When I complained to Zooplus that a kennel had arrived damaged, they agreed to replace, without insisting on proof of the damage, and in fact the second kennel was sent the same day (Friday). But my mendy man has repaired the damaged one, and only wanted £5 to cover the cost of the glue, so I told Zooplus I would not be needing the replacement after all. I was immediately offered £15 refund, and we have agreed I will simply refuse delivery of the replacement.
Given that this kennel was already £20 cheaper than on Amazon, I think this customer service is impressive, so thought I would praise where praise is due.
Mind you, they have had many hundreds of ££££ of business from me over the years - in fact there have been times when I've wondered if they would go bust if I took my custom elsewhere