We have had terrible service on this last order from Zoomalia. Ordered food for our dog, were given an incorrect shipment date on the site, the package was finally 'delivered' to the point relais that we chose when we placed the order, but it never arrived because the agent does not work with Zoomalia's transporter.
We keep getting messages that the package is there but it is definitely not. Finally we were told that the package was delivered to another point relais, where we went and it is not there either. We keep calling customer service at Zoomalia (who charge 35 center per minute for the call even during the wait time before they pick up) and they are unable to help us. They don't answer the emails that I send through their site and their transporter simply disconnects the call after 10 minutes every time we try their number.
Meanwhile, we spent 45 euros on food for our dog and have been unable to get any assistance.
Never again will we trust this company.
Review by Hélvio5 months ago
Order over 1 week late. I had to pay .30/minute to contact zoomalia to ask where my package was. They blamed the delivery service with no apology or other explanation. First and last time I will ever use them.
Review by Aksana5 months ago
Impossible de fixer l'échelle de l'arbre à chat car les pièces sont trop petites et graines à chinchilla ne sont pas les bonnes
Review by Nars6 months ago
Simple, rapide, efficace et abordable
Review by Oldspark6 months ago
J ai commandé des pondoirs special guppy j ai recu des models differents sans excuses ni explications de Zoomalia, donc tres decu
Review by Parmatma9 months ago
Very cool website, with competitive prices (saved 200€ by buying a cage to their website), also the online service is pretty quick to answer and very precise in their indications). I just had a little trouble with the transporter that was doing my delivery, he didn't come the day he should have been, but we reported the delivery the next day and the deliverer was sorry not to have come on date, and helped me transport my order to my house, on a snowy day.
Though, I had a little disappointment when i discovered that nuts I had ordered were in a 300g package while the website indicated 800g. This was really quickly solved, I send an e-mail complaining about this error (I wouldn't have bought those nuts at this price/quality ratio, 2€ for 300g seems a lot too much to me) and they responded immediately, updated their website so that the correct amount is indicated on the website, they apologized for their mistake and even gave me a 5€ code for my next order, so that I could buy 2 other peanuts pack, with a good 100g of nuts for ree plus 1€ that I can spend to lower the total amount next time I decide to buy from this website.
Another great thing is they have big promotions those days, meaning I spared about 130~ish € on the products I ordered that were for sale.
In total I would say I have ordered for about 500€ worth in material, but I believe that if I had bought this from neirby pet stores, I would have spent about 300~ more €.
So in conclusion, I would say that this website does great in communication, their prices are lower than in any physical shop store, and very competitive even compared to other pet products markets online. The quality of the products is top notch, thank you very much, will probably never stop ordering here for my bird.
Review by Mollyash Mikami1 year ago
Ordered 3 boxes of cat litter that took a total of 9 working days to arrive - I did find the delivery a bit long but didn't really mind it.
The thing that got me was I read the reviews after I had already made my purchase and the fact that Zoomalia themselves send you an email to let you know to double-check your order BEFORE signing the delivery (to check for damages, if it's the correct order etc) left a bad taste in a mouth as I assume this company has had many issues with this and this is why they feel the need to warn their customers beforehand.
They gave me a tracking number along with an email saying my order has been dispatched, and when I tracked it was DPD it said the parcel was in the exact same location for ONE WEEK. I was fuming, I didn't understand why my parcel hasn't moved in a week, so I contacted the delivery service (DPD). They informed me they had not received my parcel just the data transmission, and that my parcel was still with Zoomalia. I was confused, I didn't understand why Zoomalia had told me my order was dispatched when it clearly hadn't.
After contacting Zoomalia, they replied back to me saying when I should expect my delivery, which was correct. I have now received my order, DPD didn't ask me to sign anything but they (very kindly) told me that they had to secure my box with tape THEMSELVES as it was opening up and not securely closed. I am so thankful that they had done that, when that really isn't their job to do so and should have been up to Zoomalia to properly ensure my package was securely closed.
I do have pictures of my order and the condition the box was in - thankfully the boxes of cat litter were not ruined with water etc, however 1 of the boxes are in perfect condition, the other one has a little tear in it which is causing litter to seep out of it (but it's so little, it's not really an issue), but the last box is completely open and some of the litter has fallen out.
I understand that this can happen in transit, but I don't accept the fact that the last box is fully OPENED - it's as if someone has actually ripped the top bit open themselves.
I didn't sign for it, and I'm not going to bother with a refund/reorder as I desperately needed this cat litter for my 2 cats. In the meantime, I will try and find other companies that sell this exact litter, as I really don't feel comfortable ordering from Zoomalia again, especially for the price I paid as this cat litter isn't exactly cheap.
I would think for pricey cat litter like this, the box and the packaging would be more immaculate, and the only reason I'm giving this review 2 stars instead of 1 is because of their quick customer service response to my email.
Review by Mufasil1 year ago
Placed order on 22nd and paid for priority shipping and delivery on or before the 28th. Got an email saying it would be dispatched before the 26th.
It's the 30th today. Still no parcel. Their website still says it's processing.
No replies to my emails. I'm not calling their overpriced support line. I've paid for my stuff. Where is it?!
Finally arrived with items missing and others broken.
Review by Smartchip2 years ago
They've taken 50% more than they should have off my card - it's all sorts of weird extras:
Track the order by text message 1 £0,99
Priority shipping 1 £1,95
Zoomalia Zen 1 £2,99
Paypal fees 1 £1,10
Delivery : £4,95
I have no idea what the Zen is, or the track order by text message and I certainly wasn't told about the Paypal fees.
Took a long time to arrive.
Badly packaged and leaking.
Will NEVER use again.
Review by Kless2 years ago
I ordered a couple of flea collars for my dogs, and paid extra for express service as I needed them quickly. When I got the confirmatory email it stated that delivery would be within 5-7 working days!!!! And that was allegedly for express delivery
I will never use this company again and would warn anybody to avoid them, they do not conduct their business in an honest manner in my opinion
To add to my original review...
Despite several emails back and forth there was no 'give' from Zoomalia apart from the offer of a voucher which will have no use for me as I cannot see myself using this company again
I feel very aggrieved that having paid the extra for priority delivery my order went into the same queue as one that was regular delivery. The items are very small and it doesn't take rocket science to put them in a padded envelope and send them by mail instead of by courier, and despite in their confirmatory email that they insist their goods are signed for (and they advise to check them thoroughly) apparently my order was delivered to a neighbour as I wasn't there to receive it. Incidentally the neighbour has denied receiving it.
Rubbish customer service. Rubbish 'priority' service
Use this company only as a last resort imho
Review by GrUnboxing2 years ago
Order placed on zoomalia.co.uk, this is the parent company I believe.
Order number JU171087253
I was very hesitant to order from this company, especially after reading so many negative comments online but I thought I would give them a go. On Monday 24/07/17 I ordered £75.96 worth of items and paid £7.77 for postage (including priority shipping & Zoomalia Zen) I was aware that the items could take 3-5 days and whilst not ideal thought worse case I would have the items by today, the 5th working day. Initially I was a little disappointed that I was prompted to get my order over £69 to use a discount code to receive money off, exceeded the value, entered code to be told "Promotional code "HAPPINESS" Not valid in your country"? I was logged into my account and had my address details populated. All appeared to be going well, I received a message saying the order was received and would be dispatched soon, I then received another message with a Yodel tracking number saying the item had been dispatched, on the same day I ordered which I thought was great service and maybe the online reviews were wrong. Fast forward 7 days to today and I still have no delivery, the Yodel tracking number says, "STATUS: DELAY DELIVERY ESTIMATE Unavailable Your parcel will be with us soon WITH SENDER Your parcel will be with us soon 25 July at 00:00" so I can only imagine that my order is sat on a pallet somewhere waiting to be handed to Yodel. This is all very misleading and trying to contact Zoomalia is not working, I have sent 2 online messages now, none of which have been acknowledged or answered, Yodel in fairness can't do anything until they have the package and have confirmed this to me today "I regret to inform you that the parcel is still with the sender. Currently we have not yet received the parcel at Yodel and I am unable to advise you when it will be delivered. The best thing to do is contact the seller for further assistance." So I am now £83.73 down with no items and no idea when the items will be with me. If I could have sourced the items elsewhere I would have done, lesson learned and I will not be using Zoomalia again or recommending them. I want a refund for the express shipping, which hasn't happened and also would like a refund for the whole order as I need to get the treatment from a company that will be able to deliver in the stated timescales that were communicated.
Just had the standard response from Zoomalia as below: -
Hello Jon Metcalfe,
my name is Katinka and first of all I would like to thank you for choosing Zoomalia
Your parcel dispatched the 24th July and is currently on a palette in Brussels. The tracking-number is unfortunately not working till the palette reaches London-Heathrow where it will be unpacked and scanned by Yodel. Afterwards Yodel will activate the tracking number within 24 hours.
We apologise for the trouble caused.
If you require any further information, feel free to contact us any time.
Katinka from Zoomalia
Since 2010 we have brought happiness to over 500.000 pets and their owners.
Where is my stuff? Why have I paid for priority dispatch when the order is sat on a pallet in Brussels still, today is the 5th working day. I want a full refund now and the order cancelling.
Update on order and response to reply from Lisa below on 01/08/17
Lisa, thanks for the reply which is very similar to all replies that you send to people on here and through your customer contact section on your website. A couple of things, firstly the order was sent on 24th July, not 24th May, the palette apparently arrived in Heathrow yesterday according to Katinka, was it yesterday or today? Yodel are not to blame at all as they haven't received the package yet to send to me, any delay is down to Zoomalia not releasing the goods for dispatch. Why did the discount code not work? Why is it now the 6th working day after the dispatch notification and my goods still haven't arrived? As you can see from other recent reviews this isn't a one off case. You are misleading customers, you should be sending notification that the goods are packed and ready to dispatch and not notify the customer the goods are dispatched until they are with the courier. Below is the message I got on the 24th July: -
Number2021910 - 24/07/2017 at 12:38 by Zoomalia
Hello Jon Metcalfe,
Your order numberJU171087253 has just been dispatched.
Your package will be shipped by YODEL
Package number: JJD0002257015004677
You can track the progress of your package by following the link :
The estimated time of delivery is between 3 to 5 working days.The tracking number will be activated after 48-72 hours.
Nowhere in that does it say wait 3 - 5 working days from when we send to Heathrow, you are deliberately misleading customers. I have advised that I want a full refund for the order as you have failed to deliver to me in a timely manner. I will be refusing delivery of the items, that is when they actually go out for delivery. Whilst I appreciate the offer of a voucher, this is useless to me as I will never be using your company again, as the review title said I should have listened to previous reviews. I just hope that people read this and steer clear of your company as the service is not good enough at all.
Update on 02/08/17
After being advised that the package was in Heathrow yesterday and would be scanned and trackable from yesterday or today at the latest I am now being told the below: -
From Zoomalia - the 02/08/2017 at 15:02
Hello Jon Metcalfe,
thank you for your message.
according to Yodel, they have a little delay in Heathrow and your parcel should be scanned this afternoon or tomorrow at latest.
I confirm that the parcel has a delay of 6 days (without the weekend) and I deeply apologise for this incident. I already made a complaint against Yodel but unfortunately we can not refund you the delivery fees because we paid the delivery fees for you.
I deeply apologise for the trouble caused.
Katinka from Zoomalia
Since 2010 we have brought happiness to over 500.000 pets and their owners.
It's funny because I have spoken with Yodel who have again confirmed the below: -
"based on the status I can confirm that we have still not received the parcel from the sender.
They can not blame the delay on Yodel because Yodel does not collect parcels from customs."
So yet again more lies to customers, it is Zoomalia's fault for the delay upto and including today. I have contacted PayPal for a refund and advised Yodel to return the package to Zoomalia, they may get it back sometime before Christmas!
Review by Adhil Wyse2 years ago
Really bad service after ordering a parcel on the 11th to say it would be here within 3 to 5 days still haven't received parcel ,it said it has been dispatched and with the courier which it is not , and after sending many of emails to haven't yet 1 been responded to will not be using this sight again .
Review by Alenya2 years ago
I have been waiting almost 5 weeks for two Soresto collars to arrive. I have been told various things - they have been delivered !! Where I pointed out that I had not signed for them, then that they were stuck on a pallet in Belgium, then that they were on their way. Then that Yodel had lost them - at that point I asked for my money back or for them to be resent - they then said they could not re-send them until Yodel confirmed they were lost !! I am £50 down and no nearer to receiving the collars. I called Yodel myself who advised me that the tracking number is given when Zoomalia ask for one in anticipation of sending a parcel so that it would suggest they haven't shipped. I have never left negative feedback on any company before but am reaching the end of my tether.
Review by Anuri2 years ago
Very bad service. bad customers service. in case of delivery delay the just refund item no the delivery costs... also if delivery is free.
Review by Rosicler2 years ago
I ordered some collars back in November, the order was marked as completed online however i had not received the order. After further investigation from both them and us it was realised that it had been delivered but to someone else. We have never received the parcel and the communication from Zoomaila at first was consistent, however they wanted us to take the matter up with Yodel. They are the supplier so this is their job not ours! They admitted it went to somewhere else but were not willing to send a refund or replacements until they had received admittance from Yodel - once again this is not our fault?!
Since the 21st December they closed my chat as resolved (which its still not) and i have messaged them as many ways as i can and tried to find a phone number but still no response!! I have loads of friends that were waiting to see how the collars went and then they were also going to order however we will NOT be recommending them now as this service is appalling. Its now 6th January we still have no order, refund or any communication. Appalling service. Sooooo angry!!!!!
Review by Midja Tes2 years ago
Review by Ahenny Karecki3 years ago
What's the point of having English speaking people if you can't talk to anyone . I have been trying to fine out wher my parcel I'd since 9 this morning . I have sent two e mails that have gone in answered . I have contacted yodal and they can't help and have sent me back to zoomaliaI have payed for express delivery and nobody is helping . Awful awful service still no reply to emails sent 24 hours ago
Review by JabbaThePug3 years ago
Excellent rapport qualité-prix, excellent service commercial.
Review by Intercultural3 years ago
Second time ordering, amazing fast service, prices are great. I really love Zoomalia :). If only they had more horse stuff...
Review by Shigure4 years ago
Content de mais command. 😃
Review by PattiAnn4 years ago
Prompt,Efficient and the driver found our house !!!
Review by Lavissh4 years ago
The (four) 107cm dog barriers (SAVIC) I ordered are great: simple to put together and they do the job well and feel really stable. The installation instructions are not that good and the pictures pitifully small (buy a magnifying glass!!!), but frankly it is all pretty obvious if you just look at the few parts. The only thing that didn't work brilliantly was the picking of the delivery slot: the option didn't appear on the online ordering forms/pages and I got an email late on an evening (which I didn't see) offering options which were no longer available the following morning. That said - the delivery was swift as promised!