zooplus.ie Arvostelua 878

Vastaus yritykseltä zooplus.ie

22.8.2025

Hi Maria,

Thank you very much for sharing your feedback with us, sorry for the possible confusion we might have caused.

I have checked the banner on our home page at https://www.zooplus.ie/ and the one advertising the 25% discount on Purina products seems to be correct: it shows 25% discount on Purina Gourmet Wet Cat Food accompanied by pictures of 3 of those products.

I wonder whether you might be referring to another banner, not the one on the home page, and, if that's the case, it would be great if you could share it with us so that we can double check.

Please, if you could very kindly forward it to us via our official communication channels (Trustpilot does not feature the option to share pictures/screenshots, unfortunately) here https://support.zooplus.ie/en/support/tickets/new

Thank you.

Vastaus yritykseltä zooplus.ie

22.8.2025

Hi Chris,

Thank you for taking the time to share your experience, and please accept my heartfelt condolences on the loss of your beloved Springer Spaniel. We understand how difficult this time must be, and we’re truly sorry that our response added to your distress.

Sorry if that came across as disrespectful and unhelpful.

Our system is unfortunately not designed to process points donations without a qualifying purchase, and we recognise that this limitation can feel insensitive in circumstances such as yours. So sorry again that this policy prevented us from honouring your wish to donate your remaining points to our charity initiative.

Your loyalty over the years means a great deal to us, and we’re genuinely sorry that this experience has left you feeling disappointed. Your feedback has been shared with the relevant teams to explore how we might better support long-standing customers in similar situations going forward.

Thank you again for your patience and understanding.

Vastaus yritykseltä zooplus.ie

19.8.2025

Hi Hugh,

Thank you for taking the time to share your experience, and I’m truly sorry to hear about the repeated delivery issues you’ve faced.

We take such reports very seriously and we’d like to investigate this further and escalate the matter appropriately with our delivery partner. To help us do so, could you kindly share your order ID? This will allow us to locate your details and ensure your concerns are properly addressed.

Thank you again for bringing this to our attention. We’re very sorry for the inconvenience caused and hope we can work towards a resolution.

Vastaus yritykseltä zooplus.ie

15.8.2025

Hi Alison,

I am so sorry to see you had to waste more of your time to grab our attention - my apologies for our silence after getting back to you on your UK Trustpilot review.

You are right, we ought to have got back to you with an update - alas, we are still investigating with our delivery partner and that of course is not a good reason for not communicating with you yesterday.

Please, accept my personal apologies, I will make sure that you receive an update via our official communication channels today.

Thank you so much for your patience.

Vastaus yritykseltä zooplus.ie

5.8.2025

Hi Evija,

Thank you very much for taking the time to share your feedback with us!
I'm really glad to hear you’re happy with our product selection and delivery times. However, I am truly sorry to learn about the recurring issue with damaged cat litter bags and the impact it’s having on your overall experience.

Your concern is absolutely valid, and what you were advised when you kindly contacted our support team is correct as we are working with our partners to improve the quality of our deliveries.

In the meantime, one suggestion that might help reduce the risk of damage is to consider splitting your order into smaller shipments—especially when ordering heavier items like cat litter. This can help prevent overpacked boxes and reduce the chance of breakage during transit.

Also, please note that shipping fees are free for orders over certain values. You can find the full details here: https://www.zooplus.ie/info/about/shippingcosts. This means you might be able to split your order without incurring extra costs, depending on the value of each shipment.

We appreciate your loyalty and hope these suggestions help improve your future experiences. If you have any further questions or need assistance with placing split orders, our customer service team is here to help!

Vastaus yritykseltä zooplus.ie

30.7.2025

Hi Amanda,

Thank you for your feedback and for recognising the quality and value of our products — we’re delighted to hear they meet your expectations!

I'm truly sorry to hear that the delivery experience didn’t match the same standard.
We typically dispatch parcels vwith delivery times ranging from 3 to 6 working days from the dispatch date (excluding Sundays and bank holidays). However, delivery speed can vary depending on product availability, payment method, and location. You can find more details on our Shipping and Delivery page https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-

We appreciate your honest review and will continue working with our courier partners to improve the delivery experience. Your satisfaction is important to us, and we hope to welcome you back soon.

Vastaus yritykseltä zooplus.ie

25.7.2025

Hi Marissa,

Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience was negatively impacted by the delivery service.

We understand how frustrating it must be when a product you've been looking forward to doesn't arrive as expected. Please rest assured that we take your concerns seriously. We are actively working with our partners to ensure a more reliable and timely service for our customers.

If you ever encounter an issue with your order, we strongly encourage you to reach out directly to our customer support team. They are best placed to assist you promptly and effectively, and will do everything they can to resolve the matter to your satisfaction.

Your satisfaction is very important to us, and we’re committed to making improvements. If there’s anything further we can do to assist you, please don’t hesitate to get in touch.

Vastaus yritykseltä zooplus.ie

24.7.2025

Hi Livia,

Thank you for sharing your feedback. I’m very sorry to hear about the difficulties you've experienced with your subscription order and the impact it’s had on your dog’s diet — that’s understandably upsetting.

Some of our initial replies are generated by an AI system, designed to offer quick answers to common queries and save you time. I wonder if this may have contributed to the impression that your concerns weren’t being properly addressed. If the automated response doesn’t resolve your issue, replying to it will escalate your case to a human advisor who can assist you directly — and we’re always happy to help.

Regarding the timings, that the shipping date refers to when your parcel leaves our warehouse, not the date it will be delivered. Delivery can take several working days depending on the courier and destination. You can find more details about our delivery timelines here: https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-

We’d really appreciate the opportunity to look into this further and provide full assistance. If you’re willing, please contact our support team directly via https://support.zooplus.ie/en/support/tickets/new, and mention your Trustpilot review so we can prioritise your case.

Thank you again for your feedback — it helps us improve, and we’re genuinely sorry for the inconvenience caused.

Vastaus yritykseltä zooplus.ie

21.7.2025

Hi Pat,

Thank you very much for taking the time to share your feedback with us, and sincere apologies for the delay in responding here.

I do hope your delivery has since arrived safely. If not, as we’re unable to assist directly via Trustpilot due to privacy and security reasons, may I kindly ask you to contact our customer support team here: https://support.zooplus.ie/en/support/tickets/new.

I’m very sorry for any delay you may have experienced. Most orders are typically processed and dispatched from our EU warehouse within 24 hours. However, actual delivery times can vary depending on your location, the courier service, and the weight of the parcel. You can find more details about dispatch and delivery times here: https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-.

We truly appreciate your patience and understanding, and we hope this helps clarify the delivery process. If you haven’t already, we do recommend reaching out to our support team for tracking updates or further assistance.

Vastaus yritykseltä zooplus.ie

21.7.2025

Hi Gavin,

Thank you for bringing this to our attention, and I’m truly sorry to hear about the confusion and frustration regarding your delivery. Please, forgive us for the slow acknowledgement here too.

If your parcel was marked as delivered at 14:48 but no one approached your door—as confirmed by your video doorbell—that’s understandably concerning. I appreciate you’ve already contacted customer services, and I’m sorry you’ve not yet received a reply. That is indeed surprising because we do respond to all our queries.

For privacy and security reasons, we’re unable to assist directly via this platform. Please, if I can ask you to very kindly use the form here https://support.zooplus.ie/en/support/tickets/new. Please include your order number and any relevant details, such as the video doorbell footage timestamp, to help us investigate further.

We take delivery issues seriously and will do our best to resolve this promptly once we have the necessary information.

Thank you very much in advance for your help.

Vastaus yritykseltä zooplus.ie

7.7.2025

Hi Hala,

Thank you for taking the time to share your experience, and I’m truly sorry to hear about what happened with the treats you received.

We completely understand how distressing it must have been to discover spoiled food—I can assure you that health and safety are at the top of our priorities and the quality of the products we sell on our website always meets those requirements.

While we do request batch numbers to investigate quality issues thoroughly with our suppliers, this should never come at the expense of timely and compassionate support. I’m sorry that the response you received felt vague and delayed. We aim to respond within 24 hours, and I regret that we fell short in your case.

Your feedback has been shared with our quality and customer care teams so we can review how we handle such reports and ensure better follow-up in the future. If you’re open to it, we’d really like the opportunity to make this right. Please reach out again via https://support.zooplus.ie/en/support/tickets/new and mention your Trustpilot review so we can prioritise your case.

Thank you again for bringing this to our attention—we’re committed to doing better.

Vastaus yritykseltä zooplus.ie

2.7.2025

Hi KPoe,

Thank you for your feedback, and I’m glad to hear that most of your order met expectations.

To clarify your concern about the website: while zooplus.ie is our dedicated site for customers in Ireland, our operational and fulfilment centres may be located outside of Ireland. This allows us to offer a wider range of products and competitive pricing, though we understand it can sometimes cause confusion.

I’m sorry to hear that the Nylabone and Chuckit! ball didn’t meet your expectations. If the items were significantly different from what was described or unsuitable for your pet, our customer service team would be happy to look into this further for you.

As we’re unable to assist with individual orders via Trustpilot due to privacy and data protection regulations, please feel free to contact our support team directly at https://support.zooplus.ie/en/support/tickets/new. Including a reference to your Trustpilot review will help us cross-reference and prioritise your case.

Thank you again for your feedback—it helps us continue to improve both our service and product selection.

Vastaus yritykseltä zooplus.ie

12.6.2025

Hi Jim,

Thank you for sharing your experience — I completely understand how frustrating it must be to wait that long for a delivery, especially when expectations were not met and the follow-up left you feeling unsupported.

While we aim to offer competitive prices, we also strive to be transparent about delivery times. For orders placed on zooplus.ie, standard delivery to the Republic of Ireland can take several working days depending on the order type and location. In some cases, particularly for heavier or bulkier items, delivery may take longer — and we sincerely regret if this wasn’t clearly communicated or if your experience fell short of this timeframe. You can find more information here https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-#:~:text=When%20will%20my%20parcel%20be%20dispatched%3F

Although we do not manage deliveries directly, we work closely with our delivery partners to ensure orders are fulfilled reliably. When issues arise, we rely on their updates and do our best to liaise with them on your behalf to resolve matters swiftly.

As we’re unable to assist with individual cases via Trustpilot for privacy and security reasons, we kindly ask that you contact us directly through the details provided on our website: https://www.zooplus.ie/contact. This will allow us to look into your case thoroughly and offer the best possible support. Please, if you could mention your Trustpilot review so that our support team can look at your query with the expected priority, that would be great.

Thank you again for your feedback — we hope to have the opportunity to restore your confidence in our service.