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zooplus.it Reviews 6,363

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TrustScore 3.5 out of 5

3.7

Pet Store

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  1. Pet Store

Written by the company

Fondato nel 1999 e ormai attivo in più di 30 paesi zooplus è IL negozio online di riferimento per i proprietari di animali. Vincitore dell’Insegna dell’anno, anche in Italia rappresenta il miglior e-commerce nella categoria di prodotti per animali domestici. Zooplus, offre più di 8.000 prodotti a prezzi strepitosi, offerte speciali e un interessante programma fedeltà grazie al quale, già dopo il primo acquisto, il cliente potrà convertire i punti accumulati in interessanti regali per i propri pet. Consegna gratuita già con 39€ di spesa. Approfitta delle migliori offerte per i tuoi pet! Da zooplus trovi una vasta scelta di cibi per cani, gatti, piccoli animali, pesci, cavalli così come complementi, snack, lettiere, antiparassitari e tantissimi accessori per tutte le esigenze – zooplus unisce qualità, servizio e prezzo. Lo confermano i pet dei nostri clienti ;)

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Rated 4 out of 5 stars
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Zooplus.it offers a vast selection of…

Zooplus.it offers a vast selection of pet products, which I appreciate. Their pricing is reasonable, though it could be more competitive considering recent increases. Delivery has been a mixed experience for me. While the service is generally good, there have been issues with couriers like GLS and BRT, affecting delivery times and service quality. On a positive note, Zooplus has been responsive to feedback, offering refunds or discounts when problems arise. Overall, I would recommend them for their product range and customer service, but there's room for improvement with their delivery partners. Four stars.

Date of experience: 14 November 2024

Rated 1 out of 5 stars

Extremely unstructured service with embarrassing operations

Extremely unstructured service. Shipping fragmented and no update on the order status. Half of the order arrived, while nobody knows where the remaining half of it is. Customer service is embarrassing, while operations as a whole are a complete mess.
Will never use it again, while there are more professional services with same competitive prices, like ZooExpert or other local players.

Date of experience: 15 November 2024

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Reply from zooplus.it

Dear Francesco,

we are very sorry to hear about your unfortunate experience, however grateful you took the time to share it with us.

We will use this feedback in order to improve and streamline our process and operations and would like to assure we are taking very seriously our customer's words.

Analyzing your order, we can see that one parcel arrived after 2 working days from the payment and the second one after 4 and we will commit to do better, next time.

We hope that you will decide to grant us another chance, in the future, to do better and earn your trust.

Best regards.
zooplus Italia

Rated 1 out of 5 stars

I used it a lot until last summer

I used it a lot until last summer. They're now asking for VERY sensitive information when you're trying to finalize the purchase and I don't trust the process. How can you ask for my passwords?

Date of experience: 13 November 2024

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Reply from zooplus.it

Dear Angela,
thanks for sharing your feedback, we really care about what our Customers think about us.

Even though we understand your concerns, if you want to buy as registered user you need to provide you password in order to access your account.
There are no other ways to do this, as the password protects your account from the others.

At the same time, you can always buy as "Guest", which does not require any passwords or sensible data.

Please, in case of further doubts, do not hesitate to contact our Customer Care Team, which will be happy to assist you.

Best regards.
zooplus Italia

Rated 4 out of 5 stars

Good choice of the goods offered

Good choice of the goods offered, I like it. Maybe the prices are high a little.

Date of experience: 08 June 2024

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Reply from zooplus.it

Hello Giovanni,

thank you for you review.
We are glad to see that you are satisfied with our service.

We would like to point out that we always strive to offer the most competitive prices on the market. However, we cannot always avoid an increase in some of our products.

Regarding your feedback about prices, we would like to point out that we always strive to offer the most competitive prices on the market.
However, we cannot always avoid an increase in some of our products.
We invite you to consider the many advantages you get by purchasing from zooplus such as: free shipping for orders over €39, coupons, various promotions, zooPoints loyalty program and the possibility of planning your orders with our zooplus Relax, thus saving 5% on each order.

A cordial greeting,
your zooplus Italy team

Rated 1 out of 5 stars

Zooplus is incompetent

Unfortunately ZooPlus has become a company not to rely on. They used to be good in all respects. But now everything has changed. The price of products especially pet food has increased so much that you can get equal prices at the bigger pet stores around.
But the worst part is their corriers especially GLS. They make excuse after excuse for not delivering. The latest is that the address supplied by ZOOplus is wrong! Zooplus asked me to check and modify my address even though they perfectly know that the address is correct. Both Zooplus and GLS have become totally incompetent and I would advise anyone who is considering using ZOOplus to go elsewhere. 2-4 days delivery is a blatant untruth and if they continue to use GLS then their is no hope for anyone.
DON'T USE THIS COMPANY IF YOU NEED PET FOOD WITHIN THE DELIVERY SPAN THEY QUOTE>>>YOU WON@T GET IT AND IF THE CORRIERE IS GLS YOU@LL PROBABLY NEVER SEE IT, PLUS THEY TAKE YOUR MONEY!!!
I'm still waiting for Zooplus to refund me after over 2 weeks.

Date of experience: 13 May 2024

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Reply from zooplus.it

Hello Andrew,

thank you for your review.
We would like to apologize first of all for the delivery failure from GLS.
We contacted the courier to verify the situation and our Customer assistance colleagues will send you an email today to inform you about GLS reply and explanation.
We are glad to confirm you that your order has been just refunded on the form of payment you used.
Today you will also receive a communication from our side offering you an alternative solution for the unpleasant situation and we hope you'll like it.
We would also like to point out that we always strive to offer the most competitive prices on the market. However, we cannot always avoid an increase in some of our products.

In any case, we invite you to consider the many advantages you get by purchasing from zooplus such as: free shipping for orders over €39, coupons, various promotions, zooPoints loyalty program and the possibility of planning your orders with our zooplus Relax, thus saving 5% on each order.

Best regards,
your Italy zooplus team

Rated 3 out of 5 stars

Like Zooplus, dislike BRT

I like Zooplus for its selection of products, its pricing and its prompt shipping. However, my last experience with their shipping courier, BRT, was very unpleasant. I paid extra for "to the floor" delivery and even though it was on my invoice, it was not on the courier's documents. I am not sure if this was an error on the part of Zooplus or BRT. The driver was very unkind to me. Even when I showed him that I had paid for "to the floor" delivery and he could see that I was 75 years old, he just yelled that if it was not on the documents then he would not bring it upstairs. He then threatened to leave without deliverying my package. I had him leave it outside my door where it remained all day until my son could come and carry it up for me when he got out of work. It took Zooplus several days to answer my complaint, but they did refund the charge for the "to the floor" delivery and gave me a discount coupon on my next order. If given the choice, I will surely NOT choose BRT as the courier on my next order, if I make another order. I also sent a complaint directly to BRT and they never responded in any way.....hmmmmmmm.

Date of experience: 17 April 2024

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Reply from zooplus.it

Hello 186415 9,

thanks for your review.
We are sorry for the poor service from the courier.
Based on the information provided by the courier, we can confirm you that the doorstep delivery service had been correctly booked and was mentioned in your delivery information.
We shared your negative feedback with BRT in order to avoid that this unpleasant disservice will occur again in the future.
We apologize once again for the situation.

A cordial greeting,
the zooplus Italy team

Rated 3 out of 5 stars

I like the huge range of products on…

I like the huge range of products on offer & the service has been good. What has let them down though, is the discount code I received through the post isn't valid.
It stated 10% off everything. The code was said to be valid until 31st March 2024, though clearly isn't.

**Edited review, following the response from a Zooplus representative, my original remark still stands, the voucher I received through the post clearly states "10% off EVERYTHING" as a welcome gift. Nowhere does it say anything about certain products or range, even reading the small print. I can provide a pic if this forum would allow me, never mind though, I'll just chalk it down to experience. Thank you for your response though.

Date of experience: 17 March 2024

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Reply from zooplus.it

Dear Danny,

thanks for your review.
We checked your feedback with our Customer Assistance team and they informed us that the coupon you received clearly mentioned that it the corresponding discount was applicable on certain products only part of the Science plan range.
The product included in your last order is unfortunately not part of this range.
If you may have any other issue of this type in the future, please feel free to contact our Assistance colleagues and they will be glad to verify the situation and inform you about it.

Best regards,
your zooplus Italy team

Rated 1 out of 5 stars

I ordered pet food from them in…

I ordered pet food from them in December 2023. I received tracking information from them saying it was delivered in OCTOBER. I have emailed numerous times and absolutely no response at all. In my account just says shipped no other information and no help centre.

Date of experience: 31 December 2023

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Reply from zooplus.it

Dear Kath,

thanks for your review.
We did not find any order in your name and we did not receive, as requested, any other detail from your side which could allow us to find your account in our system.
The data you provided does not match at all with our usual tracking codes.
We kindly invite you to contact our Customer support team in order to allow us to double check the problem raised.

Best regards,
your zooplus team for Italy

Rated 3 out of 5 stars

Well I have to say zooplus sorted out…

Well I have to say zooplus sorted out my order which apparently went missing. They are redelivering today AND credited me 20% of my order. So thank you. It's the couriers they use. Postitalian unreliable!

Date of experience: 09 January 2024

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Reply from zooplus.it

Hello nicole,

we are glad we have finally been able to solve the situation in your favor and to make you happy.

We apologize once more for the inconveniences.

Best regards,
Italy zooplus team

Rated 1 out of 5 stars

„Magazine problems” delivery delays

I live in Italy. The service here is a nightmare. They don’t respect people nor animals. Delivery is always delayed and they have ridiculous excuses. It’s heartbreaking because zooplus in Poland functions amazingly well.

Date of experience: 24 October 2023

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Reply from zooplus.it

Hello Ola,

thanks for your review.
We apologize for the delay issues occurred with some of your orders.
We verified the complaints received from your side about this topic and we are glad to see that our colleagues from the Customer Assistance department provided you every time with an explanation about the reasons why of the delay.
We also realized that there were recurring problems related to inefficiencies on the part of a specific courier and for this reason we would like to remind you that you can always select a specific courier when placing your order.
It is really important for us to point out that, in case of a logistic issue from the courier in charge of an order delivery, what we can do is contacting them immediately in order to verify the situation and try to solve the situation as soon as possible.
Unfortunately in these situations, our range of action is limited as we are obliged to wait for the courier's answer which is not always the one expected and sometimes is not received in a reasonable time.
We would like to stress out that we do not use excuses when explaining the reasons why of a delay but we simply explain the real situation, however we understand that our explanations may not be what the customer expects.
We would finally like to highlight that we totally respect our customers and their beloved animals, being animals the intrinsic reasons of all our daily tasks.

A cordial greeting,
the zooplus Italy team

Rated 1 out of 5 stars

Non esiste assistenza post…

Non esiste assistenza post vendita...assurdo

Date of experience: 29 June 2023

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Reply from zooplus.it

Ciao Giannino,

grazie per la tua recensione.
Non siamo purtroppo sicuri di comprendere la tua recensione, poiché il nostro servizio di assistenza clienti è reperibile, come sempre, sia telefonicamente che tramite il nostro formulario sul sito.
Verificando con i colleghi, ci informano di aver reperito a sistema solo una tua chiamata persa ieri 29 di Giugno.
Ti invitiamo a contattarli nuovamente senza problemi,telefonicamente o tramite il formulario di contatto sul nostro sito, in modo da assisterti per ogni tua richiesta e verificare, se lo desideri, le problematiche da te riscontrate nel contattarci.

Un saluto cordiale,
il team zooplus Italia

Rated 5 out of 5 stars

Impeccabile come sempre ordine sempre…

Impeccabile come sempre ordine sempre puntuale e ben confezionato

Date of experience: 04 January 2023

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Reply from zooplus.it

Ciao Cinzia,

grazie per la tua recensione.
Siamo felici di apprendere che tu sia soddisfatta dei nostri servizi.
Effettivamente riteniamo punti fondamentali nel nostro servizio sia la qualità ad un prezzo ragionevole e un’ampia scelta di opzioni e marche ed un servizio di consegna il più rapido possibile. Questo perché sappiamo quanto sia importante garantire il meglio ai nostri amici pelosi senza troppa attesa.
I colleghi contatteranno immediatamente il corriere per investigare e trovare una soluzione.
Speriamo di continuare a non deluderti mai.

Un saluto cordiale,
il team zooplus Italia

Rated 5 out of 5 stars

I do like the products offered

I do like the products offered, good variety, prices are ok as well, shipping is fast. And the reward points are a nice idea, which give the possibility of donating points to animals in need. Good job.

Date of experience: 24 October 2022

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Reply from zooplus.it

Hi Tadeusz,

thank you for your kind words.
We are really happy to hear that you are satisfied with our services.
Indeed, just like you, we particularly care about those who dedicate their efforts and commitment to helping less fortunate animals and for this we do our best to support them.
Our constant efforts are rewarded by customers like you and your recognition. Your 5 stars motivate us to do better and better!

A cordial greeting,
the zooplus Italy team

Rated 5 out of 5 stars

Ottimo qualita',ed efficienza

Date of experience: 04 May 2022

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Reply from zooplus.it

Ciao Daniele,

ti ringraziamo per la tua recensione.

Siamo felici di vedere che tu sia ampiamente soddisfatto dei nostri servizi.
Speriamo di continuare a meritare la tua fiducia e di servirti al meglio.

Un saluto cordiale,
il team zooplus Italia

Rated 4 out of 5 stars

disponibilità operatori zoo plus…

disponibilità operatori zoo plus ottimo, merce affidata a sda poste pervenuto oggi con data affidamento il 23122021 , dato il periodo natalizio il ritardo e' comprensibile grazie

Date of experience: 31 December 2021

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Reply from zooplus.it

Ciao Davide,

grazie per le tue belle parole e la tua fedeltà.
Siamo felici di vedere che sei ampiamente soddisfatto del nostro servizio e soprattutto della nostra assistenza al cliente, che consideriamo il nostro fiore all’occhiello. Speriamo di continuare a non deluderti mai.
Ci scusiamo per i possibili ritardi nella consegna dei tuoi ordini in questo periodo di feste e ti ringraziamo per la tua comprensione.
Speriamo di continuare a darti le soddisfazioni che meriti!

Un saluto cordiale e buone feste,
il team zooplus Italia

Rated 5 out of 5 stars

I bought good prices from Zooplus and I am satisfied

Prodotti di marca a buon prezzo e buon assortimento .

Date of experience: 06 July 2021

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Reply from zooplus.it

Ciao Emilia!

Ti ringraziamo immensamente per le tue gentili parole. 😊

Effettivamente ci teniamo particolarmente a rispettare un certo criterio di qualità nella scelta dei prodotti e ad offrire una vasta scelta a prezzi competitivi.

Siamo consapevoli di quanto sia importante la corretta alimentazione e cura dei nostri amici pelosetti e la nostra offerta punta esattamente a questo.

Un saluto cordiale,
il Team Zooplus Italia

Rated 1 out of 5 stars

Dispatching takes AGES

Dispatching takes AGES.
Order number 189566208.

Just received one part of my order.
The order placed on the 3rd of Jan.
On January 7th I receive a notification that the shipment will be assigned to SDA in 2 working days.

Basically it took them 6 working days to assign the second half of the shipment to the courier. REALLY????? IN 2021????

Not the first time I wait to receive my order. Previous order 186384767 processed on December 3rd, dispatched on the 5th and delivered on the 11th. So PLEASE do not tell customer that the orders are received in 2-4 days

The below is taken from your website. WHAT YOU WRITE BELOW HERE IS A LIE!!!

Tempi di spedizione per l'Italia:
I tempi di consegna variano da 2 a 4 giorni sulla penisola e da 5-6 giorni sulle isole - sabati, domeniche e festivi esclusi.
I colli, appartenenti a uno stesso ordine, potrebbero - in alcuni casi - essere consegnati in giorni diversi.

Ricordiamo che i suddetti tempi di consegna si prolungano di ca. 2 giorni per gli ordini pagati tramite bonifico bancario perché l'evasione avviene solo a ricezione pagamento.

Date of experience: 11 January 2021

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Reply from zooplus.it

Ciao Caterina,

grazie per la recensione.

A seguito delle festività, inclusa quella del 06.01, abbiamo accumulato un backlog di ordini presso i nostri magazzini. Come conseguenza, i normali tempi di evasione e di consegna si sono prolungati di 1-2 giorni lavorativi a seconda del magazzino di provenienza.

Il primo collo è stato consegnato oggi dopo 5 gg lavorativi. Il secondo stimiamo che possa andare in consegna già da domani.

Abbiamo provveduto ad avvisare i clienti in diversi modi tra i quali la pagina dedicata https://www.zooplus.it/info/about/update_delivery e dei banner informativi sia sulla email di conferma che di evasione dell'ordine.

Comprendiamo che tutto ciò non elimina il fatto che tu abbia ricevuto la merce in ritardo e chiediamo scusa per i disagi arrecati.

Speriamo vivamente possa continuare ad ordinare presso di noi per poter valutare i tempi di consegna al di fuori di questo periodo.

Cordiali saluti,
Giuseppe

Rated 1 out of 5 stars

TERRIBLE

I have paid more than £100 for my order over a week ago and you still didn't dispatch the products. I sent hundred emails, but your team is completely ignoring all the payment receipts that I have sent.
Can you please send immediately the ordered products or a refund.
Thanks

Date of experience: 22 July 2019

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Reply from zooplus.it

Hello Ruby,
We would be glad to receive a message with your order number to check what has gone wrong with your order.
Orders paid with bank transfer are usually dispatched when the payment is booked in our system this takes usually 2-3 days.
Looking forward to your reply.
Greetings from the zooplus team

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