1 reviews | Active since Apr 2020
Zero Help.
Ghosted! I emailed Pet Heaven on the 5th of February 2022 about requesting a refund for dog food purchased.
They rep****…. Fantastic. Have they actioned what they communicated: NO. Have they rep**** to any of my follow up emails: NO. Do they reply on their WhatsApp service: NO.
Now what do I do? Left with a bag of dog food that costs over R1000 that my dog is allergic too.
I’m flawed.
On 06 Feb 2023, at 19:10, Pet Heaven <***> wrote:
Hi Lara,
I'm sorry to hear the Ultra Dog food is not working for your furbaby. of purchase. Ultra Dog offer a 100% back guarantee within 30 days of purchase. Ideally with original packaging for batch number.
Can I go ahead and arrange a collection for the unwanted food, as well as a refund. Are you happy with a refund in pet points, or do you prefer a refund back to your payment card?
Kind regards, Laura
We sincerely apologize for the lack of response and the inconvenience you have experienced with Pet Heaven. We deeply regret any frustration caused by our failure to address your refund request and provide timely communication.
Since February, we have made significant improvements in our customer service operations. Our team now maintains an average response time of 5 hours, ensuring that we address customer inquiries promptly and efficiently.
We acknowledge our shortcomings in handling your request and assure you that steps have been taken to prevent such occurrences in the future. Your feedback is invaluable to us, and we are committed to continuously improving our customer service.
Once again, we apologize for the inconvenience and disappointment caused. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us.
Thank you for bringing this matter to our attention, and we appreciate your understanding.
Best regards,
We sincerely apologize for the lack of response and the inconvenience you have experienced with Pet Heaven. We deeply regret any frustration caused by our failure to address your refund request and provide timely communication.
Since February, we have made significant improvements in our customer service operations. Our team now maintains an average response time of 5 hours, ensuring that we address customer inquiries promptly and efficiently.
We acknowledge our shortcomings in handling your request and assure you that steps have been taken to prevent such occurrences in the future. Your feedback is invaluable to us, and we are committed to continuously improving our customer service.
Once again, we apologize for the inconvenience and disappointment caused. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us.
Thank you for bringing this matter to our attention, and we appreciate your understanding.
Best regards,