Tracy B Ety

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| map-marker Madrid, Madrid

Zooplus took my complaint about GLS seriously

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zooplus es - Zooplus took my complaint about GLS seriously

For the second time in four months, GLS did not attempt to deliver our large Zooplus order, but sent a message telling us we were not at home. We were actually at home on all 'missed delivery' occasions as my husband works from home.

Having failed to attempt delivery, our very heavy parcels were taken straight to a local shop metres from the promenade, where the streets are narrow and there is no parking.

This time, I complained to Zooplus via Pissed Consumer and was pleased to receive a response within 24 hours.

Zooplus offered me a new delivery date or a full refund of my order.

More importantly, they are passing on my complaint to their logistics department who will address it with GLS directly.

Thankfully, my husband finished work early yesterday and we were able to pick up our parcel (although he did have to park illegally to do so).

Last time it happened, he had to take time off work and walk to the pick-up point.

While I do wish Zooplus would consider using a different courier service here in Portugal, I am happy with their customer service and the speed at which they addressed my complaint. It is good to know I could have had a refund if picking up my extremely heavy parcel had proved impossible.

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Preferred solution: Zooplus has instructed its logistics department to engage with GLS delivery services to discuss non-delivery of parcels. I am happy with this outcome.

User's recommendation: Zooplus is a great way to buy pet food in bulk at good prices

Anonymous
map-marker Almería, Almeria

Order not here

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Tried to contact you on the phone but have not been able to dont know where my order is could you let me know john savage tracking number is AM21736****CN

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