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Adam W

1 reviews | Active since Aug 2020

05 Aug 2020, 15:14

Services NOT recommended

Personally, I would strongly discourage the use of Petport's services. We had a terrible experience with them - which may be unique to us - but happened nonetheless and left a very poor taste:

Lack of agent communication - before, during and after the transportation.

Lack of transparency on process - minimal details given even though requested on multiple occasions. No insight into what is meant to happen to our pet throughout

Billing transparency - details of bill were requested multiple times, none given.

Agent unreachable - This was the BIGGEST problem - during the flights and actual transport of our pet the agent was not reachable AT ALL. She did not provide any of the updates & photos that were promised and could not be reached AT ALL.

Terrible after-hours service - *********** and completely non-responsive after-hours support. NOT what you want during emergency situations

0
Replies (3)
Petport
Petport's reply07 Aug 2020, 09:44
Official
Good Day Adam, we completely understand your unhappiness regarding your experience and the communication, over the weekends and after hours. We will use this experience to tighten up our processes and work hard to improve our correspondence to our clients. This was unique and will not happen again.

Best regards,

AW
Adam W's update07 Aug 2020, 15:28
Reviewer Update
Unfortunately your 'apology' and uniqueness claim does not justify nor resolve the experience had. The poor service consisted of a multitude of factors and not just the sub-par after-hours support (which happened to be from your General Manager I understand).

As stated in my review, your agent was completely non-responsive and unhelpful.
She promised us updates, photos and security throughout the journey, which did not happen, AT ALL. On the contrary, she did not answer her phone (text, e-mail, call, Whatsapp) even during working hours. Similarly the GM did not bother to do the same - is this unique to our case?

The apology (which happens to be on hellopeter only, for damage control, and not by phone / email) unfortunately does not change the experience had, both for us and for our pet.
Petport
Petport's reply07 Aug 2020, 16:32
Official
Hello there Adam we have sent e-mails requesting to set up a discussion. We do wish to discuss your experience and still wish to resolve this issue with a discussion.  Please can you email our service department *** so we can set up a time that suits you.

Best regards,