zoomalia.com

Badly Packaged and Damaged Item

Ordered 3 boxes of cat litter that took a total of 9 working days to arrive - I did find the delivery a bit long but didn't really mind it.The thing that got me was I read the reviews after I had already made my purchase and the fact that Zoomalia themselves send you an email to let you know to double-check your order BEFORE signing the delivery (to check for damages, if it's the correct order etc) left a bad taste in a mouth as I assume this company has had many issues with this and this is why they feel the need to warn their customers beforehand.They gave me a tracking number along with an email saying my order has been dispatched, and when I tracked it was DPD it said the parcel was in the exact same location for ONE WEEK. I was fuming, I didn't understand why my parcel hasn't moved in a week, so I contacted the delivery service (DPD). They informed me they had not received my parcel just the data transmission, and that my parcel was still with Zoomalia. I was confused, I didn't understand why Zoomalia had told me my order was dispatched when it clearly hadn't. After contacting Zoomalia, they replied back to me saying when I should expect my delivery, which was correct. I have now received my order, DPD didn't ask me to sign anything but they (very kindly) told me that they had to secure my box with tape THEMSELVES as it was opening up and not securely closed. I am so thankful that they had done that, when that really isn't their job to do so and should have been up to Zoomalia to properly ensure my package was securely closed. I do have pictures of my order and the condition the box was in - thankfully the boxes of cat litter were not ruined with water etc, however 1 of the boxes are in perfect condition, the other one has a little tear in it which is causing litter to seep out of it (but it's so little, it's not really an issue), but the last box is completely open and some of the litter has fallen out.I understand that this can happen in transit, but I don't accept the fact that the last box is fully OPENED - it's as if someone has actually ripped the top bit open themselves.I didn't sign for it, and I'm not going to bother with a refund/reorder as I desperately needed this cat litter for my 2 cats. In the meantime, I will try and find other companies that sell this exact litter, as I really don't feel comfortable ordering from Zoomalia again, especially for the price I paid as this cat litter isn't exactly cheap.I would think for pricey cat litter like this, the box and the packaging would be more immaculate, and the only reason I'm giving this review 2 stars instead of 1 is because of their quick customer service response to my email.

Date of experience: Nov 28, 2017