I usually order my cat’s food and supplies on one of following 3 stores, all of which I strongly recommend:
Bitiba – usually has the cheapest prices (it’s like the low cost store of zooplus), delivery in 2 days
Zooplus – good prices, delivery in 2 days, nice loyalty program where you get free small goodies for your pets
Fressnapf – mostly good prices, very good own brand Premiere, very good customer service, delivery in 2 days
This time I wanted to buy a new food from the brand Mac’s and, at the time, the cheapest price I found was at Zooroyal (now it’s cheaper at Zooplus), so I ordered from them for the first time.
I already knew the store from advertising because they belong to the REWE group, the online supermarket I use, so I didn’t read reviews before buying (my bad…).
I paid with paypal and the goods showed as available so I expected to receive them in 2 days, like it happens with the other pet food stores.
With the other stores, I usually get an email the same day or maximum the day afterwards informing me that the goods were shipped but with Zooroyal I didn’t get any email.
I ordered on a friday and the next thursday (6 days later) I decided to check the DHL website to see what was wrong. It showed that Zooroyal only packed the goods (created an electronic stamp) on wednesday (5 days after ordering) and that they still hadn’t brought it to DHL.
So I sent an email to Zooroyal informing what was written on the DHL website and asking what was wrong. To which I got this answer “Your tracking number is xxxx. You can follow it on the DHL website”. Awful customer service, she obviously didn’t even read my email. So I replied saying that I did check the DHL website (“please do read my previous email”) and asking again what was going on.
Later that day I got a message from DHL saying that the package was finally brought to DHL (I wonder if I hadn’t written the E-mail…). So I should be finally getting it today (8 days after ordering).
8 days to get cat food is unacceptable. That’s the delivery time when you order something from the UK (sometimes even comes sooner)….
And this doesn’t seem to be an isolated case as I saw online that many people experienced the same huge delivery times.
So I probably won’t order from this website again (unless I absolutely have to for some reason) and I wouldn’t recommend it to anyone.