Their packaging is a disgrace and they don't seem inclined to do anything to fix it despite hundreds of complaints.

I would go back to them and tell them that you don't feel the value offered is satisfactory given the mess your delivery was in and that you are now looking to close your account with them. That should shake them up.

 

oh my goodness that is disgraceful
the worst I have had is a few dinted cans I would go back to them and say £2 isnt good enough and you will be taking your business elsewhere unless they offer something more generous and you will also inform many regular customers you know of your bad customer service.

 

Ooh, never had an issue with them and I buy loads from them.

My stuff always comes over packaged and with those airbags inside usually.

I once had a box of cat litter & other bits go missing. I emailed to say it hadn't arrived, nd they rang me back to say that Royal Mail or Parcelforce had lost it (they had checked, there was no trace of it), so they were going to file a claim with their insurers or something, and I could either have a refund or re order. I asked them to resend the order (for free obviously). Three days later it arrived. Two days after that another box arrived heavily parcel-taped up.
Turns out it was the first box that had 'gone missing'. So I got about £60 of stuff free (mostly cat litter lol.)

 

Oh, I do think I buy loads from them. You don't get 2,300 points since June 2012 for nothing

This is the first time I have complained although the packaging was never great. But it was the first time something was actually properly damaged. The cat litter bag actually slipped out of my hand as it was completely full of cat food. It was all stuck to my hands, ended up all over my clothes and I had to wipe every single item clean.

I have just emailed them and said I was a very unsatisfied customer and their refund is far below of what I expected!

 

They aren't great with their packaging... But that is an absolute disgrace

I would expect a full refund for the order, and they can send a courier to pick up all the wrecked stuff if they like :cursing:

The worst I've had is a few dented tins too, but I have started getting cat litter off them.... I'll combine it with toys I think or just buy more cat litter

 

So far I've had two deliveries, and two refunds for damage. Pretty consistent! :001_huh:

 

I had a recent delivery which had a damaged litter tray (due to loose tins) and an item I wanted to return as had ordered two in error.

They fully refunded both and told me to keep the items as well. It would seem their refund policy isn't overly consistent.

 

As a distance seller they have additional legal responsibilities over and above a retail shop. First, you have 7 days to unconditionally reject the goods and depending on what you were told when making the purchase the return postage (only) may be at your cost. However, if the goods are damaged and/or not fit for purpose then they are responsible for the collection and replacement or refund.

Google "Distance Selling Regulations".

Their T&Cs are irrelevant with the exception of who may be liable for return costs for undamaged/rejected items.

 

As a distance seller they have additional legal responsibilities over and above a retail shop. First, you have 7 days to unconditionally reject the goods and depending on what you were told when making the purchase the return postage (only) may be at your cost. However, if the goods are damaged and/or not fit for purpose then they are responsible for the collection and replacement or refund.

Google "Distance Selling Regulations".

Their T&Cs are irrelevant with the exception of who may be liable for return costs for undamaged/rejected items.

DSRs won't apply here, as mentioned, and t&cs with regard to what the company says you can have can be ignored as well. Instead I would advise sending them an email (a recorded delivery letter would be better as proof you told them) including photos of the damaged items if possible, stating a breach of satisfactory quality (section 14) under the Sale of Goods Act 1975. As far as you're concerned the goods haven't arrived in a satisfactory quality so under the Act you are entitled to a full refund of the damaged products or a replacement free of charge.

[i used to work for trading standards and now I'm a trainee solicitor so if anyone needs legal help, I'm your gal!]

 

Did you get to send them the photo of the box with the cans of tins? As I really think you should if you have not!

Not trying to be rude but I do sometimes feel that people take the mick about 'dented cans' and wanting full refunds on them, but this is WELL beyond that. These aren't your normal sturdy tuna-type cans, they are well beyond normal damaged and are absolutely covered in gunk and cat food from the ones which clearly burst... It is one order I really feel almost a total refund is actually in order!

 

When a bag of Narure Gold arrived cut in half by loose cans they offered me €10. I answered "are you joking? I had to dig the bin for the old litter bag, scoop the litter and hoove all my hallway" so they refunded me the full price of the litter, which I still think was too little for all the trouble caused by their poor packaging. When a tin of Grau arrived fractured and leaked slowly for a week in the cupboard breeding maggots and a horrible smell I got refunded the price of the tins involved but nothing could repay me for cleaning of that mess.

 

ZP seem to be a bit hit and miss with their refund procedures. It seems from past comments on here that they will always quickly refund for dented 'tins' and obviously damaged goods, but certain types of damage seem to be beyond their capabilities to figure out.

I once had a delivery where the an OKO 40L bag was so torn (box wasn't damaged) that I couldn't get it out without it spilling everywhere and had to scoop it out into plastic bags, losing some on the way. When I complained, they just said they would talk to their packing department! Okay, I didn't lose much litter, but I should not have been sent a split bag, and have had to repackage it myself before I could move it. A gesture of good will discount code or something would have instantly made me get over my annoyance though.

The problem is that they are the cheapest, and have products that are very difficult to get anywhere else so they're not really going to lose many customers over this sort of thing.

ZP are huge, but it does surprise me how much money and product they are prepared to waste for the sake of a bit more thought when packing. Not really enviromentally friendly either.

I think in the OP's circumstances I would refuse the offer of £2 and try to escalate the complaint to someone more senior to deal with it.

 

I think Zooplus are a candidate for Watchdog now. Might write a lovely email this weekend :devil:

 

ZP seem to be a bit hit and miss with their refund procedures.

Have to admit I agree here, I don't purchase food from ZP so not really experienced the tin problems everyone else has. but then when I had a small crack in my covered litter tray, they offered an entirely new one (when in reality a partial discount would have sufficed as frankly I still use the broken one and have a spare now!!). Also--I bought a second radiator bed, tried to put it up but it was designed for double-sized radiators, so I couldn't use it. I asked how I should return it--they said don't bother, they'll just refund the money to me and I can keep it.

While I have had really positive experiences, others have had really bad ones... it is very confusing. I also am not as big of a volume buyer as, for instance, nightkitten is (I have a few hundred points and that's only cause I caught a few of their bonus points promotions!) and yet I have possibly been refunded more money over the last 12 months than her, and my problems have not really been all that bad!! It's very weird...

 

That's absolutely disgraceful, and £2 refund is like adding insult to injury.

I've been pretty lucky so far with my deliveries, although I wasn't totally thrilled with the note pushed through the door by one of the delivery companies they use: "Parcel in bin shed behind bin". Thanx guys! >_<

 

I've only ever had to get in touch with them twice over damaged goods and both times it was dealt with very quickly and a full refund - one was a split bag of litter and the other was a split bag of dry food - in both cases the boxes were badly damaged by the couriers though. I always seem to get a huge amount of their over-size bubble packaging.

Another time I bought the wrong item and got a full refund and no need to return it! (a dog coat - I ordered the wrong size and I was calling to arrange return) it really seems to vary on who you get at their call centre as to how helpful they are.

Even calling them again could well sort it out with a full refund... that's awful. I sometimes wonder if their entire packing centre is staffed by temps that fail at tetris one week and tetris champs the next

 

I've been pretty lucky with them so far!
Must agree their packing skills are not the best at times :/
Had a few dented tins but not damaged, so I would never bother complaining about that, but the state of your parcel is absolutely disgraceful Nightkitten and I would settle for nothing less than full refund!

 

My maggot infested delivery only ever got the damaged tins refunded for... Since swapping couriers, never had a problem other than lost boxes which they replace without hesitation.

 

Definitely no rhyme or reason. There was a problem with my Xxl scratching post - one of the screws wouldn't go in - so they offered to send me a new one and told me to keep the defunct one. In the end the handyman at work mended the broken one, i told them not to send another and instead they refunded a bit of money. I agree - it must be luck of the draw.

 

I had my first bad delivery from ZP yesterday, I ordered two tubes of Thrive and a Cat Masionette. The treats from one tube had completely spilled out in the outer box, they have refunded me but someone should use some common sense.

How they expect an 85grm tube to stand up to a 13kg box was beyond me

 

I've had the same problems with them, they put flimsy plastic treat boxes in with huge bags of cat litter and hundreds of tins of food! I've had broken treat boxes and dented cans many times, they've all still been edible so I've never complained but it is annoying! I can't wait to have the house sorted out and make raw

 

I think im going to reconsider buying from there!
Go back to ebay/amazon!

 

I have stopped ordering from them as it was just so hit and mix, when you buy multiples a pack of 12 pouches of food which is shown in a box on the website and comes in a box if you buy it anywhere else but you end up with 72 loose pouches bouncing around with a huge bag of Oko plus so they get bent folded and split plus just how do you store that many loose pouches, same as with the small tins I had 72 of those bouncing around loose in a big box and two were damaged and their reaction of just these things happen just wasn't good enough. I must have complained 6 times at least so after there bulk standard apology email I told them I wouldn't be buying food from them again but they didn't give a shiny shite, if they weren't so cheap for oko I would buy it elsewhere.

 

I think im going to reconsider buying from there!
Go back to ebay/amazon!

This is the first issue I have has but it just wasn't logical to pack the Thrive tubes loose in with a huge heavy box of my cat masionette. They have refunded the cost though.

 

...tip for complaining.

Ask for the details of how to send the package back so that they can replace it...