zooplus.bg Opiniões 

Dear Zooplus Team!
I am writing to express my sincere gratitude for my recent order. I was so pleasantly surprised when it was delivered! I truly appreciate your promp assistance, care, and the high quality of your service. Your team did an amazing job, and my pets are absolutely delighted with their treats and supplies.
Thank you so much for your dedication and hard work. I will gladly continue to order from you in the future.
Best regards,
Tatiana Romanova

Unfortunately, I have had a very disappointing experience with the delivery of my latest order.
I have been a regular and loyal customer of this company, placing orders almost every month. However, since the company started working with a new delivery provider, the service has become extremely problematic. My order has already been paid for in full, but I am still waiting for it to be delivered.
What makes the situation even more frustrating is that my delivery address has not changed and I have successfully received previous orders at exactly the same address. Nevertheless, I am now experiencing significant difficulties receiving my purchase.
The new delivery company appears to have only three offices in Sofia, a capital city with around two million residents. This makes collecting a parcel personally highly inconvenient and, in my view, is not an adequate alternative to the home delivery service that was expected.
I have already submitted a complaint/ticket and sincerely hope that the matter will be resolved and, if the order cannot be delivered, that I will receive a full refund. At this stage, however, I am still waiting and do not know how the situation will be resolved.
It is particularly disappointing because I have been a frequent customer and was previously satisfied with the company. Unfortunately, after this experience and the problems caused by the new delivery arrangement, I do not intend to continue ordering from them unless their delivery service significantly improves.

I've been using Zooplus for a while now - great variety of brands at decent prices.
However, the ExpressOne delivery is atrocious, the last shipment was delayed by a whole week.
I am willing to pay more for shipping but use Speedy or Econt, not these clowns.

I am completely satisfied with Zooplus - the selection, prices, special offers, etc. For you it's five stars. But please change the bloody courier - ExpressOne is a joke. I received the message that the package will be delivered today on Monday at 07:30 AM. The courier arrived on Wednesday, after 18:00. Three days of not leaving the apartment and waiting. I tried calling them, but they do not answer the phone - just listening to elevator music for 10 minutes. I also filled in the contact form on their website - no reply either. Do not use them and you will be a five star service!

Много съм доволна от нещата, но доставката се забави, заради фирмата, с която бяха изпратени Expess One

Your selection is amazing, your prices and promotions are absolutely great, but please ZooPlus, for the love of God, change your courier! I order cat food for an elderly woman in my town who feeds the whole neighborhood 's street cats and EVERY time the courier delivers her package, he doesn't call her, he just leaves the food in front of her door, without ANY notice for her!!! If she doesn't check her door constanly, the cat food would stay in the hot sun the whole day and would go bad! This is unacceptable and this courier company is ruining the experience of your otherwise pretty cool and nice working app. Express one is known for being a lazy and shady delivery company, please don't use it anymore, there are such better alternatives. I have raised the issue with the delivery guy multiple times trough feedback at the end of the order, but nothing ever changes.

На 14.09 направих поръчка. На 17-ти видях, че всъщност плащането не е минало и написах имейл, за да ми изпратите информация за да направя превод. Информация за адрес нямаше, а ми беше изпратена немска сметка. На 20.09 успях да направя превод. Днес на 30-ти получавам анкета, за да споделя колко съм доволно от предходната поръчка. Ами не съм - на първо време, защото не съм я получила. Но съм още по-нещастна от факта, че номера за проследяване дори не е активен 10 дни след плащане! Според вас колко точно съм доволна?

The delivery arrived on time, everything was ok

Всичко беше чудесно, докато не започнахте да доставяте с Express one. Ужасен служител - груб и невъзпитан!!!

My delivery is taking more than 2 weeks and the last 10 days is sitting in a warehouse but I am asked for opinion how the delivery went? Yeah, sure... I have been using the site for more than 2y and this is the first time it has happened and no support whatsoever!

Качествена стока на добра цена с поносима доставка

I've been shopping with zooplus.bg for 5 years now and I'm consistently impressed. I always plan my orders ahead, and my deliveries arrive exactly on time, every single time — no exceptions. The product range is excellent and I've never been disappointed with quality. Their loyalty program is a great touch, and the discounts I regularly get make a real difference. Overall, a reliable shop I keep coming back to. Highly recommend!

I ordered and paid for cat food with home delivery.

After the order was delayed, I received an email from Zooplus apologising for the delay and assuring me that my parcel would be delivered within the next 1–2 working days.

Instead, I received a message from Express One informing me that my parcel was waiting for collection at a PUP called “PLOD-ZELENCHUK”.

There had been no attempt whatsoever to deliver the parcel to my address. Nobody came. Nobody called. Nobody contacted us.

We are unable to travel to this collection point. This is precisely why I ordered home delivery in the first place.

So I contacted Zooplus twice over the course of five days and explained very clearly that I could not collect the parcel from the PUP, did not accept its diversion to a collection point, and wanted the home delivery I had ordered and paid for to actually be delivered to my home.

The response was remarkable.

Zooplus’ AI assistant confirmed that their tracking system showed no attempt to deliver to my address and no attempt to contact me.

It then asked me to confirm whether I wanted the parcel delivered to my address.

So, to summarise:

I ordered home delivery.
I paid for home delivery.
Zooplus promised home delivery.
The courier made no attempt at home delivery and dumped the parcel at a collection point.
I contacted Zooplus twice and explicitly requested home delivery.
Zooplus then asked me to confirm whether I wanted home delivery.

At this point, I genuinely do not know how I could make the words HOME DELIVERY any clearer.

Meanwhile, the food for my animals remains at a collection point we cannot reach, while I am still waiting for Zooplus to provide the service I have already paid for.

After years as a customer, this is extraordinarily disappointing. And this is no longer merely a problem with Express One. Zooplus chose the courier. I did not. It is Zooplus’ responsibility to ensure that the delivery service it sells to its customers is actually provided — and to solve the problem when its chosen courier fails to provide it.

One star, because apparently delivering an order to the address specified in the order has become an optional feature of “home delivery”.

UPDATE – Order #464762240, as zooplus question the legality of my complain.

Unfortunately, the situation has become even worse since I posted my original review.

After several days of correspondence with Zooplus, during which I repeatedly made it clear that I had paid for home delivery and expected my parcel to be delivered to my home, I contacted the courier company directly today.

I was informed that my parcel is sitting at their depot and that there will be no home deliveries in my area until the end of the month because their local courier is ill.

This means I am apparently expected to wait more than three weeks for a parcel containing cat food, despite having paid for delivery to my address.

A courier company's staffing problem is not the customer's responsibility. If Zooplus sells and charges for home delivery, it is Zooplus's responsibility to use a delivery partner capable of providing that service — or to arrange an alternative when that partner cannot do so.

I have now given Zooplus two days to arrange actual delivery to my address. If they fail to do so, I will cancel order #464762240 and request a full refund.

At this point, the issue is no longer simply a failed delivery attempt. There was no delivery attempt at all, and I have now been explicitly told that the home-delivery service I paid for will not be provided for weeks.

Absolutely unacceptable.

I recently decided that I should get a cat. Before adopting I looked for the basic assortment of things you need to have for a cat. Zooplus.bg seems to have a great range of items at affordable prices. Compared to other online stores for pets, they really are the best.

Unfortunately, it seems like they are working with the worst delivery company out there, ExpressOne. I'm leaving this review, with hopes that they will ditch them, and start using an actually half-decent courier firm.

Express One gave me little to no updates regarding the state of my parcel, and it took them quite a bit longer than normal to deliver it.

I ordered on the 2nd of September. I anticipated the package to be at my office on Friday. Most couriers offer 24 hour delivery. But I was generous, so I expected 48 hours to be more than enough. The package was delivered on the 9th of September. Which is understandable due to the holidays in Bulgaria.

I would also like to point out that the checkout page on the zooplus website is one of the worst checkout pages I've encountered.

You get asked only for an address. Which to me, means they don't have offices or BoxNow style of delivery. Which isn't great for most people.

After that it did prompt me if I wanted to have it delivered to and office. But the office locations listed on the website didn't match anything I found on Google Maps.

Please ZooPlus, start working with Ekont, Speedy, SameDay, anyone but this company.

I have been a Zooplus customer since 2018 and used to be very satisfied with my purchases. However, that was only the case while the parcels were being delivered by SPEEDY. Express One refuses and has no intention to deliver parcels to home addresses. This has already been described in detail in previous reviews, so I won't repeat myself. We pay Zooplus for goods with delivery to a specific address, and in response, we are told about "temporary difficulties at the courier company." I am filing a complaint with the Commission for Consumer Protection (KZP) and the ODR platform, and I urge everyone else to do the same.

I have been ordering from this company for years- every month approximately 200 leva or around €100/150 per month. I like the affordable prices and the products,but my complaint is about the constant ignoring of my Request I addressed to Zooplus Bg many many times-TO INCLUDE the OPPORTUNITY FOR CUSTOMERS TO CHOOSE THE COURIER COMPANY THEY PREFER! This NEVER happened! My last experience was beyond Terrible with Express One - delivery wasn't successful twice than I called customer service and a promise was given that Express One will do the best to deliver the package ASAP in the next day.The next day the text was sent from the courier and we had to wait all day without an update if it's going to be or not delivered again or what.When it was close to 18.00 pm, the time they close I called customer service again and at some point during my explanation about the problem,the woman who responded became angry and using very rude tone instead to Apologize for the inconvenience,she started yelling,not listening what I try to say and just Hanged up! The courier arrived at the address, called my mother who is 80 years old and told her he is next to the gate and if she doesn't come Quick he will dropp it off in front of the gate!?!?!?!? Then another unpleasant experience followed with him and his rude and disrespectful attitude complaining how he had to drive 400 km that day and he is burned out! Ok I have compassion,but in this case all this can be handled in a very different way!Simple explanation and apology would make Huge difference,not the angry and rude employees of Express One which I even don't want to use as a courier! Zooplus bg, I am asking you are YOU REALLY WANTING TO LOSE A CUSTOMER who is bying from you for years every month!?!?!?!?!

I used to order from them every month for the past five years, but since they switched to ExpressOne delivery, I will no longer place orders.

My last order was very difficult to receive, even though it had already been paid for. I contacted customer support several times, and each time they promised it would be delivered the next day. In the end, I called ExpressOne and told them I would file a complaint with the Commission for Consumer Protection, and only then did I receive my delivery.

The sad part is that even Zooplus, as a client of ExpressOne, seems unable to make them do the job they are paid for. Unfortunately, I will no longer be ordering from Zooplus.

Terrible since they changed their courier company. Express one is hell and after trying to deliver a package twice they send it back instead of sending it to an offoce for pick up. I payed over 100€ for the order and have to hope for an answer of the customer service now. I won’t order again as express one is extremely annoying and takes ages to deliver.

The website is OK, the prices too, but the service and the delivery is disaster. My last orderders were delivered in one week or more. We are not speaking about ordering from a chineese website or international website but for a domestic one. I won't use their services again.