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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.

I have been Zooplus.bg customer for 8 years, but for the past few months they have been having serious troubles delivering to Bulgaria despite their intense ads campaign. I`ve been waiting now 10 days for their new courier company Express One to bother to deliver my order from they storage place in Haskovo to Svilengrad - thats roughly 60 km distance. The previous company Same Day had some serious delays too, but at least they delivered. The bottom line - Zooplus is clearly showing to their Bulgarian customers that they care less about their orders, so I would say in return - Avoid buying from them until they change their attitude and start using again courier companies that actually deliver.

I have been a customer of Zooplus.bg since 2023. I will no longer use their service after the mess with my last order, which was sent to a bogus delivery company called Sameday. That was against what I noted in my order form and the change of the delivery company was made by Zooplus without my consent, after I completed the order and paid.
All I get are bogus emails in Romanian offering me to use a delivery box 45 miles away from where I reside.
The Zooplus website does not allow me to cancel the order although I have that right according to the EU law.
The customer service replied to my complaint by stating that the "system assigns the delivery companies". Yeah, right, after several years, your system decided you rob me of my money.
I am left to sort the mess out by myself.
Awful experience. This is how businesses lose clients.

Charged twice for order. Paid with bank transfer - then cancelled order. Ordered again and had to pay delivery company when delivered as under a different order number. Zooplus refuse refund until delivery company pay THEM also, even though different order number. Say it takes 2 weeks for delivery company to send them payment, them 5-10 working days for refund. Say they transferred my balance to new order- but different amount and different order number. Beware- customer service horrific, company lie and cheat. Shame because first order was excellent.

Nie wieder.

Ich war bei vorherigen Bestellungen eigentlich zufrieden. Bis auf die Lieferung.
Es dauert immer sehr lange, bis die Produkte eintreffen. Dieses Mal war es eine Katastrophe. Angeblich konnte das Paket nicht zugestellt werden. Da ich jedoch eine Ü-Kamera habe, weiß ich, dass niemand da war. Die Bestellung wurde storniert. Das Geld ist aber nach 9 Werktagen immer noch nicht auf meinem Konto. Antwort von Zooplus - ich sollte mich mit meiner Bank in Verbindung setzen. Fazit: nie wieder. Bin gespannt, ob ich mein Geld wieder bekomme. Es waren nicht nur 20 Euro.

I have been a customer for over two years. And the service gets worse every time I do a new order.
Ordered the usual food for my dog on 16/09 still have no indication where is the parcel.
Contacted the customer service, they are useless.

One of the best online zoo magasin i had to deal with ...... Until they started to work with sameday delivery company.

Everything becomes a nightmare, bad service, destroyed packages, you are not even informed when the delivery will take place, the tracking is broken, you try to use their function to plan a delivery for a certain day and you get a 500 server error.

We ordered couple time and:
- each time the boxes come almost destoyed
- cat litter carton was torn and litter was leaking

We sent emails and including an email to ask for a partiel refund for the litter , the customer service is absent, surely incompetent also.

New edit: they promise 5/7 days delivery to Bulgaria, expect more about 14 days.

They also don’t want to keep customers as not offering any compensation for the bad service