A Warning about ZOOPLUS

SadBunny

I am thinking that the 10% discount is because DebiT clicked through from an invitation email?
I would hope that should still work next time.
It is a nuisance - you probably placed a larger order because of the discount.
I am not sure that they will apply the discount retrospectively; but it is worth finding out.
We got an additional 10% discount voucher for subscribing to the zooplus newsletter.
(Also 5% cashback from Quidco.)

SadBunny

I understand how you’re feeling - I had trouble and strife my first time, a few years ago.

I held items in my basket until others would be back in stock.
Zooplus ‘phoned and said that if I completed the checkout process to confirm my part-order, they could send the goods.
The items to follow would be included in my welcome discount.
I followed their instructions, but it all went horribly wrong.
I was going to receive two identical orders. (See email extracts below)

No-one was answering the telephone or responding to my urgent emails.
That same evening I received two dispatch emails so I emailed that address and got a response that basically said: tough - both orders are being dispatched.

In desperation I telephoned the courier (now you know what that’s like) and eventually I got through to a very helpful young man.
He suggested that I should refuse one of the deliveries - that way I would not incur any costs.

Finally the phone was answered at Zooplus - but that lady couldn’t help: I think she was the cleaner.
In the afternoon, at last I got to speak to someone in customer service.
Apparently they had been having huge problems with both email and telephone systems.

She agreed that I could refuse a delivery, but if I refused the wrong delivery I would lose my 10% discount.

I asked for tracking nos and they did send them within the hour.

Some of the more colourful extracts from my emails - I was a stressed bunny
(I am in blue - they are in red)

What is happening?
Where is this wonderful customer service?
Can someone PLEASE answer the telephone?

As we will not be able to cancel it as requested, you can either decline accepting the delivery, or return it to us.
If you choose the latter, please send the package appropriately stamped to the following address:

"Contact - We're happy to help!"
I assume I am incurring a telephone charge of 76p every time you hang up on me.
I need help, and I need it now.
DHL have said they can help me, but only if you give me a packing number.
I do not want to be forced into a situation where I have to refuse all deliveries.
PLEASE help me.

I was not aware that you could take money from my bank account without any action on my part.
I thought I should at least have to enter my security code.

When I attempted to authorise payment for my first order (items were still in my shopping basket) this simply created a duplicate order (5******) which I obviously did not want.
It then seemed impossible to stop this unwanted order being processed.
There followed a series of events which I found annoying, stressful, and extremely inconvenient.

8 weeks after order
Payment amount for this order (xx.xx GBP) has been highlighted in red - ie unpaid - for some time, but the money has still not been returned to my account.

Zooplus replies 2 days later:
Thank you very much for your message. We apologise for the error made, and have arranged to refund xx,xx £ to you as soon as possible. On average, this should take no longer than 5 to 7 working days (with the actual time being dependant on the bank in question). With kindest regards,

19 days later
I am now VERY CONCERNED.
Where did you send my money?
I have contacted my bank, and they say that no attempt has been made to repay the money you owe me.
Do you have an authorisation code?

Same day
Thank you very much for your message. The previous email you received was sent out in error. We apologise for the error made, and have arranged to refund xx.xxGBP to you as soon as possible. On average, this should take no longer than 5 to 7 working days (with the actual time being dependant on the bank in question).

I finally did get my refund, so that was fine; but there have been times in my life when such a long wait would be disastrous.

I do still like to shop at Zooplus - but I nervously triple check everything.
They are very efficient - my horrid experience was just an isolated incident.

Perhaps you could refuse delivery - but check the consequences first.

Fire_Fox

I had a problem with the 5%/ 10% with my first Zooplus order, and I definitely did sign up as a new customer. As far as I can tell, the 10% is an affiliate link, it is supposed to be found only by clicking from an e-mail or an advert on another site, tho it did not work that way for me. I found Zooplus Customer Service deeply unhelpful, they repeatedly denied that a 10% discount existed despite me having a screen shot of it, despite confirming that I had cleared all cookies immediately prior to placing the order AND despite telling them exactly what I was clicking on so they could replicate it. They also completely messed up my payment tho fortunately that was in my favour; needless to say I have not ordered again. :rotfl:

The above is documented somewhere on MSE as I posted to warm others.

m0nkeymrs01

Do you use Facebook? If so look up Zoo PLus on their and write a complaint on their wall.. I bet you get a response you are happy with. Alternatively email them a complaint - I have yet to find a company that has customer service as good as Zoo Plus

pug_in_a_bed

I'm mildly perturbed with them at the moment. Bought an item and left a 3 star review as I didn't think it was suitable for its described purpose. The review never appears, only 5 star ones. Next thing is I got a rather snotty email stating that the reviews are not for identifying problems and issues and I should have emailed their complaints team. Apparently for zooplus reviews should only be five star...I won't use them again after that

RacyRed

Hmmm, two Zooplus bashing threads in two days? One by a brand new member? SEE HERE

Is there a bit of over agressive marketing going on here or something?

Fire_Fox

RacyRed wrote: »

Hmmm, two Zooplus bashing threads in two days? One by a brand new member? SEE HERE

Is there a bit of over agressive marketing going on here or something?

Neither thread is exactly damning, one seems to be more anti German than anti Zooplus - you could report that to the forum team - and here the OP failed to register yet (unreasonably) expected a new customer discount. I don't see any cause for conspiracy theories, all the major online pet retailers have been bashed at one time or another. Zooplus is widely known for terrible packaging resulting in damaged goods yet this has not been mentioned in either thread. Ooops it has now, perhaps I am in on the plot. :rotfl:

hethmar

How odd - and this one was a newbie too. And both have same headings?

Fire_Fox

The threads I am looking at don't have the same headings ... ???

m0nkeymrs01

Fire_Fox wrote: »

Neither thread is exactly damning, one seems to be more anti German than anti Zooplus - you could report that to the forum team - and here the OP failed to register yet (unreasonably) expected a new customer discount. I don't see any cause for conspiracy theories, all the major online pet retailers have been bashed at one time or another. Zooplus is widely known for terrible packaging resulting in damaged goods yet this has not been mentioned in either thread. Ooops it has now, perhaps I am in on the plot. :rotfl:

I mentioned packaging earlier today in my post on the other thread. I complained about the packaging to Zooplus in the past but was happy with the response received.