NH
Nihahl H
1 reviews | Active since Feb 2018
29 Nov 2023, 21:23
#blackfriday turned into Bad Friday w/Petworld
First time ordering Online with petworld because of #BlackFriday I wanted to avoid the queues and shop Online with the idea of it being more efficient.
To my dismay, I’m still waiting on my order and it’s going for a week now. I had to buy additional food for my pets which defeated the point of shopping Petworld’s Black Friday sales online.
I sent emails and Taryn rep**** saying that she wasn’t sure when the order would be delivered. Since my last email requesting a contact number for someone to speak to, she hasn’t rep****.
Petworld Online is starting to feel like a **** with no contact line and nobody responding to follow up emails and the order taking a longer time than promised on their website.
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Replies (1)
Petworld's replyOfficial
30 Jan 2024, 09:50Dear Nihahl,
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address the difficulties you faced with your order during our Black Friday sales, and I want to offer my sincerest apologies for the challenges and frustrations you experienced.
Your order, placed on November 23rd, was caught in an unprecedented backlog due to the overwhelming response we received during the Black Friday and Cyber Monday sales. This situation was compounded by the festive season rush, leading to delays in processing and dispatching orders, including yours. Our customer service team, overwhelmed and under-resourced, struggled to keep up with the volume of inquiries, resulting in a lack of timely communication and updates on the status of your order.
I acknowledge that this left you without the essential items you needed for your pets, forcing you to make additional purchases and upsetting your monthly budget. The absence of clear communication and cer*****y regarding delivery dates only added to the inconvenience.
In response to your experience and feedback, we have taken several corrective measures to ensure that such service lapses do not occur again. We have expanded our customer service team, now boasting four members, to ensure quick and efficient responses to customer inquiries. Our communication channels are now more robust, and we are working on introducing a WhatsApp line for even more direct contact with our team.
Additionally, we have bolstered our warehouse staff with two new full-time employees and have thoroughly reviewed and streamlined our shipping processes to enhance efficiency. We have also realigned our promotional activities to better match the capabilities of our warehouse and customer service teams.
We deeply regret the inconvenience and disappointment caused to you and your beloved pets. Your experience has been a crucial learning point for us, and we are committed to ensuring a smooth, efficient service for all our customers moving forward. Thank you for your patience and for bringing these issues to our attention.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address the difficulties you faced with your order during our Black Friday sales, and I want to offer my sincerest apologies for the challenges and frustrations you experienced.
Your order, placed on November 23rd, was caught in an unprecedented backlog due to the overwhelming response we received during the Black Friday and Cyber Monday sales. This situation was compounded by the festive season rush, leading to delays in processing and dispatching orders, including yours. Our customer service team, overwhelmed and under-resourced, struggled to keep up with the volume of inquiries, resulting in a lack of timely communication and updates on the status of your order.
I acknowledge that this left you without the essential items you needed for your pets, forcing you to make additional purchases and upsetting your monthly budget. The absence of clear communication and cer*****y regarding delivery dates only added to the inconvenience.
In response to your experience and feedback, we have taken several corrective measures to ensure that such service lapses do not occur again. We have expanded our customer service team, now boasting four members, to ensure quick and efficient responses to customer inquiries. Our communication channels are now more robust, and we are working on introducing a WhatsApp line for even more direct contact with our team.
Additionally, we have bolstered our warehouse staff with two new full-time employees and have thoroughly reviewed and streamlined our shipping processes to enhance efficiency. We have also realigned our promotional activities to better match the capabilities of our warehouse and customer service teams.
We deeply regret the inconvenience and disappointment caused to you and your beloved pets. Your experience has been a crucial learning point for us, and we are committed to ensuring a smooth, efficient service for all our customers moving forward. Thank you for your patience and for bringing these issues to our attention.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply30 Jan 2024, 09:50
Official
Dear Nihahl,
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address the difficulties you faced with your order during our Black Friday sales, and I want to offer my sincerest apologies for the challenges and frustrations you experienced.
Your order, placed on November 23rd, was caught in an unprecedented backlog due to the overwhelming response we received during the Black Friday and Cyber Monday sales. This situation was compounded by the festive season rush, leading to delays in processing and dispatching orders, including yours. Our customer service team, overwhelmed and under-resourced, struggled to keep up with the volume of inquiries, resulting in a lack of timely communication and updates on the status of your order.
I acknowledge that this left you without the essential items you needed for your pets, forcing you to make additional purchases and upsetting your monthly budget. The absence of clear communication and cer*****y regarding delivery dates only added to the inconvenience.
In response to your experience and feedback, we have taken several corrective measures to ensure that such service lapses do not occur again. We have expanded our customer service team, now boasting four members, to ensure quick and efficient responses to customer inquiries. Our communication channels are now more robust, and we are working on introducing a WhatsApp line for even more direct contact with our team.
Additionally, we have bolstered our warehouse staff with two new full-time employees and have thoroughly reviewed and streamlined our shipping processes to enhance efficiency. We have also realigned our promotional activities to better match the capabilities of our warehouse and customer service teams.
We deeply regret the inconvenience and disappointment caused to you and your beloved pets. Your experience has been a crucial learning point for us, and we are committed to ensuring a smooth, efficient service for all our customers moving forward. Thank you for your patience and for bringing these issues to our attention.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address the difficulties you faced with your order during our Black Friday sales, and I want to offer my sincerest apologies for the challenges and frustrations you experienced.
Your order, placed on November 23rd, was caught in an unprecedented backlog due to the overwhelming response we received during the Black Friday and Cyber Monday sales. This situation was compounded by the festive season rush, leading to delays in processing and dispatching orders, including yours. Our customer service team, overwhelmed and under-resourced, struggled to keep up with the volume of inquiries, resulting in a lack of timely communication and updates on the status of your order.
I acknowledge that this left you without the essential items you needed for your pets, forcing you to make additional purchases and upsetting your monthly budget. The absence of clear communication and cer*****y regarding delivery dates only added to the inconvenience.
In response to your experience and feedback, we have taken several corrective measures to ensure that such service lapses do not occur again. We have expanded our customer service team, now boasting four members, to ensure quick and efficient responses to customer inquiries. Our communication channels are now more robust, and we are working on introducing a WhatsApp line for even more direct contact with our team.
Additionally, we have bolstered our warehouse staff with two new full-time employees and have thoroughly reviewed and streamlined our shipping processes to enhance efficiency. We have also realigned our promotional activities to better match the capabilities of our warehouse and customer service teams.
We deeply regret the inconvenience and disappointment caused to you and your beloved pets. Your experience has been a crucial learning point for us, and we are committed to ensuring a smooth, efficient service for all our customers moving forward. Thank you for your patience and for bringing these issues to our attention.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld