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Svar från zooplus.ie

25 juli 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.

Svar från zooplus.ie

24 juli 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.

Svar från zooplus.ie

21 juli 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.

Svar från zooplus.ie

21 juli 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.

Svar från zooplus.ie

7 juli 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.

Svar från zooplus.ie

2 juli 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.

Svar från zooplus.ie

12 juni 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.

Svar från zooplus.ie

12 juni 2025

Hi Gerry,

Thank you for sharing your experience, and for being a long-standing customer — I truly appreciate your loyalty and am very sorry to hear about the recent difficulties you've encountered.

We understand how important timely deliveries are, especially when caring for numerous rescue cats. While we aim to dispatch all orders as quickly as possible, dispatches to Ireland typically take between 3–6 working days. However, depending on the size and weight of the order — particularly bulk orders — delivery may be split into multiple parcels and take longer to arrive.

I am, however, very sorry to hear that your attempts to reach us via the contact form haven’t received a timely response. That is very surprising indeed and we’ll be reviewing this internally to ensure improvements are made.

While we do not manage deliveries directly, we work closely with our delivery partners and rely on their updates to track and resolve issues. We will continue to liaise with them to ensure your concerns are addressed and to help prevent similar delays in the future.

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. Please mention your Trustpilot review when doing so, so we can prioritise your case and provide the best possible support.

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

Svar från zooplus.ie

6 juni 2025

Hi Sarah,

Thank you for taking the time to share your experience. I am so sorry you had to report that after 5 years of loyalty to zooplus and, if alright with you, we would like to make things right.

Since we’re unable to assist directly via Trustpilot due to privacy and confidentiality reasons, please don’t hesitate to contact our support team through https://support.zooplus.ie/en/support/tickets/new or by calling us on +353 312 23 22 26. If you mention your Trustpilot review when reaching out, we’ll ensure your case is prioritised.

Thank you again for your feedback—we hope to hear from you and have the chance to restore your confidence in our service.

Svar från zooplus.ie

2 juni 2025

Hi Mark,

Thank you very much for taking the time to share your feedback with us.

We understand how frustrating this can be and want to assure you that we don’t take these decisions lightly. Due to rising suppliers and logistics costs, some price adjustments across our assortment have unfortunately been unavoidable.

That said, we’re also reviewing our pricing regularly to ensure it remains fair and accurate.

We remain committed to offering value through benefits like free shipping on orders over a certain amount, regular discount codes, and our zoopoints loyalty program.

You can find more about our offers here:
https://www.zooplus.ie/bonuspoints/products

If you have any further questions or concerns, please contact our support team via https://support.zooplus.ie/en/support/tickets/new or call us on +353 76 888 7601.

Thank you.

Svar från zooplus.ie

23 maj 2025

Hi Sarah,

Thank you for taking the time to share your experience. I’m truly sorry to hear about the repeated issues you’ve faced with your repeat orders—especially given the scale and importance of your deliveries needed to look after your cats.

We are working very hard to ensure that our deliveries through our partners are more reliable and your patience and understanding are very much appreciated.

We’d really like the chance to put things right. If you’re open to it, please reach out to our support team via https://support.zooplus.ie/en/support/tickets/new or call us on +35 312 23 22 26. We’ll be more than willing to investigate what went wrong and explore how we can make this up to you.

Thank you again for your feedback—it’s vital in helping us improve.

Svar från zooplus.ie

20 maj 2025

Hi Gary,

Thank you for taking the time to share your experience. I am very sorry to hear about the difficulties you’ve faced with your recent order.

The surprising thing is that you are reporting that a replacement was not offered after your parcel was returned. We would be more than keen to put things right for you.

As we’re unable to assist directly via Trustpilot, we kindly ask you to contact our Irish support team so we can investigate this properly and offer a resolution. You can reach us through our dedicated support form at https://support.zooplus.ie/en/support/tickets/new, or by calling us on +35 312 23 22 26.

We’re here to help and would really appreciate the opportunity to make this right.