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Svar från zooplus.ie

10 okt. 2025

Hi Michelle,

Thank you very much for taking the time to share your feedback with us and I am so sorry to hear your latest experience has not met your expectations.

It's very surprising to hear that our support team has let you down, and I can assure you that we are always there ready to resolve all our customers' queries.

Please, if you could follow up on any of the emails you have received from us so far with a mention to your Trustpilot review so that we can investigate in details (I was not able to find your details in our system using only your publicly shown first name here), or you can, alternatively, share your order ID here, safe to do so, so that we can locate your details in our system and communicate with you via our official channels.

Thank you very much for your patience.

Svar från zooplus.ie

10 okt. 2025

Hi Corey,

Thank you very much for taking the time to share your feedback with us, and sorry to hear you might have experienced some issue with your latest delivery.

I believe I have found your details in our system using your first name and surname publicly shown here, and we will move our communication to our official channels as we are not able to assist you publicly here on Trustpilot for security and privacy reasons.

Thank you for your patience.

Svar från zooplus.ie

25 sep. 2025

Hi Clau,

Thank you very much for taking the time to share your feedback with us, and sorry for the slow acknowledgement here.

I am sorry you had issues with your deliveries and, above all, to hear that your request for help has not met your expectations - 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.

Please, as we cannot assist you publicly here on Trustpilot, if you could very kindly do as suggested or share your order ID here with us, safe to do so, so that we can move our communication to you to our official channels, that would be great.

In the meantime, indeed our deliveries to Ireland can require 3-6 working days as stated in our page here https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-#:~:text=3%2D6%20working%20days%20from%20dispatching%20date which I hope is useful information.

Thank you.

Svar från zooplus.ie

25 sep. 2025

Hi Danny,

Thank you so much for taking the time to share your thoughts with us, and apologies for the delay in getting back to you.

I realise that parts of this message may echo what we’ve shared with another customer here on Trustpilot — that’s because the situations appear quite similar, and we want to ensure consistency in how we address them. That said, I’ve tailored this response to your specific experience.

I’m genuinely sorry to hear about the trouble with your deliveries, and even more so that your experience seeking help didn’t meet expectations. Some of our initial replies are generated by an automated system designed to quickly address common questions. It’s possible this contributed to the feeling that your concerns weren’t fully acknowledged. If the automated message 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 here to help.

Since we’re unable to provide direct support via Trustpilot, we’d be grateful if you could either follow the steps mentioned in the automated message or share your order ID here (it’s safe to do so). That way, we can move the conversation to our official support channels and assist you properly.

Lastly, and I hope it's useful information, our deliveries to Ireland typically take 3–6 working days from dispatch, as outlined on our support page https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-#:~:text=3%2D6%20working%20days%20from%20dispatching%20date, which I hope helps set expectations.

Svar från zooplus.ie

17 sep. 2025

Hi Vitaly,

Thank you very much for taking the time to share your feedback with us and sorry to hear your last delivery has not met your expectations.

As we are not able to assist you here on Trustpilot for security and privacy reasons, if you could very kindly share with us here, safe to do so, your order ID: it allows us to retrieve your details in our system and we will be communicating with you via our official channels accordingly.

In the meantime, here you can find general guidelines on how delivery times to Ireland, which I hope you can find useful - https://support.zooplus.ie/en/support/solutions/articles/76000046414-when-will-my-parcel-be-dispatched-

Thank you.

Svar från zooplus.ie

28 aug. 2025

Hi Maria,

Thank you very much for taking the time to share your feedback with us and I am terribly sorry to hear about the outcome of your last delivery.

Please, if you could very kindly allow us to investigate by sharing with us here on Trustpilot your order ID (it's perfectly safe to do that): we cannot provide you with assistance on this platform, and your order ID allows us to go back to your details in our system and keep the communication through our official channels.

I hope that's an acceptable request, and thank you very much for your patience.

Svar från zooplus.ie

27 aug. 2025

Hi Bartosz,

Thank you very much for sharing your feedback with us, we very much value that as it allows us to understand what we need to do to better meet your expectations.

Sorry you have experienced delays in your deliveries recently, and, indeed, for our deliveries to Ireland, the timeframes can vary depending on availability, payment method, location and other factors beyond our control.
However, in general, our deliveries take place within 3-6 working days from dispatching date (excl. Sundays & Bank Holidays).

We are always available for you and, should things not feel right, the best thing to do is to always contact our support team which is there to assist.

I can also confirm that we are working with our partners to improve the delivery experience and your patience is very much appreciated.

Thank you.

Svar från zooplus.ie

22 aug. 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.

Svar från zooplus.ie

22 aug. 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.

Svar från zooplus.ie

19 aug. 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.

Svar från zooplus.ie

15 aug. 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.

Svar från zooplus.ie

5 aug. 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!

Svar från zooplus.ie

30 juli 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.