Zapp レビュー 295

Absolutely unacceptable experience with Zapp.

I placed an order because I was unable to leave home, and the order included milk for my baby. After waiting, the order was suddenly cancelled without any meaningful explanation. I then had to spend almost 2 hours dealing with customer support while still being unable to get an essential item.

What made the situation even worse was that the payment used was the last money available on my card, yet the refund was not returned immediately. Instead of taking real responsibility, I received what felt like a dismissive response and a £10 credit, as if that somehow fixed the stress and inconvenience they caused.

This is not just poor customer service — this is a company failing customers during situations involving essential needs. No parent or customer should be left in distress because of a company’s inability to handle orders responsibly.

I deleted my account immediately after this experience and will never use this service again.

The best playing entertainment Park i am enjoy Soo much

Rude customer service. (TARICK, FROM ZAPP)

I raised attention to an expired item. I’ve been a customer for years, never had any issues. Clearly management has changed.

I received a rude email stating they have CCTV proof the item “looked in good condition” before it left the store…..it really is laughable…. My god. They must have the best eyesight in the world to see an item inside a bag, and see through the skin of the watermelon and see its good enough.

They’ve lost a customer over this stupid comments.

TARICK has also suggested I raise a dispute via my bank over an expired watermelon.

I have been using Zapp since its early days in London and subscribed to Zapp+ as soon as the membership model launched. For years, I was genuinely impressed - fast delivery, improving brand selection, and responsive customer service. I recommended it to others.

Over the past months, however, the customer experience has deteriorated noticeably. The service feels rigid and transactional rather than customer-focused.

Yesterday was the tipping point. I placed an order and immediately realised I had forgotten to add several items. I called customer service straight away to ask if the order could be amended or cancelled, so I could place a larger order (at least £15 more than the original).

I was told the order could not be modified - only cancelled, with a £10 cancellation fee. At that moment, the order had not yet been collected by a driver.

Charging a loyal subscriber £10 for cancelling an uncollected order - especially when the intention is to increase the order value - is not just inflexible, it is short-sighted. Instead of earning more from a regular customer, Zapp lost additional business because I placed the rest of the order elsewhere.

Policies are understandable. Lack of discretion is not.

What concerns me most is that customer service appears to operate without empowerment or flexibility, which raises questions about internal management priorities. Long-term customers should not feel penalised for wanting to spend more.

If this reflects the new direction of the company, I will reconsider my Zapp+ subscription. I hope management reviews this carefully, because loyalty is much easier to lose than to rebuild.

I deeply regret ever trusting Zapp for groceries. Their overall 1.7 star rating is a genuine reflection of their terrible customer service standards and disrespect for consumer rights. They deliberately sold me biscuits close to their expiry date without any clear warning or disclosure. This is a violation of consumer rights for remote sales. Despite Citizens Advice confirming I am legally entitled to a refund for part of my order, Zapp outright refused and treated me with contempt. They also closed lines of communication arrogantly daring me to get the regulators to contact them. A woman called Sofia who did not give her surname in official communication was the one behind this needless stress. They are also very economical with the truth, claiming there was a section visible on their app regarding near expiry products. That was a blatant and shameful lie,
Their customer service is dismissive, rude, and arrogant. They show blatant disregard for consumer law and basic respect. They even refused to collect items I wanted to return although they have done so in other cases when they have sent rotten blueberries and incredibly exchanged them for an identical out of date pack of rotten blueberries This proves it is a choice to ignore their obligations.
Now, to avoid refunding, they are forcing a prolonged dispute through my bank. This has wasted my time and caused me stress. This is not how a reputable business operates. It feels like deliberate consumer exploitation.
If you value transparency, respect, and your consumer rights, AVOID Zapp at all costs. They prioritise profits over honesty and customer care. AVOID AVOID AVOID.

I am waiting for my 20-25 minute order for 1 hour and 20 minutes horrible service

Complete Scam.
This company is a scam. Do not purchase anything with them. Awful customer service.

I have used Zapp through deliveroo. I know that prices are slightly higher through this service.
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I give 1 star because they offer a good range.

However the prices they charge are ridiculous and are seriously off putting, almost insulting.

I know I can buy the same product for half the price elsewhere.

This cannot be because of the delivery rates because they also charge a delivery fee.

Zapp have claimed that the higher prices are for a premium experience. A few items they sell may be 'premium' or novelty , but if I'm ordering through deliveroo what is extra premium - other stores do not hike their prices to this extent.

The bag the groceries come in is a slightly smarter paper bag maybe this is part of the premium experience. Personally its not worth it.

This an extreme example - there is a 470ml pint of 'gourmet' ice cream that I know costs £12 (I've never bought it), Zapp are charging £20.
I'd expect it to cost £13.50 on deliveroo.

A less extreme example is Tropicana Orange juice. It normally costs <£2.50. Zapp are charging £4.99 (basically £5)

I agree with another review its daylight robbery.

Zapp also increases the price of products by 10-15% later on in the day. If they can't sustain a 24/7 service without increasing prices then they should scrap it, its also bad for workers.

For these reasons I rarely ever order from Zapp.

I have ordered if - I have arrived home late, tired, I have nothing to eat, haven't eaten all day, don't have time to shop in the morning, and the shops are shut. I have also used Zapp when I am ill with flu etc. Maybe they are taking extreme advantage of these kinds of scenarios.

Zapp also sell products you don't usually find in normal supermarkets, they take advantage of this and wack the prices up for these items.

All in all a good idea for a service but a complete rip off. I'm surprised they haven't been done yet.

ABSOLUTE DAY LIGHT ROBBERY, THEIR PRICES AND 10 X MORE EXPENSIVE FOR SAME PRODUCT. RIP OFF !!
COST OF LIVING CRISIS RIPPING PEOPLE OFF WITH EXTREME PRICES.

HOPE THEY CLOSE DOWN

I use Zapp regularly and they are always fantastic, the products are amazing and the care shown when packing my order is second to none, highly recommend

Don't use the service. They took my money. Delivered the wrong items. I returned them. They refused to refund my money.

I would give this zero stars if I could. Where do I even begin. The audacity of this company to claim that they will deliver faster than any other delivery service is just beyond. Waited for three (yes you heard it right) 3 whole hours to get a delivery. I was told to reorder and then waited for an hour again. Said they don’t have delivery drivers. THEN why HAVE a delivery service??? This also isn’t the first time this has happened, baring in mind I live in central London so there should be no shortage of drivers. I’m done with Zapp. Never. Ordering again.

They claim that their hotter than hot, is hot. The claim is lame. My wife bought them for me as a surprise and I threw them away, because they were so terrible.

Horrendous company, stay away. Their drivers will steal your delivery and the company won't even have the decency to offer a complenentary replacement order. A scam and I can't wait for them to go bankrupt.

Promotion of Zyn nicotine packages! In my order I got a free 1 to try nicotine pouch pack. Ridiculous, promoting nicotine with a “try me once” tactic. Shame.

Just bad with everything you’d expect…

Fake rider accounts, delays, wrong items etc…

🛑Worst service ever🛑
Zapp Clerkenwell, London.
people
work there are extremely misbehaving.
Avoid if you don’t want to be assaulted !!!!!!!

I made a mistake in my order and contacted them very quickly. There was so much confusion that I requested that my order be cancelled. I was told by Kim that the order was cancelled and a credit issued. I got my credit card statement three weeks later and was charged. I have sent two e-mails so far and nothing. I am old school and do not do business with a company I can't find a telephone number but I did this time. I totally disgusted with Zapp.

Zapp used to be of the best, however, my last orders were delayed. The estimated deliver time is always wrong and when I tried to contact their CS service via chat for the last time, the agent was far from listen to my complaint and never tried to reverse the situation. I'm extremely disappointed with the service provided. I honestly don't know what happened with Zapp.

Leeds Zaap Disgusting when you have to eat outside, 1 meter away from potential rat infested dustbins, a complete health hazard, and totally unacceptable, i have to walk past this everyday