When AI takes over customer service you…
When AI takes over customer service you know how useless the response is going to be. It also demonstrates how little Zooplus actually cares about its customers.
I would like a human to find out why Zooplus says Evri has my parcel, and if Evri have got it then why can’t they be bothered delivering it.
Zooplus suggests I get in touch with Evri which we all know is impossible. Zooplus please do something.
UPDATE - As usual a stock response from Zooplus. The onus is constantly on the customer to chase you and evri. Lazy couldn’t care less attitude. Have voted with my purse and ordered from The Natural Pet Store, I encourage all dissatisfied Zooplus customers to do the same!
UPDATE- naughty Zooplus! Tried to get my review removed because of defamatory content. However because my review was truthful and accurate it is still here for you all to consider, thank you Trustpilot.
zooplus.co.uk からの回答
Hi Lesley,
Thank you very much for following up on my response. Please accept my sincere apologies if it gave the impression of being a template reply.
More importantly, I’m truly sorry if it came across as an attempt to shift responsibility by asking you to follow up. The sentence in the AI-generated email I referred to in my previous feedback is currently under review to prevent similar issues in future. I’m very grateful to you for bringing this to our attention—your feedback helps us improve the service we provide.
Once again, I’m sorry we haven’t met your expectations. I do hope you’ll consider giving us another chance.
Thank you
Hi Lesley,
Thank you for your message, and I’m really sorry to hear how frustrating this situation has been.
I completely understand your concern—when a parcel is delayed and the updates feel vague or automated, it can feel like no one is truly listening. While we do use an AI system to provide quick responses to common queries, it’s absolutely not a replacement for human support when something goes wrong.
To clarify: if the automated message doesn’t resolve your issue, replying to it will escalate your case to a human advisor who can investigate further and assist you directly. This step is essential to ensure your concern is properly handled.
As much as we’d like to help here, we’re unable to access customer accounts or process orders via Trustpilot due to privacy and data protection regulations. That’s why we kindly ask you to contact our support team directly through https://support.zooplus.co.uk/en/support/tickets/new or by calling us on +44 1865 951301. Please mention your Trustpilot review so we can prioritise your case.
We’re very sorry for the inconvenience and appreciate your patience while we work to resolve this.