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Sorry to hear you had such a bad experience Penguin, that was a totally unprofessional way for the customer service woman to behave & isn't acceptable, if you feel up to complaining then you do have every reason to.
I've ordered from Zooplus for years now & have had to contact customer services on two occasions & both times they were helpful, polite & efficient at resolving the problem so I'd say this was just bad luck but it still shouldn't have happened.

chesca not letting you know where your parcel was is down to the courier, probably yodel, not zooplus so you can't really blame them for that.