CV
Clive V
1 reviews | Active since Mar 2009
19 Dec 2023, 18:35
Be careful, be very careful if you order from PetWorld online.
Three weeks ago I placed an order with PetWorld online. They confirmed my payment, and stated that the order was being processed. I am still waiting for my order, besides having sent at least 3 emails and messages on the site. They do not even bother to answer, deliver the goods or refund my money. Petworld, are you still solvent?
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Petworld's replyOfficial
17 Jan 2024, 13:59Dear Clive,
I am Tertius Dixon, the COO of Petworld. After reviewing your communications with our team, I acknowledge the shortcomings in our service towards your recent experience. Please allow me to address the concerns you've raised.
Initially, your refund was processed on December 19th. However, a transition to a new system caused an unexpected glitch. This error resulted in the refund not being registered correctly, a fact we remained unaware of until you reached out. We appreciate your alerting us to this issue. On January 10th, we reprocessed your refund through Paystack, a platform known for its secure and efficient handling of transactions. The typical timeline for a refund to reflect in a customer's account is between 3 to 10 business days, often around 7 days. Considering these timeframes, your refund should be credited to your account shortly.
Your feedback highlights a critical area for improvement in our customer service, particularly during peak times. The influx of orders we experienced indeed overwhelmed our team, leading to delays in communication and service. This is not the standard we aim for at Petworld, and I sincerely apologise for the frustration and inconvenience this has caused you.
Rest assured, Petworld is financially sound and continues to be a leading figure in pet care, deeply connected with the communities we serve. Our commitment to you and all our customers remains steadfast. We are taking necessary steps to enhance our systems and customer service protocols to prevent such issues in the future.
Your experience is a vital lesson for us, and we are genuinely sorry for the difficulties you faced. We are here to support you and address any further concerns you may have.
Respectfully,
Tertius Dixon
COO, Petworld
Petworld's reply17 Jan 2024, 13:59
Official
Dear Clive,
I am Tertius Dixon, the COO of Petworld. After reviewing your communications with our team, I acknowledge the shortcomings in our service towards your recent experience. Please allow me to address the concerns you've raised.
Initially, your refund was processed on December 19th. However, a transition to a new system caused an unexpected glitch. This error resulted in the refund not being registered correctly, a fact we remained unaware of until you reached out. We appreciate your alerting us to this issue. On January 10th, we reprocessed your refund through Paystack, a platform known for its secure and efficient handling of transactions. The typical timeline for a refund to reflect in a customer's account is between 3 to 10 business days, often around 7 days. Considering these timeframes, your refund should be credited to your account shortly.
Your feedback highlights a critical area for improvement in our customer service, particularly during peak times. The influx of orders we experienced indeed overwhelmed our team, leading to delays in communication and service. This is not the standard we aim for at Petworld, and I sincerely apologise for the frustration and inconvenience this has caused you.
Rest assured, Petworld is financially sound and continues to be a leading figure in pet care, deeply connected with the communities we serve. Our commitment to you and all our customers remains steadfast. We are taking necessary steps to enhance our systems and customer service protocols to prevent such issues in the future.
Your experience is a vital lesson for us, and we are genuinely sorry for the difficulties you faced. We are here to support you and address any further concerns you may have.
Respectfully,
Tertius Dixon
COO, Petworld