ZoomADog Reviews - www.zoomadog.co.uk

★★☆☆☆
2.2 / 5
29% of users recommend this
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Latest Reviews

★★★★★

“Fantastic Company”

Written on: 14/06/2021 by Whiteheadii113 (1 review written)

I have used this company for years for both my dogs ongoing joint issues. We have always had excellent customer service and fast delivery. I can only say from my experience they are fast to refund and exchange products, and as it states on their website is only when products are covered in hair or used that they cannot refund them - Im guessing a lot of the bad reviews are from people who have returned dirty products expecting a full refund :0). Keep up the good work!… Read Full Review

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★☆☆☆☆

“DO NOT USE”

Written on: 21/08/2020

Sent returns on 13th July and they were received on the 14th.over £260.00 not refunded and phones not answered. Having to report to VISA and PayPal Not a reputable company whatsoever! Would highly recommend NOT using this company… Read Full Review

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★★★★★

“Very Appreciative Customer”

Written on: 22/05/2017 by wessex_girl (1 review written)

I ordered an elbow brace for my 8 year old lab. What a difference this has made to his exercise. Along with GP in 6 weeks he is a happy pooch again. Excellent customer service with queries answered immediately. Prompt delivery. The product was exactly as described, in fact better than I expected. Saw cheaper versions advertised elsewhere but this was by far the best. I would recommend Zoomadog to all who have issues with their dogs… Read Full Review

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★★★★★

“Excellent customer service”

Written on: 01/03/2017 by xuChapman452 (1 review written)

Really nice website. Had a query about a product and was able to call up and get an immediate answer! Came really quickly too and very happy with the product… Read Full Review

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★☆☆☆☆

“Wish I'd read these first”

Written on: 28/02/2017 by Goodman46 (1 review written)

On requesting a refund on a brace I purchased I was advised I would not get a full refund as the brace I had purchased had hairs on though I had whipped it down to ensure there were none. As we all know having a dog is difficult to keep this hair free!!! I was charged around £40 from my refund and totally insulted when speaking to them online telling me my dog had left skin flakes on a brace he had put on for seconds. It wouldn't surprise me if I'd been shammed and they'd pu the hairs there… Read Full Review

Zoomadog's Comment

Written on: 02/03/2017

Hi,

Our refunds and exchange policy is available to view online and also is on a leaflet inside your parcel. Upon receiving your return we got in touch with photographs of the brace as it had a large number of hairs on the brace itself and in the velcro straps.

We advise all customers not to place any product directly on their dog until they are happy with the fit, sizing and the use of the product. We advise all customers on our returns and exchange policy both online and printed out in a leaflet inside all parcels to put some cling-film, a t-shirt or suitable covering whilst trying the product on their dog and not to place it directly on their dog until they are happy with the fit. As said above, the product was tried on your dog and therefore there was hair transfer.

We are very generous with our returns policy, similar businesses don't offer returns at all but we have instated a returns and exchange policy as we know that it's easier said than done to measure a dog. The 20%-40% restocking fee is there for returned items such as this one, which has hair, skin, dirt, mud - you name it, we've got it back on a product. With these items, we either clean and sanitise them and restock them as refurbished B-grade stock (can be found on our website), we can send these back to the customer for them to sell privately or keep or alternatively if the product is completely ruined, we donate to an animal charity.

The Orthodog cruciate brace is particularly evident when it has been used as it is black in colour, hair, skin and dirt shows up easily. The brace in question returned had a large number of hairs and a small number of skin. Dogs are covered in skin. They shed skin. It is common for this to transfer onto products and obvious when the product is black in colour. You can see this in the photos sent to your email address. The brace is still here and has not yet been cleaned if you would like any more photographs.

By distance selling regualtions for medical products, we have to clean and sanitise anything which comes back with hair on it. As we have explained to you several times now, this product cannot be stocked without being in the refurbished category as it has been used on a dog.

You can read our full Returns policy.

We've consistently been in touch with you regarding your order, both via email and over the phone explaining why we cannot give a full refund for the returned brace so it's a shame you felt the need to leave a poor review again but on a different website.

Similar businesses and our suppliers don't offer a returns policy at all for used products but as you say and we completely agree, it's easier said than done to measure and get the correct product for a dog.

We have considered not offering returns for opened products at all due to returned items with hair and complaints such as this one but we feel the need to offer the restocking fee so that a customer can return a product for exchange credit or a partial refund if they would rather not keep the product.

Yet again, if you need any help finding an alternative product we would be happy to help.

Kind regards,

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★★★★★

“Excellent Customer Service”

Written on: 03/11/2016 by Karolyn33 (1 review written)

I order Winstons Pain Formula for my 8 year old Dalmatian from Zoomadog and the product itself is fantastic and has improved my dogs quality of life more than I could have hoped for. I previously had a problem with an order I had placed and Zoomadog were extremely apologetic and helpful and did all they could to resolve the problem. I have since placed several further orders and have had no issues whatsoever and communication from them has been excellent. I have no hesitation in recommending… Read Full Review

Zoomadog's Response to Karolyn33's Review

Written on: 23/02/2017

Hi, Thank you for your kind review - so pleased to hear that Jasmine is better! - Zoomadog

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★☆☆☆☆

“Terrible service, do not use this company!!”

Written on: 26/08/2016 by Kaylynnf465 (1 review written)

Wish I had read the reviews before using this company. DO NOT USE THIS COMPANY. I ordered and paid for a hip brace and when it didn't arrive I tried to contact them. 1. ** was always out of office and unable to chase the order. So emailing is pointless. 2. They do not answer phone calls and don't respond to voicemails. I cant even remember how many messages I left - no response to a single one. Sometimes '**' would respond to my email at a later date, normally to say it would be with me 'by… Read Full Review

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★☆☆☆☆

“Zoomadog scamers”

Written on: 26/06/2016 by tomkildare (1 review written)

This company is the worst I have ever come across online. The order we placed and paid for nearly a month now ,we have had no communication back from the numerous calls and emails. Avoid this "company" (if it is one) at all costs if you don't want to waste your cash… Read Full Review

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★☆☆☆☆

“AN UTTER DISGRACE!”

Written on: 25/06/2016 by beckicastle (1 review written)

IF YOU CAN AVOID THIS POOR EXCUSE FOR A COMPANY DO! their "customer service" is non existent, they clearly don't give a monkeys about what their customers think, looking at all these negative reviews (and other review sites, where they only reply to the few positive ones). She actually LIED to me blatantly on the phone. I simply needed to know what size brace to order for my dog, which took days just to get that! The person answering the phone is clearly not an employee of the company and just… Read Full Review

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★☆☆☆☆

“They never sent my item!”

Written on: 08/06/2016 by Scott233 (1 review written)

It's so sad. I needed a brace for my dog's knee and paid $447 to Zoomadog for one, however it has been 2 months and the brace is still not here. I tried emailing and calling numerous times but nobody replies with any information. At this point I just want a tracking number to confirm they even sent it, but alas, nobody replies! I will be disputing the charge they put on my credit card!… Read Full Review

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★☆☆☆☆

“Attrocious business with shocking customer service!!”

Written on: 26/05/2016 by GracieVelez363 (1 review written)

Having placed an order direct,as suggested for speed, and being informed product was in stock, I am still waiting over 2 wks later for goods to arrive. All calls to them are answered by "gatekeepers" who inform you the only person who can deal with your order is out of the office but will call you back. Of course pigs might fly! I strongly suspect they are a bunch of sheisters, who will get their comeuppance soon… Read Full Review

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★☆☆☆☆

“Avoid”

Written on: 13/05/2016 by TamaraDodd212 (1 review written)

Terrible customer service. Company does not respond. Returned item and had to go to PayPal to get money back. Seven weeks to get a refund!… Read Full Review

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★☆☆☆☆

“Do not buy from Zoomadog”

Written on: 18/04/2016 by ThurlowWhippets (1 review written)

I ordered Carpal joint supports for my dog, they were urgently needed, so I paid £10 for 48 hour delivery. No delivery - I've emailed and phoned. No response and unable to get to talk to someone. Dog eventually put to sleep, so cancelled order and asked for refund, still no response and unable to talk to someone by phone. Will be taking further action via Paypal and Trading Standards - DO NOT use this company. BE WARNED - wish I'd read reviews before placing order… Read Full Review

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★☆☆☆☆

“Waiting for refund for 3 weeks.”

Written on: 15/04/2016 by Sharron78 (2 reviews written)

I have phoned and emailed several times asking for my refund. I got told it was being done nearly two weeks ago but still nothing. Terrible customer service… Read Full Review

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★☆☆☆☆

“Phantom order!”

Written on: 03/02/2016

Zoomadog sent me a phantom order total cost for someone £55, after taking my time to phone and email them only to be told it was an error on their part, would I kindly send the item back they would reinbust my postage cost, but even after murmurous promises from them I'm still waiting. Don't believe a word, you been warned… Read Full Review

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★★★★★

“Great service and fast delivery”

Written on: 30/09/2015 by DillanMeyer (1 review written)

I have found this site a great help to my dog and the customer service excellent. I have been buying supplements for my dog for years with no problems and always delivered on time. The Winstons supplements have helped my dog no end and I owe his new lease of life to these fantastic herbal pain relief tablets!! Thank you ZOOMADOG :0)… Read Full Review

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★☆☆☆☆

“Refund????”

Written on: 26/09/2015 by debmorton. (1 review written)

Been waiting for a refund since May and still not happened..... Spoke to another member of staff in June and said money would be refunded, still nothing!!!! Now not answering calls or voicemails. Absolutely shocking service, do not even think of buying from this company… Read Full Review

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★☆☆☆☆

“Not impressed”

Written on: 22/08/2015 by gordeeto (1 review written)

Wish I'd read the other reviews before I ordered a dog harness from Zoomadog. Ordered 11 days ago and as it hasn't arrived, I have been trying to contact them. It's impossible to get through to them on the phone number advertised so I have sent them an online message. No reply. If you can't get through to a company who has taken your money, what are you to think? It would be bad enough with any purchase, but as I have ordered a support harness for my arthritic 17 year old dog, non-delivery of… Read Full Review

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★☆☆☆☆

“Steer well clear!”

Written on: 25/07/2015 by Alexzander1967 (1 review written)

Ordered the wrong size carpo for my dog so returned it. Well over six weeks later I still hadn't had a refund despite numerous emails and calls - all of which were ignored. Had to get in touch with Trading Standards before a refund finally arrived . . . and then they deposited in such a way that the money took well over ten days to clear and credit my account. Dreadful company; would never use again… Read Full Review

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★☆☆☆☆

“Starting to think this is a dodgy website!”

Written on: 08/07/2015 by Helcamm (1 review written)

I ordered a back brace for my disabled dog and money was taken out of my account on 23rd of June. It's is now 8th of July. It didn't arrive after a few days so I emailed. No response from them. I filled in the online contact form. No response. I have taken to calling them every day over the last week. It's always the same, goes to answer machine and they never call you back. I am extremely disappointed especially as my little dog could really have done with this when I ordered it. I will be… Read Full Review

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