogs receive their food on time.

I sincerely hope to receive my order soon, but unfortunately, this experience has led me to reconsider using Zooplus in the future.

Zooplus has a terrible delivery service. The last order did not arrive at its destination and I had to ask for a refund. Unfortunately the refund takes a long time to be processed, I haven't received it yet. I do not recommend this store.

I was using zooplus since 2018, and I was very happy customer. Unfortunately, their support is unresponsive for 12 days, my cats are hungry, and delivery company they are using is refusing to deliver cat food to my apartment. The subscription service promising me regular food deliveries called Zooplus Relax is definitely not relaxing.

I ordered and paid for 2 15kg bags of dog food two weeks ago (Portugal). I sent a message through their website last week and another this week. no response and no food. I also sent an email to their delivery partner last week. Same result. No food, no response and no refund. Zooplus needs to address such poor customer services.

I've been buying my cat food from Zooplus.pt for 2½ years now without a problem. Prices are lower than in shops, and they have better choice and quality. Delivery is fast.

I have been a customer since 2015 (UK) and PT since 2019. The range of products is good, and prices are very competitive. However, since PT introduced their "Zooplus Relax" scheme in favour of the Zooplus points I am not a fan. The scheme is confusing, often better deals are found in the store as a regular purchase. And I liked the Zooplus points to save up for "goodies" which I donated to my local vet for the street animals, or the points to an animal charity in Portugal.
So overall it is okay but please bring back the Zooplus points, like the rest of EU Zooplus have!

Good range of goods, reasonable prices, unfortunately they use an extremely unreliable carrier, nothing arrives, you have to wait for days to get goods or money back.

Uhm...not to be trusted completely. Sometimes it arrives relatively quick but sometimes it takes ages and customer support are not able to solve the problem. Still waiting 12 days and the order is a nowhere to be found!

Support only by email is not enough

Here we go again … new order 5 boxes different transport companies

GLS … received but does not have the right transport bus to go uphill so have to go to gas station

One parcel paack … on 21/12 no issues

Todays parcel … of course I get a message adress incorrect ( sounds like a broken record) because the address has been correct for years .
Probaly a driver who does not have the time or does not want to deliver.

Contact number is known so if there was an issue they could have called.

Called to int number of zooplus and waiting for a solution because knowing the Portuguese customer service won’t do anything other than the standard callcenter anders and no return feedback

Another day lost waiting for parcel… when is this going to stop ?
Waiting for 8,5 hours now and still waiting ….

See below old complains , going on for 1.5 years now

Soms months ago I complained.
See below

I thought the next order would be fine ,

Ofcourse not … An order of 300 euro’s was done and was split up In 3 parcels … parcel 1 delivered by paack on time great delivery staff .

2 other parcels GLS was assigned again … of course same issues again , excuse that adres is not correct ( we heard that one over a year now .. does not work ) next will probaly you’re not home.

Ofcourse zooplus charges the credit card already ( not reserve but charge) for products who are not even delivered.

Maybe one day zooplus takes this serious,

So probaly have to call Germany again, cancel credit card , reorder again …

See below the regular issue
frequently order at zoo plus for the last 8 years

For the last 3 orders zooplus is using GLS to deliver in portugal

When the order is shipped GLS has sever excuses not to deliver , package got lost , package was forgotten package is not in the car , can’t find the adres, no one was home , driver too busy, bus is too big to go up the road bus is old , bus is broken etc etc

It’s like a 10 step program just not to do a delivery
With as result days of calling to zooplus and GLS sending emails explaining and explaining taking days off to wait for a parcel.

99% of the times the same excuses the same call center answers and no solutions

Zooplus does not take any action, just the same call center answers.

It’s such a pity that a company that once worked fine and stood out of other companies became an time consuming frustrating experience for clients
With no deliveries but very fast of charging a credit card without actually providing the items to the client
Data da experiência: 14 de julho de 2023
And august and November and 2022

I've bought some things from the website, twice already, and they arrived as expected. After collecting a few points from my 1st purchase, I even got to redeem a cute gift, which was a toy my pet absolutely loved.