I ordered this beautiful cat tree from Zooplus last Friday and was so excited when the newsagent who receives our post called today to say it had arrived.

We went down to collect it, and the box has been dropped in transit, and it's completely smashed.

Does anyone know how quick Zooplus are at sorting out returns? (It was my first ever order from them.)

The first order I made with zooplus was for a bunch of toys and litter. The litter bag had been pierced and some of the litter had fallen out. They sent me a 50% refund within 5 days of my complaint. I thought they were very good at sorting the problem with no hassle.

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They have a very good reputation for being brilliant with returns, exchanges and refunds.

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please look at my website - www.finesthourcats.webs.com - for gorgeous GCCF registered RagaMuffins and Selkirk Rex

Sorry they dropped your parcel, but just to say that I've got exactly the same cat tree and it's great. I didn't get mine from Zooplus, but another website, the name of which escapes me now, as I wanted a cream one to blend in with the decor better than blue would.

The cats absolutely love it!

The good side of being so bad at the delivery service is that they have fabulous with the post sales services.

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I had a broken cat tree arrive two days before I went on holidays for a month. Zooplus was really nice about it and said they would organise a total refund or send me out a new one, but only once I had returned the broken one and it was fine if that took a while to organise.

The biggest challenge for me was their pickup times are nominated by a day, not a time, so I had to pick a day and stay home from work. They did offer to pick it up from my workplace but it was way too big for me to take to work. The day I was able to arrange, it just happened to be snowing heavily and big surprise, the pick up company never arrived. I finally did get to have it picked up, almost 3 months after the original delivery, and Zooplus had no problems providing a complete refund

I hope they're as efficient in dealing with your returns in Spain as they are here in the UK. I've never had to complain as yet but I believe they do sort things very quickly

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How we behave toward cats here below determines our status in heaven. - Robert A. Heinlein
http://www.lambchopsiamese.webs.com

Thanks for the responses.

I have to say I'm very disappointed now. I sent an email telling them it was damaged yesterday, and they replied within 15 minutes asking for photos of the damage. I sent them over 24 hours ago now, and I haven't heard anything since. I resent the email this morning, but still nothing.

It's starting to look like a typical example of poor Spanish service to me. Especially when you consider that I'm a brand new customer, and most companies try to impress their new customers, I would have expected something along the lines of (yesterday): "We've sent another one out on next day delivery. It will be with you tomorrow. Please have the broken one ready for our courier to collect."

If I haven't heard from them by close of business today, I think I'll tell them I want a refund and I'll order one from the UK.

(I know it isn't their fault the courier broke it, but it is the courier they chose to use, so they have to take responsibility. I'm also aware that these things happen, but you never find out if a company really is good until you have a problem and see how they deal with it.)

I know what you man about it not being their fault but wanting it sorted. In my old job any complaints like this we'd get a replacement out asap, send our own courier to get the broken one back, take pic's ourselves and claim for the damage, the collection and th re-delivery ourselves afterward as thats not the customers problem. Everything i have read about Zooplus's complaints resolution has been good - til now! Hope they reply to you soon x

Well, I made the mistake of ordering from the Spanish site because the one I wanted was £40 cheaper. I already knew Spanish customer service leaves a lot to be desired, and Spanish couriers have a reputation for damaging things, so - with hindsight - I should probably have just paid the extra £40.