ZP reaction to my mail informing them was just "you are now outside the return period of 14 days please accept this 10% off voucher for the inconvinience"...sigh. I even told them I didn't want anything, just to let them KNOW there is a problem, but who knows if it'll get through. :mad2:

Predictable response from Zooplus sadly. I have had the same response on two separate occasions when they have sent defective product to me. Seems you are supposed to open all the tins of cat food when you get them to check they are ok shame that a company of this size seems to be content to blatantly ignore UK consumer laws.

 

Yep it's nutty. When they sell bumper packs of upto (I think) 96 cans of food, how on earth do they expect someone to have seen the contents of them all in 14 days? Just under 3 months doesn't seem totally unreasonable to me for a timeframe to have found the problem, and it also says to me that food from the same production batch could quite possibly still be in circulation.

 

I had a similar problem with a box of Hi-Life a couple of weeks ago, I wondered why it was going straight through them, then took a sniff of the packet and oh boy, it was awful, made my toes curl

 

Funny you should say that my cosma thai chicken and liver tins don't have any rice in them and one tin was pale as well as not having rice in it and a tin of cosma chicken was pale in the middle c ! I emailed zooplus who asked me to send them the batch number and photos I had thrown away the pale cosma chicken and liver but I'd kept the pale chicken flavour and sent them one of that and a photo of the chicken and liver with no rice . I emailed them not long ago as I had to go out but I have stated that I'm not happy about it and the fact that I have paid good money for it .

 

Predictable response from Zooplus sadly. I have had the same response on two separate occasions when they have sent defective product to me. Seems you are supposed to open all the tins of cat food when you get them to check they are ok shame that a company of this size seems to be content to blatantly ignore UK consumer laws.

Same story here - it really puts me off ordering food from them & if I can source the product elsewhere for a similar price I now do so

I opened a tin of Maisie's AG Partners wet food that was obviously off a couple of weeks ago - I've had it for a few months (again stock up a few times a year to take advantage of the extra discount) but still well in date ..... TBH I didn't even bother contacting Zoo+ - what's the point when they're obviously not interested

Unfortunately not limited to food - I get cat litter from them & had 4 x 14kg bags (also on offer) and 3 of the bags arrived with holes in (in an identical spot) with a good quantity of litter missing from each bag

I sent pics and even suggested maybe there was a sharp bit / fault on something like a conveyor belt somewhere .... Result - 5% voucher code off another order - which in no way covers the cost of the missing litter

 

I think Zooplus are trying it on. These are not returns under DSRs but issues under SoGA and if anything you buy is still within a use by or best before date when you open it and find it's not right then you should get your money back.

Seems it would be a good idea to head up any correspondence to ZP with something like 'Formal complaint of goods not fit for purpose' and make it clear you expect a refund.

 

Their own T&Cs are perfectly clear. Retail staff are often not aware of the difference between DSRs and faulty goods policies. The 14 day limit is not applicable where the goods are being returned because they're faulty.

1. Right of cancellation and returns policy
As our valued customer you have the unconditional right to cancel your contract within 14 days of delivery, without being obliged to state any reasons. If the goods arrive damaged, please contact zooplus for a full refund. Faulty goods are fully-refundable, inclusive of delivery and return. Please inform our customer service within the first 2 days of arrival, of faulty goods or goods damaged in transit.

 

Thanks for the heads up havoc :thumbup1:

 

They do say to 'please advise them within two days of faulty goods' but this IS only a request on their part. Goods would still fall into this category if, for example, they didn't last a reasonable time and they couldn't refuse to refund if something broke after a couple of weeks. Reasonable time is a fluid concept, you'd expect an expensive cat tree to last longer than a cheap toy so they can't put such generalised time constraints on you.

 

ZP reaction to my mail informing them was just "you are now outside the return period of 14 days please accept this 10% off voucher for the inconvinience"...sigh. I even told them I didn't want anything, just to let them KNOW there is a problem, but who knows if it'll get through. :mad2:

Could it be worth contacting the producers of Cosma directly to let them know?

 

You need to be contacting the manufacturer not the retailer. They can't take steps if they don't know there is a problem.

Don't throw the product away. Call the maker of the food. And keep calling until you get someone who takes you seriously. Also report the food to whatever pet food regulatory board you have over there.

It is very important to do this! Remember the 2007 recalls when thousands and thousands of pets died before anyone suspected the food.

Report it!

 

You need to be contacting the manufacturer not the retailer.

It's the retailer who should refund the customer and contact the manufacturer. The customer has no contract with the manufacturer. I understand your concerns over a manufacturer being informed but that's a separate issue.

 

I disagree. The customer should always contact the manufacturer. The customer is the one dealing with the food, hands on. Of course let the retailer know too, but people need to be proactive in these cases, not sit around and wait for someone else to pass the word along, or not.

In the USA people are urged to not only contact the manufacturer but to contact the FDA, (food and drug administration)

Hoping someone else will do it is how pets die.

 

Thank you havoc I took your advice and they have refunded me £23 and said I don't need to return the food to them! The chicken cosma looked absolutely terrible I have added a photo of it and the cosma thai chicken and liver without rice :nonod: .

 

View attachment 131967

View attachment 131968 Thank you havoc I took your advice and they have refunded me £23 and said I don't need to return the food to them! The chicken cosma looked absolutely terrible I have added a photo of it and the cosma thai chicken and liver without rice :nonod: .

Good for you :thumbup1:

 

View attachment 131967

View attachment 131968 Thank you havoc I took your advice and they have refunded me £23 and said I don't need to return the food to them! The chicken cosma looked absolutely terrible I have added a photo of it and the cosma thai chicken and liver without rice :nonod: .

That's great. But you need to let the manufacturer know. And let them know you have pictures and are saving the food. If they ask for you to send samples, by all means do so, but not all of it.

 

Thank you havoc I took your advice and they have refunded me £23 and said I don't need to return the food to them!

Knowledge is power It's obvious Zooplus as a company are well aware of their responsibilities under EU consumer law but not all their employees will know what to do unless you make the position clear.

It would cost them more to have a courier pick up from you than to just write it off. The law says if you are returning something faulty under SoGA all you need to do is make the goods available. It's rarely worth their while for low value items.

 

That's great. But you need to let the manufacturer know. And let them know you have pictures and are saving the food. If they ask for you to send samples, by all means do so, but not all of it.

I unfortunatley flung it away as soon as they said they would refund me. For reasons A I needed the fridge space. And B it had already been in my fridge for a few day's and I didn't want it to start to smell and had had enough of it being in there. I will try emailing cosma but I can't read German so I don't know how gar I'd get hunting for the email address .

 

Well I sent an email to Cosma at their German address on the can but as my mail is in English I don't know how much good that'll do. No response in over 24h anyway. I had thought contacting ZP was the right thing to do as I believe Cosma is their own brand, exclusive to them. So it's their responsibility too I would think.