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Old 08-25-2016, 06:07 AM   #1
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Location: Denmark
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Default Zooplus costumer service

I think this has been taken up before and this might be a bit more of a rant than anything else.

I have ordered from zooplus and received a wheel which was damaged. The running track had a huge hole in there and I surely didnt want to risk the hamster getting a leg stuck.

Anyway, I call their costumer service and tell them about the problem, the lady I get on the phone tells me that I can either get my money back or get shipped with my next order. I didn't think this was okay so I tell her. I also tell her that I have a hamster that needs a wheel and ask what I do then if they wont deliver the product I ordered.

Then she starts laughing at me :/ When she finally stops, I ask why she is laughing and she tells me I'm cute/sweet. She keeps giggling through the rest of the conversation as well.

I don't really think this is okay. I don't think it's okay that I have to feel silly because I have a pet that I care about, which isn't a dog or a cat. One thing is people around me thinking I'm silly because I care so much for my hamster, but it makes me quite uncomfortable that zooplus, a petstore, makes me feel like I'm odd because I want the best for my little friend.

In the end she shipped a new wheel immediately, which is nice, but this experience kinda makes me think twice before I ever order from them again. I probably won't if I have to worry about not getting all the items I ordered because it costs them too much to send a single item that was faulty, or worry about being stamped as 'that weird hamster lady'.

Is this really the costumer service that should be expected from them? Please tell me that I have just been unlucky
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Old 08-25-2016, 07:08 AM   #2
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Default Re: Zooplus costumer service

I've only ordered from Zooplus once. Not the best experience and I much prefer Vet Uk, Viovet and Amazon. My mum had ordered my guinea pig's new cage. Our package was left with a neighbor and they never even bothered telling us. The only reason we found out what happened is that the neighbor knocked on our door to tell our package had been at her house for over a week. Not a great experience but the cage was unbelievably cheap (just over half the price of Pets at Home). Not a fan.

I would complain to customer service about the customer service (lol) and see what happens. I would be very upset and angry if that happened to me, especially since good wheels really aren't cheap AND they are an online pet store. The lady sounds very malicious and patronising. At least you got a new wheel.

I don't know if it's luck or the company, unfortunately.

Anyway I hope your ham enjoys its new wheel.

Artemis the hamster, Pemba the guinea pig, Hermes and Harvey the Labradors and Hugo the Miniature Schnauzer
RIP Toffee, Jasper & Oreo ❤️- Loved and always remembered
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Old 08-25-2016, 07:31 AM   #3
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Default Re: Zooplus costumer service

That's shocking. I would definitely complain. I've used zooplus many times and luckily everything's worked out great. I've never contacted customer service, so can't comment on how they usually are, but that's completely unacceptable whether it's a one off or not.
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Old 08-25-2016, 09:35 AM   #4
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Default Re: Zooplus costumer service

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.
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Old 08-25-2016, 02:11 PM   #5
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Default Re: Zooplus costumer service

I'm glad that you don't think I'm overreacting. I would like to complain but I honestly have no clue where to go or what to say. I don't like getting people in trouble, but I just didn't really like her attitude either. I'm also scared that whoever I end up talking to will laugh at me as well or think I overreact :/
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