LS
Lebogang S
1 reviews | Active since Oct 2023
18 Oct 2023, 12:27
Bored by this shop
What a joke ,they will never deliver in 3 days,it's been 2 full weeks only received my order today. I'd advise if you stop using Fastway as your courier!
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Replies (1)
Petworld's replyOfficial
30 Jan 2024, 11:52Dear Lebognag,
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding the significant delay you experienced with your order placed on September 27th.
First and foremost, I extend my sincerest apologies for the unacceptable delay in delivering your order, which was only received on October 18th. This falls far short of the 3-day delivery promise we aim to uphold, and for this lapse in service, I am truly sorry.
Your experience has highlighted several areas within our operations that required urgent improvement. Since your order, we have made several key changes to enhance our service:
Upgraded Customer Service Communications Software: We have invested in more effective software to ensure better connectivity with our customers across various platforms. This upgrade is designed to facilitate quicker and more efficient communication.
E-commerce Partners: We've changed our e-commerce partners to provide a more detailed and comprehensive service, focusing on customer needs and timely order fulfilment.
Online Store Platform Overhaul: Our online store platform has undergone significant changes, including the introduction of accurate inventory controls and stock ordering systems. This ensures that our stock levels are closely monitored and updated, reducing the likelihood of delays.
Expansion of Customer Service Team: We have doubled our customer service team. This expansion allows us to respond to customer inquiries in real-time, or as close to it as possible, ensuring that our customers are heard and their concerns promptly addressed.
Increased Warehouse Staffing: To expedite parcel dispatch and delivery times, we have increased our warehouse team, aiming for a more efficient and timely dispatch process.
Additionally, we have updated our shipping times on our website to reflect a more realistic timeline of up to five days for parcel arrival. This change is part of our commitment to transparency and setting accurate expectations for our customers.
Your feedback has been crucial in guiding these changes, and we hope to have the opportunity to demonstrate our enhanced service level. Please feel free to reach out for any further assistance or concerns.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding the significant delay you experienced with your order placed on September 27th.
First and foremost, I extend my sincerest apologies for the unacceptable delay in delivering your order, which was only received on October 18th. This falls far short of the 3-day delivery promise we aim to uphold, and for this lapse in service, I am truly sorry.
Your experience has highlighted several areas within our operations that required urgent improvement. Since your order, we have made several key changes to enhance our service:
Upgraded Customer Service Communications Software: We have invested in more effective software to ensure better connectivity with our customers across various platforms. This upgrade is designed to facilitate quicker and more efficient communication.
E-commerce Partners: We've changed our e-commerce partners to provide a more detailed and comprehensive service, focusing on customer needs and timely order fulfilment.
Online Store Platform Overhaul: Our online store platform has undergone significant changes, including the introduction of accurate inventory controls and stock ordering systems. This ensures that our stock levels are closely monitored and updated, reducing the likelihood of delays.
Expansion of Customer Service Team: We have doubled our customer service team. This expansion allows us to respond to customer inquiries in real-time, or as close to it as possible, ensuring that our customers are heard and their concerns promptly addressed.
Increased Warehouse Staffing: To expedite parcel dispatch and delivery times, we have increased our warehouse team, aiming for a more efficient and timely dispatch process.
Additionally, we have updated our shipping times on our website to reflect a more realistic timeline of up to five days for parcel arrival. This change is part of our commitment to transparency and setting accurate expectations for our customers.
Your feedback has been crucial in guiding these changes, and we hope to have the opportunity to demonstrate our enhanced service level. Please feel free to reach out for any further assistance or concerns.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply30 Jan 2024, 11:52
Official
Dear Lebognag,
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding the significant delay you experienced with your order placed on September 27th.
First and foremost, I extend my sincerest apologies for the unacceptable delay in delivering your order, which was only received on October 18th. This falls far short of the 3-day delivery promise we aim to uphold, and for this lapse in service, I am truly sorry.
Your experience has highlighted several areas within our operations that required urgent improvement. Since your order, we have made several key changes to enhance our service:
Upgraded Customer Service Communications Software: We have invested in more effective software to ensure better connectivity with our customers across various platforms. This upgrade is designed to facilitate quicker and more efficient communication.
E-commerce Partners: We've changed our e-commerce partners to provide a more detailed and comprehensive service, focusing on customer needs and timely order fulfilment.
Online Store Platform Overhaul: Our online store platform has undergone significant changes, including the introduction of accurate inventory controls and stock ordering systems. This ensures that our stock levels are closely monitored and updated, reducing the likelihood of delays.
Expansion of Customer Service Team: We have doubled our customer service team. This expansion allows us to respond to customer inquiries in real-time, or as close to it as possible, ensuring that our customers are heard and their concerns promptly addressed.
Increased Warehouse Staffing: To expedite parcel dispatch and delivery times, we have increased our warehouse team, aiming for a more efficient and timely dispatch process.
Additionally, we have updated our shipping times on our website to reflect a more realistic timeline of up to five days for parcel arrival. This change is part of our commitment to transparency and setting accurate expectations for our customers.
Your feedback has been crucial in guiding these changes, and we hope to have the opportunity to demonstrate our enhanced service level. Please feel free to reach out for any further assistance or concerns.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding the significant delay you experienced with your order placed on September 27th.
First and foremost, I extend my sincerest apologies for the unacceptable delay in delivering your order, which was only received on October 18th. This falls far short of the 3-day delivery promise we aim to uphold, and for this lapse in service, I am truly sorry.
Your experience has highlighted several areas within our operations that required urgent improvement. Since your order, we have made several key changes to enhance our service:
Upgraded Customer Service Communications Software: We have invested in more effective software to ensure better connectivity with our customers across various platforms. This upgrade is designed to facilitate quicker and more efficient communication.
E-commerce Partners: We've changed our e-commerce partners to provide a more detailed and comprehensive service, focusing on customer needs and timely order fulfilment.
Online Store Platform Overhaul: Our online store platform has undergone significant changes, including the introduction of accurate inventory controls and stock ordering systems. This ensures that our stock levels are closely monitored and updated, reducing the likelihood of delays.
Expansion of Customer Service Team: We have doubled our customer service team. This expansion allows us to respond to customer inquiries in real-time, or as close to it as possible, ensuring that our customers are heard and their concerns promptly addressed.
Increased Warehouse Staffing: To expedite parcel dispatch and delivery times, we have increased our warehouse team, aiming for a more efficient and timely dispatch process.
Additionally, we have updated our shipping times on our website to reflect a more realistic timeline of up to five days for parcel arrival. This change is part of our commitment to transparency and setting accurate expectations for our customers.
Your feedback has been crucial in guiding these changes, and we hope to have the opportunity to demonstrate our enhanced service level. Please feel free to reach out for any further assistance or concerns.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld